Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,462 total complaints in the last 3 years.
21,545 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/01/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had requested to have my books removed off Amazon.com website because I had changed bank accounts and I have not received any royalties. Kindle customer service should not change pricing on author books without first consulting with author of the books. Amazon.com keeps selling author books and I had asked for my books to be taken down because as an author I have that right, instead Kindle excuse to keep the author books up on their website was you broke the rules. It should be the other way around, Amazon broke the rules.
Business Response
Date: 06/09/2023
We've reviewed the claim entered by this user and we'd like to confirm that the account of this user has been closed since we found instances in which this user is failing to comply with our posted terms and conditions. This led to a termination of this account and the author no longer has the ability to manage the *** dashboard. *** has reviewed the previous actions and will uphold the decision taken. We advise the author to review our terms and conditions here: **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Initial Complaint
Date:06/01/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item from Amazon I amnunable to contact the selker about and cant get status. My order was placed on May 25th and its been saying it shipped but the tracking number is a **** tracking and they state there is no item in their possession for this tracking number. I try to reach out to the selker and I get a message that I cannot contavt the sepker I have to contact Amazon about my order. I contact Amazon and they say ir has to be referred to the seller. Also the item states the seller provides for exchanges or refund. But I still dont have an item to return or even an item status. "Item shipped picked up by carrier" is obviously incorrect. **** has mo shipmemt with this tracking number in its possession. Seller I believe is purposely not providing a way to contact them or provide accurate tracking info for the purposes of not issuing a refund because I dont have an item I can actually return. I asked Amazon multiple time to please cancel and issue refund but they want me to wait 2 more days to ask for updated tracking. No one can tell me whete this item originayes or whete the seller is shipping it from. All I know I paid for an item I cant find status on or even communicate with anyone about. I just want my money back. I believe the seller is providing false/misleading info.
Business Response
Date: 06/04/2023
Hello *****,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

I've checked and see that a full refund of $43.70 was issued for the order on June 3, 2023. You will see the refund in 5 business days in the original payment method.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Return date of item 04/24/23. *** picked up the item from my house I have video footage of the *** driver picking the item up.Ive been in contact with Amazon for 1.5 months to get my return.*** lost my package for return to Amazon.*** filed a lost package claim and they told me they already approved the payout for the package.They are just waiting for Amazon to submit the original invoice from my order with the item I returned.Amazon keeps denying that they need to submit documents and that I need to be in contact with ***.Ive been going back and forth with *** and amazon about who needs to send me my refund.Today I finally got an answer from *** agent telling me that Amazon just needs to submit the invoice.So I asked the *** agent to be on the 3 way call with Amazon to let them know they need to just submit the invoice.Both Amazon agents got really weird that I had *** on the phone and said they cant be on the 3 way call and hung up.The *** agent mentioned how weird that interaction was and said Amazon is always calling *** with customers on the line.Amazon also was telling me that they cant do anything because there was no scan from *** on the item. I reiterated that the package is lost and they filed a claim for the lost package.I told Amazon this lost package is out of my control and *** is going to payout for the lost package Amazon refuses to refund me for my return and refuses to provide *** with the invoice that they are asking for to finish the payout claim on the lost package.Amazon order# ***-9403829-5305044 *** Claim# **********A Tracking # 1Z9758RF2601193596 Item name: ************************* Georgetown Modern Farmhouse Double Barn ***************** Stand Price of item: $487.55 I included photos of the delivery driver The screen shots of my Amazon purchase and also screenshot of my back account purchase of the item
Business Response
Date: 06/07/2023
Hello ***************,

I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We understand your concerns regarding the return of "************************* Georgetown Modern Farmhouse Tv stand" from the order #*****************.

I apologize that you haven't received a refund for the item you returned. Since this item wasn't scanned by the carrier, and more than 30 days have passed, we're unable to issue a refund or assist further.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 06/08/2023

Complaint: 20128865
I am rejecting this response because:
amazon has been telling me this right after they told me something that contradicts this statement.
also their policy with *** when a package is lost. They need to file a lost package claim. There is a lost package claim already set in motion. *** is just waiting for amazons receiving team to send the original invoice so they can payout for the lost package.
claim# 4849732901A
As the consumer, I already sent the return item in before the 30 day window. A lost package is not my fault and I demand a full refund. I received a damaged product that is sold and shipped by amazon. This response is not satisfactory as I reiterate, I did not loose the package and I returned the item the same week I received it, because the item was damaged.
Ive provided screenshots of them contradicting their statements. It can take up to 60 days and that I should wait to contact them by may 25th
I stated all this is in my prior response.
I feel like Im not being heard. I did not loose the package and I provided proof that *** picked up the item from my home.
So a full refund to my card is the only acceptable resolution or an Amazon credit to my account for the full amount that I paid for the item.
Sincerely,

***********************
Business Response
Date: 06/11/2023
Hello ******,

I am ***********;from Amazon.com. I'm writing this email on behalf of my colleague Abhishek as he is currently on leave in response to your BBB complaint.

Based on the previous correspondence, I understand your concern regarding the return of "************************* Georgetown Modern Farmhouse Tv stand" from the order #*****************.

As mentioned *** lost the package in return transit, you will need to contact *** for any further assistance as we can only refund the item once the item is received and processed at our returns center.

Thank you for your understanding. Please feel free to contact us directly by replying to bbb@amazon. com if we can be of further assistance.
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 06/20/2023

Complaint: 20128865

I am rejecting this response because:
I dont know how many times Ive told you. That Ive contacted **** Its been soo many Ive lost count. The resolution ultimately comes down to amazon sending the invoice to *** to get paid for the lost package. Its incredible how, I somehow know your policies. More then the hired call center help amazon cheaply pays for. Every last agent *** spoke with just repeats themselves and hides behind the notion of sorry I cant process a return because the item wasnt scanned and or lost by **** You need to contact *** which is in fact not true. As I was told by **** That it all falls on amazon to refund me for the lost package. Once they finish sending the invoice to *** for the lost package.
so either refund me or Ill be glad to accept Amazon credit.
thank you

Sincerely,

***********************
Initial Complaint
Date:06/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a portable Commercial Cool air conditioner from Amazon , that came practically falling out of the packaging & broken . I called right away for a refund & to return it . They sent me the return label for *** to pick it up . They asked me if I wanted the money credited to the **** card I used , I said yes . Instead they credited it to the Amazon account where I can only use the money with Amazon , against my wishes as I didnt want to order another one from Amazon due to the one they sent me which was trashed . They will not credit the **** card from where I purchased it , like they asked & I confirmed . Now because they credited the amount to the Amazon gift card instead of the **** card they took it from , I can only use the money with Amazon , which I dont want . I wanted to buy an air conditioner from somewhere else where I could see before I buy . They refuse & say they cant credit my **** from which I bought the air conditioner . I think its not right that they credited the Amazon account & not my **** so the money can only be used with Amazon . Please help me with this so my **** can be credited , so I can buy an air conditioner somewhere besides Amazon Thank you ,*********************************
Business Response
Date: 06/03/2023
Hello *********************************,

I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I've reviewed your BBB complaint and I'm sorry to learn you're unhappy about the gift card refund that was processed to your Amazon.com account for your order of "Commericial Cool CPT08WB Portable Air Conditioner".

Upon checking your order, it appears that "Gift Card" was selected as preferred refund method to while creating a return for this item via our ********************** Hence, when we received the return, the refund was processed to the selected preferred refund method Gift Card.

Upon checking your account, I found that an amount of $3.25 out of the refunded gift card balance of $371.06 was used on a recent Amazon Video Purchase "Black Beauty (****)". Therefore, this leaves ** with no ability to reverse the refund method or resubmit it to your original payment card.

The current gift card balance on your account is $367.81. You can view your balance and usage history in Your Account here:

*************************************************

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

*************************************

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 06/03/2023

Complaint: 20128657

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
Date:06/01/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order some Meta mucil gummies. And the instructions was for them to deliver to my apartment, but instead they placed the package on the outside of the building. When I called about it they tells me it was delivered. I in turned told them yes it was delivered but not to my apartment. So they refused to give me a refund or replacement. I placed the order on May 6, 2023, Order #***-1898593-6364254, total $26.12. Now I'm on SSI and I don't have money to just throw in the air. Could you please let me know what else could be done.
Business Response
Date: 06/02/2023
Hello *****,

I'm Sandhya from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I've reviewed your complaint details and I'm sorry to know that you haven't received your order #***-1898593-6364254.

Upon investigating, as per our records I can confirm that package delivered to shipping address on Sunday, May 7. In particular we have considered information from our records, as follows which show the item was delivered:
- Information collected at the point of delivery.
- The package weight and reported condition upon delivery.

Since you claim that you haven't received package, you may wish to contact your local police authorities to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact ** back during the business hours of the related police department with a Police Report number. Were unable to accept Police Reports that are in pending or any other incomplete status, as well as reports not filed in the local jurisdiction in which the package was reported as delivered.

We appreciate your patience and understanding.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*******,
Amazon.com
***********************************
Initial Complaint
Date:05/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a complaint against Amazon regarding the cancellation of my order and the voiding of the Amazon gift card balance that I used for the purchase. Despite my repeated attempts to resolve this issue, I have received no satisfactory response from Amazon's customer service.On 5/31, I placed an order on Amazon with a total value of nearly $900. I paid for the order using an Amazon gift card, as I had a balance available on my account. However, shortly after the purchase, I received an email from Amazon notifying me that my order had been canceled and the gift card balance used in the transaction had been voided.The email stated that these actions were taken because I supposedly violated Amazon's terms and conditions by using gift cards that are in violation of their policies. However, I have diligently reviewed Amazon's terms and conditions regarding gift card usage and I am unable to find any provisions that I have breached. I have made multiple attempts to contact Amazon's customer service to seek clarification on the alleged violation, but they have failed to provide a satisfactory explanation.In addition to their lack of response, Amazon's customer service representatives were unhelpful and simply advised me to "try again." They did not offer any resolution or refund for the canceled order, leaving me without the product I intended to purchase and without the funds from the gift card that was voided.This unfair treatment and lack of customer service have caused me significant inconvenience, frustration, and financial loss. As a loyal customer, I expect better treatment and a prompt resolution to this matter. It is disheartening to encounter such poor customer service from a company of **********************'s stature.I kindly request your assistance in mediating this dispute and ensuring that Amazon addresses the issue appropriately. I believe that I am entitled to a refund for the canceled order and the reinstatement of the voided gift card balance.
Business Response
Date: 06/02/2023
Hello ******,

I'm Sandhya from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I've reviewed your complaint details and I'm sorry to know that your order #***-8678957-4609821 cancelled.

Upon investigating with our internal team, I would like to inform you that our investigations team selected your order for a routine review. Their job is to protect our customers by preventing order-related fraud. They select random orders to review as they work to safeguard your experience.

This is a perfectly normal part of the ordering process and you have been refunded for the same.

If you need the item, you can place the order on our website. We appreciate your understanding here.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/04/2023

Complaint: 20128481

I am rejecting this response because:
Hi *******,
Thank you for your response regarding the complaint and I appreciate your attention to the matter.
While I understand that routine order reviews are part of Amazon's efforts to prevent fraud and protect customers, I would like to bring to your attention an important issue that was not addressed in your response. Despite the cancellation of my order, the Amazon gift card I used for the purchase was still charged, and the corresponding activity is missing from my account. It is concerning that the gift card balance has not been refunded to me, even though the order was canceled.
I kindly request that you thoroughly investigate this matter and rectify the issue by refunding the gift card balance that was charged but not utilized due to the order cancellation. It is crucial that this discrepancy is resolved promptly to ensure a fair and satisfactory resolution for all parties involved.
Furthermore, I would like to emphasize the statement in the previous email, "If this activity continues, we may take permanent action on your account." I want to assure you that I have always adhered to Amazon's terms and conditions, and I am committed to maintaining a positive and compliant account activity. I sincerely hope that this issue will not recur, and I kindly request that appropriate measures be taken to prevent any future complications.
Once again, I appreciate your attention to this matter, and I look forward to your prompt resolution and confirmation of the refund for the gift card balance.

Sincerely,

*************************
Business Response
Date: 06/15/2023
Hello,

I'm Sandhya from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for writing back to us.

As informed earlier, you haven't been charged for this order.

I've verified once again and can confirm that within 10minutes of placing order, your order has been cancelled and closed by our manual investigations team.

The current gift card balance on your account is $2,677.88. You can view your balance and usage history in Your Account here:

*************************************************

You can check through the above link and confirm the same. If you still not seeing any balance on account, request you to send us the screenshot.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:05/31/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Business committed to shipping timeframes, specific delivery windows and failled to meet them on several occasions. Business has delivery guarantees, however business fails to provide restitution of value to members when violating this guarantee.
Business Response
Date: 06/02/2023
Hello ******,

I'm Sandhya from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I've reviewed your complaint details and I understand you're having shipping problems.

For Free Shipping, your order will be delivered within 4-5 days. We process and ship your order in the most cost-efficient way possible so we can pass the savings on to you in the form of free shipping.

This means that well optimize our fulfillment operations by taking a little longer to ship out if necessary. However, this doesnt mean that well hold on to your order for any particular reason, and we wont delay shipping if that means well miss the delivery promise weve given you.

If you face any issues with order, request you to write back to us with order number, so that I can help you better.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:05/31/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my deep disappointment and frustration with the treatment I have received from Amazon regarding my account suspension and the subsequent refusal to deliver my order. Despite multiple attempts to resolve this issue, I have not received any satisfactory response or resolution.I made a purchase on Amazon using my account ********************************** However, shortly after completing the purchase, I received a notification stating that my account had been inexplicably suspended. In an effort to rectify the situation, I promptly followed the instructions provided and uploaded my credit card information, along with a picture of the gift card and the purchase receipt.Later, I received another communication from Amazon stating that my account would be permanently closed and that I would not receive my order. In an attempt to resolve this matter, I reached out to Amazon's customer service and account specialists on multiple occasions. I made a total of more than 10 phone calls, providing detailed explanations of the situation and requesting assistance.Furthermore, the most recent email I received from your company explicitly stated that no further responses would be provided regarding my issue. This dismissive response is not only unacceptable but also deeply unfair. As a loyal customer, I have always trusted ********************** to deliver excellent service and timely support. However, the treatment I have received has been far from satisfactory and has left me feeling disregarded and disheartened.Additionally, I have suffered a significant financial loss due to Amazon's refusal to send me my order. The total value of the items I purchased amounts to over $1000, and not receiving this order has had a detrimental impact on my personal and financial circumstances. I trusted Amazon to uphold its commitment to customer satisfaction, and I believe that this situation warrants a prompt and appropriate resolution.
Business Response
Date: 06/12/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 12 June, 2023 confirming account reinstatement.

Sincerely,

Amazon.com
Customer Answer
Date: 06/19/2023

Complaint: 20128327

I am rejecting this response because: I do see the activation of the account, but there are 200 amount gift card balance hold put on my account. I tried to contact customer to solve three times and thwy are not able to remove the balance hold. Also, they can not see the 200 hold on their end, I have already send the screen shot of the hold to them by cs-****************************** by their request, but still not solved. I hope we can solve this problem and it will be fine and all set.

Sincerely,

**************
Business Response
Date: 06/22/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 6/12/2023. This email confirms that the refund has been issued to the original payment method.

Sincerely,
Amazon.com
Customer Answer
Date: 06/22/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**************
Initial Complaint
Date:05/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Amazon Seller account has be de-activated. When I tried to get it re-activated per their process I got the following email:Hello Books4You2016,You have been found to be related to an account beginning with Chompage.We received your submission but do not have enough information to reactivate your account at this time.To reactivate your account, please provide evidence that you have never owned a separate account and believe this deactivation was in error by providing supporting documentation. This includes but is not limited to any authorized or unauthorized relationship through a third-party company or evidence of account compromise. If we cannot substantiate the claim, your account will not be reinstated.------------------I have never had any other seller accounts. I have never heard of "chompage". There is no one to talk to at Amazon and I have spent countless hours getting no answers on how to resolve this. They want me to prove I never had another account and to provide documentation. I need a human being to speak with to help me at Amazon.
Business Response
Date: 06/02/2023
Hello,
We have reviewed this sellers account and require more information to
complete our review. We have requested a review from internal Amazon teams on June 2, 2023.
Thanks, Amazon.com Seller
Performance
Initial Complaint
Date:05/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a complaint against Amazon and *** for their failure to properly handle my product return.On May 16, 2023, I purchased an AirPods Pro 2 from Amazon for $229. Subsequently, I noticed the price dropped to $199. Since Amazon does not price match, I initiated a return.*** was designated to pick up my return, however, they failed to contact me in advance or knock on my door to notify their arrival, resulting in voiding of the first shipping label due to 'three failed attempts'. Daily contact with both Amazon and *** provided no real solution.Upon requesting a second shipping label, I patiently waited all day on May 30 for *** staff's first pickup attempt, which according to the tracking history--1Z67561Y2616246374, a pickup was scheduled. No one came. Yet, the tracking history updated stating a 'final failed attempt' was made at 9:38 PM.When I requested a third shipping label, I was informed by an Amazon chat bot that I had to cancel the return first. Following this, an agent then informed me that the return window expired on May 31, 2023, and they were unable to provide a new shipping label.This ordeal has wasted an immense amount of my time and has caused significant emotional stress. I am seeking an explanation and a resolution from both Amazon and ***.
Customer Answer
Date: 06/05/2023
Dear Coordinator,

Please let the related business (Amazon) refer to the ***** # ***-6971372-9305031 which I filed complaints with.

Best regards,
Chaoyu Ou

Business Response
Date: 06/12/2023
Hello *********,

I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Im sorry, were not able to accept the return for Apple AirPods Pro (2nd Generation) Wireless Earbuds, Up to 2X More Active Noise Cancelling, Adaptive Transparency, Personalized Spatial Audio, MagSafe . We accept the return of merchandise as long as it's returned in new condition within the return window. It looks like the return window for your Apple AirPods Pro (2nd Generation) Wireless Earbuds, Up to 2X More Active Noise Cancelling, Adaptive Transparency, Personalized Spatial Audio, MagSafe ended on May 31, 2023.

Amazon is not able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ************************************************************************************ for more information.

Thank you for your understanding.

Regards,

*****
Amazon.com
*****************************

Customer Answer
Date: 06/14/2023

Complaint: 20128054

Dear ***** and BBB,

Thank you for your response. However, I must reject the response provided as it does not take into account the circumstances I have detailed.

While I fully understand Amazon's return policy and the Conditions of Use, my complaint arises from the fact that both Amazon and *** have failed to facilitate my attempt to return the item within the designated return window.

Upon initiating the return process, *** was designated for the pickup. However, their purported attempts were not effectively communicated, nor executed, resulting in a voided first shipping label. Despite my daily follow-*** with both Amazon and ***, I was not provided with a suitable solution.

I requested a second shipping label and was prepared for the pickup on May 30, 2023, as indicated in the tracking history. Yet, no *** staff arrived. The tracking history was subsequently updated to inaccurately state a 'final failed attempt' was made.

In an effort to rectify this, I sought to request a third shipping label. An Amazon chat bot informed me that I had to cancel the return first. Following this cancellation, I was then informed by an Amazon agent that the return window had expired and a new shipping label could not be issued.

I find this unacceptable, as I have been proactive and compliant throughout the entire return process, only to be met with uncooperative customer service and a lack of clear communication and responsibility from both parties involved.

I ask that this issue be reconsidered given these circumstances, and that a suitable resolution be offered.

Sincerely,

Chaoyu Ou

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