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

59,382 total complaints in the last 3 years.
21,616 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:05/23/2023
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 made the purchase last Wednesday the amount of the transaction was for 847 dollars with express shipping I goes back to make a another purchase because I forgot a couple items the flag my account and put it on hold I tried to contact Amazon 10 phone calls for assistance, I also submitted a physical copy of the credit card used for purchase I submitted account transaction and is submitted a bank statement and my account remains on hold
Business Response
Date: 06/07/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 6/8/2023

Sincerely,
Amazon.com
Initial Complaint
Date:05/23/2023
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.
Placed an order on May 19th for ***** to be paid via ACH from my bank account. COmpany processed two ACH transactions of *****. When contacted I was told refund would be issued, I then requested evidence of my consent for two transactions to be processed via ****** was then told it was only a pre-auth but when I said both posted I was told they would refund; again no evidence of authorization. Then I was transfered and told no refund was issued and I needed to dispute with my bank. Then transferred again and told refund was processed at same exact time to the second I initially placed the order, contradicting all other statements. When this was pointed out I was told they could process refund. At this point my money is gone, I never authorized two ACH charges, I have received no documentation that I did nor of their requirement to alert me to errors, and it is still unclear if my money is being returned. I have spent over 4 hours today trying to sort this out and still no answers.
Business Response
Date: 05/25/2023
Hello ******,

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

I've reviewed the complaint and understand your concern regarding the $29.67 charge for the item leanul Women Casual Jumpsuits free Hot Shot Onesie *************** Spaghetti Strap Loose.

I apologize for the inconvenience that you have experienced in this case.

I verified we only charged you once for your order. The other charge that you see in your bank statement is just an authorization. When you first place an order, we contact your bank for a purchase authorization to verify your bank account, but we don't actually charge you at that time.

Upon checking I see that the authorization for $29.67 was cancelled on Friday, May 19, 2023. If you contact your bank they should be able to clarify how long they hold payment authorizations for online orders.

Thank you for your patience and understanding.

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

Regards,
Pratap

Customer Answer
Date: 05/25/2023

Complaint: 20094567

I am rejecting this response because: Per my bank, authorizations sit in pending status and never clear. Both charges have posted/cleared the account and per my bank only a refund or reversal issued by Amazon will return the funds to my account.

Sincerely,

***********************
Business Response
Date: 06/02/2023
Hello ******,

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

I've reviewed the complaint and understand your concern regarding the $29.67 charge for the item leanul Women Casual Jumpsuits free Hot Shot Onesie *************** Spaghetti Strap Loose.

I apologize for the inconvenience that you have experienced in this case.

As informed earlier I verified we only charged you once for your order. The other charge that you see in your bank statement is just an authorization. When you first place an order, we contact your bank for a purchase authorization to verify your bank account, but we don't actually charge you at that time.

Upon checking I see that the authorization for $29.67 was cancelled on Friday, May 19, 2023. I would recommend you dispute this charge authorization directly with your bank.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 06/02/2023

Complaint: 20094567

I am rejecting this response because:
The business has still acknowledged the error, apologized, nor returned the money. I have images of bank conversations directly confirming what Amazon is saying is false but this system will not allow the upload of said imgaes. I also have transcripts from Amazon stating the authorization would automatically dropoff in 5-7 days; today is the 7th day and it has not. A dispute was opened with my bank for the duplicate on 5/26 and it will be 10 business days until they can refund because this was ACH and not a card purchase. Per my bank ACH requires authorization and Amazon has still not provided said authorization for two cleared and posted charges; bank confirmed neither were authorizations so Amazon is still denying and attempting to cover up the error. I want acknowledgement, an apology, and as it will be weeks before funds returned from date of withdrawal I also request interest on the amount at the current prime rate.
Sincerely,

***********************
Initial Complaint
Date:05/23/2023
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 ordered hair from Amazon and Im not sure if someone switched out what I was supposed to received but I received some nasty used damaged hair. I sent the items back and have gotten 4 different tracking numbers and none of them show the items have been delivered. Every time I call Amazon Im told something different and finally a supervisor told me it was under investigation for the wrong items sent, well of course its wrong items because I was sent the wrong items! I spent $278.19 and they want to give me the run around about my money, the representatives have been unprofessional and no help! This is ridiculous and Amazon just lost a customer!!!
Business Response
Date: 06/14/2023
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 $278.19 was already issued for the order and two confirmation emails have been sent regarding the refund.

I hope the issue is already resolved.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:05/23/2023
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.
I am being told that a book I purchased is now a rental when my receipts state purchased, on April 26, 2023 I mentioned all of this in a review ( along with several other customers) amazon responded back, that the item was fulfilled by amazon and that they will take responsibility, Also received a email from company on May 1, 2023 stating that those emails were sent out in error, now here we are on 5/21/23 someone ( at amazon) has changed the receipts in my Purchased History to rental from purchased ( I have original receipt along with pictures ) and I am being told again to send book back or re- purchase book for almost $200, several people could not have THOUGHT that they purchased this same book. today amazon CSR ( customer Service) stated if I don't send it back they will charge charge additional $ 200 for something that was not listed as a rental and not rented, and my receipts don't state rental either from when I first purchased this book it stated SOLD by apex media, now today it says rented from apex media.
Customer Answer
Date: 05/24/2023
As requested the order number

11297093033813062
Business Response
Date: 05/27/2023
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 their complaint and checked the order in question. Upon checking I see that it is a rental order.

I see that you've mentioned about original receipt and pictures, we request you to share them with ** so that we can review and assist you further.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com Customer Service
Customer Answer
Date: 05/30/2023

Complaint: 20087935

I am rejecting this response because: I have sent the receipts and other details in regards to the situation and I have continued to send the information to Mr.H and i keep getting a mail failure / undeliverable. I have included the request information here, but if there is a more specific place i should send my documentation please advise so that I may do so promptly. also i was not able to include all documentation due to limitations on size and amount that can be sent.

Sincerely,

***************************
Business Response
Date: 06/02/2023
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 reply and I understand your concern regarding the order in question.

Upon reviewing the issue I see that when you've placed the order we sent you a confirmation email regarding your rental order on Friday, February 3, 2023 at 10:08 AM (PST).

I can confirm that the order placed for the book was a rental order, the book was not purchased.

Thank you for your understanding. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 06/06/2023

Complaint: 20087935

I am rejecting this response because: I never received a email stating that the book was a rental I received a notification of PURCHASE 2/3/2023 ( SOLD by :APex _ media) and estimated date of delivery SOLD is not rented, if the book was a rental then on That DAY of purchase I would have received notification stating that the book was a rental and a due back date, I received a email in APRIL stating that the box was a rental ( in the area that said SOLD BY it is now changed to rented from) , I responded back to the email and said that I never rented the book, I received a email that the request was sent in ERROR, Amazon said that they take Full responsibility for the error because I Purchased thru amazon. Also in that same box there is a message that states "This item is not eligible for return". now you are stating something else I feel that APEX or AMAZON are requesting books that were sold back . All of the statements above I have provided several copies of my emails and receipts of this purchase as well as other members on amazon comments ( ex. **** on 4/24/23, and mysteriously his comment was deleted but I have screen shots of that comment) with the same book stating the same thing, stating that they as well did NOT rent this book, so there is a issue within amazon that is not being addressed all amazon customers did not do the same exact thing with the same book. I continue to send over my documentation but its not being reviewed.
Sincerely,

***************************
Initial Complaint
Date:05/23/2023
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 purchased a computer from Amazon and it wasn't shipped. Amazon claims it was delivered correctly. They had me file a police report with the *************** The sheriff office determined the package that amazon claims was mine went to a different address,a different person and was for a shelving unit. Amazon issued me a refund but after a week I hadn't received it. I emailed the department that deals with refunds. They stated it was stuck and it should fixed in 3 days. After 3 day and no refund I email them again and they informed me it was canceled. Amazon did check with the sheriff's office and was informed that the package had nothing to do with me. I was give someone else's tracking number. I believe I am a victim of mail fraud. I don't think amazon is taking this seriously at. I believe the public should be informed of this amazon scam and I would really like my money back. Thanks *************************
Business Response
Date: 06/07/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the refund for the order #***-1306783-9266609.

Based on the results of our investigation, we aren't able to provide a refund for this order at this time.

The investigation team confirmed that the item is delivered to your address on the delivery date.

Please feel free to contact ** directly by replying to bbb@amazon. com if we can be of further assistance.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

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

Complaint: 20093811

I am rejecting this response because:
No package was delivered to my address. The package was delivered to *********************************** at ****************************************************. This information came straight from federal express and was confirmed by Major ******************************* of the **************** office.
The package I ordered was never sent and no one signed for it as required. The package amazon claims was mine was a shelving unit delivered to *************************************
I'm a victim of mail fraud. I can't believe Amazon actually claims to have investigate this.

Sincerely,

*************************
Initial Complaint
Date:05/23/2023
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.
Hi BBB,I have an Amazon account : **********, and I made a purchase on May 22, 2023 to buy computer using combination of amazon account balance and credit card. After I made the order my account was locked and ***** asked me to submit credit card statements, gift card receipts to verify the ownership of the payments. I submited those materials immediately, and today they close my account without giving me any reason. I have $2100 worth of Amazon gift card balance in my account, where I bought from Kroger store near my home on May 22, 2023. I also talked to ****** and they said they cannot do anything and ask me to talk to Amazon. Also I have around $60 charged to my credit card was not refund. I lost $2100 balance in Amazon account and $60 in credit card. Amazon just take away my money illegally. I wish BBB can help me investigate this issue wish Amazon to reinstate my account and refund me the gift card and credit card charges
Business Response
Date: 06/06/2023
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

Sincerely,
Amazon.com
Customer Answer
Date: 07/14/2023

First, Amazon closed my account without giving me any reason, just said I violate their terms, which is not acceptable to me.
Second, I have already shown my ownership of the gift cards I bought from Kroger near my home, including Kroger store receipt, gift card picture, and credit card charging statement. However, they still close my account without refunding me the gift card balance in that account. If they insist to close my account and do not let me use Amazon in the future, they should still refund me the balance that is not used in this account.

Thank you!

***************
Business Response
Date: 08/17/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
Amazon.com
Business Response
Date: 08/22/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
Amazon.com
Business Response
Date: 08/31/2023
Hello,
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained,used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on **********.
Sincerely,
********
Amazon.com
==========
Customer Answer
Date: 09/07/2023
Dear BBB,
I request to open the compliant #********.
I have asked my credit card company(American Express) to investigate the case on the gift card purchase with ******. Credit card company requested Kroger to provide official response and sale record for this purchase, please see attached file.
Kroger consider this sale is complete and valid, and mentioned in the response: 'Customer was charged for the correct amount and the gift card(s) were activated and approved at the time of purchase. There is no evidence of an altered amount, processing errors, or that any credit is due. if customer has questions
regarding their gift card(s), they will need to contact Amazon directly as funds were loaded to the card at the time of checkout.'
Kroger has confirm that the card I purchase is good for use and has no violation for this purchase. I belive Amazon closed my account and removed my gift card balance is in error, and I request to reinstate my account and refund my gift cards.
Thank you
***************
Initial Complaint
Date:05/23/2023
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.
Greetings,I want to inform you that ASINs B09BQ5HRJ2 and B0BT497KST were deactivated in error by Amazon, causing significant damage to my business. According to notifications from Amazon, ASINs B09BQ5HRJ2 and B0BT497KST were deactivated because they received a patent infringement report from "Pocket Hose" (Patent No. **********). However, the complainant made a mistake when submitting their complaint, and Amazon Support approved this mistake.After I negotiated with the patent holder, they acknowledged the mistake. The complainant withdrew patent infringement reports on ASINs mentioned above. However, two days later, I received the same patent infringement reports for the ASINs mentioned above from the same complainant with the same patent number. It is an obvious mistake since the complainant had already withdrawn the patent infringement reports.To prove the complainant and Amazon Support their mistake, I sought the assistance of my legal counsel, ************************ (***** Registration # *****). The patent analysis was conducted, and the Letter of Non-Infringement was prepared by him. According to notifications from Amazon, providing the Letter of Non-Infringement is one of the ways to reactivate ASINs. I attached the Letter of Non-Infringement to my complaint. Additionally, I attached Draft A, an addition to the Letter of Non-Infringement, for a visual understanding that my ASINs do not infringe upon the mentioned patent.Based on the above, I request that Amazon Support stop infringing upon my rights guaranteed by the Amazon Services Business Solutions Agreement and reactivate ASINs B09BQ5HRJ2 and B0BT497KST. Otherwise, I will be forced to escalate my case to the Arbitration Court under the ******************** to initiate an appointment actions from Amazon. I really appreciate any help you can provide.
Business Response
Date: 05/25/2023
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 05/25/2023.

Thanks, Amazon.com Seller Performance
Customer Answer
Date: 05/26/2023

Complaint: 20093507

I am rejecting this response because: I received a notification from Amazon stating that one of the ways to reactivate ASINs B09BQ5HRJ2 and B0BT497KST is by providing a Letter of Non-Infringement. I have attached the notification from Amazon to my response. Please review it. I have highlighted the statement from Amazon for your convenience.

Therefore, the Letter of Non-Infringement is a legal basis for reactivating my ASINs. Consequently, I contacted legal counsel ************************ (***** Registration # *****) to conduct a detailed patent analysis. Based on that analysis, he provided me with the Letter of Non-Infringement. I have attached the Letter of Non-Infringement to my response. Please review it. I have also attached Draft A, an addendum to the Letter of Non-Infringement. Draft A contains drawings of the patented item and my item. Please review Draft A to visually confirm that my item does not infringe upon the item covered by patent no. 10,174,870.

Furthermore, I have contacted the legal firm ***** *****************************, which serves Amazon. I have provided them with my supporting documentation to clarify to Amazon Support the erroneous deactivation of my ASINs B09BQ5HRJ2 and B0BT497KST.

Therefore, I request Amazon Support to review my attached supporting documentation and contact ***** ***************************** for further research and reactivation of my ASINs mentioned above. I really appreciate any help you can provide.

Sincerely,

*****************
Business Response
Date: 06/08/2023
We have reviewed this sellers account and require more information to complete take the requested action. We have requested the necessary information from the seller via email on 06/08/2023.
Thanks, Amazon.com Seller Performance
Customer Answer
Date: 06/12/2023

Complaint: 20093507

I am rejecting this response because: I have received a notification from Amazon indicating that one of the possible methods to reactivate ASINs B09BQ5HRJ2 and B0BT497KST is by providing a Letter of Non-Infringement. I kindly request Amazon Support to take note that the notification does not require me to obtain a Temporary Restraining Order (TRO) if I provide a Letter of Non-Infringement. Therefore, the provision of the Letter of Non-Infringement is sufficient grounds for reactivating ASINs B09BQ5HRJ2 and B0BT497KST.

So, I have attached to my response the original signed Letter of Non-Infringement, endorsed by legal counsel (***** Registration # *****). The attached document is the original. I request Amazon Support to contact legal counsel ************************ via the provided mailing address if verification of the document's authenticity is necessary. The mailing address of the legal counsel is stated in the Letter of Non-Infringement. Additionally, I have attached Draft A, which serves as a visual addendum to the Letter of Non-Infringement.

Based on the above facts, I have fulfilled all of Amazon's requirements to demonstrate that ASINs B09BQ5HRJ2 and B0BT497KST were deactivated in error. Furthermore, complaint IDs *********** and *********** were unlawfully accepted by Amazon Support. Therefore, I request the reactivation of ASINs B09BQ5HRJ2 and B0BT497KST.

Sincerely,

*****************
Business Response
Date: 06/22/2023
We have reviewed this sellers account and require more information to complete take the requested action. We have requested the necessary information from the seller via email on 06/22/2023.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:05/23/2023
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 bought an ****** **************** by ******, the Accrington Plush Sofa and Loveseat with Tufted Back,*****. I got this set at around Christmas time last year in 2022, from amazon.com. It was a present for my mother who lives in ********** and I live in ********, so I was not there to inspect it. All appeared to be fine upon it's arrival. My mom is 84 years old and has stage 4 cancer. She had been complaining about not being able to get up from the sofa. So I went shopping for furniture risers to raise her sofa higher to make it easier for her. I wanted to make sure that the legs of the couch would fit into the risers. I called her to have my brother measure the legs. She said there were no legs on the sofa or loveseat and that there were no holes to s**** the legs into. After contacting amazon about the problem, they said I should file a warranty claim with **********************. I tried to do so and found out there was no product label under the couch which shows the model and serial numbers. So the factory forgot to drill holes, add a receiver to hold the legs in place once you s**** in the legs, the legs and the ** label. Clearly this is a factory defect. An aside, my mom loves her sofa and loveseat. The problem is ****** said they would send the eight legs but will not drill the holes,. They suggested my 84yo mom, who has stage 4 cancer drill the holes to mount the legs. Even if she could, she does not have the part that holds the legs in place. It is a tubular threaded piece of metal. I believe it is called a receiver, inserted into the wood, to securely hold the legs in place. So **********************, will not take responsibility to repair their factory defective products that they sell.
Business Response
Date: 05/25/2023
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 few parts are missing from furniture you ordered.

Since the product is outside of our return window, we're unable to refund/replace with missing parts for the item now.

In this case, we suggest you to reach out to manufacturer about your item repair. Their contact information should be in the product manual or on the packaging for the item.

We appreciate you bringing this to our attention.

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

Regards,

Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:05/23/2023
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.
On April 21st, in accordance with Amazon's request and following their shipping instructions, I returned my ****** Pixel 6 Pro, along with all its contents, to the Amazon ************** located at *********************************************************************************************************. The carrier DHL provided a waybill number (**********) for the return, which was signed for by ************Despite the fact that *****************************, the Operations Manager at Amazon ********* (****), supposedly acknowledged receiving my return on that day, Amazon is currently refuting this claim. Furthermore, I possess screenshots of an Amazon employee stating that I will not be refunded for the item due to not using their shipping label, which is an incorrect statement.In accordance with Amazon's policy, I was instructed to return the smartphone to Amazon's ************** with the assurance that they would cover the shipping costs and refund the entire purchase price to my account. I have provided evidence of delivery, including photographs of the box, device, and its contents taken prior to shipping the item via DHL.The device has faults which I contacted ****** about and they could not assist. The Gyroscope and Accelerometer sensors are defective.Since the 21st of April, I have been diligently sending emails and making phone calls to Amazon every day. However, each time I reach out, I am repeatedly told to wait for an additional two weeks, only to have the deadline extended again once the two weeks have passed. On some occasions, they have either lied about issuing a refund or abruptly hung up on me. I have taken the initiative to record these conversations and informed Amazon about it, to which they have acknowledged their consent. They consistently claim that DHL failed to deliver the package and suggest that I take up the matter with them, which is entirely untrue.My sole request is for a prompt refund of both the purchase amount and the associated shipping costs to be credited back to my bank account.
Business Response
Date: 06/14/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order's #***-1550020-7313858 regarding the refund for the item.

As we can see the investigation team already informed you multiple times with complete information regarding the refund for the item.

Based on the results of our investigation, we aren't able to provide a refund for this order at this time.

Since this is been shipped by the carrier of your own choice you will have to get in touch with them and escalate it within their system.

Please feel free to contact us directly by replying to bbb@amazon. com if we can be of further assistance.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 06/14/2023

Complaint: 20093220

I am rejecting this response because:
You sign for a delivery from DHL than tell me to take it up with them? Is there something wrong with you? Why would you sign for something you did not receive? You told me to use my own shipping method and you would refund me, idiot. It's been more than two months and I have filed complaints to both the Washington State ************************* and my bank.

You people are either incompetent or disgusting.You steal my money and returned items then tell me to "come and shop again"?

Itumeleng Mkhwanazi
Initial Complaint
Date:05/23/2023
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.
My Amazon account email is *************** I claimed a physical gift card of $200 purchased from ******* to my Amazon account on March 8th (claim code xxxx-xxxxxx-M7AN). On March 17th, after a failed attempt to use $25 of gift card balance to purchase *************** Swap (ORDER # ***-3087985-9646633), Amazon withheld my total gift card balance of $169.98, which has prevented me from using it until now. I proactively contacted the Amazon customer service department, they repeatedly stated that this is a small issue that can be resolved immediately, but my concerns have been repeatedly ignored. I have attached correspondence and proof of gift card purchase as evidence of my attempts to resolve the issue directly with Amazon and their continued disregard for my request.Amazon deliberately ignored my requests, deceiving me each time with responses like 'it's being resolved', 'we've encountered a technical glitch'.I am frustrated by this unacceptable level of service, and I feel that my rights as a consumer have been violated. I kindly request the BBB's assistance in mediating this issue and helping me regain access to my funds. Thank you for your time and assistance.
Business Response
Date: 06/05/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the gift card balance which is missed from the account.

With the available options we tried to resolve the issue however, as the gift card is from the concern brand, we don't have any option to take action on it.

I request you to contact the brand so that they can take actions on it and help you with the available options.

Please feel free to contact us directly by replying to bbb@amazon. com if we can be of further assistance.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

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

Complaint: 20093185

I am rejecting this response because: my recent experience with Amazon regarding a gift card issue has not been adequately addressed, and I am deeply dissatisfied with the response I received from them.
To reiterate, I bought an Amazon gift card from ******* and redeemed it on my Amazon account. However, when an order I placed on Amazon was cancelled, my gift card balance was unexpectedly put on hold. Despite my repeated attempts to reach out to Amazon's customer service, my concerns were ignored and left unaddressed.

This situation has left me frustrated and disappointed, particularly with the apparent indifference and lack of responsiveness from Amazon's customer service team.

Firstly, I believe I am owed an apology from Amazon's customer service for their neglectful treatment of my repeated attempts to resolve this issue.

Secondly, I insist that Amazon immediately address and rectify my problem. ******* has informed me that once an Amazon gift card is redeemed, it falls completely under Amazon's jurisdiction, which places the responsibility for resolving this issue firmly with Amazon.

I am prepared to escalate this matter further by bringing it to the attention of the State Attorney and pursuing legal action in Small Claims Court if necessary. I hope it will not come to this and trust that with your help, a satisfactory solution can be found swiftly.

Thank you for your attention to this matter.

Sincerely,

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

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