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

59,406 total complaints in the last 3 years.
21,572 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:05/13/2023
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 5/11/23 I placed an order with Amazon online. The order # is 113-0252414-1191455. On 5/12/23 I received an email and text from Amazon informing me that the item is undeliverable. On 5/13/23 I contact Amazon support via chat and am told that the carrier damaged the item and stated that they plan to return the item to Amazon. Amazon states that they will issue the refund to me once the carrier does this and that they expect this to be within 4 to 5 days. However, as I stated to Amazon, this is a claim issue between Amazon and the carrier and that Amazon can issue an (immediate) credit to me in the form of Amazon.com gift card in lieu of a refund that makes the customer dependent upon a carrier who already did not properly secure the item in transit. If the carrier never returns it, then that means I never get a refund?
Business Response
Date: 05/16/2023
Hello *******,

I am Srujan 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'm sorry for the inconvenience caused with the order #***-0252414-1191455 that is damaged in transit and scanned as Package damaged and will not be delivered.

To help you with this, I've processed the refund for $32.60 to cover the full amount of this shipment, including any shipping costs. You'll see this refund to your account in the form of gift card balance as requested. You can view your balance and usage history in Your Account here:

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

You can view the status of your refund in Your Account here: ***********************************************************************************

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:05/13/2023
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.
Order #***-4029437-8576256 Dear ***/*****,I hope this letter finds you well. I am writing to file a formal complaint against Amazon.com regarding a recent dispute I have had with their customer service. Despite numerous attempts to find a resolution, I have been met with unsatisfactory responses and a lack of assistance from Amazon.The details of my complaint are as follows:Order Number: ***-4029437-8576256 Product: Philips Sonicare ExpertClean ****, *************************** Toothbrush, Black, HX9690/05 Issue: Wrong item received, refusal of refund or replacement I placed an order for the abovementioned product on April 27, 2023. However, upon receipt of the package, I discovered that the item inside needed to match the ordered product. Instead, I received a different and used toothbrush of unknown origin.I immediately contacted Amazon's customer service to report the issue and seek a resolution. I provided detailed explanations, including photographic evidence of the incorrect item received and the packaging it arrived in. Despite my efforts, the customer service representatives could have been more helpful, offering only automated responses and denying my requests for a refund or replacement.Furthermore, Amazon claims that the correct item was shipped and that the carrier confirmed the parcel was intact upon delivery. However, I can assure you that this is not the case. I have followed Amazon's return procedures and returned the incorrect item in its original condition, per their instructions. The fact that they refuse to provide a refund or replacement is unjust and unacceptable.I have made multiple appeals to Amazon's account specialists, highlighting the errors in their assessment and providing additional evidence to support my claim. Unfortunately, these appeals have been consistently denied, leaving me feeling unheard and frustrated as a loyal customer.Continue reading on the attached document.
Business Response
Date: 05/16/2023
Hello ********,

I am ****** 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'm sorry for the inconvenience caused with the return refund process on the order #***-4029437-8576256.

We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.

We cannot issue a refund for this order until we receive the correct item. Please return the correct item to ** if you would like a refund.

We're happy to accept the return of the correct item at your earliest convenience. We aren't able to process a refund until we receive and process the correct merchandise.

The return window for item expires on May 29, 2023. After this time, we're no longer able to accept the return of the correct item.

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, please reply to the email you received on May 8, 2023 at 3:25 AM (PDT) with the Subject Line 'Your Amazon.com returns' advising you of the issue with your return. The specialist team contacts you as soon as possible.

Our **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.

Thank you for understanding. Have a great rest of the day!
Regards,
****** K
Amazon.com
*****************************
Customer Answer
Date: 05/17/2023

Complaint: 20055553

I am rejecting this response because:

Hello ******,
Thank you for your response regarding my complaint filed with the Better Business Bureau (BBB). I appreciate your attention to this matter and your willingness to address the concerns I have raised.
While I understand your position regarding the refund process, I would like to reiterate that I have followed the necessary steps to initiate the return and have returned the correct item as per your instructions. I have adhered to the return window provided and ensured that the return was made within the specified timeframe.
Given the ongoing discrepancy between our understanding of the situation, I kindly request a thorough review of my case. I firmly believe that the correct item was returned to Amazon, and I am confident that the evidence I have provided supports this assertion. I urge you to consider the information and documentation I have previously provided and reevaluate the decision regarding the refund for order #***-4029437-8576256.
Furthermore, as per your suggestion, I have already appealed the decision by replying to the email I received on May 8, 2023, with the subject line 'Your Amazon.com returns'. I sincerely hope that the specialist team will carefully examine my appeal and reach a fair resolution in a timely manner. I eagerly await their response.
I remain committed to resolving this matter amicably and trust that Amazon will uphold its commitment to customer satisfaction. I appreciate your understanding and cooperation in ensuring a satisfactory resolution to this ongoing issue.
Thank you for your attention to this matter.
Sincerely,
Business Response
Date: 05/21/2023
Hello ********,

I am ***********;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'm sorry for the inconvenience caused with the order #***-4029437-8576256.

Our records show that the order was complete and in proper condition, and the correct item was in the package when it left our fulfillment center. In addition, the carrier has confirmed that the parcel was intact and undamaged when it was delivered to you.

Your return for the order ***-4029437-8576256 contained 'different Unit' instead of the original 'Philips Sonicare ExpertClean 7500, *************************** Toothbrush, Black, HX9690/05'.

We cannot issue a refund for this order until we receive the correct item. Please return the correct item to ** if you would like a refund.

You can review our return policies in the Returns, Refunds and Title section of the Conditions of Use, available at the link below:

www.amazon.com/conditionsofuse

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/22/2023

Complaint: 20055553

Hello ******,
Thank you for your prompt response and for providing an update on the status of my complaint filed with the Better Business Bureau (BBB). I appreciate your attention to this matter.
I understand that your records indicate that the order was complete and in proper condition when it left your fulfillment center. However, I must reiterate that upon receiving the package, the item inside was not the original 'Philips Sonicare ExpertClean ****, *************************** Toothbrush, Black, HX9690/05' that I had ordered. Instead, I received a 'different Unit' which was not the item I had purchased.
I assure you that I have taken all necessary precautions to ensure the accuracy and validity of my claim. I have carefully inspected the contents of the package upon receipt, and it is evident that an error occurred during the fulfillment process. I have provided detailed documentation and evidence to support my claim, including photographs of the received item and the packaging.
While I understand that you cannot offer any additional insight or action on this matter, I am disappointed that my concerns have not been adequately addressed. As a loyal customer, I believe in the principles of fairness and accountability, and I had hoped for a more satisfactory resolution.
Given the circumstances, I kindly request that you escalate this issue to a higher authority or supervisor within Amazon. It is my hope that a fresh perspective and a thorough review of the evidence I have provided will result in a fair and just resolution. I am confident that a closer examination of the facts will reveal the error that occurred during the fulfillment process and lead to an appropriate solution.
I value the relationship I have had with Amazon and have always appreciated the level of customer service provided. I genuinely hope that this matter can be resolved amicably, as it is in both our best interests to ensure customer satisfaction and uphold the reputation of Amazon as a reliable and customer-centric company.
Thank you for your attention to this matter. I look forward to your prompt response and a favorable resolution.
Sincerely,
*************;
Initial Complaint
Date:05/13/2023
Type:Service or Repair 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.
Dear ***/*****,I need assistance with my Amazon seller account, "Eglites store" (Merchant Token A39MVE3OBB37EN). On January 09, 2023, my account was deactivated by Amazon, alleging a violation of their policies. They claim I have another account called "Mademoist," which is not true. The actual owner of "Mademoist" is *****************************************, my former business partner.********** and I started our partnership on July 19, 2022, conducting business by selling products from her Amazon account. However, on September 23, 2022, I informed ********** about ending our partnership due to disagreements over business practices. We had a meeting on September 26, 2022, to dissolve the partnership. After that, I continued working with Amazon solely under my own account, "Eglites store."I have always followed Amazon's policies and never violated any rules. The account deactivation grounds outlined in section 3 of the Amazon Services Business Solutions Agreement do not apply to me. Therefore, I request that Amazon reinstates my account.Despite contacting Amazon support without success, I am now seeking assistance from the Better Business Bureau to resolve this issue.I have attached supporting documents: 1) Plan of Action, describing the issue's causes and the steps taken to prevent its recurrence; 2) Partnership Agreement; 3) Partnership Termination Letter; 4) Protocol of the Partnership Dissolution Meeting; 5) Partnership Dissolution Agreement.Thank you for your attention, and I hope for a prompt resolution.Sincerely,****** ***********************
Business Response
Date: 05/15/2023
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 May 16, 2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 05/16/2023

Complaint: 20055504

I am rejecting this response because:
Dear Amazon and Better Business Bureau teams,
I am writing in response to Amazon's request on May 16, 2023, where I was asked to provide evidence indicating that I once owned the account or held account rights but no longer possess them. I would like to assure you that I have already submitted the necessary evidence both directly to Amazon and through this submission via the Better Business Bureau.

The evidence I have provided includes:

Partnership Agreement, dated 07/19/2022
Partnership Termination Letter, dated 09/23/2022
Protocol of the Partnership Dissolution Meeting, dated 09/26/2022
Partnership Dissolution Agreement
Additionally, I have attached my comprehensive Plan of Action, which outlines a detailed explanation of the situation at hand and the measures I have taken to prevent similar issues from occurring in the future.

I firmly believe that these documents unequivocally demonstrate that I once had account rights but no longer possess them, aligning with Amazon's request.

Thank you for taking the time to review this matter. I genuinely appreciate your attention and consideration.

Sincerely,

****** ***********************
Business Response
Date: 05/19/2023
Hello,
We have decided to reinstate this account and an email was sent to them informing them of this decision on 19th May 2023.

Thanks,
Amazon.com Seller Performance

Customer Answer
Date: 05/25/2023

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.
My account has been reinstated. Thank you for your time and attention!

Sincerely,

****** ***********************
Initial Complaint
Date:05/13/2023
Type:Billing 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.
We are enrolled in Amazon's "Subscribe and Save" program and have items regularly delivered to our house. Several items in our March delivery were NOT delivered, and were labeled by Amazon as "Undeliverable" with a promise that our credit card would be credited for the items. The items were charged to our credit card, but no refund was issued. We have found it impossible to get anyone at Amazon to help **. The items in question are "PetSafe Drinkwell Replacement Foam Filters" @ $5.46, ********************** Collagen" @ $8.75, and TWO "Arm Hammer Ultra Last Unscented Clumping Cat Litter" @ $32.82. This is a total of $47.03 that should be refunded to **. This total is inclusive of taxes paid for the items.
Business Response
Date: 05/17/2023
Hello *******,

I am Srujan 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'm sorry for the inconvenience caused with the orders #***-5400555-9906617, #***-0912612-3970643 and #***-6300751-3724227 that were damaged in transit and not delivered.

I've reviewed the details of the orders and as we are unable to refund the items as the orders were outside the refundable window, I've applied gift card balance for the amount of $70 (that covers the price for the shipment from all the three orders i.e., $66.40) to your account.

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: *************************************

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/18/2023

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:05/13/2023
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.
Dear Better Business Bureau,RE: Merchant A21BHOMXTAF58Y I am writing to file a complaint regarding the deactivation of my Amazon.ca Seller account. I received a notification from Amazon's Seller Performance Team informing me that my account has been deactivated due to the requirement of a video-call interview for identity verification.I understand the importance of identity verification and compliance with Amazon's policies. However, I am currently facing significant challenges in completing the video verification process due to the poor internet and cell phone service in *******, where I am currently located. As you may be aware, ******* is a war-torn country, and the unstable infrastructure makes it extremely difficult to maintain reliable internet and cell phone connections.I have attempted to book an appointment for the video-call interview using the provided form (*****************************************************), but the poor connectivity prevents me from doing so successfully. Despite my efforts, I have been unable to proceed with the verification process, which has resulted in the deactivation of my account.I kindly request a temporary exemption from the video verification requirement until the situation in ******* stabilizes or the internet and cell phone service improve. This would allow me to continue operating my Amazon.ca Seller account and fulfill my obligations as a seller.I believe that this deactivation is unfair and places an undue burden on sellers like myself who are affected by external circumstances beyond their control. I have been a dedicated and compliant seller on the Amazon platform, and the deactivation of my account has caused significant financial and operational difficulties for my business.I urge Amazon.ca to consider the unique circumstances faced by sellers in war-torn countries and provide alternative methods of identity verification or temporary exemptions until the situation improves. This would allow sellers like me to continue operating our businesses and contributing to the Amazon marketplace.I kindly request your assistance in addressing this matter and advocating on my behalf to ensure a fair resolution. I believe that the involvement of the Better Business Bureau will help facilitate a dialogue and encourage Amazon.ca to consider the challenges faced by sellers operating in war-affected regions.Thank you for your attention to this matter. I look forward to your prompt assistance and a favorable resolution.
Business Response
Date: 05/31/2023
Seller needs to complete IPI and a link has been shared for scheduling.
Thanks!
Initial Complaint
Date:05/13/2023
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.
Amazon is the most horrendous company ever i dont even words to describe what Ive been through with them, on March 26th 2023 i purchased a bulk order with maybe 70items,i went on a bussiness trip the same week so i was not home when the items arrived,my ring camera wasnt setup at the time,but i dont usually worry because my neighbors hold any packages for me,when i got home no packages were in front of my home i then went to my neighbors to get my packages they claim they dont have any packages so i said thats odd i waited a few to see if they will appear,after nothing appeared i contacted Amazon they said i will need a police report,i went down to the precent filed my report, i submit to Amazon theyre now telling me because it was multiple order numbers i will need a separate police report for each order (keep in mind)i ordered everything in one order,i spoke to maybe 30 different representatives they all have different answers nobody knows what there doing,the customer service is terrible Ive been hung up on several times nobody calls back or transfered all around,on the chats they go ghost never come back to the chat just rediculous.so i contact the precent several times at this point they are over it they explained to me an Amazon they cannot make multiple reports for each order,so Amazon sends me an email stating since i am unable to get multiple police reports for each order to have the precent put each order number on the report after the report was amended they claim they verified the report but its in pending state,on the report it clearly states completed and several officers verified that i had the police come back to my house twice to have this report amended this last time 5/11/23 the police stated its completed they dont no what else they want.i reached out to Amazon again they still refused to accept or investigate the last rep ****** even said this is a complicated case bc its so many items so nobody wants to take the time to refund 2226$
Business Response
Date: 05/16/2023
Hello *******,

I am ***********;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'm sorry for the inconvenience caused with the multiple orders that you haven't received though the tracking says they were delivered.

I've reviewed the details of the account and can confirm that the information provided by our support team is correct.

As our account specialist team is unable to reach the police department. Please contact ** back during the police department's normal business hours to get the issue resolved.

Please contact ** back with the police report that is in complete status. Were unable to accept police reports that are in "pending" or any other incomplete status.

To contact **, visit ******************************************************************* follow the prompts.

Thank you for your understanding and co-operation. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/17/2023

Complaint: 20055280

I am rejecting this response because:

Sincerely,

***********************************
i have only called during business hours this is an excuse. the report number is SEQ-******-23 you can call at anytime i have called the precent numerous time about this matter and they answer right away anytime of the day.every time i contact Amazon there is an excuse i will be getting a lawyer involved if this is not resolved immediately i have reached out to Amazon 100 times and every time i call its a different excuse because nobody wants to take the time to submit the refund i have done every single thing you guys asked of me what is the hold up,someone pick up the phone and call the precent to verify and refund my money!!!!!!!!
Business Response
Date: 05/19/2023
Hello *******,

I'm writing this email as a follow up on your BBB complaint.

I've got the details reviewed by our internal team and received an update on your issue.

The Order ID: ******************* was already refunded on April 28, 2023 back to your payment method (installments).

We have refunded the item "Chrome Metal Bar Wine Tea Serving Cart with Tempered Glass" from the order # ***-7086805-9168204 back to your payment method.

You can view the status of your refund in Your Account here: ***********************************************************************************

As a separate Police Report is needed for orders delivered in different shipments, we won't be able to refund the other shipments/orders.
The Police Report must be filed before 45 Days from the delivery date to be considered for review. We won't be able to refund if the report is filed after this time period.

I hope you find this information helpful. Have a great rest of the day!

Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/22/2023

Complaint: 20055280

I am rejecting this response because:

Sincerely,

***********************************
Hello,
Here we go again you guys are taking me in freaking circles now this is rediculous those orders did not require a police report so i was refunded prior to me receiving a police report i specifically spoke to ppl at Amazon and was sent emails from you guys regarding this matter,the police department advised Amazon and myself they cant and will not make several police reports for each order they can include each order number on one police report i have an email from you guys which states since i cannot get a separate report for each order i will need to include each order number on the report along with the value.and so Ive done that i specifically inquired about a refund for 3 orders which Ive included on the report i have videos from the police officer verifying everything they dont understand the games you guys are playing its always a different excuse either the report isnt completed,which it is i have a copy of the report i have a video of the police officer stating the report is complete.the next excuse is i need a separate report for each order which we already established the police cannot give separate reports and AMAZON even advised me with there own written words to obtain a report with the each order number,Ive done that.then the next excuse is they cant get a hold of the police department because it isnt bussiness hours which is a total lie. Just refund my money stop playing these games because i have a paper trail of all of the emails and chats and recorded phone calls,below are the order numbers listed on the report in completed status,call the precent and verify if neeed, they have been added i will also attach the video of the police along with the email from you guys
Report #SEQ-010887-23
Order numbers below
113-1319673-2609855
113-1902909-6418631
113-7086805-9168204
Initial Complaint
Date:05/13/2023
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.
Order ID *******************. date :10th May,2023 the official website showed free return 90 days ,unfortunately, I bought it and tried to return it ,they said non-returnable.that is cheating
Business Response
Date: 05/15/2023
Hello ****,

I am Srujan 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'm sorry for the inconvenience caused with the item purchased in the order #***-8595511-0787440.

Due to health and safety regulations, we're unable to accept returns of this item. Also, the item is listed as not returnable on our website.

We would highly recommend that you contact the manufacturer for any assistance with warranty, replacement, or refund information.

You can find the seller / manufacturer's contact information here: *******************************************************.

For more information about the Amazon.com return policy, including those items which cannot be returned, please visit the following link to our Help Pages:

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

We appreciate your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/16/2023

Complaint: 20055189

I am rejecting this response because:the Website clear show the item free return no reason

Sincerely,

***************
Business Response
Date: 05/19/2023
Hello ****,

I am ****** 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 item details provided in the link provided in your email and the item details purchased in the order.

I see that you have purchased the item of the link : ********************************************

The item link you provided is ********************************************

As the item ordered is listed as Not-Returnable, We would highly recommend that you contact the manufacturer for any assistance with warranty, replacement, or refund information.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.
Regards,

****** K
Amazon.com
Customer Answer
Date: 05/22/2023

Complaint: 20055189

I am rejecting this response because:

Sincerely,

***************
Initial Complaint
Date:05/13/2023
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.
Order date Apr 13, 2023 Order #***-2590448-7789039 Order total $49.92 (1 item)I pay for a prime membership that allows for easy, free returns.I am a *** citizen I shop on Amazon's *** site only to avoid international hassles, including theft or poor product quality. I ordered the above item using Amazon's *** store.Only when it arrived did I see it was an international product from an international store.The item is junk, has no directions and the printing on the box is not in English. I am within the return window, however to utilize the return, Amazon requires certain undisclosed actions, like using *** and printing off customs forms.I cannot comply with these conditions since I am disabled and had they been disclosed at sale, I would not have purchased the item. I spent three hours today crying in frustration with ************ and also on a phone call with Prime without resolution. I feel Amazon advertises Prime as easy returns but this is not ****. It did not disclose to me there were additional steps, the product was unusable, had no directions and was from outside *******, where consumer protections apply. I deserved to know ALL the issues that made this transaction different under my purchased Prime membership, but Amazon did not disclose them and slipped in an international product with *** products without disclosure. Fine print is unacceprable when Amazon offers one-swipe ordering. I want my money back. I cannot physcally meet the return requirements that were undisclosed by Amazon at purchase. I invested three hours via chat and phone and just ended up in tears. Amazon needs to disclose when it is deviating from prime obligations that I pay EXTRA for. I do not want international products and did not want or contract for this!
Business Response
Date: 05/16/2023
Hello ***,

I am ***********;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'm sorry for the inconvenience caused with the order #***-2590448-7789039 placed for a Global Store item that is shipped from Amazon **.

I've reviewed the details of the order and see that you were assisted with a pre-paid return mailing label. As a return is required for us to refund the item, you will need to print the return mailing label to return the item.

As the label advises a *** return, you can return the item(s) to any *** drop-off point located across ******. You can find your most convenient *** location using the following link:

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

To access a return label, click the link below and follow the instructions provided:

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

Click on the Email to a friend button and follow the instructions provided if you don't have a printer so you can forward your return label to a friend to request that they print it for you.

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/17/2023

Complaint: 20054970

I am rejecting this response because:
This is not applicable to the issue of my complaint.

1. Amazon sold a foreign product from another country through its *** store without notice. It appears to have been mistakenly offered on ******* site.
This foreign product is junk, has no directions for assembly, and has no English language printing on the box exterior.
2. I pay extra for Prime membership to make returns easy for me. I only shop in ******* store.
3. The return of this item is not easy for me. It requires multiple steps to print documents to pass through customs. I cannot perform these steps because of a physical disability. In its BBB reply, Amazon misrepresents the entire problem. I am not in need of a label and that is not all Amazon is requiring.
Amazon also requires I not use my regular drop off for returns and use **** It requires a specific drop off location I cannot get to.
In summary, it requires me to travel to perforn tasks to obtain a refund. I cannot travel because of a disability. I made Amazon aware of this and it ignored me.

4. These steps to return and get through customs were not disclosed to me prior to the sale. If they were, I would not have agreed to the purchase since I am disabled and cannot perform these steps that are outside the normal return process.
I have repeatedly tried and wasted considerable time trying to resolve this without copperation from Amazon.
I have made Amazon aware I cannot physically perform the undisclosed extra-requirements to return this item and it still insists I perform them. This is unreasonable. I want a refund. They can have the item if they arrange for pickup at my home and Amazon prepares the necessary customs paperwork. I am disabled and this is discriminatory towards me at this point. This foreign product was sold to me fraudulently and I want my refund which is now going to be delayed.
I am being discriminated against and Amazon has a duty to disclose requirements that are outside a normal process, especially to customers who pay extra for the advertised "free" returns under Prime.

Sincerely,

*****************
Business Response
Date: 05/21/2023
Hello ***,

I am ****** 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'm sorry for the inconvenience caused with the order #***-2590448-7789039.
In continuation with our correspondence on the issue, a return is required for ** to refund the item without which we won't be able to initiate the refund. I'm sorry again if this cause any inconvenience to you.
I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.
Customer Answer
Date: 05/22/2023

Complaint: 20054970

I am rejecting this response because:

The foreign country product was mistakenly/wrongly sold to me in ******* store by Amazon without disclosure prior or after sale.

Had Amazon disclosed that the product was from outside ******* store; that the product was junk; that the product has no assembly instructions and the printing on the box is in Polish; and that to return it would require printing MULTIPLE DOCUMENTS to get through customs and require me to bring it to *** and not my regular drop off at Kohls, I would not have purchased it.
Amazon is welcome to arrange for pickup from me via *** and provide the necessary customs documements. I am unable to accomodate the undisclosed return effort that was not disclosed to me by Amazon prior to sale.

I pay Amazon extra money for easy returns. Having multiple additional printing and other steps to return this item was never disclosed by Amazon prior to sale.
Since my purchase, Amazon has corrected its ertor and removed the Polish item from its *** store but has not helped me. It has stuck me with junk I am unable to return.

Sincerely,

*****************
Business Response
Date: 05/25/2023
Hello ***,

I am ****** 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'm sorry for the inconvenience caused with the order #***-2590448-7789039.

The item ordered is listed as Sold by: Amazon Global Store ** and Fulfilled by: Amazon Global Store ** on our website

Even Items sold and shipped from our Global Store needs to be returned for a refund. You may refer our Global Store returns help page for more information here:

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

As a return is required for ** to refund the item without which we won't be able to initiate the refund. I'm sorry again if this cause any inconvenience to you.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/26/2023

Complaint: 20054970

I am rejecting this response because:
Clearly Amazon has ignored the content of my complaint. The product was NOT SOLD through your global store. Only after ordering it, and receiving it did I learn it was a global product. There is no evidence Amazon can provide that shows I ordered this or agreed to terms via global.
As a matter of fact, just yesterday I purposely ordered from the global store and there were multiple prompts AND MY BANK NOTIFIED ME of a foreign charge on my account. My bank has no record of any global purchase of a hose reel, the item at issue here. This is because Amazon had incorrectly listed and sold it via ******* store. You stuck me with a junk product I cannot return. I did not agree to the terms of this sale. You misrepresented it as a *** store item but it wasn't. It was a bait and switch, which is illegal.

There were no such instances or notices from Amazon or my bank for this hose reel that I cannot assemble or read the box.

You are welcome to arrange for pickup at my home and handle customs documents and I await my refund. By not disclosing this was a global purchase, you have not been honest in your dealings and I will continue to pursue this matter.

Thank you but you have in no way been helpful.
Please assign this matter to another person at a higher level with power and a desire to help me.
Thank you

Sincerely,

*****************
Initial Complaint
Date:05/13/2023
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.
My Amazon account with the registered email address **************** and the name *************** was subjected to a risk control measure in April 2023 due to suspicion of being stolen. I provided my personal information as requested by Amazon to prove that my account had not been stolen. However, despite providing all the required information and documents, my account still cannot be accessed.I have contacted Amazon customer service representatives several times, but their service has been extremely poor. Representatives would sometimes say that my account name did not match, or hang up on me intentionally, or claim to have sent a verification email when there was none. My account remains stuck in a loop of receiving a one-time email verification code, providing a phone number, completing a captcha, and then being asked for another one-time email verification code.Moreover, every time I contact customer service representatives, I get different answers and solutions, but the problem remains unresolved. I have spent a significant amount of time and effort trying to resolve this issue, but I still cannot access my account.I am extremely disappointed and dissatisfied with Amazon's account risk control measures and customer service. I believe ********************** has a responsibility to ensure the security of its customers' accounts and provide good customer service. However, in my case, **********************'s account risk control measures and customer service have clearly fallen short of this standard.Therefore, I request BBB's assistance in resolving this issue and ensuring that Amazon's account risk control measures and customer service are improved. I hope ********************** can resolve my account issue, restore my account access, and provide a satisfactory solution.Thank you for your time and support. If you need more information or documents, please contact me.Sincerely,[***************][e-mail:****************]
Business Response
Date: 05/16/2023
Hello Feng Dai,

I am ***********;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'm sorry for the inconvenience caused to you with your account access.

I've reviewed the details of the complaint and got the account reviewed by our account specialist team.

They have confirmed that they have taken necessary action on your account and have emailed regarding the same on May 16, 2023 at 5:15 AM (PDT) with the subject line "Action required: Recent changes to your Amazon account".

For your convenience, I'm providing the correspondence below:

We believe that an unauthorized party *** have re-accessed your account. To protect your information, we have:

-- Disabled the password to your account. You can no longer use the same password for your account.
-- Reversed any modifications made by the unauthorized party.
-- Canceled any pending orders.
-- Restored any gift card balance that *** have been used by the unauthorized party. It *** take 2 to 3 days for the gift card balance to be restored.
-- Disabled the Two-Step Verification in your account. Please reactivate if appropriate.

Please allow 2 hours for these actions to take effect. After 2 hours, contact **************** to regain access to your account.
Customers in *****************: ************** Customers in ******: **************
International customers: **************
Please ask to be transferred to the ************************* for help.

In the meantime, we recommend that you do not use the same password that you use on other sites, including your email provider. Actively monitor all your accounts, including your email, and any unauthorized change to auto forwarding/deletion rules of your email setting.

We also recommend that you review all recent activity in your payment methods, and report any unauthorized charges to your bank or financial institution. As the refund will not be issued by Amazon, your financial institution will send you forms to formally dispute the unauthorized charges. The applicable merchants will be notified and charged back, and your account will be credited.

Once you regain access to your account, you *** need to:
-- Re-enter your complete payment method information the next time that you place an order.
-- Re-enter any addresses that you recently added to your account.
-- Check your subscriptions, if you have any. You *** need to update them.

We also recommend you to add your mobile phone number in your account. If you had already added it, please review it is updated.

To ensure the safety of your account, please enable Two-Step Verification on your account by going to "Your Account", then choosing "Login & Security" from the menu, and then clicking on "2SV Settings".

To learn more about Two-Step Verification and what you can do to secure your account, please visit our Security and Privacy page.
*****************************************************************************

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/23/2023

Complaint: 20054965

I am rejecting this response because:
I have called customers service line in *****************: ************** and transferred to the ************************* for help.They verified my account and personal information.AND keep me waiting for email notification.But my email didn't receive any change about my account, and I still can't access my account.

Sincerely,

***************
Business Response
Date: 05/25/2023
Hello ***************,

I am ****** 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.

In continuation with our correspondence, as the account is reviewed by our account specialists already, we are not able to take additional actions, including overriding their decisions for next steps.

You may contact our **************** to regain access to your account.

Customers in *****************: ************** Customers in ******: **************

International customers: **************

Please ask to be transferred to the ************************* for help.

Once you regain access to your account, you may need to:
-- Re-enter your complete payment method information the next time that you place an order.
-- Re-enter any addresses that you recently added to your account.
-- Check your subscriptions, if you have any. You may need to update them.

We also recommend you to add your mobile phone number in your account. If you had already added it, please review it is updated.

Thank you for your understanding. Have a great rest of the day!

Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:05/13/2023
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.
Hello! Dear BBB, I am writing to you as a seller on Amazon regarding a concerning review posted on Amazon ******. I kindly request your assistance in addressing this matter promptly, as it has the potential to significantly damage my reputation and mislead potential customers.The review in question bears the title "Received open package" and states, "Not sure whether it is used, but it is an open package." While I value the importance of genuine customer feedback, this particular review raises serious concerns for the following reasons:1) Inaccurate Representation: The review inaccurately portrays the product's condition received by the customer. It states that the package was open, suggesting the possibility of a used item. However, I can confirm that all products I sell on Amazon are brand new and undergo strict quality control measures prior to shipment. This review falsely implies that my business engages in dishonest practices, potentially deterring prospective customers from purchasing.2) Unverified Claims: The reviewer expresses uncertainty about whether the product is used, indicating a lack of concrete evidence to support their allegation. This unsubstantiated claim could mislead other customers, as it spreads doubt and undermines the integrity of my business. It is essential to emphasize the importance of verified and reliable feedback in maintaining a trustworthy marketplace environment.As an Amazon seller, I firmly believe in maintaining the highest standards of product quality, customer satisfaction, and transparency. This review not only violates my rights as a seller by making false accusations but also ***** the overall Amazon community by disseminating misleading information. I kindly request that you thoroughly investigate this matter and take appropriate action.
Business Response
Date: 05/15/2023
Greetings from Amazon.com

I have confirmed there's an existing case with a pending investigation. Advise the seller to continue monitoring Case ID: *********** for a resolution.

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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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