Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

59,741 total complaints in the last 3 years.
21,450 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:05/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for 2 car tires on 3-6-23 for $451.18. When they arrived they were not the correct size or model. I called *** to pick them up to return them. The tires were strapped together when we received them and when they were picked up by ***. Amazon claims that they only received 1 tire therefore only refunding $225. for 1 tire. I feel that it is Amazons responsibility to refund me for the entire order. I have documentation on everything.
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 return - refund on the order #***-4843528-8422664.

I've reviewed the details of the order and see that the return is created as two different returns with the return mailing labels below:

Return Mailing Label : DKLfNWrsRRMA - UPS Dropoff
Return Mailing Label : DWLTNHrsRRMA - UPS PickUp

As you have returned the item(s) using a single RMA and there isn't any return processed for the second tire, the item isn't refunded. Please know that the return mailing label will be used to process the refunds at our returns center.

As the other return mailing label isn't used and the order is over 60 days from the delivery date, the option to refund the item isn't available for **.

To help you with this, as a one time exception, I can apply the refund for the other item applied in the form of gift card balance in the amount of $225.59 to your account.

Gift card balance doesn't have an expiry and can be 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.

Kindly reply back to this email if you wish to have the gift card balance applied to your account.

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,

*******************
Customer Answer
Date: 05/30/2023
Good morning!
I accepted Amazon's offer for a gift card but I have yet to receive anything. I accepted on May 18, 2023. Today is May 28, 2023. Thank you for your help,

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

Business Response
Date: 06/04/2023
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 understand that you haven't received the gift card balance as offered by us. I'm sorry for any inconvenience caused with this.

I've reviewed the details and see that we have requested to reply to the email with your consent to receive the gift card balance as an exception. However, I see that you have accepted the response on BBB portal and haven't replied to the email sent by us. Hence, we haven't notified about your consent to receive the gift card balance applied to your account.

I have now applied the $225.59 gift card balance to your account successfully that is readily available in your account now. Gift card balance doesn't have an expiry and can be 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.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 06/22/2023
On June 22nd 2023, BBB received the following feedback from *********************** in response to Assumed Answered complaint closure survey:

Amazon owed me money and you guys got me a credit which was definitely better than nothing! Thank you so much!
Initial Complaint
Date:05/12/2023
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.
Dear Better Business Bureau,I have a selling account on **********************, and it has been deactivated due to the problem that Amazon has found an account which is quite similiar to mine. They decided that I created both this accounts but I didn't. I used the third party services for easy registration but I didn't create the other account. I haven't signed any agreements, I only paid for their services of representing my legal interests. I've been requested to send a pack of my original documents, some kinds of information and CC since all these details were required for registration of Amazon selling account, so I did, and after some time I've received my account, email address and password as well. Since that time I haven't heard anything from them and of course I stopped doing business with them since all our legal obligations have been done. I can prove it at least by active sessions data that I guess you have, and you can see the ** address from which I'm operating my account. They can also see my shipping settings and find my warehouse address where I store my items, so they can compare it to the one that other seller owns. I sold only those items I decided to sell personally applying on a customer interest and my abilities to provide a high-quality product. I have no idea what kind of products this seller sold but I am pretty sure that we have nothing in common on this part. I asked my employees if they have a seller account and confirmed that they haven't registered any accounts on Amazon ever. Moreover, none of them even have an access to my seller account. The information about my address in Legal entity section is unique, it's my real phisycal address. And I believe that no one could use my identification data to register another account since I haven't disclosed my persona identification documents on the internet.I ask you to contact Amazon and request additional review of my account. Hope that you'll be able to help me.Best regards!
Business Response
Date: 05/15/2023
Hi,
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 5/15/2023.
Thanks, Amazon.com Seller
Performance
Initial Complaint
Date:05/12/2023
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.
We have several thousands of dollars of mostly mobility scooter items that we paid for on Amazon. We paid mostly with credit cards but partially with a $1300 gift card that we purchased from Amazon. Now Amazon locked ** out of our account requesting credit card documentation that paid for the gift card. The problem is that after several daily attempts they have not given ** a means of sending them the info via email or otherwise. Theyre essentially holding our paid for orders and items hostage and wont let ** have access to our proper account. Enclosed are all the requested documents that Amazon requested. Thank you. **** & ************************ ************
Business Response
Date: 05/14/2023
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 account.

I see that you have two active accounts under the same email address and the said gift card amount is in one of the accounts. I might suggest you please reach out to our customer service department via phone so that they can help you with the access to the account.

Also I would suggest you close one of the accounts which you didn't use often so that in future it would be easy for you to maintain it.

To contact our customer service department, visit ********************************************************** and follow the prompts.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/15/2023

Complaint: 20050171

I am rejecting this response because:
This is the exact same excuse that Amazon has been providing me for about three weeks now. Still nothing to truly remedy the situation got done. This is what ultimately lead me to file this complaint in the first place and Amazon is still using the same useless misleading language as they did before!
Sincerely,

***********************
Initial Complaint
Date:05/12/2023
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 purchased a **** laptop from Amazon for ****** order ***-6138476-4813004 and when I received it it was not what the discretion on the page said it was so I returned it and very quickly and specifically told them that the refund is not to be placed on a gift card but they did this any way so I picked out anther laptop a ****** 2023 model order # ***-3493583-1901022 when I received this one I checked to see that it had all the features that was stated it did not it was a year older than stated and some other things so I contacted Amazon and told them that they were falsely advertising they had me send it back I did when I was given a refund they again placed it on a gift card and will not refund the money back to my card and I went in and it will not let me even access the money at all say I need to contact Amazon when I do they tell me there is nothing that can be done and hang up I need that money placed on the original card so i can pay this off and not have a higher credit card bill and Amazon is refusing to help me at all
Business Response
Date: 05/24/2023
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 see that you have used the gift card balance when initial order was refunded. Unfortunately once the balance is used, we are unable to issue refund for the order.

A refund is always issued to the payment method you choose during the request for a return mailing label. Either the original payment method or to the account. Original meaning the (Card or Gift card) whichever you originally used or the account being the gift card alone.

I'm sorry there is nothing we can do in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/25/2023

Complaint: 20050049

I am rejecting this response because:
That I myself advised the customer service personal that I did not want the credit placed on a gift card ! I wanted it to be placed on the card that I used ! This was for the first laptop I purchased that was falsely advertised ! I thought I made it very clear she even stated that she understood that . As for there documentation all it shows is the way that I purchased and they issued a credit on THERE ACCOUNT! Not where I had requested it to be placed on the card through there so called customer service ( that most of the time you cant understand them! I know that this was done Thursday Amazon to ensure that I had to spend my money and I repeat. MY MONEY !With Amazon! They have no right to take control of money that belongs to a customer at all . I was not ask at anytime where I wanted the refund place !
Sincerely I

************************
Initial Complaint
Date:05/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I own Amazon electronics such as Amazon Firestick, Amazon Echo and Amazon Kindle.I previously had an Amazon account ****************************** that got placed on hold because I could not verify my payment method (I used a gift card code that I got so I have no proof of purchase). I called in to have the issue resolved but was told that my only option was to abandon my account that I had since 2014 or so.I then created a new account as instructed and added my own personal debit card. I did not make any purchases while I had this new account until I went a ahead to make a $5 purchase recently. My account was then placed on hold once again logging me out of all my Amazon products rendering them useless until I could prove that the card was mine. I tried provided every possible information to prove my ownership of the card.After finally submitting what they wanted, my account was then permanently closed because they linked me to the previously closed account and explained that I could no longer create a new account even though I proved I owned my own card. So now my Amazon products are completely useless for no reason after I paid my money for these items.Now my suggestion would be not to completely ban people for not being able to verify a simple payment method but instead not allow them to use said payment method but keep their account especially if they own Amazon products that need an Amazon account to even function in the first place.I have none of these issues with no other online store except Amazon. Everything else works flawlessly with said payment methods.
Business Response
Date: 05/31/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 6/1/2023 confirming account reinstatement.

Sincerely,
Amazon.com
Initial Complaint
Date:05/12/2023
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 have been a Amazon customer since 2006. I have spent an obscene amount of money over the years with Amazon, obscene at least when it's compared to the fixed income I live on. There used to be a time where if you had a problem with an order Amazon would actively try to resolve the issue with compassion that clearly reflected how valuable you were to Amazon. However, over the last 6 months , a year at most on more times than I can count, I have been greeted with hostility and disrespect. The last call I made only minutes before I started this complaint I was treated with such disrespect that I was hung up on. I was not yelling or cursing or being rude in any way in fact I am not ashamed to admit I was crying. I ordered a fantastic cost *********************************************** remote. I was told all Amazon could do was get me to ship it back and I would get a refund. I asked to speak to supervisor. I wanted to order a second one so I would only have to wait for a couple days to get the fan up and running. I requested that Amazon give a 20 or 25 dollar gift card to show that they truly were sorry for such an inconvenience at which time they said that would be against policy. I told then I found it hard to believe that Amazon's policy was to no longer do little things like that to keep their customers loyalty. I asked through my tears why here lately Amazon has dismissed one act of poor mistreatment after another. I asked was there something in my file that I wasn't aware of. I remind you crying the entire time. The supervisor dismissed my questions and just repeated all I could get was a refund and th we n told me that I been told three tome and so he was hanging up n before I could say a word I was hung up on. Now I am stuck trying to find the hardware needed to hang the fan. I wish I could have recorded the call so the world could hear how horrible the supervisor c utt ut it ut iy iu tu tr,uh
Customer Answer
Date: 05/17/2023
I have been a shopper with Amazon since 2006. It used to be if you had any issues Amazon would always go above and beyond. However in the last year, I have lost almost 300 dollars with Amazon. One incident I bought a shock collar from them and it stopped working properly within a week after I received it but before I could even call and complain, my Maltese started fighting with my *********************** I tried to use the collars but they didn't work and the dogs in knocked me into this gate I bought from Amazon and it collapse and I went crashing to the floor breaking 2 ribs. I could have sued but instead I tried to be understanding. Personally i think the least Amazon could do was refund my money without making me have to return it considering I was in too much pain to even get out of bed let alone package up the collar. But they couldnt even be bothered to fein compassion. By the time i troed to return the collars they wouldnt let me. So that was over 50 down the drain.

Then i bought over 300 dollars innmerchandise. They were split up n delivered on 4 separate days. The bulk of the stuff was delivered on Friday and Saturday but either they were delivered to a wrong home or they were stolen off my porch. I contacted Amazon and they said I needed to get a police report done i had already reported it to the post office but I went ahead and reported it to the police. The police did exactly what I predicted nothing. But when I called Anazon to give them the the details from the police report including the officer and so forth I was told by Amazon that all but three items were not covered by their loss prevention or something like that and they only refunded me money on $100 out of the $300 even though I was told that it would all get taken care of after I filed the police report so that was $200 down the toilet then I received a box from Amazon that arrived open the mailman asked my husband if he could verify whether or not everything was in the box what you couldn't because he didn't know it was supposed to be in the Box when I got home I confirm the fact that the box was missing at least one package and the bag of another package was open and they were supposed to be a thousand and there was only like $500 or 600 pieces instead when I called Amazon tell them that they said I had to call post office I called the post office post office said there was no insurance on it there's nothing I can do about it I had to go to Amazon so I called Amazon back told them that and they said well it was shipped with the proper weight so as far as they're concerned everything was in the box I said but the box was open they said that wasn't their concern so even more money down the tunes. I know there was another incident but I am so stressed I can barely remember my name.

Personally I think Amazon owes me about 250 dollars and that is being conservative. I would ve content with getting back just the restocking fee because if I had been informed of such a fee I would not have returned it I would have tried to go to brother for coverage under warranty but I was not informed my money was just taken. Then I terribly mistreated by Amazon rep when I contacted them about the ceiling fan and as I was crying I was told that I had been told all necessary information three times so they no longer wish to continue they no longer wish to talk to me and hung up and wasn't like I was yelling I was crying for crying out loud and they just hung up on me I would love to know why each time I've had to call Amazon I've gotten treated worse and worse I'm going to attach the video of what was actually in the box with the ceiling fan it's the video that the seller requested this fan clearly was a used fan the someone opened up and they just resealed it and send it to me
Business Response
Date: 05/21/2023
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 for "Brother ******* PC Connectable Label Maker".

I see that the item was returned after the return time expired and hence a restocking fee was charged. While I understand you are disappointed in this case, unfortunately as the order is out of return time, we are unable to issue refund for $17.00.

If you are okay, I can issue a Promotional certificate for the same amount so that you can use it for future orders.

Also, I've let my leadership know about the ordeal and they have assured a review and appropriate coaching for my colleagues who have attended your issues lately. While we are unable to

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:05/11/2023
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.
111-2756609-0564229 Ordered a few things. Had issues. Returned them no problem. Finally opened the face patches and they are not as described. Couldn't open a return request due to an error on the site (I don't have their app). I asked customer service to open one, and they said they would have it emailed. They are 3x the size of the picture and unusable. **************** refuses to treat non ********************** members with the same respect as prime members. My parents have an account but i made one to order gifts for my mom without her seeing. The level of customer service she receives is not the same as my own. **************** did not create any label, and then the return window expired so I'm stuck with items i wanted to return. Problem 2: order: 111-1898918-2172206 this order was a replacement case for the above order. I got the wrong phone case, returned it to **** and once the refund was in, I got this one. Well, it says delivered at mailbox but I don't have a mailbox! Our mailbox was destroyed by a kid on a go-kart! Amazon delivers my mom's packages to our DOORSTEP AND TAKES PHOTOS! This was delivered at/in SOMEONE'S mailbox, but not mine because I didn't have 1! They also have no proof it was delivered as there is NO PIC! A multibillion dollar company is fighting me over $40 in Amazon gift credits MY MOM bought! Gift credits that would be REUSED ON AMAZON SO THEY ARENT LOSING ANYTHING! IT COMES DOWN TO OVERSEAS CUSTOMER SERVICE TREATING AMERICANS POORLY, AND TREATING NON PRIME WITH MUCH LESS RESPECT THAN PRIME MEMBERS. Why would I now buy prime when I move out next month? They treated me so awfully over their own *** guarantees. Their reps are allowed to answer chats/calls and basically waste time providing no help. I want my money back.
Business Response
Date: 05/27/2023
Hello,

I am *********************** 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 am sorry for the inconvenience caused to you with Order ID: ******************* & Order ID: ******************* . I have checked the order details and see that the refund was issued on the Order ID: ******************* on Tuesday, May 16, 2023 at 7:38 AM (PDT) of $23.03. The refund has been added to your gift card balance on the 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:
*************************************

Regarding "Wrinkles Patches Chest Wrinkle Pads, Set of 11 Pcs Facial Wrinkle Remover Strips, Forehead Wrinkle Patches, Anti Wrinkle Patches For Reducing Forehead " I have checked and see that the return window was expired on Expired on May 6, 2023. This being the reason, the system isn't accepting the return request on the item.

I hope this helps. We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
*****************************
Initial Complaint
Date:05/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently had an issue with our Amazon order # ***-2490986-7679433. We returned it to the *** store and waited for confirmation of the progress of the return, When we got no updates on the progress of the return, I contacted the *** store we brought it to and was told they had no tracking but the order was sent back. I contacted Amazon on the issue and was told on May 3rd 2023 that the item was still at the *** store. I contacted the *** store again and was told by the manager that they have no tracking but the item was on it's way back to Amazon. I contacted Amazon again with a different representative who a day later sent me a tracker of the item because the item was not showing in transit on my returns & orders page. This item has stayed static on this link thru today May 11 2023. I contacted Amazon today and was told that the item had now been received even though it wasn't showing it on the tracking link provided and that I would have to wait until May 24th 2023 to get my money back on this return. I asked why and was told it was processing time. So this was 3 weeks total for a return on this item due to the fact that no one I spoke to at first could track the return or why it was taking so long to receive this item back. I then asked if I could speak to a manager about this issue and was transferred. The manager came on and asked what the issue was, I explained the situation of having to wait all week to find out where this item was in transit now only having to wait another 2 more weeks just to get a refund. All the manager kept doing was reiterating the Amazon policy on how long a return can take on some items, When I asked why it took so long to receive the item she just reiterated the Amazon policy and them said " is there anything else I can help you with today?". I asked for her name and all she told me it was SL, I said SL like letter S and letter L, and she said yes. My point is that the customer service on this issue with this manager was very poor.
Business Response
Date: 05/14/2023
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.

Weve received the ***** Slippers for Men and Womens Indoor House Shoes and have issued your refund. Thank you for sending the item back. Your return is now complete.

Total refunded:$32.71

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 05/15/2023

Complaint: 20049731

I am rejecting this response because:
Yes, I see the refund has now been applied to the return of these slippers, thank you. I also would like my concerns with the customer service on this issue addressed that occurred during the return process. My customer service experience on this return was detailed in my initial statement to the BBB. I personally feel Amazon should demand a high level of courtesy and professionalism, especially when it comes to a manager handling of a customer issue.

Sincerely,

*******************************
Business Response
Date: 05/18/2023
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.

Thank you for bringing this to our attention. It's disappointing to hear our customer service team wasn't able to resolve this concern for you. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.

It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.

I've forwarded your message along to the appropriate supervisory department for their consideration.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 05/19/2023

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:05/11/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 300 key rings and clasps from Amazon.com on 4/15/2023. I received only 200 key rings and clasps. I contacted Amazon and they refused to refund the amount I paid for the clasps that I did not receive. Order 111-2433241-7865010.
Business Response
Date: 05/14/2023
Hello ***********************************,

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

I've reviewed your BBB complaint and I'm sorry to learn you have not received 1x of 100PCS Swivel Snap Hooks with Key Rings.

In this case, as per your request, I've issued a full refund of $10.00 which will be processed to your original payment card within 3-5 business days.

Regards,

*****
Amazon.com

*****************************
Initial Complaint
Date:05/11/2023
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 have been a prime member for yrs. I order from them alot. In late February or early March I prefer a few sweaters and 2 pairs of jeans . I received 2 sweaters and 1 pair of jeans. I looked on app after realizing I never received one of each. I called customer service. Spent over 3 hrs and get passed to about 7 people and was told over and over that it was impossible and if it was scanned then the was absolutely no way I didn't. I was told there was nothing they could do. I was actually crying due to the treatment. I said I had cameras and would sent proof. Also I ordered 5 sweat outfits that were delivered to 2 separate states! Orders get cancelled after MTh of purchase. Last week again issue with package. The one stating delivered was missing and one that wasn't supposed to be here for 2 weeks was here. I called again. 3 more hours 5 more people. Now I was told to wait 2 weeks. When I said according to you if it says delivered it I isn't possible not to have been. Then I was told Amazon wasn't responsible for missing packages. When I finally had enough I brought up that I ordered off Amazon, Amazon took the payment. I asked what exactly the is Amazons part and was informed it's name of site and that's it!!!!! I asked them why I pay Amazon for prime membership if they are just a name of a site!!!!Then even after stating I didn't want the refund because I had purchased at a huge discount and I needed to now replace item and the price is back to normal. I said I should be refunded the amount it would cost me today!!! He rudely said I have refunded your money and this matter is over!!! I have asked for 3 mths for my membership to be adjusted due to my EBT. I explained I called in January and had it fixed and was overcharged since then. The one representative stated he was issuing a 40 refund. Of course never did. When called back was told again I am lying and refused my refund even tho I was already promised it in writing. Horrible horrible customer service. I have lost so much money in overcharged membership and having to replace items that were canceled, delivered to other states, not delivered at all. I used Amazon due to great discount codes and coupons. I have spent so much money that I can't afford as a single mother repurchasing something now at full price. Amazon treats customer horrible. Speaks to them like we are criminals. I have never been called a liar so many times before and had a company completely deny accountability. Rather then find the problems and fix or treat customers like they are valuable they would rather fight over ***** dollar orders and refuse to help customer receive what paid for. They scam you by offering item at huge discount and then make us have to reorder at new price!!!
Customer Answer
Date: 05/18/2023
From: K Q <***********************>
Sent: Wednesday, May 17, 2023 5:16:46 AM
To: Info <**********************************>
Subject: Add documents proving complaint 20049247

I have finally received transcripts of customer service calls. One however is conveniently blank. The one where the employee stated he was refunding the overcharged 40 for prime.

This should include both audio and transcript

Complaint number. 20049247

Business Response
Date: 06/01/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help ** with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact ** from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Customer Answer
Date: 06/15/2023

Complaint: ********

Complaint #******** I am sorry but I just saw the last email stating that this has been resolved. It has not by any means. Their reply was complete nonsense. It has nothing to do with the complaint!!! My complaint was about the horrible customer service! The way I was treated. The way their employee tried to say Amazon was merey a site and not responsible for any of the issues. The way customer service called me a liar via different employees and refused to refund 2 orders that I didn't receive. How an employee refunded me for another item despite me telling him not to. For the stress of orders being cancelled after a MTh of ordering, items being delivered to other states. To the complete disregard for my business and my unhappiness. For refusing to compansate me for the many many orders that have been late, missing, canceled. The hrs spent on phone trying to resolve this. To the horrible horrible treatment. Their response about not giving an order number is one of the points. I am complaining about the whole experience, yes there was 2 orders included as evidence.

Business Response
Date: 06/22/2023
Hello,

Thank you for bringing this to our attention. It's disappointing to hear our customer service team wasn't able to resolve this concern for you. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.

It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.

I've forwarded your message along to the appropriate supervisory department for their consideration.

Thanks for choosing Amazon.

Regards,

Meraj
Amazon.com
*****************************
Customer Answer
Date: 06/22/2023

Complaint: 20049247

I am rejecting this response because:
I spent hours on phone with multiple people and not one would listen to me. I was called a liar and refused to be refunded the 30$ for the items not delivered. I was also lied to and even told Amazon is only the site name and not responsible for all issues and refused compansation under the A to Z gaurentee. I told them I wanted to cancel my Prime and refund for the cost due to it not living up to it's promises. I would also like compansation for the hrs on with customer service and the money I had to put out buying the items somewhere else. Also due to the fact that I bought item on sale and it now costs a lot more to rebuy it. I would like to be paid for the hrs wasted and extra money paid to rebuy items.
Sincerely,

*********************
Business Response
Date: 06/28/2023
Hello,

Thank you for bringing this to our attention. It's disappointing to hear our customer service team wasn't able to resolve this concern for you. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.

It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.

I've forwarded your message along to the appropriate supervisory department for their consideration.

Thanks for choosing Amazon.

Regards,

Meraj
Amazon.com
*****************************
Customer Answer
Date: 06/29/2023

Complaint: 20049247

I am rejecting this response because:
As much as I appreciate the response, it still doesn't make up for the complete embarrassment I was subjected to for about 3 hrs being called a liar over and over and refusing to refund the money for the items I purchased and never received. Then there is the issue of being overcharged every month for 4 mths buy 11 dollars for Prime! So I was overcharged for a service that is useless and not worth it. Then the fact that even after being promised 44$ refund I was told by another employee that Amazon would not honor a promise from an employee. On top of it also trying to put blame on someone else and even trying to say that Amazon is only a site name!! I am still having Amazon take money out of my account daily despite the fact that I requested to be taken off it.
Sincerely,

*********************
Business Response
Date: 07/11/2023
Hello *****,

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 was not able to find the prime subscription and charges related to it in your Amazon.com account that is registered with this email address.

I request you to please help us with the email address of your Amazon.com account in which the ********************** Membership was subscribed. We'll be happy to investigate further and provide you the best possible assistance.

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

Regards,

*****

Amazon.com

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

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