Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  2020 Joe B Jackson Pkwy Murfreesboro, TN 37127-7792

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  Amazon.com

  1150 S Columbia Ave Campbellsvlle, KY 42718-2465

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  1245 E Washington Ave Ste 300 Madison, WI 53703-3040

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  Amazon Fulfillment Center

  3350 Laurel Ridge Ave Ruskin, FL 33570-5526

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:05/11/2023

  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 BBB TEAM,Registered Amazon.com account email : (***********************)I am writing to appeal the hold of my account. As a loyal ********************** seller, I have always made sure to provide excellent service to my customers and to comply with all Amazon policies and procedures.My account has been in good standing since I started selling on Amazon, and I have never had any issues with my account or transactions. However, I have recently noticed that my funds have been withheld due to my account on hold, and I am deeply concerned about the financial impact this is having on my business and personal life.I understand that Amazon has policies and procedures in place to protect its customers and to prevent fraud, and I fully support these measures. However, I believe that my account has been unfairly targeted, as I have not received any communication from Amazon indicating any issues with my account or transactions.I have provided all the necessary information to verify my identity, and I have cooperated fully with Amazon's investigation into my account. Despite my efforts, I have not been provided with any concrete information about the reasons for the hold of my account, and this has caused me significant stress and anxiety. I have also attached the credit card statement of my credit card which can help Amazon team to further escalate.As a small business owner, I earn my bread with this Amazon bussines but unfortunately my account is closed for no reason.I request you to immediately unhold my account so I can continue selling.I appreciate your time and attention to this matter, and I hope that we can resolve this issue as soon as possible.Thank you for your consideration.Sincerely,[*************************]

  Business Response

  Date: 05/15/2023

  Hello *************************,
  
  After our investigation, we determined that you have an unavailable balance due to a legal reserve regarding a temporary restraining order (***).
  
  You were notified on 05/02/2023 about the *** related to the Case ID ***********. Please review the notification sent to you on that date. You must contact the Rights Owner directly to settle the dispute.
  
  The Payments or the Seller Partner Support teams cannot remove, override, or assist you with this legal reserve.

  Thank you,
  Payments Specialist
  Amazon.com

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20047910
  
  I am rejecting this response because: the rights owner of the dispute is not responding to me it's over 23 days .

  And also my account is still on hold I request you to please remove the hold.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have unauthorized charges on my credit card from Amazon. I have attempted 3 times via chat to have these charges removed, and each time they say i will be refunded. I have been refunded once for part of the charges but not all of the charges. they signed me up for Amazon Kids without authorization and i started receiving charges on 10/11/2022. The charge is in the amount of $5.29 and they have charged me a total of 8 times. Three of these charges were in the same month, February. They refunded me a total of $5.29 on 4/4/23, leaving a balance of $37.03 that they owe me. Additionally, they signed me up for an Hispanic network on 2/24/22 for $7.41. I do not speak Spanish, FYI They refunded 1 of these charges on 4/3/23 but still owe $7.41.I got my bank involved and they sent 2 requests about these unauthorized charges but they would never respond. I reached out and got Monasiya on 4/3/23 and she assured me I would receive a refund in 3-5 business days.I reached out to ****** also in April, but not sur of the exact date, and she assured me a refund in 3-5 business days. I didn't document the 1st contact with Amazon because i thought it was resolved. I expect a refund of $44.44 for these unauthorized charges.

  Business Response

  Date: 05/13/2023

  Hello ********,
  
  I am Raman 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 see the concern you have shared with reference the unexpected digital charges and have looked into the matter. We regret any misunderstanding when you reached ** on this issue. 
  
  Typically, digital orders and subscriptions are not returnable or refundable; so we have limited options. In this case, I have reviewed the account in detail for available options. 
  
  Considering your account history, I am able to request a gift card balance of $40.00 to be issued to your account. You should be able to use it for substantially most purchases. 
  
  Please let me know if this works for you; you can contact ** directly by replying to bbb @amazon.com if we can be of further assistance in this matter.
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20047883
  
  I am rejecting this response because:  I did not authorize the charges so I am being penalized for something your company has done.  I have tried numerous times to get these charges removed to no avail.  I did not document complete conversations and the original date of my first request because i trusted it would be taken care of.  You said your hands are tied but i have had a refund for 1 month of these services, so either the employees don't know what they are doing or you get points for ripping off your customers.  You do have the ability to refund me and I would expect nothing less.

  I don't want a $40.00 gift card that has limited use and it's not even the amount you took from me.  I want a full credit back to my card that it was taken from. I use Amazon a lot and I love Prime Video, but i will be cancelling on principle if you do not do the right thing.

  I 
  
  Sincerely,
  
  *****************************

• 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.

  Greetings, Amazon Review Moderation team ignores that some sellers manipulate the reviews on Amazon.com, thereby violating the Seller Code of Conduct. I encountered such a problem, but Amazon did not pay due attention, thereby not fulfilling their obligation to provide a level playing field for fair competition between sellers. There are fake reviews on my ASIN B08DVH5K4X about the poor quality of audio recording of my item. However, let's take a separate review from this reviews group about the poor quality of audio recording of my item left by ************************* (review ID ***************. Amazon doesn't allow contacting this person since the email address is already invalid. It indicates that ****** removed the fake email address. Therefore, I can't contact this person. I attached a screenshot to confirm my statements. It is a fake account. All persons indicated in the attached PDF file named "Fake reviews" are fake accounts because they're left only 1 review. It's a negative review on ASIN B08DVH5K4X.Also, let's take another group of reviews about the poor quality of video recording of my item. For example, a review of ************************* (review ID ***************. I refunded this person's funds due to an "undeliverable address" reason. This person did not receive the item because he or she provided an undeliverable address but left a negative review about the poor quality of video recording of my item. So, I request Amazon Review Moderation team to remove the reviews indicated in a PDF file named "Fake Reviews" attached to my complaint. Also, I attached a PDF file named "Proofs" to confirm my statements. Please, review it. Please don't reply that I should contact you via the Report Abuse button, as the BBB is not an appropriate communication channel. I tried to explain this information through Amazon's communication channels. In this regard, I request a transparent review of my report through the BBB complaint form.

  Business Response

  Date: 05/14/2023

  Hello,
  
  Thank you for informing us that one or more of the customer reviews for Spy Camera Charger - Hidden Camera - Premium Pack - HD 1080P - Best Mini Spy Camera - USB Charger Camera - Secret Camera - Nanny Cam - Small Cameras for Spying - Surveillance Camera Full HD may violate Amazon's Community Guidelines.
  
  We will investigate your report and take the appropriate actions. While we cannot share any additional information about any actions we take, we appreciate your help in ensuring other customers are empowered to make informed purchase decisions with authentic customer reviews.
  
  If you would like to learn more about Amazon's customer review policies, please see our Community Guidelines (*****************************************************************************).
  
  Amazon Review Moderation team

• Initial Complaint

  Date:05/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Amazon has deactivated our selling account for violating the *** reimbursement policy for issues related to Shipment ID ************ stating that unsellable substitutes were sent, and we filed an invalid claim. To reinstate our account ********************** is requiring ** to submit documentation to demonstrate the validity of our claim and explain why we sent unsellable substitutes.We never filed a claim related to the shipment nor is it possible because the shipment is still in receiving status. Amazons system does not allow a claim to be filed until the shipment is fully received. It is at that time that you are made aware of any issues and are given the ability to file a claim. We also have not been made aware of any issues related to the items being received. If there was a problem, it would show in the shipment details but there is nothing there.Nothing in the account matches up with the notification we receive from Amazon which leads ** to believe this was done in error.

  Business Response

  Date: 05/16/2023

  Hello **** Store Inc,

  We reviewed the information you provided and completed the review of your account. We have decided not to reactivate your account due to violations of our FBA Lost and Damaged Inventory Reimbursement Policy.

  Funds will remain blocked and you may appeal for funds after 90 days by writing to *********************************************

  For more information, please view our FBA Lost and Damaged Inventory Reimbursement policy: ****************************************************************.

  Thank you,
  
  Merchant Credit Team Amazon.com

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi on friday May 5th I got an email saying that my amazon account got close ''Hello,After a review of your details, we have determined it is necessary to close your Amazon.com account. Any pending orders have been canceled.We may not reply to further emails about this issue.Sincerely,''I buy a lot on amazon and never had any problem no returns no complaints and always pay full price first time speaking to them they said this was a suspicious purchase so I had to send my billing statment, I sent but they just reply with the same message and never got anything back Its already full week and I really need access to the account.thanks More Information Needed The information you supplied was reviewed by Amazon but we cannot remove the hold on your account at this time. For details, check for an email or text message from Amazon describing next steps. Please contact ** for further concerns.

  Business Response

  Date: 05/24/2023

  Hello,
  While we appreciate the customers interest, we are unable to provide information on our investigation methods.
  After a thorough review of their account and the information that they have provided, we cannot reverse the decision as per our policy.
  For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
  Sincerely,
  Amazon.com
  

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20047662
  
  I am rejecting this response because:

   

  I need to uderstand the reason
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20047662
  
  I am rejecting this response because:

   

  I need to uderstand the reason
  
  Sincerely,
  
  ***************************

• 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.

  On May 10th I contacted Amazon seller support to request a relabeling process for the product ASIN B004727DJS. Through case ID ***********, the representative Jobert A. informed me that this process could be performed as long as the item stored in the fulfillment center is below 50 units and the item was generated and labeled by Amazon. Today, May 11, I contacted the Amazon team again to carry out this process. Still, the agents who attended my situation, told me that relabeling was impossible (please check the case ID: ************. I kindly ask you to escalate this case and help me to get my products relabeled, because without this process I will not be able to sell these products (which are in Amazon FC) and I will have to pay very high extra costs for removing the products from Amazon FC, which generates significant losses to my store. I am willing to pay an extra fee of **** to **** dollars to carry out this process as soon as possible. I appreciate your time and help. Regards, Astro Automated (Amazon Store).

  Business Response

  Date: 05/14/2023

  Hello from Amazon.com,

  We understand you are concerned about relabeling process for the product ASIN B004727DJS.

  Please know as per FC investigation we did not find any information on the bag that says that this is organic. These units appear to be regular steel cut oats and not the organic version.

  We could see that removal order is created for units. Inventory returns typically take 10 to 14 business days to pick, pack and process. However, removal time may increase up to 90 calendar days when there is a high volume of removal requests. Removal Order ID ********* was created on 2023-05-11 and is currently in the removal process.

  Please allow at least 90 calendar days for the units to be shipped. Confirm if you are aligned with these changes.
  
  According to the Removal Order Detail page, some of the units have been shipped. You can track the shipped units by visiting the Removal Order page as noted below. You can monitor Removal Orders using the Manage Your Orders page by following these steps:
  1. Go to Manage Orders
  2. Enter the Removal Order ID into the Search box. The removal order ID
  is case sensitive and should not include spaces.
  3. Under "Order Details" column, click the blue link for Removal Order
  details - You will be directed to the "Removal Order Details" page.
  4. Click the "View All Shipped Units" button to view the shipped units.
  
  We understand that your request is to refresh or remap a *** from one ASIN to another. We have determined that the *** you want remapped is
  already mapped to the specified destination ASIN. Therefore, a remap is not required.
  

  We appreciate your patience and understanding towards this matter.
  

• Initial Complaint

  Date:05/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased **** ********************** for ***** GX160 GX200 Harbor Freight Predator 212 173 Go Kart Engine and More on order #***-7989420-9266653. The first one Amazon sent me was bad and sent me a replacement. The second one they sent was bad as well. 5-11-2023 I contacted Amazon by chat and phone. I explained that I wanted to return the broken starter and get a starter that works in return. The reps I communicated with could not understand me. Then one woman said I could not return it because it was out of their thirty day policy, I explained that on their site it shows a "1 year warranty. Full refund if any quality issue or unsatisfaction" she did not understand.

  Business Response

  Date: 05/22/2023

  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.
  
  Upon reviewing the complaint details, I see that you are referring to the order #***-7989420-9266653 regarding the return/ refund for the item.
  
  Based on investigation, the refund of $33.95 successfully issued back to original payment method.
  
  You'll receive the refund with in 3-5 business days to your account.
  
  Please feel free to contact ** directly by replying to bbb@amazon. com if we can be of further assistance.
  
  We appreciate your time and patience in this regards. We look forward to seeing you again soon.
  
  Regards,
  
  Mahendra
  Amazon.com
  *****************************
  

• 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 purchased two separate items. The first item was for $17.99 it was for a sleeveless top that was ordered on April 13,2023 I canceled the order and still have not been given a refund even though they say it was given on May 2, 2023 I just want a gift card . The other was for $39.99 they were a pair toddler cow rainboots size 6. The size is way off. I called as soon as my great granddaughter received them and they were picked back up on May 9, 2023. These were a birthday gift for a 3 year old again just looking for a gift card so I can re-order them. They do offer instant refunds in the form of gift card.

  Business Response

  Date: 05/13/2023

  Hello *******,
  
  I am Raman 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 see the concern you have shared with reference the returns on the Orders ending in **** and ****, I have reviewed the matter in detail. We will not be able to issue a gift card at this time. 
  
  While we would try to process a return/refund as soon as possible, it can take upto 60 days for an item to be received in processing and being refunded. Please note the correct item needs to be identified in processing. I would recommend you allow time for the item to be received and processed, else you could reach the carrier for assistance. 
  
  Regarding instant refunds, we will not be able to assure of the same set of options as our system determines the options available. We will not be able to speculate or assure specific refund options on your orders. 
  
  I hope this helps. 
  
  Regards,
  Raman R.
  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.

  Hello My name Is *********************************. I'm reaching out because I havent received my refund from a package that was returned since December 2022. The package was taken to ******* store at *********** in December 2022 and I've been sent back-and-forth back-and-forth. I waited 60 days, and in 60 days they told me to call. I called yesterday April 3, 2023 and today April 4, 2023, which was the day that I completed my ****************************************************** a receipt, a receipt of a proof that the item was sent out and they told me to come back to Amazon customer service and you guys will handle it from there. The staff even took a look, and the package wasnt there. The package was actually shipped out the day I took it. I think I have waited so much for my refund that I cant let my money get to lose because its basically $96.87 not $1 and I dont think its fair that they tell me that if the *** cant do anything or Amazon cant find the package that I lose my money which honestly thats not my problem my job was for me to take the package for scan and they ship it and then you guys receive it. So I was just reaching out to get my refund back at my original payment. So if you could please help me out with that because Im sorry, but its getting so annoying that Ive been up and down up and down not knowing where the package went when I have the proof of scanned shipped. This has never happened & it is sad to see this because I usually purchase many things on Amazon. I think its not fair that I have to be waiting more to receive my refund or make it as lost money.Here I am leaving the proof of the receipt that ******* gave me the day I returned it & the day I re visited to see what was happening with my package. I also had a conversation with the staff saying my package was delivered back to Amazon. Today is now May 11,2023. Since then Ive been calling every week until now because staff & previous supervisors Ive been on the phone have told me to wait 72 hrs to receive an email from OFM or ************** who are in charge of refunds. Until this day I havent received any reply from no depeartments. Today May 11,2023 that I called the staff & a supervisor told me there was no action to be taken because the package hasnt been scanned. Which I think is not fair because my job was done taking the item and ******* and then sending it out. If it was misplaced by the warehouse, stolen, or the driver misplaced it that should not be on me anymore. Its been a long *********** consuming while having me call and call & wait for a reply when Ive been ignored. I really I'm here asking to get my refund. I've been really patiently waiting and waiting. I didnt want to get to this point & seek help to file a claim but now I do think that Ive been too nice on giving Amazon departments the chance to find a solution. There is no way I could lose my money when the package is in your hands already. The way Amazon charges when something is purchase they should refund or find a solution for their customers too. As a customer we do our best to return and complete with the policy as they should also handle the situation right when this things happens.Order #***-2735686-9993819 CHICWISH Women's Turn Down Shawl Collar Open Front Long Sleeve...Amount: $96.87 Original method Thank you for taking the time to read my letter. Sincerely ********

  Business Response

  Date: 05/14/2023

  Hello,
  
  I am Mahendra from Amazon.com.
  
  I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Upon reviewing the complaint details, I see that you are referring to the order #***-2735686-9993819 regarding the refund for the item you returned.
  
  Based on the results of our investigation, we aren't able to provide a refund for this order at this time.
  
  The return is not yet processed at our fulfillment center and the refund will be issued automatically once the  item is returned.
  
  As mentioned the item is not processed as returned we don't have option to process the refund.
  
  Please feel free to contact ** directly by replying to bbb@amazon. com if we can be of further assistance.
  
  We appreciate your time and patience in this regards. We look forward to seeing you again soon.
  
  Regards,
  
  Mahendra
  Amazon.com
  *****************************

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 20047522
  
  I am rejecting this response because:
  I am rejecting this response because: I dont think its fair when I have proof of chat receipts that the package was sent and delivered to Amazon. The package was scanned at the *** if not how would I even have the receipt on me. It does not make sense.  I think Amazon should start the investigation because if I return it that means you guys lost it or misplaced it. I should not be paying for your mistakes of misplacing it.  I feel I should be getting a better solution to this. Its wrong, Amazon just wants to keep the full money refund when  my receipt and chat say that the package was sent out and delivered back to Amazon.  There needs to be a solution here. Amazon is responsible for packages after the customer drops them off. Thats the customer's job only making sure its drop off. If the driver, or employer at the warehouse misplaced that's on you guys not me.how would I not know if maybe someone kept it or etc.. the way I paid the item & was charge immediately I should be getting my refund instead  of making wait so much time when the package was already on your property
  Sincerely,
  
  *******************************

• 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.

  ** January 2023 I purchased a large TV mount and paid $445.75 and shipping was $200. When it arrived, parts were missing and the pieces were damaged, meaning they were scratched. It was a used item. I thought I was buying a new item. They made it seem that it was a new item. When I tried to return it I couldn't because the window to return was closed. It was shipped via cargo so it arrived beyond the 30 days. When I went to picked up the item at the cargo port, the agent informed me that the box full of "metal pieces" was already damaged and they had to tape the box. Since I couldn't return it I filed a refund with the Amazon program. After several attempts (the online claim process is a loop and difficult to navigate), I finally was able to file a claim for my refund which was reviewed and denied and my appeals (twice) were denied. The reason was that the item "might have been damaged by the freight forwarder." I told Amazon that I have pictures showing that the damaged was not from the cargo company, it was damaged due to scratches from being a used item. They said they did not need the pictures and was denied. There were missing parts, no padding, no bubbles, no instructions--just metal pieces thrown in a box. All I want is a refund for the purchase and the shipping.

  Business Response

  Date: 05/14/2023

  Hello,
  
  We have reviewed order details and decided to uphold our original decision of not granting the claim.
  

  We have closed customer's claim because they have used freight forwarder to get the item delivered.  Also, they did not contact the seller to report the issue within 30 days of receipt.
  
  Sincerely, 

  A to Z Guarantee Team

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 20047457
  
  I am rejecting this response because: the box arrived damaged to the freight forwarder in *****.  When I entered my address (which is a freight forwarder address-c/o), there was no note that a freight forwarder was not an acceptable form for shipping. The seller shipped it anyway. I contacted the seller late because I received the item late due to cargo shipping. The seller sold an item that very used not a new item. 
  
  Sincerely,
  
  *******************************