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

59,759 total complaints in the last 3 years.
21,519 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:05/08/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item on Saturday May 6, 2023 from Amazon. It was set to deliver Sunday May 7, 2023. I asked the the item be delivered to my hand. I receive a notification Sunday may 7 saying the item has been delivered and a picture attached. I look at the picture and notice that its not even my doorstep or house. I reach out to Amazon and tell them the issue and they tell me to wait until 8:00pm Monday May 8, ********************************************************** I wait until 9:30 May 8, 2023 and it is still not here. I contact Amazon and they dont want to help me. Dont want to offer a refund or redelivery. They say its on me if the order doesnt arrive. But if the package never was delivered to the right address in the first place its supposed to be on Amazon.
Business Response
Date: 05/10/2023
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.

I'm sorry for the inconvenience caused with your order #***-0365548-6723428.

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

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.

We recommend you to consider a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Please feel free to contact ** directly by replying to *********************************************** 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: 05/10/2023

Complaint: 20034892

I am rejecting this response because:
They are saying that I accept full responsibility and risk of loss upon delivery of carrier. Amazon is responsible for my package from the time it leaves the warehouse to the time it successfully arrives at the address I requested. If the item never arrived to the address I requested then I never assumed possession of the property and was not responsible for risk of loss. If Amazon left the package on my doorstep and I lost it that would be on me. But as Amazon never left it on the ************, this is the fault of Amazon. Their driver was incompetent and did not leave the item at the correct address to begin with.

Sincerely,

*******************************
Initial Complaint
Date:05/08/2023
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 Amazon Performance Team,I am here to address the performance notification on our account received on September 27, 2022, by the Amazon Seller Performance Team, implying the seller code of conduct and deactivating my account.we are taking full responsibility for the mistakes made by **.we understand that Amazon takes failures to comply with their requirements very seriously and we would like to share with you our plan of action in which we explain what we have done to resolve the issue and what we will do to prevent similar policy violations in the future. we are writing to acknowledge the mistake we made when we initially started selling in our store and to provide the preventative measure we have taken to stop policy violations from happening again.We assure you that by following the above-mentioned changes there will not be any breach of the Amazon Drop Shipping '' policy as well as other policies by Amazon. We believe in working for the betterment of the brand image of Amazon in the future.The moment our account is reinstated, we will implement all the changes and policies to address this issue. If everything goes well then one month is our target to solve this issue.Please may I have my selling privileges restored?please help ** Store Name: AR STORE LLC Email Address: *********************** Kind regards,FBA amazon seller ***********************
Business Response
Date: 05/10/2023
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 10, 2023.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:05/08/2023
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 two hydraulic floor jacks off an ad that I saw on ********* I received two pieces of cloth
Business Response
Date: 05/10/2023
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.

I have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research.

You can look up your orders online through Your Account ***********************/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.
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:05/08/2023
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 has failed to honor its "guarantee" multiple times in a row. I purchased a coffee table at Amazon on April 22, 2023, which Amazon advertised to be delivered by May 2, 2023. It did not arrive by that date, so I contacted Amazon's customer service. The customer service agent let me know that he would order a replacement on expedited delivery, and that my table would be delivered by May 5, 2023. It did not arrive by that date, so I contacted Amazon's customer service again, and the new agent told me that the previous agent had "misspoken," i.e., lied, and that my table would arrive by May 8, 2023. It did not arrive, so I once again reached out to Amazon's customer service, and now they are telling me that it's running late, and that I should just wait and "be patient" since it takes time for bulky items to get delivered. Amazon advertises estimated delivery dates as delivery guarantees. Even if they're not guaranteed, Amazon includes an estimated delivery date in the advertisement pages of their items, making their failure to meet those delivery dates a failure to meet the terms the transaction. It is also fraud if, as their customer service agent says, it is common that bulky items take longer to deliver and they continue to advertise that deliveries can be made by x days. I would like this addressed immediately.
Business Response
Date: 06/10/2023
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.

I'm sorry for the inconvenience caused with your order #***-9866662-8145000.

Based on the order details, we can confirm that the item is marked as delivered. I understand that there is a delay occurred in the delivery which is escalated to the concern team to work on it.

We always wants to deliver the items on the given delivery date but in very rare situations such delays occur. As the order delivered if there is any issue with it you can contact our customer service team.

Please feel free to contact us directly by replying to *********************************************** 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:05/08/2023
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.
On May 3, 2023 I received a $50 **** gift card that I purchased from Amazon for $40 on May 1. When the card arrived I both called **** and used **** online service to verify the balance on the gift card. The balance was $0 but should have been $50. **** rep said I have to handle this through Amazon because I purchased the card through them. I have contacted Amazon 5 times, yes as of this writing I have contacted them 5 times. And each time they tell me they will refund the $40 within 2-3 hours in an Amazon gift card. This has gone on for several days and I am fed up and would like my money returned to me. ORDER # ***-8184894-9496251.
Business Response
Date: 05/11/2023
Hello ******,

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

I am so sorry to hear of the issue you have shared with ** that you are unable use $50 IHOP Gift Card $50 .

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

Upon checking I see that a replacement order has already been created for this and the Expected delivery is Thursday, May 11, 2023. Please wait till the estimated delivery date for the delivery of the replacement order.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap

Customer Answer
Date: 05/11/2023

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:05/08/2023
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 received an empty package, customer service is entirely no help, said they couldnt help ! Amazon is scamming customers. I want my hard drive earned money back !
Business Response
Date: 05/10/2023
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.

I'm sorry for the inconvenience caused with your order #***-1146400-8461052.

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

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.

We recommend you to consider a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Please feel free to contact ** directly by replying to *********************************************** 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: 05/10/2023

Complaint: 20034317

I am rejecting this response because: I was notified and promised by several of your representatives that if I filed a police report thatll Ill be refunded . I am still waiting for my promised refund . I attached one of the emails from your LEAD representatives whom stated he was a supervisor promising to refund me after I send him over my police report . I can also provide three other emails from other departments promising me that same . I am demanding the refund in which I have in writing .

Sincerely,

*******************************
Initial Complaint
Date:05/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a vacuum for our guest house. When I opened the box and tried to use it, it kept turning off.I contacted Amazon and the agent told me a replacement would be sent right away...weeks later nothing was sent.Since this is used for our Air B&B we had to buy another vacuum in the meantime. Today I chatted to see where it was and they told me it was never put in for a replacement and to contact the manufacturer! Then they told me it was out of the window of return and no one can help me, then upon asking to speak to a manager I was told I would have to send it back.The chat was with agent ***************** foot is in a cast, my husbands father just died, I'm not allowed to drive since it's my driving foot, I have no box to return it in, I cannot drive it to a **** AND I have been waiting for weeks for a new one that Amazon failed to order and even though they can see the chat, see the agent said a replacement was on the way, they refuse to honor it!
Business Response
Date: 05/11/2023
Hello,

I'm Pratap 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 so sorry for the inconvenience you've faced regarding the defective item FABULETTA 24 Kpa Cordless Vacuum Cleaner - 6 in 1 Lightweight Stick Vacuum with Powerful Suction 250W Brushless.

I apologies for the incorrect resolution provided by one of our previous customer service representative. I've forwarded the feedback to the leadership so that the representative can be coached

Upon checking, I see that the return window was expired. However as an exception we can create a refund on return for you with a Restocking fee:$ 22.00, Refund Total will be:$92.50 or you can directly contact the manufacturer for further assistance.

Please let ** know if you would like ** to create a return label for this item.

We look forward to hearing from you soon.

Please feel free to contact ** directly by replying to ***********************************************.

Regards,
Pratap
Initial Complaint
Date:05/08/2023
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.
My account was put on temporary hold because I added gift cards to my account and they flagged it as suspicious. So I then send every document they asked for including a picture of all four gift cards I purchased along with the reciept of the purchase. They still wont unlock my account even after all this. I spent 390 dollars on gift cards only to activate them and use them on an order have no issues get sent an order confirmation and an email saying it will arrive Tuesday only after all that at 3am in the morning I get an email saying my account has been put on hold. My order number is #***-1359326-8541041 I have been told my order cannot be shipped until the information is verified I already sent everything they asked for and they still wont activate my account. I have been told by customer service they cant do anything to help me and if I dont get it resolved I will have lost all access to any gift card funds I have left. How is it possible and most importantly legal to not ship an order after already sending the customer a confirmation plus a receipt for the purchase?
Business Response
Date: 05/21/2023
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.

Based on the investigation, the account is back to active state and the order #***-1359326-8541041 which you are referring to is already cancelled.

As the order is cancelled you were not charged for the item and the gift card balance is used on different orders purchased on Wednesday, May 10, 2023.

The current gift card balance on your account is $5.87 which can be used on your future orders.

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:05/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of sunglasses (Ray-ban RB3543) for $231 + $25 tax on March 19th and receive the package on March 20th but I am sent a wrong pair (Ray-Ban ****), which retails for $130. I immediately notify Amazon that I am sent the wrong item and arrange to have it returned. On April 7th I return the item at a local *** store and receive a receipt. After 2 weeks I notice I have not received a refund. Since then, I have been in contact with multiple amazon customer service reps and the experience has been horrific. I have been given the runaround by multiple reps, each kicking the can to the next person or asking me to call back or email an inbox that does not except replies. Finally, after being escalated to a supervisor, I was told I cannot receive a refund since the item was never received even though, as a customer, I did everything right. I was told to escalate the issue with ***. I just left *** and as expected, they stated it is an amazon issue and I cannot even file a claim with them. They stated that with small items being returned to amazon they are all shipped together in a container so the tracking number I was given by amazon doesnt mean that is tracking number associated with my package return. So, in the end I am out $255 for an item I needed to return because I was sent the wrong item that retails for $130. Order Number= 113-4528812-3233047
Business Response
Date: 05/10/2023
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I see that you are referring to the refund for the item which you mentioned as returned.

Based on order #***-4528812-3233047 details, as per tracking there is no update on the tracking and item not yet received to our fulfillment center.

As you can see that we sent two individual tracking details to return both the items in which one is already refunded.

As there is no return tracking information and it is not yet marked as returned, from our end we don't have option to process any refund on the item.

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: 05/11/2023

Complaint: 20033781

I am rejecting this response because: As I have stated multiple times, i have attached the receipt, which confirms both items where scanned and received by ***. I provided the tracking number supplied by the amazon rep to the *** location where the return was made, and he stated that amazon items are not retuned individually but in bulk. *** takes all of the small items for the day and ship them all together in one box, so the tracking number amazon provided doesn't apply to the return. The receipt proves the items was returned to *** regardless of if you are able to locate it at your return center. I did everything right on my end and should not be held accountable for items lost by amazon or their carrier. In addition, the items were being returned because I was sent the wrong item. Please view the chat logs from March 20th when I explained the issue with the item received to amazon chat representative.
Sincerely,

*****************************
Initial Complaint
Date:05/08/2023
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.
One of my credit cards, Citibank MC, has been charged for Amazon Prime for several years without my knowledge. The Prime membership was used once at the date the Prime subscription started charging my card. I believe that my husband, who has dementia, checked a box and unknowingly, subscribed to Prime. The account associated with the charges was never used after initial purchases were made. The credit card that was used is one that I seldom use so I was unaware of the charges until just recently. I spent an hour on the phone with ***************** they were helpful and able to reverse the monthly charges for past 12 months totaling $190.68. However, the supervisor I spoke with, ************ indicated that in order to recover the other 48 months charges, totaling $550.80. I needed to dispute with my credit card company. She was able to see that the account that generated these charges was never used after the initial purchase which would have been within the trial period. Furthermore, she could see that there were no other purchases ever using that account but that the ********************** charges kept going for a total of 5 1/2 years but NEVER USED. I did contact Citibank by mail on 4/17/2023. Today I received a response from CitiBank stating they could do nothing on their end and my query should be "directed to the merchant or another form of resolution". Since I already spoke with Amazon back on 3/19/2023, I am taking the suggest of finding another form of resolution through BBB. At this point, I am well aware that the charges went unnoticed for 5 years, however, my husband's medical issues with dementia, explains the reason why they were undetected. He was the one who was handling bill payments until recently when I discovered errors were being made over a period of time. Needless to say, I now handle finances but $550 is a lot of money so I'm hopeful someone at Amazon will feel compellled to reverse the charges back to May 2018.
Business Response
Date: 05/10/2023
Hello *******,

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

I've reviewed the complaint and understand your concern that you were unaware of the Prime charges on your account.

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

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the charge id pertaining to the issue for research.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.

Regards,
Pratap
Customer Answer
Date: 05/19/2023
Here is the email message I sent on 5/10/2023 to Pratap at Amazon. I provided him with exactly the clarification he requested. I did it the same day the message was received from Pratap so I dont know how it is that BBB doesnt have my response. Please advise!

Business Response
Date: 05/22/2023
Hello,

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

I've reviewed the complaint and understand your concern that you were unaware of the Prime charges on your account.

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

I was unable to find the Prime charge with the charge ID that you have shared.

Please share the charge ID numbers from January 2020 through April 20, 2022 so we can research.

We look forward to hearing from you soon.

Please feel free to contact ** directly by replying to ***********************************************.

Regards,
Pratap
Business Response
Date: 05/22/2023
Hello,

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

I've reviewed the complaint and understand your concern that you were unaware of the Prime charges on your account.

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

I was unable to find the Prime charge with the charge ID that you have shared.

Please share the charge ID numbers from January 2020 through April 20, 2022 so we can research.

We look forward to hearing from you soon.

Please feel free to contact ** directly by replying to ***********************************************.

Regards,
Pratap
Customer Answer
Date: 05/22/2023

Complaint: 20033685

I am rejecting this response because:
This is the first time I have been asked to provide charge ID numbers for all months. I will do that but it will take a day or two to get all of them.
Sincerely,

*************************
Customer Answer
Date: 05/24/2023
I am attaching the Charge ID Numbers as requested by Amazon. I don't know a lot about compressing files so I'm hoping this is correct. There should be 3 pages of numbers. Please contact me if there is a problem.
Business Response
Date: 05/28/2023
Hello,

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

I've reviewed the complaint and understand your concern that you were unaware of the Prime charges on your account.

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

I've made an exception and issued the refund of ****** for another 12 months of Prime subscription. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Please share the charge ID numbers from January 2020 through April 20, 2022 so we can research.

We are unable to issue refund for anymore prime months as we have already issued the refund for the maximum number of Prime months. In this case you would need to dispute the rest of charges from your bank.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 05/30/2023

Complaint: 20033685

I am rejecting this response because:
The entire 60 months of Amazon Prime that was charged to our Mastercard without our express consent, needs to be refunded. Please have Amazon provide a written policy that states 2 years of refunds is their limit. If that is the case, then why was I asked to provide charge ID numbers for all 5 years?

Sincerely,

*************************
Customer Answer
Date: 05/31/2023
My original claim states that I did contact my card provider prior to using BBB, and card service told me to contact Amazon as Amazon is the only entity that can initiate a refund. I have no idea why your messages keep saying to contact card services.

Why in the world did you have me give you charge ID info for all five years if you were going to stand behind some policy of maximum number of months that can be refunded? You didn't just ask for that information one time. You stated it again in at least one more communication you sent to BBB.

Please provide, on company letterhead, policy wording that clarifies the position you've taken that, "We have already issued the refund for the maximum number of months." That maximum being, apparently, two years.

I will be updating my FTC and ******** AG *********s and I want to be able to include all actual policies used by Amazon corporate that you've referenced. I've thoroughly perused the Amazon boilerplate language for Prime refunds. What it does say, the way I read it, is that if Prime benefit was never used after the first initial use, then a refund is possible. What is missing in that policy is any reference to the total number of months that can be refunded. You seem to have that "total number" so I would like to see it in writing from Amazon headquarters.

Furthermore, the account linked to the ********************** fiasco was never used again--NOT ONCE IN NEARLY FIVE YEARS. This is why I believe the charges to all be fraudulent at worse, and poor business practice, at best. As I stated in my initial conversation with your **************** team, I didn't even know that another Amazon account existed. Your customer service was able to help walk me through how to find it since neither my husband nor I knew the password or user/email that was on the account. It took some investigating to locate that information.

While I know you are only spitting out the language/script you are given by your superiors, it is still quite frustrating because there are so many inconsistencies and repetitions in your responses.

If you could elevate this BBB ********* to the next level within Amazon, I would certainly welcome that. I have copied BBB Accredited Business Resolution Team

I am also exploring the possibility of filing an ADA ********* because of my husband's disability. I believe he was unknowingly manipulated into signing up for some trial period of Prime that he did not understand, As a result, he had no idea about the need to cancel any subscription, nor did he know to be on the lookout for ongoing charges associated with Prime on his credit card. Especially given it is an account he didn't know he had signed up for on an account that was never used again. The "proof" of this is that the account was never used beyond that initial month.

Cordially,

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

Spouse ****************************

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