Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

58,353 total complaints in the last 3 years.
21,815 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:04/18/2023
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 placed an order on Amazon's website on February 27, 2023. Amazon mistakenly charged my Amazon Store Card rather than the *** card as they had been instructed. Due to this issue, I returned all items on the order on 3/4/23. I received confirmation from Amazon that they received and I would be issued a refund to original payment method. After a week or so, I didn't see a refund, I contacted Amazon again, and again, and again - about 6 or 7 times in total so far. Each time I am told that the refund is processed and I should see it on my store card account in 3-5 business days. Each time that turns out to not be true. I was promised again on 4/11/23 that this would be taken care of and still nothing has been refunded. After so many attempts to contact the merchant with no results whatsoever, I feel like I have no other option but to try something new. The refund due, as you can see in attached documentation is $429.41. I now will be required to pay the credit card bill due next week or risk negative credit ******* I am asking that Amazon refund me the due amount immediately.
Business Response
Date: 05/19/2023
Hello *****,

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

I'm sorry for the trouble you had with the order.

I've checked and see that a full refund has already been processed on Friday, March 3, 2023 in the amounts of $388.68 and $12.05. I hope the refund should have been seen within 5 business days.

We look forward to see you soon

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/22/2023

Complaint: 19951558

I am rejecting this response because this is a false statement from Amazon. Amazon has consistently refused to refund me the money, even though they have continued to tell me a refund is due and they will process it. I had to dispute the charges with the credit card company to finally get those charges off of my credit card. Amazon did not participate at all to help this process. Unfortunately, there is still one matter open. On that order, in addition to the charges to the credit card, I used $28.68 worth of rewards points. Amazon hasn't returned those rewards points to my account and when I asked them they indicated they would not do so (see message below). I am sorry but Amazon is the company that applied the rewards points - they can surely put them back. This has been the worst customer service and I don't understand why they have been so difficult.

Sincerely,

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

Hello *****,

I'm sorry for the trouble you had with the reward points.

I see that the refunds have already been issued. There is no refund due from our side. I would request you to please check the reward points provider so that they can help you.

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
*****************************
Business Response
Date: 06/02/2023
Hello *****,

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

I'm sorry for the trouble you had with the order.

I've checked and see that a full refund was issued already to your store card.

$388.68 Refund Friday, March 3, 2023 4:51:08 PM PST
$12.05 Refund Friday, March 3, 2023 4:44:28 PM PST

Please check the above amount in your statement so that you will be able to recognize.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:04/18/2023
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.
On 22 February, when doing my daily review of charges to my credit card, I noticed a $100 charge against Amazon. There was a ******* game card" purchased on the day before. I immediately called Amazon and told them that I did not make that charge. Amazon checked and said the game card had not been redeemed and so they immediately cancelled it. They said they would "investigate" the situation and refund and issue a refund to my credit card. Time went by and I contacted them 3 or 4 more times via their chat system. Each time I was told that they would get back to me within ***** hours. But they never do. Then, on 1 April, a similar game card was purchased on Amazon. Again, I contacted them the next day and they immediately issued a credit to my card. However, the February 21 transaction continues to go unresolved. I spoke to them again today and got the same response...that they are "investigating" it and will contact mewithin48 to *************************************************************************************************** as much as both situations are alike, I am unable to understand why they refuse to resole the February fraudulent charge. They said I could file a complaint with my credit card company, but that would cause them to cancel my card and issue a new one with new account number. Forcing me to contact everyone and amend the number, which is extremely difficult for me. There is no reason why Amazon ignores the first transaction (order #***-1643889-3554606) when they acknowledged a similar situation in April and issued the refund. In as much as Amazon has no means of elevating this situation, I am contacting you.
Business Response
Date: 05/23/2023
Hello,

We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 2023-05-23.
For more information on our privacy notice, the customer can search for Privacy Noticeon the Amazon shopping website.

Sincerely,
********
Amazon.com
===========
Initial Complaint
Date:04/18/2023
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.
TO: BBB -------------------------------------------------TO WHOM IT MAY CONCERN:I NEED TO FILE A COMPLAINT TOWARD AMAZON.COM. THEIR ASSOCIATES LIED ABOUT GIVING ME BACK THE MONEY FOR DAMAGED ITEMS DUE TO HEAVY RAIN IN JANUARY OF THIS YEAR.ATTACHED BELOW ARE THE ***** COMMUNICATIONS BETWEEN ME AND AMAZON ASSOCIATES FROM JANUARY TO MARCH OF THIS YEAR.3 AMAZON ASSOCIATES HAD MADE PROMISES TO REFUND ME THE $150 BUT NEVER DID. I WOULD HAVE RETURNED THE PRODUCTS WITHIN 30 DAYS BUT NONE OF THE ASSOCIATES HAD ASKED ME TO, INSTEAD THEY JUST TOLD ME TO WAIT FOR THE REFUND WITHIN 3~5 BUSINESS DAYS SO I JUST KEPT WAITING ON THEM BUT IT NEVER HAPPENED.AFTER 30 DAYS HAVE PAST THEY SAID IT'S TOO LATE TO GET A REFUND *********... WHAT A SLICK BUSINESS PRACTICE !!??I'M SEEKING TO GET THE MONEY REFUNDED TO ME AS PROMISED!!!THANK YOU!!!04/18/2023 --------------------------
Business Response
Date: 04/21/2023
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'm sorry to hear the part for your Garden of Life Raw Organic Perfect Food Green ********* Juiced Greens Powder Original Stevi Free, Non-GMO, Gluten Free, Dietary Supplement, 60 Serving was damaged.

I can understand that you have disposed the item and unable to share images.

As you have disposed the item, our system does not allow us to process a refund or replacement on this. In this case, we kindly request you to you contact the manufacturer, Garden of Life, directly for any assistance with warranty, replacement, or refund information.

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

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

I hope this information helps.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 04/25/2023

I am rejecting this response because:
Please Do Not Distort the Fact, THE *** POINT IS THE 30 DAYS TIME FRAME (Amazon's 30-day return policy). I have contacted Amazon support 3 times within the first 30 days with the same issue, plus I do have all the screenshots records for the chatting history with your support team, I have even emailed all the chat history records to your support team for proof, but your team just ignored the evidence!!! None of your support staffs have asked me to take pictures of the product, and none of your staffs have asked me to return the items, all they told me is that they will ISSUE A REFUND within 3~5 business days, no questions asked. That's why I kept waiting because your last support team assured me that it will be the last time for me to need to contact Amazon again for this same issue. I believed him/her so I didn't check on my refund until 2nd month. So You CANNOT ask me now to take pictures of the product after 2 Months and after I have disposed of the products!!! This is such ridiculous excuse from Amazon employees... I do hope ******************* sees this complaint and realize the problems with his company now!!! ( It's astonishing that you even want to pass this problem to your supplier who have nothing to do with this matter! )

Sincerely,

*****************
Initial Complaint
Date:04/18/2023
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 Amazon Customer Service,I am writing this letter as an Amazon seller to address an issue that has been going on for almost two years now. My account was closed by ********************** and my payment has been withheld since then, which has caused me great financial distress. As a result, I am writing this letter to seek clarification on this issue and request for a resolution.Firstly, I want to state that I have removed the product which Amazon requested me to stop selling. Despite this, my account was closed and my payment has been withheld for an extended period. This has caused me immense financial difficulties, as this was my primary source of income. I have been struggling to make ends meet and to sustain my business without the payment that I am owed.Secondly, I want to highlight that I have been a loyal Amazon seller for a long time. I have always adhered to the rules and regulations set by Amazon and have provided excellent customer service. Therefore, it is disappointing that Amazon has not provided me with a clear explanation for why my account was closed and why my payment has been withheld for so long.In light of these circumstances, I expect Amazon to release the payment that I am owed as soon as possible so that I can continue to provide for myself and my family.I hope that Amazon takes this matter seriously and provides me with a satisfactory resolution soon. I appreciate your time and attention to this matter and look forward to your response.Sincerely,Aarti
Business Response
Date: 04/21/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Regards,
Merchant Credit Team
Customer Answer
Date: 04/22/2023

Complaint: 19951443

I am rejecting this response because: this is not clear if the business will choose to resolve this since they have been saying the same thing for the past 14 months. Unfortunately it is very sad to see that a huge company is not able to pay it's dues to their respective sellers.

Sincerely,

Aarti *********************************
Business Response
Date: 04/26/2023

Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Merchant Credit Team Amazon.com

Business Response
Date: 05/09/2023
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 04/24/2023.

Regards,
Amazon
Customer Answer
Date: 05/09/2023

Complaint: 19951443

I am rejecting this response because: Amazon has held our money for the past 14+ months and they have chosen not to credit our hard earned money. In this case, I expect them to at least credit our funds. Thank you.

Sincerely,

***************************************
Business Response
Date: 05/16/2023
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 2023-4-24.
Merchant Credit Team Amazon.com
Initial Complaint
Date:04/18/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an item for prime Shipping I received the items later that stated. I called in and was Told that I would be credited one month of prime membership this was not done until I called in a second time. I was told that I would also be given a a credit for ***** for the issues I called back in for a defective product and told that I needed to contact the manufacture and then told that the reimbursement was never given and that there was no credit after about 2 Hours in the phone the credit was given but it is. It in my account
Business Response
Date: 05/12/2023
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'm sorry to hear the part for your Nosame Shower Head, Filter Filtration High Pressure Water Saving 3 Mode Function Spray Handheld Showerheads 1.6 GPM for Hair & Skin was defective. We would highly recommend that you contact the manufacturer for any assistance with warranty, replacement, or refund information.

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

We wont be able to honor your request for a prime refund or compensation.

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

Regards,

***********************
Amazon.com
*****************************
Initial Complaint
Date:04/18/2023
Type:Delivery 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.
Hello,amazon.com order: 114-8784881-3116247 Purchase date: 11/08/2022 Name:****** I purchased a refrigerator from Amazon on November 8, 2022 for $747.93 total. I asked for a refund when it never arrived. It was a third party seller and Amazon also agreed that I should be issued a refund under their A-to-Z Gurantee which protects the buyer when purchasing through Amazon third party seller. *** called and chat with them numerous times to no avail. At first, they claim a refund was issued. When I say I never received a refund, they escalate to someone from leadership Team who acknowledge that refund was never issued. Then, they ask that I wait one week for a refund every single time I contact them. But after five months, still no refund. Id like to ask for a full refund please.Thanks in advance for your help!
Business Response
Date: 04/21/2023
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 the refund on Order ID: *******************. Upon checking the order details, I see that you have selected the item as GIFT.

In this case, when the system issues the refund, it usually gets issued to the gift receiver's account gift card balance.

I see that the refund of $747.93 was issued to gift recipient's account gift card balance on Tuesday, November 15, 2022 & they had used the balance on their account.

I see that additional $150.00 was issued to your account on Friday, January 13, 2023. For more information on this refund, you may contact your respective bank.

Once processed, you'll also be able to see the refund request here:
***********************************************************************************

I hope this information helps.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 04/24/2023

Complaint: 19951297

I am rejecting this response because:
Hi ******,

Thanks for your email.

Yes, Ive already been told by Amazon that I received a full refund, but I did not.

If that is correct, I should be able to see the gift card refund under my gift card account correct?
But I dont see the gift card that Amazon purportedly applied back to my account.
As you can see from the attachment, there is no history of any gift card received from Amazon for that amount.
Id like to see a proof that it was applied to my account. Please look into my gift card account and tell me when I received it.

Either it was applied to an wrong account or there was an accounting error stating that I received the gift card.
Its disconcerting because Amazon keeps telling me I received it when I did not.
And when prompted for clarification, customer service escalation team reps always tell me that Im right and that Ill receive a refund in a weeks time..This happened multiple times going in circles.

Please help me clear this up.

Sincerely,

Joo An
Business Response
Date: 06/18/2023
Hello Joo,

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'm following up on behalf of my colleague ******, who was handling your case earlier. I have taken over this case and will be happy to help.

I've reviewed entire case details and I'm sorry for the inconvenience that you have experienced because of this order.

Upon checking, I can confirm that refund of $150.00 already issued to your Amazon account. Since you haven't received the full amount, I would like to offer remaining amount refund of $597.00 to your Amazon gift card balance. I hope you understand this is because, we're unable to process refund on this order to your original payment method, as the refund on this order issued to different account.

In this case, please reply with your response. We appreciate your patience and understanding.

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/20/2023

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,

Joo An
Customer Answer
Date: 07/24/2023
To whom it may concern,

We had closed this complaint on 6/20 with promise from Amazon that theyd issue a full refund of $597. However, I still havent received the refund after over a month of waiting.

Please reopen this case as Amazon has not fulfilled their promise.

Thank you.

Joo An
Business Response
Date: 07/29/2023
Hello Joo,

I'm Abhishek 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.

We understand your concerns regarding the pending refund for the order #***-8784881-3116247.

Up on review, I see that you've been issued full refund for the order. The details of the refund are as follows:
1) $150.00 was issued to the Amazon **** payment card on January 13, 2023.
2) $747.93 was issued to your Gift card balance.

You've used this Gift card balance on the following orders:
1) 112-8215157-5577852. $224.18
2) 112-4447888-0692228. $499.99

The remaining $23.76 was revoked from your account. I've now added this to your account. You can view your balance and usage history in Your Account here:

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

We hope to see you soon.

Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 08/02/2023

Complaint: 19951297

I am rejecting this response because:
Above two orders you said I used gift card for are not my orders.
please tell me how long we're going to go in circles.

Ive attached a screenshot of my accounts gift card balance. I never received it.
All you have to do is check my accounts in person.

I repeat. I have never received the gift card for $747.93.
Please give me the proof that I received the gift card. This has been going on too long.
please give back my hard earned money.
Sincerely,

Joo An
Customer Answer
Date: 08/09/2023
Hello, amazon.com order: 114-8784881-3116247 Purchase date: 11/08/2022 Name:Joo An
I purchased a refrigerator from Amazon on November 8, 2022 for $747.93 total. I asked for a refund when it never arrived. It was a third party seller and Amazon also agreed that I should be issued a refund under their A-to-Z Gurantee which protects the buyer when purchasing through Amazon third party seller. *** called and chat with them numerous times to no avail. At first, they claim a refund was issued. When I say I never received a refund, they escalate to someone from leadership Team who acknowledge that refund was never issued. Then, they ask that I wait one week for a refund every single time I contact them. But after five months, still no refund. Id like to ask for a full refund please. Update: If you check the last report, I closed the complaint with assurance from Amazon that theyll refund the full amount. However, another rep wrote back saying they cant honor this as they have issued a full refund and I have purportedly spent it. The problem is - the order number they gave arent my orders. I request that they either provide definitive proof with snapshot of giftcard account with my name, showing the refund, as well as explain two orders that they accuse I spent the giftcard for. Thanks for your help.

Customer Answer
Date: 08/09/2023
I have addition phots for recent dates. I could only add five photos.
Customer Answer
Date: 08/09/2023
Hi, I ask that this case be reopened as Amazon has failed to show that I have indeed received a refund. The two order numbers they said I spent the gift card on arent even my orders. Thank you for your consideration.
Business Response
Date: 08/22/2023
Hello Joo,

I'm Abhishek 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.

We understand your concerns in this regard.

Further to our previous correspondence, the email ID associated with the account used to place the order is different. We can provide information and take action only when the request comes from the email ID associated with the account.

The refund has been issued to the Gift card. If you've not received this refund, please dispute the charge with your card issuer.

We hope to see you soon.

Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 08/25/2023

Complaint: 19951297

I am rejecting this response because:
Dear ********,
Thank you for the reply.
I dont see why the originating email matters. I used it in the beginning because our church counsel sent it on my behalf.
If thats a concern, please note that my accounts email address is *****************.
The crux of our circular arguments has been that Amazon maintains that they have sent a giftcard to my account and that I have used it to place orders. I have attached screenshots in previous emails from my account showing that I did not receive the said giftcard from Amazon. Furthermore, the order numbers you gave purportedly showing me using the giftcard are foreign to me. Let me say it one more time. These are not my orders. These order numbers arent from my account.
Please provide me with proof that I received and spent the giftcard. Please send me a screenshot of issuance of giftcard and the orders being ordered and shipped to me. A simple request that will solve all our problems.
Another thing you mentioned is me taking it up with the credit card company.
I can assure you, I asked this with Amazon customer rep and they actually dissuaded me (Ill attach a screenshot of our conversation).
a snippet - ***** (Amazon customer service) dated Feb 15, 2023
If you dispute it , its like telling your bank it was otherwise and so therefore Amazon thinks they werent paid and then our account specialists will put your account on hold until its paid. And also once you dispute it, no one will be able to assist after that.
As you can see from this conversation, we were threatened with being blocked from using Amazon and reps not being able to help us if we were to take this up with the credit card company.
Please, I implore you. I did not revceive the giftcards.
Please find out whose account the giftcard went to.
Please honor the first BBB/Amazon rep ******** findings of a full refund.

Thank you,

Joo An
PS I am attaching photos separately sine it wont upload.
Customer Answer
Date: 08/25/2023
I have attached photos to support the email sent.
Customer Answer
Date: 08/25/2023
Complaint ID: ********
I respectfully request that BBB reopen this complaint as I have just minutes ago added additional information that will help the case.
I also ask whether BBB will get involved as a mediator to solve this matter.

Thank you.
Joo An
Business Response
Date: 08/30/2023
Hello Joo,

I'm Abhishek 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.

Further to our previous correspondence, I'm sorry for the confusion.

I see that my colleague ******* has offered $597.93 Gift card balance to your Amazon account. Please write us back by replying to this email and I'll add the credits to the account used to place the order.

We hope to see you soon.

Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 08/30/2023

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,

Joo An
Initial Complaint
Date:04/18/2023
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.
Good afternoon.I am filing this complaint as this is the second time Amazon has stated they have not received the return I sent and refused to give me back my money. This time Ive documented everything. Attached are photos of all correspondence from 4/16. This product was ordered on 4/3 and arrived damaged (photo attached). I returned this product, which is bronzer (makeup), at the same time I returned two other items. The two other items were shirts and have since been refunded. The tracking info is also attached, showing 3 separate items processed. Below is the email theyve sent twice essentially telling me that I returned the item, yet still need to return the same exact item to receive my refund. It appears we received INCORRECT ITEM instead of the correct item,1 x Physicians Formula Magic Mosaic Multi-Colored Bronzer, Highlighting, Contour Powder, Warm Beige/Light Bronzer, Dermatologist Tested, Clinicially Teste, in your return of order #***-7234481-5032218, Physicians Formula Magic Mosaic Multi-Colored Bronzer, Highlighting, Contour Powder, Warm Beige/Light Bronzer, Dermatologist Tested, Clinicially Teste. This will be another $13 theyve stolen from me on top of the $35 from December. Ive been ordering religiously from Amazon since 2014. Purchasing thousands of products and just recently being told there are issues with my returns is a huge red flag. There have never been issues with my returns prior to this past December. Most thefts happen within Amazon warehouses. I believe this and the order prior to this are among them.
Business Response
Date: 04/23/2023
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 your refund on the item returned from the order #***-7234481-5032218. I'm sorry for the inconvenience caused with this.

I've reviewed the details of the return and see that we received Incorrect item instead of the correct item "Physicians Formula Magic Mosaic Multi-Colored Bronzer, Highlighting, Contour Powder, Warm Beige/Light Bronzer, Dermatologist Tested, Clinicially Teste", in your return of order #***-7234481-5032218.

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

If you'd like to create a new return label you can do so on the order detail page in 'Your Orders.'

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

The return window for Physicians Formula Magic Mosaic Multi-Colored Bronzer, Highlighting, Contour Powder, Warm Beige/Light Bronzer, Dermatologist Tested, Clinicially Teste expires on Return Window: May 3, 2023. After this time, we're no longer able to accept the return of the correct item.

Thank you for understanding. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/23/2023

Complaint: 19950998

I am rejecting this response because you cannot provide me with what you claim I have shipped. I'm telling you I sent the product, which again was damaged upon receiving it, and you are saying I didn't. Therefore, I feel like you should provide me proof of what actually was received because I know for an absolute FACT I sent the correct item back. I took pictures and kept the tracking. What more do you want? Just do the right thing and stop taking stealing my money- hard earned money. Give me my money back- as the customer, I am not liable for damaged products. I did everything correct and unless you can provide proof of what you're saying I shipped, then you need to give me a refund.

Sincerely,

***********************
Business Response
Date: 04/26/2023
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 want to know the details of the item received in the return from the order #***-7234481-5032218. I'm sorry for the inconvenience caused with this.

Upon review, as we have received incorrect item in the return, we've disposed of this item and can't return it to you. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

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

If you'd like to create a new return label you can do so on the order detail page in 'Your Orders.'

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

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 04/26/2023

Complaint: 19950998

I am rejecting this response because:
Why does it say it has been received? Attached is what I'm showing on the Amazon website.

Sincerely,

***********************
Business Response
Date: 05/01/2023
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 want to know the reason why the websites shows that the item has been received and our returns center confirmed that an incorrect item has been received. I'm sorry for any inconvenience caused with the this.

Any item returned using the return mailing label that is created on the order will show up as returned / received on the order details as the tracking label is used to scan the items. Once the item(s) were received, they will be reviewed by the returns center to refund the items.

With regards to your order, we aren't able to process a refund until we receive and process the correct merchandise.

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

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/02/2023

Complaint: 19950998

I am rejecting this response because that is the lamest response I've ever received regarding a return. 1- I took pictures. 2- I saved the reciept for the mail. 3- why in the world would I keep a damaged item? only to buy another of the same item because the first one i received was broken?
let me get this straight- you received an incorrect item for an item i sent photos of that was damaged? Then proceded to process the return without refunding me and claiming I sent the wrong item back without a recording any proof whatsoever. Now if the tables were turned, this would be fraud. Where is your proof of the item you are claiming I returned? At this point, it's laughable what you're doing..I'm on the phone right now doing a chargeback which was recommended to me by the local BBB as these people seem to be just as incompetent as yourself.. Karma my friend ??

Sincerely,

***********************
Initial Complaint
Date:04/18/2023
Type:Sales and Advertising 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 am unable to post reviews on products I've purchased from Amazon. The only option to fix that issue is to email them. They have never responded to any email I've sent within the past year. Nothing is being done about this and I keep getting told to email them.
Business Response
Date: 04/20/2023
Hello ,

Thank you for contacting us about your reviews. We apologize for any inconvenience this may have caused.

After reviewing the account once again, we have restored this account's previously contributed reviews and the ability to contribute reviews, comments, customer questions and answers, and other content. It may take up to 24 hours for reviews to reappear.

Amazon Review Moderation team
Customer Answer
Date: 04/20/2023

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:04/18/2023
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 made a purchase with an ACH out of my checking account. I was charged 5 times for order number 112-3966127-8737851. The first four times the funds were taken out in the amount of $46.45 each time on 4-13-23. I have called 3 times about this to be told they are only authorization requests. At the time the charge was taken out 4 times. I had another $46.45 taken out of my account on 4-17-23. I have filed a formal complaint with my bank.
Business Response
Date: 04/20/2023
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'm sorry to hear about the issue that you have shared with us regarding the multiple authorization of $46.45 for your Order ID: *******************.

I verified we only charged you once for your order. When you first place an order, we contact your bank for a purchase authorization to verify your card , but we don't actually charge you at that time.

I see that all of the five authorizations has been cancelled and you have been charged only once for your order. The authorization should be removed from your statement soon; you can contact your bank to ask how long they hold authorizations.

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: 04/20/2023

Complaint: 19950893

I am rejecting this response because: Those so called authorizations as they are calling them are indeed funds taken out of my account. My bank is investigating them. Who ended up with the money? Amazon did.

Sincerely,

***********************
Initial Complaint
Date:04/18/2023
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.
Their has been an Amazon Prime account billing me since 2018. When I reached out to Amazon customer service they advised me that they can only refund me for a few months. I first spoke with *****, who attempted to end the call after advising they can only approve 6 months after getting approval from her supervisor. She reluctantly transferred me to a supervisor (not sure what her name was but it may have been *****). After explaining everything to ***** she advised that she would agree to the full refund and will transfer me to a department that will get it settled. She said it was approved. After being transferred, the next rep I spoke with was ****** who went backwards and only wanted to refund 6months of the Amazon membership. I repeatedly explaind to her that the Supervisor that I spoke with before her agreed to the full refund but ****** was for some reason denying it. I had to request another supervisor and wait for ****** to explain why one wasn't needed. Then she reluctantly transferred me to **************** "Account Supervisor". He was a big help because I think he actually listened. So I explained again that the account was created without my knowledge and since the accounts creation their has been no usage, no additional subscriptions, nothing watched because I was fully unaware of the account. He made an offer for a year of Amazon membership plus the 6month refund but I declined because I do not use Amazon ever. He again looked over the account and agreed to a refund me dating back to February 2021. I believe Amazon should refund me everything that was billed to me. Also Amazon should review our phone call to hear the Supervisor I spoke with after ***** agree to the full refund before she transferred me. Amazon Username: ************************
Business Response
Date: 05/12/2023
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.

The e-mail address you contacted ** with isn't associated with an account. We only provide information and make changes when he request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address.

If your e-mail address has changed, you can update your information by visiting Your Account (*******************************************) and click "Login & Security" at the top of the page. You'll be able to use the "Edit" button to update your information.

If you're not sure what e-mail address your account is under, please contact ** via phone:
**********************************************************

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

Regards,

***********************
Amazon.com
*****************************

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