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

58,337 total complaints in the last 3 years.
21,805 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.
In 2021 I purchased Blink outdoor cameras for home security where a monthly subscription with Amazon for billing was neccessary. The cameras stopped working a year later and Amazon continued to bill me at $10 per month for 10 months. No data could be uploaded because the cameras stopped working. I brought this matter to Amazon. I was promised that a rep would call me in 48 hours and that never happened. Amazon took $100 from me for a service that was never provided and is refusing to remedy or address the issue.
Business Response
Date: 05/19/2023
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 due to blink camera. I understand that the cameras stopped working.

Based on investigation, the concern team email you twice, once on May 5th and again on May 15th.

I request you to reply to that email so that they can take direct actions to resolve the issue.

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
***********************************
Initial Complaint
Date:04/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Ninja air fryer for my son and his wife. Once it was received the handles were both broken. We returned it, Kanga Supply was the third party vendor, they sent my refund to Amazon on 1/25/23. I had fraud on my debit card that was not related to this so I updated this information on my Amazon account, then they said they couldn't refund my $$ because that card was not available. I have had numerous people at Amazon so okay we will have to send you a check, it is now April 18, 2023 and I have yet to get my $164. I have called numerous times, emailed and I still am getting no where and I need my $$.
Business Response
Date: 04/19/2023
Hello Ms ******,
.
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're sorry to know about the pending refund for the return.

We request you to write us back with the order ID and product name for further assistance.

We hope to see you soon.

Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 04/20/2023
Order #***-66***722087449

Product Name is Ninja DZ201BK Foodi Air Fryer
Customer Answer
Date: 04/25/2023
See below emails from Amazon regarding my refund. April 3^rd is the last phone call I had with Amazon and they lied again and said they would mail me a check.

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

"---------- Forwarded message ---------
From: Amazon.com <[email protected]>
Date: Mon, Apr 3, 2023 at 12:35 PM
Subject: Re: Re: A Message from Amazon ****************
To: ************************* <************************>

Hello,

This is an automatic e-mail to confirm we have received your e-mail and a **************** associate will be in touch within the next 6 hours. In the meantime, please visit our Help pages: website or app.

You can also connect with us through chat or request a call back on your mobile number.

Please Note - This e-mail was sent from notification-only address that can't accept incoming e-mails. Please don't reply to this message.

***************************** Department
**********************

P.S. You received this message because Amazon.in received the following
message:

Date: Mon, 3 Apr 2023 12:33:53 -0500
From: ************************* <************************>
To: [email protected]
Subject: Re: A Message from Amazon ****************

Thank you
******

On Mon, Apr 3, 2023 at 12:29 PM Amazon.com **************** <
*********************************> wrote:

> Hello ******, ••
>
> This is Mafer from the Amazon Team. Have a wonderful day! ••
>
> I want to thank you for taking the time to speak with me today.
>
> I want to apologize for all the inconvieniece I've already fill a request
> for a specialist deparment to process the refund as a check.
> You are going to received an email confirmation or with information about
> more details for this process also for the refund.
> This deparment is going to take up to 2 - 3 bussines days to send you an
> email reponse.
>
> You deserve the best customer service experience and I hope I've assisted
> you efficiently this time, and thank you for being a great customer in
> **********************!
>
> Most questions are answered in Your Account www.amazon.com/your-account
> or in our Help pages www.amazon.com/help. If you do need to contact us in
> the future, here's a link to our Contact Us page:
> *******************************************************************
>
> You deserve the best customer service experience and I hope I've assisted
> you efficiently this time, and thank you for being a great customer in
> **********************! ••
>
> Best regards,
>
>
> ........................................................................................................................
>
> Thank you for your inquiry. Did I solve your problem?
> If yes, please click here:
>
> *******************************************************************************************************
>
> If no, please click here:
>
> ******************************************************************************************************
>
>
> ........................................................................................................................
>
> Your feedback is helping us build Earth's Most Customer-Centric Company.
>
> Thank you.
> Amazon.com"

Business Response
Date: 04/27/2023
Hello Ms ******************** you for writing back to us.

The order Id you've provided is incomplete, we request you to share a screen shot of the order ID.

We hope to see you soon.

Best regards,
********
Thank you.
Amazon.com

Customer Answer
Date: 04/28/2023

Complaint: 19949591

I am rejecting this response because:
Here is the screenshot Amazon requested.
Thank you
*************************

Business Response
Date: 08/25/2023
Hello ******,

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

Further to our previous correspondence, I see that a check requested was approved on July 7th. Once approved it should be delivered to the customers address in 8 weeks.

We request the customer to review and confirm if they've received the check to the address provided on the order #***-66***72-2087449.

We hope to see you soon.

Regards,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I finally received a check after 7 months.

**************************************************
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.
I made a purchase and one of the sellers that I purchased from on Amazon deceived me. I was supposed to receive a fully human hair wig and got a synthetic plastic wig. Still havent got my refund from Amazon and sent the item back. They are not trying to resolve the issue. Im just getting bounced from rep to rep. ******* any resolution
Business Response
Date: 04/19/2023
Hello *************,
.
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're sorry to know about the issue with the product "24 Inch Burgundy Lace Front Wigs Human Hair" from the order #***-8498085-6756240.

A return label was issued for the return of the product. Refund would be issued once the product is received and processed by our return centre. Once the product is returned it can take ***** days for the return to be received and processed.

We hope to see you soon.
Regards,

Abhishek
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.
On March 7th I purchased an I9-13900K from Amazon.com for $579.99 I had instead received the wrong item, an I7 - 13700K, and returned it.I had to wait about 2 weeks before I received a response from the delivery team telling me that I had given them the incorrect item, which I found strange as I had given them the wrong item that they had shipped me.After multiple times of contacting customer service, emailing back and forth, getting multiple emails telling me they would not be accepting my return, nor refunding me I finally received an email on the 11th of April at 3am stating that I have received these emails as a result of an error on their part, and that I would be getting a refund.I had waited until the 16th to give them time to process this refund, but still got nothing.I emailed them back stating I did not get my refund, only to be met with them yet again refusing my refund, and telling me I sent back the incorrect item.I would like to be refunded for the item I never got, this has been a frustrating back and forth that has lasted over a month, and I have reached no resolution with Amazon, so I am seeking other avenues. They either outright ignore me or send me the same rejection email over and over again.The order number for this Amazon item is ORDER # ***-0230675-1252220 I am getting to a point where using Amazon is way more of a hassle than it is worth, this is far from the first time they have screwed me out of an order, but this is one I need to get my refund for.
Business Response
Date: 04/20/2023
Hello ****,

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

I've reviewed your complaint details and I'm sorry to know that you haven't received refund for your return.

Upon investigating with our internal team, I see that you have ordered an ***** i9-13900K processor, but in return we received used i7-13700K. We have verified the images and there are no other ASIN labels on the returned unit.

Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

Under these circumstances, we wont be able to process refund/replacement at this time.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/20/2023

Complaint: 19949539

I am rejecting this response because: I received the I7 processor to begin with, so that is what I sent you guys back.
I even received an email stating that I was told it was the incorrect item and that rejection of a refund email was sent to me by mistake.
I have attached the email, but I sent you back the same I7- 17000K I received instead of the I9 I ordered.
I will not accept this answer as you have both my item and my money for the item now.
If this continues I see no reason to continue using Amazon any further for future purposes and will stop all amazon prime subscriptions.
I do not appreciate the way I am being treated, I gave you guys back the same item I received.

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.
Hi! I kinldy ask to help me since great injustice happened.It's regarding my selling account on the Amazon.com. In the Shipment ID: FBA16QX5896J was sent FNSKU X0038ARR9R. We sent 12 units. However, when the shipment had been closed we've noticed that Amazon received **** units. We've never submitted such amount of units to Amazon. These units haven't been sold and Amazon charged us for disposition of them. I kindly ask to investigate the situation as far as I believe Amazon added us with another seller's units what caused unexpected expenses for utilization of them from my account balance. It's urgent issue for me.I've already contacted the Seller Support and the ******************* Team (Case ID ***********), but they didn't resolve my issue
Business Response
Date: 04/20/2023
Greetings from Amazon Services,

I understand that the seller is contacting us regarding overage units received from Shipment ID: FBA16QX5896J which caused incorrect utilization fees that can be seen from the negative balance that caused their selling account be deactivated.

To assist the seller further, allow me to check some important points regarding the seller's issue.

1. The seller's inbound shipment ID: FBA16QX5896J has been investigated by the Inbound Team from the case ID: *********** wherein they have confirmed that we have received unexpected units from the seller's shipment:

FNSKU: X0038ARR9R
Received - 1225

2. As mentioned by the seller, the reason as to why their account was deactivated is due to their Negative Balance. And the negative balance in their account is because of the unexpected units from Shipment ID: FBA16QX5896J. Please be informed that the negative balance in the seller's account is the total amount that still needs to be settled. As the amount is not yet paid, therefore, there's no amount to be reimbursed.

3. Once settled, account will be reactivated. Once the account is reactivated, seller will be eligible to request investigation and reimbursement. However, in order for us to continue with the reimbursement investigation, we need to re-confirm if the overage units from Shipment ID: FBA16QX5896J are not from the seller.

With that being said, I have checked the shipment details and found that the delivery date was 06/03/22. Meaning to say, from the time that the previous escalation ID: *********** (March 9, 2023) was raised, seller is no longer eligible for reimbursement investigation as it is already outside the claim window of 9 months.

To confirm the same, see:
FBA inventory reimbursement policy: Shipment to Amazon claims
****************************************************************************

Thank you for raising this to us,

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.
My account was compromised. an Amazon employee shared my account purchase with a third party.The Amazon delivery driver was told to stop knocking on my door & giving the *****ed items to me.I ***** food from Amazon, I have my delivery instructions set to request that my *****s are never to be left unattended, never leave my *****s with anyone & if I do not answer the door, the ***** is a refusal. The driver never knocked on the door for the *****s delivered in April 14 & 15. Both packages were tampered with by someone unknown. The food is uneditable. It's so hard, you can't break it. I've *****ed the noodles before my account was compromised & the noodles were soft & editable.The Amazon customer service agents repeatedly mis-documented my account. First the agents reported I did not receive my item, then they reported my item was damaged, all false. The fact is I don't want the item because the delivery driver left food unattended & it is uneditable.Amazon refuses to credit my account & told me there is no ********** need to contact the manufacturer. I have proof from three other incidents that Amazon is participating in Corporate Terror, where your employees seek to deny me a refund, refuse to follow my delivery instructions which are to protect my *************** with the intent to cause me bodily & physical harm. If I were to consume the noodles left unattended outside of my door, I would become ill or experience ************** beyond your wildest dreams. Leaving the box unattended, removes any and all liability from Amazon which is why your driver refuses to knock on my door.I'd like a refund for the *****s delivered on April 14 & 15 that were left unattended because your driver refused to follow my delivery instructions which exist to protect my *************** attached are screenshots chat Amazon agents that prove they have reported the wrong issue in an attempt to block my refund and to protect the driver & the response from Amazon.Thank You
Business Response
Date: 04/19/2023
Hello ***,
.
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're sorry to know about the delivery experience with the products from the order #***-8578089-9579449.

As informed by our specialist team, the products are non returnable. This is mentioned on our website when you hover the mouse over "Returns Eligible for Refund or replacement" on right side below the Add to cart button.

In future, we request you to update any other safe place location to leave the package or you may use Amazon locker to pick up the packages.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 04/20/2023

Complaint: 19949356

I am rejecting this response because: the listing for the noodles I purchased says eligible for refund or replacement. I'd like a refund. Thank You

Sincerely,

*******************
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.
Greetings,My ASINs B09BQ5HRJ2 and B0B7GYHNQC were deactivated in error due to patent infringement reports from "Pocket Hose" (email *************************** The patent holder stated that I violated their patent # **********. However, it's unreliable. I tried to contact the patent holder via the email address indicated in the notification from Amazon, but I didn't receive any reply. Thus, the patent holder abuses their rights by ignoring me. The patent holder must respond to persons who the patent holder thinks violated their patent. Amazon Support may contact the patent holder directly to receive information that I tried to contact them on March 28 and March 30.Also, I am not a US resident, which makes it impossible for me to get a temporary restraining order.However, Amazon Support indicates in the notification that I can reactivate ASINs B09BQ5HRJ2 and B0B7GYHNQC by providing a Letter of Non-Infringement from the legal counsel or an Affidavit. I contacted ************************, who is a legal counsel (***** Registration # *****). I attached the Letter of Non-Infringement signed by legal counsel ************************ to my complaint. Please review this. Moreover, I attached the notarized Affidavit as additional proof of my statements that I tried to contact the patent holder.Thus, I have fulfilled the requirements of Amazon to reactivate my ASINs B09BQ5HRJ2 and B0B7GYHNQC. Based on the current situation and the information indicated above, I request that the ASINs B09BQ5HRJ2 and B0B7GYHNQC be reactivated.
Business Response
Date: 04/19/2023
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 all of 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: 04/20/2023

Complaint: 19949279

I am rejecting this response because: I had a misunderstanding with Amazon Support. Amazon Support informed me they could not provide me with their investigation methods. However, I am interested in the result of the ASINs B09BQ5HRJ2 and B0B7GYHNQC reactivation rather than the investigation methods regarding these ASINs.

According to the latest notification from Amazon, to reinstate ASINs B09BQ5HRJ2 and B0B7GYHNQC, I must provide one of the documents proposed in the list: temporary restraining order, letter of non-infringement or affidavit. Since I previously noted that I am not a US resident, I cannot provide a temporary restraining order. However, I can provide a letter of non-infringement and an affidavit. I attached these two documents to my response. Please, review them. Since Amazon requires me to provide ONE OF THE DOCUMENTS from the list above, this requirement was met on my part. Accordingly, ASINs B09BQ5HRJ2 and B0B7GYHNQC are fit for reactivation.

Based on the preceding, I request Amazon Support to review the attached documents and not abuse their rights but to act under Amazon Services Business Solutions Agreement. So I request the prompt reactivation of ASINs B09BQ5HRJ2 and B0B7GYHNQC. Otherwise, I will be forced to apply to the Arbitration Court under the American Association.

Sincerely,

*****************
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.
In November 2022 I purchased a wireless charger from Amazon for $16.65. It was defective so I returned it to ******************** ****************************** on Dec 23 2022. I have proof it was returned. I then received a refund shortly thereafter. I then received an email on March 23 2023 that Amazon didn't receive the return and were recharging me for it. They recharged me $16.65. On March 25, 2023 I contacted customer service because I had proof I returned it. I asked to be refunded. The associate would only refund me $8.32. I received this refund but asked to speak to a supervisor who promised to refund the other half. They also emailed me promising I'd receive the full $16.65 refund. As of April 7th, 2023 I had yet to receive the refund so I contacted **************** again. ****** promised to refund me the $16.65 so that I would receive a total refund of $24.98 for the inconvenience. I still have not received a refund as of April 17, 2023. I would like the full refund of $16.65 as promised. Additionally I would like to be compensated for the over 4 hours of my time that has been wasted trying to get this resolved through Amazon's customer service given that I did everything I was supposed to do and Amazon fraudulently recharged me for an item I have proof I returned.
Business Response
Date: 04/19/2023
Hello Kaci,

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

I've reviewed your complaint details and I'm sorry to know that you have been charged again for returned item.

Upon investigating with our internal team, I can see that requested a refund of $16.65 to your **** Card on March 23, 2023. Also, $8.33 issued on Saturday, March 25, 2023.

In most cases, once a refund has been requested, the issuing bank will post it to your account within 3-5 business days.

If you don't see this refund, we request you to contact your issuing bank.

While we respect your request for additional compensation, unfortunately we are unable to honor it.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/20/2023

Complaint: 19949196

I am rejecting this response because:
You're misreading the charge on March 23- I was charged not refunded. I was charged $16.65 on March 23, not refunded it. I have only received $8.33 as a refund. Furthermore, your representative, ******, promised to refund the $16.65 on April 7 for a total refund of $24.98 for the significant inconvenience. I have not been refunded the $16.65, and as of now, am out $8.32 due to Amazon's erroneous and fraudulent recharging of a returned item. Capitol One only has a record of me being charged the $16.65 and the partial refund of $8.33. Something went wrong with the processing of the $16.65 refund on Amazon's end. I have not been refunded the total amount I was erroneously charged for an item I returned or the adjusted amount promised by ******. It is ridiculous that Amazon recharged me in the first place and even more ridiculous that Amazon has refused to issue a refund for the full amount or follow through on its promises made in writing by its customer service representatives.

Sincerely,

*****************************
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.
An item I bought back in Jan that I returned which I never received a refund for. All the representatives I spoken to has hung the phone up on me numerous times. This is very unacceptable. They claimed they sent a incident report and *** told them numerous times I didnt get the email. Had they not hung the phone up on me countless times I couldve made sure I had the email before the call ended. I spent way too much money to just let this go. Im demanding my refund! For all of this hardship all of this back and forth and being treated very poorly and discriminated by their workers.
Business Response
Date: 04/20/2023
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 am sorry for the inconvenience caused to you with the Order ID: ******************* regarding the refund for the item you returned.

Upon reviewing, we can see the investigation team already informed you about the status and sent you email requesting for incident refund on 03/04/2023.

As the report was not shared within the time frame we no longer have option to take action on it.

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
***********************************
Customer Answer
Date: 05/11/2023
Been going back and fourth with Amazon since Jan about a lost package they refuse to refund me for this package is worth ****** and they are telling me its mommy lost because the incident report was not filled out when I repeatedly told them I did not receive. These idiots will wont be happy until they are taken to court. They think they can just keep my money. And they the employee repeatedly hang the phone up on you when you try to explain to them. They are not even offering half a refund or anything. Its disgusting.
Desired Resolution: Refund; Replacement; Store credit
Business Response
Date: 05/13/2023
From the BUSINESS:
Sent 5/13/2023 5:39:53 AM
Hello,

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

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

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Customer Answer
Date: 05/15/2023
From the CONSUMER:
Sent 5/15/2023 11:27:06 AM
Read by ************************ on 5/15/2023 11:28:00 AM

Complaint: 20046320

I am rejecting this response because: we are going to get no where they are always hanging the phone ** in my face. This happened multiple times. They are not going to be happy when I *** them. They are unprofessional and are not willing to help they are just saying the same thing over and over.

Sincerely,

*****************************
Customer Answer
Date: 05/16/2023
Order 112-2079926-7832249
color white

Business Response
Date: 05/19/2023
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 order details of Order ID: ******************* regarding the refund for the item you returned.

Upon reviewing, we can see the investigation team already informed you about the status and sent you email requesting for incident refund on 03/04/2023.

As the report was not shared within the time frame we no longer have option to take action on it and we aren't able to provide a refund for this order at this time.

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: 05/22/2023

Complaint: 19949183

I am rejecting this response because:
There is something that needs to be done I paid almost ************************************************************************************************ store credit. I dont want to keep hearing the same responses. those are not helping me resolve this issue. No one had money to waste.

Sincerely,

*****************************
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.
This is the second time Amazon is stating they never received a return package. The previous item was a winter sweater in December. Now I'm trying to get my money back for an item that i received that was damaged upon arrival. They are clearly stating they received the item which is bronzer and to send the correct item, which is also the same bronzer. The tracking info is attached. I sent 3 items that day- two of which were refunded already. It's impossible for me to have sent the wrong item because all I had to return were those three items. Since the other two were refunded, what was there to mix up? I order alot from Amazon due to health issues and not being able to get out on my own. I've been ordering for 14 years. Now all of a sudden they are stating there's problems with my returns- out of thousands and thousands of purchases. This makes $50 they've stolen from me in less than 6 months.
Business Response
Date: 04/19/2023
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: 04/19/2023

Complaint: 19949182

I am rejecting this response because I know for a fact I sent back the correct item. Why would I keep a damaged product only to return something else? The only things I can think of, is since it's damaged you don't want to eat the cost, which is why you won't refund me. Or, the only other thing I can think of is someone keyed the return improperly. I really hope its the latter of the two. Please advise what was received. A description, anything. This will make two times you've stolen money from me for returns saying either you never received the return, or in this case, received the wrong item. Again, please provide proof of the item you are saying I returned so this cab be sorted out.

Sincerely,

***********************
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 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: 04/24/2023

Complaint: 19949182

I am rejecting this response because again- I sent the correct item back. I did everything on my part to make sure I documented everything. You can't even tell me what was returned? You're saying it's been disposed of and you don't keep anything not belonging to Amazon, however that puts your word against mine and I'm telling you I returned it. You can't provide proof of what actually was returned. Yet I have the shipping reciept and photos I documented. Please advise what you have showing I returned the incorrect item.

Sincerely,

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

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