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

44,273 total complaints in the last 3 years.
16,166 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:04/15/2023
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.
4/12/23 placed amazon mktpl order at 5:20 pm for $311.53 - 3 identical dresses 3rd party Romans. At 5:48 pm hold placed on CC. Order was still in processing, not charged or scheduled to ship TIL 3/17/23 per amazon and vendor - arrival btwn 3/21 - 3/23. But 3/13/23 my gown for wedding as MOG arrived perfect so less than 24 hours after I placed order while still pending status of processing w/o charge to cc and prior to shipment I followed amazons procedures cancelled thru amazons site and thru amazon w vendor. I sent multiple cancellations to vendor and amazon. Vendor did not respond initially so I wrote both ***************************** more than 4 times req cancellation and confirm. I continued writing in requests despite promises. Finally the vendor wrote back a refusal to cancel stating it was in processing so I could ship back once they were processed and shipped out and arrived more than 9 days later from a U.S. location. I contacted my cc company, amazon and the vendor in shock. Per policy if it ships I can be/am responsible to pay to ship item back and must insure it because it is over $100. I repeatedly did live chat and called requesting that they cancel and amazon had agents tell me it was escalated and resolved. When no confirmations came re cancelled other than my screen shots of assurance from amazon I did requesred again. On 3/14/23 two different agents assured me it was cancelled due to vendors refussal and it was escalated and that the order per the agent and the automated system noted the order would ship 3/17. At 3:30pm on 3/14 cancelled again.m Tonight tracking number at 7:30pm fed smart post. I called amazon agent said he could not cancel because it was shipped excalated to suoervisor could just refuse or ship it back or they could ask vendor to. hold shipment. I told amazon, vendor and my cc company and I wanted it camcelled when still pending apparantly vendor kept cancelling my cancellation. I would like card refunded fully no delivery no order cancel
Business Response
Date: 04/16/2023
Hello ******,

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

I see the concern that you have shared with us regarding the delivery of your Order ID: ******************* and have reviewed it in detail. We regret the difficulty you faced while trying to cancel the order.

When you buy from an Amazon Marketplace or Merchant seller, your order is neither fulfilled nor shipped directly by Amazon. The seller handles their own shipping and returns.

When you had requested the order cancellation on 4/13/23, the product was already in the shipping process and the seller had declined the request. In this case, the information they shared regarding the return was correct, you can request a return on the order for an applicable refund.

I have requested the label on your behalf, please allow 2 working days for the seller to respond. Often the seller would reply to you much sooner. If the seller isn't able to help, click the link to learn more:
***************************************************

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/17/2023

Complaint: 19938951

I am rejecting this response because: Amazon says nowhere I read a 3rd party can reject an offer to cancel an offer that has not been shipped or simply dows not want to cancel. I also have several notices and screenshots from Amazon sayjng it was cancelled and over ridden days prior to it shipping. I also noted per policy I would be responsible to insure the purchase because it is over $100. It says it is en route... I noted I cannot refuse if I am not present or know exactly when it is coming, I use a ****** and since it has shipped and has not been fully charged to my cc...they cannot even intervene. If I had not been assured by multiple Amazon staff that the over ride by Amazon to your "vendor" Romans who refused to cancel with numerous requests days prior to shipment literally when it only took less than 1 hour to put a hold of over $300 on my credit card I do not believe I understand. Amazon manager after it shipped literally told me Amazon staff were all dishonest to tell me it was cancelled. I noted it is in the noted of chat and communications from Amazon with me which I stated to himand he noted and sent to bbb. I requested shipment is cancelled in route and due to extreme state of emergency due to flooding here in Broward county, our weather, me traveling, and being on a ****** and being assured by Amazon it was cancelled I do not want to keep dealing with this and hope ****** will honor its obligation as noted that an order can be cancelled which had not shipped and that Amazon in writing by multiple Amaxon agents noted they did escalation and over rode with approval based on the outrageous refussal by your 3rd party vendor Romans... I shopped on Amazons site and followed process to cancel with both you and vendor..

Sincerely,

*******************************
Initial Complaint
Date:04/14/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello Dear ****** Team. Before contacting you here, I submitted complaint ID *********** via Seller Central report abuse tool, but no action was taken. I am escalating the complaint against brand Ahwhg and seller ids: (ASBM5OKLJBMI5) and (A1LYKEYEIGU828) The brand Ahwhg has had an abusive fraud history of hacking Amazon systems (creating abusive Best Deals). This seller ID: **************** from them has been actioned on and suspended previously. However, other sellers have popped up to sell the same brand asins. Seller ids: (ASBM5OKLJBMI5) and (A1LYKEYEIGU828). We highly suspect these new seller accounts are related to the previously suspended account: (A1FLC1BMWCTFTE) and operated by the same abusive brand. Given this brand's / sellers abuse history, we're highly suspicious of abuse taking place. Please investigate if these seller ids: (ASBM5OKLJBMI5) , (A1LYKEYEIGU828) has any abuse taking place. Attached is the ongoing thread with the Amazon BBB and Seller Performance Team.
Business Response
Date: 04/17/2023
Hello,

We have reviewed the accounts and are unable to take further action.

Sincerely,
Initial Complaint
Date:04/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing about an incident that happened at my home with an Amazon delivery person. This person caused me to have to get paint removed from my yard and in front of my home for a large fee as of today the paint is still on my property because Amazon claims refused to pay the bill in entirety. I have enclosed the emails, pictures, and video, of their delivery person arguing with my repair guy after the amazon delivery person kicked the can of paint that my delivery guy use over into my yard because he was as mad that my repair guy redirected him to use another entrance to my home. At this point I would like my payment in full. Amazon has been asked to pay $3000 for the repairs and I would like my money to fix my yard.
Business Response
Date: 04/16/2023
Hello ******,

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

I am sorry to learn of the incident you reported related to the delivery of your order. We continually monitor our delivery service and take issues of this nature very seriously. Please accept my apologies for any inconvenience caused.

All claims for property damage are investigated by our dedicated claims administrator, ARC, in partnership with the **************** Partner. As this is a third-party company, we need your authorization and consent to pass on your details to ARC.

We need a few additional details in order to file a property damage claim. Please provide the following:
Claimant Name:
Claimant Email:
Claimant Phone Number:
Date and Time of Incident:
Address of Incident:
Tracking Number (if any):
Order ID (if any):
Short description of the incident:
Cost of Damage (estimate):

Please attach any relevant images in JPG format. These will be forwarded to our claims team. We'll file the claim and submit a report after we've received your reply.

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

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/18/2023

Complaint: 19938848

I am rejecting this response because: ************ is rude and does not represent your company correctly. The insurance company you hired paid only $500 which was the estimate I thought it would be initially. After I got the contracting company to com in they provided me a receipt for the total written below in which a receipt was submitted to your insurance company and they refused to pay it. I have included the requested information below.

We need a few additional details in order to file a property damage claim. Please provide the following:
Claimant Name: ***************************
Claimant Email: ***********************
Claimant Phone Number: **********
Date and Time of Incident: 12.14.22
Address of Incident: *********************************************************************
Tracking Number (if any):
Order ID (if any):
Short description of the incident: This was already provided
Cost of Damage (estimate): the cost will be $2461.03

Sincerely,

***************************
Business Response
Date: 04/23/2023
Hello ******,

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

Thank you for contacting ** regarding your property damage claim.

********** Management, our dedicated claims administrator, would be reviewing your claim.

You can reach ARC to follow up on the status of your claim, provide updates or new information, or to speak with an adjuster directly using this information:
ARC Phone Number:****************
Business Hours:8:30 a.m.-7:00 p.m.EST, Monday-Friday
Claim Number: AMZ2022200280

ARC is best equipped to resolve your claim in a timely manner. We appreciate your cooperation and patience throughout their investigation.

Regards,
Raman R.
Amazon.com ****************
Business Response
Date: 05/05/2023
Hello ******,

I am ***** 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.

Thank you for contacting ** regarding your property damage claim.

********** Management, our dedicated claims administrator, would be reviewing your claim.

You can reach ARC to follow up on the status of your claim, provide updates or new information, or to speak with an adjuster directly using this information:
ARC Phone Number:****************
Business Hours:8:30 a.m.-7:00 p.m.EST, Monday-Friday
Claim Number: AMZ2022200280

ARC is best equipped to resolve your claim in a timely manner. We appreciate your cooperation and patience throughout their investigation.

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

Complaint: 19938848

I am rejecting this response because:

They are the reason of why I submitted the BBB complaint. They refused to pay the full bill. I will not be communicating with them any longer since they were hired by your company.
Please have them issue the check so that I can move forward with my yard work. You have all the required documents to issue the check.
Sincerely,

***************************
Business Response
Date: 05/18/2023
Hello ******,

I'm ***** from Amazon.com. I'm following up with you regarding your BBB complaint #******** about *********.

ARC, our claims administrator, has carefully examined the details of your property damage, claim number AMZ2022200280. Based on their investigation, there was insufficient evidence or documentation to support your claim.

However, if you have concerns with ARCs resolution or have additional evidence to support your property damage claim, we recommend that you contact them directly using the information below.

ARC Phone Number: ****************

Business Hours: 8:30 a.m.-7:00 p.m.EST, Monday-Friday

Claim Number: AMZ2022200280

If you have any additional questions, you may reply directly to this email.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 05/18/2023

Complaint: 19938848

I am rejecting this response because:
?as stated in the reply to your earlier email to me, I will not contact them. They have the claim and the receipt for the damages and I sent you copies of their unprofessional emails to me about not paying for the damage. I have supplied them with a receipt and they have refused to comply. Them as your representative please act on their behalf. Also Please do what you need to do on your end because this can go further.
Sincerely,

***************************
Initial Complaint
Date:04/14/2023
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 air conditioner from Amazon.ca not knowing it was actually from a 3rd party seller and not Amazon. The air conditioner is defective it has broken exhaust hose and 2 missing parts. I contacted the 3rd party seller who wants me to pay for shipping it back to their warehouse at my expense and no guarantee they will refund my money which is quite a lot as they make decision when get it. Amazon will not honor its a-z guarantee that is specific to 3rd party sellers that guarantees if there is an issue which there is they will refund the consumers money under their guarantee. However, they are not doing that instead they are pushing it back on the 3rd party seller who is not responding with a prepaid label nor sending new machine when they knowingly sent a defective one as this 3rd party seller unbeknowst to me that I was even buying from them has warnings out not to deal with them and very bad consumer rating and reviews. Amazon took the money from my credit card not 3rd party seller and I am asking them for refund under their a-z guarantee which covers 3rd party sellers but they refuse. Amazon is not consumer friendly is more geared towards these 3rd party sellers bad reputation or not and I told them I had no idea was buying 3rd party as on their website I looked after this incident, in very small print far right before checkout says sold and shipped by Costway. I had no idea I was buying from 3rd party and I expected Amazon to stand behind their customers as they allow these 3rd party sellers knowing they are not creditable and Amazon took my money and I have defective machine.
Business Response
Date: 04/16/2023
Hello *******,

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

I see the concern that you have shared with the quality of your purchase, as well as the seller where you need assistance. I was not able to locate the order number in question.

We require sellers on the Amazon marketplace to offer similar options for returns and warranty assistance when you order from them, if not better than Amazon.

I would recommend you work with the manufacturer / seller on this issue by using the Contact Seller option on your order details page. If this does not work, you can check if you are eligible to submit an A-to-z Guarantee claim.

Information about A-to-z Guarantees, including processing times and how to check your claim status, can be found here:
*********************************************************************************

I hope this solution works for you. We look forward to seeing you again soon.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/18/2023

Complaint: 19938771

I am rejecting this response because: I have been trying to work with the seller for over a week the seller Costway has said repeatedly over last week they would refund my money and they do not want the item back however, they have not refunded my money instead they are leaving me contradictory messages thru the Amazon messaging system saying they will refund but they have not. When I ask for proof of the issuance of refund they do not respond. I have applied for the Amazon a-z guarantee which I qualify for but Amazon is stalling they are allowing Costway to continue selling defective items on their website and taking no action to help consumers. They left me voice mail saying I was to remove a bad review I gave them on Amazon and then they would refund but they have not done so. They have said they are aware the unit was defective but are not standing behind their promise to refund. Amazon is enabling Costway to do this and Amazon has not honored the a-z guarantee that I do indeed qualify for.

Sincerely,

*********************************
Business Response
Date: 04/21/2023
Hello,

A full refund for the claim amount was issued to the payment method used to place order 701-0618259-7804212.

-- Refund Date: April 19, 2023
-- Refund Amount: CAD 372.89

Sincerely,
Customer Answer
Date: 04/24/2023

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. Thank you for all your help in this matter.

Sincerely,

*********************************
Initial Complaint
Date:04/14/2023
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.
This has happened many times with Amazon. My order was not delivered to me, but to the ** homes next to my apartments. I have contacted amazon numerous times prior to this because this continues to happen, their drivers do not read the delivery instructions. NO photo was left like usual showing my delivery location, which aligns with my delivery instructions which asks for items to be placed on the patio. The package was also signed by a *****. There is no ***** in my complex. I requested to add my leasing office onto my call with Amazon, to further prove NO ***** IS IN MY APARTMENTS! I asked if I could provide them with video evidence from my apartments that was given to me showing NO AMAZON DRIVERS DELIVERED TO MY COMPLEX THAT DAY! They are refusing a refund, stating the delivery location matches my address. Well, WHY WASNT A PHOTO LEFT? WHY DID THE DRIVER NOT FOLLOW MY INSTRUCTIONS STATING TO LEAVE MY PACKAGE ON THE ****** NOT SIGN? LASTLY, HOW COULD YOU REFUSE A REFUND AFTER THE SIGNATURE ON THE PACKAGE DOES NOT MATCH THE NAME ON THE ACCOUNT?! I sadly constantly have this issue with Amazon. I asked them to check my notes to show how many times I have contacted them regarding their drivers delivering to the wrong address. This is ridiculous. This company is horrible. They also threatened to close my account over THEIR errors. WORST COMPANY EVER! I cannot afford this. I order from Amazon over 5 times a month, if I was a scammer, wouldnt I request a refund on EVERY shipment? Except, I would never request a refund for a product I actually did receive, unless defected, and my account history SHOWS that. I have attached the photo showing the incorrect delivery, my delivery instructions, and an example of a correct delivery that FOLLOWS the instructions.
Business Response
Date: 04/23/2023
Hello Alajha,

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

I see your concern about your delivery and have reviewed the issue in detail. The response you received was correct, as we are not able to issue a refund at this time.

It's very important to us that our customers receive the products they purchase from Amazon. Shipments that aren't received are inconvenient for you and costly for Amazon.

Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:
- Information collected at the point of delivery.
- The package weight and reported condition upon delivery.

You may wish to contact your local police authorities to pursue this matter further. If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state, be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:
- The delivery address regarding this incident.
- The items were delivered according to the carrier tracking.
- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.
- The date the report was created.
- The name of the police department.
- If the Police Report was created over the phone: The name and badge number of the reporting officer.

Were unable to accept Police Reports that are in pending or any other incomplete status, as well as reports not filed in the local jurisdiction in which the package was reported as delivered. The Police Report must be filed within 45 days of the delivery date to be considered for review. Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

To assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:04/14/2023
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 THIS SKIRT, WHEN I ORDERED IT, AMAZON SAID IT WOULD GET TO ME ON FRI***, BECAUSE I NEED IT FOR SUN***. AFTER AMAZON TOOK MY MONEY, AMAZON CHANGED THE DELIVERY TO SATUR***, WHEN I CALLED CUSTOMER SERVICE, I THEN WAS TOLD SUN***, (THE *** I HAVE TO WEAR THE ******* AMAZON REFUSED TO REFUND MY MONEY, THIS IS HAPPENING TOO MANY TIMES, AND IT IS AFFECTING MY EVENTS WHERE I MAKE MONEY, AMAZON IS AFFECTING MY LIVELIHOOD.ORDER #***-062118 *******
Business Response
Date: 04/16/2023
Hello ***,

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

I see the concern you have shared with reference the delivery of your Order ID: ******************* and have reviewed the tracking on the 3 shipments involved. We regret any misunderstanding but will not be able to issue a refund at this time.

The tracking on two of the shipments show the delivery was made on Saturday, April 15, 2023, well in time. The third package shows it was delivered on Friday, April 14, 2023.

Considering the delivery, we will not be able to issue a refund unless the items are returned and verified at our processing center.

We appreciate your feedback about the deliveries and have forwarded it to the correct team internally.

I do not have any other information at this time.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/17/2023

Complaint: 19938087

I am rejecting this response because: THIS HAPPENS TOO MANY TIMES, I WANT A CREDIT FROM AMAZON, THEY ARECDOINGVTHIS TOO MUCH

Sincerely,

*******************
Initial Complaint
Date:04/14/2023
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 2 Mac Apple Books and when I went to track it on the day it was suppose to arrive it was at cvs and it said damaged. This is why it says Undeliverable in one of the photos. Then I went to the support chat and explained I wanted to money back so they literally stated to pickup the Mac books and we can schedule a pickup. I went to cvs picked it up and had Amazon send me the **** which is why you see in the photo where it says pickup scheduled for the 26. I also uploaded a picture of the *** they provided for the *** driver when he arrived at my house. He scanned my package and took back the items. They then approved the refund. Everything was great until two days ago April 12 they re charged me and said they never received it. I want my money back because i already returned the damaged device! I dont have anything to return why did you recharge me ***** !?! My theory is when I picked it up from CVS thats the tracking they are using.. I was provided a separate *** in support chat so maybe it doesnt show up in the system but I uploaded a copy of it on here. You can also see the item was picked up prior to the *** being created. The item was picked up on Feb 27. The item was picked up on the 24 or 25 I believe. I returned the item on the 27. I need my refund!!
Business Response
Date: 06/03/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email about the credit card dispute you filed on Order 112-0532430-8703406.

To correct this problem, we had asked your card issuer to close the dispute in your favor.

You should have received a refund of USD ******* on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

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

*****
Initial Complaint
Date:04/14/2023
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.
See return/order 112-1977221-0454602 Im trying to help my God Mother -***************************-resolve an issue. Shes elderly and not computer savvy. She received a small freezer as a housewarming gift from a friend who loves out of town. The freezer arrived broken -oil all on the box. She plugged it in the freezer didnt work. Upon reaching the buyer, ********************, he was told the return fee was $200 to rerun the defective item back to the seller!!!! These folks are elderly! I tried to help resolve the issue and request the shipping label sent to me-I called Amazon 5 times to get help. Got bounced around person to person NO resolution. ONLY today on call #5 I shouldve requested a prepaid label-I dont work for Amazon and I dont know the lingo!!!!Amazon was supposed to send an inquiry to the seller and after 2 days of no response from the seller, and Amazon would intervene. I requested info me emailed to me to help -I CALLED Amazon today and still no help. They are sending another inquiry! Its been ***** hours from the original request earlier this week!This is frustrating and a totally waste of my time!
Business Response
Date: 04/16/2023
Hello *******,

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

I am sorry to hear of the issue you shared with reference the damaged delivery and have reviewed the matter in detail. We regret the issue but are not able to issue a refund at this time.

We recommend you ask the purchaser to contact the seller on this issue. I did see a return label has been issued but this was a (CustomSellerOption), where the return shipping fees need to be paid by the customer and claimed later.

When you buy from an Amazon Marketplace or Merchant seller, your order is neither fulfilled nor shipped directly by Amazon. For help with this order, please ask the buyer to click the link below and use the Contact Seller option:
***********************************************************************************

They could share the pictures of the damaged delivery including images showing the leakage. If they do contact the seller, give them 48 hours to get back to you. If the seller isn't able to help, click the link to learn more: ********************************************************;

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/17/2023

Complaint: 19937889

Amazon should try to empathize and understand everyone is not savvy with technology and not familiar with the nuances of how to navigate their system, especially the elderly. I hope Amazon tries to intervene sooner for individual circumstances like this; especially on behalf of the elderly buyer!
That would have been the NICE to provide customer service instead of your off policy as a possible resolution to THIS situation.
I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:04/14/2023
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.
About 3 days ago, my amazon account was locked after i redeemed 2 (legally purchased) amazon giftcards each worth about 200$ to buy gifts for my family. However even though i redeemed both cards perfectly fine, when i tried to purchase something on a wishlist, my amazon account was locked. I have filled out many forms and provided the needed proof of ownership of giftcards (receipts), and yet I still have not been able to get the gifts for my cousins birthday in just 4 days. I have been locked out of my account for over 3 days and 12 hours talking to representatives on the phone, chat assosciates and those attempts have not worked as I seem to be in a loop where i submit the documents, talk to an associate and then i have to fill the form out yet again. I am trying to simply get my account unlocked and when it is, the full gift card amount to be unlocked or unwithheld.
Business Response
Date: 04/25/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Initial Complaint
Date:04/14/2023
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.
ON AR 13 MY CARD ** SCHARGED DOR AMAZON PRIME AND IT WAS NOT AND IT IS NOT AVAILABLE IN MY ACCOUNT ..PLS ADD AMAZON TO MY ACCOUNT OR I HAVE T DISUTE IT WITH THE ****
Business Response
Date: 04/17/2023
Hello *****,

I am ***********;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 were charged for Amazon Prime on April 13, 2023 that isn't active on your account. I'm sorry for the trouble caused with this.

I've reviewed the details of the subscription and see that the Prime membership is cancelled upon disputing the charge with your bank and refunded on April 14, 2023.

Usually the refunded amount will be credited back to your account within 3-5 business days.

Further, if you wish to become a member of Amazon Prime and for more information about our various Prime memberships, go to our Sign-up page:

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

More information about Amazon Prime is also available on our Help pages:

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

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/17/2023

Complaint: 19937110

I am rejecting this response because: THEY HAVE NOT EVEN READ MY COMPLAINT CAREFULLY. THE ANSWERED RECEIVED IS TOTALLY USELESS AND NOT WHAT HAPPENED..

Sincerely,

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

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