Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,770 total complaints in the last 3 years.
22,129 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:04/10/2023
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.
Ordered a micro ** from Amazon within the last month, and I love it. A couple weeks later I also ordered a USB dongle from Amazon.The very first time I plugged the Amazon-purchased dongle in, it got extremely stuck in my new ** (it's still there...just trying to pull it out already damaged the **** The dongle is a $32 item, and the ** about $300 - again, both purchased from Amazon in the last 30 days.Amazon refuses to refund me on even just the dongle without sending them the item...which I CANT, because it's stuck in my **. I have spoken to no less than EIGHT Amazon associates and spent hours trying to get this resolved, to no avail. Despite me providing detailed explanations and order numbers, Amazon's chat associates continually wasted my time by not reading my messages, confusing the issue, and bringing up totally unrelated items.I told them that unless I got some kind of resolution, I was cancelling prime, reporting them to the BBB, and going to both traditional and social media outlets. I guess they didn't think I was serious because the associates simply stopped replying altogether.After all the time I've had to waste on this issue (and considering one Amazon item damaged another and I literally CANT return them separately as Amazon requires) I want a refund or replacement items.I am simply aghast at the ridiculously poor service I received from such a large company. Thankfully, everything Amazon has, ******* does too.
Business Response
Date: 04/12/2023
Hello ****,

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

I've reviewed the complaint and understand your concern that you received a defective Microsoft Xbox One Wireless Adapter for Windows (Bulk Packaging).

I apologies for the inconvenience that you have experience in this case. I've forwarded this feedback to the appropriate team for further review on it.

Upon checking I see that this is a returnable item. Return is required for us to issue the refund.

Please return the item for a refund.

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: 04/12/2023

Complaint: 19919970

I am rejecting this response because:
wow so even the BBB complaint reps and escalation team at Amazon fail at reading comprehension. A close reading of my prior message (for the NINTH time now I'm reiterating this) explains that THE DONGLE IS STILL STUCK IN MY PC. HOW DO YOU PROPOSE I RETURN IT? Send you my PC as well? Not happening. Even TRYING to remove the dongle damaged the PC's internal structures, and trying to force it out will further damage and likely break the microPC. All of this I have already started over and over AND OVER and yet you folks keep asking me to return the items. READ YOUR CUSTOMERS MESSAGE BEFORE RESPONDING PLEASE. This is beyond ridiculous and I'm not stopping at the BBB. I'm taking this to national media as well.

Sincerely,

***********************
Initial Complaint
Date:04/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 25 8 x 6 x4 shipping boxes on April 7, 2023 for $16.88 on April 9th I received a box from Amazon with 2 boxes of ***'s cookies in it. NOT WHAT I ORDERED. I called Amazon to speak with a representative who informed me they could not send the right order but could refund me if I return the box with the cookies. The nearest place to send a return to Amazon is in ******* ********* 30 minutes away. It is no worth the hassle to drive all the way there to return an item. When I needed the item I ordered right away to complete shipments I need to make. I would have to drive after work to ******* to return boxes at my cost wait for them to arrive back at Amazon in order to get refunded and place another order. This is not acceptable. I need the product I ordered.
Business Response
Date: 04/12/2023
Hello ******,

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

I've reviewed the complaint and understand your concern that you received a wrong item instead of The Packaging Wholesalers 8 x 6 x 4 Inches Shipping Boxes, 25-Count (BS080604),Kraft.

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

I've made an one time exception and issued the refund of $18.06 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

I've forwarded this feedback to the appropriate team for future improvements.

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
Initial Complaint
Date:04/10/2023
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.
On March 24, 2023, around 7:00 p.m. online and using my account as a PRIME customer, in a single payment, I bought 4 different groups of items from AMAZON, namely:1) Four SanDisk 256GB Extreme microSDXC UHS-I Memory Cards with Adapter, Price: $24.99 each x 4 = $99.96 2) ************ EVO Plus memory units with 256 GB Micro SDXC SD adapter price: **$29.54 each x 5 = ** $147.70 3) Three TP-Link Deco X20 WiFi 6 Mesh WiFi units, AX1800 price: **$184.53 4) Nine units Wyze Video Camera Cam v3 ****p HD price: $36.76 each x 9 = $330.84 TOTAL: **$763.03 and I don't remember if they charged me shipping + taxes The indicated delivery address was *****************************************************************. This address belongs to EMI FREIGHT, my forwarder in *****, who is in charge of bringing the items purchased from ******* to ********, where I live. However, minutes after making the payment, AMAZON informed me via email that they had divided my purchase into three different orders, First: Order No. 114-8822843-3176232 (the Four SanDisk drives microSDXC Memory Card); Second: ORDER No. 114-1056585-0504250 (included the ************ EVO Plus memory units with 256 GB Micro SDXC SD adapter and the Three TP-Link Deco X20 WiFi 6 Mesh WiFi, AX1800 units), and THIRD: ***************************** Wyze Nine Drives Cam v3 ****p HD Video Camera When reading the mail sent by AMAZON, notice that only the Order No. 114-8822843-3176232 (the Four SanDisk drives microSDXC Memory Card), was sent to the correct address, and the other two, and therefore most of the items purchased to an incorrect address: ******************************************************************************* The next day via CHAT (which is the only way of communication with AMAZON) I requested the correction of the error from the help department, and the official who attended me (man) told me that the orders had already been dispatched, making it impossible to correct the error but that he would send notes to the transporter to correct it. That the following Tuesday March 28, 9:30 am he would call me to give me a solution.That Tuesday no one called me, so via CHAT I complained again, I received insults from the person who attended me (man) because in his opinion AMAZON was never wrong, and nothing solved me.On Wednesday I called again and a woman answered me, she was very kind, but she did not provide me with any solution either and I decided to present my claim in writing (screenshot attached), as well as the same claim on April 1, 2023, I sent it to emails: ********************************,***********************************,*******************************,*****************************************,*********************************,******************************************************************** So far I have not received any response or solution from AMAZON.As a resident of ********, it is difficult for me to recover incorrectly delivered items, and this is costing me a lot of money. Therefore, I ask you to help me claim AMAZON to replace the items covered by order numbers 114-1056585-0504250 and 114-0738630-1444239, and deliver them to the correct address: *****************************************************************. I also request compensation for material and moral damages caused by this incident. This is the first time I have had such a problem with AMAZON, and I am confident that you will do your best to resolve this matter in a timely and satisfactory manner. Please reply to my email address, ********************** Sincerely, *****************************
Business Response
Date: 04/12/2023
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 all your orders and see that they are already shipped and delivered. Unfortunately we do not have an option to reship the items to the correct address. You may want to ask the person who is staying in the address to return the item using the return labels which you can print via online returns center.

To return the item, go to our Online Returns Center:

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

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************************;
Customer Answer
Date: 04/14/2023

Complaint: ********

I am rejecting this response because:

Dear Sirs,
I am writing to bring to your attention a serious error that occurred with my recent purchase on Amazon. I want to emphasize that the mistake was made by Amazon LLC, and it is your responsibility to rectify it.
In my shopping cart, I added four sets of items and provided the correct shipping address as: *****************************************************************. I only indicated this delivery address, and no other. However, Amazon and/or your system divided my purchase into three separate orders (which I did not request), and mistakenly shipped two of them, order numbers 114-8822843-3176232 and 114-1056585-0504250, to an incorrect address: *********************************************************************************. I have not received these items as I do not reside at that address and I have no means to correct this error as I am located in ********.
As a buyer, I have the right to receive the items I purchased at the address I provided, not at an address determined by Amazon or your logistics system. By delivering the items to an incorrect address, Amazon is in breach of the purchase contract. Therefore, it is your responsibility to retrieve the items from the incorrect delivery location and deliver them to the address I originally provided during the purchase.
Furthermore, I demand that Amazon takes full responsibility for the material and moral damages caused by this error, which are affecting me. I expect these damages to be acknowledged and compensated accordingly.
I trust that Amazon will take swift and appropriate action to rectify this error and provide the necessary compensation for the inconvenience and damages caused. I look forward to a prompt resolution to this matter.
Sincerely,
***************************;
Cel/Whatsapp: ****************
Email: ************************

El jue, 13 abr 2023 a la(s) 23:37, Amazon.com (***********************************************) escribi:
Hello,

I'm sorry once again for any inconvenience this has caused. There is no error from our end as we delivered to the address on the order.

As mentioned, we do not have an option to return the item ourselves. There needs to be someone at the address who can drop them off at the place which is decided by the system while requesting for a return label.

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.

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

Regards,

Praveen M
Amazon.com
*****************************

---- Original message: ----

complaint #********

Dear BBBs:
Regarding AMAZON's response, it is not possible to accept it. I reiterate,
I do not live in the ********* do not have contact with the administrator
of the building where the delivery was made to make that return. AMAZON
must do it

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

Email: ************************

El mi, 12 abr 2023 a la(s) 02:50, Amazon.com (***********************************************) escribi:

> 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 all your orders and see that they are already shipped and
> delivered. Unfortunately we do not have an option to reship the items to
> the correct address. You may want to ask the person who is staying in the
> address to return the item using the return labels which you can print via
> online returns center.
>
> To return the item, go to our Online Returns Center:
>
> ********************************************
>
> Please feel free to contact us directly by replying to *********************************************** if
> we can be of further assistance.
>
> We look forward to see you soon.
> ==========================
>
> Information received date: 4/10/2023
>
> ==========================
>
> Case Description:
> On March 24, 2023, around 7:00 p.m. online and using my account as a PRIME
> customer, in a single payment, I bought 4 different groups of items from
> AMAZON, namely: 1) Four SanDisk 256GB Extreme microSDXC UHS-I Memory Cards
> with Adapter, Price: $24.99 each x 4 = $99.96 2) ************ EVO Plus
> memory units with 256 GB Micro SDXC SD adapter price: **$29.54 each x 5 =
> ** $147.70 3) Three TP-Link Deco X20 WiFi 6 Mesh WiFi units, AX1800 price:
> **$184.53 4) Nine units Wyze Video Camera Cam v3 ****p HD price: $36.76
> each x 9 = $330.84 TOTAL: **$763.03 and I don't remember if they charged me
> shipping + taxes The indicated delivery address was ********************************
&************************************. This address belongs to EMI FREIGHT, my
> forwarder in *****, who is in charge of bringing the items purchased from
> ******* to ********, where I live. However, minutes after making the
> payment, AMAZON informed me via email that they had divided my purchase
> into three different orders, First: Order No. 114-8822843-3176232 (the Four
> SanDisk drives microSDXC Memory Card); Second: ORDER No.
> 114-1056585-0504250 (included the ************ EVO Plus memory units with
> 256 GB Micro SDXC SD adapter and the Three TP-Link Deco X20 WiFi 6 Mesh
> WiFi, AX1800 units), and THIRD: ***************************** Wyze Nine
> Drives Cam v3 ****p HD Video Camera When reading the mail sent by AMAZON,
> notice that only the Order No. 114-8822843-3176232 (the Four SanDisk drives
> microSDXC Memory Card), was sent to the correct address, and the other two,
> and therefore most of the items purchased to an incorrect address: *******
> ****** APT *************************************************** The next day via
> CHAT (which is the only way of communication with AMAZON) I requested the
> correction of the error from the help department, and the official who
> attended me (man) told me that the orders had already been dispatched,
> making it impossible to correct the error but that he would send notes to
> the transporter to correct it. That the following Tuesday March 28, 9:30 am
> he would call me to give me a solution. That Tuesday no one called me, so
> via CHAT I complained again, I received insults from the person who
> attended me (man) because in his opinion AMAZON was never wrong, and
> nothing solved me. On Wednesday I called again and a woman answered me, she
> was very kind, but she did not provide me with any solution either and I
> decided to present my claim in writing (screenshot attached), as well as
> the same claim on April 1, 2023, I sent it to emails: ********************************,
> ************************************ ******************************** *****************************************,
> cs-******************************* ******************************************************************** So far I
> have not received any response or solution from AMAZON. As a resident of
> ********, it is difficult for me to recover incorrectly delivered items,
> and this is costing me a lot of money. Therefore, I ask you to help me
> claim AMAZON to replace the items covered by order numbers
> 114-1056585-0504250 and 114-0738630-1444239, and deliver them to the
> correct address: *****************************************************************. I also
> request compensation for material and moral damages caused by this
> incident. This is the first time I have had such a problem with AMAZON, and
> I am confident that you will do your best to resolve this matter in a
> timely and satisfactory manner. Please reply to my email address,
> ********************** Sincerely, *****************************
>
> Desired Resolution: Replacement
> ====================================================
>
> Regards,
>
> Praveen M
> Amazon.com
> ***********************************

Sincerely,

*****************************
Customer Answer
Date: 04/14/2023
Dear Amazon LLC,

I am writing to express my disappointment and frustration with the recent delivery of my order. It is absurd that Amazon has the right to deliver orders to any address they choose, regardless of the address instructed by the customer. This is a clear breach of the purchase and sale contract between us.

As a customer, I expect my orders to be delivered to the address I have provided during the checkout process. However, part of the items I purchased were delivered to an unauthorized address without my instruction or authorization. This is a result of logistical and system errors on Amazon's part, which I should not be held responsible for.

I demand that Amazon rectify this situation by picking up the items from the wrong address and delivering them to the address I originally instructed. Furthermore, I expect Amazon to compensate me for the material and moral damages I have suffered as a result of this mistake.

Alternatively, if Amazon is unable to deliver the items to the correct address, I request a reimbursement for the items not delivered along with compensation for the material and moral damages incurred.

I trust that Amazon will take swift and appropriate action to resolve this matter in a satisfactory manner. I look forward to a prompt response.

Sincerely,

***************************;
Initial Complaint
Date:04/10/2023
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.
Bought mattress mattress didn't expand properly amazon wants me to return but don't have any way to repackage and amazon won't replace item
Business Response
Date: 04/12/2023
Hello,

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

I've reviewed the complaint and understand your concern regarding the refund for the defective Expanded Mattress.

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

Upon checking I see that a refund of $21.10 and $123.20 has been issued on Thursday, April 6, 2023 and Monday, April 10, 2023 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within **** business days. This time frame may vary from one financial institution to another.

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
Initial Complaint
Date:04/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I have been having several issues with Amazon regarding returned item and item that never got delivered because they sent it back to the Amazon warehouse. Have spoken with several agents from Amazon as well as supposley supervisors which seem to know nothing about the issue. I have been told that I have to wait a month I order to receive the refund so that I can repurchase the item that I need. What they are doing is not right and due to this my health is being affected. I have tried calling them multiple times with no help from them, all they can say is just wait. The item that I returned now says that I never returned it which is a lie from them because I have the tracking number from ****
Business Response
Date: 04/13/2023
Hello *******,

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

I've reviewed the complaint and understand your concern regarding the refund for the returned items Bloom Nutrition Super Greens Powder Smoothie Mix, 15 Stick Packs - Probiotics for Digestive Health and Bloom Nutrition Super Greens Powder Smoothie Mix, 15 Stick Packs - Probiotics for Digestive Health & Bloating Relief for Women, Digestive Enzymes with

Upon checking I see that a return label was never requested for the item Bloom Nutrition Super Greens Powder Smoothie Mix, 15 Stick Packs and the item Oakley Women's OO4054 Caveat Aviator Sunglasses, Polished Gold/Dark Brown ********* 60 mm has not yet been received at our return center. Hence we are unable to processed a refund for this.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

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
Initial Complaint
Date:04/10/2023
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.
1st order Order # ***-4969242-3159400, March 24th ordered 2 Backing Plates (****** ******* and ******* as well as spindle nut wrench) I received ********* and the spindle nut wrench. I returned the ******* that I did not need that was supposed to be *******. Then ordered a replacement since replacement was NOT Offered for the one they sent me that was incorrect on their part.Order # ***-4655644-9971469 on April 2, 2023 which I also ordered ****** ******* and was sent ******* , I also spent an additional amount on this one since the original one was less.I am currently waiting on Order # ***-0185124-0769007 to see if they finally send the correct ****** ******* and not the ******* which I do not need. If I receive the wrong one AGAIN. I am not going to use AMAZON and will be sure to spread the word about their outsourced incompetent workers that are not doing Amazon any good. They are challenged.
Business Response
Date: 04/12/2023
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 have received incorrect items from the orders and want to get the correct item from the re-order. I'm sorry for the inconvenience caused with this.

I see that you have returned the item(s) from the orders #***-4969242-3159400 and ***-4655644-9971469 for a refund.

With regards to the order #***-0185124-0769007, I see that the estimated delivery date on the order is Friday, April 14, 2023.

I request you to kindly let us know if you receive incorrect item again so that we escalate the item details of the listing internally to investigate.

You can return most items sold and fulfilled by Amazon.com in new condition with all original packaging and accessories within 30 days of delivery for a full refund.

Our ********************* guides you through the process and gives you options for a return mailing label: **************************************

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
***********************************
Initial Complaint
Date:04/10/2023
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 from this company and didn't receive my order. I did as asked checked all the placed and with the ***** But it was not there. They refuse to refund or resend the times. At this point I would like a refund
Business Response
Date: 04/12/2023
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.

Were sorry to hear that you havent received your item(s) from order #***-7438965-8509860.

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

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

We advise you to contact **** in order to pursue this matter further. We also recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:04/10/2023
Type:Customer Service 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 had a tech question about my Kindle and I used their text chat available on the site as I cannot understand the very heavy accents of their outsourced phone customer service and there is no customer service in the US as ********************** hates their US customers. Aside from none of the reps understanding written English and constantly asking what help I needed, even with providing the reason multiple times, I was threatened multiple times. I was pushed and intimidated to provide my phone number. Amazon's outsourced customer service is in ***** - which is the fraud and only scam capital of the world so I don't feel it is safe to provide it to them as they should have it on their screens, if they are actually Amazon & not have to ask for it. First threat was that they would delete my account. I asked why and they didn't reply.. They then said they would come to my home.... and the chat switched me to a new "rep/thug" who went on to say something ************ and concerning - "Voices can be unheard" - which sounds very threatening in the context of a customer service chat. ********************** supervisors confirmed that I was threatened yet didn't do anything to help nor provide me with a guarantee of safety. I am not scared for my life. Amazon has retaliated me in the past & seems to be a company that like to punish their customers when we submit a complaint. Last year I had TWO Amazon drivers walk into my home and criminally trespass into my home putting my family and myself in danger. I alerted them of it and they locked my account for 2 months - bricking the dozen+ Amazon devices I have and now they have taken it to a new level where my life was threatened. I have submitted the screenshots to the ** of ************ and am looking to get security to protect my life. I should not be afraid just because Amazon cannot handle complaints about their service and criminal behaviour. This will end up being very costly for Amazon. No company should ever threaten customers.
Business Response
Date: 04/18/2023
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 terrible experience you had with the customer service.

While we do understand your issue with the kindle and understand a different agent was connected when your previous chat disconnected. I see that our agent asked if you wish to close your account. You have earlier asked to disconnect the kindle from the account to use it for your own files.

Regarding the Kindle issue, as the warranty was up, we were unable to offer you either a refund or a replacement.

We once again apologize for any misunderstanding. I hope you would give us another chance to serve you better in future.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:04/10/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I don't know if you can help or not but I had a problem with amazon. I was buying pc parts for the pc I am building and I was buying a ton of gift cards to pay for it all. Everything was going fine until I realized I ordered the wrong part on one of the orders so I cancelled that order and ordered the correct part. Then the next day I saw an email from amazon that said we have cancelled your order because of suspicious activity. So I thought maybe it was a mistake and I reordered the parts. Then my account was locked. They said they locked my account because of suspicious activity and they asked for proof that the gift cards were mine and that I was me. So I sent them a picture of the receipts, my driver's license, and my bank statement to show that I bought the cards. Then they closed my account without giving me a reason why. I called to ask why and nobody could give me an answer. So I didn't get my orders and I had $400 left on my amazon account that is now closed. Since I already ordered the parts from somewhere else I would like to get my $400 if possible.
Business Response
Date: 04/22/2023
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.
We notified the customer of this decision by email on **********.

Sincerely,
***
Amazon.com
Initial Complaint
Date:04/10/2023
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.
We ordered a tv stand with fire place through a third party seller. The original issue was that the fireplace was sent and the tv stand was left behind in **********. After a week of talking to customer service reps, the located the product and sent it through ****** The product was received almost a month after purchase damaged. When I called Amazon about the issue they were unable to offer a refund and stated the third party had to provide a refund. These people have been so unhelpful and didnt want to provide an original refund of the shipping cost. Im sure its going to be pulling teeth to get a refund for this product. Im extremely disappointed in Amazons response to this issue. The lack of empathy was appalling. After I googled the number to the legal department he finally showed some type of urgency.
Business Response
Date: 04/11/2023
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.

I've reviewed your complaint and I understand your concern regarding the order. I've reviewed the sellers recent communication and I see that that the seller has offered to reissue the damaged parts.

If you still want to return the item you can request a return mailing label from the seller to return the item for a refund.

In case the seller is unable to resolve the issue at all, then you can file a to z guarantee claim. All Amazon Marketplace orders and most Amazon Merchant orders are covered by our A-to-z Guarantee.

You can find information about how to submit a request on our Help pages:

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

If you need assistance submitting your claim, please visit the following link and select either the 'chat' or 'phone' option:

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

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************

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