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

58,636 total complaints in the last 3 years.
22,060 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: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 have an unresolved dispute with Amazon because they have failed to satisfactorily resolve my complaint. Amazon has become the face of INFERIOR SERVICE and I will have none of it. This dispute is regarding Order # ***-4570696-1730648. I enrolled in a one week trial offer for Prime for $1.99, and, placed an order. On 4/5/23 and 4/6/23, respectively, *** failed to make a delivery attempt, as required. According to *** records, two items were delivered, but the precise location is UNKNOWN. It has become increasingly clear that *** is refusing to deliver my packages because they do not want to climb the stairs to the third floor. *** drivers are doing a great disservice to the public when they refuse to do their job.As of today, I am not in possession of both orders. I notified Amazon about the problem and I am OFFENDED by the lack of courteous professionalism that was displayed in an email response by one of their INCOMPETENT customer service representatives. He failed to provide helpful help. No action was taken by the *** to investigate the missing packages and *** refusal to deliver my packages to my RESIDENCE. I have canceled the Prime trial offer for $1.99 and will not be extending the membership due to the negative experience. The focus should be on the customer. I am not impressed with *********************** and *** highly nauseating marketplace conduct.. I deserve better. Continued poor treatment of customers is the reason why businesses fail. I am troubled that Amazon and *** are not considering the impact of poor service on their loyal customers. It is this poor service that has prompted my decision to resume shopping at brick and mortar stores. Thank you.
Business Response
Date: 04/12/2023
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 on your Order ID: *******************, and have reviewed the matter in detail. We regret any misunderstanding on this issue.

The response you received was correct, we are not be able to issue any refunds/replacements at this time on the packages or refund the Prime at this time.

The tracking on the packages shows they were delivered directly to the addressee on the packages, ********* and there were no reported issues with the deliveries. 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. We 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.

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.

As the benefits of Prime were used, we will not be able to issue a refund here as well.

We appreciate your feedback and have forwarded it to the correct team internally. Customer satisfaction is our top priority and we partnering with our carriers and delivery partners to provide a good level of service in the area.

We thank you for your patience and understanding.

Regards,
Raman R.
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.
I have bought a pool that initially arrived with damages on the box, I have received a discount on the item (instead of returning it) I was satisfied with that. We did not like the pool so we decided to return it. We have requested a return on March 15 ish - I am not 100% sure of the date , but since the request, I had 3 return attempts scheduled through Amazon- each time I had to request day off work to be able to sit in the house and wait for them to pick up this item as I dont trust to leave the item at the gate. With each phone or chat with Amazon, I get the same resolution, do not worry we can schedule another pick up as if I have nothing else to do other than wait at home for Amazon to pick up the item. I was told that the only thing that they can do is keep scheduling another pick up until the pick up will be successful (on my time and money) I was told that I cant take the item to *** because its out of the box and it will require multiple boxes - although 2 days prior, another representative told me that it would be an option but I should wait to see if they will pick up my item via this company. I spoke with one manager who was also unable to do much other than offer a gift card for the inconvenience and another scheduled date for pick up. Of course, nobody showed up. I am now waiting for my pick up AGAIN and hoping for the best, I regret being a prime customer for sooo many years with such terrible customer service experience this time around. I know that I will put my money elsewhere in the future.. and perhaps stick with ordering smaller items online. Cancelling my prime membership as well.
Business Response
Date: 04/10/2023
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 us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us 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: 04/10/2023

Complaint: 19915873

I am rejecting this response because my complaint was incomplete. Please find attached the order number - 113-5076999-2989845.

Sincerely,

Mihaela Born
Business Response
Date: 04/15/2023
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 BBB complaint and I'm sorry to learn about the pool that arrived with damages on the box and also about the failed pickup attempts.

We escalated this issue to the dedicated team who handle these issues. The team is working towards resolving this as immediate as possible.

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

Regards,

*****
Amazon.com
***********************************
Business Response
Date: 04/26/2023
pick up performed and order successfully refunded
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.
On March 24th, I purchased 2 , $250.00 gift cards , totaling $500. I work nights so I get home early am. I saw when I got up around 11 am on March 25th, I had a message saying my gift cards were delivered. I went outside and saw nothing. I looked at the email and it showed a picture of a fairly large package, not consistent with a gift card. I immediately called Amazon and reported it was not there. I had even asked to please cancel the card because there was no package. I was told that my package had been mismarked and the driver had picked up that package and brought it to another address because it WAS NOT my package and to be patient and if it didn't get delivere4d by Monday night to call again. Since it takes only a few hours to usually deliver gift cards, I called back the next day. I was told that someone had activated one of the gift cards and they asked me if I knew this person!! They told me their first and last name. Why would someone do this? That does not seem legal. I did not know them but what if I did? I would have found them and called the police or wanted to hurt them for stealing . They said it was only a small amount. I asked AGAIN, to please cancel the cards and replace mine. They said there was an investigation now and that department would contact me by email within 24 hours. Everyday I call , email or chat. No one will refund my money or replace the gift cards or let me speak to some supervisor. When I found out someone had my cards, I cancelled my credit card as well . I have done more than my due diligence to resolve this. No one has ever sent me back a resolution by email or otherwise. I am enclosing my correspondence . I have since bought 2 more cards and they came with no problem but I never got my $500 dollars back . I have made 43 purchases already this month. Last year I had a gift card not arrive. We immediately cancelled it and resent another. The first ones were cancelled immediately like these should have been. Thank you
Business Response
Date: 04/10/2023
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: 04/11/2023

Complaint: 19915828

I am rejecting this response because:
They have requested I use their chat feature for help. I have used their chat help over 7 times now. It always ends the same. We are unable to help you but will escalate this information. When I ask for a copy of it or aq supervisor name or number to talk toi , I am ALWAYS told no, its in house only
Sincerely,

***************************
Business Response
Date: 05/18/2023
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 BBB complaint and I'm sorry for the delay in responding. We escalated this issue to the right team and they're in process of issuing a manual refund on your order of two gift cards that you reported.

Regards,

*****
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.
In December 2022 we bought curtains for our house for several rooms. We had to send a couple of the curtains back to Amazon. I called to get a code to take it to **** Never heard anything more about it. In the mean time my Amazon store card was compromised and they sent me a new one. Dont know the date I got it. Today April 9 I get an email saying they recharged my cc for $48.57. I have called them 4 times tonight and all give me the same runaround. They said only one pair was in the box so they are recharging me. There is no way to get any information because the old Amazon card is no longer so I can not get any invoices. I only have the ones showing with the new Amazon card. They are so STUPID about it. I have no way to look it up because I dont have have the number for the cc. Then they said we can not help you because its over 50 days. Well in December there was time to look it up and I would of had the Amazon card. There is literally no one you an talk to. I want my $48.57 back on my card when I figure out which card. They stole my money. I was not given the time to check this out. So convenient its over 60 days so they KEEP OR STOLE MY MONEY. I will go as high as I can to find Someone to see what they have done. After I look up all my Mastercards and I tell them this I hope they will stop it. They did not give me the 60 days to research this.
Business Response
Date: 04/10/2023
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 reference the return on your Order ID: *******************, I have reviewed the matter in detail.

While we can relate to your inquiry, as the relevant item was not returned after an advanced refund was issued, the retrocharge was in order. We will not be able to issue a refund at this time.

You need not have the old card to be able to look up your orders and invoices. All you would need to do is to log in to your account and look the order up. You can view and print your invoices through Your Account. Here's a link to the invoice you asked about:
*******************************************************************************************

In case you believe the correct item(s) were dropped off, I would recommend you reach the carrier to check about the return status. If you are able to locate the item that was not returned, feel free to reach us for a return label and we can check for options.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:04/09/2023
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.
Hello. my amazon account ********************* was locked because amazon detected "suspicious activity" and asked me to upload documents showing i was the true owner of the account. I did so. After 24 hours amazon said they needed more info and would email me as to what they needed. They never did. I have been a loyal amazon prime member for many years and did nothing wrong. Please have amazon re-open my account. I did absolutely nothing wrong. Thank you.
Business Response
Date: 04/29/2023
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 4/20/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 05/01/2023

Complaint: 19915766

I am rejecting this response because: I followed all of Amazon's instructions as to how to regain access my account down to the letter, but they still have not granted access to my account. I am forced to conclude that this is a discriminatory action because Amazon determined that I am LGBTQ because I have previously ordered items from their site that indicate that i have this orientation. I will not be discriminated against because I am part of the already marginalized LGBTQ community. Open my account immediately; I have done nothing wrong.

Sincerely,

*************************
Initial Complaint
Date:04/09/2023
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 purchased a sofa and loveseat from a company named LoLado via Amazon. The furniture was cheaply made and given there is a 30 day [delivered 4/7] return/refund policy, I requested, through Amazon, a prepaid return label. I received a refund from the seller of only $48.60 and was charged a restocking fee. All 4 boxes are in my garage.This refund is for the following item(s): Item: Homtique Sofa Set for Living Room 2 Piece, Modern Velvet Loveseat Sofa Set Upholstered Button Tufted Nailhead Trimming Rolled Arm and Metal Legs, Velv Quantity: 1 ASIN: B0BJ7196ZY Reason for refund: Customer return Here's the breakdown of your refund for this item: Item Refund: $899.99 Item Tax Refund: $72.00 Restocking Fee Refund Deduction: ($923.39 Per Amazon's policy on their website, if the furniture was returned AFTER 30 days, I would receive 80% of the purchase price. After bringing these issues up via email to Amazon, an associate sent me the following Hello,We are writing to inform you that we reviewed your account for order activity details and we found that you have claimed refunds because you reported to have experienced issues with your orders. We know that occasional problems with orders are expected in the normal course of business. However, the number of refunds in your account exceed the expectation.Under the Amazon Conditions of Use, we reserve the right to refuse service, terminate accounts and terminate your rights to use Amazon Services. To review our policies, go to Conditions of Use:www.amazon.com/conditionsofuse
Business Response
Date: 04/10/2023
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 us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us 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: 04/11/2023

Complaint: 19915754

I am rejecting this response because: I've already tried that without success. Enough information was provided for Amazon to find the issue re: LoLado and the referenced issue in the BBB complaint.

I received this from Amazon after submitting an accurate and honest review of LoLado:

Thank you for submitting a customer review.

Thank you for submitting a customer review on **********************. After carefully reviewing your submission, your review could not be posted to the website. It appears your content did not comply with our guidelines.

While we appreciate your time and comments, reviews must adhere to the following guidelines
Amazon Community Guidelines

from Kemberley Noreiga on April 9, 2023
Cheaply Made
The furniture is cheaply made and would like to return. The website states a 30 day return/refund policy, but when I tried to return the items I received the following and no prepaid return labels:
Sincerely,

*********************************
Customer Answer
Date: 04/11/2023
View order details

Order date

Apr 1, 2023

Order #

112-6964342-3961050

Order total

$1,069.18

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

Business Response
Date: 04/23/2023
Hello,

We have reviewed the order and we requested for more information.

We are unable to provide information on our investigation methods.

Sincerely,
Customer Answer
Date: 05/04/2023
Attached is a video of the ******************** in which the sofa and loveseat were donated. The manager shared a video via ******** regarding a sale they're having.

After Amazon closed the complaint, we decided to cut our losses vs. spending more money to ship out the 4 boxes via USPS.

However this complaint/issue with LoLado and Amazon turns out for **, others need to know for their protection.

Please be patient when watching the video, the furniture, still in the boxes, can be seen quite clearly.

Charity: ***************,
************************************************************************************************

********************************************
Customer Answer
Date: 05/04/2023
Perhaps it would be best to start at the beginning.
* Order# and proof of transaction with LoLado via Amazon:
Ordered on April 1, 2023 Order# 112-6964342-3961050
View or Print invoice
Shipping Address
- *********************************
- **** *****************
- **********************, ** 35763-9484
- *************
Payment Method
Bank Account ** 08
Order Summary
Item(s) Subtotal:
$899.99
Shipping & Handling:
$89.99
Total before tax:
$989.98
Estimated tax to be collected:
$79.20
Grand Total:
$1,069.18
See tax and seller information
Refund Total
$48.60
I
* Second step was requesting a prepaid label to return the items. ****** stated they would not pay for return shipping, but they sent a return address label and we were told to take them to our local post office, which my husband did. Several days later, all boxes were returned to ** and stamped UNDELIVERABLE. I went to the post office to ask what happened. I was told packages that are deemed UNDELIVERABLE are either being sent to a nonexistent address.
* The below messages will show LoLado planned to charge a $938.00 restocking fee.
* Amazon sided with the seller even given the outrageous restocking fee.
* LoLado stated in several messages they attempted to call and try to refund a bit more money, but that didn't happen. They did call and try to intimidate me about expecting a refund and needing an accurate return address.
* Please see below messages from and to LoLado:
Load more
Apr 8, 2023 2:18 PM
Hello, We've been contacted by a customer regarding the order identified below. -------------------- Order#: 112-6964342-3961050 Item: Homtique Sofa Set for Living Room 2 Piece, Modern Velvet Loveseat Sofa Set Upholstered Button Tufted Nailhead Trimming Rolled Arm and Metal Legs, Velvet Sofa Couch with 4 Pillows for Home (Beige) Reason: Returns and Refunds Details: Customer states that the product has poor and cheap materials and also is fallen into pieces, so please help customer with a prepaid label, thank you. Please research the issue and contact the customer. ------------------- To respond to this customer, please reply to this e-mail or visit your seller account at the following link: **************************************************************************** Sincerely, *************************** ******************** *****************************
Apr 9, 2023 12:16 PM
There is no prepaid return shipping label. Please provide the prepaid labels necessary to return the items. The furniture is being returned because of the poor quality; cheaply made
Apr 9, 2023 2:55 PM
Hi Kemberley: Thank you for shopping with **. Amazon seller LoLado would like to follow up on your recent return. --- Message from seller LoLado: Hello dear, We have received your return request. Return Reason: Performance or quality not adequate Buyer Comment: Poor quality and some parts are peeling off the painting 1.could you pls attach some pictures to help ** better understand the issue? 2.A small amount partial refund has been issued, pls check it and kindly provide pics of the item so we can proceed with the remaining refund .or would you consider keeping this item with a partial refund? 3. for printing the shipping label, *** i have your recipient name, shipping address and contact number? The item ordered is large and heavy, not fulfilled by amazon, therefore is a more complicated returns process, compared with smaller common goods.We offer free return label &full refund if item has serious quality issues and badly damaged, We require pictures or videos to illustrate any issues our customers have with items ordered. thank you for your understanding ---
Apr 9, 2023 3:41 PM
We only unpacked the sofa and have already packed it back up and we certainly didn't take any pictures. We knew straight away the product was cheaply made and definitely not as described. We expect a full refund as well as a prepaid return label. We also understand the items are a bit heavy, but if you, as the seller, aren't willing to insure the products you send out are quality products expect customers to be unhappy and return the furniture. Unless, this is some sort of scam where you send out cheap products and make it so difficult and expensive to return the items, the customer gives up and allows you, the seller, off the hook and keeps the merchandise. I can assure you, that won't be the case with **! ********************************* *****************************************************************************************************
Apr 9, 2023 3:47 PM
Apr 9, 2023 3:41 PM We only unpacked the sofa and have already packed it back up and we certainly didn
Apr 9, 2023 3:49 PM
LoLado Mar 26, 2023 3:02 PM Hi *********: Thank you for shopping with **. Amazon seller LoLado requires additional information to complete your order. --- Message from seller LoLado: Thank you for choosing ** and being so awsome all at once. ** the records show: Your ordered a sofa of 2 pcs 1, Could you please kindly offer your phone number here for the shipping company ? 2, please help to double confirm your shipping address,zip code,etc as follows: **** ****************************************************, ** 35763-9484 3.WE WILL SHIP YOUR ORDER,ONCE WE CONFIRM THAT THOUS INFORMATIONS ARE CORRECT. 3.your Late reply *** cause delayed shipment.Thanks for your prompt reply Thanks for your prompt reply --- Apr 2, 2023 3:01 PM Hi *********: Thank you for shopping with **. Amazon seller LoLado requires additional information to complete your order. --- Message from seller LoLado: Thank you for choosing ** and being so awsome all at once. ** the records show: Your ordered a sofa of 2 pcs 1, Could you please kindly offer your phone number here for the shipping company ? 2, please help to double confirm your shipping address,zip code,etc as follows: **** ****************************************************, ** 35763-9484 3.WE WILL SHIP YOUR ORDER,ONCE WE CONFIRM THAT THOUS INFORMATIONS ARE CORRECT. 3.your Late reply *** cause delayed shipment.Thanks for your prompt reply Thanks for your prompt reply --- Apr 8, 2023 2:18 PM Hello, We've been contacted by a customer regarding the order identified below. -------------------- Order#: 112-6964342-3961050 Item: Homtique Sofa Set for Living Room 2 Piece, Modern Velvet Loveseat Sofa Set Upholstered Button Tufted Nailhead Trimming Rolled Arm and Metal Legs, Velvet Sofa Couch with 4 Pillows for Home (Beige) Reason: Returns and Refunds Details: Customer states that the product has poor and cheap materials and also is fallen into pieces, so please help customer with a prepaid label, thank you. Please research the issue and contact the customer. ------------------- To respond to this customer, please reply to this e-mail or visit your seller account at the following link: **************************************************************************** Sincerely, *************************** ******************** ***************************** Apr 9, 2023 12:16 PM There is no prepaid return shipping label. Please provide the prepaid labels necessary to return the items. The furniture is being returned because of the poor quality; cheaply made Apr 9, 2023 2:55 PM Hi *********: Thank you for shopping with **. Amazon seller LoLado would like to follow up on your recent return. --- Message from seller LoLado: Hello dear, We have received your return request. Return Reason: Performance or quality not adequate Buyer Comment: Poor quality and some parts are peeling off the painting 1.could you pls attach some pictures to help ** better understand the issue? 2.A small amount partial refund has been issued, pls check it and
Apr 9, 2023 3:53 PM
From the website: Delivery & Support Select to learn more Ships from <br>LoLado Ships from LoLado Eligible for Return, Refund or Replacement within 30 days of receipt Eligible for Return, Refund or Replacement within 30 days of receipt Customer Support The description and the ability to return the items are clearly defined!
Apr 9, 2023 3:55 PM
The Refund of $48.60 is completely unacceptable!
Apr 9, 2023 6:30 PM
Below is a message, I believe from the seller, stating the only refund will be $48.60 and a $923.39 restocking fee. # There was no mention of a restocking fee on the Amazon website. It states 30 day return/refund # What's being attempted is illegal given there is absolutely no mention of a restocking fee. ello, We're writing to let you know we processed your refund of $48.60 for your Order 112-6964342-3961050 from LoLado. This refund is for the following item(s): Item: Homtique Sofa Set for Living Room 2 Piece, Modern Velvet Loveseat Sofa Set Upholstered Button Tufted Nailhead Trimming Rolled Arm and Metal Legs, Velv Quantity: 1 ASIN: B0BJ7196ZY Reason for refund: Customer return Here's the breakdown of your refund for this item: Item Refund: $899.99 Item Tax Refund: $72.00 Restocking Fee Refund Deduction: ($923.39) We'll apply your refund to the following payment method(s): Bank Account: $48.60 We've processed a refund for the above order in the amount of $48.60. The refund should appear on your account in 2-3 days if issued to a credit card. Refunds issued to a bank account typically take **** days to reflect on the account balance.
Apr 9, 2023 9:06 PM
Policy re: furniture returned after the 30 day grace ******* Partial Refunds or Restocking Fees Item Refund Items in original condition past the return window* 80% of the item price Again, what you're attempting is illegal and at this point, I think it's best if we seek counsel.
Apr 10, 2023 1:51 PM
Hi Kemberley: as per my prior email: We offer free return label &full refund if item has serious quality issues and badly damaged, We require pictures or videos to illustrate any issues our customers have with items ordered. have you received our previous email as below? Mar 26, 2023 1:02 PM Hello dear, We have received your return request. Return Reason: Performance or quality not adequate Buyer Comment: Poor quality and some parts are peeling off the painting 1.could you pls attach some pictures to help ** better understand the issue? 2.A small amount partial refund has been issued, pls check it and kindly provide pics of the item so we can proceed with the remaining refund .or would you consider keeping this item with a partial refund? 3. for printing the shipping label, *** i have your recipient name, shipping address and contact number? The item ordered is large and heavy, not fulfilled by amazon, therefore is a more complicated returns process, compared with smaller common goods.We offer free return label &full refund if item has serious quality issues and badly damaged, We require pictures or videos to illustrate any issues our customers have with items ordered. thank you for your understanding
Apr 11, 2023 2:19 PM
let me try to explain our return policy more: this is from our website: Eligible for Return, Refund or Replacement within 30 days of receipt This item can be returned in its original condition for a full refund or replacement within 30 days of receipt. You *** receive a partial or no refund on used, damaged or materially different returns. full refund will only be provided if order received has serious quality issues and badly damaged for non quality issue returns, we charged restocking fee. we really wish you had confirm the return policy with ** before you place this order. thank you for the reply this is your order summary, Item subtotal:**$899.99 Shipping total:**$89.99 Tax:**$79.20 please note this item is not free shipping, and not fulfilled by amazon as per my prior email, for non quality issue return, we offer pickup and a 20% restocking fee will be charged by our warehouse, plus the 2 way shipping cost will be charged by ****** please understand the returning is costly and involved with lots of damages too, how about we keep $700 from your payment and let you keep the item, you can resell it to get some money back if you want.
Apr 11, 2023 2:52 PM
this is your order summary, Item subtotal:**$899.99 Shipping total:**$89.99 Tax:**$79.20 please note its not free shipping, please ship it back to ** and provide tracking #, we'll issue refund too( shipping is not refundable) as you said you placed this order by mistake, please respect our return policy and take responsibility for your behavior.
Apr 11, 2023 2:57 PM
No, I never said I placed the order by mistake. Nice try though! Again, the attached jpg is a copy of the *** report. The reports to the **** BBB and BBB Scam Alert have been copied and pasted.
Apr 12, 2023 3:04 PM
we are not scammer, you have the right to report *** or whoever you want, we respect your right. please respect our return policy as well. as we told you many times: We offer free return label &full refund if item has serious quality issues and badly damaged, We require pictures or videos to illustrate any issues our customers have with items ordered. for non quality issue return, we offer pickup and a 20% restocking fee will be charged by our warehouse, plus the 2 way shipping cost will be charged by ****** please attach pics if any quality issue. if you dont provide pics, we are unable to issue full refund, additionally you need take responsibility for the 2 way shipping cost.
Apr 23, 2023 9:30 AM
Given we were provided an incorrect return address and you already charged a restocking fee of $938.0 on merchandise that cost $899.99+9%tax and $89.99 delivery fee, we donated the sofa & loveseat to charity yesterday - all four boxes, only one was opened. *************** ************************************************* Closed Opens 9 AM Mon **************
Apr 23, 2023 5:21 PM
i see, i just discussed with our manager, we would like to offer you a 50% partial refund, do you have a contact number/ whatapp id to reach to? we called ************ but no one answered.
Apr 23, 2023 5:37 PM
No, I don't have whatsapp and I haven't received a call or text message from you or any number I don't recognize.
Apr 24, 2023 4:38 PM
i see, we just called you again, but no one answered. please advise
Apr 24, 2023 5:18 PM
I haven't received any calls. The number you have is accurate. As you know, I had to provide the number for delivery purposes.
Apr 24, 2023 5:22 PM
The seller is attempting to negotiate a refund because they know, even though Amazon sided with LoLado, I was sent cheaply made merchandise and was given an incorrect return address to return the sofa and loveseat.
Apr 25, 2023 9:11 AM
I want to put this mess behind me and move forward. LoLado knows they provided a nonexistent return address and the merchandise would be returned to my home address. They also know the telephone number I provided is accurate, given it was used for delivery purposes. LoLado also knows they sent out cheaply made merchandise with defects. I was the victim of a scam, but Amazon decided to rule in LoLado's favor. I lost $1,069.00 and as stated in a previous message, the items were donated to a local charity- the name, address and telephone number was also provided. Hopefully, someone will purchase the items that's skilled in furniture repair. Again, I won't be shopping on Amazon anymore and am tired of being harassed by LoLado.Apr 26, 2023 9:40 AM
The items have been donated: *************** ************************************************* **************
Apr 26, 2023 3:09 PM
i see, no problem
Did this solve your problem?
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Apr 26, 2023 3:13 PM
We won't be wasting anymore money on the items sold by ******, we have been told to expect a restocking fee of $938.00 for items that cost $899.99+9% tax and $89.99 delivery. We attempted to return the items via **** and were told the address was deemed UNDELIVERABLE. We donated the items vs. wasting anymore money: *************** ************************************************* (256) 723-
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Business Response
Date: 05/17/2023
Hello,

We have closed customer's claim for this order because they have not returned the item to the seller. We cannot expect a seller to issue a refund for or replace an item that a buyer will not return. If the item was returned but not delivered to seller, we need return tracking number/return shipping receipt for further review.

For more information about the A-to-z Guarantee policy, customer can refer to our help pages:
**********************************************************************************;

Sincerely,
A to Z Guarantee Team
Customer Answer
Date: 05/17/2023

Complaint: 19915754

I am rejecting this response because an attempt was made to send the items back to the seller via ***** but returned to me stating they were deemed UNDELIVERABLE. **** stated either the address was nonexistent or it was a P.O. box on a rural route. Attached, please find a return address on the shipping label indicating LoLado's actual return address is in ******* vs. **********.
I also provided BBB with a ******** link to the charity in which the items were eventually donated. All four boxes are clearly visible. LoLado sent out cheaply made junk and we definitely didn't want to it in our home, not even for the cat room for which it was intended.
At this point, I feel Amazon has been protecting LoLado for some reason. Amazon representatives have sent out bizarre messages suggesting arefund of $97.72 was denied. It shows how clueless and unprofessional Amazon has become. Prior to that LoLado refunded our account $48.00. What? It has been a crazy ride dealing with Amazon and LoLado!

Sincerely,

*********************************
Initial Complaint
Date:04/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a $700 camera from amazon I tried to return the camera before the 30 days were up I was told i didn't need to return the item and that i would get a full refund. I was told to dispose of the item, by amazon.The following days i was being told that my refund was on the way.They changed their mind and now they refuse to give me the promised refund
Business Response
Date: 04/10/2023
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 us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us 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: 04/18/2023
I bought a $700 camera from amazon I tried to return the camera before the 30 days were up I was told i didn't need to return the item and that i would get a full refund. I was told to dispose of the item, by amazon. The following days i was being told that my refund was on the way. They changed their mind and now they refuse to give me the promised refund Order id number is *******************
Customer Answer
Date: 04/20/2023
Hi! Amazon said they didn't know what order i was talking about, so I'm submitting the order id and payment confirmation. I previously submitted the conversation i had with amazon, in which they said that i would get the refund and that i could dispose of the item, even though I offered to return it. So i did as they said. Then after several inquiries about the refund, they changed their mind. That's not okay. I was given clear instructions by amazon, and i followed their instructions, as I've been doing for years. I'm a loyal customer and I always do as I'm told. This was a mistake by amazon, so amazon needs to be responsible for their mistakes. Not make the client pay for it.

I also am submitting Amazon admitting it was their fault. I also have a couple of recorded conversations with Amazon ***************** in which they also admit that it was their fault. Would you like me to send those recordings too?
Business Response
Date: 04/25/2023
Hello,
Ive thoroughly researched this for you, and can see that the information provided to you on March 5, 2023 8:41 AM is the best solution available.

We understand that you've advised you've already disposed of the item(s). This information was incorrect and we have already taken appropriate action on the representative who provided this false information. It is a high value item and return is mandatory for us to investigate and issue the refund.

We wont be able to provide a replacement or refund for this order unless we receive the original item[s] back.

Customer Answer
Date: 04/26/2023

Complaint: 19915616

I am rejecting this response because:
This is Amazon's mistake. Amazon gave the order to dispose of the item. If amazon said that, Amazon has to pay for their mistake. Not the consumer. Since the consumer made zero mistakes.

Sincerely,

*********************
Initial Complaint
Date:04/09/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a black and ****** stand fan with remote. As soon as the fan was taken out of the box the head of the fan broke from the body. This fan is literally hours old and Amazon has done nothing to resolve this matter. I am seeking a refund.
Business Response
Date: 04/10/2023
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 us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us 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: 04/10/2023

Order number 113-1688921-0175424

*************************
Initial Complaint
Date:04/09/2023
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.
My account ************************ has been suspsended and I would like it to be reopened. I have never sold or bought anything with this account so I don't see any reason why it should be suspended. Please unsuspend my account. Thanks!Kind regards,***********************
Business Response
Date: 04/20/2023
Hello,

My name is ******** and I am a member of the Amazon Account ******************** team.

I've reviewed your e-mail,and I understand you're concerned about your account being closed. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. We've found your account is directly related to another account which has been previously closed due to the violation of our policies.

Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one. Im sorry for any disappointment caused and appreciate your understanding.

Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the "Your Orders" menu on Amazon.nl

Best Regards,

Victoria,
Escalation Specialist
Amazon.nl
**********************************
Initial Complaint
Date:04/09/2023
Type:Service or Repair 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.
Today, I placed an order for groceries through Whole Foods on amazon.com. I was happy with the delivery, until I saw that my credit card was charged $44.04. I already have a credit card on file because I am an amazon prime member. Now, before I made the purchase, I added my EBT card to be charged for the full amount for the food items. I assumed, that the delivery charge, taxes, and tip was going to be charged to my credit card, and the food items charged to my EBT card. My credit card should have only been charged for the tip, delivery fee, and taxes, which I calculated to be $17.52. My frustration is coming from your foreign customer service rep who had a hard time understanding my issue who, proceeds to mute me as I am complaining about my issue, and goes completely silent when I call her out on it, so I ask to speak to her supervisor, and *********** off by placing me on hold. My frustration grows stronger, when the supervisor offers to call me tomorrow to issue me a refund, only to change her mind because I told her I wanted more clarification on why this happened, because I don't want this to happen again in the future. She was also rude, and she didn't understand my issue either. She simply kept telling me to contact EBT/Wholefoods for further clarification. At this point I am very angry, because she decided to no longer give me a refund and said she will escalate the issue to the "back office" verbatim. She didn't give me any information as to who this back office is and how long it will take for them reach out to me. I believe your website purposely split the payment, and I need to make sure that this doesn't happen in the future. I also would like to be refunded and charged the right amount to my credit card. This has been the worst amazon experience. Your customer service reps don't care about their jobs and have deplorable comprehension skills.
Business Response
Date: 04/10/2023
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 us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us 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: 04/10/2023

Complaint: 19915429

I am rejecting this response because: I got the issue resolved, thank you for your help!

Sincerely,

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

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