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

58,799 total complaints in the last 3 years.
22,154 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:04/06/2023
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 GIGABYTE Z790 AORUS Master from Amazon and I saw there was an open box selling for 30 dollars less so I decided to purchase the Openbox because Amazon promised that it was in working condition. After receiving it and troubleshooting everything I could I came to the realization that it was in fact not working and should not have been sold. I contacted Amazon and asked for a replacement and was told that there was no replacement for the open box. I offered to pay the difference for a new one and was informed that I would have to go through the return process and buy it again. The next day I sent the motherboard back and the price was now 120 more than it was at the time of purchase. frustrated I called Amazon and they told me that they were sorry but I would have to pay the full price. I am very disappointed because I would have got the sales prices non-open boxed item if I thought that Amazon would have sold me a broken motherboard,I guess that Amazon doesn't have to follow through with promises of selling working components after they "Tested" them.this is my order number ORDER # ***-1530528-9700251
Business Response
Date: 04/08/2023
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.

The e-mail address you contacted us with doesn't have an order matching what you described. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address using the exact same subject-line.

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

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

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

We hope to see you again soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Customer Answer
Date: 04/10/2023
They reached out to me and I sent an email from the email that is attached to the account.

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.The e-mail address you contacted us with doesn't have an order matching what you described. We only provide information and make changes when the request comes from the e-mail address associated with the account.If you know the e-mail address your account is under, write from that e-mail address using the exact same subject-line.If your e-mail address has changed, you can update your information by visiting Your Account (*******************************************) and click "Login & Security" at the top of the page. You'll be able to use the "Edit" button to update your information.If you're not sure what e-mail address your account is under, please contact us via phone: ********************************************************** We hope to see you again soon.Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
is the email they sent

Your Amazon.com Inquiry - BBB Complaint #********

********************;<*******************************************; Sat, Apr 8, 3:44?PM (2 days ago)

to bbb

Hello **********

This is the email that is attached to the account
--

**** Sitter

the ball is in their court I have did as they asked

Business Response
Date: 04/12/2023
Hello,

I'm Harasankar 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.

Thank you for writing to us from the correct email address.

As you may know, Amazon Warehouse is a division of Amazon.com that sells items through Amazon Marketplace.

Amazon Warehouse items are unique and may have slight damage, and the price of these items are generally lower than Amazon.com prices.

However, we aren't able to match Amazon.com prices to items listed through Amazon Warehouse or issue replacement for such item.

You can find more information about amazon warehouse items in the below mentioned link:

********************************************************************************************...

I hope this information helps. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Customer Answer
Date: 04/13/2023

Complaint: 19905263

I am rejecting this response because: That is not the issue the issue is that the motherboard was on sale and
after i returned the item it was no longer on sale, Amazon is Amazon saying
it is a different company is meaningless, it's still Amazon. And the
customer support I received was horrible. Being left on hold and then hung
up on was bad and should never happen.

"Amazon Warehouse items are unique and may have slight damage, and the
price of these items are generally lower than Amazon.com prices." it didn't
work it was a little more than slightly damaged the motherboard would not
post. I bought a new motherboard from your competitor and every other part
worked perfectly and the only part of the build that didn't work was the
motherboard you sold me. You should have allowed me to rebuy the gigabyte
motherboard from you with the sales price that was originally marked at
because your warehouse sold me a board that should never have made it out
of testing if testing was ever done.

I have spent way more than the average buyer and I will never purchase
anything ever again from Amazon if this is the customer service that i will
receive. now that i had to buy a different motherboard from your competitor
I don't need a replacement now if I were to be compensated I would be
looking for the difference i paid between the gigabyte mother board from
you and the mother board i have replaced it with

****

Sincerely,

*********************
Initial Complaint
Date:04/06/2023
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.
My account at Amazon ***************************** was made dormant without notification. They are now refusing to restore it.
Business Response
Date: 04/08/2023
Hello,

I'm Harasankar 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 accessing your account.

In order to troubleshoot the issue and gain access to your account you need to contact us over phone and get in touch with account change team, so that they can verify your account and troubleshoot the issue.

Here's a link to our Contact Us page:

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

Should you have trouble reaching us via the contact us page, you could call using the following numbers: U.S. and ****** ************** or **************.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:04/06/2023
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.
On 04/06/2022 I tried to purchase Aorus waterforce x 360 for ***** as advertised. When I click on the item it was listed as ******. I spent hours on the phone with Amazon without getting the situation remedied. All the customer service representatives were rude and not willing to correct the issue. I was then told the ***** option was a completely different model than what is advertised. If they say from $***** then why not list the model that is for sale for $*****. An employee of theirs admitted that it was a mistake on their part and credited me $100 there is still a $69.99 discrepancy. This is so dissapoiting the a trillion dollar company is fighting me for hours for 70 dollars.
Business Response
Date: 04/08/2023
Hello,

I'm Harasankar 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 pricing of the item.

I'm sorry to hear about trouble you had in this regard. To make this correct for you and as a one time exception I would like to issue the remaining amount of $70.00 in the form of promotional certificate.

Please let us know if you would like to accept the promotional certificate from our end. Once you confirm we will issue it right away.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 04/10/2023
Ignore my prior message. Amazon has not credited me $170 as they promised. They actually stole the 100 they gave me initially. I will be making another complaint if this is not resolved by 2:35 PM PST
Sent from Yahoo Mail on Android

Business Response
Date: 04/14/2023
Hello,

I'm Harasankar 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 reply. I apologize for the inconvenience caused to you.

As promised and confirmed before I've issued a promotional certificate of $100 to your amazon account as a one time exception.

Promotional certificate will automatically apply the next time you order an eligible item sold and shipped by Amazon.com.

Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.
Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

The promotional credit doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged. The promotion will not apply to digital game and software download orders from Amazon.

For more information about promotional credits, including the terms and conditions of use go to:

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

I hope this information helps. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Initial Complaint
Date:04/06/2023
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.
We ordered a file cabinet through Amazon. The seller was Spreetail, a third-party company. The item arrived damaged. We requested a return. The seller did not provide a pre-paid label and would not arrange for pick-up. We contacted Amazon several times about this issue, as there are disabled people who could not lift and weigh a heavy file cabinet. After Amazon contacted Spreetail on our behalf, and had put in the A-Z Guarantee, ********* said they would send a pre-paid label. The problem is, that happened after we had already paid for shipping through **** I informed Amazon about the shipping problem ahead of time, and Amazon told me many times to save my receipt because I would be reimbursed. I had contacted *********, who refused to pay the shipping costs. I informed Amazon that Spreetail would not refund us the shipping cost, and several Amazon reps told me that Amazon would reimburse me. I have copies of the messages from some of the Amazon representatives. ***** was one of the reps who wrote, "Amazon issuing the refund and the seller does not have any interference about this refund. Amazon is taking the responsibility to issue this refund from our end." The refund never came. I contacted Amazon several more times. The last time I contacted Amazon, I was passed from one rep to the other. On March 29, ****** wanted to issue a promotional credit of $140. I said no, we were promised a refund of $140.06. I then was messaging with Anoop. ***** said the only way we could get a refund is by crediting the cost of a Prime membership without cancelling the membership. I said we wanted the refund to the credit card. ***** then said he issued the refund of $140.06, and it we would see it in 3-5 business days. We have not received the refund, yet.
Business Response
Date: 04/08/2023
Hello,

I'm Harasankar 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, unfortunately I'm unable to find any amazon account under this email address.

We request you to write to us from the registered email address of your amazon account and provide us the order number you are referring to.

Also please make sure to use the exact same subject-line so that we can identify the issue.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 04/10/2023
The registered email address is *****************. The order number is ORDER # 114-6150982-7835436.
Business Response
Date: 04/13/2023
Hello,

Buyer has been refunded for the return shipping amount $140.06 to the payment method used to place the order 114-6150982-7835436.

Sincerely,
Customer Answer
Date: 04/17/2023

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. Amazon, indeed, refunded the shipping cost. Thank you

Sincerely,

*******************
Initial Complaint
Date:04/06/2023
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.
This is the second time I file a complaint against Amazon. The first time was to complain about their sellers price gauging products that are missing at my local stores in **************. ****. This time around is for the same reason. I shop at my local *********** One of their products has been discontinued/deleted from stock. The product is ************************** absorbent Puppy Pads Net Count 120 Pads, 120 Count. Amazon has four different sellers price gauging for $32, $39, $72 and $145. The price I paid at the **************************** was $17.89.
Business Response
Date: 04/08/2023
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I can understand that you are referring to the price related issue for the mentioned item.

We strive to maintain low and competitive prices on everything we carry. We constantly compare Amazon's prices to our competitors' prices to make sure that our prices are as low or lower than all relevant competitors. As a result, we don't offer price matching.

To read more about our pricing, please visit our Help pages:

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

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

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

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:04/06/2023
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.
Case ID: ********** ORDER ***************** *** 1ZR9Y1900309522921 ITEM: Playstation 4 WWE 2k23 DELUXE game disc was authorized and returned to amazon on MARCH 24th. It was a gift item. I requested for digital credit. However after 2 weeks, no credit was added to my own account. Even the buyer, *************************** contacted the company. She was also told to wait 2 weeks. Days passed by and I spoke to 6-8 agents and each agent did nothing. They just opened a ticket for stuck credit. However the ticket was not even processed and they just told me to wait another day and another day. It just continued on and on with every single agent. Nobody can authorize the credit to my account. Every body keeps telling me to wait and cancel the chat session or cancel the phone conversation. It is a never ending loop of lies. They owe me close to 108 dollars. The gift department is either asleep or dont know their job. *** confirms that AMAZON received the item. Digital credit shouldn't take 2 weeks for implementation. Its a quick fix. However all agents are liar or just trained to push me to another agent for another day.
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 that you have shared with reference the return on the gift on order ending **** and have reviewed the matter in detail.
We will not be able to issue any further refunds on this order. The refund was issued to the buyer on Friday, April 7, 2023 as a gift card balance.
We need the correct item to be returned and verified in processing before a refund can be issued.
I would recommend you reach them for further assistance in this matter.

I hope this helps.

Regards,
Raman R.
Amazon.com Customer Service
Initial Complaint
Date:04/06/2023
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 attempted to return Order# ***-6393833-8858664 for a refund. **NOTE** This return was started March 29 and DELIVERED April 05, **within the return window**. The seller, Toque **********************, was unhelpful, unresponsive, noncommunicable, and unreachable about replacing a broken lid for the cost of postage. I do not want anything to do with this company or this product. I want a refund for the clay *** I returned. (**Within the return window.** ) According to its Amazon message, the company is sending the *** back to me with a lid. I do not want this product or anything to do with this business. I wish to return it for a refund. Because of this company's delay, the return window has expired as of April 06. However that is not the customer's fault. The company could have refunded me and did not. The Amazon seller Toque ******* is impossible to reach, impossible to communicate with -- my email sent using the address on its own website BOUNCED and the company is uninterested in resolving anything. Therefore I do not want anything to do with Amazon seller Toque *******. I do not want its product. Its product failed to work for my needs. Therefore I request a refund. I will refuse or return the package when it arrives (if *** or ***** has a competent enough driver to deliver it properly; incompetent delivery drivers are also not a customer's fault), and I request a refund.
Business Response
Date: 04/08/2023

Hello,

We have reviewed the issue filed for the Order ID ******************* and noticed that the Buyer wished to return the replaced item for a refund.
Upon review, we noticed that the Buyer initially requested a replacement for the damaged part, from the Seller. Hence, the Seller had shipped out a replacement part to the Buyer. However, Buyer wants to return the item now, for a refund.
We have issued a full refund to the Buyer on 4/8/2023.
-- Refund Date:4/8/2023
-- Refund Amount: $89.98
In summary, Buyer has been refunded in full for the concerned order.
Initial Complaint
Date:04/06/2023
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 self publish using Amazon KDP and then my books are available for sale on Amazon. I enjoy this service and have tried to make writing books my main source of income. But my sales have started to fall and then I noticed that many of the negative written reviews under my book, can be found verbatim under other similar books. The reviews are clearly left by competitors, and this has happened to people before because there is articles written about this. 5 of these negative written reviews are 100% fake, and I emailed screenshots to prove it. This is illegal and it ruins my reputation as a writer. These negative reviews directly affect my sales and reputation. They are 100% fake reviews, I have the proof and sent them the proof and Amazon won't remove them. My book is a best seller, and it's under attack by competitors and I just want the fake reviews removed. I've sold thousands of copies with Amazon and I do not feel like this is too much to ask. It is illegal for someone to leave fake reviews, so this is in fact a crime that I reported and it has gone ignored by Amazon. The book is titled How to Grow Psilocybin Mushrooms: The Complete Beginners Guide to Indoor Cultivation. Amazon has all of the emails with screenshots, which was also sent to them via ******* and ignored, also ignored when I called them. I will attach the same screenshots with this report, that shows those same fraudulent reviews left on other books word for word. Thanks
Business Response
Date: 04/18/2023
On 4/9, **************** contacted KDP to report a fraudulent reviews on his book. Upon further analysis on 4/12, the Executive Customer Relations team sent the case over to the Amazon Community team that is in charge of customer reviews. On 4/18 the Executive Customer Relations team contacted **************** and reiterated our policy for reported fraudulent reviews, we confirmed with him that were unable to elaborate further on specific details regarding the resolution for the case.
Initial Complaint
Date:04/06/2023
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 purchased Quickbooks 2022 desktop pro with enhanced payroll software on March 20th, 2023 for $650. Amazon sent me a DVD box with security seal broken and license codes already revealed. When I provided those codes to Quickbooks said that license was already installed by someone else on December 9th, 2020! Amazon customer service asked me to return the product and order another one in its place. I paid another $650 for a replacement product and returned the one I had received. Amazon refunded the money back after 5 days for the first QB order. Amazon sent me another DVD with security seal I tact and license codes hidden. However, while trying to install the license, Quickbooks said that this was a recalled license and will not work. They mentioned that ****** should not have sold this product after May 31st, 2022! They asked me to return the product back to Amazon. Amazon customer service asked me to return the product and apply for a refund. After a week, they came back telling me that no money will be refunded as it was applied to restocking fee! This is nothing but extortion from Amazon and it's customer reps were rude in their response as well saying that nothing can be done at this time. They would not want to talk to Quickbooks either as they said they don't talk to third party. I am looking for an apology from Amazon for their mistake in selling me a software product after its licenses were recalled and deemed expired by the vendor. For their mistake, I am being asked to pay $650 which is absurd.Where is Amazon's value and customer satisfaction? Seems like it no longer exists? I demand and immediate and full refund for the money I have paid and a full apology for causing inconvenience to me as a customer.
Business Response
Date: 04/08/2023
Hello *****,
.
I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We're sorry to know about the inconvenience you've faced.

unfortunately, we could not locate any account with the email ID you've mentioned. We can provide information or take action only when the request comes from the email ID associated with the account. We request you to write us back from the email ID of your account and include the order ID's for reference.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 04/10/2023
Amazon requested the email ID associated with my account and the order number in question. Here are the details:
Amazon account email id: ********************************
Order number in question : 111-0125122-8235465
Thanks.
Business Response
Date: 04/20/2023
Hello *****,
.
I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Further to our previous correspondence, our colleagues from the "Executive Customer Relations" has issued $648.99 ($612.25+$36.74) to your Amazon gift card balance for the order #***-0125122-8235465.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 04/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while the outcome is not exactly what I wanted, the amount I had paid was refunded back to me.
I had to escalate this issue to the executive team at Amazon including ************** himself via an email, since no one at Amazon responded back for a week. They refunded only a part ($612) and not the complete amount. I had to email their executive escalation team again for the remaining amount ($38).
They accepted that it was their mistake via a phone call, but never apologized for the inconvenience they have caused to me. I am pretty sure that without my email to **************, Amazon would not have responded back at all.
Sincerely,
****************************
Initial Complaint
Date:04/06/2023
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 purchased a $500.00 Amazon.com gift card at the ********* in ********** in February 2023. I attempted to use the gift card in March 2023 to purchase several items on the Amazon.com website. My account was put on hold because Amazon.com believed that my gift card was being used fraudulently. I was offered some options to prove gift card ownership, including uploading a photo of the physical card. I uploaded the photo of the card but this was not accepted by Amazon.com. I attempted to call but I cannot speak with the department who is accusing me of theft. The representative suggested that I upload a copy of the purchase receipt, but I don't have it. It had been a few weeks since I purchased the gift card and there was nothing to suggest that I needed to retain the receipt. The representative suggested that I upload a copy of my bank statement that showed the purchase of the gift card. I uploaded a copy of my bank statement showing that I spent over $500.00 at ********* in February 2023, which proves that I purchased the card. This was not accepted by Amazon.com. I called back to complain but I cannot speak with the department who is making these decisions. The representative suggested that I go to the ********* and request a copy of the receipt. I drove 40 minutes to the ********* and was told that I could not get a copy of the receipt since I had purchased the gift card over a month ago. I called back and explained this and I am still being denied use of my card and I am not even allowed to speak with the accusing department. Amazon.com has the ability to look up the gift card details and find the place of purchase and associate it with my bank statement. I can only use the gift card at Amazon.com and they are erroneously and unfairly accusing me of fraud. This is not fair and $500.00 is too much for me to lose. I have provided enough information to prove that I purchased the card. Amazon.com has effectively stolen my money. Please help me.
Business Response
Date: 04/14/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 04/14/2023.
Sincerely,
***
Amazon.com

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