Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,348 total complaints in the last 3 years.
21,721 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:04/07/2023
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 mattress from Amazon. Amazon FAILED to deliver the mattress and wants us to eat the cost of their mistake. Manufactured by ******* and delivered by Amazon. We paid $349.38 for the mattress. Several days pass and the tracking shows no progress--it had not been shipped despite the arrival date being a few days away. After no word, on April 4, we get a notification it was delivered and handed to resident. My girlfriend was home that day--there was nothing left at the door and no knock. Our apartment community is laid out in such a way that you can hear people coming up and down the stairs--we are on the top floor with one neighbor, and packages left at the door are not visible to passers-by. We contact amazon about the missing package and are told to wait a day, as it could still be delivered. We wait. No package. We contact them again and are told repeatedly that they will not issue a refund. They claim the package was delivered correctly because that is how it is logged (in their own system). It says it was handed to resident. We were never handed anything and never signed for anything. **************** has repeatedly told us to file a police report for the package which was NOT DELIVERED. They want to claim it was stolen so it is no longer their problem. This is NOT a small amount of money that we cannot just let go. We are incredibly upset with how unhelpful Amazon has been.
Business Response
Date: 04/13/2023
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 reached out to the logisitcs team and they have issued refund for your order and have forwarded the coaching to the driver for not being upto the mark.

$349.38 refund was issued on Sunday, April 9, 2023. You will see the refund usually within 5 business days.

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:04/07/2023
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 Amazon account was hacked, items were ordered, deducted from my credit union account and sent to my home: Date Ordered>Order Number>Item Ordered>Amount Deducted - 06/09/22>113-9815696-9225024>TCL 32-inch Class 3-Series 720p **************32S335, 2021 Model>$169.89 - 06/11/22>113-5991425-8642652>TCL 32-inch Class 3-Series HD LED *****************32S334>$172.03 - 06/16/22>113-8852132-9289840>Nintendo Switch with Blue and Neon Red Joy-Con>$321.50 I personally returned the items to Amazon and saw that theyt were posted on my Amazon account for a time. Until they were removed. I have call made multiple calls to Amazon **************** and sent multiple emails as welll. The last information I was given was that in order for me to receive a refund, the returned orders need to have the "suppression" lifted so then **************** could arrange a refund.My mother just passed away and I despirately need the money. Thank so much,***********************
Business Response
Date: 04/22/2023
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 2022-07-01
Customer Answer
Date: 04/27/2023

Complaint: 19910299

I am rejecting this response because: You have not refunded me for items I did not order but paid for, received then were returned. Please either send me a check for $663.42 or credit my debit card currently associated to my Amazon account.

Sincerely,

***********************
Business Response
Date: 06/01/2023
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 and see that these are old orders and were suppressed due to unauthorized activity. You will need to check with the bank so that they can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 06/05/2023

Complaint: 19910299

I am rejecting this response because:
I spoke with my credit union several times throughout this ordeal and after receiving this latest response. Each time they explained that they cannot do anything for me since the items were shipped to and received by me. The items were returned to Amazon. Sincerely,

***********************
Initial Complaint
Date:04/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Jan. 2 2023 I called Amazon customer service about deck tiles I had purchase July of 2022. During the Summer I paid $1400 to have the tiles installed. During the cold weather here in ********, the tiles curved upwards creating an uneven surface that was a trip/fall hazard for me and my 84 y/o Mother. After speaking with with Amazon CS, I was instructed to remove the tile, when the weather was better and return it for a full refund. In mid-February 2023 I paid $400 to have the tiles removed and packed for shipping, and they were returned. On 2/22/23 I spoke with CS and was told "once the carrier has received your package, it can take up to 2 weeks for us to receive and process your return." I called again 3/6/2023 and was again told they were processing the return. Again on 3/11/2023 I contacted Amazon CS and was told that it was checked AND confirmed that all the order was returned. In that same conversation I was told I had received a partial refund of $200.58 for order#***-9228669-4609820 and the balance of $1908.67 would be refunded by March 14, 2023 and for order#***-8892024-5560213 I had received $208.11 of the refund and would receive the balance of $927.64 by March 14th as well. March 15th I called and was told I would receive the balances owed on March 19, 2023. On March 23, 2023 I was told that the return had been sent over to investigations and I would hear from them within ********************************** I checked the status and again called CS and was NOW told there was a restock charge of $817.71. I was told I would receive a FULL refund because these tiles were defective and dangerous.
Business Response
Date: 04/09/2023
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 from the Order ID: ******************* and Order ID: *******************.

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

Upon checking I see that you have been charged for return shipping charges as the return method was ********** and for restocking fee as the return window was expired. Unfortunately we are unable to issue the refund for the return shipping charges and the restocking fees.

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: 04/11/2023

Complaint: 19910144

I am rejecting this response because: I was never informed of a restock fee and by law a defective item should be refunded fully. My next step will be court.

Sincerely,

*****************************
Initial Complaint
Date:04/07/2023
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.
So I made an account with ********************** and I've had nothing but trouble ever since I made a order to order was over $25 so I should have got free shipping but what happened was they charged me twice once for the shipping and once for the merchandise when it should have been free then my account was put on hold it was frozen due to suspicious activity because I use my girlfriend's card I had to prove that the card was legit I had to violate my girlfriend's privacy more or less because I had to email them bank statements and everything with her name on it and stuff just so they can see that the car was legit all right the only thing that I had got out my order at that point was a pair of damaged headphones value of *********************************************************************************************************************** the mail then after all of that I tried to place a order this morning for a ****** Play card using their gift card but it still says using suspicious activity so they still froze my account even though I use their their money did they refunded me it still suspicious so now I have to jump through hoops and everything once again and I want the madness to stop like I would like compensation but I want the s*** to stop more importantly yeah I want my money back and maybe my sanity that they've made me lose happen to jump through hoops to be able to order something off of Amazon you know Amazon used to stand for something you know you used to help people but now I feel like it's only hurting people because they have to go through this and I've heard other problems through friends and coworkers and stuff they've had with Amazon and it just seems like a big rip off now you know wish even though you get yourself a month later at least you get it and if you ask for a refund at least they refund your money they don't freeze your account you know ******* ***** but hey it's better than Amazon at this point when Amazon used to be the top line that's about it
Business Response
Date: 04/20/2023
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 4/20/23.
Initial Complaint
Date:04/07/2023
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 a item through Amazon.com..I needed to return the item due to malfunction.I went through the amazon website to process a return and was directed to the seller third party seller Me and seller communication was through email and come to a conclusion to ship the item to them for a possible fix or replacement.The seller sent me a prepaid shipping label through **** and I shipped it and know I havent heard from them and not received anything from them..I reached out to Amazon and was told that I needed to wait thirty days for to process a refund.I reached back out after 30 days and was told they couldnt do anything because they dont have proof the item was returnedI emailed receipt of my **** shipment and the label the seller sent for Me to ship..I was hung up on twice by different amazon employees and told they couldnt do anything and know..I have spent 300 dollars and have both from Amazon or seller.
Business Response
Date: 04/10/2023
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 see that the order was sold by a seller named HexController and fulfilled/shipped by Amazon.

Here any issues with the item, you have to return the item back to Amazon and not the seller. As there is no return authorization from our side and the item wasn't returned to us, you will need to get in touch with the seller to return the item back to you.

Further, for misleading, I've forwarded the feedback to the concerned department so that they can take corrective action.

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: 04/11/2023

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.

Sincerely,

***************************
Initial Complaint
Date:04/07/2023
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.
On September 09, 2022, Amazon.com started charging me $14,95 for Audible. I did not order Audible and I have asked Amazon to please remove this bogus charge once before now.I have a list of unauthorized charges that were place on my card by Amazon,Please remove this bogus charge and ask Amazon to please refund all of my money. I have never used Audible and I never will use Audible.
Business Response
Date: 04/24/2023
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 Audible charges.

I've checked with the Audible team to help you with the issue and they have confirmed that a refund of $89.70 was issued along with cancelation of the Audible Membership. They have also sent an email confirmation with the same.

I hope your issue is now resolved.

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:04/07/2023
Type:Billing 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.
Issue: There is a fraud account that has illegally obtained my credit card information. I want MY credit card information removed from that account. Date I contacted Amazon: April 7, 2023 Fraud charges were made through Amazon Prime and Amazon Prime under a fraud account that I never created. Amazon refuses to solve the problem. I have requested multiple times to get my credit card information removed from the fraudulent Amazon account, but Amazon refuses to do so.
Business Response
Date: 04/20/2023
Hello,

We have granted the customers request
We sent an email to the customer through their registered email address on 4/20/23.
This email confirms the actions we took on the third party account.
Customer Answer
Date: 04/21/2023

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.

Sincerely,

***********************
Initial Complaint
Date:04/07/2023
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 two twin sized bed frames that were supposed to be delivered 03/30/23 by **** Once they were marked as delivered, I went outside to retrieve them but they weren't anywhere to be found. I contacted *** who told me to contact Amazon. Amazon told me I must file a police report in order to get my refund. That was on 03/31/2023. I filed a report that day. I was told to provide all the police report information thru email, which I did. Then I was told I had to call and verify, which I attempted to do. Then, once on the phone, i've been ridiculed, disrespected, hung up on, etc. I keep getting redirected but no one can explain to me why I am not getting my refund after I've done everything Amazon asked me to do. I then received an email stating I must wait 50 days, then they'll decide if I am eligible for a refund. They clearly have an *** moneyback guarantee posted on their website that they are refusing to even acknowledge with me. I have asked for proof of delivery multiple times and they refuse to provide, stating that based off the weight that it was delivered. Isn't it fraudulent to post about a guaranteed refund if they can't prove it was even delivered? This is $300 worth of items that have just disappeared right along with my money. This is false advertising. This is illegal. My order number is 111-4337695-2013801 and 111-8101490-4171466. I
Business Response
Date: 04/23/2023
Hello Leahni,

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 would request you to please contact the police and confirm if the police report is complete and contact our customer service department via phone so that they can help you further.

Please feel free to contact ** 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: 04/25/2023

Complaint: 19909650

I am rejecting this response because:
I have attempted to contact you guys by phone for weeks now and each time I'm told someone will follow up with me. I never hear from anybody! The police report has been completed and you guys won't even attempt to validate it or provide me proof of my delivery. I feel as if this is false advertisement as you have a A-Z money back guarantee posted. I would like my refund immediately
Sincerely,

***************************
Business Response
Date: 04/28/2023
Hello ******,

Thank you for your reply.

I appreciate your update and request you to please call the customer service via phone so that they can verify ***************. I am sure your issue should be addressed in a swift manner. Its just a matter of a phone call.

Here's a link to our Contact ** page:

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

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
*****************************
Customer Answer
Date: 04/28/2023

Complaint: 19909650

I am rejecting this response because:
I attempted to do that and was told someone from a different team would contact me in 48 hours. I've been told this 3 times and no one has attempted to contact me! Why can't you people just verify my **** police report! You're not even attempting to do so!
Sincerely,

***************************
Business Response
Date: 05/01/2023
Hello Leahni,

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.

Unfortunately our customer service department is unable to reach the police even though they tried multiple times. Without verifying the report, we are unable to issue refund.

Please reach out to the police so that they can help you further.

Please feel free to contact ** 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: 05/03/2023

Complaint: 19909650

I am rejecting this response because:
How is that possible when I received this email stating you guys did verify it? You continue to lie to me and I have contacted the police multiple times and they have stated that it is completed. You people are just blatantly lying.
Sincerely,

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

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 and see that our colleague from Executive Customer Relations team ****** was able to verify the police report hours after my email sent to you. Its still in investigation process. The investigation should be complete for ** to look into this issue.

I would request you to please stay in touch with the police and once the police investigation is updated as complete, please contact our customer service department directly so that they can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:04/07/2023
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 received a first email from amazon saying my amazon account made a transaction for a camera (******* CAD) which I do not authorize when Im on a business trip in the **. I replied back and also contacted account-***************************** as the email instructed, saying I do NOT authorize this transaction and my amazon account might be hacked. However I kept receiving the same email from amazon ignoring what I sent, and no email response from account-***************************** with any solution regarding my hacked account and this unauthorized transaction.Now amazon has locked my account saying I must pay out the camera amount.My amazon account is at least a decade old, and I barely buy ***************, especially this large amount.I have proof of my credit card invoice showing theres no this transaction.My amazon account still has gift card values and countless personal photos that cannot be valued. Here is the unauthorized transaction details I copied from amazons email:-- Order number: - Purchase ID: ******************* - Order ID1: 702-6844921-9873022 -- Order date: Thu, Mar 16 2023 -- Disputed amount: ******* CAD -- Item in order: - RICOH GR IIIx Digital Camera [Focal Length 40mm] [ Equipped with24.2M APS-C Size Large CMOS Sensor ]
Business Response
Date: 04/19/2023
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 2023-04-19.

Sincerely,
********
Amazon.com
=============
Customer Answer
Date: 04/19/2023

Complaint: 19909118

I am rejecting this response because:
I do not authorize the listed transaction in my account, and apparently my account was hacked/breached for this purchase while I was travel out of country for business. I have attached my credit card invoice for March 2023 and there's no this disputed transaction you listed.
Again I do not know or see this camera, and I did not make this transaction, I do not purchase electronics in Amazon.ca as you can check all my purchase history in the past 10 years. I only use Amazon.ca to purchase small items or snacks/ coffee beans.
I would like to request an update on the progress of the investigation and an estimated timeline for resolving this issue. As a over 10-years loyalty Prime member, it would provide me with peace of mind to know that the matter is being handled promptly and efficiently.
Thank you again for your assistance, and I look forward to hearing back from you soon.
Sincerely,

***********************
Business Response
Date: 05/04/2023
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. Customer raised a dispute on order ******************* for CAD 1557.72 and this dispute is closed in customer's favor. The payment for this order is still pending because of the dispute and customer needs to clear this debt to get their account active again.

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 May 04, 2023.

Sincerely,

*****
Amazon.com
Customer Answer
Date: 05/04/2023

Complaint: 19909118

I am rejecting this response because:
This unpaid-order is a NOT-AUTHORIZED order due to my account was hacked, and I was out-of-country for business trip during the time. I have no idea about this order at all.
I have told you and your colleagues at least 7 times, however you keep copy & paste the same content of this "unpaid order" and instruction of how to pay. I'm unware of this item how and why you want me to pay???
I'm a loyal Amazon customer since ********************** first into ******, and have never encounter this problem, my Amazon account still have more than $1,000 gift card amount and priceless Amazon photos. Please fully read my response, not no-brainer copy/paste the same response!

Sincerely,

***********************
Initial Complaint
Date:04/07/2023
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 am not satisfied with my recent claim denial in reference to order # ***-9898182-1541043 via Amazon seller ***************, Inc.I purchased an iPHONE 12, in July for my daughter. Initially the phone seemed okay, but she realized after a time that the screen was not responding quickly and required the user to press harder to get it to react. She tried adjusting the sensitivity and a few other tricks that Apple Support online suggested. As we were trying all these things, it happens that the 30 days claim past.Once we realized that the screen was not installed properly on the phone, I started the process of trying to exchange the phone or simply return it for a refund. Those attempts proved unsuccessful via Avant. I then called customer service at ********************** and was repeatedly told, "We've got your back and will help you resolve this." I called on 12/7/22. I received my first email denial on 12/10/22. I called again on 12/11/22. I was told that the seller was contacted and I should get a return label within 2 days. The label never came. Amazon was to call me on 12/14/22 to check if the label came. I did not get a phone call. I called again on 12/17/22 to say the return label did not arrive. I was told the seller will not refund or replace the phone. An A to Z claimed was filed on that call. I was told an account specialist would investigate further and I would get a response in 1 week.On 12/22/23, I received and email with my second denial of claim. On 1/6/23, my third denial of claim was sent via email.On December 27, 2022, I went to the nearest Apple Store where it was confirmed that the screen was not installed properly nor was it a certified Apple screen, therefore the ********** I purchased was invalid. I was left with no other choice but to trade in the defective phone to Apple and purchase a new phone.In the end, Amazon and Avant Solutions cost me $571.95 for the original phone plus another $300 for the new phone for a total of $871.95.
Business Response
Date: 04/13/2023
Hello,

Thank you for taking the time to provide us with more information regarding the claim on order 113-9898182-1541043.
The A-to-Z claim on Order 113-9898182-1541043 has been closed because buyer did not contact the seller to report the issue within return window period.
Hence, we will not be able to reverse the decision on claim.

Sincerely,
Customer Answer
Date: 04/14/2023

Complaint: 19908626

I am rejecting this response because: The issue was not identified until after the 30 days to contact the seller lapsed. Amazon repeatedly told me on the phone that they "have my back" and will rectify the situation. Even after explaining to them that the problem was not evident at first over and over, they still are protecting the seller by saying that I should have reported it in 30 days. Amazon or the seller or both should make good on their A to Z Guarantee or it is no guarantee at all.

Sincerely,

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

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