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

58,743 total complaints in the last 3 years.
22,134 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:04/03/2023
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 30th I placed two separate orders on Amazon ******************************************* and they stated that they would be delivered on April 1st. Originally, it was set to be delivered by 5 PM that evening and then it changed to by 9 PM. I watched the app to see when the order would be delivered because at that hour I wanted to make sure I grabbed the items immediately. Around 7:30 PM on April 1st the app said that I was the next stop. I watched it say "you're the next stop" for at least 10 minutes and I kept going outside to see where they were because I did not want the boxes sitting outside unattended. Finally it says "delivered." but I had NO PACKAGES. I circled my entire house, checked the backyard, etc. The orders said they were delivered to the mail room but I live in a house, there is no mail room. My husband walked the neighborhood and found about 5 packages at someone elses house all for different addresses, none of them for our house. We immediately contacted Amazon and they stated that they would have the items redelivered by Sunday April 2nd. Around 7:30 PM on the 2nd I contacted Amazon again because I still had not received my order. They then told me that I have to wait until April 5th to file a complaint and get my money back because "the order may still show up." And it took them 45 minutes to tell me this. They took my money, and are refusing to give me what I ordered. Someone, the driver probably, took my order. I sure hope they love their cupcake boxes and allergy medicine because this has been a nightmare to deal with. I just want my order. I was watching the situation very intently because I wanted to avoid my package going missing and it went missing by the hands of the Amazon driver. My son's health and my business are being negatively affected because of this.
Business Response
Date: 04/15/2023
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 you never received the two orders.

I see that both the orders have been replaced and the replacement orders are successfully delivered. I hope you enjoy the orders.

I've also forwarded the feedback to the logistics team and they will work on feedback and future improvements.

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:04/03/2023
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 ps5 controller from Amazon and it got lost during shipping. So I ordered a replacement. The original showed up before the replacement did and I started the process of returning one. Amazon uses *** ground for returns. I live in ****** and *** does not ship via ground from ****** with devices that have batteries. I contacted amazon and discussed this issue with the Amazon Rep. by the end of the conversation the representative tells me do not worry about the return and that I will not be charged for said item. Fast forward to today. I received an email stating that I was being charged for the 2nd controller anyways. I contacted amazon over this and I was told that Amazon WILL not uphold what their employee told me, I will be charged for the item REGARDLESS. Even with the chat transcripts proving that I was told this. All I want is to have my $73.88 refunded back to me.
Business Response
Date: 04/05/2023
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 the chat and have forwarded the coaching to the agent who has provided incorrect solution in the chat.

I've issued a full refund of $73.88 to your card. Please feel free to keep, donate or dispose the item.

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: 04/05/2023

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:04/03/2023
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 January 19,2023 I ordered Air Pods Pro from Amazon. My order number is 111-9215272-1357044. The price was $259.02. On January 20, 2023 I received a package that contained a cell phone battery, which I did not order. I called customer service and was instructed to take a picture of the battery and return it to amazon, which I did. Two weeks later I called because I didn't receive my refund. I was told to wait and my refund would arrive within 30 days. After 30 days I called and was told I needed to wait 60 days for my refund. After 60 days had passed I called again and was told it was too late to return the item. I have since gone to *** and confirmed the item was returned to Amazon and signed for. I can't get any help from customer service. I have numerous emails and have made many phone calls trying to resolve this. I can send *** documentation if needed.
Business Response
Date: 04/25/2023
********************,

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 return.

I see that you've not replied to email sent on 03/21 as previously directed by our customer service and now 60 days has passed. Unfortunately we are unable to issue refund in this case.

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: 05/01/2023
Amazon denied a refund in the above complaint. The reason given is I did not answer an email they sent on March 21. I have attached a copy of my response to the email. I really don't understand why a company this big wants to rip me off. I have proof from *** that the item was returned on 1/19, 2023.
Business Response
Date: 05/03/2023
********************,

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.

Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

As you haven't been issued a refund after March 22, 2023, we recommend that you reach out to the carrier that you used to return the item to Amazon.

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: 05/03/2023

Once again Amazon denied my refund. This time they said I should take up the problem with the carrier. I have attached proof of delivery from *** proving the item was returned to Amazon.
Business Response
Date: 05/06/2023
Hello,

As mentioned, after 60 day period has passed, we are unable to issue refund in this case.

Unfortunately we do not have any other solution for this issue.

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

Regards,

Praveen M
Amazon.com
*****************************
Customer Answer
Date: 05/08/2023

Complaint: 19888941

I am rejecting this response because: I ordered AirPods pro from Amazon on 1/19/2023. I received a battery cover that I did not order instead of the AirPods. I took a picture of the item I did not order and used the return label to return the item on 1/20/2023. The item was accepted by Amazon on 1/23/2023. I was billed $259.02 for AirPods and am due a refund. Since I returned the item, Amazon has provided numerous reasons that I have not received my refund. I called **************** 2 weeks after I returned the item and was told I had to wait 30 days for a refund. After 30 days passed, I called again and was told I had to wait 60 days. After 60 days, I was told I had to file an appeal because no refunds are given after 60 days. I filed a complaint with BBB because no one at Amazon was helping. Amazon denied my refund because I didn't reply to a 3/21/2023 email. I provided a copy of my response to Amazon along with a photo of the item that I received instead of my AirPods I ordered. Amazon again denied my refund because it had been more than 60 days since I returned the item.
Please reconsider. Also please provide me with an address I can send a demand letter prior to filing in Small Claims Court.

Sincerely,

*************************
Initial Complaint
Date:04/03/2023
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, I have an amazon account and bought a ***** camera. I lost my phone and number and Amazon cannot help me. I have been on the phone for hours to no avail. I cannot get them even to cancel my account. I want my camera refunded and the Amazon account closed.
Business Response
Date: 04/04/2023
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 experience you've had with your recent order for Blink camera and your account.

I see that you've changed your password recently. If you are still unable to access the account, we request you to write us back with the below information. We'll work with our account specialist to look into the issue further.

1) Name on your account:
2) Time Zone;
3) Time window to call you:
4) Old phone number:
5) New phone number:
6) Order number for Blink:

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 04/07/2023

Complaint: 19888895

I am rejecting this response because: I have been asking for weeks to close. The person sent me to ***** and they could not understand why I couldn't open my account!!!???
I now have to close my credit card so they may renew the subscription. They won't refund my camera which is now a $130 box. This is no less than theft.
Most horrible customer service I ever received.

Sincerely,

***************************
Customer Answer
Date: 04/10/2023
Thank you,
Here is the information:
1) Name on your account:***************************
2) Time Zone; *******
3) Time window to call you:Mondays and weekends all day - Tues thru Friday after 6pm
4) Old phone number:************
5) New phone number:************
6) Order number for Blink: I dont know because both my ***** account and ********************** accounts are locked. It is the only (and last) blink camera I purchased.
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.

Thank you for writing back to us with the requested information.

Further to our previous correspondence, our team has requested a valid government issued identification document to proceed further. We apologize if this additional step is of any inconvenience.

We hope to see you soon.
Regards,

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

Complaint: 19888895

I am rejecting this response because I sent this information yesterday.

Sincerely,

***************************
Business Response
Date: 04/25/2023
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.

Further, to our previous correspondence I can confirm that our team has disabled the two-step for this account.

You should be able to access the account now. If we can be of any other assistance, please reply to this email.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 04/26/2023

Complaint: 19888895

I am rejecting this response because: the Amazon account was unlocked, but the ***** password is still locked.

Sincerely,

***************************
Business Response
Date: 05/02/2023
Hello ****************,

Thank you for writing back.

We request you to write us back with the order Id for the blink camera and the issue with it. We'll reach out to blink team for assistance and update you with a resolution.

We hope to see you soon.

Best regards,
Abhishek
Amazon.com
Customer Answer
Date: 05/02/2023

Complaint: 19888895

I am rejecting this response because:
The camera is still locked out.

Sincerely,

***************************
Customer Answer
Date: 05/03/2023
The Amazon past ordered do not go back that far. I just want it to work. I am locked out because I have a new phone number.
Initial Complaint
Date:04/03/2023
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 purchased an espresso machine on October 11, 2022. The seller sent the wrong model and we returned the item the same month. We have yet to receive a refund for the item. When we received the wrong item we followed the normal process through amazon and returned the item. Amazon acknowledged that the item was received, but never issued the refund. Because this state persisted for some time, we opened a dispute with *********** ***** said the purchase was valid because we received the item but they did not understand that we were disputing the refund after returning the item. ***** informed us to go back to Amazon for resolution. Amazon then said that they can process the refund when the dispute is closed with the bank, so we closed the dispute. Now ***** has no authority to revisit the dispute because of the elapsed time. Currently, Amazon is gaslighting us and saying that the refund will be posted in a certain number of days but it never actually comes through. This failure to pay despite telling us everything is taken care of has been going on for over 60 days now.
Business Response
Date: 04/20/2023
Hello ******,

I'm Sandhya 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 details and I'm sorry to know that you have not received refund for your return.

Upon investigating with our internal team, I can confirm that we have received ASIN: B088HHQTMD (this item was not in the original order), instead of 1 x ********* ECAM22110S Magnifica XS Fully Automatic Espresso Machine with Manual Cappuccino System, 9.4 x 17 x **** inches, SILVER AND BLACK ( $999.00 ) ASIN: B07PKXDKPQ.

The return window expired on January 31, 2023. At this time, we're no longer able to accept the return of the correct item.

Also, we'll issue a full refund for items within ***** days of the return.

Under these circumstances, we wont be able to process refund at this time. As an alternative, you can dispute the charge with your bank.

Hope this information helps. We appreciate your patience.

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

Regards,

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

Complaint: 19888810

I am rejecting this response because:
******,
Thank you for your response however, you do not seem to have all of the correct information. We returned the item for the exact reason that the one sent to us was not the correct model that we ordered! That is why the numbers do not match up. We have written records of our attempts to provide this feedback on the seller. We made this return 3 days after purchase, well within the acceptable window of time. However, we have yet to receive a refund despite it being 6 months. We have reached out to Amazon multiple times and through multiple methods and each time Amazon either tells us that they will not help us, or that we will get the refund any day, which is always inaccurate.
This is why we contacted the BBB. You have received the item but have not given a refund. The value is over $1000 and it has been 6 months! Please refund us already! No more excuses or failed attempts. We will accept Amazon credit or whatever can be processed immediately.

Sincerely,

***********************
Initial Complaint
Date:04/03/2023
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 returned 4 Items since January and we have been calling Amazon every week talking to supervisors, expecting calls and nobody called me.
Business Response
Date: 04/17/2023
Hello *****,

I'm Sandhya 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 details and I'm sorry to know that you haven't received refund for your returns.

Upon checking, I can see that our customer service team tried to initiate refund on orders. However, refund is being "Hard Declined". You can contact the bank to ask why they declined the refund.

Since your refund are being declined, we can either refund you via a gift card, which you can use for your future purchasing.

We appreciate you bringing this to our attention.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/18/2023

Complaint: 19888670

I am rejecting this response because:
I am tired of calling my bank and they tell me that Amazon should be responsible for returning the money since Amazon has the money. I cannot accept gift card as this is over $1500 dollars in refunds. Every time we call Amazon the supervisors tell us that this will be fixed in less than two weeks. This problem has been going on since January. Amazon has the item and my money.
Sincerely,

***********************
Initial Complaint
Date:04/03/2023
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 writing this appeal because Amazon has deprived me of access to my seller account. I believe this happened due to a technical error, but Amazon does not want to admit it or help me reactivate access to my seller account.I will describe a chronology of this case. On March 23, 23 I changed the card details on my PALMARSHOP account, and I received a notification on my account about the successful change. Further, Amazon suspected that abnormal activity was taking place on the account, and on March 23, 23 I received a notification that it was needed to change the password on the account. I did everything as they asked me. I fulfilled all the requirements in the instructions, received an *** code, reset the password, and made a new password. But I get an error when I try to log in again to my account. Supposedly the user with this email does not exist. At the same time, I ask you to note that I can log into my account, but after that, the Amazon system provides an error that supposedly such a user does not exist. Also, every time I log into my account, Amazon asks me to go through verification with the *** code. I confirm that I did not inform anyone about the *** I received. I also guarantee that I did not share my personal information and did not give access to my account.I tried contacting Amazon support and got a response that access to my account was reactivated, but this is different. I need help understanding what I did wrong and why I was deprived of access to my account. I did not violate anything, so I am an honest seller. Please help me resume access to my PALMARSHOP seller account since I am *****************************************, the sole owner of this account. I am sending all the screenshots from my account confirming my words along with this letter.
Business Response
Date: 04/05/2023
Hello,

We have decided to reinstate this account and an email was sent to them informing them of this decision on 5th April 2023.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:04/03/2023
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 name is *********************************. I am the co-owner of DMNI CONSULTING CORP (email: ************************).My concern is the mistaken rejection to enrol my Trademark on the Brand Registry due to their impossibility of confirming the connection between my account and the brand owner. The standard process to appeal this process doesn`t work because Amazon couldn`t clarify what they needed and what was wrong with my documents. Information about the trademark(see the screenshot from the *********** US Serial Number: ******** Application Filing Date: Dec. 11, 2022 Let me provide sufficient information that my trademark and account are directly connected. I attached the following documents :-Certificate of incorporation to confirm the name and business address of my company:Name: DMNI CONSULTING CORP Business address: THE CORPORATION ****************************************************** -Resolutions by incorporator of DMNI CONSULTING CORP to confirm the name of participants:-Trademark/Service Mark ************ ********* Register. You can that the owner of the trademark is my company - DMNI CONSULTING CORP. In addition, you can notice Signatory's Name: ********************************* as I mentioned previously, I am co-owner of DMNI CONSULTING CORP.-Selfie with my passport. Please, allow me to enrol my trademark (DMNI US Serial Number: ********* to the ********************** Brand Registry and use all benefits for my account.
Business Response
Date: 04/04/2023
Greetings from Amazon Services

In order to submit and appeal and request a review of the information, these are the steps that have to be followed:

1) Login to brand registry portal
2) Click Manage > Brand Applications
3) Click on the "appeal" button appearing in front of the application with status "ineligible"
4) Fill up the appeal form and submit

Once you raised the appeal, it will be reviewed by the concerned team and the next course of action will be communicated with you via the same appeal case.

Take into consideration that the application was declined because of the current status (LIVE/APPLICATION/Awaiting Examination), this means the the trademark application has been accepted by the Office and has not yet been assigned to an examiner.
Customer Answer
Date: 04/10/2023

Complaint: 19888541

I am rejecting this response because:
I tried to use this form to appeal to the Brand Registry several times. However, It was rejected without explaining the reason for the rejection. I called Amazon Selling Partner Support to learn more about the decision of the Amazon Brand Registry team. Amazon Selling Partner Support didn't accurately respond to me because they hadn't access to this information. Amazon Brand Registry Team recommended using this form:
1) Login to brand registry portal
2) Click Manage > Brand Applications
3) Click on the "appeal" button appearing in front of the application with status "ineligible"
4) Fill up the appeal form and submit
As I mentioned before, it doesn't work for my case.
In addition, the official site of the Brand Registry lists such conditions to apply for the ** program: Brand Registry also accepts brands with a trademark pending registration (from ****************************************************************************** ).

So the current status (LIVE/APPLICATION/Awaiting Examination) isn't the reason for the rejection to enrol my trademark.
I kindly ask you to pay attention to my case and allow me to enrol my trademark DMNI US Serial Number: ******** to the ********************** Brand Registry.

Sincerely,

*********************************
Business Response
Date: 04/12/2023
Greetings from Amazon,

Please take into account that Eligibility requirements found on the Brand Program website do not guarantee that an eligible TM will receive approval in Brand Registry.
******************************************************************************

At this time, we have provided a path forward for the Selling partner to seek approval for their Brand in Amazon's Brand Registry.

Potential alternatives:
-Submit an appeal:
1) Login to brand registry portal
2) Click Manage > Brand Applications
3) Click on the "appeal" button appearing in front of the application with status "ineligible"
4) Fill up the appeal form and submit

or

-Raise a new application for the desired brand. *********************************************************

Either of the options above, will allow the Selling Partner to work with the corresponding team reviewing their appeal or application accordingly.

Thank you for Selling on Amazon.com

Due to the proprietary nature of our business we are unable to provide additional details around the application process for Brand Registry.
Initial Complaint
Date:04/03/2023
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.
Amazon is not reviewing my account reinstatement submissions. I have provided exactly what they have asked for. Amazon is unjustly suspending my account and holding my funds. Please see my appeal attached.
Business Response
Date: 04/04/2023
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 4/5/2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 04/11/2023

Complaint: 19888492

I am rejecting this response because:
Amazon is just sending a generic response and there is no human being actually reviewing my appeal. I have provided Amazon everything they have asked for. Amazon is illegally withholding my money.

Sincerely,

*************************
Business Response
Date: 04/18/2023
Hello,

We are unable to reinstate this seller's account, as the seller's appeal does not meet the conditions for reinstatement under our policies.

Sincerely,

Amazon.com Seller Performance
Initial Complaint
Date:04/03/2023
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 purchased a dog kennel on Amazon February 23, 2023 for $449.39 that Amazon took payment from my approved Mastercard debit linked to my credit union Founders FCU. The payment was deducted at time of shipping on March 7th, 2023. March 8th I received notification that it was delivered to my home. March 8th I discovered the package received was a scam facilitated via Amazon platform, as it was a "gift card" and was not the dog kennel I ordered. The scam was returned March 8th to a local *** drop center using the ** code provided by Amazon after I immediately filed a complaint with Amazon using their chat option. Amazon refuses to return any monies to the form of payment that it was taken from and applied it as a credit to forcibly use only at Amazon. There is no option on Amazon in which I can transfer my money back to my bank account. I don't want to continue to purchase the item at Amazon after I have already been scammed. I would like $424.58 returned to my credit union payment method. Amazon claims they cannot return my money credited to my account March 23 because my daughter purchased 2 books < $25 March 24th when Amazon automatically applied payment from the credit to her new purchase. Amazon also refused to allow the return of the books to fascilitate the full refund. We aren't trying to get anything for free, we just want to be made whole after being scammed and have access to my money to purchase the item elsewhere.
Business Response
Date: 04/06/2023
Hello ****,

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

I understand that you were refunded to your gift card balance on the order #***-1922173-0986667 return and you want to get this refunded back to your original payment method.

I've reviewed the details of the order and see that the gift card balance refunded was used on two orders placed on March 24, 2023. As the gift card balance was used on the orders placed, the option to resubmit refund to your original payment method is no longer available.

I'm sorry about the trouble you had with the refund processed to your gift card balance that can't be refunded back to your payment method. I've passed your message to our internal team as a feedback. We value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers.

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

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/08/2023

Complaint: 19883199

I am rejecting this response because: Amazon should have never placed the refund as a credit in the first place, a credit was not used when making the purchase. Furthermore, due to your deceptive practices, when those books were purchased, it clearly showed the last 4 digits of the debit card payment method- but Amazon took it off the credit. Then for Amazon to state the books could not be returned to initiate the whole credit borders thievery. Amazon also prevents the purchase of other GC with the credit, more thievery. Why will you not refund the balance of the money to a customer who was clearly scammed by your seller.

Sincerely,

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

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