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

59,249 total complaints in the last 3 years.
21,822 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: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 returned a bunch of items that I had purchased and never used within the 30 day return window. In fact, I returned them within 2 weeks, on March 26. According to the tracking, the returned items were received by Amazon a week ago (March 28) and they have not been scanned in an I have not been issued a refund. When I contacted customer service, I was told that scanning in can take up to 2 weeks and the refund can take an additional 5 days, and was then asked to wait until April 21 to see if they would scan in the returns by then. That will have been almost a month from when I returned the items, I have had multiple instances where my returns are never scanned in and I received emails that I was being charge for items I already returned. So I do not have faith that this will be cleared up by trusting that the returns staff will scan them in in a timely manner. I was brushed off by the customer service agent and was told that even though the tracking shows that my order was returned a week ago, they could not issue a refund but would give me an Amazon promotional credit instead. I am incredibly disappointed in the customer service and the disregard for customers.
Business Response
Date: 04/05/2023
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.

I am sorry for the inconvenience caused to you with the order# ***-7880956-0069813.

Upon checking with the order details we can see the refund of $9, $115.88 for 5 items issued back to your original payment method.

You'll see the refund on your original payment method statement in the next 3-5 business days.

You'll also be able to see the refund request here: ***********************************************************************************.

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
***********************************
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,

Huma Riyaz
Initial Complaint
Date:04/03/2023
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.
Hi, I do business with Amazon. Audible, who is owned by Amazon, obtained by credit card information and charged my **** of America credit card twice, once in Dec. 2022 and once in January 2023. The amounts were about $16 each. I had to file a dispute with **** of American and get a new credit card. Now they've obtained my Discover credit card information and Audible is now charging my Discover account every month.My desired outcome is to get my money back ($32.36) and for Audible (Amazon) to stop stealing my information and committing fraud.Thank you,*******
Business Response
Date: 04/16/2023
Hello *******,

I am Srujan 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'm sorry for the inconvenience caused with the Audible subscription charges noticed on your account.

I've reviewed the details of the charges and see that the subscription is cancelled and the charges for 3 x $16.18 were refunded successfully on April 10, 2023.

You'll see this refund to your card(s) in the next 3-5 business days.

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: 04/16/2023

Complaint: 19891761

I am rejecting this response because:
I have only received a refund in the amount of $32 and the total refund amount should be $48.

Sincerely,

*****************************
Business Response
Date: 04/19/2023
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've reviewed the details of your complaint and can confirm that the refunds for 3 x $16.18 were refunded successfully on April 10, 2023 as confirmed earlier.

However, as the refunds were processed to the card(s) charged, I see that 2 x $16.18 refunds were processed to your Discover card and the $16.18 refund was processed to your MasterCard.

Hence, I request you to kindly check your account statement related to the MasterCard to see the refund details.

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

Regards,

****** K
Amazon.com
***********************************
Initial Complaint
Date:04/03/2023
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 an item that was mistakenly purchased. I returned it as directed, to a *** store location. Usually, in my experience, Amazon returns are processed rather quickly. From the beginning, this one has not, and has yet to be. After a couple of days and noticing that the status of the return had not changed in the "My Orders" section of my Amazon account, I decided to check the tracking. There was no tracking information in that section of "My Orders" on the Amazon website. After conducting some research online, I found that there is another area in which one can check the tracking information of a return, That area is located at the far bottom right of the main Amazon Home Page under the section labeled "Let Us Help You" and is a hyperlink with text reading "Returns and Replacements". I followed that link and discovered that my return package had been delayed leaving ******* ** by only one day and that it arrived in ******* at an Amazon returns facility. I contacted customer support via chat on the ********************** website and was reassured that returns take some time but that I would be getting a refund and was told to wait just a few days and that, "you will receive the refund within 7 business days". So I did. And when again, the status had not changed, I contacted again. This time I was told that the package was received on March 24th 2023 and again to, "wait 7 to 8 days". Then, the same representative changed that to, "please wait for another 3 to 5 days, you will receive your refund." So, again I did. And I contacted again. This time I was told, "the refund was already process March 31, 2023. You will receive it within 3-5 business days. Rest assured you will receive the refund." So again, I waited. And contacted again. Now, this time, I was told that the carrier RECEIVED the package on April 3, 2023. When I asked how that was possible and why I thought it was not, the response was, "I don't think so *****." Then I was called by Amazon and given the runaround more.
Business Response
Date: 04/05/2023
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.

I'm sorry for the inconvenience caused with your order:-112-2790828-0994628 as you are referring to the refund for the item you are returned.

I would like to inform you that the item is currently in transit to fulfillment center. The refund will be issued automatically once the return is processed.

I agree that you are requesting refund for the item but we don't have option to process the refund manually.

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
***********************************
Customer Answer
Date: 04/06/2023

Complaint: 19891707

I am rejecting this response because:
The main subject of my complaint is that not only did the return shipment tracking information on the Amazon website display that the package had already arrived at its destination on March 24th but a support associate also confirmed that by stating, "Upon checking here, the item was already delivered back to us on Mar 24, 2023." They then continued and said, "Upon checking here, the refund was already process March 31, 2023. You will receive it within 3-5 business days." This is all documented in the screenshots of the support chat transcripts that I provided along with this complaint. The particular screenshot bears the file name "Amazon Return 6" and is with an associate of the name KarizzaMae. I have again attached said screenshot to this message. There has yet to be an explanation of this situation, instead, the issue is being driven in a circle.

Sincerely,

*******************************
Business Response
Date: 04/12/2023
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.

I'm sorry for the inconvenience caused with your order:-112-2790828-0994628 as you are referring to the refund for the item you are returned.

I understand that there is a delay in getting refund, however as per the order details the refund of $329.99 is already processed on Tuesday, April 11, 2023.

You'll see the refund on your payment method statement in the next 3-5 business days.

you'll also be able to see the refund request here: ***********************************************************************************.

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:04/03/2023
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 March 3rd 2023 I dropped off The return for my order 112-1830759-1488225 at **** On March 6th I reached out to *** as my package had stopped moving I was notified by *** the package was lost. *** then informed me that Amazon needed to contact them to file a lost package claim. I contacted Amazon five times about this and all five times I was ignored and given a canned response and no one would do the only thing I asked which was reach out to *** and get this resolved and file a lost package claim as *** stated they needed to. Everyone within Amazon treated me like garbage spoke down to me and even once said they would no longer talk to me about this until after 30 days had passed. I waited 31 days just to be safe and reached out to Amazon today and again was given the same runaround. I want my refund of $427.99 immediately as I was told I would be given after the 30 days. *** has made it very clear that I cannot file a lost package claim as it is a label provided by Amazon and it was within ***'s network when it was lost therefore I no longer have any claim to the package only Amazon does as it's Amazon's package. I want my money refunded immediately that is all. I have provided receipt a copy of the tracking label which includes the tracking number and proof from *** that the package stopped moving and was lost I cannot find the screenshot of the conversation I had with *** that stated the package was lost and Amazon needed to contact them about a lost package claim which I've already provided to Amazon twice and both times they ignored me.
Business Response
Date: 04/05/2023
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.

I am sorry for the inconvenience caused to you with the order# ***-1830759-1488225 regarding the refund for the item you returned.

Upon checking the return tracking, we can confirm that the item was not delivered/received at fulfillment center.

The refund will be issued automatically once the item processed as returned at fulfillment center.

In this case the item was lost by **** you can contact *** and raise claim using the link:- ***************************************************?

They will investigate the issue with the information provided by you and help you with the available options. If in case item received at fulfillment center the refund will be issued automatically.

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
***********************************
Customer Answer
Date: 04/08/2023

Complaint: 19891471

I am rejecting this response because:
All Amazon has to do is contact *** to get them to file a claim to get this resolved however they are continually providing "canned responses" and avoiding providing my refund. Amazon was given a message stating they (Amazon) need to contact them as the responsibility lies within Amazon not I because once the return was in *** possession which the attached photo shows, I am no longer the owner of the return Amszon IS because this is an Amazon provided return label. Again as seen clearly by the response provided Amazon has NOT contacted *** about this and that is ENTIRELY on Amazon to do so.
Sincerely,

*********************************
Business Response
Date: 04/13/2023
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.

I am sorry for the inconvenience caused to you with the order# ***-1830759-1488225 regarding the refund for the item you returned.

Based on return tracking the item was not delivered/received at fulfillment center.

The refund will only be issued once the item processed as returned at fulfillment center.

As the item is lost or still with the *** you can contact them for help. If they deny to help you resolution, at that time, you can contact *** and raise claim using the link:- ***************************************************?

They will investigate the issue with the information provided by you and help you with the available options. If in case item received at fulfillment center the refund will be issued automatically.

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
***********************************
Customer Answer
Date: 04/13/2023

Amazon has a CONTRACT with *** which clearly states that ONLY AMAZON CAN FILE A CLAIM OF ANY KIND FOR ANY REASON WITH ***.

I HAVE ATTACHED A COPY OF THIS PROOF FROM ***. Amazon was also notified of this weeks ago when i contacted Amazon about this.

It upsets me that no one from Amazon has even bothered to contact *** about this, I know as I am in constant contact with *** and they, every day, have confirmed NO ONE from Amazon has contacted *** ABOUT THEIR LOST PACKAGE.

WHY IS AMAZON REPLYING TO THESE AND NOT BOTHERING TO CONTACT *** AND INFORM THEM "*** YOU'VE LOST ONE OF OUR RETURNS, WE NEED TO FILE A CLAIM."

THAT IS ALL THAT NEEDS TO BE DONE AND AMAZON IS CONTINUING TO STEAL MY MONEY INSTEAD. I AM OWED $427.99 AND AMAZON IS REPLYING WITH FALSE, NON FACTUAL INFORMATION PURPOSEFULLY.

Complaint: 19891471

I am rejecting this response because:

Sincerely,

*********************************
Business Response
Date: 04/17/2023
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.

I am sorry for the inconvenience caused to you with the order# ***-1830759-1488225 regarding the refund for the item you returned.

With the help of investigation team, the refund of $427.99 issued back to your original payment method on Sunday, April 16, 2023.

You'll see the refund on your original payment method statement in the next 3-5 business days.

You'll also be able to see the refund request here: ***********************************************************************************.

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:04/03/2023
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.
This company takes your money and then you don't your stuff . They say that you get refunded and it never happens. They call you names and tell you not be stupid. They refuse to let you speak to a higher up . They hang up on you and Ive been threatened by worker's as well . They sold me a shopping card for $50 and it wasn't activated. Two other items I never got . I've been fighting with them for months on this
Business Response
Date: 04/05/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************

Customer Answer
Date: 04/05/2023

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.
I have been waiting for over two months to get my refund sent in a check form and Amazon customer service deliberately keeps giving me the run around and not processing my refund! I spoke with a supervisor by the name of ****** back in February to receive my refund in s check for order numbers 111-2964812-0632235 for **** 111-0177167-9145815 for *****. Neither refund has been submitted and sent to me in a check after I was told it'll take three weeks, it's been three months and nothing. Amazon SEND MY REFUND IN A CHECK!
Business Response
Date: 05/14/2023
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'm sorry for the inconvenience caused with the refunds on the orders #***-2964812-0632235 and ***-0177167-9145815.

I've reviewed the details of the order and see that the orders were successfully refunded in the form of Gift Card balance as the refund processed to the card has been declined.

You can view your balance and usage history in Your Account here: ************************************************

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages: **************************************

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

****** K
Amazon.com
***********************************
Initial Complaint
Date:04/03/2023
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.
Amazon account is "on hold" Recent order was missing an item entirely (wine bottle opener) as well as an item (ipad case) which I need to exchange for correct size. Repeatedly for weeks I have contacted Amazon supprot, getting different answer from each agent about a ticket that must be resolved before I can do anything, I have not recieved a refund for the items as promised, and repeatedly told 24 hours just to not ever be contacted. I want a refund for both items they were a birthday gifts which is now ruined.
Business Response
Date: 04/05/2023
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.

I have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research.

You can look up your orders online through Your Account (www.amazon.com/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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:04/03/2023
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 have returned many items and it's been months and years and I have never received a refund. this is very frustrating. The items have been delivered to amazon and amazon does not give me a refund.
Business Response
Date: 04/05/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:04/03/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a set of Tramotina cookware online at Amazon.com on 3/31/23 at around 9:30pm. Order#***-4969198-7841862.Upon reading comments on the hot handles, I decided to cancel the order at 10:03pm. Amazon refused, saying the order was being prepped for shipping to be delivered on 4/6/23. I contacted their chat service on 4/1/23, reached *****, and spent over 30 min. with him, asking to cancel the order as I wasn't informed upfront by Amazon that I only had 30 min. to cancel an order, and after the deadline, the order would be shipped. He advised for me to refuse the delivery, or return the shipment to Wholefoods on Bay St. I told ***** we had 44 units in my condo, and the shipment could be left outside our door by the driver, or someone else could bring it in . I am a disabled 73 year old woman and cannot return the heavy cookware box. He then suggested I let him know once I received the shipped email from Amazon and he would cancel the order from his end.I received this email today and wasted another 30 min on their chat line first with someone named ********, then with *******, each time saying the order could not be canceled. I asked them to review the notes on my file to see *****'s committment to cancel the order. They did not and only stated it was too late to cancel the order and repeated ****. to refuse the delivery or return it. Amazon.com has never refused to cancel an order after 30 min. I am aggravated and frustrated with their deceptive business practice. I want them to stop the delivery and refund the $248.81 to my credit card.
Business Response
Date: 04/05/2023
Hello *****,

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

I've reviewed your BBB complaint and I understand your concern about the cancellation of your order of "Tramontina 8-Piece Cookware Set Stainless Steel".

We have requested the *** carrier to Stop and Return the package to our fulfillment center. Once we receive the package back, refund will be processed.

In an unlikely event, In case if *** brings the package, we request you to please refuse it on delivery.

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

Regards,

*****
Amazon.com
***********************************
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.
12.06.2022 Purchased Denon AVR-X4700H 8K Ulta HD 9.2 Channel (125 Watt X 9) AV Receiver on Amazon order 113-9207062-961848. Third party vendor was ListenUp. Price with tax $1,596.44.01.??.2023 My husband called Denon support and after working through troubleshooting steps, they told him there was an issue with the receiver and it should be returned/replaced.01.16.2023 Purchased Denon AVR-X4700H 8K Ulta HD 9.2 Channel (125 Watt X 9) AV Receiver on Amazon order 113-0806744-6192259. Third party vendor was ***********. Price with tax $1,596.44. 01.??.2023 Packed/shipped receiver from order 113-9207062-961848 and put into box from order 113-0806744-6192259. 02.02.2023 Received credit of $1,596.44 on credit card. 03.21.2023 Received email from **************************** stating that "seller received an incorrect item instead of the original item"... "your card has been charged again for $1596.44."03.23.2023 Called Amazon and was told I would be contacted within 72 hours by email for status of appeal. No email was ever sent.03.28.2023 Called Amazon and was told that I needed to respond to 03.21.2023 email from Amazon and I would receive a response within ***** hours. Replied to the email 03.28.2023 6:35 pm EST. Never received a response from Amazon.03.30.2023 Called Amazon and person told me I needed to respond to the 03.21.2023 email from Amazon. When I said that I had responded he hung up on me.Summary I returned the exact item that was sent to me from the 12.06.2022 purchase. Even if they believed that it wasnt the correct item, why would I be given the credit on 02.02.2023 and then 47 days later receive an email that I didnt return the correct item. Typically I have had very good experiences with Amazons customer service. This specific situation has been terrible customer service. This feels like a scam. They decide to take away my credit and then wont communicate with me.
Business Response
Date: 06/02/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding the order 113-9207062-9617848.Kindly note the original shipment and the replacement was shipped by two
different sellers.We kindly request you to retrieve the incorrect return and ship the original merchandise shipped in order to receive a
refund.Please reach out to the seller for more assistance in this matter.

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

*****
Customer Answer
Date: 06/03/2023

Complaint: 19890636

I am rejecting this response because:
I can't send Amazon something I already sent to Amazon.
***** from Amazon is requesting that I retrieve the incorrect return and ship the original merchandise to get a refund. I already shipped the original merchandise in January to Amazon for order ending in *******. Amazon acknowledged that return in an email on February 2, 2023 (image file attached). It wasn't until March 21, 2023 that Amazon notified me that they believe I didn't return the correct item. I can't "retrieve the incorrect return" because Amazon has it. I did return the original merchandise from ListenUp but by mistake I used the identical product box from *********** for the return. Why would I keep the defective ListenUp receiver and return the working *********** receiver? If the box is the issue, I will gladly ship the EMPTY ListenUp product box for my refund.
I contacted ListenUp by email on May 26, 2023 to get help from them on this issue and to find out what they think I returned. I did not get a response from them. I have added that email as an attachment.
I want my $1,596.44 credited back to my credit card because I returned the ListenUp Denon receiver. In January ********************************************************* December 2022 from order ending in *******.

Sincerely,

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

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