Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  1155 Worldwide Blvd Hebron, KY 41048-8648

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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:04/01/2023

  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 return of order #***-1296317-2439452 - $70.69 Please see supporting documents which describe the entire complaint in detail. After numerous phone calls and email correspondence with Amazon, I sent the attached documents to Amazon's Headquarters via **** Signature Required / Certified Mail on March 17, 2023. Amazon Headquarters received them on March 20, 2023. As of today, I have not received a response from Amazon regarding this dispute. Please help me.Thank you very much.

  Business Response

  Date: 04/03/2023

  Hello Lupe,
  
  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 re-charge for the item from your Order ID: *******************.
  
  I apologies for the inconvenience that you have experienced in this case.
  
  A careful review of your account reflects that the correct information has already been provided. I'm unable to offer additional insight on this matter.
  
  We have received an update from our return center stating that stained and used item jacket was received instead of the correct item, New Balance Men's Tenacity Performance, in your return of order #***-1296317-2439452.
  
  Since the incorrect item was returned after the refund was issued, a charge is done for the refunded amount.
  
  Since the return window on this order has now passed, we're no longer able to accept the return of the correct item.
  
  Thank you for your understanding.
  
  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: 04/04/2023

   
  Complaint: 19885066
  
  I am rejecting this response because:

  They are repetitive. They are saying that I returned the wrong jacket. I DID NOT RETURN THE WRONG JACKET. I RETURNED WHAT THEY SENT ME IN THE EXACT CONDITON AND PACKAGE THEY SENT IT IN. THERE ARE TWO OTHER WITNESSES in my house that saw the incorrect jacket as soon as the package was opened.

  I asked Amazon that if they were charging me again, then to return the item I sent them. They said that they "can't" because they "discarded" the jacket. Unless they can prove to me that I sent them back the wrong item, I would like to be reimbursed the charge of $70.69. 

  Thank you.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/01/2023

  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 Email; ********************** ************* This is going to be a little long winded, but I wanted to ensure that there are no miscommunications about why exactly I am sending this very email today !!!Per Himanshu's (included screenshot, w notes supposedly made to my account) own words who works in accordance with rules you have set forth and him being a CSR acting in accordance w said rules for his position w Amazon. There should be no issue with my refund total of ~$415.94 (not necessarily exact, but close enough) excluding taxes paid. If he didn't do the math, that's his issue not mine, if he loses his job over this bec he didn't do the math. It's of no concern of mine.What is a concern of mine, is making sure that a promise made is a promise kept. Without me needing to involve the BBB which then in turn leads to... whoever it is, Amazon's Regulatory Compliance Officer should this promise not be honored / kept. Along w a copy of this email and subsequent replies from whoever receives and denies the "claim" if that's what ************ boiling down to.So, let's get down to business... all amounts are base price / untaxed.But before we get down to business, let me point out the very one thing that you don't do by mistake...Notice his very plural use of items get, and not the singular item gets. He understood very clearly everything I said, and still said what he said/promised !!!Wed Mar. 8 2023 Delivery Missed: Line items 1 & 2 (1 never originally got delivered as stated, wasn't even in the box...)Fri Mar. 10 2023 Delivery Missed: Line item 3 1) $8.99 - ADTDA Aquarium Air Stone Fish Tank Nano Bubble Stone Kit 2) $219.99 - Tetra Complete LED Aquarium 29 Gallons, Includes LED Lighting, Filtration, Heater and Accessories 3) $186.99 - SunSun HW-**** UV 9W 5-Stage External Canister Filter w/Media, 793gph, ****************-**** PRO Each reply before BBB they only talked about sand.

  Business Response

  Date: 04/03/2023

  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 delay in delivery of your items SunSun HW-**** UV 9W 5-Stage External Canister Filter w/Media, 793gph, ****************-**** PRO, ADTDA Aquarium Air Stone Fish Tank Nano Bubble Stone Kit, Bubbler for Aquarium Fish Tank with Aviation Pipe, Suction Cups, Check Valve and Tetra Complete LED Aquarium 29 Gallons, Includes LED Lighting, Filtration, Heater and Accessories. 
  
  I apologies for the inconvenience that you have experienced in this case.
  
  Upon checking I see that ADTDA Aquarium Air Stone Fish Tank Nano Bubble Stone Kit was delivered as per the promised delivery date.
  
  I've forwarded the feedback regarding the delayed deliveries to the appropriate team for further review on it. That team will investigate and take action on this issue.
  
  I've issued a $20.00 promotional certificate to your Amazon.com account for any inconvenience, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. You will not see the credit on your account but you will see the credit applied to your account on eligible order sold and shipped by Amazon at the checkout page under the head "promotions applied". The items "sold and shipped by Amazon" can be found on the website and it will written under the item price.
  
  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: 04/04/2023

   
  Complaint: 19885062
  
  I am rejecting this response because: A clear promise vua the screenshots wad made for delayed items. The Amazon rep who wrote the original reply clearly never even view the images. Or he would have known that the bubble was never originally delivered, to the point I had to request a new one. I came here bec of the ignorance to the matter at hand by the Amazon reps, and were still seeing that here now w the gloss over that the bubble never was delivered.

   

  i have provided verified proof of promises made by representative ******** who made said promised acting in accordance w rules set for him to handle employee / customer relations.

   

  so with him making full refund promises acting ij acc9rdance w his roll as an Amazon employee. It is my standing that this matter is only resolved when those promises of full refunds have been made.

   

  NOT a sorry for the inconvenience, heres $20 platitude credit.

   

  if this case fails to ineptitude of the Amazon reps handling it. My next case won't be so, how do I say... out of the courts via a class action suit.

   

  as stated, ive provided proof of promises made. Theres absolutely no reason to uphold those same promises made by another rep.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/01/2023

  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 had a few different orders that I returned. When I dropped them off at *** and they were scanned in I received my refund. These returns were refunded, but not completed. Months later I have been recharged for these items with them stating they never received them, when clearly they were scanned in at *** which prompted my refund and shows the item in transit. We buy a lot through Amazon and also have returns. Most returns have been completed, but a handful have not and I have been recharged. I reached out to customer service a couple times over the past couple days in regards to this. This last time, the gal I spoke with was abundantly rude and pretty much said I am responsible for the item being returned until they receive it and Amazon scans it in. I voiced I do not feel it is right that I am held responsible for the item once it is dropped off and scanned in at ***. There should be tracking for the packages on Amazons end to make sure it gets back to them. We went around and around about this issue with getting nowhere. I have wasted a lot of time trying to resolve this issue without any results. I am extremely disappointed in Amazon and for the way I was treated.

  Business Response

  Date: 04/04/2023

  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 re-charge for your item Mrotrida Women's Fringe Hip Scarf Belts Belly Dance, CASDAN 6Pcs Spinner Rings Fidget Band Cool Stainless Steel Set and ANRABESS Women's Ruched Mini Dress  
  

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

  Upon checking I see that refund of $5.36  and $36.99  has been issued for CASDAN 6Pcs Spinner Rings Fidget Band Cool Stainless Steel Set and ANRABESS Women's Ruched Mini Dress on Monday, April 3, 2023
  to your original payment method. 
  
  I've issued refund of $15.99 for Mrotrida Women's Fringe Hip Scarf Belts Belly to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.
  
  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

• Initial Complaint

  Date:04/01/2023

  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 initially ordered a table from ******** That table was reported lost, so I ordered a different one from LOVEPEACECN on Amazon. After a couple days the ******* table showed up. And I tried to cancel the Amazon table and they wouldn't let me. The continued to ship it. And when I tried to return it they wouldn't pay for return shipping. So now I have this giant box sitting in my teeny tiny kitchen walkway and I lost $180. As a single mom of 3 kids this loss is huge. I don't have $400 to pay for return shipping. I have tried to sell it and no one else wants it either. I'm extremely upset about this and I don't know what to do to get my money back.

  Business Response

  Date: 04/04/2023

  Hello,
   
  A full refund for the claim amount was issued to the payment method used to place order 113-3412650-6615402.
  
  Sincerely,

• Initial Complaint

  Date:04/01/2023

  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.

  After a very long and infuriating conversation with an employee in the "warranty department", it's now been discovered that Amazon did not uphold their warranty on an "Echo Show 5" I purchased and died within a few months. Instead of fixing my device or replacing, they opted to refund me for the purchase and even went as far to take out numerous fees. Not only do I not have my device back, I am out more money to pay for fees that I did not agree to.

  Business Response

  Date: 05/25/2023

  Hello ****,
  
  I am Raman from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I see the concern you have shared with reference the purchase of your "Echo Show 5" and have looked into the return / refund on the device. We regret any aggravation or misunderstanding on this issue. 
  
  In this case, I see a full refund was issued on Saturday, March 25, 2023. I also do not see any additional charges or fees on this device or account as a result of your purchase, and am perplexed with the information you have shared. 
  
  I would request you to share more details on the charges you are referring to to see if they are related to the issue in question. 
  
  I assure you that we would be glad to review and assist. Please feel free to contact us directly by replying to bbb @amazon.com if we can be of further assistance in this matter.
  
  Regards,
  Raman R.
  Amazon.com ****************

• Initial Complaint

  Date:04/01/2023

  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.

  Hello; My name is ***************************** and I am filling this complaint about Amazon. On March 4th, I have purchased a gift card wich I redeemed. Fast forward; my account got compromised somehow and a fraudulent order was placed which was sent to an address that is not associated with me. Despite my effort of letting you guys know about it, you guys did nothing. On the day of delivery when I received a notification about such delivery and asking you guys to please stop it; you guys proceeded with telling me a pin number was generated and that was the way of securing the delivery and that the driver will take it back then. Somehow, package ended up being delivered on March 7th and I contacted you guys immediately again to ask you guys; to let the driver know about the situation and to go back to get such package. On that night; an Amazon **************** Rep has told me that was not possible and that you guys would refund me but he suddenly left the chat with mo explanations. I have made the effort of going to the address and is the most unsafe place in ********* and even the police has advised me there is nothing they could do and they do not think going and knocking on a strangers door is the best way of dealing with this situation. Today, April 1, 2023 marks 10 calls and nothing has been resolved and everytime I call Amazon no one has an answer other than my order was marked as fraudulent; but the gift card department was missing some information and they never processed the refund. I have received several emails about your Security Team about how you guys secured my account; that the funda stolen will be on my account in 2 to 3 business days and I have been patiently waiting and nothing. No manager is able to give me details about this situation after I have been a long time Customer and this never happened and you guys still dont back Customers up. I am asking for the $423.90 that was stolen for the order to be refunded as a Store Credit so I can make my Order.

  Business Response

  Date: 04/08/2023

  Hello,
  We have granted the customers request for a refund.
  We sent an email to the customer through their registered email address on 04/07/2023. This email confirms that the refund has been issued for [REFUND AMOUNT] to the original payment method.
  Sincerely,
  ***
  Amazon.com

• Initial Complaint

  Date:04/01/2023

  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 two items to Amazon, the carrier is Kohls. Kohls approved I returned 2 items. But Amazon said they only received one, so they dont issue my refund. I am not sure how I can get my money back. Can you please help? Thanks

  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 checked and see that only one item was received and processed. If you have returned the second one, please reach out to *** so that they can investigate and help you.
  
  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: 04/24/2023

  My complain not resolved because Amazon asked me to go to Kohls. Kohls is item carrier, but it is also the business partner of Amazon. I went to Kohls again, I was told they send 2 items to Amazon on February 6 2023 at  7:41am. If they send 2 items out, they dont have any responsibility. Amazon said they only received one, it is impossible. 2 items with one return code and one tracking number.  Amazon can either receive two or receive nothing, cannot just receive one. I called Amazon customer service again, the representative said I can get refund in such situation, but she cannot give me refund because some high lever supervisor put notes in my account, tell all representatives not give refund to me. I dont know why the supervisor did something like that. Amazon lost my item, and they dont want take their responsibility, it is really bring bad reputation to the company.  

• Initial Complaint

  Date:04/01/2023

  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.

  After withholding payment since 1/21/2023 without any reason or notification Amazon deactivated my account because they determined I have sold stolen goods through my Amazon selling account.I am being accused of a felony by the same company that has been holding over $350,000 of my money for 3 months without any explanation.I have written to several Amazon executives about the funds and the allegations that I am trafficking stolen goods but nobody has replied. Amazon has made a very serious accusation and has not told me what ASIN was stolen or provided any information about how they made this determination.Even more concerning is that I am not the only one going through this. Other sellers had funds held and then were suddenly labeled as criminals by Amazon.Amazon has made libelous claims, deactivated my account, and refuses to release my funds. That is not how an ethical business operates.

  Business Response

  Date: 04/03/2023

  Hello,
  
  Due to this seller account status, we are reserving their funds until we are sure that all items have shipped and no A-to-z Guarantee claims are received against their account. The seller will be evaluated 90 days after the initial date of block or closure request, which was 03/14/2023. Their funds will be disbursed to the bank account on file after the 90-day review, minus any outstanding chargebacks or A-to-z Guarantee claims.
   
  The seller account will be reviewed for funds release on 06/12/2023.

  Thank you,
  Payments Specialist
  Amazon.com

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19884683
  
  I am rejecting this response because:
  

  The agent that reviewed the matter did not understand that my funds have been held since 1/21/2023,
  not 3/14/2023 and this complaint is about Amazons allegations that I am a criminal who traffics in
  stolen goods. Amazon determined I was committing a felony by selling stolen goods and deactivated
  my account while continuing to hold over $340,000.

  
  If Amazon took the actions against my account, then surely they should be able to address two very
  simple requests:

  
  1. Provide the **** that was stolen, and additional information about the stolen goods including
  what they are basing this accusation on.
  2. Tell me why my funds have been held since 1/21/2023. This was over 50 days before the
  account was blocked.

  
  If they are going to call me a criminal you would think they would provide some type of proof or
  evidence that I would be given a chance to refute but they do not have any proof. If they did have
  something it would easily be disproven because I do not sell stolen goods.

  
  Yes, it is Amazons sandbox, and they make the rules but they have gone beyond policies and Amazon
  has found us guilty of a felony that can lead to prison time. If Amazon wants to make such strong
  accusations then they should treat it the same way as the law by telling us what proof they have and
  what it is we have stolen.

  
  I know Amazon will typically say something like they do not explain their investigative methods but I am
  not asking for that. I am asking for the item they think was stolen and the proof or evidence they feel
  justifies such a serious accusation. Criminals facing prison time are allowed to see the alleged evidence
  of their crime before they are found guilty. In this situation, Amazon has skipped all of that and found us
  guilty, took away our account, and kept our money all without ever telling us what we stole or showing
  us any proof of our crime.

  
  It is also important to note that this same exact situation is happening with other sellers. Their funds
  were being held for months without any reason and then they are suddenly accused of selling stolen
  goods without any proof, or even an **** provided. They too have written to Amazon numerous times
  without any responses.

   

  Sincerely,

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

• Initial Complaint

  Date:04/01/2023

  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.

  Refund on heater. It was retuned on 3/18. The item was delivered damaged by the USPS.The item was over $300 dollars. I was told after it arrives it takes 30 days for a refund.So far the item shows it has not been delivered to the return center. After contacting Amazon numerous times they are unwilling or unable to give me a date the refund will be processed. I want a refund.

  Business Response

  Date: 04/03/2023

  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 the tracking shows the item never reached our returns center and is lost in  transit. I would request you to please check with *** about the whereabouts of the order.
  
  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: 04/03/2023

   
  Complaint: 19884676
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/01/2023

  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 26, 2023 I purchased on Amazon from our Baby Registry Owlet Dream Duo Smart Baby Monitor for the amount of $263.99. We received a package from Amazon on March 28, 2023 that was not compromised or damaged. When we opened the package we see another package completely distroyed and damaged inside where the Owlet Baby Monitor was in. We immedietly called Amazon for a refund. Amazon initiated the refund and mentioned as soon *** pick our package we will get a refund of our item. The package was picked up on March 30th. Today is April 1st and we noticed we did not received the fund from this item. I called Amazon and have received nothing but conflicting information. First one agent is telling me the refund should process in 3-5 business days. Then another one sayng it will take 2 weeks. I called a supervisor names ****** and received nothing but arrogance, dismissive and unethical treatment. ****** mentioned again I received incorrect information and that I will not receive my funds until Amazon receive their item in one of his centers which could take up to a week (completely different from the original statement received from the first agent). We clearly received on purpose a defective item (since the delivery package was not damamged but the inside package was destroyed). I keep receiving defective items from my registry to this address and Prince metnioned because this is an expensive one they will not refund me as promissed by the original agent and have to wait. We are also Amazon Prime users and we are supposed to get expedited items, which is not happening. I also noticed this specific order says "Return or replace items eligible through April 27,2023) but the registry says we get "Free 1-year returns" which does not match. We as new parents are getting missinformation right and left and Amazon is getting away with it. A complete scam. ****** also mentioned he is not afraid of BBB and I can do whatever I want, which is not good treatment to customers.

  Business Response

  Date: 04/02/2023

  Hello ******,
  
  I am Raman from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I see the concern that you have shared with reference the Order ID: ******************* and have reviewed the matter in detail. 
  
  We regret any misunderstanding in this matter but it can take upto 30 days from when the carrier receives the return for it to be processed and refunded. We are not able to refund at this time but usually it is much sooner. 
  
  The return label on this item was issued on Wednesday, March 29, 2023 and we had sent you the return authorization the same day. The email states that "We'll issue refund to your Amazon account within 30 days after we receive the item.". 
  
  We need the item to be received and physically verified before a refund can be issued. 
  
  We appreciate your patience in this regard. In case the refund is not issued by the indicated date, please reach us so that we can look into the matter for you. 
  
  I hope this helps. 
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19884524
  
  I am rejecting this response because:

   

  BBB- Amazons response is just another example of the different constant change of information Amazon provides to customers. When the item was first submitted over the phone it was clearly established about when would I get the refund. Again, after contacting several times the information keeps changing. Now Amazon is saying it takes up to 30 days. As you can see, Amazon is also not responding to the Amazon Baby registry benefits vs my claim of the item saying we get until April to refund or return. More and more examples keeps coming up of Amazon changing their versions and not being clear with clients. If an agent promised or established one thing over the phone when the process was initiated it is the responsibility of the business to comply with this. Especially for customer satisfaction. ********************** clearly does not want to cooperate and they are responsible for their employees making false promises.
  
  Sincerely,

  
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