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

58,707 total complaints in the last 3 years.
22,010 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:04/01/2023
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.
We placed an order on 4/11/22 for a 2021 Apple MacBook Pro @$7,628.82 ( order #***-2833440-9745018) we noticed upon checking, it was delivered to the wrong address. My son immediately called Amazon, about eight days later we receive a full refund. About six months later Amazon went back into my ******* credit card and recharged that account for the same amount of $7,628.82 my son and I have been trying to communicating with Amazon for months to resolve this situation every time we have to wait ***** hrs and wouldnt get a A resolution finally in January 2023 they emailed us saying that They were sorry that we didnt receive the product. The seller no longer have it , Based on the age of the order, they will not be able to replace or refund the item. They close the investigation, Im almost a year later out A tremendous amount of money without the item And there is nothing I can do because when I called customer service, they are very dismissive and they hang the phone up. That is a lot of money for my family, Ive to pay back to a credit card company the monthly interest is very high on this balance. I have very good standing with my credit card companies when it comes to paying but I am unable to pay for something that I didnt receive and for money that was withdrawn from my account without my permission and my knowledge for an item that I was refunded.As a single mother of two boys in college Im stressed, depressed and overwhelmed by this and the lack of help from Amazon. Please help me resolve this situation
Business Response
Date: 04/16/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 16 April 2023.

Sincerely,
****
Customer Answer
Date: 04/18/2023

Complaint: 19884514

I am rejecting this response because:Ninety percent of my purchases were made on Amazon, if not more, at the time because of the pandemic. With issues with some of the items received(missing parts, not properly fitting, etc) there was more returns then what Amazon was comfortable with. Regardless to if Amazon had closed that account or not, Amazon had provided a refund for the item that was returned by the carrier in April 2022( I have attached a email of Amazon confirming this). Five months after providing the refund(for the item in question, $7,628.82) they went into my account and withdrew the money they refunded for the item that was returned by the carrier. What gives Amazon the right to go into my account without my permission and take out money from a single mother, supporting her household during any situation, much less a global pandemic, for a item that they themself confirmed to received.

Sincerely,

***********************
Initial Complaint
Date:04/01/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Amazon account has been a critical part of my life for years, serving as a gateway to online shopping and an essential tool for managing my daily routine. However, on 03/28/2023, my account was abruptly closed due to an alleged misuse of Amazon's services. I was stunned by this action and immediately sent an email to explain that I had not violated any of Amazon's terms of service, and that all of my activities on the platform had been lawful and appropriate.Unfortunately, despite my efforts, I did not receive any response to my email. This silence left me feeling frustrated and powerless, as I was unable to understand the reasons for the account closure or take any action to address the situation. As a result, I turned to Amazon's customer service team for help.At first, my interactions with customer service representatives were reassuring, as some claimed that my account had already been reinstated, while others suggested that I should be able to access my account again after 24 hours. However, as time went by and I continued to be locked out of my account, my patience and trust began to wane.I made countless attempts to reach out to Amazon's customer service team, only to receive contradictory and confusing responses that left me feeling hopeless and frustrated. I was told that my account had been suspended due to a violation of Amazon's policies, but when I asked for clarification, I was given no information beyond a generic statement that did not address my specific situation.As days turned into weeks, I found myself losing hope that I would ever be able to regain access to my Amazon account. It was a source of great inconvenience and frustration, as I relied heavily on the platform for everything from shopping to scheduling appointments. The lack of transparency and clear communication from Amazon's customer service team only added to my growing sense of frustration and helplessness.In conclusion, the sudden closure of my Amazon account has caused significant disruption and frustration in my daily life, as I rely heavily on the platform for a variety of essential tasks. Despite my best efforts to reach out to Amazon's customer service team, I have been unable to get a clear explanation or a resolution to the situation. I remain hopeful that Amazon will take a more proactive approach to resolving this issue and restoring my access to the platform.My Amazon account is ********************
Business Response
Date: 04/11/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-04-07 confirming account reinstatement.

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.
The BBB Amazon worker *********************M, has been targeting me for the last year.He has not resorted to stealing my money from my account on Amazon . com He has gone in and intercepted the money that was sent from *** to cover the items that they did not deliver to me and he has taken it for himself. Then reported to me that nothing has been sent by *** (When *** said that they have sent the money over). He continues with the redreic that the item was delivered, when *** sent over te moeny because they failed to deliver.I also have recorded visual proof of no deliveries being made, in with Harasankar.M is completely dismissing ignoring. After I purchased the servalence cameras to catch the lying delivery people in my area.I need assistance with this matter immediately, this has been going on for 1 year.
Business Response
Date: 04/04/2023
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 checked your recent communication with us and checked your concern regarding #***-8628921-0908232.

After thorough investigation one of our customer service representative has issued a refund of $16.45 on Saturday, April 1, 2023.

Refund was issued to the original payment method.

You can view details of the completed refund on your Amazon.com account:

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

I hope this information helps.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:04/01/2023
Type:Service or Repair 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.
My name is ********, and I am the owner of an Amazon account with the email address ******************************* On January 9, 2022, my account was unlawfully accessed by an unknown person with the email address *************** who logged in from ********* and sent themselves Amazon gift cards. Upon being notified via email of this unauthorized transaction, I immediately took action to change the password and activate two-factor authentication on my Amazon account. However, despite my efforts, Amazon subsequently locked my account.The primary issue that has arisen from this unfortunate incident is that my Amazon seller account, which is linked to my Amazon account and through which I conduct business, has also been locked. For the past year, I have been unable to access either account. Amazon has requested a summary of my credit card in order to unlock my account, but I am unable to provide this information as my card was cancelled after unauthorized withdrawals were made at the time of the account breach. As an alternative, I have offered proof of gift card purchases, as requested by Amazon, but my account remains inaccessible. This situation has caused me to cease all business operations on Amazon, and despite my best efforts, the issue remains unresolved.I would appreciate any assistance in unlocking my account, and I am prepared to provide any necessary documents to facilitate this process.
Business Response
Date: 04/10/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 4/10/2023 confirming account reinstatement.

Sincerely,

Amazon.com
Customer Answer
Date: 04/18/2023
Hello , my complaint case id: 19884337 , My problem was solved and my account was reactivated immediately. Thank you so much that you solved the problem that I couldn't solve for 1.5 years. Thank you so much. have a good and healthy days!!
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.
bought a giftcrd through the amazon site, once i redeemed it to make a purchased they locked my account for suspicion, which is not a big deal, until they close your account with 100+ worth of Gift card balance remaining with no explanation and warning. The call center just keeps rudely telling me refer to the *** and ill learn what term or condition i violated in order for my account to be terminated. This is 100000%unacceptable and now that all the calls are being outsourced its eve worse. Good luck, buy from **** or aliexpress for that matter...
Business Response
Date: 04/25/2023
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

Sincerely,

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.
On 3/21, I subscribed to Amazon Prime to make an expedited order I needed by the end of the week. Amazon sent me used items instead of the new items I requested. I created a replacement order which the website stated multiple times would arrive by Saturday, 3/25. I received an email confirmation stating the estimated date of 3/25. On 3/25, I received a new email from Amazon stating the delivery date was scheduled for Sunday 3/26. No delay email was sent prior and the email did not state there was any delay. Since this would not meet my deadline, I needed to cancel, but Amazon makes it nearly impossible to cancel orders.For the next week, I made several orders trying to rectify this situation and have either received more used goods sold as new or they were marked undeliverable in transit and returned. Of the 12 items I ordered, only 3 arrived on time and in new condition.Due to Amazon failing to honor the advertised terms of the Amazon Prime subscription, I requested the subscription be canceled and the cost refunded as I did not use any other feature of the subscription outside of expedited shipping. Amazon offered to terminate the subscription immediately but refused the refund.I have not used the subscription in any way since requesting refund and don't plan on using it for the duration. I would like Amazon to refund the subscription.
Business Response
Date: 04/02/2023
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 sincerely apologize for the inconvenience caused with the delivery service provided by our logistics. At Amazon, we pride ourselves in being the worlds most customer-centric company. Regrettably, our delivery partner didnt meet that standard.

We consider deliveries made by Amazon to be a vital portion of our business, and handle this type of feedback seriously. Ive provided the details you shared with our ******** Service Provider for immediate improvement.

I've reviewed the details of the subscription and checked for the option to cancel with the refund. However, as the items ordered were shipped with the expedited shipping, the option to refund the subscription isn't available for us on the account.

If you still want to claim the option of refund, I request you to reply to our email correspondence dated: March 29, 2023 with the subject line "A Message from Amazon.com Executive Customer Relations".
Thank you for your understanding. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

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

Complaint: 19884058

I am rejecting this response because: I responded to the email dated March 29 as instructed. After 24 hours, I did not receive a response despite their automated email stating I would hear back within 6 hours.

Sincerely,

*********************
Business Response
Date: 04/07/2023
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 have replied to the email dated March 29, 2023 but haven't received a response yet. I'm sorry for the inconvenience caused with this.

In this case, as the option to cancel the Prime with a refund isn't available. As an alternative to help you with this, we can apply a $15 gift card balance to your account.

Kindly reply to this email if you would like to get the $15 gift card balance applied to your account. This gift card can be used on your future purchases and don't have any expiry date.

We look forward for your response!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 04/10/2023

Complaint: 19884058

I am rejecting this response because: Amazon is refusing refund of Prime for reasons other than what this complaint is about. I'm not requesting a refund because I couldn't use the Prime subscription. I'm requesting a refund because Amazon repeatedly failed to provide the benefits of the subscription that I paid for. Amazon keeps rejecting my refund request choosing to focus on my actions and ignoring their failures. I don't know how I would be able to evaluate the service is bad without using it first, so their response makes no sense to me.
That said, I'm not interested in a gift card credit because that is just a way to force me to give them more money since I'd have to place an order for more than the amount of the gift card, while simultaneously allowing Amazon to incur less financial responsibility since their actual cost of whatever I buy is much lower than the value of the gift card. Basically, a win-win for Amazon.
Ultimately, my initial complaint isn't resolved so I'd still be stuck with this Prime subscription that Amazon can't/won't honor. What good is a credit if I keep receiving used items sold as new and after the estimated 2 day delivery?
I do not accept response that does not address my initial complaint.

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.
I have purchased season 2 of the tv show ghost 1. I am unable to play season 2 episode 18 it is telling me to subscribe this episode was realsed 29march 2023 and today is 3 days later 01 april 2023 2. this is my 2nd bbb concerning this issue; a. I emailed ******** from the first bbb complaint about this issue and he told me to email him back if i had any more problems after fixing the 1st time.. As of today I have not heard from *****************3. today 01 april *********************************** at which time I was placed on hold for over 4 minutes and then hung up on me and NOBODY CALLED ME BACK 4. While on hold today I made a video of customer service HANGING UP ON ME I want what I pd for I want season 2 episode 18 because I BOUGHT IT BUT I AM BEING DENIED MY PURCHASE AND BEING TOLD I MUST SUBSCRIBE TO WATCH
Business Response
Date: 04/23/2023
Hello,

I am *********************** 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 episode 18 and future episodes of Ghost season 2.

I've reported this issue to our technical team, and they're working on taking care of it.

Situations such as these are rare, and our goal is to help resolve any problems you encounter as quickly as possible.

We apologize for the inconvenience, and appreciate your patience.

Regards,

Mahesh. *****
Amazon.com
www.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 a few items to Amazon that didn't work out. I received an email from Amazon stating that my return couldn't be processed. I contacted Amazon and informed them that although I had a new card the return can still be processed to the same bank account. I was told that the billing team would have to process the refund to another card and I would receive an email in 1-2 business days. My return was processed 03/27/2023. It is now 04/01/2023 and I haven't heard from the billing team. Amazon has even cancelled one of the returns and I no longer have the item as I returned it. There nothing in the return policy that states the customer can't apply the refund to a different card., and is so there would be a delay In processing refunds. I requested the return policy about apply refunds to a different card and there was nothing there. I have a total of five refunds totaling over $200 that's just sitting. I would like my money back manually applied to the other payment method I have on file since Amazon is having a hard time returning it to the original bank. I was told by Amazon to reply to an email in regards to how I want my refund, I replied and was sent an automated message saying I couldn't respond the the email because it doesn't accept incoming messages
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 you have shared with us regarding the failed refunds on the orders and have researched the issue in detail. I was able to locate the orders and see the refund was refused by the card issuer.

Usually, in case a card has been replaced, the refund goes to the replacement card but I am unable to determine the cause for the refusal. The decline reason code showed that the account was closed, and the refund was "Hard Declined". I would refer you to the bank for assistance.

Owing to banking requirements and restrictions, we would not be able to issue a refund to an entirely different card than the one used to originally pay for an order.

The response you received was correct, as the team indicated. You have a choice of requesting a check to be mailed to you or a gift card balance to be issued to your account.

You could reply to the email that was shared with you on Thursday, March 30, 2023 at 4:59 AM (PDT) from ****************************************** titled "Refund on order 112-5928590-6545847" sharing the 4 full order numbers with your refund preference. You could then use the check towards the account of your choice.

For the record, gift card balances do not expire and can be used as a payment method for mostly all purchases from your Amazon account, with a few restrictions. To learn more about using your gift card, visit our Help pages:
************************************************;

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/06/2023

Complaint: 19883991

I am rejecting this response because:

its now 04/05/2023 and I haven't received my refund. I was told if I provide the new card number attached to the bank account my refund would be processed to my card. I called in after waiting several days for my refund to my new card and was told I couldn't have the refund issued to my new card on the same account. I was told I would receive an email from billing. Nothing from billing. I was told I would receive a paper check, no paper check has been issued. I don't want an Amazon gift card and plan on deleting my Amazon account after this. I just want my money back. Items I returned are now showing up as not returned. I want my money back. Billing keeps trying to return the money to the card ending in ****. Why if I've already updated my account with the new card?

Sincerely,

*********************************
Initial Complaint
Date:04/01/2023
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 placed an order online on 3-19-23 order# ***-0983308-1555449 totaling $41.80 for a total of 20 10.0oz bundle pack of Lush Downy Unstoppables (I will include the screenshots). Unfortunately I only received 1, so when I called Amazon and they said they only see 5 total. I told them thats incorrect it should be a total of 20 and I told them I took a screenshot. This is false advertising and very misleading. I asked for a refund yesterday and the Amazon representative stated since my other 4 had not shipped she would do the cancellation for a refund. Unfortunately the cancellation didnt happen instead I got an email from Amazon stating they cant cancel it because it was shipping soon, which means it had not shipped yet so it shouldve been cancelled so I can get my full refund of $41.80. I called Amazon back today 4-1-23 and a representative name **** answered and she kept me on hold for a very long time and she wasnt helpful at all so I asked to speak to a supervisor and she would let me speak to a supervisor to get this resolved so I told her Ill have to write to you all the BBB and she could careless, this isnt how Amazon should be treating they loyal customers, because I shop a lot with them with additional orders on the way now. **** need some additional customer service training because no customer should be left on hold for a long time and no customer should have to write the ******************** for assistance when Amazon customer service should be able to help and resolve the issues. Also Amazon need to get with this seller and tell them to honor what they post for sale and stop deceiving people thats not good business. Now I am being inconvenienced by calling Amazon a number of times about this and to have nothing done. Plus its an inconvenience to have to write the BBB and wait the process it takes to get this resolved. From this point Ill think twice before placing any future orders especially since they customer service representatives arent helpful.
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 forwarded the feedback to the concerned team for future improvements. However, I would like to confirm that a full refund has already been issued for the order. You should be able to see the refund by now.

Once processed, 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 look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 04/13/2023

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:04/01/2023
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.
Order# ***-9404700-2072210 Schwinn SCHWINN Fitness 411 Compact Elliptical Machine $549 and ***-4532764-8171449 delivery/assembly $59.99. I ordered a NEW elliptical machine. I took a full day off work, spent 3 hours waiting (due to mandatory waiting window) and Amazon driver showed up with a USED/REPACKAGED elliptical machine. I refused the delivery and he stated I'd be refunded. I contacted Amazon via online chat, and explained that I took an entire day off work and I was sent the wrong item, I should be offered some kind of discount now that I have to wait SEVEN DAYS for a refund to process, plus time spent waiting, only to be advised I must order the item again and go through this entire thing again, taking yet another day off work. The person on the chat told me he couldn't do anything, I said that wasn't helpful and his response was to END THE ***** Absolutely unprofessional. Someone was supposed to email me within 24 hours, no one has reached out to me at all. As of today, my order shows as open on Amazon and the refund clock has not even begun! Due to the atrocious customer service, I would appreciate someone contacting me to FIX THIS issue. At the VERY LEAST, I should be able to order the CORRECT (NEW) item and have the delivery/set up included FREE!!
Business Response
Date: 04/02/2023
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 that your package didn't arrive. It looks like your package was marked as undeliverable and will be returned to an Amazon *************** It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details. I'll definitely forward the details to our logistics team as a strong feedback.

In most situations, undelivered packages are processed by Amazon in 14 days, but they can take up to 30 days to be processed. Once the item has been successfully processed at our *************** you'll receive an email confirming the return and refund. In most cases, once a refund has been submitted, your bank will post it to your account within 3-5 business days.

Further, we won't be able to offer shipping/assembly free of cost on the re-order placed for the item.

If you haven't been issued a refund after 30 days, we recommend that you reach out to the carrier.

Thank you for your understanding. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/02/2023

Complaint: 19883832

I am rejecting this response because:
This did not address the actual issue at all. I specified that I ordered a *NEW* item, but Amazon delivered a *USED* item so I refused the delivery. There was no return to be made, as the delivery was never completed and therefore, the $549 should NEVER have been charged to my credit card. Further, it's absolutely unacceptable to wait up to 30 days for this to be rectified. I took an entire day off work due to your requirement of a 3 hour waiting window, for absolutely no reason. The fact you refuse to offer ANY compensation for my issue is appalling, quite frankly. Especially after I not only received the wrong item after waiting a week for it to arrive, but your customer service/chat agent ended the chat immediately after I said I was not satisfied with the suggestion they made that "someone would contact me within 24 hours" and NO ONE HAS REACHED OUT AT ALL. This issue is bigger than simply being out $500++ on my credit card for a month! I've been an Amazon customer for over 15 years and quite frankly, I'm debating whether or not I'll continue to be if this is how you treat customers.

Sincerely,

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

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