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

58,839 total complaints in the last 3 years.
21,959 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:03/31/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a heated coat in Dec 2022. An amazon employee set the package on my front porch, took a picture, and then took the package. I contacted amazon customer support and they gave me a refund. The package did show up a day later and amazon said It was okay to keep package and refund. I provided them video of the incident. In March of 2023 i get a charge on my credit card. I have tried multiple times to get a refund and they said they cant because its been past 30 days and no one will help me. I tried to return coat and they said they cant because its been passed 30 days. Im so frustrated that no one will help
Business Response
Date: 04/02/2023
Hello *****,

I'm Pratap 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 so sorry to here of the issue you have shared with us regarding the item PTAHDUS Men's Heated Jacket Soft Shell with Hand Warmer, with 7.4V Battery Pack (Large, Black).

Upon checking, I see that the return window was expired. Unfortunately we will not able to create a return for this.

Thank you for your patience and understanding.

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

Regards,
Pratap
Initial Complaint
Date:03/31/2023
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.
It all started the morning of January 18th around 8:30 a.m. I got an email from the Amazon Associates Team stating that my Associates account has been terminated. The reasoning behind this termination will be disclosed later in this. I was part of the Amazon Associates program and the Amazon Influencer program for about 2 and a half years. I have never gone against their policies or done anything to hurt the company. In fact i was one of the top A-listers on the platform, bringing in over ****** views per stream. The reasoning behind the termination was due to the fact i was running giveaways, which was never stated in their policy that they did not allow giveaways. I did giveaways pretty much every single day for the whole time I was on the platform. And never have I received an email from Amazon stating I should stop these actions, nor have I ever received an email from Amazon about my account or something I am doing wrong. They just flat out terminated me for reasons that should have been given a warning first. Within the time I have been with the Amazon *************** I have found a place where i belong. I have found people that like my content and enjoy my talks about the products that I promote. Let's take a look at some situations where it was clearly intended for giveaways to be the big thing on the platform. Firstly, Amazon Live hosted a live stream for questions that the creators had and that they could address them. During this live stream, they clearly stated that giveaways were encouraged and that they would love to see more of this.This live stream was published in October 2021; ************************************************************************************************************* When there are about 14 minutes and 30 seconds left of the live stream she talks about how giveaways are a perfect way to get followers and grow your fan base. This problem of not addressing the issue to the creators is very unprofessional. Also in the live stream they told ** that all we would have to do is ask the viewer to send their information to our business email to receive the prize, which is what i did. The reasons behind my termination clearly states that i was collecting user info like email address and phone numbers. This all was allowed as you can see in the live brodcast above. I was also told by Amazon in multiple emails that i could reapply to the program but then not even a day later terminated my account. I have been discriminated against and have been working hard to get where i am today. I Would like my account reinstated due to the unfair terminated of my account. Thank you.
Business Response
Date: 05/07/2023
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 pertaining to the termination of your Amazon Associates account.

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

I've escalated this issue to the appropriate team and received an update from them stating based on the content of our correspondence so far, we see that you may be experiencing overwhelming and distressing feelings. We strongly encourage you to seek professional medical help to healthily manage self-harming thoughts. If you feel you are in imminent danger of taking your own life, please dial 988 or go to your nearest emergency department.

We understand that the decision to close your account might not seem fair and want to be clear on why Amazon took this action. An account specialist reviewed your account and found irregularities including that the follower count gained is a result of a violating business model. However, you are allowed to reapply with a Site and business model that fully complies with the Associates Operating Agreement and that contains original content that helps consumers make a product decision.

Without acknowledgement of any legal obligation and without prejudice to any rights Amazon may have, you will be paid on the regular schedule for any outstanding commissions that have accrued prior to this notice. We are agreeing to this payment in an effort to resolve this dispute only and we will not be reinstating any accounts.

The following terms and conditions apply to your participation in the Amazon Associates Program:
*********************************************************************

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Initial Complaint
Date:03/31/2023
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 bought processor from Amazon. The date on order page for returns was before Feb. 1, 2023. I had problem installing processor as it did not work on the hardware I have. I contacted Amazon Technical support, told about problem and asked if returning at that time the only option I have. They told me that return period for processors is not 30 days, but 90 days, and that I don't need to worry as I still have time to solve my technical issues.I was not able to make processor working and within 90 days contacted again Technical Support to return processor. They said it is ok, and forwarded me to ***************** but people at **************** are refusing to honor ****** return window which exists according to Technical Support. I want Amazon to honor words of their own people on information they gave to me, and to accept return and issue refund.
Business Response
Date: 04/02/2023
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: 04/02/2023

Complaint: 19881530

I am rejecting this response because:
Order number is present on screenshot and clearly visible.

Sincerely,

*****************************
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.

Because more than 30 days have passed since you received this item, we can no longer accept a return.

Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

Eligible baby items purchased from or fulfilled by Amazon can be returned up to 90 days after delivery.

I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty.

Most manufacturers list contact information on the product packaging.

If you can't find the information there, you might want to try doing a web search to find their phone number or website.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 04/09/2023
Complaint: 19881530

I am rejecting this response because:
Amazon confirmed that it does not wish to honor words of their employees from Technical Support, that processors can be returned within ******************** the complaint. Amazon did not make any attempt to resolve the complaint.

In its message Amazon did not address in any way that it was their employees from Technical Support that either because of lack of knowledge or on purpose communicated me information about their return policy, which **************** considers to be incorrect, and advised me
against returning processor within 30 days, as according to them I had 90 days. Amazon does not want to be responsible for actions of their employees.

Sincerely,

*****************************
Initial Complaint
Date:03/31/2023
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.
1. I purchased (2) **** A7iv DSLR cameras on March 13, 2023 at $599 (CAD) each 2. Expected delivery timeframe was scheduled between April 03-26/27, 2023 3. March 15 - cameras were supposedly shipped 3. March 19 - I called Amazon to inquire about the status of the items because the tracking information through ************ was not revealing any updated results 4. **************** assured me everything was fine and the order was set to arrive between the aforementioned days 5. Agent told me they would email the seller and asked me to wait 48 hours for a response 6. March 21 - I called and spoke with another agent. I was told the items entered the clearing process at ****** Customs in British Columbia 7. Agent told me they would email the seller again to get more clarity on the error notification with the tracking identification 8. March 23 - I received updates stating there were two attempts to delivery the cameras (10:03am followed by 03:03am)9. Later the same day, update states items were delivered to customer's hand 10. ********************** acknowledged there was an issue with the delivery and offered that I purchase (2) additional cameras at full retail value ($3,199 CAD) and I can receive a call-back to credit each camera to the original $599 price. I have an audio recording of that phone conversation.11. No follow up from Amazon. I called March 25 and learned Amazon would not honour the agreement 12. I received an email March 26 stating the seller is no longer with the Amazon store and cannot be reached 13. March 29 - Amazon's *** Claim states cameras were delivered to my address. I provided a response email with "delivery screenshots" showing the inconsistent information 14. March 31 - I learned the (2) **** cameras were delivered to a ******** mailbox in ***********, **************** on March 23 at 09:14am local time 15. Amazon at this point has not followed up with the promise for the credits on the cameras and no agreement to refund have been presented to customer.
Customer Answer
Date: 04/06/2023

Complaint # ********

---------- Forwarded message ---------
From: *************************** <*********************************>
Date: Wed, Apr 5, 2023 at 14:14
Subject: Re: Your Amazon.ca Inquiry - BBB Complaint ID: ********
To: <**************************************************************>

Hi *********,

Just an update. I received an email from the A-to-Z Team (the same day) after your email that I responded to with screenshots showing the relevant information you were seeking. I called and spoke with different Amazon representatives. I was then transferred to one particular Amazon representative who essentially accused me of lying and stated the cameras were indeed delivered to the correct address on file. Every other employee who I spoke with along with *********** have acknowledged the cameras were not delivered to my home address. I have no connection or affiliation to any other address besides the billing/shipping address on my Amazon Profile. Every item that I have received from Amazon has been shipped to the address on my Amazon Profile. I am not sure why this employee went so far as to argue with me and tell me the items were "handed over" in **************** to a third-party and then delivered to my home address in *******. I do not appreciate anyone making insinuations or blatant accusations; maligning my character. I do not believe that is a constructive approach for employees from any company - namely Amazon. The representative refused to answer my questions, but chose to maintain her baseless claims about the delivery location of the cameras.

I have not received a response from you in receipt of the requested information. Therefore, this email serves as a multifactorial message to you. I wanted to ensure with my response, the previously requested information is directed to you once again and to tell you about the interaction I had with another Amazon employee.

A different employee that I spoke with (after that unpleasant call) made an apology for the destructive phone call and assured me the appropriate steps would be taken to provide feedback to that individual's superior.

I hope you received my previous response. I also have a recording of the conversation from March 23, 2023, which I believe I mentioned in my Better Business Bureau Complaint. As I understand, Amazon has located the exact call and tracked its duration. In the event you have difficulty locating the precise conversation, please let me know *********.

Have a good day,

***********

On Sat, Apr 1, 2023 at 13:56 *************************** <*********************************> wrote:

Hello *********,

Thank-you for your message. I will attach screenshots bearing the item, order number and price of the items for your review.

Have a good day,

***********

On Sat, Apr 1, 2023 at 13:46 Amazon.ca <***********************************************> wrote:

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 am sorry for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account (www.amazon.ca/your-account).

We appreciate your time and patience in these regards

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

==========================

Information received date: 3/31/2023

==========================

Case Description: 1. I purchased (2) **** A7iv DSLR cameras on March 13, 2023 at $599 (CAD) each 2. Expected delivery timeframe was scheduled between April 03-26/27, 2023 3. March 15 - cameras were supposedly shipped 3. March 19 - I called Amazon to inquire about the status of the items because the tracking information through ************ was not revealing any updated results 4. **************** assured me everything was fine and the order was set to arrive between the aforementioned days 5. Agent told me they would email the seller and asked me to wait 48 hours for a response 6. March 21 - I called and spoke with another agent. I was told the items entered the clearing process at ****** Customs in British Columbia 7. Agent told me they would email the seller again to get more clarity on the error notification with the tracking identification 8. March 23 - I received updates stating there were two attempts to delivery the cameras (10:03am followed by 03:03am) 9. Later the same day, update states items were delivered to customer's hand 10. ********************** acknowledged there was an issue with the delivery and offered that I purchase (2) additional cameras at full retail value ($3,199 CAD) and I can receive a call-back to credit each camera to the original $599 price. I have an audio recording of that phone conversation. 11. No follow up from Amazon. I called March 25 and learned Amazon would not honour the agreement 12. I received an email March 26 stating the seller is no longer with the Amazon store and cannot be reached 13. March 29 - Amazon's *** Claim states cameras were delivered to my address. I provided a response email with "delivery screenshots" showing the inconsistent information 14. March 31 - I learned the (2) **** cameras were delivered to a ******** mailbox in ***********, **************** on March 23 at 09:14am local time 15. Amazon at this point has not followed up with the promise for the credits on the cameras and no agreement to refund have been presented to customer.

Desired Resolution: 1. ********************** locates and delivers the (2) **** A7iv cameras that were shipped to ****************.; 2. If that is not possible, I am hopeful Amazon will keep their word and credit the difference for the (2) new cameras I was instructed to purchase.; 3. I agreed with the Amazon employee on March 23 (who offered the solution) that I could purchase the cameras one-by-one; rather than altogether.

====================================================

Regards,

*********
Amazon.com
***********************************
Customer Answer
Date: 05/26/2023
Good afternoon,

Thank you for contacting your Better Business Bureau. My name is *****, and I am part of the Accredited Business Resolutions Team with your BBB.

We have received your additional information. We will now add this information to your complaint. As soon as we receive information from the business, we will forward it to you for your review.

Regards,
*****

From: *************************** <*********************************>
Sent: Friday, May 26, 2023 10:52 AM
To: Accredited Business Resolutions Team <****************************************>
Cc: *************************** <*********************************>
Subject: Fwd: Charge Disputed for Amazon.ca Order 701-9750059-2171450

Good Morning/Afternoon,

During my call with ******, I have elected to forward this recent email from Amazon regarding their view on my escalation processes that I employed.

I hope this will be of added benefit for BBBs review process.

Have a good day,

***********

---------- Forwarded message ---------
From: <*******************************>
Date: Mon, May 22, 2023 at 12:31
Subject: Charge Disputed for Amazon.ca Order 701-9750059-2171450
To: <*********************************>

Hello,

We are writing to let you know that the credit or debit card issuing bank has raised a dispute regarding the transaction below.

To help ** resolve this matter, please reply to this email and explain the reason for disputing this charge.

Please see the transaction details below.

If you believe that an unauthorized party may have accessed your account to place this order, please contact account-****************************** An account specialist will investigate and take any necessary actions.

If you want to cancel or withdraw the dispute, please contact your card issuer.

If you authorized this transaction, your card issuer has withdrawn the funds and we therefore still require payment for the order. We can charge any valid card that is registered to your account. To pay for the order, please reply to this email with the following:

1. The last two digits of the card that you want us to charge, along with type of card and expiration date. For your security, do not send full card numbers by email.
2. All the order numbers you would like to repay now

We cannot charge any cards not registered to your account. To add a card, visit Your Account ****************************/your-account) and click Payment options.

You can also use any gift card balance you have in your account to pay for this order.

Here are the transaction details:

-- Order number: 701-9750059-2171450
-- Order date: 03/23/2023, 11:07
-- Disputed amount: ******* CAD
-- Payment type: Visa
-- Account number: **14
-- Items in order: 1 of ***************************-Mirrorless-Interchangeable-Lens-Camera,Body-Only-,-Black) for ******* CAD

Please note that you might receive more than one notification email regarding this order and any other disputed orders.

You can authorize repayment for any or all disputed orders in a single response. To do so, just include the order number of the other dispute notifications in your reply. You do not need to reply to the other emails if you choose this option.

If you returned the merchandise, please send us the tracking information.

In the future, we recommend you to reach out to our customer service department or file an A-to-z Guarantee claim to resolve any issues related to purchases before contacting your credit card company. For more information, visit the "A-to-Z Guarantee" section of our Help pages (******************************************************************************************************************). The charges you dispute with your credit card issuer are no longer eligible for the A-to-Z Guarantee. This is to prevent duplicate refunds.

Account Specialist
*************************

Business Response
Date: 06/03/2023
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 about the credit card dispute you filed on Order 702-7263715-8256268.

To correct this problem, we had asked your card issuer to close the dispute in your favor.

You should have received a refund of CAD ******* on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

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

*****
Customer Answer
Date: 06/09/2023

Complaint: 19881350

I am rejecting this response because:
1. I am completely dis-heartened by this vacant response from a "Reputable Business" such as Amazon. The response was not in the same realm of the principal complaint. Furthermore, Amazon has chosen to respond to me on my personal email twice since April 01, 2023, rather than make use of the Better Business Portal. Amazon has even crafted a response influencing me off BBB's portal. That is completely unprofessional and inappropriate. In addition to inappropriate conduct, Amazon has delayed their response for greater than 8 weeks. Thus, resulting in unnecessary time delays and interest paid to my credit card issuers.
2. The first dispute was due to *********** informing me, they delivered the parcel(s) to a valid ******** mail box in: ***********, ****************. I have never lived/visited **************** and I do not have an Amazon account connected with any property such province. I am puzzled as to how Amazon could make such an egregious error and yet still find a way to cast blame upon myself.
3. I was instructed by ***, an Amazon Employee on March 23, 2023, along with: his supervisor, leadership team and help desk to purchase (2) **** a7iv cameras at regular retail value. Once they are delivered, I would receive a call from Mac and/or, his supervisor with next steps to provide credits for both cameras - back to $599 ($600/each).
4. *** and I arrived at an agreement that instead of purchasing both cameras, I could purchase (1) unit, receive the credit and follow by purchasing the following unit.
5. I have an email from ***, as well he did not object to my recording the audio portion of our conversation. As a result, I have an approximately 31 minute conversation recording, with focus on the promises made by Amazon to "make this situation right".
6. There was no return call or any form of follow-up from *** or any other personnel at Amazon from: March 23, 2023 until present date.
7. Despite my repeated calls and promises made by Amazon to follow-up and even review the phone conversation followed by a customer callback; nothing happened from **********************'s position. The customer was still left broken promises.
8. The camera (purchased) at regular price was returned to Amazon via *** on April 24,2023 and received by Amazon (according to ***) on April 26, 2023. Amazon by their rules indicate a refund will be processed within 15-business days of receipt of the item. The 15-day period elapsed and Amazon was not ready no willing to provide a refund for the regular priced camera. Yet another broken promise by Amazon.
9. I have greater detail in my opening complaint letter to Amazon, through Better Business Bureau. There is a more exhaustive retelling of events and additional supporting documentation. If anything is require further, or if Amazon has managed to lose or mis-place any of my correspondences, I can provide a copy. Let me know if this is required.
10. I am asking for an explanation to why everything has occurred thus far. I am also asking for Amazon to make good on their repeated promises and allow me to purchase (2) **** a7iv cameras at the previously described price of $599 CAD.
*ONCE AGAIN, if any information happens to (for whatever reason) be lost, destroyed, or mis-placed...please let me know and I can provide a copy of the required details. Therefore, allowing a hopefully more transparent and thoughtful interaction moving forward.
Sincerely,

***************************
Initial Complaint
Date:03/31/2023
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.
March 11, 2023 Received Order # ***-6268841-4740268 TEAMGROUP T-Force Delta RGB DDR5 Ram 32GB Kit (2x16GB) 6000MHz (PC5-48000) CL30 Desktop Memory Module Ram (Black) for 600 Series Chipset - FF3D532G600. Paid $147.99 before sales tax.A few days later, well still within the return / exchange window, this very product, from same seller at Amazon.com dropped to $139.99, then $134.99.Contacted Amazon via phone, chat and spoke with multiple agents explaining the situation to no avail. I also contacted Amazon seller directly via Amazon. ****** refused to issue a partial refund. They all refused to save me the hassle of having to return the item for a full refund (which would force me to have a downed computer, until I received my refund and could purchase the same item for less). They say their policy does not allow for "price matching". This is price protection well within the return period, not price matching.Regardless, I went ahead and submitted a return / refund request several days later, because, as I mentioned, I did not want to lose the computer I had just built, and was still testing each part for stability.March 28, 2023 Dropped off the item at my local *** Store. Tracking 1ZR9Y1900337041844. Returned item was delivered today. *******, March 31 2023.Normally, upon returning an item at the *** Store, I receive an email confirming the item has been dropped off, and a few hours later, a refund is processed and an email confirming the transaction is also sent out. This time I received nothing. No return confirmation email, no refund.I contacted Amazon again, and they told me they need to receive and process my return before issuing a refund. They told me to wait until April 28 for my refund!I need to emphasize one big important problem here: Today I accessed my Amazon.com account, to see what was the status of my return. I was shocked to see someone at Amazon canceled my return request. It's as if I never requested the return in the first place!
Business Response
Date: 04/01/2023
Hello,

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

I've reviewed your complaint details and I'm sorry for the inconvenience caused to you with regards to order#***-6268841-4740268.

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've checked and I can see that there is a refund processed for the order.

A refund was issued to gift card on Friday, March 31, 2023 for $161.49. You can view your balance and usage history in Your Account here:

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/31/2023
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 had ordered an item from Amazon on March 30, 2023 which was to be delivered the next day (3/31/2023). The driver was, around 1:30pm, in very close vicinity to my home but left and failed to deliver my package on time; the window of delivery was pushed back THREE TIMES with the excuse "The driver has to make a few more deliveries on the way to your address". I had attempted to contact Amazon by phone to try and track the driver, only to be repeatedly put in contact with foreign call centers who REFUSED - REFUSED - to connect me with an American call center in order for the driver to be contacted. THIS IS TOTALLY UNACCEPTABLE!!!!
Business Response
Date: 04/01/2023
Hello,

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

I've reviewed your complaint details and I'm sorry for the inconvenience caused to you with regards to order#***-0708395-4064247.

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.

Upon checking, we see tracking shows as delivered on Friday, March 31. You can view available tracking information from the order summary in Your Account:

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/31/2023
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 ordered a case of **** Water in GLASS from a third party seller. The product arrived and was a brown box filled with plastic bottles. The product looked counterfeit. There are more details but what is most important is I filed an A to Z claim with Amazon that was denied for two reasons. 1. Amazon claimed Ildid not contact the seller to report the issue within 30 days of receipt which is not true I did. And the other reason was because I did not return the item within 14 days of receiving the return address or label from the seller. I never received the return address or a label from the seller. I reached out to the seller on multiple occasions in the past month and they have not responded. Their review rating on Amazon is 40 percent 1 star with many other customers claiming they were sent what they not order. I dont know if they are even still in business. But back to Amazon, Amazon is denying my claim based on reasons that are not accurate. I would like a refund for the item and the shipping cost I paid to have the item shipped to me
Business Response
Date: 04/02/2023
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: 04/02/2023

Complaint: 19881128

I am rejecting this response because:
Hello apologies I dont mean to be rude to reject your response I appreciate your offer to help but its the only way I can respond to you. My order number is 111-2106446-5012263
****************************************************
Business Response
Date: 04/05/2023

Hello,
We have reviewed the issue filed for the Order and noticed that the A to Z Guarantee Claim was denied.
We have issued a full refund to the Buyer in the original payment method.
-- Refund Date: 4/5/2023
-- Refund Amount: $99.99
In summary, we have issued a refund to the Buyer for the concerned order.

Customer Answer
Date: 04/06/2023

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.

*****************************************************
Initial Complaint
Date:03/31/2023
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.
Greetings! Dear BBB team,We are writing to appeal against a review on Amazon that we believe is misleading and damaging to our brand. ASIN B08N471RKG. The review was posted by a user named **** and can be found at the following link: ************************************************************************ would like to address several concerns regarding this review:1) The review is focused on a different brand and product, Tresemme, and does not provide any feedback or information about our product. This suggests that the user did not use our product and the review is therefore misleading.2) The user expressed concerns about the safety of an ingredient, DMDM Hydantoin, which is found in our product and Tresemme's product. However, we have no information regarding the safety of Tresemme's product and we do not bear public responsibility for the quality and safety of a brand that is not affiliated with our company. We would like to emphasize that all ingredients used in our product have been rigorously tested and comply with industry standards.3) The full list of ingredients, including DMDM Hydantoin, is available on the product page and the user made an informed decision to purchase our product.4) The reviewer claims that DMDM Hydantoin has been linked to hair loss and scalp irritation. This information is inaccurate and unsubstantiated. The ************************** (CIR) www.**********.org and ********************************************************************************************************************************* has conducted extensive research on DMDM Hydantoin and has determined that it is safe for use in cosmetics. We have attached a summary of their findings and the full report for your reference. Furthermore, our product has undergone laboratory testing by Advanced Science www.advancedsl.com using ************************************************************************************** Food, Drugs, and Cosmetics, published by ***************
Business Response
Date: 04/12/2023
Dear Seller,

Greetings from Amazon Executive Seller Relations Team.
I understand that you wish to remove the customer review form the **** **********.

Please note that we reached out to dedicated team and they will contact you with further updates.
Appreciate your patience.
Customer Answer
Date: 04/14/2023

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:03/31/2023
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#***-3878745-8008221. Order total including taxes: $952.94 This item was returned to the sender via **** I did not receive this item and the tracking number 1Z81E2614246964307 shows the item was never delivered to me and was returned to sender.Ive been given the run around by Amazon regarding my refund. I opened a claim with my credit card company and Amazon responded to the claim stating a refund wasnt due to me because I received the item and never returned it to Amazon. They provided the above tracking number which shows the item was not delivered to me and still my refund was denied. I called Amazon on 3/21/23 and spoke to a specialist by the name of ********** who stated a refund was due to me but because I opened a claim with my credit card company there is nothing they can do about it and I have to speak with my bank. On 3/31/23, my credit card provider - Mastercard - informed me, per Mastercard, once we return the charge to the merchants bank for the reason of the dispute provided by the customer, we have no rights to contact them again. You will need to work with the merchant or obtain credit via different means. I called Amazon on 3/31/23 and was told to contact *** to get my refund. He also told me he nor Amazon will no longer provide assistance on this matter or provide me a refund then he hung up on me. I called back again on the same day and the rep confirmed the item was returned to sender and never delivered to me.Id like a refund check sent to me in the amount of $952.94. If not, Id like to know *********************** next steps for customers to take legal action on this matter.
Business Response
Date: 04/04/2023
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 about the credit card dispute you filed on Order 111-3202751-1206629.

To correct this problem, we have asked your card issuer to close the dispute in your favor.

You should have received a refund of USD ***** on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

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

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

Complaint: 19881010

I am rejecting this response because: My complaint is about order# 112-3878745-8008221. Order total including taxes: $952.94. Amazon/****** response referenced order 111-3202751-1206629 which is associated with another customer its not mine.

Sincerely,

******************
Business Response
Date: 04/06/2023
Hello ********,

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

Thank you for writing back to us.

Upon investigating with our carrier department, I can confirm that your package delivered on Saturday, January 14.

Under these circumstances, we wont be able to provide refund/replacement to you.

We appreciate you bringing this to our attention.

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

Regards,

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

Complaint: 19881010

I am rejecting this response because: this item was not delivered to me. It was returned to sender after *** was unable to deliver it to me because I wasn't home to sign for it. it was ultimately delivered back to Amazon on 1/14/23. I spoke to a few Amazon reps via phone who confirmed this item is in their possession but they are unable to provide a refund because they don't have the permission levels to do so. I'm requesting this be reviewed by a Manager/Supervisor who will actually take the time to review the notes on this order and review tracking information.
If Amazon is unable to process this refund as they've verbally promised to do on several occasions then I will have to take legal action by filing a suit against Amazon.com

Sincerely,

******** B
Initial Complaint
Date:03/31/2023
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 Monday March 27th, I made a purchase on Amazon that consisted of several baby items. On Wednesday March 29th, I received a knock on my door from amazon with my delivery. When I opened my delivery, I noticed there were several items missing from my order.The items and the order number is as follows:Order # ***-5816100-2143435 KIDSCOOL SPACE Baby Girl Boy Slim Jeans, Ripped Denim Pants Color **** Size 18 - 24 Months $21.99 The Peanutshell Baby Pants Set Black, ************** Animals - 5 Pack Size 24 Months $20.99 The Children's Place Baby Short Sleeve Graphic ******* Size 18 - 24 Months $4.99 KIDSCOOL SPACE Baby Girl Boy Slim Jeans Ripped Denim Pants Color **** Size 18 - 24 Months $21.99 I spoke to 2 customer service agents on that very same day, Wednesday March 29th, and explained that the items were missing and initially asked for a replacement for the missing items. They told me they were granting me the replacement but I noticed they never did. On Thursday, March 30th 2023 I reached back out to customer service and asked for a refund instead since they didnt send the replacement for the missing items. The agent told me I had to wait until 8PM EST to request the refund. I reached back out today, Friday March 31st to request a refund and they told me I cant get a refund because the order says it was delivered. Which is the reason I even been contacting them for TWO DAYS straight! There have been MANY times where Amazon says they delivered a package and I didnt have the package. This is no different! I spoke to a supervisor on the phone and he told me straight up, they will NOT be refunding me or even at the very least, replacing my items! The items total up to $69.96. I asked the supervisor, so Im supposed to just lose out on money? He said unfortunately yes theres nothing we can do about it. Theres NO WAY Im okay with losing out on almost $70 AND dont have the items that I purchased! This HAS to be resolved with my full refund.
Business Response
Date: 04/01/2023
Hello,

I'm Prashanth 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 you've experienced with regards to order#***-5816100-2143435.

I've checked and see that the issue has been already reviewed by our internal team and the information provided is correct. For your convenience, I'm providing their correspondence for your reference below.

Based on the results of our investigation, we aren't able to provide a Replacement/Refund for this order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ********************************************************************************************* more information.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 04/01/2023

Complaint: 19880985

I am rejecting this response because: The delivery itself was missing FOUR ITEMS that I paid for and NEVER RECEIVED! I spent a total of $69.96 on items that never made it to me. I ordered fifteen items and only received 11 of them. It is absolutely the responsibility of Amazon to refund me my money for the four missing items, as it was not delivered in the package with the rest of the items as it was supposed to. Theres no way Im going to pay for items that never made it to me. Those items were left out of my order and therefore I need to be refunded for those items. This isnt acceptable and I need my refund for those items. Amazon wants me to be out of items and my money. Thats unlawful, its despicable, poor customer service and I will not allow it. I need my refund for the items I did not receive.

Sincerely,

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

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