Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,425 total complaints in the last 3 years.
21,707 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:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is my second attempt in the past two months. The first attempt did not resolve the issue. THERE IS NO ONE AVAILABLE AT AMAZON.COM TO TALK TO, TO RESOLVE THE PROBLEM. I have been banned from reviewing products on Amazon. The reasons have never been given and, like I say, no one is availabe to tell me why. So the answer I received from Amazon the first time I reported this to BB, is that "you can now sell products on Amazon again." This is NOT the problem. I'm not a seller on Amazon. I'm simply asking to be un-banned from giving reviews.
Business Response
Date: 04/02/2023
Hello,
Thank you for contacting us about your reviewing privilege. We apologize for any inconvenience this may have caused.

After reviewing the account once again, we have restored this account's ability to contribute reviews, comments, customer questions and answers, and other content.

Amazon Review Moderation team
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.
Date of transaction: Sat, March 25 2023 Amount paid: *******, ******* Order total:CDN$ ******** (GBP 749.22*)Paid by Visa:CDN$ ******** (GBP 749.22)Order number: Order #***-8303091-7169808 Tracking number: TBC659530761009 Ordered item to arrive next day via Amazon prime. The item was marked as delivered with a picture of the box in my apartments ground floor lobby. Anyone could have taken this item. It was not delivered to my door and the driver doesnt have my signature either.When initially reported, Amazon told me to wait a day, I waited. Then they told me to file a police report.. I filed the police report. Then they told me to wait till Friday I waited till Friday then they told me to email them a copy of the police report.. I did that. Now they are telling me they will not refund me as the police arent willing to verify the report.The ******* police BY LAW will not discuss any information regarding a case with any party besides the original party that filed the report. Amazon is using this as a way to claim they are unable to verify my police report and therefore will not refund or replace my missing order.If the police BY LAW are not allowed to discuss a case but I have provided proof that the report has been made, I should be entitled to a refund PER AMAZONS refund policy.
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#***-8303091-7169808.

I've checked and see that the issue has been already reviewed by our internal team and the information provided is correct. At this time, we're unable to validate your report with the police department and it's still in the investigation process. Once the investigation has been completed, we will review our options and help you further.

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.
Regards,
*********
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.
tI HAD DONE BUSINESS WITH AMAZON FOR YEARS. I AM DISABLED AND IT WAS SIMPLE T0 0RDER AND RaECEIVE WHAT I NEEDED. I PUT $100 from my bankcard to my ****** acct. They claimed fraud.I jumped through all their hoops instead of opeining my acct they permanently closed it and pocketed my money. I want it known that it was a rip off.
Business Response
Date: 04/19/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 4/19/23 confirming account reinstatement.
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 have been having a terrible time with a return of a computer graphics card which cost $1,897.46 including tax. I received the first device, which did not function. I returned it, asking for a replacement to be sent. The replacement was sent, and I returned the first device and the return process was marked as completed on Amazon's end. The second device had the same issue and was returned, as well as the motherboard (also purchased through Amazon) which seemed to killing the devices as both GPUs were non functional after trying to install them and both tested in a totally different machine. Within an hour of the *** label on the second GPU being processed by ***, I was sent an e-mail stating that they "received [a wrong ." (quoted verbatim from their e-mail) about the FIRST return which had already been processed and completed. They continued: "We are discarding the serial no. on box: ********** & serial no. on item: *************** that you sent. We will be happy to accept the return of the correct item at your earliest convenience."If you do not return the correct item , we will re-charge you for the item."I thought I had accidentally sent the wrong GPU in the first package and since the second was on its way, I figured it would all be resolved. Both packages were confirmed delivered by their respective carriers (Purolator and ***.) The second package has been in their possession for over 2 weeks and they still have not even acknowledged receipt of the second, would not confirm that the "mismatched serial number" was the serial number associated with the replacement, would not offer any clarification, explanation or method of proper resolution other than "return the correct item", only offered copy/pasted responses of no value, and is startlingly similar to the exact same issue reported by *********** in ******* earlier this week ( ************************************************************************************************** )Could be also be a scam
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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have included the pertinent information below:

The order which was already processed as returned, but the associate is claiming has an incorrect serial number is order # *******************

The replacement which was also returned and delivered by *** two weeks ago, but has not been confirmed as received is order # ***-1113981-3078602

The first device was sent via Purolator with the following tracking number: XCC010603754
The second device was sent via *** with the following tracking number: 1Z30E7549169699953

In my initial message I said that this could possibly be a scam but did not have enough room to elaborate, so I will do so here. The fact that I was told the "serial number didn't match" literally within an hour of the *** label for the second return being processed after the first return was already considered completed, the similarity to the situation with the other customer from ******* as reported by ************* ************************************************************************************************** ), the consistently adversarial and completely uninformative responses from your customer service representative and the fact that both my product and the product that was referenced in the *********** article were both electronics makes me think there may be a scam ring which has infiltrated your facilities in order to sell defective returns on the black market.
I hope this can be resolved amicably and to both of our satisfaction, however I would recommend looking into the customer service representative who contacted me from ****************************** and never gave any identifiable information or department. This whole situation either is a result of such incredible incompetence that this individual needs extensive training, should be demoted or outright removed from your company. Even worse, if it was done with malice, you may need to look into their other activity and possibly into pressing criminal charges.

Thank you for your time,

*****************************
Customer Answer
Date: 04/03/2023
No refund was issued and the only thing that the Amazon associate asked for was details on the orders. I responded with the account details and also that I found their response satisfactory, not understanding that by clicking that box that meant the issue was fully resolved. This is far from the *****; I only meant to verify that I had received the response from Amazon and that I found providing the details acceptable. Had I known this would end the dispute, I would have clicked the other option, that I was unsatisfied. I certainly am unsatisfied now; this entire process was utterly useless as all the Amazon associate did was ask for details on my order, apparently to which my response was not given.
Customer Answer
Date: 04/12/2023
I could not see a way to communicate this through the BBB's website interface so I am contacting you via e-mail. Regarding ticket ID ********, I have received a full refund from Amazon and it has been processed through my financial institution to my payment card.

I have not received any further communications from the BBB or Amazon through the BBB's interface since the ticket was reopened, however as I have been fully refunded the issue is resolved on my end. I leave it to both your and your contact at Amazon's discretion whether the ticket should be closed. Thank you for any help you may have provided.

-Jordy
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.
ORDER # ***-4163158-6565805 I purchased an Apple Airpods Pro 2 from Amazon. The delivery truck never delivered the product even though they marked as delivered. They did not take a picture to show (as is normally done) neither did my ring camera in the house capture the delivery.I called Amazon to file a complaint and and they told me the only way they can ship another product or refund my money is for me to file a police report. Consequently, I called the ***************************. They came to my address on March 20, 2023 and I got the report from them on 3/31/2023.When I received the report, I called Amazon to let them know I have the police report. They asked me to hold while they call the ********* Police. The rep then came back to tell me they could not validate the report. I called the *************************** and the officer confirmed speaking to Amazon and provided what they asked for in the confines of the law. I called Amazon back to tell them what I was told by the ***************************. They asked me to attach the report and send via email which I did. Amazon still came back to say they cannot validate the report.Attached is a copy of the police report from the ***************************.
Business Response
Date: 04/06/2023
Hello,

I'm Harasankar 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 contacting us.

At this time, we're unable to validate your report with the police department. Please contact us after May 6, 2023 and well review our options. Once May 16, 2023 passes, we're no longer able to assist.

Thank you for your understanding. We look forward to seeing you again soon.

Regards,

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

Complaint: 19880540

I am rejecting this response because:
1. I have done what Amazon asked me to do. That is to report the issue of non-delivery to the *************************** before they issue a refund
2. *************************** has confirmed to me that they have spoken to Amazon and confirmed the incident and the report
3. I have sent a copy of the report to Amazon (a copy is attached)

So for Amazon to say that they are unable to validate the report is not true. I therefore requests that Amazon provide me a FULL REFUND.

Sincerely,

*****************************
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.
Dear BBB, I'm contacting you because on December 23, 2022 I sent Amazon shipping ID ************, and it was received on January 7, 2023. However, the shipment arrived with discrepancies in the **** B093VKZNWR (Cafe La Llave Espresso ***************** (6 x 10 oz Bricks)), for 21 units (I sent 49 units and they supposedly received only 28), so I contacted Amazon (CASE ID ***********) in order to investigate this case, since it means a big loss for me (735 USD), then I sent the necessary information for Amazon to investigate these units, but they answered me that they had already "searched the units", but they never provided any proof of this. That is why I'm contacting you, because I need them to do an investigation of my products since I sent the 49 units as I indicated in my shipment. Please help me to escalate this case and get Amazon to help me resolve this issue as soon as possible.Thank you!
Business Response
Date: 04/05/2023
Greetings,
We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.
Thanks.
Customer Answer
Date: 04/10/2023

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:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello. 10.03.2023 I logged in to my THE ONLY Amazon.com account and bought Apple 2023 MacBook Pro Laptop M2 Pro chip with 12-core CPU and 19-core GPU: 16.2-inch Liquid Retina XDR Display, 16GB Unified Memory, 512GB SSD Storage. Works with iPhone/iPad; Space Gray. Its price was 2671.74$. After receiving email Your package is on the way.You can track it I wanted to log in to my Amazon.com account and check the Tracking ID, but unfortunately I was not able to do it. There was inscription Account Closed Your account has been closed for misuse of Amazon's services. We have sent you an email with additional information.. 1 hours later I received email We have closed your Amazon.com accounts. We took this action because our records show that we closed another account of yours for not meeting the terms of our Conditions of Use agreement. But I have the only Amazon.com account and I have never violated Amazon rules. I am the only user of my account. Now I want to return this purchase and get refund because it doesnt work normally but my account is locked and I cant do it. I think that Amazon violates human rights, my rights locking my account because I have never violated Amazon rules. I tried to contact Amazon hotline a lot of time but they refuse to help me. Please unlock my account me to be able to return item and buy new one. Amazon.com order: #***-5608229-9793833 My email: *************************** Item name: Apple 2023 MacBook Pro Laptop M2 Pro chip with 12-core CPU and 19-core GPU: 16.2-inch Liquid Retina XDR Display, 16GB Unified Memory, 512GB SSD Storage. Works with iPhone/iPad; Space Gray.
Business Response
Date: 04/22/2023
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.
Also, We have denied the customers request for a refund.

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 22nd April 2023.

Sincerely,

********
Amazon.com
Customer Answer
Date: 04/22/2023
Hello. I have the only account. Please unlock access. at the time of the blocking, I had time to return the goods and simply could not do it Izzy blocking.

Complaint: 19880360

I am rejecting this response because:

Sincerely,

**************************
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.
All of a sudden I don't know any information about returns and the money was not returned. Every time I contacted their customer service, I was asked to wait, but there was no result in the end.Account number:********** Full name:Chunlin ****
Business Response
Date: 04/10/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 10 April, 2023.

Sincerely,

Amazon.com
Customer Answer
Date: 04/12/2023

Complaint: 19880241

I am rejecting this response because:I didn't received any email from amazon. I didn't received the money for returned ****** pexl phone.And I can't see anything cause my account was closed by ********************!I still can't login now!

Sincerely,

Chunlin ****
Business Response
Date: 05/03/2023
Hello Chunlin,

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 account.

I see that the account is now reinstated. I would like to know if you are still experiencing the issue so that I can help you further.

Please feel free to contact ** 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: 06/17/2023
I bought a ****** phone on Amazon because I didnt want it anymore, and then applied for a refund on the Amazon platform. On the first day, the courier arranged by Amazon came and lost a label, and left without picking up my hand at the door. After that I communicated with Amazons customer service, and the customer service said that they might reschedule the door-to-door pick-up. The courier came again the next day, and this time I finally took the phone away. However, I couldnt find the logistics record and refund record, so I contacted the customer service staff. , The customer service asked me to wait for 60 days. After 60 days, I contacted the customer service again. The customer service gave me the tracking number and told me that there was no mobile phone in the package received. So where did the mobile phone go? The records obtained from the tracking number given by the customer service show that the package weighs 0.5 pounds, which happens to be the weight of a mobile phone. How could there be no mobile phone? The customer service always asks me to contact the courier company, but I return the goods on the Amazon platform, so I have to contact you through your platform. As God can testify, I really returned the phone to you. Your problem, please refund money.
Business Response
Date: 06/20/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.

We received your email regarding the order 114-4695417-9998601.Accept our sincere apologies for any inconvenience this has caused. We kindly request you to contact your card issuer again and re-dispute this transaction to be reimbursed.You may use this email as an affidavit.

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

*****
Customer Answer
Date: 06/21/2023
I am rejecting this response because:I can only dispute once,I didn't find the way to do that.I think you can refund as amazon gift card for my account.

******************** account number:**********.

That's easier.
Sincerely,

Chunlin ****
Initial Complaint
Date:03/31/2023
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.
I wrote Amazon corporate a letter and have yet to be contacted here is my letter and total of maybe 10 calls to customer service for a total of 3 plus hours of trying to get a resolution with no response.
Business Response
Date: 04/02/2023
Hello ***********,
I'm sorry, but I wasn't able to determine exactly what kind of help you need from your e-mail message that is copied below.

Most questions are answered in Your Account (*******************************************) or in our Help pages (***********************************).

We look forward to hearing from you.

Customer Answer
Date: 04/02/2023

Complaint: 19879875

I am rejecting this response because: Did you not look at the pictures? Read that 4 page letter I sent to Amazon on corporate. Your customer service department does not respond with resolutions. They just keep dodging me and say they'll get back to me when one of your agents said my refund was approved. READ MY LETTER!

Sincerely,

*******************************
Customer Answer
Date: 04/05/2023
Order # ***-0148961-5579427. Long story short since you can't read my letter thru pictures??? Amazon customer service had me on hold for an issue now that I been trying to resolve for the past month now. They said my refund was approved, but I'be yet to hear back from noone, if you listen to your calls I called in from ************ on 3/2/23 @10AM pulls my Inbound call from that # the refund should be in the amount of $284.90
Business Response
Date: 04/26/2023
Hello,

We have reviewed the information provided and initiated a refund of USD 284.90 to the buyer's original payment method. The buyer will receive the refund in 2-3 business days.

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 purchased a bed from Amazon which arrived damaged, hence, I started a return. They scheduled a pick up and *** took it. 2 weeks later, I checked the returned tracking number and is has a message: The package has been reported as damaged. I contacted amazon and spoke with ****** S who told me that I needed to contact *** to resolve the issue myself and there was nothing they could do. I explained that it should not be my responsibility to deal with *** as they have a partnership with them and they should resolve the problem to which he responded that there was nothing else he could do and hanged up the call. I called back and spoke with ***** F who had the same exact response and made no effort to help. As of today, I don't have the bed or my refund. As a customer, I did my part and returned the item as requested and should not be responsible for what happens once it's in *** hands.
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: 19879704

I am rejecting this response because: In the screenshot provide it shows clear the order# 111-0861456-5032265 from which account email is the same one I'm using to file this complaint. I don't understand how you can't find it on your system.

Sincerely,

*******************
Business Response
Date: 04/05/2023
Hello,

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

Our ************** hasn't yet received the package although the carrier has picked it up. You'll receive an update on the return once it's delivered and processed by our ***************

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

If you don't hear from our ************** by 04/16/2023, please write back so we can find out what happened.

Thank you for your understanding.

*****
Amazon.com
*****************************
Customer Answer
Date: 04/19/2023
On February 23rd 2023, I purchased a bed from Amazon which arrived damaged, hence, I started a return. They scheduled a pick up and *** took it. 2 weeks later, I checked the returned tracking number and is has a message: The package has been reported as damaged. I contacted amazon and spoke with ****** S who told me that I needed to contact *** to resolve the issue myself and there was nothing they could do. I explained that it should not be my responsibility to deal with *** as they have a partnership with them and they should resolve the problem to which he responded that there was nothing else he could do and abruptly closed the call. I called back and spoke with ***** F who had the same exact response and made no effort to help. As of today, I don't have the bed or my refund and it has been over 30days. As a customer, I did my part and returned the item as requested and should not be responsible for what happens once it's in *** hands. Lastly, in the return to information on the tracking number it has *********, ** ** and I do not leave in ********** so clearly the package is not coming back to me, screenshots attached.

Refund
Business Response
Date: 04/21/2023
Hello ****,

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

I'm sorry for the inconvenience caused with the return of the item from the order #***-0861456-5032265.

I've reviewed the details of the return and see that the package tracking shows it's being returned to you. Once you receive it back, please resend it back to Amazon.

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

You can mail your package back using the return label provided in our ********************* (*************************************).

The return window for the item expired on April 5, 2023. You can still return the item after the return window, but you may be charged a restocking fee.

We can't take action until the item is received at the ************** You may contact the carrier support to get this return investigated.

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

Regards,

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

Complaint: 19879704

I am rejecting this response because:
Hello,

Thank you for your response. As I have previously stated in many of my calls and communications with amazon, on March 30th, I confirmed with *** that the item is not being sent back to me. Additionally, I also confirmed that a *** internal case was opened and approved to refund Amazon for the damaged package since it was broken on transit. *** informed me that since they have a direct partnership with you, Amazon would have to contact them to resolve the matter. As you can see in the document attached that I was provided by ***, the item was returned to the original shipper who is Amazon using the original tracking number used when the order was sent to me on March 30th at 3:05pm and was signed by ******. Since the item was returned with enough time before the return window expiration, I will not be paying a restocking fee and would like a full refund. Please contact *** to finally resolve this issue. Thank you in advance.

Sincerely,

*******************
Business Response
Date: 05/20/2023
A refund was issued to the original payment method on May 13, 2023.

Customer Answer
Date: 05/25/2023

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,

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

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