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

59,759 total complaints in the last 3 years.
21,513 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:03/22/2023
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 purchased a television from Amazon back in July of 2022 (# ***-8032965-1273050 for ******* 50-inch Class C350 Series LED 4K UHD ************* (50C350KU, 2021 Model). When I unboxed the item, I discovered the television's screen was cracked and therefore, the item defective.I called Amazon in December to request a refund. I spoke with a representative who informed me that because the item was outside of their 30-day window return policy, I would need to contact the manufacturer first to remedy the issue. The representative confirmed that if the manufacturer's response was unsatisfactory, I could then call Amazon again and they would process the refund. I did this, and returned to Amazon for a resolution when ******* could not provide one. The representative confirmed Amazon would process the refund.I asked the representative at that time if the television would need to be returned in order for the refund to be processed. The representative confirmed that it would not need to be returned and sent me a confirmation e-mail (attached) validating the issuance of the refund.After a month, the refund had still not been processed with my bank. I called Amazon again to check the status, and they then proceeded to give me the runaround on why the refund had not been processed. They've given the following reasons: - The item wasn't returned - The return window had expired Amazon was well aware the item was being returned after 30 days when I spoke to them to process the return back in December of 2022. The item wasn't returned because their representative confirmed it would not need to be returned. Both of these facts were established on my call with the representative before Amazon ever confirmed the issuance of the refund back in December, therefore neither is a legitimate reason today to not process the return.I've been given the runaround for 3-4 months now attempting to get a refund processed that Amazon already committed to executing. It's unprofessional.
Business Response
Date: 04/04/2023
Hello,

We are writing to you regarding your recent A-to-z Guarantee claim of USD 429.99 on order 113-8032965-1273050. We need more information from you before we can process the refund. Please provide us with documentation from the manufacturer stating that they cannot, or will not, honor the warranty for the order.

When do I need to provide this information?
Upload documentation from the manufacturer within 72 hours of receiving this communication. If we do not hear from you within that time period, we will close your claim.

What is needed from me?
The seller is requesting documentation from the manufacturer stating that the manufacturer cannot honor the warranty for order 113-8032965-1273050. Please email the seller at [email protected] with the manufacturers communication and let us know when this has been done.

How can I provide the requested information?
Use this link to let us know that you emailed the seller:
*****************************************************************************************

When do I need to provide this information?
Email the seller as soon as possible, and let us know you have done so within 72 hours of receiving this communication. If we do not hear from you within that time period, we will close your claim.

We are here to help.
For more information about the A-to-z Guarantee, refer to our help pages:
**********************************************************************************;

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

Complaint: 19635824

I am rejecting this response because:
This incident is well documented at Amazon. Feel free to check your notes. At this point, I have had a total of 6+ conversations with Amazon representatives attempting to resolve this issue. At least 2 agency review tickets have been created internally at Amazon, and the manufacturer has been contacted twice. The second contact was made by Amazon, at which time the manufacturer told the Amazon representative that they would not process the refund because the defective television was thrown away (something the first representative told me was okay to do before he initiated the refund back in DECEMBER of 2022).
I don't understand why I, the customer, would need to contact the manufacturer (again) about a defective television that I purchased from Amazon and they (Amazon) have committed to refunding IN WRITING.
These steps have already been taken, which is the reason Amazon moved forward with initiating the process for the refund back in DECEMBER of LAST YEAR. I was told at that time if the manufacturer did not provide a satisfactory response in refunding the cost of the television, Amazon would guarantee and provide my refund, hence the original correspondence with the representative in the previously attached email communication.
Amazon has the relationship with the 3rd Party, not me, the customer. I purchased the television from **********************. Therefore, if there's any further communication that needs to happen between the manufacturer and Amazon regarding this refund, it should be Amazon's responsibility.
At this point, I am getting the run around from Amazon about a refund that they have already committed to providing in-writing.

Sincerely,

***************************
Initial Complaint
Date:03/22/2023
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.
End of Jan. 2023 i ordered a smart watch. end of february it stopped working. I got a replacement after 2 weeks that one did same thing. i sent it back and wanted refund, 3 different repersentives told me 5 days in the last 2 weeks. they got it back on mar.15. still waiting. **
Business Response
Date: 03/23/2023
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 delay in the refund for the returned watch.

Generally the refunds are issued within 14 days from the date of return however I see that the refund for your reported order is already issued on Wednesday, March 22, 2023 at 9:39 AM (PDT) back to your original payment.

Confirmation email sent on Wednesday, March 22, 2023 at 12:44 PM (PDT). It should be reflecting on your billing statement in next 3-5 business days.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 03/24/2023

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:03/22/2023
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.
Every single day I have to contact Amazon customer service to remove an unauthorized charge on my account for subscriptions I did not subscribe to. I have wasted so much time, energy and money on this. I have asked every single time for my account to be blocked, I put a password on my account, I am the only person living in my home so there's no way anyone else is authorizing these charges. I don't know what else to do??? They tell me, oh the subscriptions are blocked now, WRONG! Sure they give me refunds each time, but I'm not being paid for the time I spend contacting them each and every day. ******************* needs to get something in place to prevent this from happening every single day. Obviously "blocking" the accounts don't work at all.
Business Response
Date: 04/04/2023
Hello ****,

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

I understand that you have noticed unauthorized charges on your account for our subscription(s). I'm sorry for the inconvenience caused with this.

I've reviewed the details and see that our support team has assisted you with the cancellation and refund on the subscription back on March 22, 2023.

Currently, I see that you have active subscriptions for Prime membership and STARZ subscription.

You can view and manage digital subscriptions you've purchased with Amazon, go to Your Digital Subscriptions in Your Account:

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

Select "Manage Subscription" to see full details for a subscription, including billing information, auto-renew settings, and a cancellation option:

--Select "Change" next to your payment method to change the billing information for your subscription. You can switch to any credit card saved to your Amazon account.

--Use the "Auto-Renew On/Off" option to stop the recurring charge for your subscription or free trial before the renewal date.

--Select "Cancel Subscription" to cancel the subscription.

For more information, go to: ******************************************************************************

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

****** K
Amazon.com
***********************************
Initial Complaint
Date:03/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 20, I noticed my Prime membership was on hold due to a billing issue. I contacted Amazon that day and asked for an extension. I was told my request would be forwarded to the appropriate team and to expect a response within 24 hours. I did not receive a response, so on March 22, I contacted Amazon again. I asked for an extension of my Prime membership and was denied. It took almost an hour to go anywhere with two agents over chat, which resulted in the charge being refunded, but I don't have the month of Prime that was promised by the agent. I asked to chat with a supervisor and was told they are only available over the phone. I have a temporary disability that physically prevents my ability to speak. The agent was not very understanding at all. The arrangement was I was to pay for my Prime membership to be reactivated, then I would have a month of Prime and the charge will be refunded. I do not have the month of Prime.
Business Response
Date: 03/24/2023
Hello,

I'd love to help, however, I wasn't able to find your Amazon.com account. 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 email address registered with your Amazon.com account.

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: 03/24/2023

Complaint: 19635473

I am rejecting this response because: I was asked to supply the account email address, which is *******************

Sincerely,

*******************************
Business Response
Date: 03/28/2023
Hello *******,
I'm ***** from Amazon.com.
Unfortunately we could not find Prime in your account and we're unable to extend prime subscription with reason of billing issues.
Customer Answer
Date: 03/28/2023

Complaint: 19635473

I am rejecting this response because: The reason given does not make sense. I was promised a month of prime, yet Amazon fails to deliver. I will be contacting the ** Attorney General and Federal Trade Commission

Sincerely,

*******************************
Initial Complaint
Date:03/22/2023
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.
Someone Breeched my Amazon account & tried to order food from Amazon fresh, Using my sons debit card. When I noticed this, I called Amazon customer service at ***************** spoke to a ****** person from ***** who had little to no knowledge on how to help me. The next person I spoke to is also from ***** & that person refunded my sons money back to his debit card. this person/ person's have done the same thing to my daughter that they did to my son. Since then there has been mulyiple attempt's by someone trying to access my Amazon account & order item's from my debit card. I called Amazon customer service for the third ******** told them I want them to investigate who breeched my account. The customer service rep. agreed & told me that he is going to contact someone & have my Amazon account investigated. Recently, in February 2023, Amazon texted me & told me that they are going to suspend my account in 2 day's if I do not access it. 2 day's later Amazon texted mydaughter & told her that my account has been suspended. No one at Amazon customer service or a supervisor/manager tried to find out who breech my account. One of Amazon's customer service rep. accused me of making the order's. I beleive that this person/person's who breeched my account works at Amazon, because my Amazon account has a pin & no one else can't access my account without my pin. Therefore, the thief has to be a Amazon employee. I beleive Amazon closed my account so they can hide from the truth. I tried to get someone from Amazon corporate office to call me, but all I get is ******* from ************* have no clue to what they are doing. I want someone from Amazon **************** to call me at ************ or email me at ********************* I want to know why Amazon closed my account after I reported the breech to my account.
Business Response
Date: 03/24/2023
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 understand your concern regarding the unauthorized order and the account issue. I'm sorry for the inconvenience caused.

I see you have requested for a callback or email from our **************** however I'm sorry, that option is not available for this complain.

I've checked on the order you have reported to us, I see it was successfully refunded and regarding your account, it is still active. We haven't closed the account and you should be able to login to it without any issues.

Regarding the unauthorized access, it was reported to our team for necessary action. Please be assured, none of the Amazon's employee have access to any of our customer's account. All the details are hidden from us, we can only see the information on the order that you share with us and none others are available. We have policies and security measures available that ensures the safety of your account. Our team have taken the necessary action on it to avoid it in future.

Since I find your account active, if you are getting any issues in logging in, I request you to please call us at ************** so that our team can help you further.

If there is any other account that is affected with the issue like you have mentioned your daughter's account, please help us with the registered email id on her account so that I can look into it and help you further.

Looking forward for the details.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:03/22/2023
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 paid ****** to buy an Amazon account back in February 2022. After 6 months with no complaints or issues my accout. Was suspended due to being related to another busienss. I provided all required business and identify docs to prove I was my own business with no relations. After being told to submit docs and doing a live video call Im still receiving the Same generic emails. Saying **** dont have enough info to reinstate. I have lost over 150k in revenue and my entire business. Amazon has refused to fix any errors on their end. This is unacceptable!
Business Response
Date: 03/24/2023
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on March 24, 2023.

Thanks, Amazon.com Seller Performance
Customer Answer
Date: 03/24/2023

Complaint: 19635032

I am rejecting this response because:

Sincerely,

***********************************. As I have provided that information over 10 times but Amazon just send the same generic email . No one is reading the responses or looking at the documents. All they do is send automated generic emails with no help. I have given SALES AGREEMENT proof of payment , business registration docs , PASSPORT INVOICES CREDIR CARD AND BANK STATEMNT ALL SHOWING IM THE **** OWNER. I have only ever owned one account I dont have any other accounts abs this was also proven on a live video call from amazon!
Business Response
Date: 03/28/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 03/28/2023.
Thanks, Amazon.com Seller
Performance
Customer Answer
Date: 03/28/2023

Complaint: 19635032

I am rejecting this response because:

Sincerely,

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

this information was already supplied about a dozen other times and on a video call where funds were released and I was told account was verified. I have again submitted the documents and like alway get the same generic email asking for the exact documents I have given.
Business Response
Date: 03/30/2023
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on March 28, 2023.

Thanks, Amazon.com Seller Performance
Customer Answer
Date: 03/31/2023

Complaint: 19635032

I am rejecting this response because: I sent the info and you guys again sent the ame email on March 29th the next day! Asking for the same info that I sent to you March 28th! why are you guys lying and playing games !

this is disgusting that Amazon would act this way and I will have to get a lawyer involved so sad! I have sent the requested info almost 12 times and did a verification call !
Sincerely,

***********************************
Business Response
Date: 04/05/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 04/05/2023.
Thanks, Amazon.com Seller
Performance
Customer Answer
Date: 04/05/2023

Complaint: 19635032

I am rejecting this response because:

Sincerely,

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

they keeps asking for same information and then after I supply it **** again send the same email asking for the same
Info its just a loop! They are doing nothing they dont even read the documents or anything.
t
Business Response
Date: 04/16/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 04/16/2023.
Thanks, Amazon.com Seller
Performance
Customer Answer
Date: 04/21/2023

Complaint: 19635032

I am rejecting this response because:

Sincerely,

***********************************
i have submitted this info again and again. Amazon is not reading the appeal or looking at the data. These are computer automated response jsut liek what there sending the BBB this is disgusting and unlawful
Customer Answer
Date: 04/21/2023

Complaint: 19635032

I am rejecting this response because:

Sincerely,

***********************************
i have submitted this info again and again. Amazon is not reading the appeal or looking at the data. These are computer automated response jsut liek what there sending the BBB this is disgusting and unlawful
Business Response
Date: 04/25/2023
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on April 25, 2023.
Thanks, Amazon.com Seller Performance
Customer Answer
Date: 04/26/2023

Complaint: 19635032

I am rejecting this response because:

Sincerely,

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

why do you keep lying! You guys are disgusting. My lawyer will now be getting involved and your getting sued now!
Business Response
Date: 04/28/2023
Hello,
We have reviewed this sellers account and require more information to
complete our review. We have requested the necessary information from
the seller via email on April 28, 2023.
Thanks,
Amazon.com Seller
Performance
Customer Answer
Date: 05/02/2023

Complaint: 19635032

I am rejecting this response because:

Sincerely,

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

why arent you reading the docusments. What is your problem over there? I have sent purchase agreement, LLc and business registration, bank info and everything you asked everytime and you send back the same email or same response a bunch of liars
Business Response
Date: 05/04/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods 04 May 2023.

Sincerely,
Amazon - Seller Performance.
Customer Answer
Date: 05/09/2023

Complaint: 19635032

I am rejecting this response because:

Sincerely,

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

How can you not reinstate when you did a video call and verified the business and owner and released the funds! This is a joke you guys are disgusting. Lawsuite inbound!
Initial Complaint
Date:03/22/2023
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 created on Thursday, February 9 2023 Order was canceled by amazon on February 12th because of a damaged package When a packaged is damaged amazon requires it to be sent back to amazon processing center, but there is no one sending the package back there. It has been over 30 days.I have contacted amazon support, they keep telling me to contact my carrier ( ****** **************** my carrier never received the package because it was never sent to them. The package was damaged and cancelled while in transit between 2 amazon facilities.Every call/chat/email to Amazon support explaining that they are responsible for the package as it was never shipped to ****** ended with them telling my they cant help me and closing the call/chat.I have contacted my local carrier and they stated they cannot help me as the package was never sent nor received by them ( Local tracker confirms they were only updated on the existence of the package, no received log)Amazon tracker logs as follows Tracking ID: ************* Sunday, February 12 2:38 PM Package damaged and will not be delivered. Package returning to sender and a refund will be issued once return is processed.IL 2:08 PM Package arrived at an Amazon facility.******, ** ** 11:38 AM Package was damaged and will be returned.9:35 AM Package left an Amazon facility.*********, ** ** 3:28 AM Package arrived at an Amazon facility.*********, ** ** Friday, February 10 2:49 PM Package left an Amazon facility.***********, ***** ** 6:41 AM Package arrived at an Amazon facility.***********, ***** ** Thursday, February 9 Carrier picked up the package.So Amazon took my money, cancelled my package, and claim they are not responsible for it anymore.
Business Response
Date: 03/23/2023
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.

I've reviewed your complaint, unfortunately I'm unable to determine the exact order number you are referring to.

Please share the order number with us so that we can review the issue and assist you further.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Customer Answer
Date: 03/24/2023
.The order number is
112-4802741-9646658
and tracker number is
RU0070363647Z
Business Response
Date: 03/30/2023
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.

I've reviewed your reply and checked with the concerned department in this matter.

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 Returns Center.

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.

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. We look forward to seeing you again soon.

Regards,

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

Complaint: 19634883

I am rejecting this response because:

As i have mentioned in previous comments, And provided PROOF both by amazon tracker, my local postal tracker, and other trackers. THE PACKAGE WAS NOT SENT TO MY LOCAL CARRIER.
The package was marked as undeliverible while in an amazon facility, and was not shipped out to ******, thefore the carrier that should have returened my package is AMAZON, which it failed to do so.
The response recevied is unaccptble and is an attempt to push the blame to other carriers while the sole responsibility lies with amazon.
I am informing Amazon that im curretly pursuing legal consulting, and as amazon is the one that have recived my payment, and the one that has "lost" my package, AMAZON bears the full responsibilty and is liable to a lawsuit.
I demand proof from Amazon that my package was sent out and recived my ****** ************** if amazon continues to blame other carrier services for its error.

Sincerely,

*********************
Initial Complaint
Date:03/22/2023
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.
Amazon put a hold on my account due to my ex-boyfriend disputing charges/purchases he asked me to put on his Discover card. He was sitting right next to me when I put the purchases through - items for himself, items for his daughter and a couple holiday gifts for me. I found out late February that he was a drug addict (he told me and I witnessed him acting drugged and erratic.), and I discovered that he had stolen three bottles of Opiods I had left from colon cancer treatment. I immediately broke up with him and am in the process of filing charges against him for theft and harassments/threats to harm me. Amazon keeps sending me the same message stating that they need a copy of his Discover card statement showing I had authorization to make those purchases. I have emailed them at least 25 times, called customer service more than that and have spoken to seven managers, now. They all sympathize and empathize with me and say that they'll escalate my issue and it'll get fixed. My account is now on hold since 2/02/2023; I have items to return and cannot due so with my account locked and its now over the ******************************* money! My ex-boyfriend is trying to get back at me for ending our relationship and he's trying to ******* Discover by putting in fraudulent disputes, knowing that they will reimburse him the money no matter what. So, Amazon is punishing me for this. It is not just, it's not fair and it's a horrendous service issue! I need me account taken off hold asap and I need assistance in returning items that are over the 30 day return window. I am so frustrated! Please help me!
Business Response
Date: 04/20/2023
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 2023-04-20.

Sincerely,
********
Amazon.com
============
Customer Answer
Date: 05/14/2023
I previously filed a complaint against Amazon for putting a hold on my account for four months for a illegitimate complaint. Since then, they have changed their tactics and are extorting/bulling me to pay for a headboard that I did not order in early October 2021, to get the hold removed. My estranged/legally separated husband hacked my account and ordered this headboard that was supposedly delivered to my new home. I had not even moved in to the house. I contacted Amazon and they took care of this by giving me a permanent credit back for this item. Now, an Amazon specialist is saying that it was only a provisional credit and that I have to pay the $372. I'm a bank manager and know that provisional credits drop off within 45 days, no longer! And this was not a provisional credit; it was a permanent credit! This is illegal and unethical to do to me. In addition, because of this hold, I have lost over $700 in items that I couldn't return because I couldn't access my account to initiate returns. I've also not been able to get medicinal products that I order through Amazon.

Business Response
Date: 06/12/2023
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
Initial Complaint
Date:03/22/2023
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.
March 22, 2023.Attn:Better Business Bureau ********************* LLC.Re:Request for Release of Funds.Dear Sir or Madam:My name is ********************* and I am the owner of **************** LLC. As you know, my Amazon seller account was deactivated and has been missing for a long time, Since June 6 2022 I have been sending some appeals in order to reinstate my account but i did not receive any response just always the same messages that have the appearance of being automatic, in accordance with Section 3 of Amazons Business Solutions Agreement. Since receiving that initial notification. Each of these appeals has been swiftly rejected, with Amazon stating only that my appeals did not contain sufficient information to justify lifting the suspension and reopening my account.Amazon has now held these funds for well over 90 days; at this point, I am certain that Amazon has completed its review of my account (as well as the appeals mentioned above) and there are no pending customer claims, chargebacks, refund requests, or other outstanding fees which might necessitate holding these funds any longer. Furthermore, as the reason for my initial suspension was not related to any alleged deceptive, fraudulent, or illegal activity, there is no basis for Amazon to indefinitely withhold these funds.For me and for my business it is essential to have the management of these funds and my store, I can not access my account, I can not enter the options it has, it is for this reason that I state that it is missing and Amazon does not give me reason for it, I have no answer, I come to you as a desperate measure in this situation and I do not receive any response from Amazon.I appreciate you paying attention to this important issue. Please do not hesitate to reach me if you need any more details or documentation about my shop. I eagerly await your answer.Sincerely,********************* ***************************
Business Response
Date: 03/27/2023
Hello,

After completing our investigation and reviewing the information the seller has provided, we have determined that the Amazon seller account has been used to engage in deceptive, fraudulent, or illegal activity that ***** our customers, other selling partners, and our store. The funds in the account will not be disbursed to the seller.

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

For more information on this policy, please review our "Funds withholding policy":
******************************************************************************************

Merchant Credit Team Amazon.com
Customer Answer
Date: 03/28/2023

Complaint: 19634709

I am rejecting this response because:
I understand that Amazon accuses me of having committed fraudulent activity and cheating my customers with their orders. The answer to these accusations I have already provided on several occasions with the shipments of my appeals; I have justified each order and its management so that my account is reactivated, then I send you some of these refunded orders.
114-2803556-6030634: Slumber 1-8'' Mattress-in-a-Box, Multiple Sizes (Twin) - Refund for USD $154.29.
111-6804677-5017830: Boahaus Dressing Table, 7 Drawers, Large Mirror, ****** ********* Style, Perfect for Bedroom - Refund for USD $337.58.
114-9039081-2739401: Boahaus Dressing Table, 7 Drawers, Large Mirror, ****** ********* Style, Perfect for Bedroom - Refund for USD $331.02
111-0353035-3741813: Boahaus Dressing Table, 7 Drawers, Large Mirror, ****** ********* Style, Perfect for Bedroom - Refund for USD $328.31.
113-6685173-6271454: Greenway GFR0501SS Extra Large Fold Away Laundry Rack - Refund for USD $63.25
On multiple occasions, I have explained that my mistake was to complete my orders with dropshipping and that this big mistake I made was fixed as soon as I realized Amazon's policies and its consequences. All my customers received an answer, and the orders were shipped according to the needs of the customers.
I truly dont know where to turn for help: I cannot access my account, Amazon isnt considering my appeals, and my money has been frozen for nearly a year. If I only knew the basis for Amazons decisions, I could take steps to cure any deficiencies and allay their concerns. Unfortunately, I remain almost totally in the dark and lacking any instructive guidance.
Accordingly, I must ask the Better Business Bureau for its assistance in this matter. I hope you can appreciate the seriousness of my predicament, which Im certain affects many other business owners and Amazon sellers. Please investigate this situation and do whatever you can to push Amazon to fairly consider my appeal and release my funds.

Sincerely,
*********************
***************************
Initial Complaint
Date:03/22/2023
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 purchased a *** from Amazon on March 5th, I received the order on March 6th. What I received was the correct box, but it had clearly been opened and the *** was replaced with a cheap power supply. I immediately contacted Amazon and asked them to make it right, they sent me a replacement *** that arrived on the 7th. That *** did not work brand new out of the box. I again contacted Amazon after taking all of the troubleshooting steps that I could do. I was advised to return both items and given return instructions. I inquired about not originally receiving what I ordered and was told "do not worry, you won't be charged". I returned both items on the 13th. I followed up on the 24th and 25th as both items were showing as delivered to returns center, Amazon told me my refund would 3 to 5 days. I received an email from Amazon customer service on Sunday the 19th that they were not going to honor my refund because they did not receive the correct item (which I was never sent). I contacted Amazon again on Monday the 20th, they assured me I would not be charged twice and the refund was being issued. On the 21st a refund was issued, but late night on the 21st I received an email threatening to charge me again if I do not return the correct item (which I never received). I again contacted Amazon and was told that they would "disarm the charge". Very shortly after I received another email stating I would be charged unless I returned the correct item (which I did not receive).
Business Response
Date: 03/23/2023
Hello ****,

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

I see the concern you have shared with reference the Order ID: ******************* and the replacement items. We are not able to reverse the decision regarding the pending charge at this time.

We shared an email on Tuesday, March 21, 2023 at 12:46 AM (PDT) on this subject, and you could reply to the email providing more information to appeal the findings.

The product shows a brand-new, out-of the box item was shipped on both the original order as well as the replacement. We would need to receive the correct item before the decision can be reversed.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 03/24/2023

Complaint: 19634643

I am rejecting this response because: The item was not new, and it was not sealed. I have attached photos here of the box I was originally sent prior to me discovering that there was another item fraudulently placed inside of it prior to shipping. I was advised by Amazon to return this item as I received it. I have followed Amazon's recommended procedures every step of the way and they are continuing to threaten to charge me for something that I never had possession of. I have also replied to all of their messages they have sent through email with the same response and that I wish to appeal their decision; I have only received threats and canned messages in return.

Sincerely,

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

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