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

59,742 total complaints in the last 3 years.
21,480 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:
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.
Per this morning.Horizon Hobby has indicated they found my item and are going to refund my money within ***** hours.

Thank you,

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

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

Business Response
Date: 03/21/2023
Regardless of who the seller is, orders placed through the Amazon Marketplace are paid for through Amazon and return request go through Amazon. Horizon Hobby just ships the merchandise and processed the return of the merchandise. ************** related to the transaction are through Amazon and all correspondence noted in this complaint were through Amazon. We are sorry our mutual customer is frustrated by the return process but this sounds like it should be addressed with Amazon vs. Horizon Hobby.
Customer Answer
Date: 03/22/2023
On 2/20/23 I purchased through Amazon from (Horizon Hobby) item: Blade RC Helicopter 120 S2 RTF with Safe Technology, BLH1100, Yellow $169.99 I returned it on 2/24/23. I contacted the seller & requested a return. The label I was sent indicated (as you can see below) said I could return the item using a carrier of my choice & pay return costs. I used the US ************** it cost me $15.80 for postage & I handed it to the mailman when he arrived. "If you cannot use the label or carrier provided by Horizon Hobby, you can ship your return package using a carrier of your choice. You will need to pay for return postage costs." *************,**************************************************************************,Phone: ************ On 2/27/23, I inquired about my refund. I was told that if I couldnt provide a tracking number they would not be able to refund my money. I was not able to contact A-Z Guarantee so I called & spoke with a service agent (*******) who initiated the A-Z request. A-Z sends me a message that they denied my request for a refund. I used Amazons on-line Chat on 3/12/23, the agent told me that would escalate this request for my refund and it would be arriving soon. On Friday, 3/17/23, I contacted Amazons on-line chat again (Ashiga) and was toldYes, in my end I can see that a refund is in processing stage. Refund requested on Sunday, 3/12/23 @ 10:40am in the amount of $181.25 and can expect the refund on 3/19/23". On Sunday, 3/19/23 @ 4:30pm I called Amazons customer service again (******) and was told Im sorry to tell you this, but there is no refund in process at this time So everyone lied. ****** then told me he would contact the seller again & also the escalation depart again, the seller tells me they cannot refund my money. I told ****** if the seller cannot refund my money, then I want the item back-they cant have bothmy money & the item so they can re-************* & make more money while I am out $181.25. $181.25 may not be a lot of money to you, but it is to me. I have been a long time customer of ************************ understand there are procedures, but I have always followed the procedures that Amazon & the seller have providedI DID RETURN THE **** I feel that the seller is now just going in circles with my messages & getting no where. I cannot contact the seller directly as they have no user friendly phone number it will only cut you off or tell you to send an email which I have done numerous times & still get nowhere..
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.

Thank you for bringing this to our attention. It's disappointing to hear our customer service team wasn't able to resolve this concern for you. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.

It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.

Upon checking your Amazon order #***-7450280-4213052, I see that a full refund of $181.25 has been issued to your original payment method on Tuesday, March 21, 2023 at 7:40 AM (PDT).

Refund confirmation email was sent to your email address on Wednesday, March 22, 2023 at 8:17 PM (PDT).

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

We appreciate your time and patience in this regards. 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: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 (2) All ***** Racing Wheel Spacer Kit 11-1005 Compatible With/Replacement ********* CR 125 R 2002-2007, CR 250 R 2002-2007, CRF450RX 2018, CRF450R 2018, CRF 450 RX 2017 for my bike on 3/15/23 in the amount of $55.50. Amazon states the order was delivered on 3/17/23. I never received the package and Amazon is refusing to refund or fix this issue. I have attempted to contact customer service multiple times without resolution.
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, The e-mail address you contacted us with doesn't have an order matching what you described. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address using the exact same subject-line.

If your e-mail address has changed, you can update your information by visiting Your Account (*******************************************) and click "Login & Security" at the top of the page. You'll be able to use the "Edit" button to update your information.

If you're not sure what e-mail address your account is under, please contact us via phone:

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

We hope to see you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 03/24/2023
Ive attached the email received from Amazon. The account is under my other email address *******************
Customer Answer
Date: 03/25/2023
Email I received this morning again stating they wont rectify the situation or resolve the undelivered items.
Thank you,
*********************;
Business Response
Date: 03/29/2023
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 and checked with the concerned department in this matter. I've reviewed your comments and I'm sorry to hear about your inconvenience with order 111-0664348-9011454.

Based on the results of our investigation, we wont be able to provide a replacement/refund for this order at this time. Amazon.com is not 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."

We advise you to contact your local authorities, if necessary, in order to pursue this matter further. We also recommend that you consider selecting a more secure shipping address, such as your workplace, in the future to avoid further problems.

I hope you understand my limitations. Your patience and understanding is highly appreciated in this matter.

We look forward to seeing you soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Initial Complaint
Date:03/22/2023
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.
Greetings!Dear BBB Team,I am writing to request your assistance in removing an inappropriate review from the Amazon website. The review in question can be found at the following link: ***************************************************************** ASIN B09JL3WPWD. The review is in violation of Amazon's community guidelines under the section "What's not allowed" point "LIBEL AND DEFAMATION", which can be found here: *************************************************** review in question contains false information and defamatory language, which violates Amazons community guidelines. The customer has made unfounded allegations that our product is the same as JOLLY brand, which is entirely untrue. It appears that the consumer is likely referring to the JOLLY RANCHER brand, which produces candy, and comparing it to our supplements. This comparison is not valid, as our product is not a simple chewing candy, but rather a product with a specific function, as indicated on our product page as Stress Relief. We don't know why the buyer is drawing a parallel between our brands. Our product is unique, and we take pride in the quality of our ingredients and manufacturing processes.The ingredients list was fully disclosed to the customer on the product description page, and the customer received the product with the same ingredient list. It is worth noting that Amazon is responsible for the entire order processing and delivery process, as we work through the *** service.This type of content is considered comparative advertising for both brands. The JOLLY brand offers a completely different composition. Please see the attached screenshots of the product labels with different compositions to verify this. We are also able to provide any other necessary evidence to support our claim.
Business Response
Date: 03/23/2023
Hello from Amazon.com,

My name is ***** from the Amazon ***************** Partner Relations Team.

I understand the Selling Partner would like to report the customer review on the **** **********.

I have forwarded the Selling Partner report to the ********************** and they will send an e-mail to the Selling Partner with a resolution.
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.
Hi, I ordered home security system on 29th January, 2023. I ordered two items in one order. I kept one and returned other as it didn't fit my need within return time window on Feb 12, 2023.After a month and half, I received the email that the serial number of item doesn't match with the one Amazon delivered. I did not even open the item and had returned as it came. I am not sure where things have gone wrong. I tried to communicate and comply with whatever that was needed from my side but the Amazon closed the case without any response and haven't refunded my $269.99 They haven't provided any information on their side as well. Order number: 701-5577780-1375419
Business Response
Date: 04/04/2023
Hello Snehit,

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 item returned in the order #***-5577780-1375419.

I've reviewed the details of the return and the account and can confirm that the correspondence provided by our support team is correct. For your convenience, below is the copy of the correspondence sent.

"It appears we received the incorrect item instead of the correct item, in your return. Because the wrong item was returned, we can't send it back to you, per Amazon's returns policy. No compensation is provided for incorrect items sent to Amazon.

The return window on the order has expired on March 2, 2023. At this time, we're no longer able to accept the return of the correct item.

Please see the following Help page for more information about returns and refunds:
**********************************************************************************

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, please reply to the email you received on March 14, 2023 with the Subject Line "Your Amazon.ca returns advising you of the issue with your return" or write directly to ****************************. The specialist team contacts you within 3 days (72 hours) once your email is received.

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

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

Complaint: 19632689

I am rejecting this response because:
Hi ******,

This email still doesn't provide any evidence on how the item was shipped to me and how it was received. I have returned item as it was received by me without opening the product.

This is the similar response that I received from Amazon as earlier without any evidence. You confirming doesn't mean that I as customer has done anything wrong.

I consider this issue still open.

Thank you,
Snehit
Sincerely,

Snehit *************************************
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.
Dear BBB team,My name is *******************, and I am an Amazon seller ******************** Merchant Token is A1Z1KZMN6TJM31)I genuinely ask you to resolve the issue I am facing.I was requested Amazon to send the utility bill to reactivate my account. I have sent different bills, but every time my utility bill has been rejected on the ground that the Amazon team could not verify it. I carefully scrutinized the seller identity verification rules, and it turned out that my utility bills meet all the Amazon requirements. So Amazon denied my utility bill unreasonable. Thus, I kindly ask the Amazon team to review my utility bill for more time.I sent the last bill on March 16, 2023, via the button "reactivate your account".Please be advised that my bill has been certified by the notary, so it confirms that the translation is correct. Best regards,*******************
Business Response
Date: 03/24/2023
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

Why did this happen?
We were unable to verify the documents that you provided.

How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:
-- A business license if applicable
-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service

The document must meet the following requirements:
-- It must contain the following information: your name and address, the service provider's name and additional information such as date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.
-- Your name and address must be visible and match the name and address that you entered in Seller Central.
-- It must have been issued in the last 90 days.
-- It must be a full page and unobstructed including corners.
-- It must have a high definition and be clear and readable. The required information must be visible and in focus.
-- It must be authentic and unaltered.
-- It must not be protected with a password. You can reupload the same document without the password protection or upload a photo of the document. For security reasons, do not reply to this email with the password.
-- It must not be a screenshot.
-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.
-- It must be a PDF, JPG, PNG, or GIF file.

How do I submit the required documents?
To submit the required documents, go to the banner at the top of the "Account Health" page in Seller Central, click "Submit new information," and then provide the required information:
********************************************************************************;

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;

If you have questions about our policies or the required information, you can contact us:
***********************************************************;

What happens if I do not send the required information?
If we do not receive the required information within 90 days of the original notification, your account will be permanently deactivated.

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 03/24/2023

Complaint: 19634163

I am rejecting this response because:My last utility bill meets all the Amazon requirements, thus the rejection has been unreasonable. Please review my utility bill one more time, I sent it through the Amazon account on 16 March. 2023

Sincerely,

*******************
Business Response
Date: 03/26/2023
Hello,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

Why did this happen?
We were unable to complete the review because you did not provide the documents required for the appeal.

How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:
-- A business license if applicable
-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service

The document must meet the following requirements:
-- It must contain the following information: your name and address, the service provider's name and additional information such as date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.
-- Your name and address must be visible and match the name and address that you entered in Seller Central.
-- It must have been issued in the last 90 days.
-- It must be a full page and unobstructed including corners.
-- It must have a high definition and be clear and readable. The required information must be visible and in focus.
-- It must be authentic and unaltered.
-- It must not be protected with a password. You can reupload the same document without the password protection or upload a photo of the document. For security reasons, do not reply to this email with the password.
-- It must not be a screenshot.
-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.
-- It must be a PDF, JPG, PNG, or GIF file.

How do I submit the required documents?
To submit the required documents, go to the banner at the top of the "Account Health" page in Seller Central, click "Submit new information," and then provide the required information:
********************************************************************************;

We're here to help
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;

If you have questions about our policies or the required information, you can contact us:
***********************************************************;

What happens if I do not send the required information?
If we do not receive the required information within 90 days of the original notification, your account will be permanently deactivated.

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
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.
On February 28, 2023 I placed an Amazon order 112-4365718-2930645. On March 2, tracking with **** showed that item left facility. On March 3, it shows that package was Undeliverable and that a refund would be issued once the package was returned. It has now been almost a month that I placed this order. Amazon refuses to refund my money and has not filed a complaint with ***** I am not able to file as the receiver. I have called several times and I keep getting the same story if they cant refund me until the package has been returned. I spoke to a supervisor yesterday March 21,2023 and was told I would be refunded immediately. Today March 22 I received an email stating a refund wouldnt be issued until the undeliverable items were returned.
Business Response
Date: 03/23/2023
Hello,

I am Naveen 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 your email and completely understand your disappointment with the order ID: *******************.

Upon checking, I see that for items with tracking: 9361289724018718541015 refund has been issued on Wednesday, March 22, 2023 at 6:09 AM (PDT).

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

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

Thanks for your patience and understanding in this regard.

Regards,

Naveen
Amazon.com
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 have been a seller on Amazon for a long time. I have never had any serious problems. However, not too long ago Amazon blocked my account on suspicion of selling inauthentic products. They requested invoices for some of my products. I carry goods from *****, as 80% of all sellers on Amazon do. There is nothing wrong with that, although many hide it. Of course I have an inspector who checks the quality of goods. I don't sell outright fakes or bad goods. This is confirmed by the indicators of my account. Only good reviews, especially for those items for which I have been asked for invoices.I have provided invoices from my supplier. I would also like to point out that he is also the manufacturer of those items. Amazon did not accept the invoices and refused to reinstate the account. Allegedly they cannot verify the supplier. After a little analysis I was able to identify a possible problem. The thing is that the listing on Amazon, where I attached my product, contained some brand. But my product was unbranded. And in fact, my product did not match the description because there was no brand. But the product itself is identical. That's what made them suspicious. Technically this violates their policy and I admitted my guilt in this. But they still don't accept my appeals. I am ready to refuse to sell this product and have already found suppliers in the US who are willing to work with me. But they keep asking for invoices. I can't give them any other invoices. Don't my satisfied customers prove that the merchandise is really quality? I made the mistake of listing a regular item under a branded listing, but I didn't even think it could violate their policy. Now I don't know what to do as I get rejections on appeals and they won't accept invoices. I am really asking you to help me solve my account issue. I am willing to correct all my mistakes and take responsibility, but please return my account as it is my only income.
Business Response
Date: 03/24/2023
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.

Sincerely,
Initial Complaint
Date:03/22/2023
Type:Delivery 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 a book self-published through Amazon's Kindle Direct Publishing. On January 4, 2023, an Amazon customer named ***************************** left a one-star review of my book (URL: ****************************************************************************************************************). While people are free to leave negative reviews, ******************** made the defamatory claim that I have restraining orders filed against me. This is also the second negative review I have received from her on the same book, but for the physical version. This is a personal attack, not germane to the content of my book, and the review was clearly meant to negatively affect sales. I reached out to Amazon, hit the "Report Abuse" button, and received no response.
Business Response
Date: 03/23/2023
Hello from Amazon.com
The Authors complaint has been escalated to the *** team. They will be owning the research and responding to the Author to help resolve the negative reviews.

Customer Answer
Date: 03/23/2023

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: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'm a veteran abroad with the VA Foreign Medical Program for PTSD treatment and over the years I have purchased a very extensive digital video library with Amazon.com and use it daily as I don't understand the language of the countries I'm in. My videos and shows in my digital library especially the comedy show help me daily with my military PTSD which I'm rated 100% total and permanent disabled. Video games help as well but that's not a Amazon issue. Amazon, wants to text a 6 digit code to my ******** phone number and I am no longer in ******** with access to that number. I'm about to undergo on April 11th travel to Argentina from ******** and take residence in Argentina. I have provided transaction codes, dates, purchase amounts, debit card information and everything that could prove I'm who I say I am but they refuse to change my number so I can get my stupid code, login should be enough, they will not work with me in any way whatsoever. They ask stupid questions like "what's in your watch later list" and things like that. I have no f***ing clue to any of that as I'm doing very intense PTSD treatment weekly and with PTSD a major effect is memory loss , time loss, and dissociation. I have my bank statements, my bank has offered to talk with anyone on my behalf to verify my Amazon digital library and the VA will assist as well. My digital library is very critical to my treatment because after intense therapy or a bad day I can get my mind distracted in the videos. Since I have been locked out and having no outlet there have been 2 self-mutilation incidents and they could have been avoided if I had access to my library with funny shows like ****** and Family Guy which always cheer me up. I asked for a refund so I can open a new account and get my library back and they said no refunds. I don't want a refund, I want my library so that I can live the best I can with PTSD. Is this how corporations are going to treat disabled veterans? I just want access to my account.
Business Response
Date: 03/23/2023
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 in accessing the account.

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.

Kindly, confirm the old phone number you've in the account and a new phone number you would like to get updated in the account. Once, the details are received we shall help you with it.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/22/2023
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.
on January 7 2023 Amazon issued a refund in the amount of $647 via my account the problem is they did not issue the refund back to my original bank card that was used to make the purchase with ( I always have any refunds issued back to the original card the purchase was made with) they issued the refund back to someones gift card I dont ever use gift cards and have not ever in all the years doing business at amazon had a refund issued to a gift card or used a gift card I have contacted amazon repeatedly about this issue and just get ignored i get no response ever I have email documentation from amazon stating that they issued the refund to another persons gift card I want the refund issued back to the original card I made the purchase with and its not my problem if one of amazons employees issued the refund to another persons gift card by mistake that is amazons problem but I want the Refund I am entitled to as per amazons return and refund policies I have been trying to resolve this issue with out having to take amazon to small claims court it will surly cost them more to go to court than issue me the refund I am entitled to because if I file a court case it will be here in ******** where I live attorney fees alone will exceed the $647 by a lot more
Business Response
Date: 04/05/2023
Hello Mr. *******,
.
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.

We're sorry to know about the issue with the refund for the order #***-2739719-6530635.

In this case, we request you to reply to our email and provide the below requested information.

1) Please confirm if you've encountered any suspicious activities on their Devices between 12/20 -1/7?
2) Confirm if you've requested a return or refund for the order #***-2739719-6530635 and if yes, have you returned the product.

We hope to see you soon.
Regards,

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

Complaint: 19633419

I am rejecting this response because:
you DO NOT want to come at me playing this game that Amazon is just now becoming aware of this matter because over the last 3 months I have sent numerous emails to Amazon Executive Offices starting with ******************* (yes I know he is not acting CEO) that's why I also emailed ******************* CEO and *************************** CFO I also emailed ******************************** and **************************** and I have copies and proof of mailing all the emails as well as delivery confirmations I also have numerous recordings of phone conversations I have had with Amazon customer service reps concerning this matter one of which a lady named Magen I spent over an hour on the phone with her and she typed a very detailed report concerning this matter and sent it to a specialized division within Amazons accounting and billing department and that was on January 29th 2023 at 5:25 pm mountain standard time which was still within Amazons return window policy for order
#***-2739719-6530635

The only susspious activity on my account was on January 7th 2023 when Amazon locked down my account and I could not get back in it untill January 8th 2023 and thats when I found out about the refund on order #***-2739719-6530635 for $647 being issued to a gift card and as I have stated before in the 10 years I have been doing business at Amazon I have not ever had a refund issued to a gift card I have always had the refund returned to my bank card that I used to purchase the item with and this is why I believe an employee at Amazon issued my refund to a gift card for themself all this went on when Amazon locked down my account and I could not get in my account until the next day also i have two fsctor authenification in place which means after i would enter my password the get in the account a code has to be sent to my cell phone via sms and you have to enter that code at amazons web site before you can access my account and there was no code sent to my phone on january 7th 2023 so how did a refund get issued to a gift card to someone else when the account was locked down by Amazon and the security code bypassed let me quess Amazon employee did this and no item was returned before issuing the refund and when i asked about sending the generator back i was told no you cant send it back if it has had oil and gasoline put in the generator because now it is hazardous material and there are strict laws about shipping hazarfdous materials and also amazon is supposed to provide free return shipping on returns with pre paid shipping label but amazon will not accept or pay for hazardous materials being returned so amazon tells you to throw away the item and issues a refund with out the item returned

Also a Amazon employee sent me an email outside of the BBB guidelines concerning this matter and masked the sending email address as BBB@ i have included a copy in pdf format and it shows the address masked sent from along with ************* at the top of the email

Sincerely,

******* (****) ******
Customer Answer
Date: 05/16/2023
the case i filed against amazon has been resolved they did the eight thing and refunded my account in full how do i **** this case as resolved and show that amazon did the right thing in honoring their policy and taking care of this customer

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