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

59,770 total complaints in the last 3 years.
21,536 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:03/19/2023
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 make frequent purchases with Amazon.com and seem to have problems with shipping. Most of my items are transferred to the ************** and then cant be delivered to my street address. I am a member of Amazon Prime and they have trucks that make deliveries to peoples homes. When it comes to ordering items that are bulky and heavy these Prime delivery should be the ones making these deliveries and not transferred to the *********** where they are left for someone to pick them up. The membership of Prime should cover all who pay this every month.
Business Response
Date: 03/21/2023
Hello *********************,

I'm Arun 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 the complaint and understand your concern regarding the order delivery issues.

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

I'll surely take this as a feedback from you and will forward it to the appropriate team for further review on it.

We'll make sure that these issues are not repeated and orders are delivered at the provided address.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 03/22/2023

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:03/19/2023
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 am writing to file a complaint against Amazon.com regarding the refund process for my Order ID: *******************. I have been a loyal Amazon customer for years, and I am disappointed with the lack of communication and delay in resolving this issue.I requested a refund for the item, and Amazon acknowledged that the item is on its way back to their fulfillment center, and they would process the refund as soon as it arrives. However, after waiting for two weeks, I did not receive any update on the refund status. I contacted Amazon customer service several times, and I received conflicting information about when I could expect the refund.I have attached the email exchange between Amazon customer service and me for your reference. As you can see, Amazon's customer service agent stated that it could take up to two weeks for the item to arrive at their returns center and the refund would be processed within 48 hours of the receipt. However, even after two weeks, I did not receive the refund, and Amazon did not provide me with any explanation or update.As a consumer, I expect transparency, clear communication, and timely resolution of my issues. Amazon's lack of communication and delay in processing the refund have caused me significant inconvenience and frustration.Therefore, I request that Amazon refunds the full amount for my order, including any applicable fees or charges, and provides me with an explanation for the delay and lack of communication.Thank you for your attention to this matter.Sincerely,******************************
Business Response
Date: 03/21/2023
Hello **************,

I'm Arun 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 the complaint and understand your concern regarding the refund for the Order ID: *******************.

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

I've checked and see that the refund for this order will be processed automatically to the original payment method by the billing system.

I've raised a request for the order refund and it will be processed at the earliest possible.

If there was any alternative to get the refund processed from our end, we would have surely helped you.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 03/28/2023

Complaint: 19621785

I am rejecting this response because Amazon.com did not provide a satisfactory solution to my issue and failed to process the refund that was requested.
Despite my efforts to resolve the matter, I have yet to receive a refund for the purchase in question, and the issue remains unresolved. I am disappointed with the lack of action taken by Amazon.com and feel that my concerns have not been adequately addressed.
I kindly request that Amazon.com review my case again and take appropriate action to resolve the issue and process the refund as soon as possible.
Thank you for your attention to this matter.
Sincerely,
Diogo Brazioli

Sincerely,

**************
Business Response
Date: 03/30/2023
Hello **************,

I'm Arun 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 apologize for the inconvenience and delay.

I've already escalated this issue to the appropriate team for refund and it will be done at the earliest possible.

I would request you to wait for the refund on the order.
Business Response
Date: 04/02/2023
Hello **************,

I'm Arun 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 that your package didn't arrive. It looks like your package was marked as undeliverable and will be returned to an Amazon *************** 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.

or else I can issue a refund for the order total through gift card balance as its the only option I've got.

Thank you for your understanding.
Regards,

Arun
Amazon.com
Customer Answer
Date: 04/03/2023
Complaint: 19621785

I am rejecting this response because I urgently need my refund and amazon did nothing to help me for real.
Sincerely,

**************
Initial Complaint
Date:03/19/2023
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 #***-1076880-2791428 was placed on March 1 for a food product with a limited shelf life. As of March 19, the product still has not been delivered and the estimated delivery date has been pushed back at least three times. Contact with the company's online chat has resulted in plenty of excuses but no actual resolution. No product has been delivered and no refund has been offered. I am suspecting that the company has fraudulently taken my money and has no intention of delivering my product, which is likely past expiration date since it has been nearly 3 weeks since the order was placed..
Business Response
Date: 03/21/2023
Hello **********************,

I'm Arun 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 the complaint and understand your concern regarding the Order ID: ******************* delivery issues.

I apologize for the inconvenience.

I've checked and see that the order has been delivered at the provided address as per the order tracking.

We'll not be able to take any action on it from our end.

Also, if you wish to remove all the personal information from the Amazon account and server, you can get the account closed and delete your data.

Protecting your privacy and the security of your data is and has always been a top priority for us. The most secure and straight-forward way to submit the request is to follow the steps below:

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu, tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and click "Close My Account."

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 03/22/2023

Complaint: 19621733

I am rejecting this response because:
Order was placed nearly 3 weeks before eventual delivery. There is NO reason it should have taken that long, especially considering I can make overseas orders that arrive faster than the 20 days it took this order. Some form of compensation is appropriate given the unacceptable delivery time and other circumstances regarding this situation.
Also, I'm not taking extra time out of my schedule to delete my account. That is something you are perfectly capable of doing yourselves, so stop being lazy, stop forcing customers to do your job, and do it yourselves already.

Sincerely,

*******************
Initial Complaint
Date:03/19/2023
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.
Ordered Bedrug Classic Bedliner [BRR19DCK] from Amazon.com on 2/11/23. Item price was $271.00. Order total was $297.96. Order number 111-7121070-8464256. Paid in full at time of order with my registered payment method. Item was a "Used - Very Good" Amazon Warehouse item. No condition defects or missing parts were noted in its description. Only thing noted was "Item may not come in original packing." Item was noted as "in-stock" "available" at time of order. Original delivery date was given of 2/16/23. Item never arrived. On-line checks at Amazon.com showed item was being "prepared for shipping," and new "arrive by" dates were "anticipated." When item never shipped by 3/10/23 I contacted Amazon customer service. **********************'s Messaging Assistant, as well as one of its Associates, *****, "confirmed the order" and said it was "preparing to ship." When it never shipped by 3/16/23, I again contacted Amazon. First **************** Associate I talked to said the item "was out-of-stock"--something I had not been advised of previously--but that I "could place a new order." When I asked about the price because it had increased approximately $200 since I placed the 2/11 order, he advised that since "it was Amazon's fault on dropping the ball on the order" and not mine, he was transferring me to another associate to adjust the price on the new order to reflect the original order price of $271.00. Transferred to a Sarika. She again "confirmed" the order, but said Amazon could make no price adjustments as it was "no longer in stock" and she was "cancelling the order." The order is still showing-up as "being processed for shipping" on my account as of this date. I'm just trying to find out what's going on with this order. The item was shown as "available" and "in-stock" when ordered. The order was repeatedly confirmed by Amazon who also confirmed it was "being prepared for shipment." Willing to work with Amazon on a comparable item at a comparable price--if it wants my money.
Business Response
Date: 03/21/2023
Hello **************,

I'm Arun 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 the complaint and understand your concern regarding the Order ID: ******************* pricing issue.

I apologize for the inconvenience that you've experienced.

I've checked and see that the product pricing is $297.96 and tax has been applied. Here is the order payment summary for the order:
Order Total:
Subtotal: $271.00
Shipping & Handling: $30.81
Total Promotions Applied: $-30.81
Tax: $26.96
Order Total: $297.96

We'll not be able to price match or make changes on the order pricing in this case.

If there was any option, we would have surely helped.

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

Regards,
Arun

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

Complaint: 19621584

I am rejecting this response because: In the interim between filing the original complaint and today, I reached out to the Seller, Amazon.com. It admitted the 2/11/23 order was still viable, but with an unknown ship date. However, I found the identical item from another vendor at $100 less, new-in-box, and free shipping--unlike the "used" item from Amazon Warehouse. So, I cancelled the order with Amazon for this item. Amazon, you snooze, you loose. You need to up your **************** game. It's a competitive business model out there anymore, even for a multi-billion dollar platform like Amazon.

Sincerely,

*************************
Initial Complaint
Date:03/19/2023
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.
Hello, my complaints regarding Amazon is difficult to explain but I've filed complaints with Amazon multiple times due to every order i placed my packages always kept coming back damaged. I would request that they put my packages in boxes with bubble wrap to protect it and Amazon says they will write the suggestions but won't implement them and they still keep sending my items in flimsy plastic sleeves that have cheap thin bubble wrap that doesn't protect anything a lot of the items I buy are fragile or the cases aren't strong like a movie case or videogame. I'm really tied of getting broken packages all the time. Just recently 2 days ago I ordered a Fairy Tail anime part 24 and the first order came super broken & it was like pulling teeth to get them to replace ****** mentioned all issues and requested to have them package the replacement in a box and they still didn't do that so now the replacement order is also broken and damaged. Then the delivery driver didn't even bother to hand me the package when I had my door open and I was standing there as the guy walked up. Instead the guy just threw it at my feet and then took a picture to show he delivered it and then left. That guy was nice enough to say hi but rude how he handled the whole situation. Amazon is giving me the run around about all of this, they won't replace the item again to make things right and even though I asked and had them put a notice on my order to protect the package with bubble wrap and a box they still didn't do it. So I'm not sure what to do to get this to be resolved. I am a prime member and this is how they treat their customers they charge you $150 a year for prime membership and this is the service level you get. Honestly to resolved this for satisfactory is to have them send another replacement and give me a full refund for my troubles. This item was on sale for ***** so it was selling out fast, as a **************** I shouldn't have to settle for broken merchandise on 88% of my orders
Business Response
Date: 03/30/2023
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 am so sorry to hear of the issue with damages to the packaging on your deliveries, we really appreciate your taking the time to write us about the issue.

It's very important to us that our customers receive the products they purchase from Amazon on time and in good condition. Shipments that are received damaged are inconvenient for you and costly for Amazon.

The packaging methods we use have typically proven over time to protect items effectively. We take full responsibility for packaging your order so that it arrives safely. Were constantly working to reduce and eliminate packaging waste, while getting your orders to you in packaging that protects the items.

If you require a replacement or a refund in exchange for the return of your original order, you can return it in accordance with our 30-day returns guarantee. Please visit our ********************* for our full policy, where you can submit your packaging feedback and get a printable personalized return label:
**************************************

Were constantly working to reduce and eliminate packaging waste, while getting your orders to you in packaging that protects the items. Over the past few years programs like our Frustration Free Packaging program have eliminated more than ******* tons of packaging materials or more than 1.4 billion shipping boxes.

Well use information collected from your order to help assess and improve the quality of the items packaging to ensure that we are delivering a great customer experience.

We appreciate your feedback and have forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:03/19/2023
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.
On July of 2020 I purchased two Amazon gift cards at a Lowes. both gift card were in the amount of $200. I redeemed my gift cards on to my Amazon account and I was locked out of my account due to suspicious activity I been going back and forth with customer support after all that ********************** voided my gift cards for no reason. Til this day Im still calling them because I paid 400$ for those gift cards and Amazon needs to refund me my money. Also gift cards do not expire.
Business Response
Date: 03/30/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 3/30/2023 confirming account reinstatement.
Sincerely,
Amazon.com
Customer Answer
Date: 03/31/2023

Complaint: 19621517

I am rejecting this response because i sincerely just want my money back. Ive been going back and forth with Amazon for two years now. The response I received was that they reinstated my buyers account but that does nothing for me. The gift cards are not going to be on the account because the gift cards have already been voided. Furthermore Ive already discussed with 3 or more associates from Amazon that i no long have access to the email that they are referring too. Ive gone through there process too many times and nothing gets resolved. they voided my gift cards for no reason not mention that they also deleted my account. I have provided proof of purchase, why cant Amazon just do the right thing and just send me a check. Its saves me the stress from having to do business with them.

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

I'm Arun 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.

As per the update from the team, they've restored your access to this account. You can now sign in and place orders.

However, you'll need to contact the store where the gift cards were purchased for further assistance as we'll not be able to take any action on the store brought gift cards from our end.

If there was any alternative from our end, we would have surely helped you further.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:03/19/2023
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 built my home at ************************************************* ******* a year ago and ever since moving into my home o have never been able to have a package delivered by amazon logistics. Every single person in my neighborhood always gets stuff delivered from logistics except my house. After speaking with a member of the logistics team in December of this last year i was informed it was because my home appears to be a vacant lot on the gps so everything routes to ***** she stated she would fix this and yet everything still gets delivered by **** affecting my delivery dates since it has to be transferred from a logistics facility 5 miles from my home to the post office. I never get anything next day or 2 days anymore when i always used to always get stuff next day i even used to have the option of same day delivery before moving.
Business Response
Date: 03/20/2023
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 that you have shared with your deliveries and have looked up the location you have shared. We will not be able to offer any billing adjustments on the issue but will definitely try to get your deliveries fixed.

The location does show up as an empty lot on Maps as you can check with ****** or Bing.

I would recommend you reach out to **** to see if they can update the address on their system. You might also want to reach our Logistics team over chat or call to provide them the correct location coordinates to the location on Bing or ****** maps for assistance. The Logistics team will review your information and offer all possible assistance.

We would like to ensure you get your packages correctly and safely; and will work with our delivery partners to ensure you get the delivery speeds you are accustomed to in the past.

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

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 03/21/2023

Complaint: 19621421

I am rejecting this response because:
I will not be accepting this resolution and i will be informing the bbb as well. I would suggest getting the vp or president of logistics involved in this and escalate it up the chain as i have already spoken with the logistics team on numerous occasions with no resolve. If you check apple maps it actually shows a house on my lot.

Now as far as the false advertising goes for the products that i had ordered yesterday stating if ordered with in the next hour and 48 minutes you will receive them tomorrow what is your response to that.
Sincerely,

*****************
Initial Complaint
Date:03/19/2023
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.
Although there was no problem in my account that I created for shopping, they closed my first shopping and they do not open. Supporting documents are attached.please activate my account.
Business Response
Date: 04/13/2023
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 04/13/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:03/19/2023
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 received 3 Amazon gift cards, $25 dollars each, from friends but was not able to redeem them when shopping on Amazon. Today I called Amazon customer service. I was told they have been refunded to my friend, the purchaser. The cards are locked and useless, and I should contact my friends to send the cards to me again. I have no idea how Amazon could do that. It's ridiculous! Isn't gift card treated as cash when shopping on Amazon? If fraud is a concern, the shipping address can be easily traced back, why as a customer I should take the loss?
Business Response
Date: 03/20/2023
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 Gift cards. To help you with this, I request you to write back with order ID/Gift Card ID or Claim Code so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 03/28/2023
Hello,

The response from Amazon basically told me they can not do anything because their internal system does not allow them. It's more like a excuse than a solution.

The back of the gift cards states "No expiration dates". But Amazon refunded it to the purchaser, and now claimed they can not do anything about it because their internal system does not allow them. This inconsistency really shocks me, it's nothing more than saying "Sorry I lied" from a customer perspective.

I'm not satisfied with their response at all.

Thanks,
Hong
Customer Answer
Date: 03/30/2023
Hi Suwai,

Thank you. Here are the claim codesb of my 3 gift cards, which I gave to Amazon customer service with first name Naveen last week:

J25C-78LUXP-5AM9
8SRX-R4AJAV-LUBT
DXP2-LZ8XKL-WVL9

Best,

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

I'm ****** 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.

As informed before, Upon checking I see that funds has been already refunded back to the purchaser. Hence system won't allow us to issue the refund or take any actions on this gift cards now.

Thank you for your understanding. 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.

Regards,

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

The response from Amazon is not acceptable. It basically told me they can not do anything because their internal system does not allow them. It's more like a excuse than a solution.

The back of the gift cards states "No expiration dates". But Amazon refunded it to the purchaser, and now claimed they can not do anything about it because their internal system does not allow them. This inconsistency really shocks me, it's nothing more than saying "Sorry I lied" from a customer perspective.

I'm not satisfied with their response at all.
Initial Complaint
Date:03/19/2023
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 placed an order for pair of sunglasses (2 quantity - 2 pairs) on 3/18/23, because the price dropped and the total was $32 after shipping and taxes. Few hours later, Amazon send me an email saying the order was cancelled without providing any reason. I went back to the item page and the sunglasses are still in stock but the prices went up. Amazon said the seller cancelled because the item was out of stock which is a lie. Order #***-7760079-1614613
Business Response
Date: 03/20/2023
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.

Thank you for reaching about the cancelled order on Order ID: *******************, we regret the inconvenience caused. While we understand your concern, we will not be able to require the seller to ship the item once cancelled.

In this case, the cancelled order was placed directly with the seller who handles the shipping and returns directly. The item is still available with a different price but fulfilled by Amazon.

At times, popular or highly competitively priced items are limited in quantity and may be sold out quickly. We are not able to require the seller to deliver the product. The best option in this case is to reach the seller for checking alternative options or to place the order all over if it is available on the website.

On this occasion, I'd like to explain that pricing for merchant items are determined by the individual merchant--not by Amazon.com. We will not be able to speculate on seller inventory or require them to ship once an order is cancelled.

We appreciate your feedback and have forwarded it to the correct team internally. I do not have any other information at this time.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 03/22/2023

Complaint: 19620788

I am rejecting this response because:Amazon will not provide me with a copy of the order detail that shows the initial purchase is from the seller who cancelled the order. I cannot find any different seller for the Duco sunglasses, so I believe Amazon made a mistake when I ordered the sunglasses that it assigned my order to a different seller who didn't have the item in stock. When I ordered the item, the website shows shipping will be fulfilled by Amazon. I'm not asking Amazon to require the seller to ship the item after cancel, but I'm asking that Amazon or it's seller cannot cancel my order for the reason of price change.
Amazon needs to provide me with a copy of the order detail otherwise I reject the excuse that there's a different seller involved - there's only **************** selling Duco sunglasses.

Sincerely,

*****************
Business Response
Date: 03/24/2023
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.

While I see the ask you have for the order to be reinstated, the response provided was correct. We will not be able to reinstate the order or provide an exchange on a cancelled order at this time.

We are not in a position to speculate on the reason for cancellation of the order. In this case, the current price prevails.

If you believe the seller is the same, you could reach them for assistance by visiting the Seller Page and using the link on the top right - "Ask a Question".
**********************************************************;

Pricing for merchant items are determined by the individual merchant--not by Amazon.com. We will not be able to offer a billing adjustment or require the seller to deliver at the same price.

Please refer the below link for assistance.
**********************************************************************************************************************************************************************.

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: 03/28/2023

Complaint: 19620788

I am rejecting this response because: Amazon still hasn't provided me a order detail that shows who the seller is on the statement. Also, Amazon has not provide me an official reason/statement as to why the seller cancelled the order.

Sincerely,

*****************
Business Response
Date: 03/30/2023
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.

While I see the concern about the cancellation, the response provided earlier was correct. As the order was placed with the seller, we will not be able to speculate in this matter but you can ask the seller for their reasons.

You can view and print your invoices through Your Account. You will be able to see the name of the seller there. Here's a link to the invoice you asked about:
*************************************************************************************************;

You can view orders by visiting Your Account (******************************************). Sign in with the account on which the orders were placed. From Your Account, click the "Your Orders" button to access your order history.

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: 04/01/2023

Complaint: 19620788

I am rejecting this response because: The link provided does not work, I cannot see seller information anywhere. Can you provide me a PDF version of said invoice for order #***-7760079-1614613 with seller information?

Sincerely,

*****************
Business Response
Date: 04/04/2023
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 hope you were able to get the information on the invoice and am sorry to hear of any misunderstanding on reaching the seller.

When you go to the Order Details page on your account, you can click on the name of the seller, "jianghaisheng01", to get access to the sellers home page.

I share the specific link here for your reference. **********************************************************;

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

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

Complaint: 19620788

I am rejecting this response because:again, I'm asking for a copy of the invoice and/or order detail. I have provided a screenshot that I do not see this seller "jianghaisheng01", anywhere in My Order page. I check and the only seller comes up is ********************** I don't know how or where this jianghaisheng01 came from and I'm baffled that Amazon says my original order is from this seller jianghaisheng01. I have bought these sunglasses before and I know it wasn't from this seller. Amazon needs to show me a copy of the invoice or order detail.

Sincerely,

*****************
Business Response
Date: 04/09/2023
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 that you were not able to locate the seller using the link earlier and have reviewed the matter. While we can relate to this, I was unable to locate any other products sold by this seller as well. I would not be able to speculate on the current status of this seller.

As we advised earlier, pricing for merchant items are determined by the individual merchant--not by Amazon.com. Amazon regularly monitors the prices of items on our marketplaces, including shipping costs, and compares them with other prices available to our customers.

If we see pricing practices on a marketplace offer that ***** customer trust, ********************** can remove the offer, suspend the ship option, or, in serious or repeated cases, suspending or terminating selling privileges.

Customers can learn more information about the rules sellers must follow by using link below:
*******************************************************************************;

As the order was cancelled and not shipped, there is no question of an invoice being generated. This only happens once you are charged and the items(s) shipped.

We appreciate your feedback regarding the seller and had forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

Regards,
Raman R.
Amazon.com ****************

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