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.
21,492 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: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 am filing a complaint against Amazon, regarding an account security issue that I have been trying to get resolved for almost a year now. It seems another person, who I know, also receives all of my alerts regarding my deliveries. When they receives these alerts, they are able to fully access my account and view all of my account information such as my purchase history, addresses and payments. . I have called Amazon many times about this issue only to be told that there are no other names or phone numbers associated with my account and no one understands why this is happening. I have been given suggestions such as having the person text STOP to a certain number, having them sign out of my account when they receive an alert, and I have even been told that I should change my phone number which makes no sense as the alerts are going to someone else's phone. This is a major security issue that needs to be resolved by Amazon
Business Response
Date: 03/20/2023
Hello Antonio,

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

I've reviewed your complaint details and I'm sorry to know that someone else is receiving notification regarding your Account history.

The information you received from our customer service team is correct. We take all security-related matters very seriously, and your account security is our top priority. We have polices and security measures in place to ensure that your personal information remains secure.

In this case, please reset your Amazon account password immediately. Please choose a strong password for your account or enable Two-Step Verification, a feature that adds an extra layer of security by asking you to enter a unique security code in addition to your password. Also, you can sign out of all devices from your Amazon account.

We appreciate you bringing this to our attention.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 03/29/2023

Good afternoon,

In response to this email stating that my complaint has been resolved because I have not responded, I received an email from an Amazon representative and responded to that email.

This case has still not been resolved to my satisfaction as I have to proof that it has been corrected.

Please do not close this case at this time.

Thank you
***********************
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.
I bought an Amazon $500 gift card. Created an Amazon account. The gift card was bought with cash. Amazon put a hold on my acct asking for proof of purchase I told them I bought a gift card using cash but sent them a copy of my bank statement showing where I pulled the $500 out my acct. I had last my receipt. They would not return the 500 to the gift card and closed my acct
Business Response
Date: 03/29/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Customer Answer
Date: 03/30/2023

Complaint: 19620472

I am rejecting this response because: I showed proof of how I got my gift card if they feel the need to close my account give me back my money. There was absolutely no reason to close my account and steal $500. They are wrong they need to return my money that is considered theft.

Sincerely,

********************* *******
Business Response
Date: 04/22/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 04/22/2023.
Sincerely,
Ann
Amazon.com
Customer Answer
Date: 04/28/2023

Complaint: 19620472

I am rejecting this response because:
I havent located any emails from Amazon Ive given enough time to receive this supposed email before I rejected this. Amazon is a dishonest company who steals from its customers. I will make sure my military associates on each and every base I enter sees exactly what type of customer service and thievery ********************** gets away with.
Sincerely,

********************* *******
Business Response
Date: 06/03/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 05/25/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 06/07/2023

Complaint: 19620472

I am rejecting this response because: Ive never received a response from Amazon

Sincerely,

********************* *******
Business Response
Date: 06/20/2023
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

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

Sincerely,
Amazon.com
Business Response
Date: 07/02/2023
Hello *****,

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

We are unable to re-activate your Amazon account which was filed with your **Mail address.

Please review to the **Mail sent on Saturday, July 1, 2023 at 9:59 PM (PDT)

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

Regards,
*****
***********************************.
Customer Answer
Date: 07/15/2023

Complaint: 19620472

I am rejecting this response because:
I never asked Amazon to reactivate my account I requested my $500 to be returned to me. This just shows Amazon refuses to even pay attention to my complaint I want my money back end of discussion. I will continue this until refunded this is wrong Amazon is nothing but thieves
Sincerely,

********************* *******
Business Response
Date: 07/29/2023
Hello *****,

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

We completely understand that you requested $500 gift card.

Firstly, we are unable to locate $500 Gift card where you have added it to an account.
And the account you are contacting us, is on hold for further investigation.

To review further, please share the **Mail address where you have added this Gift card or screenshot of physical Gift card.

We request your patience and understanding in this.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*****
***********************************
Customer Answer
Date: 08/02/2023

Complaint: 19620472

I am rejecting this response because:
I have told then over and over again that I'm not asking for any account to be reactivated. I'm requesting that they return my gift card I've repeatedly given the email address. I attached my bank statement , and they will respond with the exact email they sent above with absolutely no regards to anything I said at anytime.
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.
On 2/3/23 I purchased a gift card in the amount of $207 for a baby shower gift. The young lady went to use it and it locked her account. We have gone back and forth numerous time with Amazon about why they locked the gift card. Everytime I call they say someone will contact you in 24 to 48 hours. I purchased the gift card through my Klarna account and can show proof that I purchased it. I just want the card unlocked so she can purchase her stroller as I promised to buy. I don't have money to just throw away $207.
Business Response
Date: 04/17/2023
Hello *****,

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

I'm sorry for the inconvenience caused with the gift card purchased for a baby shower that locked the recipient's account.

I've reviewed the details of the gift card and recipient account details and see that the gift card balance is applied back to the recipient's account and the gift card balance is readily available in the recipient's account for use.

The recipient can view the gift card balance and usage history in their Account using the link provided below:

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

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:03/19/2023
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.
My listing ASIN: B0BY4X2KHQ was deactivated as duplicate of original asin by error. After I recieved perfomance notifications I will update title adding form of the product "Drop" and Size "0,33 Fl oz" and update main image. I have checked through amazon catalog that my changes were implemented and receive conformation from seller support. I have checked asin 100 times and confirm that there is no prohibited content and it fully corespondents of amazon policies. Also I a conformation I have uploaded Invoice from manufacturer. It's real ******* company with the landing page on alibaba and factory in *****. But my appaeal was rejected more than 20 times without any checking sometimes I recieved template answer that I didn't make any changes (but it's lying) - my product completely different product as Original ASIN: B0BW7SL261 (amazon.com/dp/B0BW7SL261). They have only common Brand HIBROU. And then I recieved declined for invoice!!!! But I can not attach another invoice beacause I have only this real invoice! it's real factory (I can attach any proofs about manufacturer) and amazon lying that my invoice not real. Amazon is lying and violating my rights. I am shocked by the employees who send an unreasonable refusal in 5 minutes. They don't want to check the supplier, contact him and make sure that I am providing the truth. They don't want to follow their own policies. It is enough to open the listing and make sure that it does not break anything, but Amazon does not want to do this.They just lie, they don't check anything. A blatant lie.I demand the dismissal of employees who lied to me and sent me answers without checking anything!
Business Response
Date: 03/22/2023
Hello,

We have reviewed the seller's appeal on ****: B0BY4X2KHQ and as per our guidelines we are unable to reinstate the **** and the seller has received appropriate communication.

Sincerely,
Amazon.com
Customer Answer
Date: 03/23/2023

Complaint: 19620404

I am rejecting this response because: Amazon is lying, I have completely adjusted the listing. Amazon does this specifically to remove the fee for the storage of goods or export. I provided all the changes and adjusted the listing. Amazon just doesn't want to check and violates its own policies and my rights. Reinstate asin B0BY4X2KHQ as sson as possible

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.
My Amazon account was hacked and the person changed the phone number associated with my account, hacked my email" and setup 2 step sign in. I could not log into my account to cancel it because the code for the 2 step sign in no longer came to me since the person changed the phone number and had my email access. I called customer service multiple times (probably ****) and was told I would have to send a copy of my driver's license so ********************** could verify it was me and the report would be sent to an Account Specialist and they would contact me to disable 2 step sign in so I could cancel my account. This all started 3/14/23 and today ia 3/19/23 and no one from Amazon has contacted me, so I still cannot log in to cancel my account which means the hacker continues to have full control of my account and access to my credit/debit cards saved in that account. The criminal was fully protected by Amazon and not the customer (me). I just want the account closed in hopes the hacker can do no further damage to me due to having my personal information. There should be a way to verify my identity much better than having to submit my driver's license. It is very disappointing and frustrating that Amazon did not take this serious and make an effort to help me so further damage wasn't done.
Business Response
Date: 03/21/2023
Hello ********,

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

I understand that your account was hacked by a third party and changed the phone number on the account and lost access to your email address. I'm sorry for the trouble caused with this.

To help you with this, I have got the details reviewed by our account specialist team and secured the account and sent an email to the registered email address with all the necessary information.

As you lost access to your email address, I request you to please contact your service provider to regain access to your email address.

For your convenience, I've attached the correspondence sent below:

We believe that an unauthorized party *** have accessed your account. To protect your information, we have done the following:
-- Disabled the password to your account.
-- Reversed any modifications made by this party.
-- Canceled any pending orders. You can ignore any confirmation emails that you received for these orders.
-- Restored any gift card balance that *** have been used. It *** take 2 to 3 days for the gift card balance to be available in your account.
-- Disabled the Two Step Verification in your account. Please reactivate it if appropriate.
Please allow 2 hours for these actions to take effect.

After 2 hours, you will be able to reset your password and regain access to your account. On the Sign In page, select "Forgot your password?" and follow the instructions. If you do not have a phone number in your account, we recommend adding it by clicking "Account Settings" on our Help page:
**********************************

In the meantime, we recommend that you do the following:
-- Make sure you do not use the same password that you use on other sites, including your email provider.
-- Actively monitor all your accounts, including your email, and any unauthorized change to auto forwarding or deletion rules of your email setting.
-- Review all recent activity in your payment methods, and report any unauthorized charges to your financial institution.

Once you regain access to your account, you *** need to do the following:
-- Re-enter your complete payment method information the next time that you place an order.
-- Re-enter any addresses that you recently added to your account.
-- Check your subscriptions, if you have any. You *** need to update them.

To ensure the safety of your account, please enable Two-Step Verification on your account by going to "Your Account", then choosing "Login & Security" from the menu, and then clicking on "2SV Settings".

We also recommend you to add your mobile phone number in your account. If you had already added it, please review it is updated.

To learn more about TwoStep Verification and what you can do to secure your account, please visit our "Security & Privacy" page.
**************************************************************************

If after 2 hours you have any trouble accessing your account, contact our Customer Service:
Customers in *****************: ************** Customers in ******: **************
International customers: **************

To help us improve your experience, click the link below to take a quick survey:
***************************************************************************
You *** contact us via phone to speak to our account specialist team. To contact us, visit ******************************************************************* follow the prompts.
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:03/19/2023
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 March 7, 2023 Order# ***-5505207-6442637 was placed with Amazon for a mens hair system for a total of ******. I received the item on March 10th, and it was completely incorrect color-wise. This was highly frustrating but of course part of shopping online is the risk of not seeing something in person, and is mitigated by "easy returns" that Amazon not only promotes, but has entire programs dedicated towards. No fewer than ******************************************************* Whole Foods store and received INSTANT refunds or within an hour or so. I have also been a paid Prime Member for over 15 years and at one point was spending over 100K a year on Amazon with my small business needs. I would say that I depend TOTALLY on Amazon's prior policy of "easy returns" as a metric of continuing to do business with them. This item in question however has been a nightmare. Not only did i return the incorrect men's hair system the SAME DAY i received it, the item was received BACK at amazon two days later in their warehouse. The absolutely infuriating part is that they will not even give me a credit back to purchase the correct item, when it was their mistake from the beginning sending something incorrectly labeled to me, the customer. I have tried 4 separate times to get through to someone who is rational and would just give me the same treatment I've always had, and refund the credit to my account so that I can go on with my life. The treatment has been HORRIFIC, and they claim they have 60 days to return the money which is COMPLETELY absent on any of their posted return policies. This is unacceptable business policy, horrific customer treatment and just needs to be addressed NOW. I am so furious at this type of unfathomable customer relations that I would never do business with them again if i didnt wholly depend on them for so many items I cant find anywhere else.
Business Response
Date: 03/20/2023
Hello ******,

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

I've reviewed your complaint details and I'm sorry for the inconvenience you have experienced with refund for your return on order #***-5505207-6442637.

Once the carrier has received your return package, it can take awhile to arrive at our returns center. We ask that you wait 14 days from the carrier's first return scan on your package to allow for any delay in delivery or processing.

I understand your concern but, some items may take up to 30 days. Even, if we want to initiate a refund request, system will not allow us to process refunds on active return label. Hope you will understand our limitations in this regard.

Refer to our Refunds page for more information:

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

Upon checking, I can confirm that Amazon received your return on Mar 14, 2023 and refund of $194.89 processed on Sunday, March 19, 2023, to your Amazon gift card balance.

We appreciate your bringing this to our attention.

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

Regards,

Sandhya,
Amazon.com
***********************************
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.
I RECEIVED THE ATTACHED POST CARD FROM AMAZON ASKING FOR A REVIEW OF A PRODUCT I PURCHASED FOR A $30. CREDIT. I FOLLOWED THE REQUIREMENTS AND NEVER RECEIVED THE CREDIT. THE ONLY COMPANY WHICH HAS THE ADDRESS WITH THE NAME ***** ***************** IS AMAZON WHICH THE POSTCARD CAME FROM. SEE ATTACHMENTS. I called Amazon to follow up on my credit and received no help. I had to insist on filing a complaint and be transferred to the fraud department and asked to speak directly to them. They refused. I asked for the fraud ***** me for an update and see if they wanted the postcard.. They said they can't have the fraud department contact me. I followed up and sent Amazon pictures of the postcard front and back. NEVER HEARD BACK FROM THEM. NEVER GOT MY CREDIT. THIS SCAM IS KNOWN TO AMAZON AND THEY APPARENTLY CONDONE IT.
Business Response
Date: 03/21/2023
Hello,

Thank you for letting us know that this Customer Reviews issue *** violate our policies.

We have investigated the situation, and have taken the appropriate action. For privacy reasons, we cannot share the results of our investigation with the reporting party.

Amazon Review Moderation team
Customer Answer
Date: 03/24/2023

Complaint: 19620227

I am rejecting this response because:Amazon did not respond. They said nothing and gave no reason for scamming me. I sent documentation.

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.
On January 6th, I received an email from Amazon stating that my account is closed. There was no reason given in the email. When I tried to log in to my Amazon account, I was asked to fill out a form with my address and credit card information. I did that but my account remained locked. I called the "log in issues" department a dozen times, and every time they escalated the issue to an account specialist and promised someone would get back to me. I heard back only once, with the email saying my account was under review, but that was it and I never got the account unlocked nor received a written explanation as to why it was locked in the first place. During one of the calls, the support agent said my account was closed by the gift cards department but didn't provide any other information. I have a significant amount in my gift card balance, and all my digital media and order history is in that account.
Business Response
Date: 04/08/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 04/04.
Sincerely,
Ann
Amazon.com
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.
Date March 18, approx time 23:10 EST. After trying for over an hour to use Amazon ***** to connect & control another device, I called customer **************************** customer support. After approximately two more hours of random attempts by five different tech support representatives I concluded that none of them had any idea how to troubleshoot the issue. If the Amazon team can't support their devices I would like to have access to the log data from my device so I can narrow down where the problem is.My ask: I want access to precise error codes and error messages when the communication between devices fails, I also want access to logs that include id's / IPs of the devices that ***** is talking to. If Amazon, can't support inter devices communication, they need to stop advertising this capability.
Business Response
Date: 03/23/2023
Hello *********,

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

I'm sorry to hear about you not being able to use your Echo to control your Roku.

I understand you've done all the basic troubleshooting with no success. To further look into your experience and address your concerns, we'd appreciate if you could provide the following information:

Device Serial Number for the Echo
Device Serial Number or Name for the Roku
Alexa App version
Were you experiencing this prior to updating?
When did you most recently attempt to control the Roku?

You can confirm the serial numbers and active devices on your account here: ********************************************************************************

We're working with our developers to further look into your experience and I'll follow up with you once I have additional information.

Please feel free to contact us directly by replying to ***********************************************.

Regards,
Pratap
Customer Answer
Date: 03/25/2023

Complaint: 19620113

I am rejecting this response because: you are not addressing the core issue I am raising.
Thank you for your feedback. It sounds like you are going down the path of addressing my specific roku integration problem. Although I am happy to provide the details you are requesting (or you can get it from my support case notes), I want to underline this complaint is about improving your system and customer support experience.
Your architecture and inter-systems integration handshakes should have provisioned diagnostic data collection (like: error code 500, 400, application error detail, etc) that should help isolate problems. If you dont expose this data to your support team, please provide logs access through your app such that end-users can self-diagnose. In case of device communication failure, please provide the reason: network access problem, authentication problem, broken API handshake, third party error handshake, etc

In summary, at this point I am less interested in solving my specific roku integration problem, and more interested to know what actions you are taking such that for future issues, I dont have to ***************** team.
If you want to showcase your diagnose capabilities and that you have a competent engineering team, I will entertain another conversation around my specific case; but, to be clear, I would not waste my time with yet another customer support representative asking me to do random things (like logout and log back in from my account, or clear my phone cache). Either you will be able to tell me what the error is or don't bother.

Lastly, a bit of advice: you may want to change the opening statement from your customer support representative handbook: rest assured I will be addressing your issue. Clearly, your team has neither the skills nor the tools to make that statement.

Sincerely,

*****************************
Initial Complaint
Date:03/18/2023
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.
Amazon driver will not deliver packages to my address or leave packages at my front door.I'm a disabled retired army nurse. I can't walk very well. The same driver will leave packages unsecured in front of the rental office .The driver is on cameras every time she does bad delivery. All my neighbors receive their packages without problems. I didn't know that it was okay to discriminate and gaslight disabled customers.
Business Response
Date: 03/20/2023
Hello,

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

I am so sorry to hear of the issue you have shared with us regarding Amazon Driver not delivering packages to your address or leave packages at your front door.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct
team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

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

Regards,
Pratap
Customer Answer
Date: 03/28/2023
order numbers 113-2676297-4313054, 113-6354441-4007448, 112-5548192-2396208,
Business Response
Date: 04/03/2023
Hello,

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

I'm really sorry the service we provided was not up to the usual standards you've come to expect from us at Amazon.com. I hope you'll give us another chance to prove the high quality of service we normally provide.

An Internal delivery instruction is able to be seen by the drivers and help deliver your items at a more specific place. The internal delivery instructions we have at the moment state: Deliver to front door of Apt ****. Disabled Customer!

Youre able to add delivery instructions for your current order or permanent use for future orders.

For current order:

For your current order, you're able to self-serve and update your delivery instructions before the progress tracker shows "Out for Delivery" by going to the Order Details Page and selecting Edit Delivery Instructions.

You're also able to follow your Progress Tracker for future status updates and contact the driver using the "Contact driver" feature within the Progress Tracker on the app.

For permanent use:

1. Log in to your account and go into your address book.

2. Click edit on your default address for grocery orders on Amazon.

3. Select "Add preferences, notes, access codes and more" under delivery instructions.

4. Include your safe places, access codes, or additional delivery instructions.

5. Click "Save changes."

Thanks for choosing Amazon. 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 in this matter.

Regards,
Pratap

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