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

59,741 total complaints in the last 3 years.
21,450 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:02/27/2023
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.
Been an Amazon Prime Member for many years without issues. Moved in July 2022. Received packages at new address up until and including 9/20/22. Placed order on 9/29/22 They state it was delivered on 10/2/22. No package received. Received refund.Placed order on 10/8/22. They state it Was delivered on 10/10/22. No package received. Received refund.Placed order on 10/27/22. They state it was delivered on 10/28/22. No package received. Refund received.Order placed 2/22/23. State it was delivered 2/25/23. No package received. They refuse to issue refund.State they have proof it was delivered.My House has cameras. No deliveries on any of the dates.On two of the dates in 2022, they took picture of the house which is not mine. Looks like an apt building. I live in a single family home. I have also put instructions in delivery instructions.On 2/25/23 the tracker shows the package by ************** Roads in ** with a pin that has my name and address between them. These are no where near my current address.I have verified my address multiple times and spoke to multiple supervisors. I have not been provided with an escalation process above this level despite asking. Obviously a delivery issue, but can not tell me how to resolve.I have been told they will not refund me and they can no longer help me. Use a drop box location in future.Also been told I have returned too many things but I havent returned anything because I have not received anything to return.Tonight When upset they told me there is nothing they can do, there is no one to escalate to and they have other customers to help. I would like a refund and the seamless service I received for years up until 9/20/22
Business Response
Date: 02/28/2023
Hello,

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

I'm sorry that the package says delivered but was not received.

I've checked on it and I can see the issue was escalated to our team and they have investigated this matter. Based on the results of our investigation, we aren't able to provide a REPLACEMENT/REFUND for this order at this time.

Amazon isn't 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."

See ********************************************************************************************* more information.

We are unable to share any further insight or investigation details. Thank you for your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 02/28/2023

Complaint: 19509654

I am rejecting this response because:I have been addressing this issue since 10/2022.
on previous orders when I identified they were not delivered a refund was processed.
I called immediately on 2/25/23 when it said the package was delivered and tracking it it showed
a location nowhere near my home. I asked for pictures to be taken. They were not. If they were it would prove it was not my home. On 2 other dates pics were taken which show the delivery to the same apt building which is not my home.
You quote policy and not being able to refund but you have on at least 3 other occasions.
You claim you did an investigation but no one reached out to me for clarifying information.
in good faith you should refund the $ to the gift card used. In the future if I wish to use your services I will only ship to an Amazon box.
I would be happy to provide my security videos on the dates I have not received packages.

Sincerely,

*****************************
Initial Complaint
Date:02/27/2023
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 more than one occasion I have had an issue with an order placed with Amazon, payment being immediately received, being given a delivery date, not receiving the item by no fault of my own (be it that the item was delivered to the wrong address, left outside on the steps somewhere in the apartment community with no visible address and most recently an electronic item that I paid for as part of a larger order being deemed undeliverable by a message from Amazon but I have not yet been refunded for said item nor have I received the item but ** being told that I have to wait over a month and a half to get my money back. Now if the item is deemed undeliverable, that means that there was no intention of me receiving the item but Im being told that its being shipped back to Amazon and it could take up to 16 March but I have to wait until 19 March before I get my refund, how does that make sense? Amazon has no problem taking your money but lately theres been problems getting your money back when you dont receive a proper product. I am not the only one with this problem and I know it because my friend also had a similar problem with Amazon not wanting to refund her money or send her a proper return label. Can I please get help to get my refund? Thank you.
Business Response
Date: 02/28/2023
Hello,

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

I understand your concern regarding the refund for the reported order. I'm sorry for the inconvenience caused.

I've checked on it and I can see the item is not yet received back at our return center for the delivery that was refused. This is the reason it is not yet refunded. The refund will be issued as soon as the item is received back. This could take a maximum of 30 days. If you do not see any updates by March 19, please let us know, we'll be happy to help you further.

Thank you for your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 02/28/2023

Complaint: 19509373

I am rejecting this response because: Amazon keeps trying to claim that I refused the package but the package was never given an estimated delivery date like the other two items because it was never delivered nor on the way. I kept getting messages that there was a problem and the package couldnt be delivered please allow extra time for delivery. I didnt want to continue getting the date pushed back over and over because it felt suspicious to me so when I called for more information I just told the agent to cancel that part of the order because the other items had already arrived. There is no reason to hold my funds hostage and not return my money to me when the package was never in my possession. The package was never in route to my home with an estimated delivery date as you can see from the photos. All it says for order 2 of 2 is Amazon Day Delivery. If the seller Bestisan, is trying to scam Amazon or Amazon is trying to scam me, I am entitled to get my refund Asap because no product was ever delivered to my home. I shouldnt be held accountable for some suspicious activity going on between the seller and Amazon. Thats their issue.

Sincerely,

*****************************
Initial Complaint
Date:02/27/2023
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.com driver did not deliver order # ***-3047654-6019449 claiming that 2 attempts of delivery were made on 2/27 at 2:32pm and 6:11 pm because I did not provide him password while he never called **** was home both times, somebody called my intercome at both of that times, and I opened the building's door but a driver did not show up.For whatever reason amazon.com decided to make this delivery conditional upon providing their issued password, it never happened before in my experience with amazon.com since 1998.After this experience I requested to cancel this order and refund my money.amazon.com supervisor told me that he could not issue me the refund though he canceled my order since that the refund is conditional upon receiving the purchased item "Logitech * ********** Feedback Driving Force *29 *aming Racing Wheel with Responsive Pedals for ******************************" for a total of $293.95 though it still in posession of amazon.com On 2/27 at 7:34 pm I received email that my order deliver is stopped , at 9:18pm another email that my order will delivered by 10pm on tis delivery ay of 2/27 I need that amazon.com eitherdeliver my order on 2/27 or remove same day the pending charge of $293.95
Business Response
Date: 03/01/2023
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 you haven't received the item from the order #***-3047654-6019449 as scheduled. As the item is now returning back to Amazon, you want either a replacement or refund on the order. I'm sorry for the inconvenience caused with this.

I've reviewed the details of the order and see that the item is still in scanned as returning to sender. After the shipment has an "Undeliverable" or "Returning to Seller" scan, the item will be returned back to us within 2-3 business days. Once the return is processed you will receive an email confirming the return and refund details.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

If you don't hear about the refund by March 2, 2023 end of the day, Kindly reply back to this email to help you with a replacement or refund.

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:02/27/2023
Type:Order 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 an item from Amazon (plastic bags) on 02/26/2023, on 02/27/23 I received an item and on the app it indicated that the plastic bags had been delivered. When opening the package I could see that it was dove soap bars. When speaking to Amazon they could not send a replacement item, needed me to send the soap back and upon return they would refund my money in 5-7 days.
Business Response
Date: 02/28/2023
Hello,

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

I'm sorry that you have received a wrong item. I've shared the feedback with our team to avoid it happening again.

I can see the replacement option is not available at this time for that item hence our team have requested to return it for a refund. I request you to please return the order, once it is received and processed, a refund will be issued on your account.

I appreciate your cooperation and understanding on this matter.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:02/27/2023
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 an amazon seller on the Amazon site. On January 19, 2023 I requested the right to sell asin B09CF2G5VQ.I WAS APPROVED TO SELL THIS PRODUCT! I have included a photo of the approval as proof. Amazon does not dispute the fact that I was approved. When I went to create the listing they asked for an invoice with the following information:Select one of the document types below:At least 1 purchase invoice for products from a manufacturer or distributor Document must meet the following requirements:Dated on or after Sep 1, 2022 (within 180 days)Includes your name and address, matching the information in your selling account Include the name and address of the manufacturer or distributor Show the combined purchase of at least 10 units Omit pricing information (optional)Please note that, we may verify your submitted documentation by contacting product vendors you identify in your application. which I happily suppled (also attached). The problem is they have refused to contact the distributor or allow me to create the listing and sell the product. The distributor refuses to give me my money back because the tell everyone in advance that there are refunds. This is a very common practice among all licensed distributors. The greater problem is that I would never have purchased this product if Amazon had not approved me to do so. I've purchase product from this distributor before and sold it on Amazon, so I don't understand how they can give me the right to sell a product and then change their minds.I only purchased the product because Amazon informed me that I could. Now they won't let me. If I am not allowed to sell the product, which I purchased only because they allow it, I will loose $1,600. I have no other vehicle to sell this product and I should not have to
Business Response
Date: 03/02/2023
Hello,

Thank you for bringing this matter to our attention.

After reviewing your request and the information provided, we have denied the sellers application to sell ASIN B09CF2G5VQ products, and the Seller has received appropriate communication regarding this decision. The seller will need to re-apply through Seller Central.

Based on the nature of our work, we are unable to provide any additional information regarding our investigation. If you believe your request was incorrectly rejected, please submit a new case, providing additional evidence to justify a re-review. Any reopened tasks (with or without new evidence) will be resolved and directed to re-escalate via the standard path/self-intake to ensure proper triage.

Sincerely,
Amazon
Customer Answer
Date: 03/02/2023

Complaint: 19509033

I am rejecting this response because as I previously stated, I have already been approved to sell the products so there is no basis for the rejection. I purchased the products only AFTER receiving the approval to sell the products .Again, even Amazon admits I was approved. I only purchased the products because they approved me..

Also, their reason for the rejection is false. The rejection states that they cannot verify the distributors information, but I contacted the distributor and Amazon has NEVER MADE ANY ATTEMPT TO CONTACT AND VERIFY THE INFORMATION.

Sincerely,

*******************************
Initial Complaint
Date:02/27/2023
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.
My orders from AMAZON was not delivered to my apartment address but to another one and Amazon's own tracking delivery photograph proves it wasn't correctly delivered nor were my specific delivery instructions followed. After speaking to two customer service reps and it being an Upgraded complaint Amazon is refusing to Refund or Replace my money or items. This is my complaint.
Business Response
Date: 02/28/2023
Hello,

I am Mahendra 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 am sorry for the inconvenience caused to you with the Order ID: ******************* as you mentioned that the items were delivered to wrong address.

Upon check with the order details, we can see that the replacement order #***-2863366-9929007 is already created and the expected delivery will be Wednesday, March 1, 2023.

I request you to wait for the replacement order to be delivered, if the replacement order failed to deliver you can contact our customer service team for further assistance.

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,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 03/01/2023

Complaint: 19509076

I am rejecting this response because:It is only 1 of the 2 items I paid for. The other item was a Large size His Vis reflective Jacket that was not delivered to me.

Sincerely,

*******************
Business Response
Date: 03/08/2023
Hello,

I am Mahendra from Amazon.com.

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

I understand that you are referring to the Order ID #******************* for the item sesafety Reflective Jacket for Men.

Upon reviewing the order details, I see that you are already contacted our customer service team and the team requested you to shared the Police report for their investigation.

I request you to share the requested information so that the team can look into it and take actions.

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,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 03/08/2023

Complaint: 19509076

I am rejecting this response because: I didn't file a Police Report for an item that was Misdelivered which is not a Criminal matter that police investigate. A Misdelivered item on behalf of Amazon is a Civil matter which police don't investigate Civil matters.

Sincerely,

*******************
Initial Complaint
Date:02/27/2023
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 AM RESUBMITTING THIS CASE, I UNKNOWINGLY SELECTED THE RESOLVED OPTION FOR MY PREVIOUS CASE- I APOLOGIZE*January 29, 2023 I ordered a pack of toothbrush replacement heads, alongside many other items. They all arrived on time- no problem. I waited a couple of days and still nothing. I contacted Amazon about the missing package, and they reply with, At this time, Amazon isn't 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. Whatever, I moved on. February 19, 2023 I purchase a pack of pins, and the same situation arises. I wait an extra day, hoping for redemption, yet nothing. And they hit me with the same response.
Business Response
Date: 03/01/2023
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 got the details of the order ID: ******************* reviewed by our internal team and got an update on the request as below:

Were sorry to hear that you havent received your item(s) from order #***-7362432-8005834.

Based on the results of our investigation, we aren't able to provide a replacement/refund for this order at this time.

Based on the information provided by the carrier, we're able to confirm that your item was delivered with the same package weight and dimensions mentioned on our website.

At this time, Amazon isn't 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.

See ********************************************************************************************* more information.

We advise you to contact Lasership in order to pursue this matter further. We also recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.

Regards,

Naveen
Amazon.com
Initial Complaint
Date:02/27/2023
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 on Amazon.com on 2/23/2023, order number ***-5715279-7954650. Part of the package was listed as delivered on 2/25/2023 at 11:04 am. The package was not on my porch as marked by the tracking number. I chatted with Amazon several times from the 25th-27th getting the run-a-round. Constantly being told to wait for 24 hrs. Then today 2/27/2023 I get a response from the post office (I contacted them on the 25th as well), telling me they have marked the package as mis-delivered and would let Amazon know. I called Amazon again to let them know what the post office has said. They tell me to wait until after 7pm and chat back because they can't do anything until then. I contact at 7:04 pm and they tell me they have decided not replace the items or refund my money and sent this to me in an email: "Hello *******, Were sorry to hear that you havent received your items from order #***-5715279-7954650. Based on the results of our investigation, we aren't able to provide a replacement or refund for this order at this time. At this time, Amazon isn't 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." See ************************************************************************************ for more information.We advise you to contact **** in order to pursue this matter further. We also recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems. Thank you for your understanding.Best regards, Amazon.com" So now it's my job to either move to a safer neighborhood, though I am in a safe neighborhood. When I questioned why Amazon is choosing to keep money for undelivered items they don't know
Business Response
Date: 02/28/2023
Hello,

I am Mahendra 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 am sorry for the inconvenience caused to you with the Order **********************, as you mentioned that you didn't received the order.

Upon reviewing the order details, the concern team already requested for police report.

Based on the results of our investigation, we aren't able to provide a refund for this order at this time.

At this time, Amazon isn't 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 recommend you to consider a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

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,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 03/01/2023

Complaint: 19508993

I am rejecting this response because: 1. I was NEVER asked to get a police report. 2. Even if a police report was requested what would I report when the *********** has admitted they mis-delivered my package? I included a copy of the email I received showing this. Why is it my responsibility to locate a package the post office lost/gave away while Amazon keeps my money. I have of course started the dispute process with my bank and will provide a copy of this complaint as well. Why is Amazon stating yet again, that I need to have orders shipped to a "more secure location" when the post office messed up? My location is secure when packages are actually delivered to my home.

Sincerely,

*******************************
Initial Complaint
Date:02/27/2023
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 November 15, 2022, I placed an order on Amazon to buy two 12" memory foam mattresses. I ordered through a third party seller that Amazon had vetted and approved, TRANRIPIO-**. On November 25, 2022 one of the mattresses said it was delivered but the tracking information provided it said it was a ~ ****** oz product delivered in ********. My account has no addresses in ******** nor do I know anyone there. I went to customer service to raise my concerns especially since I had ordered two mattresses through Amazon. They assured me that they WOULD make sure I got a replacement. This made me feel better because Amazon was fully capable of doing this since they sold this very product. And, as they had vetted and approved this seller they were legally liable to fulfill the order as both stated to me by their representative (******** in the attached chat) and as dictated by ******** v. Amazon (2020) which covers Amazon's legal obligations as concerns third party sellers in the Third Circuit Court, which covers ************ (the state in which the order, and thus the sale, took place). After initially being assured replacements would be sent by the a representative, the following representatives said this was no longer what Amazon would do despite being solidly told this was what they would do by an employee and representative of the company. I was repeatedly offered a refund but explicitly told every representative I conversed with that I did not want a refund and that the only acceptable resolution was the replacement I was offered and assured I would get for both items. They continued to deny this request but I had multiple representatives say they would start various processes of redress on my behalf including contacting the seller, starting a special claims, and ordering the replacements. I was told I would be informed once a decision was made but have not be contacted since and recently they issued a refund for only one of the items against my wishes.
Business Response
Date: 03/01/2023
Hello *****,

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

I see the concern you have shared with your deliveries on the orders 113-0807138-2473009 and 113-2034825-1322635; I have looked up the matter in detail. While we regret the issue, we are not able to request a re delivery on the order.

I did see the Order ID: ******************* was fully refunded, while we are checking options available on Order ID: *******************.

We have reached out to the correct internal team to check all options in this regard, but in case a replacement order cannot be shipped, I would request you to place a new order for the item.

The team will reach out directly to you with an update on a refund or replacement on the Order ID: *******************.

Please allow 3-5 business days for an update. We appreciate your patience.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 03/28/2023
Hello Suwai,

Thank you for your response with next steps for resolving this. I missed the window for initial response because I was waiting on the Amazon employee to contact me with the follow up from their inquiry to their internal team. They never reached out to me or followed up through Amazon's website or through my linked email address. And they have not refunded one of the mattresses. Furthermore, they have not resolved anything concerning the first mattress and the refund they processed on it despite my explicit non-consent to this action. I am including a screenshot I took of my order history on Amazon to show that the one mattress is not refunded. Any help you can offer me is greatly appreciated.

Best,

***********************
Business Response
Date: 04/07/2023
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 about the delivery of your Order ID: ******************* and have looked into the issue.

This order does not have a replacement option as it was shipped by a third party seller, we are only able to request a refund in this matter.

You should see this refund in 3-5 days of issue and you will get a separate email advising of the refund. You could place a replacement order at your convenience if the product is still available.

I hope this works for you.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:02/27/2023
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.
After recently having to file a complaint about Amazon concerning their deceptive business practices, here we go again.On February 20th, I ordered two items from Amazon. Order #***-0440790-9697820. The delivery date was supposed to be Feb. 26th. On Feb. 25th I could see the item had arrived in **************, and apparently, from there, kept getting transferred from carrier to carrier. Apparently, it has been everywhere in ************** EXCEPT its intended destination.Despite arriving in SLC on the 25th, the item was not delivered as scheduled on the 26th. When I called Amazon to find out why yet another of my packages was not delivered, they told me it had been loaded onto the wrong truck, but that it was "for sure" being delivered on the 27th. Guess what. NO delivery again on the 27th. I called again to Amazon, and the service rep connected me with the carrier. The carrier informed me that they "might" deliver it in 2-5 days but were under no obligation to do so since it was "only a third class package." Amazon, if you are going to advertise shipping dates, at least try to be in the realm of the date you estimate. There's a big difference between Feb 26th and March 4th. Either fix the issues with your suppliers or provide your customers with realistic delivery dates. I've been down this road many, many times before with you and it's clear it is a pattern of behavior rather than a mistake.The last time it happened I filed a complaint and you begged me to give you one more chance. Like an idiot, I did that. And look where it got me. You absolutely did not deliver - in any sense of the word.You keep moving the goalposts. First you said if I did not receive it by the delivery date I could request a refund the next day. When I didn't receive it, you then moved that refund date out by one extra day. Now for the third time in a row, you are moving out that refund date.
Business Response
Date: 02/28/2023
Hello,

I am Mahendra 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 am sorry for the inconvenience caused to you with the Order ID: ******************* due to the delay in delivery.

I appreciate you making us aware of it. At Amazon, we pride ourselves in being the worlds most customer-centric company. Regrettably, our delivery partner couldnt meet our high standards in this instance.

We are taking highest possible measures to make sure the packages are delivered to the customers in time. However, due to unforeseen reasons we are still experiencing some issues delivering the items.

Upon reviewing the account details, we can see you were already refund and contacted us back after the order was marked as delivered to get charged.

The same confirmation email was sent to your email address on February 28, 2023.

I'll take this feedback and forward it to the concern team to work on it so that such things won't get repeated.

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,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 02/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I accept that this is the best I will get. I want to note that they did not exert any effort to help me. It was only due to my own efforts that a resolution was reached. There is an ONGOING PATTERN OF BEHAVIOR HERE. They clearly don't care at all about my business but if they care about their other customers they might consider addressing it. I will be seeking to limit my interactions as much as possible until they get their act together.

Sincerely,

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

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