Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,249 total complaints in the last 3 years.
21,810 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:02/23/2023
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.
Hello Better Business Bureau I sincerely got frustrated with the way Amazon treats its sellers, and after coping with unfair for some time I decided to pull the plug and quit Amazon. Along with that decision, I realized that there is some of my money still placed on my Amazon account, and I had to wait mandatory period to get them to me. I complied with that requirement, I waited mandatory 90 days and sent an appeal to Amazon to receive my funds but I have been rejected for the made up reason by Amazon.This situation is frustrating and non-comprehensible to me, since I just want to have my money back, my money that I earned while selling goods on Amazon. The fact that Amazon holds to my money and refuses to return them to me is ridiculous and cannot be considered as something fair. The whole problem is started when the violation for the misbranded appeared in my Account Health despite the fact, that there is no such thing as brand in Amazon terms for the product that I have been selling, and despite all my efforts to explain such fact to the team, I have been rejected all those times. Team repeatedly ignored all my arguments and repeated the same messages to me, while not backing them up anyhow. Such attitude to me did not show any willingness from Amazon side to actually solve the issue that occurred and it left me no choice but to leave my Amazon business and quit the marketplace.I am asking you, Better Business Bureau to make Amazon understand that my request is very simple and just and that it should be fulfilled.*******************************
Business Response
Date: 03/01/2023
Hello,

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

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

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

Merchant Credit Team Amazon.com
Initial Complaint
Date:02/23/2023
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.
Good afternoon.The Amazon team deactivated my account in 2021.I was accused of manipulating customer reviews.For 2 years now, I've been trying to refute this accusation, since it makes no sense, but every time I get a standard reply that my account remains deactivated because I violated the rules and manipulated customer reviews, but this is not so.I studied in detail the entire history of my store, all the products that I previously sold, all the messages from my customers, and nowhere was there even the slightest hint that I was somehow trying to manipulate.I am sure that I was blocked for no good reason, there was a jump in sales and during this jump, customers left reviews on my product in order to share their impressions of the purchased products, but the Amazon system is quite sensitive to such jumps, so I think that My account was blocked for no good reason.I have never bought my product or left a review on them.None of my relatives and friends have bought a product from me and left a review on it.I have never offered a reward for leaving a review.I have not used third party services to increase product reviews.I have never bought a product from a competitor or given them a negative review.I have never violated the seller's code of conduct and I am sure that the deactivation was erroneous.Therefore, I ask you to study in detail the activities of my account and make sure that the deactivation of my account is erroneous and it is necessary to activate my account.
Business Response
Date: 02/24/2023
Hello NutroLab,

We reviewed your account and the information you provided, and decided your Amazon seller account will remain deactivated.
Your listings have been removed from our site. Funds in your account may be held for 90 days or longer. Depending on your account status and activities, you may be required to complete an additional review before funds can be released. Amazon may withhold payments if we determine that your account was used to sell inauthentic or prohibited goods, commit fraud, or engage in other illegal or abusive activity.

Why is this happening?
You have been manipulating ratings, feedback, or customer reviews on **********************. To learn more about this policy, go to "Seller Central Help":
***************************************************************;

You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write topayments-*******************************
Customer Answer
Date: 02/27/2023

Complaint: 19453591

I am rejecting this response because:
I believe that I was mistakenly accused of manipulating customer reviews.
I have never violated anything and I do not agree with this decision and blocking my account.
Sincerely,

***********************
Initial Complaint
Date:02/23/2023
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 ordered an item from Amazon early December. I returned the item, had it picked up as an option from Amazon on December 23rd. I was told by countless managers the item arrived at the Amazon warehouse on December 27th but just had not been processed yet and to just wait for the processing. Not to mention before being told that I was lied to blatantly by different customer service Representatives telling me timelines like 2 to 5 days, 24 to 48 hours, even being told my refund was being processed that moment. After countless managers via chat or phone, they told me that it was scanned at the warehouse but not processed so they could not manually process my refund until February 23rd. So now I contact them on February 23rd one person tells me oh February 24th, then the next two people tell me I need to contact the carrier I used to get the product back to Amazon because they don't have it. That's a blatant lie once again. I was told the exact date it arrived at the warehouse and they were telling me they were ********* many items and they hadn't gotten to mine yet. I just asked via chat what use would it be for me to contact *** when it's proven it was dropped off at Amazon warehouse and I was pushed aside literally they ended the chat. I cannot take any more lies I am a prime member that has spent thousands of dollars with this company even this return I only want back to my Amazon balance. I will take no more lies, I will contact my local news, do whatever it has to I refuse to be robbed by this huge corporation that I spent thousands of dollars with I need my money.
Business Response
Date: 02/24/2023
Hello,

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

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

I've checked on this matter and found that the information provided in the email sent February 24, 2023 3:23 AM by our support team is correct; we're unable to assist with a refund unless the item is received and processed at our returns center. We have NOT received that item.

I request you to please contact the *** carrier with the tracking details you have to start a claim for this missing return delivery at Amazon's provided return address. They will be able to check on it and help you further.

Thank you for your understanding and cooperation.

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: 02/24/2023

Complaint: 19453559

I am rejecting this response because: how many lies am I going to be told within a 48 hour time span? Did you even take the 30 seconds out of your day to look at the attached picture? It shows very clearly that it was dropped off at the Amazon warehouse in ******* ******* exactly where it was supposed to be dropped off at the dock. I've had enough lies and excuses so go ahead and take a look at that picture and what else are you going to try and lie to me about now? I have all the proof and documents to prove you wrong. I am flat out being robbed here, this is over $400 and I will take this to claims court. I did absolutely nothing wrong, used your label for *** to pick it up, the item was in perfect condition, I was told by several managers it arrived on December 27th, all of your conversations are recorded correct? Just in case you don't have them I have several several screenshots. But after that statement you just made I believe here is the proof you need to show you are absolutely wrong and obviously it did arrive at your Warehouse. NO MORE LIES!!! JUST IN CASE YOU DIDN'T SEE THAT ATTACHMENT HERE IT IS AGAIN DO ME A FAVOR AND OPEN IT, I'LL SEND A COUPLE IF YOU HAVE THE **** THAT IS.

Sincerely,

*********************
Initial Complaint
Date:02/23/2023
Type:Sales and Advertising 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 a Milwaukee chainsaw from a 3 party vendor off their site. When the item did not arrive in 3 days since I did pay for the expedited shipping I contacted fed ex and Amazon. Amazon and fed ex both acknowledged the package was indeed missing but since it had been marked delivered and it was a 3rd party vendor I had to work it out with the merchant. They refused to offer the refund even after i sent them the proof of a lost package by both Amazon and fed ex. I then had to wait to do the a-z guarantee Amazon has and they refused the refund due to the fact that I have had to many complaints. How am I being punished for to many complaints when I have both companies stating it was a lost package. Now spending almost 300 bucks on a chainsaw to just "get lost" is not my way of shopping. I would appreciate the refund and rest assured i won't bw ordering again from Amazon or a 3rd party.
Business Response
Date: 02/23/2023
Hello *********,

I'm Raman 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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided. For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

Regards,
Raman R.
Amazon.com.
***********************************
Initial Complaint
Date:02/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has severely impacted my account by not responding to my emails.Please review my account and restore my store Dear,I received an email on November 10th, 2022, Amazon notifying me that my Amazon seller account has been deactivated because Amazon was unable to verify the credit card on file. Please check my files and restore my account, thank you.I think Amazon's judgment may be wrong because:1. My credit card is issued by a bank in *****, which may cause Amazon to have some errors in verifying my credit card. The errors may come from differences in languages, differences in ******* pinyin and English, time differences between countries and banks, or verification errors, or even It is some system error.2. In *****, when a bank's credit card is cancelled, the card number can be retrieved and re-issued to someone else after a period of time. Although it is the same credit card number, the cardholder and billing address are different. I don't know if that's what caused the misunderstanding.3. My Amazon account was registered on August 11th, 2022, and the credit card was also added at that time. My Amazon account should have been suspended then, not in November 10th, 2022. So this is all a misunderstanding. So it's all a misunderstanding.4. My Amazon account was verified by video on August 18, 2022, and my business license, ID card, and credit card have been verified during the verification. All this is normal, my account can only be passed.5. Amazon has successfully deducted money for several times, which indicates that the credit card is normal and the deduction can be successfully verified.6. Since I opened the store, I have never initiated a refund or approved a refund for an order, so it is impossible for me to abuse the credit card payment function.
Business Response
Date: 02/23/2023
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on February 23, 2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 02/24/2023

Complaint: 19453459

I am rejecting this response because:
Hello, Amazon could not verify my credit card. I have explained the whole matter. In order to avoid misunderstanding, I will not use this credit card again.
In addition, I have received an email from Amazon, but this email says that my stations in America and ***** are connected, but now I can't log in the station in *****, how can I complain? It all started because Amazon decided it couldn't verify my credit card. So please forward my case to the BAD-FIRE team. Thank you.
I need Amazon to restore my ******** store. If there is really a problem with my credit card, my American station will be the same, but now it is clear that my American station is normal and I used the same credit card. Please restore my account.

Sincerely,

Customer Answer
Date: 03/06/2023
My Amazon account is ********************** My dear, I received an email on November 10, 2022 informing me that my Amazon ***** Seller account had been deactivated because Amazon could not verify the credit card ending in **** in the document. Please check my file and restore my account, thank you. I think Amazon's judgment may be wrong because: 1. Anyway, Amazon has doubts about my credit card. I have deleted the credit card ending in **** at the first time, and I have added another credit card ending in ****. Now Amazon has approved my credit card ending in ****. 2. My credit card is issued by a bank in *****, which may cause Amazon to make some mistakes when verifying my credit card. Errors can come from language differences, differences between hanyu Pinyin and English, time differences between countries and banks, or verification errors, or even some system errors. 3. I really don't know why Amazon's system can't verify my credit card. I swear to God it's my credit card, and I've been complaining about it for ages. There is no need for me to use a faulty credit card or a credit card that is not mine to commit fraud, because the balance of my store in ***** is always large, and Amazon will not deduct fees. Also, I never use the Amazon Buyer account because I'm in *****, I'm not in *****, I don't go shopping. 4. My Amazon account was registered on August 11, 2022, and my credit card was added at that time. My Amazon account should have been suspended then, not on November 10, 2022. So this is all a misunderstanding. So this is all a misunderstanding. My ******** store has been unable to log in for several months. Please help me. I really hope that I can achieve great success in Amazon's ******** market, instead of being unable to operate my store due to credit card problems. I beg you, I need to restore my ******** station store. My Amazon account is **********************
Business Response
Date: 03/07/2023
Hello from Amazon,

Please let the Selling Partner know that we are unable to locate any account with the email address provided by the Selling Partner.

Please ask them to provide encrypted ID so that we can investigate further.
Customer Answer
Date: 03/07/2023
I am rejecting this response because:

My encrypted ID is *************
Amazon ***** account is **********************
Business Response
Date: 03/29/2023
Hello ***************************,

You have been found to be related to an account beginning with ????JP.

We received your submission but do not have enough information to reactivate your account at this time.

To reactivate your account, please provide evidence that you once owned the account or had account rights but no longer own it or no longer have account rights by providing supporting documentation. This includes but is not limited to sales deed, purchase agreement, business transfer agreement, or contract termination.

How do I send the required information?
Please click on the View Appeal button on the Account Health page (***************************************************************************) and submit additional information as requested.

What happens if I do not send the requested information?
If we do not receive the requested information within 90 days of the original notification, your account will remain deactivated. Do not attempt to create a new seller account. Creating a new account will delay the reactivation process and may lead to permanent closure of your account.

We're here to help.
If you have questions about our Multiple Account Policy or information requested above, please read our Selling Policies and Seller Code of Conduct" (******************************************************).

If you need additional information on requirements for appealing, watch the following videos available on Seller University:
-- Understanding Multiple Account Policy (*********************************************************************************************************************************)
-- Addressing Multiple Account Policy Violations (*********************************************************************************************************************************)

You can view your account performance (***************************************************************************) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the iOS app: ****************************************************************************
-- Download the Android app: ********************************************************************************************************

Thank you,

Amazon.com
Initial Complaint
Date:02/23/2023
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.
An order I placed with Amazon was delivered to the wrong address, this was determined through pics the Amazon drivers took once they deliver the items. I had 4 items in 1 package, 3 items were eligible for a refund or replacement but the 4th wasnt. When I asked why, I was told that Amazon reserves the right to deny a refund if they chose to. Pics are attached. The door with the rug is the incorrect address, the one without the rug is the correct address.
Business Response
Date: 02/23/2023
Hello,

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

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

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

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

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,
Harasankar
amazon.com
Customer Answer
Date: 03/02/2023

Complaint: 19453417

I am rejecting this response because:

Sincerely,

*****************
Customer Answer
Date: 03/07/2023
Amazon has been sent this repeatedly.
Customer Answer
Date: 03/10/2023
It was a picture of the order. Its attached to the complaint
Business Response
Date: 03/14/2023
Hello,

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

I've reviewed your reply and checked the attachment you've shared.

Unfortunately, I'm still unable to locate the order you are referring to, as the order number is not mentioned.

I request you to share the exact order number with us, so that we can review the issue and assist you further.

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

We look forward to seeing you again soon.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,
Harasankar
amazon.com
Customer Answer
Date: 03/15/2023

Complaint: 19453417

I am rejecting this response because:Ive given the order number several times. I even attached a screen shot from the Amazon order page
Order date
Feb 18, 2023
Order #
112-1310345-5099414

Order total
$34.74 (1 item

Sincerely,

*****************
Business Response
Date: 03/22/2023
Hello,

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

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

After reviewing they've issue a refund of $34.74 to the original payment method on Tuesday, March 21, 2023.

Refunds, typically gets processed within 3-5 business days from the issue date.

Once processed, you'll also be able to see the refund request here:

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar
amazon.com
Initial Complaint
Date:02/23/2023
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 writing to file a complaint against Amazon for shutting down my seller account without proper investigation or justification. Amazon sent me an email stating that my account had been suspended due to suspected violation of their policies regarding multiple seller accounts.After contacting Amazon customer service, I was informed that my account was linked to another seller account on the same network. However, I explained that I had simply logged into a friend's Wi-Fi network to access the internet, and had no intention of operating multiple seller accounts. Despite this, Amazon refused to reactivate my account and provided no evidence to support their claim.I understand the importance of Amazon's policies regarding multiple seller accounts, and I have never attempted to operate more than one account. It is disappointing that Amazon has taken such a drastic action without proper investigation or consideration of my explanation.As a result of Amazon's suspension, I have suffered significant financial loss and damage to my reputation as a seller. I have also been left without a means of contacting my customers, which has resulted in additional financial loss.I urge Amazon to reconsider their decision and provide me with an opportunity to prove my innocence. I also request that Amazon provide clear evidence of their claims and conduct a thorough investigation before taking any further action against my account.In conclusion, I believe that Amazon's suspension of my account was unjustified and based on erroneous assumptions. I have been unfairly punished for a simple mistake, and I urge Amazon to rectify this situation immediately.Sincerely,*****************************
Business Response
Date: 02/24/2023
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 24th Feb 2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 02/27/2023

Complaint: 19453283

I am rejecting this response because:
Dear Seller Central Team,

I am writing to follow up on my previous communication regarding the closure of my Amazon account. Despite providing all the necessary information and clarifications multiple times, my account remains closed.

As previously stated, I have never been an owner nor had any financial involvement with ***************** Central account. I have provided evidence to support this fact, including the email I sent on March 26, 2022, and the attachments that were included. Additionally, I have explained that *****'s account was closed in 2019 or earlier due to issues with the account, and my account was already operational before that time.

I have also confirmed that I have no ownership or financial association with *****'s account besides being a good friend. I am confident that I have addressed all the concerns that Amazon has raised, and I am willing to provide any additional information or clarifications that *** be necessary.

Therefore, I would kindly request that my account be reinstated as soon as possible. I understand that Amazon has strict policies and guidelines, and I assure you that I am a responsible seller who adheres to these policies.
Thank you for your attention to this matter, and I look forward to a prompt resolution.

Sincerely,

*****************************
Business Response
Date: 03/07/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 7-Mar-2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 03/08/2023

Complaint: 19453283

I am rejecting this response because: I have provided via email on 4 occasions now the following:
Dear Seller Central Team,

I am writing to follow up on our previous communication regarding the reactivation of my Amazon account. I understand that you have requested additional evidence that I once owned the account or had account rights but no longer own it or no longer have account rights.

I have already provided evidence to Amazon that I have never been an owner of ***************** Central account, nor have I ever had any financial involvement or account rights with that account. I have submitted supporting documentation, including the email I sent on March 26, 2022 and Febuary 27, 2022, and the attachments that were included both times.

Despite this, my account remains closed, and I am unclear as to what further evidence or information is required to resolve this matter. I would appreciate your guidance as to what other documentation or information I can provide to assist in the prompt resolution of this issue.

As previously stated, *****'s account was closed in 2019 or earlier due to issues with the account, and my account was operational before that time. While I did help Adina by allowing him to use my computer during his visits, I want to reiterate that I have no ownership or financial association with his account.

I am perplexed as to why Amazon continues to ask the same question repeatedly, even after I have provided all the necessary evidence and clarifications. I am willing to provide any additional information or documentation that *** be required to resolve this matter promptly.

Therefore, I kindly request that my account be reinstated as soon as possible. I am a responsible seller who adheres to Amazon's policies and guidelines, and I look forward to resuming my business on the platform.

Thank you for your attention to this matter.

Sincerely,

*****************************
Business Response
Date: 03/14/2023
Hello,

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

We took this action because our records show that this seller lost their Amazon.com selling privileges under another account. Once we remove selling privileges, sellers are not allowed to establish new accounts.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges on October 23,2020. We notified the seller of this decision by email on that day.

Due to the proprietary nature of our business, we do not provide detailed information on how we determine that accounts are related.

Sincerely,
Seller Performance Team Amazon.com
Customer Answer
Date: 03/16/2023

Complaint: 19453283

I am rejecting this response because:
I am not that account owner and I have provided proof in several diffrent formats and even had the owner of the other account send in a letter stating what had transpired. We. need to get on a phone call to discuss this

Sincerely,

*****************************
Initial Complaint
Date:02/22/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is regarding delivery of an item which was costing around 600$. The day of delivery driver called and took our phone number to confirm that we are at home. After that he never came and delivered the package and marked it deliver. As soon as it got marked as delivered I called customer service. They told me to wait for a day. I called again and they told me to wait for another day. After that when i called after 2 days they told delivery was done with one time password and there system says it is delivered. I told we never gave password to anyone. Response was we cannot do anything and go ahead and file complaint in local police station against amazon. This is crazy. I am left with nothing. Who can help me on this? Amazon customer service is becoming worse. We should abandon the use of Amazon.
Business Response
Date: 02/24/2023
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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided. For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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: 02/24/2023

Complaint: 19453167

I am rejecting this response - Here is email i sent from assciated account

Hi,
This is regarding the response to your message on BBB.
I appreciate your help.

Here is what happened:
On the delivery day around 8:20 A.M we got a call from an Amazon driver that she wants to deliver our package after we confirm she wanted our phone number to make sure we are the right people. We gave our phone number **********. After that, we were waiting for a package. We were sure it will deliver as it needed a passcode and we have not yet given that code to anyone. After an hour package was marked delivered. We were not able to locate the package anywhere. We called amazon customer service and they told to wait till eve. We called again on eve and they told to call the next day. And when we called again they told they cannot help as a package was delivered with a passcode. My concern is how did driver get the passcode. If there is a glitch are they stealing many other packages also? Did the driver took a delivery proof photo etc? Why are you not able to talk to the driver and reconfirm? It is around 500$ item. I appreciate your help.

Thanks,

Gayani

Sincerely,

*********************
Customer Answer
Date: 03/02/2023
Here is the order number. I have already shared the details with Amazon team.

Ordered on February 19, 2023 Order# 114-5117609-5915425
Shipping Address
***********************
***************************************************
Apt 11207
******, ***** 76207
*************

Payment Method
**** 6319
Business Response
Date: 03/17/2023
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'm sorry for the inconvenience caused with your order:-114-5117609-5915425 as you mentioned that you didn't received the order.

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
***********************************
Initial Complaint
Date:02/22/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My cell phone number and email address were stolen and used to take over my Amazon account. I use two step verification process and scammer changed my cell number to their cell number to receive one time code. Password can be changed with code to email but the second step of code to cell number always goes to scammer's cell. So I cannot login to my account to close this account. I received an attached email from Amazon two days ago. Items mentioned in the mail were not done, particularly undoing two step verification. I cannot login to my account due to scammers phone number is still associated with receiving one time code during two step verification. Still the same problem. I feel scammers know how to take advantage of two step verification process, which is supposed to be safer for customers. When I change my password, scammer change back to theirs right away. They are still there and scammer's cell number is still the cell number associated with my account. I talked to Amazon customer service for two days after this email and they told me nothing can be done. My account is floating till no use to scammers. Knowing scammers are there, (I think last 3 digit of their cell is 147??) and Amazon knowing the same, they don't/can't do anything is very troublesome. I have been using Amazon quite heavily for every day supply to large items. After this I may never go back. Just freezing the account or closing account would be nice, so that I don't have to worry about scammers trying to steal.
Customer Answer
Date: 02/23/2023
Dear concerned,

Thank you for processing my complaints. Fortunately, Amazon came back to me today, 2/23 and disabled two step verification process. I was able to successfully delete all credit information and close my account. Scare thing was my wife's debit card was also there to use without myself knowing it. Fortunately, scammer did not use it for some reason. At the start of this, I froze my credit and debit cards. Four to 5 days of scammers using my account was long enough to give me a financial damage, but my account was clean enough without card clatter to freeze cards, even after many years of use. Thank you again.

Sincerely,

Business Response
Date: 02/24/2023
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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research.

You can look up your orders online through Your Account (www.amazon.com/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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
***********************************
Initial Complaint
Date:02/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order date: Jan 28, 2023 Order #: 112-4460902-8365848 I was promised a refund of $700 for a price adjustment (per customer service) that ********************** is now refusing. My order was cancelled shortly before delivery on 1/28/2023. Amazon was called to inquire about why my order had been cancelled and refunded. The staff member was able to communicate that the treadmill was broken during shipment and that I would need to place a new order. A message was sent via my Amazon account with the link to place the order. I let them know that the model year that I had originally ordered was no longer available. The staff member directed me to order the newer model year that was available. I was not able to spend more than the purchase price of the original treadmill so I let her know that there was a $700 price difference. The staff member told me that because the originally ordered treadmill was out of stock, that Amazon would reimburse the $700 difference between the treadmills upon delivery. I confirmed over the phone that this was allowed despite the change in model year, as well as in writing through my Amazon account messages. The Amazon staff member had me place the order while still on the phone so she could make notes on both treadmill orders. On February 11th, the day that the treadmill was delivered, I called before the treadmill was unpacked to receive confirmation that the $700 price adjustment would be refunded now that the treadmill had been delivered. This was confirmed over the phone by a separate Amazon staff member at time of delivery. When calling to inquire about the refund that hadn't been received on 2/20/23, the customer service representatives were able to read the notes/call information and see that the refund had been promised, yet I was told that Amazon will not reimburse the difference in price despite the direction of the Amazon staff member and follow up reassurances upon delivery. I am hoping that the BBB can assist in getting this issue resolved.
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 reference the cancellation and refund of your Order ID: *******************. I am afraid, the response was correct as we are not able to offer a price adjustment on this issue.

We have reviewed all available options in this regard, you could choose to return the item for a full refund as long as it is within the return window.

To return the item, go to our ********************** **************************************

The ********************* will guide you through the process and give you a printable return mailing label. If a pre-paid label isn't available for your return, the ********************* will provide other options for getting the item back to us.

Once you've shipped the return, you can track your return here:
****************************************************

For more information on return refunds, please go to our Help pages:
*****************************************************************************

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

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