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

49,566 total complaints in the last 3 years.
16,372 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:02/14/2023
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 with Amazon February 10, 2023 for "******************* ****** Hinge Gate Pintle (1/2"), 5 Pack, Silver". These are specialty gate hinges. February 11 I received (1) hinge. I used the return feature on the website to inform of the ad saying "5 pack" and received a notice the order would be sent again and don't worry about sending the other one back. I went through the process on Amazon's website to speak to a representative February 12 to verify I was going to receive the other (4) hinges but they basically said sorry I have no information on that. I received the second shipment February 13 and again it was (1) hinge. I went through the process again on Amazon's website to speak to a representative February 14 and this time I was told the ad was a mistake and would be removed and I was told I could send the items back for a refund and I could pick the items up at a hardware store. I told the representative I ordered in good faith from the ad on Amazon for a 5 pack and I expect Amazon to honor that... she made it clear they would not. I hung up. This is the second time I placed an ad in the last 3 months where I was told sorry, the ad was wrong so we will refund you instead of honoring your order. (the last one was ordered December 2, 2022 for (2) boxes of pens). ALL FRAUD! There has been a lot of other issues with Amazon for me over the last four to five months and clearly for me Amazon has become as unreliable as *****
Business Response
Date: 02/15/2023
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've reviewed the complaint and understand your concern that the websites product description states that it's 5 pack but you receive only 1 Hinge.

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

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

We are unable to send the 3 hinges. However I've made an one time exception and issued the full refund of $18.29 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

There's no need to return the item for us to issue a refund. You're welcome to keep, donate or dispose of it--whichever option is most appropriate and convenient for you. I'd request you to reorder the item with other seller.

Your patience and understanding are greatly appreciated.

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: 02/16/2023

Complaint: 19401118

I am rejecting this response because:
I am not willing to be the brunt of false advertising. Amazon has refunded me on this item rather than fulfilling the order I placed. It is off no consequence to Amazon they listed a 5 pack of the product I needed, took my money and sent me one fifth of my order. I complained so they acted like they were doing me a favor by sending me another for a total of two fifths of my order. Upon further complaint they then said sorry the ad was not correct so we will not honor your purchase. A lot of my time was wasted on their shady practice of false advertising in phone calls with Amazon and this complaint. I stand firm, I said no to a refund and was clear I wanted Amazon's obligation of my purchase fulfilled by them sending me the other 3 hinges they shorted me.

Sincerely,

***********************
Initial Complaint
Date:02/14/2023
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.
Date of transaction: December 13, 2022.The amount of money you paid the business: $169.06 What the business committed to provide you: 2 of: Aputure Amaran MC RGBWW Mini On Camera Video Light,3200K-6500K,CRI/TLCI 96+,HSI Mode,Support Magnetic Attraction and App with USB-C PD and Wireless Charging What the nature of the dispute is: Vendor claims package was delivered based on *** information but I didn't receive the package. Whether or not the business has tried to resolve the problem: Vendor requested that I filed a police report and advised will have to receive a complete Account/order/tracking number: ****************/ Order 114-2934463-9018634/No longer available
Business Response
Date: 02/18/2023
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've reviewed the complaint and understand your concern that you did not receive the item 2 x Aputure Amaran MC RGBWW Mini On Camera Video Light,3200K-6500K,CRI/TLCI 96+,HSI Mode,Support Magnetic Attraction and App with USB-C PD and Wireless Ch.

Unfortunately we are unable to take any action on this as we did not receive a police report to validate in the time requested.

Thank you for your understanding.

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

Regards,
Pratap
Initial Complaint
Date:02/14/2023
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.
This item was stated delivery, but as the picture states, it was not delivered to my address or my door . I have no item nor can I get anywhere with Amazon I keep getting the run around one day they tell me one thing and the next they will tell me something else .this company is scaming people they put the blame on everyone else , but to be honest it is still there responsibility to handle a situation .I want a full refund of my order .126.24 is the amount
Business Response
Date: 02/15/2023
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 didn't receive the order.

Upon checking we can see that the seller communicated with you and informed you to check the surroundings and contact the carrier.

As seller mentioned if you still didn't receive the order you can reply to the seller so that they can help you with the available options.

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: 02/15/2023
Complaint: 19400824

I am rejecting this response because:this has been done several times and I have had contacted Amazon over this issue . They are lagging me along I want full refund or the next step is the attorney ************** .

Sincerely,

***********************************
Business Response
Date: 04/06/2023
Hello,

We received your email about the credit card dispute you filed on Order 112-7761679-4313006.

To correct this problem, we have asked your card issuer to close the dispute in your favor.

You should have received a refund of USD ****** on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

*****
Initial Complaint
Date:02/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered UVBrite Go Self-Cleaning UV Water bottle on 1 Feb. 2023. When received the water bottle it was defective. Would not work. So started the refund process with Amazon. The have received the item back. Attaching proof did receive. Contact Amazon several times. Because most companies receive refund 2 to 3 days after get item back. Well not case with Amazon. Been told be lucky to get back by May. Think totally unacceptable. Why should have wait 3 months to receive a refund..
Business Response
Date: 02/15/2023
Hello Candy,

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've reviewed the complaint and understand your concern regarding the refund for the returned item UVBrite Go Self-Cleaning UV Water Bottle - **** oz Insulated Stainless-Steel Rechargeable & Reusable.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days.

In some situations, it may take longer. This additional time allows our ************** to find and process the item.

Our ************** hasn't yet received the package although the carrier has picked it up.

You'll receive an update on the return once it's delivered and processed by our ***************

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

If you don't hear from our ************** by Wednesday, 8 March 2023, please write back so we can find out what happened.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Initial Complaint
Date:02/14/2023
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.
On February 10th, ********************************************************** the amount of $75.90. On February 12th, 2023, Order #***-4876354-3885856 was delivered to the wrong address. The delivery driver did not show the address number in the photo. I contacted Amazon and spoke to multiple representatives who apologized and asked me would I like a refund or a replacement. I wanted a replacement. Amazon stated I had to wait 24 hours for the package to show up and check with neighbors before they could process. After 24 hours, the package is still missing. Amazon showed poor representation and stated they could not process a refund or replacement due to their drivers error. A signed delivery should have been offered with replacement.
Business Response
Date: 02/15/2023
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.

Were sorry to hear that you havent received your item(s) from order #***-4876354-3885856. 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 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,
Raman R.
Amazon.com ****************
Customer Answer
Date: 02/16/2023

Complaint: 19400619

I am rejecting this response because: As a prime member, this is a bad experience due to Amazon driver made an error on behalf of Amazon in which I, the consumer, am being billed for item(s) not received and/or delivered. Pursuant 12 CFR ******* this amount is also a billing error.

Sincerely,

***********************
Initial Complaint
Date:02/14/2023
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.
I ordered a 360 lace front wig from Amazon as well as hair pieces. My items were to arrive in 2 days. The day it was supposed to come I sat excited waiting plus I work from home . So as soon as it was delivered I ran and got it from doorstep. In a big bag no wig but a pair of eyelashes. I immediately called CSR the automated system said my package was accidentally marked delivered but when I spoke to CSR they said my package was delivered. I explained what happened and was told I need to take a picture write my name and things. I provided that and then I was told I would have to drive these $167 eyelashes to a convenient location for Amazon to pick up. I dropped off Sunday and called yesterday because it still shows waiting on this wig that I never received. So fast forward so neither wig or hair pieces never showed up. Had to call for refund on hair pieces because the system kept trying to give me error message. Refund was granted for hairpieces next day. But wig I was told I would have to wait 30 days for refund. Then chatted today and was told it takes up to 14 days to get return to the center. Now I have one time sent something back to Amazon. It has never taken 2 weeks. Then they tried to charge me for prime membership after I paid on 2/7. I want my money back and some type of credit for the massive inconvenience of having to prove that someone at Amazon made an error or wanted a wig. Also Amazon need to come up with a better way to help people access their accounts if number is changed. How are you still charging me prime but telling me create another account to double charge and when ask about it they ask questions you cant remember and tell you they cant help.
Business Response
Date: 02/16/2023
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've reviewed the complaint and understand your concern regarding the refund for the returned item Body Wave 360 Lace Front Wigs Human Hair.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

If you don't hear from our ************** by Sunday, March 5, 2023, please write back so we can find out what happened.

Thank you for your understanding.

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: 02/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and still do not understand how it takes 14 days when I have had to return an item too big and it was received within 3 days!

Sincerely,

*************************
Initial Complaint
Date:02/14/2023
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 with Amazon on February 7. It was multiple items that were ordered and the one item that shipped by itself I never received I explained that to Amazon and they are going to let me know it is a risk of loss product which I repeated over and over I cant control who my carrier is nor how they messed up their reliever of my package. All the reps I dealt with were rude and laughed at me for what an item I order but never received this is outrageous. The item was said delivered on Sunday and I can confirm there was no mail deliver red on Sunday so how they delivered it I dont even know
Business Response
Date: 02/16/2023
Hello Chyanne,

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've reviewed the complaint and understand your concern that you did not receive your item the Downy Clean Breeze Liquid Fabric Conditioner.

I apologies for the inconvenience that you have experienced in this case.

I've made an one time exception and issued a refund of $14.06 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Initial Complaint
Date:02/14/2023
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.
My **** units (FNSKU X0033P5YA1) were disposed of illegally because they were marked as defective. Amazon refers that my product was in an unsellable condition or it may pose a health or safety risk to anyone. However, I would have received a notice from Amazon regarding the safety of my item. I would have received an ASIN/account warning or deactivation for a Safety Policy violation, but nothing like that happened. It can be concluded the units (FNSKU X0033P5YA1) that were disposed of were not such that they could be unsafe. The thesis "unsaleable condition" is quite extensive. However, I did not receive any notifications about this issue if Amazon means defective items. Based on the above facts, my product was safe and salable since Amazon did not state otherwise. Please note! I also did not receive any additional warning notifications about the disposal of units. I request Amazon Support to provide me with a violation of Amazon Policy that caused my item to be disposed of. My account had one violation of the Transparency program regarding these **** units (FNSKU X0033P5YA1), which was successfully resolved on November 30, 2022. However, the Transparency program provides for the protection of brands and intellectual property. This program has nothing to do with safety and unsaleable condition. This dispute consisted solely of the correct marking of items. As you know, marking does not make an item safer or give it a "sold condition". Thus, this issue does not fall under Amazon's claims about the impossibility of reimbursement for illegally disposed units. Based on the preceding, I request Amazon Support to conduct a detailed investigation and respond to the legal reason Amazon Support decided that my units are subject to disposal. If you don't know, reimburse me the funds for illegally disposing items. Thank you so much for your attention and participation.Sincerely,********** *******
Business Response
Date: 02/16/2023
Hello from Amazon,

We have completed out investigation and confirmed that affected units of FNSKU X0033P5YA1 which seller is requesting reimbursement for were part of disposal events with "Defective" disposition and are not eligible for reimbursement.

Please advise the seller that, as per FBA customer returns policy, some returned items are disposed of immediately in order to protect customers, fulfillment center employees, and carriers.

Seller can also refer to the part F-7.2 of the Amazon Services Business Solutions Agreement. Below is the link to the same:
*************************************************************************************************************************************************************

F-7.2 'We may dispose of any Unsuitable Unit (and you will be deemed to have consented to our action): (i) immediately if we determine in our sole discretion that the Unit creates a safety, health, or liability risk to Amazon, our personnel, or any third party; (ii) if you fail to direct us to return or dispose of any Unsuitable Unit within thirty (30) days after we notify you that the Unit has been recalled; or (iii) if you fail to direct us to return or dispose of any Unsuitable Unit within thirty (30) days (or as otherwise specified in the applicable Program Policies) after we notify you. In addition, you will reimburse us for expenses we incur in connection with any Unsuitable Units.'

F-7.3 ""We may dispose of any Unit we are entitled to dispose of (including any Unsuitable Units) in the manner we prefer. Title to each disposed Unit will transfer to us at no cost to us as necessary for us to dispose of the Unit, and we will retain all proceeds, if any, received from the disposal.""

To learn more about FBA Lost and Damaged Inventory Reimbursement Policy, seller can follow the below link: *************************************************************************************************************************************************************************************

Thank you.
Customer Answer
Date: 02/17/2023

Complaint: 19400644

I am rejecting this response because: I want to provide additional information regarding my **** units with ***** X0033P5YA1 to refute Amazon Support's claim that my items were defective and subject to immediate disposal under Clause F****.

According to Clause F****, paragraph (i), Amazon may dispose of any Unsuitable Unit immediately if Amazon determines in their sole discretion that the Unit creates a safety, health, or liability risk to Amazon, their personnel, or any third party.

According to the notification dated September 23, 2022, Amazon accused me of violating the Transparency program because units with ***** X0033P5YA1 needed to be appropriately labeled with Transparency codes. Based on this fact, Amazon Support decided that my units were such that they posed a liability risk to Amazon and disposed of them. However, on November 30, 2022,this issue was resolved by me. I have proven to Amazon Support that the notification dated September 23, 2022, was received by me in error. I proved that units with ***** X0033P5YA1 were suitable for sale. However, Amazon decided to immediately dispose of them without allowing me to create removal order and resolve this issue before disposal. Thus, the actions of Amazon Support regarding the disposal of units with ***** X0033P5YA1 were ***** and led to losses illegally incurred by me, while there was no violation on my part. I attached the notification from Amazon dated September 23, 2022. Please, review it.

According to Clause F****, paragraph (ii), Amazon may dispose of any Unsuitable Unit immediately if I fail to direct them to return or dispose of any Unsuitable Unit within thirty (30) days after they notify me the Unit has been recalled.

The manufacturer or I did not recall units with ***** X0033P5YA1.Amazon Support may verify this fact through the official government website: ************************. Therefore, I didn't have to make a removal order as the items weren't recalled.

According to Clause F****, paragraph (iii), Amazon may dispose of any Unsuitable Unit immediately if I fail to direct them to return or dispose of any Unsuitable Unit within thirty (30) days (or as otherwise specified in the applicable Program Policies) after they notify me.

As I stated above, my units with the ***** X0033P5YA1 were disposed of due to receiving an erroneous notification about my violation of the Transparency Program. As you may see from this notification, Amazon forbade me to create a removal order for these units, thereby taking away my right,which is prescribed by ***********, paragraph (iii).

Thus, Amazon Support disposed of units with ***** X0033P5YA1,violating all three paragraphs of Claus F****. Based on the preceding, I am requesting reimbursement for illegally disposed of units with ***** X0033P5YA1.Otherwise, I will be forced to apply to the Arbitration Court under the ******************** to resolve the dispute in my favor.

Sincerely,

*************************
Initial Complaint
Date:02/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a Prime member and had an order that included free returns. There were several items on the order that I submitted for a return. The instructions were to return to the Amazon hub in Whole Foods. I returned all the items by scanning the code and placed my items in the bin that closes securely at Whole Foods. I then got an email that my items were accepted and I was refunded. Then, three months later, I get emails that said I was charged because I didn't return the items! I returned them all and I called and emailed Amazon and they said that they hadn't received them at the warehouse and it was my responsibility to call *** to check in their status. So I did (which is not the customer's responsibility since ********************** tells us how they want they returned and after I drop them in a box there's nothing I have left to do and Amazon uses ***. I was told by *** they had been returned to the warehouse and that Amazon had to file a claim since they have a partnership. In no way is the customer supposed to ve doing this follow-up and being. a Prime member includes free returns no questions asked! Still weeks later I have called and called and emailed Amazon and they keep telling me that they didn't receive the items and cannot refund me and I have to submit a form, which I have several times and they keep coming g back with an automatic email saying g I didn't fill it out and no they stopped responding. This is illegal, they are not adhering to their policy nor the good faith in transaction in law and have poor custom service. Below is the Incident Report with the transaction numbers that they recharged me and I returned so basically they are charging on my card without my approval:Below is the information you wanted for the incident report for the returned items that you DID NOT REFUND!Incident Report 1. Order number: ORDER # ***-0049946-4089859 and ORDER # ***-0003503-7580219 ....There is more to the email, I can attach it or show it, but thus form limits my characters.
Customer Answer
Date: 02/14/2023
Here is more to my complaint that the form wouldn't allow to add. It is the incident and just one communication between Amazon and I and they never responded. I am a Prime member and had an order that included free returns. There were several items on the order that I submitted for a return. The instructions were to return to the Amazon hub in Whole Foods. I returned all the items by scanning the code and placed my items in the bin that closes securely at Whole Foods. I then got an email that my items were accepted and I was refunded. Then, three months later, I get emails that said I was charged because I didn't return the items! I returned them all and I called and emailed Amazon and they said that they hadn't received them at the warehouse and it was my responsibility to call *** to check in their status. So I did (which is not the customer's responsibility since ********************** tells us how they want they returned and after I drop them in a box there's nothing I have left to do and Amazon uses ***. I was told by *** they had been returned to the warehouse and that Amazon had to file a claim since they have a partnership. In no way is the customer supposed to ve doing this follow-up and being. a Prime member includes free returns no questions asked! Still weeks later I have called and called and emailed Amazon and they keep telling me that they didn't receive the items and cannot refund me and I have to submit a form, which I have several times and they keep coming g back with an automatic email saying g I didn't fill it out and no they stopped responding. This is illegal, they are not adhering to their policy nor the good faith in transaction in law and have poor custom service. Below is the Incident Report with the transaction numbers that they recharged me and I returned so basically they are charging on my card without my approval: Date: Sun, 22 Jan 2023 06:40:42 ***** From: ******************************* To: Subject: Re: Re: Your Amazon.com Inquiry Below is the information you wanted for the incident report for the returned items that you DID NOT REFUND! Incident Report 1. Order number: ORDER # ***-0049946-4089859 and ORDER # ***-0003503-7580219 2. Todays date. 01/13/2023 3. Date return item was shipped. 09/22/2022 I called *** and asked about the items using the tracking numbers and they said they were all deliverd to Amazon location. 4. How did you ship back your return?: *** by way of dropbox inside Whole Foods Market (hub) using the machine and scanning the ** code. 5. Description of the item returned: See items below. Core 10 by Reebok Women's ACTIVChill Fitted ***************** *******-Small CRZ YOGA Women's Mid-Waist Workout Running Shorts Mesh Liner - 2.5" Quick Dry Drawstring Sport Gym Athletic Shorts Pocket Red Bronzer ******* HBER Low Rise Flare Pants for Women **************** Green ******* Leggings Y2k Core 10 by Reebok Women's ACTIVChill Fitted Tank, ****** ******* ALWAYS Women's Cargo Joggers Pants - Buttery Soft Comfy Casual Lounge Sweatpants for Women with Pockets Charcoal S MOCOLY Women's Running Pants Athletic Joggers Sweat Pants Lightweight Hingking Cargo Sports Track Pants Zipper Pockets Grey S CRZ YOGA Women's Mid-Waist Workout Running Shorts Mesh Liner - 2.5" Quick Dry Drawstring Sport Gym Athletic Shorts Pocket Grey Sage ******* Also this item I returned [******************************************************************] ORDER # ***-0003503-7580219 - STAR POWER Under Desk Treadmill, Ultra-Quiet Walking Treadmill- Portable Walking Pad with Remote Control- Walking Jogging Machine for Home/Office Use (Black 6. Have you experienced prior issues with returning items to Amazon? Yes, as of recently. You have poor customer support. It should not be the responsibility of the customer to call *** and track the return when we literally drop it in the ***/Amazon dropbox in a Whole Foods Market and you do not follow-through with supporting the customer. On Thu, 12 Jan, 2023 at 6:31 AM, ********************************* wrote: To: ************************** [Amazon]Your Account Amazon.com Message ********************* Hello *******, I apologize that you havent received yet the refund for order - ***-0049946-4089859.
Business Response
Date: 02/16/2023
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 orders reviewed by our internal team and got an update on the request as below:

60+ days passed and the items were not processed at the FC. As per policy refund can't be issued.

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

Regards,

Naveen
Amazon.com
Initial Complaint
Date:02/14/2023
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.
I purchased a ******** edge 2022 5G on January 30th 2023 for a total amount of $382.19 I also purchased a lifeproof style case to protect the phone as well well I received the device I handled it with complete Care using rubber gloves while putting it in its new case I noticed when the phone was completely set up it was not getting 5G signal from my **** carrier I contacted **** and ******** on this and both advise me that this phone is yes 5G but does not support ****'s 5G Network nowhere in the item description does it say it does not support ****'s 5G when I purchase this phone on Amazon so I started the return process online I coded the return as inaccurate web description basically stating not as advertised I packaged the phone up using rubber gloves making sure there was no dust or fingerprints on the phone at all I put the phone back in its original plastic wrap and place it back into its ******** box I also take the sides of the box to prevent the phone box from opening I placed it back in its same exact shipping contents it came to me as and that was a paper style bubble mailer I took off the old shipping label and placed my return label on top I dropped it off at my local *** store I received the refund today February 14th and the amount of only $312.19 so $63 is missing I contacted Amazon they advised me it's a restock fee because they received the phone back either damaged or missing parts again I handled that phone with care I used rubber gloves when putting the case on I used rubber gloves when taking the case off I even gave the phone a wipe down with a microfiber cloth to make sure there was no fingerprints or dust so there was absolutely no damage to that phone there was no parts missing the only parts the phone came with was a usb-c cable that was never used and left in the box along with an owner's manual which was never taken out but Amazon is claiming that they received the phone back damaged or missing parts and they will not refund restock fee
Business Response
Date: 02/16/2023
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've reviewed the complaint and understand your concern regarding the restocking fee for Motorola Edge | 2022 | 2-Day Battery | Unlocked | Made for US 8/256GB | 50MP Camera | Mineral Gray.

We have made an exception and issued the refund of restocking fee $70.00 to your original payment method. Total refund for $382.19 has been issued to your original payment method for this order. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

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: 02/16/2023
I except this resolution because this issue was resolved two days ago after sending a email to ******************* and speaking to someone within executive office

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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