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

59,767 total complaints in the last 3 years.
21,442 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:01/27/2023
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.
I ordered something back in 2020 and was notified of a safety recall today. I called Amazon 3x and they kept hanging up on me. I was told the order is too old I can't do anything. I know it is a law that if there is a safety recall on an item that you bring it back to the store of purchase and get your money back. I don't want my child using this if it has a recall on it. I want it returned and I want a refund like the law says.
Business Response
Date: 01/30/2023
Hello *******,

I'm Pratap 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 and understand you concern regarding the recalled item Oculus Quest 2 - Advanced All-In-One Virtual Reality Headset - 64 GB.

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

Upon checking, I see that the return window was expired. Unfortunately we will not able to send the replacement or issue the refund in this case.

As we are only the retailer and the item is not manufactured by us, there isn't much we can do regarding this issue.

For the recalled item I'd suggest you to please contact the manufacturer.

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

Regards,
Pratap
Initial Complaint
Date:01/27/2023
Type:Service or Repair 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 mom is unable to access Amazon Prime Video on an IP address running a Tor "middle" relay. This issue started on 1/27/2023.There are three types of Tor relays: bridge, guard/middle, and exit. Only "exit" relays are able to access websites on behalf of Tor users, while the other types cannot access public websites. In turn, all Amazon Prime Video visits from Tor guard/middle relay IP addresses is NOT Tor traffic at all.Tor overview: ****************************************************** Despite the fact that a Tor middle relay is unable to access websites on behalf of Tor users, my mom still gets a VPN issue despite the fact that she is not using one. The only way to watch videos as of now is to turn off the Wi-Fi, which does not work on PCs or smart TVs which lack a cellular modem.Our relays are:*************************************************************************************** *************************************************************************************** If Amazon cannot unblock Tor middle relays we'd be forced to pay our ISP CenturyLink $25/mo extra for 5 IP addresses, which in turn we'd rather boycott Amazon and buy from competitors such as ***************** and ********* Azure.
Business Response
Date: 02/07/2023
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 you are using the Tor IP address when streaming Amazon Prime Video Services.

Tor is not a *** but it does work in a similar manner as a *** and this is why I am providing the information I have below.

Amazon, prohibit the unanimous *** and Tor connections because software tool like those are also used by expert scammers to hide their identity.

Therefore in some instances if you connect to Amazon.com (**************************) using a ***, Tor, or HTTP Proxy, you will receive a request to close it or disable it while using our services, which is why you're experieencing the *** message when trying to use the Tor IP address when using Prime Video.

Additionally, since our systems are use for common use and we do not allow *** usage, our customer service team does not provide support of any kind related to any issue raised due to its usage.

I hope you understand our position. You are more than welcome to try our services after discontinuing its usage.

In case you encounter any issue with our website and you are not using the ***, you can contact our customer care department and they will try to help you

www.amazon.com/gp/help/customer/contact-us (*********************************************************)

Rest assured, our fundamental commitment to protecting customer information and ensuring the security of their transactions.

Thanks for choosing Amazon.

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: 02/13/2023

Better Business Bureau:

I have resolved the issue with Amazon Tech Support a week or so ago.
The type of Tor relay I was running cannot be used as a public proxy, namely a "middle" relay. Amazon has since unblocked the IPs from Prime Video.

Sincerely,

***********************
Initial Complaint
Date:01/27/2023
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.
I ordered a tv stand/console from Amazon on Dec. 27, 2022. That night, after reading negative reviews on the item that I hadn't seen prior to making the purchase, I called customer service to try to cancel the order THAT NIGHT (the item obviously hadn't been shipped yet), but they said they couldn't cancel the order. I tried canceling it every other day with no luck because I ended up purchasing a different tv stand from another merchant. After three weeks, I checked the tracking and it said "your item may be lost in the mail; you can contact us to request a refund." I contacted them and was told I would get a refund. A few days later, when I realized there was no refund initiated, I contacted them again and was informed that the item was marked as delivered. I reiterated that the item WAS NOT delivered to me and finally ended up speaking with a rep names ******. He has been good at getting back to me about "working on the issue," but since then, my credit card WAS charged; ****** informed me not to contest the charge as it would muddy the waters. He keeps emailing me telling me to be patient but when I try to respond to his emails asking what exactly is going on, I get no response. My credit card has been charged for an item that is still listed as being "LOST IN THE MAIL." This is unacceptable. I NEED a resolution to this issue in a timely manner.
Business Response
Date: 02/05/2023
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 item *************************** Console Stand with Enclosed Storage Display Cupboard ***************** Table with Wide Countertop Glass Doors Detachable.

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

A careful review of your account reflects that the correct information has already been provided on the email sent to you on Saturday, January 28, 2023. Please file a police report regrading this issue as mentioned in the email that you have received from us.

Were unable to accept Police Reports that are in pending or any other incomplete status. The Police Report must be filed before March 11, 2023 and provided in English or Spanish to be considered for review.Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

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: 02/10/2023

Complaint: 18941420

I am rejecting this response because:

Better Business Bureau:

I have solved the issue of the missing package- a neighbor took it in and I had not had contact with said neighbor because they went away for business. I had received a note from *** that I was receiving an item but never got a notice from Amazon and when I called Amazon they denied that it was the item in question that was arriving (I am assuming because the tracking showed the item as "LOST"). Even though I DO have the item in my possession now, the fact that Amazon dropped the ball on it's whereabouts AND the fact that they dragged this issue on for weeks, PROMISING me a refund (TWICE) and not following through with said refund is UNACCEPTABLE, especially as a Prime Member. The shipment status on Amazon is STILL showing the item as being lost in the mail. There was NO EXCUSE for that s**** up on their part. Because of them, my ELDERLY neighbor had to take in a VERY LARGE AND HEAVY package; Again, I was told by Amazon that said shipment notice from *** was NOT regarding this item. Just EXTREMELY ANNOYED and put out by this experience and was never even offered an apology. I will surely be sharing this experience with others and am planning on contacting Amazon for a REFUND on my Prime membership.

Sincerely,

*********************************
Initial Complaint
Date:01/27/2023
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.
I returned an envelope sleeping bag on November 28th, unopened, never used or even taken out of package. I did get refunded after it was sent out. I was then recharged for this item on January 19th. I contacted Amazon to get this issue corrected and get my refund. They kept telling me they recharged me because they said I returned the incorrect item, which I did not. They said I returned an oral irrigatorI dont even know what that is! I asked to see pictures of the item I returned and was told they destroyed it. I was told I had to file an appeal with a certain department, and I did that. I didnt hear back from them so I contacted Amazon again and got transferred to multiple departments and they kept saying I returned the wrong item so I could not get a refund. I kept asking to talk to someone higher up because I know I returned the correct item, and it is frustrating to continue to be told this and have absolutely no one help me just because that is what the computer says. I finally got an email back from the department about my appeal and they also told me I could not get a refund and there was nothing more than could do for me. So now I am out money and the item. This is not how you help a customer in general and definitely not a loyal one, that has been a prime member for years with an issue where I did nothing wrong. After this situation, I cancelled my prime membership and I am going to be canceling my store card with them. I even asked if they could just give me a store credit to my account and they refused. I would like to see my money returned to me within 30 days.
Business Response
Date: 01/29/2023
Hello *******,

I'm Praveen 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.

It appears we received an oral irrigator in used condition instead of the correct item, "Envelope Sleeping Bag - 3-4 Seasons Warm Cold Weather Lightweight, Portable, Waterproof Compression Sack Adults & Kids - Indoor & Outdoor Activities T. ", in your return of order #***-8104993-6524252.

Since the incorrect item was returned, a charge is done for the refunded amount.

We've disposed of this item and can't return it to you. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

We're happy to accept the return of the correct item at your earliest convenience. We aren't able to process a refund until we receive and process the correct merchandise.

If you'd like to create a new return label you can do so on the order detail page in 'Your Orders.'

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

The return window for expires on January 31, 2023 . After this time, we're no longer able to accept the return of the correct item.

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, please reply to the email you received on December 16, 2022 with the Subject Line Your Amazon.com returns advising you of the issue with your return. The specialist team contacts you within 3 days (72 hours) once your email is received.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:01/27/2023
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.
Purchased a Grundfos water pressure boosting pump on November 9, 2021, through Amazon. According to Grundfos the pump has a two year warranty. On or about January 16, 2023, the pump failed and is leaking internally and cannot be repaired. Upon contacting Grundfos for warranty claim, Grundfos claims Amazon is not an authorized dealer and would not honor the warranty. I have contacted Amazon who claims the responsibility of warranty is on the manufacturer. After further study on the Grundfos pump, it is apparent this has been an ongoing product failure issue and attempts at a permanent solution have failed. Yet they keep selling the pump. It also appears Amazon has been aware of this issue for several years and has yet to either pull the pump from further sales or attach a disclaimer announcing that the manufacture will not warranty product if purchased through Amazon. (Amazon is seller/shipper) Apparently, Amazon has selectively resolved some product complaints, but not all. This was an expensive pump of over $900.00. Pumps of this type should last ***** years. I have submitted a BBB report about Grundfos pumps as well; however, they have chosen to ignore the request.
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 manufacturer is denying the warranty claim for Grundfos ******** SCALA2 **** AVCBDF 1x115V 60Hz Pressure Boosting Pump.

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

We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the manufacturer service denial letter or email where the manufacturer has denied the warranty claim stating that Amazon is not authorized dealer for this item.

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:01/27/2023
Type:Service or Repair 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 am concerned that nothing I do will get someone to work with me to restore my seller account (AC0E4H0OHB6WL) and I am forced to ask for your help.Amazon asks for more information, I supply it then Amazon tells me I have not provided enough information. And then the cycle starts again. The accusations against me and my account are serious, I take them seriously. I just wish Amazon took me seriously. I feel like Amazon is telling me they want the information when they have already decided and are just unwilling to make that decision public. How can I have faith in Amazon when there is something they want to see and they are unwilling to ask for?I need your help to work with Amazon.
Business Response
Date: 01/30/2023
Hello LAZLE,

We received your submission. This submission did not include the information as requested on the Account Health page. We do not have enough information to reactivate your account at this time. To reactivate your account, visit ******************************************************************************* click on the Reactivate My Account button, and submit all necessary information as detailed on the page.

What happens if I do not send the requested information as stated on the Account Health page?
If we do not receive the requested information within 17 days of the original notification, your account will remain deactivated.

We're here to help.
If you have questions about this action, contact us (******************************************************).

You can view your account performance (**************************************************************?ref=ah_em_ap) 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
Customer Answer
Date: 01/30/2023
There does not seem to be anything I can send to Amazon. They ask for more information, I provide it, and this is what happens. That is why I asked for your assistance in working with Amazon, they do not seem to want to work with me.

Can you help me work with Amazon or not?

Sincerely,

****************************
Initial Complaint
Date:01/27/2023
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.
ORDER # ***-1145978-8533848 There was an original order pre-order placed but because I had a new card number that could not be updated, the order had to be canceled because the rep, nor I, could get the system to update the new card information. That is where the problem started. The order was canceled, I placed another order on the phone with the rep and the rep sent me an email stating that I would have a price match to the original order because the second order was twice as high as the first order. The caveat is I had to call back once I had the second order.I found the items for the same price as the original order. I placed a cancelation request for the second order that has been in an 'attempting to cancel' status for three weeks. Not only that, the projected shipment date of the second order is October 2023. I will be moved by then. So that is why I placed the third order when I saw the price matched the original order price. I received the third order and called customer service to get them to cancel the second order. Since the seller is gaming the system to not have to issue refunds.Fast forward to a few minutes ago and I have received a reply from the seller of the second order that I have been trying to cancel and the seller stated that Amazon cannot cancel the order. I had spoken to a second rep, the first rep was the one that promised a price match, and this second rep promised that the order would be canceled. It was not canceled.The resolution I want is for the order to be canceled. Please listen to the call. I was told the order would be canceled yet the seller was able to deny canceling ORDER # ***-1145978-8533848.
Business Response
Date: 02/10/2023
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 your Order ID: *******************, I have reviewed the order in detail while reaching out to our specialists for assistance.

I see the order has already been shipped, and we are unable to cancel the order at this time. You would be able to see the tracking details on your order details page and get notifications, if applicable.

At this time, I would recommend you allow till 02/12/2023 for the delivery but in case you do not get the item, you are eligible to file an A-to-z Guarantee claim on the order. I share the link to the help pages for your reference.
**********************************************************************************************************************************************

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

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 02/16/2023

Complaint: 18941158

I am rejecting this response because: I have received the package and I am taking it to **** tomorrow to return it. The seller is charging to return the package. I want the return fee waived. The seller has been way too difficult to deal with. The only reason they shipped the order was that I filed this complaint. The seller left the order pending cancellation for three weeks before I contacted Amazon customer support.

I will close this complaint if I am refunded for the full purchase amount. No return shipping is deducted.

Sincerely,

**************************;
Business Response
Date: 03/04/2023
Hello *******,

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

While I see the concern with the order, the response shared earlier was correct. We are not able to require the seller to provide a prepaid label or cancel an order as it has already shipped.

I do hear your concern regarding the seller and have passed on your feedback to our internal teams. They will look into the matter and take action as appropriate. I do not have any other information at this time.

You could, however, write to the seller directly copying Amazon by using the Contact Seller option on your order details page for assistance. We urge you to work with the seller on the matter.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 03/08/2023

Complaint: 18941158

I am rejecting this response because: Really? The best Amazon can tell me is work it out with the seller? You must not have been following my account close enough. The item was returned to the seller and guess what? On March 3rd,Amazon TOOK THE RETURN BACK under the false claim the seller made that he received incorrect items.
. . .what?
I never even opened the box! I started the return WHILE the items were still in transit to me and notified the seller.A seller advised me good luck when threatening him with a BBB complaint if he did not cancel an order that had been pending for over a week.
When I filed the BBB complaint, and Amazon actually looked into the matter, guess what? An item that was scheduled to ship in October 2023 suddenly shipped! Wow. How miraculous that he managed to find the items.
Have you even reviewed this seller?Looked into his review history of other unhappy customers. This seller has managed to figure out how to game the Amazon system and we the customers are suffering.
Not only do I not have the items anymore, I no longer have the money. The seller has both.
How is that fair? I responded to the email to dispute the claim but I have heard nothing back as of today. That was March 3rd.
I already had the items before the seller shipped the items so the claim that I kept the items and sent back false items is preposterous. Here are the order numbers of the items I already had in my possession before his package arrived.
Seller Order with two items: 113-1145978-8533848
Order with one item: 113-5649328-3778635
Order with the second item: 113-9615397-8033800
Not only is this response massively unhelpful but what kind of customer service is ********************** providing to TAKE the money FIRST before allowing the customer a chance to defend their case?
Had Amazon canceled the order as I had requested, none of this would have happened.

Sincerely,

***************************
Initial Complaint
Date:01/27/2023
Type:Service or Repair 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.
Amazon closed my wifes account (login phone number: ************) even after following their instructions and submitting all the documents Amazon requested. Moreover, the gift card (claim code: 9LW6-XHZPXM-S6AT) with the remaining balance of about $120 is linked to the closed account.I am a visiting scholar from ***********. I opened an Amazon account with a **** phone number *************) on Dec 28, 2022. When I tried to order and pay with my credit card issued in *****, the purchasing attempt failed, then the account was locked by Amazon due to issue with your payment method.To avoid billing address problem, my friend in the U.S. purchased a gift card ($213) and sent it to me at *************** Since my account was locked, I opened another account with my wifes U.S. phone number (************) and redeemed the gift card on Dec 30, 2022. The first purchasing activity (Jan 02, 2023) went well by using the gift card. The next purchase attempt (Jan 08) failed, then the account became locked by Amazon with the message Unusual activity. I talked with Amazon customer service REPEATEDLY every day since January 09, 2023 to unlock the account. I fulfilled Amazon's every request & uploaded all very confidential documents such as a picture of the passport. Nevertheless, nothing was changed and Amazon kept telling me the same thing the account is locked and the gift card can't be used. At the final call with Amazon on Jan 14, I found that Amazon closed the account (************). I asked about the gift card with remaining balance and was told that it wouldn't be accessible. I was completely dumbfounded, and could not think about what to do. It seemed like I just was robbed by Amazon. I dont want to be tossed among different Amazon customer service representatives anymore. I am looking for a real solution from Amazon regarding the closed account (login phone number: ************) and unused balance (~$120) of the gift card (claim code: 9LW6-XHZPXM-S6AT).
Business Response
Date: 02/02/2023
Hello,
We have granted the customers request for a refund.
We sent an email to the customer through their registered email address on [DATE]. This email confirms that the refund has been issued for 02/02/2023 to the original payment method.
Sincerely,
********
Amazon.com
Customer Answer
Date: 02/02/2023

Complaint: 18939990

I am rejecting this response because: The response from Amazon does not make sense to me at all.
1) I have not received any email from Amazon. The closed account (login phone number: ************) with the gift card balance $120 (claim code: 9LW6-XHZPXM-S6AT) does not have a registered email. Amazon needs to clarify which email address they sent to.
2) I don't understand what amount of refund Amazon gave me. Is it unused balance of gift card? What did Amazon mean 'original payment method'? Did Amazon refund $120 to my friend who bought the gift card for me?
I am looking for a real solution from Amazon regarding the closed account (login phone number:************) and unused balance (~$120) of the gift card (claim code:9LW6-XHZPXM-S6AT). And, my desired settlement is reopen the closed account (login phone number: ************ without registered email) or transfer remaining balance of gift card to other account I choose. None is resolved.
Thank you very much for your helps.
Sincerely,

*****************************
Business Response
Date: 02/20/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2/20/2023 confirming account reinstatement.

Sincerely,

Amazon.com
Customer Answer
Date: 02/22/2023

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:01/27/2023
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.
I ordered a Hasuit Storage Bench through Amazon last August (2022). By the time I put it together and it was in my house for only a few weeks, the top of the padded bench started splitting at the seams and ripping. I tried to contact Amazon. They indicated I could not return the product and to contact the seller (Hasuit). I did this back in November of 2022. The only way to contact Hasuit was to go to their website and send an e-mail. There is no phone number to call. They would not respond to me. I disputed the $125.97 charge with my Discover Credit Card. I was issued a credit. Amazon responded to the dispute indicating simply that the product was "delivered." Discover charged me back for the dispute I had filed. Then I called Discover and indicated that I was not disputing that the product was delivered, but rather I was disputing that the product is faulty and that their seller refused to respond. So, my Discover Credit Card disputed the charge again. I had even sent in pictures of the top of the bench which was ripping. Discover Credit Card said they contacted Amazon and there was nothing they could do. Discover Card charged my credit card back yet again for the 3rd time. Discover Card indicated I had to resolve this directly with Amazon. Amazon promised me a credit several times, which has not happened. I have an e-mail from Amazon on 1/19/23 indicating that they would, in fact, give me the $125.97 credit. The e-mail indicated that I would see a credit to my Discover Card in 3 - 5 business days. It has been 6 days so I called again to Amazon on 1/27/23. Amazon is refusing to give me the credit, indicating I have to contact the seller (Hasuit). I told Amazon that they will not respond to me. I am requesting a refund of my $125.97 for a faulty product that Amazon sold me with no way or recourse that I can take with the original seller.
Business Response
Date: 02/19/2023
Hello ***,

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

We are sorry to hear about the charge on your Order No: 113-4020504-1512229

I've reviewed your account and Order, I could only find one charge and one refund as a dispute from your bank. And there is no other charge or dispute pending.

I'd request you to please dispute the 2nd charge if you see it on your statement or please share us the 9 digit alpha numeric charge ID of the Retro charge, so we can review further to find charge on any other Order.
However, it is best to re-check with financial institution and dispute it to process refund if any.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 02/20/2023

Complaint: 18939916

I am rejecting this response because:

Hello *****,

Sincerely,

***************************
Business Response
Date: 04/18/2023
Hello,

We have denied the customers request for a refund. Customer raised a chargeback dispute and the dispute is closed in customer's favor. Customer's card issuer should have issued a refund to customer's account by now.
Kindly request the customer to contact their card issuer for more information regarding this reimbursement.

Sincerely,

******
Amazon.com
Customer Answer
Date: 04/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My credit card company, DiscoverCard, has given me a refund.

Sincerely,

***************************
Initial Complaint
Date:01/27/2023
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.
I ordered a rocking chair off of my friends baby registry Dec 11th 2022. $242.83. Ref #****************** 733UPW071GF BOOK STORES Baby shower was Jan 14th, and my friend tried to put the rocking chair together. None of the hardware to put the chair together was included. The top of the back part of the rocking chair was broken. Not only was it impossible to put together, it was compltely broken. The seller on amazon, knowingly packaged a damaged product and sent it to me. I requested a return, and was given a label to do so. The cost to return the item is as much as the cost of the chair. I spoke to one of the amazon representatives, and they said this seller is "known" for shipping damaged goods. I asked amazon to do a courtesy to give me a return label, and they told me to open an A-Z claim, another week later, they give me the same information. I think it is unethical, to send a damaged product, and force the consumer to spend more that the product cost to get their money back. I tried to dispute the charge with my AMEX, and they said you can help me get a refund instead. I think big companies like amazon should be held to the same standard as anyof us.
Business Response
Date: 03/18/2023
Hello *****,

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

I've reviewed your complaint and apologies for the inconvenience with your Order.

Thank you for taking the time to provide us with more information regarding your claim on order 113-7240602-1137841. Upon further review, we have decided to uphold our original decision.
The same information has already been notified through E-Mail, on 02/20, 02/28, 03/05 and 03/08.

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

Best regards,
*****
Amazon.com
Customer Answer
Date: 03/19/2023

Complaint: 18939385

I am rejecting this response because:
The seller knowingly sold me damaged merchandise, and hoped I wouldnt return it knowing the cost to return the product is as much the product itself that is deceiving. All I asked for was help with shipping. I still have the product, and can show any of this to you. Being one of the biggest stores, you would think you have customer service. *** spent so much money, Im surprised the lack of care

Sincerely,

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

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