Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

59,770 total complaints in the last 3 years.
21,478 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:01/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ON 12/2/22 I attempted to place an order for an XBox gift card through my Amazon acct. I was signed in on the app on my registered device and have 2 factor auth required. After submitting the order for the gc I was unable to access the order and I was completely locked out of my Amazon acct. After multiple chats and calls I found out that I was locked out due to fraud. I had to wait for "another department" to contact me within ***** hours. I verified with multiple people that there was no fraud and that there were no unauthorized purchases but that didn't matter. They just shut me out of my account without even the curtesy of a call. When I was able to log back into my account, the majority of my purchase history was missing. Apparently they just went through all of my orders and chose which ones they wanted to lock. This included older orders from throughout the years and not even all the recent ones. There was no rhyme or reason. There was product that I had already returned and they assured me the refunds would process. After speaking with my credit card I have not been receiving the refunds and now they are randomly charging me for orders that I cant access and that even their own customer service cannot access. Not to mention that I was charged already, returned the product and was never refunded, and now charged again. So double charges and they cant do anything. I keep getting told that the "appropriate department" will reach out to me in ***** hrs, but I never get anything accept an email telling me generic information. I have had to close my Credit Card and I now will refuse to do any business with Amazon because of how they have handled this situation and what they are making me go through. I have product that arrived damaged that I cant return due to orders being locked. I am getting random charges for things I should have been refunded for. Their practices when it comes to fraud are atrocious and they have zero respect for a customer and their time.
Business Response
Date: 01/28/2023
Hello,

I'm Prashanth 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 your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids on which you were double charged and returned, if you are unable to view the orders from the account, you can share the order ID by gathering it from your registered email ID.

We appreciate your time and patience in these regards

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

Customer Answer
Date: 01/29/2023

Complaint: 18902123

I am rejecting this response because:As I stated, Amazon has removed the majority of my orders. I dont have access to them because you declared them fraud without even asking me to verify. This is ridiculous that you cant access my orders. This is the problem. The charge was $9.53, you find it because you charged me.

Sincerely,

*****************************
Customer Answer
Date: 02/06/2023
********************
Business Response
Date: 02/14/2023
Hello,

I'm Prashanth from Amazon.com.

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

We request you to write us back with the charge ID, so that we can investigate on this further.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, we shall be able to locate the details and help you further on double charge.

We appreciate your time and patience in these regards.

Regards,

*********
Customer Answer
Date: 02/17/2023

Complaint: 18902123

I am rejecting this response because: the order number where I was double charged is 113-4476045-1192235. there is no other number except *********************** from my bank. I have already disputed this with my CC company as they were able to see the original charge AND where I was refunded. They agreed that I should not have been charged again. Since then I have closed my Amazon rewards card and hesitate shopping with Amazon. When my account was locked I was emailed and told all open orders and pre orders would be canceled. I made a purchase a couple days ago adding a new CC to my account.. magically I was charged for an order and shipped product I was told was canceled. At this point I cant attach a payment card to my account and I am afraid to even make a quick purchase because who knows what you are going to charge me for. I still cant get my account restored so that I can see my order history. At this point Amazon has failed and made me afraid to even use you again.

Sincerely,

*****************************
Business Response
Date: 02/24/2023
Hello,

I'm Prashanth from Amazon.com.

Unfortunately, we are unable to locate the order details using 113-4476045-1192235 or ***********************. The charge ID will be nine-digit descriptor.

Once we've the charge ID for both the transactions, we shall be able to help you further.

We appreciate your time and patience in these regards.

Regards,

*********
Customer Answer
Date: 03/02/2023

Complaint: 18902123

I am rejecting this response because:You are saying you cant access my order details with my order number? I dont like that you are using this to communicate back and forth. I can not add that personal information here. You dont seem to be able to help. I have already disputed the charge and closed my credit card.

Sincerely,

*****************************
Initial Complaint
Date:01/26/2023
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 what I thought was a NEW laptop from Amazon on 1/20/2023. I received said item on 1/23/2023. Upon opening, I see that the laptop is USED/RENEWED. The description says NEW. I called Amazon for a return, the rep acknowledged that it was very confusing in the description, saying new and then renewed. So, Amazon issued a *** return pickup. I was told that once received it, I would get my refund and could order a real NEW laptop. In fact, Amazon gave me a $65 credit towards buying the next NEW laptop up because it was a little more expensive. Today, 1/26/2023 Amazon tells me I am not getting a refund up to 30 days later. This is not what the rep said and I have an email saying so.So I find myself without a work computer AND, AND the money I spent on it. Amazon refuses to refund my money.
Customer Answer
Date: 01/26/2023
Conversation between myself and the rep. ********************** kept telling me he was not correct, but that is not my issue. ********************** is responsible for what information the employee gives out.

************
Business Response
Date: 01/28/2023
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'm very sorry to hear about the frustrating experience that you've had recently with our team regarding your order ID: ********************* can certainly understand your request and upon checking I see that refund for the Order ID: ******************* has been issued on Friday, January 27, 2023 at 8:56 PM (PST).

You can view details of the completed refund on your Amazon.com account:

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

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
Customer Answer
Date: 01/29/2023

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. Although, your customer service provided in this incident required thinking outside the box, which, none of the Representatives or Managers were able to provide. Consumers do not want to hear about Policy, Procedure and Check boxes when the company is not upholding their end. We want solutions.

Sincerely,

*******************
Initial Complaint
Date:01/26/2023
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.
Dear BBB,I need your help regarding the status of my seller account. My account was suspended by Amazon last September 21, 2022, due to a Drop Shipping Violation and Seller Code of conduct. I admit that we do drop shipping but we are not fully knowledgeable about the Drop shipping policy and seller code of conduct we only realized this when our account was suspended.I submitted a Plan of Action four times (4) but was still rejected by the Seller Performance Team. I do not understand why Amazon did not accept my Plan of action. We have also provided an invoice to Amazon for our new supplier to make sure we don't drop ship again. I have also resubmitted a new POA to Amazon but the system-generated response is still the same.Here are the following details on our Plan of Action:-The root cause(s) of why the Drop Shipping policy violation and Seller code of conduct happened. -The actions you have taken to resolve Drop shipping policy violations and seller code of conduct. -The steps you have taken to prevent Drop Shipping policy violations and seller code of conduct going forward.Please help us to reinstate our selling privileges and for us to ship all items to FBA. I promise that we will never do drop shipping again, please give us another chance to correct the mistake we made and we will not abuse the privilege that Amazon has given us.A mission statement I have set for my company going forward is to abide All of Amazons terms of service and align myself with all Seller Conduct policies to ensure that I can provide the best customer service and experience to anyone that chooses to shop from my Amazon storefront.We understand that selling on Amazon is a privilege and we strive to provide the best service to Amazon customers. We humbly ask your help to restore our selling privileges. Sincerely, ***** and *************************** enterprise
Business Response
Date: 01/29/2023
Greetings,

We understand that you would like for us to investigate the missing unit of Shipment ID : ************.

In order to proceed with our investigation, we would require a proof of purchase such an invoice for the shipment.

The proof of purchase must be the original invoice from the supplier or manufacturer. Retail sales receipts (from physical or online stores) are also accepted and must include:

1.A purchase date that occurred before the shipment was sent/shipped to the ** 2.Product names/descriptions that match the units that we are investigating 3.Quantities listed to prove that the seller purchased the number of expected units that are in discrepancy

    Full name and address of invoice issuer
    Full name and address of purchaser

The purchase price is not required and may be obscured.

NOTE : Proforma invoices are not accepted

If you are the manufacturer, a copy of the signed / stamped packing slip which must include:

    Packing list date
    Shipment or purchase order ID
    Product names of the missing items
    Quantity shipped
    Manufacturer signature or stamp

Thank you.
Initial Complaint
Date:01/26/2023
Type:Delivery 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.
Order # ***-9571826-4546637 placed on 01/15/2023 and Order # ***-1926647-2025024 placed on 01/10/2023: both orders are allegedly delayed in shipping. Received mixed messages from Amazon and **** with no actual reason for delay or when packages are supposed to be delivered. Pushing me to request a refund because of delayed delivery.
Business Response
Date: 01/28/2023
Hello,

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

I'm sorry for the inconvenience caused regarding the delayed order.

I've checked on it and have successfully created a replacement for you for order: 113-9571826-4546637; the replacement Guaranteed delivery by: Monday, January 30, 2023. You will be notified via email once this replacement is shipped.

Regarding the other order, Order ID: *******************; the replacement wasn't available hence I've issued a refund in the form of gift card balance for $28 (originally paid $11.93). I've issued additional amount in order for you to please a new order and to cover the currently available price on the website.

Current price is $24.99; I hope this $28 refund I've processed will cover it including the taxes. I request you to please reorder this item or any other of your choice with the above provided item. The refund will be available on your account within 2-4 hrs.

I appreciate your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 01/28/2023

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:01/26/2023
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.
Ordered item-9-22-2022 Charged my account-12-15-2022 Credited my account-12-19-2022 Charged my account-1-6-2023 Shipped wrong item-1-19-2023 Ordered(12) ****** Nature Season-Low Sodium. Received (12) 9 ounce, sea salt grinder refills.I spent about 10 hours on phone and computer, trying to fix this, the day it was delivered, after 6 days, I finally got a response, telling me to take pictures of the wrong item, I told them this was their s**** up not mine, why did I have to prove their s**** up and I didnt have the means to do what they were asking. All they said was they had to have this information directly from my email address. Another trip to town to get IT person to help me, sent pictures, got confirmation email saying they had received email and someone would respond within 6 hours, 28 hours later I hadnt heard a thing, so I started again, emailing and on phone, still trying to prove their s**** up so I could get the correct item. They finally agreed to give me a refund, but I wanted the item I had ordered, but I didnt get a choice. I thought you couldnt charge for the item till it was shipped, they did, TWICE.
Business Response
Date: 01/28/2023
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 on the delivery of your Order ID: ******************* and have looked into the matter in detail. We regret any misunderstanding.

A full refund has been issued on the product on Tuesday, January 24, 2023 to your MasterCard, you should see it within 10 days of issue.

We appreciate your feedback and have forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

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 ****************
Initial Complaint
Date:01/26/2023
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.
Hello,I will do my best to chronicle this as simply as possible. - On Dec 30 I bought a Pixel 7 pro from Amazon - On Jan 7 I mailed it back using ************* On Jan 10th it was delivered to Amazon - I have reached out numerous times to find out what is going on with this return - Each time I get a canned response saying that it can take 30 days to deliver. This is not true since my delivery was made on Jan 10 - I was also told that it takes 30 days to find the product and process it. SO this is not true, it was in the same box as another product and I got the refund for that, so it was clearly found. Just not processed? - On the site it was it should take two weeks from when it arrives to be processed, but they tell you in the chat it was 30 days. Clearly, something is wrong and it makes me worried that my product has been stolen or missing. - This is not a cheap item and I have asked again and again for more information and the customer service cannot tell me. At this point, I could go through the credit card but I am hoping through the BBB I can get an answer. Thank you,*****
Business Response
Date: 01/28/2023
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 reviewed your email and completely understand your disappointment with the return refund. To help you with this, I request you to write back with order ID so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

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
Customer Answer
Date: 01/31/2023

Complaint: 18901355

I am rejecting this response because:

So I got an email from Amazon saying my account is being reviews. They said I would hear back within 48 hours but havent heard anything. When I reached out all I got was an email saying that wait until February 14. So I am not sure whats going on with my refund or why my account is being reviewed. I would like answers and my refund please.
Sincerely,

****************
Customer Answer
Date: 02/08/2023
I am not sure what clarification is needed but I got the refund and this case is closed. Amazon told me they hold items over $300 for 30 days. This isnt great since if you put it on credit you will gain interest. But I guess thats why they do it, to stop returns.
Initial Complaint
Date:01/26/2023
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.
It is very frustrating when you only buy more than needed to meet the overnight or sameday minimum dollar amount, just to due to delays have the items delivered on the original day or even later at times. The drivers also continue to deliver my packages outside of my gate on the back while instructions clearly state leave on front porch.
Business Response
Date: 01/28/2023
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 reviewed your email and completely understand your disappointment with the delivery. To help you with this, I request you to write back with order ID so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

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
Customer Answer
Date: 01/30/2023
Complaint: 18901319

I am rejecting this response because:
Shortly after submitting a complaint, on thesame order another item was delayed due to it being shipped the same day I should've received it
Sincerely,

**************************
Customer Answer
Date: 02/07/2023
Amazon.com order numbers below. My primary issue is that sometimes additional items are purchased to meet the same day or overnight requirements but the orders are delayed. While this isn't with all orders of this type delays are pretty common with Amazon which defeats the purpose of prime

111-3907560-1624268

111-1620578-3998618
Business Response
Date: 02/15/2023
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 reviewed by our internal team and got an update on the request as below:

The Delivery instructions listed within your account have been updated to reflect, "Leave all packages at the front door."

If the issue continues to occur with our Amazon Logistic drivers not following delivery instructions at your residence, please be sure to contact us as soon as possible and our teams will ensure this feedback is submitted to the appropriate teams for further review and handling.

Thank you for sharing your feedback about ongoing delayed delivery times. I'm sorry to hear that you have had a negative experience with the delivery service. We strive to make shopping and delivery delightful for Amazon customers and I appreciate that you took the time to contact us.

Your feedback has been forwarded to the appropriate team for further review.

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
Customer Answer
Date: 02/15/2023

Complaint: 18901319

I am rejecting this response because:

The response had Absolutely nothing to do with my Original reason for contacting the BBB. The response given is a response to another issue I've reported to Amazon and quite frankly I'm tired of contacting them when I have issues just to continue having them. I reached out to the BBB to for assistance with showing Amazon that their lack of actions. If the BBB continues to allow Amazon to get by with complaints by having customers to continously respond to baseless replies from Amazon then Amazon will continue to remain a company that charges customers for services they're not getting with no reliance of help from the company we should be able to go to. I filed a complaint. I uploaded proof. I didn't ask for anything. Amazon has acknowledged the issue. The only thing that can fix it is them on their logistics side, Not assistance to them from the BBB with closing a case.
Sincerely

**************************
Initial Complaint
Date:01/26/2023
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.
Back in October 2022 my Amazon seller account was deactivated for being related to another seller account that had violated amazon policies. Once I found that out I immediately contacted the 3rd party shipper I was using and discovered it was their amazon account with the violations. I then sent the 3 party shipping company a notarized letter stating that I was terminating our contact due to risking my account be suspended or deactivated. Once I got a notarized letter back from them agreeing to the termination of the agreement I wrote appeal to amazon explaining why are account were related and we had immediately terminating our agreement with the 3rd party shipping company whose account violated amazon policies. After that appeal attempt was denied and amazon ask for supporting documents I provided both notarized letters stated we are no longer related and had removed all access from both accounts and had the shipping company write another notarized letter stating that we both no longer do business with each other and removed access. Again after providing them documents THAT THEY ASKED FOR they denied it again. Now I was very frustrated and just asked them for my money I have earned from the account to be withdrawn and amazon said I had to wait 90 days to be able to withdraw. So after waiting ****************************************************************************************************************************************************** my money I earned from product I bought and sold with my hard earned money. I have appealed numerous times time they keep giving me the run around as well as they never give any correct information to appeal even though they tell you they will help you with the appeal. The customer service is horrible not the people just the system they have in place where they give you the ** response with no path to a resolution and disregard to the seller which are customer too also the fund appeal department ignores emails. I want my money!
Business Response
Date: 02/01/2023
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 2022-10-02.
Customer Answer
Date: 02/01/2023

Complaint: 18901145

I am rejecting this response because: I have responded to every performance notification with the information Amazon requested including notarized documents and amazon continues to reject my appeal with they information they asked for. On top of that when you asked for more clear information so you may properly address and solve the issue they send the same template over and over again even when you provide the information and documents requested. Very bad business practice to treat paying customers that way.

Sincerely,

***********************
Business Response
Date: 02/10/2023
Hello,
We have decided to reinstate this account and an email was sent to them
informing them of this decision on 2/10/2023.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:01/26/2023
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.
Amazon employees promised return-less refund, but after a week they required me to return the item to get a refund. But since they told me I didn't need to return it, one of the products was already lost to me.-promised return-less refund -Throwing away products based on promises -Did not get a refund after a week -Require me to return the product to get a refund.-Refusing to communicate after learning about the situation I purchased 5 items on January 2. I asked customer service on January 18 how I could turn the 5 items into one order together for a refund. **************** told me I don't need to return the items to give me a refund. On January 19th I received a refund for two of the items. After a week because I did not receive a refund for the other three items I contacted Amazon customer service again. They informed me that I had to return the items to receive a refund. After knowing that the items had been lost because their customer service told me I did not need to return them, I was still told that I could not get a refund unless I returned them. This is very ridiculous because I have no products to return to them. The commitment of their employees led to the loss of items.
Business Response
Date: 01/28/2023
Hello Zhiyuan,

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 your concern about the return of the items on your Order ID: ******************* and have researched the issue in detail. We regret the misunderstanding on this issue, but we will not be able to issue a refund at this time.

We need the correct items to be returned and physically verified before a refund can be issued. We will not be able to make any exceptions.

I see the appropriate free prepaid labels were issued, I urge you to locate the items and return them for a refund.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

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

Complaint: 18900945

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:01/26/2023
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 placed an order on January 1, 2023 for a 2pk screen protector for my cell phone. When the package arrived it was BADLY damaged (BOTH screen protectors was cracked). I called Amazon immediately and explained to the representative my issue. I was told by the representative to disregard the item. (Trash it) which I did and that a refund of $16.60 would be issued back to my credit card in 5-7 days. Going on 3 weeks and I still have not received my refund. I contacted Amazon to check the status of the refund only to get a person who over talked me with an nasty attitude to tell me that the item that I was told to trash needed to be returned before I can receive a refund. Those were not the instructions I was given when I spoke a representative the first time. When I explained that I no longer had the damaged item because I was told to trash it. I was refused my refund. I am LIVID! I have NEVER had this experience with Amazon. I just want my refund for an item I basically didn't get!
Business Response
Date: 01/28/2023
Hello,

I am Mahendra from Amazon.com.

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

I'm sorry for the inconvenience caused with the item and I understand that one of the agent promised refund and informed you to dispose the damaged item..

In order to resolve the issue, I've processed the full refund of $16.60 back to your original payment method.

The amount will be reflected on your card/bank statement within 3-5 business days.

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: 01/28/2023

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,

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

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