Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  2020 Joe B Jackson Pkwy Murfreesboro, TN 37127-7792

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  1155 Worldwide Blvd Hebron, KY 41048-8648

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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: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 purchased a water well pump from Amazon on January 6th 2023 and returned it through *** on January 11th 2023. Ive called Amazon three times trying to get the money refunded to my checking account. The last call on January 24 th 2023 they told they had received the return but the refund status was pending. I was informed that legally they had until January 27th 2023 to return my money. I asked the reason why I havent received a refund since they had received the return and the only answer I kept getting was if I didnt receive it by January 27th to call back. I never had problems receiving a refund from Amazon before or I would never order something that expensive again from them. I dont understand why they are holding my money this time. Im disabled and low income so $165.00 is a lot of money to me. Thank you

  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.
  
  I see the concern you have shared over the return refund on your Order ID: ******************* and have reviewed the matter in detail. 
  
  We have received and processed the return on Wednesday, February 1, 2023; a full refund was issued the same day. You should see the refund within 3-5 days of issue. 
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance in this matter.
  
  Regards,
  Raman R.
  Amazon.com ****************

• 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.

  On December 8th 2022 Order # ***-5525029-9301865 ***-8941150-2253000 ***-0792856-0469033 None of the orders were received I spend total of about $98.00 for this order. The order was to be delivered to ***** Core Civic Correctional Facility, the prison rejected the order and sent back to Amazon in ****** ***** I have spoke with Amazon via chat numerous times regarding this and no one has helped me , I have received an email today stating that after investigation there was no significance to refund my order and I would need to check with my local **** this is the 3rd time and same exact correspondence from the Amazon officials through email however the email doesnt have an option to respond. I have requested to speak with management and to have the opportunity to present documentation from the prison showing that the items were truly rejected and sent back to Amazon . I have spent thousands of dollars with Amazon over the years and I am a prime memeber and have yet still purchased with Amazon throughout this mishaps, I made another Amazon purchase today because I truly love Amazon nevertheless, Amazon have been proven to be a company of dependability however , after the way Amazon reps have blew me off is sorrowful. I am in hopes that this can be resolved at a higher level of authority accordingly.

  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 understand that you haven't received the items orders though they are scanned as delivered. I'm sorry for the inconvenience caused with this.
  
  To help you with it, I've issued a refund for the order#***-0792856-0469033 for $5.28 to your original payment mode, it shall be credited within 3-5 business days.
  
  You can view details of the completed refund on your Amazon.com account:
  
  **********************************************************************************
  
  With regards to order#***-5525029-9301865 and ***-8941150-2253000 has been already reviewed by our internal team and the information provided is correct. For your convenience, I'm providing their correspondence for your reference below.
  
  "Based on the results of our investigation, we aren't able to provide a refund for this order. At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.
  
  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.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  

  Regards,

  *********

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18900661
  
  I am rejecting this response because: Amazon have not allowed me to exhibit hard evidence from the prison that the items were sent back to Amazon in ****** *****, how can amazon conduct any evidence without hard proof of the investigation, the prison sent me this document directly exhibiting that the items were returned to amazon however your investigation team is claiming I am to check with **** which is absurd, I will take this as far as I can take this , its not the matter of the money that was lost, its the matter that amazon is rejected this circumstance in a bias motive, I am a CI with the federal government, the conduct a full investigation you HAVE TO ALLOW the defendant to exhibit hard evidence of their case! And amazon has took my hard earned money and is basically writing me off which is something I would have never expected from a company like amazon. I have added hard evidence of the document that was sent to me by the prison I am hopes you can sincerely consider this case accurately and accordingly. 

  
  Sincerely,
  
  Netrisha *******

• 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.

  Late night Sunday January 22/early Monday, January 23. I was having an issue placing an order for the Owlet dream sock smart monitor. It was on a deal for $169 versus the regular price of $349. Each time I clicked add to order or buy now it was not doing anything Amazon was glitching. I contacted customer service through chat, and they basically were unable to help me and offered for the phone team to call me and I excepted. I received a phone call and the agent that spoke to me told me to place the order at full price as well as send a screenshot of the item price on sale when I was trying to purchase it and after I receive the item to either call or chat, and Amazon would be able to adjust the price to the amount I was supposed to spend but couldnt purchase due to a glitch on Amazons end. The agent said he annotated my account. Fast forward to two days later when I receive the item and reached out to customer service I had multiple agents tell me that they couldnt help me. Both supervisors that I spoke to on the phone but especially the first one was extremely rude and hung up on me. The second one said he was sorry, but wouldnt be able to assist me further because the first supervisor said that I am in eligible for a price Refund and requested that I return the item and so the second supervisor couldnt help me at all and said he was going to have to hang up and he did. It is extremely frustrating that the first customer service agent I spoke to guaranteed that I would be able to get the item for how much I was supposed to which is $169 however when I called the support team they told me that they dont offer price matches and were all extremely rude and had to hang up on me but especially the first supervisor who I didnt even catch her name and the second supervisor wouldnt tell me the first ones name when I called the second time. Now the only option I have is to keep the item at full price or go out of my way to return it because of an Amazon mistake.

  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. You can look up your orders online through Your Account (www.amazon.com/your-account).
  
  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: 18900635
  
  I am rejecting this response because:

  the matter is still unresolved. I replied back in an email with my order ID, but I will attach it here as well. My order ID is *******************
  
  Sincerely,
  
  Zahara Al-tememy

  Business Response

  Date: 02/07/2023

  Hello,
  
  I'm ********* from Amazon.com.
  
  Thank you for writing back to ** with the order ID.
  
  At this moment, we are unable to issue price difference on the order. It is best, we request you to return the item for refund.
  
  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 monitor expires on February 24, 2023.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We appreciate your time and patience in these regards.
  
  Regards,
  
  *********

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18900635
  
  I am rejecting this response because:

  It does not resolve anything on my end or offer any type of compensation. You guys keep saying that I now have to go out of my way so in my own time to go return this item that I wouldnt have purchased in the first place, if your agent did not make a false promise to upkeep this price match. I have sent the screenshot of the item price one it was glitching and not allowing me to add it to the cart and I have also attached the screen shots of the phone call that I received from Amazon and you guys can also look at my chat, history where the agent connected me to the call , not to mention the calls are recorded and monitored and I feel that you guys have every capability to go back and listen to that conversation where I asked the agent if he was sure that once I received my item that you guys would be able to price match. Now youre telling me I have a limited time to even return the thing so if I dont return Im stuck with this  item and paying double what I originally was promised, I would be paying. I dont understand how you guys have such lack of remorse that you cant even apologize on behalf of the extremely rude supervisor that I spoke to and on top of that you guys want me to go out of my way to fix a mistake that you guys as a business made and I have been an Amazon customer for many many years, but **********************  shows no appreciation for that. You guys are basically telling me that Im stuck with it or I can return it and youre offering absolutely no resolution. How is this fair to me as a customer when the agent promised a price match because Amazons website was glitching and not allowing me to add it to the cart? This is truly not fair to me as a customer with there being no resolution, compensation, or even any type of apology for this experience that Ive gone through at the fault of customer service. Its extremely hard to believe that the only thing you guys can come up with is sorry for your inconvenience you need to go out of your way and return the item. 
  
  Sincerely,
  
  Zahara Al-tememy

• 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 11/2/23, Amazon thanked me via email for calling to change my phone number and email, but that was not me. I called Amazon right away on 11/2 to explain that an imposter called to make changes & access my account. Amazon said they'd investigate. **** fixed the issue on 11/5 but I couldn't access account b/c the imposter set up 2FA tied to their contact. On 11/7 it started all over again; Amazon emailed me thanking me for changing my email. Amazon allowed the imposter to change my email and password and access my account even though this just happened. I called Amazon right away on 11/7. I was told to wait 48 hours. I did not hear back. I called repeatedly, spent hours on the phone. Often they could not find my account because my email and phone # were no longer tied to my account since the imposter made changes. When a rep found my account using a previous order #, they saw the root issue and escalated the case to a specialist. I was told the specialists who fix the issue do not take calls, so I can't speak with them to explain. On 11/17 I received an email noting the unauthorized activity. However, I still could not access my account. On 11/17 I received an order confirmation that I did not make. One rep said the only way to prevent the imposter from making purchases was to dispute an order on my credit card, so I did. I was assured over and over that I would hear from someone in ***** hours but I've never received a call to restore my access. Multiple times the call was "disconnected" and the rep didn't call me back, so I had to start from square one, navigating the automated system, explaining the whole story to a new rep. **** say to contact using the "link" but it requires you to login - which I can't do! I still have no access to my account, which has receipts for items covered by warranty. I can verify ownership of my account using details of orders placed over the past several years that I've had the account. Please help me get access to my account again.

  Business Response

  Date: 02/03/2023

  Hello,

  
  We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2/3/23 confirming account reinstatement.

  
  Sincerely,

  ******************
  
  Amazon.com

  Customer Answer

  Date: 02/10/2023

  Hello,
  
  ********* at Amazon reached out and provided next steps and instructions on how to access my account. She was amazing. I have successfully gained access to my account. I see all of my historical orders, as well as several orders over the past 3 months (when I did not have access) which were made by the person who took over my account. Amazon assured me months ago that since my account was under investigation, no orders could be made by any party, but now I see this was not the case. ********* indicated these orders would be removed or hidden from my account, and she said she would call me again Thursday to describe next steps, but I did not hear back. 
  

  
  

  Business Response

  Date: 02/14/2023

  Hello,
  
  I am *************;from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I understand your concern regarding the account access. I'm sorry for the inconvenience caused.
  
  Upon checking on it, I can see the account is fully restored and you should be able to access it and place the order as normally you would do. A confirmation email was sent on Friday, February 3, 2023 at 2:35 PM (PST). If you are still unable to access it or have any issues, please let us know, we'll be happy to help you further.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We look forward to seeing you again soon.

   

  Regards,
  
  ********
  Amazon.com
  ***********************************

• Initial Complaint

  Date:01/25/2023

  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 requested a refund from Amazon on 1/4/23. I explained that the box the item came in was damaged in shipping so I couldnt return the item in the box it came in. I was told that wouldnt be a problem if I packed the item myself in a different box & returned it. I did & amazon received the return on 1/11/23. I was then told via email I would receive the refund on 1/25/23. When I didnt receive it I contacted Amazon again. I was then told they forgot to scan the ********** would have to wait until 2/19 to receive my refund. After going back & forth because this was not acceptable to me I was then told they have to review my return because it was an expensive item (story changed from not being scanned to now being reviewed). This is outrageous. I returned the item the way they told me to, I was told to wait 14 ********** they have the item but they want me to wait more than a month for my refund. Who does this to customers? I want my refund of $780.29. U cant keep the ********* money.

  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've reviewed your complaint details and I'm truly sorry for the inconvenience you've experienced thus far with regards to order#***-8395079-2208209.
  
  Upon checking the return tracking D8DtSXJHRRMA, we see the return was received on January 17, 2023.
  
  As soon as the return process is complete we shall notify you with an update on refund.
  
  I know your wait has been frustrating and for that, I truly apologize. Please allow us till 2/19/2023, so we make sure the matter is taken care of properly.
  
  Fore more information on return, you can visit the below link:
  *************************************************************************************
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Thanks for your patience and understanding in this regard.

  Regards,

  *********

  Customer Answer

  Date: 01/29/2023

   
  Complaint: 18900371
  
  I am rejecting this response because: according to amazons policy on returns the most it should take is 30 days to refund money. February 19 is more than 30 days. In addition the email I received which I have also attached said **** days. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2023

  Hello,
  
  I'm Prashanth from Amazon.com.
  
  I request you to wait for the return process to be completed. We don't have option to process refund from our end before the item is processed at fulfillment center.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We appreciate your time and patience in these regards.

  Regards,

  *********

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18900371
  
  I am rejecting this response because:Amazon has requested I wait more than 30 days for the refund which is against their policy. Im 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/22/2023

  Refund received

• Initial Complaint

  Date:01/25/2023

  Type:Billing 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.

  Dear Amazon Seller Performance Team,I am submitting the revised appeal to address the deactivation of my Amazon seller central account as a result of violation of a code of conduct policy.I fully understand that this is a very serious matter and wanted to provide your team with all the information necessary to show that I am committed to being a seller that adheres to the principles and policies outlined in the code of conduct and the Amazon Dropshipping policy. Appeal for your kind attention and consideration please:-I have read through the Amazon seller code of conduct several times, reading through each section and applying that to my business on and off Amazon.We understand that you have deactivated our Amazon Seller account in accordance with section 3 of the Amazon Services Europe Business Solutions Agreement. We have not violated Amazons Seller Policies and Seller Code of Conduct because our account is too new and haven't created any listings as yet. ****************************************************************** I am a Director of ******************* Amazon store and I am writing to you today in regard to our account review after we received a notification stating that To sell on Amazon, we need to verify your identity or business information, or both.So I am providing further documents after deactivation of my seller account like 1. Utility Bills 2. Company Registration Certificate 3. Bank Statement 4. Credit Card Statement 5. Article of Associations 6. ID Card to complete verification and reinstatement of my Amazon seller central account. Plan of Action: We are taking the following steps to improve our performance actions Taken to Prevent These Issues In Future:-Got our entire business operatives to revisit Amazon Review Policy in complete detail through this link: ***************************************************************************** I was also putting control of my Amazon seller central account in someone else's hands as I was not the one who was shipping...

  Business Response

  Date: 01/29/2023

  Hello,
  
  Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
  
  We removed this customers access to their seller account on our site. We took this action because an investigation of their account indicated that the customers seller account violated our terms and conditions.
  
  Due to the proprietary nature of our business, we do not provide details on our investigation methods.
  
  We notified the customer of this decision by email on29 Jan 2023.
  Sincerely,
  

  **********
  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.
  
  Sincerely,
  
  ***************************** *************************

• Initial Complaint

  Date:01/25/2023

  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 am writing with respect to Amazon purchase ORDER # ***-4859841-1062669 and *** 1ZRW14852664326256.I purchased a Bose SoundLink Revolve (Series II) Portable Bluetooth Speaker at Amazon online on November 18, 2022. I wanted to return this item and scheduled a pick-up by ***. It was taken away by a *** driver. After the item was picked up, *** record shows that the receiver refused the package and it was sent back to me. Customer ******* of ********************** told me to return the package again when I received it, but it was never delivered to me. *** later informed me that the package was lost in transit. I filed a claim with *** and after investigation, *** confirmed that this package was lost and customer ******* of *** asked me to contact Amazon to finish certain paperwork (which had already been sent to Amazon via email), so that *** can finalize the claim and make refund. I contacted Amazon customer ******* again and was informed that they cannot do anything at this point. They will not assist ***/me in finalizing the claim. I would like to request Amazon and *** to work together and resolve this issue on lost item; and refund $189.74 to me.

  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 understand your concern regarding the lost returned order. I'm sorry for the inconvenience caused.
  
  Upon checking on your provided order, I can see a full refund has been issued on your account back to the original payment method on Friday, January 27, 2023 at 12:28 AM (PST). The refund should reflect back on your billing statement in 3-5 business days.
  
  Thank you for your understanding and patience.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We look forward to seeing you again soon.

   

  Regards,
  
  ********
  Amazon.com
  ***********************************

  Customer Answer

  Date: 01/30/2023

   
  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:01/25/2023

  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 December 14th, I sold and shipped a video game that had sold via my Amazon Seller profile for a total of $47.19 factoring in the item total ($40.59), shipping charged to the Buyer on Amazon ($3.00), and the Tax total that Amazon charges on all purchases ($3.60).Upon seeing the Buyer's address listed in Amazon's Seller Central website, I noticed the Buyer misspelled their address. Both the ************** reside in ***** so I'm familiar with the State. The Buyer wrote "Fort with" as the City, instead of the obvious "**********" that it should have been. Fearing there might be complications, I made sure to fix the address by making my own Shipping Label instead of printing it directly through Amazon with the misspelling. The Buyer immediately requested a refund after it was proven delivered by ****** delivery was listed "In/At Mailbox" by **** on December 19th, 2022, the refund was requested & immediately granted by the ****************************** on December 20th, 2022. The reason for the refund was cited as "Unable to Deliver" but ****' tracking gives me confirmation that it was indeed delivered in the mailbox. Tracking number is attached.Amazon continued to duck/dodge the issue repeatedly as I moved through their channels, saying I didn't ship the order fast enough (I shipped it early, and the Buyer should request a faster Priority shipping if they needed it quicker, that was also not the reason cited in the refund), or saying I am not entitled to protection of any kind because I sought shipping from outside of Amazon (which I did to PROTECT the Buyer), then Amazon would tell me that they have a team investigating it for me and would contact me in a few days. They never contacted me and every single time I call their Support, I have to re-explain all the information all over again & the same process happens - no results. The Buyer never sent back the item, Amazon never refunded me. It would be great to also get back the cost of inventory, $26. Total refund desired = $73.19

  Business Response

  Date: 01/27/2023

  Greetings from Amazon,
  
  I understand that the Seller is contacting us regarding their .113-1389015-5087413
  
  Unfortunately, I was unable to relate a selling account for the email address from which the seller has provided in this complaint, ***********************.
  
  We understand that people use multiple email addresses, but for account confidentiality reasons we cannot release account information to an email address other than the one associated with your Amazon account.
  
  Resend your message using that email address so that we may assist you better.
  
  If you no longer use the email address associated with your account, we ask that you update the email address on file for your account. As a security precaution, we ask our sellers to change their email addresses directly on our website. This ensures that the user requesting the change knows the current login credentials for the existing seller account, preventing any uninvited changes.
  
  To change your email address, follow these step-by-step instructions:
  
  1. Log into Seller Central.
  2. In the Settings section, select "Login Settings".
  3. On the Login Settings page, in the Email section, click "Edit".
  4. On the Change your email address, enter your new email address, and click "Continue".
  
  We understand this is not the outcome you were hoping for in this situation, but it is important for us to complete the security verification process to safeguard confidential information related to your Amazon account.

  We would also like to inform the Seller that they need to file a SAFE-T claim for issues related to the cost of the label, refunds against the order,condition of the item, weight of the item, or eligibility of the return or any other dispute with returns.
  
  Follow the steps given below to file a SAFE-T claim through Seller Central:
  
  1. From the Orders tab, select Manage SAFE-T Claims option.
  
  2. On the Manage SAFE-T Claims page, click File a new SAFE-T Claim at the linked page: *****************************************************
  
  3. Enter the order ID for which you want to file a SAFE-T claim and click Check Eligibility.
  
  4. If your order ID is eligible for a SAFE-T claim, a form will be shown where you will need to fill in the claim details.
  
  5. Provide the reason for filing SAFE-T claim and upload supporting documents as requested.
  
  6. Fill in the Please describe the issue field.
  
  7. Click the acknowledgment check box, and then click Submit SAFE-T claim to file the claim successfully.
  
  8. Once the claim has been submitted, you will receive an email notification from **************************************. Any future correspondence on this claim should be conducted by replying to this email notification.
  
  Note: Any communication related to SAFE-T claims will be sent to the email address configured in Seller Central for receiving "Claims Notifications". To view or edit the Claims Notification email address, go to ******************************************************************.
  
  You can file an appeal if Amazon authorized a return or refund on your behalf that you dont believe should have been authorized.
  
  The Claims team will contact you within 7 days from the date you file the SAFE-T claim. In such cases, you do not have to file it again.
  
  For more information, go to ****************************************************************

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18900021
  
  I am rejecting this response because: I already submitted a Safe-T claim, it was automatically rejected because of the shipping being sought outside of Amazons Buy Shipping and then Support agents told me that was alright because I did my own shipping to HELP the Buyer/Customer.

  I will re-submit this ******************** complaint with my seller account email, but in all honesty I could just give that information and it would save us all a lot of time. As it stands now, asking me to resubmit this entire complaint again is feeling similar to the bureaucracy that is partially why were here in the first place.

  So while I reject this all as any solution to the problem, clearly I will be forced to comply by providing the entire original complaint all over again, but from my Seller Account email.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/03/2023

  The email for my Amazon Seller account is ********************* if that's the clarification that's being requested. Because there was a character limit on my original complain post, I figured I should just add here that Amazon's response via any Support means is all automated unless you speak with someone on the phone. So my SAFE-T claim was completely futile, in that its automated systems couldn't capture the intricacies & reasoning I used for seeking shipping outside of "Buy Amazon." Mind you, I was also a Seller of only about **** days when the Shipping had to happen, therefore I was also unaware that Amazon would penalize me for simply trying to help the customer/Buyer out with accurate information. Any human on the phone would acknowledge this with me, but the automated systems continued to deny & penalize. Humans on the phone, however, were locked down by Amazon's bureaucracy but also practices that led to me simply waiting with no responses or action.

  It is common knowledge that Amazon is a massive company and deals in large quantities of revenue, were I'm asking for mere pennies to be owed what is right in this scenario. It would hardly be a gross detriment to Amazon as a company if I am given the amount I am rightfully owed, which isn't even in triple digits. Thank you.
  

  Business Response

  Date: 03/29/2023

  Tell us why here...Hello from Amazon,
  
  I understand that the seller is requesting refund for the Safe-T ***** on Order ID *******************.
  
  Our Safe-T team confirmed that customer was issued a refund from ********************** **************** on order #******************* of 1 Five Nights **************************** ********* Switch) on 12/19/2022 16:39 PST for USD 47.19.
  
  Seller then raised a claim on 12/20/2022 10:03 PST stating that the customer requested a refund for reason request "UnableToDeliver" but that the Seller provided screenshots from carrier that show the item was delivered on 12/19/2022 11:43 PST. Seller also states that they shipped the item out to the carrier by the ship by date and that the customer misspelled their city in the order details that could have caused issues with the processing for the delivery.
  
  The Seller provided 3 images as claim support: 1 screenshot of tracking from the carrier showing that the shipping label was created on 12/14/22 18:00 PST and the first scan at the carrier on 12/16/22 17:42 PST, 1 screenshot of order details page from Seller Central highlighting the deliver by date of 12/16/22 and the misspelling of the town as "Fort With, **" instead of "**********, **", and 1 screenshot of the carrier tracking details of the delivery scan to customer at 12/19/******** PST.
  
  As the Order requires a ship by date of 12/14/2022 23:59 PST and max *** of 12/16/2022 23:59 PST, the Seller is already in violation of both ship by and delivery date as the carrier first scan from image support is 12/16/2022.
  
  SAFE-T investigator reviewed the initial claim that the item was delivered, but as the **************** issued a refund to customer for item not received and the initial tracking validates shipment delivered to buyer's address although late, the Seller did not use buy shipping nor required signature confirmation delivery as per reimbursement policy below, thus SAFE-T denied the initial claim.
  
  *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************.
  
  Thank you.

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 18900021
  
  I am rejecting this response because: First, the reason cited for the denial of my refund request was that the shipping was purchased from outside of Amazon (which I justifiably defended by reason of my desire to protect the customer, which I did, after their own misspelling of the address; need it also be said yet again that I was a brand new Seller as of just ten days prior to this incident), not a denial of my refund based on the order being delivered late or anything, which I shall address below:

  The order was shipped out within minutes of the label being created, which is the first time shown on the screenshot I provided that displays ***** tracking. This is how all of my packages were promptly handled as a Seller on Amazon, the only difference in this case is the shipping being done outside of Amazon (reason noted above, and in previous steps of this complaint). I am completely unable to affect ***** process after I've handed it off to them. I dropped the package off with many hours to spare on the 14th of December, well before the time given by Amazon just now in this complaint, and if **** takes longer to make any scans along the way, unfortunately I cannot and should not be held accountable for that. Need it also be said, the obvious: December 14th and all dates/times around it are heavily-trafficked for the post office, so I should also not be held liable for any holiday setbacks the post office might incur. I completed my part as a Seller on Amazon with care, helping to ensure the customer would receive their package, which the screenshot has proven they *DID* receive, yet the customer's refund request was cited with the reason "Unable to Deliver" (which is false).

  This is yet another example of Amazon, a very large entity, fighting me, a sole proprietor/small business, for what would be mere pennies to them as an organization. Trying to give me a myriad of *other* reasons why my refund request was denied, when there is proof AGAINST the original reason for the Buyer/Customer's refund request (the "Unable to Deliver" reason given by the Buyer...which has been proven false). I would still like to either be given back my missing (stolen) inventory, or the refund I've requested in this complaint originally if that inventory will not be provided. This is on the grounds that I completed all of the tasks as a Seller with care & with the customer in mind, and on the grounds that my screenshots provide proof of the delivery arriving to the customer despite their refund request being made due to a reason of being Unable to Deliver (false).
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item on November of 2021 and returned it. Amazon has confirmed that they have received the item and I received a refund. However, on January 17th 2023 they claimed that I didn't return a replacement item and charged me for it. I never asked for a replacement. I asked for a refund and was previously given the refund. They received the refund in November of 2022. What company would send a replacement and refund the money? When I contacted Amazon a week ago they said that they would refund my money and they gave me a $10 credit as compensation. That refund never came. I called them again yesterday and they acted like they where going to refund it again but they where asking for another 3 to 5 days. Then they came back and said the system wouldn't allow them to refund my money that they stole.

  Business Response

  Date: 01/27/2023

  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.
  
  Upon checking the order details, on Order ID: ******************* for the item LINKUP - Ultra PCIe 4.0 X16 Riser Cable [RTX4090 RX6950XT x570 B550 Z690 Tested] Shielded High-Speed Vertical Mount Gaming PCI Express Gen4?Universal , the refund of $54.08 issued on Tuesday, November 22, 2022 at 9:44 AM (PST).
  
  As you mentioned that there is charge on 1/17/2023, upon reviewing the complaint there is no charge made on this order and there is no charge related to that amount made on the account.
  
  I request you to contact the bank to get the exact details of charge.
  
  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

   
  Complaint: 18900004
  
  I am rejecting this response because: the charge still shows up on my account line banking. It is a total lie that they havent charged me. I have attached a screenshot from my bank account showing the charge.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/04/2023

  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've gone through the account completely again and I can confirm that there is no charge for that amount on your amazon account. 
  
  Since we were unable to find an account with the information you have provided, I recommend you dispute this charge directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We appreciate your time and patience in this regards. We look forward to seeing you again soon.
  
  Regards,
  
  Mahendra
  Amazon.com
  ***********************************

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on oct i ordered a mattress in the box they gave time for delivery it was supposed to be set up due to instrution they put on floor and left went back and forth with amazon was suppose to pic up but *** would not pic up mattress out box so i was forced to try it out after having it tried plenty of times with no avail i called on the 23 of january after a message came to rate and i saw where i could still rtn have a screen shoot of i called several times getting hung up and saying *** would pic up they tried to negotiate 20perscent off i told them i wanted full refund on lady said she was refunding but sent email saying she could not and she looked into *** and i told here the day before they said i would get a email with instrutions to call for pic up never called called back they are tring to offer me 20 percent off and i am in guidelines to get full refund i have screen shots and messages from amazon please help i am sending the last three but amazon has more and recordings

  Business Response

  Date: 03/03/2023

  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 apologize for the inconvenience caused regarding the mattress order.
  
  I've escalated the issue to our team for necessary action to avoid it in future and have issued a refund on your account back to the original payment method. The refund should reflect back in 3-5 business days.
  
  Total refunded : $551.47. You will receive an email once the refund is completed. 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
  ***********************************