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.
21,528 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:01/25/2023
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.
Ive made an order on Amazon on September 2022 with this number #***-9137115-9975461. The items were shipped in two packages through *** carrier with tracking numbers: 1Z099E7R0434966706 and 1ZY488760420933621 and I was expecting a delivery on October approximately. However, its been over three months since then and I havent received the packages yet.I contacted Amazon through their call center several times and I was told that I should keep waiting for the delivery or contact the carrier handling these packages. And so I did, I contacted *** multiple times and they told me that they would look into it and call me back when they get an update on the status of my packages. Recently I received a call from *** telling me these packages were recalled by the sender and thats why they havent been delivered to me.So I checked the tracking numbers Amazon gave me. As you can see in Image Number 1 (attached), the first package (1Z099E7R0434966706) was delivered to a location in *****************, however Im living in **** and I bought these items with my ******** address. The second package (1ZY488760420933621) is still marked as On The Way as you can see in Image Number 2 (attached) and when you click in View Details, you can clearly see in Image Number 3 (attached) that this package is also on its way to a location in *****************.Its been way too long since I bought these items and now Im getting notice that what I bought is never going to be delivered to me. I no longer even need or want these items. Amazon literally scammed me and I just want my money back.
Business Response
Date: 02/10/2023
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.

Were sorry to hear that you havent received your item(s) from order 111-9137115-9975461. Ive reviewed your account, as well as our previous correspondences with you.

I'm sorry about the misunderstanding and incorrect information that you received. The previous correspondence doesnt correctly reflect our current procedures at this time. Based on the results of our investigation, and as you did not contact us within 30 days of the estimated delivery date for your items, we cannot provide a concession for this order.

At this time, Amazon isn't able to resolve this issue, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss'. See ********************************************************************************************* more information.

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 02/10/2023

Complaint: 18895936

I am rejecting this response because: I must respectfully disagree with your conclusion that I did not contact you within the 30 days of the estimated delivery date. As a matter of fact, I did reach out to your customer service team within the specified time frame to inquire about the status of my order by contacting you through your call center on several occasions. The response I got was that I should KEEP WAITING for the delivery and contact the carrier ***** to ask for updates on my package.
When I called the carrier, *** stated that they would start an investigation on the matter. I received a call from them just the day before I filed this BBB complaint where they told me that their investigation had concluded and that the packages were being returned to the sender. Which, again, you could find out if you took the time to carefully check the tracking numbers of my order.
Its outrageous that you are telling me to wait and when I do and its past your supposed 30 days, you refuse to give any help whatsoever.

Finally, I KINDLY ask you to CHECK the tracking numbers of my order in the carriers website to see that this order has never been delivered to me and read carefully through my complaint.
If you are unable to help with this situation, I would kindly request you to transfer this conversations transcripts to an specialist who has enough time to read through my complaint and that can help me to get a REFUND on my order since I didnt get any of the packages of my order.

Sincerely,

***** A ****** B
Business Response
Date: 02/16/2023
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 however I'm sorry, our team have re-investigated this issue and the information that I've provided earlier remained same. We are unable to refund this order.

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 this matter.

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

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:
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.
Received a gift: Order ID: *******************. On 1/15/23, Followed the steps, as per indicated on their website, to return a gift without a gift receipt. Was given: Amazon Return ID: ************. The instructions said that the seller would send me a label within 5 days. No label was sent to me, so I contact Amazon support for help. They said they would reach out to the seller again & if after 2 more days there still wasn't a label, to contact Amazon again. On 1/25/23 I reached out to Amazon support again & they said that they can't help me with 3rd party gift returns. I asked about the A-Z guarantee & because it is a gift, they can't initiate a claim, nor could they submit a ticket for me to get further assistance. No where on their website does it say that 3rd party sold gift returns cannot be returned. It specifically says it follows the Amazon policy & if there is an issue to file a claim - which the Amazon supervisor would not let me file. All I am asking for is Amazon credit for the gift that I do not want. I will return it to Amazon if they give me a return label. As this was a gift, per the Amazon policy for gift returns, the purchaser would not be notified of this return & I would get store credit rather than a refund. Amazon is not honoring their return policies for gifts or for 3rd party sellers.
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 am sorry for the inconvenience caused to you with the Order ID: ******************* regarding the gift return.

As it is is seller order our option on it are limited and I've requested the return label for your account.

The seller will respond within 2 business days directly to your account. Once you receive the you can use the label to return the item.

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: 01/30/2023

Complaint: 18899556

I am rejecting this response because: a return label has been requested from the seller 4 times now and has NOT been sent. I contacted the gift giver to provide me with the gift return link (see attached), so I went through all of the proper protocols for a return. I want an A-Z guarantee case opened for this. All I want to do is return this gift & get Amazon gift card for it - per the instructions & information provided by Amazon.com. Amazon is not honoring their gift return policy and has NO policy regarding 3rd party seller gift returns when sellers dont respond with a return label.

Sincerely,

***********************************
Business Response
Date: 02/08/2023
Hello,

I am Mahendra from Amazon.com.

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

I am sorry for the inconvenience caused to you with the Order ID: ******************* regarding the gift return.

Upon checking the order details the refund of $128.54 is already issued back to your original payment method on Wednesday, February 1, 2023 & Wednesday, February 8, 2023.

You'll also be able to see the refund request here: ***********************************************************************************

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.
I purchased an iPhone XR on this website, Order ID: ******************* The phone did not operate as expected (basic function, cant make iCloud account) I returned the item on 1/3/23 using Amazon return label: tracking 1Z0V2Y979052438350 The item has been in transit for over 3 weeks, it is stuck in transit with no updates Amazon customer service said rest assured we will make sure you wont bear any loss Well here we are almost a month and no refund Now they tell me they cant help if its not delivered!! How can i be responsible for *******
Business Response
Date: 02/19/2023
Hello,

I'm ***************;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 checked the order in question.

In most situations, returns will be processed by Amazon in 14 days. In some situations, it may take longer.

In those situations where the return item is not processed in 14 days, we want to investigate the return to determine why it was not delivered/processed by our return center.

In many instances, this additional time will allow our return center to find the item and process it.

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

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 02/22/2023

Complaint: 18899341

I am rejecting this response because:
They are making me wait 60 days, March 05, and they have not confirmed if they will help me with my loss. I am willing to wait but "looking into" the situation after 60 days without reassurance that I'll be protected is frustrating.
Sincerely,

*********************
Customer Answer
Date: 03/05/2023
I returned there iPhone XR January 3rd 2023
the item has not been delivered and the carrier received a claim around January 23rd
there has been no updates from the carrier and the packageis deemed lost
Amazon provided the return label yet they are not helping after promising i wouldnt bear any lost via chat
i dont have either product or refund this is not acceptable for a large corporation to not help their consumers
Business Response
Date: 03/09/2023
Hello,

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

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

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

In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

Since you haven't been issued a refund by March 5, we recommend that you reach out to the carrier that you used to return the item to Amazon.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 03/09/2023

Complaint: 18899341

I am rejecting this response because:
I was told that I Would be covered in this situation as the return label was proved by amazon only Amazon can claim insurance on this package as its on your *** account number
I also have looked online and seen that people were refunded for similar situation
If my order doesnt arrive to me or from me I should reasonably be refunded
How can I trust you guys when you are not taking responsibility of your fulfillment partner
I will proceed to make a lawsuit in small claims court as you guys may need help in being regulated and fair
Sincerely,

*********************
Initial Complaint
Date:01/25/2023
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 have called Amazon at least 5 times within 2 days about Amazon Household not working properly. An agent was supposed to call me back but never did, so I called AGAIN. Then the agent I was speaking to put me on hold to transfer me. After waiting on hold for some minutes, the line was disconnected.
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 apologize for the bad experience you had with us. I've shared the feedback with our team for necessary action to avoid it in future.

I request you to please let me know the issue you are facing with Amazon Household. I'll check on it and help you further. Looking forward for the details.

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

Complaint: 18899197

I am rejecting this response because: Initial contact has been made but the issue has not yet been addressed.

Sincerely,

Mayo Az
Business Response
Date: 02/10/2023
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've checked on it and I can see you are currently subscribed to "Student Prime" on your account. Prime Student members (trial or paid), Prime Video members (trial or paid), and customers who receive shipping benefits from another member cant share their Prime benefits.

You may refer to "Sharing Amazon Prime Benefits" details on this below link for more details.

********************************************************************************************...

You may subscribe to regular Prime subscription to be able to set up household on your account.

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: 02/13/2023

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,

**** Az
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.
Staff member hung up refused to do there job after I've call and been on the phone with amazon and pilot for 9 hours well both companies blame each other. An no one's showed up and pick up my return at the scheduled time . An refused to transfer me too the proper department then hangs up the call Meanwhile Amazon is holding my money after they sent me a product not made out of the materials stated that fell apart
Customer Answer
Date: 02/01/2023
I did, an they can view by name this is just another for of harassmentlike changing the date they plan on refund my money every time they are contacted
Business Response
Date: 02/07/2023
Hello *********************,

I'm Arun 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 the complaint and understand your concern regarding the Order ID: ******************* return.

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

I've created a new pickup for the order and it should be picked up with the next 48 hours or else you can dispose or give away the item.

I see that the refund is already processed to the original payment method which was used.

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

Regards,
Arun

Amazon.com
***********************************
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.
Amazon refuses to honor their warranty on their products. Amazon Blink tech support has admitted to known issues with their defective cameras and various other hardware for well over 2 years now with no fix for the defective equipment. Aside from the defective equipment, I believe that they have falsely advertised their cameras as HD when they are in fact NOT HD cameras.Every time I ask them to honor their warranty, they either **** me off on someone else, or directly refuse. I have been asking them to honor their product warranty for over 6 months now,......I have wasted over 6 months trying to resolute the issue with them, but they still refuse to provide me with non-defective replacements or a refund for the defective equipment.In summary:A) The cameras don't work to detect motion the majority of the time unless manual intervention is done, which completely defeats the purpose of having such a camera system. Unless manual intervention is done to frequently reset the cameras, they do not work at all. Many others have reported the same problem. Amazon Blink has admitted to being aware of this issue for years.B) At least since the most recent roll out of firmware was released sometime last year, their Sync Modules do not work at all anymore. Many others have reported the same problem. Amazon Blink has admitted to being aware of this issue at least since the most recent firmware release sometime last year.C) The package of the cameras state that these devices are HD. They do not appear to be HD. I have read online that many others have verified the same complaint.D) They refuse to honor their warranty for the above products.If they can honor their warranty and provide me with non-defective ************ as replacements 100% at their own cost, that would be great but I would much rather prefer to have a refund so I don't have worry about wasting any more time dealing with this company in the future.
Business Response
Date: 02/11/2023
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 blink camera issue. I'm sorry for the inconvenience caused.

I've reported the issue to our team and we received a response that the technical support team have already addressed the issue. As per the team, they have

- Addressed each of the concerns individually
- Set the expectation more than once that our email response times can take up to 48hrs
- Thoroughly explained that the issue that was previously informed was "known" regarding the Local Storage/Sync Module has since been fixed, therefore solidifying that you are experiencing a different, unrelated issue (likely due to Wifi connectivity) that we must investigate
- Kindly requested that you grant ****** to your account so that we may review the error logs/determine the origin of the issues/further troubleshoot
- Assured that we would be more than happy to work with you to troubleshoot and ultimately resolve the issues with Local Storage and then proceed to further address the issues you have been experiencing with the motion detection on the Mini cameras and devise a working resolution

However Throughout the duration of this correspondence we have found that you are continuously re-stating concerns that we have already thoroughly addressed, declining to unlock your account, refusing to troubleshoot the issues to any extent, requesting subscription trial extensions for "years" at a time (which we cannot do for any customer), and repeatedly emailing us on an hourly basis looking for a reply.

We have tried numerous times to address your concerns and ultimately assist with finding a resolution, but have received only pushback.

As stated above, we would be more than happy to troubleshoot the issues and reach a working resolution that ensures that you can utilize the system as designed. This can only be done with your cooperation with us in resolving the matter and following the troubleshooting steps that our team provides. The replacements or warranties are applicable when the device fails to perform the designed task after following all the applicable steps which are being refused to be done.

I kindly request you to please contact the blink customer service again, follow the troubleshooting steps that they request for, allow us to unlock the account to be able to get the logs to determine the issue so that we can together get this resolved.

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: 02/21/2023
Amazon refuses to honor their warranty on their products. Amazon Blink tech support has admitted to known issues with their defective cameras and various other hardware for well over 2 years now with no fix for the defective equipment. Aside from the defective equipment, I believe that they have falsely advertised their cameras as HD when they are in fact NOT HD cameras. Every time I ask them to honor their warranty, they either **** me off on someone else, or directly refuse. I have been asking them to honor their product warranty for over 6 months now,......I have wasted over 6 months trying to resolute the issue with them, but they still refuse to provide me with non-defective replacements or a refund for the defective equipment. In summary: A) The cameras don't work to detect motion the majority of the time unless manual intervention is done, which completely defeats the purpose of having such a camera system. Unless manual intervention is done to frequently reset the cameras, they do not work at all. Many others have reported the same problem. Amazon Blink has admitted to being aware of this issue for years. B) The package of the cameras state that these devices are HD. They do not appear to be HD. I have read online that many others have verified the same complaint. C) They eventually admitted to the problems with the cameras and have told me that there is no fix for the issue, yet they still refuse to honor their warranty for the above products. If they can honor their warranty and provide me with non-defective ************ as replacements 100% at their own cost, that would be great but I would much rather prefer to have a refund so I don't have worry about wasting any more time dealing with this company in the future. I still have not had any feedback from the company in regards to any follow up for any of the above concerns. Why is BBB not updating my initial complaint when I respond?
Business Response
Date: 02/22/2023
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 blink camera issue.

As we discussed in the previous BBB Complaint#********; I've reported the issue to our team and we received a response that the technical support team have already addressed the issue. As per the team, they have

- Addressed each of the concerns individually
- Set the expectation more than once that our email response times can take up to 48hrs
- Thoroughly explained that the issue that was previously informed was "known" regarding the Local Storage/Sync Module has since been fixed, therefore solidifying that you are experiencing a different, unrelated issue (likely due to Wifi connectivity) that we must investigate
- Kindly requested that you grant ****** to your account so that we may review the error logs/determine the origin of the issues/further troubleshoot
- Assured that we would be more than happy to work with you to troubleshoot and ultimately resolve the issues with Local Storage and then proceed to further address the issues you have been experiencing with the motion detection on the Mini cameras and devise a working resolution

However Throughout the duration of this correspondence we have found that you are continuously re-stating concerns that we have already thoroughly addressed, declining to unlock your account, refusing to troubleshoot the issues to any extent, requesting subscription trial extensions for "years" at a time (which we cannot do for any customer), and repeatedly emailing us on an hourly basis looking for a reply.

We have tried numerous times to address your concerns and ultimately assist with finding a resolution, but have received only pushback.

As stated above, we would be more than happy to troubleshoot the issues and reach a working resolution that ensures that you can utilize the system as designed. This can only be done with your cooperation with us in resolving the matter and following the troubleshooting steps that our team provides. The replacements or warranties are applicable when the device fails to perform the designed task after following all the applicable steps which are being refused to be done.

I kindly request you to please contact the blink customer service again, follow the troubleshooting steps that they request for, allow us to unlock the account to be able to get the logs to determine the issue so that we can together get this resolved.

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: 02/22/2023
I am rejecting this response because:

After 6 months of troubleshooting and conversations with support, support has confirmed that their equipment is defective with known problems. Support has also confirmed that they cannot fix the problems with their product. Any recommendations that support has provided has only made the issues worse. I have asked on numerous occasions for them to honor their warranty. Support STILL refuses to honor their product warranty. 6+ months, and support STILL refuses to honor their product warranty.

Please see the attached information provided to me by support.

I do not understand why a company would refuse to honor their product warranty, especially with widely known defects with their products exist. For 6+ months they have refused to honor their product warranty.

Sincerely,

**********
Business Response
Date: 03/02/2023
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've checked on the ***** issue again with our team and as stated earlier, the team would be more than happy to troubleshoot the issues and reach a working resolution that ensures that you can utilize the system as designed. This can only be done with your cooperation with us in resolving the matter and following the troubleshooting steps that our team provides.

The replacements or warranties are applicable when the device fails to perform the designed task after following all the applicable steps which are being refused to be done from your end.

If you have received any other response from the ***** support who is simply refusing to help after you have provided all your consent for the troubleshooting with all the requested permissions, then I'd request to please forward us YOUR messages to ***** and THEIR responses to you with refusals so that I can take it up with the team for the help.

Looking forward for the details.

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: 03/06/2023

Complaint: 18898950

I am rejecting this response because:

I don't know why this person keeps referencing troubleshooting the problem that is already known to exist, and for which he has no resolution for, and support has no resolution for. Why does he keep asking me to troubleshoot a problem with support when I have already done so for 6+ months? I have tried everything support has suggested, but their advice has only made things worse. On numerous occasions I provided the requested information and access to support, with no positive outcome, only pushback in regards to the product warranty. I have even went above and beyond on multiple occasions to provide support with documentation and references of tons of others that are having the same defects with their hardware. I have spent countless hours just trying to help support, so that they can help me.
I feel as if I am talking to a brick wall with this ******* person. After countless months of doing everything that support requested for me to do, there is STILL no fix for their defective equipment. Eventually they finally admitted that there is a non-fixable defect with the cameras(as shown in the previously attached image) and when I ask them to honor their warranty, they refuse, and still refuse. Now for some strange reason this ******* person is requesting for me to continue troubleshooting with support. Even though it would not make any difference, I have tried contacting support as ******* requested, but the last few emails that I sent to the support department have not returned any response from them. Even if I were to hear back from the support department, it makes no sense to continue troubleshooting a known hardware defect when the root cause is already known(the hardware is defective). Now, ******* also states that he will not further assist in this matter(see attached image).
I was really hoping to resolute this issue in a reasonable time frame. After working with support for the past 6+ months, my warranty is more than halfway to it's expiration, so there goes that plan. I have wasted an unreasonable amount of time(6+ months) working with support on the issue and I still only receive pushback from the company in regards to the product warranty. How much longer must one wait in order to utilize their product warranty? Does everyone have to wait 6+ months to utilize their product warranty? If so, that is an extremely poor way to do business. If not, then why am I being singled out?

Sincerely,

**********
Business Response
Date: 03/09/2023
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 blink warranty.

I've escalated it again to our team and received a response that

Throughout the duration of this correspondence we have found that you are continuously re-stating concerns that team have already thoroughly addressed, declining to unlock your account, refusing to troubleshoot the issues to any extent, requesting subscription trial extensions for "years" at a time (which we cannot do for any customer), and repeatedly emailing us on an hourly basis looking for a reply. The team have tried numerous times to address your concerns and ultimately assist with finding a resolution, but have received only pushback.

As stated earlier, the team would be more than happy to troubleshoot the issues and reach a working resolution that ensures that you can utilize the system as designed. This can only be done with your cooperation with us in resolving the matter and following the troubleshooting steps that our team provides. The replacements or warranties are applicable when the device fails to perform the designed task after following all the applicable steps which are being refused to be done.

I'd like to request again, If you have received any other response from the ***** support who is simply refusing to help after you have provided all your consent for the troubleshooting with all the requested permissions, then I'd request to please forward us YOUR messages to ***** and THEIR responses to you with refusals as the screenshot so that I can take it up with the team for the help.

Looking forward for the requested information.

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: 03/13/2023
I believe that you have either received false information, or misguided information. At the risk of having to restate information that I have already provided, again and again, I will try to clarify a bit:

There were 2 types of devices that had issues, the cameras, and the sync modules.

The cameras:
I have worked with support for the past half a year or so, providing them with all of the information they have asked for and needed in order to do their job on their end. I have tried everything they have suggested, and it only made things worse. Only after I made them aware of countless others having the same problems, they admitted that the devices are defective and that there is no fix for the defective cameras. I have requested a warranty resolution ever since, with only pushback, and still no resolution to the issue. The discussion about the cameras ended with support confirming the hardware defects, and that there is nothing that they can do to fix the problems. You would think after all of the time spent working with the support team in addition to having the hardware defects confirmed, that there would be no issue with obtaining a warranty resolution, but you would be wrong. *********** has still yet to honor my product warranty.

The sync modules:
After the support team confirmed that there is no resolution or fix for the hardware defects with their cameras, the company released a broken firmware update to all sync modules that rendered them completely useless. After constantly following up with support for a firmware update to correct the problem they eventually told me that my issue was fixed months later and that my hardware should be working perfectly fine(but it was not), and that there must be something wrong with my network,and tried to get me to install random 3rd party software on my phone so they can connect to my home network for some strange reason. This immediately raised a red flag, as it should.

Even after following up with numerous emails to try to elaborate in a more clear fashion that I indeed still have the problem, and that the firmware has not been rolled out to my device yet, they still insisted on having me install random 3rd party software on my cellphone so they could connect to and monitor my home network. In short,all I asked for was how to install the new firmware if it actually was released, but again they refuse to properly assist. Only after spending countless hours on ****** did I eventually find out how to update the firmware on my device on my own. I should have just done that from the beginning as support only prolonged the problem.

Unfortunately this has been the majority of the conversation with the support team. Either they completely misinterpret what I ask of them, or they have a completely different person respond to me so I have to start all over from the beginning explaining things to them because they are new to the conversation, and/or they did not read the previous discussions. Yes, as you may have guessed, this gets to be quite tedious and time consuming to have to reiterate the same thing over and over and over and over and over again.

In summary:
Only after I was able to solve the problem with the sync modules on my own, now the sync modules appear to be working as intended(We will see after the subscription ends. Numerous others have reported that new problems arise immediately after the subscription ends). The issue was solely related to the broken firmware that the company forcefully released months earlier and had nothing to do with my home network. Any reference in regards to the sync modules is moot to this discussion as I have previously corrected in my 2nd complaint.

The cameras are still defective due to a known hardware defect. Confirmed by the support team themselves months ago and displayed in a previous attachment. They have been well aware of the hardware defects with their devices since the launch of their product, and their own support forums are cluttered with others like myself with the same hardware defects. Every forum post of others with the same hardware defects has had similar interactions with the support team where they receive no response from support, or the support team refuses to properly assist and/or refuse to honor their product warranty.

I have had nothing but pushback in regards to the company honoring their product warranty. There are endless amounts of others on the forums that have reported the same.

Again I ask, how long do you actually expect someone to have to wait in order to utilize their product warranty on your known defective equipment.seriously?

R.S.
Customer Answer
Date: 03/22/2023
Hello,

My name is ******************************
Initial Complaint
Date:01/25/2023
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.
In September 2022 I ordered a total of ***** books from Amazon, which are printed through Amazon's KDP service. I have done this many times in the past, ordering thousands of books. In September I ordered two different titles in two separate shipments of 500 books each. Due to the volume of the order, they ship the books in multiple different boxes. One box from the shipment containing 153 books never arrived. I paid $621.18 for these 153 books. Of the books that did arrive, 134 of them were misprinted or extremely damaged. I contacted Amazon immediately to notify them of the missing box and to return the 134 misprinted/damaged books valued at $544.04. I needed help getting the return slips because when you go on Amazon.com to return something it wont let you choose the quantity, so it wanted me to put each one of these books in separate boxes to return them. Because there are 134 books to return, I contacted Amazon to get help putting them together on a couple return slips so I could put all the books in 1 or 2 boxes, not 134 boxes. They were unable to help and sent my request to the leadership team. I followed up many times in the weeks following. When they finally got back to me, they said they couldn't return the books because they are now past their 30 day return window! Even though I had originally contacted them right after receiving the damaged books! I have contacted Amazon 27 different times now to try and get this resolved! They expedite my request to their leadership team and then no one ever gets back to me as promised. Each time I speak with Amazon customer service, I am promised that this issue will be resolved. They tell me to wait ***** hours and they will get back to me, but they dont. I would be okay with a refund to my original form of payment, or credit to my Amazon account, or just having them re-send me the books. Ultimately, I just need the books and to not be out $1,165.22. Thank you for your time and help with getting this resolved.
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 damaged and missing books.

I see the issue was escalated to our team and to help you on this issue, a gift card worth $1169.00 was issued on your account on March 1st.

You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

*************************************.

I hope this helps.

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: 03/13/2023
From: ************************************** <*********************>
Sent: Friday, March 10, 2023 5:49 PM
To: Resolutions <*****************************************>
Subject: Case resolved

Complaint ***********

Case has been resolved. Thank you so much!!

Sincerely,
**************************************
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.
Amazon hides information and ways to see seller info when purchasing products. I purchased a blu ray disc player which never specified it was refurbished. It appeared to be brand new and showed all the manufacturer information. Most things are sold through third party sellers but never had an issue until now. Ive been trying for over an hour to get to the sellers page which the app will give me no way to get to the sellers page. I couldnt even see the seller was anyone other than **** before I purchased the product. It arrived today in a **** box with bubble wrap a loose blu ray player and remote. This is extremely unethical and shady business practices on amazons part. I have purchased most things Ive needed on Amazon over the past decade but if this is the route they are choosing to go in business practices and not be transparent I will reconsider where I shop. This process also wasted my time and caused me to have to pay an additional $4.05 to send the product back. On top of that I have to wait for a refund from the seller until they receive the product back.
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 "Sony blu ray order". I'm sorry for the inconvenience caused.

Amazon offers multiple options to buy any item on our website form different sellers. We offer new as well as renewed and used items. The description that you see on the website is updated with all the details of the item however may not include the information about the condition of the same.

The condition of the item will be visible when you proceed to add the item to your cart and goto checkout to purchase the same. I see you have contacted the seller for this order who have shared the screenshots where you can compare and see the details about the item being purchased from our website before you complete the payment.

The item you have purchased was a refurbished one which is listed as "Used - Mint" condition. I see you have already returned it and the seller has refunded the order as well back to your original payment on Wednesday, January 25, 2023 at 8:39 PM (PST). The refund will reflect back in 3-5 business days on your billing statement.

I'd request to please notice those details which seller has provided for any purchase on Amazon.com If the item still does not meet your expectation at anytime within return window, you are welcome to return the order for a refund. Since the order was delivered in the same condition as displayed, we are unable to refund any additional expenses aside the order value which is already refunded on your account.

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: 01/28/2023

Complaint: 18898928

I am rejecting this response because: the Amazon app did not show the condition. In the photos provided it made it appear as if it was **** selling a new blu ray player. To resolve this I would like Amazon to update the app correctly for all users to show that an item is new or used and who the seller is and an easier way to access the sellers storefront to see reviews. I would also like the cost incurred to be refunded either to my Amazon account, an Amazon gift card, or a check via mail. I incurred $4.05 charge to return the item to print out the shipping label. I would like $25 for the cost and my time involved in holding Amazon accountable.

Sincerely,

***********************
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.
Order# ***-7774767-9785869 for Mega Candles 20 pcs black purchased for $11.97 on 1/19 was not delivered with amazon.com text message that it is running late and if not delivered by 1/24 the next day I can request the refund.1. When I clicked on the button "Get refund" I received email that my request cannot be processed, and instructed to call their customer service.2. My attempt to call ****************** customer service was negative since prerecorded message was keep asking if I want that text message to be send to my land based phone regardless of me loudly and clearly answering NO so I could not connect to Amazon.com **************** representative.Since I cannot get my money back from amazon.com I am asking Better Business Bureau to step in to help receive my refund.Looks like lately Aamazon.com is trying to ignore its obligation to return money for not delivered purchase.
Business Response
Date: 01/27/2023
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.

Were sorry to hear that you havent received your Order.

Rest assured, I can confirm that the refund has been processed for Order No: 111-7774767-9785869

Amount $11.97 to Original payment method on Thursday, January 12, 2023 at 1:43 PM (PST).
Refund will be credited back to Original payment method in next 3-5 business days from date of issuance.

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

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

Regards,
*****
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.
For Order ID: *******************, we used the amazon shipping service and **** lost the package. per amazon policy, amazon would cover this lost. please appeal this case in our favor.
Business Response
Date: 01/28/2023

We have reviewed the issue filed for the Order ID ******************* and noticed that the Seller was debited for the A to Z Claim amount.

We noticed that the tracking number provided by Seller , doesn't show any tracking information or shipment is picked by carrier service.

we are unable to reverse the refund on the Order.

Customer Answer
Date: 01/28/2023

Complaint: 18898680

I am rejecting this response because:you can send it to your az claim team to handle it

Sincerely,

Zhe Xing

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