Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

59,770 total complaints in the last 3 years.
21,478 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/22/2023
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.
My Amazon order #Delivered: Your Amazon.com order #***-7791715-2312268,Design Essentials Scalp and ********* Anti-Itch and Tension Relief, 4 Ounces Sold by CyberDeals365 and WishDirect Replacement Straws Compatible with Hydro Flask Wide Mouth Straw Lids Sold by W Direct,was not delivered even though I have explicit directions on where to leave my package and your Amazon drivers never get it right even though my directions include the color of my car so they wont miss my house. No I do not have it,. That picture is not my house. It is not my responsibility to roam around the neighborhood looking for a package when I put explicit delivery directions on my account.Amazon needs to give me money back or deliver my item to me. This is the second time this week. **********************************
Business Response
Date: 02/11/2023
Hello Dr ****** ,

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

Thank you for contacting us about your ongoing delivery issues. In order to address your concerns, we would like to gather some additional details about your location to assist drivers' with making deliveries.

Since your residence includes more than 1 unit, can you confirm if the units are clearly marked with a number or a letter that is visible from the street? If your unit is not clearly marked, is that something that can be done?

When facing the residence from the street, is your unit on the right or the left?

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 02/14/2023

Complaint: 18877668

I am rejecting this response because: they contacted me about my address and answered Amazon has yet to get back to me so this matter is not close Yes, there is a letter A on the mailbox and building of my house. Also, I go as far as telling the driver in my delivery instructions that I am the first house i and the I describe the vehicles in my driveway and there is always a vehicle in my driveway. I even have in my delivery instructions where to leave the package on my side patio along the driveway. So, I do not understand how Amazon delivers to the wrong address. Ever! There is absolutely no excuse .
There are only houses on the right not units when coming from the street . There is a church and then my house , the first house with a clear A on the big mailbox at the street and a big red A on the side of my house . It is the first thing you will see.

It is not rocket science and there is no excuse why my packages are not delivered. I am ****** answering the questions when all this is in my delivery instructions. Amazon owes me for items not delivered and you are acting like I am the issue. Shame on you! This is horrible customer service.

**********************************
1412 *********************** House A
**********, ** 27405
Sent from my iPad

Sincerely,

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

below is the email Amazon sent only a few days ago. They are still researching. This matter is not closed.Hello Dr ****** ,

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

Thank you for contacting us about your ongoing delivery issues. In order to address your concerns, we would like to gather some additional details about your location to assist drivers' with making deliveries.

Since your residence includes more than 1 unit, can you confirm if the units are clearly marked with a number or a letter that is visible from the street? If your unit is not clearly marked, is that something that can be done?

When facing the residence from the street, is your unit on the right or the left?

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

We look forward to see you soon.
Business Response
Date: 03/02/2023
Hello DR. ******,

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

I'm sorry for the trouble you had with the order.

I see that our Executive Customer Relations team has updated the instructions and sent you an email confirming the same. I hope the issue had been resolved.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 03/06/2023

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 if my delivery instructions are followed although they were already on my account all along. I will file a complaint if I do not received my products

Sincerely,

*********************************
Initial Complaint
Date:01/22/2023
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.
I made an order on amazon.com January 18 2023, I received everything I ordered except for one item on January 20, 2023. They said my last item **** moisture miracle leave in conditioner spray would arrive the next day January 21,2023.. I heard the Amazon truck pulling up to my house because I was waiting all day for the product.. when I went to the door to pickup my package.. it was an empty envelope.. no even sealed. I contacted customer service within minutes of the driver leaving the empty envelope to tell them what happened and if I could have a replacement.. they said there is nothing they can do, no replacement, no refund because the package was delivered. They said that I should have a better drop off point... I said what.. this is my home.. everything else came, it's not my fault the driver left an empty envelope.. it's his fault.. now I'm out $15.99 plus tax and no product. To resolve this I either want a replacement or money back. I reached out to customer service thru chat and phone several times throughout the day until 2am January 21 & 22, 2023.. no one will do anything to help me, that's just not right, that's Amazon stealing from me.. please help..Thank you so much
Business Response
Date: 02/02/2023
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.

Were sorry to hear that you havent received your item(s) from order #***-0919231-7661066.

Based on the results of our investigation, we aren't able to provide a replacement or refund for this order at this time.

Based on the information provided by the carrier, we're able to confirm that your item was delivered with the same package weight and dimensions mentioned on our website.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ************************************************************************************ for more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.

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,

*******************************
Amazon.com
***********************************
Initial Complaint
Date:01/22/2023
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.
On 1/22/2023 at 11:35pm my CashApp card was charged $15.13 by Amazon. On Wednesday the same charge attempted to come in yet I did not have money in the account so it did not go through. My sister sent me money and I let it sit there and then at 11:35pm $15.13 was taking from my balance. When I reached out to Amazon by chat they could not find a charge associated with my card and said to contact me bank and request a new card. I called the number in my CashApp app that said contact merchant and it called ************ - this is Amazons number directly associated with the transaction. I was asked by both the chat representative and the call representative for the ** number (I informed them that there was none). I was told to contact my bank again and request a new card. This holds the Multibillion dollar company accountable for nothing concerning protecting theirs customers from fraudulent activity. Anyone within their organization can use our sensitive information and steal small dollars inconsequential because the remedy giving out as a rule of thumb is to cancel the card get a new card. Yet when purchasing items from Amazon they can use any card I associate with my account.
Business Response
Date: 01/23/2023
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 unauthorized charge on the cash app.

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

I would like to inform you that as this charge is considered unauthorized, we'll not be able to take any action on it from our end.

Usually, we will suggest a charge dispute with the bank, but as this is through the cash app, there is no alternative in this case.

However, I'll surely take this as a feedback from you and will forward it to the appropriate team for further review on it.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 01/23/2023

Complaint: 18877510

I am rejecting this response because: this company should have the ability to handle unauthorized charges being made, protecting the customers information should be vital and sought through. Not just during a purchase afterwards. We (the customers) are giving the ability to store our card information on the site for future purchases why wouldnt it be secure? Why wouldnt they see any action through in ensuring there is no theft with their customers card information. $15.13 a million times unaccounted is $15,130,000, thus is a serious problem. My card was ran, money was withdrawn and there is no accountability?

Sincerely,

*************************
Initial Complaint
Date:01/22/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I HAVE SPENT HOURS WRANGLING WITH AMAZON TO GET A ONLINE ORDER COMPLETED HAVE HAD TO CALL SEVERAL TIMES TO GET ONE ORDER STRAIGHTENED OUT ..AGENTS ARE NOT ON THE SAME PAGE WHEN PROCESSING ORDER . SOME DON'T SEEM TO PAY ATTENTION OF WHAT CUSTOMER IS SAYING . PACKAGES ARE WAY LATE AND ARE SAID TO BE LOST MOST OF TIME. VERY DIFFICULT TO RECEIVE ORDER MADE . HAVE TO GO THOUGH BIG ORDEAL TO GET WHAT ORDER YOU WANTED .A LOT OF TIMES THEY WILL SAY WE WILL GIVE YOU A REFUND WHEN ACTUALLY YOU JUST WANTED PRODUCT . ONCE AGAIN ********** !! I DON'T RECOMMEND DOING BUSINESS WITH THESE PEOPLE IF YOU WANT TO KEEP YOUR SANITY . I HAVE THREATENED TO *** THEM IF THEY DON'T STOP TREATING ME THIS WAY . ALSO TOLD THEM I'M WALKING AWAY . SICK AND TIRED !!!!!!!!! I'LL GO SOMEWHERE ELSE ******************** .
Business Response
Date: 01/23/2023
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 delivery issues.

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

I'll surely take this as a feedback from you and will forward it to the appropriate team for further review on it.

Also, we'll make sure that the orders are delivered as scheduled.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:01/21/2023
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 been trying to publish my KDP book for over 10 days and my book has been getting rejected over and over again. Costing me thousands of marketing dollars. Amazon KDP wants me to change my cover completely, when I have already spent money marketing my book. I was able to shrink down the main image so that the cover could be passed through and the book would finally be published. But once again it was rejected, I received a sarcastic email from an employee named ******* saying that the book would not be published because of the covers format. I had already published a cover similar to the my latest book and that one wasnt rejected. I cannot afford to not publish this book, as we have already spent thousands of dollars marketing this book. Im sure hundreds of authors have been in this situation. I need to have this book published and this situation resolved as it has already been 10 days or more.
Business Response
Date: 01/26/2023
On 01/24/23 the Executive Customer Relations Team reached out to **************** to confirm if the issue related to his book status was resolved, but no reply was received. Upon researching, we were able to verify that the book in question was successfully published and that the account remains without any additional rejection.
Initial Complaint
Date:01/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered and All New Echo Dot 5th Gen on November 29th 2022 through the Amazon App. They offered a return or replace item eligible through January 31st 2023. I had problems day 1 with it stopping spotify. I did all the troubleshooting steps it went away. Recently it has been doing it non stop to the point where it's unusable. I contacted Amazon CS today 1-21-2023 to get a replacement since the site required I go through them. They then proceeded to tell me that a replacement was unable to be given. They wanted me to return it and I would only get a refund of 16-17$ yet when I asked what i new one cost they said ***** plus tax... My problem with this is the clear false advertisement of their return or replace eligible through January 31st 2023 policy. All I want is a replacement for the Echo Dot 5th Gen that is not properly working which falls under this replacement policy which I have attached to this complaint.
Business Response
Date: 02/02/2023
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'm sorry to hear about the problem you've had with your All-New Echo Dot (5th Gen, 2022 release) | Smart speaker with ************ Sea Blue. Upon checking, I see that a replacement is unavailable so please return it for a refund.

To return the item, go to our *********************:

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

The ********************* will guide you through the process and give you a printable return mailing label. If a pre-paid label isn't available for your return, the ********************* will provide other options for getting the item back to us.

Once you've shipped the return, you can track your return here:

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

For more information on return refunds, please go to our Help pages:

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

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,

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

Complaint: 18877211

I am rejecting this response because: at the time of purchasing and today on ** order it says the item is eligible for a return or replacement. You want me to return it and only get 17$ when a new one cost over 50$. How is that fair to me the customer when the business ********************** promised a return or replacement for this item through 1/31/2023. That is clear false advertisement.

Sincerely,

*****************************
Initial Complaint
Date:01/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a dvd January 14 2023 from Amazon for $15.62and tried to cancel it but it had already been sent. Upon arrival Amazon sent me a prepaid label to send it back for a full refund I sent it back January 17 2023 I never opened the dvd I enclosed the bar code that was attached to the return label to the package.January 19 2023 they sent me an email telling me they only refund me$1.98 because it was damaged upon arrival back to them charging me for shipping and a restocking fee deducted from$15.62. I contacted them several times about this and asked for proof of the damage and they refused to do so and disconnect my calls.The was shipped free and the prepaid label was for free return. The dvd was not damaged when I sent it back. I have the receipt from the *** drop off and on it states When late, lost, or damaged claims need to be filed through the company who provided the shipping label. The tracking number on this receipt is 1Z1V17R59021686606. An order number placed for dvd from Amazon is 114-3091019-6328214 Thank You ******************************* I want a refund enclosed my *** receipt
Business Response
Date: 01/25/2023
Hello,

I am ********* from Amazon.com.

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

I'm sorry to hear about the problem you've had with your refund. On this occasion, we cant refund the restocking fee because the item arrived in an unsellable condition.

Unsellable items are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an Amazon.com or seller error.

Please see ************************************************************************** for more information.

We appreciate your cooperation in this matter.

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,

*******************************
Amazon.com
***********************************
Customer Answer
Date: 01/25/2023

Complaint: 18877111

I am rejecting this response because:

Sincerely,

******************************* I am rejecting the response from Amazon because of a *** I bought January 14,2023 for $15.62 order number 114-3091019- ******* and tried to cancel the *** upon the shipping process it was to late so I waited for it to arrive and returned the *** with a free return label Amazon sent me to return the ***. Amazon is refusing me a refund for the amount of the *** $15.62 claiming the *** was damaged. When I returned the *** I sent it back in the same package the same way it came back to me it was not opened and it was still sealed I have requested proof of the damage done but they refuse to do so and refund me my money I did not send back the *** damaged I demand proof of this Damage or I will contact my ******************* the *** was purchase on. I demand a refund and proof of the damage *******************************
Initial Complaint
Date:01/21/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on January 6 th 2023 for *******GalaxyBuds 2 pro for $189.00 and I used my Amazon gift credit I had on my account to pay for them. Mind you, I am a Amazon student prime member, pay my membership every month and spend a lot of money on Amazon...My item was delivered on January 8th 2023. My package was delivered just fine, my package was not tampered with. However, when I opened my package, the ******* Galaxy headphone box was in their but the seal was broke on headphone box and when I opened headphone box, there was no headphones in it. The first person I spoke to on chat from Amazon name was ****, he was not helpful, when asked to speak to supervisor I was denied and told they couldn't do nothing for me and would give myself the same resolution. He told me I needed to file a police report and I explained that when I called the non emergency police department they explained they cannot file a theft case on my package, because I received my package and my package wasn't tampered with and this was at 6:31pm...They said because an item was missing in the headphone box inside the package that this probably happened in their ware house and to call Amazon and advise them that, which I did.I was kind not rude at all, and because **** was rude and didn't understand me, I proceeded to call Amazon. I spoke with a lady who didn't give name, wouldn't help me would sit on phone for 10 minutes and not say anything. I asked her to transfer me to a Supervisor and waited 45 mins to supposedly speak to a supervisor by the name ******. He was very rude, not helpful, didn't care what police told me, treated me horribly. I wasn't even asking for money or nothing. I just wanted my headphones. He said the exact same thing the *************** said to a T which made me think I had been talking to same person all along, and when asked to speak to his boos he said I couldn't because his boss doesn't work for customer service, told me have a good day and hung up on me. Nothing resolv
Business Response
Date: 01/26/2023
Hello *******,

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

Were sorry to hear that you havent received your items from order #***-7218478-5209804

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that this item is missing.

While we expect the occasional problem with an order, we can't continue to issue refunds or replacements to you at this rate.

Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:

- Information collected at the point of delivery.

- The package weight and reported condition upon delivery.

You may wish to contact your local police authorities to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- If the Police Report was created over the phone: The name and badge number of the reporting officer.

Were unable to accept Police Reports that are in pending or any other incomplete status. The Police Report must be filed before 45 DAYS AFTER THE DELIVERY DATE and provided in English or Spanish to be considered for review.Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

To assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

Thank you for your understanding.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*****
Amazon.com
***********************************
Customer Answer
Date: 01/26/2023

Complaint: 18876977

I am rejecting this response because:
I already contacted police and they said they cannot file a report because the item went missing in your warehouse not at my residence and I have explained this several x to numerous agents with no help, and was treated and talked to very poorly. I am not ok with this resolution nor how I was treated. I am a very polite, kind hearted honest person. I felt belittled by your company, I felt like you treated me as a liar and I even provided pictures.
Sincerely,

***********************
Initial Complaint
Date:01/21/2023
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.
Date of transaction: 12/03/2022 Amount of Invoice: $147.83 Purchase of Fire Cube Streaming Device Nature of Dispute: Product was defective and returned to Amazon on 01/07/2023 and received by Amazon Warehouse on 01/11/2023. This was the second defective fire cube returned. Refund has not been credited to my account. Talked with Amazon **************** on two occasions and was told by the first customer service rep that credit to my account would be by 01/18/2023. When it was not credited to my acct on 01/18, I called 2nd time and was told it would be on 01/21/2022, it has still not been credited to my acct.Order: 112-0154807-2430639 Supporting documents attached.
Business Response
Date: 01/23/2023
Hello ****,

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

Were sorry to hear that you havent received your refund on returned item. Usually it takes 2 weeks to process a return and refund.

I've reviewed your complaint and can see that the return is now complete and I've processed refund amount $119.83 back to Gift card balance.

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

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

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

Regards,
*****
Amazon.com
***********************************.
Customer Answer
Date: 01/23/2023

Complaint: 18876373

I am rejecting this response because: The $119.83 is only partial ammount owed. If you review the invoice, I had a $28,00 trade-in credit that should also be applied for a Fire Stick 4k that I sent to Amazon. I do not find this anywhere in my account.

Sincerely,

***********************
Business Response
Date: 02/04/2023
Hello ****,

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

I'm sorry to inform you that you do not receive a refund for any promotional discounts or coupons that were applied to an order. I'm sorry for any misunderstanding.

As a one time exception, I've added $28 promotional credit to your account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

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

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

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:01/21/2023
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.
ORDER # D01-8551405-3379468 poor quality please refund. Tried chat support, agent stalled/stonewalled. Unacceptable. Please also provide a generous courtesy credit if you expect me to try Amazon Prime Video again.
Business Response
Date: 01/25/2023
Hello ****,

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

Were sorry to hear about the quality issue on Prime video title - The Muppet Christmas *****

I realize a refund can't fully make up for your experience. As a goodwill gesture and to compensate by refunding your account,
I've processed a refund of $3.99 to your chosen payment method used to place the order. You'll see the refund in the next 3-5 business days.

Additionally, I've issued a $20 promotional credit to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

Thank you for choosing Amazon.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*****
Amazon.com
***********************************
Customer Answer
Date: 02/01/2023
Sorry for the delay. Yes, in this rare instance, Amazon did the right thing and I am satisfied. Please notate the complaint as such. I only wish all of my other complaints against them had similar outcomes.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Amazon.com is BBB Accredited.