Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,335 total complaints in the last 3 years.
21,788 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:01/05/2023
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 would like to file a complaint against Amazon. I would like to start by saying I am a loyal amazon customer and have been for a very long time. I have spent a lot of money throughout the years and never had a problem like the one I will describe.I purchased a concept two rowing machine on Tues Nov 22, it arrived immediately. I did not know it was through a third party seller as that was not stated on the item as web as that their would be a restocking fee for returns. After receiving the item I did not personal feel that it was the quality for the price that it was so wanted to return the item. I reached out to Amazon to find out if I could get a qr label and they then said it was unavailable due to the fact that it was sold through third party so i would be responsible for shipping back and paying it. I also informed them it was a big heavy box and packaging itlikeit came was difficult but the amazon representative from LEADERSHIP, not just a regular agent informed me as long as I could get it returned i would receive my money back in FULL as well as a one time payment for whatever it cost to ship back. I just needed to upload the receipt for shipment and I would get that money back. Amazon made good on their promise for the shipment money in a timely fashion after i uploaded recipe. I was then told my FULL return would come after seller received the item. Seller received item and said their was some damage done like a bent rod so they would only refund me half the amount of money as well as taking a restocking fee. They then issued the refund on their side but a complaint was filed to **** to ZX team and after weeks of calling and being my own advocate they blocked the refund with no explanation or notes in my customer file via ******************** agents. I have been promised this by several different agents but now am out six hundred and fifty dollars. Amazon did refund me for the half that the seller wouldnt however this is not what was promised. I have gotten the run around from amazon to wait twenty four hours, then forty eight and I would see a refund it has gone on almost a month now. I am disabled and on a fixed income and being out this kind of money is a HUGE inconvenience when i was PROMISED this in full. Also there is no way to contact the A to Z team via email or phone and no explanation for the reasoning.At this point I want the money I was promised back plus they should make right on this huge inconvenience to a loyal customer. When dealing with the ******************** agents and even higher up leadership team it was zero consistency for all these weeks with an issue like this. One wrote a billing ticket, and I never heard back, another filed another dispute challenging the resolution and at the end of the day I am just left waiting.I am owed ****** still the total amount of the item was ******** I strongly believe amazon needs to make right on this because a leadership team member should not be advising customers of false hope if I was never going to get money back in full and that is what was promised.
Business Response
Date: 01/27/2023
Hello,

The issue is currently being reviewed and seller will be updated on status once investigation is completed.

Thanks,

Amazon.com Seller Performance
Initial Complaint
Date:01/05/2023
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.
Oct 6 - I purchased a ** from Amazon and was charged $93.80 ** was defective (Speakers) and I returned same. Pilot (Amazon's third party) picked up the ** on ****. Amazon has confirmed they received the returned ** on 12.16.Amazon has continued to charge me the monthly fee of $35.00, most recently on Jan 4th - even though they are in possession of the **.To date, they have charged me $198.08.I want a them to stop charging my account and issue a full refund.
Customer Answer
Date: 01/07/2023

Complaint: 18690524

I am rejecting this response because: Per my complaint Amazon received the returned ** via their third party on 12.16. There is nothing on their website that states a refund would take up to 60 days. MORE IMPORTANTLY, Amazon is still charging me for the *** which is in their possession. This would be considered a "DARK PATTERN" per the FTC. I also filed a complaint with them.
I want Amazon to cease charging and refund me as there was no information that I saw when ordering the ** that a refund could take up to 60 days. THIS IS RIDICULOUS! YOU HAVE THE ** - STOP CHARGING ME AND ISSUE A REFUND.
I am VERY disappointed in Amazon. This has never happened to me before with Amazon. Amazon is ALWAYS on their game and in this instance, Amazon is FAILING. It is also illegal to continue to charge a customer for an item when they are no longer in possession of same. I have cancelled my Prime account due to this matter.
The Amazon reps I spoke with confirmed you have the **. Why would it take 60 days to process a refund and WHY do you continue to charge me?
Sincerely,

***************************
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'm sorry for the delay in the refund for the returned order.

Generally the returns are processed by Amazon in 14 days. In some situations, it may take longer. Certain items can take up to 60 days. This additional time allows our ************** to find and process the item you have returned.

Although the return tracking shows delivered, the ************** has to complete the return processing before the refund is initiated. As soon as your return is processed, we request a refund to your payment method and send you an email confirmation and any further installment will be stopped and no charges will be applied.

If you don't hear from our ************** within 60 days from the time of return, please contact us through chat or call so we can find out what happened and help you further.

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
***********************************
Initial Complaint
Date:01/05/2023
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.
3 months ago, the game run by amazon games, lost ark, started to have a terrible server disconnection issue for almost all players, but amazon games keep promising us they will fix the issue asap, but after a long wait of 3 months and the issue has not been fixed nor the problem has been improved. Yet amazon games keep pushing new items for sale for our real-life money and lure us to invest more and more time into this game as they keep promising us they will fix the issue. What makes this situation even worse is that this game punishes player a lot for disconnection, losing progress and reward in a boss raid, in adventure island, and getting debuff that not allowing players to join a group for guardian raid, yet amazon games provide no good solution nor any compensation for us, all they did was to post in a forum that they will fix the issue for last 3 months.
Business Response
Date: 01/17/2023
Hello Diguang,

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

I'm sorry for the inconvenience caused with the Game, Lost Ark. I've got the details of the complaint reviewed by our internal team and received an update on it as below.

Please try the troubleshooting steps mentioned in the link: *********************************************************************************************************************

Also please add the details like username, server and region, error code received, approximate time and what you were doing when you experienced this disconnect in this forum link: ***************************************************************************************

There is a new system that has been put in place that in the event of an issue on the game server side, players will be granted back entries to these counted events.

Additionally, receiving your replacement weekly entry may not be immediate delivery could take up to a day, and the appropriate ticket will be delivered to your in-game mailbox when it arrives:

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

Rest assured, we are here to take care of issues you encounter and we always endeavor to provide the best service to our valued customers and aim to ensure that the issue is resolved to the fullest satisfaction. Our customer's satisfaction and their convenience is very important to us above all else, it's the foundation on which our company was built.

If you still face any issues, You can reach us at any time via ***************************************************************************

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

****** K
Amazon.com
***********************************
Initial Complaint
Date:01/05/2023
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 charged my **** of America checking at total $80.90 over the course of 5 months for an Amazon Audible acct. I did not sign up for the acct nor did I utilize Amazon Audible. I have contacted Amazon multiple times in reference to getting a full refund as well as canceling the Audible Acct. I have received a total refund in the *** of $48.54, however I am stilled owed a refund in the *** of $32.36. I was told by a supervisor in the ************ that I would need to wait until 12/28/2023 for the remaining $32.36 to be credited back to my acct, I still have not received the credit back to my acct. I have been in contact with Amazon on multiple occasions in reference to the remaining *** that is owed to me and Im continuously told to wait another **** day for the $32.36 to clear my acct
Business Response
Date: 01/17/2023
Hello ******,

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

I understand that you noticed charges for our Amazon Audible subscription on your account and would like them to get refunded. I'm sorry for the trouble caused with this.

I've reviewed the account but couldn't able to find any subscription from the account registered with this email address. Upon further review, I'm able to find an account registered on your name using an email address ending in "@gmail.com" with Audible Premium Plus subscription.

If you have any alternative email with this domain, I request you to please login to the account and contact our audible support team for further assistance.

You may contact us using the link: *********************************

For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account.

Considering that, we would need you to contact us from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

please visit the following link, enter your phone number, and we will call you as soon as possible: ************************************

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

****** K
Amazon.com
***********************************
Initial Complaint
Date:01/05/2023
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 made a purchased from Amazon.com, on the expected delivey date, the package was ****ed as delivered. I was home all day and no one ever came to my door. I contacted Amazon support and was told that "sometimes they **** packages as delivered early" and to wait 2 more days before seeking resolution. I waited 2 days and contacted support again and was told there was nothing they could do since the package shows delivered. They can me some link to the Risk of Loss policy, yet I have been given replacements or refunds in the past, as recent as Nov 2022. I am out money and the desired product, yet I pay for Free delivery.
Customer Answer
Date: 01/06/2023
I have reached out to ***** the letter from them is attached with the tracking number. I reached out to Amazon again after receiving the letter, they are standing by they investigation showing delivered and refusing resolution.
Business Response
Date: 01/18/2023
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'm sorry for the inconvenience caused with your order #***-0165783-6142612 that is scanned as delivered by you haven't received. Issues like this where it keep on repeating feel you bad about the service. Thank you for bringing this to our notice.

To help you with this, I have looped in our internal team so that they can look into this. As soon as our team writes back to us, I will write back to you with complete details.

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 regard. We look forward to seeing you again soon.
Regards,

****** K
Amazon.com
***********************************
Business Response
Date: 01/27/2023
Hello ******,

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

Were sorry to hear that you havent received your item(s) from order #***-0165783-6142612.

I've got the details of the order reviewed by our internal team. Based on the results of our investigation, we aren't able to provide a Refund or replacement for this order.

Based on the information provided by the carrier, we're able to confirm that your order 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 ********************************************************************************************* 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.
Regards,

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

Complaint: 18690286

I am rejecting this response because: Amazon asked me to wait 3 days to pursue additional help the day the package was marked delivered, they stated that sometimes the carriers marks packages as delivered early, and they arrive within a day. Knowing this, how can they then say 3 days later that they know for a fact it was delivered. Plus, I have a letter from **** stating the package was never delivered by the carrier.

Sincerely,

*************************
Business Response
Date: 02/11/2023
Hello ******,

A careful review of your account and the order reflects that the correct information has already been provided.

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 ********************************************************************************************* more information.

We advise you to contact **** in order to pursue this matter further. We also 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.

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

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

Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 02/14/2023

Complaint: 18690286

I am rejecting this response because: I reached out to **** as advised and was then given a notice to use as a basis for refund or replacement. **** does not issue refunds, that is on the seller. Amazon will not even give contact information for the seller so I can pursue the matter with them directly.

Sincerely,

*************************
Business Response
Date: 02/22/2023
Hello ******,

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

A careful review of your account and the order reflects that the correct information has already been provided.

As informed earlier, 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 ********************************************************************************************* more information.

We advise you to contact **** in order to pursue this matter further. We also 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.

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

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

Regards,

****** K
Amazon.com
*****************************
Business Response
Date: 03/01/2023
Hello ******,

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

A careful review of your account and the order reflects that the correct information has already been provided.

As informed earlier, 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 ********************************************************************************************* more information.

We advise you to contact **** in order to pursue this matter further. We also 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.

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

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

Regards,

****** K
Amazon.com
*****************************
Business Response
Date: 03/05/2023
Hello,

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

I've reviewed the details of the complaint and happy to help you with the details of the seller.

As requested, the seller of the item "Salon Step The Beauty Footrest for Easy at-Home Pedicures" is "Allstar Product Innovations".

If you wish to contact the seller, you may use the 'Ask a Question' option from the link: *******************************************************

However, though the item is sold by a seller, it was shipped by Amazon, and hence, the seller might not be helpful in resolving the issue.

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 ********************************************************************************************* more information.

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

****** K
Amazon.com
***********************************
Initial Complaint
Date:01/05/2023
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 ordered a gift card on December 28th as a gift for someone else and it was scheduled to be delivered on December 30th . The person received it at their address on January 2nd . Its January 5th and she still is not able to use the card as it is showing in invalid . She has reached out multiple times and the reps have told her I need to contact them . I spent over an hour on the line with 3 different representatives who kept insisting that my order has not been fulfilled and will be delivered January 6th - 9th . I even provided pictures and proof that it has been delivered along with all of the information on the gift card . They refused to acknowledge any of it and just keep telling me I need to wait for it to be delivered . I am furious because not only am I embarrassed that I purchased a gift from a reputable company and they sent the wrong card and refuse to activate it or rectify the situation , but also I paid money for this service. I am so upset , this was the worst experience and now she doesnt have a gift because they keep telling me it will be delivered and I already have it and it doesnt work.
Business Response
Date: 01/07/2023
Hello Jasmine,

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'm sorry for the trouble caused with the gift card order placed that isn't updated as delivered on our system and the estimated delivery date shows as by January 9, 2023. Thank you for letting us the issue with the order. I'll definitely forward the details to our internal team to get this reviewed and resolved.

I've reviewed the details and see that our customer support team has refunded $26.98 using another order to help you with the refund on the gift card order.

You'll see this refund to your card in the next 3-5 business days. You can view the status of your refund in Your Account here:

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

You may place a new order for our eGift card for instant delivery that can be delivered within 5 minutes of ordering after successful payment processing. Here is the link for your convenience: ********************************************

I hope this helps! Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:01/05/2023
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.
ITEM: Canon RF14-35mm F4 L is USM Lens ORDER# ***-8138600-1087417 STATED DELIVERY THROUGH AMAZON APP: Monday, December 12 2:00 PM *************** ** Package delivered. It was handed directly to a resident.ACTUAL OUTCOME: There was no package handed to me or my spouse and I checked with my neighbors.I waited until Saturday, hoping to get my package, nothing. I contacted Amazon through the chat app. I talked to **** on Saturday, December ******************************** his message "Please do not worry, I can help you with a refund considering this order to be lost." Two weeks, no refund on credit card. Dec 31st: Re-contacted Amazon, Md says, I can't help you without a police report. I am confused, I now need a police report. WHAT??? Called **************** to get facts and answers over the phone. Everyone was unhelpful and rude. I called the police, reported the whole situation, got the number. Had to recall Amazon, due to Supervisor hung up on me (very unprofessional). Dec 31st: talked to ****** at 10:25 pm, he wouldn't help me. Transferred me to Riav at 10:35 pm, she took down the Police report number and emailed me (first correct thing done). HOWEVER, she never followed up with the police. Now Jan 4th, emailed asking the status, Hrishap on 1-4-23 replied, stating "Please contact us in the business hours". Which it was during business hours, he just didn't do his job and didn't call the police station. I sent another message that same day, stating what **** told me. Then ********************************* replied and stated that "we're unable to reach the police department". Now they have stopped responding to my emails. SIMPLE AND IDEAL SOLUTION: Verify with the police department, if needed, refund my credit card ASAP in the amount of the item ($1,389.93).POLICE CASE NUMBER: ************** *************************:**** *********************************************************** Phone: ****************For general information only Non-emergency: ************** (HELP)
Business Response
Date: 01/07/2023
Hello ***********,

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

I'm sorry to hear about the problem you've had with your 114-8138600-1087417 - Canon EOS R10 RF-S18-45mm F4.5-6.3 is STM Lens Kit, Mirrorless Vlogging Camera, **** MP, 4K Video, DIGIC X Image Processor, High-Speed Shooting, Subje, Canon RF14-35mm F4 L is USM Lens

As we're unable to reach the police department when you have contacted us, Please contact us in the business hours of the Police station as we have to verify the report with them. If you are not contacting us in the business hours then the report might not be validated and results in the delay of the refund.

I appreciate your patience, cooperation, and understanding.

I hope this helps! Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 01/10/2023

Complaint: 18689845

I am rejecting this response because: They have not fulfilled any resolution. They are not taking responsibility for their files or actions. They have the information to call the police department, and they have not reached out to them.

Sincerely,

*********************************
Initial Complaint
Date:01/05/2023
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 ordered 3 pairs of boots( a black pair of ugh ******* boots, a brown pair of zip up Rockport boots, and a black zip up pair of Rockport boots, all size 10) through the option prime try before you buy. I chose to return all 3 pairs of boots by dropping them off at the kohls return and they are charging me for them even though I no longer have the product. i contacted them because they were attempting to charge me and it was getting declined and it shouldnt have been charged in the first place. They are now fully charging me and overdrafting my account. I have been charged a total amount of $235.32 plus $30 in overdraft fees because of their mistake. Ive talked to several different people within a span of 2 weeks all of them saying they corrected my problem but it has not been. I simply cannot afford for them to keep charging me for things that I no longer have and I would like a refund for the items, compensation for the overdraft fees, and an apology for the amount of stress that this has caused me.
Business Response
Date: 01/17/2023
Hello *****,

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

I understand that were charged for the items returned along with the overdraft fee for an amount of $30 on the order #***-4871686-7022644. I'm sorry for the inconvenience caused with this.

I've reviewed the details of the order and see that the refund for $235.32 was processed on January 10, 2023 for the charges on the items returned. Usually, once a refund is processed, it may take up to 3-5 business days to see the credit in your account.

You can view the status of your refund in Your Account here: ***********************************************************************************

With regards to the over draft fee charged on this issue, I request you to please write back to us with the screen shot confirming the over draft transaction for the amount so that we can further review and assist accordingly.

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

****** K
Amazon.com
***********************************
Initial Complaint
Date:01/05/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ORDER # ***-2433486-1863457 was not delivered, now Amazon says their new policy is not to refund or resend orders not received. i paid over $120 for an item that was not delivered. Amazon says they will not refund the money per new policy.
Business Response
Date: 01/07/2023
Hello ************,
.
I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We understand your concerns with the order #***-2433486-1863457.

As informed by our specialist team, Based on the results of our investigation the shipment was delivered to the address, we aren't able to provide a REPLACEMENT/REFUND for this order at this time.

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.

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

Abhishek
Amazon.com
***********************************
Customer Answer
Date: 01/17/2023

Complaint: 18689994

I am rejecting this response because: I have physical proof of the day in question. our security cameras at our gate captured the entire day Amazon says package was delivered to our address. i challenge anyone to view my tapes and show me where Amazon made the delivery. Amazon is choosing to ignore physical evidence i am right and taking the word of their private contract delivery person. Amazon knows they have delivery issues in our region, as i have witnessed neighbors, friends and my employer have the same issues, yet Amazon refuses to address the issues. unethical at best, criminal in my opinion. i will end y relationship with Amazon and any credit cards connected to Amazon. Amazon is choosing to allow a long time prime member, that spends thousands on their site to walk away over $100 that Amazon thinks, cant prove, but thinks was delivered? WOW!!

Sincerely,

*********************
Initial Complaint
Date:01/05/2023
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 ordered a product Dec.2 2022. I never received it. I tried to cancel but they said computer won't let them. On January 1 I get a email saying it shipped. I track it said it appear to be lost. Then they take money out of account.I cancel finally. Now they want me to return.
Business Response
Date: 01/07/2023
Hello *******,

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

I understand that the you have tried cancelling an order but that isn't successful and the order has been shipped out for delivery. Also, you have received an email requesting to return the item. I'm sorry for any inconvenience caused with this.

I've reviewed the details of the order and see that the cancellation request isn't processed successfully as the item has entered the advance shipping stages when you requested to cancel the order. Further, I see that the order is scanned as 'delayed in transit'. In this case, as the order is already in transit to the delivery address and the option to cancel the delivery isn't available, If you no longer needs the item, I request you to refuse the delivery or return it once delivered for a refund.

As soon as the item is returned to our warehouse, a refund will be processed automatically. As you haven't received the item yet, I've cancelled the return request created on the order.

I hope this helps! Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 01/07/2023

Complaint: 18578576

I am rejecting this response because:

Sincerely,

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

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