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:12/30/2022
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.
12.28.2022 date of order.Amount $143.85 Amazon has charged my credit card and has cancelled the order. Order shows as being billed to **************** Amazon is arrogant and uncooperative and told me to file dispute with Capital one,Amazon refused to issue credit or ship order.
Business Response
Date: 12/31/2022
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 were charged for $143.85 on an order that was cancelled but still got charged from your card. I'm sorry for the inconvenience caused with this.

I've tried to locate the order with this charge on your account. Unfortunately, I'm unable to locate the exact order you are referring to, please share the order number so that we can review the issue and assist you further. Rest assured, once we receive the complete information we will address the issue as soon as possible.

If you are referring to the order #***-3252273-6167448 placed for $136.55, I see that the order isn't cancelled and this is placed with a seller on our website with the delivery date: January 5, 2023. If you haven't placed the order, you may dispute the charge with your bank.

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:12/30/2022
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.
My name is *****************************. I Am requested a refund item FRIGIDAIRE EFMIS462-PINK 12 Can Retro Mini Portable Personal...$47.98 Qty: 1 Sold By: Amazon.com Services LLC said to have been delivered on Monday, December 19, 2022 in Amazon packaging Package was never found nor is it reflected in the proof of delivery photo. I waited a few days to see if it was miss marked as delivered, and if a redelivery attempt would be made. Shipment never arrived. I checked the packaging details on my order which states Item often ships in manufacturer container to reduce packaging. If this is a gift, consider shipping to a different address. Ive looked high and low for a Frigidaire box. Asked neighbors and all. I contact Amazon to ask for shipping details. I speak to three different people who refused to disclose packaging information. They initially disconnected me. I then spoke with a supervisor who states package was sent on an Amazon box. When I explained to the supervisor I have been looking for a Frigidaire box and that no where in the phot is my item reflected he disconnected me. I am being blacklisted and poorly treated every time I have a shipment issue! Every single time I get poor customer service. Today! My property manager located the EMPTY FRIGIDAIRE BOX on an external property attached to the complex! So for days Ive been absentmindedly looking for both Frigidaire and Amazon box reflecting the dimensions provided by the rude supervisor who refused to give me a refund. When he in fact gave me miss information. He straight lied to me about the packing details Ultimately, I have an empty damaged boxed. Amazons system has been manipulated into refusing me a refund. Whenever my packages are lost, stolen, damaged I am stuck to foot the bill. Order date Dec 13, 2022 Order #***-4162466-7066607 Order total $317.48 (15 items)Packaging Shows what's inside. Item often ships in manufacturer container to reduce packaging. Im sick of being black listed.
Business Response
Date: 12/31/2022
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 that you haven' received the item from the order #***-4162466-7066607. It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share these details.

I see that the details of the delivery were reviewed by our internal team and emailed the correspondence on Wednesday, December 28, 2022 at 12:48 PM (PST) with the subject line "A Message from Amazon ***************** with the details. I request you to kindly review the correspondence sent on this.

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
***********************************
Customer Answer
Date: 12/31/2022

Complaint: 18663962

I am rejecting this response because: The Message sent on 12/28/22 was prior to me receiving an empty box. The email doesnt include a refund. What it states is that Im being subjected to a risk of loss policy. What does that mean? A Amazon employee can give me incorrect information, an amazon driver can leave my package anywhere and Im subjected to a copy and paste company policy? I received an empty box. Ten days after package was marked delivered. And the box was never inside the mailroom it was outside.

Sincerely,

*****************************
Business Response
Date: 01/14/2023
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 order again but "Based on the results of our investigation, we aren't able to provide a 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.""

"We recommend you to consider a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems."
See ************************************************************************************ for more information.

We advise you to contact your local authorities, if necessary, in order to pursue this matter further.

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

****** K
Amazon.com
***********************************
Initial Complaint
Date:12/30/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/23/22, I placed an order for Dewalt 20V ******************* Drill Kit, Tool Connect (DCD997CP2BT) for $390.63, $419,93 with taxes. As soon as the order was delivered, I realized that the incorrect item was received... the item had a white label on it with the model number listed above (DCD997CP2BT), however the item was actual DCF997D2 (Dewalt Cordless Impact Driver). I set-up the return on Amazon website stating the issue above and they accepted the return and scheduled a pick-up with **** *** retrieved the item the following day and provide me with *** waybill: 1Z1V17R52619947986 which shows being delivered back to Amazon on 12/5/22. Once I didn't receive my refund I contacted Amazon and one of their reps stated that I needed to provide pictures of the item that I received prior to returning it and since it didn't match what they believe they shipped, the item was disposed of. At know point was this relayed prior to, and I find their response unacceptable.
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 regarding the refund for the returned order. I'm sorry for the inconvenience caused.

Upon checking on it, I can see the order was successfully refunded back to your original payment on Wednesday, January 18, 2023 at 10:08 PM (PST). Total refunded : $419.93. It should already be reflecting on your account by now.

If you still have any issues, 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:12/30/2022
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 made a purchase for monk fruit sweetener Order #***-2784859-2646633 on Dec 1 2022 and received it Def 28 2022. Upon receiving the item I noticed that the item was packaged with Order #***-1473917-4536225 also received in the same package. The monk fruit sweetener was damaged with a hole in the middle of the bag causing a leakage and filling the entire box and damages to both items in the package. I have contacted Amazon in regards to a refund and was informed that I need to submit photos as proof. I submitted two photos showing the box filled with the sugar of the damaged item as well as the other item that we we ruined because of it. At this time I would like a refund for both items are both items were affected.
Business Response
Date: 01/11/2023
Hello Hina,

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 delivery of the order #***-2784859-2646633. It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share these details.

I've reviewed the details of the order and see that our internal team has reviewed the details already and emailed correspondence on Friday, December 30, 2022 at 2:36 PM (PST) with the subject line "A Message from Amazon ****************** I request you to kindly review the correspondence sent on this.

The attachments provided in your complaint are of the order confirmation details of our website. We have requested for the photo being taken has to include the shipping label on the package, the damaged item received, and the damaged area of the shipping box. The information can be visible in one photo, or sent as multiple photos.

You may reply to the email sent with the images to get them reviewed directly by the concerned team for further assistance.

I hope this helps! Have a great rest of the day!

Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 01/11/2023

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:12/30/2022
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 laptop from Amazon as a birthday gife for my 24 year old autistic son and they delivered it but on a different day than expected. They also left the laptop on a sidewalk in front of my porch and didn't knok to let me know it was there in a crime ridden area. That morning I checked delivery status it been delievered with a picture of it on the sidewalk. I went outside and the the laptop was not there (of course). I had to ask for a refund so I could order it again and got one.I gave a new adreess to send it to. It was a Amazon hub in ******* ***** where my son lives.I verified they had the right compleate address on Amazon website with an agent on the phone with me but when I ordered it again it came back as undeliverible. I went to the website to check the address but there was only a partical address not the full one I had put in with customer service's help.So I put the correct the address in again with customer service's help and sent it again but the same thing happened.It came back again with only a partial adress. My son never got the laptop and he was devastated.Either there system was glitching or customer service was removing part of the address after we were finished. I have just spent an hour on the phone and got now where with customer service.It happened too many times to just be a temp system glitch unless everybody out of that hub had the same thing happen. My son is very upset and can't understand why he didn get it. He was crying and that broke my heart
Business Response
Date: 12/31/2022
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 for the inconvenience caused with the order placed to your address that isn't received by you and for the order placed to the Amazon Hub address. It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share these details.

I've reviewed the details of the order and see that the order was refunded on December 30, 2022 back to your gift card balance. You can view your gift card balance and activity here:

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

If you face any issues receiving the orders to Amazon Hub Locker address, I request you to remove the address from your account and update the address again. To add a new Amazon Hub Locker location to your account, please follow the instructions below:

1. Go to www.amazon.com/locker.
2. Click the "Find a Locker near you" button.
3. Enter an address or ZIP code to find Lockers.
4. Click the "Add to address book" button to add the Locker address of your choice.

You may re-order the item if you still need it. Here is the item 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:12/30/2022
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 today, December 30, 2022 using Amex Shop with Points. I received two separate order numbers (Order #***-0349962-0984238 and Order #***-6316499-1164218) In addition, the items qualified for the Amex 40% off. I placed the order and subsequently was charged the full amount for the items. I attempted to resolve this over the 'chat' feature, and the associate was useless. Why wasn't this order processed using Amex Shop with Points? Where is the 40% discount.? I have an email confirmation showing $0.00 , yet again, my credit card was charged the full amount.
Business Response
Date: 12/31/2022
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 for the inconvenience caused with the Amex Shop with Points. Thank you for letting us know about the issue to resolve.

I've reviewed the details and see that the payment method was declined by your bank and hence the payment was authorized from your card. However, I see that the orders were in cancelled status and any authorization hold will be removed as per your bank policies.

Further, with regards to the AMEX 40% off promotion, as the orders were cancelled, the promotion is reverted back to your account. But, I see that the promotion is valid only until January 1, 2023.

You may contact your rewards program provider to discuss your account status if you don't see the reward points at check out. You may find more information in the Frequently Asked Questions on our website here:

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

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:12/30/2022
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 purchase for an Apple Watch Ultra on 11/9/22 (ORDER # ***-5343020-0611419) and processed a return for the package on 11/15/22 due to finding a better price elsewhere. I dropped the package off with *** on 11/16/22 (tracking# 1ZY082799099380253) and no shipment progress has been made since initial drop-off. Each *** rep I've spoken to agrees that the package is lost but Amazon is refusing to refund me for the item since it still shows "in-transit". *** states that a package will always show as "in-transit" while it's lost but if show additional tracking info is obtained within 24 hrs then it is considered lost and this case it's been over 45 days. Today I was on the phone w/ a rep from *** who agreed to be on a 3-way call with Amazon to explain the situation and when the Amazon rep finally answered the call they refused to discuss the matter with *** on the line. I opened a dispute w/ my credit card provider (Chase) that I used to make the purchase and while they have issued a courtesy credit during the investigation, ***** is telling me that Amazon will not budge on returning the funds because the package still shows "in-transit". Amazon is being extremely unreasonable in holding to the fact that a package that has not reached its destination in over 45 days w/ no shipping details is still viable only because ***'s website says "in-transit". I wanted a refund as well as compensation for the hours I've had to spend disputing this return which is clearly not my fault.
Business Response
Date: 01/01/2023
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 sincerely apologize for the inconvenience caused with the assistance provided with regards to the order #***-5343020-0611419 that is returned back to us but that is lost in return transit as confirmed by the carrier, UPS.

I've got the details of the reviewed by our internal team and got the refund for $881.30 processed to your payment method used on the order. You will see the credit to your account within the next 3-5 business days.

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

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

For the assistance provided by our service team even after the carrier confirmed that this is lost in transit, I've forwarded the details of this incident to their managers. Rest assured, they be definitely coached on this.

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:12/30/2022
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.
I order a lot form Amazon and I have very specific delivery instructions, yet the drivers ignore them. In the past week, I have had them leave my packages on the floor, in the entryway of an apartment complex where everyone is in and out. I have contacted them over and over again to report drivers, yet this still continues. On Tuesday, December 27th I had a package stolen and was reimbursed. On Friday, December 30th I had yet another package, Order #***-1588190-3470618, left in the entryway, it too was stolen. I've had Amazon send me an email asking for specific instructions since I get so many refunds. Complete delivery instructions were ALREADY in place and the drivers still will not follow instructions. I was told I'd had to wait until next week for a refund. Even though the item was only $9.99, I expect to get what I paid for. In the future I'd like their drivers to be more considerate of Amazon's customers. They could care less because no money is coming out of their pockets. I also want my money refunded. If the drivers did their jobs correctly, then Amazon wouldn't be losing so much money. I'd also like an apology.
Business Response
Date: 01/01/2023
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 got the details of your complaint reviewed by our internal team and got the refund on the item processed back to your payment method.

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:

https://www.amazon.com/gp/css/summary/edit.html?orderID=113-1588190-3470618

I hope this helps! Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Customer Answer
Date: 01/01/2023

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:12/30/2022
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.
12/12/2022 credit card company notifies on suspicous purchase 12/13/2022 email from Amazon.com product has been shipped, not ordered by me, shipped to unknown address 12/13/2022 credit card notified, report filed, credit issued 12/13/2022 Amazon.com called to request stopping shipment, refused Amazon.com gift card credit prior to activity: $102.13 Amazon.com gift card credit after activity: $0.00.12/14/2022 electronic fraudulent purchase complaint with Amazon.com.12/14/2022 complaint filed with ************************ 12/14/2022 complaint filed with ******************** *************** 12/15/2022 response from Amazon.com analysis, no unauthorized activity found 12/15/2022 second electronic complaint filed with Amazon.com 12/16/2022 response from Amazon.com, unauthorized activity identified, account secured fourth bullet item from remediation steps "-- Restored any gift card balance that *** have been used. It *** take 2 to 3 days for the gift card balance to be available in your account.12/16/2022 complaint filed with Granville (**) ***************** credit card, identity theft 12/20/2022 gift card balance: $0.0012/20/2022 received email as cc recipient from ************** ************************ 12/20/2022 received email from Amazon.com requesting I dispute charges with credit card company 12/20/2022 to 12/26/2022 email exchange with Amazon.com requesting gift card balance be reinstated, refused.On 12/27/2022 call to Amazon.com customer service number, agreed to credit gift card balance.12/28/2022 received same email that I received 12/16/2022. the edited opener begins "We have already secured your account and..."fourth bullet item from remediation steps "-- same as 12/16/2022 12/30/2022 sent email to **************************** cc'd CEO of ********************. Indicated I was ready to take all steps necessary to recover funds. Response 12/30/2022 response, expect contact from rep in 6 hours, zero contact from Amazon.com.
Business Response
Date: 01/03/2023
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 got the details of the complaint reviewed by our internal team and applied the $102.13 gift card balance amount back to your account.

I see that you have used this gift card balance to place the orders placed on January 02, 2023.

You can view your gift card balance and activity here: ************************************************

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: 01/08/2023

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:12/30/2022
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.
date of order was 12/12/2022 order total was $474.89 item ordered: Apple AirPods ******************Ear Headphones. Active Noise Cancelling, Transparency Mode, Spatial Audio, Digital Crown for Volume Control. Bluetooth Headphones for iPhone - Green this order was placed with the reassurance that a signature would be requested upon delivery due to the high $ amount of the order, i received notification 12/28/2022 that my order was delivered and 'handed to a resident'. i work from home, no one knocked, no one attempted to acquire my signature, and there was no package. i immediately reached out to amazon to let them know of this, i was told that i needed to wait until end of day 12/29/2022 to escalate as the notification may have been submitted too early. so i waited. i reached out again 12/30/2022 to request an update, they then told me item was delivered 12/28/2022 and i would need to file a police report to start the refund process. i don't want a refund. i want the items i ordered under the terms and conditions at time of check out that we had agreed to. it looks like the combined my high $ order with another low $ item i had ordered a week or 2 later, not sure if that low $ order over-rid the high $ order's requirement for a signature but that isn't my fault? and i'm not sure why i'm faulted for a multi billion $ company not being able to adhere to the order agreements THEY provided. all they had to do was get a signature, or even provide a picture of where the item was delivered? i understand that it's the holidays, there is a lot of volume, but again, as a consumer if i am allowed to complete a purchase under certain terms, in this case a signature being required for delivery, i should absolutely have the terms honored. seems like amazon accepted too many orders their work force could handle and are now making the consumers pay for it. i attempted to recover chat log with amazon support as i was receiving a lot of conflicting info, however i cannot recover.
Business Response
Date: 12/31/2022
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 Apple AirPods order.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that these items haven't been delivered to you.

I see our team have investigated this matter and 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.

Were unable to accept Police Reports that are in pending or any other incomplete status.
The Police Report must be filed before February 11. 2023 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.

Please note: 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 [email protected] if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

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

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