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

49,708 total complaints in the last 3 years.
16,363 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:12/28/2022
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 am requesting for my Amazon account to be permanently deleted.I have been trying for over a year and no one has gotten back to me. I no longer want the account off hold. Just deleted. I have emailed every department, including legal and continue to receive over 300 no-replay Amazon emails like someone with reach out. Because the account is on hold, I cannot do it from my end.
Business Response
Date: 01/08/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. We understand you wish to close your account and delete your data.

Protecting your privacy and the security of your data is and has always been a top priority for us. The most secure and straight-forward way to submit the request is to follow the steps below:

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu, tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and click "Close My Account."

Please note that if you have multiple accounts, please follow the steps above for each of them to ensure that we have the correct authority to take action on each account you wish to close. By requesting the permanent closure of your Amazon account and the deletion of your data on any Amazon site, youll lose access to all of the products and services across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password), such as international Amazon sites (e.g. amazon.co.**, amazon.fr, amazon.com.mx), Audible, etc.

A confirmation notification will be sent to the email address associated to your account or via text message. Youll need to reply within 5 days to verify your request.

If you are experiencing issues with logging into the account you wish to close, visit the Help page below:

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

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: 01/14/2023

Complaint: 18652885

I am rejecting this response because: I have responded via email three times with no response. Again, what I responded via email was:

Hi *********,
I understand that. What I have been fighting for over a year is that the account is on hold so Im not able to login and permanently close it! I sent my bank statement with the last 4 digits of the credit card that is not closed and I never heard back. I continue to receive the same non-reply emails that an account specialist will get back to me. No one does! I had the account open for a day and couldnt even use the free trail because when I tried to make my first purchase you guys locked it. I havent been able to get in ever sense! I want my information deleted and to never deal with Amazon again.

second: After sending this email I just received the same no reply email. No one every responds to me and what you instructed me to do is the same thing I hear when I call. YOU HAVE TO UNLOCK MY ACCOUNT OR DELETE IT ON MY BEHALF. THE ACCOUNT IS ON HOLD I CANT DO ANYTHING!!!

third: Following up. I havent received a response.

Sincerely,

*******************
Business Response
Date: 02/12/2023
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 of the difficulty experienced with accessing your account.

Our Investigations team are unable to unlock your account without receiving the requested information. Please follow the on-screen instructions to submit these details so we can assist you further. Once you have submitted your information, you'll receive an update via email within 24 hours.

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: 02/19/2023

Complaint: 18652885

I am rejecting this response because:
This is so frustrating! I followed the instructions and submitted my bank information LAST YEAR. Every time I login that same message would pop up and I never receive additional information! There are no further instructions and this is what *** been saying over and over. You never send me additional instructions. I cannot do anything, and no one to date has reached out about further instructions!!!I continue to repeat myself!After I submitted my bank information you guys took and and did who knows what and continue to not give me access. AGAIN, EVERY TIME I LOGIN I GET THIS MESSAGE. NO ONE HAD REACHED OUT OF WHAT ADDITIONAL INFORMATION YOU NEED AND WERE TO SUBMIT!!!!!!!!!!!!!!!!!!!!!!!!!!!
Business Response
Date: 03/15/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. As per your request, we've closed your Amazon account.

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: 03/16/2023

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:12/28/2022
Type:Sales and Advertising 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 had purchased a set of beats head[hones. Amazon failed to deliver them on the date that they said they were going to deliver them on. I was worried that they would not get to the house by Christmas, so I called customer service to ask that they cancel the order. The representative told me that she could not cancel the order, because the product was already in the warehouse ready to be shipped out. I said that I understood and asked that she issue me a credit for the difference in the price that I paid $229 to $169. She said that it would be no problem and she said that she was notating my account and that I just had to call back after I received the item. I contacted them today and was told that I was given "incorrect information". I had a verbal agreement with the previous representative, which the representative today confirmed. They should honor the credit of $60.
Business Response
Date: 12/30/2022
Hello,

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

I've reviewed your complaint details and I'm sorry for the inconvenience caused to you with regards to Beats headphones.

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

We apologize for the information communicated earlier regarding the price difference. I've forwarded the feedback to the leadership team so that they can provide necessary coaching to the respective agent. While we cannot undo the disappointment you had, please be assured that corrective actions will be taken to ensure these issues are avoided in future.

We strive to maintain low and competitive prices on everything we carry. We constantly compare Amazon's prices to our competitors' prices to make sure that our prices are as low or lower than all relevant competitors. As a result, we don't offer price difference.

To read more about our pricing, please visit our Help pages:

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

We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:12/28/2022
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.
On Dec 7th I ordered a Wii for Christmas. It arrived broken. They mailed a replacement scheduled to arrive 12/28/22. Now their system shows its lost per the representative I spoke with 12/28/22 at 4:21pm. He stated he would mark it delayed incase.
Business Response
Date: 12/29/2022
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.

I'm sorry for the inconvenience caused to you with your Amazon order #***-8917229-0309858. Most packages that are late show up shortly after the estimated delivery date. If your package still hasn't arrived by Saturday, December 31, 2022, please contact us back, and we'll be happy to help you with available options.

Please feel free to contact us directly by replying to [email protected] 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:12/28/2022
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.
Order date Sep 16, 2021 Order #***-2045911-5421852 Order total $358.80 (2 items)Items:$344.99 ************************** Total Before Tax:$356.69 Estimated Tax Collected:$27.11 Gift Certificate/Card:-$25.00 Order Total $358.80 Shipped Sep 18, 2021 The Legend of Zelda: ****** of the ****** ******** Switch$45.99 Qty: 1 Sold By: Amazon.com Services LLC ******** Switch with Neon Blue and Neon Red ******* -...$299.00 Qty: 1 Sold By: Amazon.com Services LLC I never got the items nor the refund as they claimed, the card used was cancelled and no longer is active. The items also never showed up and when I reached out to **** about it I got no answer, etc.
Business Response
Date: 12/29/2022
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.

I'm sorry for the inconvenience caused to you with your Amazon order #***-2045911-5421852. Upon checking the order details, I see that a full refund of $383.80 has been issued to your original payment method on Wednesday, September 22, 2021 at 3:45 AM (PDT).

If your credit card account has been closed or canceled and you have another credit card with the same issuing bank, the bank can usually apply the refund to your other credit card. If you don't have an account with the bank anymore, they should issue you a refund check.

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: 12/29/2022

Complaint: 18652534

I am rejecting this response because:

I never got the refund or a replacement I no longer have the card or any other card from said bank and never got the check either. I reached out to **** and got nothing. etc

Sincerely,

***********************
Business Response
Date: 01/15/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Since the refund has been issued already, we won't be able to replace the item.

Due to debit and credit card regulations, we're required to process all refunds to the original payment method used for the order.

As informed earlier, if your credit card account has been closed or canceled and you have another credit card with the same issuing bank, the bank can usually apply the refund to your other credit card. If you don't have an account with the bank anymore, they should issue you a refund check.

Please get in touch with the bank to ask about the options available.

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: 01/23/2023

Complaint: 18652534

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:12/28/2022
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.
Amazon closed my account this morning with no warning or explanation. I called and they filled out a form on my behalf but was unable to give me any information as to why it was closed. I have been a customer for at least 10 years. My ********************** membership is paid annually and recently renewed in September 2022. I am unable to access my account, use my Firestick, Amazon Echo or Show devices. I want my account reopened or my annual membership refunded immediately.
Business Response
Date: 02/08/2023
Hello,

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

Sincerely,
********
Amazon.com
==========
Initial Complaint
Date:12/28/2022
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 Nov 21, 2022 I paid $482 to Amazon for the purchase of an Apple Ipad. I NEVER received the item. The item tracking # was TBA303797161407. Someone else's package was delivered to me and I sent them proof of this by email and US Postal Mail. They refuse to refund my purchase. After more than four communication exchanges by phone and online, they still have not refunded the amount. I have uploaded the item I received which was for a *********************************. I immediately returned this item to them.
Business Response
Date: 01/10/2023
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 inconvenience caused to you with your Amazon order #***-8124209-6896205. Upon checking I see that you've disputed the charge so we are unable to take any actions further. We would request you to contact your card issuer regarding the refund.

Please feel free to contact us directly by replying to [email protected] 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:12/28/2022
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 purchased a ****** One Step Volumizer Hair Dryer on December 22, 2022 with a delivery estimate of Friday 12/23/2022. On Friday 12/23, I did not receive the product when the Amazon App notified me that it had been delivered. I checked with my neighbors and looked around to see if I could find it but it was nowhere to be found. I called Amazon customer service a few times between 12/24-12/26 and on every call was told something different such as "the product shows it was delivered but either way wait until 12/27 and if you don't receive it by then we can offer a refund" or "it looks like the carrier made a mistake and it was not delivered yet and is still in transit. Please wait until 12/27 and if you don't receive it by then we can figure out a solution." On 12/27, the product was nowhere to be found and upon calling them on 12/28 they mentioned that they had proof that the product was delivered and there's nothing I can do about it. When I asked to receive the proof that they had, they failed to send it to me. The customer service supervisor that I spoke to was beyond rude and unprofessional. Additionally, I have specific instructions to have all packages be left at my unit door which was not done as the notes on the account stated "left in mailroom" which I do not have. And, every time an Amazon driver delivers a package, they take a picture of it as proof which was not done this time. I have zero proof this was delivered, have been charged for an item I never received and do not have in my possession, and have spent a lot of time speaking to rude and inconsistent customer service representatives who are not willing to provide proper customer service by either sending a replacement or issuing a refund. I am also a prime member and have been for a great number of years and have never received such horrendous and fraudulent customer service. This is very alarming as the company is forcing me to pay for a product I did not receive.
Business Response
Date: 01/03/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to ****** One Step Volumizer Hair Dryer.

Based on the information provided by the carrier, we're able to confirm that your ****** One-Step Volumizer Original 1.0 Hair Dryer and Hot Air Brush, Black was delivered with the same package weight and dimensions mentioned on our website.

We are unable to provide a replacement/refund for this order at this time. Amazon.com is not 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."

You can visit the below link 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.

We appreciate your understanding in this matter.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

*********
Customer Answer
Date: 01/03/2023

Complaint: 18652139

I am rejecting this response because:Amazon is not providing proof that they have showing that the package was in fact delivered to the address provided and all shipping instructions were followed. In this instance, I specifically asked the driver to place this product at the unit door and those instructions were clearly not followed as I never received the package and could not locate it anywhere in my lobby or complex (which is locked and secured). Furthermore, all Amazon drivers take photos when delivering products and this time there is no photo proof showing the product was delivered. I have to pay for a product I did not receive and this is theft.

Sincerely,

*************************
Initial Complaint
Date:12/28/2022
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.
On 12/26/22 I placed an order for overnight delivery. The items were coming in two shipments and meant to be delivered on 12/27/22 between 7AM-11AM. Both items were delivered to who knows where, and the drivers left pictures as proof that they dropped it in the wrong spot. On 12/27/22 I ordered something again for overnight delivery. It was one single shipment meant to be delivered on 12/28/22 between 4AM-8AM. Again the item was delivered to who knows where, and the driver left pictures as proof that it was delivered to the wrong area. Over the past 48 hours I have spoken to at least 8 CS reps all of which give different excuses, and offer to transfer you to someone else with ease. I even had a rep hang up on me(after bringing God into the convo) because I asked for a confirmation email recapping the conversation we just had (multiple reps have done it before- I even read her one that was sent the day prior) My latest call lasted 50 minutes. 2 of the 4 reps I spoke to claimed to be supervisors. With the last rep telling me that sometimes driver **** things as delivered and upload old pictures. Nevermind the fact that each item was order with the expectation it would be delivered next day. Waiting 48+ hours for a refund doesn't solve my issue nor help me at all. $150 is nothing to amazon, however when it comes to my bank account $150 means something. None of the excuses give to me are customer related. It all falls back to ********************** and their declining service. I was told to wait ***** hours and then I could request a refund. It's not guaranteed that I will get it although each driver has submitted a photo of somewhere that is not my door or the parcel lockers that we have. In fact, one of the photos show that it was dropped off at an apartment that doesn't even share the same unit number as mine. I pay for Prime each ************ paid for the items in full. Yet Amazon hasn't supplied me with the products and they're giving me the run around regarding my refund.
Business Response
Date: 12/29/2022
Hello,

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

I am sorry for the inconvenience caused to you with your Amazon order #***-2327015-6513052 and ***-5614212-8565809. I've checked and I can see that there is a refund processed for the order#***-2327015-6513052.

A refund was issued to your original payment method on December 28, 2022 for $50.16. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

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

With regards to order#***-5614212-8565809, even though tracking says it's been delivered. A carrier may scan the package as "Delivered" when it is out for delivery and you may receive the delivery on the next business day. Packages are occasionally left with neighbors, a building manager, or your mailroom and receiving department if shipped to a business. Make sure to check areas such as a porch, garage, or even behind bushes. Please check the surrounding area, as well as with anyone who may have received the package on your behalf unless you have health or safety concerns about doing so. If you do not receive the package after Thursday, December 29, 2022 at 6:00:00 PM Central Standard Time, please contact us using our chat platform, we shall help you further.

We appreciate your time and patience in these regards

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/29/2022

Complaint: 18652016

I am rejecting this response because:

**************** with amazon executive customer relations stated to reach out on 12/29/22 regarding order ending in ****. He stated that my issue will quickly be resolved.

I reach out via chat and am told it will be ***** hours before someone calls me regarding an investigation. Not a refund...just to begin an investigation. I have no idea what ******* Idea of quick is but that certainly isn't it. I request a callback and the person I spoke to told me that I needed to file a police report. I told her that I had absolutely no problem doing so, but it makes no sense how I explained the issue to multiple people and at no point did anyone mention that. Even in the response from "executive" customer relations was it not mentioned. I made amazon aware of the issue as soon as I realized it was not delivered- literally same day maybe within an hour of delivery.

She verifies my address (which has been done by everyone i've spoken to) then comes back to say that my refund is denied. How when it was delivered overnight in a spot that states no overnight deliveries? It was delivered to an open location where anyone walking by could have taken it. I've checked with the office and they stated they don't have anything for me. Additionally, I never said that I wouldn't file a police report. I told her several times that I have no problem doing so. My entire point was why not it mentioned by any of the multiple people I've spoken to. If that's all it takes I would have gotten it done immediately in order to expedite the process.

This "quick" resolution is quickly turning into a prolonged game.

Sincerely

*************************
Business Response
Date: 01/13/2023
Hello,

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

I am sorry for the inconvenience caused to you with your Amazon order #***-5614212-8565809. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on January 3, 2023 for $101.63. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

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

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

We appreciate your time and patience in these regards

Regards,

*********
Initial Complaint
Date:12/28/2022
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.
On 12/09/22 I placed an order for ********* doubleshot cans vanilla 12 pack for the amount of $28.98. Order number is 112-7799521-1041868. Was delivered on 12/12/22 but they somehow included the wrong flavor of drinks from what I ordered. They put in coffee flavor drinks when this isnt what I ordered nor have I ever ordered. I consistently order doubleshot vanilla cans from Amazon nearly every 2 weeks and rarely if ever have issues with them. This one time I ask for a replacement the customer service agent says they cant do anything and that they need a picture of the cans which I already provided. After all the money Ive spent on Amazon this is the type of customer service Im provided. What a joke of a company and greedy business practices. All I have been asking for is a replacement with the correct flavor which is vanilla.
Business Response
Date: 01/09/2023
Hello,

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

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

I'm sorry for the inconvenience caused to you with your Amazon order #***-7799521-1041868. Upon checking I see that a replacement order has been created on Thursday, December 29, 2022. The replacement order #***-2859384-5258648 was marked as delivered on Tuesday, January 3, 2023.

Please feel free to contact us directly by replying to [email protected] 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:12/28/2022
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 11/02/2022 my husband and made a purchase from Amazon for Two *** Vive Pro VR systems. Order 111-5910860-7191406. Each cost $1,293.56. The packages were received on 11/05/2022 and opened imediately. Upon opening the first box it was found that the wrong product had been sent due to mislabeling. Instead of a expensive VR system we received commercial garbage bags labeled the *** Vive Pro System. We then documented the issue with several pictures and contacted Amazon.com within 5 minutes and we were assured if we sent the product back the issue would be resolved no questions. Amazon.Com received the return shipment on 11/09/2022. I contacted customer service and was told I would be refunded no questions. A week goes by - I contact customer service and was assured a credit would be issued within a week. A week goes by - Nothing - I contact customer service and was ASSURED once again only to find that the return I had started in their system had been reset like I never attempted to return the item.I contacted customer service and demanded to speak to a manager and was disconnected on several times. Finally spoke to a a manager and was informed I would be credited within the week. It is now nearly two months later - The transaction has been disputed with the bank and Amazon refuses to make good on their promises and refund the money for a product never received. **************** was spoken to regarding this matter over 6 times. Sadly I only thought to copy the last correspondence I made. I will attach below along with photo documentation which no one at Amazon.com has requested.I have since had to go without $1,200.00 to buy presents for my family during the time of Christmas and my VR system present obviously did not work out. I have been a ideal ************ too long for this to go formally undocumented.
Business Response
Date: 12/29/2022
Hello,

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

I'm sorry for the inconvenience caused to you with your Amazon order. Upon checking, the e-mail address you have provided to us with isn't associated with an account/doesn't have an order matching what you described. 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 write 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:

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

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 01/05/2023

Complaint: 18652086

I am rejecting this response because:
We filed a complaint under the correct email with the account owner and it's being ignored. Just like our original request.

Sincerely,

***************************
Customer Answer
Date: 01/13/2023
As requested the email address on file for the account this complaint is regarding is as follows:

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

As requested the order number on file that is requested is as follows:

Order # ***-5910860-7191406
Business Response
Date: 01/20/2023
Hello,

I'm Prashanth from Amazon.com.

Thank you for writing back to ** with the order ID.

After reviewing the issue I've issued a refund of $1385.73 to the original payment method on Friday, January 20, 2023.

Refunds usually gets processed within 3-5 business days from the issue date.

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

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

I hope this information helps. We look forward to seeing you again soon.

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

Regards,

*********
Customer Answer
Date: 01/20/2023

Complaint: 18652086

I am rejecting this response because: I have spent hours across several months, including taking time out of my working day attempting to remedy a situation that was of no fault of my own. I've have to speak to at least a dozen people, email several people, file a complaint with the BBB to finally get a response. I have severally lost faith in Amazon at this point. Including going elsewhere for my larger purchases at this point. We have paid intrest on the charge on the credit card we placed this one when we on a normal basis do not pay interest and pay our bills in full every month.

I make 27 or so dollars an hour. I've spent well over 6 hours attempting to fix the situation your business has caused which could have been easily remedied. So let's say that's $162.00 give or take. Plus interest on the card, which was probably not all that much - but more over our frustration and the anger after being lied to several times by several Amazon employees and management.

****** I want 2 years of prime for free. If this does not happen - Now that I do see the credit for the Vive, we will cancel our account. ******

Please do look at our relationship with you. You will see that we are great customers. We seldom return things and if we do it for valid reasons. We spend A LOT of money with your company. Amazon Prime is convenient, Yes - but our pride of the matter well out weighs that. This whole ordeal has been ridiculous. Credit our account the next two years of prime please, as per our request. I feel we are rightly owed this.

Sincerely,

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

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