Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  1150 S Columbia Ave Campbellsvlle, KY 42718-2465

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  Amazon.com

  1245 E Washington Ave Ste 300 Madison, WI 53703-3040

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  Amazon Fulfillment Center

  3350 Laurel Ridge Ave Ruskin, FL 33570-5526

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  Amazon.com

  1516 2nd Ave Seattle, WA 98101-1543

  

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:12/19/2022

  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.

  8pm 12/17/22 after I hadnt received my Amazon shipment 1 of 6 which contained 3 childrens items. I reported the items not delivered & also reported the instructions not followed. I called Amazon spoke with ****** she was lost. I was escalated to *****. ***** advised the Amazon driver marked package as delivered but didnt actually deliver the item 1. Thats a huge integrity issue. ***** explained there was a logistics note that reads package was unable to be delivered because the driver couldnt access the mail room. Which is why theres not photo Not only did the driver not call as asked, he falsified the delivery date and caused a huge amount of stress. Today 12/19 I call back, because package wasnt found. Spoke with **** who connected me to Barbera: ******* was rude & interrupted me while I talked. She said the drivers do not have to follow the delivery instructions unfortunately there is no notes to confirm the information ***** told you so we arent going to replace the items I asked for a supervisor so I could have the call reviewed between ***** and I. Thats when I got supervisor *****. Who said I let you talk now let me talk. He was rude as well. Although I never asked ***** for a refund he relentlessly threatened to hang up on me. I asked ***** if he could review the call, to confirm what ***** promised. ***** confirmed he could review the call but he wasnt because the advisements by ***** were irrelevant. ***** didnt resolve my concerns: submit a complaint, or anything. ******************* up on me. There is no proof of delivery. There is no package, and my daughters Christmas items arent delivered its very disappointing.I was advised driver would be written up because the instructions werent followed and because no photo was captured. Although I was promised a refund or replacement. Two specialist supervisors ****** and ***** BOTH hung up. I want the calls reviewed and the promises my items delivered or a refund. Uphold the promise

  Business Response

  Date: 12/25/2022

  Hello *******,
  
  I'm Pratap 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 complaint and understand your concern that you did not receive the shipment with the items Klmars Charm Bracelet Making Kit, Gratitude is My Superpower: A children's book about Giving Thanks and Lazada Bunny Rabbit Kids Pillow.
  
  I apologize for the inconvenience that you have experience in this case.
  
  I've issued a refund of $67.78 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.
  
  Your patience and understanding are greatly appreciated.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance in this matter.
  
  Regards,

  Pratap

  Customer Answer

  Date: 01/09/2023

  
  Complaint: 18614170
  
  I am rejecting this response because: I havent been refunded for this empty box I received. Item was said to be delivered in an Amazon package but it was sent in its original packaging, wasnt photographed in the proof of delivery photo. Arrived empty after Christmas 
  FRIGIDAIRE EFMIS462-PINK 12 Can Retro Mini Portable Personal...
  $47.98
  Qty: 1
  Sold By: Amazon.com Services LLC
  
  
  Order #
  112-4162466-7066607
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/19/2023

  Hello *******,
  
  I'm Pratap 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 complaint and understand your concern that you did not receive the shipment with the items FRIGIDAIRE EFMIS462-PINK 12 Can Retro Mini Portable Personal Fridge/Cooler for ************ or Dorm, Pink 
  
  I apologize for the inconvenience that you have experience in this case.
  
  I've issued a refund of $50.86 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.
  
  Your patience and understanding are greatly appreciated.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance in this matter.
  
  Regards,
  Pratap
  
  

• Initial Complaint

  Date:12/19/2022

  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.

  I placed an order via Amazon app on November 19, 2022 for Sulfate-free shampoo and conditioner for Seborrheic Dermititis Relief order # ***-0813551-7155432. Received package delivery on November 21, 2022. The package was damaged and looked saturated on one side. The lid shampoo bottle was broken and caused the shampoo to leak. I reached out to Amazon thru chat, spoke to *****. The end result he told me not to worry about returning item and I would receive full refund to my Amazon gift card. A few days went by and I never got refund nor did anyone reach out to me. I had a total of 4 follow up chats inquiring about refund status. All I was told is another department would reach out to me and that the associate ***** would get a coaching. I finally received said email on 11/29/22 saying I had to return shampoo for refund. I replied stating what ***** had told me and provided screenshot. I also explained that with the amount of time that had past I no longer had shampoo bottle. On 12/02/22 they replied by stating they could no longer move forward with refund since I no longer have product. I would have gladly returned the shampoo if that's what was needed. I have no use for a broken bottle of shampoo that's making a mess. I will provide screenshots of the chat conversations and the messages I received.

  Business Response

  Date: 12/25/2022

  *******************,
  
  I'm Pratap 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 complaint and understand your concern regarding the damaged item Sulfate Free Shampoo and Conditioner Set for Seborrheic Dermatitis Relief.
  
  I've made an one time exception and issued a refund of $49.03  to your original payment method. In most cases, once a refund has been submitted, the refund will reflect in your gift card balance within 24 hours.
  
  Your patience and understanding are greatly appreciated.
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.

  Regards,

  Pratap

• Initial Complaint

  Date:12/19/2022

  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.

  I placed an order with Amazon.com on November 28th, 2022. I used Amazon.com reward points to pay the order (invoice enclosed). Subsequently, Amazon.com canceled my order. In an email from Amazon dated on December 7th, 2022, the refund would be processed because of the order cancellation. On December 18th, 2022, I did not see reward points were refunded / posted to my Amazon Reward account. I contacted Amazon via **************** Web Chat on the same day. I was chatting with **************** **** ******* ****** stated that Amazon reward point payment is not refundable. Amazon will not process reward point payment refund. According to the enclosed Amazon Rewards Program Agreement, Section "Shop with Points at Amazon.com," it states that "For valid returns or cancellations, your points will be credited back to your card account." Amazon.com is in violation of the Agreement for not refunding / processing reward points payment due to the order canceled by Amazon. I am requesting Amazon to process / refund $28.16 reward points payment. Enclosed please find Amazon.com order invoice, refund confirmation email, and Amazon Rewards Program Agreement.

  Business Response

  Date: 12/20/2022

  Hello *****,
  
  I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed the complaint and understand your concern regarding the reward points refund on Order ID: *******************. 
  
  I apologize for the inconvenience that you've experienced in this case. 
  
  I've checked and see that the refund for this order has already processed to the original payment method used.
  
  I would request you to contact  chase card services as Amazon ************ Signature Card is issued by Chase Card, their *************************** is in the best position to help you on questions related to the points refunded. 
  
  please contact Chase Card Services:
  
  Amazon ************ Signature Card: ************
  Amazon ************ Signature Card (Spanish): ************
  Amazon.com Business ************ Card: ************
  Amazon.com Business ************ Card (Spanish): ************
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
  
  Regards,
  Arun
  
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18613848
  
  I am rejecting this response because:
  
  

  I contacted ***** on December 18th, 2022 ( the same day I contacted Amazon ).  ***** stated that there are not any pending reward points refund transactions in the last 30 days.  ***** asked me to contact Amazon.  We need to get this issue cleared.

   

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/19/2022

  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.

  I have had several problems with amazon giving out my personal info to sellers and those sellers stalking me on personal platforms ( I do not use the same email for my social as I do with amazon) to being extremely unprofessional whether Im chat or on the phone and refusing to resolve issues with defective and or missing items that they sent with a a free return option only for that to not be true for all customers as my neighbor who is also a prime member is not being charged a pick up fee. I have also tried with multiple items and get the same result.

  Business Response

  Date: 12/20/2022

  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 understand your concern regarding the missing and defective items. I'm sorry for the inconvenience caused.
  
  I understand it's frustrating to go through this hassle and I apologize for that. Some of the items are chargeable when returning using *** pickup. I know you are a Prime member and I do appreciate it however this pickup charges are applicable for all the customers. There are some items and sellers who offer a FREE returns even with pickup however it is not applicable for all the items.
  
  I understand your neighbors got a FREE pickup but you are not getting it. It completely depends on the item and the seller they have bought it from. I request you to please select any drop off options to be eligible for FREE return. Once we receive the item at our return center, a refund will be issued on your account.
  
  Or I also noticed that the seller is willing to issue a partial refund and requested you to please share the number of quantities that are missing and those that are defective. Please reply to the seller with the details, they will be able to take the action at the earliest.
  
  Regarding the seller contacting you through personal platform, this is definitely not acceptable and I'm sorry for that. I'll escalate it to our team for necessary action to avoid such issues in future. I appreciate your understanding and patience on this matter.
  
  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
  *****************************
  

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18613873
  
  I am rejecting this response because: Although I understand your stance, that message was the first professional one I have received from your company this far. I was laughed at when asking questions about the new policy as they referred me to the returns policy and pricing which list different pricing for this returns and for toys at $3.99 etc as well as the A to Z free return guarantee for third party sales etc. on top of being told several different things and one of which refusing to allow me to return this item as they would be considered a health and safety concern. I could honestly care less about the refund as its the unprofessional and disrespectful manner that several of the representatives acted in. There were two great reps that did try to find solutions/ answer questions and inform me that policies were changing as well one rep trying to locate other closer drop off points. And again I was told that this fee was for all Amazon customers that choose the pick up option which is why I inquired again about the policy and for further clarification on it, not just for myself. 
  Thank you for responding and being respectful and explaining the companies side but surely you can understand ones frustration when being told several different things and options to no options and how that would make a customer weary when the truth isnt given and being treated in an unprofessional manner.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/19/2022

  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.

  Amazon Web Services has charged my credit card for a purchase I did not make. My ********* credit card was charged over $2,000. Charge on my statement has no reference or way to contact Amazon Web Services. I have no Amazon Web Services account. Charge is completely bogus. I made mo such purchase.

  Business Response

  Date: 01/03/2023

  Hello Jan,
  
  I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for the trouble you had with the charges.
   
  I would request you to please dispute the charges with the bank so that they can issue a new card and also work on the charges for you.
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
  
  We look forward to see you soon.
  
  Regards,
  Praveen M
  Amazon.com.
  *****************************

• Initial Complaint

  Date:12/19/2022

  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.

  I placed an order in Nov 28, order number 114-2786290-6309011 in the amount of $180.37 for a pack of Flossing Replacement Brush Heads and a IO Series 8 Electric Toothbrush. I returned the items and Amazon received the items back on Dec 15. Amazon only refunded me for the flossing replacement brush heads and not the toothbrush. I spoke with Amazon today and they said there was nothing they can do about refunding me. I have attached photos showing both items were received but not refunded.

  Business Response

  Date: 12/21/2022

  Hello ******,
  
  I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I understand that you have returned both the brush and brush heads back.
  
  I see that the brush heads were non returnable. However, they were returned using the label which was created to return the brush. 
  
  Luckily, I see that the brush heads which were received by the returns center were refunded. There are no refunds due for the order. The brush isn't received by us. 
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
  
  We look forward to see you soon.
  
  Regards,
  Praveen M
  Amazon.com.
  *****************************

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18613514
  
  I am rejecting this response because they are trying to say they didnt receive the toothbrush but it was in the same box as the toothbrush heads. So how do they receive one item but not the other. Amazon is stealing money from me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising 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.

  On 12/14/22 the ** code I needed to use to upload prime video on my TV did not work the message came up instructing me to call the number that was provided I contacted Amazon the young man who came on the phone did provide assistance after two tries the television was registered and was connected after that the man said he had to wanted to make sure I wouldn't have a problem with the rental or purchasing videos he had me to input a code this code was contacted to playstation I told him I will never purchase this, he said this is a $0 charge only to make sure everything is ok he said the email I received should reflect no charge, after I hung and checked my email I had 5 $100 charges for playstation ***** cards I contacted Amazon through the connection they have, online chat, I file a complaint I received their response today 12/17/22 (I filed on 12/14/22) they refusing to refund me stating I approved the charges I did approve their employee to steal $500 from me. They did not provide a number are name of a live person to talk to, I contacted my bank they temporarily reversed the charges until they investigate. I do not want Amazon to get away with his. I'm unable to attach emails.

  Business Response

  Date: 12/27/2022

  Hello,
  We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
  We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 12/27/22.
  For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.

  Customer Answer

  Date: 12/27/2022

   
  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:12/19/2022

  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.

  I purchased a **** Alpha 7R IV camera from Amazon on May 13th, 2022 for $3,804.08. I then wanted to return the item and requested a ****** Amazon drop-off return. I dropped the item off at the ****** Amazon service kiosk inside the store on June 21st and even have confirmation that the item was received/sorted and loaded to be sent back to Amazon from ******. When I completed that drop-off I was given a refund for the total amount.Amazon then re-charged the total amount for the item on August 3rd, 2022 and I opened a dispute with Citibank the credit card company I used to make the purchase. Citibank reached out to Amazon; Amazon stated I never returned the item, however in that correspondence provided to Citibank from Amazon themselves. It details the item being returned at Kohls AND received in their warehouse in ************. I even highlighted it for Citibank along with the confirmation of the item being received at ******. I've uploaded the information Amazon provided to Citibank and if you look at Page 4 of 14, you'll see the details of the return. Also attached is the photo of the return confirmation from ****** where I dropped off the item, it details the item being received and loaded.Amazon order# ***-0279372-3252211 Item ordered: **** Alpha 7R IV Price total: $3,804.08 Date Purchased: 5/13/2022 Date Returned: 6/21/2022 Return Tracking:KOH1293090878

  Business Response

  Date: 12/30/2022

  Hello ***************, 
  
  I am Raman 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. 
  
  We received your email about the return on order 112-0279372-3252211. We have researched this matter and confirmed that the dispute in question has been resolved between Amazon.com and your card issuer.

  As the result of the dispute, they have asked for the funds to be reversed and returned to them. Therefore, we will not be able to reimburse you.

  Please contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon Marketplace purchases before contacting your card issuer. 
  For more information, visit the page: www.amazon.com/gp/help/customer/display.html?ref_=hp_bc_nav&;nodeId=G59PXSUWUFR92NUQ.
  
  We do not have any other information regarding this problem.
  
  Regards, 
  Raman R.
  Amazon.com Customer Service

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18612894
  
  I am rejecting this response because: Amazon personnel are refusing to even look at the information they provided to my card issuer which details the item was returned to them or the receipt confirmation/****** Amazon look-up tool information that I received from the manager at the ****** location I dropped this item off to for return.  It clearly dictates that the item was received/sorted and loaded to Amazon via ****** Amazon-drop off.  If you look at page 4 of 14 from the dispute letter response Amazon provided they have actually provided the tracking history of it being returned to them. How that was missed is beyond me, PLEASE properly review the information and refund me the money that you owe me for the item I returned.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/19/2022

  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.

  On December 18, 2022, I received an email stating my payment method of a **** Pre-Paid Debit Card had been declined from Amazon. When checking my account, it appeared the charge was pending on December 15, 2022. I called Amazon, they stated they had a pre authorization for the amount, and made the actual charge when the product shipped. Essentially the company is taking payment twice and refunding one transaction when it suits them, then your bank will credit it when it suits them. I currently have over $100 in limbo right now due to their billing process. I spoke with 4 different Amazon representatives that implied the funds were not available when clearly my bank had reserved the funds for that particular order. Today, the same thing has happened twice. They have no solution to this problem. One charge exists that I have no idea what its for.

  Business Response

  Date: 12/20/2022

  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 apologize regarding the multiple authorization done for your order.
  
  Generally once the payment is authorized, our ********* the order at the earliest to settle the payment and the delivery however I see this did not happen on this order. The payment authorized earlier was canceled and reauthorized again resulting in this issue. I'm sorry again for that.
  
  I've shared the feedback with our team to get this checked for necessary action to avoid it happening in future. The previous authorized amount should be reflecting back in your billing statement as per the bank norms. I appreciate your understanding and patience on this matter.
  
  Regarding the unknown charge that you see on your statement, I request you to please help me with that amount and date of the transaction along with the unique 9-digits alphanumeric id you have for that charge from your billing statement. Once I get these details, I'll be able to look into it and help you with the details.
  
  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
  http://www.amazon.com

• Initial Complaint

  Date:12/19/2022

  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.

  I purchased a baby monitor, model LF920HD via Amazon May 3rd. The unit has a defective battery within the company's confirmed warranty period. I reached out in regard to the defect and to receive a replacement LF920HD, question reference # ******-001128. They required I call them about receiving a replacement. I did call the number they provided. They provided a process to request a replacement including a new case number, 221006-00610. I had to provide again my receipt and a picture of the unit with the number the provided written on the unit. They provided a new email over the phone I had to contact for that request. This was all sent Oct. 6th. I understood the prior unit will be returned via a shipping label the company replacing the unit under warranty would furnish. I have reached to the email address ***************************** with this request and all requested information on my part Oct. 6th, 15tg, 28th, and November 26th including the ******************************* on the last attempt. I have received no follow up of any kind, no replacement unit, no shipping label. I simply want this warranty fulfilled and a replacement for the defective unit.

  Business Response

  Date: 01/03/2023

  Hello,
  
  I am ********* from Amazon.com. 
  
  I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for the inconvenience caused to you with your Amazon order #***-6854269-1986626. Upon checking, I see that the return window was expired on August 4, 2022, so we are unable to replace the item.
  
  In this case, I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty.
  
  Most manufacturers list contact information on the product packaging. Here is the link to contact manufacturer: ********************************************************;
  
  For warranty information, please visit: *********************************************
  
  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,
  
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  Amazon.com
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