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

49,566 total complaints in the last 3 years.
16,372 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:11/10/2022
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.
Hello,My account was closed mistakenly. All my orders and activity are legitimate and authorized. Please reinstate my account immediately as I have things I need to return. Please also do not put my account on hold anymore.
Business Response
Date: 11/16/2022
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:11/10/2022
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.
Purchase Date: November 5, 2022 Item: MusclePharm 100% Whey Protein, Muscle-Building Whey Protein Powder, Cookies'N' Cream, 5 Pounds, 70 Servings Amazon.com order number:111-0570284-0916269 Price: $69.99 Contacted Amazon and indicated that the powder did not mix properly so was defective. If it doesn't mix, than it's "chunky" and therefore is defective as there is something wrong with it. Amazon over live chat said that they would contact their Specialist to refund the money. Then I received an email stating that I need to contact the Manufacturer and that they wouldn't issue the refund. I informed them of their policy which specifically states, and I quote directly from their website: "Eligible for Refund or Replacement. This item is non-returnable, but if the item arrives damaged or defective, you may request a refund or replacement. Therefore because this product is defective than I am requesting a refund or replacement. It does not say contact the manufacturer for a refund it says Amazon will provide a replacement or refund. They have failed to honour their own policy stated directly on their site page for this product. I am seeking a refund and will return the product if they require it. I have attempted many times to resolve this via live chat and email, however, they continue to send back the same email and are unresponsive.
Business Response
Date: 11/16/2022
Hello,

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

I've reviewed your complaint and checked with the concerned department in this matter.

After reviewing they've issued a full refund of $69.99 for the order #***-0570284-0916269 on Friday, November 11, 2022

Refund was issued to the original payment method. refunds usually gets processed within 3-5 business days.

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

http://www.amazon.com/gp/css/summary/edit.html?orderID=***-0570284-0916269

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

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/17/2022

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:11/10/2022
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.
My account was locked, and I called customer service (CS) to resolve the issue. CS put me through several questions about my account not about my personal info. Questions was like "when (year/month) you joined Amazon Prime?" or "what is in "keep for later" bucket?". I don't remember answers to such type of questions. CS said your failed to answer, call us back again. I tried again with the same result. I talked to their supervisor with no resolution. It seems to me I am stuck, and nobody can help me to unlock my account that I have had for many years. The situation is total absurd. In the first place my account was locked because Amazon suggested that I need to change my password. However, it never prompt me to any normal procedure to change my password. Instead, I got in a loop when Amazon started sending me one security code after another and finally locked my account.I consider all this as very user-unfriendly setup. They need to change their account security procedure and verify the customer personal information, not account activity information.
Business Response
Date: 11/12/2022
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.

I see the concern that you have shared about logging in to your account and have reviewed it in detail. We regret the inconvenience caused but will not be able to assist over an emailed complaint.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

In this case, our systems are designed to ensure that unauthorized access is prevented as best as possible. We need you to verify the ownership of your account so that you could use the account without any problems.

We recommend you work with our Account Changes team to ensure you are able to get access to the account. Most questions are answered in Your Account (www.amazon.com/your-account) or in our Help pages (www.amazon.com/help). If you do need to contact us in the future, here's a link to our Contact Us page: http://www.amazon.com/gp/help/contact-us/general-questions.html

To update your account settings once you have access, go to the Your Account page (http://www.amazon.com/your-account) and click on the "Login & Security Settings" box near the top of the page. Then, click on the "Edit" button next to the item you wish to change.

For privacy and security, you'll need to make the changes through the above link. As our investigations are proprietary, we will not be able to share our findings or methods.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/14/2022

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:11/10/2022
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.
This is about ORDER #***-7551873-0260244 I got this item as a used item in good shape and didn't mind being was going to open it. I got it it and there was no accessories. So I sent it back on 10/30 and Amazon has confirmed that they did receive my return but is now refusing to give me a refund for various different reasons and the refund could only be given to me as a credit to use at Amazon but I don't mind but I don't even have to credit.So I'm opening this claim because I NEED them to send me a refund do to I sent it back and they do have it.
Business Response
Date: 11/15/2022
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've reviewed the complaint details and see that you are concerned regarding Order #***-7551873-0260244. Im sorry for the trouble you had with this.
I've looped in concerned team for an update and as per the update we see the returns team have received the order on November 3, 2022 and they are processing the item for refund.

We request you allow us 30 days for the returns team to complete the process, which will end on December 3, 2022. As soon as the return process is complete we shall notify you with an update on refund.

I know your wait has been frustrating and for that, I truly apologize. Please allow us till 12/3/2022, so we make sure the matter is taken care of properly.

Thanks for your patience and understanding in this regard.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/15/2022

Complaint: 18385180

I am rejecting this response because:

Sincerely,

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

This email contradicts a lot what they sent to me by personal email. This is what they said down below

Hello,

This is with regards to the G.I. *** Classified Series Cobra ******************* Vipers Figures 47 Collectible Toys, Multiple Accessories 6-Inch-Scale, Custom Package Art you have returned.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

https://www.amazon.com/gp/help/customer/display.html?nodeId=******

If you don't hear from our ************** by December 3, 2022, please write back so we can find out what happened.

On a personal level, I appreciate your patience, cooperation and understanding in this matter. It is our privilege to have you as our valued customer & we want to make sure you are always taken care of. We appreciate your business and look forward to hear from you soon.

Best regards,
Myrix B.

Thank you.
Amazon.com

To add I dropped off the package to *** on OCT 31 and as of now got no refund or update whatsoever on my refund.
Initial Complaint
Date:11/10/2022
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.
It all started when I sent Amazon an email requesting they reinstate my reviewing privileges. They had previously been suspended due to "suspicious activity" on my account. I was able to get my reviewing privileges back, however, whomever read my email completely misunderstood my message and disabled my account because they thought I was reporting suspicious activity. Once I regained access to my account, Amazon had deleted *********************************************************** access. I need to be able to access that information. I have called once, chatted once, and sent three emails now. Both the chat and the phone call told me they cannot help because they cannot access my orders either. Every single email I send gives me a canned response that they are aware of the suspicious activity and have already deleted my orders and changed my password. Nobody understands what I'm asking. They hear the term "suspicious activity" and automatically reply upon seeing that phrase. I've attached the emails for your review. Please help me get my order history back. I have two defective items that need returned and a try-before-you-buy that I need to access as well as an item that did not work as intended. I just need to be able to see my order history for the orders they've removed.
Business Response
Date: 11/11/2022
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.

I see the concern you have shared with your reviews as well as the account being placed on hold, we regret any misunderstanding in this matter.

I can confirm the account is in normal status, you can place orders or post reviews normally. The account has been fully reinstated for normal usage.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/28/2022

Complaint: 18384958

I am rejecting this response because:

TO AMAZON: PLEASE READ THE MESSAGE IN ITS ENTIRETY, YOU HAVE NOT YET UNDERSTOOD WHAT IM COMPLAINING ABOUT.

This matter is NOT resolved yet. It seems that whomever emailed their answer did not fully read my complaint. I was NOT writing to ask for my account to be restored.

I was writing to complain that because Amazon initially misunderstood the wording of my original email that started this whole mess, they though I was reporting suspicious activity, WHICH I WAS NOT and 21 orders from my order history were completely removed from my account.

I NEED ACCESS TO THE DELETED ORDERS. PLEASE RESTORE THEM.

I have two items I need to return, one item I need to get support for, and one item that I need to file a claim for because it damaged my bathtub and did not work as the company/product stated it was suitable for. I CANT DO ANYTHING OF THESE THINGS WITHOUT ACCESS TO THE 21 ORDERS THAT WERE REMOVED FROM MY ACCOUNT.

AS I STATED IN MY ORIGINAL COMPLAINT, PLEASE RESTORE MY ORDER HISTORY. I never emailed to report suspicious activity. Someone misunderstood what I wrote and wiped out my order history in the process.

Business Response
Date: 12/06/2022
Hello,

We have reinstated this customers buyer account.
We sent an email to the customers registered email address on 12/6/22 confirming account reinstatement.
Customer Answer
Date: 12/07/2022

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.
I would just like to note that it took SIXTEEN TOTAL EMAILS and 3 chats for me to resolve this concern. That is a problem. Nobody was readying or understanding what I was asking for. I have the exact same issue when I use chat support for other problems. The agents either do not read or they do not understand the concern I'm writing about. It would be very helpful if you employed agents who speak English as a first language. That way, they will better understand requests and reduce frustration.

Sincerely,

*****************************
Initial Complaint
Date:11/10/2022
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 am a prime member for many years and recently Returned my Epson projector within 30 day time period . I received a email after item was delivered to return warehouse saying that the Epson projector I returned was thrown in the garbage because I sent them junk. I thought my account was hacked originally because of how rude and unprofessional the email I received was. The email was from a legit Amazon employee though. Which made me more angry . The level of respect I was treated with is quite troubling . Im getting taken advantage of and Im very frustrated and angry Below is my order number and proof of return from **** Order date Oct 3, 2022 Order #***-2079832-1884216 Order total $641.99 (1 item)UPS tracking # 1Z4718EE9018673508
Business Response
Date: 11/30/2022
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 have reviewed the concern you have shared on the complaint and the return that came in. We will not be able to issue a refund on the order ***-2079832-1884216 at this time.

We have written to you on Thursday, November 10, 2022 at 4:10 AM (PST) that we have received junk instead of the original item, Epson Home Cinema 880 3-chip 3LCD ****p Projector, **** lumens Color and White *********** Streaming and Home Theater, Built-in Speaker, Auto Picture , in your return of order #***-2079832-1884216.

We will not be able to offer any refund considering the correct item was not received.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/10/2022
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.
As a small business owner I applied for Amazon business account and was denied immediately without reason. I submitted EIN document with application. When I questioned why I was being denied I was NOT given any specific reason. I was told I was in violation but not given specific violation. Then I was informed account was deactivated when it never had been activated. They are falsely advertising business accounts and are preventing a small business an account for unknown reasons. Amazon has yet to give me a reason as to why business account is being denied. My business is an event center holding weddings and other small events. When I opened my business a few years ago I applied for Amazon business account and was denied then and did not follow up, this time I am following up. I have appealed the decision and have been told no additional correspondence will be made.
Business Response
Date: 11/16/2022
Hello,

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

I've reviewed your complaint and checked with the concerned department in this matter.

Unfortunately, they were unable to find any communication regarding setting up business account from this email address.

In case if you've tried to set up a business account from a different email address then we request you to write to us from that email address using the exact same subject line.

Rest assured, once we get the complete information we will address the issue a soon as possible.

We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/17/2022

Complaint: 18384504

I am rejecting this response because:All of my communication has been from my business account so this is completely untrue that they cannot find my business email. I have sent all correspondences that have been from my business email account to respond to their false claim.
Sincerely,

********* *********************
Customer Answer
Date: 11/22/2022
************************** is business emailed used.
Business Response
Date: 12/10/2022
Hello,

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

I'm working with the concerned department on this issue currently and they've requested you to confirm the Business Name which you were trying to register.

Please provide us the requested information so that we can review and assist you further.

We look forward to seeing you again soon

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/10/2022
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 have placed 3 orders with Amazon and there was issue with the items so I send it back for the refund. The *** tracking clearly shows that the item was delivered back but now after almost 2 months Amazon is charging back saying that we don't have the item with us. This is so unprofessional and is ridiculous that I am sharing the tracking proof with them and still they are refusing to give the money back and charged me back for an item which I had already returned. Order # ***-5576937-3667456 Order # ***-0338576-5275423 Order # ***-1932633-0452203
Business Response
Date: 12/13/2022
Hello,

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

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

Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

If you haven't been issued a refund after December 17 2022, we recommend that you reach out to the carrier that you used to return the item to Amazon.

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

Regards,

***********************
Amazon.com
***********************************
Customer Answer
Date: 12/21/2022

Complaint: 18384666

I am rejecting this response because: Till now I haven't received my refund.

Sincerely,

*************************
Business Response
Date: 01/11/2023
Hello,

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

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

Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

If you haven't been issued a refund after December 17 2022, we recommend that you reach out to the carrier that you used to return the item to Amazon.

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

Regards,

***********************
Amazon.com
***********************************
Customer Answer
Date: 01/18/2023

Complaint: 18384666

I am rejecting this response because I didn't received any refund. I contacted the carrier and they are not taking responsibility for these packages as it was generated directly from the Amazon and they are saying that Amazon can start the claim if they haven't received the package. Amazon here is completely failed by not providing a refund and only giving excuses.

Sincerely,

*************************
Initial Complaint
Date:11/10/2022
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 ordered the bark box dog bed under my account associated with ************************ It was poor quality and not what amazon described on the website and wanted to return. The matress was xl size and came shrink wrapped and was no way it would fit in the box but Mayee from customer service said all I needed to do was wrap it in plastic and take it to *** for the *** drop off to initiate the amazon return and that it would be free and *** would handle it from there. I was charged $19.30 and used my husbands debit card because they said they needed it packed when I was assured by Mayee multiple times that it would be free and they would handle it. I reached to after to another customer service associate through ******************** and said it would be refunded and I emailed the receipt for the charges and was assured someone would reach out to process the refund, i still have the email showing as sent and that she got it. On Nov. 9th, I checked back in and was told a refund couldnt be processed until the item was. So today It was finally refunded and reached out to Amazon and talked to ******* and was informed I either choose gift card or to a card that was in my account that wasnt even a debit card or what was used at ***. I would either like double the amount of amazon gift card or a refund to my actual debit card.
Business Response
Date: 11/11/2022
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 email and completely understand your disappointment with regards to return shipping cost for Barkbox foam bed.

We do our best to ensure that all of our customers orders go as smoothly as possible. I apologize this wasn't the case this time.

Upon checking the communication details we see return shipping cost was paid by the card, which was not added in your Amazon account and I do see a refund for $19 was issued as special case on different order in the form of gift card.

You can view the gift card balance using the below link:
https://www.amazon.com/gp/css/gc/balance/

I really wish we had an option to issue the refund on the original payment card, however due to the card unavailability in the account we are unable to process the same.

Nonetheless, I've shared your experience as a feedback with the appropriate team for their consideration, so that we can work on improving our system for more flexible options.

I've issued a $5 promo credit from my end as a goodwill gesture. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.

I realize you're upset we've been unable to address your concerns to your satisfaction, but I hope you'll consider this an isolated incident and give us another chance in the future.

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,
*********
Customer Answer
Date: 11/11/2022

Complaint: 18384384

I am rejecting this response because:I asked several times why I couldnt link a card that was used at *** and was given a run around that it couldnt be done but now it cannot be done because a card isnt linked? It is not making any sense. I can easily add a card to amazon. Refunding $19 for shipping in gift card form isn an inconvenience when I wasnt expected to pay $19 to begin with especially in todays economy and then to offer a $5 credit to my account for convenience? Thats absurd, not even $25 dollars. The $19 was not an amazon gift card used to ship the dog bed back. How can one associate say it cant be done while another I had provided proof of the email of me sending receipts say she will have someone get back to me and confirm the card to refund? Sounds like nobody knows the real answer.Amazon is known for free returns especially with prime, I should have been able to be refunded without gift card form since it came out of my own money now. I want the $19.30 refunded back to the card or the gift card doubled for the inconvenience of all the false information.

Sincerely,

***************************
Initial Complaint
Date:11/10/2022
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 have been a wonderful customer of ********************** for years. The problem has been ongoing. Their delivery people at times have delivered my package to the wrong address and a neighbor has had to bring it to me. Most recently, on Friday, October 7th, 2022, I found that my item had not been delivered. It was Order#***-3207829-1787429 which was mDesign Tall 3.2 Gallon Round Metal Step Trash Can. I immediately checked with neighbors, etc. and it was no where to be found. I waited a couple days to see if it would show up. It Never did. I then called Amazon ***************** The ********************** representative told me she would take care of this immediately and arrange for a refund to my Affirm account which it was charged to. I was confident she would follow through. She didn't. When I checked back with Affirm to make sure my credit was issued, I was told that Amazon never took care of this. On November 2nd, I called back and asked ****** (a lady named ***) to stay on the line with me for a three way conversation. I was transferred from **************** to a woman named Step in the Refund **************** She refused to help me, threatened me, and lied to me, saying a Manager was not available. She then hung up on me. I called back again and the Manager named ****** transferred me to the same department to a man by the name of ****. He was rude and belligerent also and hung up on me after he said he would put a note in the system. The lady named Eds from Affirm, was flabbergasted at the behavior of these Amazon employees. I wanted her on the phone with me to witness their terrible behavior. I am a Senior citizen and it is so horrific that Amazon employees would drop the ball to begin with and never issue a credit, then two of them hanging up on me. I told Affirm that I planned to report them. If this is not immediately resolved to my satisfaction, I will also get the ************************* involved. I will also ask that the public be made aware of this behavior.
Business Response
Date: 11/17/2022
Hello ******,

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

Im really sorry to hear about the inconvenience you experienced and your interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

I've reviewed your complaint and sorry to hear that you didn't receive it. Upon checking the Order No: 114-3278106-4921061 I see that the item was returned on Oct 7, 2022

On Nov 2, 2022, we have to investigate further and asked to wait three days for the investigation period till November 5th and we didn't any contact post that. We request you to please contact our support to resolve this on call.

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

Regards,
*****
Amazon.com
http://www.amazon.com

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