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

57,995 total complaints in the last 3 years.
21,686 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:10/31/2022
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.
10/31/2022 I wrote into Amazon chat about a billing issue I noticed on my Amazon **** card and was told by an agent *************** that I would be refunded $49 back to my card in 3-5 days. I never got a confirmation email so I called later in the day. I was transferred time and time again, with some agents saying yes I would get a refund and they just needed to transfer me to someone else to process it, and then those agents would say they couldn't. I spent over 4 hours on the phone with some of the worst agents I've had to deal with- I was hung up on, was accused of trying to scam amazon, accused of lying so I emailed proof when they tried to argue, I was hung up on by a SUPERVISOR who refused to transfer me to his supervisor after promising me he would. I would first like the call to be listened to and that agent to have action taken against him- hanging up after I specifically ask him not to and to transfer me is the rudest thing ever, especially after knowing I've been on the phone for 4 hours. Second I would like the refund that was supposedly already processed to my card (which was a lie) to be honored. You should not have 3 agents in a few hours all tell me yes I could get a refund and to transfer me only for 4 of those people to tell me they can't/ That's almost a 50/50 split of agents promising different things, and it's a lot of misinformation by a lot of agents in a short time. This wasn't one time an agent gave the wrong info. On top of that, I'd appreciate a credit for my time. I have remained quite calm despite how stressful this has been. I don't get paid to do this and yet I treat these people with more respect than they treat me at their job. I've wasted so much of my time because of the rudeness and misinformation. Amazon has definitely been slacking on the customer service lately, especially regarding my last few issues.
Business Response
Date: 11/02/2022
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 for the bad experience you had with our support. This is definitely not the experience we ever want you to have with us. I've shared the details with the team for necessary action. I understand your concern regarding the $49 charge on your card.

I've checked on it and I can see you have placed multiple orders on Oct 5. On all the orders, you have selected gift card balance as the default option for the payment however the available balance was insufficient to complete the purchases. Hence the system charged your **** card for $49.00 (required balance to complete the purchase).

We haven't received any extra payment on your order. You are charged only for the amount required for the items you have purchased. I understand this information should have been checked by the agents who promised the refund however it wasn't done and I sincerely apologize for that. I've raised a feedback with the concern team to make sure the associates are coached to avoid this miscommunication happening again in future.

I'd like to assure you again that you are not charged anything extra. We have received the payment only for the items you have purchased from your card and charged you available gift card balance to complete the order for other items.

You may view the gift card activity on your account through this link.

https://www.amazon.com/gc/balance/?returnFromLogin=1&siteState=clientContext%3D132-8399109-6961664%2CsourceUrl%3Dhttps%253A%252F%252Fwww.amazon.com%252Fgc%252Fbalance%252F%2Csignature%3DmSKzj2Bvxe123Hj2F7uESnUw9DXrOs0j3D

If you never want to be charged on that card for the purchase, I request you to please return that order for a refund on your account. Steps included in this link to return any order.

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

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
http://www.amazon.com
Customer Answer
Date: 11/02/2022

Complaint: 18338930

I am rejecting this response because: having to spend four hours on the phone with over eight different agents who are all misinformed and promised things they do not have the right to promise is unacceptable. I shouldnt have to face being hung up on, being lied to, being accused of lying, being accused of everything else, having a manager refused to transfer me to the supervisor they promised to transfer me to, then being hung up on again. Not only is the lack of correct information or desire to find the correct information a problem, but the way that many of your agents treat customers is a problem. It goes way more than reviewing this. I have never been spoken to like the way that I was spoken to on the phone the other day. I was beyond patient and kept asking for someone to solve it. It shouldnt take running to the BBB to get accurate information. I am a ****** at the way Amazon has been treating me, a paying prime customer, in the last multiple issues involving my orders, which have been so difficult and hard to resolve with rude agents. Sending one message saying youre so sorry does not fix everything that I went through and everything that I had to experience because of Amazons customer service.
Sincerely,

***************************
Initial Complaint
Date:10/31/2022
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 has continued time and time again to charge my credit card for services not requested or received. I pay monthly for my Amazon account for which I've tried to get assistance with paying less for an annual payment. It addition to taking out monthly payments they are taking out other charges for I don't know what! I did NOT ask for or allow VIDEO's or ANYTHING but monthly fee that I would LIKE TO GET annually! I've been charged monthly since at least 2/27/2022 10/28/202210/27/2022Prime Video*H89Z37QB2 ************ WA This (IS THEFT)
Business Response
Date: 11/09/2022
Hello *****,

I'************* 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 I understand that you are concerned about the unexpected charges towards Amazon digital purchases. I'm sorry about any inconvenience this may have caused.

Using the Charge ID you provided in the complaint, I was able to identify that they charges are from the HallMark Movies Now prime video channel subscription.

I've forwarded this complaint to our digital specialists and on November 2, 2022 they have cancelled this subscription. They have also refunded 9 x $5.99 charges to the original payment method the amount was charged.

These refunds were issued on November 2, 2022 and must have already been processed. Please review your MasterCard statement to find these refunds.

I hope this helps. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/31/2022
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've been experiencing overall poor customer service at **********************. I purchase a lot of items. Within the last month I've had to return more items than I ever had in a small period of time due to receiving defective merchandise. I have to call customer service to resolve the issue-it used to be simple to process the return online, print a label, and have *** pick up the next day. Now, certain items do not allow to print a label or no pick up. When I call, I first have to go through a screening process as I did today. Every time I call, the first agent that picks up to verify my details-and I've been customer of ******************** for a lonnnng time, I used to be a Prime customer until the service went downhill-they're always unable to verify my information to assist initially. They always transfer me to another agent. Today, I experienced the same thing. I received a defective product, order # 112-0132264-7527414-Wireless earbuds. I purchased them on 9/25/22, they started off working perfectly, now it takes a long time to charge them up. It used to take within 1 hour to charge up to 100%. I plugged them into a wall with several different *** plugs-they won't charge at all with the wall outlet, most smart tools charge faster with a wall outlet than a computer *** charge. Today, I connected the *** to the computer at 7am, it is now 11:56 am and the charged moved from 33% to 34% (it didn't move at all with the wall outlet, I left it plugged in all day yesterday). It should move from 33% to 100% in less than 1 hour, which is what it did when I first purchased it. I didn't notice the power percentage moving down and down until last week. There has been no damage to the earbuds or the charger. This is getting very annoying having to call regarding defective items. Each time I have to call and go through the same thing, not being able to get my account verified with initial contact, then having to be transferred. Sometimes I have to call back. **************** has gone downhill!!!
Business Response
Date: 11/02/2022
Hello ******,

I'************* 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 I understand that you are concerned about the return process.

I've checked the order you mentioned and I see that the order is placed from an Amazon.com account which isn't associated with the email address mentioned in the complaint. Due to account security reasons, We only provide information and make changes when the request comes from the e-mail address associated with the account.

However, I can provide the below generic information regarding this particular return; usually if the item is still within 30 day return window there is no requirement for our customers to contact our customer service team. They can directly request the return/replace by signing in to their Amazon.com account. However, once the 30 day return window is passed, the return labels need to be requested by our customer service team because the return requests are the 30 day return window are an exception and are handled as case to case basis.

When you contact our customer service you need to first verify the ownership account. That is why you were asked to confirm the details of your account. This helps to ensure the integrity of your account.

Regarding the return of the Wireless Earbud from the order you mentioned; please write to us from the account from which the order is placed.

Or you can directly contact our customer service after sign in to that account so that they can offer the return options when you online with them.

Here's a link to our Contact Us page:

http://www.amazon.com/gp/help/contact-us/general-questions.html

Regarding the issues with the products; since we are only the retailer, it is not possible for us to test the product that we ship. We ship them as they are received from the manufacturer/vendor. However, we have a 30 day return policy and customers can avail free returns for the products which are defective/damaged/incorrect/incomplete with this 30 day return window.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/02/2022
********************
Business Response
Date: 11/05/2022
Hello ******,

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

I've checked the order of the Wireless Earbud, Sport Bluetooth 5.1 Headphones and see that the return window expired on October 26, 2022. Since you reported the issue just within a week after the return window expired, we can make exception and provide you with a return label.

Hence, please let us know if you'd prefer a *** Drop Off label or a *** Pick up for the return and also if you'd like the refund to be issued to the original payment method used or to your Amazon account's gift card balance.

Please reply to this email directly with your preferences.

Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/08/2022

Complaint: 18338413

I am rejecting this response because: I appreciate your allowing me to return this item post the expiration time period. I could've called customer service and I'm sure they would've accommodated for the matter, just as you have-and I do appreciate that. I'm more concerned about the fact that this has been ongoing with many of your items. My significant other resolved the issue with this device. He let me know that the wiring on the device was faulty. This was bought brand new from Amazon, but yet the wiring was not connecting in order for the earbuds to be charged. We simply purchased another cord for the device. Obviously I bought the device brand new in order to use it for long term, not to go through the hassle of returns. I'm not sure what Amazon can do to resolve this issue which is why I contacted the BBB. Items are advertised as one thing, but then when the customer receives the item-it's either faulty (like the earbuds with the bad wire), used but sold as brand new, items that need to be assembled do not come with the proper components, clothes being advertised to look one way on the website and are totally different-looking when received-cheap. Actually, I'm sitting in an office chair that I purchased from Amazon earlier this year. I had to assemble it, only to get to the last 2 screws that connect the back of the chair to the seat and the chair was manufactured wrong-the s**** holes don't align with the base. I wasn't going to disassemble the chair after having spent time and effort putting it all together, so I left it as is. Each time something like this occurs I have to call customer service to resolve it. When I call customer service, first the initial recording asks for my account details, then I get connected to one department that always has a problem finding my account details, I'm questioned over and over having to provide my account details only for the representative to say they can't find my account (and I'm a long-time customer used to be a ********************** customer until ********************** started going downhill with service), then I'm finally connected to a department that asks for my account details again. It's already annoying receiving bad products, then having to go through this over and over again, something needs to be done, more than my returning this product. I'm an ongoing consumer of Amazon and I'd like to see them do better! What can be done to make things better for your long time customers.

Sincerely,

***************************
Initial Complaint
Date:10/31/2022
Type:Customer Service 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 prime and only use prime shipping. My orders were put on the slower amazon day shipping. I started a chat to find out why. I was ignored. Several minutes of silence and I ask them to stop doing other chats and get me a supervisor. I was denied. For the next 25 minutes i demanded a supervisor. Then I see that this representative started cancelling orders without consent. I placed several calls and they won't do anything but issue credits for items sold by them. That doesn't help me with the orders and items that were cancelled. The second "supervisor" hung up on me. I am considering legal action if this isn't handled better. Call number three, I've had to place a new order for the cancelled items myself and am calling for a refund for the affected items. Refuse to help unless I buy other items sold by you. I expect the employee who cancelled the orders to be fired. This is fraud and just outrageously ridiculous that I am starting my holiday shopping and have to worry about making sure my orders don't disappear. I will keep calling and I will go to the bureau of consumer affairs. This supervisor also refused. I think I'm up to call number 5. I will not stop until I feel like you have genuinely made up for this. Wow, these calls keep getting worse. Truly no customer service. Only contact me in email
Business Response
Date: 11/02/2022
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 your concern with Prime shipping and the Amazon Day which was selected during checkout. We regret the misunderstanding when you reached us on the issue and have passed your feedback for a review.

We will internally review the calls reported, but would not be able to reply with the findings or a response.

In the meanwhile, I would request you to also look for and select other available options during checkout of your next order.

You do have the option of using the Order Details page to select options available to you with your order. Please select "Problem with your Order" or related options on the details page. In case you are not able to find an option which woks for you, you can reach us over chat or call.

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: 11/02/2022

Complaint: 18338054

I am rejecting this response because: they have completely ignored the actual issue. That their employee refused to get me a supervisor and then maliciously canceled multiple orders.

Sincerely,

***************************
Initial Complaint
Date:10/31/2022
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.
My brother, *****, has not received a correct refund for the computer we returned to Amazon. Because of his disabilities, our family assists with purchases. Our brother, *****, a software engineer, chose a Lenova Flex5 laptop computer. The facts are as follows:1. The computer was purchased on 1/24/22. ***'s account was debited for $1131.91.2. It shipped 1/25/22.3. Shortly before 4/28/22 the screen broke. Because we were within the 90-day return period and because he knows from prior experience a repair would be $200-$300 dollars, ***** returned the item on 4/28/22. 4. Amazon accepted the item without any indication *** would not receive a full refund.5. Since Amazon no longer sells this laptop, and assuming *** would receive a full refund, ***** selected & purchased a different laptop on ***'s behalf.6. On 5/5/22 a refund of only $74.75 was issued to ***'s account.7. On 5/14/22 ***** filed a claim for the remaining balance of $1,057.16. He was told at the time the item should be covered by Amazon's AtoZ Guarantee which provides that a seller cannot charge more than a 15% restocking fee.8. Over the next five months, ********************, ***'s legal guardian, called Amazon at least twice a month to follow up on the claim. Each time she was told it should be covered by the guarantee, and the representative assured her a "claim" would be filed with the next level of customer service and that she should receive an email within 7 days. No email was forthcoming even though test emails proved to have been delivered.9. The last two times ***** called she insisted on speaking to a supervisor. These supervisors repeated the guarantee and assured her she would receive a phone call within 24 hours. Again she was ignored. 10. ***** is on SSI Disability. The disputed amount represents more than half his disposable income after room and board. 11. At this point, *** does not have use of the computer and his bank account has been significantly depleted.
Business Response
Date: 11/14/2022
Hello,

Thank you for reaching out. We have reviewed the information provided and issued the remaining refund of USD 1057.16 to the buyer. The amount will reflect in buyer's original payment method within the next 2-3 business days. Please notify the buyer of this decision. We hope this resolves the issue.
Initial Complaint
Date:10/31/2022
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 come here because I really don't know what else to do, I have sent multiple emails to Amazon and have gotten no response.My store disappeared from the marketplace and I can't access it as if it never existed and this does not give me the possibility to appeal this decision and show the necessary proof, as well as my funds are still withheld since then.
Business Response
Date: 11/02/2022
Hello,

We have reviewed this account and the information provided. We have determined that this seller *** not sell on Amazon as their account *** have been used to engage in fraud or other illegal activity.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

Thank you,
Amazon - Seller Performance
Initial Complaint
Date:10/31/2022
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 # ***-2164686-6089011 all 3 items were retunred from this order over 1 month ago -the return tracking shows amazon got the packages back over 30 days ago, yet I still have never been refunded for the order....please locate return and process refund-Kazeila Artificial *************************** Tree,Fake Greenery Plant,Come with Woven Seagrass Belly Basket,Indoor Outdoor Modern Decoration,3.4 Feet Kazeila Artificial *************************** Tree,Fake Greenery Plant,Come with Woven Seagrass Belly Basket,Indoor Outdoor Modern Decoration,3.4 Feet Return or replace items: Eligible through November 3, 2022 Buy it again View your item Track package Return or replace items Share gift receipt Get help Write a product review Delivered September 28 **************** Chair Desk Chair Mesh Computer Chair Back Support Modern Executive Mid Back Rolling Swivel Chair for Women, Men (Grey)**************** Chair Desk Chair Mesh Computer Chair Back Support Modern Executive Mid Back Rolling Swivel Chair for Women, Men (Grey)Return or replace items: Eligible through November 2, ***************************************************************************** replace items Share gift receipt Write a product review Delivered October 2 Your package was left near the front door or porch.Topfurny Computer Desk, 32 Inch Small Computer Desk Study Table for Small Spaces, Modern Simple Writing Desk with Round Desk Corner Edge for ******************** Gaming Room, Bedroom, Workstation Topfurny Computer Desk, 32 Inch Small Computer Desk Study Table for Small Spaces, Modern Simple Writing Desk with Round Desk Corner Edge for ******************** Gaming Room, Bedroom, Workstation Return or replace items: Eligible through November 1, 2022 Buy it again View your item
Business Response
Date: 11/12/2022
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. Upon checking the order #***-2164686-6089011 I see that the return hasn't processed yet.

The concerned department has requested you to provide them additional time to process the return.

Usually once the carrier receives your return package, it can take awhile 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.

Although the return has been marked as delivered, the ************** has to complete the return processing before the refund is initiated.

Our ************** hasn't yet received the package although the carrier has picked it up. You'll receive an update on the return once it's delivered and processed by our ***************

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation.

Fore more information refer to our Refunds page for more information:

https://www.amazon.com/gp/help/customer/display.html?ie=UTF8&;nodeId=******. If you don't hear from our ************** by 27th December 2022 , please write back so we can find out what happened.

Thank you for your understanding.

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: 11/14/2022

Complaint: 18337800

I am rejecting this response because: it has been OVER 45 days since the wharehouse got this order back , the tracking shows they got it back over 45 days ago and I still have not been refunded, please process the refund

Sincerely,

*************
Business Response
Date: 11/30/2022
Hello,

I'm Harasankar 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.

The concerned department has requested you to provide them additional time to process the return. We have sent you a communication in this regard on Saturday, November 12, 2022 at 5:01 AM (PST) as well.

Usually 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.

Although the return has been marked as delivered, the ************** has to complete the return processing before the refund is initiated.

Our ************** hasn't yet received the package although the carrier has picked it up. You'll receive an update on the return once it's delivered and processed by our ***************

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation.

Fore more information refer to our Refunds page for more information:

https://www.amazon.com/gp/help/customer/display.html?ie=UTF8&;nodeId=******

If you don't hear from our ************** by 27th December 2022 , please write back so we can find out what happened.

Thank you for your understanding.

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: 12/02/2022

Complaint: 18337800

I am rejecting this response because: IT HAS BEEN OVER 60 DAYS SINCE THIS ITEM WAS RETUNRED AND I STILL HAVE NOT BEEN REFUNDED, PLEASE PROCESS MY REFUND

Sincerely,

*************
Initial Complaint
Date:10/31/2022
Type:Billing 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.
Amazon blocked my account and still charging me for prime that i'm not able to use, asked them to cancel it many times and they simply don't care. Will be cancelling my credit card if it continues, people should be very careful dealing with this company.
Business Response
Date: 11/11/2022
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 Prime charges. I'm sorry for the inconvenience caused.

I've checked on it and I can confirm you that the subscription isn't active and we haven't charge your card on the account for this canceled subscription. If you are still being charged, please help me with the charge id. It will be 9 digits alphanumeric id that you will find on the billing statement. This charge id is unique for all Amazon transaction and will help us to locate the account where it is being charged and all other details.

Please share the details by replying to this email or to BBB. I appreciate your cooperation.

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
Customer Answer
Date: 11/15/2022

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:10/31/2022
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.
Order Date: 10/22/2022 Order # ***-7136426-0469818 Item: 6 in 1 Body Machine Cost; $388.99 Tracking ID: **************** Says Delivered: 10/24/2022 at 1:51 PM EST and signed for by ********************** Apartments Delivery Location: *************************************************************************************** This package was delivered to an address other than **********************************************************************, and signed for by an unknown person. I have not received the item and was advised by Amazon to file a police report and, once the report is complete, to call Amazon back during police business hours with the report number. On 10/27/22, the police report was filed with Fairfax County PD and Officer ***************** On 10/31/22, I paid $10 to obtain a copy of the police report to provide to Amazon. I spent 1 hour and 24 minutes on the phone with Amazon to no resolution and was told I had to wait until 12/13/22 before a refund could be processed as Amazon was not able to verify the report as not Pending. In order for me to obtain a copy of the report, it is required to be completed and not in an incomplete status. Officer ****** took photos of the unsecured area where Amazon states the package was delivered to include with the report. Upon moving to this address in June 2021, I filed a complaint about the delivery of packages, and there was never resolved. I stopped having packages delivered to my residential address and opted for Fissure and Amazon Locker however, Amazon did not permit this item to be delivered to Fissure. Waiting until December 13, 2022 to get a refund is not acceptable as this is an ongoing delivery issue and I followed the guidance of obtaining the police report. I was told by two Amazon reps one of which ************** identified as a supervisor and the highest person in escalations I could speak with. I emailed the police report however Amazon did not want to hold the line for the ***************** to verify the report is complete and left me no other options but 12/13/22.
Business Response
Date: 11/02/2022
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 that the package did not arrive and stated delivered on tracking.

I understand you have shared the required police report however as per the details received from our team on investigation, the report is not yet completed. It is currently in pending stage/being investigated by police. Our team is able to take the action once the report is completed.

The timeline given that is 12/13/2022 is the expected timeline of that police report to be completed. If its done prior to this time, our team will be able to take the action based on the results. If no updates are received and this 12/13/2022 pass, then our team will not wait anymore and help you get a refund.

You may follow up with police where the report is filed to get the status. Once they confirm it is completed, please contact us back, we'll help you further or alternatively wait until given timeline for this request.

Your understanding and patience is much appreciated. Thank you.

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
http://www.amazon.com
Customer Answer
Date: 11/02/2022

Complaint: 18337508

I am rejecting this response because: Hi I do not understand as your information is incorrect! The police report is complete! It is not in pending status you are not able to get a report unless it is complete. Your response is no different than what I was provided when called and stayed on the phone with Amazon for 1.5 hours. The report is complete! This issue is because of the drivers negligence. The package was delivered to an address other than my address noted for delivery. Even yesterday another package delivered to the hallway by the mailroom. Left unsecured for me to search and find. My address is **** Callcott away the packages are delivered to **************************************************** and left unsecured in a common area. I have detailed instructions to bring my package to my address but that does not happen. You need to fact check Fairfax ************* have completed my report. Ive done everything I was told to do. I left work early to file the report, I took off work to go get the report and paid $10 for it. I financed this order through Affirm and now paying interest that I wont get back on an item not received. I even returned the other items purchased on this order but shipped separately. Dealing with Amazon and deliveries is stressful there is no resolve. I request you do your job if it requires being on hold for an hour to get through to Central Records for Fairfax County to verify the report is Complete I reiterate no where in ******* can you get a copy of a report unless it is completed.

Sincerely,

**************************
Business Response
Date: 11/03/2022
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 and I'm sorry for the inconvenience caused.

Our team will need to call the police department again with the report details to verify if they have completed the investigation and updated the report as complete. This can be done only through the call and we need you to be available with us for this request.

In this case, I request you to please call us during the police working hours where you have filed that report. Our team will be calling them while you will be with us on call to get this verified and help you further.

You may call us at **************. I appreciate your cooperation and understanding 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
http://www.amazon.com
Customer Answer
Date: 11/04/2022

Complaint: 18337508

I am rejecting this response because:

What you Amazo is asking me to do is what I did but it was not acceptable to Amazon. I called during business hours and was on the call with Amazon for over an hour. Amazon did not want to hold for the police department to answer at Central Records while their call volume was high. So you are requesting me to do exactly what I've already done. I even asked that Amazon hold until the Central Records answer and was told Amazon cannot do that. Is there a phone number for you? Because this will not get rectified with a **************** number for ********************** as they will not hold for the police to answer. This is why I'm frustrated and warranted the complaint. It's important that I can communicate with you during business hours instead of the nontraditional hours that you are emailing me. This matter needs to be resolved. As the consumer it is not fair because the deliver drivers fail to do their job. This order was NOT delivered to my address. The driver falsified information saying ******** Place signed for it. Who at ******** Place signed for it? ******** Place is the name of my condo community. The office staff does not sign for packages. The driver is negligent as they disregarded the detailed comments as a result I'm inconvenienced. This is just a continued run around.

Sincerely,

Tondochan ********
Business Response
Date: 11/08/2022
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 refund for the missing order. I'm sorry for the hassle.

I see the team have mentioned that they weren't able to connect with the police department to verify the report status due to long hold time on the call with them. I understand you would like us to wait longer on the call to get this done however I'm sorry, our team is able to wait for certain time post that they will need to disconnect and request you to please call us later on that day or any other day.

I request you to please call us again during the working hours, our team will try again to reach out to them to verify the report. If this goes through and it is verified by the officer, our team will take the action and help you further.

If this does not get verified and the case remains the same (not able to connect to police) until 12/13/2022, then as we discussed earlier in our communication, our team will not wait anymore and help you get a refund.

I appreciate your time 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
http://www.amazon.com
Customer Answer
Date: 11/18/2022

Complaint: 18337508

I am rejecting this response because The steps Amazon is advising me to take are the actions I performed before filing the BBB complaint. Amazon is unwilling to hold the line to connect to the Fairfax County Central Records to verify the report is no longer pending. Amazon emails me during nontraditional hours 1am -5am EST and is not an effective method of communication a resolve. Amazon has not provided a solution to this matter any different from what I did already. Amazon did not follow the delivery instructions nor did a human sign for the package that I paid for but did not receive.

Sincerely,

**************************
Initial Complaint
Date:10/31/2022
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 am a third-party seller on Amazon (Merchant Token AUZK0RXELMFIU) and they have suspended two of my marketplaces (****** and ******) for allegations of owning a separate suspended account, but they are wrong. The account identified in my suspension notice belongs to my son. His name is Remington *************************** and he operates the Amazon storefront QoolRUSH. My son and I live at the same residence; as such we use the same IP address to log in to Seller Central. We have used common devices to log in and have similar names, but our businesses are completely separate. Amazon has asked for supporting documentation to prove I do not own the other account, so *** submitted a notarized affidavit signed by my son stating under penalty of perjury that we have separate accounts, but Amazon has denied it several times. This is a legal document so how is it not sufficient? Guilty by association when we dont have an established business relationship is unjust. Can you help?
Business Response
Date: 11/02/2022
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on November 2, 2022.

Thanks,
Amazon.com Seller Performance

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