Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,663 total complaints in the last 3 years.
22,083 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:10/13/2022
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 the XTERRA Fitness TR150 Folding Treadmill from Amazon on August 27th. (order #***-2045348-2743466). However, after opening the package, some of the pieces of the treadmill for bent and damaged. As a result, I could not put it together so I sent it back for a refund on September 9th and it was delivered to their returns center on September 16th. Two weeks later, I had still not gotten my refund so I contacted Amazon via phone to resolve the issue. The customer support agent then initiated my refund and I received an email saying I would be refunded within 3-5 days. A few hours later, Amazon sends me an email saying my account was closed. As a result, I never got my refund. I have been emailing Amazon back and forth for almost a week and it seems that I have only received automated messages telling me to wait two weeks from the date it was returned. However, it has been more than two weeks since the return arrived at their processing center. Furthermore, I already went over this with the customer support representative who initiated my refund.I am extremely disappointed with the treatment I received from Amazon. Not only was my account closed after being a customer for several months, I am still charged for something I sent back over a month ago.
Business Response
Date: 10/25/2022
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.
Customer Answer
Date: 11/01/2022

Complaint: 18210328

I am rejecting this response because:
The refund was still not processed after I received an email saying it would be. This is ridiculous as Amazon has not abided by their original refund email and has instead played games.

Sincerely,

***************************
Business Response
Date: 11/02/2022
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.

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

We notified the customer of this decision by email on 07 October, 2022.

Sincerely,

******
Amazon.com
Customer Answer
Date: 11/03/2022

Complaint: 18210328

I am rejecting this response because:
Once again, Amazon continues to evade the actual problem at hand and instead start obfuscating with irrelevant information. The transaction was not made with a gift card or any gift card balance. The original payment method was a card so therefore, their response has no basis.
Sincerely,

***************************
Initial Complaint
Date:10/13/2022
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.
My issue is about an Amazon.com gift card for $50 given to us by someone, a while ago, A week back I had tried to peel the sticker off of the card to reveal the claim code. Unfortunately - due to a manufacturing problem I reasonably believe - a couple of digits of the claim code have peeled off along with the sticker. The sticker itself peeled off in a single piece. Despite my numerous attempts to convince the customer service representatives that its ****************** that is responsible for the damage, they insist that I provide a receipt for the purchase of the card. As it is a gift to us, we dont have this piece of information. There is a lot of information on the card to identify it and in fact an agent has told me that they placed a block on the card so no one else can claim it.However unless I provide the information which I dont have, they want to keep the $50 for themselves. This is really ridiculous on amazon.com to create a single point of failure which will make customers lose money. I had also requested to discuss this with a senior manager at amazon.com customer service and they had failed to connect me with one. At this point I have decided to seek help from BBB to make amazon.com realize how horrible their policies in this kind of situations. They have the money already with them but they dont want to give to me what is due to me based on a technicality.
Business Response
Date: 10/15/2022
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 am sorry to hear that the issue was not resolved when you reached our **************** Teams for redeeming your Gift Card and regret the inconvenience. I have added the gift card balance to your account, you can use it normally.

A refund, if it had been issued on the gift card, would go to the original purchaser and you may or may not be able to get access.

The screenshots you shared were very useful, and helped me get the job done right away.

I hope this helps resolve your concern. 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: 10/18/2022

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:10/13/2022
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 with amazon and two items were shipped together. When I opened the box only one item was in the box. I contacted amazon 5 times and was told the item is now considered "lost" and I cannot get a refund or a replacement. I was hung up on by a supervisor that would not provide his name.
Business Response
Date: 10/21/2022
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 the delivery on Order ID: ******************* and have reviewed it in detail. The response shared earlier was correct, based on the results of our investigation, we wont be able to provide a replacement/refund for this order at this time.

Amazon.com is not able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See https://www.amazon.com/gp/help/customer/display.html?nodeId=**************** for more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Locker, in the future to avoid further problems.

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:10/13/2022
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.
In March of 2022, I ordered a food dehydrator through Amazon.com. They sent me the wrong item (an air fryer). I notified them of the error, and they sent me a return label to return the wrong item, and they also sent me the correct item. A few days after receiving the return label, I shipped the return via **** A week later, I used the *** tracking number to verify that the return was received by Amazon, and it was marked delivered. I heard nothing more from Amazon about the return. Several months later, because I had such a terrible experience with Amazon that time and other times in the past, I decided to close my account permanently. Then, this morning (October, 2022, more than 6 months after the transaction!) I saw a charge on my debit card for the cost of the air fryer. I have not made any other purchases via Amazon since that original transaction. I do not closely monitor the email related to that account, but I looked back and found an email from several weeks ago stating that Amazon did not receive the item and would be charging my card. Of course, I did return the item, and I contacted *** to obtain proof of delivery (see attachment). I then called Amazon customer service, and after spending an hour on the phone speaking with multiple people, they refused to refund me because I no longer have an active account. However, if they were able to charge my debit card, they should be able to refund me, regardless of the status of my account being open or not.
Business Response
Date: 10/15/2022
Hello ******,

I'm Raman 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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided as the account was closed. For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

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

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

Regards,
Raman R.
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/18/2022
This is the order number #***-6131684-0709828.
For email address, you said to both provide my email address and also to not provide personally identifiable information. So I will not provide email unless I receive confirmation that it will not be posted with the complaint.
Business Response
Date: 10/22/2022
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.

Thank you for providing us with the order number you have referred to, this helped in researching the issue in detail. We will not be able to issue any refunds on this issue, as the account is closed.

Once an account is closed, we would not be able to offer any actions or response on it. I share a link to the help pages for more info.
https://www.amazon.com/gp/help/customer/display.html?ref_=***************&nodeId=GBDB29JHRPFBDVYV&qid=1666465263704&sr=1-2

While we understand your concern, we would not have any insights into why the charge processed at a certain point in time.

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
Customer Answer
Date: 10/25/2022

Complaint: 18210200

I am rejecting this response because:
Amazon fraudulently charged me *SIX MONTHS* after an item was successfully returned. Now they are claiming they have never heard of me and have no record of me being a customer? So how were they able to charge my debit card? Charging someone's debit card without justification is theft. I will be filing a chargeback dispute with my credit union.

Sincerely,

***************************
Initial Complaint
Date:10/13/2022
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 bought a chair in November of 2021. The springs are falling out and the whole chair is falling apart. I have spoken with Amazon and they just said they would reach the seller and all they did was ask me for photos. I don&#**;t understand why they don&#**;t send someone to look at it. They said they would tell me how to fix the chair. My husband are seniors and we both get shots in our backs. I have called Amazon repeatedly and get absolutely nowhere. I have been trying to get this taken care of since March.
Customer Answer
Date: 10/26/2022
Order number 111-1179740/6993063
Business Response
Date: 10/28/2022
Hello,

I am Mahendra 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 with the order ID: *******************. Upon researching on the order, I see that the seller is ready to help you with this issue.

The seller requested the photos, so that they can check the condition and take further steps.

However, the seller provided the alternative that if you don't want to provide any proof and just want to return the item to get refund. The seller provided the return information through email which was received by you on 10/8/22 1:00:03 AM PDT.

I request to you reply the seller with the proof or you can use the return address to return the item to get the refund.

You'll receive the refund once the item returned to our fulfillment center.

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,

Mahendra
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/13/2022
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.
The company appears to be engaging in false advertising. I submitted numerous orders on Amazon prime day for items that were discounted. Today numerous items were cancelled, without my permission . As the items are still for sale at the now higher price, it doesn't appear to be an inventory issue. I would like all of the items that I ordered fulfilled at the cost that I ordered them for on prime day including:Cancelled Nutricost Creatine Monohydrate Micronized Powder (1 KG) - Pure Creatine Monohydrate $43.96 Cancelled Who's Most Likely to... Kinda Clean Family Edition [A Party Game]$13.24 Cancelled Amazon Essentials Men's Fleece Jogger Pant, Charcoal, Medium $13.90 Amazon Essentials Men's Fleece Jogger Pant, Black, Medium $13.90 Nutricost Creatine Monohydrate Micronized Powder 500G, ****mg Per Serv (5g) - Micronized Creatine Monohydrate, 100 Servings $22.36
Business Response
Date: 10/15/2022
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 your orders being returned and have reviewed the orders placed on your account in detail. I am afraid, the orders were fully refunded and we will not be able to deliver the items.

There were multiple orders placed from your account at that time. A Stop and Return request was received on the shipments, which were in transit and this caused them to be returned. As the Stop and Return is triggered by cancelling any of the orders on the shipment, this can affect multiple orders.

You could place the orders all over if this is convenient.

We appreciate your feedback and have forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

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: 10/19/2022

Complaint: 18209358

I am rejecting this response because:
Amazon did not resolve my issue. They suggest that I could re-order everything; yet this would be at the higher cost. I want the orders filled at the prices that they were when I placed my original orders which, again, were cancelled by Amazon for no apparent reason.

Sincerely,

*******************************
Business Response
Date: 10/27/2022
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 and have reviewed your appeal again. The initial response was correct, as advised we will not be able to offer a price match or redeliver at this time as a refund was automatically issued.

The "stop and return" requested on the shipment caused the return and issue of the refunds, there was no technical error at Amazon's end.

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
Customer Answer
Date: 10/28/2022

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:10/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 9th I purchased ******* Ripjaws V ****** 32GB desktop computer memory from Amazon for a build. I found out later that one of the DIMMs was defective and submitted for a refund, as I had already ordered a replacement. I sent the memory back via *** on or around September 13th and they received it. I have documents proving that they have received the **** The have not refunded me and cannot give me a reason as to why. They owe me $106 and some change, and they owe me an apology for this extreme inconvenience. I feel like the time I've wasted with them on this issue warrants more than just $106. They told me there is nothing they can do and to call them back... Again... Tomorrow.
Business Response
Date: 10/15/2022
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 on the return processing of the order and have reviewed the order in detail.

The refund has already been issued on Order ID: ******************* on Friday, October 14, 2022. You should see the refund on your card in 3-5 days of issue.

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
Initial Complaint
Date:10/13/2022
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.
In December of 2021 I bought security cameras from Camera Outlet on Amazon. They were defective so I asked for a return label to return them. For a couple of months I got "no refunds" responses and calling customer service was useless. I disputed the $430.72 on my Discover Card and the charge was removed. However, Amazon shut down my account as fraud activity. I couldn't get into my account or watch TV being a Prime Member. I was told by Amazon, I had to remove the dispute from my Discover and use their A-Z program. I returned the cameras at my expense and I had already done that with them claiming I got my refund. A designated person from Discover did the research and it it clearly showed the charges for the cameras being bought, the dispute removed and then recharged. I sent 2 letters to the *** of Amazon *************************** with all my Discover Card statements from December 2021 to April, 2022 clearly indicating Amazon did not refund Discover after the cameras were returned. No one has reached out to me as of October 13, 2022. Bottom line is Camera Outlet has their merchandise back and Amazon has my $430.72. This is extremely frustrating. All original supporting letters and documents have been sent to the *** of Amazon, ******************. The order number is # ***-4435105-3777815.
Business Response
Date: 10/29/2022
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email.We have requested a refund for ****** USD to your bank account as authorized by the seller. This refund should be posted in the next 2 business days. Please contact your card issuer for support in locating this refund.

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

*****
Customer Answer
Date: 10/29/2022

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:10/13/2022
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.
On 9/14/2022 I placed an order with Amazon. Order Number 111-6724560-719947. The order was charged on **** ending in ****. At this moment I do not have a **** card ending in ****. I returned one item speakers (see below) and Amazon states that the refund went back to card ****. I looked at my Chase statements and I do not see the refund. ***** does not have a record of the refund.I asked Amazon to give me the full number of the credit card so i can see what is going on and they refused. They will not issue me a refund indicating it was put on the **** which I do not have.Now I am asking for a refund on the speakers. If I owe on the rest of the order because the card is not mine I understand.
Business Response
Date: 10/15/2022
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 am sorry to hear of the concern you have shared with your order payment and refund method and have reviewed the Order ID: 111-6724560-7199447 in detail. We have already issued the refund on Saturday, October 1, 2022 and will not be able to issue it all over.

The refund method was the exact same card that was charged for the order. I suggest you review the payment methods on your account for more information. The card referred to was added on Wednesday, September 14, 2022 to your account so you might want to look into this matter.

For security reasons, we will not be able to share account information and/or numbers for security reasons. We request you to log in to your account to view this information.

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: 10/18/2022

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:10/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has been a wonderful company and excellent customer service up until this issue that even they intend to resolve but has been nothing but time consuming and stressful. The badly dysfunctional quality of a mattress pad was not the argument nor was my unable to return after conversing with the reps. I badly wanted to rerun actually but single and small and had no box to compress the faulty mat pad back into due to bulk. *** is down street but required a box yet no such box available there. I have a two seater car and kohls didnt require a box but is too far from me I could Uber of down the street but *** down street needed box. However, they were very understanding and attempted a refund. Refund did not go through because I had a dispute open with my Amazon card(synchrony bank). Once I found. Out Amazon was refunding I canceled dispute. So refund could be reprocessed by chargeback team. I got an email same day saying they told bank to close in my favor. It was too late. I had already canceled my dispute so that didnt work either. I hate to open another dispute knowing. Amazon chargeback team could prove I closed dispute in no ones favor and simply do refund again. I called bank many times to be sure and recorded conversations. Bank said Amazon has to process again as dispute is for fact canceled I called and emailed Amazon many times since close to ***** and called and explained as many times as possible i lost sleep and got up early to try again last reps ***** gave run around and threw me back to call bank and disconnected call hung up on me. Last 4 of order # is ****. *** yo-yo mat. There are only two solutions as calling Amazon and bank back and forth is becoming impossible 1) charge back te re issued refund after seeing I closed dispute and in no ones favor. 2) Amazon recommends I open another dispute so they can say close in my favor. The 2 option seems unnecessary but what else am I suppose to do.
Business Response
Date: 10/31/2022
Hello,
We are following up with the relevant teams in order to address your complaint. Please allow us up to 5 days to respond back with an update.
Sincerely,
********
Amazon.com

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