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

58,586 total complaints in the last 3 years.
22,047 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:10/07/2022
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.
amazon illegally keeping funds from ORDER # ***-8110862-0417811 $192.10
Business Response
Date: 10/10/2022
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.

Please accept my sincere apologies for the inconvenience caused by this situation. Upon checking the order #***-8110862-0417811, I see that we've authorized $192.10 on Friday, September 30, 2022 but $147.12 has been revered back to your account on Saturday, October 1, 2022 as few items were cancelled.

You'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

*******************************
Amazon.com
http://www.amazon.co
Initial Complaint
Date:10/07/2022
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 Jun 25th, 2022, I ordered a baby monitor (Order# ***-6752266-9110609). The email I used to purchase is ********************* Then I returned it and till now I didn't get the refund back to my account. I've contacted customer service multiple times. They either told me there's a technical issues the refund stuck or they re-issue the refund for me. However none of them really work. They even sent me email to show me that they re-issue (attached) but I never get the money back. It's $185.05 and l feel like no one really look into this problem for me! Now their web shows the refund's completed and I feel like I can't get my money back! Please help! I also attached my payment activities of the *** card i used to purchase. There's no money coming back! Thank you!
Business Response
Date: 10/10/2022
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.

Please accept my sincere apologies for the inconvenience caused by this situation. Upon checking the order details, I see that the previous refund was cancelled due to an error. So I've issued a full refund of $185.08 to your original payment method. In most cases, once requested, the issuing bank posts the refund to your account within 3-5 business days.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

*******************************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/17/2022
Complaint ID ********

Dear Officer,

I have not received the refund again, although they said they reissued the refund last week. This is happening again. Could u please help? Ive contacted them for follow up but no ones responding.

Thank you!

Jiahui

Business Response
Date: 01/12/2023
Hello,

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

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

I'm sorry for the inconvenience caused to you with your Amazon order #***-6752266-9110609. To help you with this, we've issued a refund of $185.08 to your original payment method on Tuesday, January 10, 2023.

You can contact your benefits administrator for more information, including the current balance of your health benefits account. Their contact number and website is typically found on the back of your benefit card.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

*******************************
Amazon.com
***********************************
Initial Complaint
Date:10/07/2022
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.
amazon is stealing my money of ****** ORDER # ***-8110862-0417811 made on sep 30th 2022 canceled on oct 1 2022 amazon is refusing to return my money claiming my purchase is a hold but my bank direct express card is showing as a posted transaction so amazon has my money and is not refunding. im hoping this is not a scam of amazon represintives where they are keeping funds from canceled charges and deleting the origanal charge removing the charge from the account however the charges still show from my bank as amazon.com/billing not amazon marketplace is this a scam.
Business Response
Date: 10/10/2022
Hello *******************************,

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

I've reviewed the complaint and understand your concern about the Order ID: *******************.

I've checked and see that the order tracking shows delivered at the provided address.

I'm sorry, we'll not be able to take any action on it from our end.

However, I see that the appropriate team has asked for a police report on the missing order, please file a report and send a scan a copy of it to the team for further investigation.

If there was any other alternative, we would have surely helped you further.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/07/2022
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.
No reason or pre-notification that my Amazon account was closed by Amazon.com on 2022/10/7.I still have almost $200 amazon balance in my account. I call them (no one knows the reason) and write an email to them(No one responds). My amazon account: ******************* phone number: ********** Please help me, I don't understand why Amazon.com can close my account without any reason.
Business Response
Date: 10/21/2022
Hello,
We require more information in order to complete our review. Please allow approximately 3-5 business days for us to follow up with the relevant team.
Thank you for your patience.
Sincerely,
********
Amazon.com
=========
Customer Answer
Date: 10/21/2022

Complaint: 18182015
I am rejecting this response because:

I received the same bureaucratic response email(an email telling me the same message to wait for 3-5 days, and will give me the answer), and I've been waiting for the response for almost one monthstill, no response or reply.

Please let me know what kind of info I need to provide and which email you would like me to send it to, and also let me know what reason to close my account. and release my account ASAP.

Thank you

Business Response
Date: 10/26/2022
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.
We notified the customer of this decision by email on 2022-10-25.

Sincerely,
Mark
Amazon.com
Customer Answer
Date: 10/26/2022

Complaint: 18182015

I am rejecting this response because:

Still don't know what is the reason you close my account. If amazon can legally close a user account and don't need to provide any reason, but that doesn't mean you can steal my amazon balance. I have all amazon balance gift card cash receipts and can prove these gift cards are legal.

If you still want to close my account, at least you should return the balance of money to my bank account.

Thank you

Business Response
Date: 11/09/2022
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.
Business Response
Date: 11/15/2022
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.
We notified the customer of this decision by email on 10/7.
Sincerely,
*********
Amazon.com
Business Response
Date: 11/16/2022
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
********
Amazon.com
=====
Business Response
Date: 11/22/2022
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com

Business Response
Date: 11/22/2022
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
Business Response
Date: 12/13/2022
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.

We notified the customer of this decision by email on 10/7/2022.

Sincerely,

Amazon.com
Business Response
Date: 01/15/2023
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.
Sincerely,
Amazon.com
Initial Complaint
Date:10/07/2022
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.
Purchased Amazon Firestick 4K, purchased with my bank card and delivered August 28th. Spent 3 + weeks with Amazon techs trying to get item to work with television, to no avail. Unbeknownst to me, a tech or CSA sent an additional remote (no packaging or components, just remote) that didn't work either. There was ZERO discussion about charging me for this item, which they are now calling a replacement. I called CSA and was told I had until Oct. 1st to return, so downloaded label and went to *** on 9/30. I could no longer access label and was told by Amazon. "sorry, you're too late". Two days of calls and conversations with them, terrible service, rude and condescending. Yesterday, 10/6, I received an email confirming a CHARGE of another $53.68 to my bankcard, so I have in fact paid $107.36 for a product that does not work. CSA told me, rudely, that I have been charged for the REPLACEMENT remote, even though I did not request it, was not told I would be charged and it arrived without original packaging or cables. I did not receive another remote until mid September, so I would have until MID OCTOBER to return it (if I knew it was a replacement and would be billed). "There is nothing I can do, I am going to disconnect now". This is so unacceptable... as a Prime member, I spend lots of money with Amazon and am so, so disappointed and angered by this treatment. I am on a fixed income and do not have $107.36 to spare with nothing to show for it. At the very least, I would like a $53.68 credit to my original form of payment for the replacement remote which I never requested. Amazon needs to accept some responsibility here... yes, it is a behemoth, but unnecessary to treat loyal customers (who contribute to the bottom line) this way. I might recommend some additional CSA training, as not every customer is out to scam ********************** prior to their "surprise" Prime Day.
Business Response
Date: 10/19/2022
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 your concern and have reviewed the order in detail. The response was correct, we will not be able to issue a retrocharge on the non-returned item at this time.

We had sent *********** on Thursday, August 25, 2022 at 1:16 PM (PDT) titled "Your return of ******* Stick 4K streaming..." with a free prepaid return label. We did state on the email, "If you dont send the item by this date, we'll charge your original payment method.".

I would refer you to your emails, you would be able to see the email on your account under the Message Center.

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:10/07/2022
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.
The "supervisor" in the attached screenshot disconnected me without even acknowledging the fact that u was promised a refund, and misinformed, after being sent the wrong product. And now I'm being refused a refund, when they know I was sent the wrong product. That is stealing. I want my money. And I want this supervisor reprimanded for intentionally refusing to help me, or even listen to what u had to say, after they know this company stole from me.
Business Response
Date: 10/10/2022
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.

Please accept my sincere apologies for the inconvenience caused by this situation. Upon checking, the e-mail address you have provided to us with isn't associated with an account/doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

https://www.amazon.com/gp/help/customer/contact-us

Once we have the details from registered email, we can look into it and help you further.

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

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

*******************************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/10/2022

My Amazon email address is ********************* I've CCd that email and can verify anything. It's not my primary email, which is why I didn't use it to lodge this complaint. But it's been my Amazon email for over 10 years.

Complaint: 18182371

I am rejecting this response because:

Sincerely,

********************-din
Business Response
Date: 10/11/2022
Hello,
"We are unable to credit the customer's account for this transaction. This is because the seller provided the customer a shipping label and return instructions in response to the return request 10/9/2022. An email was sent to them informing them of this decision on 10/11/2022.
Sincerely,
Amazon.com Seller Performance
Customer Answer
Date: 10/15/2022

As

Complaint: 18182371

I am rejecting this response because:

As previously stated, the seller sent me a *** label. *** charges $5 to print labels. Is Amazon really expecting that customers lose money because the seller sent the wrong item? I just received a check not that long ago, because of a class action lawsuit against Amazon, because of illegal activity. And it is illegal to allow a seller to steal from me. And this seller is stealing from me. Either way, I you are not making it possible to give me back 100% of my money. I will not pay to send back the wrong item. I will not lose money on this. That is why the amazon representative promised me a refund. Because this is wrong. The description says 16 inches. Look at this pic where I'm measuring what I received (attached). This is crazy. I don't see how everyone involved expects me to sit back and have my money stolen. They could at least offer to refund an additional $5 or send me a check. They're doing nothing. I already spent and extra $10 to have it shipped. Amazon cannot just tell a customer they are going to refund them (rightfully I dosnt receive my product) and then turn around and say you're not going to. I've attached the screenshot of the conversation with the Amazon rep who assured me they sent the refund request and I'd get an email confirmation that Monday

Sincerely,

************************
Initial Complaint
Date:10/07/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I discovered someone was charging my debit card to pay for Amazon Prime. I filed disputes with my bank and the sheriff's department. But both of police and the bank said I must contact Amazon. So I contacted Amazon seven times. **************** could not look up my account because I don't have an account. The representative asked for a charge code (an alphanumeric code on my bank statement) to look up the charge or my debit card. The first representative hung up because I didn't have the code. The second one suggested calling back after getting the code from the bank. No one would describe the charge code other than it was numbers and letters, but every code I offered was wrong. The third and fourth representatives said they could not look up the charge or the Prime account. Representatives two, three, and four accuse my daughter of stealing my account information even though the debit card doesn't appear on her Prime account. The fifth representative was new and didn't know what I was talking about. The sixth representative finally gave the call to someone who claimed to be a manager. She said there was no department to handle fraud, unauthorized charges or legal issues. She swore there was no way to look up the unauthorized charges without an account number, even though multiple representatives said the charge authorization would work. The manager placed me on hold multiple times. After an hour of not offering alternatives and no one else to speak to, the manager hung up. I still have several charges on my debit card including a purchase, and Amazon offers no way to resolve the issue.
Business Response
Date: 10/10/2022
Hello *************************,

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

I've reviewed the complaint and understand your concern regarding the unauthorized charges on your card.

I apologize for the inconvenience that you've experienced in this case.

I would like to inform you that we'll not be able to take any action on the unauthorized charges from our end.

However, the only option will be a charge dispute with the bank. Please contact the bank once again and they'll assist you further with the dispute.

If there was any other alternative, we would have surely helped you further.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/07/2022
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.
Transaction occured on the 27th. My baby registry discount wasnt working and so i instant messaged customer service i was told not by one but 2 employees that they are sorry my discount didn't work and i can now have 50% off my purchase. I double checked and they said yes make the purchase and we will refund 50%. Now that i made it and got my items they are refusing to refund the amount promised. I have a screen shot of the first message but not the other and i also called. They said every thing is recorded. I just want what was promised. I spent a lot of money and its for my baby and so we dont have lots of money. So im so very deeply hurt and now we got these items we already opened them for my child and they are saying if i want a refund only refund they will give me is if i return all the items. I feel scammed by this huge company. Please help.
Business Response
Date: 10/11/2022
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'm sorry for the inconvenience caused to you while redeeming 15% Baby Registry Completion Discount. Please accept our sincere apologies on behalf of our associates who promised a 50% discount on the orders, we will coach them accordingly. To make up for this, I've issued a refund of $300 to your original payment method which is equal to the maximum discount amount you receive for Completion Discount. The refund will reflect in your account within 3-5 business days.

To know more about Baby Registry Completion Discount, please click this link: https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

*******************************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/11/2022

Complaint: 18182235

I am rejecting this response because: they are lying in their response. They said 300 but ive only recieved 150 dollars. I sent the refund that was put to my account. There is no other refund. So once again they are lying about my discount. This is unexceptable. This will be the 3rd lie the company has told. Of you need more screen shots i can send more.

Sincerely,

***************
Business Response
Date: 10/16/2022
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.

Please accept my sincere apologies for the inconvenience caused by this situation. As informed earlier, we've issued a refund of $300 to your original payment method which is equal to the maximum discount amount you receive for Completion Discount.

I would request you to check the refund confirmation emails received on Tuesday, October 11, 2022 at 6:03 AM (PDT) and Tuesday, October 11, 2022 at 7:28 AM (PDT). The refunds should appear on your account in 3-5 business days.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

*******************************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/18/2022
My complant had *** resolved they ended ip sending the 300 but they split it in 150 increments. I dont know how to xlick complaint resolved because i already sent a rejected message because we had only got 150 but just today we got second part. thank you. Complaint id ********
Initial Complaint
Date:10/07/2022
Type:Order 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!AMAZON LINKED MY SELLING ACCOUNT TO ANOTHER ACCOUNT. I KNOW OTHER ACCOUNT. IT'S N ACCOUNT OF MY FORMER EMPLOYEE. THEY ALREADY USED TO LINK OUR ACCOUNTS IN 2021, I SHOWED THEM THE EMPLOYMENT CONTRACT AND THEY REINSTATED MY ACCOUNT. SO, THEY LINKED THE ACCOUNTS ONCE AGAIN. BUT THE ISSUE IS THAT MY FORMER EMPLOYEE (*******************) NO LONGER OWNS HIS PREVIOUS AMAZON ACCOUNT. NEW OWNER OWNS IT. ******************* WAS UNABLE TO CONTACT NEW OWNER ANYWAYS!PLEASE SEE ALL THE EVIDENCE ATTACHED!THANK YOU!
Business Response
Date: 10/10/2022
We have decided to reinstate this account and an email was sent to them informing them of this decision on 10/10/2022.
Thanks,
Amazon.com
Seller Performance
Initial Complaint
Date:10/07/2022
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'm a Prime member of Amazon and we ordered an Apple iphone 11 pro on July 24, 2022 for $839.37 with tax. Order # ***-8064295-7643454. On August 26, 2022, we requested a return because the phone suddenly died. Yesterday, October 6, I received an email from Amazon saying that they cannot issue my refund because I sent the wrong item. I called customer service and they said it has a different serial number and I need to contact the account specialist because it is already in their hands. I emailed back the account specialist stating that I returned what I got from Amazon. They emailed me back that I sent the wrong item. I appealed it but again they emailed me that they cannot issue a refund until I send the correct item and they said the case is closed and will no longer answer to my emails. This is so frustrating. The mistake isobviously not on my side. I only returned what we received from them. What phone do they want me to return. This is the only phone that we bought. They could have sent me a wrong phone or wrote a different serial number on my order. Or they could have accidentally switched it with another phone when they got my return. It is so frustrating that they will just say that it is the wrong item and my $839.37 is gone. They need to check the serial number of what they are saying I returned if they sold it to somebody. Then maybe that person got my phone.I want my money refunded. It is obviously their fault. We are honest people.
Business Response
Date: 10/11/2022
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.

This is regarding your Amazon order #***-8064295-7643454. Please accept my sincere apologies for the inconvenience caused by this situation. As per our team's update, the item we've received won't turn on so we are unable to identify the serial number.

I found that you have received an email about this on October 7, 2022 with the subject line "Your Amazon.com inquiry" advising you of the issue with your return, and that you've already responded to that email.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

*******************************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/11/2022

Complaint: 18181578

I am rejecting this response because:
First of all, that's why we returned it because the phone died and cannot be turned on. Secondly, customer service told us that the phone that Amazon received have a different serial # that's why they are saying that this phone is not the correct item. Now Amazon is saying that they cannot identify the serial # because it won't turn on. So, ********************** is just assuming that this is not the correct item. This is ridiculous.
Please refund our money because we are telling the truth.

Sincerely,

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

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