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

58,658 total complaints in the last 3 years.
22,045 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:09/15/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have $9.03 in Amazon No Rush/Amazon Day Reward Balance on my account but when I try to use the credits on several different kindle books, it is not available to be used. Per their website and email I received involving these credits, they can be used on kindle book purchases. I contacted customer service by chat and the first rep said that she couldn't help me and transferred me to a manager, well the manager said that he couldn't help me and disconnected the chat without my permission. I tried to call and talk to a live person and I kept getting people that were in another county and was told I could NOT speak to someone in the ** and that they couldn't help me, basically I just had to deal with not using my credits and this not being fixed for future use. I am beyond frustrated. I want this fixed so that I can use these credits on Amazon going forward, as I have in the past several times, and I want to speak to someone in the US about getting this resolved.
Business Response
Date: 10/02/2022
Hello ********,

I am Aqeeb 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.

Thanks for bringing this to our attention. After reviewing, No-Rush rewards apply only to the type of items indicated in the offer at checkout. Depending on the offer, you can use your rewards to shop for select digital products, including instant video downloads, Kindle, eBooks, Digital Music, and Amazon Appstore apps. Rewards are automatically applied at checkout.

Rewards will be available after your No-Rush order ships. We will send you an email with the details of your promotional rewards when your order ships. The next time you shop, refer to this email for instructions on how to redeem.

In order to look into this, I'd appreciate if you could please attempt to purchase a Kindle book sent to your email on Wednesday, September 21, 2022 at 6:30 AM (PDT) and confirm the order to see if the No-Rush credit is applied. If you get charged, we can provide you with a refund intermediately, and will continue investigating your concern.

Please review below link for more information
https://www.amazon.com/b?ie=UTF8&node=9433645011

We hope to see you soon.

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

Regards,
*****
Customer Answer
Date: 10/04/2022

Complaint: 18032052

I am rejecting this response because: I tried to purchase the kindle book from my email per their instructions and it is still not applying the full No Rush Credits that I have to the purchase. I have $4 and it is only applying $2 which makes no sense. I still can't use my credit for kindle books as they advertise.

Sincerely,

*************************
Business Response
Date: 10/16/2022
Hello ********,

I am Aqeeb 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.

Thanks for bringing this to our attention. After checking, No-Rush rewards apply only to the type of items indicated in the offer at checkout. Depending on the offer, you can use your rewards to shop for select digital products, including instant video downloads, Kindle, eBooks, Digital Music, and Amazon Appstore apps. Rewards are automatically applied at checkout.

We will surface only one type of offer per order at checkout, either a reward or an instant discount. This includes, only one reward offer per order and not the total reward balance you currently have.

Please see the terms here: https://www.amazon.com/b?ie=UTF8&node=9433645011&ref=us_nr_db

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

Regards,
*****
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/18/2022

Complaint: 18032052

I am rejecting this response because: Your response/email does not address any of my concerns that I have been sending in regarding this compliant. AS I PREVIOUSLY stated, I have tried to use the no rush rewards credits several times on over 300+ kindle books now and none of them show the no rush rewards as an option to pay, per the no rush rewards email sent and what you have posted on your website regarding these reward credits. For some reason, you all have blocked my account from allowing any of these credits to be used on any kindle books and I WANT IT FIXED!!!!!! I used to be able to use them all the time and this was never an issue until recently so this doesn't make sense. Both your emails and website advertise that they can be used on Kindle books. Please tell me how not 1 book out of the 300+ that I have tried, still doesn't accept these credits? Also, please send me a full list of ALL of the kindle books that allows the No Rush rewards credits to be used on, so that I can try these credits on them in my account.
Please STOP giving me the "run around answer" and not helping me. I want help on this matter and I want it fixed! I want a manager/supervisor to contact me to get this resolved as you, *****, are not resolving or fixing the reason for this complaint.

Sincerely,

*************************
Business Response
Date: 11/10/2022
Hello ********,

I am Aqeeb 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.

After reviewing again and contacting our Digital team internally and escalating it further, we could come to know the issue is adding up multiple promotions to redeem at checkout page.

Furthermore, our team has worked on it to check if the promotional credits are adding up now and able to fix this issue. We request you to please try redeeming credits, it should work as per recent update.

Thank you for your cooperation. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/15/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had purchased a ******* watch and the technical support for it, I contact amazon to request help, and they offered me either a replacement or money back, I choose the money back, and I got a writing confirmation about it staying that I would receive the amount in between 2 to 4 hours, (I'm glad to inform you that I successfully processed the refund for you $249.99 for going back to your gift card). Right after I finished the chat I received an email that they can not process the request. What kind of customer service is this?
Business Response
Date: 09/17/2022
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 watch and I'm sorry for the inconvenience caused.

Upon research, 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 look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/15/2022
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.
On January 26 2022, I purchased the entire season of Resident Alien season 2 for $38.99. This was the ENTIRE season. We're currently on episode 14 and I'm told I have to pay an additional $1.99 for that episode and most likely for subsequent episodes in order to watch it. Resident Alien season 2 is also ONLY $19.99 for the entire season including episode 14 and the remaining 2 episodes that will be aired. It is incredibly unfair that I paid $38.99 and have to continue to "purchase" episodes when the price for the season is $19.99 and includes all the episodes. I've talked to Amazon customer service person ******* on 9/15/2022 at 3pm est who assures me that Amazon can't do anything to rectify this atrocity.I would like Amazon to allow me to have access to episodes 14, 15, and 16 (which are the last three episodes in the season), or refund me my purchase because I was lied to. I did not receive the entire season as I was promised. The right thing to do would be to give me amazon credit for the difference between $38.99 and $19.99 and also let me watch the remaining episodes. That would be the right thing Amazon should do.Thank you.
Business Response
Date: 09/27/2022
Hello Xao,
.
I'm Abhishek 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.

We're sorry to know about the issue you've had with your recent purchase of "Resident Alien season 2'.

Our team has issued a refund of $38.99 back to the giftcard that was used to purchase the season. The refund was issued on September 17th.

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

Regards,

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/03/2022

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:09/15/2022
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.
on 9/5 I opened a new amazon account and tried to make my first purchase with a virtual mastercard giftcard. The purchase I attempted exceeded the amount of the mastercard gift card and I wrongfully assumed that amazon would split the payment with my regular CC that was on file in my profile. The purchase failed so subsequently I attempted to purchase an amazon gift card for the exact amount available on my mastercard giftcard. mastercard denied that transaction, I am assuming that mastercard does not allow purchase of gift cards with their gift card. This is where the problem started. Apparently after mastercard denied the transaction amazon put my account on temporary hold and requested proof that the mastercard giftcard was actually mine. Ok, I uploaded screen shots of the email that confirmed by ownership of the virtual gift card for review. Within 30 min I received an email from amazon that my account was permanently locked because a checking account payment was denied. I never used a checking account, and 30 min was not enough time for an amazon account specialist to review my documents. This is all automated, and at this point I don't have access to my account. For 2 weeks I sent amazon multiple emails with no response. I even called them 3 times, and twice I asked them to close my account, they told me they will close it, but each time they put my account back on temporary hold asking for my proof of mastercard giftcard ownership over and over. I am stuck in a loop with amazon and I can neither use nor close my account. This is ridiculous, it appears that amazon couldn't care less about customer service. I want my account closed and all my personal info deleted.
Business Response
Date: 09/20/2022
Hello,
We have reinstated this customers buyer account.
We sent an email to the customers registered email address on 9/20/22 confirming account reinstatement.
Sincerely,
****
Amazon.com
Customer Answer
Date: 09/20/2022

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. But I find it extremely disturbing that this could not have been resolved by a simple customer service call and required a ******************** complaint to resolve.

Sincerely,

***********************
Initial Complaint
Date:09/15/2022
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.
I purchased 8 rocking chairs from Amazon.com in the amount of $1,676.40 on August 18, 2022. The $1,676.40 was paid using $1,555.42 charged to my Citi credit ************** worth of Citi ThankYou points. I only received 7 rocking chairs. I was given no help in attempting to acquire the 8th rocking chair after several attempts on my own and I never received it. The rocking chairs required assembly, which isn't an issue as I am a semi-retired mechanical engineer. The chairs could not be assembled properly because the s**** holes in the mating parts were not properly drilled. After a great deal of effort, contacting Amazon and the manufacturer since delivery to my home on August 24, 2022, I was *****ed the ability to return the chairs on September 1, 2022, where the manufacturer scheduled the pickup for September 7, 2022. The 7 rocking chairs that I received were shipped back to the manufacturer on September 7, 2022. ***** records show that the 7 rocking chairs were delivered on September 9, 2022, at the manufacturer's facility. I was issued a partial refund on September 4, 2022, in the amount of $220.66 from Amazon. On September 10, 2022, I was issued another partial refund in the amount of $1,257.30 from Amazon. The total that I have been reimbursed as of September 15, 2022, is $1,477.96. The difference between what I paid and what I have been reimbursed is $198.44 which is still owed to me. Having no recourse to recoup my money, I disputed the original credit card charge; intending to drop the dispute when I am paid in full. As a result, today, without warning, Amazon closed my account with them, not allowing me access to hundreds of books that I have purchased through Audible and any of their other services for which I have subscriptions. They have informed me that I must ***** them permission to charge $1,555.42 to the other credit card on file. Having no recourse, I had to agree and *****ed them permission. I'm now seeking your help to end this nightmare.
Business Response
Date: 09/21/2022
Hello,

We have denied the buyers request for a refund as the dispute on this account has been settled. Buyer raised chargeback dispute on this order 112-5889840-6541816 for USD ******** on September 13, 2022, though refunds were already issued for the returned items:

Refund of USD 220.66 was issued on September 04, 2022 (CC refund)
Refund of USD ******** was issued on September 08, 2022 (CC refund)
Refund of USD ***** was issued on September 14, 2022 (CC refund)
Refund of USD ****** was issued on September 14, 2022 (CC reward points refund)

Buyer was requested to authorize re-charge on the disputed order to avoid double refund. Buyer authorized this request and a charge for USD ******** was charged to customer's card on September 19, 2022.

Buyer cannot avail anymore refund on this order. Kindly request buyer to reach out to their card issuer for more information in regards to this reimbursement.

Buyer's amazon account has been reinstated, buyer can login and place orders as usual.

Sincerely,
*****
Amazon.com
Customer Answer
Date: 09/21/2022

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.
Thank you for holding Amazon accountable for their horrible behavior to me. I so appreciate how the Better Business Bureau gives people hope when none existed. You have come through for me once again. Thank you so very much.

Sincerely,

*****************************
Initial Complaint
Date:09/15/2022
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 # ***-1183259-9377003 was placed online on 8/25/2022. Order total was $283.74.Amazon indicated that the order was delivered to my Mail room on 8/27/. The order consisted of 10 items. 2 out of the 10 items were received. The complex has a Amazon hub. I received a text message and email that provided the scan number to get the only two items that I received. I contacted Amazon and they indicated that all items were received and I stole my own items.;I was told to get a police report and the **************** reps hung the phone up.I received an email from a ******** Amazon requesting additional information which I provided. I filed a police report with The ********* **************** The report number SO202208897.To date I have not heard anything. BBB indicated the case was closed . I never received closure or a response Ive attached photos of the delivery notice from Amazon as well as the notification from the Amazon hub indicating that 2 items were delivered and they alone were placed in the hub.
Business Response
Date: 09/22/2022
Hello April,
.
I'm Abhishek 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.

We're sorry to know about the issue with the order # ***-1183259-9377003.

You'll need to connect with our specialist team to verify the police report you've mentioned. Please contact our customer service and they'll connect you to our specialist team.

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

Abhishek
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/15/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a tablet from Amazon.com and it was delivered to the wrong house. I gave them my correct address and they still delivered it to the wrong house. The picture they took of the delivery is not my house. And I express it to them and they still say they can't do anything about it. I am a single father who doesn't have money to just waste. And I had to buy another device just so my son won't miss school.
Business Response
Date: 09/17/2022
Hello *****************,
.
I'm Abhishek 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.

We understand your concerns regarding the issue with the order #***-4413014-6061044.

As informed by our specialist team, 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.

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

Abhishek
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/15/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have bought a fridge from amazon.com on 09/13/2022 order number 112-6092593-4521804 and the fridge arrived today 09/15/2022 and I signed for it but then when we opened the packaging it had a huge dent and scratches on the front part so Amazon driver was still here so I told him that I am going to reject the fridge because its damaged but I already signed for it so I called amazon to ask for a replacement to be sent to me since the fridge I received was damaged and they told me they will NOT send a replacement and I have to order another fridge and they will NOT refund me my money until 14 days after but this is a lot of money for me and I dont have the fridge since Amazon driver took it back because Amazon sold me a damaged fridge. And for me to order a new one then I have to pay another 626 dollars and just wait for my refund for 14 days and I dont have extra money to pay for 2 fridges and dont have either one and one was rejected for being damaged. Amazon needs either to send me a replacement or REFUND me my money for the damaged fridge . They cannot hold my money for 2 weeks and they already have the damaged item because the amazon driver took it back . I want my 626 dollars back now
Business Response
Date: 09/17/2022
Hello ****,
.
I'm Abhishek 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.

We understand your concerns regarding the refund for the order #***-6092593-4521804.

Up on checking, It is marked as delivered at our end. As informed by our specialist team a refund would be issued once the item is received and processed by our returns department. Unfortunately, we do not have a option to issue an advance refund.

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

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/22/2022

Complaint: 18031223

I am rejecting this response because:Amazon has NOT resolved the issue and the fridge was rejected and returned back to Amazon and they owe me 626 dollars so the response from Amazon is WRONG AND NOT CORRECT. The fridge was rejected and refused and returned back to Amazon . Amazon has the fridge and my money so they need to get their act straight and refund me my money . The information given by Amazon in their response is wrong . I do NOT have the fridge . Amazon does have it

Sincerely,

***********************
Customer Answer
Date: 09/29/2022
I have uploaded 2 pictures that shows the Frigidaire refrigerator was returned to amazon and received by Amazon . The refrigerator Frigidaire was

returned and delivered back to amazon as you can see from the the attachments that I upload

Business Response
Date: 10/24/2022
Hello,

We have granted the customers request for a refund.
We sent an email to the customer through their registered email address on 2022-10-24. This email confirms that the refund has been issued for $625.32 to the original payment method.

Sincerely,

********
Amazon.com
===========
Customer Answer
Date: 10/24/2022

Complaint: 18031223

I am rejecting this response because:I have NOT received any refund from Amazon . Its Been 40 days since I returned the fridge and Amazon has NOT refunded me the money yet . They are bunch of liars and they like to play games and steal peoples money . I want a refund from Amazon.com for ****** dollars for the returned fridge which they have back in their warehouse . This is very poor and shady business practice by Amazon and they have the worst quality service when it comes to returns since they loose returns and they retro charge me for items they already received and loose orders and shipments , its a chaos at Amazon and they are going downhill and hopefully will soon go bankrupt .very incompetent people and unprofessional and unhelpful and ignorant and untrustworthy. I want my money refunded to my card or you can give me a gift card for the whole amount but I want my money back . You have. Abuse me anger and frustration and sleepless nights and stress . I hate Amazon

Sincerely,

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

We are contacting you regarding order 112-6092593-4521804. We issued you a refund in the amount of USD ****** on 10/25.

You can view the refund details at the following link:

https://www.amazon.com/gp/css/summary/print.html/?&orderID=112-6092593-4521804

*****
Customer Answer
Date: 11/02/2022

Complaint: 18031223

I am rejecting this response because:I had to email the *** of Amazon and the executive office to get my refund. Amazon customer service needs specialist and employees did NOT do anything to resolve the issue . They practiced very poor business practice and did NOT refund me my money

Sincerely,

***********************
Customer Answer
Date: 11/07/2022
I am requesting the BBB to reopen this case because Amazon has recharged me again ****** dollars for the item that I bought on 09/15/2022 and I returned back to amazon . Amazon has already charged me 4 times for this single item since 09/15/2022 and that item was returned back to amazon on 09/15/2022 and attached is the proof that Amazon has received this item back . I was shocked that Amazon charged me again a few days ago on 11/01/2022 another ****** dollars without my consent and without my authorization for this same item that I was charged for it back on 09/14/2022 and I returned that item back to amazon . So Amazon keeps charging me for a single item that I returned back to them and they just keep charging me again and again
******** attaching the transactions on my Amazon credit card that shoe-was the charge of ****** dollars from 11/01/2022
Please reopen the complaint ******** and send this new information to amazon

***********************
**************************************************
******-******* 35226
Cell phone ************
Business Response
Date: 11/30/2022
Hello,

We have granted the customers request for a refund.
We sent an email to the customer through their registered email address on 2022-10-24. This email confirms that the refund has been issued for $625.32 to the original payment method.
You can view the refund details at the following link:
https://www.amazon.com/gp/css/summary/print.html/?&orderID=112-6092593-4521804

Sincerely,

********
Amazon.com
===========
Initial Complaint
Date:09/15/2022
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.
An order was placed on 9/08/2022 and Hilton Honor points were selected as a partial option for payment. When I provided my credit card number to pay the balance difference of $6.43, I was charge >$386. I received the package and was told I had to return it as there is not another option. The package is >50 lbs and I am unable to carry it to return. Amazon advised me to reach out to ***** for cost of pickup but they will not provide without knowing the weight. I do not think that it is legal to charge my credit card for more than the original balance that was agreed upon and now I am responsible to return. I would like a return label for pickup and payment by Amazon.
Business Response
Date: 09/16/2022
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 so sorry to hear of your concern with the charges on your Order ID: ******************* and have looked up the transactions.

I did see the charge on the order was initially declined with notes that the card was closed, but the charges processed on the replacement card correctly. It shows the charge was processed on the new card for $386.89, with the bulk of $380.46 being charged to points.

You might want to check with your bank on the status, and if the card used was the replacement card to the one on which the transaction was declined.

In case this is not the case, you may want to use the return label to return the item. We will not be able to reprocess the transaction on any other card or payment mode.

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: 09/22/2022

Complaint: 18030903

I am rejecting this response because: It was not truthful.

I was copied on the response from Amazon and responded directly to them. They admitted that the email details provided were done so erroneously and offered a $50 credit. It was accepted; however, did not address the fact that my credit card was charged for an amount not agreed upon. I attached the email correspondence and consider the case closed.

Sincerely,

***************************
Initial Complaint
Date:09/15/2022
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.
I have a Amazon credit card, acct #**** & the balance on the card was $127.95 due on 6/18/22. I made that payment which has been posted to the credit card on 6/18/22, I have my acct activity showing Amazon rec'd the pymt & posted it to the acct of #****. Now the card is paid in full & closed. Amazon issued a new card to me #**** which I never rec'd. I called & closed that one & advised them not to send me any other cards. On July 1, 2022, after ********************* full & closed there were 4 charges posted to this closed credit card #****, each were for $99 for some type of Amazon Digital item which totaled $396.00. They told me that nothing could be charged on a closed acct but yet I have these charges posted on my acct #****. I called *********** the charges were fraud, I did not authorize any of these 4 charges, confirmed **** was closed & put in a fraud complaint. I am now getting bills from Amazon for card **** with a balance of $396. They moved those charges from card **** to card #****. I have been trying to correct this with ***************************** keep telling me it'll be taken care of within 24/48 hours. That conversation was on 8/30/2022. It has not been taken care of, now I am getting charged late fees. I would like these charges removed from card ****.
Business Response
Date: 09/16/2022
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 us with your card and have looked into the issue. While the card is labeled linked to Amazon, the charges as well as the statement is handled by the bank and we will not be able to make any changes to the statement.

I am not able to determine if you are referring to the Amazon Store Card or the Amazon ************ Signature Card.

The Amazon Store Card is issued by *************** their *************************** is in the best position to help you on questions.

Please contact Synchrony Bank's Amazon Store ********************* at ************** or via chat at https://syncbank.com/amazon; click on the Chat for Help logo on the top right corner (24 hours a day, 7 days a week). If you don't have your card number, just say "I don't have it" or something similar to reach an agent.

For all other questions regarding the Amazon ************ Signature Card, please contact Chase Card Services:
Amazon ************ Signature Card: ************
Amazon.com Business ************ Card: ************.

They can help you with questions pertaining to:
Bill ******* (To make an online payment on your Amazon Store Card, go to www.syncbank.com/amazon)
Lost/Stolen Card or unknown account number
Credit limit inquiries
Account closure requests
Billing statement inquires
Changes of personal information on accounts
Questions about interest and fees
Disputes of charges
Fee waivers and/or payment assistance

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: 09/22/2022

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,

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

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