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

58,669 total complaints in the last 3 years.
22,031 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:09/14/2022
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.
They are refusing to send me my package and keeps charging my card 2 times 180.95+180.95 which is ****** and is saying my card is declined even through that already took the money. **************** is disgusting.
Business Response
Date: 09/16/2022
Hello Fatima,

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

I've reviewed your complaint and I'm sorry about the issue with the payment towards your order.

I've checked the order 111-2238312-3051409 for "Lace Front Wigs Human Hair Pre Plucked 28 Inch Long Wavy Wigs for Black Women Human Hair..." and see that we were able to authorize the payment for this order on September 10, 2022 for $180.95 but we had to cancel the order as there was change in the shipping schedule. This the authorization you are seeing in your statement as 'Pending'. This authorization was cancelled the same day September 10, 2022 4:59:16 PM PDT.

However, when we tried to authorize again on September 13, 2022, the payment method declined. There is no successful second authorization for this order. Also as per the screenshot you have sent, we are seeing only one pending transaction for the above amount.

Some banks may hold funds in your account for these authorizations even if the order is canceled. 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.

Unfortunately, there are no pending actions from Amazon.com regarding this issue. We appreciate your understanding in this matter.

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/14/2022
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.
9-14-2022 I purchased a 10inch fire tablet from amazon that came with an attached case and charger for $199.99 on July 12, 2022. it was for my sons birthday August 31st so it wasn't opened until then. The tablet kept shutting off and would not stay on so I processed a warranty repair on September 9th 2022 and sent in the tablet how I received it. On 9 14th 2022 ORDER # ***-1800018-7551469 I received my sons tablet back but not how I sent it, I never received the case that was on the tablet. I contacted amazon and explained to them I sent a tablet with a case I should have received a tablet with a case because I paid for it. The amazon employee told me they sent an email stating to not send any accessories because they will not return or replace them, I did not think the case was an accessory because I never taken the case off I thought it was apart of the tablet. I didn't even now you can buy the case separately. I explained that to the associate and their resolve was for me to purchase a case and after I receive they would refund it, I do not have the money to purchase another case just for them to refund it and I've explained that to the associate as well and the supervisor ****** pretty much said oh well your loss. I asked that supervisor how to file a complaint and he gave me an email address [email protected] was the email he provided me to file a complaint and I asked ****** what all should I add to the email so they know it's my account and he said he could not provide me that information so I go to submit a complaint regarding the situation and the minute I clicked enter the email came back as undeliverable. Amazon think just because they send out a notice they will steal your purchased items it's okay but it's not. You can inform someone you're going to steal from them but it's still against the law when you actually do it.
Business Response
Date: 09/26/2022
Hello Karmina,

I'm Praveen 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 experience you had with your recent order. We pride ourselves on resolving customer concerns quickly and accurately and I'm sorry this didn't happen when you contacted us earlier.

On Sunday, September 18, 2022, I've issued a $35 promotional credit to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

For more information about promotional credits, including the terms and conditions of use go to:
https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

That being said, you can purchase a new case at no cost with the promo, here's the link so you can purchase the case you would like:

https://www.amazon.com/Amazon-Kid-Proof-Case-for-Fire-HD-10-tablet%C2%A0/dp/B08JPCM756/ref=sr_1_2?keywords=fire+hd10+tablet+cover+case&qid=1663535410&s=amazon-devices&sprefix=fire+HD10+%2Camazon-devices%2C761&sr=1-2

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

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 09/29/2022

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:09/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a product, it arrived defective, the return policy is "This item can be returned in its original condition for a full refund or replacement within 30 days of receipt." I am being charged to return this product. attempts to work with customer service have been unsuccessful. I am requesting your assistance. I will have a copy of the chat and i can send shortly
Business Response
Date: 09/16/2022
Hello ******,

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

I've reviewed your complaint and I'm sorry about the deduction of return shipping fee from the refund amount.

It looks like a glitch and you were charged return shipping fee even though the return is with in the return window. Hence, I've requested a refund of $7.99 return shipping fee to your Discover Card used to pay for this order.

This refund will be processed with in next 3-5 business days.

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

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/14/2022
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.
On September 13th, 2022, I was awakened by my ***** devices that all were saying that they were no longer active. I later attempted to log in to my Amazon account. I received the following message.We haven't received your payment To solve this issue, please respond to the email you received regarding your Amazon account. You won't be able to access your account or place new orders with us until you resolve the disputed orders. Note that I did NOT receive ANY email. I then called Amazon support. The support person was also unable to find any reason for this action or an email telling me anything. Again, the support rep could not see any email sent to me. The support rep said that they could see no reason for the hold. The support rep further said that another department handled this and that he would send a message to that group and I would receive a response within 24 hours.I received no response within the 24-hour period and my account is still on hold.I then called back into Amazon support on the afternoon of September 14th, and requested to speak to a supervisor.The supervisor was rude, and said that he could send another message to the group that put a hold on my account. The supervisor refused my request to speak to someone in that group and additionally refused my request to speak to his supervisor.I then requested that the supervisor cancel both my personal and business accounts and refund the charges for Prime on both accounts. The supervisor also refused to do this.I am also filing complaints wth the *** and ********* ************************** If this issue is not resolved to my satisfaction I will also take legal action.Note that I have been an Amazon customer since ****. In the last few years there have been progressively more issues with their service, but this one tops it all - cutting access to my account and implying that I owe them money, which I do not. (I do have an Amazon credit card, which I'll also be cancelling, but there bal
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 2022-09-19 confirming account reinstatement.

Sincerely,
Amazon.com

Customer Answer
Date: 09/20/2022

Complaint: 18027306

I am rejecting this response because: despite over a dozen emails and multiple phone calls, no one has discussed the issue with me. No one from Amazon has even seen fit to tell me what the issue is or was or how it was resolved. I have REPEATEDLY requested a supervisor from the department involved to contact me by phone to discuss but Amazon doesn't seem to care one iota what I want. I have been an Amazon customer since ****, and the lack of customer support now offered is mind-boggling.

Sincerely,

*****************
Business Response
Date: 11/04/2022
Hello,

I am ********* 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've reviewed your email and completely understand your disappointment with regards to the account issue.

First, I would like to apologize for your negative experience with our support team. We want our customers to enjoy stress free shopping and stellar customer service and we fell short of that standard. Thank you for taking to time to share your experience.

As per the current status we see that the account is active and it has been re-instated.

Upon checking we've received an email about disputed orders on your account. We have researched this matter and confirmed that the disputes in question have been resolved between Amazon and your card issuer and all were closed in your favor.

For more information about the credit card refunds, we request you to contact your card issuer.

Thanks for your patience and understanding in this regard.

Please feel free to contact by replying to [email protected] if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:09/14/2022
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.
Amount of dispute- $863.47- Order number #***-7758998-4961042 I have been dealing with this issue since August 12, 2021- That was when original order placed.I thought the charge was fraud, so I reported it as such to my bank. They closed the card and gave us a provisional credit August 21, 2021. We realized it was a legitimate charge. (We just put the item on the wrong credit card.) When I realized this was a legitimate charge I notified my bank and they reversed the provisional credit and released funds to Amazon on October 5, 2021.We received the merchandise but subsequently returned the item to Amazon. They received the merchandise and confirmed receipt on September 14, 2021. Amazon has the payment and the merchandise. I started calling regularly and for all these months the customer service people each time kept telling me refund showed "in process." I waited and waited. The last time I spoke to them I got elevated to refund supervisor. I received an email April 9, 2022 stating they researched and I have to deal with my bank. My bank last formal inquiry July, 2022 from bank fraud rep said " I reviewed our research ticket that we submitted to ensure the funds were sent back to the merchant. It was confirmed that the funds left from bank institution on 10/07/21. Im not sure what else we can provide that would help Amazon with your issue. Perhaps the date I provided may help if they didnt already have that. " $863.47 is not a lot of money to some people. But I am a small business owner and it just is not right that they not only have the merchandise back, but have the funds as well.
Business Response
Date: 09/21/2022
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 have requested a refund for ****** USD to your bank account. This refund should be posted in the next 2 business days. Please contact your card issuer for support in locating this refund.

We appreciate your cooperation in resolving this matter.

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

*****
Customer Answer
Date: 09/26/2022

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. However, I have not received the refund and it has been two days they promised I would see the refund. This feels like just what they said before.

Sincerely,

*****************
Business Response
Date: 09/29/2022
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 are contacting you regarding order 114-7758998-4961042. We issued you a refund in the amount of ****** USD on 2022/09/21 13:21 UTC.

You can view the refund details at the following link:

https://www.amazon.com/gp/css/summary/print.html/?&orderID=114-7758998-4961042
If you have any additional questions, please contact your card issuer.Here's the transaction id of the refund issued **************.

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

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

Complaint: 18027157

I am rejecting this response because I still don't have the refund. I don't know why you can't communicate with the ********* financial institution. This is what I received from them when I sent them your Amazon email... Everyone keeps passing the buck about receiving the refund.

Hello ***,

Thank you for informing us about your clients transaction. We will reach out to you once the credit has been received, research conducted, and credit processed. Please inform your client since the original account was closed, it does take some time to complete this process.

Thank you,

*******************************
Operations Officer II Debit Card Ops

Sincerely,

*****************
Initial Complaint
Date:09/14/2022
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 order info: ORDER # ***-5279678-3997849....... Part 1: Amazon driver pulls 10 feet past my driveway with half of the back of the truck halfway across my driveway entrance and the front past my mailbox. Instead of walking around the back of the truck and onto my driveway and walkway up to my door, the driver walked around the front of the truck and proceeded through my grass, five feet from my driveway, walking in my grass and stepping into my garden to delivery my prime shipment. Why are Amazon drivers walking in customers grass when a paved prepared walkway is not five feet away. I have poison in my grass that he just tracked into my garden and onto my walkway and porch. Finally, the package was sat down in the middle of my porch when arches and two planters were available on the porch to hide the package from street thieves. Why is my package not placed so people on the street can not see it? Either you are not training your drivers or this driver is doing what he wants to do. Part 2: Started a chat on Amazon to complain. Representatives transferred me three times taking 10 minutes before someone would chat with me. First operator left me on a blank screen while she claimed she was, "looking into it" after I asked if she was still there.
Business Response
Date: 09/20/2022
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 the driver walking through your grass during the delivery and have reviewed the images that you have shared in detail. We sincerely regret the miss from our end.

Customer satisfaction is our top priority and we actively work with our delivery partners to ensure deliveries are correctly and safely delivered. While I am not be able to offer any comment on why this happened, but let me assure you that we will address the issue.

We thank you for reaching us to let us know and 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
Initial Complaint
Date:09/14/2022
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.
Good Afternoon!My husband and I were promised a refund in the amount of $532.34 from Amazon and we have been waiting since June to receive it. In June, we purchased a gazebo through Amazon and paid an additional $200+ to have it shipped. When it arrived, it was missing several pieces. After much back and forth, the seller agreed to send the replacement parts, but let us know that since they were coming from overseas, we would have to wait several weeks, if not months, for their arrival. We wanted to return the gazebo, but the seller refused to pay for return shipping. We reached out to Amazon and were told by a customer service representative that we could return the gazebo and that Amazon would pay the return shipping costs.We have been online with Amazon customer service (via chat) on phone calls and have sent emails and mail. So far, we have been promised that the payment would be refunded, then told that it could not be refunded (after the gazebo was returned). I have attached copies of the receipt, along with transcripts from the online chats we have had with Amazon customer service. We have also had several phone calls and have sent emails, and mailed correspondence. No luck.
Business Response
Date: 09/16/2022
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.

I understand your concern regarding the return shipping refund. I'm sorry for the inconvenience caused.

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 look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/14/2022
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 package from Amazon on 2nd sep 2022. One pair of shoes and a handbag. The total cost was $169.94 usd. On 6th sep 2022 Amazon stated it was delivered. There is no record of the package ever being delivered to the building. No signature was received at reception as with all previous packages that were successfully delivered. I asked for a picture as is policy if no signature was obtained, they claimed one was not a available. I asked for the courier used. They gave me a name of at_sc_direct. I could not find this company anywhere online. The tracking number I was given was TBAMIA521597686. I tracked this number using global tracking sites and kept being redirected to log directly into Amazon as it was an Amazon courier. They therefore used their own courier service. I then called Amazon and asked which driver worked on the 6th September at 8:17am when it was claimed the package was delivered and they stated that they did not have that info available. Amazon did not follow proper procedure in procuring a signature or a photograph and they have no information on their own courier service and drivers. They refuse to refund me my money either to my credit card, in the form of an Amazon gift card or at the very least to resend the items I ordered. I have been a loyal customer of ********************** for years and this is very distressing and disappointing that they refuse to help in anyway whatsoever. My order number with Amazon for the two items are 111-7736363-4617828. Any help in this matter would be greatly appreciated. If any further information is required please feel free to email me or call me at your convenience.
Business Response
Date: 09/20/2022
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 am sorry for the inconvenience caused to you with your Amazon order # ***-7736363-4617828. Upon reviewing your Order details, I see that you have selected freight forwarder to ship the item to your location. I see that the package was shipped out on Date, and was marked as delivered.

In this case, though the package was marked as delivered, as you have used Fright Forwarder for shipping, I'm sorry that we can't take any action on the order like issuing refund or resending items as per our policy.

To get further assistance I recommend contacting your freight forwarder for more details.

For more information about freight forwarders visit: https://www.amazon.com/gp/help/customer/display.html?nodeId=*********

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
Customer Answer
Date: 09/27/2022

Complaint: 18026598

I am rejecting this response because:

Complaint: 18026598

I am rejecting this response because: I am aware of the freight forwarder policy by Amazon however it states that if a package is successfully delivered to the company and then the company loses or damages it then Amazon will not be held liable which is understandable. Please see quite below of Amazon's policy :

"Amazon won't be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to you or a freight forwarder. This means that Amazon isn't able to provide a replacement or a refund for any shipment taken outside of the U.S. by hand-carrying or using a freight forwarding service. If ordering from Amazon.com to deliver to a U.S shipping address, you should refuse the delivery of these goods if they arrive damaged and instruct freight forwarders to do the same."

The package was never even received by the company. I have an email from the company showing proof of this. Also Amazon did not follow follow policy by getting a signature or photograph of the said delivery. They used their own courier service so I even asked who the driver was on that day considering it was their own driver and they could not even provide me with such information.

Please see attached information from the company. For years I have been dealing with Amazon and this company and have never had issues. This is the first time it has happened and Amazon did not follow protocol and has no proof that the package ever arrived at the facility and the facility has proof that no package ever arrived.

For this reason, I believe I should be reimbursed by money of 170 USD as sent in a previous screenshot.

Sincerely,

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

*******************************
Initial Complaint
Date:09/14/2022
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.
Greetings,My account was deactivated due to a violation of the Drop Shipping policy. I provided a Plan of Action, as was required (I attached it to this complaint).A brief situation:On the 28th of July, I started my first sales on the account. I appointed a supervisor to contralibrate quantities and took orders in a weighted manner. When the big sales started, the warehouse supervisor failed to verify properly whether I had enough items in stock to distribute to customers in time, which was the root of my problem. Now I have done an excellent job of correcting my mistakes, and my company fully complies with all Amazon policies.Please evaluate my appeal; I would greatly appreciate your assistance. I hope you'll reactivate my account after the investigation and allow me to use all seller privileges on Amazon.com.Best regards,*************************
Business Response
Date: 09/16/2022
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Customer Answer
Date: 09/19/2022

Complaint: 18026544

I am rejecting this response because: I provided Amazon with absolutely all of my order data, but my appeal was not even reviewed thoroughly. I get rejection after a couple of minutes, which means that it is automatically rejected without a chance to prove my point.

Please review it, I am attaching all additional files to this letter.

Sincerely,

*************************
Initial Complaint
Date:09/14/2022
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.
seversl. months ago, we ordered 7 packages from Amazon.they never arrived so we called Amazon.we were told they were mistakenly delivered to a neighbor..Amazon subsequently called this a fraudulent transaction and closed our account .we are thwarted evey time we attempt to open a new amazon account. please help us resolve this.*******************
Business Response
Date: 09/27/2022
Hello ****,

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

I've reviewed your complaint and I'm sorry about the inconvenience caused due to the hold on your account.

I've forwarded this complaint to our account specialist and they have requested to confirm the below information.

Please confirm if you placed order 114-5240625-5496226 for an Amazon.com Gift Card of $100 on May 9, 2022.

You can directly revert to this email with your response.

We hope to see you again soon.
Regards,

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

Complaint: 18026404

I am rejecting this response because: The "account services" requested bank/credit card statements to prove that we owned those cards. We did so, but they still closed the account with no explanation. We want access to our account.

Sincerely,

*******************
Customer Answer
Date: 10/05/2022
We did not place an order for a gift card. We had a cybersecurity specialist examine our computers, and they found a spyware/malware program on the computer, which gave an unknown person remote access to our amazon account. The spyware/malware program and all its traces were removed. Amazon asked for proof that we owned the credit cards listed on our account, requesting bank statements from the credit card company. I complied. They still closed our account with no explanation. Our credit rating is well over 800, and there is no reason that we can discern for their summarily locking us out of amazon. I am requesting reinstatement of our amazon.com account.

Business Response
Date: 10/17/2022
Hello ****,

This is ***** from Amazon.com. I've forwarded your response of 10/5/2022 to our Account Specialist team.

They have informed that the account was kept on temporary hold due to the unauthorized activity. They requested you to try to sign in and go through the verification of Dynamic Challenging Questions process to reinstate your account access.

Please try this and if you are facing any issue, please take screenshots of the error or issue you are facing and reply to this email.

Regards,

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

Complaint: 18026404

I am rejecting this response because: amazon suggested that I log in and respond to Dynamic Questions. I logged in, and there were no questions, just a message that my account is on hold. Today when I logged in, they wanted me to provide them with a copy of my credit card statement to prove that I own it. I did so. However this is at least the third time I have done this with no result.

Sincerely,

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

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