Complaints
This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 58,742 total complaints in the last 3 years.
- 21,926 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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 IssuesStatus: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.
Requesting to reopen my previous complaint. The business has failed to do anything about any of my complaints to date.Business Response
Date: 09/18/2022
Hello *****,
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 would request you to please provide the exact issue so that we can help you.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
We look forward to see you soon.
Regards,
Praveen M
Amazon.com.
http://www.amazon.comCustomer Answer
Date: 09/27/2022
Greetings:
There was a recurrence of not adhering to delivery instructions, on Sep 14 an Amazon driver did not read the instructions and proceeded to go out of her way to maneuver through obstacles to walk across my yard, not only was this against the deliver instructions, but it also would not have saved any time as there is a clearly designated pedestrian pathway (sidewalk) for use in the exact area. The reason for reopening this complain was that I have been told in all the previous complaints by Amazon that the problem would be addressed.
Customer Answer
Date: 09/29/2022
Dear BBB,
This appears to be a repeat request, I will insert the same text from my last response below:
This message originally read on 9/27/2022
Greetings:
There was a recurrence of not adhering to delivery instructions, on Sep 14 an Amazon driver did not read the instructions and proceeded to go out of her way to maneuver through obstacles to walk across my yard, not only was this against the deliver instructions, but it also would not have saved any time as there is a clearly designated pedestrian pathway (sidewalk) for use in the exact area. The reason for reopening this complain was that I have been told in all the previous complaints by Amazon that the problem would be addressed.Customer Answer
Date: 10/14/2022
I am requesting to reopen the following: Complaint ID: ******** Filed with: BBB ********************************************************************* Phone: ************** Fax: ************* Email: ***************************************** URL: https://www.bbb.org/local-bbb/bbb-great-west-pacific Date Filed: 9/14/2022 There has been no attempt to my knowledge for Amazon.com to address the issue. The last complaint was closed due to me not providing an order number in time. I provided the date of delivery in the complaints, and to date, there is only ever 'one' delivery made regardless of how many orders. Amazon.com should have all of this information since they are the company doing the services.Contact by a senior member of Amazon.com who can assist.Business Response
Date: 10/19/2022
Hello *****,
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, we didn't receive a response to our request for issue in detail to address the issue in the previous complaint.
I would request you to please help us with the issue in detail so that we can help you further.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
We look forward to see you soon.
Regards,
Praveen M
Amazon.com.
http://www.amazon.comCustomer Answer
Date: 10/24/2022
To Amazon,
Here is the clarification you requested:
Below are a few order numbers, I will explain below them why this request for clarification is either inappropriate, or is an intentional means to derail the BBB process.
113-0214650-7174630
113-1628909-8830642
113-2615064-5403434I have indicated to Amazon on many occasions via the BBB that I have already provided you the order numbers with the issue using your own Amazon Prime App (at your request when you ask me to rate the deliveries). Every single time I have used "your" app to provide you information you requested, I have flagged the delivery as an issue, and selected your check box that states "Driver did not follow instructions". The data was provided at your request each time minutes after each delivery.
I also provided Amazon the delivery date in the previous instance of this complaint, and I noted that all of the order numbers for that day, were delivered by one driver. I encourage Amazon to obtain all previous instances of this issue to gain even further information such as order numbers. If Amazon is not sure how to do that, please contact the BBB via email and they can provide details on how to accomplish that.
*****
Business Response
Date: 11/15/2022
Hello *****,
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've reached out to the concerned department and they have reached out to the local delivery stations and updated the delivery instructions with them. Also, individuals responsible for these issues were also coached.
I am sure your issue should be resolved.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
We look forward to see you soon.
Regards,
Praveen M
Amazon.com.
http://www.amazon.comCustomer Answer
Date: 11/17/2022
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,
*********************Customer Answer
Date: 12/23/2022
Regarding: Complaint ID ******** The business's resolution to the associated Complaint ID was once again, blatantly violated. Please reopen the complaint.Contact by the businessBusiness Response
Date: 12/25/2022
Hello *****,
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 would request you to please help me with any latest issue you have so that I can help you.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
We look forward to see you soon.
Regards,
Praveen M
Amazon.com.
*****************************Customer Answer
Date: 01/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I had already communicated the issue with video evidence and a summary. Not sure why Amazon is asking me for info again here, but my complaint resolution stated "contact by business" and I did receive contact so I consider this issue closed until it happens again. This is approximately the tenth reopening of this specific issue with Amazon.com.
Sincerely,
*********************Customer Answer
Date: 02/09/2023
All of these orders were delivered on Tuesday February 7th by one driver at one time. I have provided an enormous amount of order numbers to Amazon thus far, nothing is ever resolved, just a note that they have attempted to resolve. I have been ****** patient and generous by merely asking for a contact from business thus far. I have given Amazon every gesture of good faith by never asking for a quantifiable resolution. I have also been cooperative by rarely ever engaging the BBB to reopen the issue, and only doing so when the number of infractions hits a **** mark. Please let me know if I may answer further questions.
ORDER # ***-4608793-6961862
ORDER # ***-8736007-3201044
ORDER # ***-8094168-6822625
ORDER # ***-1857784-0980247
ORDER # ***-3990066-2365062Correction: Date of Delivery was Monday February 6th, should be known to Amazon by order numbers.
My new resolution suggestion will be geared to attempting to escalate the matter either higher, or more local level with Amazon.Business Response
Date: 02/19/2023
Hello *****,
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 trouble you had with the driver.
I've reported this to our logistics team and they have already taken appropriate action. Please keep reporting the incidents so that appropriate actions can be taken.
Unfortunately we are unable to disclose the actions taken in this case.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
We look forward to see you soon.
Regards,
Praveen M
Amazon.com.
***********************************Customer Answer
Date: 02/28/2023
Complaint: 18028254
I am rejecting this response because: I was contacted by Amazon Executive Customer relations approximately 7 days ago, they informed me that they would investigate and contact me again on March 2, 2023 with findings. My rejection of the response is intended to leave this complaint in an open state beyond March 2, 2023 so both Amazon and myself have another chance to document any further information.
*********************Business Response
Date: 03/08/2023
Hello *****,
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 trouble you had with the order.
I've checked and see that our colleague ***** from Executive Customer Relations team has already contacted you regarding this issue. You can directly get in touch with him by replying to the email and they will be happy to help you further.
I also see that the last email sent was on March 1, 2023.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
We look forward to see you soon.
Regards,
Praveen M
Amazon.com.
***********************************Customer Answer
Date: 03/08/2023
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 IssuesStatus: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 April 16 2022 I purchased a camera on Amazon for $719. After I realized I ordered the wrong one I started a return since it was too late to cancel the order. ( at this time I also purchased a 2nd camera). In May I dropped off the camera with all the return info at one of the Amazon lockers like the instructions told me too. I checked back every day for weeks to see if my refund had gone through with nothing happening. I have finally given up on it and contacted amazon today. they said they got the return but it was for a different item and that the Camera was never in the box. I don't know what to do. I did everything right on my end. I have returned many items to amazon and never had a problem before. They are unable to do anything for me saying that they have no record of it being returned. I do not have that camera and I do not have the refund. I am out $719 Dollars. That is so much money. There is no reason for me to lie and have kept the camera because I purchased a second one.Unfortunately I did not take a video of me putting the camera into the locker. I have pictures of my return but I don't know what I can provide to prove I'm Telling the truth.Business Response
Date: 09/26/2022
Hello Summer,
I'************* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I've reviewed your complaint and I understand that you are concerned about the return request of "Canon EOS M50 Mirrorless Camera Kit w/EF-M15-45mm and 4K Video (Black) (Renewed)".
I've checked the return status and see that when our returns center processed the return, they marked that they received a different item, "Canon EF ******mm f/4-5.6 III Telephoto Zoom Lens with 2X Telephoto Lens, HD Wide Angle Lens, Filters and Accessories (19 Piece Bundle)" from the same order instead of the actual camera kit for which the label was created. Hence, a full refund of $298.95 was issued towards the received item only instead of the one for which the label was requested.
This refund was issued to the original payment on May 20, 2022 and emailed you with the confirmation. If you think it is a mistake and if you still have the "Canon EF ******mm f/4-5.6 III Telephoto Zoom Lens with 2X Telephoto Lens, HD Wide Angle Lens, Filters and Accessories (19 Piece Bundle)", please send us a picture of this kit along with all the accessories so that I can escalate this further.
We appreciate your understanding and cooperation in this matter. We hope to see you again soon.Regards,
**************
Amazon.com
http://www.amazon.comCustomer Answer
Date: 10/04/2022
Complaint: 18028094
Here are the pictures that they requested. On my lens I have the adapter so it fits in my camera. I did not keep all of the pieces in the kit because of quality or not knowing how to use them.
problem is still not resolved.
******************;Initial Complaint
Date:09/14/2022
Type:Delivery IssuesStatus: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 purposed an order from Amazon back in May of 2022. I never received my order and I had gone back and forth with Amazon for months. I was Advised to provide a Police report by July of 2023 from **** in the ******************** and I have the email as proof. I never spoke to her but her email gave me a deadline to provide it. Fast forward I get one and sent in because it still within the timeframe I was given and I was then told that I shouldve provided it within ******************************************* I CALLED AMAZON MANY MANY TIMES. One representative told me I spoke to 30 DIFFERENT EMPLOYEES. EVERYTIME I CALLED I WAS ADVISED SOMETHING DIFFERENT. I was told one 2 separate occasions I would get a full refund but I DID NOT. Instead I was told that was just the wrong information and oh well. Amazon employee has hung up on me and refused to file any type of complaint. SIX escalations were filed and not one of my calls were returned by any higher **** Im ****** as I am out of $1,200 and my time. I feel as if I should be compensated being that I was told to provide a police report TO BE COMPENSATED. This is bad business and I want **** aware of these people he has. I have been a Prime member for YEARS and havent had any issues with delivery until earlier this year. I have all correspondence between myself and amazon. Representative ************** on 08/11 advised I would see a full refund in ***** and I never received it.Business Response
Date: 10/07/2022
Hello ******,
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 trouble you had with the order.
Our Executive Customer Relations team informed you that its too late to take any action on the order. I see that the police report wasn't filed within 45 days from the delivery date.
I realize you're upset, and I regret 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.
We look forward to see you soon.
Regards,
Praveen M
Amazon.com.
http://www.amazon.comInitial Complaint
Date:09/14/2022
Type:Delivery IssuesStatus: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.comInitial Complaint
Date:09/14/2022
Type:Product IssuesStatus: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.comCustomer 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 IssuesStatus: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 shortlyBusiness 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.comInitial Complaint
Date:09/14/2022
Type:Service or Repair IssuesStatus: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 balBusiness 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 IssuesStatus: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=114-7758998-4961042If 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 IssuesStatus: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.comInitial Complaint
Date:09/14/2022
Type:Product IssuesStatus: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
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