Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

57,409 total complaints in the last 3 years.
21,659 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:07/28/2022
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 had attempted to use a **** gift card with a low balance to reload my amazon gift card balance . My mistake was that the card had a .76 cent balance and I had tried to charge 77 cents. So Amazon locked my account for suspicious payment activity. I have sent the only documents I have because it's a gift card and they don't have a transaction history like a regular credit card. I also provided my credit card statement but Amazon will not unlock my account. My issue is I have a ****** gift card balance locked on my account and Amazon refuses to unlock the card. My house burnt down this was the only money I have. I feel like Amazon is stealing my $150. I had no issues with my account but this. I can't even speak to someone in this department even though I have tried numerous times. How can a company keep your money is beyond me. Amazon Is a horrible company that steals from its customers a
Business Response
Date: 08/03/2022
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

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

Sincerely,

Amazon.com
Customer Answer
Date: 08/03/2022

Complaint: 17640632

I am rejecting this response because I have not violated anything with Amazon I never returned anything and my account was in good standing. They are still stealing my 150.00 gift card

Sincerely,

*************************
Initial Complaint
Date:07/28/2022
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.
On May 15th, 2022, I was contacted by Amazon.com via e-mail and notified that my credit or debit card issuer received a report of unauthorized use of my card and reversed a transaction of $545.01 placed on the Amazon account on Mar 27, 2022, associated with my email address. Since then, my Amazon.com account is locked by Amazon Security Team. On May 20th, 2022, Amazon.com informed me that they found another fraudulent transaction of $658.58 made on the same day (March 27, 2022).Multiple times, I was asking them for any additional information, such as:1.Name of a bank (credit or debit card issuer) that reversed transactions because I have no issue with any of my credit cards 2.Name of a person and delivery address that these purchases were delivered to They neither communicate with me nor try to solve this issue. They only request me to pay around $1,200.00 for purchases I have not made.I would like to clear this issue and re-open my Amazon.com account in good standing.Please assist me with this issue.Respectfully,*********************************
Business Response
Date: 08/04/2022
Hello,

We have reviewed the customers buyer account and cleared the unauthorized activity from the account. We have sent the necessary password reset guidance to the customer via email. We have also asked the card issuer to close the dispute in the customer's favor. We sent this information to their registered email address on 2022-08-04.

For more information on our privacy notice, the customer can search for Privacy Noticeon the Amazon shopping website.

Sincerely,
********
Amazon.com
=============
Customer Answer
Date: 08/04/2022

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:07/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order and the order numbers are provided in the screenshots below. I was informed I would receive a replacement and a credit to my account. That did not happen. I reached back out and have been given the run around about an item I didn’t receive and an item I received damaged. I just want my order and my credit to my account like I was promised by the previous representative. This is ridiculous that it even has to come to this when you clearly see the issue was supposed to be resolved on my initial communication
Business Response
Date: 08/01/2022
Hello *******,

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

I am sorry to hear of any misunderstanding on the issue and have looked up the account in details. We will not be able to issue any refunds or send a replacement on the issue.

You would need to return the item for a full refund or request a replacement. You will find the option on the order details page of your account.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/02/2022

Complaint: ********

I am rejecting this response because:how am I supposed to return something that I never received?

Sincerely,

******* ******
Initial Complaint
Date:07/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has locked my account. My account has been locked for 4 Mos. They're security questions are hard, and there is no way for me to remember the information they request with They're security questions. I can verify my ID with my ******** ID, my SS #, or my Birth Certificate or any form of ID I can photo or gmail to them, all I am asking is that they unlock my account with ID rather than answering the security questions.
Business Response
Date: 08/01/2022
Hello Robben,

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

I am sorry to hear that you were not able to access your account for a while owing to verification issues. We will not able to restore access to your account over email but you need to reach over chat or call.

Do not share any of your personal information over the BBB complaint for your own security as this information can be made public.

I see your account is not locked but you need to complete the verification process to access your account. Please reach **************** 24/7 who will get you over to our Account team which needs to help with the process.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

We hope to hear from you soon.

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:07/28/2022
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 purchased two $500 Amazon gift cards (totaling $1000) from ******* using cash on June 20th, 2022 (card numbers **************** and ****************). Later that night, I loaded the two gift cards to my Amazon accounts gift card balance (claim codes AQKV-WALFD4-TCDAQ and AQKX-FTR2A9-HYGA3). The next day on June 21st, I placed an Amazon order (order number 111-4280693-6940232) which totaled a little more than $900.Later that morning on June 21st, I received an email from Amazon stating that they have canceled [my] order and voided the Amazon gift card balance used in the purchase. When I logged into my Amazon.com account, I found that one of the $500 gift cards was removed (the description saying Balance withheld).The email further stated that I had tried to use Amazon.com gift cards that are in violation of our terms and conditions. The email ended by saying that I could reply with an attachment of the gift card purchase receipts or other documentation of gift card ownership if I believed that they took this action in error. I replied that same day with a single picture of the ******* purchase receipt, card activation approval receipt, the back of the two gift cards, and the front of my ********** Driver License to verify my identity.After 2 weeks of no response from Amazon, I called Amazon customer service on July 6th and they were unable to get help from the gift card ***** They instead resent me the same exact email that I received on June 21st, and they asked that I reply to the email again with the documentation and then wait. I replied immediately and waited for their response.After 2 more weeks, I called back again on July 21st, and the same thing happened to me with customer service. However, they also sent me a 2nd email claiming this time that the Amazon.com gift cards [I] attempted to claim are not valid and cannot be redeemed. To reiterate, I purchased these cards from an authorized retailer.
Business Response
Date: 09/22/2022
Hello *****,

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

I see the concern that you have shared on the Gift Card usage and have looked into the issue in detail. This gift card was obtained or used in violation of the terms and use of Gift Cards on Amazon.com, and will not be reinstated.

I share the link to the help pages for assistance. https://www.amazon.com/gp/help/customer/display.html?ref_=***************&nodeId=G7KXB4EYEHXZRUMA&qid=1663869951402&sr=1-2

You could reach the seller for assistance or dispute the gift card purchase with your bank. Due to the proprietary nature of our business, we do not provide details on our investigation methods.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/28/2022
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 have posted my most recent conversation with Amazon regarding my transaction. This conversation took place after I had just gotten off the phone with Amazon customer service and was told that the ************ were for me to find a way to compress the item so that it fits in the box. I pay a monthly fee for a prime membership and purchase items through Amazon because it enables me to purchase things like this while giving me options for returning it that are convenient, quick, and free. I have never had an issue with Amazon until this one, but this has been such a long, frustrating and inconvenient ordeal and as of right now, I plan on canceling my prime membership and never purchasing from Amazon again. I also spoke to someone else a week ago, and emailed pictures of the box with the bed next to it indicating the issue I was having. I received no response. The person on the phone today told me to look for a valve to compress the bed that is on the surface of the bed. It's a dog bed made of memory foam and it does not have a valve to compress it. He didn't believe me and told me it should have one. He then watched the video about the product from the product listing and told me he doesn't know where the valve on this product is but it should have one. I worried that maybe he thought I just wanted my money back and was lying about the issues I am experiencing so I told him that and he completely ignored that I had said anything and then told me to contact the company who made the product. The employee also instructed me to roll the foam up myself with another person's help. I explained that my decision to contact customer service was after several failed attempts to roll it up myself and to fit it in the box. Amazon refused to provide me with any options that wouldn't cost me more time and more money and more unnecessary stress and provided less than satisfactory customer service. In fact, the associate was flat out rude. I would like a refund immediately.
Business Response
Date: 08/01/2022
Hello Kelsey,

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

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

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

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

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

Regards,
Raman R.
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 08/02/2022
Order# 112-7528290-1436234
The account email is ***************************

Business Response
Date: 08/08/2022
Hello Kelsey,

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

Thank you for writing back with the full order number of the mattress, it was helpful.

I have noted the issue with returning the item as you have shared with us and reached out to our specialists. We have reviewed your issue in light of your account and have issued a refund on the mattress to your original payment method dispensing with the need to return. You could use, give away, donate or dispose off of the item at your convenience.

You should see the refund in the next 3-5 business days.

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: 08/11/2022

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 your assistance.

Sincerely,

*********************
Initial Complaint
Date:07/28/2022
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 an Epson EcoTank Printer on July 12, 2022 in order #***-9287826-8427410. The Epson EcoTank Print arrived on July 14, 2022. The shipping box was left on my front porch where it had excessive damage to the box and was opened. I had to use the printer that day for my job, so I went ahead and put the printer together and added the ink to the ink tanks. I was upset about how my package had arrived so I issued a complaint to an Amazon **************** Representative through the Amazon Chat function. I was wanting a replacement for the item, but during my conversation with Amazon **************** I realized it would be impossible to ship the printer back without causing irreparabledamage to the printer. The manufacturer, Epson, states in the user manual to never tip the printer or else ink will spill into the printer and damage it. Obviously shipping the printer would lead to the unavoidable occurrence of the shipping box being tilted, flipped, etc. which would cause ink to spill into the printer. I spoke with an Amazon **************** Representative on ******, 2022 named ****** who understood my predicament and stated I would receivea full refund for the printer and there would be no need to return the item. At 10:47pm central time ****** said, "I can help you with a full refund. would that be okay?" I replied, "That would be very helpful." ****** then replied, "No need to return." and he followed the comment with, "I have successfully requested a full refund to the original mode of payment, the refund shall be credited back to you in 3-5 business days."I was happy to finally have this issue resolved. Since I knew I would be receiving a full refund from Amazon and I wouldn't need to return the Epson EcoTank Printer, I went out the nextday, July 26, 2022 to purchase a new printer andto donate the Epson EcoTank Printer. I'm now being told I need to return the printer to receive a refund. I don't have the printer and I expect a full refund.
Business Response
Date: 08/01/2022
Hello Ayracon,

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

I see your concern on the printer and have reviewed the notes on the issue. I am afraid, the ask to return is correct, you would need to return the item for a refund. We will not be able to issue a refund or send a replacement without a return.

As an alternative, you could reach the manufacturer for assistance under warranty.

A free prepaid return label was issued on Thursday, July 28, 2022, an you could choose the best option that works for you.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/02/2022

Complaint: 17640233

I am rejecting this response because:
In my correspondence with ****** on July 25, 2022 via the Amazon Chat function I was told I would receive a full refund without having to return the item.
I mistakenly entered in the wrong order # in my complaint to the BBB. The correct order # is ***-9287826-8427410. I've included the conversation I had with ****** on July 25, 2022 for your review at the bottom of this message (I also attached my conversation with ****** where I've bolded, italicized, and underlined the portions of my conversation with ****** where the printer was the topic of our comments so you can better track the conversation since there is a bit of overlap in my conversation with ****** regarding two separate issues; this may be leading to the confusion on your end. I initiated my conversation with ****** because I received three Cascade Platinum ************************* through order #***-1912394-079066 where I informed ****** of an issue where all three ****************** had cracks and in the one container I opened I found debris from multiple pods bursting in the container. ****** proceeded to provide me with a QR code for my return of the three ****************** in exchange for a refund. In between Shivam's message where he states, "You will receive a Qr code on your Email." (this was in regard to the Cascade pods) I wrote about my issue with the Epson EcoTank Printer. Then ****** replied, "Refund will be initiated once the item is returned" in reference to the ******************, not the printer. ****** then followed his previous message with, "I am sorry for the inconvenience caused to you. We certainly did not expect this to happen. We regret any inconvenience this has caused you and hope that you will forgive this occurrence. I can help you with a full refund. would that be okay?" (this was in reference to the Epson EcoTank printer). I replied, "That would be very helpful." ****** then replied, "No need to return. I have successfully requested a full refund to the original mode of payment, the refund shall be credited back to you in 3-5 business days."

The conversation I had with ****** only included my issues with two separate items. The first issue was with the three cracked **************************** ****** processed a return/refund and provided me with a QR code for the item. Then I brought up my second issue with ****** where he concluded I would receive a full refund and there was no need for a return. I understand the confusion on your end if you don't read through the entire conversation I had with ******, but it's clear ****** was referring to the *************************** as the items which were required to be returned for a refund, but the Epson EcoTank printer was not required to be returned. Since ****** clearly stated I didn't need to return the printer and I would be receiving a full refund I went out the next day and I donated the printer, I no longer have the ability to return it. Additionally, if ****** had been referring to the ****************** were not required to be returned, then why would ****** create a return QR code for the ****************** and then a few seconds later state I don't need to return the ****************** anymore? It's obvious from the conversation I had with ******, shown below, that ****** was referring to the printer was not required to be returned and that I'd receive a full refund. Below is the entire chat I had with ****** on July 25, 2022. I implore you to read through each word of my conversation with ******. I also recommend you verify the conversation on your end since I believe you'll be able to see the conversation with better time stamps which would include the time for every comment down to the second it was made.

****** has joined & will be ready to chat in just a minute.
****** | Customer Service
Thank You for contacting Amazon. My name is ******. I will be assisting you today.
Could you please elaborate on your issue?
S
10:28 AM
Hello. I opened one of the cascade platinum dishwasher pod containers last night and I found debris in the container. It looks like a few of the pods burst open during shipping. I checked the container for damage and found one of the sides was split. I then checked the other two containers and I found cracks on the side of the containers as well.
These were for order #***-1912394-0790666
10:30 AM
****** | Customer Service
I am sorry for the inconvenience caused to you.
We certainly did not expect this to happen.
Please do not worry, I will definitely put my best efforts to help you today.
Please allow me a moment to check with the details.
S
10:32 AM
Thank you
10:35 AM
****** | Customer Service
Thank you for your patience.
In this case, I can help you with the refund on return.
Would that be fine?
S
10:36 AM
Yes, thank you
10:37 AM
****** | Customer Service
Thank you very much for your co-operation and understanding.Not every customer demonstrate the same in these kinds of issues.
Would it be possible for you to drop off the item at ups?
S
10:38 AM
Yes, I can do that.
10:38 AM
****** | Customer Service
Perfect!
Would you like to receive your refund as an Amazon gift card or to your original payment method?
S
10:39 AM
original payment method please.
10:39 AM
****** | Customer Service
Thanks for confirming.
As a token of apology I can add a $5 promo to your account from my end. The promo will only work on item that are sold and shipped by Amazon.com and will not work on third party seller items. Please accept that.
S
10:41 AM
I greatly appreciate that.
10:41 AM
****** | Customer Service
You're welcome.
Promotional certificate created successfully
S
10:42 AM
Thank you. I have one more question for you.
10:42 AM
****** | Customer Service
Do you prefer a QR code which you only need to have it scanned or a printable label?
Sure.
Please go ahead.
May I know the issue?
You will receive a return shipping label (QR code) on the registered email of Amazon
S
10:44 AM
A QR code would be preferrable
10:44 AM
****** | Customer Service
Okay.
Done.
You will receive a Qr code on your Email.
S
10:44 AM
The next issue I have is with the Epson EcoTank ET-****. Order #***-9287826-8427410. The item arrived at my home in a shipping box which was opened and very damaged. If you look at the picture the delivery driver took of the package sitting on my front porch, you can clearly see all the damage to the box. I had to use the printer that day because my old printer was no longer working. I setup the printer and added the liquid ink to the ink tanks per the installation instructions. After some use of the printer, I became worried the printer may have some internal damage since the shipping box was so heavily damaged and open. I contacted Amazon to determine what to do and I was told to return the printer for a replacement. Ive come to realize Im unable to return the printer since the printer has full tanks of ink. The printer isnt like a common ink cartridge printer. This printer has tanks where ink is added. The manufacturer states the printer cant be tilted, even during transport, or the ink will spill out of the tanks. Since Im sure the printer will be tilted at some point during its transport, ink will undoubtable spill out of the tanks and ruin the printer. Shipping also has the potential for ink to leak out of the box and damage other items being shipped nearby. Im not sure what I can do since the tanks are full of ink and itll take a very long time for me to empty the tanks just by printing a bunch of pages to allow the printer to be shipped safely.
10:44 AM
****** | Customer Service
Refund will be initiated once the item is returned
I am sorry for the inconvenience caused to you.
We certainly did not expect this to happen.
We regret any inconvenience this has caused you and hope that you will forgive this occurrence.
I can help you with a full refund. would that be okay?
S
10:47 AM
That would be very helpful.
10:47 AM
****** | Customer Service
No need to return.
I have successfully requested a full refund to the original mode of payment, the refund shall be credited back to you in 3-5 business days.
Sounds good?
I hope that my effort to correct the situation is to your satisfaction. Are we all set for the day or shall I help you further?
S
10:47 AM
Thank you so much for your help!
10:47 AM
****** | Customer Service
Thank you for being a ********************** member. Thank you for contacting Amazon. Have a nice day ahead and stay safe! Happy shopping! :).
S
10:48 AM
****** has left. Thanks for contacting Amazon!

Sincerely,

Ayracon *******
Initial Complaint
Date:07/28/2022
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 returned a toaster oven for credit to my credit card. It was returned before two other returns; yet, I have not received a confirmation or refund. I was told they never received it when I have the receipt from ****
Business Response
Date: 08/01/2022
Hello *****,

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

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

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

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

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

Regards,
Raman R.
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 08/02/2022
Tell us why here...ORDER # 114-6241518-0145857

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

Nothing has changed. Amazon is making excuses for not following through with the credit. I was informed they received the return on 7/20/22.
Business Response
Date: 08/08/2022
Hello *****,

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

I am sorry to hear of the delay in processing of your return and have looked into the issue. The returned package was processed and the refund issued on the item on Monday, August 1, 2022 to your MasterCard.

You should see the refund in 3-5 days of issue.

It can take upto 14 days for a refund to process but in some cases 30 days may be required.

We appreciate your patience. 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: 08/16/2022

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, Amazon did not follow their own policy for Prime members, and have started charging me $ **** for any further return. What transpired with the toaster oven and subsequent return was not my fault. I do not believe I should be penalized in any way for their negligence.
Sincerely,

***************************
Initial Complaint
Date:07/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 19, 2022, I purchased Basic Cruising for $ *****. On June 27, 2022, I purchased Passage Making and ******** Cruising for $ *****. Total $ *****. Each of the three textbooks was either damaged in transit, used with writing and frayed edges, but none were in a new condition. I returned Passage Making and they sent a substitute, older edition, very bad condition. I returned that one also, the same day. Then I returned the other two. Amazon says they issued Basic Cruising $ ***** refund on July 6, 2022 (return received 7/13/2022). Passage Making return received July 20, 2022 "Processing refund." ******** Cruising Amazon states $ ***** refund issued July 16, 2022. NO -- I HAVE RECEIVED ZERO REFUNDS. Without my permission they issued a $ ***** gift card. I AM OWED $ ***** back to my card. THEN they may recharge the $ ***** gift card I NEVER AUTHORIZED. I have since purchased the books new, in excellent condition, elsewhere. I want my refund. I have purchased a great quantity of items from Amazon, and hardly ever return anything. I am telling all my friends to beware. I no longer trust Amazon, and will not purchase anything from a company that falsely states an item is new, then refuses to refund ANY OF THE MONEY -- even though all 4 books (including the replacement) were returned promptly via **** When I called the sent me to customer service in *********. Unbelievable. They need a bad rating. Thank you.
Business Response
Date: 08/01/2022
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 issue you have shared with your return and have looked into the issue in detail. A full refund was issued, we will not be able to issue any further refunds on the order ending 9004.

In this case, the refund has already been issued on Monday, August 1, 2022 for the balance of the refund on "Passage Making and ******** Cruising". You should see the refund within 3-5 days of issue.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/02/2022

Complaint: 17639595

I am rejecting this response because:

Sincerely,

This is a non-response, because I purchased 3 separate textbooks, they sent 1 replacement, and I timely returned all 4 to Amazon. They owe me refunds for each of the 3 separate textbooks. After weeks, they finally say they
will refund the cost of 1 of the 3 textbooks. Amazon sent me an email yesterday saying they are refunding $ *****. But nothing is showing on my **** card, and they owe me a total of $ ***** back to the card, not $ *****.
My **** records show no refunds have been issued. Amazon's records show $ ***** issued July 6, 2022, and $ ***** issued July 16, 2022 --- but no refunds were issued then or now. I AM OWED $ ***** back to my card.

Amazon needs to escalate this matter now. It is fraudulent and deceptive business practice for Amazon's website to show refunds that never get issued.
Business Response
Date: 08/21/2022
Hello *****,

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

While I see the concern, the refunds in question have been already issued to the refund mode selected when the return labels were requested. I am sharing the details for reference and we will not be able to issue any further refunds as they have already been processed and any gift card funds on your account have already been used.

Regarding "Basic Cruising", Order ID: ******************* placed 06/19, the refund was issued on Tuesday, July 5, 2022 to a gift card balance as we advised you earlier. Regarding "Passage Making and Bareboat Cruising", ordered Saturday, June 25, 2022, refunds totaling $54.40 were issued on Friday, July 15, 2022 and on Monday, August 1, 2022.

You have a choice of selecting refunds to the original payment method or gift card balance. I see a part of the refunds went to your gift card balance and a part to the credit card originally used.

You do have an option to reach us in case the gift card balance was used to request a resubmission of the refund to your card. In this case, the gift card refunds have been fully used up for subsequent purchases.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/25/2022

Complaint: 17639595

I am rejecting this response because:
I never requested gift card funds. I requested refund to my credit card. If you look at your records you will see that. The gift card funds you refer to were done in secret by you -- I never received any email advising me I had a gift card or in what amount. I wanted immediate refunds to my credit card, like Amazon has always done in the past. You still haven't provided any detail about any amount of gift card funds. And any belated refund came weeks after the fact, and after my several complaints, including to BBB.

Sincerely,

*******************
Initial Complaint
Date:07/28/2022
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 an item on June 4th and returned it the next day following Amazon's instructions. On July 28th I received a charge from Amazon, that upon investigating was related to this order. 3 hours after the charge alert came through from my bank I received an email stating the item had not been received. The item was scanned at **** yet I was charged $69 for *** not delivering it. I contacted Amazon and after a lot of back and forth was told I would have to wait 3 to 5 days for them to refund the charge.
Business Response
Date: 08/01/2022
Hello *********************,

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

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

I've checked and refunded the retro charged amount i,e $69.05 to the card on which it was charged.

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

Regards,
Arun

Amazon.com
http://www.amazon.com

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