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

59,762 total complaints in the last 3 years.
21,215 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:03/28/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Amazon account was hacked by someone who put in a 2 part authentication. I have contacted tact Amazon customer service 5 time and can not get a resolution due to them needing to send me an email and I am not receiving any emails from Amazon. Called day 1 - 3/23/2024 talked with ******** @ 7:58am. Told me he would escalate and I would hear in 24 hours didn't happen. Day 2- 3/24/2024 @ 8:17 am talked with supervisor **. Not helpful at all said would escalate and I would hear back in 25 hours. Didn't happen I am not able to recieve emails from Amazon. Day 3 3/25/24 talked with Hope @ 9:59am sending to fraud department I asked if I could be contacted via text since I am not receiving emails took my number, nothing. Day 4 3/26/24, talked to ***** gave me another number to call. Called talked to Jell @ 3:30pm. He said he would close my account and put in for a prime refund, again asked to be notified via text. Nothing. Day 5 3/28/24 called 7:45 pm talked to ******* need to follow the process. I cannot get into.my account customer service cannot get into my account due to the 2 part authentication process which apparently cannot be removed. I need help!! I am so upset by this situation and need help!!! Also found a phone number I. The USA and was told it is just a resource number, even when I told her my account was hacked she (*****) gave me an address to send a letter to, not even an email. Ridiculous
Business Response
Date: 03/30/2024
Hello ******,

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 reviewed your complaint and I am sorry for the inconvenience caused with your account.

Please help us with your Preferred Contact Number, Best time to call and Preferred Contact Language so that our dedicated team can contact you over call and help you with getting access back to your account. However if you still want to close your account let us know.

I apologize for the inconvenience this has caused. Thank you for your understanding.
Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 04/02/2024
My account continues to be hacked. I recieved an email just today saying that my password was successfully changed. I did not change it nor am I able to get into the account. I want this account closed immediately and a refund awarded to me via a check mailed to my home as I have canceled my Amazon charge card due to this issue.I have also been receiving items that I did not order. Lipstick, vitamins that I know of. Not sure what else is out there. I am so upset by this it is making me sick. I am also receiving emails in Spanish and I don't speak Spanish. Amazon may contact me from someone in ***************** @ ************. I am not willing to talk to someone out of the country. Thank you, *************************.
Customer Answer
Date: 04/02/2024
My account continues to be hacked. I recieved an email just today saying that my password was successfully changed. I did not change it nor am I able to get into the account. I want this account closed immediately and a refund awarded to me via a check mailed to my home as I have canceled my Amazon charge card due to this issue.I have also been receiving items that I did not order. Lipstick, vitamins that I know of. Not sure what else is out there. I am so upset by this it is making me sick. I am also receiving emails in Spanish and I don't speak Spanish. Amazon may contact me from someone in ***************** @ ************. I am not willing to talk to someone out of the country. Thank you, *************************.
Customer Answer
Date: 04/04/2024
I have already responded to this message on 4/1/2024, I would like this account closed, not sure what will happen to my pictures as I have been an amazon supporter for years. I would like a refund for my prime membership since my identify was stolen I have not been able to access my account since 3/22/2024, Not sure what orders have been placed except for the pictures I sent on 4/1/2024. I would like a call from an amazon representative from the US only @ ************. This whole system of not being able to deactivate my account is simply ridiculous to me being Amazon is such a large company, you need better safeguards in place to protect your consumer. I am sick over this!!
thank you,
******
Business Response
Date: 04/09/2024
Hello ******,

I hope this Email finds you well. Thank you for writing back to us.

I have reviewed your complaint and I am sorry for the inconvenience caused, however we see that two step verification set up from the account. So it needs to be removed to take any action.

If Two-Step Verification fails and you can't access your account, you can try to recover your account.
Please follow the instruction from here :********************************************************************************************************************************************************;

Once two step verification is removed you can change your password with your registered Email itself or contact Account ************************ directly trough the phone number **************.

If you still want to close your account, please confirm by replying to this Email so that our internal team can take further action.

We look forward to hear from you.
Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 04/09/2024
I did not put the 2 point authenticity on my account, the person/people who stole my identity put it on my account. I cannot get on with the extremely long link you sent me. I received yet another item at my home that I did not order. Please close this account and if and when I am ready I will reopen an account. I do not trust Amazon at this time. Also refund me my prime membership. How can I return the items that I have received but did not order?? lots of questions and no answers. I have stated that someone in the *** can call me to discuss and I have not received a call. ************.

thank you,
******
Business Response
Date: 04/12/2024
Hello ******,

I hope this Email finds you well. Thank you for writing back to us.

We have removed the prime subscription as per the request.

However, I see that there are a few orders which have pending actions like return/refund.

Since closing the account is an irreversible action, kindly check all the your concern related to account such as transfer of e-books and pending refunds, etc.

In case you want to close the account without any delay with pending order/account actions, help us with your consent to proceed with closing the account by replying to us.

We look forward to hear from you.

Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 04/14/2024
Good morning please see my response.to Amazon. I still need help returning items I did not.order. also need to know how to have access to my kindle and paperwaite. I M willing to keep my account open if I am given help on how to access my account. Due to the 2 part authentication I cannot access my account due to the people who stole my identity recieves the a cess code, NOT ME. I need help! The instructions given does not.help me due to not being able to recieve the code. They're must be so.e.other way for me to access my account. A text to my phone number.like I have requested numerous times would help. What is my .next step? ************. Laurie
Business Response
Date: 04/16/2024
Hello ******,

I hope this Email finds you well. Thank you for writing back to us.

We cannot arrange callback from our side however you can contact us.

Here are our customer service phone numbers. We're available 6:00 a.m. - 12:00 midnight Local Time, 7 days a week.
-Toll free: ****************
-Toll free: 1800-3000-9009
-Espaol nmero gratuito: ****************
-U.S. and ******: ************
-International: **************

If you are not able to contact by call, please write back to us with order ID, item name, issue with the order and desired resolution.

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

******
Amazon.com
*****************************
Customer Answer
Date: 04/18/2024
Have called Amazon again on 4 /16 as requested and could not get any help. The first person I talked to @ 6:14pm ***** could not help me but gave me a number for the correct department. ************** which I called and it isn't even an Amazon number. So I called back and talked with ************ from Washington and he has been the most helpful customer service representative to date but even he could not help me. ***** put in a request for excalation and put in his notes that I need a phone call due to ALL MY AMAZON EMAILS COMING IN SPANISH. I do not speak Spanish which I have been saying all along. Even the email he sent me which came in english until I opened it and immediately switched to Spanish as I was in the phone with him.I do not recieve codes I can not read the emails which I have attached some. I need help with getting my identity back!!! I do not know how.many other ways I can communicate this.I would like a phone call from someone who can help me but Amazon refuses. What do I do?? I am so sick.over this and I need this resolved. Thank you ****** ************
Customer Answer
Date: 04/18/2024
U have also added a copy if my drivers license that was sent to ********************** with my name and address.
Customer Answer
Date: 04/18/2024
U have also added a copy if my drivers license that was sent to ********************** with my name and address.
Business Response
Date: 04/27/2024
Hello ******,

I hope this Email finds you well. Thank you for writing back to us.

Please note that all personal information that you provide to us will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":************************************************************************************

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.

Refund for prime membership has been issued.

If you are getting unwanted packages which you have not paid for then donate or dispose them.

If your payment method is used please check with your bank to take further action on it.

If there is any pending action like return or refund of your own order write us back with order ID, item name and reason of action.

In case you want to close the account without any delay with pending order/account actions, help us with your consent to proceed with closing the account by replying to us.

We look forward to hear from you.

Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 04/30/2024
This issue has been resolved NO thanks to the Amazon.com customer service team. I would not recommend dealing with Amazon.com customer service at all as they are NOT HELPFUL, they do not care!!, they did not listen to my concerns!!! I was so fed up that I contacted my local TV station, and my complaint and issues were resolved within a week with Amazon's resolution team. Too bad it had to take 5 weeks of my identity being stolen from my Amazon account and incompetence from the Amazon.com customer service team when it could have been resolved in a week and could have restored my piece of mind. Ridiculous uncaring customer service. Thank you to the ******************** for trying to help. I truly appreciate it!
******
Initial Complaint
Date:03/28/2024
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'm furious because Amazon automatically charges to your gift card if you don't turn it off. I am always super careful not to accidentally leave the gift card selected. I did a 6 month program to earn a $200 gift card, and was saving it for a special occasion. My other purchasing methods are more limited on what I can purchase. 2 days ago it finally happened and I wasted my carefully saved for months gift card, on random items I meant to buy with my debit card. I am heart broken. Now Amazon is telling me they won't change my payment method after the items have already been shipped (which they have.) they are offering for me to be able to send all the items back and reorder them, which is incredibly unreasonable and inconvenient. It would involve sending my personal assistant out into the snow to walk miles just to deliver all of these items and then have to wait potentially weeks for a refund and reorder them. This is Amazon's fault for making it so it's defaulted to charge my gift card first, even after I turn it off. It's also unreasonable that they will lot allow a payment method change after shipping (which took 2 days.) I did not realize this awful error until today when I was about to make a separate purchase. This may be enough to finally make me stop using Amazon for good. Horrible customer service and business practice.
Business Response
Date: 03/30/2024
Hello *************;*******,

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 reviewed your complaint in details and I am sorry for the inconvenience caused with selection of payment method.

Please note that gift card balance is the default payment method so it will be added to payment automatically unless you remove it manually at the time of placing order.

However if the gift card is used in any order, you can cancel it with in cancellation window or you can refuse at the time of delivery which will be refunded once we receive the item back. If you have already received the item you need to return it for refund to your gift card balance.

Thank you for your understanding and cooperation.
Regards,

******
Amazon.com
*****************************
Initial Complaint
Date:03/28/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 3rd, 2023 I ordered an item, and it was not delivered. I ended up getting a refund.On January 4th, I received a wifi extender, I realized I ordered it by mistake. So I went and returned it.On March 1st I ordered a bedframe, a dog car seat, and a Car Scanner. I did not receive those items and I ended up getting a replacement. On March 26, I ordered a few items alongside with a picture holder. The delivery driver delivered it to my neighbors home, and I would not have noticed, had not been for the picture they provided. I complain to Amazon, because this is not the first time that *** had missing packages and I was tired and fed up, I mentioned to them that I had the item in my possession. My neighbor was kind enough to give it to me. However, I was very frustrated at the fact that *** had all these missing items Furthermore, they transferred me to a manager who was reluctant to help he actually ended his name was ***. I received an email saying that my account has been flagged for violating their terms and conditions for having too many returned items. How can this possibly be my fault if their delivery agents are not trained properly and our cost to my packages. They essentially threatened to close my account if they kept my mistakes..
Business Response
Date: 04/24/2024
Hello ******************************,

I'm ****** 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.

Thank you for writing to us.

First of all, I apologize for any prior emails that might have hurt your sentiment as a valuable customer. It was never our intention.

Your comments and suggestions will help us improve our store and offer better service to our customers.

We contacted you so we could better understand the activity on your account and learn how to improve your shopping experience. Your account remains open and available for your use.

If you have any order or account related concerns, please contact our **************** team at the link below:

www.amazon.com/contact-us.
Regards,

******
Amazon.com
*****************************
Initial Complaint
Date:03/28/2024
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.
The woman on the phone was great unfortunately she told me that she was unable to open a support ticket and that there was nothing she could do. I would like a supervisor from Amazon business tech support to call me tomorrow Friday 3-29-24 between the hours of 830am - 430pm Central time at phone number ************.If no one calls me tomorrow I will be continuing to find a way to get someone to resolve this issue. The issue is that any item searched on Amazon right now is available to be shipped today, or tomorrow, or tomorrow AM, and only shows 2 day Saturday delivery. I cant even pay for shipping to get any amazon item today if I wanted to. Again, not one item on Amazon is available right now at 744pm to be delivered today, tomorrow, or tomorrow am, instead Saturday delivery is ONLY available.All I am asking for is for Amazon to open a support ticket for this issue and for the issue to be resolved so that I can order something from Amazon the same day or next day. And of course I want them to call me back tomorrow.
Business Response
Date: 04/03/2024
Hello *****,

I'm ************;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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and responded as below:

Same-Day delivery is available most days of the year. There is some limited availability on certain holidays and high-volume shopping days. In our customer's case, as they contacted us after the cutoff time for Same-Day delivery, this would be One-Day delivery, and this guidance would still be applicable.

This page may be instructive for the customer: ************************************************************************************************************

However, can you please confirm whether this is still occurring and please help us with Order ID so we can review and assist you further.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

Our customer's satisfaction and their convenience is very important to us above all else, it's the foundation on which our company was built. Be assured that we'll continue working hard to ensure that you receive accurate service, and also to minimize the chances of anything like this occurring again.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:03/28/2024
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.
On Monday, December 25, 2023, at 1:39 AM PST, I received an email from Amazon stating that they believed an unauthorized party may have accessed my Amazon.com account. I believe this was in response to another order I placed at 1:28 AM PST. (Order # ***-2258415-6895440)I promptly reached out to Amazon to let them know the charge was in fact authorized.By this point, Amazon had already removed a lot of my account information: My profile picture, saved payments, subscriptions, and my ORDER HISTORY. While I'm glad they are proactive about security, Amazon has never re-instated my account despite my several requests. On Friday, December 15, 2023 at 9:40 AM PST, I placed an order for a few items, totaling $151.53, and I cannot return those items because Amazon had removed them from my order history for "unauthorized activity". To be clear: I had received these items before December 25th when this issue occurred, and I wanted to return as they were not ************* for my small apartment. (Order #s: ***-1961479-9692214, ***-9093780-1776221)Despite being told I would have a specialist team reach out to me in ***** hours, I never received a message via email or by phone. I have attempted to reach out today to speak with a supervisor, but the phone agents kindly let me know there is no one they can transfer me to so I could get more imminent answers. The phone agents cannot see the items I purchased or their amounts. This information is "suppressed", they say.I am currently waiting for another callback from the specialist team and hope to hear from them soon so we can get this resolved.
Business Response
Date: 04/03/2024
Hello ******,

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

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and taken necessary actions on the order and they have restored the orders mentioned in complaint as well as your account.

Order ID: ******************* was cancelled and rest assured you were not charged for the order.

Return labels have been created as exception for items from order 112-1961479-9692214 and 112-9093780-1776221 on March 31, 2024.

Once the carrier has received your package, it can take up to 14 to 30 days for us to receive and process your return. Check on the status of your return by visiting:

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

You can find information about returns and refunds by visiting: *******************************************

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

Our customer's satisfaction and their convenience is very important to us above all else, it's the foundation on which our company was built. Be assured that we'll continue working hard to ensure that you receive accurate service, and also to minimize the chances of anything like this occurring again.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:03/28/2024
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.
The issue in question is H*2*7*4*8*7***4*0*1*1Hs inability to reel in their fulfillment and distribution center that has a very well known track record of being the worst center in the state! Highly low rated on ****** maps with plenty of negative reviews making serious complaints. Ive attempted to reach H*6*6*7*0*5*2*7*8*9Hs executive customer service team and have yet to hear back as of this writing.A quick break down. The center location is in. ********** *****. This location if it processes a package for same day it usually arrives 1 to 2 days late at max * days late. So this center isnt ever on time. They have a track records of lying. For example saying they handed the package to someone directly when actually they just dumped it at the front unsecured and ran. They refuse to call to get the gate opened when its closed. They refuse to follow instructions. They basically promote package theft by means of dumping and running. What I mean is they get to the front they see gate closed they drop it in the front and run. The front isnt secured. Its in the open. Thats why the property has a locker system. Secondly they seem to have a thing with with apartment complexes where either they try to deliver very late or very early. They ensure that they will not be able to get in and cause shipping delays. Ive indicated to H*2*7*4*8*7***4*0*1*1H before that it would be good to not be forced to use H*2*4*0*2*2*5*0*1*0*2H shipping. And have the option of a carrier that actually does the job right but H*2*7*4*8*7***4*0*1*1H refuses to work with other carriers for H*2*4*0*2*2*5*0*1*0*2H customers. You only have the H*2*4*0*2*2*5*0*1*0*2H shipping option. Here is the thing. If the pack comes from ****** center its always early and nicely packaged. If it comes from ********** or ********** for the most part no problem. But when it comes from ********** its guaranteed headaches. And I just want them to investigate this! Because its frustrating as heck.
Business Response
Date: 04/13/2024
Hello *******,

I'm Sahitya 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 that you have been trying to reach out the Executive Department.

I regret to inform you that no escalation with your email address related to your account has been filed by the Executive Department.

I'm sincerely apologize for any inconvenience caused by delays in your orders. We've verified the reported orders, most of them were received on time. However, unexpected delays may occur to various processes, and we apologize for this.

We are committed to improvement, which is why we highly value you feedback. Please request to our representatives escalate your feedback by using Amazon.com Help pages (**********************************). Hold your mouse over "Need More Help?" then click Contact Us.

Please be assured that we want to make your experience at Amazon.com as enjoyable as can be. That includes answering any questions you might have about delivering.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 04/15/2024

Complaint: 21501976

I am rejecting this response because:
The way I normally file requests with your department is sending an email to your founders email address. Normally it takes a few days then I get a response saying that the email was forwarded to executive support. This time email was sent and I never got any response.
The reason for such escalation is that I had a total of 15 orders that were delayed. And on the 15th order Amazon lost me a s a prime member. That is 15 times reaching out to your support. 15 times being frustrated and 15 times being promised this will never happen again to turn around and it happens on the next order.
Ive had a long long long history with Amazon and over 50 escalated complaints to your department if not more where Amazon continually made false promises that this would never happen again and yes through out the years the problems still exist.
this is why I submitted this BBB compliant. To ask what will it take for Amazon to finally put an end to this once and for all. Its been years of this hundreds if not thousands of orders Ive made that were delayed, lost in transit, damaged, etc.

Prime logistics and shipping is horrible. Has a track record of being dead last when compared to other logistics company such as a ***** and *** who are so far ahead of prime shipping. Yet Amazon decided to end its contract with these carriers to force customers to deal with the worst quality of shipping to ever exist.
Have a binder full of dates and times and copies of correspondence from Amazon as proof that Amazon simply doesnt care to fix the issue.
its simple. Here where I live you have one single problematic warehouse and shipping center if you guys invested this center and made chances more than likely problems would end. But no. You keep routing packages through this center and this center keeps being the source of shipping problems. Then your support lacks the tools to help so they cant do much about it and customers cant cancel and cant get the packages when they need it. Ive tried everything to avoid that center because when it ships from one of your other centers it always arrives correctly and on time. But every time it ships from the problem center its a guarantee to be a customer support escalation with an angry customer because that center keeps going unchecked.
You want this to stop its easy. Become better than ***** and *** and prime shipping will be the gold standard. Right now prime shipping is the source of the worlds major frustration from a company that doesnt want to fix to because it works just good enough.
This is why I reject the response. I did send the escalation and I was ignored. I did chat with support multiple times but they couldnt do anything and made countless false promises of the problem never happened again and one after the other it happened 15 freaking times.
trying to call your logistics department used to be an option you guys have taken that option away. We cant call them no more and track a package.
See what I mean? You ripped away every option I had possible to find a solution and instead you forced me to not have options. And thats a prime way to ***et customers and cause escalations.
If you guys cared enough then this problem could be resolved and ended with an accepted resolution. But no its amazons way or the highway. So I reject the solution.

Sincerely,

***************************
Initial Complaint
Date:03/28/2024
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 was sent a used air filter from Amazon, it arrived scratched and *****, so I returned it February 23rd. Over one month later and they have the air filter, however refuse to process a refund til I send a photo of my ID. I have asked 7 employees why I need to do this, most just say Amazon is trying to protect my privacy. One employee told me that it was necessary to verify that my refund will go directly to the payment method associated with my account. I tried to ask how having my ID could accomplish that that but I was closed out of the chat. I request that my refund be processed for the faulty item sent to me with out needing to send personal and sensitive documents to a random third party verification system as they state in the email.I have included supporting documents.Thank you,***************************
Business Response
Date: 03/30/2024
Hello *******,

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund.

We may also request additional information before granting your request. Amazon takes all security-related matters very seriously and your account security is our top priority.

Please submit your ID in the link sent to your registered email address and rest be assured we have policies and security measures in place to ensure that your personal information remains secure.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:03/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I owe $375.26. I tried to pay the full amount using my bank credit cards. Amazon will not let me do that. Further, my account is in good standing with no late or missed payments and Amazon has lowered the credit limit by 25%.Both of these actions by Amazon are not for the customer (me).
Business Response
Date: 03/30/2024
Hello Jack,

I'm Sahitya 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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I'd love to assist on this, however, I wasn't able to find the card you asked about on your complaint. Please write back with last 4 digits of the card in question so we can review and assist you further.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 04/02/2024
8531
Business Response
Date: 04/04/2024
Hello ****,

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

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and responded as below:

"Please advise customer to contact their bank about making the monthly payment and increasing the limit since this transaction is directly with them.

If there is an order ID where the payment method is failing, we can look into it, but not for cc payments that go to the bank.

If you need assistance with any particular order, please write back with order ID so we can review and assist you further."

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:03/28/2024
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.
Here we are again! I ordered another ******* cup for my other nephew's birthday on 03/25/2024 and it said that the cup would be delivered to my nephew on 03/27/2024. When I checked the status on the Amazon webpage, it says that it will be late because they just shipped it on the 27th. Now the cup did not make it there on the 27th, nor will it make it there today... maybe tomorrow. If you review the attached, you will see that per AMAZON that it was supposed to be there 03/27/2024 - however they held on to the shipment on purpose for reasons that they will not tell me... even though I paid for my Prime Membership that states that I will get 1-2 days deliveries - breach of contract. I also paid for the item. There was no good reason for them to hold the shipment back and they take absolutely no responsibility for this... they just do not care! What is the point of having a prime membership with them if they are not going to abide by what the contract says?
Customer Answer
Date: 04/02/2024
The order number was on the documents. The order # is 111-9651555-9934628
Business Response
Date: 04/04/2024
Hello ****,

I'm Sahitya 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 sincerely apologize for the inconvenience caused with order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

I've reviewed the order and see it was delivered on March 29, 2024 instead of March 27, 2024. Please accept our apology for your recent late deliveries, and rest assured that this is not the kind of service we want to provide our Prime customers.

When a product is not readily available at nearest facility center, we try to ship it from different center which could cause delay.

We would never want to disappoint a valued customer like you and we always endeavor to assist our customer with the best of our service so we can ensure that we fulfill all of their needs, however sometimes we fail to do so due to factors out of our control.

I've forwarded your feedback towards "Opportunity of Improvement" and we would definitely work on it and ensure no such inconveniences occur in future.

As an apology for the inconvenience caused, I've issued a $5 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.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 04/04/2024

Complaint: 21501659

I am rejecting this response because: You guys are ridiculous and take no responsibility for your mistakes.

Sincerely,

*********************
Initial Complaint
Date:03/28/2024
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.
On February 1, 2024 I bought a drone with order #***-9812505-8053039. The drone had "toilet bowl" issues so I returned it. I returned the drone using *** tracking # 1ZE93W519069890269. *******, an amazon representative told me on 3/28/24 " Since this item wasn't scanned by the carrier, and more than 30 days have passed, we're unable to issue a refund or assist further." When you look at the tracking number on the *** website it shows as delivered. I returned two items in one package and Amazon refunded me for the other item (a remote id) which was attached to the drone! Now they do not want to return the damaged drone nor do they want to issue me a refund.
Business Response
Date: 03/30/2024
Hello ***********************,

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 reviewed your complaint and I see that refund of $435.49 was issued on Friday, March 29, 2024 to your original payment method for the drone.

We have sent you Email regarding the refund confirmation on Friday, March 29, 2024 at 9:39 PM (PDT) with subject Refund on order 111-9812505-8053039, please refer to that for more information.

I apologize for the inconvenience this has caused. Thank you for your understanding.

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

******
Amazon.com
*****************************
Customer Answer
Date: 04/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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