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

59,772 total complaints in the last 3 years.
21,213 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:03/26/2024
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.
Dear BBB investigators, I am writing to you because Amazon has closed my business (storefront name UPRproducts, Amazon seller login email: ********************* and is holding my accrued funds. Despite repeated appeals and requests for help, Amazon is refusing to consider the information I have provided. To put it simply, we have a good selling history, but one item we sold was removed for violating the Clean Air Act. The product was not created, nor intended to violate air pollution standards, and would only do so if used in a manner for which it was not intended. We tried appealing to Seller Performance, but frankly, we did a bad job of explaining the situation. They blocked our account. By the time we created appeals that made more sense and fully detailed the problems, they had already stopped reading our letters. We totally acknowledge that we made a huge mistake by selling any product that was intended for off-road racing, which has an exemption from the Clean Air Act. We have offered to not list any product that could be misused by someone who wants to break the law. Most frustrating of all is that Amazon refuses to work with us, speak to us, or even acknowledge the appeals we have sent to them. It is baffling to us that Amazon would shut down a $1,600,000 business and hold its funds based on a single item. Can you help us in any way? We would be deeply appreciative. Thank you,***************************** *********************
Business Response
Date: 04/03/2024
Hello,

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

We took these actions because the seller was in violation of ************* Delete Kits policy.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges and placed a hold on any funds in their seller account on ***********, 2024.We notified the seller of this decision by email on that day.

The seller can see balance and settlement information in the Payments section of Seller Central. If they have questions about funds, they can send an email to *********************************************

Sincerely,

Seller Performance Team
************************************
Initial Complaint
Date:03/26/2024
Type:Delivery 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.
As an Amazon Prime customer for over four years, I have never experienced any issues with lost packages until now. I recently placed an order #***-1626826-2494658 for a ******* phone with an expected delivery date of Friday, March 22nd. Despite being at home all day to receive the package, which required a signature, I received a notification that delivery had failed due to a supposed dog hazard later that night. However, I do not own a dog, leading me to believe that the delivery was attempted at the wrong address. I promptly left a note for Amazon explaining this discrepancy.The following day, I remained home all day expecting the package, yet it never arrived. Astonishingly, the tracking information indicated that the package had already been delivered. Contacting Amazon for assistance, I was advised to wait until March 25th, as the package might still show up. However, on the 25th, the package was still nowhere to be found.Upon contacting Amazon once again, I was informed that they could not send a replacement without a police report. I promptly followed their instructions, filing a report with the police and providing Amazon with the report number. Despite complying with their request, Amazon claimed they were unable to assist me based on the provided report. Frustrated by their lack of cooperation, I visited the police station once more to obtain another report.At this point, my patience has worn thin. I demand immediate action from Amazon to either locate the package or issue a refund. I have diligently followed all their instructions and provided all necessary information, yet they continue to waste my time and inconvenience me with repeated trips to the police station. I expect a prompt resolution to this matter, as well as a refund for the lost package. Otherwise, I will take my business elsewhere and also take this to small claim court, as Amazon has demonstrated a disregard for their loyal customers. Attached are copies of both police reports for your reference.
Customer Answer
Date: 04/02/2024
It's been a week, no one contact me from Amazon or through BBB portal
Business Response
Date: 04/10/2024
Hello Cuina,

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.

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.

To help you with this, I've processed a full refund of $1,781.99 to your Visa.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

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

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 04/10/2024

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Initial Complaint
Date:03/26/2024
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.
I returned two items to amazon:original Order # ***-1992256-1339404 item #1: ******* Galaxy A15 5G A Series Cell Phone, 128GB Unlocked Android , USD ****** Item #2: FNTCASE for ******* Galaxy A15-5G Case ***** I shipped BOTH items back in ONE box.I placed one *** shipping label on the box, with tracking number 1ZE93W519073315659 I placed the 2nd *** shipping label into the Box, with the Phone and the case, as the instructions on the label stated: Tracking number 1ZE93W519073315793 Amazon is claiming they only received the case, even though I included the return authorization label in the box with the phone, as the label itself says to do.
Business Response
Date: 03/27/2024
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to refund for order ******* Galaxy A15 5G.

After careful review, we've received only ******* Galaxy A15-5G Case as per the return confirmation on tracking 1ZE93W519073315659. We recommend to return the items separately as per the label assigned. Looking at the details we see there are 2 separate orders, which includes different labels for return.

It is recommended to return the items as per the labels assigned separately for both the order 111-1992256-1339404 and 111-0156576-8050612.

At this moment, we are unable to issue refund for ******* Galaxy A15 5G, as there is no confirmation of receiving the item at our ************************.

Thanks for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/26/2024
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.
On March 24 2024 I ordered a sweater for my wife for her birthday , supposedly 1 day yesterday I get an email its going to be late coming on the 26 instead of the 25th. Today Im the morning I see it go from ***** to ********** ************* to a facility at 6:37 am. I know its not coming today when I call because its not even on a truck. So I chat instead of calling and a guy tells me he will give me a 5 promo and now its not coming until the 29th? But now all the previous tracking history for the order is erased where it says it was in ***** and ************* I want a refund for order Order date Mar 24, 2024 Order #***-5483509-7178658 Order total $33.99 (1 item)And also for one that supposedly is supposed to be here tomorrow but yet again in ***** it wont be here tomorrow. Im done with their games I dont want a promo code you can cancel them both because they wont your customer service and refund to original card. I dont want an Amazon credit I want a refund to the credit card !This is the other order you can refund Order date Mar 25, 2024 Order #***-6984321-1672248 Order total $45.55 (2 items)
Business Response
Date: 03/27/2024
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.

I've reviewed your complaint and I understand your concern regarding refunds for both the orders.

After reviewing we have issued full refund of $45.55 and $33.99 for both the orders on Wednesday, March 27, 2024.

Refunds were issued to the original payment method, it usually gets processed within 3-5 business days from the issue date.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:03/26/2024
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.
My account was closed without a proper explanation. I have prepaid a year of membership and have been a loyal customer for 5 years. I prioritized this platform for purchasing, especially for the electronics. I purchased a laptop that was lost but found. While I had a replacement shipped confirmed by the customer support, I reached out to start a return on a replacement item as I got both. A few days later account was closed sith some gift card amount on my account.
Customer Answer
Date: 03/27/2024
Additional email conversation
Business Response
Date: 03/28/2024
Hello Yuliia,

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.

I reviewed your complaint and I understand your concern with regards to your account

I just checked and see that our account specialist team has restricted your account only to ********************** purchases and any physical orders will be automatically cancelled.

This is due to multiple violations of our returns and refund policy.

To appeal this decision, request you to reply on the email that you received from our specialist having email address "****************************"

Unfortunately our specialist teams decision is final and we are unable to override their decision about your account.

Thank you for your patience and understand.

Regards,
*****************************.
Customer Answer
Date: 03/28/2024
Recent response from Bbb amazon mail. The suggestion that they have to communicate with their ofc mail seems to be automated, hence don't see any kind of action coming out from there
Customer Answer
Date: 03/28/2024

Complaint: 21490222

I am rejecting this response because: this doesn't show my case review and investigation that actually happened. It seems like I am being punished for being an honest customer And returning and extra package.

Sincerely,

Yuliia Kitkailo
Initial Complaint
Date:03/26/2024
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.
Order some cog threads from amazon in Feb 2024...they came damaged and will be expired in September seems like something ran over the package..contact them multiple time and been hung up on my their incompetent rude customer service agents from ***************..eventually spoke with someone that happen to speak some English and try to solve the issue..told me he'll be sending me an email and I should submit pictures of the damaged product which I did..call them back to ask if they recieved the pics another rude incompetent *********** agent said no I need to send the item back which I did on Feb 22nd via FedEx..call them on the 26th their rude incompetent customer service have no idea or know what I'm talking about because most read or speak english..said there's no documentation of this and hung on me three times..would like my refund or take Amazon to small claims court for my money and inconvenience..
Business Response
Date: 03/27/2024
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.

I'm sorry to hear that the damaged items were delivered.

I've checked and see the replacement order was already created for this item. In this case, you need to return both the items in order to receive a refund for them.

We've created a return label for you. Please follow the link below to print your mailing label:

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

This page contains instructions on printing your label, preparing your package for return shipment, and finding the *** drop-off location nearest you.

If you don't have a printer, you may want to ask a friend or family member to print this for you. Also, public libraries usually have computers and printers you can use--often free of charge. If you're unable to print the label, please write back to us to let us know:

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

You can track your return on its way back to us here: ***************************************************************

Thanks for your understanding.
Customer Answer
Date: 03/27/2024
These poorly run incompetent company don't seems to have documentation that I have already sent them the damaged item on the 22nd via fedex..this is there way of taking you in circles and inconvenience..I'll be contacting the attorney general office in the morn and after I'll *** them in small claim for inconvenience..
Customer Answer
Date: 03/27/2024
This stupid poorly run company contact me and request I send back both package...first of all there was a first package they send the item would have expired in a few weeks and they told me to disregard them and then they sent a replacement..the replacement came damaged as if something ran over the package they told me to submit pictures which I did then some of their rude incompetent barely speak English customer agent said I should return it the Sent a shipping return label which I send back package via fed ex on 22nd but these morons don't seems to have documentation of this and they would rather inconvenience you ..which I'm sick of and come tomorrow morning ill be reporting this incompetent company to the attorney general office..these fools are sending me remoturn label which I've already done ..I can see this is going to be a long procedure and I'll be taking legal action at small claim court in a few day!
Customer Answer
Date: 04/03/2024
What are you talking about close I haven't hear back from that dispicable company..I've return that package two weeks age via ***** didn't get a tracking #..according to fed ex they change tge policies to suit them instead of your return package going to the company the next day or day after it put in an Amazon box only when the box ID fill it goes to Amazon if box take 1-3 months to fill so be it for the customers .the tracking # is on the box..the company is poorly run they can't seems to tell that I've sent the package weeks ago..I was email by someone from outside the country telling me he sent me return label and I should send 2 packages and I only have one package the first package that was expired was told by their customer service to disguard of back in end of January and they sent me some replacement... its was more than one that came expired sent them the pictures of the expired items..it's been weeks and I haven't heard anything!!
Business Response
Date: 04/15/2024
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'm sorry for any misunderstanding.

I completely understand your concern about your return. As mentioned earlier, you'll not receive a refund unless you return both the packages. Unfortunately, we won't be able to take any action from our end.

We hope to see you again soon!
Customer Answer
Date: 04/16/2024
I've report them to the attorney general office..this is not the only issue I've had with this company..I have pictures of the original items items that was expired and they told me to dispose of back in Feb then they send me a replacement in March with that package damage as if something ran over it...I had to made a report to the attorney general office because I've sent their damage product back months ago and I didn't get a refund..there's no tracking according to *** the tracking is on a big Amazon box for returns so if the box take 1-3 months to full only then it's return to amazon and so be it for the customers there's no tracking.. and I also order some other products recently came with seal broken its a vitamin..they told me I can't return or get refund..but then they wrote me an email that they may consider a refund if I send them a copy of .my drivers licence..this poorly run company only employ people from other countries this idiot that's emailing is from another country..why would amazon want my drivers license to sell my identity..the company..send it don't have a glue where it's going either to some call center facilities in ***** or ***************..im will be suing them for inconvenience it's been a months and there's no tracking!..and I can't get my money for both items!
Customer Answer
Date: 04/16/2024
I've made a report to the attorney general office a few days ago..this is not the only issues I've had with this company..I've return that item a months ago via ups..got no tracking was told my the agent that Amazon have changed their policies..Amazon got a big box for all their returns only when the box is full that it goes to the Amazon facility and that box is got the tracking # and if it takes 1-3 months to full so be it for the customers..also I recently purchase some items in April..one of the item had a broken seal and it's vitamins..they told be I can't return or get refund..when I hung up on them they sent me an email stated they may consider a refund if I send them a copy of my driver's license..don't know why ********************** would need my D/L..this company is poorly run..all they people they employ is from another country..the idiot that they put on this matter is outside of the country and doesn't seems to understand english..because if he did..I was told back in Feb when I first purchase the items and they came expired was told by their customer service to dispose of the items back in feb I even submit pictures and they sent me replacement in March.however I don't trust or know why Amazon would want a copy of my ID to sell my identity..sending my ID could end ** in a call center in ***** or ***************..so I made a complaint to the attorney general office in ******* as well!
Initial Complaint
Date:03/26/2024
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.
I have been getting charged a prime LT35 fee since July 26th 2022. I have never approved this charge. When speaking with a representative today on March 26th 2024 on Amazon, after looking into this charge, she told me that she was able to process a refund for this charge, but only for 6 months. When I told her I wanted a refund for every charge I have been charged all the way back to the first charge, she told me her limit for a refund was six months. and then she told me I have applied for a discounted prime membership. That is true, I am a student and have a student account. However, I do not see how that applies to this random charge that I never approved, and she couldn't even tell me what it was and what it was for. Then she said she will process the refund for 6 months, showing that she knows it isn't a valid charge and I should not have been charged this. I want a full refund from amazon and for this to be further investigated. On reddit when I initially looked up this charge, there were many others saying they were being charged this random charge without ever approving it and were also granted a refund. I feel amazon is charging this random fee from many people without their knowledge, which is why they know it is wrong and suggest a refund once it is brought up. I feel I deserve a full refund from this company.
Customer Answer
Date: 03/26/2024
They have refunded me for the 6 months, apparently my subscription changed to monthly instead of annually without my knowledge of this, and they did offer a refund for that.
Business Response
Date: 03/27/2024
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.

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've reviewed your account and I see Discount prime is active in your account and 6 months were refunded as exception.

I've sent you an email notification with instructions for self cancellation. Please follow the steps for self cancellation as prime is set to auto renew by default.

As for past months refund, I see benefits were used in 2023, due to which unfortunately we are unable to refund rest months.

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:03/26/2024
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.
This complaint is for Amazon Freight, the company's representative we spoke to on the phone, and the driver assigned to Shipment ID ************ on March 26 2024. Our experience with this shipment was highly unsatisfactory, and we believe it warrants further investigation.On the scheduled pickup date we were expecting Amazon Freight to collect our shipment as arranged. However, to our surprise, the pickup was canceled without our consent. Despite the presence of the driver with a 53' trailer at our location, we were informed that we needed to load the pallet onto the trailer ourselves and push them to the end of the trailer.We expressed our concerns to the driver, explaining that we had previously shipped pallets through Amazon Freight without being instructed to load them in this manner. After a discussion with the dispatch center, we agreed to load the pallets and arrange them as requested, but only for the current shipment. Despite our willingness to cooperate for this instance, the driver abruptly informed us that the pickup for the day would be canceled. This decision was made without our consent, and the driver proceeded to ignore our questions and attempted to leave the premises.The level of service provided by both the driver and the company representative was unacceptable. They intentionally delayed our shipment. Additionally, the Amazon policy regarding goods transition from marketplace sellers to their freight service appears vague and inconsistent.Furthermore, we have concerns about the training and professionalism of some of Amazon Freight's drivers, as evidenced by this incident. Despite us paying the standard freight charge of $557.56 for this freight service, the quality of service received does not match this value. Therefore, we demand reimbursement for the inconvenience caused by the delayed pickup and the poor service provided. Entire incident has been documented by our security camera and cell Rep's name: LiLi ******* ***************************
Business Response
Date: 04/16/2024
Hello Team,
We understand that Selling Partner is requesting reimbursement for the inconvenience caused to them for the pick up of inbound shipment id: ************.
We apologize for the inconvenience caused in this matter, however as per per our reimbursement policies we will be unable to reimburse the Selling partner.
Reimbursement can only be provided in instances where a shipment is lost/damaged or any harm is caused to the products in the shipment while inbound to the Amazon warehouse.
In this case we see that the shipment was picked up and sent to the Amazon warehouse.
However, we have taken note of the instant reported by the Selling partner and feedback will be shared with the concerned Team.
Regards.
Customer Answer
Date: 04/16/2024

Complaint: 21489786

I am rejecting this response because: While we appreciate your acknowledgment of the situation, we would like to further address our concerns. Although the shipment was eventually delivered to the destination, it was significantly delayed due to the incident. This delay had a direct impact on our sales and caused disruption to our operations.
We understand your reimbursement policies, which primarily focus on instances where shipments are lost, damaged, or harmed while inbound to the Amazon warehouse. However, we believe that the delay and disruption caused by this incident warrant compensation beyond the standard policy.
The discrepancy between the value of the service we received and the amount we paid is a significant concern for us. We respectfully request a reconsideration of our request for reimbursement, taking into account the impact on our business and sales.
Additionally, we would appreciate further clarification on how Amazon plans to prevent similar incidents from occurring in the future. Understanding the measures being taken to improve the reliability and efficiency of inbound shipments will help us feel more confident in continuing our partnership with Amazon.
We look forward to your prompt and favorable response to our concerns.
Thank you for your attention to this matter.

Sincerely,

*****************
Initial Complaint
Date:03/26/2024
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 have returned 2 items from order number 111-9315861-9045037 but today on 3/26/2024 i received an email from amazon asking me to return one of the items or they will charge me again for the item but i already returned the item to amazon a long time ago and i called amazon customer service and they started accusing me of fraud and asked me to send my identification so i uploaded my drivers license to them . This is very poor and shady customer service and ********************** should not charge me again for an item I returned to them . Both 2 items were returned back from the above order number and I do not want amazon to retro charge me again for an item I returned back to them
Business Response
Date: 03/27/2024
Hello Basma,

I'm Pratap 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 issue you have shared with us regarding the refund for the returned item "Young Dance Self-Stick Instant Cabinet Drawer Pulls".

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Customer Answer
Date: 03/27/2024

Complaint: 21489593

I am rejecting this response because:the business has provided the wrong information. I returned 2 items to Amazon and now they sent me an email saying I need to return the second item or they will charge me again for that item but I already returned both 2 items to kohls more than a month ago and usually kohls loses things or never ships them but as for me I have a receipt from kohls and a tracking that shows item delivered back to Amazon so Amazon should not charge me again a retro charge for an item I returned back to Amazon . The customer service I talked to was stupid and did not understand what was going on because she is incompetent and stupid and unprofessional. The item was RETURNED BACK TO AMAZON THROUGH KOHLS AND AMAZON SHOULD NOT NOT NOT NOT CHARGE ME AGAIN FOR AN ITEM I RETURNED BACK TO THEM . THIS IS UNETHICAL AND ILLEGAL AND SHADY BUSINESS FROM AMAZON . Amazon sent me an email yesterday saying they will retro charge me on 04/05/2024 if they dont return an item I dont have and they have it because I returned it back to them . I am trying to avoid Amazon retro charging me again on 04/05/2024 according to their email .

Sincerely,

***************************
Business Response
Date: 03/28/2024
Hello Basma,

I'm Pratap 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 issue you have shared with us regarding the refund for the returned item "Young ***** Self-Stick Instant Cabinet Drawer Pulls".

Please call us from the link included below and the appropriate team will be able to assist you further once the ** verification is done.

Here's a link to our Contact Us page:

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

Thank you for your understanding.

Regards,
Pratap
Customer Answer
Date: 03/28/2024

Complaint: 21489593

I am rejecting this response because:I do NOT know or understand why Amazon like to play around and not get this issue resolved. They NEED TO CANCEL THE ***** CHARGE ON AN ITEM I RETURNED BACK . They cannot double charge me for an item I returned back . I paid for the item then I returned it back and they refunded me but NOW THEY WANT TO CHARGE ME AGAIN FOR THE RETURNED ITEM WHICH IS UNETHICAL AND FRAUD AND IMMORAL. They have the item back and I do not want them to charge my card again as their email states . Amazon SHOULD NOT REBILL ME OR CHARGE ME AGAIN FOR AN ITEM I RETURMED BACK TO THEM AT KOHLS RETURN CENTER AND IT SHOWS DELIVERED BACK TO THEM . Amazon admitted that they received the item back so why double charge me for the item ???????? That is stealing
Amazon employee is playing a game and not tackling the issue

Sincerely,

***************************
Customer Answer
Date: 03/28/2024
Please do not close this complaint. Amazon received back my return but they sent me an email that they are charging my account again for not returning the item but I did return it to their return center at kohls a long time ago
they will charge my account again on 04/05/2024 as their email stated and I do not know what else to do . Amazon is stealing my money . Please help
Initial Complaint
Date:03/26/2024
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 March 5th 2024, Amazon delivered a package to my property on ************* The parcel was ordered by my girlfriend (***********************) for delivery to my address. Intelcom (Amazons third party delivery courier) arrived at the property to the deliver the parcel.Order #: 701-8857401-8641039 Track #: INTLCME542799899 There's a small drainage ditch between my and my neighbors driveway that water drains from the spring thaw. While there exists an Right of Way easement for the 3 properties entering the driveway, all 3 properties have separate driveways leading to our respective properties.The Amazon/Intelcom driver seemed to have either taken the wrong driveway or tried to reverse/turn-around through the drainage ditch between my and my neighbors property and got his 2 front tires stuck in the mud. He continued on the accelerator until both of his tires were sunken up to the bumper of the delivery vehicle (white dodge caravan). When I returned from work, the delivery vehicle was left parked in front of my garage, still running with no driver present. I received photos of the incident from my neighbor, who witnesses the driver getting stuck and proceeding to try to force his way out of the hole, damaging what is assumed to be the transmission of the delivery vehicle. A tow truck arrived to pull him out of the hole, pulling him perpendicular to the direction of my driveway and further damaging the driveway. Tracks could be seen from both the tow vehicle and the delivery vehicle, leading to the location that the vehicle was left unattended. Several hours after I arrived to find the van and the damage, a flatbed tow truck arrived to pick up the van. The repositioning of the truck caused additional ruts in the driveway and grass. Several claims were opened through Amazon/Intelcom and its affiliates (ARC) with no resolution after 22days. The driveway is currently not useable and local contractor quoted approx.1800$ to mobilize the equipment and soil to fix and compact.
Business Response
Date: 03/27/2024
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'm sorry for any misunderstanding.

I understand your concern about the delivery of your recent order, but you're referring to the third party carrier (INTELCOM) who has delivered the package. In this case, you need to contact them directly with your concern and they will be happy to help you. You're also welcome to approach your local authorities to file a claim against them if they're unable to help.

******************************************************'t%20recognize,value%20of%20the%20delivered%20packages

We hope to see you again soon!
Customer Answer
Date: 03/27/2024

Complaint: 21489334

I am rejecting this response because:
Hello there *****, while I do appreciate the timely response, I am rejecting the response that I must contact Intelcom directly with my concern. Here is the order of events to explain why I think this is not an appropriate response to close the complaints:

-March 5th - Incident occurred on property.
-March 7th - Evidence gathered and reported to amazon via cs-****************************** This was the requested form of communication that was provided via Amazons customer service chat platform when contacting amazon regarding the property damage. A email was followed up by amazon asking for additional information. This was provided with no response from escalation team apart from standard automated apology email. No claim ID provided.
-March 11th - Second new claim opened regarding same incident after further replies to the first claim were ignored. As was done above, all information provided including photo evidence. Once again, no response from escalation team apart from standard automated apology email. No claim ID provided.
-March 14th - Contacting Amazon **************** via chat platform resulted in Amazon claiming that the claim was not followed up because it was submitted with email that was different than the email on the original order (************* account was used; her email was included in the cc for both correspondences above). We had submitted the claim using my email because my property was the one damaged ************************** but ensured to leave Manon **** on the messages above.
-March 14th - Third new claim opened regarding same incident. This time, claim was submitted by ************* email *************************** Same exact result as before: Request for additional information provided by Amazon, Information provided by ***** (a third time) and once again, no response from escalation team apart from standard automated apology email. No claim ID provided.
-March 14st - We contact local contractor (************************ Trucking) to see if he could come assess the damage to the property to get a better idea of cost of repair to further assist the claim.
-March 21st - Contractor comes to the property and provides quote for repair, stating that Granular and Top soil will be required and that a backhoe loader would be required to dig/level and compact the area. Quote includes cost of equipment, soil and labor.
-March 22nd - Contacted Amazon via customer service portal requesting a call-back from Customer ******************** Representative. Amazon Rep claims over the phone that the claim was not moved forward because the courier was Intelcom. No additional correspondence was sent to myself or ***** regarding this information. Amazon rep suggests we call Intelcom via number: ************** and ask to speak to a Property Damage Claim Supervisor. Asked for Tracking ID for chat this time since no clear claim number was ever provided by Amazon on the last submitted claims that were largely left unanswered (Ticket ID: ************. First real progress in claim...
-March 22nd - Intelcom contacted via phone number above. Intelcom representative takes down our information and tells us that a Supervisor will return our call within 30mins. Never received call back from Intelcom.
-March 22nd - Amazon contacted again to discuss that since no orders were made through Intelcom by myself or ***********************, it is illogical to expect the Amazon customer to contact their third party contractors/subcontractors. Amazon assures us that an ********* will be filled, since no call-back or response was provided by Intelcom.
-March 22nd - Claim #AMZ2024298547 created through Amazon ARC Portal. Information/evidence uploaded via this portal (for 4th time). Note added to ARC Representative that the wrong last name was used for Claimant (***********************).
-March 26th - ARC Representative comments that an Amazon Flex driver was responsible and forwards the claim to another department, even when it was specified to the adjuster by email that Intelcom was the courier.
-March 26th - Claim #FLX202476502 created for the same incident. No Response.
-March 26th - BBB complaint filed.
-March 27th - BBB complaint responded once again with the need to contact Intelcom. Form submitted to Intelcom as requested using the provided link.

With this timeline of events summarized, it is unacceptable to me as a response that it required Amazon 18days (and what seems to be be 6 claim correspondences to Amazon and its affiliates) to advise us that Intelcom needs to be contacted directly again. I will once again specify that at no time did we contact Intelcom for a service. The delivery was purchased directly through Amazon. It should not be the customers responsibility to chase after a claim through a third party contractor/subcontractor when the order was made through the Amazon business. This is especially true when the third party is reluctant to send further correspondence to assist with the resolution of the claim and when it had been over 2.5 weeks since the time of the incident. It is clear that Amazon and Intelcom are both prolonging the claims process in the hopes that they will not independently need to deal with the damages.
The Intelcom claim form that you have provided was filled out and submitted to Intelcom as a curtesy today (March 27th: as can be seen in the attachments, no claim number was provided). If this is not resolved internally through Amazon and Intelcom within the next 14 days (which is exceeding a 1 month timeframe following the incident), I will proceed to filing this claim through ******* Small Claims Court. I will also be looking at providing the photo evidence and summary of events to local news organizations to either help with the resolution of the claim and/or to educate other customers regarding the difficulty of Amazons claims process (Sudbury Star, ******* News, CTV, *** and *********** to name a few).
One again, I look forward to hearing back from you soon and I will wait for a response before moving forward with the above escalations.
Sincerely,

******************************* (& ***********************)

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