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

59,721 total complaints in the last 3 years.
21,197 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:03/25/2024
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 returned a camera and lenses that I bought through Amazon in a single package. The item in reference here is a ********* Lumix S5II camera that was purchased on Jan 7 and was returned to Amazon via *** pickup on Jan 9th. The package was delivered on Jan 16th. Please see the attached *** proof of delivery document. They owe me a refund of $1937 plus interest. I didnt receive the refund in a week, so I started contacting amazon customer service through their app and was directed to wait for 15 days. Then again after 15 days I contacted them, and this cycle kept going multiple times till March 11, 2024. They told me to wait till March11 as it is the 60-day period and if I still havent received a refund I should contact them. I contacted them and they told me to reach out to *** for package delivery and said *** will handle it. I called *** and they said the package was delivered so we cannot do anything in return. I will have to contact Amazon. When I last spoke to them the customer support staff (multiple people) were very rude and told me they cannot refund me and wont be able to help me any further. I want my refund back and an apology for their rudeness. The business has not at all tried to resolve the issue, they were just blaming *** for their own incompetency.FYI the camera lenses were refunded without any issue so why is it so difficult to refund the camera if the camera lenses refund was honored?The order no: ***************** Tracking number: 1Z6E55402675687245
Business Response
Date: 03/26/2024
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 reviewed your complaint and I apologize that you haven't received a refund for the order#***-0319527-9570650.

Since this item wasn't received on our end and processed as returned, and more than 60 days have passed, we're unable to issue a refund or assist further.

We recommend that you reach out to the carrier that you used to return the item to Amazon.

Thank you for your patience and understanding.

Regards,
*****************************.
Customer Answer
Date: 03/26/2024

Complaint: 21483562

I am rejecting this response because:
1. The shipment contained the lenses and camera of which the lenses was refunded. That's a confirmation that the package was received by amazon.
2. I have attached the proof of delivery document from the carrier, *** in this case.

Sincerely,

Shrameeta Shinde
Initial Complaint
Date:03/25/2024
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.
I have been monitoring a product on Amazon.** for two week with plans to purchase it at the moment it went on sale. I began monitoring the product approximately two weeks ago. On March 20, 2024, Amazon ****** launched its "********** Sale". The product price remained the same (i.e., $42.60), however Amazon added a higher, fictitious price with a strikethrough (i.e., $59.00) give the appearance that the original price was a sale price. This feels slimy to me, and a form of false advertising. I did not report this to Amazon as I didn't trust them to address the issue or take corrective action.
Business Response
Date: 03/26/2024
Hello,

I'm Naveen 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 email and completely understand your disappointment regarding the issues you've had with the price of the item. It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

I have taken this as feedback so that can concerned team can work on this internally and can avoid such situation in future. We work hard to find the best prices out there and make sure our prices are as low or lower than our competitors. Also we are changing our prices instantly if we find a lower offer somewhere else. We strive to maintain low and competitive prices on everything we carry.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Initial Complaint
Date:03/25/2024
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 January 9, 2024, my wife ordered 2 outfits (order # ***-5191275-4704261 for a total of $100.78 and order # ***-4343941-9175449 for a total of $116.59). The posting clearly stated Return this item for free. You can return this item for any reason: no shipping charges. Neither fit well and she decided to return them. The returns were requested and accepted on February 5. Although purchased from different vendors, both items had very similar return mailing addresses in *****. The *** Store quoted me over $189 each to mail them to *****. Instead, I went to the Amazon website to explore my options. I have attempted to work with Amazon to resolve this issue and my efforts included over 20 emails and at least 1/2 a dozen phone calls to ***************** I first requested pre-paid mailing labels but was told that they were third-party sellers, and this didnt apply. Although Amazons return policy states:Third-party sellers must offer one of these methods for your return:Provide a return address within *****************;A prepaid return label; or A full refund without requesting the item be returned.Since I was denied pre-paid return labels, I asked for a return address within ***************** for each item. I received boilerplate emails from each vendor each with a US mailing address. I double-checked the addresses and found reason to suspect both were fictitious, I was assured by Amazon that this was not the case and to email copies of the postage receipts for reimbursement. Both items were mailed via *** on February 26 for a charge of $14.90 and $15.12 respectively. Both packages were returned by *** as undeliverable and now Im out an additional $30.02 for a total of $247.39. We now have 2 outfits that we cannot use, and cannot return. Amazon should clearly state that an item is from a third-party seller and remove the free returns from third-party postings. Also, they should honor their third-party seller return policy.
Business Response
Date: 04/05/2024
Hello,

I'm Naveen 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 got the details of the order ID: ******************* and order ID: ******************* reviewed by our internal team and got an update on the request as below:

Prepaid return labels have been already provided, Please return the items to sellers, Once the items are returned and checked refund will be issued.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 04/05/2024

Complaint: 21482781

I am rejecting this response because:
Prepaid labels have not been provided, if they had I would have gladly returned the items that way. What was provided were NON-PREPAID labels with addresses in ***** that *** quoted me 189 dollars a piece to send back. And then as your 3-Party Return Policy clearly states, I requested a return address within ***************** and was given false addresses. The items were returned to me as UNDELIVERABLE.  My next step is to file complaints with the ************************ and the ****************************** for the State of Michigan.

Please refund my money!

Sincerely,

*************************
Business Response
Date: 04/07/2024
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 got the details checked again and for the order ID: ******************* and order ID: ******************* prepaid return labels have been already provided.

Once the items are returned and checked refund will be issued.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 04/08/2024

Complaint: 21482781

I am rejecting this response because:
As I stated in my previous responce I have not recieved prepaid labels. if you sent them to me, I never recieved them. Please resend the prepaid labels and I will gladly return the items.

Sincerely,

*************************
Business Response
Date: 04/08/2024
Hello,

I'm Naveen 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 got the details checked again and for the order ID: ******************* the return labels links provided so far:

1. ******************************************************
2. ******************************************************
3. ******************************************************

and for the Order ID: ******************* the return labels links provided so far:

1. ******************************************************
2. ******************************************************

Once the items are returned and checked refund will be issued.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 04/08/2024

Complaint: 21482781

I am rejecting this response because:
None of the labels you provided are PREPAID labels! These are the labels I refered to in my origioal complaint. *** quoted me $189 a piece to return the items to these addresses, it therefore would cost me almost $380 dollars to ship these items to *****, Far more than they are worth.
Your website clearly states your policy for 3rd party returns:
Returns to Third-Party Sellers
When you order from a third-party seller that fulfills and ships its own inventory, your return is sent back to the seller instead of Amazon.
Third-party sellers adhere to the Amazon policies that are outlined in About Our Returns Policies.
Should you need to contact the seller, go to Contact a Third-Party Seller for instructions.
For information about submitting a return request, visit Return Items You Ordered.
Third-party sellers must offer one of these methods for your return:
-Provide a return address within *****************;
-A prepaid return label; or
-A full refund without requesting the item be returned.
Any of these options will satisfy me, as long as it results in a full refund including the shipping cost I incurred tryiing to ship the items to the fake addresses I was provided. The total remuneration to end the complaint process is $247.39

Sincerely,

*************************
Business Response
Date: 04/18/2024
Hello,

I'm Naveen 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 got the details of the refund reviewed by our internal team and got an update on the request as below:

we requested refund for: 112-4343941-9175449 - $116.59, for 112-5191275-4704261 - $100.78 with the total of ****** only without shipping cost.

I apologize that you haven't received a refund for the return shipping charges for H.S.D 2 Pcs Mother of Groom Dress Pant Suit Hi Low Formal Evening Gown Steel Blue and Mother of The Bride Pants Suits 3 Pieces Formal Outfit Set Evening Gowns for Women Mother of The Bride Dresses. Since the return was process was just created due to personal matter and nothing about seller or amazon's fault, we're unable to issue a refund or assist further.

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.
Customer Answer
Date: 04/18/2024

Complaint: 21482781

I am rejecting this response because:
First of all, your posting said "free returns"
Secondly, I contacted Amazon's customer service and your representative told me to ship them back and forward the shipping reciepts for reimbusement.
Thirdly, I requested a US address for the returns (after being quoted $189 a piece to ship them to *****) and the addressess i recieved were fake/fiticious/made up and when I contacted Amazon's customer service again to let them know i suspected the addresses to be fake, I was again told to ship them anyways and forward the shipping reciepts for reinbursement. And as I have stated previously, the items were returned as "undeliverable" by UPS. Thank God I didn't ship them to ***** and incur a $378 shipping charge expecting to be reimbursed.
So your claim that it was not Amazon's or the 3rd party sellors fault is catagorically and absoultely incorrect! It was Amazon's fault for listing "free returns" on the posting and telling me to ship the items and send in the reciepts for reinbursement. It was the 3rd party sellor's fault for knowingly providing fake US addresses for returning the items.
To end this matter you must make me whole by also refunding the cost of the return shipping.
Sincerely,

*************************
Customer Answer
Date: 04/18/2024

Complaint: 21482781

I am rejecting this response because:
First of all, your posting said "free returns"
Secondly, I contacted Amazon's customer service and your representative told me to ship them back and forward the shipping reciepts for reimbusement.
Thirdly, I requested a US address for the returns (after being quoted $189 a piece to ship them to *****) and the addressess i recieved were fake/fiticious/made up and when I contacted Amazon's customer service again to let them know i suspected the addresses to be fake, I was again told to ship them anyways and forward the shipping reciepts for reinbursement. And as I have stated previously, the items were returned as "undeliverable" by UPS. Thank God I didn't ship them to ***** and incur a $378 shipping charge expecting to be reimbursed.
So your claim that it was not Amazon's or the 3rd party sellors fault is catagorically and absoultely incorrect! It was Amazon's fault for listing "free returns" on the posting and telling me to ship the items and send in the reciepts for reinbursement. It was the 3rd party sellor's fault for knowingly providing fake US addresses for returning the items.
To end this matter you must make me whole by also refunding the cost of the return shipping.
Sincerely,

*************************
Business Response
Date: 04/18/2024
Hello,

I am Naveen 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.

Upon checking both the orders, The return reason created was : No longer wanted the item, Since the return was process was just created due to personal matter and nothing about seller or amazon's fault, we're unable to issue a refund or assist further.

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.
Initial Complaint
Date:03/25/2024
Type:Customer Service 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 bought two months ago two items and after not being convinced about the quality, I decided to return them. I have been waiting on a refund for a month and a half now. Each item cost me 120 dollars. I got the run around from different chat associates, and in the final message, they said Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement. I dont understand what the abnormal activity is, or are they just trying to not refund me for the items? Im also not keen on providing Amazon a copy of my license.
Business Response
Date: 03/26/2024
Hello,

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

I've reviewed your email and completely understand your disappointment with the return refund of your order. To help you with this, I request you to write back with order ID so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 04/01/2024

Complaint: 21482754

I am rejecting this response because:

In the attached document I send you the order ID so that you will be able to check this for me regarding my case.

The first order #: 113-9612824-6653013
The second order #: 113-1423270-3717007
My account name: ************************

Sincerely,

*********************
Business Response
Date: 04/02/2024
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 have provided the BBB with a copy of this message.

Thank you for providing the order ID's. I'm sorry for the inconvenience you've experienced with regards to order # ***-9612824-6653013 and order #: ***-1423270-3717007.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

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

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

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.

I refer you to check the email sent on: Tuesday, March 5, 2024 at 2:53 PM (PST).

Thank you 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.
Initial Complaint
Date:03/25/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a used iPad Pro, a screen protector for this iPad Pro, and a case for it as well. These items were meant to arrive at my home address in one package, but the iPad Pro was missing, and I had noticed that the bottom of the package had been vandalized in that it was cut open and resealed. I called Amazon to ask for assistance at this point, and they told me to file and obtain a police report so that they could take further action. I spoke to my local police station, and they provided me with an Incident Report (essentially their version of the police report) and submitted this to Amazon electronically. After Amazon had reviewed the police report, they determined that this report was "invalid" and that it was a fake police report. I urged Amazon to contact my local police station in an effort to try to get these two parties to work the issue out together, providing them with the station's phone number, but they have since refused to contact the police station, citing that the police reports they typically receive have a logo and contact information. One customer service representative even tried to convince me that they contacted our local police station and that even the police station told them that the police report that they gave me was fake, which is certainly implausible. After returning to my local police station to let them know that Amazon wasn't able to accept my report, they informed me that what they gave me was the standard police report format, and that other reports they've filed in the past in this format have been accepted by Amazon. I went back to Amazon, letting them know that the police station has nothing else to provide me, and they've since essentially told me nothing apart from "We cannot help you without a valid police report." At this point, I'm unable to do anything, so I've chosen to file this complaint.
Business Response
Date: 03/26/2024
Hello,

I'm Naveen 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 very sorry to hear about the frustrating experience that you've had recently with our team regarding your order ID: *******************. I can certainly understand your request and to help you with this, I have looped in our internal team and got an update on the request as below:

We couldn't verify the details of the Police Report you provided. The submitted report is an edited document and does not contain complete information along with phone number and addresses of police department and Seal/logo of police department.

To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after 4/5/2024. Please ensure to get a Police Report and contact back before this time.

I refer you to check the email sent on: Monday, March 11, 2024 at 4:27 PM (PDT).

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 03/27/2024

Complaint: 21482344

I am rejecting this response because: I have contacted Amazon several times, and they have sent me this exact same email when I have made them aware that I'm not able to obtain a police report that would allow Amazon to take action. They have continuously insisted that my police report is invalid and even tried to convince me that my local police station told them that they gave Amazon a fake report. While I appreciate the message, this is the exact same copy-pasted message that I have received from Amazon literally every single time I've contacted them since obtaining a police report. This standard copy-pasted email provides absolutely no aid to me and I would like a refund.

Sincerely,

*******************
Initial Complaint
Date:03/25/2024
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.
I ordered a kids jeep through a 3rd party seller on Amazon. The jeep came with missing tires, among other parts. My husband said one major part for steering was missing. The jeep weighed 84 pounds. I spend ******. I contacted them , they wanted pictures . I sent them, then they were coming up with every excuse. They said I had to pay to return it and they would reimburse me after I paid for the return. I don't trust them even Amazon reached out to them for a prepaid return slip and they refused to pay. I want them to send me a prepaid label and reimburse me for the faulty kids jeep when they receive it. But for now I need the pre-paid label. Why should I pay for an item to be sent back that had something wrong with it ?? they are a little suspicious. They are called lulilly as the 3rd company party on Amazon..they send me the name of their company and address as something called RTN service. They sent me no email., no phone, and when I look up the affress they sent me it doesn't say rtn services, it says tricoastal. Thats the phone number i provided. I think they are not reputable. I want my refund, I want prepaid slip . I will speak to any news agency and ruin them as dishonest *************************
Business Response
Date: 03/26/2024
Hello,

A full refund for the claim amount was issued to the payment method used to place the order 113-3423222-8957031.

-- Refund Date: March 26, 2024
-- Refund amount: $415.82

Sincerely,
Customer Answer
Date: 04/03/2024
Amazon 3rd part has paid the refund and I wish to close the complaint. Thank you very much for your help in this matter.
Initial Complaint
Date:03/25/2024
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.
Issue: item was ordered on sept 27 and assumed to be lost.Order date: Sep 27, 2023 Order # : 113-6648748-2532251 Order total: $849.99 (1 item)ASIN: B09RNCH612 Item:Baby Jogger City Mini GT2 All-Terrain Double Stroller, Pike Dispute was opened with JetBlue Mastercard credit card ending in 5560. Item was found and delivered by neighbor to my residence. Then I returned the item and confirmed that Amazon already received the item. Amazon agents continuously tell me that the item was refunded on Oct 12. But that was not true. Amazon app does not show item being refunded. Some day the app actually shows a message refunded issuance failed (o have screenshots). The money never got back to my JetBlue Mastercard credit card and Amazon insists in ignoring my attempts to reach out. Always answering with the same lie (money was refunded in Oct 12 back to the credit card).
Business Response
Date: 04/11/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We have requested a refund for USD 849.99 to your bank account. This refund should be posted in the next 5 business days. Please contact your card issuer for support in locating this refund.
We appreciate your cooperation in resolving this matter.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

*****
Customer Answer
Date: 04/12/2024

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. However, please advise that several agents have already mentioned this refund that has never actually gone through. See picture attached. I hope this time will be different.

Sincerely,

***********************************
Initial Complaint
Date:03/25/2024
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 March 23rd, I got an email from Amazon about a recall on a Thermalon Sinus Compression wrap that I purchased in Feb. Thankfully, I never opened it or used it. *** says the microbeads can harbor mold. Since the return window to Amazon had expired, I called to get a refund on the recalled item. Long story short, because they don't sell it anymore & my return window has closed they can't refund a $12.99 product!
Business Response
Date: 03/26/2024
Hello,

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

I am so sorry to know that your 'Thermalon Microwave Activated Moist Heat-Cold Sinus Relief Mask' was recalled and you are unable to get the refund as the order is out of return window as of now.

In this case, kindly contact the manufacturer for further assistance as I am afraid that we no longer have an option to refund this order.

For further assistance, please feel free to contact our customer support team. To do so, go to "********************** Customer Service":
*****************************************

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 03/26/2024

Complaint: 21481575

I am rejecting this response because: I didn't buy the Thermalon Sinus wrap from the manufacturer. I bought it from Amazon. When there is a recall, you take it back to where you purchased it for a refund. It doesn't matter if Amazon no longer sells it! They no longer sell it cuz it's been RECALLED!! They did sell it cuz I bought it on Feb 2nd. The return window closed on March 4th but the recall wasn't announced until March 23rd. I want my refund to my original payment method.

Sincerely,

***********************
Initial Complaint
Date:03/25/2024
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.
I placed an order with Amazon for a pair of toddler shoes on March 15, 2024 using a **** card. I received an email shortly after the order was placed on the same date as the order was placed, stating my **** credit card was declined and to update my pmt method. On March 17, 2024 I received a 2nd email stating he same, as well on March 21, a 3rd email stating the same, that I needed to update my pmt method.I did not update the payment method, instead choosing to order from another sourse. On March 21, I also got 2 4th email stating that my order had been shipped using another credit card that was on file with Amazon, a card that I did not give my permission to use. The option next to the card saying use as a backup card was not checked, therefore not authorized to be used.Amazon took the iniative to use my Discover card to complete a purchase, to which I did not consent to. I called Amazon customer service threee times, asking why was my card used without my consent and was told, the card was there in my account and ********************** used it as a backup (even though I did not check the use as a backup option box for the card), without my permission and that I would have to wait until I received the order from the seller and do a return, to have my money refunded by April 30, 2024. I do not feel, I should have to wait to be refunded for Amazon using my Discover card to complete a purchase made w/o my consent, since I did not respond to their emails requesting that I update my pmt methods. I have had previous orders where the card was declined and Amazon simply canceled the order after notifying me several times of the card being declined and they would cancel the order. This time they used my Discover card on file (even though the option box to use as a backup card was not checked) w/o my consent. I have been an Amazon customer for more than 15 years, never had a problem like this.
Business Response
Date: 03/26/2024
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 for the trouble you've had with order.

As you're already aware, since we were unable to charge your selected payment method for order ending with #****. To prevent any delays in processing and shipping your order, the charge was applied to the backup payment method we have on file for you.

To manage your backup payment methods, visit the following link:

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

On the Backup Payment Methods page, select whether you want to enable or disable this feature for your account. Turning off this feature prevents orders and subscriptions from using a backup payment method and may cause service and delivery interruptions if your selected payment method fails.

As the order has already shipped, I've reached out to seller to see if they can cancel the shipment and refund you instead. In my experience, sellers reply to customer emails within 48 hours of receiving the message. We hold them to the same high **************** standards we set for ourselves. Before I take action on the order, I want to give ************;a chance to resolve this issue.

To view the seller response:

1. Click the "Manage returns" button in the ********************* (www.amazon.com/returns)

2. From the Manage Your Returns page, select "See seller response"

You can also see your communications with sellers here:

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 03/26/2024
Amazon used my Discover card to complete a payment without my permission. I got an email from Amazon Rep ******* stating: "On the Backup Payment Methods page, select whether you want to enable or disable this feature for your account. Turning off this feature prevents orders and subscriptions from using a backup payment method and may cause service and delivery interruptions if your selected payment method fails. I never did enable the feature for a backup payment. The boz next to my Discover card was never checked to authorize Amazon to use it as a back up. Amazon used the card as a backup without my permission. I was told by an Amazon Rep, that since the card was there, Amazon used it as the backup payment method. However, that feature was never enabled by me for use. On March 25th at around 8:47am I called and spoke to Amazon Rep **** from Leadership and have resolved this matter.
Customer Answer
Date: 03/26/2024

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,

***********************************
Initial Complaint
Date:03/25/2024
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 Amazon Team,I am reaching out to address a critical issue with the brand name listed for ASIN B07MTRFLKC, currently incorrectly marked as {OTVEE}. After thorough investigation and previous communications, it's evident that the support teams standard procedures have not resolved the core issue an unauthorized change to the brand name, severely impacting brand integrity and customer trust.The current brand name, {OTVEE}, does not reflect the product's true brand, which should be "ONE POINT FOUR," as verified by the manufacturer's official website and product imagery. This discrepancy is not a result of rebranding efforts on our part but appears to be an unauthorized modification by another seller, bypassing Amazon's strict policies.This situation is detrimental not only to the brand's reputation but also to the Amazon marketplace's integrity, misleading customers and potentially harming their trust in the platform. We strongly believe that correcting this error aligns with Amazons commitment to maintaining a trustworthy and accurate catalog for its customers.We kindly request a detailed examination of the listings history to verify our claim that the brand name has been inaccurately altered. For your reference, please review the product page on the official website (************************************************************************************************), along with the attached product photographs, demonstrating the correct brand name.Our aim is to rectify this listing to accurately represent the product's brand, ensuring alignment with both the manufacturer's designation and Amazon's quality standards. We are not seeking to introduce a new product but to correct an existing listing's critical attribute that has been altered in violation of Amazons policies.Thank you for your understanding and cooperation.Best regards,***********************
Business Response
Date: 03/26/2024
Please advise the consumer/seller of the following:
After a review, we've found that you are not a registered brand owner or a user for brand ONE POINT FOUR. Therefore, we cant make the changes you requested.

I realize that this isn't the result you wanted. If you believe any of the catalog values don't follow our guidelines, please contact us through Report a Listing Abuse:

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

Select "Report a store policy violation" and submit your information.

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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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