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.
21,213 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:03/24/2024
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.
Greetings to Amazon.com Account Specialist Team,My account was closed on July 3, 2023. I have not had an account that has been closed before. I had an account on **********************. When you examine my account, you will see that I have 122 orders. A total of 33 of these orders were refunded, and the total refund rate is 27%. However, 23 of these refunds were made on the grounds of "Export fee reduced", meaning you made them and we had no involvement in them.The remaining 10 orders were refunded, 3 of them for "Customer return", 4 for "Item not received", 1 for "Account adjustment" and 2 for "Damaged during transit".The refund rate given upon our request is 8%. I requested a refund for reasons originating from you, 4 of which were "Item not received" and 2 of which were "Damaged during transit". My "Customer return" rate is 2%.I shared detailed return and refund information about my account above. Refund and return rates are quite understandable. Based on what I wrote, I have high confidence that you will review my account and lift my restriction. I have faith that you will reinstate my account.Sincerely,SEREMET OZOGLU
Business Response
Date: 03/25/2024
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 learn about the problem with your account. It is certainly not what we expect our customers to go through.

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

I would request you to refer to the emails sent from **************************** on March 15, March 19 and March 20, 2024 and from maa-******************************* on March 21, 2024 for information on this issue.

I hope this information helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

Srilaxmi
Amazon.com
***********************************

Customer Answer
Date: 04/04/2024
I have not received a response to the e-mails I sent to the address you mentioned for a long time. Now the problem I am experiencing needs to be solved as soon as possible! I have been contacting you since July 3. But no one helped me. I have clearly stated to you the reasons for refunds and product returns, and these are reasonable grounds and normal amounts of returns were made. In this case, it is not fair that my account is still limited!!!! Please reinstate my account as soon as possible!

Please review again and please reinstate my account as soon as possible. Because I have been experiencing serious victimization for a long time. And similarly, my son is suffering seriously due to reasons caused by me, and you still have not taken any steps to solve his problem. He is an Amazon seller and has no fault in this situation. When you examine the attached images, you will see that after you restricted my account, my son's seller account was also suspended for the same reason. Please pay attention to the dates.

Why did this happen?
I was using my child's credit cards in this recipient account. At the same time, since my child used these credit cards as a charging method in his seller account, my son's account was suspended, citing the same reason. My son has been a victim since July 3 2023. My son did nothing wrong in this incident. He can't access his account, he has money left in his account and he lost his entire job.

My son's seller account information:
E-mail: *******************************************************
Name Surname: ************************
Company: OZOGLU LLC
Store Name: OZOGLU STORE
North America Seller Account Merchant Token ID: *************
Phone Number: *************

According to what I explained above, you should reinstate my account and solve the problem of my son and me. Because I explained in detail everything that you pointed out as the cause of the problem.

PLEASE PAY ATTENTION TO THE PART IN WHICH I EXPLAIN THE DATES OF THE EMAILS AND THE RELATIONSHIP BETWEEN THE TWO ACCOUNTS ABOVE, REVIEW THE ACCOUNTS AND REACTIVATE OUR ACCOUNT TO HELP ME AND MY SON! ESPECIALLY MY SON'S BUSINESS WAS INTERRUPTED DUE TO REASONS CAUSED BY MY ACCOUNT! IT WILL BE BANKRUPT.
Customer Answer
Date: 04/05/2024
I have not received a response to the e-mails I sent to the address you mentioned for a long time. Now the problem I am experiencing needs to be solved as soon as possible! I have been contacting you since July 3. But no one helped me. I have clearly stated to you the reasons for refunds and product returns, and these are reasonable grounds and normal amounts of returns were made. In this case, it is not fair that my account is still limited!!!! Please reinstate my account as soon as possible!

Please review again and please reinstate my account as soon as possible. Because I have been experiencing serious victimization for a long time. And similarly, my son is suffering seriously due to reasons caused by me, and you still have not taken any steps to solve his problem. He is an Amazon seller and has no fault in this situation. When you examine the attached images, you will see that after you restricted my account, my son's seller account was also suspended for the same reason. Please pay attention to the dates.

Why did this happen?
I was using my child's credit cards in this recipient account. At the same time, since my child used these credit cards as a charging method in his seller account, my son's account was suspended, citing the same reason. My son has been a victim since July 3 2023. My son did nothing wrong in this incident. He can't access his account, he has money left in his account and he lost his entire job.

My son's seller account information:
E-mail: *******************************************************
Name Surname: ************************
Company: OZOGLU LLC
Store Name: OZOGLU STORE
North America Seller Account Merchant Token ID: *************
Phone Number: *************

According to what I explained above, you should reinstate my account and solve the problem of my son and me. Because I explained in detail everything that you pointed out as the cause of the problem.

PLEASE PAY ATTENTION TO THE PART IN WHICH I EXPLAIN THE DATES OF THE EMAILS AND THE RELATIONSHIP BETWEEN THE TWO ACCOUNTS ABOVE, REVIEW THE ACCOUNTS AND REACTIVATE OUR ACCOUNT TO HELP ME AND MY SON! ESPECIALLY MY SON'S BUSINESS WAS INTERRUPTED DUE TO REASONS CAUSED BY MY ACCOUNT! IT WILL BE BANKRUPT.
Initial Complaint
Date:03/24/2024
Type:Order 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 fuel sending unit from Amazon, and they are asking for outrageous amounts of personal information in order to send me the refund
Business Response
Date: 03/25/2024
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 learn that about the problem with refund and Id verification process. It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

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.

I hope this information helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:03/24/2024
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 of over 10 years was hacked and stolen during the week of 3/18-3-22. When I called Amazon to get it rectified, I spent over an hour going around in circles with them. I was told no one could not help me without being able to verify the new name or phone number attached to the account. They told me my name, e-mail address and phone number no longer existed in their files. What kind of security systems do they have that they can't help one of their customers?
Customer Answer
Date: 03/25/2024
Please see attachment.
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.

Im sorry to learn about the problem with your account and unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

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.

We have taken your feedback regarding the experience you had when contacted our customer ******************** team.

We apologize for the inconvenience this has caused you and Thank you for letting us know that the issue is being resolved by our concern team.

We appreciate your patience and understanding. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

Srilaxmi
Amazon.com
***********************************

Customer Answer
Date: 04/03/2024
I was told over a week ago that this was being turned over to Amazon's fraud department and I would hear from them in 24 to 48 hours. I never heard from them. Contacted them again on Monday April 1st and spent another half hour explaining this situation. Was offered no help and was told the same thing again, that it was being turned over to the fraud department and I would hear from them in 24 to 48 hours. Again I have not heard anything from them.
Customer Answer
Date: 04/06/2024
I contacted customer service again this week. They took all of my pertinent information and again told me they were turning it over to their fraud department and I would be contacted in 24 to 48 hours. Again it is now 4 days later and I have heard nothing from anyone.
Business Response
Date: 04/21/2024
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.

Im sorry to learn about the problem with your account and unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

To help you with this, I've worked with our internal partner team on your request.

For the team to review this issue, I would request you to share the email address and phone number that were on the account before it was hacked.

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

We look forward to hearing from you soon.

Regards,

Srilaxmi
Amazon.com
***********************************

Customer Answer
Date: 04/22/2024
Information requested has been uploaded.
Business Response
Date: 05/05/2024
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 writing the requested information.

To help you with this, I've worked with our internal partner team on your request.

As per update received, our team was able to identify your account and restore access back.

They also mentioned that your email is also at risk so team suggested you to update the email or take security actions on your email account.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 05/06/2024

Complaint: 21479664

I am rejecting this response because: The account in question is my original account established 5 or more years ago. Since there was no initial help from Amazon, in regards to THIS account being "stolen", I have opened a NEW account to enable me to make purchases. I believe this is the account they are referencing to regarding their retrieving and reconnecting, not the account in question. The order history and shopping lists that were attached to my "original account" are not present in my new account. This is what I would like retrieved.

Sincerely,

***************************
Business Response
Date: 05/07/2024
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'm sorry to learn about the problem with account. It is certainly not what we expect our customers to go through.

Upon reviewing , I see there are multiple accounts with the email address mentioned on the complaint.

As per update received from the team, the account restored is the old account but not the new account.

I would request you to try accessing your old account using the registered email address.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 05/07/2024

Complaint: 21479664

I am rejecting this response because:Latest suggestion is that both new and old accounts exist. Old account does not show when going to multiple accounts. E-mail address only brings up new account. Still nothing resolved on my end.

Sincerely,

***************************
Business Response
Date: 05/15/2024
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.

To help you with this, I've worked with our internal partner team on your request.

They've confirmed that your old account is currently on normal status. On 2024-05-02 team has restored back the credentials and remove the ones added by the bad actor.

Unfortunately, we cannot migrate the order history to the new account however you should be able to access to your original account using either email address or phone number.

If you still have the issue, we request you to please help us with the following -

Preferred Contact Number :

Preferred Time Zone :

Customer name :

Customer email address :

After receiving the above details, we will escalate this issue to our Account specialist for a phone call assistance for security verification and access to account.

We look forward to seeing you again soon. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 05/27/2024
I was asked for contact information (again) and informed I would receive a phone call within 48 hours to help me access my stolen account, which they said was re-established. Three days later, no phone call, I get an e-mail telling me I need to call customer service (again) and ask "to speak to account specialist team". I was finally connected with an agent (*********************) who actually got me into my old account. In the process of doing this I had to connect a new password, which I did. Thought everything was corrected and was left with the understanding I now had two accounts with two different passwords. Actually had both open at one time, then the old one disappeared, again. Attempted to re-open and was prompted that I could not have two accounts with the same e-mail address. Another phone call to customer service and I was informed the old account has been shut down. **************** could not transfer my call to ANYONE who could actually help me or offer any solutions (again). I have spent an entire day of my time attempting to resolve this with phone calls and e-mails and still have NO RESOLUTION to this. I have not even been extended the courtesy of receiving a phone call from someone who could actually clear all this up. This is by far the most exasperating, unfriendly, impersonal and disheartening experience I have ever had dealing with a company.
This issue remains UNRESOLVED.
Customer Answer
Date: 05/27/2024
I was asked for contact information (again) and informed I would receive a phone call within 48 hours to help me access my stolen account, which they said was re-established. Three days later, no phone call, I get an e-mail telling me I need to call customer service (again) and ask "to speak to account specialist team". I was finally connected with an agent (*********************) who actually got me into my old account. In the process of doing this I had to connect a new password, which I did. Thought everything was corrected and was left with the understanding I now had two accounts with two different passwords. Actually had both open at one time, then the old one disappeared, again. Attempted to re-open and was prompted that I could not have two accounts with the same e-mail address. Another phone call to customer service and I was informed the old account has been shut down. **************** could not transfer my call to ANYONE who could actually help me or offer any solutions (again). I have spent an entire day of my time attempting to resolve this with phone calls and e-mails and still have NO RESOLUTION to this. I have not even been extended the courtesy of receiving a phone call from someone who could actually clear all this up. This is by far the most exasperating, unfriendly, impersonal and disheartening experience I have ever had dealing with a company.
This issue remains UNRESOLVED.
Business Response
Date: 06/11/2024
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 learn about the problem with your account.

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 confirmed that they've found 3 accounts related to the same email.

The Original account is created on **********. This account were sanitized on 05/02/2024 by our team and

Then we have 2 more accounts: one is created on 2020-10-07, there are no orders, sign in history, addresses, phone number o payment method are associated to this account.

The newest account is created on 2024-04-07, this account has several orders and prime membership related.

None of the above mentioned accounts were suppressed or deleted.

If you have any sign in issues with the original account and newest account and wants to keep both the accounts, I would request you to set different passwords for both account.

At this time, I've sent you a reset password email for the original account on your registered email address. Using the link shared , I would request you to change the password.

I also see that prime membership is active on both original and newest accounts, please confirm if you would like to cancel prime membership on the newest account created and leave the one on your original account.

Additionally, if you want to delete the newest account and keep the original one, please be advised that any information related to the new account as the orders from that account would be lost as it cannot be transferred to the original account.

Also our team suggested to delete the account that was created on 2020-10-07 as the account were never used.

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

We look forward to hearing from you soon.
Customer Answer
Date: 06/11/2024

Complaint: 21479664

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 06/13/2024
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.

To help you with this issue, I've forwarded the details to our internal team to look into it.

They've reviewed the account and confirmed that the original account is on normal status and it wasn't suppressed or deleted either.

On reviewing the document attached, I see that you want to close the other 2 accounts.

In this case, I would request you to contact our customer service team over phone as they need to figure it out why you cannot find the original account and they'll also help you with deleting the other two accounts.

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

Regards,

Srilaxmi
Amazon.com
***********************************

Customer Answer
Date: 06/22/2024
This issue has still not been resolved.

I apologize for my slow responses, but I do not sit at my computer every day and it sometimes takes me some time to deal with this.

My last response from Amazon was to send me back to customer service, again, and have them resolve this.

After spending another 45 minutes going through prompts, explaining the situation to someone new, again, they informed me that I should be able to access my original account in 48 hours.
That should be Sunday evening 6/23.

If this in fact happens, I will inform you.

Regards,
*********************

Business Response
Date: 07/09/2024
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.

To help you with this issue, I've forwarded the details to our internal team to look into it.

They've reviewed the account and confirmed that the original account is on normal status and it wasn't suppressed or deleted either.

On reviewing the document attached, I see that you want to close the other 2 accounts.

In this case, I would request you to contact our customer service team over phone as they need to figure it out why you cannot find the original account and they'll also help you with deleting the other two accounts.

I hope this helps. Have a great rest of the day!

Regards,

Srilaxmi
Amazon.com
*****************************
Customer Answer
Date: 07/13/2024

Better Business Bureau:

After spending about three hours of my time, half a dozen phone calls to customer service, a dozen call transfers, multiple disconnections and the need for psychiatric help after this ordeal, I finally stumbled onto someone who actually knew what was going on with my account and got it straightened out.

If "someone who cared", as this person who finally helped me did, had called ME and worked through this, I might have saved four months of redundant calls and e-mails trying to figure this out.

You can close this complaint out.

Respectfully,
*************************
Initial Complaint
Date:03/24/2024
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.
Dear Amazon Team,I am writing to you today to request your assistance in resolving a deeply distressing issue with my Amazon account. After years of being a loyal customer, my account was abruptly put on hold without any prior warning or clear explanation. This sudden action has left me feeling frustrated, confused, and desperately seeking a solution.As an avid Amazon shopper, I have come to rely on your platform for a significant portion of my regular purchases. Having my account on hold, with no ability to access my order history, gift card balance, or make new purchases, has been an extremely disruptive and troubling experience.I have made multiple attempts to reach out to customer service through email, but have been unable to get any clarity on why this action was taken or how I can regain access to my account. The responses I received have been vague and haven't provided a path forward.I'm now reaching out through the BBB as a last resort. I urge you to please investigate this matter and help me understand what led to my account being put on hold. If there are any steps I can take or additional information I can provide to verify my account and resolve any issues. I simply want the ability to shop on Amazon again and have access to my account.Additionally, I want to highlight that I cannot access my Amazon photos, which are important to me. In my home, everything is connected through ****** and now I cannot use it. The devices have become suddenly useless, with no functionality in my home. I used to use them to play music, turn off lights, turn on the air conditioning, among other essential functions.Your assistance in this matter would be greatly appreciated. I have always had great respect for Amazon and the positive experiences I've had as a customer over the years. I'm hopeful that, with your help, we can remedy this unfortunate situation quickly.Thank you for your attention and prompt response Sincerely,
Business Response
Date: 04/04/2024
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Sincerely,
Amazon.com
Customer Answer
Date: 04/04/2024

Complaint: 21479595

I am rejecting this response because:
PLEASE PLEASE PLEASE Request for Additional Review of Account Closure
Dear Amazon Team,
I hope this message finds you well. I am writing to you regarding the recent communication I received about the closure of my buyer account on **********************.
Firstly, I would like to express my appreciation for your prompt response to my previous inquiry. However, I would like to request an additional review of my case, as I am concerned about the lack of details provided in your initial response.
I fully understand that Amazon reserves the right to take action when terms and conditions of the platform are violated. However, I would like to gain more clarity on the specific nature of the violation that led to the closure of my account. I firmly believe that a more detailed understanding of the situation will help me address any issues that *** have arisen and prevent any misunderstandings in the future.
As a long-term customer of **********************, I greatly value the relationship I have developed with your platform over the years. For me, the use of Amazon goes beyond simple online purchases. All the devices in my home are integrated with ****** which I use daily for essential household tasks such as playing music, controlling lights, and adjusting the temperature. Additionally, all my photos are stored on the Amazon platform, meaning that the loss of access to my account also affects my ability to access these important memories.
My intention in requesting this additional review is not only to regain access to my account but also to understand how I can more effectively collaborate with Amazon to ensure compliance with your policies and improve my customer experience.
I understand that due to the proprietary nature of your business, it *** not be possible to provide full details of your investigation methods. However, I would appreciate any additional information you can share to help me better understand the situation.
I want to assure you that I am committed to resolving any issues that *** have arisen and to continue complying with Amazon's terms and conditions in the future.
I sincerely appreciate your time and consideration in this matter. I look forward to a response that will help me address this situation constructively.
Best regards,
PLEASE
*****************************
Initial Complaint
Date:03/24/2024
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 called three times to try and resolve a gift return. Ive been disconnected twice and then finally hung up myself the third time after sitting on hold for over 20 minutes. I asked to speak with a supervisor three times and was continually denied that opportunity. I have a gift receipt but it only has ** code and no order number. When I scan the ** code it prompts me only to resolve the issue on my own by troubleshooting. The ** code works and brings up the items and prompts for a return, but it wont let me complete and no one on customer support will help without an order number even though I have a gift receipt. I would like to return this item with my actual gift receipt.
Business Response
Date: 03/25/2024
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 learn about the problem with initiating return on your gift order and unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

Upon reviewing the details in the attached screenshots, I am able to find the order and I see that the return window for the item is expired on January 31, 2024.

In this case as a one time exception from our end, I can help you with refund on return for the item with a restocking fee of $12.89, which will be deducted from total refund.

I can send a *** printable label or a QR code using which you can return the item at nearest *** store and as this is a gift return, the refund amount $55.29 will be added to Amazon gift card balance on your account once the return is received and processed at our return center.

The return label will be created as soon as I receive confirmation from you.

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

Regards,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 04/01/2024
This has been resolved to my satisfaction.
Initial Complaint
Date:03/24/2024
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 13th I purchased a Mophorn Stainless Steel Work Table.It was supposed to arrive March 19th. When I checked the tracking it was delayed.I checked again and again it said it was delayed. It also said on the website that if I did not receive it the next day I could request a refund. When I called to request a refund the person said they would not give me a refund !The next time I checked it said it was delayed until March 27.I checked today and it is now delayed until March 28th.!When I had called for the refund I had already ordered another one from ******* and it is arriving in two days.I would also like to point out that I pay Amazon for Prime shipping and ******* shipped my order for FREE.The website clearly stated I could get a refund and now they are walking back on that and refusing the refund.NOT GOOD BUSINESS!!!
Business Response
Date: 03/25/2024
********************,

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 learn about the problem with delivery of your order. It is certainly not what we expect our customers to go through.

Upon reviewing the account and order details, I see that the order is not delivered on the expected delivery date due to the delay at carrier end.

To help you with this issue, I've successfully issued full refund of $86.19 to your original payment method.

I would request you to wait for 3-5 business days to reflect the refund on your card/bank account.

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

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

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

I hope this information helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:03/24/2024
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 ordered a door from Amazon it was completely damaged and the box was all broken. I set up a return and they never picked it up. I had called four times to have this corrected and kept being told they will pick it up on a new date. I am now getting a fine from my HOA due to the fact the busted door is in front of my house and will be for another 2 days. I still have yet to be refunded and now I have a fine. I would like this to be fixed ASAP and compensate for my troubles. Their data entry team and management team werent helpful nor did they provide accurate information. This was a total joke and it is sad that the are such a large company yet dont have their stuff straight
Business Response
Date: 03/25/2024
Hello *************************,

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

I've checked your issue regarding the order for item ********************** ZZ00795R Steel Primed, Right Hand in-Swing, Prehung Front Door 9 Lite with Pet Door, Clear Glass, 36" x 80"".

To help you with this, I've raised the issue with our concerned team and will be following up with them.

Once they respond, I'll email you with the details.

I hope this helps! We look forward to seeing you again soon.
Regards,
****************
Customer Answer
Date: 03/25/2024

Complaint: 21479142

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 03/26/2024
Hello *************************,

Thanks for writing back to us. I hope this email finds you well.

I've received a response from our team regarding the order #***-4474999-1473809.

They have stated that as following:

"March 14 - Customer reports that the door was received but it isn't as described / customer was offered a pickup and refund. A return pick up was scheduled for 3/23 - A pickup reminder was emailed to customer on March 22

March 23 - Driver canceled the pick up / Unable to see the reason but it is noted that driver was unable to connect via phone with customer / customer said no one called.

March 24 - A new pick up is scheduled for March 26. However customer reported that the door isn't at the address where it was delivered. Based on the notes on the order, the pick should be at the new address. Based on the photo provided on this sim, the driver may not pick up the door as it doesn't appear to be packaged. AMXL_FullDayPickup_US

Customer also mentioned about an HOA fee but didn't provide specifics as to if she was charged or how much.. just wanted to know if there was a charge, would Amazon pay for it? AMZL supervisor didn't offer a response, instead focusing on the pick up. Then customer mentioned reporting the incident to BBB.

As requested, I issued a refund of $350.44 on OPM

Regarding the additional HOA charge, customer should provide evidence of the paid charge. And we would offer a refund on GC or Special Case Refund on CC, if eiligible."

Please provide us the charge you had with HOA and send us a screenshot of the charge and we will inform our team for the refund on that charge.

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

Regards,
****************
Initial Complaint
Date:03/24/2024
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.
*************** to the reply that I received from Amazon.com. I refuse their reply to my complaint. They are not truthful MY REPLY:Hello, Amazon customer service, I am writing in response to your previous message, which I found to be quite ridiculous. I had sent screenshots of what I was referring to, also I can prove that an extra $10.00 was supposed to be added to my account. I also reply to the inconvenience that you have caused me I am extremely disappointed that your company is not being truthful and accountable for its actions. I want to make it clear that I am not going to let this matter go. It has become a matter of principle now. How dare you insinuate that I am not telling the truth? We will see about that. I strongly disagree with your untruthful response.I
Business Response
Date: 03/25/2024
Hello *******************************,

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

To help you with the promotional credit promised to you, I've issued $10 promotional credit to your account as an exception and you can use this amount on items sold & shipped by Amazon.

Thank you for your understanding. Have a great rest of the day!
Regards,
****************
Initial Complaint
Date:03/24/2024
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 am really at my last resort of trying to get a refund from Amazon for a ******** Switch I purchased and returned. I returned the product almost a month ago and still have not gotten a refund. I have spoken to at least 10 different representatives on this issue as they all told me to just keep waiting and to be assured I would get the refund as soon as the return center processed it. In the process of trying to get my return, they ended up accidentally cancelling my return so I have not been able to see any status of the return for weeks. I have gone back and forth with a bunch of people until today I finally get told that theres suspicious activity on my account and that I need to provide them a picture of my ID. I do not feel comfortable sending a picture of my ID to random people working in other countries. I also have been trying to link my email account to my ******************** account since this is the ONLY way you get ANY information about the issue at all. So now apparently I am under investigation for something and wouldnt have even known until I reached out for the 11th time about the issue. I am beyond frustrated with how *** times I have been told to just keep waiting its fine to now apparently I am under investigation and have to provide a picture of my ID. I have no way to add my email address to my account because its linked with another account that I cannot get info and again, the amazon support team has been no help at all in trying to help me with anything. They just ive the same generic messages and the run around on whats actually happening until its too late to do anything because you have to send a pic of your ID within a 6 day time frame. I have no idea what else to do about this. I am out almost $400 and to me that is a lot of money that just feels like it had been stolen from me. Please help me with this issue.
Business Response
Date: 03/25/2024
Hello ***************************,

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

I've checked your issue regarding refund for an order and request for govt ID to process it.

I tried to find the order but I was unable to find it, can you please write to us with the order ID so that we can check and assist you accordingly, the email you've contacted us with is currently on hold, so we can't send an email to you on that email address, so please reply here in the portal with the order ID.

I hope this helps! We look forward to seeing you again soon.
Regards,
****************
Customer Answer
Date: 03/25/2024
Hello, this is the only information I can find about the order id #*******************
From what I was told by someone at Amazon, they had accidentally cancelled the return on their end, but assured me I would still get the refund. Every single person I have spoken to has told me to just keep waiting and that I will be refunded within 30 days from the return date. I followed up many times and was told the same thing until finally yesterday someone tells me to submit a picture of my id and that im under investigation?

I do not receive emails from Amazon because my email address is linked to another account. I have tried to remove it from this account but every time I try and log into that account it tells me that it is locked and to reach out to customer service.
I have reached out to customer service on this issue 3 times within the last 24 hours and not a single person can comprehend what I am saying. So therefore I have no email address linked to my current account and no way to even know I was under investigation until I reached out for the 20th time over the course of a month. Im sick of following up on this.
It is so hard to use the amazon chat because not a single person speaks in full sentences and gives real responses. Its just the same generated messages over and over again.
I do not feel comfortable providing a picture of my ID to be used for what? Why do you need to see all of my personal information? I returned a product. You took that product back. Canceled the return on your end. And now im under suspicion and investigation for what? The package came to me, I followed every single return instruction I was provided, I NEVER even opened the package and now im under investigation.
I am out almost $400 and I feel like no one is willing to help me at this point.
Business Response
Date: 03/27/2024
Hello *******,

Thank you for your response!

I'm sorry for the inconvenience caused with the return refund process on the order ending in #****.

I've reviewed the details of the order and it appears that our return center did not process the item in which the return was created for.

Since an incorrect item was returned, we've disposed of the item received and can't return it to you. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

The return window for ******** Switch - OLED Model w/ *****************-Con expired on March 19, 2024. At this time, we're no longer able to accept the return of the correct item. Please see the following Help page for more information about returns and refunds:

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

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, please email to us at **************************** with the issue with your return. The specialist team will respond as soon as they receive your request.

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

Regards,
Amazon.com
Customer Answer
Date: 03/27/2024

Complaint: 21479102

Good Morning,

I am writing in response to an email I was sent from ****** with Amazon to appeal a decision made by you all in regards to not issuing me a refund for a product.

I purchased a ******** Switch back in February. When the product was delivered to me, I DID NOT even open the box it came in. The reason for the return was that it was meant to be a gift for someone, and come to find out a few days later we no longer needed the item as another family member had already gifted a ******** switch to the person prior. Not that I should have to explain myself and my personal decisions.

I started the return on the product and immediately took it to *** and had it returned. I then followed up multiple times. And every single time I followed up, someone gave me a different answer on how long to wait for the refund but every single person told me rest assured you will get your refund. I followed up on this SO many times and not a single person informed me that the return was not even initiated on the product because apparently the wrong thing was sent back? *** told every single person that I did not even open the package, so obviously whatever you send me was incorrect from the start. I am actually APPALLED that Amazon is accusing me of returning the wrong product when I have never had a single issue returning things in the past and have always followed the exact rules for returning items. I have been a loyal amazon prime member for a while now and have never, ever had an issue like this before.

I have been doing a lot of research on this issue and it is a very widespread and known thing that you are all doing. It is literally a scam to steal peoples hard earned money. Im beyond frustrated about this. Why did no one tell me that the wrong product was returned weeks ago when I followed up on this issue over 10 times? Why did everyone tell me to keep waiting and that I would get the refund at the 30 day ***** Why did I have to reach out to you all to find out about this situation in the first place?

There have been so many discrepancies on information you guys give to people and im ready to cancel my subscription. Trying to get an answer from someone has been almost impossible. I have tried reaching out 5 times now in the past 48 hours about trying to change my email on my account and instead of being helped, I am told to wait for a call back which never comes or an email that also never comes. Then I had to call back and follow up on it again. Yesterday one of your agents even gave me the phone number to a debt collector instead of the amazon specialist line. Like seriously there are so many things I could go on and on about but to sit here and say you will not issue me money for something I paid for and returned, is beyond ridiculous.

To sum it all up again, the product sent to me was NEVER opened. I dont even know what the console even looks like because the box never got opened. So whatever was sent to me, was clearly wrong on YOUR end.

I dont know what else I need to express to you all and how many times I need to explain the same situation over and over again but not issuing me my refund
of almost $400 is not going to cut it with me.

Please address this situation immediately.

Thank you.
Business Response
Date: 03/28/2024
Hello *******,

Thank you for your email!

In continuation to our correspondence, as mentioned earlier, we have worked with our returns center on the issue and can confirm that incorrect item was received in your return. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon. Please note that we are not able to take additional actions, including overriding their decisions for next steps.

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, please email to us at **************************** with the issue with your return. The specialist team will respond as soon as they receive your request. If you have already emailed to the above email address, I request you to wait for their response.

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

****** K
Amazon.com
***********************************
Customer Answer
Date: 03/28/2024
Unfortunately that is not going to cut it in this case. Please stop sending me the same pre typed out generic emails that you send to everyone.

Can someone read what I am saying? I have told you multiple times that I did not even open the package. So whatever you all sent me to start with was incorrect. That is not my fault and I should not be responsible for your mistake.

Amazon is a VERY large company and the fact that you would rather go back and forth with me over $400 is ridiculous.

I called and spoke with someone yesterday for over an hour on this issue. Explained the entire thing to her and she was shocked at the way you guys have handled this.

She also told me that what you are telling me is incorrect and that the refund was just on hold and that I will be refunded within 3-5 days.

So again, why am I being told a million different things?

Just simply saying sorry theres nothing we can do, is not going to work in this situation. I will be calling and following up on this until I am issued my refund.

I would like someone to call me after 6pm today to discuss this issue. I am sick of going back and forth and getting the same pre typed messages.

Please have a supervisor or manager call me today after 6pm.

number: ************
Initial Complaint
Date:03/24/2024
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 received an empty box and would like to file a complaint with Amazon and request a refund.Apple 2023 MacBook Pro Laptop M3 Pro chip with 12-core CPU, 18-core GPU: 16.2-inch Liquid Retina XDR Display, 18GB Unified Memory, 512GB SSD Storage. Works with iPhone/iPad; Space Black $2,299.00 Serial ******************* Tracking ID: ***************
Business Response
Date: 03/25/2024
Hello ******************,

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

I've checked your issue regarding the order for item "Apple 2023 MacBook Pro Laptop M3 Pro chip with 12-core CPU, 18-core GPU: 16.2-inch Liquid Retina XDR Display, 18GB Unified Memory, 512GB SSD Storage. Works with iPhone/iPad; Space Black".

Upon checking I see that our team has already issued a refund of $2436.94 to your original payment method on Sunday, March 24, 2024 at 11:04 AM (PDT) and we sent an email on the same day with the refund confirmation.

I hope this helps. Have a great rest of the day!
Regards,
****************

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