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

59,586 total complaints in the last 3 years.
21,609 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:09/22/2025
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.
Dear BBB, You can find description of my problem in the attached file "Complaint".Please, review it and forward with supporting documents to an appropriate Amazon Team.Thank you!
Initial Complaint
Date:08/14/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on June 23, 2025, through ********** for a $456.17 item sold by third-party seller AJANA-US. I am a Prime member and expected the same return process I had just used successfully with a similar itemprepaid return label and full refund. The Secure Checkout return policy was identical between both purchases.After deciding to return the item, I discovered I would be responsible for nearly $456 in return shipping. This was never clearly disclosed in the product listing, during checkout, or at any point before purchase. I filed an A-to-z Guarantee claim with ****** and submitted screenshots comparing both purchases' Secure Checkout return policy ********************* denied the claim. The seller has only offered a $100 partial refund and continues to delay. They now require unnecessary steps (e.g., sending photos before accepting a return), and have not acknowledged the lack of upfront disclosure. Ive contacted ****** support and executive relations but have not received a fair resolution.I am not refusing to return the itemI simply cannot absorb an undisclosed return cost that equals the items price. I am asking ****** to either (1) issue a full refund of $456.17 or (2) provide a prepaid return label.I am requesting BBB assistance to help resolve this matter fairly and to ensure that ****** enforces reasonable and transparent return policies for third-party sellers on its platform. I have attached documentation, including my appeal letter, checkout screenshots, and seller correspondence. I am requesting BBB assistance to help facilitate a fair and timely resolution.
Business Response
Date: 09/19/2025
Hello,

I am Vishal 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 regarding an order placed on our website and I apologize for the inconvenience caused to you.

Thank you for bringing your concerns to our attention regarding your order placed on June 23, 2025, for the $456.17 item sold by third-party seller AJANA-US.

I understand your frustration with the unexpected return shipping costs and the lack of clear disclosure regarding the return policy.

After reviewing your case and the documentation you provided, I recognize the challenges you've faced with this transaction.

As a one-time exception, we can process a refund in the form of gift card balance that you can use on any of your future orders.

Since this order was placed with a third-party seller, the exception refund can only be processed to your gift card balance rather than to your original payment method.

To proceed with adding this refund to your account, please reply to this email confirming that you are okay with receiving the refund as gift card balance.

Once I receive your confirmation, I will be able to process and add the refund amount to your account.

We appreciate your patience throughout this process and apologize for the inconvenience you have experienced.

Your feedback regarding the clarity of return policies for third-party sellers is valuable and will be shared with the appropriate teams.

Please let me know if you have any questions or if you would like to proceed with this resolution.

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:08/12/2025
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.
Amazon received my $424.99 stroller return on July 31, 2025 (Order #***-3930749-4437046). Since then, I have contacted customer service three times and have received contradictory and false information from three different ***resentatives.Timeline:7/31/25 Amazon received return.8/5/25 Told refund would be issued within 2 business days.8/12/25 Told refund was issued. This was later admitted to be false.8/12/25 (Escalations ********** claimed the refund was issued manually. When I requested confirmation, I was sent the attached manual email. I noted I had not received Amazons standard automated Refund Processed notice; the *** stated this would not be sent for manual refunds. He then told me to check my refund page, and it still showed the refund had not been issued. When I pressed him, he stated my account would not update because the refund was manual. This directly contradicts his earlier statement, Amazons normal process, and my prior experience. He ***eatedly interrupted me, and when I asked him to stop, he said, No, I will interrupt you, then refused to transfer me to a higher authority.Facts:When a refund is processed in Amazons system, manual or otherwise, the order page updates instantly and a Refund Processed email is generated automatically.Neither of these have occurred, meaning my refund has not actually been processed.I have now been misled by three different employees, and my refund is still missing nearly two weeks after Amazon received the return.Attached is a screenshot of my orders refund status page as of 4:34pm ET on August 12, 2025, confirming that no refund has been processed in Amazons system.
Business Response
Date: 08/18/2025
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 inconvenience you've experienced with regard to order#****.

I'd be happy to clarify the details for you.

We can confirm that a refund of $85.00+$85.00= $170.00 was successfully issued on August 12, 2025 for the two installments of your order placed under the Amazon monthly payments plan. Since the order was returned, the remaining scheduled payments were automatically cancelled, and no further charges will be applied.

Please rest assured that all the conversations pertaining to this query will be reviewed. If your query wasn't handled efficiently or if any incorrect information was provided, we'll see that appropriate actions are taken to ensure our colleagues are coached accordingly.

Thank you for your patience and understanding in this regard.
Regards,
Prashanth
Initial Complaint
Date:08/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 24th 2025 I return an Item I purchased from amazon which was the " Dropps oxi booster laundry pods" via whole foods market grocery store. I received an email confirmation that my return has been confirmed. Today I received an email notice that my credit card was charged the ***** for the item being unreturned. I called amazon and spoked to a supervisor in account service, he informed me that the automated system charged my card " due to a system error" and for me to send over a copy of Driver License in order to get refund. I Informed the supervisor that i am not going to do such a thing because of my privacy concerns of what amazon would do with my personal information with my driver license, they need to take accountability responsibility for wrongfully charging my card when I did return the item. It is not my problem that the employees at the return facility did not properly scan my item at the warehouse, its beyond my control of what happens to item once I returned it and I should not have to pay for it when it was not my fault to begin with. They refused to give me my refund because I refused to send a copy of my driver license. They need to respect customers privacy.
Business Response
Date: 08/13/2025
Hello ***** *******,

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

I've reviewed the complaint and understand your concern regarding the retro charge on the order#***-1752815-3781055 and the request for ID verification.

I apologize for the inconvenience.

I truly do understand your hesitation with regard to submitting your government issued ID for verification, and your frustration with the current situation.

However, amazon sometimes requires additional information before processing a return/refund in order to prevent fraud and abuse.

I've checked the possible options to get the charge refund and see that there is no direct refund option to the original payment method.

Instead, I can go ahead and refund the amount $50 in total for the retro charge and inconvenience that you've experienced in this case.

Please confirm and I'll get this processed immediately.

Also, I'll surely take this as a feedback from you and will ensure that this issue is forwarded to the appropriate team for further review.

I appreciate your patience and understanding in this matter.

Best regards,
Arun

Thank you.
Amazon.com
Customer Answer
Date: 08/14/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because:

Sincerely,

***** *******
Customer Answer
Date: 08/14/2025
I sent you email screenshots confirming that I return the item in question and an email letter from a customer service supervisor, informing me that I wont be charge for the item, and it was an error on their part for not scanning the return item at the return center facility.
Initial Complaint
Date:08/11/2025
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.
from March 25th, 2025 to March 29th, 2025 my ****** AdWords account shows, ***** impressions, 536 clicks,(which is hard to believe) (maybe not) ******%, Actual ROAS (which is suppose to be my return in investment of the $388 cost for ads the past four days) which comes to my Amazon's Associate Affiliate payment owed to be $859.88. So how does ****** do that? How does ****** know what is going on. on Amazon Web Site? How does ******* know if purchase was made and for how much that purchase was mad on Amazon, when the customer linked from my web site which my web site came from ************** Yes, I have my own web stie, that I purchased from Webdor. I have the receipt if anyone wants to look at the purchase of domain, which I purchased at ********** whom has a web site builder as well. So, I am pretty new at web site building, and it is not as easy as it looks. One has to familiar theirs self with the program application and get to know where everything is at, and what one can do. So, it took a few weeks because I have so many other things going on in my min, that I feel I am responsible to take care of get my word heard, These words are more words and cries of me being a victim of bulling all over the country, which includes medical, and mental health staff and doctors as well. So, if that $859 is wrong I do not think Amazon has to pay, but there is a loss of $388 involved, yet, why aren't my records of earning and cicks showing up on Amazon Associate Page,With money losses that came from Pay Pal Credit. So know one has any answers for me? That is Now to July 18th were My Associate page is showing 129 clicks and July 17th where my Associate Page is showing 38 clicks. Now I put up thinks on ********, and maybe other places but I do not see why there would be 167 clicks and no purchases. So I am adding $167 to the $859 I believe I should have got paid. For a total of $1,028. I think Amazon owes ***** I hope the sound of immature bullies gets Amazon off the hook
Business Response
Date: 09/09/2025
Hello *****,

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

Thank you for your inquiry about the Amazon Associates Program and your concerns regarding compensation related to ****** AdWords activities.

After reviewing your complaint, we want to clarify how the Amazon Associates Program operates:

The Amazon Associates Program is strictly commission-based. Associates earn fees only when visitors click through their unique links and complete qualifying purchases on Amazon. Our program does not:

Compensate for clicks that don't result in purchases

Reimburse advertising costs on external platforms

Integrate with or recognize ****** AdWords metrics (impressions, ROAS, etc.)

Pay based on traffic volume or advertising spend

Our Operating Agreement specifically prohibits driving traffic to Amazon through paid search advertising.

The metrics you referenced from ****** AdWords ($859.88 based on ROAS calculations) are generated by ******'s systems and are entirely separate from Amazon's Associates Program. ****** cannot track actual Amazon purchases or commission data, as these systems do not share information.

Your Associates account correctly shows only the clicks and earnings that comply with our program terms. We cannot provide compensation based on external advertising platform metrics or for advertising expenses.

For more information about approved promotional methods and earning opportunities within our program, please visit our Associates Help pages at **************************************************

Thank you for your understanding. Have a great day ahead!

Regards,

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

Customer Answer
Date: 09/09/2025

Complaint: 23733776

I am rejecting this response because: I BELIEVE IT IT FALSE THAT THE AMAZON ASSOCIATE AFFILATE PROGRAM DOES NOT ALLOW COMPENSATION THROUGHT THE ****** ADWORDS. I ASK FOR DOCUMENTATIONS THAT STATE THAT IS TRUE IN SOMETHING SINGED THAT SAYS AMAZON ASSOCAITER AFFILATER PRGRAM DOES NOT ALLOW COMPENSATION THREOUGH ****** ADWORD. I DO HAVE A WEB SITE OF MY OWN THAT CAME FROM ****** ADWORD IN IS LISTED AS *********************. I BELIEVE THAT IS WHERE MY CLICKS CAME FROM THAT LANDED ON AMAZON WEB SITE. I ALSO REPORTED IN THE SECOND HALF OF THE COMPALINT THAT THERE NUMEROUS CLICKS RECORD ON *** AMAZON ASSOCITES PAGE THAT FOR SOME ****** REASON DID NOT RETUND A SALE. I FIND THAT MISLEADING THAT OVER ONE HUNDRED CLICKS IN TWO DAYS COULD NOT GENERATE A SALE, THAT SECOND HALF OF CLICKS IS FROM A ********. I BELIEVE NOT SURE BECAUSE IT WAS SO LONG AGO, I KNOW FOR SURE THAT THE SECOND HALF DID NOT COME FORM THE INVESTMENT TOOL OF ****** ADWORDS. I ASK TO RECONSIDER YOUR CLAIMS AND PAY ME WHAT I ASK IN THE INTTIAL LETTER. I ASK YOU GIVE TO ME WHAT IS RIGHTFULLY MINE. I ASK AMAZON DO NOT KEEP AWAY FORM PROPERTY OF PAYMENT THAT IS RIGHTFULLE MIND, IN THE PROTECTION HAVE IN THE RULE OF CALIFORNIA CONSTITUTION ATRCLE ONE SECTION7(A)) A person may not be deprived of life, liberty, or property without due process of law or denied equal protection of the laws; provided, that nothing contained herein or elsewhere in this Constitution imposes upon the State of California or any public entity, board, or official any obligations or responsibilities which exceed those imposed by the Equal Protection Clause of the 14th Amendment to the United States Constitution
Sincerely, ***** ****
Initial Complaint
Date:08/11/2025
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 moved to new construction. I have put in instructions to where I am but for some reason your drivers can't seen to figure it out. Either they deliver it to the incorrect address 2 times. You can see by the picture of the door that is NOT my building. Why do you have instructions if no one reads them???? If you can't figure it out. Cancel my prime and give me my money back for my membership since your workers are to stupid to read my instructions and deliver my packaged to the correct address. I have uploaded the instructions in my account. I also uploaded the picture of the door with my package that is NOT mine and a picture of my door. How do we fix this???
Business Response
Date: 08/20/2025
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 so sorry that your order didn't arrive as expected.

Thank you for sharing your feedback. We appreciate that you brought this matter to our attention.

At Amazon, we pride ourselves in being the worlds most customer-centric company. Regrettably, our delivery partner didnt meet that standard, and I apologize for your poor delivery experience.

Im conducting a thorough investigation into the matter, and engaging the proper management teams along the way, in an effort to make sure nothing like this happens again. Also, Ive personally provided the details you shared with our **************** Provider for immediate improvement.

Thank you for your understanding. Have a great day ahead!

Regards,

Srilaxmi
Amazon.com
*****************************
Initial Complaint
Date:08/11/2025
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.
Greetings!I am filing this complaint regarding Amazons handling of a false intellectual property (**) infringement claim that has resulted in my legitimate product listings being blocked.The competitor filed a false design patent infringement complaint against my ASINs: B0F7J55ZBN, B0F7J5HR1M, B0F7J7B281, B0F7J2ZXBV, B0F7J27MYS, B0F7J25W17. I immediately provided Amazon with evidence that my products are legally purchased from an authorized distributor (Invoice No.0416M5L2 and Invoice No.0422M5L4) and that they do not infringe the claimed design patent. I hired a US-based ** law firm, which issued a written legal opinion confirming no infringement under US design patent law.The competitors complaint is clearly an act of unfair competition under Section 43(a) of the ****** Act (15 U.S.C. 1125), as it was intended solely to remove my listings and cause business harm. The products are visually and structurally different from the patented design, and I have attached proof, including side-by-side comparison images, the legal opinion, and records of my unanswered outreach to the complainant.Despite submitting all documentation to Amazon, my appeal has been pending for over five business days without any update or resolution. This delay is causing significant and irreparable losses to my business, which cannot be compensated. The prolonged inaction benefits only the competitor who filed the false claim, and it undermines fair competition principles.I respectfully request you to investigate Amazons mishandling of this case and reinstate ASINs B0F7J55ZBN, B0F7J5HR1M, B0F7J7B281, B0F7J2ZXBV, B0F7J27MYS, B0F7J25W17. Amazons lack of timely review and enforcement of fair marketplace rules creates an environment where competitors can weaponize the ** complaint process to harm other sellers. This is contrary to fair business practices and consumer protection principles.Sincerely,******* *********
Business Response
Date: 08/13/2025
Hello,

We have reviewed this sellers account and engaged an internal team. We will review and contact the seller via email according to the guidelines.

Sincerely,

Amazon.com
Customer Answer
Date: 08/19/2025

Complaint: 23731154

I am rejecting this response because: Amazon rejected some of my appeals, explaining that they did not receive enough information and documents. At the same time, Amazon accepted two appeals regarding ASINs B0F7J27MYS and B0F7J5HR1M and reactivated them.
Amazon considers some ASINs to be compliant, while others are not. This approach confirms that Amazon does not carefully review cases or even familiarize itself with the case materials.
On August 15, I called Amazon support, and an account health specialist confirmed that the complaints were fake and did not infringe on the complainant's patent. Please review the notes left by Amazon support.
On August 15 (ASIN B0F7J27MYS) and August 18 (ASIN B0F7J5HR1M), they were reactivated, and Amazon acknowledged that the complaints from a third party claiming to be the copyright holder were fake. I attached two screenshots of these listings' reactivation. However, other listings were not reactivated, even though they are the same product, just a slightly different model. Please review the official Letter of non-infringement from the patent attorney who conducted the review and concluded that my product does not infringe on the rights of the complainant and their product.
The complainant has patented the design of his product. Please carefully review the enclosed document to ensure that my product is visually different from the complainant's product.
I kindly ask you to reactivate ASINs B0F7J55ZBN, B0F7J7B281, B0F7J2ZXBV, and B0F7J25W17.

Sincerely,

******* *********
Business Response
Date: 08/26/2025
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate listings, terminate customer rights to use *******************************************, to remove or edit content, or cancel orders at its sole discretion.
We have reviewed the sellers appeal and regret to inform you that we are unable to reinstate their listing(s). Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on [8/25/2025].

Sincerely,
Amazon.com
Customer Answer
Date: 09/02/2025

Complaint: 23731154

I am rejecting this response because: Amazon provided a strange response, as 5 of the 6 listings were reinstated. However, Amazon rejected my appeal and documents regarding the 6th listing (ASIN B0F7J25W17) and the violation associated with it. After calling Amazon support on August 27, the documents for ASIN B0F7J25W17 were sent for re-review. However, Amazon has been delaying the review of the case for more than a week. The delay in the review process is causing me losses, as I cannot sell this product without reinstating the listing.
My product does not infringe on the rights of third parties, as the complainant is not the owner of the product I am selling. The complainant has registered a patent that protects only the design. Please refer to the Letter of Non-Infringement file, in which a patent attorney conducted patent research and compared the design of my products with that of the complainant's product. The patent attorney has made a legal conclusion that my product does not infringe on the complainant's rights.
In addition, I have sent invoices from the supplier where I purchased the goods.

I ask you to carefully review the documents and reinstate ASIN B0F7J25W17.

Sincerely,

******* *********
Business Response
Date: 09/19/2025
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate listings, terminate customer rights to use
*******************************************, to remove or edit content, or cancel orders at its sole discretion.
We have reviewed the sellers appeal and regret to inform you that we are unable to reinstate their listing(s). Due to the
proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 9/19/2025.

Sincerely,
Amazon.com
Initial Complaint
Date:08/11/2025
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.
Transaction date 5/30/2025, supposedly delivered 5/31/2025. Not delivered to me/my door. I called Amazon today when I discovered while researching on orders and what not that there were some items that did not make it to me. But I had been making payments to Affirm, which is a place that they can do payment arrangements for people to Amazon. I do a lot of orders with Amazon for the children and grandchildren of my family..I got this particular error out of a few that they've done before because I was researching to see previous orders when I needed to do to do some re-ordering.. came across it and realize this never came to me, one of the items in the order itself was a speaker a red one that ordered for me after I ordered a black speaker for my son's birthday and he got his... I talked to one person and then I got bumped to another person/it was originally during the chat online to make it easier with Amazon, see the screen prints from that... then I called back in and asked for a supervisor since according to them I miss a deadline for a return "by 8 days"..A return deadline should only be in fact if something actually was received if you reached out and said I never got it your driver is lazy like they've been lately these last couple years and not make it inside the unit and give it to the people that live here. I am also reaching out to the company that does the payment arrangements and letting them know that I considered this as fraud and the Amazon has stole my money that I paid to Affirm for items that I never got.!!!!!I do not ask for them to be resent, I asked him to do as a refund which would go to affirm and the firm would put it back my card. I need your help and I'm also finding a complaint with the corporate for Amazon once I could figure out where they're at... I have been an Amazon prime "VIP"according to the people I've talked to over the years for almost 15 yrs , hundreds/hundreds of orders a year, thousands have been spent
Business Response
Date: 08/12/2025
Hello *****,

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

I'm sorry to hear that you haven't received the package even though the tracking shows delivered.

Based on the age of the order, reliable tracking information is no longer available through the carrier. Because of this, we won't be able to provide a replacement/refund for this order at this time.

Thanks for your understanding.

Regards,

***** *.
Amazon.com
*****************************
============================
Customer Answer
Date: 08/12/2025

Complaint: 23728675

I am rejecting this response because:
This is poor **************** and you are a thief. It's sad to know that somebody who is 65 and unlimited income with Social Security has had their money stolen-Because I pay to affirm with the payments not realizing that I had not gotten this stuff so you don't give me the stuff and you stole my money you are a thief and beyond poor ****************...
I have been with known as a VIP Customer With ********************** for over 15 years, and I have done over 300 orders most years I order a day and they're not little tiny orders.
I spent hundreds if not thousands of dollars a year with Amazon previously while I was working and these past year quite a bit and mostly because I was able to do with the payment thing..
Have never been an issue until this time for the most part, but normally you fix any issues , this happened this time you decided Let me just be a thief and steal the money from this nice lady who doesn't have a whole lot..
I'm gonna let the world know on social media platform any place that I can announce it and I will attach the emails from here, the email from my personal email that you sent me as well as the pictures of everything..
And this place isn't any more better suppose you can try and make a resolution you just give a company a chance to lie again and steal again.
Sincerely,

***** ******
Initial Complaint
Date:08/09/2025
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.
This is regarding a defective product and inadequate resolution from both the seller and Amazon.Product: Aniioki A9 **************** Bike Order Date: June 18, 2025 Delivery Date: June 26, 2025 Upon setupfollowing all manual instructionsthe bikes headlight failed, and the display showed a persistent E30 error. After testing, I discovered the throttle and pedal assist were also nonfunctional. Fully charging the battery did not help.I reported the issues on June 27, 2025. The seller provided minimal troubleshooting guidance despite video evidence. They sent a replacement controller (received July 11 after repeated follow-ups), which I installed with no improvement. The seller then stated they had no further solution.Due to the bikes substantial weight and nonfunctional assist features, transporting it was challenging. Believing the bike would be functional, I had discarded the original packaging. At the sellers suggestion, I brought it to a repair shop, which confirmed the defect could not be fixed. I rented a truck to retrieve it. *** could not package it and didnt who to recommend me to due to the bike size and weight.I contacted Amazon on July 12, repeatedly explaining what the problems I was having with the bike and that I needed packaging assistance to return the bike. My requests were ignored, and I received only generic return emails. On August 8, 2025, Amazon denied my claim without addressing my issues with the defective product.This situation has caused significant inconvenience, financial loss, and a failure to receive the product I paid for.
Business Response
Date: 08/23/2025
Hello Enock,

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

I'm sorry for the trouble you've had with your ANIIOKI A9 PRO MAX 5600W ******************* Bike for Adults.

I've checked and see the order was placed directly from a third party seller, ANIIOKI-Store *** on our website. When you place an order from a seller, your order is shipped and sold by them and they take full responsibility of your package.

I can confirm that A-Z guarantee claim was already filed on this order on July 12. Our guarantee team has thoroughly investigated your claim and denied it. If you have additional information youd like us to review, you can submit an appeal within 30 calendar days of the decision.

If additional evidence is needed, you can provide it by following these steps:

1. Go to Your orders page (*****************************************).

2. Select the order/item you have issues with.

3. Click on "Problem with order" button.

4. Go to "Refund request status" section.

5. Click on "Add more detail."

6. Attach the files by clicking on Attach Documents.

7. Click on "Submit."

For information about appeals, visit the following Help page:

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

Thanks for your understanding.

Regards,

***** *.
Amazon.com
*****************************
============================
Customer Answer
Date: 08/27/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because: I attempted to follow the A-Z process and they were of little help and I am now left with an expensive defective E-bike as a decorative display at my home

Sincerely,

***** ******
Initial Complaint
Date:08/07/2025
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.
July 3rd the below mentioned order number was pictured as delivered on my front porch (INSTRUCTIONS ARE DELIVER TO SIDE DOOR BY GARAGE) When arrived home, pkg no longer there. **************** contacted/ report pkg missing/ refund ordered. Next day email from Amazon says REFUND DENIED. Account restricted to ********************** purchase. Says RETURN VIOLATION and no policy exceptions. Emailed escalation team leader, as well as other emails found on ****** from other customers having same problem. Escalation team responds "******* has confirmed the shipment you reported as lost was delivered to you in good condition." SO no refund and still restricted to digital purchases. PKG MAY HAVE, but when I arrived home, it was gone. DELIVER TO SIDE DOOR BY GARAGE NOT FOLLOWED. I was told in the past THIS WOULD NOT HAPPEN AGAIN.... DELIVERY INSTRUCTIONS WOULD BE FOLLOWED... but they weren't. SO PUNISH A 73YR OLD ON A FIXED INCOME BECAUSE YOUR DELIVERY PEOPLE CANNOT FOLLOW INSTRCTIONS. What a shame. But you're too big to care about me and others with this same problem. ****** search revealed I am not alone with this same problem.What an uncaring, greedy world we live in.
Business Response
Date: 08/17/2025
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.

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

We notified the customer of this decision by email on 8/17/2025.

Sincerely,

*****
Amazon.com

Customer Answer
Date: 08/17/2025

Complaint: 23713124

I am rejecting this response because: how can a package NOT DELIVERED, to the garage side of the building as instructed, by an Amazon agent be a violation of THEIR return/refund policy and MY fault???
Amazon is not standing behind its customers and is not holding the ********************** agent, the delivery driver, accountable for the loss???
SO NOT ONLY REFUSE REFUND/REPLACEMENT BUT ALSO ONLY ALLOW DIGITAL PURCHASES ONLY... this is a SHAME.
Sincerely,

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

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