ComplaintsforAmazon.com

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I like most others would leave less than zero stars if possible. Over a month ago Amazon decided that someone was ordering items they shouldn't be - and shut my account down. All items were me - they were gift cards to Amazon for a program we are doing. They canceled all. I was in Mexico at the time - not sure if it was the location that freaked them out. I have explained over and over and over and over that it is me. They refuse to turn my account back on. Every time I call, I'm told that there is no email or phone number they can give out to "said department" - CS has to generate an email with them. CS doesn't even have a phone number to them. Right. They've emailed a couple of times with a format email telling me I have to get a new account, because they deemed someone hacked into mine and placed an order. IT WAS ME!!!!!!!!!!!!!!!!!!! They finally send an email saying if I really want to get back in, what I have to do - starting with resetting my password. I've explained over and over that I get a notice every time I try to do this - saying they've closed my account and they won't allow the password to reset. Not only did my Prime renew days before this happened (NO ONE has offered to refund this, so I would have to pay for it again - even though I've asked). I have numerous items I have to return and now can't because I can't start the return process. To say their CS is beyond the lowest most pathetic thing I've ever experienced is putting it mildly.

  Business response

  05/01/2022

  Hello,
  
  We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1 May, 2022 confirming account reinstatement.
  
  Sincerely,
  
  Pranathi
  Amazon.com

  Customer response

  05/01/2022

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

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the beginning of March, I made a purchase of $ 17 dollars and change on Amazon. Unfortunately, my bank declined the charge. I received an email message from Amazon stating that TRS Recovery is handling this matter and that my account is locked. The *** was redeposited in a matter of days and paid along with the fee. I am still going around in circles with Amazon customer service with no person being able to assist me, I must have spent 10 hours on the phone holding for them to look into it. I am not happy with Amazon not making an effort to clear this, TRS confirmed again today that my account is clear, I have been a Prime member for years and am a regular purchaser. I do not want my credit ruined because of this debacle.

  Business response

  06/01/2022

  Hello,
  
  
  I'm Harasankar from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed your complaint and checked with the concerned department in this matter. After investigating the issue they've contacted you and resolved the issue.
  
  Your account is reinstated and now you can place orders in your account.
  
  I hope this information helps. We look forward to seeing you again soon. 
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
  
  
  Regards,
  
  Harasankar.M
  Amazon.com
  http://www.amazon.com

  Customer response

  06/01/2022

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

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # ***-0035848-6968279 Amazon.com has STOLEN my money and sent me the incorrect items. They sent me SOMEONE elses stuff and refuse to refund my money after sending them photos of the incorrect items received. One of the supervisors I spoke to on the phone HUNG UP the phone on me. This is illegal business practices that they are doing. They stole my money for items I NEEDED and delivered someone else stuff. Why should I as a customer have to WAIT 3 days for a resolution or have to go through the hassle of RETURNING items that werent supposed to be sent to me in the first place. This is unacceptable and theft. I have sent several emails of the incorrect items received and Amazon refuses to refund me my money. This is outright theft what they are doing. THEY made a mistake and packaged the wrong items although the shopping tracking and locker pickup code unlocked that item for me to pick up there is clearly someone elses name on the item with MY tracking number associated with my order. A clear negligent mistake BY Amazon. They have the audacity to make these type of mistakes and inconvenience the customers even more by making them wait for a resolution longer than 3 days and hang up the phone when they are calling about a problem. They cannot get away with sending me incorrect items I want what I paid for. And inconvenience me by refusing to refund my money and making me wait for a resolution. I WANT MY MONEY BACK for what I paid for. I should not be responsible for returning items that should have NEVER been incorrectly shipped in the first place. Im sure the person who received MY items if they were ever shipped out at all is calling about receiving the incorrect order as well. This is UNACCEPTABLE I want my money back and a gift card for the inconvenience. Amazon is taking advantage of customers and making them wait for a resolution due to their negligence and mistakes when it comes to sending out orders. This is UNACCEPTABLE

  Customer response

  04/27/2022

  *** Spe

  Business response

  05/11/2022

  Hello,
  
  
  I'm sorry to hear that you received wrong items instead of the correct ones. Since the correct item shows as delivered, as previously requested we require a photo of the wrong item that was delivered by the carrier. We're unable to take action until we receive the photo.
  
  
  If you haven't done so already, please take a photo of the shipping label on the package, the wrong item received, the condition of the box, and any other barcodes that *** be present on the wrong item received. The information can be visible in one photo, or sent as multiple photos. Next, please reply to this email with the order number and photos in .jpg file format.
  
  
  Please note the e-mail must come from the e-mail address belonging to the account that made this order.
  
  
  Please allow 3 days for us to review once you have submitted the photo.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an iPad Air 4 from Amazon for $531.20. I bought the item in confidence because it has amazon 90 day refurbished guarantee that states it has been professionally inspected, tested and. cleaned by Amazon-qualified suppliers. The guarantee states I can get a replacement. Upon receiving the item I noticed it was a counterfeit. I verified it **************** number with Apple. Upon contacting ******************** support the representative advised me since they dont have one available at the price I paid for it to purchase another iPad Air 4 and once they received the counterfeit they will issue me a refund for the difference. I sent back tue previous one and ordered a replacement that costs $743.74. I called to get my difference of $212.54 and now they are stating they cannot do it that I was given Faldo information . I spoke to a supervisor who was rude and told me to act product is not guaranteed even though I sent them the screen shot of the listen item and there guarantee. Please help

  Business response

  04/29/2022

  Hello,
  
  I'd love to help, however, I wasn't able to find the order you asked about using the email address on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account.
  
  If you still need help, please contact us again by visiting our Help pages (http://www.amazon.com/help), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.
  
  We look forward to seeing you again soon.

  Customer response

  04/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Grey are requesting my email for my account. The email I use for my Amazon student prime account is ************************** Please provide them the email so they can pull up my order. 
  
  Sincerely,
  
  *****************************

  Business response

  05/06/2022

  ****************,
  
  
  I'm ***** from Amazon.com. I thank you for helping us with your account details.
  
  Upon checking your order, I found it was sold and fulfilled by third party seller. Unfortunately, we're unable to create a replacement for your order. I'm sorry for any incorrect information that you received. We've already initiated appropriate actions on the representative who provided incorrect information.
  
  A full refund of $531.20 was issued towards your order on April 27, 2022. Unfortunately, we're unable to honor and issue a refund for the price difference.

  
  

  Customer response

  05/07/2022

   
  Complaint: 17116544
  
  I am rejecting this response because:
  I was clearly told next steps by there customer service representative. They advised me to put chase another iPad and would compensate the difference as the iPad I purchased from them was a counterfeit. I understand it was a third party but Amazon stamped there guarantee on the produce indicating that they have inspected and guarantees the item is a Apple product and functionable. They guaranteed that the personally inspected the product and guarantees the product. Amazon shouf honor what there customer service representative promised 
  Sincerely,
  
  *****************************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was suppose to receive a refund for a prom dress that I had ordered for my daughter. Amazon refunded my account but then immediately took the money out again. I have bank statements regarding this. I have tried over and over to settle it with Amazon but they are refusing to acknowledge the mistake. I am now out a dress and the money I spent. It was $100.68

  Customer response

  04/27/2022

  The order is #***-7413006-3817011

  Business response

  04/29/2022

  Hello,
  
  I'm Harasankar from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed your complaint and checked the order that  you are referring to.
  
  I see that a full refund has been issued for the item on Wednesday, April 6, 2022 and it has been processed to the original payment method used for  placing this order.
  
  I do not see any charge from our end at this point and the refund has been disbursed already. I request you to check with the card issuing bank on this matter for further assistance.
  
  Thank you for your patience and understanding. We look forward to seeing you again soon. 
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
  
  
  Regards,
  
  Harasankar.M
  Amazon.com
  http://www.amazon.com

  Customer response

  04/29/2022

   
  Complaint: 17116316
  
  I am rejecting this response because: I have proof that the money was refunded and then immediately withdrawn from my bank account. I have talked to my bank and they have proof of this. The $100.68 was refunded and then IMMEDIATELY withdrawn. So as I stated before, I have not been given back my money. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not receiving text message notifications about my package deliveries. I have contacted Amazon about 15 times about this in the last 2 years and they are not fixing it.They either tell me they have to reset the system or that my cell phone carrier is blocking the texts. I contacted my cell carrier and they said they do not block texts. Also after I contact customer service they said they fixed the issue, but they did not. Last time I contacted customer service via online chat they said they would escalate the issue to the correct department to look into it. I never heard anything back and the issue is still not fixed.

  Business response

  05/01/2022

  Hello *****, 
  
  I am Raman from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message. 
  
  I am so sorry to hear of the issue with your notifications and have looked up the texts we share with you on your account. I can confirm that text notification are enabled and transactional information is being shared with you. 
  
  We recommend you check the phone number you have shared with us on your account. You may also want to change the number in case of any issues. Also, you may need to check with the brand of mobile device as well as your phone service provider as some emails may be restricted at their end. 
  
  To update your phone number, go to the Your Account page (http://www.amazon.com/your-account) and click on the "Login & Security Settings" box near the top of the page. Then, click on the "Edit" button next to the item you wish to change.
  
  For privacy and security, you'll need to make the changes through the above link.
  
  I see youre disappointed with the information weve previously provided to you earlier but this is the best solution we can offer.
  
  Regards, 
  Raman R. 
  Amazon.com 
  http://www.amazon.com

  Customer response

  05/02/2022

   
  Complaint: 17115999
  
  I am rejecting this response because:
  
  

  There seems to be an issue with coordination of information at Amazon. I was contacted by ********************** from Amazon and they said that only text messages are sent out to to delays or exceptions in shipments, that no longer are texts sent out for shipment delivered. Here is a quote from the reply.

  "Customers no longer receive text message (SMS) updates for 'shipped', 'out for delivery', and 'delivered' shipment events. Customers who are sign up for Shipment Updates via Text still receive SMS updates for exceptions or delays."

   

  Evver customer service rep I talked to did not seem to know this. Can you clarify?

   

  Sincerely,
  
  *****************************

  Business response

  05/12/2022

  Hello *****,
  
  I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for any misunderstanding in this case.
  
  If you visit the website link : https://www.amazon.com/gp/help/customer/display.html?nodeId=********* you will see that there is an option to get the text alerts. Here is the information just for your convenience.
  
  If you agree to receive tracking updates through Amazon Shipment Updates via Text, you will receive text messages when your package is shipped, out for delivery, delivered, or encounters an exception or delay. You will also need to confirm your subscription by replying YES to the subscription confirmation message that Amazon will send you upon signing up for the service.
  
  Message and data rates may apply. Message frequency based on account orders. Text HELP to ****** for Help. Text STOP to ****** to cancel. For assistance, contact us (https://www.amazon.com/gp/help/customer/contact-us/ ).
  
  Our participating carriers include (but are not limited to): AT&T, SprintPCS, Metro PCS, ********* U.S. ***************** Wireless.
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
  
  We look forward to see you soon.
  
  Regards,
  Praveen M
  Amazon.com. 
  http://www.amazon.com
  
  

  Customer response

  05/12/2022

   
  Complaint: 17115999
  
  I am rejecting this response because:
  
  Sincerely,
  

  The customer service agent I spoke to said text alerts for item shipped or delivered are NOT sent anymore. This is contrary to what you are telling me. Can you clarify why what they are saying is different that what you are.

   

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

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  cant login to my account ********************** its a merch by amazon account. that i believe i was approved on. I have been blocked out of my email address i used to create the merch account with. I still have the correct password when I login but it sends an email notification every time to email address i cant access.amazon customer service told me they would remove the old email address and a new one. but never did. this is very frustrating and i just need access back to my account someway.Please help me I have spent hours on the phone dealing with customer service, customer account change team and even dealing with amazon merch via email all to no avail.its so frustrating something so simple cant be resolved like this.

  Business response

  05/20/2022

  Hello Etef,
  
  I'm Vijay from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed your complaint regarding the sign in issues of your Merch by Amazon account. I'm sorry about any inconvenience this may have caused.
  
  I've reached out to our specialist team and they informed that if you want to change the email associated with the Merch by Amazon account, you'll need to change the email associated with your Amazon.com account.
  
  As per them, the email address you mentioned in the complaint is not associated to any approved Merch by Amazon account. If you want access to Merch by Amazon, you'll need to create a new account and request an invite through https://merch.amazon.com -- you will then go through the account review process.
  
  I hope this information is helpful. We hope to see you again soon.

  Regards,
  
  **************
  Amazon.com
  http://www.amazon.com

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My amazon account (*****************************) was closed for no apparent reason and when I emailed, they told me it was closed due to a violation of their terms.I am sure that I have not as I haven't even used the account for over half a year and when I asked for evidence or exact reason they kept telling me that it was just closed due to a link of another closed account (which i do not have). I have emailed repeatedly and called and have gotten no resolution for the wrongful closing of my account. Furthermore, I have yet to receive a actual valid reasons or any supporting evidence for why they might think so.

  Business response

  05/01/2022

  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.
  
  We notified the customer of this decision by email on 2 April 2022.
  
  Sincerely,
  
  Amazon.com

• Initial Complaint

  04/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a Amazon Prime customer for a few years now. I'm also a Sprint customer, and my plan included a free ********************** subscription. I received an alert from my credit card company, because it said I went over my limit. I checked it out and it was a charge for Amazon Prime. I shouldn't be charged as I'm covered under my Sprint plan. This has happened before, I'm not sure if it's a glitch on Amazon's end or they're intentionally charging accounts that shouldn't be charged. I first reached out to Amazon, they made claims that my plan had been cancelled and said I should reach out to Sprint. I told them that was inaccurate and that I've had the same plan. I then reached out to Sprint. I was told that my Prime account was showing as free and I was directed to my bill which in fact states that I have free Amazon Prime with my plan. I reached out to Amazon again, and the supervisor said that It showed my plan was cancelled, which again is impossible because I'm still enrolled in that same plan. He also basically stated there's nothing else they could do. At this point, this seems very shady and I don't appreciate it. They only reason I noticed all of the charges is because of the alert I received. I would also like to note that they charged me a higher amount this month than previous months. I am very frustrated and they seem to be very untrustworthy, when they advertise themselves in a certain way.

  Business response

  08/22/2022

  Hello *******, 
  
  I am Raman from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message. 
  
  I am sorry to hear of the issue you have shared with us regarding your Prime subscription and have reviewed the issue. 
  
  The Sprint subscription was active from March 24, 2020 till March 21, 2021 when it expired. It was then replaced by regular monthly Prime. A refund has been issued for the 7 months of Prime charges after March 21, 2021. 
  
  We would suggest you restart your Prime using the link using your Sprint sign up link. To view and manage digital subscriptions you've purchased with Amazon, go to Your Digital Subscriptions in Your Account:
  https://www.amazon.com/yourmembershipsandsubscriptions
  
  Select "Manage Subscription" to see full details for a subscription, including billing information, auto-renew settings, and a cancellation option:
  --Select "Change" next to your payment method to change the billing information for your subscription. You can switch to any credit card saved to your Amazon account.
  --Use the "Auto-Renew On/Off" option to stop the recurring charge for your subscription or free trial before the renewal date.
  --Select "Cancel Subscription" to cancel the subscription.
  
  For more information, go to:
  https://www.amazon.com/help/digitalsubscriptions/manage
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter. 
  
  Regards, 
  Raman R. 
  Amazon.com 
  http://www.amazon.com

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #: 114-5293173-8887416 it says return is in transit. i just got an email saying ill be charged for this item even though i sent it back a long time ago the automated chat just sent this too : Messaging Assistant | **************** OK, looks like we received this item. Thanks for returning it.Okay, please allow 3 to 5 business days for us to credit your money back to you.ive been going back and forth with customer support about an item i returned. im getting emails saying i am going to be charged for something i sent back a while ago. upon speaking with chat, they told me they never received the item, however, i took it to a drop off location and they packaged the item for me to ship back. i am now being told im responsible for the courier's duty of returning said item. this is nuts.

  Business response

  05/07/2022

  Hello,
  
  I'm ********** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed your complaint and checked with the concerned department in this matter.
  
  After investigation they've informed us that they didn't receive the correct item in the return shipment, which is why they've denied the refund.
  
  If you want to appeal against this decision then you need to reply to the original refund rejection email sent to you on Thursday, April 7, 2022 at 9:33 PM (PDT).
  
  Only replying to this email the concerned department will be able to help you any further.
  
  Thank you for you patience and understanding. We look forward to seeing you again soon.
  
  Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
  
  
  Regards,
  
  **********.M
  Amazon.com
  http://www.amazon.com

*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. ↩