Complaints

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:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased ***** Cookies from ***** Cookies via ******. The cookies were clearly burned in the manufacturing process and are as such inedible. ****** said it is not refundable because ***** sold them through their website.

  Business Response

  Date: 12/30/2024

  Hello,
  
  We are sorry to hear about the unsatisfactory experience with one of our products. Due to this order being placed on amazon's site (for which we are a vendor) any and all complaints requiring a refund must be handled with ****** customer service directly as they were the ones to receive this payment. ****** can be contacted either on their site or by calling **************. Due to payment being processed by them, we do not have the funds or transaction info to reverse payment.
  
  Thanks.
  David's Cookies

  Customer Answer

  Date: 12/30/2024

  
  Complaint: 22671875
  
  I am rejecting this response because:

  From Amazon's website:

   

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  About Our Returns Policies
  ********** and most sellers on ********** offer returns for items within 30 days of receipt of shipment.
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  2024 Holiday Season Extended Return Window: For the 2024 holiday season, most items purchased between November 1 and December 31, 2024 can be returned through January 31, 2025. ***** brand products purchased between November 1 and December 31, 2024 can be returned through January 15, 2025.
  ********** Returns Policy
  Items shipped from **********, including Amazon Resale, can be returned within 30 days of delivery, with some exceptions:
  For information about products that can't be returned, see Items that Can't be Returned.
  To determine if a product sold by ********** has a longer return timeline, locate the product type below. If the product type isn't listed or doesn't state another returns time frame, our standard 30-day return policy applies.
  While most sellers offer a returns policy equivalent to ******'s, some seller returns policies may vary. If the seller's listing is eligible for Amazon Prime, it will be subject to the same return policies as items fulfilled by ********** that are outlined on this page. For more information about returning to third-party sellers, see Returns to Third-Party Sellers.
  For products purchased from the Amazon Global Store, see Amazon Global Store Returns.
  For more information on refund timing and amounts (including partial refunds and restocking fees), see Refunds.
  If you have returned an item to Amazon by mistake or included something not intended for Amazon in a return, see Mistaken Returns.
  If you have already received a refund and are expected to return the item, you can create a return request. For more information about how to create a returns request see Return Items You Ordered. You will be charged if an item that is expected to be returned is not sent back to ***
  If the item has already been sent back to us and you have received an email asking you return it or have been charged for item, we will reverse the charge as soon as the return is processed by us. It might take additional time for your financial institution to make funds available in your account.
  To prevent and detect fraud and abuse, in some circumstances ****** may require additional information and documentation from you, such as a government-issued photo identification, to consider processing a return or providing a refund or replacement. All personal information you provide will be handled in accordance with our Privacy Notice, which is linked at the bottom of this page.
  
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  Wedding Registry *************************************************** products purchased using ***** are eligible for free returns, except for Amazon Pharmacy purchases, which are subject to ***************'s return policy. To return a product purchased using *****, process your return as normal in the *************** We'll automatically refund you any shipping charges applied to the return. You should see the shipping refund within 7 days of receiving your product refund.
  For songs or albums accidentally purchased from our Digital Music Store using *****, see Digital Products.
  Amazon Bulk Liquidations Store
  Amazon Bulk Liquidations Store sales are final and not eligible for return.
  Amazon Devices
  Amazon-branded devices such as Kindle e-readers, Fire tablets, ************** devices, and Echo devices and their accompanying Amazon-branded accessories purchased from ********** can be returned within 30 days of receipt of shipment as long as they remain in the same condition as the date of purchase.
  All Amazon-branded devices and accessories that are returned and for which a refund or replacement is given will become the property of ****** upon receipt.
  For more information about returning Amazon devices and accessories, including instructions for returning, please see the Amazon Device Return FAQs.
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  Amazon Fresh and Grocery Items
  
  Grocery items (including Amazon Fresh items) and wine are not returnable to Amazon but may be refunded or replaced.
  See About Spilled or Damaged Amazon Fresh Items for information on requesting a refund.
  
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  Amazon Handmade
  
  Products sold by Handmade Makers are subject to the standard A-to-z Guarantee policies for ******. The exception to this are items that are purchased with optional customization options, other than size and color. See Customized Products for additional details.
  
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  Amazon Haul
  Amazon Haul gladly accepts returns on all eligible items initiated within 15 days of delivery and offers free return shipping, where available.
  Amazon Haul products equal to or under $3.00 are not eligible for return.
  Amazon Haul products must be returned in new, unused, and unaltered condition. This includes any attached tags and, where applicable, hygiene seals.
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  Amazon Photos
  
  Amazon Photos printed products are not returnable to ****** but may be refunded or replaced.
  
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  ***************
  
  We're unable to accept returns. This includes 6-month supplies of a medication, if your prescription changes, and you need to switch medications. If you notice any quality-related issues like errors of tampering with an order you have received, please contact *************** ************* at ************** immediately.
  
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  Amazon Renewed
  
  Products on ****** Renewed are backed by the Amazon Renewed Guarantee where specifically mentioned on the product detail page. With this guarantee, you are eligible for a replacement or refund within 90 days of receiving the product (or within 1 year of receipt of a Renewed Premium product) if you are not satisfied.
  ****** Renewed products can be returned within 90 days of receipt of shipment (or within 1 year of receipt of a Renewed Premium product), and qualify for free return shipping.
  
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  Amazon Resale
  In most cases, used or open box items purchased from Amazon Resale and shipped from ********** can be returned within 30 days of receipt of shipment. Some products have different policies or requirements associated with them.
  Amazon Renewed items sold by ************* can be returned within 90 days of receipt of shipment.
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  Automobiles
  
  Automobiles purchased through ********** are not eligible for return.
  
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  Automotive Items
  
  If you've purchased a defective automotive item, shipped from and sold by **********, that is covered by a published manufacturer warranty, ****** honors the warranty. ****** will either replace the item or refund the cost of the item for the life of the published warranty.
  
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  Baby Items
  
  Baby items can be returned within 90 days of receipt of shipment.
  Gifts purchased from a Baby Registry can be returned within 365 days after receipt of shipment.
  Breast pumps must be returned unused in their original condition with the factory seal and packaging intact.
  If your return is not a result of an Amazon error, we won't refund the original shipping fees.
  
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  Birthday Gift List
  
  Items purchased from your Amazon Birthday Gift List as a gift can be returned within 90 days of delivery.
  Items purchased by the registry owner are subject to the standard 30-day ********** Return Policy.
  
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  Buyer's Club Purchases
  
  Amazon cannot issue a replacement or a refund for lost or damaged items that you send to a third-party for the purpose of resale. ****** is not responsible for any damage, defect, material difference, or loss that occurs to items after the items are delivered to a third-party resale business or buyer's club. This means that ****** will not provide a replacement or a refund for any lost or damaged items after they are delivered to a resale business. If an item arrives from ****** damaged, please instruct the resale business to refuse delivery. We will issue a refund when the item is returned to ******. ****** will not engage with a resale business or buyer's club that did not make a purchase directly from *******
  
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  Clothing and Accessories
  
  You can return clothing and accessories up to 30 days after the delivery date.
  Items from The Drop Collections are eligible for returns, but a return shipping fee will be deducted from your refund due because the item is made-on-demand for you.
  
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  Collectibles (sports & entertainment)
  You must return collectible items with a value of $35 or more using a trackable method. Items with a value more than $500, must also be insured.
  All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item.
  Any items returned without original documentation will be rejected.
  Before shipping a return, photograph the item for your records.
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  Collectible Coins
  To request return information, contact the third-party seller within 14 days of receipt. Your return must be postmarked within 30 days of the date you received the item.
  Items with a value of $35 or more must be returned using a trackable shipping method.
  Before shipping a return, photograph the item for your records.
  Graded Coins and ******************* Packaged Coins must be returned in their original packaging, along with any supporting documentation.
  Returns without the original packaging and documentation will be rejected.
  Collectible Coins that have been damaged or otherwise altered after delivery will not be accepted for return.
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  Computers and Electronics
  New desktops, laptops, tablets, and other electronics (excluding televisions, Amazon-branded devices and Amazon Renewed products) purchased from ********** that didn't start when they arrived, arrived in damaged condition, or are still in an unopened box can be returned for a full refund within 30 days of delivery.
  ***** Brand products and Boost Infinite Brand products (excluding Amazon Renewed) purchased in ********** can be returned within 15 days of delivery.
  ********** may test products that are returned by customers because they didn't start when they arrived and impose a customer fee equal to 15 percent of the product sales price if the customer misrepresents the condition of the product.
  Any returned product that is damaged through customer misuse, is missing parts, or is in unsellable condition due to customer tampering may result in the customer being charged a higher restocking fee based on the condition of the product.
  New, used, and refurbished products purchased from sellers other than ********** are subject to the returns policy of the applicable seller.
  Contact the manufacturer directly for product registration and warranty-related information.
  Note: Before returning items on which you've saved personal information, erase this information completely by following manufacturer instructions.
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  Custom Gift List
  Items purchased from your Amazon Custom Gift List as a gift can be returned within 90 days of delivery.
  Items purchased by the registry owner are subject to the standard 30-day ********** Return Policy.
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  Customized Products
  Custom products are not returnable but may be refunded or replaced within 30 days of delivery if the products are damaged/defective upon arrival, or materially different from what was ordered. If there is a misspelling or error in the configuration, inscription, or design due to a mistake by the third-party seller, you are protected per the Amazon A-to-z Guarantee.
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  Digital Products
  Unless otherwise specified, games, software downloads, and purchases from the Amazon Appstore, the Amazon Digital Music store, the Amazon **** store or the Amazon Video store are not returnable after purchase.
  Books accidentally purchased from the Kindle Store can be returned within seven days of purchase. You may not be eligible for a refund if a book has been partially read or if we detect account abuse. Once a refund is issued, you won't have access to the book. To request a refund and return content, visit ****** Your Content and Devices. Then select the Actions button next to the title you'd like to return, and select Return for Refund.
  Kindle books you receive as a gift are eligible for exchange for an ********** Gift Card before acceptance.
  Subscriptions to titles in the Newsstand section of the Kindle Store (magazines, newspapers, and blogs) can be canceled at any time by visiting Manage Your Content and Devices. For more information, see Kindle Magazines and Newspapers.
  Digital educational resources can be returned within seven days of purchase for a resource that has not yet been downloaded.
  Amazon-Sold Add-Ons purchased from Amazon **** may be eligible for a refund within 90 days of purchase, depending on the circumstances of your order. To request a refund, contact ****** customer service for assistance.
  Songs or albums accidentally purchased from our Digital Music Store using ***** are eligible for return and refund if we receive your request within 7 days of the date of purchase. To request a refund, contact customer service.
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  Fine Art
  Fine Art items with a value of $35 or more must be returned using a trackable shipping method. Items with a value more than $500 must also be insured.
  All product packaging (boxes, etc.) and certificates of authenticity and appraisal must be returned with the item.
  Any Fine Art item returned without original documentation will be rejected.
  Any Fine Art items that have been damaged, or otherwise altered after delivery, won't be accepted for return.
  Before sending a Fine Art return, photograph the item for your records.
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  Furniture
  Furniture items are returnable for any reason within 30 days of receipt of shipment.
  If the item is damaged or defective, ****** will help you solve the problem, or provide a free return or replacement.
  Contact the manufacturer directly for product registration and warranty-related information.
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  Gift Cards
  Gift Cards are not returnable after purchase (except as required by law).
  For more information about Gift Card limitations, see ********** Gift Card Terms & Conditions.
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  Hazardous Materials
  Hazardous materials, including flammable liquids or gases are not returnable to Amazon.
  Contact the manufacturer directly for service, warranty, return, and refund information.
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  Jewelry and Watches
  Jewelry and watch items with a value of $35 or more must be returned using a trackable shipping method.
  All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item.
  Any items returned without original documentation will be rejected.
  Items that have been resized, damaged, or otherwise altered after delivery won't be accepted for return.
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  Live Plants or Insects
  
  Fresh flowers, live indoor plants, or insects are not returnable to Amazon, but may be refundable.
  
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  Luxury Stores
  The following guidelines apply to all return-eligible Luxury Stores products, and returns that fail to adhere to these guidelines may be rejected. Luxury Stores gladly accepts returns on all eligible items within 30 days of delivery and offers free return shipping.
  
  Beauty products made of hazardous materials, including flammable liquids or gases, are not returnable to ******. These products will not display a "free returns" message on the product detail page.
  Luxury Store products must be returned in new, unused, and unaltered condition. This includes any attached tags (product tags and security tags), and where applicable, hygiene seals and related accessories. Accessories include but are not limited to; duster bags, garment bags, removable accessories or attachments, spare parts.
  Shoes: When trying on shoes, stand on a carpeted surface to protect the soles. The shoebox forms part of the product and should remain intact by placing it in an outer shipping container when sending back to us, otherwise it will not be accepted.
  Lingerie & Swimwear: Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.
  Bags: Please handle light-colored bags and accessories carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-colored items.
  Product packaging and documentation should also be returned with Luxury Stores products.
  This includes the brand packaging (provided by the luxury brand directly, different from the Luxury Stores packaging). Additionally, products should be returned in any original protective packaging to prevent damage during return shipping.
  For product documentation, this includes but is not limited to any certificates of authenticity, grading, and warranty cards.
  Items must be returned using the return label we provide. In rare cases where a return label is not provided, please contact Luxury Stores Customer Service.
  We may monitor customer return activity and take appropriate action (including but not limited to denial of refund) if account abuse and/or activity in violation of our return policy is detected. If we receive a return of an item different from the item purchased, we may delay the refund to allow time for proper review or dispose of the item without compensation.
  
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  Major Appliances
  Major appliances are returnable for any reason within 30 days of receipt of purchase
  At the point of delivery, unbox and check that the item is correct and free from damage. If the item is wrong or damaged, tell the delivery personnel and don't accept the delivery. They will help you to arrange a free replacement or a refund.
  If you notice that the item is damaged or defective after delivery, ****** will help you solve the problem, or provide a free return or replacement.
  Contact the manufacturer directly for product registration and warranty-related information.
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  Mattresses
  You can request a return or refund for any reason within 100 days of receipt of shipment.
  We accept both opened and unopened mattresses.
  Carriers may refuse to accept the return of any mattress due to unsanitary conditions, stains, or infestation.
  Contact the manufacturer directly for product registration and warranty-related information.
  If you're a ********** resident and have a question related to the removal of mattresses, go to Special Delivery Options for Large and Bulky Items.
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  Pet Food
  
  Pet food and similar products are not returnable to Amazon, but may be refundable.
  
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  Pre-Paid Phone or Game Cards
  
  Pay As You Go (or prepaid) phone cards or prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points, etc.) are not returnable to Amazon.
  
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  Software and Video Games
  
  Software and video games can be returned for a full refund within 30 days of purchase. Returned software or video games that are activated, used, or missing parts will incur up to a 100% restocking fee.
  
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  Televisions
  Televisions are returnable for any reason within 30 days of receipt of shipment.
  Returns for televisions must be in new condition, in original packaging, and with all personal data removed via factory reset.
  If the item is damaged or defective, ****** will provide a free return or replacement.
  Contact the manufacturer directly for product registration and warranty-related information.
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  Tickets
  
  Theme park tickets are not returnable after purchase.
  
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  Wedding Registry Items
  
  Items purchased from your Amazon Wedding Registry as a gift can be returned within 180 days of delivery.
  Items purchased by the registry owner are subject to the standard 30-day ********** Return Policy.
  
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