Amazon Germany Customer Service Issues

Subject: Urgent Response Needed - Order # [redacted]-[redacted] Hello Amazon Germany, I have been a loyal customer of Amazon in the USA since its inception. I recently made a purchase on Amazon.de but encountered an issue with the order. Instead of directing me to DHL, I kindly request a prompt resolution directly from Amazon.de. I was taken aback by the information that my refund process could take 7 to 8 days. This differs from the service provided by Amazon.com, where items are shipped promptly with priority. I do not understand why I must wait so long to receive a refund for an undelivered item. This situation I am facing is a matter between Amazon and DHL, and I urge Amazon Germany to expedite the delivery of the item I have purchased without further delay. Thank you for your attention to this matter.

Dear Amazon DE / EU, I am reaching out on behalf of Mr. B. Cristiano regarding a recent order and return. On May 27, [redacted], Mr. Cristiano purchased an Apple iPhone 13 Pro Max, Apple iPad Air, and ASUS TUF GeForce RTX [redacted] TI from your platform. Following a price difference elsewhere, he initiated a return using DHL code [redacted]66 on June 6. Despite the return being sent back within the specified timeframe, Amazon informed Mr. Cristiano on June 19 that they hadn't received the items and couldn't proceed with the refund. He has made efforts to clarify the situation, but Amazon's responses have been lacking. We kindly request an immediate refund, the restoration of any wrongfully held funds, and a cessation of any negative implications on Mr. Cristiano's reputation. Thank you for addressing this matter promptly. Sincerely, Lawyer P.M. La Monica Bellacosa Law Firm Nocera Inferiore – Rome – Milan

My Amazon account was blocked due to "suspicious" activity. I believe it could be because I am an Uruguayan attempting to make a purchase on Amazon Germany while visiting. Initially, I was requested to submit a credit card statement with my address. The only statement I have is from Uruguay, where I do not currently reside. Later, I was asked to email a utility bill but I am uncertain which account to send it to, as the account given does not accept emails. There is a concern that providing a bill with a Uruguayan address might create the same issue instead of a German address. I contacted [redacted] and [redacted] with the following message: "I am not a German resident but a Uruguayan visiting Bonn temporarily and staying in an Airbnb rental. Therefore, I cannot submit utility bills for this accommodation or any other in Germany. My intention is to make purchases before my departure and collect them at a nearby pickup point. Kindly advise if I still need to provide a utility bill, knowing that I only possess bills from Uruguay. Alternatively, let me know if there is other documentation I can provide to verify my identity for shopping on Amazon in Germany. Best regards, Ana"

Yesterday, I placed an order for a Vanessa brand iron on your website, but my account got blocked. I provided the requested information like my address, phone number, and names. Just today, July 8, I got an email asking for a photo of my utility bill, but when I replied to the email, they said they don't accept this kind of information through that email. They didn't specify another email address. So, I'm reaching out here for assistance. I hope to resolve this issue promptly as my order was supposed to be processed today. Thank you for your help.

I need help with requesting refunds for 2 Kindle book downloads. The first purchase was accidental, and I couldn't refund it as it was part of a box set I already owned. The second book was of poor quality with multiple spelling and grammar mistakes, making it unreadable. The return button didn't work to request a refund. Contacting Amazon Germany via telephone was difficult as the options were in English and then switched to German without any other language choices available, making communication impossible. There is no provided email address for further assistance.

Hello, I recently ordered a ukulele from your store and encountered some difficulties with the processing. I am currently in the process of moving to another country to volunteer in Denmark starting on August 4th. I require the ukulele for my work from August 10th and attempted to have it shipped before my move. I initially provided my address in Hungary at Arany János u. 5, [redacted] Budapest, but I will soon be relocating to Skole Allé 1, [redacted] Ribe, Denmark. Unfortunately, there was a shipping mix-up resulting in my account being locked with the order pending. Could we please address this issue promptly? Your support team requested bills as proof of identity, which I struggled to provide as the organizations I am affiliated with adhere to GDPR regulations and cannot disclose billing information. I question the necessity of this requirement considering I have shared my phone number, email, and bank account details - sufficient information to verify my identity for a purchase of this nature. I hope we can resolve this matter swiftly as I had intentions of conducting future business with your company. However, my confidence is diminishing as time elapses without a solution. I eagerly await your response. Warm regards, Alexandra Misura / Misura Alexandra

I would like to express my gratitude for this unique service. I am currently residing in Thailand and have encountered an issue with an Amazon.de order. Despite purchasing a specific ear wax remover, I received a nose cleaner for babies instead. The mix-up between the two items for different purposes and age groups has been frustrating. The product I initially ordered is the "Gloglow Electric USB Vacuum Ear Wax Remover" for €23, but I ended up with an "Electric Nasal Aspirator" designed for children priced at €16. Beyond the incorrect item, I've faced challenges with the delivery service from ECMS, including false failed delivery claims and unreliable scheduling. Communicating my concerns to Amazon.de was difficult as I couldn't find a direct email address, leading me to a less efficient Q&A platform. The response advised me to use a large return box with inaccurate information and suggested sending the item back to Slovakia instead of Germany, which seemed illogical. Overall, I believe Amazon should take responsibility for their mistake and handle the return process at their cost, including the correct item's expedited shipping. It's important they acknowledge and rectify this error promptly. Sincerely, Friedrich Fischer

Ich habe Schwierigkeiten, mich in mein Konto einzuloggen. Frühere Bestellungen wurden storniert, da nicht genügend Geld auf meiner Karte war. Das Konto wurde vorübergehend gesperrt wegen verdächtiger Aktivitäten, aber nach einer Woche erhalte ich jedes Mal eine SMS, wenn ich mich einlogge und die Zahlung bestätige. Mir ist unklar, ob das Geld automatisch für die ausstehende Bestellung abgebucht wird.

I purchased an item from Amazon.de while I was in Egypt, using my Egyptian credit card with a German billing address for a birthday gift surprise. The payment was deducted, and I received an order notification with number [redacted]-[redacted]. Afterward, Amazon notified me of unusual account activity, suspending my account with no refund. The order, initially due on August 1st, got postponed to August 2nd but was never shipped, with no further updates. I haven't received a refund either. To resolve this, Amazon requested a billing statement I can't provide as my Egyptian credit card issuer doesn't issue them. My email associated with the account is [redacted] I am seeking a refund to my credit card, not the order or account reactivation. Thank you.

On August 3, [redacted], I purchased a mobile phone from Amazon.de. I got a confirmation email, and shortly after, I got another email stating my account was temporarily on hold. I was asked to verify my account by providing documents. Despite submitting what was requested, I never received a reply within the promised 24 hours. I've emailed multiple times with no response. I also couldn't reach Customer Support as I kept getting a message requesting more information. Today, August 23, [redacted], I called a number I found on GetHuman and spoke with an Amazon.de representative. They said they would send me an email with further instructions. The email asked me to upload a government-issued ID or a utility bill, but when I tried to sign in, I received the same account suspension message. I feel this inconvenience is intentional because I suspect Amazon.de doesn't want to fulfill my discounted order.

Hello, I've been trying to order a book since yesterday evening, and it's urgent that I receive it quickly. After placing my order, I received an email from Amazon.de regarding unusual payment activity on my account. I provided my name, billing address, and the last four digits of the card used for payment, but it was still flagged. I realized the issue might be because I used my name for delivery and my father's card for payment. I resubmitted the information with both names but the order remained blocked. I attempted to reorder but my account was blocked again shortly after. I even created a new account using my father's details, but the same issue occurred. I'm frustrated with the process and would appreciate it if the problem could be resolved as I've been unsuccessful in purchasing the book despite multiple attempts.

Since my last order, I've been stuck in a cycle with Amazon. I try to log in, but I keep getting a message saying my account is on hold due to a discrepancy in my information. I submit the required documents, receive a follow-up text, and the cycle repeats when I try to log in again. It's been a frustrating loop, and I just want to close my account and open a new one. Can someone help me break free from this cycle?

Hello, I ordered headphones on Amazon Samsung Galaxy Bads Life. The order was placed on August 29th, as a premium order for next day delivery on August 30th. However, I received an email indicating a delay, with the new delivery date set for August 31st. The product did not arrive, and I received another notification about a delivery issue. Subsequently, I was informed that the headphones would arrive on September 1st, but they have not. I have received correspondence from the postal service. There is an order number, the payment has been debited from my account, but the product has not been delivered. Please assist in resolving this issue. Delivery estimate update for your Amazon.de order #[redacted]-[redacted].

Hello, I ordered headphones from Amazon, the Samsung Galaxy Buds Live, on August **. The order was placed as a Prime order with next day delivery set for August **. However, I received an email notifying me of a delay, stating the product would arrive on August **. Unfortunately, it did not arrive on that date. Subsequently, I received a series of letters from the postal service indicating delivery issues. Another letter stated the headphones would be delivered on September *. Despite this, the headphones have not arrived. I have a order number, funds have been debited from my account, but the product is still undelivered. Please assist in resolving this issue. Thank you.

Dear Sir/Madam, I am concerned about a potential scam I encountered. I recently received a call from +49 34[redacted] inquiring about an iPhone order linked to my Amazon account, which I did not make. The caller claimed my account was compromised and threatened withdrawing funds if I didn't comply. I requested an official email confirmation, but the caller refused and abruptly ended the call. Upon inspection, there were no unauthorized orders in my Amazon cart. Could you investigate this matter and safeguard my account? Thank you for your assistance.

On 9/5, I purchased a graphics card worth around EUR 1,[redacted] on amazon.de. In early June, I decided to return it due to concerns about the price-performance ratio. In the process of returning it, I accidentally forgot to include the pcb component. I later shipped the component separately and tracked both packages to ensure they reached amazon.de. On 18/6, I received an email stating my return was incorrect and to send the correct package for the return. Despite my attempts to contact them via chat, I was advised to communicate through email. However, responses to my emails either require waiting for investigations or referring back to the initial incorrect return email on 18/6. Amazon.de claims the product I mistakenly sent was an "Asus GeForce GTX," not the "Msi GeForce RTX" I actually returned. Despite my requests for proof of the product they received, Amazon.de maintains their decision without providing evidence, as they claim the product was already disposed of. Now that Amazon.de has confirmed receiving my full return, I am left without the product or a refund.

Hi there, My account on Amazon has been put on hold. They are asking for further documentation to verify my card ownership. I've submitted photos of my card and ID but it's still on hold. They are now requesting utility bills and billing statements with a phone number, but these bills typically don't include phone numbers. It's frustrating because they are asking for documents that don't seem to exist on these types of bills. I'm unsure of what else they might need from me. Thank you for any advice.

Dear Sir/Madam, I am writing on behalf of Nilab Talash from Germany. On 3/9/[redacted], my friend ordered a FOSSIL FB 01 Men’s watch with a 42mm case size, Quartz Movement, and stainless steel strap, to be delivered from Sacramento, [redacted], to Lürdersing 46, Hamburg [redacted]. The expected delivery date was Tuesday, 6th of September, but we have not received the order yet. My friend, Tahmina Herawie, did not receive an order number for the product and is unsure of the email address used to place the order since it was done via Safari and not directly through the Amazon application. The phone number registered with Amazon is +[redacted]6. Please provide an update on the status of the order. Enclosed is the attachment for proof of purchase. For any further inquiries, please reach me via email or at +[redacted][redacted]. I anticipate your prompt response.

Hello, I ordered four items expecting them to arrive on the 29th and the 30th in two separate deliveries. I specified that they should contact me upon arrival or leave them at the nearest DHL Packstation [redacted] if I'm not available. However, I was informed that one of the packets arrived on the 28th, which isn't accurate. It's unclear who accepted the package as nobody here seems to know about it. Can you provide details on who received the package, such as their ID or name, so I can inquire further? It seems I didn't receive anything. Could you arrange for a re-delivery (preferably to DHL directly) or connect me with the individual who was supposed to deliver the package to clarify its whereabouts? Thank you.

I would like to report a significant Amazon Gift card scam that has affected me and possibly others. The scam involves a person asking for payment via Amazon gift card for DHL courier charges and then disappearing. I fell victim to this scam when asked to pay [redacted] euros through an Amazon gift card for a DHL delivery. It seems the scammer is exploiting the limited support from Amazon by requesting Amazon gift cards instead of online transfers. I have filed numerous complaints with customer service regarding this scammer, but so far, there has been no response. The customer service team seems to use the excuse that since the cards were purchased from a gas station, they are not obligated to provide assistance. This lack of support is frustrating since Amazon's products are sold by retailers. I urge Amazon to track down and block this scammer to prevent further victims. I am willing to provide all necessary documentation to assist in recovering my [redacted] euros. I look forward to a positive resolution and hope Amazon takes action to address this issue, preserving its reputation.