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

58,665 total complaints in the last 3 years.
22,031 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:12/31/2023
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 ordered 2 products from Amazon on October 22nd. The products never arrived and I had not noticed (I order a lot on Amazon). I noticed as of December 30th, as I was looking back at orders for a particular one, and saw these 2 items never arrived. The status said this package may be lost. I called for a refund or the item to be sent and Amazon declined stating it was too late. They later offered me a voucher. I think if you purchase a product and a company doesnt send it to you, they should have to send another or give you money back. It was clear Amazon knew I didnt receive the package, but they told me I missed my window to do something about it. I can only imagine how often Amazon does not refund people who dont notice. It just doesnt feel right or legal that they can keep my money for something they acknowledge that I never received.
Business Response
Date: 01/02/2024
Hello,

I'm Prashanth 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 regards to order 113-9050232-9956220 and 113-0426683-3223442.

Upon reviewing, we see the orders were placed on October 22, 2023. We recommend to report the issue within 30 days, if in case there is an issue with the order, so that we'll have more control on the order to escalate the issue to carrier and determine what went wrong and help you with available options.

Due to the amount of time lapsed from the date of order, we are unable to refund the order in original payment mode at this moment. Upon looking, our team has issued a promo credit for $25.30 on your account, which will apply on sold and shipped by Amazon items. If you do not wish to have promo credit we can issue a gift card instead, which will have no restrictions with your next orders compared to promo credit.

If you are comfortable with gift card refund, kindly respond to this email with your consent, so that we can remove the promo credit and issue gift card instead, so that you can use it with your next orders on Amazon.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:12/31/2023
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 12/23/2023, I received an email from Amazon, stating Amazon had not received an item I had returned, and therefore, I was being charged for it. The item was the *********************** Womens Rare Sandal, Size 6.5.On 12/27/2023, I used the Amazon **************** Chat feature to check the status of the item, and the Messaging Assistant said, "OK, looks like we received this item. Thanks for returning it. Give us 3 to 5 business days to credit your money back to you."Later, on 12/27/2023, I received an email from cs-******************************* stating that I would not receive the refund unless I provided my ID. Therefore, even though Amazon has received the item, it will not release the refund without disclosure of sensitive, personal information.Specifically, the email states:"Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund. Thanks for your understanding. Thank you for contacting Amazon.com **************** for Order *******************, *********************** Rare Sandal Black 6.5 M, *********************** Rare Sandal Black 7 M. Because we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund or replacement. We may also request additional information before granting your request. You will receive second email with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take."I am not aware of any "abnormal activity," and I do not understand why Amazon will not release the refund since it has received the item. Further, Amazon states it will never "ask you to disclose or verify sensitive personal information."
Business Response
Date: 01/02/2024
Hello,

I'm Prashanth 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 regards to order 113-8654626-2020219.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 01/04/2024

Complaint: 21078406

I am rejecting this response because: Amazon has confirmed that it received the item that I returned, but Amazon is refusing to refund me the money. Amazon claims it needs my government-issued ID in order to refund my money. If Amazon truly believed there was abnormal activity on my account, which required my government ID to resolve, they would have flagged this for me when I initiated the return online, before I mailed back the item. However, Amazon waited until it received the item and then told me that it would need my ID in order to issue a refund. If I had know that Amazon would require my ID to issue a refund, then I would have kept the item instead. Now, I have neither the item nor the money that I paid for it. Amazon has kept both the item and my money.

Sincerely,

***************************
Initial Complaint
Date:12/31/2023
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 have been waiting for Amazon to process my refund for a long time now. They refuse to process my refund without giving them a drivers license! This is a violation of my personal rights . Amazon states they have received my return yet refuse to fund me for 1) blood pressure monitor in the amount of $27.65 and 2) slim quick which arrived damaged and opened in the amount of $19.99. I would like to file a formal complaint with Amazon.com
Business Response
Date: 01/02/2024
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 truly do understand your hesitation with regard to submitting your government issued ID for verification, and your frustration with the current situation.

We also appreciate the amount of time you have been by our side, which is why, if there was an alternate way available to take action on the order, I would have done it for you. Unfortunately, in this case, there is not. This is primarily for the trust you have placed in us to maintain the safety and security of your account.

We request your understanding and co-operation with the verification. I will also put this forward to the relevant stakeholders, so that they are aware of your experience and the impact this has had.

Thank you for your patience and understanding in this regard.
Customer Answer
Date: 01/02/2024

Complaint: 21078337

I am rejecting this response because: Amazon admits they received the items back and are choosing to not refund me
I have never ever been asked or required to submit personal documents for Amazon to keep on file , after returning items. I do not want my personal documents kept on file at Amazon. This is not the same as presenting a personal document when exchanging an item in a retail store where I show my personal license and Nothing is kept on file !!!!
There was no fraud on my Amazon account in regard to these two purchases
. Amazon customer service is choosing to keep my money even though Amazon has received the merchandise back!

Sincerely,

*******************
Initial Complaint
Date:12/31/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I have contacted Amazon about a refund and they're requesting a lot of private information for a refund which they do not need. Heres the info to the order **************** Ryzen 5 7600X 6-Core 12...Color: *** Ryzen 5 7600X + GIGABYTE B650M DS3H Order #: 113-0750681-3594663 Item price: $388.99
Business Response
Date: 01/01/2024
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order #***-0750681-3594663 regarding refund for the item.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************

Customer Answer
Date: 01/02/2024

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
Date:12/31/2023
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 purchased ************************************************************************************************ at amazon.com and when I picked up the item, the glass bottle was broken. I contacted Amazon support and sent the pic as requested, got a response from ******* saying the refund's being processed. waited 15 mins, all of a sudden, they came back and said it was a fright forwarder international shipment??? I requested an escalation and **** who claimed that she's the highest point of the escalation said the same thing, it's an international shipment? what the heck is that?? I did read through the policy ******************************************************************************, it only applies if it's an international shipment but mine is NOT! she also said that this is not returnable because that's what the system says? the product page says it's non returnable only if it's purchased once, mine was purchased via the subscribe and save and it's not saying anything about non-returnable, I said to ****, and asked her to validate that, she did validate the order and said it's via subscribe and save and kept asking me go to the one-time purchase option and saying it's saying "non-returnable"? did she read what I just said? did she understand the difference between subscribe &save vs. one-time purchase? overall, horrible experience, 1. provided a misleading/wrong policy page, and categorized my order wrongly. 2. mix and match the subscribe and save and saying my order is non-returnable.order # ***-2220667-5501800 and amazon should be able to check the chat history to validate what I am saying above
Business Response
Date: 01/02/2024
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 your item arrived damaged.

I've researched and see the order was placed using freight forwarder. Since this item was sent to a freight forwarder, I'm not able to replace or refund the item. I recommend contacting your freight forwarder for more details. We don't have any more insight or information about this.

If the item is eligible for return, you're welcome to visit our ************** (**************************************) to print a domestic label and send your item back for a refund. If you are returning internationally, you'll need to arrange your own ship method to the address on the label.

For more information about freight forwarders visit:

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

Thanks for your understanding.
Initial Complaint
Date:12/31/2023
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.
The ******* care ankle support was purchased from Amazon ******. The Company delivered a used product. At the time, when the ankle support was put on, I had not associated this until further inspection and found sock fuzz on the outside of the sock and skin cells on it. Retailers do not resell returned undergarments, particularly underwear. Why would they allow socks and garments that support the feet? Fungal infection from toe fungus, athlete's foot and plantar warts can survive on socks for several months. This is a health hazard.This product was delivered to me on December 28th and it was worn for less than 5 minutes until I clued it that the product was used on December 30th. In my call to Amazon, they thought they were doing me a service by allowing to keep the product and keeping a refund.A refund is not what I am after. I want them to remedy the cost and inconvenience of me now having to take fungal medication as a precaution. I am livid because this is not a matter of inconvenience for two weeks but can be several months. I am seeking an apology and a remedy for the inconvenience that I have to bare for their unethical decision of selling a reused item that could lead to a contagious infection.
Business Response
Date: 01/02/2024
Hello *************************,

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

I'm truly sorry for the experience you had with your order. It is certainly not what we expect our customers to go through.

We appreciate for bringing this to our attention. We'll investigate this issue thoroughly and take appropriate actions to prevent such incidents in the future.

Upon reviewing the order details, I see it is sold by a seller on Amazon. Here's the link to contact seller for assistance:

***************************************************************************************************;

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

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/31/2023
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.
Im using Amazon chat to locate my item and I was transferred to another agent who was able to locate the item and carrier. They have said they could help then said they cant and stopped responding to me.
Business Response
Date: 01/05/2024
Hello ****,

I'm Priyanka 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 about the trouble you've had with your order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Could you please write back to us with the order ID so that I can investigate this further for you as I wasn't able to locate it in the images?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Business Response
Date: 01/08/2024
Hello ****,

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

As requested, I've processed a full refund for your order on Monday, January 8, **** at 9:57 AM (PST), back to your original payment method.

1. Refund Details:
Items
1 x Diaper Genie Signature Gift Set | Includes Easy Roll Refill with 48 Bags | Holds Up to **** Newborn Diapers.
Amount(s)
Principal: $89.98
Tax: $5.71
Total:$95.69
and

2. Refund Details:
Items
2 x ** LT700P- 6 Month / 200 Gallon Capacity Replacement Refrigerator Water Filter
Amount(s)
Principal: $44.95
Tax: $2.85
Principal: $44.95
Tax: $2.85
4 x Diaper Genie Easy Roll Refill with 30 Bags | Lasts Up to 8 Months or Holds Up to **** Newborn Diapers Per Refill
Principal: $27.02
Tax: $1.63
Promotion Adjustments#1: $-1.35
Tax: $0.00
Principal: $27.02
Tax: $1.63
Promotion Adjustments#1: $-1.35
Tax: $0.00
Principal: $27.02
Tax: $1.63
Promotion Adjustments#1: $-1.35
Tax: $0.00
Principal: $27.02
Tax: $1.63
Promotion Adjustments#1: $-1.35
Tax: $0.00
Total:$204.80
You should see the amount reflected in your credit card statement within 3-5 business days, as this depends on the processing speed of your bank.

I hope this helps. We look forward to hearing from you again.

Regards,
Priyanka
Amazon.com
Customer Answer
Date: 01/09/2024

Complaint: 21078199

I am rejecting this response because: I emailed Amazon back directly asking the following and I am still waiting for a response:
The other concern I have is Amazon advertised free Amazon prime for me to try. I accepted the offer and was charged $14.99. I requested a refund for the false advertisement and was issued a credit as an Amazon promo. I want a full refund to my credit card.

Thank you. Can you please address another issue I had. Order 112-6190462-2457054 I was trying to get updates on delivery because 3 representatives kept giving me incorrect information. I was disconnected on chats with more than 8 people over 3 days. Or if they did not disconnect they stopped answering. Or they told me they can't help and put me with another representative who also disconnected the chats. I would like to know what the resolution is to this issue.

Sincerely,

*****************************
Business Response
Date: 01/14/2024
Hello ****,

I'm Priyanka 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 trust that this email finds you well. Thank you for writing back to us.

Upon reviewing your Prime subscription history, I see a US Prime Paid One Week (**** USD) trial offered to only a select few customers with a start date of November 27, 2022, and an end date of January 06, ****.

I also see that auto-renew was turned 'on', which is why you were charged for Prime Paid Monthly on Saturday, January 6, **** at 9:01 AM (PST). To prevent this from happening again, I've ensured that auto-renew for your Prime is currently turned 'off'.

Upon reviewing Order ID: ******************* for your Prime charge, I see that the full amount was charged from your Amazon gift card balance, which is why the full refund was issued back to your gift card balance.
Order Total:
Subtotal:
$14.99
Paid by GC:
- $14.99
Order Total: $0.00

I've also reviewed Order ID: *******************, and see that it was marked as delivered 1 day later than Guaranteed Delivery Date, on Sunday, December 31 at 2:00 PM.

As you haven't received the items, a full refund has been issued on Tuesday, January 2, **** at 8:38 AM (PST).
Refund Details:
Amount(s)
Principal: $48.95
Tax: $3.11
Principal: $48.95
Tax: $3.11
Total:$104.12

You should see the refund reflected in your credit card statement within 3-5 business days of that date, as this depends on the processing speed of your bank.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

Thank you for your understanding.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 01/16/2024

Complaint: 21078199

I am rejecting this response because: Hi,

It seems you have reiterated things I already was aware of and you have yet to respond to my complaint. Please reread my complaints and advise to why Amazon promoted a free trial and charged me this is false advertising. The second complaint is regarding the service which I am looking for a response from. This was emailed to you January 14th and you are yet to respond.

Sincerely,

*****************************
Initial Complaint
Date:12/31/2023
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.
-Date of the transaction: November 15, 2023 -The amount of money you paid the business: $419.64 -What the business committed to provide you: A refund for the returned item -What the nature of the dispute is: Undue delay in processing the refund for a returned item -Whether or not the business has tried to resolve the problem: Yes, via customer service chats and requests for additional information, but the issue remains unresolved -Account/order/tracking number: 112-8711255-8991436 -If the issue involves advertising, when and where the ad was seen or heard: This does not apply to the current dispute
Business Response
Date: 01/01/2024
Hello Lala,

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 reviewed your complaint and apologies for the inconvenience you have experienced with refund on order#***-87***55-8991436

A refund of $419.64 is processed and it will reflect on your account in 3-5 business days from the date of processing.

I hope this information helps.

Thank you for contacting Amazon.

Regards,

*****************************.
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a *********************************** love seat on 12/18/23. The item came damaged, with the legs visibly scratched, and the box obviously re taped. We notified Amazon about this and since it was a large item they were. to come today 12/20 between 1-8 PM. At 7 PM we called Amazon and was told that they WOULD still be here before 8. Plus , we were told they would call 15 minutes beforehand. They never showed! When I called Amazon they said that AN ATTEMPT WAS MADE TO DELIVER-which was a lie, as we were home all day and our phone never rang. Plus, we would have to reschedule for ANOTHER 7 hour window! Due to our time and the lies we are requesting an addition $500 in damages due to this and the way it was handled.
Business Response
Date: 01/02/2024
Hello *********************,

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

I've checked the details for the order for Loveseat and see that it was delivered on 23rd Dec and a return was arranged on that same day due to damage.

I see that a pickup was scheduled initially on 23rd and our team attempted to do the pickup as of Dec 30, 2023 04:15 PM but the Pick up attempt was unsuccessful. Now I see another pickup is arranged on 30th for the return for this item, I would request you to please be available for this pickup so that the return is completed.

I do apologize for the inconvenience caused to you but we will not be able to provide any concession as the pickup was correctly carried out by carrier from our end. I will forward your experience with our shipping team but we will not be able to provide any concession in this case.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great day ahead!
Regards,
****************
Customer Answer
Date: 01/02/2024

Complaint: 21078129

I am rejecting this response because: There was NO effort made to pick this up. We were home ALL DAY-SEVEN HOURS waiting for this. We called Amazon and were told that a call would be made within 15 minutes of when they would be here. They never came, nor was a call made. Whoever told you this is lying. Obviously since it was a holiday weekend whoever said this was lying.
I have been an Amazon client for over ten years, and this response is unacceptable. To have a SEVEN HOUR WINDOW to begin with is unacceptable, makes us prisoners in our own home. To send an obviously damaged product that was obviously previously returned is also unacceptable. The time we spent on this, and waiting alone, is worth what we are asking for. How dare Amazon send a product in this shape to us is disappointing in itself.

Sincerely,

*********************
Initial Complaint
Date:12/31/2023
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 actually ordered some suit sets for my sons 13th birthday party from Amazon in Sep24, 2023. After trying out all the sets , I kept one set for his party and returned all the remaining sets at my nearby kohls . But after a month after returning to kohls , I received an email from Amazon saying I still need to return this one item . Order no : 113-3453240-2934632. Boys Dark Grey Suit, Slim Fit, 3 Pcs, Adjustable Waist, No Fade, Bow. I immediately called customer service and explained that I have returned that item to kohls . The representative said its a mistake and they have received my item and they will correct the mistake . But after 2 weeks , Amazon charged my credit card for $70.61 . I again called customer service and they said they received my item , but I need to submit my id proof online I order to get my refund . This is very bad customer service from ********************** . Even after receiving my item . They still charge me $70 and also expect me to submit my id card details to get the refund . This is not acceptable . I need a refund from Amazon . I have the return receipts to kohls and submitting them now .
Business Response
Date: 01/01/2024
Hello *******,

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

I reviewed your complaint and apologies for the inconvenience you have experienced with order#***-3453240-2934632

Our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

Thank you for your patience and understanding.

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

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