Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

57,619 total complaints in the last 3 years.
21,762 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:12/27/2023
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.
From, ***************** To, Better Business Bureau Subject: Assistance Request for Dispute with Amazon Dear Better Business Bureau,I hope this letter finds you well. I am writing to seek your assistance in resolving a dispute with Amazon.com, **** regarding Order #***-6570275-3017003 and the associated purchase of a SoundAsleep Dream Series Luxury Air Mattress on October 10, 2023.The item was returned using *** with tracking number 1Z9E8W879038756144, and the return was successfully delivered on November 10, 2023, at 7:30 pm. Despite the clear confirmation of the return, Amazon has introduced a new policy requiring the submission of personal identification documentation from me, citing concerns about potential fraudulent activity.I find this request for personal identification to be unprecedented and unwarranted, particularly given that the return was initiated due to an error on Amazon's part they sent the wrong item originally. The *** tracking information confirms the return delivery, and Amazon has acknowledged receipt of the returned item.I have attempted to resolve this matter through Amazon's customer service, expressing my concerns about the violation of privacy and safety associated with providing personal identification. However, I have not received a satisfactory response, and the request for my ID remains unresolved.I am seeking your assistance in facilitating a fair and prompt resolution to this matter. My primary objective is to receive a refund for the returned item. The details of the case are as follows:I appreciate your attention to this issue and look forward to your assistance. Please feel free to contact me at [Your Phone Number] or [Your Email Address] for any additional information or clarification required.Thank you for your time and consideration.Sincerely,*****************
Business Response
Date: 12/28/2023
Hello Alay,

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 refund for your return from Order ID: *******************.

I've issued a full refund back to your original payment method.

Refund Details:
Tax and regulatory fee amounts are't final until the transaction has completed.
Items
1 x SoundAsleep Dream Series Luxury Air Mattress with ComfortCoil Technology & Built-in High Capacity Pump for Home & Camping- Double Height, Adjustable, Inflatable Blow Up, ************************ style="font-family: "Amazon Ember", Arial, sans-serif; font-size: 13px;">Amount(s)
Principal: $149.95
Tax: $9.18
Promotion Adjustments#1: $-31.49
Tax: $0.00
Total:$127.64

You should see $115.43 reflected in your credit card statement within 3-5 business days, as this depends on the processing speed of your bank, and $12.21 in your amazon gift card balance.

I apologize for the inconvenience this has caused. Thank you for your understanding.
Best regards,
********
Amazon.com
Customer Answer
Date: 12/28/2023

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,

*****************
Customer Answer
Date: 12/29/2023
They have resolves. Thank you.
Initial Complaint
Date:12/27/2023
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.
Amazon sold me a bike from Amazon Services, LLC on December 10th, 2023. My card was charged at that time and immediately I got notification that the item shipped. The shipping notification never updated and only listed as Shipping Label Created. I contacted Amazon via chat to let them know of the issues on December 16th, 17th, and December 20th and spoke with them via phone on 12/24/23. The representatives assured me the bike had left the shipping facility on 12/14 and would arrive 12/22-26. When I contacted them on 12/27, they informed that they sold the bike at the wrong price and refunded the amount of the bikes - issued 12/23. Meanwhile, I showed my son his gift and we waited. That was the price I could pay for the item. On 12/27/23 the item is still available for purchase. Amazon said this bike sold at an incorrect rate (about $250 v at the time $399) and I was under the impression this was because it arrived after Christmas. Amazon has refused to send a replacement item or match the price I spent on the bike, they instead issued a refund. This is not a sufficient solution as I purchased an item that remains available and they will not honor their pricing. I believe they should have to send the bike I bought and paid for or honor that price for a comparable item. They held the money I had to spend on my son's Christmas present from 12/10 through the holiday, all the while telling me it would arrive so he received a picture of the bike for Christmas and now I cannot afford to get him the item - all due to the greed of a multi-trillion dollar company not making this right. It is inexcusable.
Business Response
Date: 12/28/2023
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 hope this email finds you well. I'm sorry to hear about the trouble you've had with Order ID: *******************.

I truly understand any frustration this *** have caused. Despite our best efforts to provide 100% on time order fulfillment, there are rare situations outside of our control that can impact our ability to deliver on that guarantee, as was the case here.

Upon reviewing the order details, I see that the item that was purchased was being sold and shipped by Amazon, while the item currently on the website, is being sold and shipped by a third party seller:
********************************************.

Different sellers on our website *** list the same item at different prices. Since it's being sold by a different seller, we are unable to price match the item.

You could wait for the item to be re-stocked by us, or for a seller who is willing to sell the item at a lower price. You can browse all prices and sellers available for this item beneath "Other Sellers on Amazon".

Apart from the refund of $252.45, I see that our **************** team has added an additional $30 promotional credit, along with a $10 amount to your gift card balance, as a token of apology and goodwill gesture.

We respect your request for additional compensation for this ordering experience; however, we're unable to offer further discounts or monetary compensation beyond what has been provided. I realize this news *** be disheartening to hear, but please know we truly care about your experience. Be assured your candid feedback will be used to continually improve our processes and services.

Though I regret the series of events that led to you receiving this email, I'm grateful for the opportunity to have heard your story and shared your feedback.

We look forward to serving you again - and serving you better - next time.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 12/28/2023

Complaint: 21062442

I am rejecting this response because:
This resolution is not sufficient. Upon selling me the bike, we entered a contractual agreement to exchange my money in that specified amount for the product. Amazon took my money. The item is still available - from a third party seller is sort of irrelevant because it means Amazon has access to the item, even if they have to buy it at a different rare than they intended, this can still be made right. For example, if I sign a contract and pay someone to replace tile in my kitchen, they write a contract to provide the service and material at a specific rate - but the tile they wanted from Lowes at one price now is unavailable and they have to buy it at ********** for $50 more, they buy the tile and give me the service and product at our contracted rate. The contractor is responsible for overruns. Amazon has the ability to buy the product and deliver what they sold, they are refusing because they dont want to lose any money. Amazon does billions in business; this is absurd. According to the web, 900 bikes were sold this month, but the error occurred on 12/10, so something far less than 900 customers were taken advantage of by Amazon. They need to make this right by completing their end of the contract. Work with the seller to obtain the bikes and deliver them as promised.

The cost for Amazon to purchase and ship the items to keep us customers instead of moving all business and personal purchases for a lifetime to ******** is negligible, but is a big deal to hard-working families. Some customers have received a replacement bike (as confirmed via phone by one of your escalation team, feel free to confirm in audio). If it was deemed appropriate to replace the item for some, then clearly it is the RIGHT thing to do for all; you cannot operate under a system of favoritism in a business model. It is short-sighted at best; realistically, though, it is a breach of contract and unacceptable.
The only appropriate solution is for Amazon to purchase and ship the bike they sold me, this is the only acceptable resolution. The contract was signed, it must be fulfilled.

Sincerely,

*************************
Initial Complaint
Date:12/27/2023
Type:Service or Repair 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.
I purchased two yeesport scooter solid rubber tires on October 17 2023 from Amazon, The 2 tires were delivered and was the wrong part needed. I contacted Amazon for a refund and they sent a return label was filled out with the 2 tires included and dropped off at the *** store for processing of return credit to my account. The return center in ********* ** received the package on Monday October 30 2023 at 11 pm. The purchase price with taxes, shipping and handling was a total $38.36. After they received the 2 tires my account was credited the amount of $38.36 which was correct. Now on December 15 2023 Amazon charged $17.29 to my account. The amount of $17.29 is for 1 tire. I contacted Amazon to get this matter resolved. I then was told my **** in the return and shipping department that my account needs to be verified by replying to the link that **** sent to email. During the the of me sending my ID **** and myself was still on the phone. She placed me on hold and checked to see if my information was received. I was told by **** that my information was received correctly and that should take 3-5 days and should be verified and the credit of $17.29 should be credited to account and if not credited by the following Wednesday to call back to Amazon and of December 27 2023 no credit was received. And been going back and forth since this issue and getting no where with Amazon
Business Response
Date: 12/28/2023
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?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 01/10/2024
Good morning *****. My name is ************************* and i have filed a complaint against Amazon for a refund to my Amazon account for a return that i have copys for that Amazon stated i will receive and as of January 10 2023 I have not received. I have sent many emails to the emails that i received and it was my mistake of thinking that all emails were sent to Amazon, The BBB, and myself *******************. My BBB complaint number is ******** I would like to have my case reopened and see if i can get is issue resolved.
Bbb complaint number ********.
Amazon customer order number is *******************
the original date for 2 yeesport solid rubber tires was October 17 2023
the date that Amazon return warehouse in ********* ** received the tires was Monday October 30 2023 at 11pm according to the records I received from UPS.
again i am sorry for my mistakes for i know now the correct process. Thank you very much and have a great day.
*************************
************
email - *********************
Business Response
Date: 03/26/2024
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 hope this email finds you well. Thank you for writing back to us.

Im really sorry to hear about the inconvenience you experienced and your interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards.

We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

I've been working closely with the relevant department and they've issued a full refund of the $17.29 charge, back to your original payment method.

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

We look forward to serving you again - and serving you better - next time.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 03/26/2024

Better Business Bureau:

i just received a message saying that my complaint about Amazon has been resolved. I am accepting the order for Amazon to credit my account of the amount of $17.29 to my account.

Thank you

*************************
Initial Complaint
Date:12/27/2023
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.
Amazon was meant to deliver me an item but didn't and said they would give me a refund but didn't they were being very rude and wanted me to give my ID, also a 3 items they said were delivered but never came, they were being very rude and driving me crazy. I would like at least a refund and maybe more from the whole hassle.
Customer Answer
Date: 12/28/2023
The order numbers are: 111-0762750-9547424 was for $141.17 (2 items) and 111-6561156-8887428 was for $60.87 (2 items) both ordered on Nov 1, 2023.
Business Response
Date: 12/29/2023
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 return.

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,

*****************************.
Customer Answer
Date: 12/30/2023
I don't feel comfortable giving my ID to **********************.
Initial Complaint
Date:12/27/2023
Type:Order 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 tried to place an order but Amazon will not allow me to do so and canceled the orders that I attempted to place. The company says I have returned too many items and can only purchase digital items. I promise that I will not return any of the items that I order. Please unlock my account so that I may place orders.
Business Response
Date: 01/10/2024
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 10/01/2024.

Sincerely,

****
Amazon.com
Customer Answer
Date: 01/10/2024

Complaint: 21062314

I am rejecting this response because Amazon refused to substantiate their claim that I violated their terms and conditions at the time of the cancellation.

Sincerely,

***********************
Initial Complaint
Date:12/27/2023
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 requested a refund for tiki wet cat food due to all the cans being extremely dried out and unusable. they then asked for my ID and i took a picture of part of the required information and they said unable to process and i need to show the whole thing. I dont want to give them my ID at all
Business Response
Date: 12/28/2023
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?

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: 12/31/2023
Hello ******,

I hope this email finds you well. Thank you for writing back to ** with Order ID: *******************.

I've verified that our Specialist team requested the details of a government issued ID to proceed further with the refund.

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

I also appreciate the amount of time you have been by our side, which is why, if there was an alternate way available for you to receive a refund, I would have done it for you. Unfortunately, in this case, there is not.

I also understand that disclosing the details of the fraudulent activity *** help you feel more comfortable in verifying your identity with us. However, we are unable to share those details, for the same reason that we are unable to proceed with the refund request. This is primarily for the trust you have placed in us to maintain the safety and security of your account.

I request your understanding and co-operation with the verification, and in return, I will take care of any concerns that *** arise. 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.

Best regards,
********
Amazon.com
Initial Complaint
Date:12/27/2023
Type:Delivery 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 transaction: 12/10/2023 Amount: $728.16 Amazon Committment: I received an email from Amazon on 12/10/2023 7:17 PM EST that my order containing 3 electric bikes had been shipped. Amazon provided the tracking numbers from *** with the delivery date of 12/14/2023.My Issue with Amazon: I did not receive my order on 12/14/2023. I kept checking my order status and it kept saying in transit. I checked the *** tracking number and they said that only the shipping label had been created. Than on 12/23/2023 (2 days before Christmas), Amazon issues me a refund because the 'packages got lost during shipping'. I reached out to *** immediately to find out what happened. They said that they never picked up the packages from Amazon, only shipping labels were created. So pretty much, Amazon lied and gave false information on my order. I contacted Amazon and asked them why I was not given the option of getting a replacement if the items were lost during shipping. The associate, *********************, was not of much assistance and offered me $10 in compensation for the inconvenience. I asked if Amazon would please allow me to purchase the bikes again for the price that I originally paid. The associate said no, I would have to pay the cost that's on Amazon. Of course, the bikes are now at a higher price on Amazon for $409. I feel that Amazon lied and never shipped the bikes. They provided false information and did not care.Order number: 113-5487142-4050653
Business Response
Date: 12/28/2023
Hello Sourichanh,

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

I'm sorry to hear that you still haven't received your order.

I've checked and see that we are unable to deliver your order.

When something like this happens, we normally send out a replacement order. In this case, a replacement wasn't possible, so we've requested a full refund of $728.16 to your original payment method. I request you to wait 3-5 business days for the amount to reflect.

To help make up for the inconvenience, we've applied a $10 Amazon.com Gift Card to your account. This amount will be applied to your next eligible order automatically without entering a claim code.

Unfortunately, we're unable to issue further compensation for it.

I've forwarded your feedback to our appropriate team. Your comments and suggestions will help us improve our store and offer better service to our customers.

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

Regards,

*********************** A.
Customer Answer
Date: 12/28/2023

Complaint: 21062101

I am rejecting this response because:
The items that I originally ordered are now available on Amazon. I have previously requested and will ask again for Amazon to please honor the original price of what I paid for the items. My order was refunded on 12/23/2023 and the items were available immediately on Amazon but at a higher price.

Sincerely,

*******************************
Initial Complaint
Date:12/27/2023
Type:Service or Repair 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.
I purchased Apple Airpod Pros on Amazon for a total of $219.45. I have decided to return this product due to me not needing the item and being unsatisfied with the quality. However, whenever I try to return the item, amazon doesnt allow me to process the return as it would with any other item so I have to ask customer service employees to give me return authorization for the item. They only provide me with an option to return it with *** pick up, and they also need me to verify my identity to complete the return. I do not feel comfortable with giving a government issued document in order to simply return an item and I feel that I am being forced to jump through unnecessary hoops just to get my money back. This seems to be happening to others as well, and it feels like Amazon is doing this so people don't go through the trouble of returning the item, so that they can keep the customers money. In addition, they say that you can still return the item but without any ID they wont provide a refund, and if no ID is submitted after the return is processed then not only will you not receive the money but you wont be able to receive help on the issue again. Its ridiculous that this new policy is making returning items so difficult, especially considering that this isnt about identity theft as they allow you to keep your account even after no submission of ID after the return is processed.
Business Response
Date: 12/28/2023
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 apologize for the inconvenience that you've experienced in this case.

I understand your concern to about submitting Government issued identification proof for refunds.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders.

Amazon takes all security-related matters very seriously and your account security is our top priority.

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.

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

Regards,

*********************** A.
Customer Answer
Date: 12/28/2023

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:12/27/2023
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 this item on November 1st 2023 and returned the item on November 7th 2023. after multiple attempts to talk with amazon associates about receiving my return i have still not received it as of December 27th 2023. More recently Amazon has contacted me asking for identification that is an invasion of my privacy. Amazons promised a free return that would be given with in a reasonable time frame.
Business Response
Date: 12/28/2023
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've verified that our Specialist team requested the details of a government issued ID to proceed further with the refund.

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

I also appreciate the amount of time you have been by our side, which is why, if there was an alternate way available for you to receive a refund, I would have done it for you. Unfortunately, in this case, there is not.

I also understand that disclosing the details of the fraudulent activity *** help you feel more comfortable in verifying your identity with us. However, we are unable to share those details, for the same reason that we are unable to proceed with the refund request. This is primarily for the trust you have placed in us to maintain the safety and security of your account.

I request your understanding and co-operation with the verification, and in return, I will take care of any concerns that *** arise. 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.
Best regards,
Priyanka
Amazon.com
Initial Complaint
Date:12/27/2023
Type:Customer Service 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 loaded 2, ****** gift cards to my Amazon account for a total of ******. Made ****** in purchases. My gift card purchases disappeared from my account. I got a text saying account locked. I've called 4 times and did 3 chats. No one will help me. I've been told 24 hours and gift cards will show, your account will unlocked, then told my account was never locked and they wanted my claim number for the lost gift cards. I didn't lose my gift cards, they did. I made purchases, which vanished from account. No one will resolve this with Amazon. No one can tell me where my ****** in gift cards went. They just give me the run around and won't fix this.
Customer Answer
Date: 12/29/2023
After 4 more phone calls with Amazon, 1 of the orders has mysteriously shipped. They will NOT unlock my account. They will NOT send me the tracking number. They have now told us since I can log into my account, it isn't hold but there's a hold on my account- which makes no sense. These foreign people Amazon has hired are the worst! They will NOT remove the account now and they will NOT send me the tracking number for at least 1 of the 3 orders.
Business Response
Date: 01/19/2024
Hello,
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained,used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email.
Sincerely,
****
Amazon.com

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Amazon.com is BBB Accredited.