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

58,588 total complaints in the last 3 years.
21,982 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:12/21/2023
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 bought a product from Amazon in August and returned it in September 25th The item is worth $3,300 and was well within Amazon free return policy.The item reached the seller in oct and they never refunded the amount. I have had multiple phone calls and still havent received the refund yet. Now they are asking for my gov ** to process the return which I was not told would be a requirement to get my refund.Please , kindly help me with this request as I have paid more than 200$ in interest to the credit card because of this delay
Business Response
Date: 12/23/2023
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.

Upon reviewing the complaint details, I see that you are referring to refund for the items returned from order #***-4052398-4308256.

I understand that our concerned 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,
*******
Amazon.com
*****************************
Initial Complaint
Date:12/21/2023
Type:Billing 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 attempted to redeem my giftcards 3HGN-DSF4YK-BDA3 X6QX-GGE9VD-9TAX and my account was closed falsely for zero reason with no recourse for obtaining my lost funds amounting to $5000. I demand these funds be returned to me or my account opened soi can use my giftcards which were gifted to me.
Business Response
Date: 01/24/2024
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 1/10/2024.

Sincerely,
Amazon.com
Customer Answer
Date: 01/25/2024

Complaint: 21042102

I am rejecting this response because:
The information was sent a year ago and denied. Simply review the previous info.
Sincerely,

Sen Gan
Business Response
Date: 02/07/2024
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 1/10/2024.

Sincerely,
Amazon.com
Customer Answer
Date: 02/12/2024

Complaint: 21042102

I am rejecting this response because:
The information was sent.
Sincerely,

Sen Gan
Business Response
Date: 02/27/2024
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.
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 on 02/12/2024.
Sincerely,
***
Amazon.com
Customer Answer
Date: 03/01/2024

Complaint: 21042102

I am rejecting this response because:
Then i must sue
Sincerely,

Sen Gan
Initial Complaint
Date:12/21/2023
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.
Good Afternoon,I initiated a relationship with Amazon Kindle Publishing to publish a book. The initial deal was $7 for the book where the the publisher(Amazon) would keep $3.50 and I would be be paid the other $3.50. I have sold at least 15 copies but have only been paid for one. I tried to rectify it with Amazon but cannot get a living person on the phone. I did not think I would encounter such mercenary and unsavory business practices at a company with a reputation like Amazon. It is saddening that that businesses can' t be trusted. It's like third world corruption where the corrupt criminal officials are protected while the population is being victimized. Best Regards,*********************** *********************
Business Response
Date: 12/29/2023
On 12/23, Amazon received the claim submitted by *************************** where he states that he has not been paid for all the book copies sold and he also expresses his dissatisfaction with how Kindle Direct Publishing pays royalties and the fact that he was not able to connect with a person to address his concerns. On this same date, the Executive Customer Relations team confirmed that ********************** have been paid accordingly and reached out to **************** in order to clarify how to calculate the correct royalty amount. As of today, we have not received any response from the ***************************.
Initial Complaint
Date:12/21/2023
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 ring security system from Amazon. I spent over 1k but was a little late in setting it up because I just had a baby. When I installed it, I got constant "tampering" notifications for months- something that is a common issue reported out there online. I contacted Amazon for a replacement and they refused. I now have 2 glass break ($60) sensors and a motion detector that are completely useless. The customer service rep kept me in the chat for an hour wasting my afternoon all while letting me know in the end there was nothing he could do. I was offered a return with a restocking fee for me to pay to have Amazon take back their crappy, defective device to restock it and sell it to someone else. I would like a replacement or refund for all 3 devices and I don't want them to waste another minute of my time. The fact they can't stand by a product purchased 2 months ago is ridiculous, what kind of warranty is that??
Business Response
Date: 12/23/2023
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've reviewed your complaint and I'd like to apologize for all the inconvenience caused.

As informed, we will not be able to provide label without any restocking as the return window expired on November. Also for return label you'll need to contact customer support team as we cannot make any exceptions for orders outside return window. We won't be able to provide any further information apart from this.

We appreciate your patience and understanding.

Regards,
*******
Amazon.com
*****************************
Initial Complaint
Date:12/21/2023
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 made a purchase of an antenna called waveform that help increase the signal strength on my ******** modem I had a professional come and installed it .and the antenna did not increase any signal on my modem . So I returned it an Amazon is saying that they got an alert that my account has an unusual return activity, and that they need my identification submitted to them and they will run an investigation. That I will have to wait for that investigation to be over. Reading other peoples experience it takes weeks and some still have no resolution.
Business Response
Date: 12/22/2023
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 #***-0174320-2753045 regarding the refund for the item you returned.

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: 12/23/2023
Before this response from Amazon about me submitting my identification. My driver license was submitted on Tuesday the 19 of December
amazon agents have confirmed my driver license on their system . ********************** has refunded
some other items that were returned with this order. Now they claimed that they have not received or their warehouse has not processed my return. But b4 they told me once I submitted my identification in 3 days I will receive my refund. I talked to them today and now they say the issue is not the identification is the warehouse that hasnt processed my return. I had a previous account with ********************** where they did this same thing and it took them over 90 days to refund me. I am I person on social security disability and I really cant wait again that long again.please help I have *** tracking number that shows delivered.
Customer Answer
Date: 12/23/2023

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: 12/26/2023
Amazon said that they needed my identification . I submitted it to them that said wait 3 days
now their saying that it hasnt been processed at there returns center. But other items that were returned with this order has been processed and refunded. Except the waveform antenna. They are clearly mad cause of me contacting bbb and now they trying to give me a hard time
Business Response
Date: 12/26/2023
Hello team,

We already responded to the above issue on complaint id :- ********.

Thank you.

Business Response
Date: 12/27/2023
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 #***-0174320-2753045 regarding the refund for the item you returned.

I see that you are referring to the refund for the item. I see that our team informed you to wait for the refund to be processed.

Most refunds are issued after we receive your return. In some situations, refunds may take up to 30 days after we receive your return.

Once we issue your refund, it takes up to 7 days for your financial institution to make funds available in your account. We will send you an email confirmation after refund is issued.

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

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/21/2023
Type:Billing 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.
Amazon Intentionly overcharge customer in the final invoice and MAKING A NEGATIVE TOTAL in the final invoice. What is a Negative total on selling invoice mean? Meaning the Vendor owes customer money. = overcharged. Please see below for all Amazon Scamming Details. Recently, Xfinity offering customer $20 Voucher of buying books from **********************. Get a $20 credit to read the novels behind your favorite movies Every great blockbuster starts with a script!Amazon Reader beware: you may get lost in a book!Your Xfinity Rewards Bookshelf Code Your Amazon promo code. XXXXXXXXXXXX. I then use this voucher to buy book from Amazon. Then this happened, please see below. Item(s) Subtotal:$19.29 ************************* -----Total before tax:$19.29 Estimated tax to be collected:$1.66 Gift Card Amount:-$***** Amazon Product Voucher-$20.00 -----Grand Total:$****** Payment Method:Amazon.com **** Signature ending in **** Amazon gift card balance Amazon Product Voucher The problem is Amazon IT or Payment system is a mess, the overall charged is 19.29+Tax1.66=20.95 But the Calculation in the checkout page does show applied the voucher before all other payment method, so my overall remaining due is 0.95.But After clicking place an order, the calculation change in which they apply all my GC Balance in the account first (NOTE!!! IT DRAIN ALL MY REMAINING BALANCE). After that, use the voucher to pay the rest, but at the end it still showing use 20 voucher. SO, THE OVERALL CHARGE IS now ***** (All my GC Balance) + 20 voucher Making the overall total in the invoice for ******. PLEASE SEE, THIS OVERCHARGED, AMAZON OWE ME *****. Then I contact Amazon, on directly same day 18th. The reps ****** me with all the screenshots, and told me that it will be adjusted later. Which I trusted. But 3 days later, no update, once agin I contact, then they refuse to fix this and help me. Ask me to cancel, which I will be losing the 20 voucher. No resolution.
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'm sorry to know about the issue with payment for order ending with 2619.
On checking, I see the order total is $20.95, since you applied gift card balance of $0.95, remaining $20.00 was charged to be voucher applied. Please be assured that your card isn't charged.
I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
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,

*****************
Initial Complaint
Date:12/21/2023
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.
On Nov 27, 2023 I ordered a remote control dinosaur, 2 pairs of blue jeans and a purse for family in ***************. I ordered other items in that order Amazon Shipped with another shipper and they arrived fine. Amazon used a ** shipping company called ECMS Express that claims they delivered products in *************** which they did not. Amazon wants my family to fly 8 hours round trip to where the tracking says delivered to obtain a police report. ECMS committed theft and fraud, Amazon with poor customer service for not following up with their shipper. Amazon can't even tell me when the package supposedly left ******.I want my products I paid for delivered. Issues between Amazon and their shipper shouldn't be my issue. I have another shipment via ECMS I'm afraid won't be delivered either.
Business Response
Date: 12/23/2023
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'm sorry to know you haven't received the shipment while the tracking shows its delivered and when contacted customer support team were asked to submit police report.
I've reviewed the details and see that our internal team has already sent the correspondence on the issue.Please note that we are not able to take additional actions, including overriding their decisions for next steps.Ive pasted their response below for your convenience:
------
Hello,
Were sorry to hear that you havent received your items from order #***-0770493-7615433, Montana West Large Tote Bag Purses and Handbags for Women Top Handle Shoulder Satchel Handbags Designer Handbags with Pockets Women Hobo Handbags MWC-039CF, *** Men's Regular Fit Straight Leg ****, Patriot, 33W x 30L, Mini Tudou 2.4G Remote Control Dinosaur Toys,Educational Electronic Walking Velociraptor with Lights&Sounds,Dinosaur Robot Toys Powered by Rechargeable Battery,Best RC Toys Gifts for **** Boys Girls..., *** Men's Regular Fit Straight Leg ****, Orion, 33W x 30L.
It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that these items haven't been delivered to you. Items that aren't received are inconvenient for you and costly for Amazon.

Based on our investigation and your statements, it seems that the item has been stolen by a third party and we urge you to contact your local police department to report the theft of the parcel. To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after 16-February-2024. Please ensure to get a Police Report and contact back before this time

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Thank you for your understanding.
-------------
Also, we won't be able to provide any further information apart from this.
We appreciate your understanding and look forward to hearing from you.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 12/23/2023

Complaint: 21041864

I am rejecting this response because: Another 1 of my orders was marked delivered but never left ****** and supposedly delivered 500 miles away. This is my 3rd shipment Amazon using ECMS that wasn't delivered. when Amazon used Ninja Van or DHL I received my orders, when Amazon used ECMS It's never delivered. I've been with Amazon for over a decade, I was even once a vendor. Amazon in the past would have never let a 3rd party tarnish their reputation.
ECMS is such a shady company, even Amazon calling the shipping company can't contact them. This shouldn't be a burden on the customer, but deducted from ECMS invoices.
Sincerely,

***************************
Initial Complaint
Date:12/21/2023
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 transaction occurred on 11/17/23. I paid the business $191.53. The business promised me that when I return my item, I will receive a refund which states in their policy. The business has somewhat attempted to help me. They would listen to what I'm calling them about and explain that I need to verify my account with an ID, and after that is submitted it will take 3 business days. I have not uploaded an ID, due to the fact it was never required for previous orders and it's not even possible for them to verify that it is me on the *** Another thing I'd like to add is that they are refusing to listen to me, I called them multiple times this week and they claim they are forced to hang up on me since they can't issue a refund. I requested to speak to an account specialist and the agent said that he isn't going to transfer me and said, "since you don't have any more issue I will have to end the call, goodbye".
Business Response
Date: 12/23/2023
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'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.
Regards,
*******
Amazon.com
*****************************

Customer Answer
Date: 12/23/2023
The order was from a different account: *********************** Here's the order number:114-1184815-7594616
Business Response
Date: 12/27/2023
Hello ******,
Thank you for writing back with the details requested.
On reviewing the order, I see that you're asked to submit ID 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. 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. The link would expire on December 27, 2023. In case, you're unable to verify before 27, I request that you please contact customer support team so they can provide new link to verify your identity. 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, we 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,
*******
Amazon.com
*****************************
Customer Answer
Date: 12/27/2023

Complaint: 21041839

I am rejecting this response because: Refunds were processed in the past without a government ID or any type of verification. The item has been returned and is now in Amazon's possession thus the refund should be procced no questions asked. I will not be verifying any ID they ask for and want a refund without verifying.
Sincerely,

*********************
Initial Complaint
Date:12/21/2023
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.
As a Prime member with Amazon I've noticed that the delivery, especially on guaranteed 2 day, has been lacking. I pay $15 a month to use their prime service. Within the last 4 months, 60% of the packages I order are late 1 to 2 days. Customer Support is severely lacking. Attempts to contact Amazon have been met with frustration. Not to mention I've needed to return a couple items only to be told that I'm past my 30 day window with no resolution to the issue regarding the items. Amazon should be better and want to do better. In regards to the image, I purchased the item along with another, selected both items to be shipped outside of the 2 day delivery, only to find out one was going to arrive late. Both were guaranteed 2 day but I chose 4 because I wasn't home and wanted to be here when they arrived. No email or any type of communication through Amazon to make me aware of the delay. I pay for a service and Amazon isn't living up to their end of the bargain. As far as I'm concerned, it's a breach of contract.
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've reviewed your complaint and I understand that you're concerned about the delay with the delivery of your orders. I'd like to apologize for the inconvenience for the delay caused.
Thank you for notifying us about this and I'm going to forward your experience to the concerned team and they will take it as a feedback for future deliveries. We can't confirm if it will be changed right away but we will make changes gradually. Customer feedback like yours is very important in helping us continue to improve our website and services.
To compensate for the delay, I've added a promotional credit for $15.00 to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.
The promotional credit doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged. The promotion will not apply to digital game and software download orders from Amazon.

For more information about promotional credits, including the terms and conditions of use go to:

************************************************************************************
I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
Regards,
*******
Amazon.com
***********************************
Initial Complaint
Date:12/21/2023
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.
This has happened a few times now with Amazon, I have proof of the received item and they deny providing a refund. This happened this summer as well with 2 pairs of sunglasses that amounted to $300 + which were returned in the condition received and they replied stating I needed to send in identification proof for a refund though acknowledged that the product was returned and received. When asking for a reason for additional proof of identity the customer service rep.s have been condescending and rude. I do not have screenshots of the first attempt due to not realizing that the communication would not be saved.
Business Response
Date: 12/23/2023
Hello Lia,

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 see that you've contacted as you weren't refunded for the items returned and when contacted support were asked to submit ** proof.
I understand that our concerned 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. 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.
On checking, it looks like the portal expired and can no longer be used. Hence, I request that you please contact customer support team so they can provide new link to verify your identity. 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, we 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,
*******
Amazon.com
*****************************

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