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

59,447 total complaints in the last 3 years.
21,656 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 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
*****************************
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.
Dear ***/Madam,I purchased 2 items from Amazon.com in Oct. 2023: -10/11/23: Prilotte Tire Inflator Portable Air Compressor-Air, ORDER# ***-8329876-1875403, $59.99 -10/10/23: ZEBRE Refillable Culinary Torch Kitchen ORDER # ***-5894745-9113000, $11.89 Both items were eligible for free return.They didnt work for me and I returned them dropping both off at the *** store on 10/23/23, with several additional items. Amazon did refund both items at first on 10/23/23 stating the return is complete, but then sent an email on 12/17/2023: Weve processed refund on your return request expecting that you will return the original item by Dec 7, 2023. Because, we have not received the original item yet, your original payment method has been charged.I contacted per chat and called several times to customer ******************** and team leaders, and was told requesting to get my refund requires my ID!!!??? I think that is an outrageous private information request just in order for them to refund me. Im a PRIME paying customer for many years, and bought many items and never had a problem with (approved) returns; I never heard of this situation. The items were returned!!!, and return completions confirmed by Amazon in Oct. 2023, but now (Dec. 2023) they charged my credit card on file again. I am requesting a refund for BOTH items.Thank you for time.
Business Response
Date: 12/23/2023
****************,

I'm Himaja 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 am sorry to hear about the issue you faced with your orders #***-8329876-1875403 and #***-5894745-9113000

I understand that you were charged for the returned item that's been already refunded and you are looking for a refund on the same.

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

For more details, kindly review the email sent to you by our team on December 18, 2023 at 11:50 AM (PST)

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

Your order and your account will be reviewed and your identity will be verified through one of 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.

You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

Kindly submit your identity proof to get your concern addressed.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/23/2023
Thank you for your response.
Amazon has contacted me and respectfully have responded;
Amazon's feedback:
****************,
I'm Himaja 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 am sorry to hear about the issue you faced with your orders #***-8329876-1875403 and #***-5894745-9113000
I understand that you were charged for the returned item that's been already refunded and you are looking for a refund on the same.
Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.
For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.
Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************
For more details, kindly review the email sent to you by our team on December 18, 2023 at 11:50 AM (PST)
In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************
Your order and your account will be reviewed and your identity will be verified through one of 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.
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"
Kindly submit your identity proof to get your concern addressed.
Thank you for your understanding. We hope to see you again soon.

My reply:
Hi Humaja,
Thank you for contacting me.
My direct comments on your feedback are:
1. To prevent any misunderstanding, your comment: "I understand that you were charged for the returned item that's been already refunded and you are looking for a refund on the same., is not a 100% accurate, the way you write/explain it.
Therefore, it should be understood as follows: "..item orders #***-8329876-1875403 and #***-5894745-9113000 were returned and refunded, and were re-charged due to Amazon claiming that the items were not returned. The items were returned and Im looking for refunds of the re-charged items
2. Respecting Amazon's private policy, per your direction, I have provided ID proof. However, as a Prime paying customer for many years, I continue to express my dislike as such.
3. Please kindly provide, i.e., explain in, detail what ...an abnormal activity has been noticed on your account, actually means.
In addition, as stated before the items were returned with several other items and I suspect that the *** store where the items were dropped off for the return has made a mistake and possibly not accurately documented the return transaction. I am stating this because of previous same scenario experiences. However, at that time when contacted by Amazon, the issues were resolved very quickly.
Amazon continues to be my number 1 for practically all my shopping needs, and I kindly look forward to a quick resolution to receive my refunds.
Thank you again,
*********************
Business Response
Date: 01/04/2024
****************,

I'm Himaja from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.

I understand your concern to get a clarification about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

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":
************************************************************************************

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024

Complaint: 21041683

I am rejecting this response because:
Please review the 3 attached document showing clearly the item was returned.
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.
Amazon wont refund me for items they approved for return & received on 12/4/23 and are making outrageous demands that unless I send them my personal private information (a government ID) they will NOT refund me even though I have a receipt from *** that shows proof of drop off ALL items & tracking #s showing proof of delivery/return of items dropped off. On 12/2/23 I returned several approved items to ***. A *** clerk scanned the return codes Amazon provided, took the items & gave me a receipt w/ proof of drop off for ALL items. This receipt also gives 3 separate tracking numbers. 2 of the 3 tracking #s tracked items back to Amazon with proof of *** delivery on 12/4/23 to the location Amazon provided: ************************************************************************. One of the 3 tracking #s on receipt is shorter & says to contact Amazon for status. On 12/12/23 Amazon sent me an email saying they received an item from that return & They refunded me $36.64 for the r+co moisturizing high five moisture & shine. The other 3 items that were returned showed not received so I called them on 12/19 to alert them & give proof of delivery via *** receipt & ask about the one that says contact Amazon for status. They confirmed that 1 other item was returned/received & said theyd refund me $33.40 for the r+co twister curl ****************************** me an email confirming refund but then I was transferred to another Amazon agent who demanded I email my ID or else I would not get a refund for the ********************* which was returned with the items. I received several emails demanding proof of my govt ID or no return would happen for any other items. They owe me $95.68 for the other 3 items I returned and my credit card shows only 1 refund for the $36.64. I shouldnt have to give ID to ********************** to return shampoo, conditioner &other hair products! If *** didnt return all items it is not my fault. I took items to *** and have proof via receipt. Every time I call Amazon about this they hang up on me!!!
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 remaining items returned from order #***-9261803-1231409.

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
*****************************
Customer Answer
Date: 12/23/2023

Complaint: 21041680

I am rejecting this response because:

You stated in your response to me the following:
However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.
if this is true, then why have you not refunded me for the items I returned. I have a receipt from *** that proves I took it in and you received it. I attached photos of the receipt *** provided as well as the proof of delivery of the items returned to you. You have received other items shipped on this same proof of drop off that provides the tracking numbers. They have been delivered, therefore I should be refunded for the shampoo & conditioner that I returned from order # 112-9261803-1231409
because I also returned the other hair product in same order (high dive moisture & shine) and you refunded me for that which tells me that if you received one then you had to have received all because they were all shipped together and I have proof of delivery.
I am also wondering why you told me on phone and sent me an email and text that you refunded me for hair product (twister curl primer) in order # 112-3761767-4101010 but I have yet to receive refund and it showed refunded but no shows will refund when item has been returned all of these items were returned together on same day and on same *** proof of return and delivery to you!
Included picture as proof too you said refunded. But I havent received refund.
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.
On 10/10/23 I purchased a pair of Beat Solo3 wireless headphones through Amazon. After receiving them i learned that they were not compatible with my cellular device. I then issued a return via Amazon and i was instructed to return them via **** the tracking number is 1ZR7Y0129014171575 and they received them on 10/26/23 at 10:37am. After i received confirmation they received the product back, i waited several days looking for my refund. To my surprise i did not receive my refund after several days. I then contacted Amazon and i was told there had to be some sort of review of my account for suspicious activity, I asked them what type of suspicious activity and they said they couldnt tell me. They said to give them a call back in 3days. I called back 3days later and was told to do the same thing. I called back again and was not told that i needed to send them my ID for verification. I honored this strange request and i sent them my ID for verification about 4x and they kept saying they couldnt verify my id, whatever that meant! Now its about 2months later and I'm getting frustrated with this whole situation. I then said forget it, just send me back my merchandise and was then told they cant do that either and i wasnt getting my refund. I asked the representative to confirm what i was being told, "so you're not giving my money back and you're not sending my back the headphones, so you think you're just going to take my money for nothing??" I then asked for the corporate number and was told that is a number that they can not give me. At this point im trying a different avenue to get my money back but no way no how are they going to keep my hard earned $104.45 for nothing! I am a constant, long time customer and find it be very poor customer service to be having this issue and demand my refund!
Business Response
Date: 01/13/2024
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 see that you've contacted as you haven't received refund for the return of order ending with #****. I'd like to apologize for the inconvenience caused.

Upon investigation our team has denied refund.

In this case, if you would like to appeal this decision, please write to: **************************** with the order details and the issue in detail and the concerned team will investigate and assist you further.

Thank you for your understanding. We hope to see you again soon.

Regards,
*******
Amazon.com
***********************************
Initial Complaint
Date:12/21/2023
Type:Delivery 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 ordered seven gift cards from Amazon on December 7, 2023, order # ***-3049388-9872205, tracking # **********************. The items were shipped on December 11, 2023 via the US ************** and never arrived. As of December 13, 2023, the tracking information on the **** website states that the items were delayed in transit. I first contacted Amazon customer service on December 17 and was told that the order would be delivered by 2:00 a.m. on December 19. It was not delivered by that time, so I contacted Amazon again on December 19 to request a refund. At that time, the status on my Amazon account said, "running late." I was asked during that chat conversation whether I would like the refund credited to my original payment method or on an Amazon gift card. I stated I wanted it credited to my original payment method. After waiting half an hour, I agreed to accept the gift card just so I could end the call. I was assured it would be taken care of. Subsequent to that conversation, Amazon changed the status on that order from "running late" to "likely delivered on December 14" in an attempt to avoid having to issue the refund. I again contacted Amazon customer service on December 20. During the first chat, the representative disconnected mid-chat and that chat disappeared from the chat log. The person I chatted with when I re-established contact after that said they were escalating the matter to the "concern team" and they would be in contact within ***** hours. I believe this is another attempt to put me off until it's too late to obtain a refund. I have filed a fraud claim with the ************************ and have filed a dispute with my bank to attempt to get the funds returned that way.
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'm sorry to know that you haven't received the order ending with #****.
Since we're unable to refund **** cards, however as the gift cards are not delivered, as an exception, we can refund to Amazon gift card balance. Please reply to this email if you'd like to be refunded to Amazon gift card balance.
We appreciate your understanding and look forward to hearing from you.

Regards,
*******
Amazon.com
*****************************
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. However, given that I have been told by Amazon previously that I would receive an Amazon gift card for the amount of this order, I will not cancel the dispute with my bank until after I have received the credit on my Amazon gift card balance on my account.

Sincerely,

***********************
Customer Answer
Date: 12/28/2023
As of December 28, Amazon has failed to provide the Amazon gift card as promised. I did, however, receive the funds through the dispute process with my bank on December 26. Therefore, I consider this matter resolved and no further action is needed by the BBB at this time.
Customer Answer
Date: 01/09/2024
My bank was able to resolve this dispute with Amazon, so no further action is needed.

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