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

57,946 total complaints in the last 3 years.
21,695 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:12/20/2023
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.
I purchased an item from Amazon and decided to return it. Upon sending it back, they notified me that to receive my refund I would have to submit a photo verification of my ID due to "abnormal activity" on my account. I have only made three orders, and this was my first time returning anything. There isn't any abnormal activity.I did not feel comfortable sending this sensitive information to Amazon, and certainly not over the internet. I therefore requested that they send the item back to me in lieu of a refund. This too, they refused. So now they have my $160, and the item I paid for, and they're refusing to send back EITHER of them without a photo of my driver's license. This is theft. After looking into it, I found many similar stories and I believe this is a completely fraudulent and unethical practice. Amazon must refund me for my purchase, as the item has now been in their possession for over 2 weeks. I have attempted to speak to customer support both over the phone and online several times, and they just keep repeating the same answer.
Business Response
Date: 12/22/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to Order ID: *******************

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

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

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

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/22/2023

Complaint: 21037685

I am rejecting this response because:

1. I feel that requiring a photo of my ID is an absurd request. If there was truly some abnormal activity on my account then why am I able to make purchases?

2. I uploaded my ID begrudgingly one week ago today. It has now been 5 business days. I was told it would take UP TO 3 business days.

Sincerely,

Ajemel *****
Business Response
Date: 12/29/2023
Hello,

I'm Prashanth from Amazon.com.

I'm sorry for the inconvenience you've experienced with regards to order 113-0383772-1588267. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on December 22, 2023 for $163.84.

We appreciate your time and patience in these regards.

Regards,

*********
Customer Answer
Date: 12/30/2023

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.

I have been refunded. However the fact that I even had to go through all of this is extremely frustrating. Amazon needs to ******* their new return policies as there are many other complaints recently about the same thing.
Initial Complaint
Date:12/20/2023
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 am reaching out to seek your assistance in resolving an issue with a recent Amazon order return. Your time and attention to this matter are greatly appreciated.I ordered 10 dresses, and the details can be found in the attached invoice and order information. The items were delivered to my friend's address where I was temporarily staying. After trying them on, I found that all the dresses were too small. I promptly returned them to the local *** store, adhering to Amazon's instructions and providing proof of return, as enclosed.However, I noticed a delay in receiving the usual confirmation email regarding the return and refund process. Upon my inquiry, I was informed that my account is under investigation, with no specific reason provided. When I contacted Amazon directly, I was asked to submit my ID for the investigation, with the information shared with an undisclosed third party.My concern deepened when I realized Amazon did not communicate the investigation proactively; I had to initiate contact myself. Despite speaking with three agents, none could offer details on the investigation's reason, the handling department, or guidance on the matter.In a conventional store like ******, such returns are typically straightforward. Amazon's insistence on my ID, despite returning the items in perfect condition, feels disproportionate and raises privacy concerns.I kindly request your assistance in resolving this matter. While I am willing to cooperate, I seek clarity on the situation and assurance regarding the handling of my personal information.Thank you for your prompt attention. I look forward to a resolution.
Business Response
Date: 12/22/2023
Hello Rania,

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

I'm sorry for any inconvenience caused with the return refund process on the items returned from the order #***-2225842-3679458 and for requesting your ID for verification.

I've reviewed the details of the order and can confirm that the returns are still in return transit. Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon within 30 days.

Our returns department will submit your refund once the returned item has been scanned and processed at our ******************* Once an item is processed by the ******************* refunds are completed within 5-7 business days.

If you havent been issued a refund after the estimated refund date i.e., January 7, ****, I request you to please verify your identity before we can consider your request for a refund as requested. We may also request additional information before granting your request.

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:

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

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 and co-operation. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:12/20/2023
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.
Order # ***-6944991-6429001 - item Yokele vibration plate. I ordered this once before and they sent me totally different item that did not work. I was told via Online Chat (I took screen shot of it) no need to send it back and they would refund me, but have not received it. I called and they said no. I am not taking $50 cabs to return an item they sent wrong The same day I did this online chat, I advised them that as a result of this wrong item being sent, I URGENTLY needed replacement of this type item. They told me to place expedited shipping and they would refund me for the shipping AND difference in cost of the product. (Took screen shot of this as well.)Refund of $115.00 is due
Business Response
Date: 12/22/2023
Hello,

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

I've reviewed your email and completely understand your disappointment with the wrong item sent for 113-6944991-6429001. Also about the new order placed with expedited shipping, To help you with this, I request you to write back with new order ID so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 12/22/2023

Complaint: 21037523

I am rejecting this response because:
order ID of new 2nd order replacement 113-4307883-4810629
Sincerely,

Tag Ceder
Business Response
Date: 12/29/2023
Hello,

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

Thank you for writing back with the order details. I see that first order # ***-6944991-6429001, Item has reached the warehouse on Dec 28th 2023, Unless the return item is checked system wont allow us to issue refund manually for next 14 days.

If you do not wish to wait more, I can issue the refund of $ 115 in form of Amazon gift card balance. Which you can use for your future orders in Amazon.com

Looking forward for your response. Thanks for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 12/29/2023

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.
kindlu issue refunds

Sincerely,

Tag Ceder
Initial Complaint
Date:12/20/2023
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 have several transactions over the last month where I have returned items to Amazon (I have tracking proof for all) and have not been refunded - I was actually re-charged stating they didn't receive the items. They sent me an email that there was "abnormal" activity on my account and in order to get my refunds, they require me to send a copy of my I.D. There is no explanation of what the "abnormal" activity is. I see nothing on my end. You cannot get a hold of anyone who knows up from down at Amazon - it's just copy and pasting of scripts. My I.D. was not required to open my Amazon account, and it has nothing to do with getting my refunds processed. They are holding my money and earning interest on it. And, are they returning the items to me? No, they are keeping the returned item and charging me again, saying it wasn't returned.
Customer Answer
Date: 12/20/2023
I have more but it will not allow me to add any additional attachments.
Customer Answer
Date: 12/20/2023
I have more but it will not allow me to add any additional attachments.
Business Response
Date: 12/22/2023
Hello ********,

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

I'm sorry for the inconvenience caused with the return refund process on the items purchased on our website and for requesting ID for verification.

I've tried to locate the order details with the information available in your complaint. Unfortunately, I'm unable to locate the exact order you are referring to.

In this case, I request you to please reply back to this email with the order number(s) so that we can review the details and assist you further.

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 12/26/2023

Complaint: 21037495

I am rejecting this response because:
No resolve has yet been provided.
I cannot locate order numbers on the Amazon website. Here are the amounts and product names:
$43.09 Coffeemaker
$21.54 Sullivans ceramic vase
$9.99 Burts Bees Blush
$32.31 Vislily Black Sweatshirt
$31.99 Larace Pink Cardigan
$37.70 Women Classic Cardigan
$37.70 ******************************
$40.93 ShapeRx bodysuit
$29.08 *************** top
$29.08 *************** top
$30.46 Jewelry Palace Rings
$30.46 Jewelry Palace Rings
$25.20 Involand top
$22.61 Poetsky white top
$30.16 *************** to
$49.50 Lush dcor pixie fox quilt
$32.31 Just Messin art mat
$43.05 Design by ********************* casual jacket
Total: $577.16
Received by Amazon, no refund has been issued. I have tracking for every single item.

Sincerely,

*******************************
Business Response
Date: 12/29/2023
Hello ********,

Thank you for your response!

In continuation to our correspondence, I've reviewed the details of the names and amounts mentioned. However, we are unable to trace the details of the charges or orders.

In this case, I request you kindly help us with the Order details or the Charge ID's of the transactions.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

If you have difficulty in obtaining the order numbers from your account, I request you to kindly contact us via phone for further assistance.

To contact us, visit ********************************************************** and follow the prompts.

Thank you for your understanding and co-operation. Have a great rest of the day!

Customer Answer
Date: 01/03/2024

Complaint: 21037495

I am rejecting this response because:
The following items have been confirmed returned, and I have been double charged:
$43.09 Coffeemaker 113-6482948-2519439
$21.54 Sullivans ceramic vase 113-7909883-3581033
$9.99 Burts Bees Blush 113-9811727-6959448
$32.31 Vislily Black Sweatshirt 113-8789271-9110626
$31.99 Larace Pink Cardigan 113-4534285-1433849
$37.70 Women Classic Cardigan 113-8866321-4828247
$37.70 ***********************************; 113-8866321-4828247
$40.93 ShapeRx bodysuit 113-9340224-1897032
$29.08 *************** top 113-5180504-0412200
$29.08 *************** top 113-5180504-0412200
$30.46 Jewelry Palace Rings 113-4632133-7361058 (I just received notice this is being refunded on 12/30)
$30.46 Jewelry Palace Rings 113-4632133-7361058 (I just received notice this is being refunded on 12/30)
$25.20 Involand top 113-3305397-8445822
$22.61 Poetsky white top 113-6067409-9870606
$30.16 *************** top 113-4828773-2499422
$49.50 Lush dcor pixie fox quilt 113-2571116-7325066
$32.31 Just Messin art mat 113-6091793-4101062
$43.05 Design by ********************* casual jacket 113-6745619-3142612

Recharged yesterday for confirmed returned items:

Art Mat $37.70 113-8672294-0541812
Storage Basket $30.98 113-0663236-0576214
Laundry Hampers $21.54 113-8593265-0194610

Sincerely,

*******************************
Business Response
Date: 01/04/2024
Hello ********,

Thank you for response with the order details!

I've reviewed the details of the orders and see but as we noticed abnormal activity on your account, we need 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.

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal:

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

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":

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

We 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.

Please find the below General Questions and answers about the ** check:

- Why do you need an **?
Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The 1st part of this investigation involves need your ** before we can proceed with your request for a refund.

- What kind of Abnormal activity did you find on my account?
We have noticed unusual refund activity on your account thus need your ** before we can proceed with your request for a refund.

-Who reviews/verifies the **
All Documents may be disclosed to Amazons third-party service providers for the purposes of evaluating your claims and validating your identity for fraud and abuse prevention.

All personal information that you provide will be handled in accordance with our Privacy Notice, which you can review at the following link:

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

-What does Amazon do with the **?/What does ********************** do with my personal information.
All Documents may be disclosed to Amazon third-party service providers for the purposes of evaluating your claims and validating your identity for fraud and abuse prevention.

We use your personal information to operate, provide, develop, and improve the products and services that we offer our customers. Protecting Your Privacy and the security of your data is and has always been a top priority for us.

-What if I do not want to share a type of **?
We will not be able to investigate the issue further. You may otherwise continue shopping at Amazons store at this time, but you will no longer be eligible for a refund on the order(s).

-What type of ** can I provide?
On the email you received to submit your **, you can review the list of alternative items that can be used to show proof of identification.

-What If I am under the age of 18?
If you are under 18, you may use the Amazon Services only with the involvement of a parent or guardian. Please only submit the document of a parent or guardian if you are under 18 years old."
Thank you for your understanding and co-operation. Have a great rest of the day!
Customer Answer
Date: 01/05/2024

Complaint: 21037495

I am rejecting this response because:

If the abnormal activity is unusual refund activity, then thats because I have recently done a lot of refunds. Why not just say that from the beginning? I would have told you yes, I do a lot of refunds. I included a screenshot, in an email to you, where on a chat with an Amazon Rep, I asked if there was a limit on refunds. The response was no. This was November 22nd, when Amazon all of a sudden started double charging me for items I can confirm were returned.

I pay my annual fee for a service. If you feel a customer has too many refunds, then tell them that. But, changing the policy when its convenient, is not fair to the customer. Why is ********************** picking and choosing refunds? Im still getting some refunds on other recently returned items. Amazon is not being consistent or fair.

How is it legal to hold the returned items and double charge me? I have done nothing wrong, yet Im being punished by not receiving
the money owed to me - and being spun in circles, for over a month, trying to get this matter resolved.

I have spent hours gathering all of the information you requested; yet, that seems to have just been a waste of my time.

You use my ID/personal information to operate, provide, develop, and improve the products and services that we offer our customers. That makes no sense whatsoever. My ID has nothing to do with any of that.

I am waiting for guidance from the BBB.

Sincerely,

*******************************
Business Response
Date: 01/10/2024
Hello ********,

Thank you for your response!

In continuation to our correspondence, It's very important for us to make sure that our customers receive the refunds on the items that they return to Amazon. I've re-checked with my available resources and can confirm that the refunds on the returned items will be processed as usually if the returns were received and processed at our returns center.

However, if the returns weren't processed in the stipulated time period and in case if the returns were delayed or lost in return transit, we would need to review the details manually.

Because we need to review the details manually on the accounts, we are undertaking an investigation on the accounts. The first part of this investigation involves need submission of ** before we can proceed with the request for a refund.

Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

To contact us, visit ******************************************************************* follow the prompts.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, as the details needs to be reviewed by our internal team upon successful submission of the *** we'll not be able to offer any additional insight or action on this matter before the ** is submitted and verified.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,

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

Complaint: 21037495

I am rejecting this response because:
You have not told me the options of providing an ID, which I requested.

I want to be very clear. The refunds I am due, are for items that have been returned, and confirmed received by Amazon.
I dont want to continue to play Amazons games or be told something changed after the fact.
Sincerely,

*******************************
Initial Complaint
Date:12/20/2023
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.
Seal broken on item I ordered. I tried to return it but they are asking for government Id. Order number is *****************
Business Response
Date: 12/22/2023
Hello Ziggy,

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

I'm sorry for the inconvenience caused with the items purchased in the order #***-9934553-9819451.

Upon reviewing I can see that 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.

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal:

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

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":

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

We 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.

You can contact us directly for any assistance on this: *****************************************

Thank you for your understanding and co-operation. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 12/26/2023

Complaint: 21037464

I am rejecting this response because:
Unreasonable steps for return
Sincerely,

**********
Initial Complaint
Date:12/20/2023
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 sent three items to be returned to Amazon, in which Amazon received it as it was picked up from home by *** and I have *** tracking number. I called Amazon inquiring about my refund and they sent me an email indicating there is abnormal activity on my account and need my government issued ID uploaded in order to process a return. I uploaded my ID but this should be illegal because they got my ID and I didnt get a refund. There is fraudulent activity here by Amazon. *** Tracking # 1ZC6041Y2600416132 These three items were in shipped in the same box:ORDER # ***-0729868-8745051 [Headphones] ORDER # ***-8399598-6016235 [2 Curl ***** Items]
Business Response
Date: 12/22/2023
Hello ******,

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

I'm sorry for the inconvenience caused with the return refund process on the orders #***-0729868-8745051 and ***-839959-6016235.

I've reviewed the details of the order and see that the items from the orders were refunded successfully on December 20, 2023 as the returns were processed.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

**********************************************************************************
**********************************************************************************
I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:12/20/2023
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've been receiving messages from amazon stating my account has been banned from posting reviews about products. It says I violated community guidelines but none of my reviews were in any violation of the rules. I like to give my insight on the products I purchase to allow others the information about the product and if they are good or not. I've been trying to get amazon to contact me in regards to this issue but continue to be given the same go around by their normal representatives. I would like my account unbanned as I have done nothing wrong and cannot see any violation to their rules.
Business Response
Date: 01/01/2024
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 1/1/2024.

Sincerely,
Amazon.com
Initial Complaint
Date:12/20/2023
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 started a refund for 3 items on 10/29/2023 and did not receive the refund yet. I have been a prime member for over 10 years. I called Amazon and after 45 minutes between placing me on hold and transferring me from one associate to the other 3 times, they insisted that in order for me to receive the refund I have to upload to them a government apprived ID through an email. Extremely unusual practice since they confirmed my identity and allowed me to continue to use the account. These were ********************** items and I followed the return process exactly as requested and shipped **** I am reluctant to follow these unnecessary and risky request. Please help me as I read on line that you can do that. The Order #: 112-8242239-3224211
Business Response
Date: 12/22/2023
Hello Mohey,

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

I'm sorry for any inconvenience caused with the return refund process on the items returned from the order #***-8242239-3224211 and for requesting your ID for verification.

I've reviewed the details of the returns and can since there isn't any return scanning available by the carrier, and more than 30 days have passed, we're unable to issue a refund or assist further.

In this case, we recommend that you reach out to the carrier that you used to return the item to Amazon.

Thank you for your understanding and co-operation. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:12/20/2023
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 returned ****** ******* Shock Mount Compatible with Select Models ($13.17, order #***-5196379-0737032) to Amazon Locker+ (Fresh Sodo) on Nov. 20th, 2023, which showed on Amazons system, too. Nevertheless, the return status shown on Amazon that Return not received: Your return is likely lost in transit.First of all, as a buyer, I already followed Amazon's instructions to return the item to Amazon Locker+ (Fresh Sodo). Thus, after the buyer delivers the returned item at a particular destination that Amazon requires, Amazon should bear the risk of loss. The returned item was no longer in my possession after I returned it to Amazon Locker+. Based on the **** Article 67, If the seller is bound to hand the goods over to a carrier at a particular place, the risk does not pass to the buyer until the goods are handed over to the carrier at that place. The shipment contract is made between Amazon and its carrier. Any mistake, lack of capacity, or even fraudulent behavior done by the carrier, Amazon, as a contractual party, has a legal right to file claims and ask for compensation. Furthermore, asking the customer to provide ID as the first step to investigate the abnormal account activity is IRRELEVANT. Theres NO rational basis between requesting a customers ID and an item lost in transit! Last but not least, according to the PRESUMPTION OF INNOCENCE, under the situation without reasonable suspicion or probable cause, even the gov't investigation or judicial institutions requesting ID might be informal proceedings. Amazon should collect the evidence PROVING theres abnormal activity of my account- and most importantly, provide proof that there is REASONABLE RELEVANCE to the returned items lost in transit, based on LEGAL PROCEDURES to gov't judicial investigation agencies! Asking the customer to provide ID as the first step to investigate the abnormal account activity to refuse a refund is arbitrary, irrelevant, and a violation of the presumption of innocence!
Business Response
Date: 12/22/2023
Hello,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item ****** ******* Shock Mount Compatible with Select Models.

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

I've issued a refund of $26.34 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience an understanding.
Regards,
Pratap
Initial Complaint
Date:12/20/2023
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.
Order# ***-3838538-7248200 I ordered 5 bags of Amazon Fresh - Wavy Salted Potato Chips, 11 oz. at **** each. 4 were shipped in a box with cans of dog food and a large mustard container and every single chip was crumbled to bits and inedible- this can be verified by looking at the tracking info Tracking ID: ******************. The other bag was ripped open and chips were spilled all over the box 1Z82AF320303376359 . I contacted "*********************" in customer service and he promised to send a $15 "promotional certificate" for eligible items - I've never heard of such a thing. And the amount refunded should be $17.45. I tried to contact him again in Live Chat and got ******************* who was ****. First he wanted my ID sent through an email link - never heard of this until recently - and then told me to send photos which I did and they said they would look into it - give them 3 days - well it's been 3 days. To me it looks like a new generation of customer service has been hired and is looking to play games with longtime customers (I've been a regular since ****, an often daily one for a decade).
Business Response
Date: 12/22/2023
Hello *****,

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

I am so sorry to hear of the issue you have shared with us regarding the damaged items 5 x Amazon Fresh - Wavy Salted Potato Chips, 11 oz.

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

I've issued a refund of $17.45 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.
Regards,
Pratap
Customer Answer
Date: 12/26/2023

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. I was refunded $17.45 but amazon should know that this longtime often daily customer is going to go to the ******************** for starters every time your new generation of customer service refuses to help me or plays games with me.

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

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