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

58,330 total complaints in the last 3 years.
21,827 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:Sales and Advertising 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 December 2nd 2023, I purchased an Apple Watch Band from Amazon (shipped and sold by amazon) for $106.55. I ended up not buying the watch, so a couple days later I returned the Apple Watch Band, unopened, unused, factory sealed. Today I went to check my bank account and noticed I had not been refunded for the returned item. I contacted amazon customer support to see why my item had not been refunded yet because according to the tracking number they received the returned item 2 weeks ago. The customer support agent told me that in order to continue that I needed to reply to an email that was sent to me. The email is telling me that I need to confirm my identity by providing a government ID in order to get my refund processed. I then asked the person why on earth would I need to provide my government ID in order to get my refund for an item that has been in their possession for 2 weeks? Also in the email it says they noticed suspicious activity but that my account is still active and I can still make purchases, but that I will forfeit my refund if I dont provide the documents requested within 3 business days! What?? This can't be legal can it? The representative confirmed that they received my item, but that I needed to reply to the email with proof of Identity before they could proceed with my refund. This is obviously NOT about protecting the customer, because I'm not trying to make a purchase, they also state that my account is still active for purchasing, so whats the point of keeping my money and the item i sent back until proving mu identity. This should be a class action law suit! I WANT MY REFUND IMMEDIATELY! I have attached part of the manuscript from the email. Thank you for contacting us regarding your order 112-3808535-1450659.Because 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.
Business Response
Date: 12/21/2023
Hello *******,

I'm Najam 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.

Im sorry to learn about the problem with your order #***-3808535-1450659. It is certainly not what we expect our customers to go through.

Upon reviewing, I can confirm that a refund of $106.55 is issued to original payment method on Wednesday, December 20, 2023.

Please allow your bank 3 to 5 business days to process the refund.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

Since refund is issued, you do not need to go through the verification process.

I have taken your feedback regarding the Identity document submission and apologise for any inconvenience this situation has caused you.

We appreciate your patience and understanding.

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

Najam
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.
Order #***-0734392-0884242 Item: Hot Wheels Toy Car Track Set, Color Shifters Sharkport Showdown with 1 Color Shifters 1:64 Scale Car Cost: ***** returned 12/19 via ***** QR code amazon emailed me telling me they will not give me a refund and are requesting my ID,i refuse to do so under the 4th amendment protection
Business Response
Date: 12/21/2023
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 learn about the problem with refund on your order #***-0734392-0884242. It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

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.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/24/2023

Complaint: 21033844

I am rejecting this response because:
I messaged seller directly requesting either an explanation, showing my point of view, and offering an alternative ( returning my damaged item back to me )
seller declined and gave me the same scripted response

Sincerely,

***************************
Initial Complaint
Date:12/20/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered some items (mainly clothing) on Amazon that dont fit. I sent the return to Amazon like I always do, well within the return window. I received an email saying Amazon will not refund my money until I upload a copy of my ID. This has never been asked of me before. I uploaded a copy of my ID and still have not gotten my refund for all my items that I returned!!
Business Response
Date: 12/21/2023
Hello,

I am ******** 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.

Thank you for sharing the *** I see our team is verifying the provided ID and the returned items.

Please note: after the carrier has received your item, it can take up to two weeks for us to receive and process your return. We typically process returns within 3-5 business days after the carrier delivers the item to our ************** but certain items can take up to 30 days.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. If you don't hear from our ************** within 30 days from the time of return, please contact us through chat or call so we can find out what happened and help you further.

More details can be viewed on this link.

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

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

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

Complaint: 21033813

I am rejecting this response because:
You sent a vague response about return times for Amazon, which I am already aware of and does not pertain to my issue. I still do NOT have my money refunded after uploading my ID and NO ONE at ********************** is giving me a straight answer, just default word tracks that are not even relevant to my issue. Until my money is refunded I will continue this process.

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.
Returned an item long ago and have not received refund still shows message "Return started Your refund will be processed when we receive your item."
Business Response
Date: 12/21/2023
Hello ***************,

I'm Arun 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 the complaint and understand your concern regarding the refund status for the Order ID: *******************.

I apologize for the inconvenience.

I've checked and see that the refund for the above order is already processed on Saturday, April 9, 2022 at 3:06 PM (PDT) to the card used.

The amount should have been credited to the card.

Please check your bank statement or contact bank for more information.

Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:12/20/2023
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 was charged by Amazon a second time after being refunded for this one item that was a part of this shipment. They refused to remove the second charge until I uploaded my ID, which makes no sense. They still have not refunded me for this second charge on this item. I am very unhappy about being charged for something I returned, which constitutes fraud by this company.
Business Response
Date: 12/21/2023
Hello,

I am ******** 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 caused regarding the retro charge on your order. I've reported it to our team to get this checked and avoid it in future.

I see a refund for the retro charged amount $34.23 was successfully issued on your account back to the original payment on Wednesday, December 20, 2023 12:12:04 AM PST. This refund should reflect back on your billing statement in 3-5 business days.

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

We look forward to seeing you again soon.

Regards,

********
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.
wants personal info id to make return order number 111-1737147-4769843. wont give refund with out personal info email to them. never asked before free returns.
Business Response
Date: 12/21/2023
Hello,

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

I apologize for the inconvenience that you've experienced in this case.

I've checked and see that our specialist team needs to verify your identity before we can consider your request for a refund.

Because we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund. We may also request additional information before granting your request.

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

Please submit your ID from link sent to your email address on December 19, 2023. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

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.

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

Regards,

*********************** A.
Customer Answer
Date: 12/21/2023

Complaint: 21033702

I am rejecting this response because: I have been with amazon for over 10 years with no problem. Iam not giving copy's of my personal id to you .to get a REFUND. Ther was no problem with my account until I ask for refund. I have a land line a cell phone and email to verifier my account Ther is no problem when I pay WITH MY CREADIT CARD . Please don't send me any more form letters, I have talk to your rep and herd this nonsense many times. WHAT IS THE BAD ACTIVATY///????. i SUPPLYED ORDER NUMBER IN COMPLAINT. You can contact me and fix this through that order number. I have prime free returns. Also i called and told package was damaged in side and i was told to throw out and i would get refund i 2 to 4 hour. When i did not see refund i called back next day to be told I need to send personal info to get refund. This is extortion to get more personal info, copy of my past port, no way copy of my DL with pic no way. SO my identity can be stolen .I do hope *** speaking with an ******** in ***. That is were Iam doing business.

Sincerely, g southward

G Southward
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 report to BBB about my shopping experience on Amazon.com. My account is ********************** which is the email used to register my Amazon account. I just got the items today, and wanted to return them. I tried to cancel some items in my orders before they were shipped, but the system refused to cancel, and continued to ship to me. I had no choice but wait to get them and return them. Some others are of quality issue and bad customer review feedbacks online. However, the agent who process the free shipping drop off label for my returns, rumored my account is in abnormal condition. And in an email, he threatened to decline refund to my returns. And he also illegitimately claimed my orders are from other accounts, and requested me to send my ID. Such request violates my rights and privacy as a customer. This never happened to me before. So never to my family members. I feel like the business tries its best to force customers to buy unwanted and bad quality items. I think such illegitimate business practice should not happen in an advanced and democracy country.The order numbers: 111-9409236-7309018, 111-6294987-6474623, 111-8314633-7825055 .
Business Response
Date: 12/22/2023
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 can confirm that the refund has been issued on Wednesday, December 20, 2023
Refund amount : $36.69, $27.50, $38.83 and $25.89

You can view details of the completed refund on your Amazon.com account:
**********************************************************************************

We look forward to seeing you again soon.

Regards,
*****
*****************************
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.
I returned $71.96 worth of items and the company will not refund me. It has been over 60 days. Ive only received a partial refund for the order. This is not the first time this company did this to me. Last year, they stole $35.99 of a returned item from me. I have the screenshots of the items and the receipt from *** where I returned It.
Business Response
Date: 12/21/2023
Hello *******,

I'm Najam 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.

Im sorry to learn about the problem with some of your orders. It is certainly not what we expect our customers to go through.

I have reviewed the attached files and can confirm that following refunds are already successfully issued.

DfYVT1dcRRMA - $14.79
DsY9PTdJRRMA - $27.55
DvNfn6dvRRMA - $24.36
D7smxFdmRRMA - $20.131
Dk8ntGdhRRMA - $18.01

Df2qxzdRRRMA - (pending refund) for AUROLA Workout Leggings for Women Seamless Scrunch Tights Tummy Control Gym Fitness Girl Sport Active Yoga Pants *** ***** Grey)

I see that our Specialist team has requested you to provide an ID document to review and verify this refund request.

Once the details are submitted, please allow our specialist team 3 business days to review and respond to you.

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

Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 12/21/2023

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:12/20/2023
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 December 12, 2023 I contacted Amazon about an order of shoes that had not been delivered as promised. I had received an email in the previous week that it was running late. I was told it was lost, but they provided me no follow up. I had to take my time to reach out to them. they told me to place another order for the shoes and they would price match to my previous purchase and then provide another 30% off for inconvenience (they sent email confirmation of this promise). I asked for the discounts immediately and they told me that the shoes had to be delivered. I voiced my concerns that this is never easy to get back to them. There is no clear way to get to chat and it usually takes hour(s). They assured me everything was noted on my account and it would be easy and simple. Shoes were delivered today for Order #***-3368332-4158612. I have been on chat - which was not easy to get to for over an hour. I am on the 4th person to help - been disconnected and offered to explanation. I am due a refund of $76.26 in total. $48.96 price match and $27.30 for the extra 30% off. They have got to come up with an easier way to assist customers. It should not be put on our shoulders to get them to correct their errors. They were never even going to tell me that the first shipment was lost, but they had charged my credit card!! this is a repeated mistake on orders I have placed. Almost seems illegal and definitely wrong! Please provide an email or direct phone number for customers to reach out for help.
Business Response
Date: 12/21/2023
Hello,

I am ******** 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 caused regarding the lost order and the post order issue for the new order. I've shared your feedback with the concerned team to get this checked for the improvement to avoid it in future.

I've issued a refund of $76.26 on your account as ********************** gift card balance.

Successfully issued GC to account.
Gift Card id: ****************
Gift Card value: $76.26

Current available gift card balance after the above amount is : $100.24. You will be able to use this balance at checkout (no code needed). If you need any help, you may call us at **************** at any time.

I hope this helps.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 12/21/2023

Complaint: 21033436

I am rejecting this response because original payment was my credit card. Ive followed up to correct and have not received a response.

Sincerely,

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

Thank you for writing back to us.

I see you have paid $78.41 using gift card balance and $61.54 using your card.

When we process the refund, the first preference for refund method is your gift card balance. Since you have mentioned you were due for the total amount of $76.26, I've processed that amount on your account and it was added on your gift card balance already.

We do not have the option to select the refund to your credit card first and then to other method. If you would like the refund back to your card instead of the gift card balance, you may return the order within the applicable return window and upon receiving the same, we'll be able to refund to your card (for the amount paid using card).

Please confirm if you like to return the item to get the refund to your card, I'll remove the gift card balance and initiate the return for you.

Looking forward for your confirmation.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 12/29/2023

Complaint: 21033436

I am rejecting this response because they charged my credit card twice and therefore my credit card needs to be refunded first. I did respond last week to this same message and have not received a response.

Sincerely,

*************************************
Initial Complaint
Date:12/20/2023
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.
I had created an amazon account and put a **** gift card on the account. It was then locked due to odd payment activity. I submitted documents for the account, but submitted the wrong ones for another one of my personal payment methods that I thought was on the account, but wasnt. Now I do not have the ability to submit documents from the website, so I submit them through email. Every time I submit them they include the same message either one saying I must submit it through the website, or that they reviewed my information and I did not provide enough. I have went to customer service so many times and so many associates said that they will help me reinstate my account, but in the first two weeks I received no responses from amazon regarding an account specialist taking a look at my documents even though they said they would reply within 24 to ****************************************************************** 24, but it has been days. My amazon accounts related to the one on hold are now also on hold. They had a total gift card balance of $350+ which I now lost due to amazon not caring about me trying to reinstate my account. I provided the details of a web page of the card, previous amazon packages with my card in hand next to them showing my name and shipping address, past transactions on the card, and a receipt of my ID. ********************** is proposing no help in getting my account back, and I am not willing to send identification documents over the internet because I do not find it safe to do so due to data breaches and things as such. I am losing my hard earned money because amazon is choosing to ignore my complaints. The account email is ************************ and the other on hold accounts due to this account being on hold with balances are ************************* ******************************* and ************************ Here are my supporting documents attached to this. If I can get this fakekolonya2 account reinstated, then I can get the others as well. Thanks.
Business Response
Date: 01/13/2024
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/14/2023 confirming account reinstatement.

Sincerely,
Amazon.com
Customer Answer
Date: 01/15/2024
My issue has been resolved by amazon. I am satisfied with the outcome.

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