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

58,367 total complaints in the last 3 years.
21,819 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:12/19/2023
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 purchased a diaper bag on Amazon on October 30, 2023. They sent the wrong one so I sent it back and they sent the correct one. When I received the correct one it was not big enough and my husband and I decided to return it. It was returned on November 4, 2023 and they received the item back on November 9, 2023. According to Amazon it could take 30 days from the date received for a refund. I waited a little more than 30 days because I had forgot about it. So I reached out to them today and they said that they would not refund me unless I sent them a picture of my ID due to unusual activity. They have had their item for over a month and are holding my refund. I had to reach out them in order for them to inform me that they are purposely holding my money. This is extremely upsetting because I dont believe they should be allowed to hold my money if they have their item. They are saying they have the authority to deny my refund its not guaranteed they need to determine the outcome. The diaper bag was $201.48 Tracking number: 1ZR9Y4170397864949 Order number for replacement: 113-1388410-0479402 Original order number: 111-9576708-3973818
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 #***-9576708-3973818. 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.

Once the document is submitted, our specialist team usually resolves the query in 3 days after reviewing the order.

Please contact our Specialist team directly for quicker resolution. Here's a direct link to our Contact Us page:

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

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

Complaint: 21032580

I am rejecting this response because:
I should not have to give my personal annd private information for a refund. You accepted my purchase with no hesitation without proof of identification why would I have to show my ID to get a refund.
For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund. This information should be posted for customers to see when purchasing the item. If I would have known I would be given such a hard time to receive a refund that rightfully belongs to me I would not have purchased the item. Online shopping comes with returns because customers are not able to see the item before purchasing. We put our trust in a company to stand by their policy and in this case the policy was free returns. There was never a mention of needing identification before making a return. You clearly have the item and have had it since November 9, 2023 according to the attached images.
I have never been given such a hard time receiving a refund. I will definitely be cancelling my prime membership and will no longer use Amazon.

Sincerely,

*************************
Initial Complaint
Date:12/19/2023
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 have contacted Amazon multiple times about a missing item in my order. I ordered two pairs of Oakley sunglasses (Oakley Men's Oo9102 ******** Square Sunglasses). My order had a tracking number and special code to give to driver in order to receive my package. Upon opening package we noticed that one of the sunglasses box was empty. Immediately contacted *****, which then said they needed a police report because to them the item was stolen by a third party. I did a police report and emailed it to Amazon. Amazon is now telling me the police report is not valid and have not received any help.
Customer Answer
Date: 12/20/2023
I did a charge back through my credit card and got credited my money back.
Initial Complaint
Date:12/19/2023
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 an item on amazon.com and now they are requesting for me to submit a government issued ID because of abnormal activity. Which I believe is unlawful. I purchase items all the time with no issues through their website so I don't understand why im being suspected of anything. I spoke to a representative and they would not answer my questions on why I need to submit an ID or why Im being suspected of this.Lastly, its been over a month since I submitted the return and they weren't going to contact me about this issue. I had to reach out to them first.Additionally, Its affecting my credit score since the return wasnt processed before my statement/due date.
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 ending in #****. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Wednesday, November 29, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

As soon as return is verified and processed, a full refund will be issued against the order.

For more information on Return policies, you can view our website Help page using this link:

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

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.

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

Complaint: 21032525

I am rejecting this response because:

The business is still requesting my government issued ID. This is a violation of privacy and Amazon is essentially holding the returned item AND my money for ******. I have returned the item already and now amazon has a duty to issue back the funds.
The business also fails to provide the 3rd party vendor who will be collecting my information/ID. This is a matter regarding Identity theft. With both my credit card and ID on file - purchases and unsolicited transactions can be made if there is a data breach.

Please help make this right.
Sincerely,

*********************
Initial Complaint
Date:12/19/2023
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.
On 10/30/2023 I ordered 3 hair dryers to compare from Amazon. The one I had recently broke and I needed a new one. I initiated a return on 11/04/2023 for a full refund. I got the refund for one of the items, but not for the other three. I didnt realize until a week ago that I did not get the refund for the two items so I contacted Amazon and they told me I need to verify my identity first and wait 72 hours for it to be completed. I did all that and they said I need to do an incident report. Ive been emailing Amazon five times with the same report but the same time they told me that my answer to question three was wrong. The asked what day did I drop off the order, I dropped it off with the *** drop off -just walk and drop it off and leave, easy . Never had a problem, so I dont know what day it was. I called Amazon and they said that its nothing they could do, even though they know what date it was, and refuse to help me anyway. I also found out that Amazon has withheld many refunds from me, and that will take me weeks to go through my orders and my bank account to find what refund they were withheld. another item I ordered and no for a fact, but then I get a refund was a lip mask. They initiated the refund but then months later they try to charge me again for that same item saying I never returned it call them and same situation. I did any check incident report all that stuff.
Business Response
Date: 12/21/2023
Hello Shirnisa,

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.

Im sorry to learn about the problem with your order #***-5315541-3357822. It is certainly not what we expect our customers to go through.

To quickly resolve this for you, I can issue a gift card refund of $165.13 as soon as I receive confirmation from you.

The gift card balance will be added instantly and can be used against your next order with us.

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

Complaint: 21032473

I am rejecting this response because:

Sincerely,

Shirnisa *********
Customer Answer
Date: 12/21/2023
Since I paid with my bank account.I would like the refund to go back towards my bank account. I returned the items and selected return to original payment which Is my bank account, not some gift card.
Business Response
Date: 12/29/2023
Hello Shirnisa,

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.

Upon reviewing, I can confirm that refunds of $77.06 and $88.07 were issued to original payment method on Thursday, December 21, 2023.

All refunds are usually processed by bank within 3 to 5 business days.

Thank you for 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
***********************************
Customer Answer
Date: 01/04/2024

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,

Shirnisa *********
Initial Complaint
Date:12/19/2023
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.
On 11/24/2023 I placed an order for a remote starter for my wifes vehicle. The cost was $199.99 total of the order came to $211.99. Tracking showed a delay in delivery. An employee of amazon subsequently and arbitrarily noted on the order that it was likely delivered on the 7th of December. It was not. Three times now they have claimed they were sending me the documents to request a refund. For some unknown reason to them or anyone, this product cannot be resent. I went back to check on availability of this product from that same company and it IS available but is now $20 more. Amazon refuses to resent the product at the same price and claims that multiple emails are sent to initiate a refund. At one point they said they emailed an incident report; however I did not even have my email address attached to my account at that time. They will not wait to confirm you received the email, claiming it cannot be done until they disconnect. I simply want the product I ordered at the price I paid.
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 the delivery of your order for Remote starter. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

I understand your concern regarding the change in price. Please be assured that I will resolve this as soon as I receive more information from 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
***********************************
Customer Answer
Date: 12/21/2023
112-77716942353837
Business Response
Date: 12/28/2023
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.

Thank you for writing to us and confirming the order number. I hope you're doing well!

Upon reviewing I see that our specialist team has requested you to submit an Incident Report in order to help you with refund.

Please send an email to ********************************* with an Incident Report.

Incident Report:

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Name of the items you didn't receive:_______________.

4. Is it your first Amazon package at this address that you didn't receive?_______________

5. If no, how many times it has happened? _______________

Thank you for your patience and understanding.

Regards,

Najam
Amazon.com
***********************************

Customer Answer
Date: 01/04/2024
Incident Report:

1. Order number:112-77716942353837_________

2. Today's date. 12(MM/DD/YYYY):___12/26/2023____________

3. Name of the items you didn't receive:____auto starter for a ****** frontier___________.

4. Is it your first Amazon package at this address that you didn't receive?___yes____________

5. If no, how many times it has happened? _______0________

Business Response
Date: 01/28/2024
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.

The Order ID: ******************* was placed from an account that you created with a phone number. You were asked for Incident Report on 12/19/2023.

Since we are receiving the Incident Report from a different account, we are unable to issue a refund.

Please send the same incident report from account, on which the order was placed.

For quicker resolution please contact our Specialist team from the correct account. Here's a direct link to our Contact Us page:

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

Thank you for your patience and understanding.

Regards,

Najam
Amazon.com
*****************************
Customer Answer
Date: 01/30/2024
I call before to say that the complaint was settled
Initial Complaint
Date:12/19/2023
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 2, 2023 I purchased 5 items for $105.52 to be delivered on December 8th 3 of the 5 items Were delivered December 7. The other two items had gone through unexpected delays. I have called Amazon 4 times in the regards of the 2 items and the responses varied from there wasnt enough product in stock to fulfill the order to it being shipped and would arrive by Sunday December 17th. No product ever came and the transaction never went through my account. I never received the items and ended up canceling the transaction completely due to funding issues when they attempted to take out the cost of the 2 items. While talking to them for the 4th time the manager wanted a change of card for the purchase from there I canceled the order completely due it being a ball dropped in the regards of the items not being shipped at the time of the purchase. I understand having delays due to the holiday season however for Amazon to allow a purchase to occur without having enough of the items in stock as well as leading on that the items have been shipped out when in fact they where never shipped out is very unprofessional and bad business
Business Response
Date: 12/21/2023
Hello Hope,

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 ending in #****. It is certainly not what we expect our customers to go through.

We expected to deliver the 2 items in question, on or before Friday, December 8, 2023. However, because of unforeseen circumstance, we had to change the estimated delivery date to Sunday, December 17, 2023.

When the items were ready to be shipped, the payment attempt was declined.

I understand that we could not meet the delivery promise in this case, and you chose to cancel the order, as it was no longer arriving on time.

I have taken the feedback regarding this situation and regret any inconvenience this 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:12/19/2023
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.
Hello, BBB/Amazon-Im at my breaking point with trying to salvage my business and my sanity, and all I want for this season of giving is clarity. Unfortunately, Amazon seems unwilling to give me that, even though it sure feels like its owed. Instead, Amazon has given me for the last *six months*:Lack of response to viable plans of action When they do reply, its unclear- especially about their meaning of misbrandedDemanding information from my supplier that I have NO ability to get The WORST seller experience - 22 appeals and zero resolution Why does Amazon even accept appeals if they will put sellers through this torture? I have been absolutely wrecked by this and my personal circumstances are no less painful:My family and I are new to the US, and some of our relatives have been caught up in the ******-**** conflict Im desperate to provide income for all of my family while we work to settle our lives I made a mistake and worked with a supplier who couldnt and wouldnt give a chain of custody; I had no idea Id ever need that Im trying to change my business model to salvage my economic prospects- going from resale to private label products- which is hard to do, with my selling account closed Ive owned my mistakes, but Amazon has left me begging for a new chance The sheer humiliation of this process, the time and effort- and for what? Like most sellers, I think Amazon should protect its platform but if they intend to accept appeals, they need to have a workable, scalable system in place to accept and validate the good ones.If sellers make mistakes, Amazon should be willing to admit its errors, too. I made plenty getting to this point, but fighting for my business and livelihood -while admitting said mistakes- wasnt one of them.Please review my appeals and ***** me a second chance; I implore you to see the human on the other side of the screen.Respectfully,********** AQDUUA8NF0Z3S
Business Response
Date: 12/22/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Customer Answer
Date: 01/08/2024
Hi,
I've just missed the messages and my complaint was closed.
The response from Amazon is reflecting their whole attitude to me in the last 8 months or so - they are unwilling to disclose the reason for closing my seller account and continue to act with brutality, and this is exactly why I decided to turn to BBB. During the last 8 months I did everything I could with the very little information that Amazon was willing to share. I appealed more than 20 times and the result was obviously unsuccessful.
The goal of this complaint is to CLEARLY understand what Amazon is expecting me to do in order to reinstate my account. Everything I did, was rejected with **** answers, with the eternal excuse of "we cant expose our methods". How am I supposed to fix the issues in my account with this kind of information?
I still want to sell on Amazon, I know I made a mistake in the beginning of my journey as a seller. I simply want to know what will satisfy Amazon to reinstate my account. Unfortunately and obviously I have no control of the past, I am just trying to make Amazon understand that I am an honest person who made a beginner's mistake. I want to get another chance to sell on Amazon.
Thank you
Initial Complaint
Date:12/19/2023
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 received a damaged flame king 20lb propane tank and flame thrower from Amazon today. My order#***-6757135-7821027. When it arrived at my door approximately 3pm today (12/19/23)the box was open and ended up breaking open completely; both the flame thrower box and the box everything was in (which was WAY too big for its contents) had huge holes in it, the boxes were bent and the propane tank has cuts, scrapes and big black marks all over it. I was simply reporting this (told them I have the delivery on my ring camera) to Amazon and had not even had the opportunity to state how I wanted to deal with it (refund/return etc) before they proceeded to try to end the conversation stating there is unusual refund activity on my account and they require me to give them my personal drivers license in order to get a refund. Again, I never asked for a refund. They then stated if I didnt provide my drivers license I would not be allowed to get any assistance with my order ever again. I have made purchases and have returned items for years and have never been asked to give them my drivers license info and I am very upset by this new practice. Mind you, they have NEVER told me that in order to return something that this was the process before. Also, they never apologized or even cared that the carrier was so frivolous with my delicate purchase.
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've reviewed the complaint and understand your concern regarding the refund for returned item from Order .

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with 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 be assured we have policies and security measures in place to ensure that your personal information remains secure.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

At that point, you can contact us to learn the outcome of the investigation. You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":

**********************************************;

Thank you for your understanding. Have a great rest of the day!
Regards,
****************
Customer Answer
Date: 12/21/2023

Complaint: 21031955

I am rejecting this response because: Amazon is forcing me to provide my personal drivers license to receive a refund/return which is not what I asked them for. As *** stated to you both, I am upset that the delivery box was far too big, mishandled by the carrier and not sealed properly and open upon arrival. There was also no packing material(s) to prevent the flame thrower and propane tank from being very badly damaged. This has nothing to do with getting a refund/return. The items in question are now dangerous to use because of the way Amazon mishandled them, thus I am asking the BBB to ask Amazon to refund me the money I spent which was over $100. I am also upset that they are making accusations of odd refund activity on my account. If that is true then that is an internal problem for Amazon to solve, not mine. I received damaged products due to negligence and deserve my money to be refunded immediately.

Sincerely,

***************************
Initial Complaint
Date:12/19/2023
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.
To whom it may concern:I have been an Amazon Prime Member since 2010, and prior to that I was a customer for approximately three years. During this sixteen-year period I have never had an issue with the delivery of merchandise until recently. On 11/24/23 I ordered two Casper pillows, Order# ***-1324498-4012205. I received a notification that the items had been delivered to the *** store where I have a business mailbox. I reported that the merchandise was not delivered to my business address located at **************** *** store. It was also reported that I had signed for the delivery, which was impossible since it was to be delivered to the *** store, and not to my residence. After several hours of back and forth with rude Amazon representatives, they agreed to replace the two pillows. When they were delivered to the *** store on 11/27/23, I was also given another box. I opened that additional box in the store parking lot to find that two additional pillows had been delivered. I immediately contacted Amazon and asked the representative if they would like me to send the two additional Casper pillows back, and the representative said to keep them. Since that time, I have had extremely poor service from Amazon overseas representatives, and now I have had an additional inconvenience placed on my account that requires me to go through an unnecessary step of providing a passcode to an Amazon delivery driver for any merchandise deliveries of approximately $100 or more. I am certain that this was caused due to reporting items that had not been delivered and were marked as signed by me, as I have found other customers who have mentioned the same issue online. This is in effect a restriction that has been placed on my account, which I did not request or desire. This issue was created by either the delivery driver or an Amazon system which falsely reported that I had signed for the original pillow and had taken delivery of the items. I spoke with multiple Amazon employees on 12/17 and 12/18/23, including a supervisor and they all assured me that it was for my protection and that I was not being singled out due to the missing merchandise issue. This is false, and to confirm if this was affecting only my account, I asked a family member to place an item that I was going to purchase on 12/17/23, a ********* electric mens ******, in their virtual shopping cart. They instructed this item to be delivered to the same *** store location that I use, and there was not a passcode required to complete that order. I am requesting that this passcode requirement be removed from my account immediately. I asked a friend if she had to enter a passcode for an item retailing at $154 and she also said that no passcode was needed for her purchase and delivery. Furthermore, I placed different items in my cart, and any item in excess of $100 required a passcode, however items under $100 were exempt from this unnecessary and inconvenient requirement. Amazon is penalizing me for reporting a missing item, that was later delivered.Sincerely, *********************** Phone: ************
Business Response
Date: 12/26/2023
Hello *******,

I am Vishal 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 regarding an order placed on our website.

Upon reviewing here I have made sure that you won be charged for the items anymore.

Here I request you to please disregard the email that has been sent asking you to return the items.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

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

Complaint: 21031745

I am rejecting this response because:
The response from the Amazon representative regarding my complaint is unrelated to my grievance. I requested to have the requirement of providing a passcode to Amazon delivery drivers prior to deliveries of over approximately $100, removed from my account. I have been an Amazon Prime member since 2010, and since reporting an item as undelivered, and subsequently delivered, I have had this new requirement placed on my account, which I did not request and do not desire. I have been singled out and penalized for reporting undelivered items. I can assure this is the case, since I asked a relative to place the same item in their Amazon Prime cart and have it delivered to the same address, a *** store, and their were no conditions of a required passcode for that person.
In summary, I am requesting that Amazon remove the condition for me to provide a passcode to delivery drivers on each purchase. It is an unfair business practice, and patently unfair, as this requirement makes it difficult for me to purchase and receive merchandise. Please respond to this specific complaint.
Sincerely,

*******************************
Business Response
Date: 01/05/2024
Hello,

I am Vishal 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 regarding an order placed on our website.

Upon reviewing I surely sincerely apologize for the inconvenience caused to you.

Here to ensure secure delivery, some orders may be delivered using a one-time password. If your order is being delivered with a one-time password, youll be asked to read this password to the delivery driver so they can enter it on their handheld device.

Once the correct password is entered, the driver will deliver your package.

During checkout, we'll notify you if your order requires a one-time password. If so, you'll receive your one-time password in your out for delivery email, sent on the day of delivery.

You can also find it in Your Orders (*****************************************), by clicking "Track Package" next to the applicable order.

Since it is a security measure we are unable to make any changes or remove the feature.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/11/2024

Complaint: 21031745

I am rejecting this response because:
Dear Vishal,

I don't believe you understand the inconvenience that this has caused this long-standing Amazon Prime Member. The passcode is not a requirement for all Amazon customers or all Amazon Prime Members purchasing certain items. It is a new requirement on my account and does not apply to another family member's account, or customers in general. Again, when I place the same item in my cart, and my family member places the same product in their cart, at the same time, and the delivery location is the same *** Store, only my account has this extra requirement (see attachments).Whether this passcode requirement was placed on my account by an ********************** employee, or a software algorithm flagged my account, it can be removed.Amazon software engineers create these algorithms and Amazon can modify and remove this passcode requirement, as it is not feasible for the delivery location, The *** Store to accommodate this passcode requirement. Again, I have been an Amazon Prime Member since 2010, and this new requirement was placed on my account immediately after I reported an item missing, which was later delivered.

Important: Since my deliveries are sent to a local *** store, please explain to me how I will be able to receive a delivery from Amazon, if the driver requires a passcode at the time of delivery. The local *** store where I have my deliveries sent to will not provide a passcode to the Amazon driver, it is not feasible. This makes no sense whatsoever, and I will also address my grievance in writing to Amazon headquarters in *******, Washington with a copy of our communication.

There could not possibly be a more secure delivery method than the one that I already employ, and that is to have Amazon packages delivered to the *** store, which requires a signature of the *** store employee accepting the package! This passcode policy is poorly constructed, and I believe that it will eventually be a dismal failure for Amazon. Until that time, I am requesting that it be removed from my account.
As a footnote, the item that I originally wished to purchase, a men's ********* ARC 5 ******, has now increased in price from $120 to $158, and I will not purchase it from Amazon, or any product where I have the condition to provide a passcode to an Amazon driver. I will seek out other alternatives to Amazon, as I have being doing recently.
Sincerely,
*******************************
Initial Complaint
Date:12/19/2023
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 facts of this case are as follows:Order#: 112-8951107-3382644 Date: 10/23/23 Amount: $36.54 Nature of dispute: I did not receive the item I ordered in good/useable condition. The item was damaged.AMAZON.COM has not tried to resolve the issue and is giving me a very difficult time.On 11/16/23 I contacted Amazon to let them know the ********************* k-cups I purchased were damaged and not useable. This was well within the extended return period of 01/31/23. I wanted to return the item back to Amazon but my request was denied.I asked for a replacement but this was also denied.I asked for a refund and this too was denied.Amazon is insisting that I download my drivers license to their website to verify my identity before they consider a return or replacement. This is unacceptable and unnecessary as they know who I am and this step is not needed for a return. I have been an Amazon customer with a ********************** Member account for 12 plus years. I also have an invoice as proof of purchase for this item.On 11/20/23 I contacted Amazon again to attempt to rectify this situation. I spoke to a supervisor in customer service, ************** This gentleman now tells me four days after my initial phone call on 11/16/23 that they not only want me to download my drivers license but also want a picture of the damaged item. A picture was never mentioned prior to 11/20/23. On 11/17/23 I threw the coffee k-cups away in the trash because there were coffee grounds everywhere which made a terrible mess. Food items are returnable at any retail establishment with a receipt when they are damaged, not useable/consumable or expired.The bottom line here is that I did not receive what bought and paid for. Amazon shipped to me a damaged and unusable item. Amazon would not allow me to return the item because they have it classified as a non-returnable item. Under these circumstances, I am requesting that I be refunded in the full amount of $36.54.
Business Response
Date: 12/21/2023
Hello,

I'm Vishal 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 email regarding an order placed on our website.

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.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/27/2023

Complaint: 21031546

I am rejecting this response because: Amazon is requesting outrageous private information! The specialist team (whatever that actually is) does not need my private information to verify my identity to return a damaged product. There isn't any security issue on my account as I have still been buying things on Amazon's website under my account. If there really was a security issue with my account, I would think Amazon would not let me continue to purchase other items.
Amazon use to be easy to deal with but no longer is and has gone downhill. **************** representatives are rude, unknowledgeable and can't resolve simple issues.
Amazon didn't give much information in their response to my complaint. I am asking again that Amazon does the decent thing and issue me a full refund in the amount of $36.54.

Sincerely,

A *******************************

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