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

58,332 total complaints in the last 3 years.
21,795 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: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 bought a Computer monitor on 12/11/2023 and returned it on the 12/12/2023. I contacted amazon live chat on 12/18/2023 and asked why i havent gotten my refund yet and they said it would be within my account by 24 hours. It had been 24 hours so i contacted them again and they said there was abnormal activity on my account. Well i am moving into a home for the first time so alot of purchases have been made... They are asking to verify my identity by ID.I believe this is outrages and this is a breach of my right to being private.
Business Response
Date: 12/21/2023
Hello Parisa,

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
*****************************
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.
On Nov 19th 2023 I ordered Apple AirPods Pro. On Nov 20th I received the items and realized the boxed was opened and the item seemed used. I contacted Amazon within the same moment of this discovery and the lady I spoke with assured me there would be no problem with returning the item for me and she also put in a request for *** to pick up the item. The associate explained that the refund would be refunded back to the original payment once the item was received. A couple days later I went back into my account to review the status of the order. The order status showed that the item was received on Nov 24th. The status also showed I would receive the refund on Dec 18th. Almost an entire month since the item was received. I gave it some time. I kept checking everyday. On Dec 9th I checked again and saw that the status of the refund had changed it stated it would be refunded on Dec 10th. On Dec 10th I checked again and saw that the date had been pushed to a further date. This happened a couple more times where I would check on the specific date it was supposed to be refunded and there was no actual refund. I called Amazon on Dec 13th to see what was going on. I spoke with an associate who explained I had to send in a photo of my ** and then wait to see if I would be refunded then. I did not feel comfortable with this since Ive returned to Amazon before with no issues or requirements to submit a government *** My order also did not state that I would have to submit a government ** if I returned the item. The first associate who initiated the return at the beginning also did not advise me that I would have to submit any form of information to receive a refund. I would have never know that I needed to submit a government ** had I not called to see the status of my refund. This doesnt seem right to me. I called today Dec 19th and spoke with another associate and manager regarding the *** The result was If I did not submit the ** ********************** would keep my money and the item.
Business Response
Date: 12/21/2023
Hello Dashel,

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
*****************************
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.
Ordered a 100ft garden hose from amazon on July 08, 2023 and paid $45.65. I did not like the item so I returned it right away to Kohls store through their amazon return. On August 05th I received a credit back to my account for the amount of the garden hose for $45.65 along with return details on my amazon account stating that a refund had been issued. On December 14th, 2023, I got an email from amazon stating that they would be charging my card $48.14 because I had not returned the 100ft garden hose. I called their customer service to question this charge and they stated that I had returned the wrong item. I asked to speak to a supervisor because I know I returned the correct item to them and stated that I had already been credited back the money in August. After being on the phone with them for almost 1 hour I was told that I needed to reply to that email that stated they were charging me in order to dispute it. At the bottom of the email it states very clearly that you cannot reply to that email as it is only a notification address. I told them that you cannot reply to that email and they told me there is nothing else they can do for me. When I clicked on the garden hose item on their website, it is from a private seller and when you click on that item to purchase again it says that something went wrong meaning the seller does not exist anymore. This seems like a scam to me. I asked amazon what item was sent in and they could not answer me. The other issue is why are they charging me $48.14 when the item was $45.65. Amazon is telling me there is nothing else they can do to help me and it is my word against theres. I have spent thousands of dollars with them and always return my items accordingly. There is no one I can speak to to dispute this issue and I feel stuck. I am canceling my membership with them as I feel I am being scammed.
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 internal team has reviewed this and below is the response from them :

" We are contacting you about the return of the Garden Hose Expandable 100ft, Water Hose With 10 Function Spray Nozzle,Heavy Duty Flexible Hose,3/4 Solid Brass Connectors,Lightweight No-Kink Flexib from your order 113-9172511-7633038 because we received an incorrect item . We confirmed the Garden Hose Expandable 100ft, Water Hose With 10 Function Spray Nozzle,Heavy Duty Flexible Hose,3/4 Solid Brass Connectors,Lightweight No-Kink Flexib from the order number 113-9172511-7633038 was in the box given to AMZN_US at the time it left our fulfillment center.

To learn more about our policies, visit Conditions of Use & Sale:

www.amazon.com/gp/help/customer/display.html?nodeId=****************

Our Account Specialist team is unable to provide support via phone or chat at this time.

If you would like to appeal this decision, reply to the email sent by our internal team to reach an account specialist. Our Account Specialist team is unable to provide support via phone or chat at this time.

While responding to this email, ensure to include all details of your appeals or concerns in the email body. Do not include any information in an attachment format as we will not be able to receive them. "

We can only confirm that we sent this message and help you with technical issues. We cannot reverse this decision or share more details on this matter.

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 12/25/2023
Amazon has responded with no solution and no explanation of my issue. I know 100% that I walked into a **************** store with a 100ft garden hose and returned the correct item to amazon. Did it ever occur to Amazon that maybe the mix up was done at the **************** store? They might have sent in the wrong item to them, not me. When I asked amazon what item did, I supposedly return instead they cannot give me an answer. There is no proof on their end that a wrong item was sent in. I received a credit from them on my credit card statement after I returned the item in August. How can this company charge my credit card months later for an item I do not have and returned to them? I have attached various stories from other customers stating that this same issue has happened to them as well. I have never dealt with a worse customer service experience than I have with Amazon. Especially after so many years and thousands spent with this company, I have canceled my membership with them. I cannot believe that this billion-dollar company cannot offer better customer service and continue to steal money from people as I am not the only one that this has happened to.
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.
My issue is with Amazon shipping items from the Subscribe and Save program early - before the date listed on my account that I have to make changes to that month's order. This has been an ongoing issue this year, and not one in previous years - infact, I have used the program since 2015. I have contacted their customer support agents, multiple times over the last 6 months and no one has any explanation or resolution. I am left to assume that the company is doing this on purpose since the issue of their website programming has not been addressed. I have had items that get shipped after my cancelation has gone through, items that are no longer eligible for refund when they used to be, and also have had no luck requesting Amazon to have the packages returned to them before delivery to me due to them not being wanted. This month, December - I checked the orders days in advance trying to catch them before they were shipped "early" and this did not work either - Amazon charged my **** and shipped them AFTER I checked my account to see if any were shipping or had been shipped and canceled them from my account myself. I feel that the company is taking part in fraudulently charging customers with the hopes that they do not notice, or make the effort to get their money back on these purchases that were not fully authorized since Amazon has not held up their end of the agreement aka - giving until the date listed before they proceed to process the orders. I used to get emailed chat transcripts and have none from recent conversations - another change they have made for the benefit of themselves and not the customer.
Customer Answer
Date: 12/22/2023
All of my devices are linked to myAmazon account and this popped up on the Amazon Alexa * the date is Dec 22nd (Not the 21st like listed in my account), but still later than when Amazon started shipping the items out.
Business Response
Date: 12/27/2023
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 the subscribe and save orders on your account.

I surely sincerely apologize for the inconvenience caused to you.

I know this has been a disappointing experience for you, therefore, I have also escalated this to the concerned department to let them know about your experiences and make sure such instances are not repeated in the future.

I want to assure you that we'll continue working hard to ensure that you receive accurate service.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/19/2024
This issue has not been resolved. As you saw from the reply - Amazon has not addressed it and just keep saying they will pass along the information. Again, I would like to state that I have used the service since 2015!!! This issue has clearly been the result of a change they have done in the last year. I am including another screenshot of this month's orders being shipped ahead.... yet again. Financially, I had picked after the 20th so that I knew our child benefit we recieve every single month would be in our bank to cover the orders - it has been this way since I started order baby diapers. Along with shipping items before their listed cutoff date, they have implemented restrictions on returning a lot of the items we order as they are personal or food products.EVEN, if they have not even been delivered!! I want Amazon to take accountability for the change they have made to their own system - stop pretending like they are not aware and obviously address and fix the issue.
Business Response
Date: 03/09/2024
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 the subscribe and save orders on your account.

I surely sincerely apologize for the inconvenience caused to you.

Here I am reviewing this further with our internal team and I will get back to you once I receive a response from them.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Business Response
Date: 03/12/2024
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.

After a thorough investigation, it was found that 702-0415315-6464256 was created 21-Nov-23 for a delivery date of 30-Dec-23 as part of the sign-up process. At the time of order generation, it was decorated with an SGNE of 17-Dec-23, which is exactly one week earlier than expected.

This is a known bug which affected only sign-up orders (not recurring subscription orders) in ******. This bug was fixed in January.

While we're not happy about the bug, few customers noticed, since the date provided at sign-up was correct and it's unusual that customers sign up for a subscription and then decide whether or not to skip the order they just made when it is time to review their subscriptions.

As for items that get shipped after a cancellation has gone through, we see over 200 active subscriptions on your account, and some are duplicates, so the most likely scenario is that one was skipped and not its duplicate. We still feel that this is worth investigating and hence request an Order ID that we can use as a sample.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 03/22/2024
While I appreciate that the Amazon coorespondant took the time to look into my account, the reasoning given for the issues with their fullfillment dates have no impact on the date to which they started shipping orders, ignoring their own terms that list a specific date a customer can initiate changes. Regardless on when a subscribe and save order was made, the month chosen for delivery, if there are duplicate orders or if such items are skipped/cancelled - it does not give them the right to decide when it is shipped aka shipping them early. Not to mention, this issue started 6 months before the date the response lists, further proving that they still are trying to cover things up and make excuses. Considering that I have been using the service for almost 10 years and a regular Amazon customer much longer, I am a little insulted that Amazon has tried to put the blame back on me. This issue has been happening for almost a year - they were notified directly by myself multiple times. It is disapointing that the "glitch" in the system was not dealt with in a timely manner on their end, even with this public complaint. At the moment, it appears that Amazon has indeed fixed the early shipping issue - as I was able to make changes over the last week and did not have items sent out ahead of my monthly change by date. I hope that going forward, it does not become a problem again and that Amazon reflects upon this entire situation - from how/why their system was changed/overrided to allow shipping early, how they recieve and manage their customer complaints, their process of bringing issues higher up the chain of command or having another department take over, holding their customer service agents more accountable for their responses or lack of action. Along with how timely they are at fully addressing concerns/issues, being more accountable for their new decisions, changes or change of programming, AND BE open and transparent by taking responsibiliy of the problem along with considering how their customers were or will be impacted by such situations.
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.
Order No. 111-4231696-6508243 On 12/9/23 orderered ********* Ground CoffeeDark Roast CoffeeEspresso as a gift. Recipient of the gift disliked the coffee and returned item to me to initiate a return. Amazon has been more than difficult in trying to process a return claiming that the item cannot be returned, or Ill need to send in a picture of the item with a piece of paper with my order information written down. None of these requirements are included in their return policy. Alongside the photo ID requirement, ********************** is systematically deterring consumers from making valid returns and committing consumer fraud.
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 a refund of $18.64 for ************************Dark Roast was already issued towards your original payment method. I request you to wait 3-5 business days for the amount to reflect.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders.

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

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

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

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

However I do want to make a note of caution to any other Amazon consumers possibly reading this complaint to be cautious with buying food, OTC medication, and any supplements as Amazon has been denying refunds for any return requests and sometimes obstinately holding to an unswerving refusal of refund policy. They will direct you to inappropriately contact the manufacturer to request a refund. In my situation, I did contact ********** the manufacturer, who was both bewildered and incredulous over Amazons representation that manufacturers somehow can offer refunds for items not purchased directly from them.
Given the tumultuous nature of Amazon at the moment, its probably best to shop elsewhere as their customer service is chaotic, to say the least, with all these new policy changes.
I would advise people to file complaints with your state attorney general or the *** if they run into any weird Amazon return wonkiness this holiday season.
Sincerely,

***********************
Initial Complaint
Date:12/19/2023
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 was informed today by Amazon representatives that they will not be issuing a refund for items them have in their possession until I provide them with personal information such as a copy of my ID.
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
*****************************
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.
Amazon Prime Card (order online) keeps charging me for Prime. Every time I order something (which is rare), I have told them every time NOT to charge me for Prime. I do not order that much. PRIME is a waste of money for me. They kept doing it so I cancelled my card. They are still trying to charge me for PRIME and all of the penalties for not paying for it.Essentially, they are charging me for something I REFUSED and charging me by the month for fees.I have notified them multiple times, (which is an act of God to reach an actual person) but to no avail. I am a disabled nurse. I live on very limited income and spend only what I can afford. Please help me STOP THE MADNESS! They are going to destroy my credit *********************** ************
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 the unknown charges on your account.

Upon reviewing your transactions I couldn't find any charges for prime subscription.

Here our customer service team will need to continue this investigation over the phone. Before you contact them, please check with authorized users of your credit card.

If you've checked with others, call customer service with the following information:

- Last 4 digits of your credit card

- Date of charge

- Amount of charge

- The charge descriptor (e.g. Amazon.com AMZN.COM/BILL) listed on the statement.

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.

You can contact us by phone here:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/30/2023
No, I have not heard back from the BBB for a resolution. In fact, they are compounding the situation by continuing to send me bills that I know nothing about because my card has been closed since August. I have been on the phone multiple times on hold for extended periods, trying to speak with a live agent, and unable to do so. I am sure that I am not the only person having this issue, and they are fraudulently charging anyone who orders from Amazon for prime, which I have told them many times that I cannot afford as a disabled person. This is very bad business and I will discontinue all Purchases through them
Customer Answer
Date: 01/10/2024
So, what they did was instead of continuing the nonsense about continuing to charge me for the prime, which I have refused repeatedly, and then charging me interest and penalties they have now forced me to file for fraud on that account and then they sent me another credit card which I have already closed but if it will get it off of my credit report, Im going to allow them to go through with it and I am not using that card and I will wait a month or two and then I will cancel that as well. If this is how they handle it then I guess it works out for me but I have a feeling that what theyre doing is illegal. You cannot just automatically charge people for prime when they cant afford it and they should not be doing it if were not asking for it and if were ********* refusing it over and over again. I will not be ordering from this company but hopefully this is the end of theyre trying to destroy my credit. Thank you for your service. I would keep it on the Better Business Bureau.
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 been an Amazon Customer since 2016 and they are asking for my IDENTIFICATION JUST TO RETURN AN ITEM.
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: 12/21/2023

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,

********************* De ********
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.
I purchased an order on amazon for $374.84 (order #***-4558164-2617819) on October 15, 2023. I received the item but returned it on October 19, 2023. I went to Amazon Fresh SODO location to drop off this item. I dropped it off and received a confirmation email from Amazon letting me know they received my product for return and to expect my return in a certain time frame. I never received this refund. This is absolutely unacceptable. I returned this product and received confirmation from Amazon saying my product was dropped off. Because of Amazons negligence the $374.84 was rebilled to my credit card because I didnt receive a tracking number for the product that was dropped off. Amazon sent me the confirmation email of my return being dropped off, but neglected to give me any tracking information for the product I sent in. Ive called multiple times asking for tracking information from Amazon, but they were unable to locate the returns tracking number. So as a result, my bank is unable to refund this item for me either. Now Amazon refuses to investigate this without sending my personal ID, which I refuse to do. My ID is not needed for an investigation to be opened up, yet this infringement is suddenly required by Amazon? This is absolutely unacceptable. I just want the refund for this product Amazon has acknowledged that I returned but is refusing to investigate.
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,
****************
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 purchased an Amazon towel warmer on November 19th. It came in late and I called to cancel the order. I was told I could return the order. Upon arrival I returned the towel warmer. I never received a refund. I called multiple times as my tracking number shows the item was received. I was told I would have to upload an Id. Uploading an Id was not something I felt comfortable doing as amazon would have my bank info. and id. I asked for my original item back. I was told that was not an option. I have uploaded the images where my items shows it was received. My refund date was pushed back multiple times.
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: 12/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have decided to not purchase any more items from Amazon.

Sincerely,

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

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