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

58,311 total complaints in the last 3 years.
21,860 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.
Greetings,I am writing to address an issue regarding ASINs B07GWGTS41 and B07GWVTDYN. ASINs B07GWGTS41 and B07GWVTDYN were considered body armor designed and marketed for military or para-military riot protection.ASINs B07GWGTS41 and B07GWVTDYN are child of one parent ASIN and differ by color and size:B07GWGTS41 color: Black, size: L B07GWMRYFK color: Black, size: XL reinstated on Dec 10, 2023 (Please review the attached file Notification about reinstatement for ASIN B07GWMRYFK)B07GWVTDYN color: Coyote Brown, size: L In response to the suspension, I reviewed my listings and carefully removed any terms that might trigger Amazon's filters. Consequently, ASIN B07GWMRYFK was successfully reinstated. ASIN B07GWMRYFK has the exact same problem as ASINs B07GWGTS41 and B07GWVTDYN. I made the same changes to the product detail page of all three ASINs, and ASIN B07GWMRYFK was reinstated while ASINs B07GWGTS41 and B07GWVTDYN remain suspended.Please note: the product description and photos for all three ASINs now are totally the same.I submitted my Plan of Action and thoroughly reviewed and corrected the listings to comply with Amazon Policies. Unfortunately, my requests for reinstatement of the remaining two listings have been rejected with no explanations on the reason why. I request your assistance in resolving this matter promptly.Attachments:- Plan of Action for ASIN B07GWGTS41;- Photos for ASIN B07GWGTS41;- Screenshots of the product detail page for ASIN B07GWGTS41;- Plan of Action for ASIN B07GWVTDYN;- Photos for ASIN B07GWVTDYN;- Screenshots of the product detail page for ASIN B07GWVTDYN;- Notification about reinstatement for ASIN B07GWMRYFK.I believe in the importance of adhering to Amazon Policies and have taken every measure to ensure my listings comply with the platform's regulations. I kindly ask for a thorough review of the remaining suspended listings and a reconsideration of the decision to reinstate them.Best regards!
Business Response
Date: 12/22/2023
Hello,
Thanks for reaching out to Amazon. We have determined that ASIN(s) B07GWGTS41 B07GWVTDYN have been reinstated. Please allow up to 2 business days for this change to reflect in our system.
Thank you,
Amazon Team-Restricted Products.
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.
I orders a set of sofa from Amazon.com at the point of delivery I found the package is damaged I refused the delivery Amazon dont want give me my refund back first they told me Based on our investigation and your statements, it seems that the item has been stolen by a third party and we urge you to contact your local police department to report the theft of the parcel. To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.I did a police report they told me We couldn't verify the details of the Police Report you provided.I request my refund from online agent and now saying 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. I dont know why they just giving me hard time when I contacted the carrier they handle the shipping they told me on our system show item refused and returned to Amazon warehouse and provided me with the tracking number for this return please advise me what I have to do Order number Order #***-0065372-5005800 And the tracking number for the return is G4KDM8TFW And the the website is ************************************************** This is very bad experience
Business Response
Date: 12/20/2023
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 refund order 112-0065372-5005800. I see item was marked as delivered and return label was not created for the order on Amazon.

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,

Sahitya
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.
I also updated my ID TO ********************** website
And Im still waiting for my refund I refuse the delivery and its back to Amazon warehouse as showing in tracking number
Sincerely,

***********************
Customer Answer
Date: 12/21/2023
I havent received refund yet and not resolved yet
Customer Answer
Date: 12/21/2023
Here is tracking show its returned back to Amazon warehouse
Customer Answer
Date: 01/08/2024
You can close the complaint.
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.
ORDER # ***-5261155-9613048 ORDER # ***-5261155-9613048 was lost in mail never delivered, replacement was ordered and was defective, I returned an Item I purchased and was offered a full refund, The item was delivered back to Amazon and I keep getting run around about my refund, Refund amount is *****
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.

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 submit your ID in the link sent to your email address on December 18, *************************************************************** 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,

Sahitya
Amazon.com

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

Complaint: 21028248

I am rejecting this response because: I do not feel like I need to be eploited to give my personal information over the internet for a refund that the return has tracking id that has been delivered, My idenity is very important to me and I wish that Amazon would take my personal information more seriously, Please understand that I am a private person and I dont **** safe sending my Government Issue Id to God knows where for you to issue a refund for a product that you have in your possesion...

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.
I ordered something from amazon and received a empty box. The item was missing from within.Amazon said I needed to file a police report to get a refund. I filed the police report and provided it to them. They are saying its not authentic and keep hanging up on me. One time I called and they said they will call the police department. The number they said they were calling was not correct. Then they started saying my report was not authentic again and could not call the police department until i give them a new police report.I actually had the police officer on the call who wrote the report. The lady said they cant do a 3 way call and hung up on me.They told me they would refund my money once I gave them everything they requested and they are not doing so. I have done everything they asked me to do.So frustrating.
Business Response
Date: 12/26/2023
Hello ****,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I've reviewed your complaint and I'm sorry to know that you've received empty box. I'd like to apologize for the inconvenience caused.
On checking, I see that our team has already sent the correspondence on the issue. Please note that we are not able to take additional actions, including overriding their decisions for next steps. Ive pasted their response below for your convenience:
-----------
Hello,

We are writing to inform you that we reviewed your account for order activity details and we found that you have claimed refunds because you reported to have experienced issues with your orders. We know that occasional problems with orders are expected in the normal course of business. However, the number of refunds in your account exceed the expectation.

Under the Amazon Conditions of Use, we reserve the right to refuse service, terminate accounts and terminate your rights to use Amazon Services. To review our policies, go to Conditions of Use:
www.amazon.com/conditionsofuse

What can I do?
Ensure that you comply with Amazons Conditions of Use.

Has this message been sent in error?
If you believe there has been an error, let us know by replying to this email to reach an account specialist. Our **************** team cannot reverse this decision or share more details on this matter. They can only confirm that this message was sent and can help you with technical issues

Account specialist
Amazon.com
www.amazon.com
Reply from the team after you writing back to them:
Hello,

Thank you for writing to us.

As we informed you earlier, the carrier of this order has confirmed that the complete shipment was delivered to you. As a result, a refund will not be issued for the items in that shipment.

Our account specialist team is unable to provide support via phone or chat at this time, but if you would like to appeal this decision, reply to this email.

If you have any concern related to account or any other order, you can contact our customer service team via the link below:
www.amazon.com/contact-us

Account Specialist
Amazon.com
www.amazon.com
-------------
As informed by the team a refund will not be issued for the items in that shipment. However, you're welcome to appeal the decision by replying to the above email sent on December 22, 2023 at 5:19 AM. Please check from the email in your inbox and appeal.
However, we won't be able to provide any further information apart from this.
We appreciate your understanding and hope to seeing you soon.
Regards,
*******
Amazon.com
*****************************

Customer Answer
Date: 12/29/2023

Complaint: 21028188

I am rejecting this response because:
I did everything that was asked of me to receive my refund. Even though the package required a signature and I never signed for anything, I was still required to file a police report to get a refund. I filed a police report and when I called amazon they came up with a different excuse every time I called. I called dozens of times just to be told they could not verify the police report but they could not tell me why. eventually when I called they said I needed a stamp from the police department on the police report. The next time I called they said I needed a signature from the police department. Then I called again just to see what they would say and they said they just needed to call them to verify that the police report was valid but I had to call back when the police station was open. I immediately called the police station and spoke to dispatch. Not only did she say they could call any time of the day or night to verify, she also had the officer reach out to me so I could tell him what was going on. When I had the officer speak to amazon they hung up on him and I. After trying countless times amazon eventually put me on hold and then said they called and were able to verify the police report. I then got a email saying the refund would be issued within 3-5 days. # days later I called to see the status and they told me I am not getting a refund.
I attached the following:
police report
email conversation of amazon confirming the received the police report and all correct information was provided.
email from amazon saying the issued me a refund
Screen shot of *** showing that the shipment required a signature. I never signed for any package.
email now saying refund wont be issued because they confirmed the shipment was delivered. Sow me proof!!! I never signed for anything. Show me my signature that it was delivered! . They also refused to speak to me on the phone now and will hang up on me if I call.
I would like amazon to do the right thing and issue me the refund they promised so many times as long as I got that police report. This all should have been taken care of the minute they noticed that I never signed for a package. Instead I received a empty box on my doorstep.
Please give me my hard earned money back

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.
On December 11th I went to Amazon.com and gifted a Kindle subscription for $172.66 to my wife. The transaction became stuck in a pending status so I reached out to customer support. I was told the pending transaction would be cancelled and to resubmit the transaction. I did resubmit the transaction and it went through, however the next day both the new transaction and the pending transaction went through. I have since reached out to Amazon on two more occasions and been told I would receive my refund in 3-5 days...they have lied and I am still waiting on my refund.
Business Response
Date: 12/21/2023
Hello Calex,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I've reviewed your complaint and I'm sorry to know you were charged for both the subscriptions.
I apologize for the inconvenience this has caused.
I've now refunded for the Order#D01-7966644-9309011 and you should see the refund of $172.66 posted to your card statement in 3-5 business days.
I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards ,
*******
Amazon.com
***********************************.
Initial Complaint
Date:12/19/2023
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.
113-5159170-9417054 113-9518938-1973040 I MADE ONLY 1 ORDER AND 2 APPEARED AND I DID NOT RECEIVE ANYTHING FROM THE ORDERS THAN 1 ONLY ENVELOPE WITH THIS ITEM BITTEN [Anti Stress Ball Grip Exerciser Finger Ball Silicone Squeeze Strength Hand Grip Strengthening Exercise] report to Amazon every time they said they delivered something to me and they told me that I had to wait until the 18th and it's already the 19th and they put a lot of obstacles in my way to not give me my money. They want me to call the police. I'm embarrassed when there are so many serious crimes, taking up their time with this, it's not even 100 dollars but yes. it's 1 and a half days of work
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 your complaint and I'm sorry to know items weren't received while tracking shows delivered.
Regarding order ending with #****, I see that you were refunded, $29.93 to the payment method used on December 15, ************************************************************** 3-5 business days. If you're still missing any refund, as requested by concerned team, please submit ID proof.
For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

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

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.
Regarding order ending with #****, I see that the team has requested for incident report. Please note that we are not able to take additional actions, including overriding their decisions for next steps.Ive pasted their response below for your convenience:
---------
Were sorry to hear that you havent received your items from order #***-9518938-197****.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that these items haven't been delivered to you. Items that aren't received are inconvenient for you and costly for Amazon.

Based on our investigation and your statements, it seems that the item has been stolen by a third party and we urge you to contact your local police department to report the theft of the parcel. To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after 14-February-2024. Please ensure to get a Police Report and contact back before this time

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Thank you for your understanding.
-------------
We appreciate your understand and look forward to seeing you again soon.
Regards,
*******
Amazon.com
*****************************.
Customer Answer
Date: 12/21/2023

Complaint: 21028131

I am rejecting this response because:
WHAT AN ABSURD RESPONSE EAT MY MONEY THE MONEY YOU THINK I HAVE YOUR TIME YOU ARE NOT EVEN CAPABLE OF SHOWING PHOTOS THAT PROVE THAT THEY DELIVERED THE ***** IF THE ENTIRE NETWORK IS ABUNDANT WITH VIDEOS OF HOW THEIR OWN AMAZON EMPLOYEES STEAL THE THINGS THERE IS ONLY ONE PHOTO OF 1 SINGLE ITEM THAT I RECEIVED AND BITE MY WIFE HAS BEEN BUYING ON AMAZON FOR YEARS AND SENDING THINGS TO ****** FROM AMAZON TELEVISIONS REFRIGERATORS ETC BEFORE THE PANDEMIC NOW THEIR SERVICE IS TERRIBLE WHEN THEY ENTERED TO STEAL MY HOUSE AND I CALLED TO ASK THE POLICE TOLD ME THERE WERE MORE IMPORTANT CRIMES WHAT TO ATTENDE AND THEY ARE ABSOLUTELY RIGHT
********************************************************************************************************************************************************************************************************************************************************************************************************************************************************
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.
These are the order details:Order date Dec 3, 2023 Order #***-4247981-2005858 Order total $389.30 (1 item)After contacting *** numerous times, my order didn't arrive until dec.13th This is one of the conversations I had with a customer service representative regarding the delay of my order:"as i can check your item is Out for delivery. and soon it will be delivered to you your item is not the nearest fulfillment center that is why you have facing this issue but do not worry i have escalate this issue so now you will get your item and once the item delivered to you then you can contact us back we will issue refund for you. you do not need to explain everything i will added note in to your account. just tell next agent to check note so immediately they will issue refund. you will get refund + item Would that be fine?"When I returned to speak with customer service, the informed me that the previous agents gave me false information and I could not get a refund nor could I return the item.
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 your complaint and I'd like to apologize for the inconvenience you've experienced in this regards.
I've reviewed the details and see that our internal team has already sent the correspondence on the issue. Please note that we are not able to take additional actions, including overriding their decisions for next steps. Ive pasted their response below for your convenience:
--------------
Since the item is not returnable, we require a photo of the Damaged item along with a piece of paper (handwritten or typed) containing the Amazon account holder's name and a date on or after December 18, 2023. The information must be visible in one photo. Once you have taken the above photo, please reply to this e-mail with the Order ID ********************* and attach the photo in a .jpg or .pdf file format.

Your photo must be submitted before 17-January-2024 to be considered for review. Once we receive your photo, we typically respond within 3 days with the appropriate action that has to be taken on the order. Please note the e-mail has to come from the email address belonging to the account that made this order.

In addition to this, Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

You will receive second email with instructions on how to share this information with Amazon. 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.

Thank you for your understanding.
------------------
Please provide the image of the item as well as ID proof as requested by the team for further assistance.
We appreciate your understanding with my limitations and hope to seeing you.
Regards ,
*******
Amazon.com
*****************************.
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.
I bought an Apple Watch Ultra 2 [GPS + Cellular 49mm] Smartwatch with Rugged Titanium ************ ****** Loop Small. Fitness Tracker, Precision GPS, Action Button, Extra-Long Battery Life, Carbon Neutral order number #***-4713115-9030640 for $739.00.The package never arrived so I wrote to Amazon consumer service and They asked for a police report. I have explained that I can not ask for a police report beacouse the package are not stolen but, as the tracking shows the order status is package was handed to an agent for final deliveryUnder existing legislation, a customers contract is with the seller, not the courier. That means that, if an order fails to arrive or turns up damaged or incomplete, the seller must offer redress, then sort it out themselves with the courier. After a lot of email attached one Amazon assistant wrote an email to my saing me to wait until the 16th dec. Meanwhile Amazon wrote to me another email attached asking me to verify my id and wrote again to costumer service after 3 business days. I have verified my id and wrote to cosstuner service and They asked me again for police report. I am frustated and want so solve this issue
Business Response
Date: 01/05/2024
Hello *************************************,

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

I'm sorry to know you haven't received the Order#***-4713115-9030640.

I've reviewed the details and see that our internal team has already sent the correspondence on the issue. Please note that we are not able to take additional actions, including overriding their decisions for next steps. Ive pasted their response below for your convenience:

------------

Hello *******,

This is ******* with Amazon's Executive Relations team. I hope you are doing well.

I'm so sorry to learn of your recent order concerns regarding the order #***-4713115-9030640.

Please accept our sincerest apologies for the delay in this investigation thus far.

Please know that an investigation has been launched on your behalf for the delivery issue. As multiple teams are involved in this investigation, it is taking a bit longer than expected. Please be rest assured that we are continuously following up with all the relevant stakeholders involved under this investigation. While I can't share any specifics, please know that this matter will be addressed swiftly, internally, and appropriately.

We will update you as soon as we have more information.

Thank you for your cooperation and patience thus far. I hope you have a wonderful day.
------------------
Please wait for an update from them.

We appreciate your time and patience in this regards.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024

Complaint: 21028055

I am rejecting this response because:
Is more than a month that I am waiting a reply for my issue. I understand the effort but now i need a resolution. Forthermore, in order to have a response I had to stress and mail all ama i costumer service beacouse at the beginnig the chat assistance just tell me to waiting and did not understand my particular situation of an APO address
Sincerely,

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

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I understand you need a resolution, however as informed our team is working on it and they would get back to you once they hear from investigations team.
I'd appreciate your patience and understanding while we're working on getting this resolved.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 01/10/2024

Complaint: 21028055

I am rejecting this response because too much time passed without a clear response

Sincerely,

*************************************
Business Response
Date: 01/11/2024
Hello *************************************,

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

I understand that its taking time, however as informed our team is working on it and they would get back to you once they hear from investigations team.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

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

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

Complaint: 21028055

I am rejecting this response because:
sorry I dont understand, I will recieve a response after your investigation team will finish the investigation?

Sincerely,

*************************************
Business Response
Date: 01/23/2024
Hello *************************************,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I'd like to apologize for the inconvenience caused.
On checking, I see that we've now refunded you for the order ending with #***** on January 16, **** in the amount of $739.00. You'll see the refund on your card statement in the next 3-5 business days.
Once processed, you'll also be able to see the refund request here:

***********************************************************************************
I hope this helps.

Regards,
*******
Amazon.com
*****************************

Customer Answer
Date: 01/23/2024

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,

*************************************
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 three area rugs (order # ***-0453326-6662639) on 11/24/23 for a total of $921.11 from internet retailer "amazon.com". these area rugs were received in good condition but were found to be smaller than anticipated. i subsequently started the return process; return labels were generated and the rugs were picked up by amazon's delivery team. on 12/11/23, i purchased the same area rugs but in a larger size (order # ***-2182440-9277047) for a total of $1,185.89. these rugs arrived in good condition and they were found to be perfect in size.when i enquired about why my refund ($921.11) was delayed, amazon informed me they had my rugs in their possession, but would not issue a refund until i provided government issued identification (driver's license, social security card, passport, etc.).i informed them that this request was very unusual and that i would not be providing this information. they stated that my refund would be put on "indefinite hold" until such time as i provided this identification. i find this refund practice to be highly questionable and i seek the assistance of the bbb for remediation. please help
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 your complaint and I see that you've contacted as you need to submit ** proof to receive refund for rugs returned in order ending with ****. I apologize for the inconvenience this has caused.

I understand that our concerned team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

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

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards ,
*******
Amazon.com
*****************************
Customer Answer
Date: 12/28/2023
hello ******* from amazon -
as i stated in my original complaint, the policy of providing a passport or social security card to process a refund is highly unusual.
i will not be providing this information.

in addition to the case opened with the better business bureau, i have filed a case with the federal trade commission.
i have also contacted my credit card company and opened a dispute.
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.com Services LLC (********** Secretary of State #************)Order # ***-71322045-0001810,Paid on December 09, 2023 Amazon delivered this package to my home after being notified that since they took so long to deliver it to me after they pushed my delivery date back 3 times to a further date, I had to cancel the order to try and find another one of these same items in time for my granddaughter. Amazon was called December 13, 2023 (9:49 pm), December 14, 2023 (10:58 pm), December 17, 2023 (2:42 pm), December 18, 2023 (7:11 pm). No Pickup, No Refund to me. I paid for this item on December 09, 2023. They put me in a position of having to pay again for another of the same item trying to get it in time for Christmas. They are holding my refund Hostage. I have paid Twice for the same item. I paid for this item December 09, 2023. Why would I have to wait an entire month to get my refund? Amazon has been sending drivers to drop off other packages but won't have one of those drivers to pick up this package to give me my Refund. This is Unfair Business Practices and poor customer service. ********************** has made my shopping experience a Living H*** and they should not be allowed to operate in business. Other complaints filed against Amazon.com Services LLC; **************** ************************ (12/18/23)Federal ****************** Report #********* ********** of ********* Protection - Report #CN0004319 Better Business Bureau ****** of ********* Goods and Services - BHGS-********-*****
Business Response
Date: 12/21/2023
Hello,

I'******************* 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 any inconvenience caused.

I've researched and see the refund of $62.50 was already issued for your return on December 20, 2023. You'll see the refund on your statement within 3-5 business days. We'll also investigate further and make sure this doesn't happen again.

Thanks for your understanding.
Customer Answer
Date: 12/21/2023

Complaint: 21028015

I am rejecting this response because:
Amazon still wont do the right thing. All $62.50 should have gern refunded to my **** debit card, not I. A credit. I kept 1 of the items from this order. If I return that one, then they can give it background me in credit. Amazon has bad business practices. They continue trying to not refund money trying to give you your refund back in credit for you to only buy from them because you cant use this credit any where else. They are TRASH for constantly **** this their customers and need a Class Action on them!!!!

Sincerely,

*************************
Business Response
Date: 12/31/2023
Hello,

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 any misunderstanding.

I've researched and see a full refund of $122.83 was already issued on this order. $60.33 was issued on December 14 and the remaining refund of $62.50 was issued on December 20. I see the order was placed with $34.17 gift card and $88.66 Visa card. For this reason, refund was processed to the same payment methods.

We hope to see you again soon.

Regards,
*********************
Customer Answer
Date: 12/31/2023

Complaint: 21028015

I am rejecting this response because:
Amazon should have returned my cash of of $62 if they collected $88. There was enough cash collected to return all my cash since I did not return all the order. There is no excuse that I did not get all my cash back .

Sincerely,

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

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