Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  3680 Langley Dr Hebron, KY 41048-9135

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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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  Amazon Fulfillment Center

  3350 Laurel Ridge Ave Ruskin, FL 33570-5526

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  Amazon.com

  3837 Bay Lake Trl Ste 115 N Las Vegas, NV 89030-4449

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.

  Amazon deactivated one of my product due to false complaint.Product link ******************************************** Type of violation: trademark/counterfeit product I have been selling this product since 2018. This brand name HNC has been listed in the description all this time. The trademark belongs to a completely different owner who hasn't sold on Amazon in a long time. However, the complaint was not from them.The real trademark registered number is *******. Screenshot from ***** attached.However, another unscrupulous seller decided to steal the listing and register the same trademark for himself. Screenshot from ***** attached.Firstly, their trademark If applies to the following products: Laser pointers for medical purposes; Surgical apparatus and instruments for medical use.First of all, this is clearly not a laser pointer for medical purposes. I hope you have an idea of what such pointers look like and that they are clearly not intended for treating toenail fungus!Secondly, this product has nothing to do with the surgical devices claimed in the description. Thus, Amazon accepted a totally abusive complaint and allowed an unscrupulous seller to kick me off a listing I have been selling for 5 years!They applied for registration on July 13, 2023. The complaint was submitted on July 24, 2023. Its obvious that actions are fraud!I am pretty sure that the company that filed the application did not create the listing and is not the real owner of the brand. It was only done to hijack the listing and be able to file complaints. I was attacked by this unscrupulous seller who using his brand registry account filed a complaint against me.So I ask you to help me resolve this issue and reinstate my product.

  Business Response

  Date: 12/20/2023

  Hello,

  We have decided to reinstate the listing/ASIN B0190TJ17O and an email was sent to the Seller, informing them of this decision on 20-Dec-2023.

  Thanks, Amazon.com
  Seller Performance

• 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 made a customer return the first week of November of an item. Amazon received this item Nov. 9th and it was processed in their facility Nov. 11th. I contacted customer service for the first time on the 12th to find out when a refund would take place. I was told it should be within a week and to be patient. I waited a week and no refund so I contacted customer service again. They told me to wait another week, so I waited. Still not refund, I contacted customer service again and they told me it can take up to 30 days to receive a refund and to wait until Nov. 28th, so I waited. On Dec. 6th I contacted customer service again to ask about my refund, they told me not to worry my refund was set to process on Dec. 8th. So I waited. December 8th came and no refund. So I contacted them again. They told me that to get my refund I would have to submit my ID to verify my identity. So I did. My identity was confirmed and they told me I would receive my refund within 3 days and if I didnt, to contact customer service. I waited 10 days due to holidays, I thought maybe there was a delay. I contacted customer service today, and they told me they will not be issuing a refund because the order is "too old" now. I explained the process I went through and they told me they were sorry for the inconvenience but will not be refunding my money, due to the order being old. I asked them to please return my item then since they wont give me my money, they told me they would not return the item, its been too long. Amazon customer service drug me along for over a month promising a refund, then said no, its been too long. This is unacceptable and plain old theft.

  Business Response

  Date: 12/24/2023

  Hello *******,
  
  I'm ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. I've provided the BBB with a copy of this message.
  
  I'm sorry to learn that about the problem with refund on your order ending with #**** and the unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.
  
  Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.
  
  To help you with this issue , I've partnered with our internal team and they've successfully issued refund of $44.59 on your order.
  
  You'll see it within next 3-5 business days on your card/ account .
  
  We apologize for the inconvenience and frustration this situation has caused you.
  
  We appreciate your patience and understanding.
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards, 
  
  Srilaxmi 
  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.

  This order was placed on December 13 with an agreed delivery date between December 18 and December 20, yet Amazon has yet to do anything to expedite the process of this order. I've been a customer and ********************** Member for many years, and this has happened on several past occasions, so this definitely isn't the first time Amazon has failed to delivery orders by the delivery date that was agreed to when placing the order. This is unacceptable for just any regular customer, but me being a ********************** Member, who supposedly pays for faster and better service, this is is much worse, and I think it is worthy of arbitration.In past years, I used to be able to reach out to customer service if I had any questions regarding my orders, and the agents were very friendly and willing to go above-and-beyond by being in contact with all other Amazon facilities, including distribution and fulfillment centers, to best assist customers. Today, I tried on several occasions to reach out to customer service, and got the complete opposite, and no actual agent was willing to reach out to the fulfillment center to inquire further about my order (just gave me the same runaround that their self-service options do). Amazon, it's not acceptable for your customer service representatives to not have any contact with your fulfillment or distribution centers, or your sellers.

  Business Response

  Date: 12/19/2023

  
  Hello *****************************,
  
  I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed the complaint and understand your concern regarding the Order ID: ******************* delivery issue.
  
  I apologize for the inconvenience.
  
  Upon checking, I see that both the **shirts that you've ordered are out of stock and that is the reason the order delivery date is scheduled between Wednesday, December 20, 2023 - Friday, December 22, 2023. 
  
  The order will be shipped out once the items are back in stock.
  
  However, I'll surely take this as a feedback from you and will forward it to the appropriate team for further review on it to ensure that the items are restocked and shipped out at the earliest possible.
  
  I appreciate your understanding in this matter.
  
  Regards,
  
  Arun
  Amazon.com
  *****************************
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21027990
  
  I am rejecting this response because:
  These items were in stock when I placed the order on December 13. Amazon is to blame for not being quick enough to take action and start the shipping process, guaranteeing arrival by December 20. Plus, this representatives didn't do anything to successfully resolve the issue. No contact with the fulfillment center, no offer of refund, nothing.  Thanks, but seriously,  you gotta do better, or your corporate office will be hearing about this. Amazon, please admit fault and make this right immediately. 
  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.

  Hello. I just entered in contact with Amazon support about my order coming with the seal partial voided and they send me this outrageous message - They can ask for my ID?:Thank you for contacting us regarding your order 114-2868125-6534608.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.How will you verify my identity?In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:

  Business Response

  Date: 12/20/2023

  Hello,
  
  I'm Prashanth from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for the inconvenience you've experienced with regards to order 114-2868125-6534608.
  
  After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.
  
  All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
  ************************************************************************************
  
  Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.
  
  Thank you for your patience and understanding in this regard.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

  Regards,

  *********

• 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.

  Dear Better Business Bureau,I am writing to seek assistance regarding a dispute with Amazon. I purchased a Mini PC on November 13, 2023, Order number :111-9328740-2821015.On November 17, 2023, I returned a Mini PC worth $226.62 to Amazon due to a malfunctionit ceased to work and could not be powered on after just 10 minutes of initial use. Despite following Amazons return process and successfully sending the product back via **** a month has passed since the return, and I have yet to receive any refund.In my multiple attempts to contact Amazon's customer service to resolve this issue, they alleged anomalies with my account and requested my personal identification. While I understand the necessity of identity verification, I believe my personal information is private and providing such documentation seems unnecessary in this context, especially since I have already returned the product in accordance with their procedures. More importantly, Amazon stated that they will not process my refund request if I fail to provide the requested identification.I find this requirement unfair and a violation of my consumer rights. As a consumer, I expect a prompt and fair refund upon the return of a product that fails to meet expectations. Therefore, I respectfully request your intervention in this matter to assist in obtaining the refund I am entitled to.Thank you for your attention and assistance in this matter.Sincerely,******

  Business Response

  Date: 12/19/2023

  Hello Wei Di,
  
  I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed the complaint and understand your concern regarding the return refund and ID verification.
  
  I apologize for the inconvenience.
  
  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.
  
  Also, 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/investigate and get back to you with a update on refund for the mentioned order.
  
  Unfortunately, we'll not be able to take any action on it without the verification is done by the team.
  
  However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.
  
  If there was any other alternative, we would have surely helped.
  
  I appreciate your understanding in this matter.
  
  Regards,
  
  Arun
  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.

  I purchased Ecovacs Robot Vacuum for ****** on November 22nd, 2023. I requested to return the item on November 30th. I received an email from Amazon stating that they noticed abnormal activity and in order to receive a refund, I need to send a scan of my government ID, and they would share it with a third-party to investigate. They also stated that if I don't send my ID, I will no longer be eligible for a refund for the item and will not be able to investigate this issue further. *** tracking shows Amazon received the item on December 5th. Amazon has the item, my money, and order receipt, yet is demanding confidential information in exchange for reimbursing me. They also will be sharing this sensitive information with a third party. I inquired about the refund to an Amazon associate on December 16th, 2023. The associate confirmed that Amazon received the item back on December 4th, 2023. They stated that the refund was processing and that per their return policy, I would receive a refund two weeks from the refund date. When I asked for clarification on the date, they stated that I would be refunded by December 18th. They did not mention abnormal activity or needing my ID. However, immediately following the call, I received another email from Amazon stating that they need my ID in order to process the refund. I inquired about the refund again on December 19th after still not receiving the credit back to my account. The ********************** associate stated that the refund is still processing and to check back by December 22nd for a refund. This is now past their return policy window per the previous associate. They stated busy holiday season as the reason for the delay. After disconnecting, I received the same email from Amazon stating they want me to scan my government issued ID. I think this is very suspicious and unethical behavior from the company and I don't feel comfortable providing them with this information. They have proof of purchase and the item already.

  Business Response

  Date: 12/21/2023

  Hello *****,
  
  I'm ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. I've provided the BBB with a copy of this message.
  
  I'm sorry to learn about the problem with refund on your order #***-9200467-6471456 and unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.
  
  Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.
  
  For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.
  
  Please rest assured that any information provided by you, is handled according to our Privacy policy.
  
  To review our Privacy Notice, go to "Amazon and Your Personal Information":
  
  ************************************************************************************
  
  Once you submit your information, it can take up to 3 business days for us to finish our investigation.
  
  After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.
  
  We appreciate your patience and understanding.
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards , 
  
  Srilaxmi 
  Amazon.com
  ***********************************

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21027974
  
  I am rejecting this response because:
  

  The privacy policy you shared confirms that Amazon plans to share my ID information with a third-party. You also stated that for certain orders, a government-issued ID is required as proof to investigate and issue a refund, and the previous emails state due to abnormal activity. What is abnormal about this transaction that warrants you requesting an ID. No other retailer ask for government IDs for the return of merchandise unless there is no proof of purchase/receipt provide. In which case, they share that with a third-party to help track the number of refunds without a receipt. However, I've never had an issue with abnormal activity on my account, I've been shopping with Amazon for years with a paid Prime membership, you have proof of purchase, you had the item returned in less than two weeks from purchase, and I've yet to be provided a valid reason for this investigation or abnormal activity. In addition, you apologized for the customer service issue and that the colleague would be coached if necessary, but I spoke to three different associates regarding this issue. No representative actually explained the reason the refund was still processing or mentioned the investigation. So this was not an isolated incident. The associates all simply stated the refund was still processing, but then an automated email requesting this investigation would send out following the call. This leads to the customer journey going in circles for this issue with no resolution. You have the product and proof of purchase. I need my refund credited to my payment method and I do not consent to you having my government ID information without valid reason being provided for investigation. This is unacceptable on how it's being handled by Amazon.

  
  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 several items from Amazon on 12/14/2023. Order Number: 112-1086946-8715436. Tracking number: ********************** **** One item I ordered was a women long sleeve Carhartt shirt color sun bloom. The item name listed on Amazon is Carhartt Women's Loose Fit Heavyweight Long-Sleeve Logo Sleeve Graphic ******** They did not send the correct item. I received a completely different shirt that was a completely different brand. They sent a JMS (just my size) shirt. I paid $31.79 for this item. When I opened the package and seen it was the wrong item I immediately reach out to get this corrected only to be told in order to get a refund I have to send a copy of my government photo ID. I explained that I was not comfortable with that. The only response I got from several customer service reps including managers is that I have to or they will not refund me. I explained that I would be more than happy to send photos of the incorrect item I received to show proof, but they continued to tell me I had to send a photo ID to get a refund. I just want a refund for the item I didnt receive. Im not comfortable send a photo ID especially when I received an email stating that the photo of my ID would be sent to a third party. They are stating that I have to send the photo ID because of unusual activity on my account but I was never notified of this till asking for a refund.

  Business Response

  Date: 12/19/2023

  Hello ******,
  
  I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed the complaint and understand your concern regarding the return refund and ID verification.
  
  I apologize for the inconvenience.
  
  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.
  
  Also, 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/investigate and get back to you with a update on refund for the mentioned order.
  
  Unfortunately, we'll not be able to take any action on it without the verification is done by the team.
  
  However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.
  
  If there was any other alternative, we would have surely helped.
  
  I appreciate your understanding in this matter.
  
  Regards,
  
  Arun
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21027970
  
  I am rejecting this response because: I have sent proof that the wrong item was sent and no where in your terms and conditions does it state that in order to get a refund for your mistake I must provide a copy of my government ID to be sent to a third party to be reviewed. If there was truly unusual activity on my account I would expect that I would have been notified previously not after I place a $600+ order with several items and then requesting a refund for being sent the wrong item. You messed up and now you expect me to put my identity at risk with not just Amazon but with an unnamed third party company. The proof was sent should be enough. I would just like the refund I am due for amazons mistake. I will gladly send back the incorrect stained shirt you sent me. 
  
  Sincerely,
  
  *************************

• 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 ordered three play pens for three small dogs. I paid extra shipping to get them ASAP because I was going to travel. They didnt arrive on time so they gave me credit for the shipping I had paid but after arriving home I saw the delivery and opened the three and realized they were not going to work due to the way that they have to be assembled so I immediately canceled and requested to return them and bought Three different ones still with Amazon. I ********** for two of the ones I returned but the third one is still showing that its pending a refund even though it shows they received it and when I try to call customer service they keep giving me the runaround asking me to send IDs through the email, which I dont feel comfortable with , Im not sure whats going on and why theyre requesting personal information via email on this when theyve never done that before. The customer service with ********************** appears to have changed to some foreign country and Im uncomfortable with what theyre requesting for me to send them via email. Lots of personal information. They already have my **** card on there on file and they already showed they received the product, so why dont they just refund the credit card? Im very concerned this is not legitimate way of doing this.

  Business Response

  Date: 12/19/2023

  Hello *******************************,
  
  I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed the complaint and understand your concern regarding the pending refund for the Order **: *******************.
  
  I apologize for the inconvenience.
  
  I see that the appropriate team has asked to submit the ** for verification.
  
  However, I can make an exception and issue the refund through gift card balance for the remaining amount as there is no direct refund option to the card used.
  
  Please confirm and I'll get this done for you.
  
  Regards,
  
  Arun
  Amazon.com
  *****************************

• 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.

  I am attempting to return two items that were gifts (grandparents sent gifts that won't be enjoyed by grandchild). After spending almost an hour in chat, being transferred twice, I have no resolution. I am being told I need to verify my identity and a link will be sent to me. It's been 45 minutes and still no link. This is ridiculous, I have the order number, I can verify who it was sent to and why we want to return it. I shouldn't have to provide personal information.

  Business Response

  Date: 12/19/2023

  Hello *********,
  
  I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed the complaint and understand your concern regarding the return refund and ID verification.
  
  I apologize for the inconvenience.
  
  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.
  
  Also, 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/investigate and get back to you with a update on refund for the mentioned order.
  
  Unfortunately, we'll not be able to take any action on it without the verification is done by the team.
  
  However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.
  
  If there was any other alternative, we would have surely helped.
  
  I appreciate your understanding in this matter.
  
  Regards,
  
  Arun
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21027871
  
  I am rejecting this response because:

  Amazon has not provided me with any way to show proof of identity. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/21/2023

  Hello *********,
  
  I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I understand your concern.
  
  I would request you to reply to the email where you are asked to submit the ID proof and the appropriate team will get the issue addressed at the earliest possible.
  
  Regards,
  
  Arun
  Amazon.com
  *****************************
  

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21027871
  
  I am rejecting this response because:

  I was told during my chat that as soon as the chat ended I would be sent an email to prove my identity. I have not received any links. Therefore I cannot comply with your request to reply, because I never received an email to begin with. 
  

  If youre going to hold my return hostage, I should at least be provided with the opportunity to prove my identity in a secure manner. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/27/2023

  I havent received a response from Amazon, nor have I received any way to prove my identity. The return window is closing.

  Business Response

  Date: 12/28/2023

  Hello *********,
  
  I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I apologize for the inconvenience.
  
  Usually, once the ID is submitted, the appropriate team will review and assist you further.
  
  However, as there is no update from the team, I can go ahead and refund the amount for the order through the gift card balance in order to resolve this issue right away.
  
  Unfortunately, there is no direct refund option to the card used.
  
  Please confirm and I'll get the refund processed to gift card balance.
  
  Regards,
  
  Arun
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/28/2023

   
  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.
  
  

  a gift credit works for me.

  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/31/2023

  Unfortunately Amazon refunded ONE of the two items back to the original purchaser. 
  

  Therefore I have:

  - no refund whatsoever

  - the original purchaser knows I want a refund, which is embarrassing.

  Business Response

  Date: 01/11/2024

  Hello *********,
  
  I'm Arun from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I apologize.
  
  I see that the refund was processed to the gift card balance like informed in the previous conversations that we have had.
  
  You can view your balance and usage history in Your Account here:
  
  *************************************************
  
  Regards,
  
  Arun
  Amazon.com
  *****************************
  

  Customer Answer

  Date: 01/18/2024

   
  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: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 package was delivered to the first floor apartment after I had written specific instructions on Amazon's website to deliver to the rear upstairs second floor porch. Previous items ordered were delivered following these instructions precisely with no incident. This evening, the items delivered to the first floor apartment were partially missing. The front porch is not only located on the street in plain sight, but the tenants on the first floor have just recently moved in and are not familiar to me at all. My items were delivered to the wrong apartment in spite of my specific instructions to deliver to my apartment which is out of sight and secure.

  Customer Answer

  Date: 12/19/2023

  :

   

  Customer Answer

  Date: 12/19/2023

  I have already submitted a complaint earlier this evening but reviewing it a lot of the information was incorrect the type of complaint was incorrect there was no date listed for the incident so I'd like to file a new complaint to edit these errors. In contacting Amazon when I realized my package was missing I had a picture from the delivery service of the package sitting on the front porch of the wrong apartment the Amazon representative told me that the package could still be in transit and I had to wait a number of days before I could request a refund or replacement because sometimes packages take longer to be delivered than what is originally said however I literally have a picture of the package sitting on the porch after being delivered to the wrong apartment that was taken from the delivery service from Amazon

  Business Response

  Date: 12/19/2023

  Hello Kym,
  
  I'm Srilaxmi  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. It is certainly not what we expect our customers to go through.
  
  I have reviewed the complaint and I could not find an Amazon account associated with email address mentioned in the complaint.
  
  I request you to include email address that is associated with your account and also order ID , item names that are missing, in your response to this email.
  
  We appreciate your patience and understanding.
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards , 
  
  Srilaxmi 
  Amazon.com
  ***********************************
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21027844
  
  I am rejecting this response because: I have an active Amazon prime account going on years now. I replied to the message and submitted the information they requested yet still no response or resolution. This was my 11 year old son's Christmas present and now it's lost and I can't afford to buy another. Please help
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21027844
  
  I am rejecting this response because: I have an active Amazon prime account going on years now. I replied to the message and submitted the information they requested yet still no response or resolution. This was my 11 year old son's Christmas present and now it's lost and I can't afford to buy another. Please help
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/19/2023

  My login email associated with my Amazon account is ********************** I do not have access to that email account any longer because I recently purchased a new phone and have been locked out of that account so I am now using a new email account but that is the email associated with my Amazon account my telephone number is also associated with my account *********** and I included a screenshot of the order number with this message thank you

  Customer Answer

  Date: 12/19/2023

  "More Information...

  Business Response

  Date: 12/21/2023

  Hello Kym,
  
  I'm ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. I've provided the BBB with a copy of this message.
  
  I'm sorry to learn about the problem with delivery of your order #***-5911819-6669841. It is certainly not what we expect our customers to go through.
  
  Thank you for the details.
  
  Upon reviewing the details, I see that our Specialist team requested Incident report for the order.
  
  I would request you to reply on the email sent by the team on Wednesday, December 20, 2023 at 7:16 PM (PST)with subject "A message from ***** at Amazon".
  
  On receiving the details, Team will investigate and get back to you with an update on the order.
  
  We appreciate your patience and understanding.
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards , 
  
  Srilaxmi 
  Amazon.com
  ***********************************