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

58,190 total complaints in the last 3 years.
21,744 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:12/18/2023
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 followed directions to send back an item and was charged 213$. I also never was refunded my 450$ for the returned purchase. The seller claims I sent it to a different seller. But I followed there return label.
Business Response
Date: 12/19/2023
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.

Im sorry to learn about the problem with your return and refund. It is certainly not what we expect our customers to go through.

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

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

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

Business Response
Date: 12/24/2023
Hello,
We have reviewed return tracking information provided by customer and we are unable to ***** the claim as order was not returned to address provided by seller.
Return tracking information shows that item was returned to "**********, ** **" while seller provided a different return address.

Sincerely,
A to Z Guarantee Team
Customer Answer
Date: 12/26/2023

Complaint: 21026962

I am rejecting this response because:

Sincerely,

*******************************
where would I get this return address unless it was on my order. This is not resolving the issue. If you know where the item is, then why arent someone contacting them to send it back?
Customer Answer
Date: 12/27/2023
I just left *** on ************ in *********** and they admitted to sending the package to the wrong person. The manager wont be there until tomorrow 12-28-2023
Customer Answer
Date: 12/28/2023
Ups receipt
the packages were delivered to judi
according to these receipts
Initial Complaint
Date:12/18/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 15, 2023, I placed and order(ORDER # ***-6954420-4726625) for the xZIHNIC Bluetooth Headphones Over-Ear, Foldable Wireless and Wired Stereo Headset Micro SD/TF, FM for Cell Phone,PC,Soft Earmuffs &Light Weight for Prolonged Wearing(Rose Gold). The order was -$33.48 with same day shipping. In the order directions, I specifically asked for the order to be placed in the Amazon lockers which are located on my Apartment complex property.When I tracked the order (Tracking ID: **************** , I noticed that the tracking has a photo which appeared that the item was left outside which is against my deliver instructions. The photo did not show which building my package was left, which was a cause for concern considering that there are 16 buildings that look exactly the same on this property.When I looked outside of my building door, there was no package in sight. I also walked to the 16 other buildings on why apartment complex's property, and there was no package in sight. I also checked with management to see if a neighbor had found my package. They stated that no one returned anything to them.I am requesting my full refund and Amazon has given me nothing short of trouble. I even completed the incident report twice. The driver should have followed my instructions and not left my package somewhere .
Business Response
Date: 12/19/2023
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.

Firstly, please accept my sincere apologies for any inconvenience caused by this situation.

I understand you've not received your order.

We're aware that our choice of delivery services reflects on our business as a whole, and we appreciate your feedback. I've forwarded your feedback to our shipping department--I know they'll want to hear about your experience. Your comments and suggestions will help us improve our store and offer better service to our customers.

I've checked your order and see that we've issued a refund of $33.48 to your gift card balance account on December 18, 2023.

You can view your balance and usage history in Your Account here:

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

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

Regards,

*********************** A.
Initial Complaint
Date:12/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Amazon Customer Service,I hope this message finds you well. I received notification that my Amazon.com account *********************** has been closed due to alleged unauthorized access. Upon contacting your customer service team, I was informed that the reason for marking my account as fraudulent was due to a few pending transactions associated with my Amazon Store Credit Card ending **** that did not go through. I realize now that this card, which I applied for during Black Friday, was set as my default payment method for some reason. However, I have a significant credit line available on my Chase card ending in ****, which I've used frequently with Amazon in the past. My understanding was that Amazon would automatically switch to charge to another card on my profile if there is no enough credit on the original card, so I didn't pay much attention to this. I want to assure you that there has been no unauthorized behavior on my account. In fact, I have been monitoring my account on daily basis, because some of orders I placed during black Friday still remained unshipped and I was keeping track of those orders, hoping I will receive them in time. I'm extremely concerned about this situation as I have pending orders that I was eagerly looking forward to receiving before Christmas.To expedite the resolution and fix my account, I have taken the liberty of attaching photos of both my Store Credit Card and my Chase Credit Card. I have masked the *** for security purposes. Additionally, I've included my billing statement from my Chase card for your reference.Your assistance in rectifying this situation would be immensely appreciated.Kindly contact me at ********************* or ************ for any further information or clarification needed from my end. I am eagerly looking forward to your swift resolution of this issue. Hope I can help prove that me is myself ASAP!Best Regards,***************
Business Response
Date: 12/31/2023
Hello ***************,

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 to about the problem with your account. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and account details , I see that your account is reinstated and an email confirmation is sent to you on Saturday, December 23, 2023 with subject "Your Amazon.com account has been reinstated".

We apologize for the inconvenience this situation has caused you.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
*****************************************;
Initial Complaint
Date:12/18/2023
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.
In Feb 2023, I placed an order and then returned all items the same month. After the returned items were delivered, I didn't receive the refund so I contacted the seller. The seller told me they would inspect the returned item and then issue the refund. Later sometimes, I received the refund, which indicates that the seller had already inspected the items I returned.On Oct 31, 2023, after around 8 months, my Chase Prime **** card was charged an amount of $628.99. I didn't recognize this amount and never authorized any transaction for this amount. So I contacted ***** and filed a fraudulent claim.During the time ***** investigated this issue, I also contacted Amazon customer ******************** a lot of times via chat and call. On Nov 2, 2023, one of the representatives in the chat told me that transaction was due to the seller dispute and seller said I didn't return the original item. I was shocked by this ridiculous statement and told the representative that I returned all the original items and the seller has already inspected and issued the refund. Then, this representative told me someone would call me regarding this issue. I received the call from Amazon and re-explained the whole issue, and the representative on the call noted that this was a seller dispute since the returned item was damaged (I have no idea why the representatives gave me different reasons). I restated that I had returned all the original items, I didn't damage anything, and seller had conducted inspection and issued the refund. Also, it has been over 8 months since I returned the items. It doesn't make any sense that the seller can dispute this after such a long time with a ridiculous reason. This representative then told me that Amazon will investigate and send me a follow-up email within 48 hours.However, I didn't receive any follow-up email within the committed 48 hours. On Nov 6, 2023, I received an email from **************************** regarding this issue. However, in this email, the Account Specialist team noted that the seller did not receive the original item so I was charged for $888.75. I have no idea why the reason again switched back to the first reason I was told, and why the amount referred in the email is different from what I reported. In addition, I believe that the Account Specialist team never investigated the whole situation as I mentioned several times in the chat and call that I had returned everything, the seller inspected everything, and it has been over 8 months after I returned. I replied the email and reexplained the entire situation again. Then, I didn't receive any response.I then contacted Amazon customer ******************** via chat a lot of times after I sent the response. Finally, one of the representatives told me that I need to contacted Amazon ****** since this seller's account is in Amazon ******. So I contacted Amazon ****** customer ******************** via chat and the representatives said Amazon would issue the refund. I saw a reversed transaction on my Chase account so I thought ********************** refunded me, and this case was closed. However, until today I just realized that it was not never closed, and Amazon never refunded me. On Nov 18, 2023, I received another email from chargeback-****************************** saying that my Amazon account was put on hold because of the dispute I filed with the card issuer. I replied the email, explained the situation again (with the incorrect thought that Amazon already refunded me), and asked for the release of my account. Then I got the response from another email address cb-***************************** saying that they're investigating and asked me to contact card issuer to close the dispute if needed.Until Dec 8, 2023, my Amazon account was still on hold. So I contacted ***** and I was told some surprising news. First, Amazon never refunded me; the reversed credit I saw in my bank account was initiated by *****, not Amazon. Second, until now, Amazon hasn't provided any documentation to Chase regarding the dispute, even though I had previously reached out to Amazon thousands of times and provided the entire situation I investigated myself; so there's literally no update on this dispute. Third, after I explained the situation to *****, the staff there noted that this is a dispute with seller instead of fraud activity, so they would remove the fraudulent tag on this transaction; also, they would remove the credit they initiated so this amount of $628.99 would be posted to my account and I had to pay for it or contact Amazon to refund. I sent an email again to cb-***************************** and account-****************************** today and called Amazon customer ******************** and accounts team again. They said I can only contact amazon Account Specialist team via email.Today (Dec 18, 2023), my bank sent me the letter saying that they'll rebill me for this amount.
Customer Answer
Date: 12/20/2023
I contacted Amazon again on Dec 18, 2023 and after a lot of rounds of transfer, one of the associates finally helped escalate and submitted a case with the number A1H82KL865H3ZT and she told me the follow up would be within 7 days maximum.
I also contacted seller on Amazon on Dec 20 and the seller said their system is refreshed every 60 days and they dont have any records now. The seller also said the return was handled by their return department; the return department provided pictures and notified Amazon and its Amazons decision to charge me the restocking fee. However, they cant provide any records because this is an order over 6 months old.
I also spent another meaningless one hour with Amazon customer ******************** and the only solution the associate provided was to wait for Amazons Account Specialist team to investigate. However, I replied to the Account Specialist teams 11/18 email and followed up several times but didnt get any responses since then. And my bank already closed the dispute; I have no idea what the Account Specialist team is doing.

Again, I returned the original items directly after I opened the package and checked. The seller said they would inspected first and then issued the refund. If they issued the refund at first, they did the inspection. I dont recognize any damages the seller reported after they issued the refund. I also dont accept any recharge after 8 months of the initial purchase and return.
Business Response
Date: 01/03/2024
Hello,
We received your email about order 111-8595483-2400268. We have researched this matter and confirmed that the dispute in question has been resolved between Amazon.com and the customer's card issuer. Therefore, we will not be able to reimburse the customer. Please contact the card issuer for more information about reimbursement for this purchase.
In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon Marketplace purchases before contacting your card issuer.
We sent a confirmation to the customer's registered email address on **********.
Sincerely,
********
Amazon.com
==============

Customer Answer
Date: 01/03/2024

Complaint: 21026886

I am rejecting this response because:
1. The Account Specialist team didnt provided me any updates or any investigation details. This response was a template response, a direct copy paste response. Ive received two exactly same response from Amazon. The Account Specialist didnt provide any relevant details. Im not sure why it is so hard for your team to provide some details, for example, what is this charge; whether this has been refunded; what is the resolution between the bank. How would I reach out to my bank without any details or reference?
2. After thousands of conversations with customer ******************** team, some associates finally told me this chargeback has been cancelled and provided me the confirmation email as well as refund id, etc. But i havent received the refund. I dont understand why Account Specialist cant provide these details directly or provide the updates to facilitate the conversation but kept using the template responses. The customer service team at least provided the date or details.
3. I didnt get any refund so Ive contacted my bank. The bank said they didnt get any refund or any instructions from Amazon. When I reached back to Account Specialist, I was still provided with this template response. What is the Account Specialist team job? Only copy pasting the response?
4. The customer ******************** team helped me opened a ticket today Jan 3, **** to track for my refund as my bank never get the instruction. Please provide the updates on the refund.

Sincerely,

***********************
Customer Answer
Date: 01/05/2024
Hi, Im not sure why BBB close this matter as the Company didnt address any issue in my complaint. The answer they sent is simply a copy paste template. Ive got the exact same answer several times. They didnt address anything. Please reopen this or Ill refill a claim
Initial Complaint
Date:12/18/2023
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 November 14, 2023 I placed the **************************** at Amazon for some items (wire padlocks), the purchase was done using my Amazon Credit Card. After the purchase was made I was informed that the items were not the ones I wanted so I was told to return them and place a new order for the correct ones. I placed the correct items on November 16, 2023 and started the return of the wrong padlocks.Time passed and I checked my credit card to see if the funds were put back on my credit card and nothing showed. After a while I started to worry and called Amazon customer service to see what happened to my refund.To my surprise the customer service representative informed me that my refund was already processed as a Gift Card and not as a Credit Card credit, the original form of payment.So I informed the customer service representative that I wanted the refund on my credit card since it was the original form of payment and that I had to pay the credit card.Then I was informed that it was not possible since I unknowingly had placed two purchases on the Gift Card, since now, that balance was used as a primary means of payment on my account, all of this without my consent.I informed the customer service representative that I wanted the money back into my credit card, and was told that the only way to do that was to return the two purchases and get the funds back into the Gift Card to return to the original refund amount of $378.88.I proceeded to make the returns and finally on December 17, 2023 the last purchase amount was back on the Gift Card.I then called Amazon on Monday 18, 2023 to inform them that I wanted the amount of the Gift Card back on my Credit Card. And was informed that it was not possible since it was used. I asked to talk to a manager and the manager, *******, again informed me that, even though she understood the problem she could not put the funds back into my credit card. I let her know that did not solve the problem at all.
Business Response
Date: 12/19/2023
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 your order and see that we've issued a refund of $378.88 to your gift card balance. Also, I see you've used partial amount from your gift card balance to place another order on your account. As partial amount has been already used, we're unable to refund it to your card.

You can view your balance and usage history in Your Account here:

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

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

Regards,

*********************** A.
Customer Answer
Date: 12/27/2023
Complaint ID: ********
This issue has not been resolved. Amazon contacted me through *********************** A. just to inform me that they cannot refund the funds to my Credit Card, which is unacceptable.
I purchased the items using my credit card and they issue the refund as a Gift Card which I did not authorize nor asked for. And then they changed my primary payment method from my credit card to the Gift Card, so I did not realize that I was using the Gift Card with my other orders. When I complained about the funds returned to my account at first they told me that they needed the Gift Card funds complete, so I returned the items purchased using the Gift Card, when the funds were finally back in the Gift Card, they told me it was not possible to return them to my Credit Card since they had been used.
Amazon clearly wants to force me to use my funds to make purchases with them, this is unacceptable. I have to pay twice for something I returned and that I no longer have.
I need the funds back into my Credit Card, I do not want a Gift Card.
Initial Complaint
Date:12/18/2023
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.
Hello BBB Investigators.Working with Amazon is like talking to a brick wall. *** explained very clearly to multiple departments that I cannot provide an invoice for ISBN **********. I have had ONE customer complaint about a book. This book specifically. Out of thousands of listings and years of selling, Amazon has picked this one unhappy buyer as the hill they are willing to make a stand on. They are now preventing me from selling any books at all. Does my track record mean nothing?I sell USED books. Those books are purchased from Goodwill. This is an extremely common source of inventory for used booksellers. Ive provided my receipts and proof of payment to prove I did make these purchases. The Problem: Goodwill doesnt provide itemized invoices. Therefore, ISBN ********** is not on the receipt. Surely Amazon knows this but still ignores my pleas with a demand for this specific book. I pride myself on my extensive authentication and grading process. I even provided a copy of my SOP so Amazon will KNOW I have done everything an individual can do to prevent selling a counterfeit used book. In all seriousness, who would deliberately sell a fake used book? This order only profited me $2.00. That would be a lot of effort for very little return.Can you help me?
Business Response
Date: 12/21/2023
Hello,
We have reviewed your appeal and we sent an email to your seller account with resolution on 12/21/2023.
Sincerely,

********************* and Prevention (EMP)
Trustworthy Shopping Experience
Initial Complaint
Date:12/18/2023
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 an Insta 360X3 (ORDER # ***-1757338-5086639), and made a return on 11/20/23. So basically amazon had the item since 11/20/23 for almost a month without refund. Now Amazon demand my ID for refund due to abnormal acitivity. what is abnormal activity? Amazon should immediately suspend my account if there is abnormal activity, instead i can still make orders through amazon account. According to amazon own website, the returned item may be lost (see attachment) so amazon, stop asking my ID for refund because you should NEVER asking ID for any refund!!!!!! It's illegal. I will report this to Washington state atterny general office for this matter!!!
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 112-1757338-5086639.

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,
*********
Customer Answer
Date: 12/20/2023

Complaint: 21026733

I am rejecting this response because:

Sincerely,

***************
Initial Complaint
Date:12/18/2023
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 date Oct 7, 2023 Order number 113-4468803-4419460 I purchased this item and later decided to return it. I followed Amazons instructions and they received the item. They have since charged me back for the item pending identity verification. They are asking me to scan them an image of my government identification before they will release my funds that they are retaining hostage. This is unbelievable by their part. They already have the item and everything was done to procedure. They want to collect more personal information than I want to give them and it was never part of the original transaction. I refuse to give them my data so that they can sell it or track me even more than they already do. I would like help in getting my funds released and relieving myself of their unethical practice.
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 113-4468803-4419460.

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:12/18/2023
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 purchased a $40 pack of ********* gift cards from Amazon for the holidays. There were 4 cards valued at $10ea that were meant to be separated within the pack. To my surprise the gift cards sent were made out of paper. The 4 cards were stuck together with glue. Upon separation of the gift cards all of the bar codes and serial numbers on the back tore off. The cards are not usable. I contacted Amazon about this. They can see the cards have not been used. I supplied them with all the necessary documentation as well as photos. Now they refuse to issue a refund unless I upload and send them government issued ids. They are saying that there is suspicious return activity on my account which doesnt make sense as I have very few returns processed on my account. I do not feel comfortable sending such private documents to them via email. I dont know where I am sending them. I asked if there was somewhere in person that I could visit and they hung up on me. Is there a way to have my money refunded without sending my private documents to them? Thank you, ***
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 114-4744639-0530651.

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

Complaint: 21026639

I am rejecting this response because: I dont feel as though I should have to send my government issued documents via internet to an unknown place in order to receive a refund on a defective product they sold me. They state that there is unusual return activity on my account which is not true which makes me suspect as to where I am sending my private documents.
thank you, *******

Sincerely,

***********************
Initial Complaint
Date:12/18/2023
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.
12-15-23 was putting in an order on Amazon. I go to the checkout and the discounts and courtesy credit did not add up correctly. I called spoke to an agent ***** that day who was going to document it all and escalate it so Id get a response back from amazon by Monday today that did not happen and I would my order before Christmas. That is now not going to happen. Spoke to agent **** in business who could not see any discounts so then why did it show in my cart even after I deleted and resubmitted them, I also spoke to a Supervisor **** on Monday 12-18-23 who told me I needed to order separately, which was not being supportive at all and will cost more, She could not open the screenshots and none of them had a clue or knew what I was talking about. I had asked the agent on Friday if there was a case number she said no so this whole thing has been handled so unprofessionally. I did what they asked by taking screenshots, redoing two items in my cart, I explained the charges not adding up, I told them the discounts were still showing up and I was not getting credit for my courtesy discount of ***** therefore I was not going to submit an order that was not accurate. The agent ********** spoke to this am even said he did not see any discount or the ****************************** the cart. Even after I re submitted the items. I sent screenshots to the supervisor and she could not open them. I am so disappointed with Amazon's lack of communication, creation of confusion, and lack of support after being a long time customer. I now have to wait till this is solved have my order not coming before Christmas because of a lack of communication and follow through on Amazons part . Amazon needs to get a better way of receiving these screenshots, supporting customers with issues and monitoring their discounts and prices. See 4 attached screenshots showing various stages of the order. Thank you
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 placing order with the credits available on your account.

Thank you for sharing the snapshots.

Upon review, we see there are multiple items added in cart and the courtesy credit is applied only with specific sold and shipped by Amazon items. When placing multiple items together the credit available in your account shall be applied based on the items added to the cart and the reminder courtesy credit balance shall be applied with your next orders.

That is the reason it was advised to place the order separately, so that you can use the courtesy credit balance available on your account. I do understand placing the order separately will attract shipping charges. I've shared your inputs with regards to credit usage with concerned team for further improvements.

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,
*********
Customer Answer
Date: 12/20/2023

Complaint: 21026632

I am rejecting this response because: it has not solved anything nor were most of my clear examples addressed at most levels only what you wanted to touch on. Which left out a lot and created an uncomfortable atmosphere for me in dealing with Amazon orders. This response does not offer satisfactory addressing or resolution at any levels just excuses and avoidance of what happened. Your response or lack of addressing the issues and only fragments of them was not one a positive or satisfactory representation of this people business. First I know there were 5 items in my cart and my complaint only referred to the two items that were clearly shown by my screenshots at various stages. This ordeal has been VERY deceptive and confusing. Suggesting ordering separately in no way solves the price discrepancies an ordering separately was a patronizing not even practical solution it was insulting at best because it would cost me more in the long run due to Amazon's pricing/shipping therefore not an option nor is it worth it. This order was very deceptive and confusing and VERY misleading. This is an issue Amazon created with its confusing discounts and therefore needs to not offer discounts such as this. Amazons customer service agents do not have a clear understanding of how to assist customers with issues like this created by the business they work for nor are they very helpful. The few CS agents I spoke to could not seem to understand or grasp the concept of what I needed help with and when I checked back no one knew what I was talking about so I had to repeat the same information several more times and at the least this was a most distressing experience and so unnecessary. In addition, the courtesy credit did not show up properly stated in my final check out phase.. Telling me I can get credit for discounted items after they are shipped to me was just an insulting.
**************
Customer Answer
Date: 12/28/2023
Amazon's response and lack of addressing the issues and only addressing fragments of them was not helpful in resolving the issues at all. I still am seeing the same issues on their website even after changing my orders around. Amazon's way of doing business is confusing with its discounts as items are not clear nor do the prices add ** in the various stages of the carts check out. Amazons customer service agents could use better training in how to assist customers with issues like this. The ** agents I spoke to could not seem to understand or grasp the concept of what I needed help with and neither did the response agent to the concern filed. I hope this does not happen to others. Thank you BBB for trying to do your job.

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