Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,839 total complaints in the last 3 years.
21,959 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: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.
My Amazon account was closed with no further explanation besides my account is linked to another that has breached the conditions of use. I asked what specifically I have done for my account to be closed and I get no response. I would just like to use the amazon website again for shopping. I have heard many people also have an issue like this where their account was closed for no apparent reason.
Business Response
Date: 01/30/2024
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 1/30/2024.

Sincerely,

***
Amazon.com
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 usually return items that I purchase from various online sellers like Amazon and ****** if I don't like them or for other acceptable reasons. In the past, I have been able to return items without any issues or questions. However, this time Amazon is requesting my ID to verify my identity due to some abnormal activity they noticed in my account. I believe that my recent returns may have triggered this request.
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 understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

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.

Thank you for your understanding.

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: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 October 11, 2023, I ordered 9 items online from Amazon.com (Order #***-1588881-6195404). One of the items was the ****TP Holder Toilet Paper Roll Holder". This item did not work, so I requested to return it, and Amazon authorized the return request and provided me a *** return label. I packaged and mailed the item back through *** on October 25, 2023. Tracking information confirms the return was received successfully by Amazon on November 3, 2023 (*** tracking #1Z472E229065331810). I was issued a refund. However, on December 15, 2023, I received an email stating that my return had not been received, and I was charged $14.26 for the item again. I contacted Amazon customer service via chat on December 18, 2023. I spoke with 3 different agents, the third one being a supervisor. They repeatedly sent me an email requesting that I provide them with a government ** in order to process a refund. I asked them for more information regarding why I was being asked for this, and none of the agents were able to provide me any details, other than to state that there was "abnormal activity" on my account. I went through all my orders for the past several months and confirmed to them that all orders and returns were made by me, and my account has not been hacked. They insisted that I still must provide my ** online through their 3rd party service, even though they acknowledged that the tracking information proves they received my return back already. I expressed that I was not comfortable providing my ** to a 3rd party service (due to risk of identity theft, and their refusal to explain how the ** would be used). They told me that if I did not provide my **, I would not receive a refund, and would not be eligible for future returns/refunds. I then Googled it and saw this was something Amazon is now doing with a ton of their customers, not just me! I informed them I would be filing a complaint through the Better Business Bureau as this feels like blackmail and a scam.
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 understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

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.

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

Regards,

*********************** A.
Customer Answer
Date: 12/19/2023

Complaint: 21027248

I am rejecting this response because: The requirement to provide a government ID to a third party service is NOT included in the Amazon return policy or user agreement. Additionally, the return request was already approved by Amazon, and Amazon also accepted the package/item back without an ID. At this point, they are simply withholding my refund, and ultimately blackmailing me for my personal ID. As a user of the ********************** platform, I was never warned that I would be required to provide my personal information to a 3rd party (without any explanation of why it is needed or how that personal information will be used or stored).
Again, this new "policy" is not included anywhere in the Amazon return policy, and thus I am still owed my refund.

Sincerely,

*******************************
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 coffee maker. Order 112-3119371-7356265. The price was ******. I returned it in person to the local Amazon warehouse with a less expensive item, 8.43.I received a refund back to my Amazon account for the less expensive item within 2 hours.I'm being asked to submit my ** in order to get a refund on the more expensive item. I called to get clarification as to why they need the ** and I was unsuccessful.I am not going to submit my **. I want my refund.
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 understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

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.

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

Regards,

*********************** A.

Customer Answer
Date: 12/19/2023
On 12/29/23 at 1050am, I went to the Amazon location in ********** in person and spoke with ******. I gave her the order number, showed her my drivers license. ********************** now has the information it needs to verify that it was me who returned the merchandise. The money should be refunded now.
Customer Answer
Date: 12/19/2023

Complaint: 21027223

I am rejecting this response because:
On 12/29/23 at 1050am, I went to the Amazon location in ********** in person and spoke with ******. This is the same location to which I returned the merchandise. I gave her the order number, showed her my drivers license. ********************** now has the information it needs to verify that it was me who returned the merchandise. The money should be refunded now or the product returned to me.

Sincerely,

*********************
Business Response
Date: 12/21/2023
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 understand you went to the same location from where you returned the item and showed them your driver license to verify your return.

As mentioned earlier, our specialist team needs to verify your identity before we can consider your request for a refund.

Please submit your ID from link sent to your email address on December 18, 2023. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

Thank you for your understanding.

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

Regards,

*********************** A.

Customer Answer
Date: 12/21/2023

Complaint: 21027223

I am rejecting this response because:
I presented my ID to Amazon in person and they now have the information they requested to process the refund.
As a measure a good faith, I will wait additional 24 hours to receive acknowledgment that the refund has been processed.
If acknowledgment of a pending refund is not received by Friday, December 21st at 12 noon Pacific Time, I will initiate legal proceedings to recover the amount and will file a complaint with the appropriate state and federal government agencies.
Sincerely,

*********************
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.
Hello, I requested to return an item I purchased on Amazon. *** Picked it up on Oct 17. However, I have still not recieved the refund. When I contact Amazon, they admitted that they can see that the item was picked up and received, but to submit the return, they need a valid state issued ID. I am reluctant to share information with such a company. They have a legal obligation to refund an item they admit was indeed returned and received by them. This is my order number ORDER # ***-3952799-3777869 Here is the item name: CYBEX Beezy 2 Compact and Lightweight Travel Stroller - Compatible with CYBEX Car Seats , Beach Blue Attached please see the records of the *** Pickup
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 reviewed the complaint and understand your concern regarding the refund for item that you've returned.

I've checked and see that our specialist team needs to verify your identity before we can consider your request for a refund.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders.Please submit your ID from link sent to your email address on December 18, 2023. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

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":

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

Thank you for your understanding.

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

Regards,
*********************** A.

Customer Answer
Date: 12/19/2023

Complaint: 21027212

I am rejecting this response because:

There is no reason to request my personal information when you can track and see that this return was received by amazon. Be fair and refund when you owe it to customers

Sincerely,

***********************
Initial Complaint
Date:12/18/2023
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 bought Order# ***-4982408-7935445 LINLIJIA Car Safety Seat Belt Strap Cushion Car Seat Belt Pad Universal Shoulder Pad for Adults Kids Seatbelt Protector Cover Pad Soft Car Belt Cover Sold by: chuichuagf $3.99 i asked 2 different agents to send message to seller, both transferred me, then get another agent who sends auto replies that has nothing to do with what i asked., As i had stated in my introduction i am not asking for refund or replacement. as i have already been refunded. i am asking for when the order will arrive as it states in tracking its shipped and on the way as of dec 2 no other tracking info. So All i asked is for to ask seller for update information as the information is being provided on amazon by seller.
Business Response
Date: 12/28/2023
Hello *******,

I'm Sandhya 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 understand you've not received your order and need an update on the status of your order.

I've checked and see that seller was unable to deliver your order, hence they have refunded $4.27 to your gift card balance account.

You can view your balance and activity here:

*************************************************
If you still need the item, please place a new order for it. Here's the link of the item:

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

Regards,

*********************** A.

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.

Sincerely,

*****************************
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 12/18/23 my son had his adult account linked to my account i just activated his account a few weeks ago. he received a used and dirty item (keychain) from order 114-0480670-5122634 and asked to return. it said no options available chat now and they wanted his id??!! ** no! thats a privacy issue and i refuse to let him send that and will be taking this up with my local DA. i have never had an issue except for things being late (refunded and told to keep the item) or missing pieces in furniture. (i sent back 3 but *** came with 5 labels?) but my son returned 1 thing in 2 weeks and he is asked for his id? no.
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: 21027186

I am rejecting this response because: i had replied to the email with the following:
no i will not yet my son upload his give id to a third party just to get $10 back. we have never had an issue and now this happens? absolutely not. we are sending the keychain back and i want it refunded or i will dispute the charge. this seems like a new thing and its an invasion of his privacy. he has already uploaded it once to prove its his account. how many more times do you n need him too??

Sincerely,

*********************
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 bought an iPhone 12 Pro *** from Amazon on November 12th 2023. The phone didnt work properly so I returned it following amazons instructions. They received the returned phone on November 29th. Amazon stated I would receive a full refund within 10 days from the date they received it. That would be nov 9th. On the 9th they changed it to the 15th. On the 15th they changed it to the 18th. On the 18th they changed it to the 23rd. When I called today (Dec 18) they told me Dec 31st. Amazon customer service says they cant do anything and wont transfer you to anyone else.
Business Response
Date: 12/19/2023
Hello Raven,

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 the refund on your returned item. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorization was created on November 23, 2023 and returned on November 24, 2023

Once an item is returned, it can take up to 30 days to process the return and issue a refund.

Although the return tracking shows delivered, the ************** has to complete the return processing before the refund is initiated.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation.

If you don't hear from our ************** within 30 days from the time of return, please contact us through chat or call so we can find out what happened and help you further.

More details can be viewed on this link:

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

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: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 November 17, 2023, **** ordered a Palestine flag (Order number: 702-6586585-6413823) from seller XHIPRY,1. On November 18, a package containing was delivered. To Nours horror, she opened the package to discover that instead of the flag, the package contained a ********* depicted a severed hand with stitches.We ask Amazon to conduct an urgent and thorough investigation against this violent incident. At the same time, we seek to understand the remedies and recourse that Amazon can offer in light of these events.
Business Response
Date: 12/20/2023
Hello Nour,

I'm Sandhya 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 you received an item that is different from what you ordered.

I've forwarded the details you sent us to our Investigations team. We investigate each report received and take appropriate action. However, we won't be able to release the outcome of the investigation

In this case, I've requested a refund of CDN$ ***** to your original payment method. This will go through within the next 3-5 business days and will appear as a credit on your billing statement.

I hope you'll consider this an isolated incident and give us another chance in the future.

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: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 has scammed me and literally ruined Christmas. They have a FSA store where all items are fsa aproved. So with the end of the year coming and still having money on my fsa card I ordered ****** worth of health items. Amazon rejected my fsa card and used my Amazon prime card without my knowledge. I got the bill in the mail. I would have never ever ordered that much if it did not state it was fsa aproved and would never approve using any other card for that stuff. They did not notify me but said that I had prime card as default. I did not check any boxes that said that. They will not refund or let me return the items because of what the items are. I do not have the money to pay. What a sneaking misleading practice for such a big company. All items said FSA aproved. We need help
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 apologize for the inconvenience that you've experienced in this case.

I understand your concern about the charge on your back up payment method.

I've checked and see that your payment method was declined due to which we've charged your backup payment method to proceed with this order. Unfortunately, we're unable to change the payment method of this order to your FSA card.

Backup payment methods help us avoid payment delays. You can manage your backup payment methods through Your Payments in Your Account. If there's a problem with your payment, we'll automatically charge a backup card from Your Payments for eligible products and services.

Also, I see that items in this order are non returnable items due to which are unable to accept the return of the items for refund.

You'll find more information about managing Your Backup Payment Methods on our Help pages:

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

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

Regards,

*********************** A.
Customer Answer
Date: 12/30/2023
We went on Amazon specifically looking for FSA approved items so we could use our FSA card for the funds that were on our account. We ordered ONLY FSA approved items. There should have been no need to use an alternative payment. We did not plan on spending ****** dollars from our checking account , especially at Christmas. This has set us back. They advertised all the items we bought as FSA approved. They are even in on Amazon FSA store, where ALL items have marked FSA approved. Please help us. Thankyou
Customer Answer
Date: 01/01/2024
FSA approved Store. Clearly states
Customer Answer
Date: 01/01/2024
No alternative payment was nesacary if want you. ****** have stated is true. Clearly states USE YOUR FSA CARD. And we did, you can not just use another type of payment after advertising to use FSA. It doesnt say use your amazon store card it says Use Your FSA card

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