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

58,725 total complaints in the last 3 years.
22,109 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:12/16/2023
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 is denying my return and refund unless I provide them with my physical identification. It's completely outrageous for this company to ask me to give them something as personal as my driver's license. I asked for a replacement as the item was damaged. And all they would offer was a refund. But when I explained to them that the item now cost significantly more, and that's why I wanted a replacement, that's when they started sending me harassing emails about asking for my personal identification. And I've received three of these now.
Business Response
Date: 12/20/2023
Hello ****,

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

I am so sorry to hear of the issue you have shared with us regarding the damaged item Kivik Cooling Comforter King for Hot Sleepers, Summer **** Alternative Duvet Breathable Blanket.

A careful review of your account reflects that the correct information has already been provided.

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

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Initial Complaint
Date:12/16/2023
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.
There were some issues (blackspots) with a 4K projector I bought from Amazon on Nov 3, 2023.I returned the projector on Dec 11th following Amazon extended holiday return guideline.The returned package was confirmed by *********** as delivered to amazon facility on Dec 11th.I reached out to their customer service via phone call and chat.They told me I have to wait until after 30 days to get my money back when their return tracking system stated that my refund would be issued by Dec 22nd.The discrepancy between what I was told by Amazon customer service and their system made me think that Amazon is intentionally holding customer's refund while having possession of customer's ****************************** ORDER # ***-9570556-9710605.Please help!
Business Response
Date: 12/19/2023
Hello *********************,

I'm Meraj 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.

Weve received the item below and have issued your refund. Thank you for sending the item back. Your return is now complete.

Refund total: CDN$ 223.99

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/19/2023

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:12/16/2023
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 a candle holder set that stated, in the description, that 2 LED candles came with it. When I received the item, the holders came but no candles. I really like the holders and told Amazon that I did not want to return the item or even a full refund. I asked for a partial refund because the candles had not been included or even just Amazon credits added to my account so I can purchase the candles. They did not offer me any resolution. They said they cant replace the item, I would have to return it. Then they stated in order for me to return it I have to share extremely personal information with them. I kept saying I like the item and I am not trying to get a full return. I even asked if they can send just the candles. I just wanted some small resolution to have the complete set that I ordered. I then received about **** emails from Amazon stating that I must submit my ID to them. Then I received another email saying that I submitted my ID and it is under review. I did no such thing. This is so frustrating, and I do not get why I have to submit extremely personal information to them.
Business Response
Date: 12/20/2023
Hello ********,

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

I am so sorry to hear of the issue you have shared with us that the parts were missing in your order for candle holder set.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.

Regards,
Pratap
Customer Answer
Date: 12/31/2023
What does Consumer failed to provide necessary clarification mean?
Customer Answer
Date: 12/31/2023
What does Consumer failed to provide necessary clarification mean?
Customer Answer
Date: 12/31/2023
The business requested the Order ID and I provided it to them. Why was this complaint closed?
Business Response
Date: 01/11/2024
Hello ********,

I'm Sahitya 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 caused with the product Shelving Solution Wall Sconce Candle Holder.

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund.

We may also request additional information before granting your request. Amazon takes all security-related matters very seriously and your account security is our top priority.

Please be assured we have policies and security measures in place to ensure that your personal information remains secure.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 01/11/2024

Complaint: 21015416

I am rejecting this response because: I should not have to provide my ID to a store. I have a right to privacy and am in no way being asked to identify myself by a law enforcement officer.
Amazon fails to explain what the unusual activity is. I am the main account holder.

Sincerely,

*****************************
Initial Complaint
Date:12/16/2023
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.
Mailed an item back to Amazon weeks ago and havent received a refund even though amazon received them item. Attempted to get a refund from customer service rep and they are making me share my id card mandatory to get my money back
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.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/20/2023

Complaint: 21015395

I am rejecting this response because:
I should not need to provide my government issued ID for a purchase (with proof) that was made and returned and received by amazon.
Sincerely,

***********************
Initial Complaint
Date:12/16/2023
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 # Order Placed: November 26, 2023 Amazon.com order number: 114-3173091-1492239 Order Total: $420.37 Shipped on November 29, 2023 Items OrderedPrice 1 of: Breville Combi Wave 3-in-1 Microwave, Air Fryer, and Toaster Oven, Brushed Stainless Steel, BMO870BSS1BUC1 Sold by: Amazon.com Services LLC Supplied by: Other Condition: Used - Like New Screen is like new with no visible scratches. Item will come in original packaging.$388.33 Shipping Address:************************* ***************************************************************************************************** Shipping Speed:Standard Shipping Payment information Item(s) Subtotal:$388.33 ************************* -----Total before tax:$388.33 Estimated tax to be collected:$32.04 -----Grand Total:$420.37 Payment Method:**** ending in **** Billing address ************************* **************************************************************************************************** Credit Card transactions **** ending in ****: November 29, 2023:$420.37 hip Carrier:UPS Tracking Number:1Z9758VX9046644395 Status:Package delivered.Return Authorization DqBwpWdPRRMA Destination:*******, **, ** Estimated Arrival:Dec 13, 2023 Track your package Date Time Location Event Details Dec 13, 2023 02:13 PM ******** ** ** Package delivered.Dec 12, 2023 08:41 PM ---Package left the carrier facility.Dec 12, 2023 06:41 PM ******** ** ** Package left the carrier facility.Dec 12, 2023 01:34 PM ******** ** ** Package arrived at a carrier facility.Dec 12, 2023 01:31 PM ---Package left the carrier facility.Dec 12, 2023 11:36 AM ******** ** ** Package arrived at a carrier facility.Dec 12, 2023 03:22 AM ******* ** ** Package left the carrier facility.Dec 11, 2023 02:00 PM ******* ** ** Package arrived at a carrier facility.Dec 11, 2023 05:31 AM ******* ** ** Package arrived at a carrier facility.Dec 9, 2023 01:59 PM ******* ** ** Carrier received the package.Dec 9, 2023 01:59 PM ******* ** ** Carrier received the package.Dec 9, 2023 08:25 AM ******* ** ** Carrier received the package.Dec 4, 2023 03:37 PM ---In transit to pickup location Dec 4, 2023 09:20 PM ---Return request is creat
Business Response
Date: 12/19/2023
Hello,

Thank you for contacting us regarding your order #XXXX2239.

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:
*************************************************************

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":
************************************************************************************

What happens when I submit my ID document?
We will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

What happens if I do not submit my ID document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order #XXXX2239. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

Regards,

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

Customer Answer
Date: 12/19/2023

Complaint: 21015391

I am rejecting this response because:

Sincerely,

*************************
I have returned the item I did not ask to have my refund credited to a different payment method they want to keep the item and my money that is theft
Initial Complaint
Date:12/16/2023
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.
11/24/2023 I ordered a Horizon Fitness treadmill that cost $1599 plus taxes. It was supposed to be delivered the first week in December but the delivery company called me the day of after I took off because I had to sign for the package and told me they couldn't deliver it and needed to reschedule. I couldnt take off work again so my son took his time the following week to sit and wait for the package. They brought a treadmill but it was not even the right company. The one they brought was a $699 Nordictrack. I called Amazon and was repeatedly told to call again because they said they had issues pulling up my account. I spent 3 hours on the phone to finally be told that despite what the website says (which is exchange OR refund), they said I just have to return it, wait for a refund and repurchase it again (and hope they send the right one). Whole on the phone we set up a pick up for it (because it is a big box item- almost 400lbs). The pickup was scheduled for today between 2 and 6pm. At 6:15pm I called Amazon and the cycle of phone calls started again because the reps claimed they couldnt pull my account up and refused to transfer me to a supervisor. After repeated calls, I finally reached a rep who called Pilot, the company who was supposed to pick up the treadmill. They said they were closed for today and would have to have someone call me Monday after 8am to schedule another pick up. They didnt give an explaination as to why they didnt pick it up or why they didnt notify me they werent coming. The Amazon rep who was most helpful said she had sent my case to escalation but the woman who answered put me on hold then disconnected and did not call me back. I called back several more times through the app bit the call ever got picked up. They made errors but it is me who is inconvenienced. I am now out my money and awaiting a resolution while being put out repeatedly.
Business Response
Date: 12/19/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

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

Customer Answer
Date: 12/19/2023

Complaint: 21015330

I am rejecting this response because: In my original response I provided photos, one of which had my order number which is 113-7806040-4236254. My email is *****************.
I reached out to Amazon again yesterday because the carrier company, Pilot, did not reach out to schedule a pickup as tgey stated. I am still waiting for them to pick up the item and refund my money.

Sincerely,

*****************************************
Business Response
Date: 12/23/2023
Hello *****************************************,

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

I've reviewed your BBB complaint and I'm sorry to learn about the experience that you had with regards to the pickup of your order of Horizon Fitness 7.4 at Studio Series Smart Treadmill.

We have issued a full refund of $1694.94 on December 22, 2023. Refund will be processed to your original payment card within 3-5 business days.

We escalated the pickup concern and requested our internal specialist team to resolve it on priority. The team has informed they have rescheduled a new pickup and they will be actively working with the carrier manager to get this sorted as immediate as possible.

Alternatively, we request you to please confirm if you're okay disposing of the item.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/23/2023

Complaint: 21015330

I am rejecting this response because:
The item (Norditrack treadmill that was delivered- the return due to it being the wrong item) was picked up Tuesday my the carrier thar you hired (Pilot). I called Amazon yesterday because your site was not showing the pickup. I provided the details of the pickup. That is when they finally escalated it and issued a refund. There is nothing to dispose of. I am glad that Amazon finally issued a refund for this situation which was solely their error.
Sincerely,

*****************************************
Initial Complaint
Date:12/16/2023
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 items from Amazon. Returned items and they refuse to give me a refund even though items were returned in new/unused condition within the allowed return period. Amazon says they cant give a refund even though they received the return due to fraudulent activity on my account. They refuse to tell me specifically what fraudulent activity has occurred on my account. They are demanding government issued ID in order to give me my refund.
Customer Answer
Date: 12/17/2023
On December 16, 2023, I called ********* (service provider for my Amazon credit card, which was charged for the amount of $510.63). The representative advised that my account had/has NO abnormal activity. My identity was fully authenticated by *********. All of my personal information with ********* matches that which Amazon has on file. I was transferred to Amazon customer service. A rep named ***** stated that Amazon noticed an increase (with ALL their customers) of items being returned. Thats why they are refusing returns. How can this be allowed? IF Amazon has a return policy permitting returns in an allotted time, why would they refuse to process a refund? Seems like the abnormal activity that Amazon is claiming is their way of getting out of refunding customers for legitimately returning goods. Its NOT a good business practice to rob customers to make up for less sales overall!
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.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/19/2023

Complaint: 21015319

I am rejecting this response because:

On December 12, Amazon rep named ***** investigated my question re: Amazon claim of abnormal activity. She stated that Amazon noticed an increase (with ALL customers returning items) and that my account showed NO abnormal activity. She also confirmed that Amazon received all returned items on December 7, 2023 and that the return was made within the allowable return period. My order was not a special order and not subject to special rules. I am NOT asking Amazon for proprietary information. I am simply requesting Amazon to give me back my money for items I returned. I would like Amazon to issue an REFUND without further delay. ***** confirmed receipt; Amazon has the goods. Amazon is acting in bad faith. The ONLY acceptable solution is to refund the amount, instead of trying to get out their refund policy. IT IS NOT MY PROBLEM IF AMAZON HAS NOTICED INCREASE IN THEIR CUSTOMERS RETURNING ITEMS. The return policy is to issue refund once items are received! Why doesnt Amazon understand this and how many other customers is Amazon stealing from?!?

Sincerely,

*************************
Initial Complaint
Date:12/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/7 I ordered a camera and some other items. The camera and case that went with it that I ordered did not suit my needs so on 11/25 I initiated a return for the camera, and the case. On 11/27 *** picked up the box containing both items. Amazon confirmed they received the box with both items. (*** tracking indicates that as well) On 12/10, I was refunded the $17.74 for the case, again indicating they received the items. I have had multiple phone calls and chats with agents regarding the refund for the camera, and have been given the answer of 12/15, which did not happen, as well as 3-5 business days (which I have been told multiple times over the last week. Different agents have promised a refund, but one has not been issued.
Business Response
Date: 12/20/2023
Hello ******,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item camera.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 12/21/2023
The order number is: 111-0934126-4778668
Business Response
Date: 12/27/2023
Hello ******,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item camera **** ZV-1 II Vlog Camera for Content Creators and Vloggers.

Upon checking I see that the refund of $855.86 has been issued to your original payment method on December 26, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account: **********************************************************************************

Thank you for your patience and understanding.

Regards,
Pratap
Initial Complaint
Date:12/16/2023
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 delivery #: 113-2498280-0447407 Order date: December 13, 2023 Date delivered: December 15,2023 Item: AmorArc Stoneware Dinnerware Sets Issue: the item was suppose to be delivered the 14th but it was a day late and I pay for prime delivery and was guaranteed overnight delivery when ordered. Upon receiving the package I noticed the box seemed to be crushed and when I opened it to reach inside to pull out one of the dinnerware my hand was cut. Saw that majority of the plates and bowls were shattered. I explained to the Amazon employees my issue and how I could return it because it was a hazard to begin with. They then told me to send a picture of my id to even begin an investigation. I thought that was very weird and felt very uncomfortable taking a picture of my id and sending it to Amazon. I felt as if my privacy was in jeopardy and I couldnt do anything else unless I send a picture of my id.
Business Response
Date: 12/19/2023
Hello Velthuise,

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.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/16/2023
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 is regarding my latest Amazon experience with both delivery and customer service. My order number is ******************* and the item Spotact Wall Mounted Coat Racks with 5 Hooks Hanging Holder Towel Rack 17.7"x1.3" Modern Black Hanging for Clothes Entryway Bathroom (5 Hooks) was failed to deliver on time twice!I asked the handyman to come and install the hook rack but I had to cancel on him twice because Amazon failed to deliver it! The first time I can understand but the second time it happens Im like really?? This is so frustrating and as a prime, we were given promised to delivery on certain date, thats why we paid for the prime. All Im asking is $10 courtesy Amazon credit as any agent always happy to help with that when I have major delays.(for example my order #***-0601529-1064261 was delayed and an agent issued me $10 credit) Another complain is about the customer service name ******, he or she was very rude and end my chat without my consents. He/she refused to help and all he said is ask me to wait. My package is delayed twice and his/her solution is keep waiting? Ive been with Amazon many years and as prime many years and never met a customer service like that and ends customers chat like that. **************** is the face of ********************** business and it represents the company, not represents the individuals. If we get treat like that, why we keep paying for the prime if we dont feel like a prime. This order was originally made on Dec.10th and scheduled deliver on 13rd and now rescheduled on 16th. 6 days to get my package + rude customer service. I dont see where is the ********************** service. Then why Im paying for prime?I tried to send emails and all the respective refused to answer my question directly. Youd check the email sent by AnkitaRano As I mention above, Im requesting $10 courtesy credit for all of my inconveniences(2 times delay + handyman reschedule twice + delay my house warming) hope anyone can address these two issues.
Business Response
Date: 12/20/2023
Hello *******************,

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

I've reviewed your BBB complaint and I'm sorry to learn you did not receive your order of "Spotact Wall Mounted Coat Racks". We escalated this issue to our internal logistics team and they've informed that the package with tracking: TBA310431216429 went missing from the station on Dec 13, 2023, hence it was delayed originally. And finally they marked it as Lost on Dec 18, 2023.

Therefore, we've issued a full refund of $18.21 on December 19, 2023 which will be processed to your original payment card within 3-5 business days. We additionally issued $20 Gift card on your account for the delay and inconvenience.

Regards,

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

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