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

58,389 total complaints in the last 3 years.
21,847 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:12/15/2023
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.
I placed an order on November 29, 2023 (order number 113-3904872-5574663) totaling $246.19. It contained five items. Because the items were delivered late, I returned all five items in new condition, unopened and used the ** code that Amazon had provided for returns at **** I normally get a refund as soon as *** picks up the package, however, I did not receive anything. I spoke with Amazon customer service and was told that the return was in transit and I would receive the refund within seven days. I still have not received my refund and now after chatting with an Amazon representative, I was told that my return was received and I would have to wait a few more days for the refund. Then, I received an email stating that I will only be refunded if I provide them with a copy of my drivers license, which has all my personal information. there was absolutely no reason that Amazon customer service could provide me and why they thought there was suspicious activity. After looking into the matter more, there has been countless numbers of customers, experience the same thing, and not get their refund, if customers are not submitting their personal information to Amazon. I have gone back-and-forth with Amazon and supervisors, and no one could help me. I was told I had to send them a copy of my drivers license and I was hung up on. Please, I need your help to get my refund, as I have spent multiple hours talking to Amazon trying to get my refund.
Business Response
Date: 12/18/2023
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 items from Order ID: *******************.

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
Customer Answer
Date: 12/20/2023

Complaint: 21011050

I am rejecting this response because there should be no reason why you are requiring me to send my personal information/drivers license to a 3rd party & holding my refund until I send that. Seems incredibly illegal & unethical!
Initial Complaint
Date:12/15/2023
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 returned several items at Amazon.com. Amazon confirmed that these items have been returned but they are refusing to refund me until I upload my government issued ID. I absolutely do not feel comfortable uploadinf my ID. The products have already been returned. They are keeping on to my money even though they got their products back.
Business Response
Date: 12/17/2023
Hello Elif,

I'm Aqeeb 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.

We are sorry to hear about your Order return and refund.

I'd love to assist on this, 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.

Regards,
*****
*****************************
Customer Answer
Date: 12/17/2023

Complaint: 21011040

I am rejecting this response because:

I contacted Amazon directly about this several times. Amazon has even confirmed the Order # with me. At this point there are several items that I have returned and not received a refund.
I refuse to submit my ID for a return. All you need to do is send the money back to the card it came from. I returned ALL these items and have lost the items and money at this point and Amazon is refusing to refund me. Once I started googling this I found out that this is happened to hundreds of people.
Order # are:
111-1392180-5578632 - Crocodile Creek Day at the Museum Dinosaur
111-1558620-0082629 - Frida **** 3 in 1 Nose, Nail + Ear Picker
111-4386738-2874636 - GOGOSO Ball Pit ***** 100 PCS
Sincerely,

***********************
Customer Answer
Date: 12/19/2023
Hi!
I wanted to forward this picture. As you can see, my return has been completed and received by Amazon but they are still keeping on to my money and refuse to refund me.
I have since returned another item and already received a refund for that other item. They absolutely do not need my ID to initiate a refund but that is the excuse they are using. I do not feel comfortable sharing my ID and was never informed about that policy when I initiated returns.
Business Response
Date: 12/21/2023
Hello Elif,

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.

Thank you for reaching out to us.
Because we noticed abnormal activity on your account, we are undertaking an investigation of your account.

Thank you for uploading your ID.
I see that our team is still investigating/reviewing your submission. It can take up to 3 business day for us to finish our investigation.

Thanks for your understanding. We look forward to seeing you again soon.

Best regards,
*****
Amazon.com
Customer Answer
Date: 12/21/2023

Complaint: 21011040

I am rejecting this response because:

All I want is a refund for the items listed since they have been returned
I was also charged for the dress in the attached picture order # 111-8068846-2732250 two days ago even though this dress has been returned weeks ago. I contacted Amazon and you guys even admitted that it was returned. The amount is $42.99. It is the orange dress in the picture.

Sincerely,

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

I'm Aqeeb 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 can confirm that the refund has been initated for Order ID ending with **** as we received a confirmation from our return center.
Refund amount : $26.42.

For rest of the Orders ending with **** and **** we didn't receive an update from our return center, our specialist team has requested an ID inorder to investigate further for a refund.

Thanks for your understanding. We look forward to seeing you again soon.

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

Complaint: 21011040

I am rejecting this response because:

I will never provide my ID. You do NOT need my ID to issue refunds. My ID is none of *********************** business.

Sincerely,

***********************
Initial Complaint
Date:12/15/2023
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 traded in two Amazon devices, and when I bought a new Echo Show 10, I was supposed to receive a 20% reduction for each trade-in device. After speaking with customer service over the phone, I was instructed to make the purchase, and they assured me a deduction of (20% + 20%). I have an email confirming this, but I've noticed that I've been overcharged for the new device. I request assistance in rectifying this discrepancy.
Business Response
Date: 12/18/2023
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 trade in discount.

Upon checking, I see that only one device was successfully traded and trade in discount of $25 gift card was already added to your account.

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,

Arun
Amazon.com
***********************************
Customer Answer
Date: 12/18/2023

Complaint: 21011030

I am rejecting this response because:
I have trade-in two devices: TRN-*******-******* and TRN-*******-*******. Added screenshot of tradein account as well.
Please see the Amazon tradein page. I am supposed to get a gift card & 20% discount towards a new qualifying amazon device.

I have received the gift card but did not receive the 20% discount towards the new amazon device.

When I contacted customer service before ordering the new qualifying device they promised me, if I order while I am on the call with them they will issue a refund of (20% +20%) towards the new qualifiing device i purchased since i traded in two amazon devices. I am attaching the email confirming the same from customer service on *******.

I have never received this refund of $61.41 that was agreed upon before ordering new device.

Message From Customer Service
> Hello ******,
>
> As per the two 20% discount from the Trade In program that you've
> submitted, I've requested a $61.41 to your orginal payment method.
>
> This refund should be processed within 5-7 business days and will appear
> as a credit on your next billing statement.
>
> I hope my efforts to help you with this concern has been satisfactory.
> Have a wonderful day!
>
> Best regards,
> Rox

> *Amazon.com*

Sincerely,

Su Mul
Business Response
Date: 12/20/2023
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 completely understand your concern.

However, it'll be up to $25 only and this credit will be processed automatically by the system once the trade in is completed.

Also, the previous correspondence doesnt correctly reflect our current procedures at this time.

Unfortunately, we'll not be able to take any action or offer any additional insight in this matter.

I appreciate your understanding.
Customer Answer
Date: 12/20/2023

Complaint: 21011030

I am rejecting this response because:
The partial refund promise was made before I even purchased the item. This is misrepresentation & breach of contract.
Sincerely,

Su Mul
Customer Answer
Date: 12/27/2023
Hi the business has promised refund but they did not refund the amount even though the trade in completed.
Business Response
Date: 01/11/2024

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 completely understand your concern.

However, the required promotion for the trade in was already credited to your Account.

Unfortunately, the previous correspondence doesnt correctly reflect our current procedures at this time and we're unable to take any action or offer any additional insight in this matter.

Please try to understand our limitation in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 01/17/2024

Complaint: 21011030

I am rejecting this response because: This is incorrect information. 20 % off that amazon advertises even today for new devices purchased after tradein is not applied. If applied pls share the screenshot of that discount?

Sincerely,

Su Mul
Initial Complaint
Date:12/15/2023
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 an * Gift Card for my brother on 12/9/23 for $50 for Christmas. Amazon tells me it was redeemed yet he cant access the funds. Amazon told me they locked the * gift card for unusual activity. I have contacted them via chat and phone numerous times and they say they are gonna put in for a refund and I never hear anything more.
Business Response
Date: 12/29/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding your order 114-2900143-8541051.We have now unlocked the ** funds you should be able to access it.
We are currently working with your card issuer to resolve this dispute.Card issuers usually resolve chargeback disputes within 30 days, but sometimes it can take longer. If you need more information or wish to cancel any disputes, please contact your card issuer.

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

*****
Initial Complaint
Date:12/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an item on amazon with order number: 114-3751933-7215412. I did not open it since I made my mind to choose another merchandise. So i returned this unopened amazon order back via *** :1ZA81G969075217454. After they received it, Amazon is not refunding me and that they are requesting outrageous private information, need me to provide government **, from me just to get my refund.I don't understand why they need my gov ** to initiate the refund, they received the item and i did everything in my part. I called them multiple time and chat with them also, they just refuse me refund me unless I provide the gov **.
Business Response
Date: 12/17/2023
Hello,

I'm Aqeeb 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.

Thank you for reaching out to us.

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.

Thanks for your understanding. We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 12/17/2023

Complaint: 21010989

I am rejecting this response because:

Sincerely,

***************
Initial Complaint
Date:12/15/2023
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 October 20th, 2023 I bought United Solution 32 Gallon Wheeled Outdoor Garbage Can with Attached Snap Lock Lid and Heavy-Duty Handles, Black, Heavy-Duty Construction, Perfect Backyard, Deck, or Garage Trash Can, 2 Pack on Amazon. My order ID is *******************. The item was delayed and arrived extremely late and on the order details of this item it said that if this item doesnt arrive by a certain date you may come back here for a refund. It did not arrive by the date shown so I contacted an Amazon representative and explained him the situation and he said he will refund me and that I did not have to return the item back to Amazon. Now forward to December. I received a message from Amazon saying that I have been charged for not returning this item. I contact Amazon and tell them all of this and in order to receive a refund they ask me to provide my state ID. In the many years I have been an Amazon prime customer, I have never been asked to provide my ID. This should be a lawsuit. I told them theres no way Im going to provide Amazon with a photo of my state ID. ************** information and no reason for Amazon to have. They have everything they need to reverse the charge, they do not need my ID. That seems fraudulent and I dont feel safe providing my ID to ********************** out of all the places to keep on file. They said they cant do anything for me until I provide them with a picture of my ID. So Im on here wondering if you can please get me my money back from them. I cant believe theyre doing this to me after they told me themselves that I did not have to return the item. Please help me. Thank you.
Business Response
Date: 12/18/2023
Hello *********************,

I am ******* 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've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our specialist team needs 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.

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 and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 12/18/2023

Complaint: 21010971

I am rejecting this response because:
I will not email Amazon a copy of my state ID for verification purposes, but Im happy to verify my information over the phone or via email. The reason being is I dont want Amazon to have my ID in their system. This breaches my privacy. Amazon also doesnt need to verify my identity to reverse the charge back to the original form of payment. They can simply give me back my money. Yes, Ive filed a complaint with the BBB hoping theyll understand where ** coming from. My personal information and photo is on my ID and this is something I dont want Amazon to have on file because its my private and personal information. I understand if you were a medical or government facility, or even a DMV asking to provide a copy of my ID, but you guys are Amazon. You need to have other ways to verify customer information.

Sincerely,

*********************
Initial Complaint
Date:12/15/2023
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 Better Business Bureau,I am writing to file a formal complaint against Amazon regarding the unjust suspension of my Amazon Seller Account. My name is ********, and I am the owner of *************. The suspension was allegedly due to a violation of Amazon's multiple selling account policy, where my account, Zain Yar Mart, was linked to another account named *********************** Store.I appreciate the opportunity to address the concerns raised in the suspension notice. It is crucial to emphasize that *********************** Store is owned and managed independently by my wife, ***********************,and is a separate entity from Zain Yar Mart. Despite the familial connection, our businesses have distinct company registrations, banking details, and product offerings.Attached are documents supporting the fact that Zain Yar Mart operates under Zain Yar LLC, with myself as the sole proprietor, while *********************** Store operates under *********************** LLC, with *********************** as the sole proprietor.To resolve the issue and prevent future misunderstandings, we are willing to undergo a video verification process to demonstrate that these accounts are indeed separate entities with different owners.The root cause of the issue stems from my wife's attempt to start selling on Amazon. Despite registering her account on June 14, 2023, her account was deactivated right after the registration process.Following a video verification on July 26, 2023, she received a notification stating her account was deactivated due to a belief that it may have been involved in deceptive, fraudulent, or illegal activity.This decision is perplexing, as my wife had just started her Amazon journey, had researched suppliers,and provided all requested documents for compliance during the video verification process.Nevertheless, her account remains deactivated.The link between our accounts may have been established due to the fact that she registered her account from the same IP address I use and logged in using my laptop. While I understand these shared elements may have led to the perception of our accounts being operated by the same entity, it is important to note that this is not the case.Now out both accounts are deactivated and Amazon teams arent helpful at all. I get copy-pasted emails from the Seller Performance Team and the Account Health Team isnt helpful during phonecalls.Thus, I am asking assistance from Better Business Bureau to resolve this unfair suspension. I am unable to resolve this with Amazon myself.
Business Response
Date: 12/17/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on December 14, 2023.
Thanks, Amazon.com Seller Performance
Initial Complaint
Date:12/15/2023
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.
M I purchased an Amazon Kindle oasis reader from Amazon on Black Friday with a black Friday sale for $217. They sent me an ashtray I took a picture of it took a video of it called Amazon. They made me wait from November 27 for not returned it all the way up until December 15 when they said I could get a refund then proceeded to tell me now I have to wait till December 28 and order for them to process it. This is like the second or third time Amazon has done something like this, I want my money back they never even sent me the item they wouldnt send out of replacement, which is fine because I no longer trust Amazon with my money. I just want my refund back for an item they never sent me.
Business Response
Date: 12/17/2023
Hello *******,

I'm Aqeeb 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.

We are sorry to hear about the item that didn't arrive what you Ordered.

I'd love to assist on this, 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.

Regards,
*****
*****************************
Customer Answer
Date: 12/17/2023

Complaint: 21010935

I am rejecting this response because: Ive already contacted Amazon myself numerous times about my order. Every time I contact them they keep extending my return date saying that they have not had chance to process it yet its been over 30 days and every time I try to contact them they are no help. Thats why Im contacting them through the Better Business Bureau. Im going to contact them again today and let them know that its me and mention the persons name who replied to me through the Better Business Bureau and hope I get a response today

Sincerely,

***********************************
Customer Answer
Date: 12/17/2023
I called again today and they are still giving the runaround saying they still havent processed it and I have to wait longer
Customer Answer
Date: 12/18/2023
Order number 114-7079600-2991469
Business Response
Date: 01/28/2024
Hello *******,

I'm Priyanka 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 hope this email finds you well. Thank you for writing back to us.

I've verified that a full refund has been issued for the Kindle Oasis - With 7" display and page turn buttons, on Monday, January 8, **** at 6:56 AM (PST).

Refund Details:
Items
1 x Kindle Oasis - With 7" display and page turn buttons
Amount(s)
Principal: $204.99
Tax: $12.30
Total:$217.29

You should see the amount reflected in your debit card statement within **** business days of that date, as this depends on the processing speed of your bank.

I hope this helps. We look forward to hearing from you again.

Best regards,
********
Amazon.com
Initial Complaint
Date:12/15/2023
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 1 dashcam on 9-2-23,order#***-2484226-1419431 & then 2 more dashcams on 9-11-23,order#***-0893919-2973865.The cams wernt installed the sameday due to our ********* had to wait for a SIM card from my carrier to use on the cams to test the full use of cams.After the 30day retrn wndw we started having issues.The cams wrnt reliable,the feeds wrnt showing up rightaway & had false alarms.10-25-23,I called amazon,spoke to *****,I explained what the situation was with the cams,informed her they are past the 30 day rtrn wndw & if she could help.She said go ahead rtrn them,she mentioned the 2 cams will be a full refund but the 1 cam will be charged a restocking fee.***** later got the approval from her superior to waive the restock fee for that 1 cam and nvr mentioned any restock fees for the other 2,but would have to call later after amazon receives the item to refund the restock fee.***** sent an email stating what ********* superior had approved to serve as proof to the next rep to refund the restock fee.After Amazon received the items,they charged me a restock fee for the other 2 cams that was to be a full refund.I finally got ahold of spvr ******** who saw the email that ***** wrote on 10-26-23 & undrstd that I was to rec the 1 restocking ******* was not to be chrgd a fee for the two cams.She initiated a refund for the 1 cam & escalated the refund for the other two cams to the escalation ****.She sent an email as proof stating what she had done.I was to receive a follow-up but I didnt & nvr rcvd confirm of the refund of the single cam.I called again on 12-4-23 spoke to a few reps including Rosh & a spvr Arun & every rep I spoke to would not help out.One spvr in the escalations **** named **** saw the email from ************ stated that the system would not let him refund the money & would eventually hang-up because there was nothing else to discuss.I would like the restocking fee of $119.40 for each camera to be refunded for a total of $358.20
Business Response
Date: 12/25/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order #***-2484226-1419431 & 113-0893919-2973865 regarding refund for charge.

Based on investigation, On this occasion, we can't refund the restocking fee. A restocking fee applies when an item is returned outside of the 30-day return period.

Youre able to find additional information about returns and refunds on this Help page: **************************************************************************

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

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

Customer Answer
Date: 12/25/2023
I do not agree with the business decision. I have submitted proof of emails that was sent from the reps at the customer service level that was approved to extend the return window for the return and another refund approval from a supervisor directly. What else do they want? If they had done a good job investigating the matter they would see that they did promise to waive the re-stocking fee and no mention of a re-stocking fee of the other two but I believe they do not want to admit to their wrong doing. I can not forge an email from amazon and send it to myself, these emails came directly from the representatives of amazon. If I did not receive the approval to return the items after the 30 day return period then I would not have sent the item back to amazon and I would not be disputing the re-stocking fees. Amazon has lied to another consumer and is not honoring what they have promised. amazon should refund the re-stocking fees and better coach the individuals involved in this matter for better experiences for the consumer but I believe they are upset that I have called them out on their lies. I still would like my refund.
Initial Complaint
Date:12/14/2023
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.
On 11/22/23 I bought two drones they were delivered and I chose not to keep them so I never opened them and I returned them on 12/05/23. They were picked up from me at my house by *** and returned to Amazon per Amazons request. Now Im being ask to submit my ID in order to get my refund back. The order number is 112-1443635-6101002 both drones where delivered to them and now I only see a return started for only one of the drones. I have reached out to Amazon and Im told due to unusual activity I need to submit my ID but I also can continue to use my acct as normal. So this sounds like they are just trying to get me to submit my ID just to tell me Im not going to get my refund. I have had a package not show up and they replaced it with no problem but for me to get my refund I have to prove my identity none of this makes since. *** had my account over a year and have had other accounts with Amazon and never had this problem getting a refund. The Drones has bad reviews on the item sell page so I decided on a new gift. When I purchased the drones there was no reviews on there. Now I just want my refund that I am due in the amount of $84.40 I used a coupon code to get them at that price as they were originally $399.00. Please help me in getting whats owed to me. I have submitted a complaint today already but I put the wrong email so I needed to make sure I submitted a complaint with the right email address for return communication. I am the owner of the account and I am the one requesting my refund. My address, and name on card should match everything. I dont see what the problem is of unusual activity and no ones able to tell me what that activity is. Please help me with this refund. I was hoping to get the gift replaced before Christmas.
Business Response
Date: 12/16/2023
Hello Demecia,

I am ***********;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'm sorry for the inconvenience caused with the items purchased in the order #***-1443635-6101002.

I've reviewed the details of the request, but as we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund. We may also request additional information before granting your request.

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal:

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

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":

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

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.

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

You can contact us directly for any assistance on this: *****************************************

Thank you for your understanding and co-operation. Have a great rest of the day!
Regards,

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

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