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

59,539 total complaints in the last 3 years.
21,484 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:12/14/2023
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 contacted Amazon regarding a refund for items they received on 11/6, they said refund would be issued once items were received but it is now 12/14 and I have yet to receive my items. I contacted Amazon and theyre saying there is abnormal activity on my account and that in order for them to proceed with my refund, they need to verify my identity by verifying my government ID. This makes no sense to me, I have verified that I am the owner of my account through their text/online verification system, and verified my name, phone and billing address. I dont understand why they have to have my drivers license on file to refund my items when they already have it. They said that I will not be eligible for a refund for these items if I dont submit my drivers license. These were not in the terms and conditions when I first signed up for Amazon prime, and I should not have to reveal my personal information to get my refund back.
Business Response
Date: 12/16/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 113-1683351-6302646.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

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

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:12/14/2023
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.
Amazon is requesting personal information that I find sensitive. After I have been giving the runaround for days on a refund to an order for a iPhone 11. I have requested my concerns with them going on two weeks.
Business Response
Date: 12/16/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 114-2605937-5426604. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on December 14, 2023 for $278.20.

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

**********************************************************************************
We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:12/14/2023
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.
Returned an item that was defective to Amazon and theyre refusing to give me a refund unless I give them personal information I do not feel comfortable sharing. The item was received months ago is saying theres abnormal activity yet I was still able to buy on the same account and they cannot say what the abnormal activity is.
Business Response
Date: 12/16/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 114-4875777-2174625.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

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

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:12/14/2023
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.
They want me to submit an ID for s return this is unacceptable on all terms of privacy! Order #***-4133782-4131423 Order total $356.04 (1 item)
Business Response
Date: 12/15/2023
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 #***-4133782-4131423 regarding refund for the item you returned.

I understand that our concern team requested you to share the ** proof. 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.

Our team 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.

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

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

Customer Answer
Date: 12/16/2023

Complaint: 21006150

I am rejecting this response because:
This is data farming my ID that is sent to other third parties I have no idea about and customer service is now in ***** which probably doesn't have the reputation or safety. This is a total scam and I hope Amazon fails. I have no idea how Amazon has a B rating with this kind of stuff. My trust in Amazon is extremely low but I'm not the only one from what I read..... Going downhill.

Sincerely,

***********************
Initial Complaint
Date:12/14/2023
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 November 30 2023 , I ordered 2 wireless mic receivers from Amazon . The order number is 112-4436640-8016249. I requested a refund on 12-4-23 and sent the items back as Amazon requested. I haven't received my refund yet so I decided to give Amazon a call. They told me they have received my item , but would not be able to give me a refund unless I gave them personal information of mine that I do not want to give them. I feel this is absurd seeing how much I buy from them . Any help to get my money back would be appreciated.
Business Response
Date: 12/15/2023
Hello ****,

I am Srujan 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 any inconvenience caused with the return refund process of the items returned from the order #***-4436640-8016249 and for requesting your ** to get the request reviewed.

I've reviewed the details of the return and see that the return is created with the estimated refund date of December 28, 2023.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon within 14 - 30 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

If you don't hear from our ************** by December 28, 2023, you may submit the ** as requested by our internal team to get the details of the return reviewed manually. Please note that we are not able to take additional actions, including overriding their decisions for next steps.

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

Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
Type:Order 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 AW Bridal Picnic Basket from Amazon on 10/21/2023. It was not like portrayed on the site so I returned it using the shipping label provided by Amazon. They confirmed receipt of the package on 11/22/2023. Their site indicated a refund would be issued by 12/01/23 which then got extended to 12/08/23 and then to 12/16/23. I called Amazon on 12/13/2023 to ask about the delay. I got transferred around only to be told I needed to send them a government issued ID to get the refund. When I asked to speak to someone else, the representative hung up on me. I called back and spoke to someone else. I was advised the same thing - I needed to send them a copy of a government issued ID. When I asked them the reason for requesting ID, they refused to provide details and hung up. I am just looking for a refund for an item I returned in the original packing and they received it without having to upload an ID where I do not feel it will be stored safely. The refund is requested back to the original form of payment- my credit card. The Amazon order # is 112-0992715-1200255 for a total amount of $64.18. Screenshots of order details and item received by Amazon are attached. Thank you for your help in getting the money returned that is owed to me.
Business Response
Date: 12/16/2023
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'm sorry for the inconvenience caused with the order #***-0992715-1200255.

I've reviewed the details of the order and refunded the item successfully back to your payment method.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

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

I hope this helps. Have a great rest of the day!

Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
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.
Item ******* 32" Odyssey ****** 4K UHD 240Hz 1ms G-Sync 1000R Curved Gaming Monitor, Quantum HDR2000, *** FreeSync Premium Pro, Matte Display, Ultrawide Game View, *************************** 2022.Order placed on Nov 23, the amount is $1351.37.Order was canceled on Nov 30, started return to Amazon fulfillment center. Now is arrived to their warehouse.Contacted with **************** from ********************, but they dont give any solutions and just let me keep waiting for refund. Different agents said different processing time. However, *** never received it, so it will be at same as what they sent, but all of them said it needs more investigation. I just want get my money back and purchase at somewhere else. Im so upset when one of their agent told me if I dont receive refund until March 2023, I can contact them again. I cannot wait anymore. Hope you could help me! Thanks!
Business Response
Date: 12/16/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 111-7580839-0989816.

Upon review, we see a request to stop the shipment has been raised. At this point of time, we are unable to issue refund, kindly wait till we receive the item back in our fulfillment center for the refund to be processed.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/16/2023
Hi,
I saw the tracking number provided by carrier shows it is delivered. Can you please confirm did they receive it? Where can I track the processing of refund? Whats the maximum time for processing refund?

Thanks!
Initial Complaint
Date:12/14/2023
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 bought a ******** Juicer from Amazon and The juicer was recalled. I never received my refund. I took a pic of the item gave them my order number and the date I purchased it. Order # ***-9088504-6299400
Business Response
Date: 12/15/2023
Hello ******,

I am Vishal 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 could not locate any email that was sent from our end considering this item to be a recalled item.

Hence I request you to please help us with a screenshot of the email so that we can review this further for you.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
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 am not being refunded for the return of a "Bakeling Balance Bike 2-4 Year". It was purchased from Amazon on Nov 15 2023.I returned this product with shipping label as per Amazon shipping instructions on Nov 22.These products for return were shipped to Amazon via *** on Nov 22, 2023 and were delivered to an Amazon facility dock in ******* **, ** on Nov 25, 2023.There is a *** "Proof of Delivery" document available from ***.I have a photo of both products in the box just before I sealed it and attached an Amazon generated *** shipping label. I personally delivered this box to my local *** store and received a receipt from them.On Dec 11, 2023, I called Amazon Customer Support when I discovered that the returned "Bakeling Balance Bike 2-4 Year" was still listed as un-returned in my Amazon customer dashboard.While discussing this matter with an Amazon Support person I began to suspect that I might be being scammed for personal information.I believe that the Amazon Support person told me that a government issued ID would be required to prove my identity before a return would be initiated.I will not be sending Amazon.com, **** proof of my identity in order to obtain my refund.Amazon is engaging in coercive and privacy invasive tactics.Please initiate my refund immediately.
Business Response
Date: 12/16/2023
Hello Jia,

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 item returned from the order #***-0032384-4398642.

I've reviewed the details of the return and it appears that for order, our return center did not process the item in which the return was created for. Our returns center has confirmed that we have received an incorrect item in your return.

Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, 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.

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
*****************************
Initial Complaint
Date:12/14/2023
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.
They are refusing to close my account under the email listed on this complaint. I would like my account closed.
Business Response
Date: 12/16/2023
Hello,

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

I understand you would like us to close the account, however it is something that can be done only through filling a form by the account holder.

You can submit account closure request by following the steps listed in below link

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

Thank you for your understanding and patience.

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

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