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

58,828 total complaints in the last 3 years.
21,952 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:12/13/2023
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.
Dear Better Business Bureau,I hope this message finds you well. I am writing to bring to your attention a concerning experience I've had with Amazon regarding two orders (Order Number: 113-2020375-2052254; 111-4519975-1947425).Recently, I contacted Amazon customer service to request a refund or replacement for two defective products. To my surprise, I received an email stating, "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."While I understand the importance of security measures, I find it perplexing that my identity is being requested only after I've requested a refund. No such verification was required when I initially placed the order. This has raised concerns about the fairness of the refund process and leads me to question whether this is a deliberate attempt to make the refund process more challenging.I believe that as a consumer, I have the right to fair treatment and a transparent refund process. Requesting personal identification only after I've sought a refund creates an unnecessary barrier and feels like an unfair practice.I appreciate your assistance in addressing this matter and would be grateful if you could investigate the situation to ensure fair and consistent practices for all consumers.Thank you for your time and attention to this issue.*********,********
Business Response
Date: 12/15/2023
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 113-2020375-2052254 and 111-4519975-1947425. I've checked and I can see that there is a refund processed for both the orders.

A refund was issued to your original payment method on December 14, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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,
*********
Customer Answer
Date: 12/15/2023

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:12/13/2023
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 July 17 2023, I purchased a Huion drawing tablet through Amazon from the seller Amazon.com Services LLC. The tablet was advertised on the seller's page to come with a 1 year warranty. On 12/9/23 the tabled stopped powering on. I contacted manufacturer as per instructions from the Amazon web site. The manufacturer referred me to Amazon customer service, stating the warranty must be claimed through Amazon since they, not Huion were the seller. When I contacted the customer service representatives they stated that, because I contacted them after 30 days, they will not take action on the product. They also stated that I have a 1 year manufacturer's warranty and then emailed me a link to *****'s customer service page. Huion's warranty policy page states that their warranty is not transferable. Since *****'s warranty can not be transferred through ownership of the device, the advertised warranty must be a separate 1 year warranty offered by the seller, Amazon.com Services LLC.Order #***-8484087-6281800
Business Response
Date: 12/15/2023
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 114-8484087-6281800.

I've checked with my resources for possible options. To help you with it, I can process a return from my end on the order and we've *** drop off printable label as return option, however since the return window expired there is a restocking fee applied on return for $ ****** and the estimated refund after return would be $ 208.92.

If you are comfortable with the return, kindly respond to this email with your consent, so that we can get this processed for you.

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

Complaint: 21004029

I am rejecting this response because:

I bought the product with a 1 year warranty included (as shown in the pictures I had attached). I am not trying to do a return with some return window. If I complete a return, I would no longer be covered under the warranty you (Amazon.com Services LLC, not some 3rd party seller) advertised and sold with this product. And, on top of removing the warranty you promised, you want to charge me a 20% restocking penalty on a defective device? I find that completely unacceptable. What I want is the same or a similar device that will be protected under the warranty I purchased, either by Amazon replacing the device or crediting the cost to buy the same device directly through Huion as the seller or any other seller offering a warranty, so that I may retain the warranty I purchased as included with the price of the device.

Sincerely,

***********************
Business Response
Date: 12/20/2023
Hello,

I'm Prashanth from Amazon.com.

Upon review, we see the item bought is used item through Amazon warehouse program. Because this is an Amazon Warehouse item, we aren't able to offer the same sort of warranty coverage we'd normally offer for an Amazon.com item. If warranty coverage is important, you can purchase a new item with 1 year warranty.

If you decide to buy the Amazon Warehouse item you mentioned and aren't satisfied with your purchase, you can return most items within 30 days of delivery for a refund.

At this point of time, we are able to offer refund on return with restocking fee as an exception.

Thank you for your patience and understanding in this regard.

Regards,

*********
Initial Complaint
Date:12/13/2023
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.
This concerns order 112-6816510-3293851.There were 2 items in the order.One of the items, a Lasko space heater, was apparently damaged in delivery and was never received. I got an email from Amazon on 12/11/23 stating there had been a problem. My order page reflected this and indicated the item had been damaged in transit and sent back to Amazon. Common sense would dictate that I would immediately get a refund for the undeliverable item, but that was not the case. After two days,on 12/13/23, I contacted Amazon **************** via chat.I was told that the item needed to be physically received and processed by Amazon in order for me to receive a refund.I stated that was very unfair to the customer, since it was plainly not my fault that I did not receive the item.The response was something unintelligible in broken English that boiled down to Amazon needing to determine whose fault it was before I could get a refund. WHAT? That makes no sense. After I persisted a bit, the rep told me he would issue a $15 gift certificate (credit), that would apply on my next order, immediately. I asked if I would get an email confirmation of this ,and was told yes. Neither one of those statements turned out to be true. There is no GC on my checkout page and no email confirming a GC. I did take a screenshot of what was promised, which I have attached, and also a screenshot of my checkout page confirming that no credit has been applied. If you look at my Amazon history, you'll see that I have been a Prime member for over 10 years and have spent thousands of dollars there and have never had a "suspicious" transaction, yet I am being treated like I have some shaky past and need to be handled as such, with delays and suspicions. This is insulting. I am asking for a refund for the product I never received and also the $15 gift certificate as promised. For the aggravation I've encountered...this is hardly the 1st time I've had an issue with CS, but my patience is gone...it seems only fair.
Business Response
Date: 12/15/2023
Hello *******,

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

Im sorry to learn to learn about the problem with delivery and refund on item "Lasko MyHeat Personal Mini Space Heater for Home with Single Speed, 6 Inches, White, 200W, 101"and the unpleasant experience when you contacted our customer ******************** team.

It is certainly not what we expect our customers to go through.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

Upon reviewing order details, I can confirm that a refund of $18.59 was issued to original payment method on December 13, 2023 for the above mentioned item.

It will ************** next 3-5 business days on your card/bank account.

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

**********************************************************************************.

As promised by our customer service agent, I have successfully added a $15 gift card to your account which can be used against your next order with us.

To access your gift card balance and usage history, visit Your Account:

**********************/gp/css/gc/balance/

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/13/2023
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 made several purchase on Amazon for Christmas gifts and have very specific instructions so packages don't get stolen. But they instructions aren't followed so this get stolen. Any purchases made during December, I want refunded as they have not been delivered.
Customer Answer
Date: 12/14/2023
112-9999463-2486619
There will be more order numbers provided this week and next. Depends if my items are left where requested to prevent from getting stolen.
Business Response
Date: 12/16/2023
Hello *****,

I'm Himaja 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 am sorry to hear that you haven't received some of your orders.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. 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,
****************
Amazon.com
Customer Answer
Date: 12/16/2023

Complaint: 21003991

I am rejecting this response because:
I have sent them the order number. But here is a complete list of all order numbers:
112-5163934-2129061
112-1187109-5464264
112-9802535-8141807
112-9999463-2486619
112-1721771-4626614
112-9521726-9330619

The attachments show where they were left which does NOT follow our instructions. We left specific instructions to prevent theft but if said instructions aren't followed things get stolen and then I am out money and products I bought. Now I have no more money to spend for my family to replace gifts that were stolen.
Sincerely,

******************
Customer Answer
Date: 12/19/2023
So any communication after I sent the order numbers a pic of where they claim to have left my packages (which is the front porch and NOT behind the gate) and any other pertinent Information?
Business Response
Date: 12/20/2023
Hello *****,

I'm Himaja from Amazon.com. Thank you for writing back to us - I've provided the BBB with a copy of this message.

I am sorry to hear about the issue you faced with the orders placed on our website.

I understand that you wish to get refund on the missed orders.

Upon reviewing, I see that an email was sent to you on December 15, 2023 to send an incident report.

Kindly fill in the details in the report sent to you and revert back to the same email to get your concern addressed.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Business Response
Date: 12/21/2023
Hello *****,

I'm Himaja from Amazon.com. Thank you for writing back to us. I've provided the BBB with a copy of this message.

I understand that you wish to know more details about the investigation procedure.

In this case, as I mentioned in my previous correspondence, kindly refer to the email sent to you on December 15, 2023 requesting you to send incident report.

Kindly fill in the details in the report sent to you and revert back to the same email to get your concern addressed.

Once you revert back to that email with all the details, the team shall review your response and revert back to you with further steps of investigation.

Please send the incident report to the team and get your concern addressed.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/21/2023

Complaint: 21003991

I am rejecting this response because:
I have already sent the information requested through the BBB. It needs to be located. I uploaded a pic of where you say it was left. When I got home it was gone
I also included all the order numbers as well. So I have done what was asked of me on my part.

Sincerely,

******************
Initial Complaint
Date:12/13/2023
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 iphone case from Amazon and had to return the item. I brought it back to Kohls to process the return and was given a return confirmation. I checked my account because they said they would credit me back the money to a gift card on my account and the money was not there. I contacted them and they told me that they cancelled the refund and are withholding my money until I submit an ID to verify I am who I say I am. I told them I am not comfortable doing this and that I already brought back the item and that this is illegal to withhold my money and they said unfortunately until they get my ID they are not giving me back my money. I contacted my bank as well.
Business Response
Date: 12/15/2023
Hello ******,

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

Im sorry to learn about the problem with refund on a returned item. It is certainly not what we expect our customers to go through.

Upon reviewing the order details, I see the refund is cancelled as incorrect refund amount is initiated.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Protecting your privacy and the security of your data is and has always been a top priority for us.

As soon as required details are provided, our specialist team will review and issue a refund in 3 business days.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/16/2023

Complaint: 21003961

I am rejecting this response because:

If that information is incorrect then you need to speak with the two managers that advised me that they are cancelling the refund due to abnormal activity on my account and because its the holiday season and thats why they need my ID. I keep getting multiple reasons why you need my ID to process my return.
I DO NOT feel comfortable scanning in my ID, as a business you should respect that. Its my personal information and to protect myself from any scammers I dont want to upload my drivers license.
Second, I requested a refund for an iPhone case. It was not hundreds of dollars. Im sorry on your end the amount was showing as incorrect but thats really not my problem, fix it and refund me back the amount that you owe me.
Third, I requested a refund and brought the item back to one of your drop off locations at Kohls (see proof of return uploaded on the BBB website). I AM NO LONGER IN POSSESSION OF THE ***** It was returned and you are withholding my money until I upload my drivers license. How come at the time that I dropped off the item no one asked me for my ID then?! I would have been more comfortable dealing with someone in person if you needed my ID in order to process the return but that was never mentioned at the time you said you would refund the money and it was never mentioned when I brought the item to Kohls. Youre withholding my money which is ILLEGAL to do.

Again, why was I never asked for an ID when I dropped off the item?

Also, you stole my money but I can continue to shop there using my credit card even though my ID has not been verified? Feed your lies about protecting my privacy and security to someone else because Im not falling for that.

Sincerely,

***************************
Initial Complaint
Date:12/13/2023
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 the following on November 28, 2023 for $20.99:1 of: kacubwyy Toddler Baby boy Pure White ******Sleeved Lapel Shirt with Suspenders *********** Boys ****** Cloths (Blue,12-18 Months)This was bought along with another item that I received. I did not receive the abovementioned item. This was for my godchild's upcoming birthday and should have been here already. I contacted Amazon ********************* on the same day and they referred me to freight-forward-***************************** which I have yet to receive a response from. I sent another email on Dec 12, 2023 requesting a refund. Still, no response. Photos are shown.I reached out to Amazon ********************* today and they are telling me to reach out to the email AGAIN! Again, after informing them that I was getting no help whatsoever. A rep told me he would process my refund and after a few minutes of waiting, he tells me to reach out to the ************** again. I want my money NOW! I have bought plenty of items from you people and this is my first time filing a complaint. This is what you do? Hold on to my money? Do not play with me. Issue me my refund for this oversight on YOUR part.
Business Response
Date: 12/15/2023
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 111-7315145-8184245.

Upon review, we see the items were sent to a freight forwarder. Using a freight forwarder to ship or hand-carrying items may result in complications not covered by Amazon.

At this point of time, we are unable to refund or replace the order. You may refer the below link for more information on shipping through freight forwarder

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

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:12/13/2023
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.
Greetings! My seller account was deactivated in error due to suspected relations with the seller account named Papil_Store_LLC. The actual owner of the seller account named Papil_Store_LLC is PAPILITY LLC (contact person: *************************************), my former business partner. Amazon's system related my seller account with the seller account named Papil_Store_LLC due to the same ASINs and address of the preparation center. Please review the attached Plan of Action to get more information about relations and my implemented corrective and preventive steps.The Partnership Agreement with PAPILITY LLC, which owns the seller account named Papil_Store_LLC, is now terminated. Also, I terminated mentioned above relations between my seller account and the seller account named Papil_Store_LLC. I have attached the following supporting documentation to confirm my statements above: 1) Partnership Agreement; 2) Termination Agreement; 3) Funds Transfer Act (notarized proof of payment);4) Bank Account Statement (proof of payment. Please review page 39 of this document. I paid my former business partner on the partnership termination date, October 8 2023. I made a payment to my former business partner through the Payoneer system. I transferred funds to the Payoneer account associated with the email *************************** This email address was indicated in the Partnership Agreement and Termination Agreement).5) Plan of Action Based on the above, I look forward to a positive resolution allowing me to continue serving customers through the Amazon platform. Sincerely, KSENIIA BAZANOVA
Business Response
Date: 12/16/2023
We have decided to reinstate this account and an email was sent to them informing them of this decision on December 15, 2023.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:12/13/2023
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.
Subject: Unjust Termination of Seller Account - Request for Investigation ******************* Amazon Seller Account Email ******************* 12/13/2023 Better Business Bureau ************************** Dear Better Business Bureau,I am writing to file a formal complaint against Amazon regarding the wrongful termination of my Amazon seller account. Despite explicit communication with Amazon indicating my intention to walk away from my previous company and establish a new account, my account was terminated on May 26 2022.Details of the complaint:Amazon Seller Account: That was easy Termination Date: May 26 2022 Communication with Amazon: in Febuary 2019, I informed Amazon of my intention to start a new account and dissociate from my previous company. Amazon acknowledged this in our communication.Despite my transparent communication and Amazon's acknowledgment of my intention to create a new account, my seller account was wrongfully terminated, citing a link to another Amazon account. This termination has had severe consequences on my business operations and reputation.I request the following actions:An immediate review and reinstatement of my Amazon seller account.Investigation into the circumstances surrounding the wrongful termination.Transparency from Amazon regarding how account linkages are determined and the resolution process.I believe this incident raises concerns about Amazon's handling of seller information and the impact on sellers' livelihoods. Amazon's failure to honor our previous communication and the subsequent unjust termination is detrimental to my business and reputation.I am hopeful that the Better Business Bureau can mediate this situation, ensuring a fair resolution. Additionally, I invite other affected sellers to join this complaint to shed light on potential systemic issues.Enclosed with this letter are relevant screenshots and correspondence with Amazon for your review.Thank you for your prompt attention to this matter.
Business Response
Date: 12/16/2023
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 16, 2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 12/18/2023

Complaint: 21003852

I am rejecting this response.

While we appreciate Amazon's prompt attention to our concerns, we must express our dissatisfaction with the repetitive and automated nature of their responses. Despite providing all the requested legal documentation, Amazon continues to provide a generic response that lacks a thorough examination of our case. This approach feels automated, outsourced, and does not reflect a genuine effort to understand the intricacies of our situation.

Specifically:

1. Documentation Submission: We have diligently submitted all required legal documentation in response to Amazon's requests. Despite this, Amazon persists in providing generic replies without acknowledging the details we've provided.

2. Lack of Investigation: Amazon's responses suggest a lack of meaningful investigation into our case. The repeated use of automated replies raises concerns about the company's commitment to genuinely resolving issues raised by their partners and sellers.

3. Corporate Approach: It is disheartening to witness Amazon's shift towards a more corporate and seemingly indifferent stance. Many partners and sellers have played a crucial role in building Amazon's success, yet the current response implies a lack of appreciation for their contributions.

We kindly request the Better Business Bureau's assistance in urging Amazon to conduct a thorough and individualized review of our case, considering the legal documentation submitted. Our goal is a fair resolution that reflects a genuine understanding of the circumstances surrounding the wrongful termination of our Amazon seller account.

Thank you for your continued support in mediating this matter. We trust the Better Business Bureau will facilitate a more comprehensive and satisfactory resolution.

P.S. If anyone has experienced similar issues with Amazon, please consider upvoting and supporting this post to collectively address concerns against Amazon's practices. Your support is invaluable in seeking a fair resolution for all affected sellers.

Sincerely,
******************* That was easy
****************************

Business Response
Date: 12/20/2023
Hello,
We have reviewed your submission and are unable to reinstate your account at this time. Please see email communication received on 12/20/2023 for appeal options.
Thanks
Amazon Seller Performance Team
Customer Answer
Date: 12/20/2023

Complaint: 21003852
Dear Amazon
I hope this message finds you well. I am writing to express our continued dissatisfaction with Amazon's response to our BBB case 21003852.

Amazon has once again provided a generic response directing us to "please see the email response." However, the content of the email response remains consistent with the same automated and unhelpful replies we have received in the past. This pattern suggests a lack of genuine consideration for the details we've provided and a continued reliance on automated procedures.

It is disheartening to observe this approach, and we feel it is crucial for other sellers and consumers to be aware of the changing dynamics in Amazon's customer service. We encourage others to join us in raising awareness and sharing their experiences, as it appears that the company's response mechanisms have become increasingly automated and less attentive to the specific needs of its partners and sellers.

Thank you for your ongoing support in mediating this matter. We hope the Better Business Bureau can play a pivotal role in encouraging Amazon to reevaluate our case with the attention and consideration it deserves.
Sincerely,
*******************

P.S. We urge fellow sellers and consumers to be vigilant and share their experiences. If you have faced similar challenges with Amazon, your support is essential in fostering awareness and collective action.
Initial Complaint
Date:12/13/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order an item on Amazon.com but ended up returning it. Amazon said they will not refund me my money. Theyre requesting outrageous private information from me for the refund. I want my money for the item Ive already returned. Thank you.
Business Response
Date: 12/15/2023
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: 12/22/2023
My complaint has been resolved. Thanks to you.
Initial Complaint
Date:12/13/2023
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.
Nov 30, 2023 Order #***-0457265-5410665 Paid $28.51 I ordered Clinique Happy Perfume, when I opened the box it smelled very strong of the perfume, which means it is leaking even though the box looks fine. I contacted Amazon to return and they stated that the item is not returnable. I was not aware of this and bought a replacement. Amazon stated that they will only refund me if I send in a picture showing the damage (Do not know how to take a picture of a strong smell) and to send in my photo id. Sending a photo id should not be necessary as they already have my credit card on file and it they want my photo id sent to a 3rd party and through an insecure site. if I send them a copy of my drivers license it is making it very easy for someone to steal my identity. Amazon already has my credit card on file and can use that as proof of who I am. I am not asking for a refund to be sent anywhere else. I am more than happy to send the product back.
Business Response
Date: 12/15/2023
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: 12/16/2023

Complaint: 21003713

I am rejecting this response because: This is a blanket response. The item is damaged, it is being returned from the same address it was shipped to and asking for a refund in the same manner it was paid by. I already reordered this item. I do not know how a picture id is going to prove I am who I say I am as you can not see me in person as this is an online store, and you have no clue what I look like. You already have my personal information including credit cards and bank info. This is request is one last piece to steal my identity and I will not allow my identity to be stolen.

Sincerely,

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

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