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

47,013 total complaints in the last 3 years.
17,744 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:
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 complaint against Amazon regarding an issue with 15 pieces of PanOxyl I ordered on December 2, *********************** *******************, Which I have paid $133.22. Upon receiving the shipment, I discovered that 7 pieces were damaged.Upon contacting Amazon for a refund, I was informed that before processing the refund, I need to provide a government-issued ID due to their claim of abnormal activity in my account. This requirement seems unnecessary and raises concerns about privacy and security.I believe this request for personal identification is unrelated to the product damage issue and goes against reasonable and customary business practices. I kindly request your assistance in addressing this matter and ensuring a prompt resolution to receive the refund for the damaged items without the need for unnecessary personal documentation.Thank you for your attention to this matter.*********,*************************
Business Response
Date: 12/14/2023
Hello *******,

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

I've reviewed the complaint and understand your concern regarding the refund for damaged items from Order 113-6985431-4636237.

I apologize for the inconvenience that you've experienced in this case.

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

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund. We request you to submit your ID in the link sent to your registered email address on December 13, 2023.

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

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

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

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

If you do not wish to submit your ID, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 113-6985431-4636237. Also, you will not be able to investigate this order issue further.

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

Regards,

Sahitya
Amazon.com

**********************************;
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.
Amazon has closed my account claiming that my account was linked to another account that has violated their Conditions of Use. I have no other accounts and I am baffled as to why they have closed my account. My account has a ****** USD Gift Card balance and orders that are to be shipped, now as per the email I received I can no longer utilize my gift card balance and I have no way of tracking the orders that I have purchased.
Business Response
Date: 12/15/2023
Hello ******,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I've reviewed your complaint and I'm sorry to know your account is closed.
On checking, I see that your account is now reopened and is restricted to digital purchases only. Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Account on Amazon.com. In order to appeal the decision, please refer to the email sent on December 14, 2023. Ive pasted their response below for your convenience:
-------------
Hello,

As we informed you earlier, we have closed this account. Our records show that we previously closed an account of yours for violating the terms of our Conditions of Use agreement. When we close your account for violating the terms of an agreement, you cannot open a new account or use another account to place orders on our site.

After a thorough review, we have decided not to restore your full access to this account. You will not be able to place orders on our site.

Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Account on ********************.

To learn more about our policies, go to Amazon.com Conditions of Use:
**********************************************

If you would like to appeal this decision, reply to this email to reach an account specialist. Our **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.

We have restricted your account to ********************** purchases only. Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Account on ********************.

Due to repeated violations of our Conditions of Use, we will automatically cancel all non-digital orders placed on Amazon.com and if you were charged for the order we will process the refund.

To learn more about our policies, go to Amazon.com Conditions of Use:
www.amazon.com/conditionsofuse

If you would like to appeal this decision, reply to this email to reach an account specialist. Please do not contact our **************** team, as they cannot reverse this decision or share more details on this matter. They can only confirm that we sent this message and help you with technical issues.

We are happy to assist. To help us find the status of your order, please provide the following details:

-- The order number. The format of the order number should be XXX-XXXXXXX-XXXXXXX.
-- The complete name of the item.

We look forward to hearing from you.

Account Specialist
Amazon.com
www.amazon.com
---------
I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*******
Amazon.com

Customer Answer
Date: 12/15/2023
Complaint: 21000775

I am grateful that my account got reinstated but I I am rejecting this response because I am now restricted to only digital purchases, of which I have no use of. I am re-appealing the case so that I may be able to continue using Amazon's services.

Let me provide a detailed account of my ********************** account usage and some context needed to help understand the situation better:

I live in *************** and I am currently saving up money to purchase myself a brand new Computer Desktop.
Unfortunately, computer parts prices in *************** is heavily inflated due to taxes and other factors. That being said, I've made my due diligence and did some research as to how I can save money whilst getting the parts I need for my PC.
My conclusion was to buy the parts from Amazon, as they have better prices compared to my country plus they were allegedly known to provide excellent after-market and customer service.
My plan was to buy the components, then use a freight forwarding service to have my items imported to ***************.
I used the forwarding service known as **********.PH which has a warehouse on ********, **. The items are then forwarded to their ********* warehouse and then forwarded to ***************. Its a whole process.

Below are the details of my Amazon account for reference:
05/10/2021 - Amazon account created
11/26/2023 - First time placing an order on Amazon (Please see attached invoice for reference)
11/30/2023 - Items received by the freight forwarder.
12/6/2023 - I contacted Amazon Support to resolve an issue regarding one of the items I ordered (AMD Ryzen 7 7800X3D 8-Core, 16-Thread Desktop Processor) The item was eligible for a promotion that includes a free digital item to which I've not received. Based on the terms of conditions of the promotion, I should have received an email containing the digital code that I can use to redeem the digital item 2 business days after the item was delivered to my specified address. The customer service representative that I've spoke with is named ******. I explained to her the situation and upon advising her that I can not return the item as of that moment since it was being shipped to *********, she was kind enough to provide a full refund for the item. The refund was gracious and I am grateful for it.
12/11/2023 - I placed additional purchases for the other PC parts that I needed. (Please see attached invoice for reference)
12/13/2023 - I received an email advising that my account had been closed due to allegedly my account was linked to an account that they previously closed due to violations of their Conditions of Use. I've reached out to my freight forwarder and also the community and various forums and was told that the account closure might be because of the freight forwarder's address being flagged for excessive returns.
By now, it is well established that
1.) I do not have any other Amazon accounts.
2.) Throughout the entirety of my Amazon account's life, I have only been refunded ONCE.
3.) I have not violated any of their Conditions of Use. (Usage of a freight forwarder is also allowed by Amazon based on their Help Article: *****************************************************************************)
I have made several attempts at contacting their support through chat, email and phone calls but to no avail. Their email response are also so generic and gives you the impression that the person handling the ticket is not even reviewing the whole thing and is just copy and pasting generic responses (this can be observed on the email response they sent me and BBB)
Only when I filed a complaint to the Bureau did they reinstate my account and even after then, the resolution was less than ideal.
I hope with this detailed response, the issue will once and for all be handled accordingly and be resolved.

Sincerely,

*****************************
P.S. I would like to thank BBB for their help.
Initial Complaint
Date:12/13/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order 113-1881417-1939451 was in place of an order that was not fulfilled. I was promised a refund by associate on chat and documented it. I only got a partial refund and was lied to several times.
Business Response
Date: 12/15/2023
Hello,

I am ******** 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 about the incorrect information you have received regarding full refund of the order post the delivery.

I see the item wasn't available in the nearest location for the delivery at the earliest possible time for your original order due to which the rep advised to place a new order. I get that the rep mentioned to get the refund after it is delivered and I sincerely apologize for that miscommunication.

We are unable to issue a full but the difference of the order value which was already processed to your account for the total amount of $143 ($128 USD to your original payment method + $15 as Amazon gift card balance). Confirmation email sent on Friday, December 8, 2023 at 5:41 PM (PST).

Rest assured, our team have taken necessary action on the contact where you were provided with the incorrect information to avoid it happening in future.

I appreciate your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

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

Complaint: 21000707

I am rejecting this response because:
Make true of your promise !
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.
On 12/10 I contacted Amazon customer service stating I don't want my debit card used as a backup payment method and was assured it wouldn't. The next day it was used as a backup payment method. I saw this before the order was shipped so I requested for the order to be cancelled. This was approved and I received an email saying I shouldn't be charged but if I was it would be back in 1-2 business days. On the second business day I reached out to their customer service (again) and was told it takes 3-5 business days. So I was blatantly lied to when I was so graciously allowed to cancel my order. So now an unauthorized transaction was taken from a card that should not be used resulting in overdraft fees from my bank. Amazon doesn't care and have offered no help whatsoever.
Business Response
Date: 12/15/2023
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 were charged for an order from an unauthorized backup payment method.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. In this case, I 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 hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:12/13/2023
Type:Delivery 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 purchashed a ****** doorbell on Dec 1st 2023 for $119 + $8.40 tax +$9 overnight shipping and they haven't shipped the product yet. I talked several times with customer service and nobody saus why my order is not being sent *** suggested to cancel the order and create a new one but now the price is $149
Business Response
Date: 12/15/2023
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 about the issue you faced with the ******* Nest Doorbell (Battery) - Wireless Doorbell Camera' purchased on our website.

I understand that your order got stuck and you were adviced to cancel the current order and place a new one and you wish to get the refund of the price difference as the item value increased on website.

Upon reviewing, I see that the shipping speed selected by you is Rush shipping method which might have caused the order to get stuck in the shipping process.

To help you with this, I've changed the shipping method to standard shipping speed. In this case, kindly check if the order gets shipped within 24 or 48 hours.

In case it is still stuck and you didn't receive any update on the shipment process, please cancel the current order and write back to us so that we can do the needful to help you with this.

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

Regards,

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

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: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.
Dear BBB, I am writing to request your invaluable assistance in mediating communication with Amazon regarding the reinstatement of my Seller Account, EM&Play and the release of my funds. Unfortunately, my account was deactivated due to violations of the Drop Shipping policy and the Seller Code of Conduct. Despite our numerous appeals and extensive efforts to address and rectify these issues, we have not received a satisfactory response from Amazon.Attached here is the latest and improvised appeal that I submitted to Amazon today. We appreciate you taking the time to review our account, and we are hoping for a successful outcome.Sincerely,***********************
Business Response
Date: 12/14/2023
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 13, 2023.

Thanks,

Amazon.com Seller Performance
Initial Complaint
Date:12/13/2023
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 ordered an item on amazon and received a different product They asked me to send them pcitures of the wrong product which I did and now theyre requesting private information and are asking me to upload my ID just to issue a refund Order number is # ***-7064486-8871403
Business Response
Date: 12/14/2023
Hello Giorgi,

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 your account.

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,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/14/2023

Complaint: 21000329

I am rejecting this response because:
I'm not willing to share private information such as ID details with a company that has nothing to do with it.
I've provided pictures that prove I've received a wrong product but I didn't get any refund as I was told.

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.
Amazon is charging me $325.42 for 3 pairs of try-before-you-buy shoes that I had returned on 11/4/23. The 3 pairs of shoes were dropped off at *** all in 1 box (a total of 6 pairs of shoes were in this return box, weighing *****lbs) yet Amazon is claiming their warehouse only received 3 of the 6 itemseven tho they were all in one box. I received a receipt (with the date and box weight) from ***, after dropping off. I made numerous calls to Amazon about the charge to my card on 12/8/23 (prior to this date, my order history for those items was still reflecting a return had been made for all 6 items). After several hours on the phone, Amazon said I wouldnt get my refund until I submitted a government issued ID to their 3rd party reviewer but assured me my information would be safe. This is in accordance to a new policy for suspicious activity yet they could not tell me what that specifically means. They also said if I dont submit my ID to them in 6 days, You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 112-7211599-0170624. Also, you will not be able to investigate this order issue further.
Business Response
Date: 12/15/2023
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 about the issue you faced with some of the items that were purchased on our website.

I understand that you wish to get refund on the return of the items

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

For more details, kindly review the email sent to you by our team on December 12, 2023 at 7:58 AM (PST)

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

Your order and your account will be reviewed and your identity will be verified through one of 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.

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

Kindly submit your identity proof to get your concern addressed.

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/15/2023

Complaint: 21000328

I am rejecting this response because:
(1) Since filing this complaint, I have spoken with at least 12 different customer service reps from ********************** (I have been passed around way too many times that are acceptable). If im not hung up on, I was able to obtain some new information regarding the suspicious activity on my account: it was said that the 3 items in question were in fact received but that it was suspicious because Amazon could not issue the return in the system.this sounds like an Amazon problem either in their return systems or they have employees stealing returned items in their warehouses. Neither of which should be the responsibility of the customer, from which I have offered in numerous occasions to show you proof of my return receipt.
(2) I do not feel comfortable providing proof of identity to an email (and subsequent third party website) that has numerous spelling errors and no additional context of Amazons new ** policy. No other online shopping platforms require such sensitive information in order to get your refund. If this was a new policy, why werent prime members alerted of this change in a separate email? Instead, Amazon is holding my money hostage, in an attempt to get my personal information.
My family has been a loyal Amazon customer for over 10 years!! Not once has there been any concern over the account. This is so unfortunate as we no longer trust Amazon to handle our refunds properly and timely (as they are so blatantly trying to steal from me as well as everyone else on their BBB website lately), therefore why should I trust that my PII would be safe with them?

(3) When clicking the ** verification link in the email provided to me, it even says, there are no identify verification requests found so why has my refund STILL not been issued?? This all just screams fraudulent.
Business Response
Date: 12/18/2023
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 understand your concern to get a clarification about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

Please rest assured that any information you provided is handled according to our Privacy policy.

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

Kindly submit your identity proof to get your concern addressed.

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

In case you still face issues with submitting the proofs, kindly contact us. You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service": *****************************************

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/19/2023
Amazon still refuses to refund my money even though the links they keep sending me to submit proof of identification even say no identity verification requests found. This is clearly fraudulent (the email/message itself has so many errors too) and there literally is no investigation on my account. They know that they have no grounds to not refund me for the items I clearly returned.
Customer Answer
Date: 12/19/2023

Complaint: 21000328

I am rejecting this response because you continue to refuse refunding me my money, despite there being numerous signs of fraud: (1) I have proof of return receipt with proof of the weight of the package; (2) the links you keep sending me to submit proof of identification even say no identity verification requests found. This is clearly fraudulent (the email/message itself has so many errors too) as there is literally no investigation on my account.
Therefore, you do not have the grounds to hold my money hostage. Amazon is stealing from me/the customer instead of investigating within their own company (I.e their return and refund system, the warehouse employees, etc.).
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 understand that you are unable to find the link sent to you to upload your identity proofs.

I see that an email with all the details has been sent on December 12, 2023 at 7:58 AM (PST) to your email ID that's linked to the order in the query which is different from the current one that you provided on BBB portal.

However, the link sent would be active only for 6 days from the day it's sent to you.

In this case, kindly contact our customer support team to get a new active URL to submit your identity proofs.

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

Kindly submit your identity proofs and get your concern addressed.

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/24/2023

Complaint: 21000328

I am rejecting this response because I still do not understand why I am being required to submit my government issued ID to a third party site in order to get refunded for an order I returned. I no longer have the items and Amazon charged my card without my approval so now I am out $300+ for something I do not have. How can this be right? I would like to be refunded please. I have said many times I would like to submit proof of return via *** receipt. What happens to the items after I dropped them off at *** should not be the customers responsibility. I dont understand how you couldve received only 3 of the 6 items if they were all shipped in the same box. I think you should use more resources in investigating the processes of your shipping and warehouse employees because something is not right on that end.
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 is not a complicated thing, however Amazon has turned it into one. I initially contacted them about the health of the holiday tree I received on 12/8 in poor condition. I was taking through several emails requesting a photo, the delivery box and a piece of paper with date or name. This bounced around a bit because at one point they asked for something and when they got it, changed their minds. At the end of the first round of emails, they actually saw fit to dismiss my claim for a replacement.I was really unhappy with the state of the tree and went to pull up the original order to take it up with the vendor ***** Farms as a qualified grower would be experienced enough to recognize my claim. It was then I saw that the tree was not the one I had ordered. Again, another round of emails asking for everything short of my drivers license in the photo (which incidentally, was already provided on another occasion). At some point, asking a customer for all of these things constitutes abuse. I do not know what flag has been placed on my account, but I know it takes more than a few transfers on live chat for any issues I might be having. My experiences with them have been running about 50/50. 50% good or bad. Thats not a good track record, but I dont have much choice when I have to do all of my shopping online.This is the last of several emails about the tree, all asking for different things in the photo. It is now 12/13:However, the photo you provided [Share the image with proper size scale beside it to check size of tree].Anyway, is a $20 dollar holiday tree worth all this hassle? I should say not, which is why I am here. I just want a replacement tree and whatever is on my account thats responsible for all the rudeness removed. Thank you for your time.
Business Response
Date: 12/14/2023
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 your account.

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,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/14/2023

Complaint: 21000319

I am rejecting this response because: Im done going in circles. It has already been done.

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 returned the hair extensions at ***********************************. Amazon acknowledged that they received the item and gave me the refund. A couple days ago, Amazon is saying that they did not get the item and charged me back for the hair extensions. I have in emails, their chat, and their website that they have acknowledged that they received the item.
Customer Answer
Date: 12/21/2023
ORDER # 111-2443555-1493065
Business Response
Date: 12/26/2023
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 #***-2443555-1493065 regarding refund for the charge made on the order 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: 12/27/2023

Complaint: 21000281

I am rejecting this response because:
It is an error on their end

Sincerely,

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

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