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

59,580 total complaints in the last 3 years.
21,601 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:12/12/2023
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.
Starting in October 2023 Amazons delivery accuracy dropped from 100% down to about 40-60% accuracy. I for one and getting frustrated with miss delivered packages and orders. I have had issues with the quick prime deliveries and not fast deliveries to better suite my work schedule. So packages arrive on my days off instead of when Im at work. All too often I see the driver across the street delivering to the wrong unit address. Our units are clearly, clearly labeled. Prime deliveries vary in over night delivery to 2-4 days out depending upon the time of year and how much staff amazon has. About a third of my packages get delivered to the wrong address and I keep having to request amazon for a refund. My address in ****** maps is correct. I even made sure the gps takes you to the correct address. I even went out of my way to update my entire streets address to be correct to dispute any errors. I have instructions in my account to navigate them to my unit. The delivery drivers only get my address right about a third of the time. Ive contacted customer service hub regarding the issue multiple times and Im frankly sick of this. I feel awkward going to my neighbors door to grab a package with my name on it. If it arrives during middle of the day I can go out and grab it as I know theyre at work and I wont get the what the h*** are you doing sort of look. Not all my neighbors are honest and rankly my neighbors have more than once kept my miss delivered packages without even attempting to hand them over to me. I've contacted customer service hub regarding the issues. That only goes so far. How can we find a long term solution for this? Please let us upload a picture of our door.
Business Response
Date: 12/14/2023
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 delivery.

To help you with it, we need more details on the orders, carrier and complete shipping address used while placing the order.

Kindly, help us with any 3 recent order IDs on which you've faced the issue and we would like to know if this happens only with Amazon carrier or third party carriers as well.

Once we receive the details, we can engage the correct team for review.

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:12/12/2023
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.
hello there so i placed an order on amazon and within a minute cancelled it as it was placed by accident, the payment i used was gift card balance and amazon took all of my gift card balance for this order. it was cancelled and this was a month ago, they have still yet to give me my money back into my gift card balance and after calling and messaging Amazon for weeks now spending over 20 hours on the phone or on a chat with them and them "escalating" my case multiple times they are blatantly lying to me and stating that I paid with credit card which I did not and it took money out of my gift card balance and has not given it back. Even after showing them a photo that in my gift card balance history the amount is in the negatives and yet to be refunded. They are stealing money from me and my next step if they still choose to do nothing on here will be filing a police and lawsuit reports.
Business Response
Date: 12/14/2023
Hello grant,

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 the refund for cancelled order to your gift card balance.

I tried checking the order but i was unable to do so as the email you've contacted us with doesn't have an account, in this case, I'd request you to please contact us with the order ID so that we can check and assist you accordingly.

I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 12/14/2023

Complaint: 20999478
Hello there,
My order number is: 113-2329592-2000227
Please remove this from public record.
To Amazon, after I have provided this before your team blatantly lies and claims a credit card was used, even after I sent in to your email to customer support a photo clearly showing this order number being connected with a ******* dollar charge that is pending and has been for weeks now in my gift card balance history.

I will be very upset if you get back to me with this lie again like your team keeps claiming, please look into this further than you have been. I don't know if this is some kind of rare bug or glitch that shows payment method incorrectly on Amazon's side some times or what is going on. I expect additional compensation.

Sincerely,

Grant K
Business Response
Date: 12/19/2023
Hello ************,

Thanks for writing back to us and providing the order ID.

I've reviewed your email regarding the refund for cancelled order with your gift card balance.

Upon reviewing I can see that our specialist team has stated that they are currently checking the issue regarding this charge for $223.80 and will respond within 7 business days least time.

In this case, I'd request you to please wait for that time and contact back if you haven't heard from them, however, as an alternative you can also contact our payment support team or our gift card escalations team at **************************************
I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 12/19/2023

Complaint: 20999478
Ok thank you, I am only responding here now cause it would close my case by then If I didn't.

Thank you.
Business Response
Date: 12/21/2023
Hello ************,

I'm ******* from Amazon.com. I'm writing in regards to the refund for order #***-2329592-2000227.

Thanks for replying and letting us know you'd wait for the response from our team,do reach out to our escalations team at escalation-*************************** first and if they are unable to resolve, contact us and we will raise the issue with them.

I hope this confirmation helps. Have a great rest of the day!
Regards,
****************

Customer Answer
Date: 12/22/2023

Complaint: 20999478
Hello there,
Hope you are doing well, I am not.

I just contacted ********************** today in regards to the status of my case, they refused to give any update or give me a case number or even email me with confirmation of anything or provide any documentation of my previous conversations with them. They are refusing to give any update and are unresponsive, please connect whoever can give me back my stolen money onto this BBB conversation as it seems that is the only way I will get a response. **********************'s customer service refused to provide a mailing address for me to send a letter of intent, I have already gotten in touch with the **** my next steps, since I cannot send a letter of intent due to **********************'s unwillingness to provide me a mailing address, will be to sue ********************** as ********************** is forcing my hand. Please respond back with someone who will actually work on getting my stolen money back or I will have to take more legal action. I don't understand why ********************** is so insistent on stealing my money considering I have been doing business with them for years and they have double charged me.

Thank you and Happy Holidays

Sincerely,

Grant K
Business Response
Date: 12/28/2023
Hello *****,

I am ******* from Amazon.com. I am writing to you regarding the gift card balance issue for $228.

Upon reviewing I can see that one of our colleague "***** B" from our specialist team has been following your case and has raised the issue with the concerned team.

As per our colleague's escalation on this issue she is currently monitoring the investigation and will provide an update to you by Dec 30, 2023 regarding the gift card issue.

In this time, I'd request you to wait for our colleague to monitor the issue and she will respond to you with an update soon.

I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 12/28/2023

Complaint: 20999478
Hello,

Thank you for finally giving back my stolen money. I see it in my account now, not sure why it is not being noted in my gift card history but that's fine. I can't believe it took Amazon this long to do the right thing but oh well. However, I was promised by a ******, that they would give me 50 dollars for the hassle (this was sent in an email from her stating this to my accounts email), however now there is a hassle with this hassle compensation as now I have checked and I was only given 35 dollars, it is in the form of promotional balance and I was told it would be 50 and it is only 35. Please provide the rest of the promised amount if not more for the further aggravation.

Hope you are having a good holiday season,

Thank you so much for making this right,

Grant K
Business Response
Date: 01/05/2024
Hello *****,

Thanks for writing back to us and letting us know that you've received your gift card balance.

To assist you with the remaining $15 promotional credit promised, I've issued a $15 promotional credit to your account for use.

I hope this helps! Have a great day ahead!
Regards,
****************
Initial Complaint
Date:12/12/2023
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 a malfunctioning Wolfbox dash cam "$139.99" and parking sensor accessories "$21.99" from Amazon.com on October 24, 2023; I ended up having to return both items back to Amazon on December 12, 2023. On December 10, 2023 when I contacted Amazon to process the return of the two items, the Amazon associate informed me that I would be getting the full refund of $171.70 for both items "(without any restocking fee)," upon receipt of both Amazon; I further requested for the refund be processed to my original payment credit card which the Amazon associate acknowledged. Shortly after our online conversation, I received a procedural email confirmation for such return and the promise to refund the full amount of $171.70 to my original payment method which was my *********** credit card. HOWEVER, on December 12, 2023 "after returning the two items to Amazon, I received an email shortly after alleging that only $137.36 was refunded back to me and to my original payment method credit card; And when I contacted Amazon to inquire why I was only issued $137.76 instead of $171.70, they not only falsely alleged that I was charged a restocking fee, but informed that the $137.76 refund was refunded in two partial payments with $100 going back to my credit card and $37 going to an Amazon gift card credit account. This is not the first nor second time that Amazon has subjected me to such fraudulent act.
Business Response
Date: 12/14/2023
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 am sorry for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account ***********************/your-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,
*********

Customer Answer
Date: 12/14/2023

Complaint: 20999423

I am rejecting this response because: Amazon has falsely alleged that they don't shown an order number for items in question when I provided the confirmation return scan code for said items that stated a refund of $171.70, and that Amazon sent me via email on October 10, 2023, along with my complaint to BBB. I have also attached order receipt and the fraudulent refund transaction.

Sincerely,

*****************************
Business Response
Date: 12/19/2023
Hello,

I'm Prashanth from Amazon.com.

Thank you for writing back to ** with the order ID.

Upon review, we see the return window for the items were expired on November 26, 2023 and we've initiated a return as an exception ***************** window on December 10, 2023, as a result the restocking fee applied.

With regards to email with refund amount $171.80 is related to estimated refund, which is subjected to change based on the item condition received.

At this moment, we are unable to issue any further refunds or adjustments on the order.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 12/19/2023

Complaint: 20999423

I am rejecting this response because: Amazon alleges that the promised refund of $171.70 for said returned item was subject to restocking fee because the returned window for said item had closed, but not only was this information not relayed by the Amazon associate who processed the return via chat on December 10, 2023 hence generated the return code for $171.70, however return window for items purchased during the holiday season is extended by Amazon.
Most importantly, any such refund for this item was suppose to be fully refunded back to my original payment method which was my credit card, however such was not the case because $100 was refunded back to my credit card and the remaining $30 was refunded to an Amazon gift card. I requested for refund to my original credit card method of payment for this item(s).
I used my debit credit card when I purchased both items from Amazon for the total price of $171.70.
THEREFORE (1.) AMAZON SHOULD PROVIDE THE **** HISTORY WITH THE AMAZON REPRESENTATIVE WHO PROCESSED THE DECEMBER 10, 2023 RETURNED CODE IN THE FULL REFUND AMOUNT OF $171.70 FOR SAID ITEM, AND
(2.) AMAZON SHOULD PROVIDE VALID REASONS WHY THEY SPLIT THE INSUFFICIENT REFUND INTO TWO SEPARATE PAYMENTS, AND ISSUED PORTION TO AN AMAZON GIFT CARD AFTER I REQUESTED FOR REFUND TO MY ORIGINAL CREDIT CARD PAYMENT METHOD.

Sincerely,

*****************************
Business Response
Date: 12/21/2023
Hello,

I'm Prashanth from Amazon.com.

We see the order was placed using gift card and credit card, hence when the refund was issued the refund was processed as per the split payment used on the order. This is a part of automated refund system based on the original payment method used. We do not have the control to direct the refunds to specific payment mode.

I apologize for any miscommunication on full refund on the order by our associate, I've forwarded the feedback to the leadership team so that they can provide necessary coaching. While we cannot undo the disappointment you had, please be assured that corrective actions will be taken to ensure these issues are avoided in future.

With regards to refund on restocking fee, we are unable to issue refund on restocking fee or further adjustments on the order.

We appreciate your time and patience in these regards.

Regards,

*********
Customer Answer
Date: 12/21/2023

Complaint: 20999423

I am rejecting this response because: None of said Amazon refund process "particularly with this order" makes any sense because not only was the entire order that I placed on October 24, 2023 a total of $227.81 minus taxes, but what Amazon is actually referring to as gift card is in-fact money that I have spent on Amazon products however had to return because it was either defected or used item that was sent to me, therefore I had to return and agreed to have those funds transferred as an Amazon credit to my Amazon account as appose to having it go back to my credit card; Nevertheless if said defected Amazon product in the amount of $171.71 was returned out of $227.81 total order "of which only $130 was refunded back to me," how was Amazon to know the amount to allegedly split? And therefore the return code via email should have stipulated that there will be a split refund as appose to just stating that the entire refund will go directly back to my credit card. MAYBE AMAZON NEEDS TO READ THE RETURN CODE EMAIL AGAIN.
And moving forward, I will not be authorizing my refunds to an Amazon gift cards; Any and all returns for refunds will be going back to my original payment credit card method.

Sincerely,

*****************************
Initial Complaint
Date:12/12/2023
Type:Service or Repair 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 did an online order at **** and it was canceled but Amazon flex debit card never refunded my money. I contacted **** and they told me to contact Amazon flex debit card. Its been a runaround
Business Response
Date: 12/14/2023
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 refund on Flex debit card.

Upon review, we see flex debit cards are issued by *************** It is best, we request you to contact ************** to speak to their banking specialists for the status. Banking Specialists can be reached by calling the number on the back of your Amazon Flex Debit Card or messaging them through the Amazon Flex Card App.

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: 12/21/2023
My apologies it has been resolved
Initial Complaint
Date:12/12/2023
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.
On December 8th I ordered a kindle scribe (total price $411.44 due in five payments) along with four other items. Today I received a shark hair styler with the tracking label for my five items, but only a hair styler in the box. I contacted Amazon and spoke to 12 different people. They could not reorder the kindle scribe until they receive the other package back. I am disabled and cannot leave the house, so they are charging me $7.99 for *** to pick up the item. Not one person understood what I was trying to tell them. I paid $263.00 for the items and first installment for the kindle and received a hair styler. They are replacing the other 4 items but not the kindle (one of the items is an accessory for the kindle I haven't gotten.) What I want are the items I paid for, in a timely manner.Order ID ******************* Tracking number 1Z 01R 54E 01 **** ****
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 orders placed on our website.

I understand that you couldn't get replacement on 'Amazon Kindle Scribe" and you wish not to pay for pick up.

When requesting a *** Pick-up, you will be charged $7.99/$11.99 depending on the size and weight of the return. However, there are free drop-off options available at select locations. You will be provided with the available return options and locations when you request your return label.

For more details about return methods and related concerns, please visit the following link:
************************************************************************************

Kindly return the item using your preferred return method and get the refund on the same.

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

Regards,

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

Complaint: 20999345

I am rejecting this response because: making me pay for *** pickup when I am confined to a wheelchair and homebound is discriminitory. The error was Amazon's so they should pay for the item to be picked up from my home.

Sincerely,

*********************
Initial Complaint
Date:12/12/2023
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.
Amazon Order Placed: November 19, 2023 Amazon.com order number: 113-8556547-7471423 Apple Watch Series 9 Total cost $380.54 ($359.00 + $21.54)Paid Amazon Gift Card - $219.07 Paid Chase Credit Card - $161.47 Tried to cancel order 11/20/23 unable to as it was being shipped 11/23/23 1st package delivered met driver and rejected package 11/24/23 2nd package delivered met driver as he was driving up to another house rejected package again. Both drivers assured me package would return to Amazon.11/24/23 3nd time package delivered this time we are out of town and its left at front door.I get online to return package after we get home and find the only method is to have *** driver collect item at my house. Number of days go by, no *** driver. 12/3/23 I speak to Amazon who gives me *** tracking #, and ** told to contact *** to schedule delivery. 12/4/23 *** driver shows up and takes package. Apple Watch box sent back Unopened. 12/8/23 Fri. *** tracking says item Amazon received package.12/10/23 Sat. called just to check on things. Rep said yes package has been received, but I have to submit Gov. ** to verify my identity in order to get refund. I reluctantly sent front and back of my drivers license. Im told I need to wait 3 days (12/13/23) and call again about refund after the investigation as account has suspicious activity. What investigation, what suspicious activity and why on earth would I have to submit a government ** in order to get a refund for item I paid in full and its been received by Amazon?
Business Response
Date: 12/14/2023
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 113-8556547-7471423. 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 13, 2023 for $380.54.

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,
*********
Customer Answer
Date: 12/14/2023

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:12/12/2023
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.
Absolutely HORRIBLE ... ZERO customer obsession or ZERo raising the bar - i have the return receipt from Wholefoods-Amazon for order 113-7491703-2448212 and i got en email now that i will be re-charged and i need to return the item AGAIN , on the phone I was transferred THREE times over 35minutes and i was told even by the alleged supervisor that i need to wait to be re-charged and ONLY then then dispute the charge...even though in the past Amazon were able to stop this RE-charge nonsense. The representative talked NON STOP did NOT LISTEN kept interrupting me, and i am filing another Better Business Bureau for representative, **********
Business Response
Date: 12/14/2023
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 113-7491703-2448212.

To help you with it, I've disarmed the retrocharge on the order for CRYSULLY Men's ********************** Tactical Jacket. You can ignore the return reminder for the item, there shall be no further charges.

I hope this helps.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/14/2023

Complaint: 20999321

I am rejecting this response because: Why was i told by THREE Amazon reps that first i need to wait to be charged again and ONLY THEN i can dispute the charge ?
Sincerely,

*********************************
Initial Complaint
Date:12/12/2023
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.
1.Order #***-5713934-2241823 Milano Cookies, Double Dark Chocolate, 7.5 Ounce Total: $11.17 Order Date: Dec 11, 2023 2.Order #***-6441900-7320201 HERSHEYS NUGGETS Assorted Chocolate, Christmas Candy Party Pack, **** oz SPAM Less Sodium, 12 Oz (Pack Of 12)Total: $59.03 Order Date: Dec 11, 2023 Issues:Milano Cookies arrived crushed in Order #***-5713934-2241823.HERSHEYS NUGGETS were melted, and SPAM had an expiry sticker (12/2023) in Order #***-6441900-7320201.Furthermore, I have been asked to provide my government ID without a clear reason, citing security reasons, which I find both unusual and concerning. They are holding my money and not giving it to me, when I believe I am not at fault for this.
Business Response
Date: 12/14/2023
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 your orders.

I understand that you received damaged items and would like to get refund on the same.

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 10:45 PM (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
*****************************
Initial Complaint
Date:12/12/2023
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 had a promised 50% refund due to a sign up promo not working. The employee annotated my account giving me a 50% refund. No limit to the amount, just has to be sold and shipped by Amazon. I have checked with MULTIPLE employees before ordering and one employee after ordering and they all confirmed that I was able to get the refund once my item arrived. I ordered an item for $1324.99, and it was sold and shipped by Amazon. I waited more than two weeks for the item to arrive only to have both employees say "it's not possible" after waiting an hour and saying it was a false promise. I want to keep the product, and I want the partial refund I am owed. Which is 50%, or $662.50
Business Response
Date: 12/14/2023
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.

We apologize about the misunderstanding and incorrect information that you received about refund. I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

At this point of time, we are unable to issue any discount or partial refund on the order.

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: 12/14/2023

Complaint: 20999230

I am rejecting this response because: It was promised and confirmed by two-three employees before ordering the product. And one after ordering it. And I cannot accept no for an answer.

Sincerely,

*****************************
Initial Complaint
Date:12/12/2023
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.
12/3/23 for ***** before tax. Purchased Rust-Oleum Quick Prep 3-in-1 Cleaner Degreaser and Etch, Gallon, 3 Pack which weighs over 40 lbs, received some other item that was clearly wrong (tool shelf of some sort) that weighed maybe 2 lbs. Evidence of this discrepancy is fairly obvious via delivery photos. Despite Amazon delivering the items, I was given a *** label which I affixed to the incorrect item and dropped into a *** Dropbox. It had been about 6 days since dropping off incorrect package at Dropbox so I reached out to Amazon to see if this is normal. Had already reached out to *** which didnt yield any clear info. Was told by Amazon that they couldnt do anything without an active tracking number, which I dont have since I dropped it at a Dropbox. This is quite frustrating as the incorrect item was likely worth significantly less than the correct item, and due to the fact this never would have happened if i got the correct item. After this, Amazon requested that I provide identity verification to continue with an internal investigation, which I dont feel comfortable with this company having. I understand that things happen like packages going missing, which is not directly Amazons fault (though I believe they should handle returns on their deliveries), but I am extremely frustrated with being sent the wrong item and then being asked to provide identity verification afterwards. This is an extremely powerful company and I dont need them having any more information on me.
Customer Answer
Date: 12/13/2023
Order number above
Business Response
Date: 12/14/2023
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: 12/14/2023

Complaint: 20999201

I am rejecting this response because: Once again, I am unsure of how my personal identity/photograph is needed for a return. I am moving on but i do not agree with the decision. I dont think i should have to provide my personal image to this massive company, under any circumstances. The canned, platitudinous response from Amazon gives me zero faith that any further remediation will have meaningful outcomes, so i do not wish to pursue this further. i do however, wholeheartedly reject the decision.

Sincerely,

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

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