Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,048 total complaints in the last 3 years.
21,717 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:12/11/2023
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 order created on May 31st, 2023. Order# ***-7870095-***6641 *** Tracking 1Z6E55409064904589 (for the returned item) I also have proof of my receipt of dropping the item off at *** Received the item in damaged condition after being shipped on November 3rd, 2023. Started a return process and returned on November 10th, 2023. After waiting over 30 days, I contacted Amazon regarding the status of my refund that I was owed. At this point, Amazon told me that I had to provide a government issued ID in order for them to proceed. I have seen that there are many class action law investigations into Amazon for this after being requested to provide personal data. This new requirement of having to provide government issued ID after I made the purchase and after I returned the item is unacceptable. Since I am not comfortable providing my personal information to Amazon for no reason, I am reaching out to BBB to see if there is anything I can do. Amazon is even refusing to provide me with the item I paid for. So at this point, Amazon is keeping my money and the item that money used to pay for, and using my ID as ******.
Business Response
Date: 12/13/2023
Hello *******,

I'm Vishal 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 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,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/13/2023

Complaint: 20991403

I am rejecting this response because, I have already submitted the returned item in the condition in which it was shipped to me. If Amazon is unable/unwilling to issue my refund without obtaining my personal information, please have the item that I returned to Amazon shipped back to me. As of the moment, Amazon is holding both my money and the returned item and using my ID as ******.

Sincerely,

Anthony
Initial Complaint
Date:12/11/2023
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.
Order number 113-5667103-3657051. amount for $344.50. Submitted return with all correct information on November 25, 2023. No refund as of this writing. Contacted customer service and was told to submit a photo of my id to be considered for a refund. **** information says they have the item as of November 25, 2023. Amazon rep said I may not get a refund?? It is not my fault that **** either lost product or was stolen while in their possession.
Business Response
Date: 12/12/2023
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 #***-5667103-3657051 regarding refund for the item.

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: 12/13/2023

Complaint: 20991387

I am rejecting this response because:
I already submitted a photo copy of my I.D. Also, how am I responsible for an item that was lost or stolen while in transit via ***** Amazon provided the mode of delivery for this item. I followed all procedures and policies for this return.
Sincerely,

***********************
Business Response
Date: 12/15/2023
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I see that you are referring to the order #***-5667103-3657051 regarding refund for the item.

Once submitted the requested information, the team will work on it and investigate the issue.

Based on the investigation the team will share the information to you directly to your registered email address.

I request you to wait for the investigation to be complete so that the team can help you with further information.

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

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

Customer Answer
Date: 12/15/2023

Complaint: 20991387

I am rejecting this response because:
I already submitted all of the information required. Its been more than three days from when I gave you my information, including copy of my ID which I felt was unnecessary. I have spent thousands of dollars at Amazon and to be treated like this is unacceptable. Again, it is not my fault that I returned an item that was never used and **** (which is the mode of transport that Amazon provided) has a record of it being in its possession; yet no status of where it is for more than 2 weeks. I am sure you have checked the tracking number as well. I will not be satisfied until I receive my money back to my initial form of payment.

Sincerely,

***********************
Business Response
Date: 12/19/2023
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 #***-5891127-9869834 regarding refund for the charge.

Based on account details, I see that our team not yet received the id proof. Usually once you submitted the proof our team will send you a confirmation email.

I request you resubmit the requested information through the link which you received to your registered email address.

Once the team received the information they will check and help you further.

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

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to bring to your attention a matter of significant concern regarding my recent order, placed on November 14, 2023, and delivered on November 16, 2023 (Order ID: ************************* receiving the delivery, I was shocked to find the package empty. Immediately, I reported the issue to Amazon, and a thorough investigation was conducted over a period of three days. Subsequently, I received and duly completed the affidavit letter as per your instructions, leading to the acceptance of my refund request.Regrettably, shortly after the acceptance, the refund processing was abruptly canceled. This sudden change has left me in a state of confusion and frustration, as the initial acknowledgment of the issue led me to believe a resolution was underway.I understand the complexities involved in such matters, and I am eager to work together to reach a fair and satisfactory resolution. The empty box I received is a matter of genuine concern, and I believe in the integrity of the investigation process.I kindly request a thorough reevaluation of my case and a reconsideration of the refund denial. Your prompt attention to this matter is crucial, as I am left without the product or the refund.Please feel free to reach out if you require any additional information or clarification on my end. I appreciate your understanding and assistance in resolving this issue promptly.Thank you for your time and attention.
Business Response
Date: 12/22/2023
Hello *****,

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

You'll need to contact our partner site, ***, for more information about this Order issue, as our international websites operate independently. You can contact them directly at:

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

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 12/23/2023
this is my order detail on amazon. i received an empty box. Please help me with refund/replacement
Initial Complaint
Date:12/11/2023
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 November 6, 2023 I purchased a stroller from Amazon.com, branded Baby Jogger. I then decided to return the item as I had purchased a different stroller a few days later from Amazon.com as well. I arranged for *** to pick up the box from my home and be delivered to Amazon, which was per confirmation from ***, delivered on November 21 to Amazon.To date, I have reached to Amazon at least 30 times (via phone and chat) and nobody is able to tell me how they will resolve this refund. First, I was told Id see it within ********************************************************************* they had disposed the item and now they are saying that the item they received from me is not the stroller I purchased. Nobody is able to tell me what item they received either. Now I have charges from Amazon for 2 strollers, and only 1 stroller in hand.I also have video evidence from my RING camera of the date when *** picked up the item, and all the back and forth emails between Amazon.com and I.I hope the BBB team can help me sort this out. Thanks.
Business Response
Date: 12/13/2023
Hello *******,

I'm Vishal 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 email regarding an order placed on our website.

Upon reviewing I could not locate the order number in the complaint.

Hence I request you to please reply to this email with the order number so that I can review this further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Business Response
Date: 12/13/2023
Hello *******,

I'm Vishal 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 email regarding an order placed on our website.

Upon reviewing I could not locate the order number in the complaint.

Hence I request you to please reply to this email with the order number so that I can review this further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/14/2023
I just attached a picture of the order including the order number which is 111-7688520-7605843
Business Response
Date: 12/17/2023
Hello *******,

I'm Vishal 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 email regarding an order placed on our website.

Upon reviewing I can see that our internal team has reviewed this and below is the response from them :

" I am sorry for the issue you've faced with the order #***-6813018-7015459

An email was sent to you on December 9, 2023 at 11:52 PM (PST) with Subject line "Your Amazon.com Inquiry" from ****************************.

Please reply back to that email for the issue you are facing. "

I request you to please reply to the email sent by our internal team so that they can review this further for you.

I hope this helps! Have a great week ahead!

Regards,

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

Complaint: 20991190

I am rejecting this response because I have already not only responded on Dec 9, but attempted to resolve this on Dec 11, and even called the customer service line multiple times until speaking with a manager who admitted that couldnt help me and didnt know why I wasnt refunded.
This is the same response Ive been receiving from Amazon and the reason why I opened this case with BBB.

Sincerely,

***************************
Business Response
Date: 12/26/2023
Hello *******,

I'm Vishal 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 email regarding an order placed on our website.

Upon reviewing I can see that our internal team has reviewed this and below is the response from them :

" I am sorry for the issue you've faced with the order #***-6813018-7015459

An email was sent to you on December 9, 2023 at 11:52 PM (PST) with Subject line "Your Amazon.com Inquiry" from ****************************.

Please reply back to that email for the issue you are facing. ".

Here as informed already I request you to please reply to the email sent by our internal team so that they can review this further for you.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
***********************************

Customer Answer
Date: 12/26/2023

Complaint: 20991190

I am rejecting this response because I have already stated I have reached out to this email address however I was declined any further assistance. Please tell me what I need to do here.

Sincerely,

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

I'm Vishal 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 email regarding an order placed on our website.

Upon reviewing I can see that our internal team has reviewed this and below is the response from them :

" I am sorry for the issue you've faced with the order #***-6813018-7015459

An email was sent to you on December 9, 2023 at 11:52 PM (PST) with Subject line "Your Amazon.com Inquiry" from ****************************.

Please reply back to that email for the issue you are facing. ".

Here our internal team is the one that reviews this, we can only confirm that we have sent this message but will not be able to take further actions or change their decision.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
***********************************
Customer Answer
Date: 12/28/2023

Complaint: 20991190

I am rejecting this response because I have already reached out and nobody has been able to help me. This is the 3rd time Im responding here. Can someone from BBB intervene? This feels like a joke.

Sincerely,

***************************
Business Response
Date: 12/29/2023
Hello *******,

I'm Vishal 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 email regarding an order placed on our website.

Upon reviewing I can see that our internal team has reviewed this and below is the response from them :

" I am sorry for the issue you've faced with the order #***-6813018-7015459

An email was sent to you on December 9, 2023 at 11:52 PM (PST) with Subject line "Your Amazon.com Inquiry" from ****************************.

Please reply back to that email for the issue you are facing. ".

Here as informed our internal team is the one that reviews this, we can only confirm that we have sent this message but will not be able to take further actions or change their decision.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
***********************************

Customer Answer
Date: 01/08/2024

Complaint: 20991190

I am rejecting this response because: I think theres a misunderstanding. My concern is about order 111-7688520-7605843 which relates to a stroller. Please help asap.

Sincerely,

***************************
Business Response
Date: 01/16/2024
Hello,

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

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

Upon reviewing this I can see that our internal team has reviewed this It appears that our return center did not process the item in which the return was created for.

If you'd like to create a new return label you can do so on the order detail page in 'Your Orders.'

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

The return window for this item expires on February 5, ****. After this time, we're no longer able to accept the return of the correct item.

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

To appeal, please reply to the email you received on December 9, 2023 at 11:52 PM (PST) with the Subject Line "Your Amazon.com Inquiry" from **************************** advising you of the issue with your return.

The specialist team will contact you within 3 days (72 hours) once your email is received.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
***********************************
Customer Answer
Date: 01/16/2024
Dear BBB,
Today I have sent another follow up, this is probably the 10th email Im sending. Ill await a response and hope theyll be able to resolve this but they still havent.
Initial Complaint
Date:12/11/2023
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.
ORDER # ***-5456746-7630662 ITEM: Yiisonger Magnetic Wireless Portable Charger, Foldable 10000mAh Battery Pack with USB-C Cable LED ******** ******************* 22.5W PD Fast Charging for iPhone 15/14/13/12/Pro/Mini/Pro Max(Black)AMOUNT: $35.92 ************ FOR REFUND: ********, ******** I returned this item, on November 19th, 2023 which I sent via prepaid *** label provided me by Amazon which I have attached as proof (TRACKING #: 1Z E93 W51 90 **** ****). It was received by the merchant on November 21st. I am still waiting on the refund for this other item. Amazon is not refunding my money, although they have the item back in their possession, which is illegal. They are requesting wild, private information for me to receive my return, which I don't feel comfortable sharing with them.
Business Response
Date: 12/14/2023
Hello *******,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item 2 x Yiisonger Magnetic Wireless Portable Charger, Foldable 10000mAh Battery Pack .

Upon checking I see that the refund of $35.92 was already issued for one item on November 25, 2023. I've issued a refund of $35.92 for the second item to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

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

Thank you for your patience and understanding.

Regards,
Pratap
Initial Complaint
Date:12/11/2023
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.
Hi, I recently returned an item to Amazon and was not seeing a refund and contacted customer support about it with the tracking number showing received by Amazon. They sent me an email asking for private information which I am not comfortable providing to them as in their policy they say they can share with third parties which I am against it. So now they are not refunding the item money which is about $120.05 and I have a few more returns waiting for payment to done to my credit card. hope you can help , Email below I received and invoice attached. drop off packaging slip attached too Hello,Thank you for contacting Amazon.com **************** for Order *************************** we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund or replacement. We may also request additional information before granting your request.You will receive second email with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.Thanks for your understanding.Best regards,
Business Response
Date: 12/13/2023

Hello ******,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item 2 x ****** & ***** ****** Superfresco Easy Charcoal Black Wallpaper.

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Initial Complaint
Date:12/11/2023
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 bought some stuff from Amazon and it arrived too late. I returned the items in a timely manner and was told my refund would happen after a certain date. They received the items but kept extending the payment date. Months have gone my and they asked for copies of my social security card and photos of my IDs I said no return to my card on file and they refused until I give them my private documents. I never signed a contract to give that information. They have my money and the products.
Business Response
Date: 12/13/2023
Hello *****,

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

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

Upon reviewing I 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
*****************************
Initial Complaint
Date:12/11/2023
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.
On 12/10/2023 at 8pm I was informed by Amazon via chat and on 12/11/2023 at 9:30am by phone, my ability to obtain refunds on products I have already returned will be suspended until I send them a Government ID card with photo to use themselves and with third parties to "Validate Identity".Since Amazon.com has never had a copy of this, there is not a way for them to validate my ID with seeing one now. I do not feel comfortable with Amazon collecting and sharing such information as my age, race, SSN, US Passport number, State DL number, physical description, and/or my donor status. They have successfully validated my ID for chats and phone calls by sending text messages and asking for account information. I would like your help to have Amazon stop insisting I need to share this level of personal information about myself to obtain refunds they already agreed to. I have shopped with them for over 20 years and I have never had this happen. This feels like corrupt business behavior. They are refusing to give me money, they have already agreed to, until I do what they want.
Business Response
Date: 12/13/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

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

Complaint: 20990925

I am providing additional account/refund information requested by Amazon.
Remedies needed:
1) $318.49 refund to Amazon account/gift card immediately
2) Emailed return receipts (3 total receipts for 4 items), update in return status on Your Orders page, and processing of $301.63 refund to original payment method within 7 days.
Per Amazons written policy/contract (below) I have not been provided with an emailed return receipt, updated return status on the Your Orders account page, or refund to Amazon account/gift card for the returns listed below. I have *** receipts and verbal confirmation from Amazon customer service that all items have been accepted for refund and logged into the *** system.

"Show the return code below on your mobile device to an associate at THE *** STORE, who will scan the ** code, pack, and ship your return. We'll email you a return receipt. You can always view your return status from Your Orders."
ORDER # ***-0782653-1575434: Two of the items (****** Women's ******* GTDS 23 and ****** ***************** 23) were logged into the *** facility on 12/08/2023 per Amazon having "accepted your return request" for a refund to my Amazon account/gift card with 2-4 hours after *** checking and logging in the items. REFUND (including 6.2% tax) DUE: $318.49.
Orders #***-0782653-1575434 (Haflinger GZ Clog, Black) and # ***-6421669-1312242 (Haflinger *************, Tan) were accepted for return/refund to original payment method (Amazon ***** on 12/12/2023. Both items were logged into the *** facility on 12/13/2023 per Amazon's policy. This return has not generated the promised return receipt or been updated in the Amazon "Your Orders" system as "return in transit" Total refund due to **** will be: $301.63 and should be posted within 7 days from 12/13/2023.

Thank you for your prompt attention to correcting these errors. Per my original complaint, I will not be providing Amazon and its interested 3rd parties with a copy of my drivers license or passport. To reiterate, the personal identifying information in these documents are not capable of verifying my identity as Amazon currently has zero of these details already. Withholding pre-approved refunds and account updates to gather irrelevant personal verification data is against Amazons own policy and a subpar/possibly fraudulent business practice.

Sincerely,

***************************;
Business Response
Date: 12/28/2023
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 BBB complaint and I understand your concern with regards to the refund on the items that you've returned.

Order - XXXX5434 |
****** Women's Adrenaline GTS 23 Supportive Running Shoe - Refunded on : Tuesday, December 19, 2023 $148.63 - Refunded As Gift Card balance.
HAFLINGER GZ Clog - Black, 38 - Refunded on : Monday, December 18, 2023 $149.89 -- Refunded to Visa.

Order - XXXX2242 |
HAFLINGER **** Clog - Tan, 38 - Refunded on : Monday, December 18, 2023 $151.75 -- Refunded to Visa
Digital Decor Set of Two 100% ************ Down-Alternative - Refunded on : Friday, December 15, 2023 $19.11 - Refunded As Gift Card balance.

Returns received by carrier on December 13, 2023, and December 15, 2023 + 30 days = return processing time. As cited under our returns policy on our website. Once the carrier has received your package, it can take up to 30 days for us to receive and process your return. Check on the status of your return by visiting:

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

You can find information about returns and refunds by visiting: *******************************************

All returned items from both orders have been refunded.

Regards,

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

Customer Answer
Date: 12/30/2023

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:12/11/2023
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 refusing to refund an item I returned - see email below:Thank you for contacting us regarding your order 112-9547604-4619403.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. We may also request additional information before granting your request.How will you verify my identity?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:************************************************************* I am not comfortable sending my identification and refuse as I returned the item the same day, it was received by the seller and now they are refusing to refund. I have never had any issues or fraud with my account .
Business Response
Date: 12/13/2023
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 returned item from Order 112-9547604-4619403.

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. Please submit your ID in link sent to your registered email address on December 11, 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":
*****************************************

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

Regards,

Sahitya
Amazon.com

**********************************;
Customer Answer
Date: 12/13/2023
Amazon is continuing to offer the same response. This is unacceptable as I have never had any issues' with my account , this seems to be a stall tactic on their.
Initial Complaint
Date:12/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon is requesting to violate my privacy rights by trying to force me to show them my ID in order to receive a refund even after I followed their instructions. They deemed my product non-returnable and told me I did not need to show my ID in order to continue business with them. However, when a separate event arose in the future and I wanted to start a process to return an object for a refund, they would accept the return but wouldnt process a refund until they got my state ID. This was in retaliation because I have received refunds in the past for their mistakes and rightfully so. They consistently package the cat food in a box without air bags because it fits perfectly in the box, so it sacrifices the integrity. This doesnt just happen with cat food. Many of their items come damaged and broken because of their poor packaging and they say they are non-returnable even if I want to give them back, that should not be held against me when I ask for my money back. I show them pictures of the damage, with my initials and date. I have told them this is in violation of the law but they refuse to listen. They claim my account has suspicious activity and thats why they need my ID but they still allow purchases from the same account, so that makes no sense
Business Response
Date: 12/12/2023
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.

I have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research.

You can look up your orders online through Your Account ***********************/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 12/13/2023

Complaint: 20990799

I am rejecting this response because:
Amazon did not answer anything, they are merely asking for a confirmation. What kind of process is this (and Im talking to you Better Business Bureau) where you suggest to close the case based off of their first and only response given and it wasnt even in direct response to this fake hold on my account. They claim there is suspicious activity on the account and cant refund me, but yet they still allow purchases to be made. Again, they should not be requesting state identification. I want this arbitrary hold over my account and refunds lifted.
and then they just flat lied in the response, because my account is clearly attached to the email provided in this complaint. So Im going to need you all to put some pressure on them because this isnt acceptable.
I do not appreciate this company and its sneaky tactics to try and remove BBB from this process by emailing me directly. There should be measures against this.
This is the email I sent them. Please do not allow them to communicate with me outside of this complaint platform again. Thank you
[order ID]
The pictures I showed you all on 11/6 of the product being dented. I told you guys a long time ago to send packages with air bags so the cans stop getting dented in transit. The box you send the it in is exactly the same size as all 4 cat food boxes - which obviously if there is no protective packaging inside will cause it to get damaged. They were dented, by the time I wanted to feed them to my cats they had spoiled and the cats wouldnt eat them. As I mentioned before, about 2 boxes of cat foods worth was dented. I only asked for a partial refund for the ones that were dented, but you all put some phony hold on my account over suspicious activity yet still allow purchases to be made, just not refunds.

I will be sending this message through BBB as well. Please allow all future messages to go through them for this case moving forward.

Best,

Sincerely,

*********************************
Customer Answer
Date: 12/13/2023
114-2827529-2166604
this is the order number and my complaint is also about the account. Please do not ignore the issue of the arbitrary hold on the account.
Customer Answer
Date: 12/14/2023
Hello,

I see that the concern investigation team already shared you the information regarding the issue. And as part of investigation they requested you to share the information.

Please respond to that email, once they receive the requested information they will check and help you with it.

I hope this information helps you. We look forward to see you soon.

Regards,

Mahendra

this was an email I received from Amazon directly to me and not on here, the BBB website.
they should not be responding to me directly. That is why I am coming through you all for help. They are obviously speaking extremely vaguely and making no reference to the actual regulations of consumer law they are attempting to circumvent and avoiding posting their responses through here. Please help and stop letting them respond.
BBB, what is the next step?

Business Response
Date: 12/16/2023
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 #***-2827529-2166604 regarding refund for the order.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

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

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

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

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

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

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

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

Complaint: 20990799

I am rejecting this response because:

This is a non-answer. When I made my purchase on 11/1 and asked for the refund on 11/6. They gave me the same information that if I chose not to continue with this case I could still shop on Amazon but I just could not get a refund on that specific order. That is false.
I scheduled my prime membership last month to stop on 11/18, but their system still charged me. When I asked for a refund for this, they offered me the refund but told me I could not get it until I sent in an ID. Why would they require an ID to refund money for a prime membership that has been active for months?
The rules are arbitrary and consistently violate biometric laws. Amazon is even being sued right now for invasion of privacy because it has been scanning users photo uploads and creating biometric profiles of them.
If according to you there was suspicious activity on my account then why still allow purchases but no refunds.
BETTER BUSINESS BUREAU - what are you good for?
Customer Answer
Date: 12/16/2023
Like this for example - I made this order and asked for cancellation the day I made the order so less than 12 hours after making it. I called and chatted every day since 12/11 to have them cancel the order but they said they could not because it was in advance stages of shipping. The item still says preparing to ship and its been the same since. They are just flat out liars and are stealing money.

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