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

58,063 total complaints in the last 3 years.
21,724 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:Customer Service 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 have been a customer for many years with ********************** and never had issues with my orders or receive refunds on returns . I have started a business over the last 6 months and have needed a lot of materials and I did over buy to be safe. I have a lot of orders and a lot of them went back as well. Recently I have returned multiple orders to which Amazon has confirmed receiving and have went as far as processing the refund. However they are holding my refunds and requesting personal information such as sending a picture of my id , which I refuse to do and feel like I shouldnt have to give personal information especially if they already received the items. A lot of the orders I have requested refunds I have written down , if the order number provided reflects a lesser refund request amount than the actual order price is due to some or all items werent all returned and am only requesting a refund on items that were sent back ! * 112-9024784-5107412 ??$52.92 * * 112-3698858-7945833 * ****** * * 112-3950693-4309044 * ****** * * 112-4760509-1405036 * $538.74 * * 112-7330255-3353846 * ***** * * 112-4595662-0971418 * ***** * * 112-6211457-0968218 * ***** * * ?112-1297117-0305818 * $118.50?Also attached are messages with Amazon associates confirming they have received all returns and have went as far as to process the refunds for the orders to original payment method 5-7 days but are now held back over requesting personal information.
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 items.

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

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 from link sent to your registered email address on December 7, 2023 for Order 112-4760509-1405036 so our team can investigate further.

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.

For Order 112-9024784-5107412 and 112-1297117-0305818 we do not see any return label generated. Without a return label we are unable to process refund.

For Order 112-3698858-7945833, I see 3 items were returned and were all refunded on November 27, 2023 (GA Grow Tent 96"x48"x80" - $150.84; VIVOSUN Digital PH Meter for Water - $10.72; 6 in. Wide Lip Bucket Basket - $32.39)

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

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

As for Orders 112-3950693-4309044, 112-7330255-3353846, 112-4595662-0971418 and 112-6211457-0968218, these do not have initial return scan and please note, once the carrier has received your return package, please allow up to 30 days for your return to be processed and to receive your refund.

If you don't hear from our ************** by January 7, **** please write back so we can find out what happened.

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: 12/14/2023

Complaint: 20990764

I am rejecting this response because: I will not be providing my id , so please refund the orders that need to be refunded. The items have all been sent back so please do your due diligence. I have read and received the message however I do not agree to providing Amazon any information, refund the money and disable the account if deemed necessary.

Sincerely,

*****************************
Initial Complaint
Date:12/11/2023
Type:Sales and Advertising 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 a couple of Birthday gift sets, in October however when they arrived both were defective, I returned both of them and have proof that they were picked up and *** delivered to Amazon dock, How ever a many weeks later I received an email from amazon to return them, I called and spoke with customer service and the agent *** whom I spoke with confirmed they had been returned and that she had fixed the error that was on their end and assured me I would not be receiving another charge again for these items, (I have the email she sent me) about 5 weeks later Amazon sent me another email saying they did charge me again for this gift box. When I called and explained to amazon customer service that i had the receipt and also a amazon customer service agent also confirmed they had the items back and the error occurred on amazons end, however the supervisor told me he would not give me a refund for the 2nd time they charged me for this gift box until i upload my personal identification to their third party and would not tell me anything about this third party who or where they are. what a red flag when a company ask for customers information to be uploaded to a third party, what is the reason for this, I have always done a lot of business with amazon and never had any issues with them until they are putting unauthorized charges on my credit card and telling me they will not credit it until i send this third party company my personal identification ID that sends a red flag. The supervisor i spoke with ************ at customer service said that the items I have returned and have been refunded for Amazon can start charging my credit card even thought there is proof it was sent back to amazon, and they have the merchandise. this will force customers to send their personal identification ID to this unknown third party. I have never had any other issue so not sure why amazon is risking their customers identification with this, I would just like my refund back, I sent back the defective items and I am not sure what unusual activity is going on with my account they wont tell me. no one but me uses my account, I do not wan my information on a list in another country or going to send to an unknown third party as the email states. . That is very concerning and scary that this is happening. Why Amazon wishes to do this to their loyal customers is not good.
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.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number and item name pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 12/13/2023
ORDER # 112-3933520-4857815
October 11, 2023
In this order there were several items, of this order two were defective, the cards were misprinted and backwards. they were returned on the same return amazon sent me on October 21st
There was not a problem a refund was issued and received on October 21st. Amazon received the return at the dock on Nov 10,2023.
Then I got notice on Nov 25,2023 to return items, I called customer service to prove they were returned on time and I was told that there was some problems with the processing be backed up and not to worry the auto system that sends out the messages it not always caught up with the processing center and again not to worry, I would not be charged for this return. This customer service lady who was nice put me on hold did some checking and then confirmed that amazon did receive the items back. she told me she would email me this information, I have email confirmation in regards to the conversation I had with Amazon customer service assuring me that i do not have to worry about this, she had fixed it.
On December 10th I received another email message that Amazon charged me again for this return. When i contacted Amazon about this, I was transferred to a supervisor, who refused to refund, even if i had proof that the items were returned and documentation from amazon customer service not to worry about this she has confirmed items were received and assured me i would not keep getting charged for this. I was so shocked and confused with this, the amount of business i gave amazon and always had good dealings with amazon never had any rude agents or problems until this fraudulent charge again, my trust with amazon is just broken and for this supervisor to be so rude, unknowledgeable or helpful just creating more issues and problems even after i had provided enough proof that amazon received the gift boxes and i should of not of been charged again. and after receiving an email from Amazon customer service apologizing for the issue and mistake on their end and assured me I would not have to deal with this issue that it had all been taken care of.
You can find all the notes and emails in my account for this order.

Business Response
Date: 12/17/2023

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 that you have been re-charged for the returned item Jumway Not A Day Over Fabulous Mug Gifts Set- Birthday Gifts for Women - Funny Birthday Gift Ideas for Her,Friends, Coworkers, Her, Wife, Mom, Daughter, ******* **** Ceramic Marble Mug 14 Oz .

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.
On Oct. 1, 2023 I ordered 2 pillow covers from Amazon totaling $14.47 and paid with a credit card, order # ***-5891127-9869834. On Oct. 18, 2023 I returned these pillow covers at a *** store with a prior approval code from Amazon. I received a refund of $14.47 on Oct. 19, 2023 from Amazon. I was recharged for these same pillow covers on Dec. 7, 2023 in the amount of $14.47. I contacted Amazon and I was told that while they said they did not receive them, they in fact had received the covers and would issue a credit again. I then got an email requesting I send proof of ** in order to receive the credit for merchandise I had already returned. I do not feel comfortable sending sensitive information to Amazon for a return that I requested go back to the original payment. I have proof it was returned, Amazon acknowledged it was returned and I want the refund back to the original payment method, I don't understand why they need proof of my **, nor do I feel safe transmitting it to them. I am hoping that you can help resolve this, as no one at Amazon is willing to address why the ** is needed given all the facts I have laid out. Thank you.
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 #***-5891127-9869834 regarding refund for the charge.

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: 12/15/2023

Complaint: 20990669

I am rejecting this response because: I find it totally unacceptable that I must submit sensitive ID Information for a credit to my original payment method. I have been ordering and returning for years and have not had a problem. I did go on the Amazon site to see what had to be done to submit my ID, should I decide to do it and I received this message. The message was dated December 11, 2023, within the 6 days allowed to submit.
Identity Verification
No identity verification requests found
There are no identity verification requests pending review

Issues with the form? Contact us.
Need help? ****************************** Read our conditions of use and privacy policy.
1996-2023, Amazon.com, **** or its affiliates.
So even though Amazon wants me to submit this and it is within the 6 day window, I couldn't submit it even if I wanted to.

Sincerely,

**************
Business Response
Date: 12/27/2023
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.

As part of investigation the requested information needs to be submitted so that the team can work on it and help you in resolving the issue.

If you are facing issue while submitting the requested information through link, you can contact our customer service team so that they can check and help you accordingly.

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:Customer Service 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 called headquarters to complain about service I have been receiving lately from Amazon. Was met with a very rude receptionist who told me I need to mail my complaint to a P.O. Box address in *******. When I questioned why I cannot speak to someone I was advised that have no phone number. Umm ok I have many late orders. Missing orders. You speak to a virtual customer service rep. **** you that you that you need to wait days to receive refunds. Gift cards were to arrive Dec 9, late. Told I have to wait until Dec 12 to get my money back. Over 150$. Why ??
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.

Im sorry to learn about the problem with your recent order with us. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

I hope this helps! Have a great week ahead!

Regards,

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

Customer Answer
Date: 12/13/2023
Attached pic of order number and items. **** gift cards
Business Response
Date: 12/19/2023
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 the gift cards are now marked as delivered.

I surely sincerely apologize for the inconvenience caused to you.

I have also forwarded a relative feedback on the same to our internal team so that they can review this further for you.

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:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I completed two large transactions (one on prime day and one a few weeks later) and returned a large portion of items. I kept my return tracking numbers and called Amazon after not receiving my refund after 2 weeks. They said they were backed up due to prime day and would need 31 days to complete my refund. I called back after 31 days and they said they needed more time. I called back over 50 days later and they confirmed they received my items but did NOT process the refunds and that they needed my ID. After weeks of calling and weeks of having my items in their possession, Amazon kept my items AND my money. Only because I consistently followed up did they send me a request to submit my ID information to process the refund. Had I not kept calling, Amazon would have stolen over $1000 dollars from me by keeping my returned items and not refunding me. Now I have to provide further personal information for them to refund the amount I am ***********?? They are stealing money from customers. When I said I wanted to speak to a supervisor, the associate I was speaking to said if they transferred me to a supervisor then they couldnt send me the email requesting my ID and couldnt process the refund. When I was finally connected to a supervisor, I asked what would have happened if I hadnt called back, because keeping the items and my money is theft. The supervisor pretended not to be able to hear me for 4+ minutes so that I would hang up and they could avoid the question. When I didnt hang up and they finally rejoined the call, they still wouldnt answer my question. Amazon is stealing from people and there is no way to submit a review to warn others, as any reviews that mention customer service get deleted by the company
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'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.

Regards,

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

Complaint: 20990617

I am rejecting this response because it does not provide any assistance to my complaint. The email I used here is the email used on my account, so they have access to all relevant information. Despite returning the items and Amazon confirming having received the items, the company has not refunded me. This is theft. The orders in question requiring refunds (as noted in customer service correspondence on my account) are the following:

114-9576817-6327451 - Amazon owes me over $113 for the returns from this order.

114-7998307-6361850 - Amazon owes me over $419 for the return of all items in this order.
Despite returning the items (all curtains (sheer and colored), alarm clock, one gratitude journal, bread illustrated cookbook, outlet covers, litter mat, and door locks), and Amazon confirming receipt of having received such items, I have not received refunds from order 113-3614087-7407455. Amazon owes me over $694 for these items.
Overall, Amazon has confirmed via phone receiving these orders after I provided all relevant shipping and tracking information. The Company is illegally withholding over $1,226 worth of my funds after they have already received the returned items. I have spoken with customer service four times about these returns and keep getting the runaround. Amazons withholding of these funds is illegal and appears to be a new and frequently used strategy by the company. I will continue to escalate this complaint until I receive my money. In addition to withholding my money, this process has now cost me hours of my time. This is ridiculous.

Sincerely,

Makena ******
Business Response
Date: 12/16/2023
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'd like to confirm appropriate refunds were issued.

XXXX7451 - Total refunded:$115.02
XXXX1850 - Total refunded:$13.70
XXXX7455 - Total refunded:$276.61

Regards,

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

Customer Answer
Date: 12/17/2023

Complaint: 20990617

I am rejecting this response because:
I have now received the $115.02 refund for order ****, the $13.70 refund from order ****, and the $276.61 refund from order ****. This still leaves over $405 outstanding that Amazon owes me for order **** and over $418 outstanding that Amazon owes me for order **** for items that youve already received. You are required by law to refund me for these returns upon receipt, and many weeks have passed since you received them. I have provided a copy of this transmittal to the BBB.

Sincerely,

Makena ******
Business Response
Date: 12/24/2023
Hello Makena,

I'm ***** from Amazon.com. I appreciate you taking the time to respond to us.

All Returned November 6, 2023 - 30 Days = December 7, 2023

Order #XXXX7451 - All items returned under this order number have been refunded

Monday, December 11, 2023 at 10:52 AM (PST) $4.21
Monday, December 11, 2023 at 10:52 AM (PST) $110.81

Total refunded $115.02 - Visa

Order #XXXX1850 - All items returned under this order number have been refunded
Sunday, November 5, 2023 at 12:51 PM (PST) $13.70

Tuesday, December 19, 2023 at 12:32 PM (PST) - Remainder of refunds issued

Total Refunded $419.30 - Visa

12/11/2023 - email sent requesting photo ID

Order #******** - All items returned under this order have been refunded
Sunday, November 5, 2023 at 1:13 PM (PST) - all refunds issued this day
Total Refunded $276.61 - Visa

All returned orders in these 3 orders have been refunded. We're unable to see any outstanding refunds. Return processing time is up to 30 days for returns, as per returns policy on our website.

Once the carrier receives a return package, it can take a while to arrive at our returns center. We ask that customers wait 30 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

When a photo ID is requested, a customer is advised it can take up to 3 business days for us to finish our investigation, and is advised to please contact us back after those 3 business days have passed.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/11/2023
Type:Customer Service 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 placed and order of several items. One of the items spilled in the package and ruined the other items as well. I contacted amazon live chat to ask for a replacement or refund. They then emailed me asking to upload my photo ID due to abnormal activity on my account. I should not have to give this personal information for a mistake that they made.
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 #***-5881116-7910614 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
*****************************
Initial Complaint
Date:12/11/2023
Type:Sales and Advertising 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 a PS5 and a set of satin pillowcases by kitsch, the package came ripped apart and broken and looked like they were used so I sent the order back. I received a refund for the PS5 but are holding the refund for the pillowcases;however, they have had the return back at their facility since November 28 2023. ( I have a photo)
Customer Answer
Date: 12/11/2023
this is what I returned and shows they have had it back since November 28 2023. it would not upload on the original complaint
Business Response
Date: 12/13/2023
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
this is a screen shot with what was ordered the total and the order number and the email address is *******************************.
Business Response
Date: 12/17/2023
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 #***-9650222-7315408 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: 12/17/2023
I want my money back. this is a scam.
Customer Answer
Date: 12/20/2023
the BBB is horrible there is no point you being around I will never go through you again nd I am glad we decided not to join the BBB. YOU ARE USELESS.
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 returned an item to Amazon and they are refusing to refund me unless I send them a copy of my Identification. I called them and told them I dont feel comfortable handing over my personal information in order to get a refund for an item I returned weeks ago but they are refusing to give me any other options.
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 #***-7387377-6231406 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: 12/12/2023

Complaint: 20990493

I am rejecting this response because:
I should not have to risk my private personal information being stolen or misused online. Amazon does not need my Identification to issue a refund. Amazon has the item back and Amazon has my bank account information and that is all they need to issue a refund. I will not provide my private information to an unknown third party that could potentially misuse my information. And Amazon has not explained exactly why this is necessary to issue in order to issue a refund. How does not having a copy of my Identification stop them from issuing a refund?

Sincerely,

***********************
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 ordered the SARUFO Reptile Terrarium for $71.01. When it arrived at my house it was shattered. Ive talked to amazing chat and amazing call support. Amazon is not refunding me and they are requesting outrageous private information from me just to get my refund. The order number is #***-6321988-6583414
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: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 sent a few items back to Amazon. The *** return shipping label shows it was received almost a month ago. Their website shows it was received and I was to get my refund by December 6, then on December 6 it changed to December 9 and then again to December 16. So I called Amazon customer service on December 9 to find out where my refund was. I was told to get my refunds I needed to send my government issued ID. I am not comfortable sending my private information to get a refund that I rightfully deserve. I was told if I didnt then I wouldnt get my money back. Im respectfully asking the BBB to step in and help me to get my money back for the returns Amazon received.
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 #***-8420889-9329814 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
*****************************

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