Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

59,609 total complaints in the last 3 years.
21,563 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.
ORDER # ***-6814524-0251419 I have purchased an Apple Watch on November 8, 2023 but decided the wrist band was too small. On November 12, I dropped off the Apple Watch at an official Amazon return location and have confirmation that it was properly dropped off. After a few weeks, I noticed I did not get a refund. When I checked my account, it says: "Return maybe lost. Return not received: Your return is likely lost in-transit. Don't worry! Our **************** can help you regarding the refund"When I reach out to Customer Support, they keep claiming they need to see my ** to process the refund. Which I have complied with over 5 different attempts. In every attempt they say the ** is too blurry over the course of three days. They are also threatening that if I don't upload a clear photo, I will not be eligible for support or a refund. They are closing out their chats and refusing to assist.There is nothing I can do as a consumer. I returned the package, dropped it off unopened at an official Amazon return store, why am I being penalized if they lost the package?
Business Response
Date: 12/13/2023
Hello ***********************,

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

I've reviewed your email regarding the refund for return.

Upon reviewing I can see that our specialist team have indeed tried to investigate the return and they wanted to verify your identity and that's the reason they requested ** proof, I've checked their note and they state that they are unable to validate the ** you provided and in this case, I would suggest to upload a different form of ** from the available choices.

Because unless they verify they cant proceed with the return process investigation.

Furthermore, they stated that they couldn't replace the items as they didn't have an option for replacement and were able to process a refund for the whole order.

I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 12/30/2023
Amazon is claiming that due to the fact that the package was delivered to a freight forwarder they can't issue me a refund as the item was in relation to a DELIVERY. This is not the case, this is an issue with a RETURN of a successfully delivered product. I am not complaining about a failed DELIVERY, the package was delivered, it was received. I am complaining I am not getting a refund from the RETURN of the product....My Amazon account shows that the package was lost on the RETURN (not the DELIVERY).... This is unacceptable.
Your order history shows that you have claimed refunds for items that you reported to have experienced delivery issues with. Recently, you reported issues with your order 111-6814524-0251419.
When unusual account activity such as this comes to our attention, we evaluate each account on a case-by-case basis to determine if additional action or account closure is necessary. As a result, we can no longer compensate you for any additional issues with your shipments. If this problem continues, we may not allow you to buy sell on our site.

CARRIER confirmed the **** in your 111-6814524-0251419 was in the box at the time it left our fulfillment center and that the box was delivered to the freight forwarder intact. As a result, we cannot issue a replacement or a refund for this item.
Customer Answer
Date: 12/30/2023
Look at this screenshot from my Amazon portal. As you can see, I successfully dropped off the package as a RETURN (Return not received: Your return is likely lost in-transit)
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 ordered a puffer jacket on 11/23/2023. It never arrived. I later learned it was damaged and not able to be delivered, but I had to reach out to them, otherwise I would still be waiting. I was told what I ordered was sold out in black. It was refunded so I was left to order again more than 2 weeks after the original purchase in a color my niece didnt choose. I ordered again in another color It too hasnt arrived and they have no tracking information or any idea where it is located. Again they are telling me they can cancel and reorder Im traveling in 4 days for the holidays and dont have time for this again. They said the option was cancel and get a refund or reorder. Im trying to figure out what Im paying $140 a year for? Amazon makes billions of dollars off the consumers every year and people like me have no recourse. When I asked for it to be shipped overnight, the supervisor said we dont do that. So now Im waiting for the 3rd time with no guarantee it will arrive.
Business Response
Date: 12/13/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order delivery for Puffer Jacket. It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

Upon review, we see replacement has been created for the same. Kindly, allow us till Thursday, December 14, 2023 for delivery. To compensate for the delay, I've issued a $5 promotional credit to your account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com.

You will not see the credit on your account but you will see the credit applied to your account on eligible order sold and shipped by Amazon at the checkout page under the head "promotions applied". The items "sold and shipped by Amazon" can be found on the website and it will written under the item price.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:12/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was closed due to "unusual activity" according to Amazon. On 10/27/2023, I attempted to place an online order, not realizing that my debit card was locked. The payment issue was declined. I unlocked it once I realized it was locked and attempted to purchase the same items again. My account was flagged for irregular activity. I submitted the information that was requested and was still not given access to my account, although I provided my billing statement, and government-issued driver's license as requested. I have contacted ********************** and spoken with a representative named ****** twice as of 12/11/2023 and have provided my information (name, complete billing address, telephone number) and was told within 24 hours I would hear from the account verification department regarding my account and nothing. I am however still being charged for items on the closed Amazon account. As of 12/11/2023, I have been charged for something that costs $16.11 and then $3.21. ****** said they were not sure what the charges were or why I was being charged when my account was closed, and a supervisor would contact me later. No one has contacted me. I would like verification on why my account was closed and my money back.
Business Response
Date: 01/18/2024
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

We notified the customer of this decision by email on 1/18/2024.

Sincerely,
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 purchased L-Theanine from *********** via Amazon. I received a bottle of L-Theanine capsules, but they are covered in a white powder that is either filler or excess L-Theanine. Because I don't know what the powder is, I can't use the product and essentially wasted $40.00+ that I don't have as Amazon doesn't accept returns to refund my money on this product. When I reached out to the company on Amazon, they completely ignored my message(s). All I want is a refund, nothing more, nothing less. I have provided pictures to prove my claim as well as a copy of the invoice for the product.
Business Response
Date: 12/17/2023
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.

Thank you for reaching out to us.

I can confirm that the refund has been issued on Monday, December 11, 2023 at 3:12 PM (PST)
Refund amount : $43.29

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

We look forward to seeing you again soon.

Regards,
*****
*****************************
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 purchased a Capillus laser cap from Amazon on November 24, 2023. I received it a couple days later, only to find it was not working. As well, the carrying case that was supposed to be included was not in the box. This led me to believe this may have been a used item. On November 30, I proceeded to return the item through Amazons customer service when I was told that *** would have to pickup the item. Subsequently, I received an email stating Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement. I called them back for clarification of this statement as I am unaware of any abnormal activity on my account. I have had few returns and my bills are paid in full when due. I could not get a reasonable explanation, but went ahead and uploaded my drivers license, not one time, three times. Each time I received confirmation that it was uploaded successfully. It is now December 11th and Im being told the same thing. It just seem as if they are stalling. There is no manager to speak with. The reps ***** like theyre reading a script. Why am I not able to be refunded my money due to a defective product? I even asked for an exchange because I purchased this item at the sale price. I was told I could not do that. I am baffled, frustrated and angry that Amazon is making it so difficult a product that they sold as defective.
Business Response
Date: 12/13/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 114-8123274-6140222.

After careful review, we found that you have already submitted an ** with us, but we were unable to validate it. This is due to various reasons such as the photo could have been blurry or the ** was expired. You are welcome to re-submit your ** to continue the investigation.

You will receive an automated 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. At 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.

In addition, to be eligible for a refund, we ask that you return the Capillus ONE Hair Growth ******************* Cleared Cold Laser Therapy Device ideal for Thinning Hair, Laser Hat for Hair Growth for men and women to treat Androgenetic Alopeciayou ordered within February 1, **** days of the date you received it.

In most cases, after the carrier has received your return package, it can take about two weeks for us to receive and process your return. Please note that some returns may take longer.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/13/2023
Amazons response is unacceptable. This is nothing more than a smoke screen. I have sent my identification 3 times already. I subsequently received via email a confirmation of receipt. However, when I follow-up via phone, ** told they dont know why it was accepted, maybe it was blurry. Apparently, something is wrong on their end. As to the request to return the Capillus hair cap, I was told *** HAS to pick it up from my home. When I offered to bring it to ***, the response was that it had to be retrieved by ***. This is also in a letter sent to me. I feel like Im dealing with robots. I keep hearing the same thing over and over and nothing is resolved. *** asked to speak to a manager on multiple occasions, to no avail. Again, the bill for this item is pending on my credit card. I need movement. Do I, now, return the cap myself to *** or do I wait for *** to pick it up? I would also like to know why my account has been flagged with abnormal activity. *** only had a handful of returns and all were returned in the original condition.
Customer Answer
Date: 12/14/2023

Complaint: 20992159

I am rejecting this response because: I have done everything requested of me. What Amazon is asking me to do in their response to my complaint is redundant. I have uploaded my ID 3 times. Each time the message says it was accepted. Yet, when I call customer service to finalize the return, ** told it must have been blurry. This is not my fault, nor my problem. I dont understand why they need verification of my ID, anyway. The charge was made to my account without verification; why cant this same charge be credited for a defective item that doesnt work? I feel as though Im getting the runaround which is undeserving. I have been a a very good customer and have always paid my account in full whenever a charge was made.
As for returning the Capillus cap, Im getting conflicting information. In response to the BBB complaint, the Amazon representative is requesting I return the cap. However, in a letter from Amazon and previous conversations with their customer service representatives, I was told *** must pickup the cap from my home. Which is it? I would also love to know why my account is being scrutinized as if I am a criminal. There has never, ever been any abnormal activity on any charge Ive made. When asked for an explanation, I cant seem to get a straight answer. When I ask to speak with someone who can give me answers, I just get another customer service rep who sounds like they are reading a script. There is no talking to anyone who could provide explanations. Im very unhappy with this company. They need to resolve this matter immediately. The charge of almost $500 sits on my credit card and is coming due soon.

Please clarify, now. Should I return the Capillus cap via *** or will *** pick it up from my home?
Sincerely,

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

I'm Prashanth from Amazon.com.

Kindly, drop off the item at *** store, you can find the label and return tracking details using the below link

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

Thank you for your patience and understanding in this regard.

Regards,

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

Complaint: 20992159

I am rejecting this response because: I have finally received a definitive response to return the Capillus laser cap to **** However, Amazon continues to request my identification. As stated before, it has already been sent three times with confirmation of receipt. I still dont understand the need to send ID anyway if the refund is going back to the account to which the cap was charged. In the meantime, payment is becoming due. I will have to pay for something I no longer have. By the way, Amazon has confirmed receipt of the cap.

Sincerely,

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

I'm Prashanth from Amazon.com.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. At this moment we are unable to provide a refund for this order, as we are unable to validate the ** submitted.

If there was any other alternative available, I'd have helped you with it. We shall be able to take action, only once the ** is validated.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 12/28/2023

Complaint: 20992159

I am rejecting this response because: Your system is broken! I have submitted my identification THREE TIMES with confirmation that it was received, only to be told later that it was POSSIBLY ******. I really need to speak with someone that has better understanding or someone in upper management that can resolve this matter. You are in possession of the defective product, yet, the charge remains on my credit card which will be due for payment soon.

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.
-Date of transaction: 11/11/2023 -Cost of order: $149.79 -Business committed to provide: Reolink Floodlight Camera -Box arrived not sealed and item was damaged -Nature of dispute: Refund -Business received returned item on 11/22/2023, but is refusing to refund the money paid unless I submit a photo of my ID via email.-Order number: 114-4642573-5819463
Business Response
Date: 12/13/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 114-0285860-5819463.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be 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":
************************************************************************************

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.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:12/11/2023
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.
The following items were purchased by me, costing $1062.48.ZCWA Robot Vacuum, item 1, is priced at $599.99.The Roborock Q5+ vacuum is item #2 and it can self-empty. It costs $399.99.I paid $1062.48 for Order Number 114-9768470-5301068, which was placed on November 23, 2023. I requested a return on these items because they are not a reliable brand. Amazon agreed to take them back and gave me a refund. The following day, *** picked them up. after that, So I have been waiting on a refund for a few weeks now, I got the run around from three different chat associates, and in the final message, they said 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. very rude while taking. I have been a business customer with ********************** Member (paid membership) for 10 years. Now, this refund is asking for an ID upload. Once it is verified by Prime Arena, the refund will be processed. I would appreciate your help in obtaining my refund and avoiding these types of conditions. I have also uploaded my order and return label for your reference. Thanks Vijay phone ************
Business Response
Date: 12/13/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 114-9768470-5301068. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on December 11, 2023 for $1,062.48. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

**********************************************************************************
We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/13/2023

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.
I purchased the ** Lap Top ** 250 GB from Amazon at the end of December 20122.In August of this year, the computer stopped working. Pursuant to Amazon's instructions, I contacted ******* which was the entity that originally sent me the laptop per Amazon's instructions. When my laptop crashed, Amazon instructed me to contact *******. I spent two months trying to contact them by email and phone. Since I never received a response from PCOnline, I contacted Amazon. I have spent the last 7 weeks being told I needed to get more info, contact **, and then Amazon wanted more info in a different format. As I was passed person to person and put on hold each call lasted over 4-1/2 hours. Last week a manager from ** contacted me. He researched my issue and based upon the serial number, was able to tell me that the laptop had originally been sold to a medical entity. When the laptop crashed, they returned the broken laptop to Amazon. Amazon then sent it to PCOnline. They made some repair and then sent it to me as a NEW Laptop!!! That is FRAUD!!When I contacted Amazon about this, I was once again transferred around, and asked the same questions over and over. I requested a supervisor after two of the marathon phone calls. Each time they parrotted the same line that since it is past the 30 day return policy they cannot do anything to help me. I repeatedly told them that return policy was not the issue. The issue is that Amazon committed fraud sending me a used computer when I was charged for a new one. Amazon should be apologizing and sending me a refund, but instead they hung up on me! No one acknowledged or apologized for committing fraud. I am retired and on an extremely limited income. I had to save for months to be able to purchase this laptop, only to receive a broken, pre-owned machine. I have also been unable to do any remote work from home for over 5 months without a computer.Please, please get Amazon to return my money.Sent from Yahoo Mail on Android
Business Response
Date: 12/13/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 114-0559448-3136227.

Upon reviewing, we see the order was placed on December 7, 2022. Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

Due to the amount of time lapsed from 30 day return window, we are unable to take action on it.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/13/2023
This complaint is not about a return which I have explained to every Amazon representative I have spoken to right before the hung up on me.
The issue is I purchased a NEW Laptop and Amazon sent me a used and refurbished laptop instead. This action constitutes FRAUD. Their response is the same form letter response I have received each time. I am retired and had to sell some possessions to be able to buy the laptop. At the very least I should be refunded the price of th laptop.
Thank you for your assistance.
******
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.
On November 5th I ordered sengled led lights and they came damaged and missing items. I returned them on November on the 8th and they were received by Amazon on the 15 of November. Amazon is not trying to request personal information from me to receive a refund. This violates my rights and I just want my refund.
Business Response
Date: 12/12/2023
Hello ********,

I'm Sahitya 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 sincerely apologize for the inconvenience caused with order. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

I've reviewed your account however the e-mail address you contacted us with doesn't have an order matching what you described and we are unable to locate the order in question.

Please write back with order ID so we can review and assist you further.

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

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

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 12/20/2023
Hello, I have more information for complaint #********:
I am still waiting for my refund. I was contacted by Amazon to upload my ID for further investigation. I submitted this on December 14. As of December 20, I have not heard back yet.
Thank you,
******************************;

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

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

I've reviewed the order and see ID was submitted on December 14, 2023.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

Please contact our specialist team through your Amazon profile so they can assist you with outcome of investigation and refund status. To do so, go to "Amazon Customer Service":
*****************************************

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

Regards,

Sahitya
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 made a return of multiple items from different orders and sent the items back, this was about 1 month and an half to 1 month and 1 week ago. I have not been refunded for these items and instead am being asked for confidential identity information. They are holding all my refunds for this. Order numbers- 112-2788618-1191468 112-4928443-0563435 112-3123427-7366630 112-1564701-8363451 112-9697835-6089848
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: 20991887

I am rejecting this response because:there is absolutely no reason why i should be giving this business my personal identification for a refund. I have returned the items and currently you are hold over $100 worth of items. You let me continue shopping but wont refund me the money for items that you now have received as a return. You also did not make me aware this was needed until i reached out to the customer service department inquiring about not receiving my refund. It sounds very suspicious and shady how the refund is being held. I will not be providing you with personal identification.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Amazon.com is BBB Accredited.