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

59,742 total complaints in the last 3 years.
21,606 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:11/19/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB Representative's, I am writing to file a complaint against Amazon.com regarding an unresolved issue. The details of the transaction are as follows: Date of the Transaction: October 11, 2023 Amount Paid to the Business: $265.98 Commitment Made by the Business: They committed to provide a refund. Nature of the Dispute: Despite returning the item and confirming its receipt by Amazon, the business is requesting a copy of my ID to proceed with the refund. This request contradicts their usual practice. Efforts Made by the Amazon.com to Resolve the Issue: No attempts have been made to resolve the issue. Account/Order/Tracking Number: Email: ******************* Order Number: 114-7407137-2341855 Tracking Number: 1Z9758R19041428228 This issue does not involve any advertising. I would greatly appreciate your assistance in addressing this matter. Please let me know if you require any further information. Thank you for your attention to this issue. Sincerely, Beazer G **********
Business Response
Date: 11/21/2023
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'm sorry for the inconvenience you've experienced with regards to refund for an item returned.

I understand you're upset about providing the details of the government issued **, however in order to assist you further, as requested by our Specialist team, we need government issued ** to validate your account, I would request you to provide the same. Unfortunately we are unable to proceed further without the government issued **.

Please follow the below link to provide the **:
*************************************************************

Also, please be assured that details provided are secure. You can review our Privacy Notice by clicking on the below:

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

After the ** is provided it would take 3 business days for an update. You can contact after 3 business days for an update.

We appreciate your patience and understanding in this regards. We look forward to hearing from you.

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

Regards,
*******
Amazon.com
Initial Complaint
Date:11/19/2023
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 have filed the refund with Amazon and they only provide with label without any postage. I have contacted their customer service with the explanation that the inside packing was damaged and this is not my fault and they should provide the return label with postage to settle the refund. However, there is no hope of obtaining any help at the moment. Thus, I seek your kind assistance to get a fair solution on this matter.
Business Response
Date: 11/21/2023
Hello *****************,

I'm ******* from Amazon. 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 caused.
In order to assist you, I request you please write back with the order details.

I'm sorry for the delay. We look forward to hearing from you.

Regards,

*******
Amazon.com
*****************************
Customer Answer
Date: 11/21/2023
Per our communications with BBB and Amazon CS team, we requested a return label with postage as the inside packages was damaged while the shipping to our place. Or we can drop off at the closest fulfillment centre. We hope this matter solve ASAP. Thank you
Customer Answer
Date: 11/28/2023
I have sent all the details as the products sent to me when the inside ******** were damaged and the products are air filters. I have requested Amazon to issue the refund label with postage so that I can return them asap or I can drop them over to their centre nearby. Hope this is the most convenient way to solve the issue. Thank you and hope BBB can assist to resolve the matter soon.
Business Response
Date: 12/01/2023
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 writing back with the details.
I understand you're looking for a return label with postage included. I've tried to create one, however, I see that there is no option to create a return label with postage. In this case, I'd suggest that you please check with the local carrier about it and let us know the amount so we can assist you further.
You can visit our ********************* to get the label:

******************************************
Once you get the label, please check with the local carrier for the options and get back with the charge details.
I'd appreciate your understanding and looking forward to hear from you.

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

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

Customer Answer
Date: 12/01/2023

Complaint: 20892042

I am rejecting this response because:
Please refer to all my responses that I have told the main issue that Amazon should provide the return label with POSTAGE so that I can return the damaged items to Amazon. The conversations kept repeating the same without a solid solution.
Appreciate it if BBB is really assisting the customer on the issue or should I contact the ******** *************** for a final complaint.

Sincerely,

*****************
Initial Complaint
Date:11/19/2023
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 was told by Amazon on 9-9-2023 with Order ID ********************* and tracking number: 1ZR9Y1900307379779 and that the item they sent me was the wrong one they ended up sending me a record I reported it on that date I was told to go ahead and send the item back I didn't open up the record went ahead and repackaged it sent them the pictures and then off the item one few days later I found out they locked my account and then on top of that after the item was received on the 15th as you can see in the included files I was told that it would take 60 days after 60 days have one passed I'm now being told I need to send my ID which I refuse to do the item has been received by the business and I am asking kindly that they go ahead and refund the account make this right I didn't even open or touch the item other than the box it was shipped in as of this date of today I still have not received my reimbursement as you can see the item was sent back and confirmed by both sides that delivery and Amazon. I am seeking a refund for the retruned item.
Business Response
Date: 11/21/2023
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'm sorry for the inconvenience you've experienced with regards to refund for an item returned.

I understand you're upset about providing the details of the government issued **, however in order to assist you further, as requested by our Specialist team, we need government issued ** to validate your account, I would request you to provide the same. Unfortunately we are unable to proceed further without the government issued **.

Please follow the below link to provide the **:
*************************************************************

Also, please be assured that details provided are secure. You can review our Privacy Notice by clicking on the below:

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

After the ** is provided it would take 3 business days for an update. If already provided, you can contact after 3 business days for an update. If you do not hear after 3 business days, please get back.

We appreciate your patience and understanding in this regards. We look forward to hearing from you.

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

Regards,
*******
Amazon.com
Customer Answer
Date: 11/22/2023

Complaint: 20892026

I am rejecting this response because: Id isnt need **** something that was retruned and untouched you sent the worng thing

Sincerely,

***********************
Initial Complaint
Date:11/19/2023
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.
Purchase an item that I received and was not as described. The item had a different type of mounting system so I decided to return. Amazon is now asking for personal identifiable information such as a government id. I do not want to be a victim of identity theft. Order #***-6489754-5263445
Business Response
Date: 11/21/2023
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 114-6489754-5263445.
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":
************************************************************************************

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:
*************************************************************

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:11/19/2023
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 ordered this item from Amazon that said the item was a $100 gift card for $50. The item was shipped to a locker as $50 gift cards. That was not what I ordered so I didnt pick it up. I was told a refund would be issued within 3-5 days from late October. I didnt receive it so I called and was told a refund was issued. It never showed up. I called again and was told it would post by 11/18. It didnt. I was asked to submit an incident report which isnt applicable since the item was never removed from the locker. Then I was told to wait until 11/30 for it to return to Amazon. I want my $300 back to my credit card. Im not filling out an incident report that isnt applicable. The order number is 112-1666942-3304225.
Business Response
Date: 11/21/2023
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'm sorry for the inconvenience you've experienced with regards to 112-1666942-3304225.
In order to assist you further, as requested by the concerned team, we need the incident report. Hence, I request that you please reply to us with the incident report.

Please reply to this email with your responses to the following questions in English from the email address associated with the Amazon account that you used to place this order.

You're able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be submitted on or before January 28, 2023 to be considered for review. Send one set of responses for each package that you didn't receive. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Name of the items you didn't receive:_______________.

4. Is it your first Amazon package at this address that you didn't receive?_______________

5. If no, how many times it has happened? _______________

Thank you for your understanding. We look forward to hearing from you.

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

Regards,
*******
Amazon.com
Initial Complaint
Date:11/19/2023
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.
My order 114-5507866-2670610 arrived missing one item that Amazon customer service is refusing to do anything about. I paid ***** for my entire order and the most expensive item in the order which was the **** for $17.88 was missing in the box. Amazon isnt refunding me or sending me a replacement which is pathetic and unprofessional of them. I am a long term Amazon customer and ********************** member but as soon as I have an issue arise with an order Amazon customer service does nothing and makes me jump through hoop after hoop. I need my **** item to be sent to me I am owed a replacement to be sent already
Business Response
Date: 11/21/2023
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 114-5507866-2670610.
To proceed further, kindly help us with the incident report for the above order. Please reply to this email with your responses to the following questions in English or Spanish from the email address associated with the Amazon account that you used to place this order.

Your able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be submitted on or before 16 January, **** to be considered for review. Send one set of responses for each package that was missing an item. If youre missing more than one item from the same package, you only have to send one set of responses. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Delivery date. (MM/DD/YYYY):_______________

4. Package tracking number:_______________

5. Name of the item you didnt receive:_______________.

6. Is it your first Amazon package where a part/item has been missing?_______________

7. If no, how many times it has happened?_______________

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:11/19/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a like new lens from Amazon, shipped and sold by Amazon Warehouse, order #***-6655334-1889039 on October 24th. The package arrived a few days later, only the lens in the box wasnt the one I ordered, it was an older model in lesser condition. I immediately returned it, and explained why in the return information. Amazon has had the lens for a few weeks at this point. Today, I got an email saying that in order to proceed, I need to send Amazon a copy of my ID. I dont see any reason for this company to have my ID on file to facilitate a return. They say that if I do not submit my ID to them, I will not be eligible for any refund on this order. I dont believe theyre *********** this private information, and dont see how any of the information on it could help validate a return.
Business Response
Date: 11/21/2023
Hello ****,

I'm Najam 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 to learn about the problem with your order #***-6655334-1889039. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorization was created on October 6, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

For more information on Return policies, you can view our website Help page using this link:

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

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by customers, is handled according to our Privacy policy.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/22/2023
Amazon replied to me directly instead of to the BBB, and dismissed my issues.
Customer Answer
Date: 11/28/2023

Complaint: 20891931

I am rejecting this response because:
I have already returned the merchandise that was shipped to me, and there is no reason for Amazon to have a copy of my identification on file to verify a return.

Sincerely,

***************************
Initial Complaint
Date:11/19/2023
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 returned item from order # ***-1623353-2489836 unless I submit ID.- Wear and Go Glueless Wigs Human Hair Pre Plucked Pre Cut ***** Curly HD Lace Closure Wigs 180% Density Brazilian Virgin Hair Curly Lace Front Wigs Human Hair for Women 3 Seconds to Wear I am not comfortable submitting ID due to someone using my SSN a few years back without my knowledge. I explained this to Amazon, I spoke to someone on phone today and also spoke to someone via chat. The Amazon rep kept repeating himself and hung up on me.He was very rude...I was courteous to him and he still hung up on me.
Business Response
Date: 11/21/2023
Hello Sirea,

I'm Najam 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 to learn about the problem with your order #***-1623353-2489836. It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by customers, is handled according to our Privacy policy.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/21/2023
The response I received from Amazon did not resolve complaint. They are not willing to refund item I returned without them seeing my ID. I know this now for future but didnt know at the time $90 item was purchased otherwise I would not have purchased due to my unfortunate experience of my ID getting in hands of another person to obtain employment in past.
I am needing resolved to obtain refund for item I returned over a month ago.
Initial Complaint
Date:11/19/2023
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.
Ive recently gotten permanently banned from Amazon for no reason, and when I reached out to find out why; they told me didnt tell me why are refused to appeal my ban. *** spent tons of money on Amazon and when I searched the web to find reasons why none of them added up to why I was banned. Its unprofessional and disgusting at this point.
Business Response
Date: 11/21/2023
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 issue related to your account.

Based on information shared by you through screenshots/images we can see that the email is referring to the amazon.in account. As we work on amazon.com account related issue we don't have any option to take action.

I request you to contact Amazon.in customer service team regarding the issue for the options to resolve.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 11/25/2023
On (11/15/2023) my account was first banned for violating terms of service from amazon.in. I called amazon.in and they were very offensive and then told me to go to Amazon.com. I call amazon.com and they are very confused and tell me to call amazon.in. Again amazon.in was offensive and told me to call amazon.com. (11/17/2023) I received info saying that Amazon.** banned my account for too many retunes though I only have one in the past 4 months; however I cant call ****** so after 3 days of asking amazon.com reached out for me. (11/24/2023) amazon.** unbanned my account and apologized for the mistake. (11/25/2023) I received a new email saying my account was banned again by amazon.in overriding what amazon.** did. *** already tried contacting and received an instant hang up on the phone.
Customer Answer
Date: 11/28/2023
I keep getting banned and unbanned from amazon.in, I made a payment today and they banned me and did not refund me my $96.
Business Response
Date: 12/02/2023
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.

As mentioned earlier, if the account related to ******************** we would have direct option to take action on it.

However, as the issue with in the Amazon.in I request you to contact the amazon.in customer service to check for the option as that is the only option.

And as previously mentioned there is no account associated to the email through which you contacted.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:11/19/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 10th, 2023 we ordered the TickTalk 4 Unlocked 4G LTE Kids Smart Watch Phone with GPS Tracker, Combines Video, Voice and Wi-Fi Calling, Messaging, 2X ************** Streaming Music from Amazon for $196.91. After several months of use we noticed the item was defective, it had a screen defect and the gps was not working as advertised. We initiated a return with Amazon on November 8th, 2023 and sent the item back via *** pickup on November 9th, 2023. The tracking number for the return is: 1Z67561Y7827278703. The item was delivered to the ************* on November 16th, 2023. Normally we receive a refund upon item scanned as pickup, and we did not receive it. I contacted chat support on different days and was told I would receive the refund within 24 hours. I contacted support again when we did not receive the refund, and then the return tracking disappeared and an agent said the return label was canceled. They are refusing to issue the refund when it was promised to us.
Business Response
Date: 11/21/2023
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 #***-3618142-8475400 regarding the refund for the item.

Based on order details, the refund of $160.91 is processed back to your original payment method on Sunday, November 19, 2023 at 9:01 AM (PST).

You'll see the refund on your card statement in the next 3-5 business days.

You'll also be able to see the refund request here:

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

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 11/21/2023

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.

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

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