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

59,704 total complaints in the last 3 years.
21,549 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:11/18/2023
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 bought "Coterie Newborn Diapers + Water Wipes Baby Kit - Essential Newborn Must-Haves -" product, order number 113-0954290-9572215 from Amazon. It came in in a few boxes, when I opened and I realized it is not working for us due to its material, I decided to return it. I dropped off November 6, 2023 and it was received by Amazon, as the standard timeline for refund amount item is 14 days from drop off and I still have not received my refund yet. I got an email from them saying that "ID verification needed for refund"- Amazon is not refunding me and that they are requesting outrageous private information from me just to get your refund. This is absolutely crazy. I do admit, I have been returning alot of things, because alot of things i have been getting were not good size or had other issues with it, but nonetheless, it satisfies the return policy.
Business Response
Date: 11/20/2023
Hello ******,

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

I am sorry to hear about the issues you faced with getting refunds on some of the items that you returned.

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

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

Please find below the email sent by our team on November 16, 2023 at 9:53 PM (PST):

"Hello,

Thank you for contacting us regarding your order 113-0954290-9572215.

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

How will you verify my identity?
In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

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":
************************************************************************************

What happens when I submit my ID document?
We 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.

What happens if I do not submit my ID document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 113-0954290-9572215. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

Kindly submit your identity proof to get your concern addressed.

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

Regards,

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

Complaint: 20890828

I am rejecting this response because:
providing private information/ID is absolutely ridiculous in this matter. There are other ways that a person can be verified/authenticated. I dont see a need to upload my government issue id to ********************** for these purchases. If there are questions that needs to be addressed, they can ask and I can address. I appreciate if they do the right thing and refund my money for what I returned. At least they can ship the items back to me so I can donate them as I wish rather them taking it and not issuing my refund.

Sincerely,

***************************
Initial Complaint
Date:11/18/2023
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.
I have a product based business and I opened a seller account on ********************, years ago.My account has been inactive for more than 12 months now and on Nov 4th, I received an alert from my personal credit card account that ******************** ****** had charged 3 of my personal credit cards in an attempt to settle a payment amount ($116.37 USD). They successfully charged one of cards for this amount and I contested these charges with my bank. At the time I though my credit card numbers had been stolen because there was no reason that Amazon CA would have any reason to charge me at all. I do not owe amazon ****** any fees, because I have never activated a store or my listings on the ****** marketplace and furthermore, as I mentioned, my store has been inactive for well over a year.Additionally, the credit cards they tried to charge were not and have never been saved in my seller account, they are however saved in my personal amazon.com account (the ********************** for shopping, not the amazon seller account) used to place personal purchases from amazon.com (***). One of the credit cards that Amazon CA attempted to charge was my husbands personal card that was linked to that account and he has nothing to do with my business.I contacted Amazon CA and explained to them the issue, and requested they clean up this mess by zeroing out the balance due that they had charged without cause and to, to permanently close my seller entire account, but I only receive automated messages from them and instructions to settle the balance, which I do not owe. Every correspondence they send gives a different explanation for the charges and different instructions.It has been impossible to get amazon customer service to assist with this and I consider this issue fraud on their part.My Amazon accounts are linked to my provided email *****************************
Customer Answer
Date: 11/19/2023
Thank you for your response.
I reviewed the details and it appears there is an error in my personal contact information on this complaint, My state is ** *****, not MA.
My full address is ***********************************************
I apologize for the inconvenience.

***********************
Business Response
Date: 11/21/2023
Hello Better Business Bureau,

The seller account has a current balance of -158.82 CAD due to subscription fees, in order to have this account closed , the debt should be cleared. The Merchant Debt Recovery Investigations Team does not handle subscription fees disputes, but ************************************, notice that this is not an escalation queue , and in order to contact them , it should be made through Paragon tool.

Thank you,
Payments Specialist
Amazon.ca
Customer Answer
Date: 11/25/2023

Complaint: 20890717

I am rejecting this response because:
I have the following additional evidence that Amazon is erroneously charging me for services.
Additional evidence: Attached is the transaction history for the charges I am disputing from Amazon. These fees shown are monthly subscription fees for selling With Amazon.ca that I never registered for.

Additionally I discontinued selling with amazon in its entirely, as my entire account was deactivated as of Oct 7, 2022. Amazon sent me a letter that my account was initially deactivated 10.7.22 and finally deactivated on Nov 8, 2022 and I made no attempt to reactive it. As you can see from account health docs showing no activity from at all of more than a year, yet Amazon.ca has been piling up charges for a deactivated account.
After I contacted them to dispute the charges, they state that my account needs to be reverified, further evidence that this account is inactive.
Aside from the issue with their baseless charges, they charged personal credit cards from my amazon.com buying account, how did *********************** gain access to these cards. They are committing credit card fraud.
Its evident from their response to my BBB complaint and my attached direct correspondence, they are not responding to my issues stated above and have shown to be unwilling to resolve this issue.
Again, I want this account balance zeroed out and the account in its entirety, all marketplaces, permanently closed.

Sincerely,

***********************
Business Response
Date: 11/29/2023
Hello from Amazon.com,

Thanks for reaching out to us. We recognize how crucial it is for their business to get all questions answered.

Please inform the selling partner that in order to evaluate the refund request for pro subscription fee, they must first make sure their customer account is in healthy status (both seller and customer accounts are linked), and secondly they were informed in the Case ID ***********:

"Your account needs to be re-verified and after verification only we will be able to do further research for your request for Pro Subscription Fees Refund"

Being said that, the seller needs to contact customer service first to make sure their account is in good standing and then re-verify their seller account and finally submit the refund request through the seller central support page.

Therefore, we regret that the resolution offered is not what they have hoped for; however, please be assured that we have worked with several internal teams to obtain the proper resolution after the necessary investigation was completed.

Thanks for your time and cooperation.

Regards,
Customer Answer
Date: 12/04/2023

Complaint: 20890717

I am rejecting this response because:

I contacted Amazon Seller Central today in an attempt to follow your instructions from the last correspondence through BBB, your instructions stated Please inform the selling partner that in order to evaluate the refund request for pro subscription fee, they must first make sure their customer account is in healthy status (both seller and customer accounts are linked), and secondly they were informed in the Case ID ***********:

I wrote to Amazon Seller Central to request the status of my seller account health and received the following response, "Unfortunately, we were unable to relate a selling account for the email address from which you sent your message from *****************************."

Please see attached email for the full response from Amazon. Does this mean my seller account is now closed out with a zero balance?

Please advise as it is clear from the information I received from Amazons correspondence today that they are no longer communicating with me and therefor I cannot gather the information you request I collect from Amazon Seller Customer service.
Please plainly state through BBB the status of my account.

Sincerely,

***********************
Business Response
Date: 12/15/2023
Hello from Amazon.com,

Thanks for reaching out to us. We recognize how crucial it is for their business to get all questions answered.

Upon reviewing this account, we did notice the Selling Partner is not following the directions provided on 11/29/2023 which we specify again:

1. They need to contact **************** and make sure their buyer account is in healthy status (active), selling partner support has no governance over the customer/buyer account, therefor, they should not contact us for this in seller central - instead they should contact customer service from their buyer account.

2. Once they get confirmation the buyer account is in good standing, they can contact us through seller central to re-verify their selling account, just like they were informed in the Case ID: ***********

"Your account needs to be re-verified and after verification only we will be able to do further research for your request for Pro Subscription Fees Refund"

Being said that, the seller needs to contact customer service first to make sure their account is in good standing and then re-verify their seller account and finally submit the refund request through the seller central support page.

Therefore, we regret that the resolution offered is not what they have hoped for; however, please be assured that we have worked with several internal teams to obtain the proper resolution after the necessary investigation was completed.

Thanks for your time and cooperation.

Regards,
Customer Answer
Date: 12/19/2023

Complaint: 20890717

I am rejecting this response because:
The instructions provided by amazons most recent correspondence are impossible to follow. I cannot login to my buyer account, when I enter my email, I get a notice that states We cannot find an account with that email address (screenshot attached), I tried to call amazon buyer customer service and received the same information. They could not assist because they could not find an account with my email or phone number. There is no option to reactivate.
I also tried to sign into the amazon seller central account to reverify as I was instructed in the last amazon correspondence instructions and I received a similar message stating Were sorry. We werent able to identify you given the information provided. (screenshot attached)

At the same time I am unable to reach Amazon buyer or amazon seller information, to follow their provided instructions, I received 2 emails from amazon seller ** marketplace regarding 2 products that are now suppressed (screenshot attached). This is strange 1st because I did not authorize my listings in ****** marketplace and again for the reasons above that amazon now states I have no accounts under my email.
As I originally stated amazon continues to give impossible to fulfill instructions. While I would be very satisfied with both my seller and buyer account completely terminated, I would like an explanation for the emails that I continue to receive about listings in foreign marketplaces.

Sincerely,

***********************
Business Response
Date: 12/29/2023
Greeting from Amazon Services,

We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.

Thank you.
Customer Answer
Date: 01/01/2024

Complaint: 20890717

I am rejecting this response because:

I copied and pasted the last direct email I received from Amazon on 12/29/23 below, they responded to my BBB response in a direct email and not through BBB.
I would appreciate if Amazon responds within BBB to keep track of this conversation.
While it seems that progress has been made, Amazon is diverting attention to my buyer account. They are correct in stating that I requested the buyer account closed, and I am happy to read in their response that my buyer account is now closed, however, my initial request and all subsequent messages have been requests to confirm my seller account is closed.
In their response below they confirm I no longer have access to my seller account, but I would like clarification, does this mean that the seller account is now closed as I requested? Has amazon deleted my seller account so that ******************** also no longer has access to my seller information including my bank account details, business registration information and all the information related to my products, including but not limited to my product photos and product listing information?
My last message to Amazon through BBB included an email I received from Amazon ** on 12/11/23 contacting me about my listings in ****** marketplace, a market I did not authorize. Additionally, I received new emails from Amazon 12/27/23 regarding processing returns for my seller account. These emails indicate that my seller account is open and/or my product listings are live, despite their message confirming I no longer have access to this account. I want my seller account closed to both my business and to Amazon and I want Amazon to delete all of my business information that they have saved.

***********************
-Amazon's last correspondence below (12/29/23) :
________________________________________________________________________

RE: Your BBB Complaint ID: ******** RE: Account Access Issue

Hello from Amazon Selling Partner Support,

I will be assisting you today.

Following your verified request to delete your buyer account, all applicable information linked to your buyer account was deleted on [04-12-2023]. You do not have access to the products and services associated with your deleted account, including your seller account. This action cannot be reversed and you will require a new seller account to sell in the Amazon store.

You processed your buyer account deletion request via the Close Your Amazon Account page on the retail website on [04-11-2023]. On that page, Amazon explicitly outlines the impact of closing your buyer account on other products and services that *** be linked to the deleted buyer account, including selling on Amazon. Amazon also requires acknowledgement before processing an account deletion request.

If you would like to create a new account, I am here to assist you through the process.

The following links will help you in setting up a new seller account and with other account related inquiries.

If you need help in setting up a new seller account, go to "The beginner's guide to selling on Amazon":

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

If you need help with your FBA inventory removal or disposal, please reply to this email and I will assist you further. For more information about setting up FBA inventory for your new seller account, go to the following links:

"FBA Inventory 101"

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

"FBA Inventory"

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

If you need help in reinstating your Brand Registry, you *** contact another administrator of the brand account to add you as an administrator to your new seller account. Otherwise, if you are the only administrator of the brand account, reply to this email and we will help you with the application. For more information, go to "Amazon Brand Registry":

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

For more information about setting up your product listing on your new seller account, go to "Create listings one at a time":

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

Thank you for contacting Amazon.

Thank you for selling with Amazon,

**************
Amazon.com Seller Support
=======================================
MORE WAYS TO GET HELP:
Visit our Seller Forums for help from other sellers: **********************************************
Browse all Seller Help topics: ***********************************************

To contact us again about this issue, please use the Contact Us form in Seller Central using the following link:

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

Please note: this e-mail was sent from a notification-only address that cannot accept incoming e-mail. Please do not reply to this message.

Sincerely,

***********************
Customer Answer
Date: 01/03/2024
Hello **********;
Please send your replies to me through BBB, Your last correspondence is copied and pasted below for reference as well as saved as an attachment.

As I stated in my initial message, I am contesting the charges you reference below. I do not owe any subscription fees to the ****** Amazon marketplace or any other Amazon marketplace which was stated in my initial compliant.
I did not authorize my listings for the ****** market place, I had zero activity on any/all marketplace account including my US subscription because my account was deactivated by Amazon initial email received from amazon 10.7.22 and finally on 11.8.23. I never reopened this account.
I will send attachments again of the deactivation, there are more attachments available through the BBB correspondence for you to reference..
Please close this account and delete all of my information including all my bank, all my businesses data, and all my personal data.

I should never have been charged the fees in question, I have provided evidence to this, and now I am resending and restating my initial remarks and attachments as if were starting over again. Please close my account as I have requested

I dont know what youre referencing in the first part of your message, but Amazon does not have a right to my business name, my product photos, my product descriptions, or my bank information. I own the trademark for my brand.

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

______________________________________________________________________________________________________
(1/3/2024) Your BBB Complaint ID: ******** RE: Account Access Issue

Hello from Amazon Selling Partner Support,

After fully reviewing your account there were 2 actions that needed to be tackled before your account deletion request could be completed. The first was the brand Necalli that you had on the account, and this has since been unclaimed. This means that your seller ID has been cleared and allows you to claim it on a new account if you set one up. The last is the repayment of your balance on the ****** marketplace. The balance that needs to be repaid is ****** CAD and is a culmination of subscription fees before you made the account deletion request. In order to repay this balance you can initiate a bank transfer using the following information we have on one of our help pages:

You can make wire transfer to an Amazon bank account. When executing a wire transfer it is very important to enter the reference code below into the additional information field of your wire transfer. Refer to the below bank details:

Reference code: NSB CA (Insert your merchant Token, which is A19G9JU805XA0J)
Account name: ******************************************* International, Inc.
Account number: ************
ABA (routing) number: 026 002 532
TAX ID: **********
Street address: ***************************
City: *******
State: **
Zip code: M5M 3R3

Bank name: ******** of **** Scotia
Bank address: *************************************************************
State: ON
Zip code: M5M 3R3
Phone: ************

Once you have sent the transfer, please let me know and I can contact an internal team to confirm the repayment, and move it to your selling account to repay the balance. Once that is all done then I can complete your account deletion request and close the account. If you have a new account, you can create a case there and reference this one (***********) in order for the information to be passed on. If you do not have a new account you can use the following link to contact us as it does not require logging in:

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

Thank you for selling with Amazon,

**************
Amazon.com Seller Support
=======================================
MORE WAYS TO GET HELP:
Visit our Seller Forums for help from other sellers: **********************************************
Browse all Seller Help topics: ***********************************************

To contact us again about this issue, please use the Contact Us form in Seller Central using the following link:

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

Please note: this e-mail was sent from a notification-only address that cannot accept incoming e-mail. Please do not reply to this message.
Business Response
Date: 01/08/2024
Hello,
The email address through which this complaint was raised, ****************************** is associated with an Amazon account registered in the Amazon ****** store.

We recommend that the seller sends information about this complaint to Amazon through the channels offered to the seller via email or through the sellers Account Health Dashboard in Seller Central.
Thanks,

The Amazon Seller Performance Team
Customer Answer
Date: 01/16/2024

Complaint: 20890717

I am rejecting this response because:
The information in the last response from Amazon ignores all of the previous correspondence, approx 2 months worth, from both myself and Amazon's responses. I cannot respond through the Amazon dashboard, as previously discussed and I have already reached out to through the proper channels. I provided evidence of my issue and I need the issue finally resolved.

Sincerely,

***********************
Customer Answer
Date: 01/22/2024
Amazon continues to contact me regarding this issue outside of BBB and they continue to ignore the content of my messages and my attachments. They state that if i do not respond they will close my case, and they make it impossible for me to reply to their email
When i tried to reply to Amazon's email I received the following response:
"We're sorry. You've written to an address that cannot accept incoming
e-mail. This automated response will direct you to the right place for
an answer to your question or help you contact us if you need further
assistance.
You will find the answers to common questions in Seller Central Help:
*************************************************........." (recent emails attached as a pdf)
As i already stated in in the thread, I do not have access to seller central or the amazon dashboard. It's clear that they are purposely ignoring my statements and evidence that I am not responsible for the charges in question. They have no intention of rectifying this issue.
What does BBB recommend I do now?
Thank you
***********************
Business Response
Date: 01/24/2024
Greeting from Amazon Services,
In order to close your account you need to clear negative balance associated with your account.
Please note that you will need to repay the negative balance I had outlined before in order to complete your account deletion request. If this is not done then we will have to close the case, and you would need to contact us in the future to continue the process.

Please let us know once you have completed the wire transfer, and provide the following information:

Proof of payment: This could be an image, a document, or similar payment confirmation.
Payment amount
Reference code: This is not a tracking number.
Date and time of the payment

Once we have that and the payment is verified it can be moved to your account to offset your debt, and then your account deletion request can be completed.
We recommend you that you need to send information about this complaint to Amazon through the channels offered to you via Case ID: ***********.
Customer Answer
Date: 01/25/2024

Complaint: 20890717

I am rejecting this response because:
Ill reframe my complaint because Amazon is ignoring the content of my messages.
I contest the charges in question and I am asking what basis Amazon has for the charges they are claiming are outstanding, when these fees were charged to my account when my ********************** account was deactivated by Amazon.
See previously supplied attachments of Amazon dashboard and amazon deactivation emails.

Sincerely,

***********************
Business Response
Date: 01/30/2024
Greetings from Amazon Services,
In order to close your account you need to clear negative balance associated with your account.
Please note that you will need to repay the negative balance I had outlined before in order to complete your account deletion request.
Further, I see that you have been charged with Subscription fees and you have used our professional services.
In this case, we will not be able to provide a reimbursement for the subscription fees as you have availed the services.
****************************************************************************

Customer Answer
Date: 01/31/2024

Complaint: 20890717

I am rejecting this response because:

Complaint: 20890717

I am rejecting this response because:
The response below was received 1.26.24 from Amazon by email.
My response to the below message is as follows:
In Oct 2021, I contacted Amazon because I started to receive subscription charges from Amazon CA after my account was inactive. I reached out several times during that period and had the same frustrating experience as now, that i was being charged for a subscription i was not using, reference Case ID_**********. At that time and since I did NOT activate the CA marketplace and i confirmed with Amazon CA that my account was INACTIVE after the issue referenced in CASE ID_**********.
I previously attached screenshots of my account, before it was closed to me, that my account has had no activity. It has been INACTIVE, followed by deactivated as stated in previous messages. Amazon CA has been charging subscription fees regardless.
I will pay the balance for this to get my account finally closed. That does not mean that i agree with these charges, and i'm sure that a class action suit is imminent.
I need payment information because i cannot get into the seller account and the previous instructions did not provide the proper details for an international wire transfer.

__________________________________________________________________________________________________
Re: Your BBB Complaint ID: ******** RE: Account Access Issue
Hello from Amazon Selling Partner Support,

On checking the system I can see you have made contacts, but no details on repaying the balance on ******. Please note that the system shows the account was created with ****** as the home Marketplace, and as such has been charging the subscription fee there. As part of the creation process you would have added a credit card, which is why you had seen the attempts to charge the subscription fee. The account also shows that you had created listings, and as such have used the account and are not eligible for any subscription fee refunds due to this.

In order to complete the account deletion request you made we do need you to pay the balance as outlined in my previous response. Please review the information I provided before and contact us once that is complete so the account deletion request can progress.

Thank you for selling with Amazon,

**************
Amazon.com Seller Support
=======================================
MORE WAYS TO GET HELP:
Visit our Seller Forums for help from other sellers: **********************************************
Browse all Seller Help topics: ***********************************************

To contact us again about this issue, please use the Contact Us form in Seller Central using the following link:

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

Please note: this e-mail was sent from a notification-only address that cannot accept incoming e-mail. Please do not reply to this message.

Sincerely,

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

Sincerely,

***********************
Business Response
Date: 02/01/2024
Hello from Amazon,

I am unable to locate any seller accounts using the email address provided within the complaint, ******************************** For security reasons, I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please provide the email address that was used when registering the seller account.
Initial Complaint
Date:11/18/2023
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.
I bought a ****** Pixel phone and two more items from Amazon last Friday, October 17. Order #***-0082295-0441809 - ****** pixel phone 549USD Order #***-8201744-0223421 - lights and pixel phone case ******** I just confirmed with my bank that the amount charges pushed through. But just a while ago when I was checking the status of my orders, Amazon says my account was closed saying they sent an email for additional information, but I didn't receive any email! I contacted Amazon support and they keep saying they will be sending a form via email. but till now I receive nothing! Now I'm stressed what will happen to the orders WHICH I LEGITIMATELY PAID with my hard earned money!I'm not sure but there is something fishy with this business practice of closing an account once orders got paid. Can you please help me on this issue?Please see attachment.
Business Response
Date: 11/21/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 19 November, 2023 confirming account reinstatement.

Sincerely,

*****
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.
But to add, which I have also told the customer rep I have talked to, the message of account getting closed is misleading and will evoke a heated response like what happened to me. Hopefully they will check it to improve their communications with their customers

Sincerely,

*********************************
Initial Complaint
Date:11/18/2023
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.
Im a 3rd party seller stuck in a situation that the frontline Amazon teams are unable to comprehend. They only provide automated or broken, unhelpful replies that indicate my appeals arent really being read. Im trying to resolve an ASIN violation tied to product authenticity concerns which are not truly related to authenticity. Now, the status of ASIN B08Z7HFSSF has affected all my listings for **** brand. The crux of the issue with this ASIN is that the detail page has been tampered with, and now reflects a completely different product version. I tried to explain this, but the frontline is not listening. Amazon denies my appeals stating they cant verify my supplier, but my supplier is one of the largest sporting goods chain department stores in the US (Scheels). I just need someone with a shred of acumen to review my appeals to remove this violation from my account so that my other **** listings can be reinstated.
Business Response
Date: 11/20/2023
Greetings from Amazon.com,

Thank you for contacting us regarding the seller's situation with the status of ASIN: B08Z7HFSSF.

At this time, I was unable to locate any seller accounts using the email address from which the seller wrote in with, ****************** For security reasons, please let the seller know we are not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Ensure that all future contacts are sent from the email address used to register the seller account.

If the issue is still unresolved for the Seller account, the seller will need to send a new email to Amazon from the email address used to register the seller account.
Customer Answer
Date: 11/26/2023

Complaint: 20890604

I am rejecting this response because: my amazon seller account is ***************************.

Sincerely,

************
Business Response
Date: 12/01/2023
Hello,
We have accepted seller's selling application for the brand **** and seller has been notified of the same. Seller is now eligible to sell **** products on Amazon platform.
Sincerely,
Amazon.com
Initial Complaint
Date:11/18/2023
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.
-?order number: 113-5522076-1580209 - item :Tineco iFLOOR 3 Breeze Complete - amount: ****** (****** from gift card)issue: returned item within return policy, Amazon refusing to refund me unless i provide outrageous private information. one associate tells me it's due to unusual activity on my account despite nothing has been changed. the other associate tells me there is no suspicious activity and that this is something they just started doing.
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 #***-5522076-1580209 regarding the refund for the item you returned.

Based on account details and recent information shared, the concern team will only handle the issue directly.

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.

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

Complaint: 20890547

I am rejecting this response because: I will NOT provide my private information -government ID. I returned the item in working condition within the return policy window as indicated in the attachment.

There wasn't an investigation when i made the order, there shouldn't be one when i return it.
Furthermore your excuse as to why you need my government issued ID makes no sense. First one rep told me that there was unusual activity on my account, then another rep is telling me that it's just a new "thing" you're doing but there's no unusual activity.
There is no unusual activity on my account. Same card, address, name for months.
No other retailer requires ID so long as the consumer has their receipt. You have the receipt and the item.
To refuse my refund without my private sensitive information when the item is in your possession is illegal.
Refund me my money.

Sincerely,

***********************
Customer Answer
Date: 11/21/2023
so they are allowed to keep my money??!!!!!!!
Initial Complaint
Date:11/18/2023
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.
Returned a product back in September and it clearly states Amazon received it! Now they are re charging for this item and saying they need my ID or wont issue me a refund?! This is absolutely insane! They received their item and now recharging my credit card
Business Response
Date: 12/29/2023
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 #***-0879026-0219415 regarding charge on the order.

Based on investigation, the item you returned is not the item which is expected to return. Hence you were charged 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:11/18/2023
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.
Amazon is not refunding me and requesting outrageous private information from me just to get my refund. Order number 113-5734891-5809836
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 to hear about the trouble you've had with your refund for the facial serum from Order ID: *******************.

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 to verify your identity before considering your request for a refund or replacement. We may also request additional information before granting your request.

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

Thank you for your understanding.
Regards,
Priyanka
Amazon.com
*****************************
Customer Answer
Date: 11/27/2023

Complaint: 20890480

I am rejecting this response because: Your response is invalid at best. You are claiming you need to verify my identity however I am still able to place orders. If you believe there is fraud going on then you should restrict the entire account. My bank card is stored on my account, you have my address and name on my account and I have been a member for multiple years. This is a classic case of Amazon not wanting to provide refunds to customers. If you look at the volume of my purchases vs the amount of returns it is very reasonable. Amazon does not do quality control on all of their orders and a lot of them get damaged in transit or they are expired. So I will absolutely return everything that is not to the standards I require for products that I put into my body such as face serums or health supplements. Due to this poor customer service I have received from ********************** and delayed shipping I have purchased most of my items elsewhere the past few weeks. Once this case is resolved satisfactorily to me, I will be closing my account with **********************. Also, stop sending me personal emails, I will not reply to them. Send them as a reply in this thread.

Sincerely,

***************************
Initial Complaint
Date:11/18/2023
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 was sent a Firestick to replace one that no longer worked. I was told if I didnt return my old one, I would be charged $15. Later I received an email stating I would be charged $500 if I didnt return it. I contacted customer service and was told this was a mistake and not to worry about it. Today I was charged $514.10 for not returning an old Firestick which is about $20 new. Nobody can explain this exorbitant amount. All Im told is when I return it, I will get a refund. How can Amazon charge me $500 for a $20 item??? And ** told it will take 3-5 business days for a refund. Ive been a loyal Prime customer for years and expected better from Amazon.
Customer Answer
Date: 11/21/2023
I would like my money refunded ASAP as this has been returned.
Business Response
Date: 11/23/2023
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 #***-4980005-1027455 regarding the charge you mentioned.

I'm sorry for the inconvenience caused due to the incorrect charge which was made automatically as the system was not updated about your promise.

In order to resolve the issue, I've issued refund for the charge made on your account on Wednesday, November 22, 2023 at 2:22 AM (PST).

You'll receive the refund within 3-5 business days to your original payment method.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:11/18/2023
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.
October 9th, 2023 I purchased a Razer Keyboard from Amazon.com. When item arrived it arrived outside of a normal shipping box. I got home several days later from being out on the road as a Truck Driver. I picked up the package and noticed that it seemed pretty light for what was supposed to be in the box that showed to the world the item that was supposed to be in it. I looked the box over and seals of the box seemed to of not been tampered with. So, once I opened the box I realized it was defiantly empty. I filed a return with amazon and in the return section of what was wrong I put that the box had missing items. In the description field I explained that the item was received empty and that it was received outside of a normal shipping box which showed to the world what was inside of it and that is unusual for AMAZON to do. They accepted the return and said that it could take up to 30 days to process my refund. its been about 30 days now so I contacted amazon and they said I have to provide an ID for them to process my refund and why it hasn't been done yet cause of unusual activity. Asking for my ID is an extreme request to process a refund on top of the fact that if there indeed was unusual activity then why have i since been allowed to buy and return with amazon. As of now they refuse to give me my refund until i provide my ID that they do not need to process my refund.
Business Response
Date: 11/21/2023
Hello *******,

I'm Priyanka 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 hear about the trouble you've had with your order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Could you please write back to us with the order ID so that I can investigate this further for you? It can be located on your Amazon account here:
***************************************************

If the order is no longer visible, or you're unable to locate the order ID, could you please write back to us with the charge ID for the amount you were charged?

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription. The charge ID should also be visible right next to the charge on your bank statement.

If you're unable to locate the charge ID, your bank should also be able to assist you with a charge ID for each transaction that has taken place.

We can use the charge ID to trace the charge and assist you further with this.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Business Response
Date: 11/23/2023
Hello *******,

I hope this email finds you well. Thank you for writing back to ** with ORDER # ***-XXXXXXX-XXX7067.

I've verified that you were requested to provide the details of the government issued ** by our Specialist team. The government issued ** is required to validate your account, as we noticed abnormal activity on your account. Without it, we would be unable to proceed further with this.

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

Also, please be assured that all 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.

I apologize for any inconvenience this has caused. Thank you for your understanding.

We look forward to hearing from you again.
Customer Answer
Date: 11/27/2023

Complaint: 20890411

I am rejecting this response because:
Amazon is not a government entity or a division in law enforcement. The item i purchased is not an age restricted item to purchase either. If any if those things was the case then they could ask me for my ID depending on the situation. BUT, that is not the case and they have no right to ask me for my personal information to refund my money BACK to the original account it cane from. By what cause is there to request an ID for to refund money that goes back to the original account it came from? What verification is needed to return money that belongs to me? Im out if an item and my money at this point and what they are trying to do is black mail me use the reasoning of verification and use my money as the bait to do it. Yet just the other day they told me if i didnt i wouldnt get my refund and i would possibly lose the right to make any further returns. It wasnt till i threatened to do a charge back that later i received another response that said if i didnt want to provide my id for a ****** return i would have to wait it out till the refund was processed. So which one of those scenarios is a lie and which one is the truth. If my money is not returned back to me today, im going to have to escalate this by other means. Because, if verification was all they needed there is several other ways to verify me and my account and they are not even attempting to use those other options.
Sincerely,

***************************
Initial Complaint
Date:11/18/2023
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 have returned a few items to Amazon, and I didn't get a refund. When reaching out to explain the situation, they are quite rude and tell me that I need to upload my government issued ID in order to even qualify for a refund? No retailer has ever asked for my ID unless I was buying something age-restricted, such as alcohol. They are attempting to invade my privacy and holding my money hostage, even though they already have my item. I've been a prime member for 10+ years. Furthermore, the request from them to provide my government issued ID seems to be triggered by: "suspicious activity on my account". However, when I ask about that suspicious activity, they say they don't know. I am the account owner, I have the right to know if there is suspicious activity on my account. This is yet another tactic from Amazon to not refund the money after they've already received the returned item. Because of this, I've made it a point to always keep return receipts. So I have all the evidence required to prove that I've returned the respective items.
Business Response
Date: 11/20/2023
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 issue for the Order ID *******************; 112-2080321-7904234; 112-1867679-6249054.

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement we noticed abnormal activity on your account. Please note that due to proprietary nature of business, we won't be able to share any additional insight or the details of investigation methods.

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/investigate and get back to you with an update on refund for the mentioned orders in 3 days.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/28/2023

Complaint: 20890410

I am rejecting this response because:

I am not providing amazon with my Government Issued I.D.

I have returned the products, but amazon refuse to give me a refund based on their own return policy listed here: ************************************************************************************
Nowhere in that policy, does it state that I need to provide a government issued I.D. to obtain a refund for products already returned.

Furthermore, a plenty of people have been having this complaint, which can be found here: ***************************************************************************************************

I will also be filing a complaint with my our Attorney General: *************************************************************************
In addition to that, I will file a complaint with the Federal Trade Commission: ***************************************

I will also contact my bank with all this proof that I have been attempting to obtain a refund for products already returned. I also have drop-off receipts for everything.

Sincerely,

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

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