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

59,721 total complaints in the last 3 years.
21,542 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: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.
Hello, I placed an order for a trijicon rmr on October 9 2023 for $529.99. After receipt of the item I realized I overpaid as it was cheaper on another website. So I opened a return explaining that I found a better price. Amazon said no problem just pack it up and return it. So that is what I did. They received the item on October 25 2023 and said it was being processed and that I would receive my return by Nov 10. Then they changed the date to Nov 14, then changed it again to Nov18. Now there is no date listed at all. So I got ahold of customer service this morning and they stated I would need to give them a copy of my photo ID in order for them to process my return. This is unacceptable to me as i have been an Amazon customer for many many years. I have an ********************** credit card also that I have been using for years. Never once have I been told I need to give my photo ID for a return. This just seems fishy and makes me very uncomfortable that they would do this. I just want them to return the money for the item that I already sent back to them.Thank you for your time and for any help you can provide in resolving this situation. Sincerely, ***********************
Business Response
Date: 11/25/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding your order 111-3841224-8495463.We kindly request you to provide us the return tracking in order to verify the return.Once we confirm the return we will process your refund.

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

*****
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.
Photo enclosed.I ordered 3 different jackets pull on apparently they came out of *****, the delivery service would "claim" it delivered the packages to the recipient which was not true, what they didn't explain was it was left in a mail box. I have it set up in the amazon accounts how i want the deliveries, to be placed at the front door on my porch. Only a few times this has happened but these last 2 times it didn't. For one thing, the mailbox is a small tiny apt size and the package may not fit.My issue with this business is they did this to me on my last account set up under the email ***************** I was blocked from leaving reviews - figuring it was a hacker I deleted it and made a new account under the email ***************************** come to find out it is AMAZON doing this ! This business is unprofessional - you may get to find things on here where you cant anywhere else , however why have an option to leave a review about the merchandise if its going to make you flip out? Consumers shopping have a right to know how the product they received looks etc. Amazon expects you to lie about it if your unhappy. Something I will not do. Case in point 4 months back I ordered an electric pump sprayer for out doors to spray some pest control to kill off crickets, I left a review explaining that even though it only held a gallon worth of insecticide and water the product still worked great and was pleased. Amazon remarked it was unacceptable because i didn't lie and pump up the review like it was out of this world a must have item! So i removed all my 5 star reviews , figured amazon going to behave like a spoiled little crybaby, then why bother. Now here they go again. Blocking me again. These people can go to ****, this is the most unfit business I have dealt with. a bunch of foreigners acting like they are a federal judge. Get a life!
Business Response
Date: 11/22/2023
Hello,

We have reviewed the customer's account and determined they still have reviewing privileges.

We are unable to provide information on our investigation methods.
Customer Answer
Date: 11/22/2023

Complaint: 20889414

I am rejecting this response because: I disagree with the excuse, either way, it would be easier to state its a hacker doing all this but in essence it is Amazon, according to the Rep i spoke with last week it was discussed that my delivery preference was set to be on my front porch of my door, not shoved in my mailbox, 2 packages were delivered in my mailbox cramming everything in, mail service cant put my mail in because amazon claims their merchant customer is unreachable which is a complete lie. Amazon will weasel out of anything that can corner them at a fault. The order I received was a ZPWSHI Women's Classic, I ordered 3 different designs, the first 2 were the ones shoved in the mailbox making it difficult to retrieve as the size is 4 x 4 x 12 small apt size, not made for bulk packages, and when i received these jackets that were advertised as "Cotton" they are only POLYESTER, and very thin. So yeah I am going to make a honest review so other consumers aren't mislead. This is what AMAZON DOES NOT WANT ANY CONSUMER to do, is tell the truth. so Relax amazon, i don't need your special privilege to make reviews, I have removed all and will never review on your site EVER again!, instead I will post it in a shop group online for public viewing letting all know what was received and how it was delivered, as for the 3rd item of this jacket still not delivered, you can tell your merchant customer to keep it, i am not satisfied and wont order any more products with this type of behavior. I find you truly pathetic and unprofessional in your line of work.

Sincerely,

***********************
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.
113-2548662-6032218 I ORDER A **** I DID NOT RECIVE. FOR 2 MONTHS.I CALLED IN AND WAS TOLD ABY AMAZON WHEN SAID **** WAS DELIVERED. IT WAS STILL LATE I WASTED MONEY COMING BACK TO PICK IT UP . 2 WEEKS LATER. THE **** ON SITR SAYING IT WAS DELIVERED ON NOVEMBER 2. IT WASANT.IT SAID IT WAS DELIVERED ON NOVEMBER 10. IT WASANT ON NOVEMBER 16 I CALLED AND ASK FOR REFUND AND COMPENSATION FOR LIEING. I ALSO CALLED **** AND THEY SAID THEY ***** RECIVED IT. SO YALL LIED ON A FEDERAL BUILDING I request refund 30 (plus wasting my time of 141 in gas money expecting it to be there.FYI ( I will copy this and the master one bbb and send it to the federal Bureau). I know yall understand what I asked for last time.
Business Response
Date: 11/20/2023
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.

Im sorry to learn about the problem with the delivery of your order ending in #****. It is certainly not what we expect our customers to go through.

We will forward the feedback to our Logistics team to ensure this delivery is investigated.

Upon reviewing the order, I can confirm that a refund of $30.70 was issued to original payment method on Wednesday, November 15, 2023. All refunds are processed within 3 to 5 business days by your bank.

I understand that this has been a frustrating experience for you, however, we're unable to offer any compensation in this case.

Please rest assured that we will review previous conversations and if any incorrect information was provided, our colleagues will be coached accordingly.

Once again, we apologise for the inconvenience and frustration this situation has caused you.

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

Complaint: 20889373

I am rejecting this response because:

Sincerely, still want compensation but okay

*************************
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.
ORDER # ***-7530756-2540252 Description states product would come with (2) batteries, product arrived with only one. Read reviews and other customers stating same issue. Sent back return on 10/27/23. Item arrived at return location on 10/31/23. Contacted amazon on 10/16/23 and was told by representative that Return would be processed on 10/17/23. Contacted customer service again on 10/18/23 because refund was not issued. Was told by ****** (part of leadership team/supervisor) that I HAVE to provide my personal ID in order to receive a refund on this item. If I don't provide my ID I would not be given a refund.
Business Response
Date: 12/06/2023
Hello,

We have denied the customers request for a refund of USD ****** on order 114-7530756-2540252 as we have not received the promised return yet. Customer also raised a chargeback dispute on this order and the dispute is closed in Amazon's favor by their card issuer after proper validation of the evidence shared by Amazon. Kindly request customer to reach out to their card issuer for more information with regards to this reimbursement.

Sincerely,
******
Amazon.com
Customer Answer
Date: 12/06/2023

Complaint: 20889369

I am rejecting this response because:
The merchant is blatantly lying regarding the outcome of the dispute. I have uploaded the *** tracking information showing proof return was received on 10/31/23 and my dispute tracker with credit card processor showing the open and active dispute as of 12/6/23 12:25pm pst.
This order ID: *******************. *** Return Tracking# showing proof of return delivery:1Z55AY229020119708
Additionally this merchants requirement to provide personal ID in order to receive a refund on returned items have forced me as of yesterday 12/5/23 to dispute two other transactions for items that were returned and received by amazon.
Additional ORDER # 114-3833875-0625062. *** Return Tracking# showing proof of returned delivery on 11/17/23 :1ZR9Y1900316836436
Additional ORDER # 112-8251175-1152253. *** Return Tracking# showing proof of returned delivery on 11/17/23: 1ZR9Y1900316836436* Tracking numbers are the same as they were dropped off together with Amazon's provided QR codes to ***.
These are just (3) examples of Amazon attempting to borderline bully customers into gathering unnecessary Personal Identifying Information when returning items. Personal Information that is not needed. It is my right as a consumer to protect my Personal Information against the multitude of data breaches that surface on a yearly basis with multiple large name companies. I understand Amazon's own privacy policy however they do not hold a crystal **** and could like have data breaches in the future to which I do not want my personal ID information apart of. Forcing me and holding the item AND my money hostage is not acceptable by any merchant.
There are multiple complaints recently regarding these exact tactics by other consumers. The Chase representative I spoke with yesterday said they receive daily calls regarding this exact situation.. This "new" policy is exploiting Amazon customers. #1 They do NOT send out an email to inform you they need additional documentation because they are hoping you don't bug them about it and assume the return just "goes through". This results in Amazon keeping your money and the returned item. #2 They ONLY send you this additional documentation (personal ID) request when you call or chat with their agents. This email states that If you don't send your ID you forfeit your right to be eligible for a refund (and presumably the item you already returned.)
This new policy will ****** national media attention. This is a poor and unethical way for amazon to gear up for the holiday season and January returns.
Sincerely,
*************************
Business Response
Date: 12/18/2023
********************,

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 understand your concern regarding the refund on this Order ID: *******************.
I've checked your order and see that the dispute was resolved in Amazon's favor. In this case, please check with the bank so that they can help you further.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Customer Answer
Date: 12/24/2023

Complaint: 20889369

I am rejecting this response because:
despite Amazons continual canned messages; falsely claiming this has been resolved in their favor. I am providing another screen shot and proof this is still under investigation.

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.
Dear Amazon Customer Service,I am reaching out regarding an urgent issue with my Amazon account associated with the email ************************************************* under the name ****. My account has been unexpectedly closed, blocking my access to essential services and content.As a dedicated customer, this sudden closure without prior warning or clear reason is concerning and inconvenient. It has significantly impacted my usage and reliance on Amazon's services.I request a prompt investigation into this matter. Please provide a detailed explanation for the account closure and any necessary steps I need to take to resolve this issue.Your assistance in reinstating my account is crucial. I am ready to provide further information or documentation as required. A quick resolution will not only help regain access to my account but also reinforce my trust in Amazon's customer support.Thank you for your immediate attention to this matter.*********,****
Business Response
Date: 01/19/2024
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 reviewed your complaint and apologies for the inconvenience you have experienced with Account.

We have restored your access to this account and processed any pending orders. You can track the progress of your orders in the "Your Account" section of our website.

Thank you for being a valuable customer to **********************.

Regards,

*****************************.
Initial Complaint
Date:11/18/2023
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.
This business has been refusing to post my honest review of a dog cage that I bought in September. Someone will contact me if more information is needed to find the review in question, but the review will be posted.
Business Response
Date: 11/21/2023
Hello,

I am ******** 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 understand you are unable to leave the reviews on your account. I'm sorry about that.

I request you to please help me with the order# for which you are trying to write review and the screenshot of the error message you are getting when submitting it.

Once the details are received, I'll be able to look into it and help you further.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 11/25/2023

Complaint: 20889335

I am rejecting this response because:
Theyve done absolutely nothing to fix the issue except waste my time and keep telling me to do things on my end that make zero f***** difference
Sincerely,

*******************************
Customer Answer
Date: 11/28/2023
ORDER NUMBER
114-8069796-6887429

AS IVE ALREADY STATED MULTIPLE TIMES THERE IS NO ERROR CODE GIVEN WHEN SUBMITTING THE COMPLAINT
Business Response
Date: 12/01/2023
Hello,
We reviewed the information you provided, but determined that no further actions are required from our end, since the review in question is alive and can be seen in the following link: ****************************************************

Please note that the delay in the publication of reviews on our site is due to the fact that we are checking for inappropriate content. During this time, the customer reviews will be marked as "hidden". Reviews are usually published within a few days of being sent.
Amazon Review Moderation team
Initial Complaint
Date:11/18/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently bought a dining room set by mistake. I finally got Amazon to cancel the order; however, I was charged for a service of room of choice delivery option for $21.19. I dont have any need for this service since I didnt get the furniture. Ive called Amazon numerous ************ will say they are canceling the service but nothing ever happens. Please help me. Thank you
Business Response
Date: 11/22/2023
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 apologize for the inconvenience that you've experienced in this case. We'll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and taken necessary actions on the order.

We have successfully cancelled Order 111-5223741-4385035 on November 21, 2023 and $21.19 which was authorized has been reversed.

In most cases, once authorization is cancelled and amount is reversed, the issuing bank will release the funds it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

Regards,

Sahitya
Amazon.com

*****************************
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.
Gentlemen: On Oct. 30 I purchased an Alesis Recital Grande piano from Amazon order # ***-4273338-1597023. On Nove. 2 I returned it as requested to *** Store in ********* for a refund. I simply was unhappy with the sound quality. It was received at ****** ** on Nov. 9. (1Z9E78519022803781).When requesting the status of my refund Amazon customer service several times maintained that there was abnormal activity on my account and would require a govt. issued **. I refused. stating that they had my credit card information and could simply refund the $476.56 to that card. They stood firm on needing an I.D. I relented because they informed me that if no ** was sent the refund would never be sent and issue would be closed. Now they are informing me that the ** (license) I sent was blurry so I needed to send another. Please help me #1 get my refund without sending another ** and #2 have them send me documentation that they have deleted my "blurry" ** that i hesitated to send in the first place. I've heard good reviews of your customer advocacy approach.*****************************
Business Response
Date: 11/20/2023
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've reviewed the complaint and understand your concern regarding the return refund issue for the Order ID *******************.

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 as we noticed abnormal activity on your account.

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 and rest assured protecting your privacy and the security of your data has always been a top priority for us.

I see ID has been submitted, once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. After 3 business days, you can contact our support team to learn the outcome of the investigation.

Further, we are not able to take additional actions, including overriding their decisions for next steps.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/27/2023

Complaint: 20889212

I am rejecting this response because:
I should not have to send a government issued ID since I used a credit card that Amazon has on file to make the purchase, so a refund could easily be sent to the credit card used to purchase the piano. I requested specifics of the abnormal activity that was noticed on my account and ********************** personnel would just say that "specialists" determined that and they were inaccessible to provide answers. I sent a driver's license as indicated in the response from Amazon but received a message from Amazon that it was too blurry. This all seems strange to me and I feel uncomfortable sending them a government issued ID again. I need your support to get my refund I've been awaiting now for almost a month!!!

Sincerely,

*****************************
Business Response
Date: 12/03/2023
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've reviewed the complaint and understand your concern regarding the refund for returned item from Order 111-4273338-1597023.

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ** before we can proceed with your request for a refund.
We'll not be able to offer any additional insight in these matters.

After looking into our records, 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. If we are unable to verify your ** you will no longer be eligible for a refund on this order.

Please contact our team so they can assist you with new link where you can upload document for verification.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/06/2023
On Dec. 5, 2023 I resubmitted my driver's license for the 3rd time. Tried the first time with the camera on my **** computer and then twice with my cell phone. I do not know how I can further comply with this request. I am an Amazon Prime member and they had no problem billing me for another year's membership yesterday..Really need your help!

******************************
Business Response
Date: 12/27/2023
Hello,

We have denied the customers request for a refund of USD ****** on order 111-4273338-1597023 as customer was already refunded by their bank. Customer raised a chargeback dispute on this order and the dispute is closed in their favor by their card issuer. Their card issuer debited Amazon for the disputed amount of USD ****** and should have credited customer's account by now. Kindly request customer to contact their card issuer with this case ID: ********** as reference to trace their refund transaction.

Sincerely,
******
Amazon.com
Customer Answer
Date: 12/27/2023

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,

*****************************
Customer Answer
Date: 12/27/2023
Thank you for your support in this frustrating issue. Possible Amazon will closely examine their refund policy in light of this situation
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 apple airpod pro maxs on november 6 2023. when i received them i put them on and connected them to my phone and they connected like apple product normally do but upon further inspection i learned that they werent authentic, they were plastic, the volume crown was clicking and it was flashing multicolored lights. i let amazon know this and they gave me a return authorization and i returned them to *** on november 7th 2023. the item was delivered to amazon on november 13 and i still havent recover my refund so i chatted with amazons support and they told me 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. Amazon isnt refunding me and theyre requesting uncomfortable and outrageous private information from me just to get your refund. something that ive never had to do. amazon is saying that they need my id but ID is not necessary for a refund back to original payment method for an item they already have in their possession. the email for my account is ************************* and the order number is 112-5104729-1245803
Business Response
Date: 11/20/2023
Hello Honour,

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've reviewed the complaint and understand your concern regarding the return refund issue for Apple AirPods Max.

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 when it is with in 30 days return refund time frame.

Once the carrier has received your package, it can take up to 30 days for us to receive and process your return.

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.

However I see that we have received the product and refund of $519.59 has been processed on Monday, November 20, 2023 to your **** and Estimated Refund Date for the return was Thursday, December 14, 2023

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:

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

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

***********************************
Initial Complaint
Date:11/18/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently but glasses ******* RX7074 Square Prescription Eyeglass Frames, for ****** ( total ******) the glasses came damaged. The one arm of the frame was cracked and the lenses were all knocked out. I spoke when Amazon and they said please send the item back. It may have got damaged out the belts. Now Amazon state me this, Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.How will you verify my identity?In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:I dont feel comfortable given Amazon my Bar card on the back of DL. I notice a lot of people saying they spoke with BBB regarding this. Because ID have been used to look things up.
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 return refund issue for the Order ID *******************.

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 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 order.

Further, we are not able to take additional actions, including overriding their decisions for next steps.

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

Regards,

Sahitya
Amazon.com

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Customer Answer
Date: 11/21/2023

Complaint: 20889146

I am rejecting this response because this is a privacy concern. I dont feel safe having and letting Amazon have my drivers license and history. I speak with multiple people about this situation. They state as well that this is an infringement on my privacy and very concerning. Likewise, I can I was given other options such as getting help from the state as well. The item I purchased was damaged either by the driver or workers. The item came in a bag, not a secured box. The glasses looked like they were throw across the street and crushed. Not only am I out 150$. I have to go to an eye doctor to pay 545$ for glasses. So I will be out 690$. This is unbelievable that Amazon would still send damage packages. Then with hold funds to give it back, by making it harder. I would like to know other options in place to help.

Sincerely,

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