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

59,608 total complaints in the last 3 years.
21,536 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.
ORDER # ***-1867855-9674668 I purchased an item back on 09/23/2023, I returned the product back to *** on Oct 2nd, I have a receipt for the return, it has been more than a month and half since amazon received the product, but Amazon is not refunding me and they are requesting outrageous private information from me just to get my refund. they want me to upload my identification, which will be handled by a third party company.
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.

Im sorry to learn about the problem with your order #***-1867855-9674668. It is certainly not what we expect our customers to go through.

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

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

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
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.
I ordered a TV stand from Amazon, which was to be delivered on Friday, 11/17/23. I was home all day and did not get a delivery. I was forwarded a link that was supposed to be a picture of the delivery, but no picture. Now I am being told to weight until 11/30 for a delivery. I just want my money back. I spoke with someone named "sky" who said her employee # was confidential and could not tell me what it was.
Business Response
Date: 12/21/2023
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 apologize for the missing order delivery on your account.

I can see the issue was escalated to our team and after the investigation, they have confirmed that the order was successfully delivered to your provided address.

I request you to please confirm if you have received it?

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
***********************************
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.
Amazon is not refunding me or replacing item and they are requesting outrageous private information from me just to get my refund/replacement/gift card. I'm not even asking for a refund to my method of payment, I requested a replacement which they denied so I said a gift card would be fine so I can order the same item. I'm having to jump hoops with the Amazon Associates and I'm not comfortable giving them my personal, private, confidential information as they are requesting and not willing to tell me why they want this information. Associate told me to verify my information so they can help me but that's not acceptable and I never got an answer why they want my personal information. Here is the response from them: unable to offer additional insight on this matter. If there is a different issue I can assist with, I'd be happy to assist; otherwise, I'll need to end this chat now.I'm really sorry but we don't have any additional insight into this matter. To process any of the refud, we need the details to be verified by our account specialist department. Please understand that this is to avoid the inconvenience of providing the wrong information or taking the wrong action and this will help us in assisting you more precisely I responded asking why this was needed and they won't tell me so I'm not giving them my personal and private information. I am willing to accept a replacement or a gift card since being it back in original payment seems to be a problem.
Business Response
Date: 11/21/2023
Hello *******,

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

I'm sorry to learn about the problem with one of your orders with us. It is certainly not what we expect our customers to go through.

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

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

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

We appreciate your patience and understanding.

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

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/28/2023

Complaint: 20888657

I am rejecting this response because: this does not resolve anything and I still have not got my refund for this.

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.
Amazon is finding reasons to not refund my money which was returned and in their possession. They made me go circles and asked me to upload my drivers license which I did not feel like doing. It has personal information and God knows why this is being asked. Despite doing that they haven't returned my money in two orders and their customer service is extremely rude.
Business Response
Date: 12/17/2023
Hello ******,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item roborock Q7 ***************** and Mop with Auto-Empty Dock Pure, Hands-Free Cleaning for up to 7 Weeks and the damaged item Ferrero Rocher, 42 Count, Premium Gourmet Milk Chocolate Hazelnut Holiday Gift Box, **** Oz.

Upon checking I see that the refund of $534.99 has been issued on November 24, 2023 and $21.04 has been issued for the above mentioned items to your original payment method. Gift card refunds are processed in 2-4 hours and the credit card refunds are processed in 3-5 business days.

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

Thank you for your patience and understanding.
Regards,
Pratap
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've had my amazon account for 12+ years & was advised today 11/18/23 @8am for the first time in history that in order to receive my refund for a returned item they received that I would need to send Amazon a copy of my driver's license to be validated by a 3rd party company, "Persona" whom in their privacy policy state that they collect & may or may not sell your information which to me is extremely alarming. Amazon's reasoning is that they have flagged my account for having verbatim "unusual or abnormal refund requests". Which when asked to explain further what is considered "abnormal" in requesting a refund for a returned item they couldn't elaborate. Legally, they do not need this information to do returns and refunds as they simply refund back to the source that initially paid them so there is no reason, they need an ID or other information to do a refund, that's ridiculous practice. In addition to this, it does not say anywhere in their return policy that this will ever occur. Nor did they require such sensitive information upon opening of the account in the first place.
Business Response
Date: 11/21/2023
Hello ****,

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

I'm sorry for the trouble you had with the orders.

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.

We look forward to see you soon.

Regards,
Praveen M
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.
Amazon is refusing to provide a refund for multiple items I have sent back within the past month, saying that they require ID because of abnormal activity detected by the system. I have been a prime member for years and have never had an issue with this in the past. I dont feel comfortable submitting information that sensitive not only because I dont believe its safe, but nobody I have ever known that uses Amazon has needed an ID submission for a return. Attached are my invoices that should help with a resolution. One is for a portable battery (the cable is separate and needs no investigation), that I sent back in perfect working order which was around $100. Another is for 3 led strips, also in good condition only used once but returned because they werent bright enough and the adhesive wasnt strong enough for my needs, these in total were $82.70. The third and final item I need help with is a Pokmon Go Plus device that I used a single time for one night and realized it was a complete waste of money and returned in quality packaging with no damage so that it could be sent back with no issues. However when Amazon received the item they charged me a 100% restocking fee and said it was in unsellable condition. I only got a refund of $4.41 when I spent $56.53 on this. I have tried time and time again to get all these issues resolved through chat support and by calling but Amazon continues to provide no resolution and transfers me from agent to agent with no resolution in sight. Im reaching out to get my money back for these items because Amazon has had terrible customer service. Attached are all my supporting documents + invoices with the issues Ive been having. If you need any additional information from me please dont hesitate to reach out to me at ************************ at your earliest convenience.
Business Response
Date: 12/10/2023
Hello,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned items.

A careful review of your account reflects that the correct information has already been provided.

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

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

Thank you for your understanding.

Regards,
Pratap
Customer Answer
Date: 12/13/2023

Complaint: 20888381

I am rejecting this response because:
Nobody can provide me an explanation as to what abnormal activity has occurred and I dont feel comfortable sending in my ID. Why do you guys need such outrageously private information for something like this? I have never needed this in the past nor has anybody Ive ever met thats been using Amazon. At this point it feels targeted and you are intentionally stealing my money without providing anything other than a vague explanation as to why.
Sincerely,

***************************
Initial Complaint
Date:11/18/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A fraudulent purchase of 2 jet printers were made on my Amazon account on July 20th, 2023 for $226.56. The seller of the two jet printers was Amazon.com. I notified Amazon, reported my debit card as fraud to my bank and returned the items to Amazon the same day. However, instead of refunding the money to my bank, like I'd requested, Amazon attempted to add a gift card credit to my account. Yet immediately after issuing the gift card, a $70 game card was fraudulently purchased on my account using the same gift card. Amazon customer service was immediately notified and in response, they completely revoked the gift card from my Amazon account. It is now November 18th, 2023 and I have still yet to receive my $226.56 refund even though the items have been returned to Amazon. Amazon has even sent proof that they have received the items and even changed my account to show a refund is due to me but has sent no refund. I have made numerous attempts, on a weekly basis since July, to Amazon's customer service department to resolve this issue, which has proven to be ineffective.
Business Response
Date: 12/17/2023
Hello *******,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our internal team has already reviewed this and below is the response from them :

' I've requested a refund check be issued to you for $351.56 which can take up to four weeks to be processed and delivered.

I'll follow up with you on January 19, **** to confirm the check has been received.

Thanks for your patience and I hope you have a wonderful afternoon. '

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************.
Customer Answer
Date: 12/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date: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 ordered this from my daughter for Christmas. in the picture it shows you get the food tray and play food with it. I did not get those items. all I wanted was to return the time and order the correct one with the food tray and play food. They are refusing this action stating I need to send an ** verification in. My computer and my phone both blocked this website as a scam from my firewall. I contacted them and they now have locked my account and I cant get access to any of my Amazon orders without doing this ** verification thing. All I wanted was to return the item for a refund to order the correct item. It wasn't even my fault they advertised it incorrectly. They will not give me proper details about the abnormal activity they are stating is on my account. They just keep stating the same thing over and over again stating I have to do the ** verification and I have no choice. My next step after this is to dispute it with my bank and block all purchases through Amazon. Can someone please help me with this? I know it isn't a lot of money but its the fact of the matter they are holding my account hostage now if I do not give them my **. I feel this is illegal. I understand they have to do their investigation however they have everything on my account to do that. I've spent thousands of dollars on them and now they do this. WTH
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 your order ending in #****. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Saturday, November 18, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

As soon as return is verified and processed, a full refund will be issued against the order.

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

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

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

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

We appreciate your patience and understanding.

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

Najam
Amazon.com
***********************************
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 ordered 4 black furrino bookcases. Their height did not match the website description. I requested a return. Amazon said *** would pick up the return. *** just left shipping labels without knocking. I attached the labels but *** did not come back. I contacted Amazon customer service to see if they could get *** to come back. Vennize started off pretty rude. The previous customer rep had been difficult and wasnt resolving/understanding the issue. I stated that because of the problems I was going to file complaints if the issue couldnt be resolved. They then asked me what happened after ** explained to them, so I reexplained. They then shouted at me in all caps to which I said I would include that in my complaint. They said they were going to refund the items but if I wanted to be like that fine. I apologized and thanked them. They then said theyd have to think about whether to help me, basically threatening not to. However, they did ultimately say they would process a refund without return for the items, which I appreciated. I apologized if I came off rude and explained my hackles were already up from the previous associate and experience. They clearly sarcastically thanked me for my precious time. I then went to confirm the refunds were issued and the customer service representative, *********, said that no refund had been issued. So Vennize basically lied. ********* said they would issue the promised refunds. I go back to check again and **** says the refund has not been issued. **** then started to help me, made me wait 20 minutes, then disconnected the chat.
Business Response
Date: 11/22/2023
Hello Kaci,

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 your order ending in #**** and about your experience when you contacted our customer ******************** team.

I would like to assure you that we take such complaints seriously and that the conversation with colleague-************;will be reviewe, to ensure appropriate actions are taken.

The other 2 colleagues mentioned in the complaint will also be coached accordingly for not handling your query efficiently.

Please know that we do value your business with us and I hope you'll consider this as an isolated case.

As a goodwill gesture, I have issued a $15.00 gift card to your account which can be used against your next order with us.

I can confirm that a refund of $135.94 ($65.46 & $70.48) was issued to original payment method on Friday, November 17, 2023. All refunds are usually processed within 3 to 5 business days.

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

Thank you for 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: 11/30/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date: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 returned an item because I was unable to use it since I needed a different size , I returned item and it was delivered to Amazon, I was supposed to get the refund once it was returned but Amazon kept changing the refund date and now they asked for my ID , I regret sending my ID since I looked at the email from Amazon and some spelling is wrong which raised concerns. I want my refund, Amazon keeps giving me the run around asking for too much personal information.i already returned the item and was delivered to them October 30,2023 . It's now nov 17
Business Response
Date: 11/20/2023
Hello *******,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

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

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