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

59,580 total complaints in the last 3 years.
21,600 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:11/17/2023
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 returned an item and Amazon is not refunding me and they are requesting outrageous private information from me just to get your refund.
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 #***-5078714-9837005. It is certainly not what we expect our customers to go through.

Upon reviewing, I can confirm that a total refund of $88.59 was issued to original payment method on Saturday, November 18, 2023.

Please allow your bank 3 to 5 business days to process the refund.

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

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

We appreciate your patience and understanding.

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

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

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,

Doku *********
Initial Complaint
Date:11/17/2023
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 purchased the Bose QuietComfort 2023 model in the cypress green color (brand new, shipped and sold by Amazon.com) - I received the headphones and after a few days, I decided the green color was not what I expected nor do I like it. I followed the process to return the product back to amazon and shipped it back via *** store drop off. I have the tracking number proving it was returned / delivered on November 1st, 2023 to Amazon.I patiently waited for Amazon to refund my money back to the original payment method, which was due on November 17th ************************************** the amazon application (iOS). After checking, the date moved back to the 20th of November so I decided to chat with a customer service associate. They told me they received it and it should have been refunded, so they would begin processing it. Then the rep told me there was an issue processing the refund so they escalated it. This was when I was informed I have to upload my Government issued ID (drivers license) to ******************** in order for them to consider refunding me. I find this to be highly illegal and extremely invasive. Ive been on amazon for decades, not a single issue with any returns nor with my account. I even use an Amazon **** (Chase) credit card for all my transactions, so they know who I am. I even called from the registered phone number, trying to get help but they insisted I have to upload my drivers license in order to get my money back.When I asked about the reason why, no representative could tell me, other than its the protocol they have to follow. Amazon should not be allowed to hold my money hostage in exchange for personally identifiable information, it is ridiculous and invasive. Again, I have had ZERO issues with my account in decades, a perfect record. They have their product in their possession since November 1st 2023 and I simply want my money back, to my original payment method (Amazon **** credit card).
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 recent order 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: 11/22/2023
The company refunded me and apologized for the experience. Thank you.
Customer Answer
Date: 11/22/2023

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. I have been refunded for the item.

Sincerely,

*******************************
Initial Complaint
Date:11/17/2023
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 order this item on amazon, Order# ***-0721981-8097865, I returned this and they also received but I haven't received my refund yet.
Business Response
Date: 11/21/2023
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
*****************************
Initial Complaint
Date:11/17/2023
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 purchased books on October 3rd, 2023 from Amazon.com. All books arrived. I decided to return books and requested printable labels on Amazon on 10/27/23 and dropped off packages to *** on 10/28/2023 at my local *** store. I have received refund for 3 of the 7 books returned. I have called multiple times and on 2 occasions have been told I need to send in ID proof to the email link. I have never had to do this and it seems extreme and unsafe--as this process is new to me and identity theft is so rampant. My packages are confirmed to be at the *** warehouse in ********, (I live in Tennessee), so they have the items I returned but holding credit/refund hostage. Packages arrived and were noted to be arrived to this ******** warehouse on November 1, 2023. I am hesitant to send in my ID as I have been an Amazon customer for years and have never heard of such. It seems so unsafe and unfair to not receive my refund. I have never had a problem with a return before.I have returned this Amazon item order: last 4 digits ****. Refund is requested for 4 items: Principles and Practice of Hospital Medicine x 2 books, Textbook of ************* x 1 book, and Encyclopedia of Heart Diseases x 1 book.I desire full refund to my credit card.Thank you.
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
*****************************
Customer Answer
Date: 11/20/2023

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.
Amazon will have to re-issue me an email link in order for me to provide ID verification, as the prior link to submit has expired. If this could be communicated to them so that we can complete this complaint it is much appreciated. Thank you for helping me feel safer in regard to sending in photo ID.

Sincerely,

***********************
Customer Answer
Date: 11/20/2023
For published complaint please keep name anonymous if possible. Thank you.
Initial Complaint
Date:11/17/2023
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 am lodging a formal complaint against Amazon for their unjust refusal to process a refund for two items I have already returned. They are demanding photographs of highly personal information via email, a blatant disregard for privacy and a gross overstep of reasonable customer service practices. This unethical request not only violates my rights as a consumer but also sets a dangerous precedent for data security. I urge the BBB to intervene and hold Amazon accountable for their unacceptable and coercive tactics, and to ensure that my refund is processed immediately without compromising my personal information.
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 recent order 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
***********************************
Initial Complaint
Date:11/17/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 5, 2023 I purchased the Vintage Style Blow Mold Light Owl Decor, Orange. Upon receiving this item it arrived packaged poorly. In the box there was no padding what so ever, the item had a thin plastic bag over it. there was a lot of room still in the box and since no padding I'm sure it was bouncing all over the place in the box. Where this item had a scratches on it my main concern is that it came with 3 batteries that were already in the owl. The owl was not working as it was flickering on and off. Where the batteries department is it was leaking and corroded with white powder which is believed to be battery acid. I contact Amazon because you cannot legally send through **** or *** or FED EX items that are leaking Battery Acid. It's a hazardous item at that point. I have contact Amazon more than once over. this item and the response is the same, they do not care that the item is leaking acid the also do not care of the federal rules of NOT SENDING hazardous waste! They told me I need to supply them with ID and because my account is flagged and at that point the MAY CONSIDER A REFUND! 1st of all NO WAY IN THIS LIFE TIME will I supply someone in a foreign country my ID. DO THEY REALLY THINK that I'm that ignorant to supply some one in ***** my photo ID when they already have all my credit card info. I also tried to reach the manufacturer of this item and there is NO possible way for. me to do so as Amazon has that information hidden. this item was ***** plus tax and that is the refund im requesting. How is it my fault that Im sent an item from an outside seller that is leaking batter fluid. The name of the company is. Seasons *** that this item came from. the order number is 112-1457590-1313835.
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
*****************************
Customer Answer
Date: 11/20/2023

Complaint: 20887611

I am rejecting this response because: I received a. response from Amazon that in fact they received my ID on the 11/17/2023. I have sent Amazon photos. of my fingers that are injured from battery acid from this Blow mold Owl. I called. Amazon again. today and the ******** service Supervisor has now requested that. I. send a copy. off. my Social. Security card. Im very. scared. that. I. decided to send in my ID not. they. want. my Social Security card. If I can't. get resolution. here I will have to call my. credit card company and file a dispute. I have proof that they received my ID. Also **** and *** along with FED EX. will not allow you to send items that are corroded with Battery acid. If you look at the reviews on this. items that are at least 2 others beside me that have complained about this item. being faulty with leaking battery acid! I also provided. a review for the product but Amazon chooses not to put it up.

Sincerely,

*********************
Business Response
Date: 11/27/2023
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.

Here upon reviewing I could see that our internal team has reviewed this and below is the response from them:

It looks like we have previously requested an ID from you, but the portal expired and can no longer be used. Because we noticed abnormal activity on your account, we need your ID to verify the identity of the account holder before we can consider issuing a refund. We may also request additional information before granting your request.

You will receive an 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.

If you have not received your refund after 4 business days, 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.

I request you to please reply to the email sent on Monday, November 20, 2023 at 3:19 PM with subject 'Your Amazon.com Inquiry' and our team will review this further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/30/2023

Complaint: 20887611

I am rejecting this response because: HELLO!!! There is NO ABNORMAL ACTIVITY on my account except being sent garbage defective products from 3rd party sellers!!!!! So because people want it return a defective item its classified as abnormal??? Thats ridiculous! I have taken this matter up with my credit card company! My credit card company has advised me NOT TO resend my ID . I have proof via email that you already received my ID. Im pretty confident that my credit card company will see what is Abnormal in this case and that will NOT be me trying to return an item that has leaked battery acid everywhere and got on my fingers causing blisters and skin removal
Have a great day!!

Sincerely,

*********************
Business Response
Date: 12/21/2023
Hello,

We have denied the customers request for a refund on OID 112-1457590-1313835 as customer raised a chargeback dispute on this order and it is still pending with their card issuer. We cannot take any action until we receive an update on the dispute, to avoid duplications.
Kindly request customer to reach out to their card issuer for more information with regards to this reimbursement.

Sincerely,
******
Amazon.com
Customer Answer
Date: 12/21/2023

Complaint: 20887611

I am rejecting this response because I tried multiple times multiple ways to resolve this situation and EVERYTIME AMAZON REFUSING to assist me. I had no other option but to file a charge back! Amazon was supplied photos of my fingers injured from battery acid from this product and refused me a refund! I did not want to do a charge back but Amazons outsource foreign *************** customer service led me to no other choice!! Shame on you Amazon! Do better and quit making excuses!! I told Amazon customer service that if they cant help me Id file a dispute and still I was treated poorly and hung up on by Amazons customer service! Sadly, the dispute I filed will cost the seller more than the item value.

Sincerely,

*********************
Initial Complaint
Date:11/17/2023
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.
This is regarding order #***-8762581-6438628 which was placed on October 27, 2023 and delivered on November 2, 2023, in the amount of $47.45. I purchased this 'Equa Holistics HealthyGut Probiotics for Rabbits' which Amazon fulfilled and shipped on behalf of Equa Holistics. When I got around to opening the box on November 15th, I noticed that the product came damaged due to lack of protective packaging materials: The powder was leaking from the lead despite having a minimal plastic seal on top. Because this is normally a non-returnable item, I contacted Amazon on November 16th via chat on their website and explained the situation. Most, if not every retailer, takes responsibility for items damaged in transit--especially if due to their negligence when packing--even when an item is non-returnable. Anyhow, I was connected with an Indian national via chat who proceeded to tell me that he can't do anything about it and exited the chat very abruptly even before I could read his full message. A few hours later, I received an email from Amazon asking me to send them a front and back copy of my photo ID in order them to investigate an abnormal activity on my Amazon account--out of the blue, mind you--and that if I don't send it in, I will not be able to proceed further to receive a refund or replacement. I've been a Prime member since 2003/4, and I also hold an Amazon charge card through Synchrony which I spend about $1,000 every month on Amazon. I find their request for a photo ID a breach of privacy and personal right. If they damaged an item, they should do what is right and try to resolve the problem rather than demanding a customer's photo ID to be sent over--especially in this day and age where hacking is common--in an attempt to deter customers from raising an issue with an item that they sold.
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 that you received the item in that condition. 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 have taken the feedback about lack of protective packaging for the product.

I assure you that we will review previous conversations and if any incorrect information was provided to you, our colleagues will be coached accordingly.

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
***********************************
Initial Complaint
Date:11/17/2023
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 placed an order for tea and paid for it. The order number is 111-9585327-9024267.Tiesta Tea -Maui Mango. I provided specific instructions for delivery. The delivery person rung the bell, however, didnt wait for disabled person to open the door. Envelope was dropped on the front stairs. When we got the envelope and opened, the metal tin, containing lose tea, was damaged to the point that plastic, covering the window for seeing tea, fell out and lose tea poured out of the tin. I contacted Amazon cust. ****, associate, but was told that they cant replace the product or refund the cost. I asked for supervisor, who told me that in order to process refund, I must upload my federal ID to ********************** due to abnormal activity on my account. Abnormal activity turned out to be multiple refunds that I had to request for various products, but for valid reasons each. Due to attempted identity theft for my husband and myself, I cant upload my ID on Internet. I offered to show my ID to the live person, but was refused. Amazon refuses to process the refund without my ID and threatened not to discuss this issue any longer without my ID. Please help me to resolve this issue and obtain refund or replacement of the product. I cant risk my real ID to go up the Internet for review by 3 rd party service provider for Amazon. Im disabled senior, have been loyal customer of ********************** and havent done anything illegal to be mistreated in such disrespectful manner. Please help me.
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 #***-9585327-9024267. It is certainly not what we expect our customers to go through.

I understand that you already contacted our customer ******************** team regarding this.

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.

Unfortunately, it is not possible to carry out verification in person and required details has to be submitted using the link in the email.

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
11/28/23
The reply by Amazon **************** just repeated the information that I provided with one exception:
I was told by the **************** representative that my ********************** account was flagged due to multiple returns. For that reason Amazon requested my federal ID to be uploaded via Internet for review by the 3rd party services. I explained why Im unable to upload federal ID.
On 11/20/23, ***** stated totally different reason For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund, which is incorrect.
There was NO resolution with Amazon.
I finally contacted the vendor directly and obtained the replacement of item, damaged by Amazon in the process of shipment.
Im requesting that BBB state on Amazons account, that this claim was NOT RESOLVED.

Im awaiting for the reply from BBB, but not from Amazon.
Initial Complaint
Date:11/17/2023
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 returned items to Amazon and it shows delivered from the tracking number. They refuse to give me a refund, say the item was incorrect. Even though it was the exact item return, I asked them to show me a picture or send it back to me then if they will not refund me. They said they disposed and cannot yet still refuse to give a refund. Some associates I chat with say they can refund me, but then I get an email saying no. Now they are asking for private information and sending pictures of my passport/ID if I want a refund. This is outrageous. It has been months and I should be refunded for the returned items. Orders: ORDER # ***-1525915-6202606, ORDER # ***-3***552-8857858 ORDER # ***-2563390-70***06 ORDER # ***-8465906-0677849
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 issue you faced with 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.

Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

However, 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 18, 2023 at 2:53 PM (PST):

"Hello,

Thank you for contacting us regarding your order 113-1525915-6202606.

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 113-1525915-6202606. 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.
Best regards,
Himaja

Amazon.com
Customer Answer
Date: 12/01/2023

Response: I am not ok with the response. There has not been any abnormal activity. I have just returned items that were approved by Amazon and they received all these returns months ago. They refuse to offer any refund and are asking for personal ID that puts me at risk for hacks and having my identity stolen. I have never had to upload a passport of drivers license online for an ID. There are *** data hacks and stealing of personal information online, This is not something I should have to do for a simple return that tracking shows was received months ago. They keep saying it will only take a few days to hear back but nothing happens. This is stealing at this point since I have returned their items to no refund.

Customer Answer
Date: 12/09/2023
I have returned several items to no refund. They show delivered months ago and the returns were approved when I spoke to Amazon agents to get a return label. I have attached proof of the returned delivered and items. They then said they cannot refund me at all despite receiving items and said I had to submit personal Identification like a passport or ID. I did this (see email confirming) but they still refuse to give me a refund. They are denying any refund despite me returning their items and submitting my ID! This is ridiculous I should have a refund for these items after being months of returning and uploading and ID for them.

Refund
Business Response
Date: 12/13/2023
Hello *******************,

I'm Arun 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 and ** verification.

I apologize for the inconvenience.

Upon checking, I see that the ** validation is still pending by the appropriate team and unfortunately, we'll not be able to take any action on it from our end as of now.

I would request you to wait for the team to validate the ** and respond or you can contact the customer support team for further assistance.

If there was any alternative, I would have surely helped.

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/17/2023

Complaint: 20887495

I am rejecting this response because I have still not heard anything back. I was told after December 1st in 3 days I would hear back. See attached email proof Amazon received my ID. It should have been verified by now and I should have refunds for what is shown as return months prior. I still have not heard back and on top of that every time I reach out to customer service they cannot help and send me the same emails telling me to wait. This is the same cycle with no resolution. This is wrong on the company's part for refusing a refund for items clearly returned months ago at this point.

Sincerely,

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

I'm Arun 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 your concern.

As per the update from the team, the refunds were already processed for the items which were returned.

Unfortunately, we'll not be able to take any action on it from our end as the refunds are processed automatically by the returns team.

However, I would still recommend you to contact the customer support team and get the ** validated for detailed information from them.

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/21/2023

Complaint: 20887495

I am rejecting this response because nothing is being done by Amazon. They send me in the same cycle passing to department to department who tell me to just wait for a specialist to email me. They email me saying the same thing they cannot do anything even AFTER I sent my ID as they asked. I contacted customer service and all they did was say to wait for a specialist is they have done countless times in the past, and then I receive an email saying they cannot refund me without ID. I already sent ID as seen in original attachment of Amazon confirming they had my ID. This is wrong and they are not doing anything after I returned these items to refund me.

Sincerely,

*******************
Initial Complaint
Date:11/17/2023
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 charging for items already returned and refunded even with proof of return and delivery by **** I have tried contacting customer service and they have been unhelpful and instead tried to accuse me of fraudulent activity and demanded I send a copy of my ID. Nothing in my profile has changed and they claim my account was "flagged as suspicious" but refuse to tell me why. They claim "a specialist" flagged my account but won't tell me when, why, and refuse to clear it even after I have personally spoken to them multiple times. My address and phone number have been the same for years. My credit card is the same ********** offer by Amazon themselves for many years. Currently there are three orders with issues:1. Order 114-5983824-4314621 - this return was received by their warehouse on 9/22 via *** (tracking number 1Z472E229050576996). I was charged back for this order on 11/5/23 in the amount of $9.63 because they claim it was never returned.2. Same order as 1 ,above - this return was received by their warehouse on 9/28/23 via *** (tracking number 1Z472E229050564847). I was charged back on 11/16/23 in the amount of $9.84 because they claim it was never returned.3. Order 113-8151636-0602629 - this lens was received by their warehouse on 10/25/23 via *** (tracking number 1Z67561Y9025840996). They have yet to issue a refund and are refusing to explain why this was "flagged as suspicious". The item was returned in the same condition as received. In fact, it came full of white dust which I dusted off so I sent it cleaner than it came. Refund owed is $348.72.
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 issue you faced with 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.

Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

However, 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 9, 2023 at 4:46 PM (PST):

"Hello,

Thank you for contacting us regarding your order 113-8151636-0602629.

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 113-8151636-0602629. 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: 11/28/2023
I don't understand why this complaint was closed. Amazon has not done anything to resolve this and they keep saying someone from their executive team will contact me in three days. No contact has been made.

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