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

59,637 total complaints in the last 3 years.
21,513 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: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 bought two packs of black curtain rings and I ended up returning both packs because they didn't work out and I got an email saying that I hadn't returned both packs. I contacted amazon customer service and afterwards I got an email saying that there has been abnormal activity on my account and that I need to send in a photo of my drivers license in order to get a refund.
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
*****************************
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 an Item that Amazon is not refunding me for. They are requesting outrageous private information from me just to get a refund for the item. They said if I don't send my ID information they will not be able to refund me for the item.
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(s) 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 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: 11/20/2023

Complaint: 20887048

I am rejecting this response because:
They are still requesting personal information that has never been asked for before.

Sincerely,

***************************
Customer Answer
Date: 11/20/2023
Hi Najam,

Here are the items that I've returned but have not received a refund:
Order # ***-9566833-3440206
Celestron 40 Telescope Bag Storage & Carrying Case for Telescope, Mount, Tripod, and Accessories Configurable, Padded Internal Walls BONUS Padded Accessory Bag

Order# ***-5647289-4309835
DOGZSTUFF Dog Cooling Vest. Lightweight Jacket with Evaporative Cool Microfiber Technology, UV Protection Shirt for Beach, Sizing for Small, Medium and Large Dogs (XS, Rose ************** still don't understand why you need my ID. Please refund my account for the items that I have returned. I've sent the BBB a copy of my reply to you. I hope to have this matter resolved soon.

Regards,
******
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 have an item I returned 10/20/23 and still have not gotten a refund for. Company is giving me the run around with 3 different dates 11/9, 11/12, 11/17 with a expect ur refund this date and still no refund. Called again today now they are wanting me to verify my identity for suspicious activity??????? The only thing suspicious about it is them holding my item and my money and expecting to hold them forever. I have attached a copy of my return receipt. This isnt right to hold someones hard earned money hostage like this.
Business Response
Date: 11/19/2023
Hello Wayland,

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.

I see ID was submitted. Once submitted, our team will review/investigate and get back to you with an update on refund for the mentioned order. You can also contact our **************** team after 3 business days to learn the outcome of investigation.

To do so, go to "Amazon ****************":
*****************************************

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: 11/20/2023

Complaint: 20886962

I am rejecting this response because:

you have not solved my claim. It has been 3 days as of today. You are still holding it hostage with no contact to correct efforts.
Sincerely,

*************************
Business Response
Date: 11/22/2023
Hello Wayland,

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 understand you're concerned about refund for Order 114-3886911-6654615.

Once ID is submitted, it can take up to 3 business days for them to investigate.

To continue processing your refund request, you can contact our **************** team after 3 business days of receiving to know the outcome of investigation.

To do so, go to "Amazon ****************": *****************************************

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

*****************************
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 clothing items that all were free returns. I had to order dresses to try on for my mother-in-laws funeral and viewing. I kept two and sent the rest back. I received the refund for all but one dress, that I sent a little later than the other ones. I also ordered some sweaters and tops for the fall/winter season. Again, these are free returns and necessary to try on. I kept a bunch of items and sent back the ones that didn't fit right. When Amazon received the items, they sent me an email telling me that there is unusual activity on my account and they will not refund my money unless I submit a government issued *** I feel like this is an invasion of my privacy and holding my returns that were already accepted as hostage until I do what they want is unethical. However, I cannot wait for these refunds so I submitted the *** Yet, they are still fighting me and not giving me my refunds. They keep called it an "investigation" and depending the outcome that will determine their actions. EVERY SINGLE item I sent back was according to their instructions and was in new condition with tags (if they had tags). They were exactly the way I received them. So, not only do I believe that my privacy has been violated, but I am being treated like a criminal from a company that advertises free returns. This doesn't even come close to discussing the horrible customer service and the rudeness of employees at Amazon. Order numbers: Order# ***-4559257-3341867, Order# ***-6321142-5834622 and Order# ***-7922953-2649829
Business Response
Date: 11/21/2023
Hello ****,

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

I reviewed your complaint and apologies for the inconvenience you have experienced with returns.

I see that the refund on order : 112-4559257-3341867 is issued for all the products returned, request you to check your statement for the refunds.

Order : 112-7922953-2649829, product : 1 x IWOLLENCE Womens Loose Henley Blouse Bat , refund will be processed by Thursday, December 7, 2023, request you to wait till then.

Regarding your order 112-6321142-5834622.

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 a update on refund for the mentioned order.

Regards,

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

Complaint: 20886921

I am rejecting this response because: My problem with Amazon is not complete. While I have received some refunds, I am still getting emails saying that I need to submit my license. I have already done this as of 11/15. I was told that it was accepted, that is why I received the refunds. However, Amazon still won't process any returns. There appears to be a glitch in the system and no one is doing anything about it. I was told by one supervisor to ignore the emails and that everything was accepted. But, a book I ordered as a gift for Christmas came damaged. When I contacted Amazon, they say that I have to submit my license again. They refuse to do anything. This is NOT ok.

Sincerely,

*************************
Business Response
Date: 12/05/2023
Hello,
Thank you for writing back to us,.

Unfortunately teams decision is final and we are unable to take any action.
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.

Thank you for your patience and understanding.

Regards,

******************************
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 on 7/21/2023 for multiple items and I am still waiting for one item, a TIKI brand Industrial Glass tiki torch. I have contacted the company and can only chat online with a representative in another country who will only issue a refund. Well I want the item not a refund. It is still showing available for purchase just at a higher price. I would like the item I purchased 4 months ago to be shipped out immediately along with a credit to my Amazon account for the delay and time it has taken over this item.
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 sincerely apologize for the inconvenience caused with order. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

We would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed the order and because more than 30 days has passed since your delivery date, as a one time exception we can refund $14.82 to your account as gift card balance since you haven't received the product.

The product purchased was Amazon warehouse item and as they are used products, they are available in limited quantity due to which warehouse items are not eligible for replacement.

Sold by: Amazon Warehouse
Fulfilled by: Amazon
Condition: Used - Acceptable

We can initiate refund and you can re-order warehouse product available in stock for $13.48.

To add the item to your cart please visit the product page you will see two options: Buy new for $23.32 or Save with Used - Very Good for $13.48. You may select as per your preference and add it your cart to complete the purchase.

Please find the link for product TIKI Brand Industrial Glass Easy Install Tiki Torch:
********************************************

Please write back with if you wish for refund to your account gift card balance and in this case we won't be able to add any additional credit to your account.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/20/2023

Complaint: 20886872

I am rejecting this response because it is the same offer I have received. It is not my problem that your company has not shipped the item I ordered. Why wasnt it ever shipped in the past FIVE months? So is it standard practice to hold someones money and not ship the item for this long? I have been using Amazon since they were started. This is NOT what I expect from this company. I would like the Consumer ******************** Manager to contact me. I am completely dissatisfied. I purchased an item that you never shipped. Why? Youve had my money for 5 months and now your response to my inquiry is less than acceptable. I await contact from the Consumer Relations Manager!

Sincerely,

***********************
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 ordered a vehicle scanner and turned out it did not support the programming I need so I returned it within the return period, Amazon verified it is received on October 16, 2023 but has not issued a return. They are requesting that I submit personal information (ID) to a third party for verification. They have my original payment method on file along with all my other accounts and I do not wish to provide any additional information. Amazon has my money and the item returned.
Business Response
Date: 11/19/2023
******************,

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.

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

*****************************
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 bought 2 batteries. They sent wrong ones. I immediatly got in touch with a rep and told her (name was babe or baby), she said no problem send it.I paid for return shipping **** tracking # 1Z1V17R59029547911 ) and even said s**** it dont give me cash amazon credit fine. They said we got package you will be refunded within 30 days. Waited the 30 days and nothing. Contacted support and instantly got a email saying they needed a id and after id was sent wait 3 days and get in touch ill get my refund. Did that and instantly got same email. I said i just sent id, this is rediculous send the batteries back. They said no refund and they cant send back the batteries i asked to elevate they said no goodbye
Business Response
Date: 11/19/2023
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 because abnormal activity was noticed 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.

Once submitted, our team will review/investigate and get back to you with an update on refund for the mentioned order. I see that our team has investigated and requested you to re-submit ID as they were unable to verify identity. To continue our investigation, please resubmit a valid government-issued ID.

After 3 days you can contact **************** again to learn the status of the investigation and any next steps that we may need to take.

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

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

Regards,

Sahitya
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 ordered a motherboard off amazon.com and it arrived faulty so i shipped it back and asked for a refund they received the item and now are refusing to refund me my money because they said my amazon account has suspicious activity on it and they will not give me my money back until i send them a copy of my identification card
Business Response
Date: 11/19/2023
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 ASUS TUF Gaming B650-PLUS WiFi Socket.

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 items are 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.

The estimated refund time frame for the product is Monday, November 20, 2023.

I see we have received the product and a refund of $210.88 was processed on Friday, November 17, 2023 to your Discover card.

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:

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

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

Regards,

Sahitya
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 purchased the *** Ryzen 7 5700X 8-Core, 16-Thread Unlocked Desktop Processor on October 28th, 2023. I noticed that the tape was already cut on the box, and when I looked at the **** it was an *** Ryzen 3 **** in the box. I returned the item and properly labeled and described return as a wrong item. The return was delivered to their returns warehouse on November 8th. I reached out to them today, November 17th, because its never taken this long for a refund to be processed. The agent then rudely told me that I have to provide me ID in order to get a refund due to abnormal activity on my account. I asked what abnormal activity, and they rudely ignored my question, telling me that I need to provide my ID in order to receive a refund. Im almost positive that this is 100% illegal to request of me. I paid for something, was sent something completely different, sent it back, and now I have to provide my ID to Amazon in order to get my money returned? That is ridiculous.
Business Response
Date: 11/24/2023
Hello,
We are currently working with your card issuer to resolve this dispute.Card issuers usually resolve chargeback disputes within 30 days, but sometimes it can take longer. If you need more information or wish to cancel any disputes, please contact your card issuer.
We have sent a confirmation of this information to the customer's registered email address on **********.
Sincerely,
---
********
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.
I bought 2 laptops during 3 months between August and October.Both did not work.Had to return them both.I was not reimbursed anywhere,but Amazon gift card,so I was forced to keep buying there again.After the second return,two weeks went buy and I was told,that the money will be back in 48 hours for me to buy yet the third one.I was very unhappy that I was about to have my birthday without being able to talk to my family in Europe without a laptop.I am in the nursing home you see,and that laptop is like entire life to me.Yet I had to live without one for 3 months.The worst thing is,that after I called them.ahain when the refund was not issued on time that I was promised,the entire refund went away from the website.The 2 managers were absolutely not helpful and made me understand,that this time my money is gone for good too.Amazon used to be such a good company,went to h*** now.They are thieves now.I have no laptop and they took my money.I need it back and not into their gift card since I do not trust them any more.
Business Response
Date: 11/20/2023
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 order.

The refund which is issued for the return is as per the choice when you request for a return label. We do not manually alter the return refund mode.

I see that the refund has already been issued for your Chrome book and you have placed another new order using the gift card balance. I hope the issue is now resolved.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************

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