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.
21,671 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:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon wont let me return my order without uploading my ** ID which is ridiculous.
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 issue you had with the order.

I understand that our account specialists have requested for a government **.

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.

The procedure to upload the ** should have been emailed separately by our Account Specialists.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/27/2023

Complaint: 20886290

I am rejecting this response because:
I will not provide my ID for a return

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 not refunding me and that they are requesting private information from me just to get my refund. I returned the item over 3 weeks ago and still no refund. When I received the email stating to provide my ID information, the agent I spoke confirmed that I can disregard the email and that I will get my refund. However, I just spoke with them again and they are refusing my return until I provide my personal information. This shouldn't be the case if I am doing a simple return
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 *******************; 114-8235341-9015467.

I apologize for the inconvenience that you've experienced in this case. I'm sorry about the misunderstanding and incorrect information that you received about disregarding the emails received to submit ID. The previous correspondence doesnt correctly reflect our current procedures at this time.

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.

Please submit ID for verification and 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

*****************************
Customer Answer
Date: 11/26/2023

Complaint: 20886267

I am rejecting this response because:
I returned the item in the original packaging. Amazon confirmed they have received the item but they are still refusing my return which is completely unfair.

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.
Oh Amazon. Everyone loves Amazon as I do myself but this particular issue has got my blood boiling. Amazon takes pictures most of the time when they deliver packages however in this case I ordered a box of trash bags which of course was not concealed and the shipping label was applied to the actual box and I ordered a blanket. After the order was delivered not even five minutes go by and I realize the picture shows a completely different mail room lobby than that of where I live. I tried to communicate very quickly to the delivery driver to get more information so I could obtain my package but I had no luck. After numerous times of speaking with Amazon they kept telling me to file a police report and only then could they investigate. However I have asked them numerous times to correspond the delivery pictures to the correct mail room compared to where this particular package was delivered. The package was not stolen and the police department in my jurisdiction was not able to produce a police report. Im upset because the issue is that of the fact that the Amazon delivery driver made a mistake and delivered this to the wrong address and no one has brought my package to the correct address. I asked for a simple replacement or a refund I have not been lying and I have all of the picture proof its self from Amazon and yet they have still giving me a hard time. I would understand if this was a high value items such as some sort of electronics and TV but its simply just a box of trash bags and a blanket and I need to do a whole thing just to get about $50 back its the principle behind it and this is not how customer service works especially when the company employee had made a mistake I simply just wanted a refund or replacement . I truly love Amazon as almost everyone does but this was just one thing that should not have been made into such a huge deal. Im complaining because I got tired of trying to be a nice person. Amazon customer service was no help.
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.

The e-mail address you contacted us with doesn't have an order matching what you described. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address or please help us with Order ID and registered email address so we can review and assist you further.

If you're not sure what e-mail address your account is under, please contact us via phone:

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/20/2023
Hello,
The email to the Amazon account is ************************ and the Order # is 114-7102241-3703419.
Business Response
Date: 01/08/2024
Hello ********,

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

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

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and incident report shared.

However, the Incident Report you provided is INCORRECT. Please correct issue with Incident Report and resubmit the report.

Please reply to this email with your responses to the following questions in English or Spanish from the email address associated with the Amazon account that you used to place this order.

You're able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be submitted on or before Fri Jan 12 **** to be considered for review. Send one set of responses for each package that you didn't receive as we see that you have reported issue with 2 items from the order 114-7102241-3703419.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Package tracking number:_______________

4. Name of the items you didn't receive:_______________.

5. Is it your first Amazon package at this address that you didn't receive?_______________

6. If no, how many times it has happened? _______________

Thank you for your cooperation.

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.
Amazon is violating its return policy and withholding funds, even after proof of return, for the following orders:1. 114-7251055-9493066 for $64.99; second item $13 withheld, both items verified return Saturday August 19th at *** Store #****, 10:54 AM.2. 114-8717620-5027433 for $31.99; verified return 9/11/2023 at *** Store #****, 4:16 PM.3. 114-7085870-5643414 for $69.00; verified return 9/11/2023 at *** Store #****, 4:16 PM.4. 114-7156426-4141049 for $24.00; verified return 9/11/2023 at *** Store #****, 4:16 PM.5. 113-1372749-5881868 for $26; verified return 9/20/2023 at *** Store #****, 2:42 PM.6. 114-1366529-0190604 for $23.96; verified return 9/20/2023 at *** Store #****, 2:42 PM.7. 113-5402513-0482669 for $29.99; verified return 10/10/2023 at *** Store #****, 1:41 PM.8. 114-9414273-3788234 for $21.99; verified return 10/5/2023 at *** Store #****, 12:00 PM.9. 111-6847734-8567421 for $39.95 in rewards points; verified returned 10/31/2023 at *** Store #****, 2:53 PM.Total owed: $344.87 While attempting to resolve this, I received the following email:"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....upload a valid government-issued identity document on the secure customer portal."On 11/14/2023, ********************** confirmed the above email was a scam:"Great News! The email you received wasn't from Amazon.com. For your protection, do not respond to it, and do not open any attachments or click any links it contains."On 11/16/2023, Amazon again denied a refund and sent a message about uploading government ID.Each time I ask Amazon to provide an explanation of the "abnormal activity" on my account, they decline. I am seeking restitution of funds for these returned purchases, after which I plan to close my Amazon account due to concerns about security and fraud.
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 issue you had with the order.

I understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

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:11/17/2023
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.
Hello! Amazon.com is refusing to refund a purchase, and they are requiring me to send them personal information that should not be required for this process. I would like to request your help with this matter. Here I list the events that led to the issue:- On October 10 I made an order on Amazon.com of a Meta Quest 3 for $695.49 (including taxes).- The Amazon order number was 114-7193575-5232245 - The product did not meet the expectations, so I submitted a refund request to Amazon on October 19, which was accepted by them - The return method they offered was shipping the item to their return facility - I dropped the item at an *** store on October 21. The tracking code they gave me was 1Z17290F7890521394 - The item arrived at their facility on October 25 - The amazon website said that they usually take 2 weeks to process the refund after receiving the item - 2 weeks passed by and there were no updates from Amazon, so I contacted customer support - Customer support told me that they received the item at the facility, but that they had some issues processing the item - They said that they would process the refund within 5 business days - I waited the 5 business days and contacted them again, but this time they told me that there was suspicious activity on my account, and that I needed to verify my identity - After talking to customer support, I got an email asking for my personal information, and saying that if I did not verify my identity, then I would no longer be eligible for a refund on the order
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 order.

The return was never delivered to the returns center. I've checked the three labels which you created on the order. Unfortunately it looks like the return time expired. Please submit the ** as requested using the link provided in a separate email sent by our account specialists so that they can proceed further.

We do not have any option to take action on the order. Only our account specialists can proceed further once the details have been provided as requested.

We look forward to see you soon.

Regards,
Praveen M
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 order and item from there website and was promised to get overnight delivery and the time frame was set for 7am to 11am. I waited the day and an extra date then I was forced to cancel because it never came. Yet I paid there Amazon prime delivery of ***** to get the delivery and never got it. Now am waiting 5 days to get refunded. Its a misleading service because they promise over night or two day delivery and dont honor the service.
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.

I can understand being a prime member, there is no room for error. I've forwarded the feedback on the order to the concerned department so that they can investigate and take appropriate action.

In addition to free delivery, Prime members can still enjoy entertainment benefits, including unlimited streaming access to thousands of movies and TV shows on Prime Video; two million songs with Amazon Music; a free rotating selection of more than ***** books; magazines and comics with Prime Reading; free games and loot with Twitch Prime; and more.

We look forward to see you soon.

Regards,
Praveen M
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.
Amazon is going down hill. For this to be a billion dollar company, they need to get it together!! I order from amazon EVERY SINGLE DAY, at least 50 dollar a day, you do the math! Well on the 16th I order a silverware set and a dining set to be at my home on the SAME DAY. Now these two item shipped out together, they never made it to me. They went back to the terminal and then were "delivered" to me on 11/17/23. As I went to get my package, I noticed that only the dining set arrived in the MANUFACTUERS box NOT an amazon box, so this means that only the bowls and plates were received. I never got the silverware. SO immediately, I went to Amazon, told them that my other item was missing and is marked delivered with my other one. Guess what? Amazon didnt care. Literally told me to file an incident report as if I'm a worker and then they are trying to force me to upload my GOVERNMENT ID because of "unusual activity". What???? I give these people SO much money a week/day and they are saying that's unusual? The flatware cost 26 dollars with tax included, and this billion dollar company cant refund me!!? On top of that, their own drivers took a picture of my package, in the picture you clearly see the box, which says the brand of the dishes that I ordered, no where in that picture do you see the flatware set YET I still don't get my money or replacement? After looking at other complaints, I see that this is starting to get VERY common and personal for them to start forcing us to upload ID's in order to get our money back. IM NOT SENDING YOU MY ID!!! SOUNDS LIKE A CLASS ACTION!!!!!!
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 order.

I've checked and see that the dinner set was already refunded on Friday, November 17, 2023 in the amount of $26.35. I hope the issue is already resolved.

We look forward to see you soon.

Regards,
Praveen M
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.
ORDER placed on 10/2/2023 Return was completed within the allowed time window and shipped immediately on 10/28/2023 the day requested. Per Amazon's instructions Order #: ***-9651670-4145802 was included on the same return authorization DhDHxNdXRRMA.Amazon acknowledges receipt of *** tracking 1Z67561Y9026600672 on November 2, and repeatedly claims that the refund will be processed. It appears that ***-9651670-4145802 was refunded on 11/5 #********M348685TW however the amount does not match the invoiced amount. When I inquired on 11/14 about the status of the other item. I got a very strange request to provide ID? Since I was on the phone with customer service when the email came in I complied. Normally I'd have suspected fraud. To date I still have not been refunded for order # ***-6744397-0688253 for $1,623.74
Business Response
Date: 11/29/2023
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.

I've checked and see that the refund has been issued for both the orders in full. Here are the details:

Monday, November 27, 2023 $1623.46

Sunday, November 5, 2023 $579.80
Saturday, October 28, 2023 $8.66 (issued to gift card balance)
Total : $588.46

We look forward to see you soon.

Regards,
Praveen M
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 Apple Airpods to Amazon on 10/17/2023 and Amazon confirmed they received the return already, but they didn't refund me and requested uploading my ID by email. I don't want to share my personal information to Amazon and I don't think they have reason to do that. I have been an Amazon customer for nearly eight years and also a Prime member, my recent shopping experience has been extremely unsatisfactory. I followed the prescribed procedure to return an item, only to find out that I am required to provide additional ID to receive my refund. This requirement seems entirely unreasonable and goes against the established refund process. I kindly request your assistance in expediting the refund process by addressing this issue with Amazon. Thank you!Here are the details as below:Amazon order#***-8559791-0354657 item name: Apple Airpods(2nd Generation)amount: $97.46
Business Response
Date: 11/19/2023
Hello Joy,

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

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

Customer Answer
Date: 11/21/2023

Complaint: 20885727

I am rejecting this response because:
I am extreme dissatisfact with the response I received regarding my refund request. Your reply simply appeared to be a mere replication of your previous emails, which failed to address my concerns adequately.

I followed all the guidelines specified on your website and returned the correct item within the stipulated return period. Your confirmation of receiving the item should warrant the prompt issuance of my refund. Therefore, it is imperative that you process the refund immediately.

Your demand for me to provide my ID for verification purposes lacks any legal basis or justification within your own policies. Such a request is not only unwarranted but also potentially unlawful. Employing these unjust and overbearing terms to coerce your customers is unacceptable.

Should you persist in employing these unjust practices, I will not hesitate to escalate this matter to state attorney general or consumer protection office. I expect a prompt and satisfactory resolution to this issue.

Sincerely,

***************
Initial Complaint
Date:11/17/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to formally bring to your attention a series of concerning issues I have encountered with Amazon, specifically related to poor customer service experiences and unauthorized monthly charges for Amazon Prime.Over the past several months, I have consistently been billed for Amazon Prime, despite encountering difficulties logging into my account. These unauthorized charges have been a source of significant frustration and concern. Regrettably, my attempts to resolve these issues through Amazon's customer service have been met with unhelpful responses and a lack of viable solutions.The recurring charges, coupled with the inability to access my account, have created a situation where I am effectively paying for a service that I am unable to utilize. I find this situation deeply concerning and unacceptable.I am providing this complaint to the Better Business Bureau in the hope that your intervention can facilitate a resolution to these ongoing problems. I believe it is crucial for Amazon to address not only the unauthorized charges but also the lapses in customer service that have left me without a satisfactory resolution.Enclosed with this complaint, you will find documentation outlining the unauthorized charges, including dates and transaction details. Despite my efforts to engage with Amazon's customer service, a solution has remained elusive.I appreciate your attention to this matter and your assistance in ensuring a fair and equitable resolution.Sincerely,Pintr Jan
Business Response
Date: 01/10/2024
Hello Jan,

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 issue you had with the charge.

I've checked with our concerned team and they have informed that the Prime is in a different account. You will need to dispute the charges with the bank in this case.

We look forward to see you soon.

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

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