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

59,609 total complaints in the last 3 years.
21,612 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: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.
So there are two orders they are not trying to refund me that i returned. one order is the one that is for $52.91 and is the order ending in **** I initially placed an order on prime deal day and the order never came in and it showed *** never delivered it and they said to wait a few days to see if it would show up but it did not and i called in and ordered a replacement and the replacement came in a few days after and the item was no good so i returned it and it shows they received it in the photos i attached and they said they want me to send them an id and i dont feel comfortable sending anyone my drivers license and specially because it is in *************** and there is no suspicious activity like they stated at all and they refuse to call the credit card company to ask if anything is suspicious which in that case the CC company can call and ask and obviously it is not suspicious and the charges are valid. So they are trying to say they are keeping my money and that is one order and last night i returned this other order ending in **** which is $121.26 and i called in an hr ago trying to speak to a ** representative to see why the account specialist in *************** keep messing with me and my account and after i called they sent me the email regarding that order ending in *********************************************************************************************************** that email saying i will also not get that refund so at this point i had to contact the *** to make this right. This is beyond frustrating for me since i even pay $16 or $17 dollars for the prime membership and how ironic that they always charge me for that prime charge and dont say it was suspicious. So they are doing this in *************** on purpose and they are very rude to me. They act like my money is not good enough for them or something of that nature. Please help me resolve this issue. I really appreciate your help!
Business Response
Date: 11/19/2023
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 orders ending in **** and ****. It is certainly not what we expect our customers to go through.

Once an item is returned, it can take upto 30 days to process the return and issue a refund. As soon as return is verified and processed, a full refund will be issued against the order.

All returns do not necessarily take 30 days for processing and if a return is processed sooner a refund will be issued accordingly.

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

********************************************************************************************...

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

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

We appreciate your patience and understanding.

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

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/20/2023

Complaint: 20883816

I am rejecting this response because: i returned this product on oct 23th and it has been way past 30 days and it shows in the picture above that they had an issue returning my refund and it says to call in to resolve this and they refuse to give me my refund and i returned this item to amazon fresh market where they have an amazon hub return center and they opened the box to make sure the correct item was inside and they saw it was correct and proceeded to make the return if the uncorrect item is not in the box they refuse the return and wont accept it but in my case they accepted the return because it was exactly what was ordered and i always return what was ordered if i make a return in its original package. So they want to steal my money from me is what they are doing and with the keyboard it came in and within 15 mins i did the return and dropped it off to *** because it was not what my nephew wanted for his birthday gift he wanted the bigger one so i planned on returning it once it arrives because i showed him the pictures online to see which one he wanted and i accidentally ordered the wrong one for him. I do not even want to continue purchasing from amazon due to how they are treating me and wanting to treat me very unfair for no apparent reason. I been paying prime monthly and i would order items that are suppose to be 2 days arrival hence the reason i pay for prime and the items would arrive 5 or 6 days later so i basically paid for prime to not get the prime expected delivery date as promised by Prime so they are basically robbing me for $17 a month to not receive their prime 2 day shipping promises.

Sincerely,

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

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

I understand that you'd like the refunds to be issued sooner. Please be assured that as soon as return is processed and required verification is complete, a full refund will be issued against the order.

Upon reviewing, I see that our specialist team has requested you to provide necessary details that will help them resolve this for you.

Please note, that our specialist may not be able to assist you with refund without your help in providing the required details.

Once the details are submitted, please allow our specialist team 3 business days to review and respond to you.

We have taken your feedback regarding the Identity document submission and we apologise for any inconvenience this situation has caused you.

I'm sorry to learn that some of your orders were given later delivery dates and that you feel Prime is not useful for you right now.

I would like to assure you that we fulfill each order as soon as possible. Selecting One-Day or Two-Day shipping reduces the transit time to one or two business days after we've shipped your order, but won't impact the time it takes to obtain the item or prepare it for shipment.

Please know that we constantly work on bringing improvements to ensure that we provide you with accurate service.

We appreciate your patience and understanding.

I hope this helps.
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.
Amazon try before you buy service. I ordered a skirt in September and sent it back within the time period for return so I would not be charged. Now two months later I get email I am being charged because I didnt sent it back.When I chat with Amazon they will not help me! And ask for personal passport information in order to discuss the matter!!! And end the chat before I can discuss.Shady business practices !!!!! And they keep asking for my personal information and want to charge my credit card months later thinking I might not notice.(You can see in the image it says returned) so I should not have a charge
Business Response
Date: 11/19/2023
Hello,

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

'm sorry for the inconvenience caused regarding the returned item for buy now and pay later order.

I see our team have noticed abnormal activity on your account hence 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.

I request you to please share the requested details by visiting the secured link shared on your registered email id. Once we receive it and verify the details, our team will be able to help you further. Rest assured, 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":

******************************************************************************************;

If you do not get the updates after 3 business days of uploading the document, please contact us through chat or call for further help.

I appreciate your cooperation.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 11/19/2023

Complaint: 20883762

I am rejecting this response because:
i Returned the item months ago!! And I will not submit my personal information to this company.Amazon is attempting to blackmail me to give Id. Tracking shows it was returned months ago!!

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 started a return process on November 12th. *** came to collect the return on November 13th. The item was a total of $106. After 4 days I haven't gotten any update so i decided to contact amazon. They then told me there's been abnormal activity on my account, which there hasn't been any. They proceeded to send me a email at that time to tell me I have to submit a picture of my ID for verification. If i fail to do this I won't get my refund. This is private information and my ID has nothing to do with my amazon account. My package has already been taken back and is in their hands. I followed all of the instructions. I'm questioning if I never contacted amazon if they would've sent me a email at all. I don't feel comfortable sending a picture of my ID when they already have my package returned.
Business Response
Date: 11/19/2023
Hello *******,

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

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

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:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a $50 e-gift card for my son on 10/24/2023. My son received the e-card, upon attempting to purchase an item on Amazon with the e-card received an email stating his account has been placed on HOLD and requested a document to verify he is authorized to use it. I have made numerous attempts to reach customer support, but found it extremely frustrating as everyone that I spoke to had no idea what I was talking about and then stated the card was redeemed and that I would need to give it 72 hours. for a response from Amazon. Well, that was 12 days and 6 phone calls ago, I still have not heard from Amazon, my son is unable to use the e-card or his Amazon account and Im out $50. I have been using Amazon for the majority of my shopping but that will be coming to an end, Im frustrated that I cant actually talk to someone at AMAZON to get this issue resolved.
Business Response
Date: 12/11/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-12-11 confirming account reinstatement.

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 have an Amazon account with a subscription to Amazon prime. I recently received a gift card for Amazon and I loaded my gift card balance onto my account in the amount of $50.00. I decided to apply for a secured Amazon store card to ******************** and was approved. I didnt have any money in the bank or on a debit card in order to pay my secured credit card deposit in the amount of $100.00 so I asked my Wife *********************** if she would make my deposit for me using her cash app card if I gave her the cash for it and she said yes. So my wife ******************************* used her cash app card ending in **** to make my secured card deposit for $100.00. SINCE THEN MY ACCOUNT HAS BEEN PUT ON HOLDI CANNOT ACCESS MY AMAZON PRIME MEMBERSHIP BENEFITS ALTHOUGH TIME IS STILL TICKING ON THAT MEMBERSHIP AND I HAVE A $50.00 **** CARD BALANCE SITTING ON NY ACCOUNT ALONG WITH $100.00 ON A SECURED AMAZON STORE CARD THAT I CANNOT ACCESSI PUT THE **** CARD AND MONEY ON THE ACCOUNTS SO THAT I COULD USE THEM TO BUY BIRTHDAY ****S FOR MY FAMILY MEMBERS AND BECAUSE OF THIS HOLD I WILL NOT RECEIVE THEIR BIRTHDAY ****S IN TIME AND I AM INFURIATED WITH THIS NONSENSE. I HAVE CALLED 4 TIMES AND SPOKE WITH SOMEONE WHO PROMISED ME THAT THE HOLD WOULD BE REMOVED WITHIN 24 HOURS AND IT HAS SINCE BEEN OVER A WEEK. WHENEVER I GET AN EMAIL ITS FROM NO REPLY SO I CANT EVEN EMAIL SOMEONE FOR HELP ITS FRUSTRATING AND I FEEL ROBBED AND ITS AS IF AMAZON HAS STOLEN $150.00 FROM ME.RUINED MULTIPLE FAMILY MEMBERS BIRTHDAYS.AND SCREWED ME OUT OF 1/4 OF MY PRIME MEMBERSHIP BY DENYING ME ACCESS TO THE BENEFITS FOR OVER A WEEK ITS WRONG AND I WOULD HAVE JUST SHUT DOWN MY ACCOUNT IF IT MEANT THAT I WOULD GET MY MONEY BACK BUT THE ONLY WAY FOR ME TO GET MY MONEY BACK IS TO GET THIS HOLD LIFTED AND SPEND MY **** CARD BALANCE AND SECURED CARD BALANCE.
Business Response
Date: 01/08/2024
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Useon the Amazon shopping website.
Sincerely,
****
Amazon.com
Customer Answer
Date: 01/09/2024

Complaint: 20883588

I am rejecting this response because: I had a $50 gift card from my family that I added to my Amazon account and ********************** has refused to refund my $50. They pretty much stole it from me and my family with zero remorse!!!!
I WANT MY $50 gift card refunded so I can give it to my son to buy diapers for his new baby!!!
Sincerely,

***************************
Business Response
Date: 01/15/2024
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on **************** PST .

Sincerely,
Amazon.com
Customer Answer
Date: 01/15/2024

Complaint: 20883588

I am rejecting this response because THEIR ABILITY TO REFUSE SERVICE DOES NOT GIVE THEM THE RIGHT TO STEAL MY FAMILYS HARD EARNED MONEY My family had purchased a gift card for $50 from Amazon. I loaded that card onto my account and then they shut down access to my account and kept my money. I want my money back that my family paid for$50 was available on my account and all this baloney they are having some AI bot respond to my complaint with does not address the issue of Amazon closing my account refusing to refund my $50 gift card I had loaded onto my account. They stole my money and if I cannot spend it thats fine.:.they can refund it to me then. I am disgusted that they still cant even have a human respond they just keep quoting their policieswhen did Amazon turn into a cold heartless thieving corporation who is too good to respond to its customers and do the right thing? Sad but I want my money back then..$50 aint nothing to big corporationbut it IS A lot to me and my familyI want my money refunded and Id be glad to part ways but not until thenand because I am refusing to accept this response this is going to be published about Amazon here on the better business bureau website and Im glad about it so everyone can see how Amazon does its customersu got one more chance to make it right Amazonians and refund my money because I will not accept anything less that what I am outits what I am oweddo the right thing pleasedont cause us to lose faith in ur business
Sincerely,

***************************
Business Response
Date: 02/03/2024
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2/4/2024.

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 have not received a refund on several returned items. When I contacted Amazon support, they requested my ID before they would do anything. I am not comfortable sending personal documentation to Amazon and I am now out of money I deserve. The products were all delivered back to the Amazon warehouse.I can provide order numbers for all returns. The approximate total value is $438.00
Business Response
Date: 11/19/2023
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.

I request you to include the order number in your response to this email.

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: 11/20/2023
The following order numbers contain items that were returned to amazon and have not received a refund:
ORDER # ***-9680471-6718658
ORDER# ***-6707857-1309054
ORDER # ***-8264539-3129043
ORDER # ***-4158243-5500242
ORDER # ***-0776694-0919434
ORDER # ***-8881312-3097855
ORDER # ***-4266237-3926604
ORDER # ***-2052151-8414651
Tracking information confirms all items were delivered to the amazon warehouse.
Business Response
Date: 11/22/2023
Hello ****,

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

Thank you for writing to us and confirming the order numbers. I hope you're doing well!

I understand that you're unhappy about the verification process before issuing a refund against these orders.

Please know that it is never our intention to cause any inconvenience to you and we do value your business with us.

Upon reviewing, I see that our specialist team has requested you to provide necessary details that will help them resolve this for you.

Please note, that our specialist may not be able to assist you with refund without your help in providing the required details.

Once the details are submitted, please allow our specialist team 3 business days to review and respond to you.

We have taken your feedback regarding the Identity document submission and we apologise for any inconvenience this situation has caused you.

Thank you for your patience and understanding.

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

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

Complaint: 20883540

I am rejecting this response because: there is no reason I should be required to submit personal documents to receive a refund on items that have already been returned to Amazon. At this moment, I have now paid over $400 for items I no longer have. Amazon can either send the refund or return the items to 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.
Refund issue On Oct, I placed some orders with the order number 113-9887593-9919415 /113-1570470-5422660 Unfortunately, I initiated the return process on oct 16th and followed the provided instructions for returning the item. However, it has been more than 30days since I returned the item, and I have not received my refund as of yet. I have checked my account, and there is no indication of the refund being processed.The refund is of great importance to me
Business Response
Date: 11/24/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email about the credit card dispute you filed on the below orders:

113-1570470-5422660
113-9887593-9919415

To correct this problem, we have asked your card issuer to close the dispute in your favor.

You should have received a refund on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

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

*****
Initial Complaint
Date:11/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an order on the 1st of November totalling $45.07. It said delivered but it was not here. I waited the 48 hours they wanted and it still was not here. I talked to someone and they told me that they issued a refund on the 8th. I talked to someone today the 17th asking where it was. They never issued my refund. Now they're wanting me to fill out a bunch of stuff and wait until JANUARY for the refund.
Customer Answer
Date: 11/17/2023

112-1030357-6060261
Customer Answer
Date: 11/18/2023
I tried again to ask about the refund and now they are telling me I need to send them my license. My license shouldn't be requested in order to refund me an order they never delivered to me. Especially one they already said would be refunded and they just didn't do it.
Business Response
Date: 11/19/2023
Hello,

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

I'm sorry that you haven't received the order.

We have reported the issue to our team to get this checked and avoid it in future and have issued a full refund of $45.07 back to your original payment on Saturday, November 18, 2023 at 11:33 AM (PST).

This refund should reflect back on your billing statement in 3-5 business days.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 11/19/2023

Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:11/17/2023
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.
We had purchased a filter form Amazon and it was damaged when we received it. We had returned this item via Amazon instruction to drop off in an *** store. Amazon had received the return and never send us any status of return or refund. After several inquires, they finally sent me a email to ask for my private ID. This is nosense. I felt uncomfortable to provide them the my ID. I sincerely need your help to ask them to refund the payment. The order ID is *******************
Business Response
Date: 11/19/2023
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 your "B + W Clear Protection Filter for Camera Lens" that was purchased on our website.

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.

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 17, 2023 at 12:34 AM (PST):

"Hello,

Thank you for contacting us regarding your order 111-1448270-8099408.

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 111-1448270-8099408. 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
*****************************
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 placed an order on Amazon on Oct 10, 2023 for an Apple Watch Series 9. I paid, with taxes, a total of $457.78.I did not like the item and so i returned it on Oct 12, 2023. While returning, I was informed on the app that refunds can take anywhere between **** business days, sometimes longer.However, it has been one whole month now and I'm still waiting for my refund. Each time i've spoken with customer service, they kept telling me they "manually initiated refund" and i should get in the following 3-5 business days. I have had 5 such conversations, chat and phone combined.On the app, it shows me that Amazon has received my item. However, it still doesn't show me a refund date. The last customer service agent i spoke with fed me the same rehearsed drivel but no real resolution. $457.78 is still owed by Amazon, a company that makes billions in revenue
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 return of your "Apple Watch Series 9" that was purchased on our website.

I've reviewed the details and see that your return has been received at our returns center. As soon as the return item is reviewed and processed, a refund will be processed for the returned item.

In this case, I request you to wait until December 23, 2023 to see the return processed. If you don't hear about the refund by December 23, 2023, You may contact us with the return receipt for further review and assistance.

You can contact us via the following link:
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Thank you for your understanding and co-operation. We hope to see you again soon. Have a great rest of the day!

Regards,

Himaja
Amazon.com
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