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

59,602 total complaints in the last 3 years.
21,613 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:11/16/2023
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 Watch well within the return period and Amazon is asking for a copy of government issued ID to process my refund. I have never been asked to do this before and do not feel comfortable offering my private personal info. The order number for the Apple Watch is #***-7742195-0661015.
Business Response
Date: 11/17/2023
Hello *******,

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

I'm sorry to learn about the problem with your order #***-7742195-0661015. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on November 4, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

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

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

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

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

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

Thank you for your patience and understanding.

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

Najam
Amazon.com
***********************************
Initial Complaint
Date:11/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to urgently file a complaint regarding a prolonged and frustrating experience with Amazon's customer support, specifically in relation to a refund request for a broken camera that was returned. The timeline of events is as follows:Initial Return: I returned a broken camera, and despite it being marked as delivered to Amazon's headquarters (verified through tracking), the refund process was not initiated.Form Submission and ID Verification: After being advised to wait for 30 days, Amazon instructed me to fill out a form and submit my ID. I promptly complied with this request.Confirmation and Three-Day Wait: Following ID submission, I received confirmation and was informed that the investigation would take up to three business days. I patiently waited for the specified period.Expired Portal and Repeated ID Requests: Upon reaching out to Amazon again after the three-day wait, I was told that the portal for ID submission had expired. This situation has occurred multiple times, despite my consistent efforts to provide the required information.Lack of Clarification on "Abnormal" Activity: Throughout this process, I sought clarification on what is considered "abnormal" activity on my account, as mentioned by Amazon support. Unfortunately, this question was not adequately addressed.Supervisor Request: Expressing my frustration, I requested to speak with a supervisor or manager, only to be informed that they would have the same resolution, indicating a lack of escalation options.It is important to note that more than 30 days have passed since the initial return of the broken camera. This extended delay in resolving the refund issue is highly concerning and has created significant inconvenience.I am seeking your immediate intervention to expedite a fair and transparent resolution to my refund request. I believe that, as a customer, I deserve a more efficient and effective resolution process. Thank you for your urgent attention to this matter.
Business Response
Date: 11/17/2023
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to order 112-3303766-5524227. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

Since you've confirmed that the ** has been uploaded, kindly wait for 3 business days, so that our team can review and get back to you with an update on it. I do understand that you've been advised to wait earlier, however at this moment we are unable to take action on the order and need to wait till the ** is validated.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/17/2023

Complaint: 20878119

I am rejecting this response because:
This response is the exact same response written by the customer support representatives. I have submitted my ID and I have waited more than 3 business days. When I reached out in regards to the submission I was told and (please refer to the screenshot provided.) the portal has expired.
This situation raises concerns about the reliability of Amazon's internal processes. Despite complying with instructions, the refund process remains unresolved, and the repeated claim of an "expired portal" is both confusing and inconvenient.
Sincerely,

***********************
Business Response
Date: 11/30/2023
Hello,

I'm Prashanth from Amazon.com.

To proceed further, kindly contact our support using the below link, so that we can review the submitted ID and help you further

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

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 11/30/2023

Complaint: 20878119

I am rejecting this response because: This is the THIRD time asked for my after being stated my ID was submitted and I am to wait 5 business days. I am tired of waiting and want my refund. An ID is not required to process a refund back to the card.

Sincerely,

***********************
Business Response
Date: 12/06/2023
Hello,

I'm Prashanth from Amazon.com.

We request you kindly, reach out to our chat or phone support from your account, so that we can review the ** submitted to help you further. Upon reviewing, we do not see any contact with our support after November 15, 2023.

To proceed further, please do reach out to our support team for review, so that the team can work with available options and help you with it.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 12/08/2023

Complaint: 20878119

I am rejecting this response because:
After reaching out to Amazon numerous times, I have been lead round and around again. Taken for a loop.

Sincerely,

***********************
Business Response
Date: 12/20/2023
Hello,

I'm Prashanth from Amazon.com.

Based on the resources available, we see the current status is ID pending validation. I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. At this moment we are unable to provide a replacement/refund for this order.

Nonetheless, I've shared your comments as a feedback with the appropriate team for their consideration when planning future improvements.

We appreciate your time and patience in these regards.

Regards,

*********
Initial Complaint
Date:11/16/2023
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 a refurbished iPhone 13 Pro *** sold by Amazon. After the *** carrier picked up the item today, Amazon sent me a message email saying "We noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund" and asked me to upload a government-issued ID. This is totally illegal and Amazon does not have the right to ask me for private personal information. So, Amazon is basically not refunding me and they are requesting outrageous private information from me just to get my refund. They are robbing my personal information.ORDER # ***-9957797-0889809
Business Response
Date: 11/17/2023
Hello *****,

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

I'm sorry to learn about the problem with your order #***-9957797-0889809. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Tuesday, November 14, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

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

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

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

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

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

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: 11/20/2023

Complaint: 20878113

I am rejecting this response because:
Amazon has already received my return but still hasn't given me any refund yet.

Sincerely,

***** ****
Initial Complaint
Date:11/16/2023
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.
Hello, I ordered a few things from amazon.com when the shipment arrived, this item "MSI Gaming GeForce RTX **** 12GB 15 Gbps GDRR6 192-Bit" was missing. I informed Amazon customer service representatives about this issue and I was told they couldn't do anything about it and that I needed to file a police report. I filed the police report and emailed it back to Amazon as soon as I received it however amazon kept saying they could not accept my police report.
Customer Answer
Date: 11/17/2023

Complaint: 20878049

I am rejecting this response because:

I went to the Las ************************************ website and filed a police report. When filing the police report, I made sure to include every detail of the incident and I submitted a copy to Amazon as soon as I received it. Amazon has repeatedly told me that the police report is invalid but has not given me a reason to why it is considered invalid. When I contacted the police department I made sure to mention every detail regarding this incident to law enforcement so I do not believe this police report is invalid.

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

Business Response
Date: 11/17/2023
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 #***-1549105-0725819. I understand how frustrating it can be.

Upon reviewing, I see that you did provide a Police report as requested, however, it could not be validated.

I request you to please provide a valid police report to our specialist team, for help with this order.

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

Thank you for writing to us. I hope you're doing well!

Our specialist team were unable to validate the police report submitted by you, which is why we're unable to assist with a refund.

I see that the report could not be validated as it did not have a police officer's ******************** would ask you to resolve the issues and re-share the Police Report with us.

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Please note that you need to provide the report to our Specialist team by replying to the email sent on Thursday, November 16, 2023 at 9:05 AM.

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:11/16/2023
Type:Customer Service 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.
Over the passed year I have been unable to write product reviews on Amazon. I am just a customer looking to write positive reviews, nothing negative or inappropriate. I was banned and given no warning or explanation why. I have enclosed a photo of the message I get every time I try to write a review. The customer service at ********************** has done nothing but promise a correction every 3-5 business days. I have a case number I can provide, upon request. My spouse has even gotten involved and can provide proof. I just keep getting the run around amongst the customer service teams.
Business Response
Date: 11/17/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 11/17/2023 confirming account reinstatement.

Sincerely,
Amazon.com
Customer Answer
Date: 11/17/2023

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:11/16/2023
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 a pair of Oakley lenses for my son's Oakley glasses frames. These particular lenses did not fit so I returned them to Amazon and bought a new pair from Amazon that does fit. Amazon received the lens I returned that did not fit the frames that I returned. However, they will not give me my money back until I send them a picture of my drivers license or passport. I do not feel comfortable sharing that information. I would like a full return for the $91.65.
Business Response
Date: 11/17/2023
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to order 111-0550152-9517865.
After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be 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":
************************************************************************************

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:
*************************************************************

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.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/17/2023

Complaint: 20878000

I am rejecting this response because: I am not comfortable sending a photo of my drivers' license or passport. I want a full refund immediately.

Sincerely,

***************************
Initial Complaint
Date:11/16/2023
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.
Refusing to give refund for a returned item and saying I have to send them photos of my ID
Business Response
Date: 11/17/2023
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.

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.

Thank you for your cooperation.

Regards,
******************************
Initial Complaint
Date:11/16/2023
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.
They wont deliver (convert) digital books, ebooks, to pdf, so I can read them in a different reading app. Regardless of format i chose at purchase time. I should be able to convert the file to PDF so I can read it with any app I want. Since I purchased it, it is my content. They dont own the book, they are just the publisher.
Business Response
Date: 11/17/2023
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 your concern regarding converting your purchased ebooks or other digital content related to Amazon, into PDF. so you can view them on other devices or app.

However, content purchased on Amazon platforms or devices can be accessed on Amazon platforms.

Please be assured that we have taken your feedback.

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: 11/18/2023

Complaint: 20877960

I am rejecting this response because: Amazon does not own the content I purchased, only the delivery method. Therefore, Amazon is required, at my request to allow me download my content or provide a means for me to get the content in a file to be used outside of the Amazon platforms. Otherwise, Amazon will need to offer me due recompense, such as a refund.

Sincerely,

***************************
Initial Complaint
Date:11/15/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to get a refund for over a year on an item I returned. I had ordered a jacket that didn't end up fitting. I returned it to *** for them to ship it back so I could then be issued my refund. I was never issued a refund despite sending the item back. I have been given the run around for over a year now with one rep telling me the item was received and it would be credited to my amazon bill, and another one telling me the item was lost, finally by the last rep assuring me that I would see a credit to my account despite them being unsure if the jacket had gotten lost or not as they could still see it was given to *** to be sent back to the warehouse. I spend a lot of money at Amazon and have never had an issue before. I am really disappointed in how this whole situation has been handled as the charges still haven't been removed from my account. I had an issue last year with some identity theft which ended up having my paper credit card statements stop in the mail as well as me being locked out of my amazon account. All of this made this refund fall on the back burner as I had bigger issues to deal with at the time. I assumed it would eventually be credited to my account as I had been reassured the last couple of times I spoke with customer service. I have now started receiving my paper amazon statements, and seen that the refund for the jacket was in fact never credited back on my bill. I don't feel I should have to pay for an item that I don't even have anymore that I followed the directions to return correctly as after that it was out of my control.
Business Response
Date: 11/17/2023
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 #***-3312284-0861813. It is certainly not what we expect our customers to go through.

Since this order was fulfilled in 2022, we're unable to issue a refund, however, I understand that you returned the item to seller.

As a one time exception, we can issue a gift card refund of $127.58 to the account on which order was placed.

The gift card refund will be issued as soon as I receive confirmation from 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: 11/17/2023

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:11/15/2023
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 made a purchase with Amazon the order number is: 112-4054059-5424222. The item was not as expected and returned. The return was handled by *** and has been delivered as per the tracking number dictates. The tracking number is: 1Z 6E5 540 90 **** **** The refund was taking longer than normal for Amazon so I called them and they sent me a link to verify my ID they have the product back I would like my money back. I feel like this is jumping through hoops. I dont know why Amazon would require my ID but I dont feel comfortable giving this information to them.
Business Response
Date: 11/17/2023
Hello ****,

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

I'm sorry to learn about the problem with your order #***-4054059-5424222. It is certainly not what we expect our customers to go through.

Upon reviewing, I can confirm that a refund of $60.41 was issued to original payment method on Thursday, November 16, 2023.

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

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

Please rest assured that any information provided by 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
***********************************

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