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.
- 21,605 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/15/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a product from Amazon on October 4th last month and returned it on the 7th the same month. However, a month later, I still have not received a refund from them, and their customer service hasn't been any help either. I've probably contacted them at least six times, and each time, I got the same response/request: to upload and provide them pictures of my government IDs, which is outrageous of them to do since this is private information. They said if I didn't within three days, they wouldn't give me my refund, and the refund couldn't be further investigated. When I check the refund status on Amazon now, it states the refund was lost in transit, meaning their carrier lost it; thus, they're responsible.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.
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.
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: 11/17/2023
Order Number: 112-9263161-8208225Business 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.
Thank you for writing to us and confirming the order number. I hope you're doing well!
Upon reviewing, I can confirm that a refund of $322.17 was issued on Friday, November 17, 2023.
Please allow your bank 3 to 5 business days to process the refund.
$153.00 - **** card
$169.17 - Gift card balance
Thank you for your patience and understanding.
Regards,
Najam
Amazon.com
*****************************Initial Complaint
Date:11/15/2023
Type:Product IssuesStatus: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 # ***-1208999-8529853 Order placed on October 10, purchased item like new open box but it was not new. Submitted return on October 14 and sent it back via *** (QR drop off ) on October 15 2023.It is November 15th and Amazon will not refund me the money, they keep saying that they will but i never get the refund.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 with order#***-1208999-8529853
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:11/15/2023
Type:Billing IssuesStatus: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.
My name is *******************, Company ************. Im a ** Amazon handmade seller, I also sold on ****** Amazon. Since I've not gotten many sales, I decided not to sell in ****** and donate all my inventories to Amazon **. I've asked ** seller support before. Since then, I do not have any stock in the Amazon warehouse. I also canceled my VAT registration, so I do not need to report to ****** sales tax. I'm still active in the ** Amazon marketplace. Last week on Nov 6, 23, I checked on my US Amazon account platform and saw I owe ******. I do not know what this charge is. I can see on the account this amount was repeatedly charged 7 times on 5/11/23 for *****, the description of this charge is "other". I do not know what "other" is. Since I am a handmade seller, I do not have any monthly fee!I've tried to contact Amazon ** many times but my account is blocked due to being suspended. *** tried contacting ** seller support but no HELP, and all they told me is they cannot help. I need to contact ****** platform! I've tried many times to submit the form which was provided from ** seller support to contact ****** regarding this matter. No one replied to me! Last few days, Amazon ** has charged my credit card daily. It was unsuccessful because I was temporarily inactive on my credit card.I did not want to sell in ****** Amazon Platform due to insufficient sales to cover the expense. Am I the right to choose? Amazon is very unreasonable and a bully to small businesses. Im beyond frustrated right now. *** contacted them to resolve this matter since 11/6/23. Amazon **/** gives me no access to my account saying that I need to reactivate my VAT registration and sign up for their service! How am I supposed to resolve anything when they do this to me?****** Amazon deactivated my account, which is fine. I just want to settle this matter. I would like Amazons adjustment to my account fee ****** to 0 and let me close my ** account?Thanks!Business Response
Date: 01/08/2024
Hello,
The email address through which this complaint was raised, ********************** is associated with an Amazon account registered in the Amazon ** store.
We recommend that the seller sends information about this complaint to Amazon through the channels offered to the seller via email or through the sellers Account Health Dashboard in Seller Central.
Thanks,
The Amazon Seller Performance TeamCustomer Answer
Date: 01/08/2024
Complaint: 20876910
I am rejecting this response because:Please note that I've provided many screenshot on my case, I've trying to contact ****** Amazon seller support as well as the US Amazon and I did not get any response *********** me the matter! No seller support contact me explain what about the fees charges.
Sincerely,
***************************Initial Complaint
Date:11/15/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an indoor fly trap from Amazon.com. Amazon is not refunding me and state that they are requesting outrageous private information from me just to get your refund. They said, Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund. I informed them that I am uncomfortable with emailing an unknown person a photocopy of my personal identification. This is an unusual practice, and I simply want my return back to the original payment method, and that a photocopy of my ID does not seem relevant to simply returning my funds back to the original payment method. They told me on the phone and in email that if I do not send them a photo of my ID, that they will not process my refund. I then informed them that they have verified receipt of my returned item, and refusing to credit back my Amazon gift card without my photo ID is suspicious, and that I am uncomfortable with and will not be sending them my ID, but I want my money back and that I am not concerned with any suspicious activity they suspect since I have verified all purchases and charges on my account. They stated over the phone and emailed me that failing to provide my ID will result in them being unable to refund my money, and unable to dispute this issue in the future but that I may still make purchases and use my account as normal. This statement is contradictory to their concern of suspicious activity on my account if my account is still usable as normal and does not support their NEED to have a photo of my personal identification. Details of this transaction are listed below, and supporting documentation is attached. Date of purchase: 10/08/2023. Total purchase price: $30.80. Payment method: Amazon Gift Card. Amazon order number for this return is: 112-6140256-8261030. Date of return: 10/11/2023. Return method: **** *** Tracking number: 1ZR9Y4170398987510. Date Amazon Received the return: 11/01/2023.Customer Answer
Date: 11/16/2023
I believe this issue is now resolved. I received an email from Amazon **************** thanking me for providing them with a copy of my personal identification at 1:07am, even though I never sent them my photo ID. Strange they are pretending that they received my ID even though I never sent it to them. I then received an email at 1:08am stating that my refund has been processed. I checked my account this morning, and now have the $30.80 gift card credit posted 11/16/2023. Thank you for your assistance.Initial Complaint
Date:11/15/2023
Type:Customer Service IssuesStatus: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.
As part of Amazon order # ***-0999437-9696207, I ordered a "Midi Dresses for Women Wedding Guest Formal Bridesmaid Dress Square Neck Ruffle Split Cocktail Dresses for Evening ************ Re" (using product name directly from invoice) on September 24th. I returned the dress sometime in October to a Whole Foods in ************, ********. I never received my refund. When I contacted Amazon about it, they are trying to make me give them outrageous private information in order to receive my refund- they want me to upload a photo of my ID. I should not have to go to such extreme lengths to get the refund I am owed. I dropped off this item. I am owed $39.99 + tax from Amazon.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 refund for one of the items in order #***-0999437-9696207. 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.
As soon as required details are provided, our specialist team will review and issue a refund in 3 business days.
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
Amazon sent me and email and still refuses to give me my refund without me uploading a photo of government issued ID.
This is insane!! I should not have to give outrageous personal information to get a refund I am OWED.
Initial Complaint
Date:11/15/2023
Type:Order IssuesStatus: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 received a damaged item from Amazon paid for with a gift card. Rather than refund me Amazon is asking that I send in a photo of my ID due to suspicious activity on my account. I have not used my account since February of this year. They are saying it due to too many refunds but Amazon doesnt refund you unless you return their items. So that doesnt make sense. I dont want to send in my ID so they can keep it on file as stated in their privacy agreement I just want my refund. I offered to return but they stated its a no return item which makes so sense.Business Response
Date: 11/17/2023
Hello Brooklyn,
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 #***-6292831-8789023. 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.
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
I do not feel comfortable adding my id to their system. It says in their privacy that they can keep and share this information. Im not okay with that. I have sent photos of the damage two weeks ago Im not sure what my id has to do with anything. They have my name address email and phone number there is no reason they need my government issued id to refund me. I want to return for a refund or just be refunded. I have already been scammed with something similar which Im still recovering from I am not comfortable having my ID in a system that states they will keep and can share this information.Customer Answer
Date: 11/17/2023
I did respond to them. They have lied to you and I can send proof. Please let me know how best to proceed.Initial Complaint
Date:11/15/2023
Type:Product IssuesStatus: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 contacted Amazon today about me getting a replacement for a product that arrived to me damaged. On a totally unrelated topic I just was curious about the refund status of another order. The order number is 112-2970995-7244202. I didnt want a refund right away, I was just curious because I had them on the phone so I thought Id ask about it. The customer service rep told me I had to be connected to a account specialist for my request which was the first red flag, then I explained my situation again to the new Rep * *** told me that the the warehouse just didnt scan in my return yet and I would have to submit my personal confidential info for a return. I didnt want the return manually put in, I had already returned the product on November 2 they received it on November 10 * the conversation could have just ended with them telling me that I would have to wait a few more days. Fast forward I ask a few questions about why I would have to submit my personal documents and *** just told me it was a new rule as of Monday, so still skeptical I thought Id just call back after reading the email.After reading the email I was more shocked because they stated that I would have to submit my personal info if not they would not give me a refund nor would I be eligible for one anymore on that order and I am shocked because I have the receipt from *** that I returned the item, * on their tracker it shows that they have received the item, so why would I need to give them my personal docs when I gave them the item, it went through multiple check points verifying that I sent the right item. Why would I need to give my personal info for them to give me my money back for something they have also confirmed that they received. Especially for a less than $30 refund. Even if it was $300 I shouldnt have to give my personal information to them, I am not scamming them. I returned the item They seem to be scamming me. I have attached ************* that they confirmed they have received itBusiness 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 #***-2970995-7244202. It is certainly not what we expect our customers to go through.
Upon reviewing, I see that the return authorisation was created on Sunday, October 29, 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:11/15/2023
Type:Product IssuesStatus: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'm trying to return an item on amazon and I'm being told to provide my government ID but I dont think that is something I have to do. I have the return ready. I waited for a pick up that was never scheduled by 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 ending in ****. It is certainly not what we expect our customers to go through.
Upon reviewing, I see that the return authorisation was created on Wednesday, November 15, 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:11/15/2023
Type:Product IssuesStatus: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 $150 worth of Amazon Gift Cards and applied them to my Amazon balance. I tried to order E-gift cards for ****'s Sporting Goods on Amazon.com but got a message stating "Your gift card balance cant be applied to orders that contain certain items per Amazon Gift Card Terms and Conditions." No where on the Amazon.com site does it state that I cannot purchase gift cards for other stores on Amazon.com. Last Christmas I was able to purchase many different gift cards for different stores using my Amazon gift card balance. I chatted with Amazon customer service for an hour and they were stumped as to why my order cannot be placed. I would like a refund check from Amazon for $150 cash. I do not want $150 credit added to my Amazon Account. I would like my money back as I will never shop on Amazon ever again.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 in placing an order using your gift card balance.
However, we would like to inform that gift cards cannot be used to purchase certain ineligible items according to Gift Card terms and conditions.
For more information on Gift Card restrictions, please visit our Help page using this link:
************************************************************************************
Please view point-4 on above page.
It is not possible to remove your gift card balance and issue it as check or refund to any payment method.
You can use your gift card balance to place any order with us.
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: 11/17/2023
Complaint: 20876611
I am rejecting this response because: No Where on your website does it state that you cannot use your Amazon gift card balance to purchase gift cards from other vendors on your site; i.e. Dick's Sporting Goods, etc.
Sincerely,
*****************************Initial Complaint
Date:11/15/2023
Type:Delivery IssuesStatus: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.
The following orders have either been canceled, returned, or marked delivered but not received, and Amazon has not refunded the original payment. Attempted to resolve through customer service portal.ORDER # ******************* - $795 ORDER # ***-9198456-1767417 - $371 ORDER # ***-5908849-1138660 - $402.80 ORDER # ***-1780671-3547410 - $296 ORDER # ***-8940873-3701067 - $89.88 ORDER # ***-2730666-7541830 - $296.80 ORDER # ***-2261601-6077836 - $370.95 ORDER # ***-9264764-7164223 - $190.75 ORDER # ***-4741946-9319416 - $370.95 ORDER # ***-8160877-2616267 - $370.95Business 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.
Refund of $370.95 each for Order ID: ******************* & Order ID: ******************* processed to your original payment method and refunds will reflect in your account in 3-5 business days.
We received a delivery scan on the Order ID: ******************* and we are unable to take any action on the order.
And for other orders, which are returned, once we receive the returns, refunds will be processed accordingly.
This process *** take up to 30 days from the date of refund and request you to wait till then.
Thank you for choosing Amazon.
Regards,
*****************************.
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