Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,637 total complaints in the last 3 years.
21,614 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:11/15/2023
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 placed order no. 111-6675342-8876223 and returned it as it did not fit. I received a prepaid label and instructions to go to *** to have it shipped back which I did. It handed directly to a *** worker and scanned accordingly. I received a refund from Amazon. Yesterday I received a reminder email telling me to send back the item. The item was sent back and on my account status it shows that it is in transit. Therefore, there is no item to return. I spoke to a representative who put in a ticket and I got an autoresponse email which basically stated that I would be refunded 14 days after receipt of the item. That wasn't my issue. I received the refund. I was trying to get them to update their system showing I already returned the item as they are going to recharge my card. I spoke to 2 others and the same thing. Now I received an email saying there is suspicious activity and are asking for my drivers license in order to "process a refund". There is no refund needed. I need them to verify that they have received the package and not charge my card again. I spoke to someone else and she confirmed my package had been received but today I received 2 more emails asking for my driver's license in order to get a refund. I provided my driver's license twice just so they can fix the problem with the package showing as not sent back. No one seems to know what they are doing. I don't want my card charged again for an item I returned and they have confirmed as received. And now who knows who had a copy of my driver's license. This is ridiculous and I am worried about my identity being stolen and my card being charged for an item they have in their possession.
Business Response
Date: 11/18/2023
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 understand that you received a return reminder for the item 'Meenew Women's Long ************* Dress' from the order #***-6675342-8876223. I'm sorry for any inconvenience caused with this.

I've reviewed the details of the order and see that the return isn't processed for the item in the order and hence the retro charge is still active on the order. To help you on this, I see that our internal team has already emailed correspondence to your registered email address on November 15, 2023 at 8:18 AM (PST) requesting you to submit the identity document.

Hence, I request you to kindly go through the email and provide the requested information without which we won't be able to assist you further on the issue.

For your convenience , I'm providing the correspondence below:

"Hello,

Thank you for contacting us regarding your order ***-6675342-8876223.

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 ***-6675342-8876223.

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":

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

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

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

Complaint: 20874030

I am rejecting this response because: I have provided my drivers license 3 times. I am now concerned about identity fraud as where is my driver's license now? Also, I should have to provide my drivers license in order for you to verify if you received my package and update your system accordingly so I do not get charged. I have spoken to another rep who has confirmed receipt yet nothing is being done as a result. You guys need to work on better communication throughout your organization because no one seems to know what is going on. I am not providing my driver's license a 4th time. At this point I feel very uncomfortable. Why is it so hard to verify receipt of the package and **** it as same?

Sincerely,

***************************
Business Response
Date: 11/25/2023
Hello *********,

Thank you for your response!

To help you on the issue with the order #***-6675342-8876223, I've worked with our internal partner team on your request. Please note that we are not able to take additional actions, including overriding their decisions for next steps.

Ive pasted their response below for your convenience:

"Hello,

It looks like we have previously requested an ID from you, but the portal expired and can no longer be used. As a reminder, because we noticed abnormal activity on your account, we need your ID to verify the identity of the account holder before we can consider issuing a refund. We may also request additional information before granting your request.

You will receive an automated email with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. At this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

I see that you have received an email requesting the information on November 22, 2023 at 2:00 PM (PST) with the subject line 'Your Amazon.com order'. I request you kindly upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:

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

Thanks for your understanding and co-operation. Have a great rest of the day!
Regards,

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

Complaint: 20874030

I am rejecting this response because:

Sincerely,

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

i am not sending my drivers license hen I sent it 3 times. You have verified receipt of my package thus update it in your system to resolve this issue. I shouldnt have to give you my drivers license so you can mark my return as received
Customer Answer
Date: 11/28/2023
Please see the attached confirmation that the item was received along with the request for my driver's license despite the fact I provided it 3 times.
Business Response
Date: 12/02/2023
Hello *********,

Thank you for your response!

I've re-checked with our internal team on the issue and can confirm that the ** wasn't received as the portal expired and can no longer be used.

As a reminder, because we noticed abnormal activity on your account, we need your ** to verify the identity of the account holder before we can consider issuing a refund on the retro charge processed. We may also request additional information before granting your request.

You will receive an automated email with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. At this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your co-operation. Have a great rest of the day!
Regards,
******
Amazon.com
Customer Answer
Date: 12/05/2023

Complaint: 20874030

I am rejecting this response because: As you can see I have sent it via email, and an addition 2 times from the portal. This is a total of 5 times through the portal and twice via email. Get your act together.

Sincerely,

***************************
Business Response
Date: 12/09/2023
Hello *********,

Thank you for your response!

To help you resolve the issue, I see that you have been requested to provide incident details by our internal team for further review. Hence, I request you to please reply to the email sent on December 5, 2023 at 10:29 AM (PST) with the subject line 'A Message from Amazon ***************** for review. Please note that we are not able to take additional actions, including overriding their decisions for next steps.

Ive pasted their response below for your convenience:

We apologize that you have been charged for a return for order #***-6675342-8876223. We're happy to assist you further.

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

Youre able send your responses directly in an email or through an attachment such as a PDF or JPG file.

To be considered for review, the Incident Report has to be submitted on or before this date: 1/4/2024. Send one set of responses for each package containing an item that you returned to Amazon but haven't yet received a refund. We typically respond in about 1-2 business days.

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

Incident Report

1. Order number:_______________

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

3. Date return item was shipped. (MM/DD/YYYY):_______________

4. How did you ship back your return? ( For example: *** picks up, *** drop off, mailed with ***** or ************* *************** etc. ):_______________.

5. Description of the item returned (item name, color, size, quantity, etc.):_______________.

6. Have you experienced prior issues with returning items to Amazon?_______________

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 12/12/2023

Complaint: 20874030

I am rejecting this response because: You guys have a lack of communication within your company. I have provided this twice now. I am going to dispute it with my credit card carrier as you are not able to assist.

Sincerely,

***************************
Business Response
Date: 12/14/2023
Hello *********,

Thank you for your response!

In continuation to our correspondence, as the ** has been verified by our internal team, they have reviewed the details and refunded the retro charge processed on the order for $30.09 on December 13, 2023.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

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

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 12/14/2023

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:Delivery 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.
10-10-23 order was placed for Ryzen 5 4600g. Received 10-11-23. I did not open or use the item dropped off for return 10-24-23. Item was received by company on 10-27-23 1ZR9Y1900329570216 tracking number. Its been almost a month with no refund and no company is asking for my id and making me jump through hoops for my money. When they have already received there item back
Business Response
Date: 11/18/2023
Hello *****,

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

I'm sorry for the inconvenience caused with the order placed on our website.

I've tried to locate the order with the information available in your complaint. Unfortunately, I'm unable to locate the exact order you are referring to.

In this case, I request you to please reply back to this email with the order number so that we can review the details and assist you further.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 11/20/2023
Order Number-113-*******-6509017
Email- *******************
Business Response
Date: 11/22/2023
Hello *****,

Thank you for your response!

I've reviewed the details of the order and see that the item was successfully refunded on November 20, 2023 back to your payment method.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days.

You can view details of the completed refund on your Amazon.com account:

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

I hope this helps. Have a great rest of the day!
Best regards,
****** K
Amazon.com
Customer Answer
Date: 11/27/2023

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 been continually told that I would be sent a refund on shipping charges that Amazon has promised to refund me. I have been told by 3 different people. I still havent received it after waiting over 25 business days. I am tired of the empty promises and the lies. I just want my money refunded. I have been very patient. This has been going on since Oct 13th.
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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed the order and see it's from a third party seller on website. We won't be able to process shipping fee refund.

We recommend you to contact seller as Sunnyside Enterprises, LLC should be able to help you. When you buy from an Amazon Marketplace or Merchant seller, your order is neither fulfilled nor shipped directly by Amazon.

For help with your order, click the link below:

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

If you do contact the seller, give them 48 hours to get back to you. If the seller isn't able to help, click the link to learn more:

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

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/17/2023

Complaint: 20873697

I am rejecting this response because: Amazon already contacted the seller and they said they wont refund the money so I was told by Amazon more than once that they would refund my money and that they would file a claim against the 3rd party seller. I just want my refund. I keep getting lied to and the run around with Amazon. Just give me the refund I have been promised.

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.
Im a loyal Amazon user currently based in Asia. I use ********************** every few months to order pet supplements and ship to Asia via a shipping company (Amazon ships parcels to their warehouse). The last order was in October (Order #***-9439604-8405014)On Nov 14, I received an email from Amazon Specialist that my account has been closed. Reason is records show that your account is directly linked to another account that we previously closed for violating of our Conditions of UseThe following list shows related account details: Email address: [****************,yxz07**@outlook.com]Absolutely shocking because 1) I have no linkage to the accounts mentioned, 2) I have not violated any of the conditions of use. I replied Im sure this is an error in your system. I have no connection to the accounts you mention please look into this case asapOn Nov 15, I received another email basically saying same stuff After a thorough review, we have decided not to restore your full access to this account. I got irritated - Amazon is not giving any evidence or solid reasoning! I replied As I appealed earlier, the accounts violating the terms are NOT related to me. I have never seen the email address or have any contact. If your decision is made, please show evidence of any linkage which I firmly believe wont be. Otherwise, please restore my account.Afterwards, i got reply, still, with no evidence! It stated We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.After careful consideration, we have determined that we will not reopen your closed Amazon accounts. This decision is final.We will likely not respond to further emails about this issue. Is this even customer service? Do you treat your loyalty user this way?I am very mad that i did nothing violating the terms. Amazon closed my account for no reason. I request Amazon to restore my account and apologize.
Business Response
Date: 12/10/2023
Hello,

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

Sincerely,

****
Amazon.com
Customer Answer
Date: 12/10/2023

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: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.
I placed an order for 8 ******* gaming monitors on November 7th totaling $7,512 ($891.85 each). 7 were delivered 1 of which was cracked, the last of the eight monitors was never delivered they said cause of a paperwork problem and the last update I have says they were sending back to seller. They said in order to get a refund for the one that they broke on delivery I need to upload private information, and for the one that they never delivered to fill out an incident report that they were supposed to email to me but I haven't received. My order number is 113-8714659-4244239
Business Response
Date: 11/16/2023
Hello *******,

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

I've reviewed the complaint and understand your concern regarding the return refund issue for the Order ID #*******************.

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

We may also request additional information before granting your request. Amazon takes all security-related matters very seriously and your account security is our top priority.

We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review/investigate and get back to you with an update on refund for the mentioned order.

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/17/2023

Complaint: 20873612

I am rejecting this response because: You all claim because of suspicious activity. What is the suspicious activity because you all took a return for another order that was placed AFTER we submitted this return for some USB hubs which leads me to believe something else is happening because this price is a lot greater than the hubs. The name under our account is ************************ which is a company, how could you possibly verify this with an ID, any one of our hundreds of employees could have ordered it and who's to say you will not reject one of them that leaves us in the situation of you all having our private information and us left with no monitors and no refund. Also, It is not just the refund either for this monitor,you all didnt deliver the 8th monitor and returned it to the sender, 1. You want me to fill out an incident report for a product I never received and have no idea what happened to it because my information says it was at the facility then it was being sent back 2. You all never sent me an incident report, yet want it done in a certain amount of time. We do not trust you all with our information because we have had issues with identity and your company before and we are a government entity and that cannot happen again. Thank you for understanding my concern ??

Sincerely,

*****************************
Initial Complaint
Date:11/15/2023
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 placed an Amazon fresh delivery and my order never showed up after calling that same day that my order didnt show up on 11/10 I was told that my order would be fully refunded and that I should have my refund back on my account, after calling customer service they keep telling me that my order isnt refunded and they have to go ahead and process it I keep telling them that my order isnt refund they said in there system isnt showing it. They is super frustrating because I keep getting emails that I got a refund but its not being refunded
Customer Answer
Date: 11/28/2023
The company has failed to refund me my money. They keep emailing me nervous times indicating that theyre gonna refund me. They keep saying the refund is not processing. I asked him if there is a way to have just a store credit applied to my account so I can use it on my next order they have not corresponded to me or try to make This fixed
Business Response
Date: 12/02/2023
Hello ******,

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

As per your confirmation, I've issued refund of $91.30 to your account gift card on December 1, 2023 and sent you an email.

You can view your balance and activity here:

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

I apologize for the inconvenience that you've experienced in this case and please allow us one more chance to fix these issues and I assure that we'll come up with better service in future.

Thanks for your patience and understanding. We hope to see you again soon.

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/05/2023

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:Billing 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.
My account was closed due to suspicious payment activity when all I did was purchase an e amazon gift card. Once I had purchased the gift card I was sent an email saying my account was temporarily on hold and to resolve this issue was to send authentication of ownership of the payment method which I then did, waited for a response and got an email saying my account is being closed. I would like this issue to be resolved and have my account back.
Business Response
Date: 12/08/2023
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 2023-12-08.
Sincerely,
****
Amazon.com
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.
Hello, I am filing this complaint against Amazon because they continue to cover up bad behavior and actions on many of their sellers. In the past year, I have had 4 separate issues in regard to missing items I had purchased and never received and outright fraud from their sellers for items purchased and found out their defective. Then Amazon will ask me to give a review of the transaction and events following up on the item purchased and when it arrived to me. But when I give the review of the particular item in question and the events of what transpired each time they tell me the review can't be posted because it contains negative wording that reflects badly on them and their sellers. Which is a bunch of BS they simply continue to cover up the bad actions of their sellers. Just to validate my point I am attaching a web capture of the review of the latest transaction I had with Amazon which was just a few days ago.
Customer Answer
Date: 11/16/2023
ORDER # 113-7638556-5238667
Business Response
Date: 11/17/2023
Hello *******************************,

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

I've reviewed the complaint and understand your concern regarding the missing items from the seller fulfilled order.

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

I'll surely take this as a feedback from and also forward this issue to our business team regarding your experience with the sellers and they will be reviewing this further.

We'll ensure necessary action is taken accordingly once the investigation done.

Your satisfaction is utmost important to us.

Thank you for being a valuable member of our Prime family.

We look forward to serving you again - and serving you better - next time.

Regards,
Arun

Amazon.com
*****************************
Customer Answer
Date: 11/17/2023

Complaint: 20873450

I am rejecting this response because: Amazon continues to refuse to post my review of my transactions from their sellers that are basically rip off artists.

Sincerely,

*******************************
Business Response
Date: 11/21/2023
Hello *******************************,

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

I apologize for the inconvenience.

I've escalated this issue to the appropriate team and they'll get back to you with an update soon.
Regards,

Arun
Amazon.com
*****************************
Business Response
Date: 11/22/2023
Hello ************;********,

I'm Arun 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 see that the appropriate team has responded to the complaint on through an email on November 22, 2023 1:24 AM.

I request you to check the email for more information.

Regards,

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

Complaint: 20873450

I am rejecting this response because:
It is very clear Amazon is not going to change their way of doing business and they will continue to protect and hide the actions of the bad sellers on their websites. It is just a shame that big business and money have free reign to operate this way in our country!

Sincerely,

*******************************
Initial Complaint
Date:11/15/2023
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 recently returned a wrongly sent item to Amazon. It has been returned for over 2 weeks, and the refund has not been sent. I had another item returned at the same time, and it was refunded. I have spoken with 3 chat associates who keep delaying and making excuses for why I cannot get a refund. They said it was would be received a few days after, then a week, now they want me to fill out all sorts of PII just to get a refund. This is absurd. I was given the wrong item. I sent it back. I am legally due all of my money. They refuse to do right.
Customer Answer
Date: 11/15/2023
I have ordered thousands of items from Amazon.com. I have had zero issues returning items in the past. Recently, I had an order (purchased on 10/27) where one item was counterfeit, and one other item was the wrong model. I returned both, with delivery confirmed on 11/01. Amazon returned my money for the counterfeit item on 11/02. The other, wrong item, has been in limbo for weeks. I have talked to 6 customer service reps, who all tell me different things. They either hang up on me, or just keep telling me to wait longer. Recently, they have been asking for abnormal requests like sending my ID to verify my identity, despite the returns coming from my account. They are doing everything in their power to avoid refunding my order. The 3 people I have talked to on the phone, the 6 in chat have all lied to me and hung up. This is the first time Amazon has ever done this to me in 13 years and 110k+ of spend.
Business Response
Date: 11/16/2023
Hello ****,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 11/16/2023

Complaint: 20873419

I am rejecting this response because:

Here is the order number:
ORDER # 111-5004547-1561003

The money return is weeks overdue at this point.

Sincerely,

*********************
Business Response
Date: 11/19/2023
Hello ****,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item Vortex Optics SPARC Solar Red Dot Sight - 2 MOA Dot.

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Customer Answer
Date: 11/20/2023

Complaint: 20873419

I am rejecting this response because:

My IDnis already known to amazon. They have my return. They have stolen my money. I have opened up a complaint with my state CFB. I will also open up a police report and initiate a chargeback.

Sincerely,

*********************
Initial Complaint
Date:11/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned an item to Amazon, that has not yet been refunded. After talking with the associate, they said I needed to provide an ID before the refund would be processed. This is unacceptable and they have the item I bought and I do not have my refund.
Business Response
Date: 11/16/2023
Hello ****,

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

I've reviewed the complaint and understand your concern regarding the return refund issue for the Order ID #*******************.

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

We may also request additional information before granting your request. Amazon takes all security-related matters very seriously and your account security is our top priority.

We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review/investigate and get back to you with an update on refund for the mentioned order.

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

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

Regards,

Sahitya
Amazon.com

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

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