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

59,634 total complaints in the last 3 years.
21,490 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:
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.
Purchased a as advertised NEW ******* galazy tab s8+ on 11/8 received the item on 11/14. The item received was used i chatted and called amazon about this requesting a exchange. They told me they would not honor the sales price and i could only do a refund. I Then received a letter stating the only way i could complete a refund was to provide a digital upload of my government ID. I questioned this email they told me it is valid and would not answer any further questions about this. I asked if there is any other way to get a refund for them sending me the wrong product they stated not without uploading a digital copy of my government ID. ORDER # *******************
Customer Answer
Date: 11/15/2023
Response from there executive team
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 SAMSUNG Galaxy Tab S8+ ****" 128GB WiFi 6E Android Tablet, Large AMOLED ******* S *** Included, Ultra Wide Camera, Long Lasting Battery.

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.

We are unable to provide the price difference in case you purchase the new item. We constantly compare Amazon's prices to our competitors' prices to make sure that our prices are as low or lower than all relevant competitors. As a result, we don't offer price matching.

Thank you for your understanding.

Regards,
Pratap
Customer Answer
Date: 11/20/2023

Complaint: 20873033

I am rejecting this response because: I refuse to give amazon my photo ID

Sincerely,

***************************
Customer Answer
Date: 11/21/2023
A retailer holding a refund hostage in order to get a digital copy of my government ID is an invasion of privacy, I can not belive the BBB would let a retail company get away with this. I ordered a product they sent me the wrong one and now are blackmailing me for my private information
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.
On September 20, 2023, I purchased Bloomingville Grey Paper Mache Vase from Amazon.The item was delivered within a few days with chipped areas in the paper mache finish and I also realized the vase would not work as I envisioned with the rest of my home decor. I decided to return it due to it being slightly damaged and because it didnt match as I expected.I initiated the return on 9/25/23. I dropped the item off with a returns vendor (Whole Foods) on 9/25/23.On 9/25/23, I received a preemptive refund for the item as the return was in transit. It had been scanned in at the Whole Foods Amazon Returns counter.On 11/14/23, I was notified via email that I was being charged for the item as it was not returned On 11/14/23, I contacted Amazon via chat and was transferred twice just to be sent the following email. I will screenshot the entirety of the email but the preview is here: 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. This is entirely too personal and I think it is invalid for Amazon to withhold my refund for an item I already returned to the company when they have the payment method I used to make the payment for the item; furthermore, requiring me to upload my ID is sketchy at best and unethical at worst as an ID is not a contingency for shopping on the platform. The most egregious element to this scenario is the email advising that if I did not comply with providing my ID within 6 days, then I will no longer be eligible for a refund on. Also, you will not be able to investigate this order issue further. THIS SEEMS ENTIRELY UNETHICAL The resolution I am seeking is a full refund AND to ensure I am not required to provide my personal data and information to make purchases and receive refunds on valid returns in the future.
Business Response
Date: 11/16/2023
Hello ********,
I am ******* 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've reviewed your email regarding an order placed on our website.
Upon reviewing I can see 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 and get back to you with an update on refund for the mentioned order.
I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.
However, we won't be able to provide any further information apart from this.
I hope this helps! Have a great week ahead!
Regards,
****************

Customer Answer
Date: 11/16/2023
Minutes ago I received the attached reply from Amazon. The response doesnt resolve my issue and Amazon is only doubling down on requiring my ID to get the rightful refund I am owed. Again, this doesnt seem legal or reasonable. They have the card that was used to purchase the item, provide the preemptive refund, AND to re-change me. I am not asking for the funds to be refunded anywhere except that same card. If they needed to verify my identity, why didnt they do that before recharging me a few days ago. Amazon is being inconsistent in this entire matter. It seems unethical to continue this practice. The didnt need an ID to charge me for the item, they should not need one now. I shouldnt have to provide a copy of my ID to get the valid refund I am owed.
Customer Answer
Date: 11/16/2023

Complaint: 20873008

I am rejecting this response because:

The response doesnt resolve my issue and Amazon is only doubling down on requiring my ID to get the rightful refund I am owed. Again, this doesnt seem legal or reasonable. They already have the card that was used to purchase the item, provide the preemptive refund, AND to re-change me. I am not asking for the funds to be refunded anywhere except that same card. If they needed to verify my identity, why didnt they do that before recharging me a few days ago. Amazon is being inconsistent in this entire matter. It seems unethical to continue this practice. The didnt need an ID to charge me for the item, they should not need one now. I shouldnt have to provide a copy of my ID to get the valid refund I am owed.

Sincerely,

*****************************
Customer Answer
Date: 11/16/2023
I wanted I add this as I think its excitement pertinent. Amazon initiates refunds back to the original payment method. So, they do not need other ID. as they are refunding the account that paid them. Amazon's explanation and prior response are an invalid reason to continue to request my ID.
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.
I made an Amazon account for grocery items. 1st Order #***-4813051-0699427 ($15.70), made another and was cancelled, then tried again and account was placed on hold. I was told my orders wouldn't be shipped-cancelled, Amazon still charged/shipped my first order and I received but could not log in to track the delivery. Amazon requested "proof of ownership" for card used as payment via a billing statement, I provided more information than requested: a billing statement, credit dashboard screenshot showing first order $15.70 charge, my physical credit card with a note of my account email, date, time, order number all hand written. My submissions were rejected and I was then asked for either a government ID or utility bill. I provided a utility bill, not risking someone to steal my identity. Without even viewing my submission it was rejected by a bot. Any reasonable human being would conclude that I own my own payment method with what was submitted. They then informed me that "it is necessary to close your account", without stating why. After many emails requesting more information I got a generic response stating "We have removed access to this Amazon.ca account and canceled all open orders. We took these actions because our records show that this account is related to another account that was closed by Amazon.". I did not at the time have another Amazon account which was closed, and never had one that was closed. I tried to make another account as I suspected this event as an accident and it was closed after being placed on hold. Now I was in a feedback loop of closed accounts linked because the first one was closed inapropriately, and subsequent ones closed due to the first one. I request reinstatement of my account since I did nothing wrong, did not break any ToS and wasted a lot of my time providing you more information than requested. I also shown a image of my first order items delivered to me with my same note and physical card as I originally submitted.
Business Response
Date: 12/06/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-12-06 confirming account reinstatement.

Sincerely,
********
Amazon.com
==================
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.
Amazon has locked me out of my account for no good reason and they have made the process impossible to rectify. Their instruction is to log on (which I clearly can't) and talk to online support.Their phone service is no better.
Business Response
Date: 11/17/2023
Hello,

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

Im' sorry for the inconvenience caused regarding your account issue.

We have restored your access to the account and you should be able to login and access the services. If you are still getting any issues, please let us is know, we'll be happy to help you.

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

We look forward to seeing you again soon.

Regards,

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

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.
Thank you BBB. You are miracle workers! There is no way that Amazon would have unlocked my account without you. They were sending me around in circles and their message in response to your actions appears somewhat groveling, as if they'd been caught out.
I had to do a ****** search to discover BBB and someone with an identical problem mentioned BBB.
I believe the reason that Amazon locked my account was that I had challenged an Audio book subscription that I didn't realize that I had signed up for. They're quite sneaky about this. They refunded me, but in a spiteful move, they also locked me out.
Once again, thank you! You're amazing!

Sincerely,

***************************
Initial Complaint
Date:11/15/2023
Type:Sales and Advertising 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 Defective Laptop. That had sound issues as well as a graphics problem on boot up. My return was sent from the *** store in like new condition, in original packaging. Barely used, mostly troubleshooting the problems. The return was accepted, now they are asking for government i.d for verification of allowing a return they already accepted. Not comfortable with that, the item has already been shipped back.
Business Response
Date: 11/16/2023
Hello,

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

I'm sorry for the inconvenience caused regarding refund for the returned order.

I see our team have noticed abnormal activity on your account hence we need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

I request you to please share the requested details by visiting the secured link shared on your registered email id. Once we receive it and verify the details, our team will be able to help you further. Rest assured, all personal information that you
provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

I appreciate your cooperation.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 11/16/2023

Complaint: 20872919

I am rejecting this response because: There is no reason at all to provide my identification to a 3rd party. The facts are this return was already accepted by the seller who I have also been in contact with and the item has been shipped back already. It appears that you disregarded the entire contents of my statement on this matter and there is no progress in this resolution. This actually didn't solve anything. I have a clear background check, a positive credit report, and a real i.d. as well as a passport. It's not an issue of being verified after all these years. Now if my return wasn't accepted prior to me shipping it back, maybe that might of made at least an ounce of common sense maybe, that's a big maybe. I think this policy is going to be a barrier for customers. The main reason why is all the phasing scams and fake amazon log in pages. I can go to an Amazon ********** center and provide i.d in person, but not through an email or link. Just refund to the original payment method or gift card for this item since it's not in my possession and already shipped. Thank You

Sincerely,

*************************
Customer Answer
Date: 11/17/2023
This return was already approved, how can they ask for more info when the item is already sent back, paid by Amazon. It's thier return shipping label and instructions.
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.
112-4404979-3799455.Refusing to accept my return because I failed to provide a government-issued ID. I want to make this return because they sent me the wrong product.
Business Response
Date: 11/19/2023
Hello Won,

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

I'm sorry for the trouble you had with the order.

I've checked and see that you have canceled the return. I would request you to please let us know more about how you would like to proceed further so that we can help you.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
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 ordered a coffee maker from Amazon. The item was not as expected and seemed used already. I sent the item back a month ago and it says they received it but have not issued me a refund. I contacted Amazon and they said due to unusual activity on my account I need to verify information by sending them my id. This is ridiculous and I want my money back.
Business Response
Date: 11/22/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 2023-11-22. This email confirms that the refund has been issued for $749.68 to the original payment method.

Sincerely,
********
Amazon.com
==============
Customer Answer
Date: 11/22/2023

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:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ORDER # ***-7885550-9016206 They are refusing my return of a defective product; The seller is not responsive to the pick-up that was apparently scheduled but never happened. They are also requesting that I provide a government-issued ID for the return to continue, which feels very suspicious. They also promised me a full refund in case the pick-up did not happen, but they have refused to do so. I just want a refund.
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.

Im sorry to learn about the problem with your order #***-7885550-9016206. 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.

I have reviewed the order and I see that we created a *** printable label, so you can drop off the package at nearest *** store.

I would like to inform you that we are unable to arrange a Pickup for this return.

To access the personalized return label for this order, please click on this link:

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

I assure you that we will review previous conversations and if any incorrect information was provided to you, our colleagues will be coached accordingly.

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:11/15/2023
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.
#1. I purchased ************* 5.5-inch Granite **************** from Amazon on October 10, 2023 for $24.51. I received a defective item and returned it Oct 13, 2023 through **** (Amazon.com order number: ***-6917673-9601838).#2. Order# ***-8517756-6408231 of "Pendaflex Hanging File Folders, Letter Size, Assorted Colors, 1/5-Cut Adjustable Tabs, 25 Per Box (*****)" was ordered on Sep 21, 2023 and returned on Sep 25, 2023. Amount: $14.04.#3. Order# ***-4691288-7447453 of "Cosibell Waterproof Puppy Dog Raincoats with Hood for Small Medium Dogs,Poncho with Reflective Strap, Lightweight Jacket with Leash Hole(S, Yellow)" was ordered on Jan 4, 2023 and returned on Jan 19, 2023. Amount: $31.64.#4. Order# ***-0555707-9992254 of "Hippie Costume Set Men's Hippie Shirt Brown *** Sunglasses Peace Sign Necklace (Medium)" was purchased on May 5, 2022 and returned on May 16, 2022. Amount: $28.36.$5. Order# ***-2156328-3010623 of "ihuan Ventilated Weight Lifting Gym Workout Gloves with Wrist Wrap Support for ************ Full Palm Protection, for Weightlifting, Training, Fitness, Hanging, ********* was purchased on Aug 14, 2021 and returned Aug 21, 2021. Amount: $20.72.Amazon's return policy states that I can get a full refund if returned within 30 days. However, Amazon is withholding my refund even though they received the item.They are refusing to give me refunds unless I provide them with a government issued ID. The information they are requesting is private and is unrelated to providing refund. The refund should be sent back to the original credit card. I would greatly appreciate your help with resolving the issue.
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 reviewed your complaint and apologies for the inconvenience you have experienced with returns.

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 the mentioned orders.

Thank you for your cooperation.

Regards,

*****************************.
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 amazon kdp This publisher using trademark keyword on the cover " TO THE ****** ************************************************************************************************************************************************************************************************************************************************************ Serial ************** Registration Number4398156 Word MarkTO THE **** Status702 - Section 8 & 15-Accepted And Acknowledged Status Date2019-10-06 Filing Date2009-12-02 Registration Number4398156 Registration Date2013-09-10 ****************** ******** character ********************** for Opposition Date2013-06-25 Attorney NameMiriam ************************* Assigned Location CodeL50 Employee ***********************
Business Response
Date: 11/22/2023
On 11/21, the Executive Customer Relations team emailed ************************* addressing her trademark complaint. The rights holder or their representatives needs to submit a formal complaint to Amazon using our online form (**************************************************). Once the form is submitted, we will take action at the earliest and inform the concern person.

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