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

58,699 total complaints in the last 3 years.
21,980 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:11/14/2023
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.
My account was hacked on the 4th of November 2023. I found out the 5th. I contacted support to resolve the issue and they can only email the fraud department. It has been 10 days (14 Nov 2023) and there has been no resolution. I called multiple times over the past week with no help, just email to fraud department. I visited the ***** and they said there was nothing they could do to connect support. However, my complaint to HQ was that support has not helped me in 10 days. I just need to talk to someone to help get my account back. I have paid for Prime. I have family photos stored on their cloud. I have kindle books I have purchased. I have audiobooks I have purchased. I do not have access to anything I have paid for and I have no idea what the hackers have been doing with my account for the past 10 days! AMAZON does not take my data or this hacking seriously and that is upsetting!
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.

The e-mail address you contacted us with doesn't have an order matching what you described and no correspondence to review account activity. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account that was hacked is under, write from that e-mail address or please write back with email linked with account in question so we can review and assist you further.

If you're not sure what e-mail address your account is under, please contact us via phone:

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

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/16/2023
I am concerned about adding my email to the message as the BBB states that it could become publicly viewable.
I have emailed the address in the response with my PII to help resolve.
My complaint is about the costumer service and wanted someone to contact me to help resolve the issue.
Business Response
Date: 11/23/2023
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'm sorry to hear about the trouble with your account. To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and informed that Two Step verification is active in your account, due to which our team was unable to take any action.

To disable Two-Step verification. Use the following link to upload the documents.

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

You will be required to upload a scanned copy of a valid government-issued ID, such as a driver's license or passport, to confirm that your account recovery request is legitimate.

Before sending your documents, make sure to cover, conceal, or remove any sensitive information, like account and Social Security numbers. Make sure your name, address, and the issuing authority are visible.

Once documents are submitted our team will investigate and recover your account.

You may also contact us through phone so our team can assist you further. For account security purposes, this information needs to be verified either over the phone with one of our agents.

Please reach out to us via phone using the link below:

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

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/14/2023
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.
$50.00. Purchase date 10/16/2023. Purchase was for a special anniversary edition hardback, new, of a book by the author ***************************. Received a 2nd hand, dirty paperback that Amazon's own website says on my account "You purchased this edition on Oct 16, 2023, price $9.83, condition: Used." I have made two calls to Amazon, the last was today lasting ******************************************************************* to offer since I do not want this 2nd hand paperback. The book was going to be a gift. I will donate the paperback. They want me to drive to a shipping area and mail the book back to them. I currently have an illness, I do not have a printer for the label, and I do not have the original packaging.I am a longtime Prime member. This customer service is poor at best.
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 sincerely apologize for the inconvenience caused with order.

We're happy to help you however the e-mail address you contacted us with isn't associated with an account. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address and help us with order ID so we can review and assist you further.

If you're not sure what e-mail address your account is under, please contact us via phone:

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

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/16/2023
I received an email from Amazon (attached) saying that they cannot help me because I am not writing from the email address associated from my account. They wrote that I can call them to learn the associated address if I do not know it. I do know it - it is ****************************. I do not have that address any longer, it has been changed. My email address is now *********************** from which I am writing.
The fact is they charged me $50 plus for a used paperback that they price on their site at $8 and change. That is theft. I don't want to draw this out. I have been a Prime member a long time. If they are not interested in helping, I would like a refund for the remainder of my Prime membership, and I would like my financial and other information removed from their business. Thank you. *************************
Business Response
Date: 11/19/2023
Hello ******,

Thank you for your response!

In continuation to our correspondence, I'm sorry to hear that you have received a used product instead of new product.

I see return was created in October, we can re-issued new scan code as exception as I see return was closed on November 17, 2023. You do not have to print the label or pack the product.

You can visit *** store, they will scan the code which was provided and *** will pack the product for you.

To check on the status of your return by visiting:

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

You can find information about returns and refunds by visiting: *******************************************

You can return it for refund and in this case we won't be able to offer a credit for price difference.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/20/2023

Complaint: 20869699

I am rejecting this response because: I have reasons that I cannot go to the *** store or anywhere right now. It is documented by Amazon, not me, in my account for anyone to read - that Amazon charged me $53.00 and sent me a 2nd hand paperback that Amazon itself values at $8 and change. This is typed in my account, by **********************, not by me.
I offered to keep this used paperback book, and pay for it. I do not want it, but I am trying to be honest in my dealings.
Please remove information connected to me from Amazon's records. I would like the remainder of my unused PRIME subscription returned, but I doubt that will happen. Please close my account on your end.

Sincerely,

*************************
Customer Answer
Date: 11/20/2023
Good afternoon,
I have just done all that I think I need to in order to close my Amazon account. I had asked the Amazon representative to do that in my last message but I believe I figured out how to do it. I would consider that case closed.
I would like to thank you, Better Business Bureau, as usual for doing a very good job in putting a customer and a business together re: a problem.
Kind regards,
*************************
Initial Complaint
Date:11/14/2023
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.
On 9/21/23 I dropped off 4 items at the *** store to return to Amazon and have the receipt for the drop off. On 11/10 I received an email from Amazon indicating that I had been charged for the item (order# ending in ****) because the item was to be returned by 11/5 and was not. First of all if I ordered something in September how would the return window be in November for Amazon when their return window is 30 days. I called amazon on 11/11 and was told that their system indicates the item was received at their fulfillment center on 9/25; however, my account was being investigated and I would need to submit a government issued Id such as my drivers license to be considered for a refund. I told them that I did not feel comfortable with giving it to them as this is personal and sensitive information and did not understand why they would need it if theyve already received the item. I was told they would need to verify my identity. Ive been a prime customer for years and have never experienced this issue or request. I offered to submit the drop off receipt as proof and the agent refused this option. They have no right to charge me for an item that has already been returned. If they didnt receive the item its not my fault as I have proof that I returned it. They do not need to know anything other than my address and payment information and is not privy to anything else. So if I dont send them a copy of my drivers license they indicate the charge will not be reversed. This makes no sense.
Business Response
Date: 11/15/2023
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 sincerely apologize for the inconvenience caused with order and refund. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

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 111-8593412-7779418 and I see our specialist team has sent you email correspondence to your registered email address on November 14, 2023. I request you to please check your inbox for the correspondence.

Please submit your ID for verification and once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

For certain orders, our specialist team requires a government issued identity proof to investigate the order in question.

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

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

*****************************
Initial Complaint
Date:11/14/2023
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 contact Amazon about my purchase saying it was delivered and installed but the product was not working correctly. It is a keyless door lock and the key fob wasn't working I even changed the batteries. The handle would get stuck and we would be locked inside/outside of our RV. When I told the the issue they sent me a video and told me I installed it incorrectly even though it only installed one way. So I called back to get a return label. They hassled me on that but eventually I received one. Now they say it wasn't received even though my shipping receipt says delivered as well as the account I provided a picture for. When talking to an Amazon agent they told me I would not receive my refund without providing private information. I asked for my product back because I refuse to send them **** personal information and they refused.
Business Response
Date: 11/15/2023
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 sincerely apologize for the inconvenience caused with order and refund. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

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 114-1183123-5039427 and I see our specialist team has sent you email correspondence to your registered email address on November 14, 2023. I request you to please check your inbox for the correspondence.

We won't be able to send returned products back and please submit your ID for verification and once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

For certain orders, our specialist team requires a government issued identity proof to investigate the order in question.

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

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

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon is withholding my refund and is requesting private information in order to process the return. my item has been returned for over a week and is in their possession. The reason for my return was a broken key on the keyboard I purchased. We buy from Amazon on a daily basis and return items we obviously do not like or come broken. There is no reason for them to request my drivers license or passport in order to get my money back. They have no problem taking my money and now its an issue in order to request my money back Order number is 111-3131246-6018623
Business Response
Date: 11/15/2023
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 sincerely apologize for the inconvenience caused with order and refund. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

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 111-3131246-6018623 and I see our specialist team has sent you email correspondence on your registered email address on November 14, 2023. I request you to please check your inbox for the correspondence.

Please submit your ID for verification and once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

For certain orders, our specialist team requires a government issued identity proof to investigate the order in question.

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

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: 11/16/2023

Complaint: 20869352

I am rejecting this response because I still am not comfortable with providing my identification without any valid as to why it needs to submitted. Simply stating due to abnormal activity does not justify the request. As a household we purchase $1000s worth of Amazon merchandise monthly, they are a high volume producer and it should be expected that returns will be made. In this event the item I received broke after a couple days of use, the spring on the **** key broke. Making a return due to a malfunctioned item is not out of the ordinary.
I requested a refund as the product has been in there procession for more than a week, if this is not possible Id like my keyboard back so I my rectify the broken item myself

Sincerely,

*********************************
Initial Complaint
Date:11/14/2023
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 had purchased ***** bait on Amazon.com a few weeks ago. I told them recently that the item is damaged they said they would give me a refund at first they wanted me to send the item back but I told him it's impossible because it's leaking so they said they would give me a refund, but I would have to send in my ID due to unusual activity on my account. I called three times and spoke to different supervisors and even one employee hung up the phone on me. I told him that I don't feel comfortable sending in my ID and they said they would not be able to provide me a refund and because of that they told me I had six days to do so or I will fit my refund. I told him I had been working so I didn't have time to call them to resolve this matter and the one day I do call they're giving me a lot of trouble..
Business Response
Date: 11/15/2023
Hello Rameek,

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 sincerely apologize for the inconvenience caused with order and refund. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

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 111-5002806-8741051 and I see our specialist team has sent you email correspondence on your registered email address on November 13, 2023. I request you to please check your inbox for the correspondence.

Please submit your ID for verification and once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

For certain orders, our specialist team requires a government issued identity proof to investigate the order in question.

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

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: 11/16/2023

Complaint: 20869344

I'm rejecting this response due to the
outlandish requests set by Amazon it's a privacy concern to send my I'd to verify my identity when I already can do that through text message. So I don't understand how they want to verify it's me when I have done that multiple ways without ID.
it's personal info and saying that certain refunds you need to have id contradicts what was initially told to me over the phone when the agent said there was suspicious activity on my account ?
Initial Complaint
Date:11/14/2023
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 ordered a digital photo frame from Amazon on 11/8/23, but I didnt receive the package.They sent an email the morning of 11/9/23 to confirm the delivery, but they delivered to someone elses house.They provided a picture and a small map of where they left the box, but it wasnt my house. I used their ************* to find that house, and I was able to speak to the homeowner. He said he receives packages from Amazon that ARENT his on a regular basis, and he sends them back to Amazon via a Kohls store.I told Amazon this story, including the address that they incorrectly deliver to, but they had no interest in that info.The called ended with them asking me to file a formal Police report, send it to them, and then theyll review it.I told them I wasnt going to waste any more of my time (the phone call was 50 minutes), and I was going to file a complaint with The BBB.
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.

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 112-4399312-5513062 and I see our specialist team has sent you email correspondence to your registered email address on November 12, 2023. I request you to please check your inbox for the correspondence.

We request you to submit Police Report so we can investigate and assist you further.

Please write back with PDF/Image file of the Police Report or you can also contact our support team once police report is filed for real time assistance.

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

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

Regards,

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 11/18/2023
Hi *****,
I just sent Amazon an email update, and below is the update.
I met with police officer ****** **** last night and explained the details of the package that I didnt receive.
The quick summary is I live at ***************************************************, but after looking at their picture & map that they show for the delivery, I was able to find the house, and that address is *************** (both addresses are in ***********, **).
Officer ****** wrote up the report after he left, and that can be accessed with reference # **** CR 413240.
Thanks,
***************************
Customer Answer
Date: 11/27/2023
Amazon insisted that I file a police report, or else they wouldn't issue me a refund. I contacted the Police, and they said the way that Nassau County ** works, it I contact the precinct that covers my town (***********) to file the report. I contacted them, and they actually sent out two officers to my house to ask me about the situation, and then they created a report. I haven't seen what Officer ****** **** filled out, but the reference # is "2023CR ******". When I gave this info to Amazon, below was their response to me; "On Sun, Nov 19, 2023 at 3:12 AM wrote: > [image: Amazon] > > Your Account > > ******************** > > Message ********************* > Hello *******, > > Thank you for your response! > > I sincerely apologize for the inconvenience caused with order. > > We request you to submit police report in pdf or jpf format so we can > review and assist you further. > > In order for us to validate your Police Report, it must be reported in the > local jurisdiction (city, county, municipal) in which the package was > reported delivered, and include the following: > > - The delivery address regarding this incident. > > - The items were delivered according to the carrier tracking. > > - The report was created for stolen items/theft/larceny/incorrect delivery > or similar crime. > > - The date the report was created. > > - The name of the police department. > > Note that we will not be able to offer support on this delivery after > January 09, ****. Please ensure to get a Police Report and contact back > before this time. > > Thank you for your understanding. > > Best regards, > Sahitya G > *Amazon.com*" As you can see, there appears to be nothing that I can do or say for them to believe me. I've followed all of their requests, but there is always something that they feel that I didn't do correctly. Am I am criminal or a customer, because they are definitely treating me like the Devil. Anyway, after I stated that I can't control what the police wrote down in their report, and that *********** doesn't have it's own ************ they said they will review my challenge again (I'm not holding my breath), and they'll let me know. Sincerely, ***************************

Business Response
Date: 01/30/2024
Hello,

We have denied the customers request for a refund on order 112-4399312-5513062 as customer raised a chargeback dispute on this order with their card issuer and the dispute is settled in customer's favor.
Kindly request customer to reach out to their card issuer for more information with regards to this refund as their card issuer should have credited customer's account with the disputed amount by now.

Sincerely,
******
Amazon.com
Customer Answer
Date: 02/04/2024

Complaint: 20869276

I am rejecting this response because Amazon is 100% wrong. The dispute isn't regarding the original payment on 7/26/23, which was charged back on 9/3/23. It is regarding my 2nd payment made to Amazon on 9/21/23, which they have denied receiving.
I spoke with a woman named *** at ********** on 1/23/24, and she is snail mailing me written proof confirming my 2nd payment to Amazon on 9/21/23.
Once I receive this letter of proof in the mail, I will forward it to The BBB and Amazon.
Sincerely,

***************************
Cell: **************
Initial Complaint
Date:11/14/2023
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.
On October 5, 2023 I purchased a USED camera from Amazon through their website with order number 113-2257452-1823407. The item arrived and I took some time to try it out. The camera has a few quirks which makes it not desirable to use so it was returned. I followed Amazon's requirements and processed the return through their website. I was provided a label and I packaged the item up for return. The tracking number is 1Z1V17R59030256714 it was Shipped On 11/01/2023 and Delivered On 11/08/2023 11:00 P.M.Amazon is stating several different things about the return.They claim that I will now need to wait an additional month for them to determine if I will receive money back. They also sent me an email stating this: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:************************************************************* THIS SCREAMS IDENTITY THEFT I'm not going to send Amazon any personal documents. There is no information given about how my identity will be used nor what happens after the document is received. There is on a vague reference to a privacy policy. Why does Amazon need to see my identification to return an item especially on an account as old as mine? They do end the email with a threat that I will not be allowed to dispute this refund if I don't comply.
Business Response
Date: 11/16/2023
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 return refund and ID verification.

I apologize for the inconvenience.

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.

Also, 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.

Unfortunately, we'll not be able to take any action on it without the verification is done by the team.

However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

If there was any other alternative, we would have surely helped.

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 11/16/2023
I'm not accepting this. Amazon has done nothing here to assist. Also they haven't provided real evidence as to why this is needed. Their own terms and conditions do not mention ever needing to send photo identification to them.
Below is a copy of what was sent to "Arun"

"I think you misunderstand here. In the age of identity theft and security breaches sending you my unsecured information is not going to happen. You have provided no information on who is collecting this. You have provided no information on how it's going to be used. You have provided no information on what the purpose of this investigation is. You have provided no information on how long you're going to keep a copy of my identification. You've made no point of telling me how my information is going to be used now and in the future. You don't all of the sudden ask for information like this without a warrant. You're not the government you don't need this information. Failure to answer any of these questions and provide me my money back is going to result in me contacting my financial institution. At that point I will tell the financial institution that you said I could have a refund and you said to send the product back and you failed to provide the funds back to me. I did my part now do your part. Nothing in your terms and conditions says anything about the fact that I ever need to send you identification.

You're also going to need to provide your phone number for easy communication if it comes down to it. You've provided only a vague email."
Initial Complaint
Date:11/14/2023
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.
Recently, I received a mystery package from Amazon with my information on it. I asked family and friends but no one I know sent the products to me. I reached out to Amazon to find out who the sender was but the customer service representative would not help me. All she was willing to do is give me the initial C. She said for security reasons that she could not tell me who sent the package. I immediately told her that this is my residence with my family living here and I want to know who is sending me packages, to which she would only give me an initial and literally wanted me to play a guessing game. In this day and age it is a security risk to not know who is sending you product. How do I know it is safe? What if there is adult, or inappropriate, content items sent to my home and a child opens it? What if there is an item sent that is made from something that could cause an allergic reaction, as I have children at home with that issue? It is unacceptable that Amazon holds the senders privacy in a higher regard than my privacy and my familys security.
Business Response
Date: 11/15/2023
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 unwanted/unknown package delivery at your address.

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

I would like to inform you that we'll not be able to provide the sender or the account information through which the order was placed due to the policy we have.

However, these packages could be from your wish-list which were ordered by your family or friends.

Unfortunately, we'll not be able to make any exception regarding the sender name or the account details.

If you wish not to accept the package, you can dispose it.

I'll surely take this as a feedback from you and have escalated this to the appropriate team for further review on the unwanted package delivery at your address.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 11/18/2023

Complaint: 20869232

I am rejecting this response because: it is unacceptable.
I decided to dig further through back channels. Attached is the order number and the sender. *********************** which was facilitated by *************************** on 11/10/2023. I can see the address and payment and everything else I wanted to see. Order number was 113-7711955-7869043.
I always get what I want so it is just better for you and Amazon to do what I say. I don't care about your polices at all. I care about my family's safety and security above all else. Furthermore, I will show everyone I know how to get past your system since you denied me.
For all the consumers out there dealing with a similar issue with Amazon please contact ******************************* so I may show you how to get around Amazons policies.
Your move Amazon.........

Sincerely,

*******************************
Initial Complaint
Date:11/14/2023
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.
Order number 112-7121948-6910613 returned on 10/22/2023 total $34.07.order number 112-1604466-6853833 returned on 10/09/2023 total $52.17.Amazon notified me in my other Better Business Bureau complaint that they think its acceptable to send me a gift card for my refunds when I requested my original payment method. I will not accept anything other than my original payment method. This is completely outrageous that Amazon thinks that they can take over a month to refund somebody and then decide the form of payment that the refund will be given when the customer requested original payment method and the customer returned the item. ********************** needs to refund me a total of $86.24 to my original payment method.
Business Response
Date: 11/16/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to refund for 112-7121948-6910613 and 112-1604466-6853833.
I've reviewed the return details of both the orders and issued a refund for $34.70 and $52.17 to your original payment mode. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/16/2023

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,

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

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