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

58,778 total complaints in the last 3 years.
22,181 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.
On Oct. 18th an order(# ***-0627748-7064209) was supposedly delivered to my sisters resident for a **** A7iv mirrorless camera (she used my account as to keep the secret as it was a present for her husband. Amazon said the delivery was signed for but she was at work and nobody was at her residence. On Oct.19th she filed a police report stating that the package had never arrived or had been delivered to the wrong place as Amazon stated that a police report was required in order to receive a refund. The police report was filed and submitted to Amazon but now Amazon is refusing to provide the refund or resend another camera. They keep telling us to send in the. police report that has been submitted 5 times already. This past Friday Nov.10th I was told that a ticket with the reference number A2QWH9PWKY1AF was submitted as the refund was approved on Nov.3rd and I should have it within 48 hours. Now today im being told that they can not verify the police report on file and to once again resend the police report. at this point I feel like amazon is refusing to provide a refund of $2,252.30 and trying to run us around with emails until ***** when they say they will no longer help with this order. Every representative we talk to gives us a different statement from the refund is approved just stuck, to they are denying my refund, to respond to the repetitive emails asking me to do the something over and over. I am also sending over the police report again that I have attached with this complaint.My Amazon account info is *************** (order placed on my sister profile on my account ***************)Address ************************************************************** (order was supposed to be delivered to my sister address *************************************************** email on account ************************* the police report was filed in ****** ** as the packaged was supposed to be delivered in that juristiction.
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 order Order ID: *******************.

I apologize for the inconvenience.

As per the update from the team, you'll need to respond to the email sent to you on Saturday, November 11, 2023 at 5:29 AM (PST) for more information in this case.

Unfortunately, we'll not be able to take any action on it from our end as of now.

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 11/21/2023

Complaint: 20869155

I am rejecting this response because:
I still feel I am perfectly in the right to receive a refund/replacement, as I am NOT being shown any proof that the delivery was actually made other than AMAZON telling me that the "CARRIER" verified delivery. I am currently out of $2,000+ and have no product. the product was not handed to anybody at the address it was supposed to be delivered to as nobody was at the house. They won't show me the supposed signature so it can be compared to ******************* actual signature. No picture is on the account for the delivery but every other delivery has a picture. The fact that all they will provide me is a statement saying that the CARRIER confirmed the shipment and delivery but won't provide the proof of such just doesn't sit right with me. and being that this is there answer it also doesn't sit right with me that they would make me go through the whole process I did even to the point of informing me that I the refund was approved and now that I am presenting all facts on my end and they won't produce anything other than a statement. I have attached the email they told me to respond to and the responses of such. even me asking for more proof of delivery and them basically denying to provide proof and therefor denying the refund based on the word, I would assume, of the delivery driver. mistakes happen and the fact they aren't helping with my complaint makes me think that they know they are in the wrong and im just stuck because they have my money.
Sincerely,

***************
Initial Complaint
Date:11/14/2023
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 is not refunding me and that they are requesting outrageous private information from me just to get my refund. My order # ***-8965811-6265819 I returned a new unopened AirPods 3rd generation on October 8 and to this date they havent refunded me. They have already received the item and processed it at their center but now its requesting me to send them a copy of my ID to process the refund. I dont feel comfortable giving them my ID information, especially because when I called them 5 times, one representative told me they dont have access to my ID, they cant even see it on their system, so why is it being required??First they kept changing the refund date till it reached a month, and when I asked for the account specialist contact, they cant provide me one, theyre unreachable. Im very suspicious about this activity from Amazon, I feel as if theyre making up this requirements to keep the returned items and not refund customers their rightfully money. Please help me with a solution to get my money back without providing them sensitive personal information. They already have all the information they need from me. They dont need my ID to charge my credit card, so they shouldnt need it to refund my money. Thank you.
Business Response
Date: 11/16/2023
Hello Danielly,

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 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

Complaint: 20869098

I am rejecting this response because:
this department is very disorganized, unprofessional, incompetent and inaccessible, I sent in the ** they asked me and havent received a response yet, I received an email confirming they received my ** but they havent refunded me yet and there is no contact for me to reach out and find out the status, I feel Amazon is playing me to keep my money as well as the item I sent back.

Sincerely,

*********************************
Business Response
Date: 11/17/2023
Hello Danielly,

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 understand your concern and thank you for uploading your ID.

As you've already submitted the ID for verification, I would request you to wait for the update from the team, they'll send you an email confirmation.

Or you can contact the customer support through phone and they'll assist you further with the investigation status.

Unfortunately, we are unable to take any action from our end as of now.

I appreciate your understanding in this matter.

Regards,

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

Complaint: 20869098

I am rejecting this response because:
Amazon keeps on pushing the date to avoid refunding me. I provided everything they asked for. I contacted customer support over the phone and the representative ******* confirmed that they have received my ID and the department is still verifying the information. What information?? How long more will that take?? What abnormal activity was in my account? They dont provide me with answers or any explanation and still take all this time to refund me my money. This is outrageous. They have no competence to resolutions, they dont disclose information and dont comply with their own policy. I am extremely upset and exhausted with this experience. If I dont get answers soon, I might have to move to legal actions. They have to stop pushing my refund release.

Sincerely,

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

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 completely understand your concern.

However, the ID verification is still pending from the appropriate team.

I would recommend and request you to contact the customer support team and they'll assist you further with the verification and assassinate accordingly.

I apologize for the inconvenience in this case.

Regards,

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

Complaint: 20869098

I am rejecting this response because:

I have already contacted Amazon customer support and they keep telling me the same thing over and over, that theyre still verifying the information and keep on pushing the resolution date, before it was 11/17, when I contacted them on 11/17, they pushed to 11/19, when I contacted them again on the 19, it got pushed to 11/21. How many more times will this get pushed?? This is very unfair, unprofessional, discriminatory and outrageous.
I dont want apologies anymore, I want a resolution and my money back.
I have provided everything asked, they have my ID, and all information necessary. Amazon has been discriminating me and treating me unfairly when Ive been a loyal customer for 15 years.
I need more help from BBB about my consumer rights.
Sincerely,

*********************************
Business Response
Date: 11/22/2023
Hello Danielly,

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 completely understand your concern.

Usually, we are not supposed to take any action in this case as the ID verification needs to be done.

However, I can make a one time exception for you and refund the amount through gift card balance in order to resolve this issue right away.

Gift card balance refund is the only option I've got. Hope you'll understand.

Please confirm if the gift card refund is okay for you and I'll get this done.

Regards,

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

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:11/14/2023
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've been an Amazon customer for years until recently 9/22/23 when Amazon randomly closed my account after returning a defective item, and then kept both the item and over $100 in the refunded gift card balance. Amazon refuses to reopen my account or provide an explanation and the *** email Account Specialist no longer responds to any emails. Horrible experience and I'm now out over $100 and the item itself which Amazon took back without refunding me, and then closing by account. The item was from a third-party seller and came in used condition instead of new, so I returned it. I barely ever do returns. I am now left to post here instead hoping to get resolution from Amazon.
Customer Answer
Date: 12/12/2023
Hi, I have yet to receive a response or any resolution. I would greatly appreciate it if this could be resolved.
Thank you
Business Response
Date: 12/20/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 12/20/2023.

Sincerely,

***
Amazon.com
Customer Answer
Date: 12/23/2023

Complaint: 20869078

I am rejecting this response because: I did not violate any TOS and the retailer has kept my refund/gift card amount.

Sincerely,

*******************
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.
I placed order #***-1421719-8569027 on Amazon on November 12, 2023 and received it yesterday on November 13, 2023. The item I ordered (a metal mesh plastic bag holder) arrived in a damaged shipping box with no packaging inside, and the item itself is bent out of shape. I am unable to fix the damage and shouldn't have to, so I contacted Amazon customer service for a refund or replacement (at this point I would just like a refund). The Amazon customer service representative gave me zero information and only told me to check my email for a link where I had to upload my driver's license/government-issued ID. I am attempting to get a refund for a defective item (I have photos of the damage) and not only is Amazon not refunding me (or even engaging with me), they are requesting outrageous private information from me just to get my refund. I shouldn't have to upload my government-issued ID to some third-party site in order to get my refund. Please help me resolve this so I can get my refund and never do business with Amazon again. Thank you.
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 issue with the Order ID: ******************* 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.

However, I can make an exception and issue a refund for the above order to the gift card balance in order to resolve this issue right away.

Please confirm and I'll get this done.

Also, I'll surely take this as a feedback from you and will forward the same to our business team regarding your experience and they will be reviewing this further.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 11/18/2023
Hello, thanks so much to the BBB for handling this complaint. Unfortunately, Amazon has not responded to me after I replied that I would like to resolve this complaint immediately by accepting their offer a gift card balance refund. I have sent three responses (one each day since Amazon sent the email to me) and have been ignored. Could you please help me finally get the gift card balance refund? Thank you!
Customer Answer
Date: 11/20/2023
Hello BBB team, thanks again for your help. The Amazon representative, ****, has responded saying "I've added $18.58 gift balance to your Amazon account," but I still haven't received anything (usually adding a gift balance is instantaneous). Could you please help me finally get the gift card balance refund? Thank you!

Business Response
Date: 11/23/2023
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 already added the gift card balance to your Amazon account Lea.

You can view your balance and usage history in Your Account here:

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

Regards,

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

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:11/14/2023
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 placed an order with Amazon in August. There were issues with the shipping and return shipping. I was refunded by Amazon in August and then received an email saying they were going to charge me again in October. I spoke with an Amazon customer service representative on 8/18/2023 and was told to ignore the email and that I would not be charged again. On 10/22/2023 Amazon charged my credit card again. I called and spoke with a manager on 10/22/2023, she apologized that I was charged in error and said she refunded the charge which would take 3-5 business days to show on my credit card account. The refund did not come through and I called again on 10/31/2023, the customer service representative again apologized the refund did not get processed and again told me she processed it and it would take 3-5 business days to show on my credit card account. The refund did not come through and I called a third time on 11/06/2023, the customer service representative apologized the refund did not get processed and again told me she processed it and it would take 3-5 business days to show on my credit card account. She also told me that she would keep the file on her desk until the refund was fully processed and would call me in 24hrs to provide an update. I never heard back from her and the refund still has not been processed.To summarize, I was told I would not be charged, but I was charged anyway. I called three additional times and was told each time the refund was processed, but it never was.
Business Response
Date: 11/22/2023
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 apologize for the inconvenience caused regarding the refund and recharged on your order. I've shared your feedback with our team to get this checked and avoid it happening again.

We have issued a refund of $623.96 back to your original payment on Wednesday, November 22, 2023 at 6:28 AM (PST). This refund should reflect back on your billing statement in 3-5 business days. You will receive an email once this refund is completed.

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: 11/30/2023
This has not been resolved. Amazon said, now fourth time, that a refund was processed, but no refund has been processed.
Business Response
Date: 12/01/2023
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 understand your concern regarding the refund.

I see the refund was already issued on your account. If it is still not reflecting on your billing statement, I request you to please contact the card issuing bank and file a dispute.

Thank you for your time and patience.

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: 12/01/2023
There has been no refund on the credit card and there is no refund shown on the Amazon account.
Please provide evidence that a refund was completed.
Customer Answer
Date: 12/05/2023
The business continues to claim it processed a refund, but no refund has been processed. They will not provide any evidence. ********** now the business provided inaccurate information. ************ should be investigated by the *** for it's business practices.
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.
Returned item that they now want id after 30 days to be considered for a refund.
Business Response
Date: 11/15/2023
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 damaged order.

I see our team have noticed abnormal activity on your account hence we needed to verify your identity before we can consider your request for a refund or replacement however I've checked on the order details, its now already refunded on your account.

The refund of $359.31 was issued back to your original payment on your account on Tuesday, November 14, 2023 at 9:59 AM (PST) and it should reflect back in 3-5 business days on your billing statement.

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
***********************************
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.
Subject: Complaint Regarding Unreasonable Personal Information Request for Order #***-8432593-7161065 Dear Better Business Bureau,I hope this message finds you well. I am writing to bring to your attention a concerning experience I have had with Amazon regarding Order #***-8432593-7161065. On 11/5/23, I purchased a PlayStation 5 for $533.93, with a delivery date of 11/8/23. The **** tracking (**********************) indicated delivery on 11/8/23, but I never received the item.Despite Amazon's assurance of a signature-required delivery during checkout, no signature was requested or provided, as per the **** tracking service. When I contacted Amazon about the issue on 11/9/23, they advised waiting until 11/9/23 and, if necessary, to contact them again. Upon my follow-up, Amazon requested a police report, which I promptly filed with the city of ********************************** on 11/10/23 and submitted to Amazon on 11/13/23.After verifying the police report with the police department, Amazon initially claimed it was invalid on 11/14/23. However, upon a phone call at 10:48 AM that same day, they verified its authenticity and promised a refund. To my surprise, Amazon subsequently requested a copy of my license, citing "abnormal activity," in two additional emails on 11/14/23.This request for excessive personal information raises serious privacy concerns, especially after providing a valid police report. I believe this is an unreasonable and unnecessary demand, considering the circumstances surrounding the missing package.I kindly request your assistance in investigating this matter and ensuring that Amazon addresses the issue appropriately. I appreciate your attention to this concern and look forward to a prompt resolution.Sincerely,*********************
Business Response
Date: 11/15/2023
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 the missing order.

I've reported the issue to our team to get this checked and avoid it in future. We have received the police report you have shared with us and verified the same.

After the verification, our team have successfully issued a full refund of $533.93 back to your original payment on Tuesday, November 14, 2023 at 8:00 AM (PST). This refund should reflect back in 3-5 business days on your billing statement.

Thank you for your cooperation and patience.

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
***********************************
Initial Complaint
Date:11/14/2023
Type:Order 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 requesting me to send my identication for a return. They have received the item already.
Business Response
Date: 11/15/2023
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: 11/15/2023

Complaint: 20868889

I am rejecting this response because I do. It consent to their privacy policy regarding my personal information. I dont feel comfortable sharing my identification that can potentially be used for fraudulent activities.

Sincerely,

***********************
Initial Complaint
Date:11/14/2023
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 have been charged multiple times for monthly subscription and video rentals after canceling months ago
Business Response
Date: 11/15/2023
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 understand your concern regarding the digital subscription charges. I'm sorry for the inconvenience caused.

I request you to please help us with the charged amount, the date and the associated charge id. You will find the charge id on your billing statement. It will be 9-digits alphanumeric id.

Once we receive the details, we'll be able to look into it and help you further. Looking forward for the details.

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
***********************************
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 have made a return for an item on Amazon.com. They received the item weeks ago and promised a refund date of 11/9, on 11/9 the date changed to 11/12, on 11/12 the date changed to 11/17. I contacted customer service on 11/12 and the agent told me he would issue the refund and it would be in my Amazon gift balance 2-3 hours. After 48 hours there was no change and I contacted customer support again, this time the agent told me they needed my Identification verified before they would consider the refund for the item I already returned and they received on 10/24. I do not understand what the issue is and they will not give me any information, or why the other agent promised me a refund on 11/12
Business Response
Date: 11/15/2023
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: 11/15/2023

Complaint: 20868828

I am rejecting this response because: There has in fact not been unusual activity on my account, ********************** has repeatedly changed the refund date on my account with zero notification, as well as I was never notified about the request for my identification and I would not even know about the request had I not asked for the second time where my refund was. The first request was supposedly granted by the agent and I was supposed to have received a refund already, however it was never processed and I was never notified. This is about to become bank fraud as I have tracking information that proves the return was received on 10/24 and I have photos of the refund dates that have been changed without cause or notification.

Sincerely,

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

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