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

59,580 total complaints in the last 3 years.
21,600 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: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 just purchased a 1 pound bag of gummy clusters from Amazon (1 of many items in order number 113-4026122-1636245) when they arrived they were not edible looking..they are supposed to be a dry candy. They are wet, and gross looking. I contacted the company via the Amazon app customer service chat. They informed me that I would need to send them a photo of my driver's license in order to get the $17.99 refund for the product. I do not believe I should have to give them any of my personal information for a refund.
Business Response
Date: 11/18/2023
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 defective item Gummy Cluster Rainbow Gummies Candy Candies Bulk in Resealable Bag (Rainbow, 1lb).

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

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

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

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

Complaint: 20871127

I am rejecting this response because: I have been a customer with ********************** for a long time, at the very least 10 years. I placed an order for $1800 recently (due to Christmas) and other smaller amount orders. I requested a refund for some slimy candy I received (which is not meant to be slimy) that was less than $20. I do not believe that since I am communicating, and responding to every message received, not to mention my access to my account, that I should have to send my personal information (my photo identification that they have no record of to begin with) to prove my identification (they wouldn't know what I looked like since they do not require photo id to open the account) for less than $20 in store credit to cover a product that they sell with the "Amazon guarantee from A-Z"

Sincerely,

***********************
Initial Complaint
Date:11/14/2023
Type:Customer Service 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 purchased chair covers and sashes from Amazon. They were not the color that I needed, so I returned them promptly. Amazon charged my credit cards multiple times for these items. For the last FOUR WEEKS, I have called, spoken to someone, they claim that they have given the refund, and then they will charge a different credit card on my account a few days later. I then have had to do the whole **************** again The issue has now happened AGAIN, and I am in complete disbelief and completely disappointed in their customer service and handling with this issue. Amazon is not refunding me and they are requesting outrageous private information from me, like my government ID and drivers license just to get my refund. I do not feel comfortable giving them that information at all.
Business Response
Date: 11/16/2023
Hello ACura,

I am Vishal 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,

Vishal
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 purchased an item on 9/28 returned an item on 10/11 as it wasnt what I thought it would be and Amazon has yet to refund me. I contacted twice prior about the issue and was told that I was going to be refunded twice and they'll expedite the process. On today 11/14, they are telling me that there is abnormal activity on my account and they are requesting private information (drivers license) for my refund. I asked why did they need this information to refund me to my credit card and they was unable to provide that information I was told by the representative. I've never heard of any online company needing a license or ID to issue a refund.
Business Response
Date: 11/16/2023
Hello ****,

I am Vishal 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,

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

Complaint: 20871069

I am rejecting this response because:
Vishal Reached out to me explaining what I needed to do to receive my refund I attached in the email from him/her directly and AS WELL AS filling out the document that was emailed to me. I waited THREE DAYS FOR them to refund me and contacted back like I was told to do so and they are saying basically my ID I not valid. That is impossible because the form would not have accepted it to begin with. I JUST WANT MY **** REFUND WHAT THE HELL??!!?

Sincerely,

*********************
Business Response
Date: 11/27/2023
Hello ****,

I am Vishal 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.

Here upon reviewing I could see that our internal team has reviewed this and below is the response from them:

Thank you for reaching out to us. I'm looking into our records, and found that you have already submitted an ** with us, but we were unable to validate it. This may be due to various reasons such as the photo could have been blurry or the ** was expired. You are welcome to resubmit your ** to continue the investigation. If we are unable to verify your **, you will no longer be eligible for a refund on this order.

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

I request you to please reply to the email sent on Monday, November 20, 2023 at 4:16 PM with subject 'Your Amazon.com order' and our team will review this further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
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.
Hello, the date of my original transaction was on October 13, 2023. I purchased an expensive item consisting of trading cards box that totaled $577.69. This is a very expensive order and the second time this year that Amazon has not delivered my item. Extremely frustrating that I continue to pay for Amazon Prime with deteriorating service. I asked Amazon for a replacement because I did not receive my item whatsoever. I receive the replacement in the mail and in the box was a Pokmon card box. At this point I figured someone in the warehouse isn't labeling their products correctly and I sent the incorrect item back for return. It was delivered by *** back to the Amazon return center on October 26th. I also have receipt of the *** drop off. I called Amazon customer service on November 11th after still not receiving my refund which is taking a large portion of my credit line on my credit card. They request to confirm my identity by uploading a copy of my driver's license via email. This seems extremely unsafe and I've never heard of a company doing this before.I'm making this complaint because while this is all happening, I am about to pay interest on this purchased via my credit card because Amazon is being so slow refunding the wrong item I received the no hold my refund money hostage until I give them my ID. The original item order where I never receive the item is: 112-7384372-2739433 The replacement order (placed Oct. 17th) where I receive the INCORRECT item and sent it back to Amazon to just get my money back is: 113-3040668-4965001 The *** tracking number that I was given (and that Amazon confirmed was successfully delivered back to them) is: 1Z9E80489042980929 This dispute does not involve advertising.
Business Response
Date: 11/16/2023
Hello *******,

I am Vishal 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,

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

Complaint: 20871012

I am rejecting this response because Ive had to jump through so many hoops to get my money back and still dont have it. Amazon initially never included the purchased item in my box with other items then proceeds to send me out a replacement item and the item ends up being something completely different so I sent it back. After being on the phone with Amazon, they accept the refund and send me a *** shipping label, they receive the incorrect item I returned, and refuse to give me my money back after theyve failed TWICE to deliver my item I initially ordered.
Amazon is requesting extremely private information and its outrageous that they are holding my money hostage until I give them my ID - meanwhile the $577 thats charged to my credit card is collecting interest.

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.
I have made an new amazon account and have been buying things on there for a while (like 6 months) and I have returned some items because of multiple reasons mostly because of price changes and the item not being as good as believed to be, but I have returned a pair of headphones that I had purchased for $324.74 and I had multiple problems with *** not picking up the item but saying they did (*** pickup was the only option of return) I then contacted both amazon and *** on the issue and they repeatedly blamed each other. I ended up having to box my item and ship it my self through ***, this was after about 10 days of requesting the refund on October 9th, 2023 I shipped the item on October 10th, 2023 I also have been waiting for the refund for more than 20 days and have not gotten any response on the refund status. I then contacted amazon once more and was told I would need to provide i.d. To them to receive my refund which I do not feel comfortable with and I have checked the status on their website and it is now updated and is now saying that they have received the item and just havent sent the refund
Business Response
Date: 11/16/2023
Hello ******,

I am Vishal 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 they can consider your request for a refund or replacement and 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,

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

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.
They send unsolicited commercial mail to me on a regular basis. The mailings are also addressed to someone I have never heard of, and someone who does not live at this address. When I went to contact the company they require you to have an account with them. I never had an account with them, so I am unable to let them know I do not want, and cannot use, their direct mailings.
Business Response
Date: 11/16/2023
Hello ****,

I am Vishal 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 the commercials you have been receiving.

Upon reviewing I can see that to unsubscribe from Amazon marketing emails and direct mail:

Go to the Communications Preference Center.

From the Promotional Emails section, select Do not send me any marketing email for now.

Select Update.

In the Marketing Information by Post section, select Do not send me marketing information by mail.
Select Update.

Note: You can manage your other email subscriptions (subscription emails, and emails about programs you are enrolled in) in Your Email Subscriptions.

I hope this helps! Have a great week ahead!

Regards,

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

Complaint: 20870942

I am rejecting this response because: As I previously stated: I do NOT have an account with them, so I am unable to log in to change my preferences. The other two people on the mailing may have accounts, but they do not live here. So there "answer" is completely flawed and reads like a standard form letter and they never bothered to read the complaint.

Sincerely,

***********************
Customer Answer
Date: 11/17/2023
Here is another mailing they sent out which I received on November 17, 2023. Also addressed to three people, two of which do not live here. As I repeatedly tell them, I have never had an account with them, so why are they sending this junk mail through the U.S. ************** and telling me to "log in and change [my] preferences" when I am unable to log in since I do NOT have an account with them.
Business Response
Date: 12/09/2023
Hello ****,

I am Vishal 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 the commercials you have been receiving.

Upon reviewing I can see that to unsubscribe from Amazon marketing emails and direct mail:

As informed go to the ******************************** of your email address.

From the Promotional Emails section, select Do not send me any marketing email for now.

Select Update.

In the Marketing Information by Post section, select Do not send me marketing information by mail.
Select Update.

Note: You can manage your other email subscriptions (subscription emails, and emails about programs you are enrolled in) in Your Email Subscriptions.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Business Response
Date: 12/15/2023
Hello ****,

I am Vishal 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 the commercials you have been receiving.

Upon reviewing I can see that to unsubscribe from Amazon marketing emails and direct mail:

Here as informed go to the ******************************** of your email address.

From the Promotional Emails section, select Do not send me any marketing email for now.

Select Update.

In the Marketing Information by Post section, select Do not send me marketing information by mail.
Select Update.

Note: You can manage your other email subscriptions (subscription emails, and emails about programs you are enrolled in) in Your Email Subscriptions.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/18/2023

Complaint: 20870942

I am rejecting this response because: I never created an account, so if I have one it needs to be removed. The two other names on the mailings do NOT live at this address.

Sincerely,

***********************
Business Response
Date: 12/20/2023
Hello ****,

I am Vishal 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 the commercials you have been receiving.

Upon reviewing I can see that to unsubscribe from Amazon marketing emails and direct mail you can review the below link and you will be able to see the option of unsubscribe on the right side :

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

Once you click on unsubscribe you won't be receiving any commercials.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/20/2023

Complaint: 20870942

I am rejecting this response because: As you can see by the screen shot there is no option to "unsubscribe" and this does not solve the bigger problem of why I have an account in the first place. What they need to do is simply delete my account since I never created it.

Sincerely,

***********************
Business Response
Date: 12/28/2023
Hello ****,

I am Vishal 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 the commercials you have been receiving.

Upon reviewing I can see and confirm that there is no account with the email address and phone number provided by you

Here to unsubscribe from Amazon marketing emails and direct mail you can review the below link and you will be able to see the option of unsubscribe on the right side :

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

Once you click on unsubscribe you won't be receiving any commercials.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 12/29/2023

Complaint: 20870942

I am rejecting this response because: As I have stated previously, there is no "unsubscribe" at that web site

Sincerely,

***********************
Business Response
Date: 01/05/2024
Hello Mark,

I am Vishal 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 the commercials you have been receiving.

Upon reviewing I can see and confirm that there is no account with the email address and phone number provided by you

Here to unsubscribe from Amazon marketing emails and direct mail you can review the below link and you will be able to see the option of unsubscribe on the right side :

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

Once you click on unsubscribe you won't be receiving any commercials.

I hope this helps! Have a great week ahead!
Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/08/2024

Complaint: 20870942

I am rejecting this response because:
Amazon continues to send the same form letter, and yet as they can see on the screen shots I attached, there is NO UNSUBSCRIBE. Since they also confirmed I have no account, there is no reason I should be getting their mailings, and no method to unsubscribe.

Sincerely,

***********************
Business Response
Date: 01/10/2024
Hello ****,

I am Vishal 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 the commercials you have been receiving.

Upon reviewing I can see and confirm that there is no account with the email address and phone number provided by you

Here as informed to unsubscribe from Amazon marketing emails and direct mail you can review the below link and you will be able to see the option of unsubscribe on the right side :

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

Once you click on unsubscribe you won't be receiving any commercials.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 01/11/2024

Complaint: 20870942

I am rejecting this response because: This is the third time they sent the same form letter. As you can see by the attached screen shot there is no "unsubscribe" and if I do not have an account with them, why do I continue to receive mail from them?

Sincerely,

***********************
Business Response
Date: 02/06/2024
Hello ****,

I am Vishal 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 the commercials you have been receiving.

Upon reviewing I can see and confirm that there is no account with the email address and phone number provided by you

Here as informed to unsubscribe from Amazon marketing emails and direct mail you can review the below link and you will be able to see the option of unsubscribe on the right side :

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

Once you click on unsubscribe you won't be receiving any commercials.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction.

We appreciate your business and hope to have the opportunity to serve you again in the future.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 02/08/2024

Complaint: 20870942

I am rejecting this response because: Again they send the same form letter, and yet as you can see by the screenshot, there is no "unsubscribe" and if I do not have an account, why should I have to unsubscribe in the first place? The other 2 names on the mailings are not at this address in the first place. Instead of actually correcting their mistake, they keep telling to do something that is impossible.

Sincerely,

***********************
Business Response
Date: 02/20/2024
Hello,

I am Vishal 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 the commercials you have been receiving.

Upon reviewing this with our internal team we could find out that there is an option through **** to request refusal of mail when person addressed on the piece of mail does not reside at the address.

Here you can report the person who does not live at the address and can also reject future mailings using the below link.

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

I request you to please review this link and check the 'What are my Mail Refusal Options?', 'How do I remove my name from mailing lists?' part to proceed further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 02/24/2024

Complaint: 20870942

I am rejecting this response because: Since the mailings have my name on them, you are asking me to basically block all mail to myself. Plus passing the buck to the post office, so even if that worked, the mailings would go back to you, and you would still have to deal with it, which you have consistently refused to do.

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.
Ordered a product on 11/11/23 and when it arrived 11/14/23 it was empty. Started a return process via support chat. Amazon requested to submit my id before a return could be started and refund issued to original form of payment. Order number: 111-3452377-0037027.
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 111-3452377-0037027 and I see our specialist team has sent you email correspondence to your registered email address.

I see ID has been submitted 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.

You can contact our **************** team after 3 business days to learn the status of investigation. To do so, go to "Amazon ****************":

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/16/2023

Complaint: 20870674

I am rejecting this response because: Being an amazon prime member for so many years, I have never had to endure this strenuous process for a return/refund. I've returned a number of items I've received defective or even (what appeared to be) used at times. I hold value in myself to provide any information without hesitation, regardless of the company but this situation definitely did not sit well with me. The last part of the email said, "You can contact our **************** team after 3 business days to learn the status of investigation. To do so, go to "Amazon ****************"", why would I have to contact THEM if they're the ones that requested the information? Amazon has helped make life easier with ordering, delivering and even entertainment through Prime Video and Prime Music but this issue has been a big factor to reconsider continuing membership.

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 returned a irobot s9 vacuum, Amazon has received the item I have called multiple time on checking where my refund is, they tell me too waited the 30days, I did called back and get the run around yet again, get treated HORRIBLE, then I am told that they WILL NOT give me my refund in less I send in my ID to verify my identity.. WHAT?? I don't feel comfortable doing this at all nor would this do anything for this situation. They can see I purchased the item, I asking to have the returned put back the way I purchased it $537.28. I am hoping you can help me get this resolved. Thank you,*****
Customer Answer
Date: 11/15/2023
I am updating you on my complaint I filed on Amazon,
First I want too thank you for your help in this matter, Amazon has refunded me my money.
Thank you,
*****
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 purchased a treadmill in February 2023. I received the treadmill with some cosmetic damage. I called and advised Amazon due to the price of the item being **** I wasnt happy that it did not come in new condition. I was told to send pictures with a piece of paper with my name and date to an email that they provided me. I sent the pictures. I was asked to send additional photos which I sent. I was told I would receive some type of credit based on the pictures or I can return the item. I stated that I would take a credit depending on the price. I was told that someone would follow up. I never got a credit, no one ever followed up, I called in and I was told to resend the photos which I already did and again was told someone will follow up. I called them again in November, now their response is, the return window has closed. We cant do anything for you. I contacted them within the timeframe several times and didnt get any assistance then. The treadmill was approximately $**** and did not come in new condition. Its not fair to a customer to pay such a large price. It is not my responsibility to consistently call them, wait on hold, and tending them to follow up.
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 about the way customer service has handled your concern. I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

I'm sorry to hear about the problem with your NordicTrack Commercial 2450 Treadmill.

I've reviewed the order and I see it was purchased on Thursday, February 16, 2023. We accept the return of merchandise as long as it's returned in new condition within the return window. It looks like the return window for your product ended on June 14, 2023.

Because more than 30 days have passed since you received this item, we can no longer accept a return.

Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty.

Most manufacturers list contact information on the product packaging.

If you can't find the information there, you might want to try doing a web search to find their phone number or website.

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

***********************************
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 returned three items to Amazon on Nov 6th but they are telling me to submit my ID - 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. I chat with them few times but they do not want to give me my refunds.
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.

The e-mail address you contacted us with doesn't have an order matching what you described. 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.

If your e-mail address has changed, you can update your information by visiting Your Account (*******************************************) and click "Login & Security" at the top of the page. You'll be able to use the "Edit" button to update your information.

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.

We hope to see you again soon. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 11/16/2023
Hi,

Email - **********************
Order # ***-6690672-3704212
Returned three items on November 6th but did not receive my refunds.
Thank you,
Sushma
Customer Answer
Date: 11/16/2023

Hi,
Y
Email address is in my account - **********************.

The order number I did not receive 3 items refund is ORDER # ***-6690672-3704212

(1) Mens Tunic Art silk Pajama - $41.99
(2) Tuikayoo Mens Herringbone wool vest - $29.90
(3) Veera Paridhaan Mens Banarasi Nehru Jacket - $46.00

Thank you,
Sushma

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

Thank for reverting back with Order ID and registered email address.

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

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. I see our team sent an email on November 13, 2023 to registered email address.

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. Please submit your ID from secured link shared in email on November 13, 2023

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

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

It will take us 3 business days to determine an outcome. After 3 days, you can contact us to learn the outcome of the investigation.

You can contact our support team through your Amazon profile. To do so, go to "Amazon Customer Service":

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

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/24/2023

Complaint: 20870444

I am rejecting this response because an ID should not be required to issue a refund. I should not have to provide sensitive personal information online to receive assistance in this matter, especially since I've been victim to a scam already during all this. I would be happy to present receipts of the return and any other non-personal information that you need about my order/account however I do not feel comfortable providing an ID to a stranger.
I would really like to promptly resolve this issue and receive my refund given I followed all the correct procedures - please let me know if that can be possible. Thank you!

Sincerely,

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

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