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

58,678 total complaints in the last 3 years.
22,090 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 made an order on Amazon, order number: 112-7730491-9355463. The part I received, did not fit well on my vacuum cleaner head. I returned the item and was issued a refund to a gift card. Item was delivered to Amazon on 10/17. Now, I received an email stating Amazon did not receive said item and I will be recharged the amount of the item on 11/23. When I chat with your associates, I was told I needed to upload a photo ID and my ID would be shared to a third party. How is this legal? For me to retain my refund for an item I sent back, I have to willingly give my ID to a third party? For a $25 item? Tracking shows it was delivered to Amazon. And you claim suspicious activity on my account, yet, I have made numerous purchases on Amazon throughout the years and continue to pay for Amazon Prime. What is this nonsense? Resolve this issue. I sent back what Amazon sent me, period.
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 refund for the returned item Soft Plush Strips Soleplate Wheels Kit Part Compatible with Dyson V6 V7 V8 V10 V11 Soft Roller Vacuum Cleaner Head Bottom Base Plate.

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
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 ordered a dining room set for my new property in ************* on October 25, expected to be delivered October 30th (order #***-1256250-1993816). It was marked as undeliverable erroneously. I was told that the set was returned to the distributor. It was marked as canceled and I was told that it would be refunded. I ordered a different dining room set that was said to be delivered faster on (October 31 order#***-8905363-1059408). That was also delayed to November 10th. In the meantime, I noticed that the first dining room set was marked as running late instead of canceled. I contacted Amazon AGAIN and was reassured that I would be refunded. The second order was delayed to November 15th and the first was marked as delivered. I do not see a refund on my credit card, so I called Amazon today to confirm FOR THE THIRD TIME I was being refunded and to check the status of my second order. It was said to be delivered on NOVEMBER 23RD now, though the website says the 15th. I was further told that I would need to fill out an incident report in order to be refunded for the first table set, though on multiple occasions I was told I would be refunded.Traditionally, if an item is delivered, there are PICTURES on the property of the delivery, so the item is marked as delivered with zero verification. On my call, I requested that they review the past conversations regarding the delivery and made them confirm that they were going back on their word by asking me to now fill out an incident report to get my money back.My second dining room set was delayed by a week again, so I wanted to konw where it actually is and if I could return it to the sender or cancel it. They could not provide me that information. I requested transcripts of all my customert servive conversations on these items.Table 1 for which I should already be refunded was $581.78 and Table 2, for which I will demand a refund if I don't receive it this week is $617.65, for a total of $1,199.43.
Business Response
Date: 11/26/2023
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 for the delay in getting back to you regarding refund on Order#***-1256250-1993816 and regarding delivery of Order#***-8905363-1059408.
Regarding the Order#***-1256250-1993816, I see that we've sent an email on November 17, 2023, please kindly reply to that email. The email was **************************** on Friday, November 17, 2023 at 6:37 PM (PST). Please reply to that email for further assistance on the order.
Regarding the other Order#***-8905363-1059408. I see that all the shipment are successfully delivered.
We appreciate your understanding in this regards and looking forward to hearing from you.
Please feel free to contact us directly by replying to ************************************************ if we can be of further assistance.
Regards,
*******
Amazon.com
Customer Answer
Date: 11/27/2023

Complaint: 20868125

I am rejecting this response because:
I have repeatedly reached out for resolution with varied knowledgeability about both their own internal procedures for refunds and best practices about customer service. They know the location of the parcel and though I have been told 4+ times I would be refunded, I was not and eventually told to fill out incident reports. They were rude and I made the recommendation they escalate their protocols to legal.

I did receive the latter order and no longer necessitate a refund for the second order. HOWEVER i did not receive the first dining set and do not trust them to act in good faith.
I am now also debating refunds for small orders including bleach crystals and vinegar.
I am a regular customer and also a credit card holder. I am aghast at the lack of accountability. I did not receive the dining set. They know that. If the set is in theirs or the carrier's possession, then the issue should be litigated between them and I should not carry the financial burden. Period.

Sincerely,

Koren Frankfort
Customer Answer
Date: 12/01/2023
Please be advised that I have had multiple additional conversations. At every turn I have satisfied their demands and submitted an incident report. Over 4 times I have been told I would be refunded, then I was told to fill out reports, which I did. Now they are saying I am out of the window in their automated reponses.
Business Response
Date: 12/01/2023
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 really sorry for all the trouble you've having with getting refund for the Dining Table Set which you haven't received.
It is certainly not what we expect our customers to go through.
As informed earlier, we're unable to assist unless you reply to the email requested. Please reply to the email sent from the email address, **************************** on Friday, November 17, 2023 at 6:37 PM (PST).
I'd appreciate your understanding and looking forward to hearing from you.
Please feel free to contact us directly by replying to ************************************************ if we can be of further assistance.

Regards,
*******
Amazon.com
Business Response
Date: 12/07/2023
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 about the incorrect information provided about refund for Order#***-1256250-1993816 about submitting incident report.
As informed, I see that our internal team has already sent the correspondence on the issue.Please note that we are not able to take additional actions, including overriding their decisions for next steps. For your convenience, Ive pasted their response below for your convenience:
---Hello,

We recently reviewed your orders and noticed that you have claimed refunds for items that you reported you did not receive.

The carrier has confirmed that the shipment you reported lost was delivered to you. As a result, we canceled the pending refund on the order ***-*******-****816.

To help prevent missed deliveries, verify your shipping addresses. To do so, go to Your Account and in the section Your addresses update the shipping information where applicable.

To learn more about our returns policies, go to Returns and Refunds:
www.amazon.com/help/returns

Account specialist
Amazon.com
www.amazon.com
Please reply to the above email which was sent on November 17, 2023. Once you reply to the email the team would be able to assist you.
Thank you for your understanding and we look forward to looking from you.
Please feel free to contact us directly by replying to ************************************************ if we can be of further assistance.
Regards,
*******
Amazon.com

Customer Answer
Date: 12/08/2023
I have been told by amazon that the shipper of my missing package has said it was delivered. I have requested the name of the shipper and proof as generally there is a signature or picture.
the set was never delivered and they have changed their records multiple times. They are basically stealing my money
further, i received a request for my drivers license or id now so they can refund me. This is an absurd overstep when they cant event tell me who the shipper is.
Business Response
Date: 12/14/2023
Hello *****,

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

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

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":

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

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. 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 ordered a camera from them. It doesn't work. So, I'm trying to return it. Because I asked when the driver was coming to pick up the item they sent me an email stating that there was suspicious activity on my account and I need to submit my government ID. I believe this is a full invasion of privacy. There is no reason to submit it.. All I want to do is return the camera. They are telling me that I have to wait 3 days for them to look at it then decide. This is not right. I just want to return my camera and get my money back.
Business Response
Date: 11/15/2023
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 order 113-7742816-9266651.
After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

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":
************************************************************************************

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:
*************************************************************

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

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,
*********
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.
Date: October 10 Bought a graphics card, received it the next day and ended up requesting a return the next day because I bought the wrong item. I sent it back with multiple other items in the same box, those items were already refunded but this main graphics card was not refunded for $993.59 total for this one item.
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
***********************************
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 August 24, 2023, I returned eight athletic shoes to Amazon. I have confirmation of drop off at **** Today, despite several chat sessions and a conversation with a supervisor named ******************** who said she could see the items had arrived in the warehouse, but had not yet been credited. According to *********, Amazon has now instituted asking for government issued IDs and is demanding that I provide verification via a license etc. When I questioned this alleged new policy of providing Amazon an ID in order to receive a refund, she hung up on me. I still do not have a refund. They are refusing to refund my $160 until I do so. Yet less than an hour afterwards, a different clerk refunded me $50 on a separate returned item from the same timeframe . Their policies do not make sense, and the supervisor could not even tell me who the third-party was who would hold my identification secure. I am attaching both the drop off package receipt from *** dated August 24 2023 at 10:32 AM, a copy of the Amazon follow-up email about my needing to provide ID, as well as a copy of the original invoice from Amazon dated August 12, 2023. Amazon has basically been fraudulently, holding my money for almost 3 months on a return that was made within two weeks of ordering. Thank you.
Customer Answer
Date: 11/14/2023
Please note that on this same day, Nov. 14,2033 ( same day Amazon insisted I provide a photo ID for a different refund) they went ahead and subsequently refunded for a different order. No ID was required for this later one on same day. They are arbitrarily, deciding when, and how, and if they will refund despite having the items back in their warehouse for months. This is outright fraud.
Customer Answer
Date: 11/14/2023
Please note that on this same day, Nov. 14,2033 ( same day Amazon insisted I provide a photo ID for a different refund) they went ahead and subsequently refunded for a different order. No ID was required for this later one on same day. They are arbitrarily, deciding when, and how, and if they will refund despite having the items back in their warehouse for months. This is outright fraud.
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 return refund issue for the Order ID: *******************.

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

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

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

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

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

However, as its an old order return and you are awaiting refund. I would like to make an exception and issue the refund through the gift card balance as its the only option from our end.

Please confirm and I'll get this resolved for you.

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

Regards,
Arun

Amazon.com
*****************************
Customer Answer
Date: 11/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I would like to know the full amount that Amazon is sending me for all of the items that were returned in this *** ship . Only then will I find that this resolution is satisfactory to me.

Sincerely,

*****************************
Customer Answer
Date: 11/16/2023
Even though Amazon said in writing that they were going to make an exception to their rules, and said they would issue me a credit in the form of a Amazon gift card, they have failed to do so, and are now refusing, and have gone back to demanding that I provide an ID. I need to re-open this case as Amazon is acting in bad faith.
Customer Answer
Date: 11/16/2023
Even though Amazon said in writing that they were going to make an exception to their rules, and said they would issue me a credit in the form of a Amazon gift card, they have failed to do so, and are now refusing, and have gone back to demanding that I provide an ID. I need to re-open this case as Amazon is acting in bad faith.
Business Response
Date: 11/19/2023

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 understand your concern.

I would like to inform you that I've already issued gift card refund of $160.84 for Order ID: ******************* as mentioned in the previous email.

regarding the other 2 orders that you've mentioned, I see that you've already filed a charge dispute with the bank for both the order and was settled in Amazon's favor.

Unfortunately, we'll not be able to take any action on these orders as the charge dispute is already filed once.

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

I appreciate your understanding in this matter.

Regards,

Arun
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.
I received two tires on October 10, 2023. They were the wrong tires so I started the return process. I dropped them off at *** on October 20, 2023. I called Amazon this morning november 14, 2023 to see if they had received the tires. They would not answer that question. Amazon said to receive my refund of $724.60 I would need to send a copy of my id. ********************** said they would send an email with instructions on doing so but I have not received an email from them. Any help would be greatly appreciated.
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'm sorry to know about the trouble you're having with refund for the two tires returned.
On checking, I see that there is no account with the email address you've provided. In order to assist you, I request that you please help us with the order details.
Once we have the order details, I would be glad to assist you.
Regards,
*******
Amazon.com
Customer Answer
Date: 11/21/2023
I have added my email to my Amazon account. I still have not received a refund
Business Response
Date: 11/26/2023
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 know you haven't received refund for the item returned and thank you for adding the email address to your account.

On checking, I see that before we can proceed with refund, you will need to provide the details of the government issued **,as requested by our Specialist team. Unfortunately we are unable to proceed further without the government issued **.

Please follow the below link to provide the **:
*************************************************************

Also, please be assured that details provided are secure. You can review our Privacy Notice by clicking on the below:

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

After the ** is provided it would take 3 business days for an update. You can contact after 3 business days for an update.

We appreciate your patience and understanding in this regards. We look forward to hearing from you.

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

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.
Amazon refused to refund after I never received the package
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 Order ID: *******************.

I apologize for the inconvenience.

As per the update from the appropriate team, we'll not be able to take any action in this case as the order shows delivered at the provided address.

However, as requested by the team, you can respond to the email sent to you on Monday, November 13, 2023 at 11:55 AM (PST) for more information.

If there was alternative, we would have surely helped.

I appreciate your understanding in this case.

Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:11/14/2023
Type:Sales and Advertising 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 bought ear buds from Amazon return them about a month ago and they still wont refund to my credit card Ive contacted my credit card they say its Amazon is the next step I dont have the product nor the item just want my money refunded I had file a dispute with my CC and they return the money to Amazon Amazon says its a chargeback missing when in fact its not so Im Still waiting
Business Response
Date: 11/16/2023
Hello,

I am ******* and I am a member of the Amazon ***********************. I'm writing in response to a complaint filed on behalf of the customer by the *******************************************.

There is no refund due for order #***-5960680-7761820 because the customer opted to receive a free replacement under order #***-0827746-5958616. The replacement was delivered on October 18, 2023, per *** tracking number 1Z92Y7910202025116.No further refund is due and Amazon has yet to receive the return.

Sincerely,

---

*******

Amazon.com | ***********************

Customer Answer
Date: 11/17/2023

Complaint: 20867870

I am rejecting this response because:
as you can see Im still due the refund I returned the item hes stated I did not keep it it wasnt what I wanted all he has to is check the bank account and he will see that he has the payment from my CC which Ill attached I need a full refund I dont have the ear buds and also no money back to my card please refund full amount $90.71

Sincerely,

***************
Customer Answer
Date: 11/19/2023
When they reply about no refund he had stated that I got it and I had received it but I return the one that was sent as I didnt like it and they have it I have no ear buds or the money I paid to them so Im left without anything
Business Response
Date: 12/05/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on December 05, 2023. This email confirms that the refund has been issued for USD 90.71 to the original payment method.

Sincerely,

*****
Amazon.com
Customer Answer
Date: 12/11/2023
I have waited 7 days but actually its been 5 as he said business days and Ive still have not gotten my refund which I was promised
why am I the one waiting when they have my money and the earbuds I order I need my money back
kind of sick of this mess
*****************;
Customer Answer
Date: 12/11/2023
I have waited 7 days but actually its been 5 as he said business days and Ive still have not gotten my refund which I was promised
why am I the one waiting when they have my money and the earbuds I order I need my money back
kind of sick of this mess
*****************;
Customer Answer
Date: 12/11/2023
I have waited 7 days but actually its been 5 as he said business days and Ive still have not gotten my refund which I was promised
why am I the one waiting when they have my money and the earbuds I order I need my money back
kind of sick of this mess
*****************;
Business Response
Date: 12/28/2023
Hello,

We have denied the customers request for a refund of USD ***** on order 111-5960680-7761820 as customer was credited by their card issuer already. Customer raised a chargeback dispute on this order and the dispute is now closed in customer's favor by their card issuer.
Customer's card issued debited ********************** for the disputed amount of USD ***** and credited customer's account. Kindly request customer to reach out to their card issuer for more information about this reimbursement.

Sincerely,
******
Amazon.com
Customer Answer
Date: 01/04/2024
Case closed I finally received a full refund
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 items (to Amazon using the Kohls option) on 09/22/2023 and they received them and processed a return. Then they charged me for one of the items on 11/11/2023 and agreed it was a mistake and will only process a refund once they receive my government ID. Even though I have confirmed the identity on my account.
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 return refund and ID verification.

I've checked and couldn't find the order that you are referring to.

Please help me with the order number.

Also, regarding the verification please note that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

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

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
I returned the item on 09/22/2023 along with other items and was provided a code to take them back to Kohls (a department store). Once the Kohls associate scans the code, they take the time and bag it up. I am then provided a receipt. Within minutes or hours, Amazon provides the refund. They then took the same amount of money from my account on 11/11/2023. I called them and they agreed that this was a mistake in their system but they will not return the money back without me providing a government ID. I should not have to provide my government ID to ********************** to get a refund on something that they already refunded me on about 2 months earlier. Order #***-9084175-5426609
Business Response
Date: 11/21/2023
Hello ***************************,

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

I completely understand your concern regarding the refund for the Order **: *******************.

However, the appropriate team will have to verify the ** in order to take an action on the return refunds.

I would request you to submit the ** and get it verified and the team will assist you further.

Unfortunately, we'll not be able to take any action or override this from our end.

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
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.
To whom it may concern,I am writing on behalf of Atlantic Makaira LLC to seek urgent help regarding a persistent issue with our Amazon Pay account. On October 23, 2020, we were notified that our payment processing account was suspended due to alleged inaccuracies.Over the past 3 years, we have made tireless efforts through emails, chats, and calls to resolve this issue and regain access to the approximately $12,000 in our account. We promptly submitted updated information as requested, but the account remains inaccessible.To summarize:Date of Issue: October 23, 2020 Duration of Issue: 3 years Amount Inaccessible: ~$12,000 This situation has severely impacted our business operations and livelihood. As a Latino family-owned business already facing challenges due to COVID-19, the abrupt loss of our payment processor has left us in a precarious financial position.We have contacted Amazon Pay multiple times but they refuse to release the funds. While we understand the need for due diligence, we have been waiting since 2020 to regain access to our hard-earned money.Moreover, we cannot even log into our account to speak with a specialist. We simply want our money returned.Given the urgency and ongoing hardship, we are prepared to file a complaint with the Better Business Bureau (BBB) regarding this issue. However, we remain open to cooperating with Amazon to reach a swift, amicable resolution.Your prompt help facilitating the return of our funds would provide critical relief. We are happy to furnish any documentation required. Please urgently address this matter which is severely impacting our family business.Thank you for your time and understanding. We look forward to your assistance,*************************** ***** Atlantic Makaira LLC
Business Response
Date: 12/08/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2023-12-08.
Sincerely,
****
Amazon.com
Customer Answer
Date: 12/08/2023

I trust this message finds you well. I am writing to express my dissatisfaction with the response received regarding Complaint ID ********. Regrettably, I have yet to receive any communication from Amazon via the registered email associated with my Amazon Pay account (*************************).
I anticipate the prompt receipt of the pertinent email and stand ready to furnish any required documentation to facilitate the resolution of the account balance, which has been under hold since October 2020.

Your timely attention to this matter is greatly appreciated.

Sincerely,
**************************************;
Business Response
Date: 01/10/2024
Hello from Amazon,

I am unable to locate any seller accounts using the email address provided within the complaint, **************************** For security reasons, I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please provide the email address that was used when registering the seller account.
Customer Answer
Date: 01/10/2024

Complaint: 20867697

Following your question. The email that was used to register the account on Jul 2020 was ******************************************. However, I do not have access to it anymore.
I am attaching proof of emails from this domain that will help clarify. I just want my money back.

Best,

Sincerely,

*************************** *****
Business Response
Date: 02/01/2024
Hello,

After completing our investigation and reviewing the information the seller has provided, we have determined that your Amazon seller account has been used to engage in deceptive, fraudulent, or illegal activity that ***** our customers, other selling partners, and our store. As a result, your account will not be reactivated.

This action is taken in in accordance with Section 3 of the Amazon Services Business Solutions Agreement. To review the Amazon Services Business Solutions Agreement, go to:
*****************************************************.

You can view your account performance at: ************************************************************** or by selecting Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

-- Download iOS App at:
***********************************************************************
-- Download Android App at: **************************************************************************************************

Sincerely,
Amazon
Business Response
Date: 02/01/2024
Hello from Amazon,

I am unable to locate any seller accounts using the email address provided within the complaint, **************************** For security reasons, I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please provide the email address that was used when registering the seller account.
Customer Answer
Date: 02/02/2024

Complaint: 20867697

I am rejecting this response because:

I understand that my seller account has been permanently closed. While I disagree with the allegations of fraudulent activity, I recognize that the decision has been made and the account will not be reinstated.

However, I would like to request the remaining balance of approximately $12,000 owed to me prior to the account closure. As this money represents services rendered and products shipped in good faith, I believe I have the right to the funds that were in the account when it was suspended.

I have attempted to work with the customer who made the payments to pursue a chargeback or refund on their end without success, since the transactions were made via Amazon Pay using a debit card in *********.

As such, I kindly request that Amazon release the remaining balance on the account to me, as it represents money owed for legitimate business prior to the account suspension. Please advise on the process to obtain these funds, as waiting any longer puts an unfair financial burden on my business. I will not settle for, please forget about it and move on we are talking about a substantial amount that is being kept from us by Amazon.

I appreciate your assistance in resolving this matter.
Please let me know if any additional information is needed.

Regards,

Sincerely,

*************************** *****
Business Response
Date: 02/14/2024
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges at this time.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon Seller Performance

Customer Answer
Date: 02/14/2024

Complaint: 20867697
Amazon,

I appreciate you taking the time to review my request again. However, it seems you have missed my point. I am not asking for my selling privileges to be reinstated. I understand that decision has been made and will not be reversed.
What I am asking for is for Amazon to release the remaining balance that was in my account - approximately $12,000 - prior to the suspension. This money represents services I rendered and products I shipped in good faith. As such, I have the right to those funds, regardless of the selling privilege suspension.

Amazon is essentially keeping my hard-earned money while providing no justification nor recourse for me to obtain it. I sold products, shipped them, and now that money sits in Amazon's accounts while my business suffers. That seems unethical for a company that prides itself on customer service.

I kindly ask that you address my actual request - releasing the funds owed to me. If Amazon truly cannot prove any fraudulent activity occurred, then the withholding of my money feels unwarranted and unfair. Please advise on next steps for me to obtain my remaining balance, as the financial burden continues to negatively impact my business.

I look forward to your response and a resolution to this matter.
Sincerely,

*************************** *****
Business Response
Date: 02/19/2024
As stated in our most recent response, the Amazon Pay account cannot be reinstated. Please see our response below:
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges at this time.

We are unable to provide information on our investigation methods.

Sincerely,

Amazon Seller Performance
Business Response
Date: 03/08/2024
Hello,
Advise the seller we are gonna follow this question in this case ***********
Customer Answer
Date: 03/09/2024

Complaint: 20867697

we have received an email from amazon to ************************* and I am still waiting for the final resolution. Hence I will not accept the business response in this matter until final payment to our business account is made.

Sincerely,

*************************** *****
Business Response
Date: 03/15/2024
Hello from Amazon Services,

Your request is being reviewed by our internal team, and it will be addressed as soon as possible.

This is an ongoing investigation, please follow up case ID ***********, our internal team will provide resolution through this case.
While we understand the importance to have a resolution and how this is impacting your business, we are working towards with our investigators to provide a correct resolution.
Thank you for your understanding.

Customer Answer
Date: 03/15/2024

Complaint: 20867697

I am rejecting this response because: I have still yet to hear with a response from Amazon escalation team. No news yet on my case, just a repeated email each few days.

Sincerely,

*************************** *****
Business Response
Date: 03/15/2024
Hello,
This is the final answer

As we already informed you about this on 11/05/2020 via email: "Your account has been deactivated in accordance with section 3 of the Amazon Services Business Solutions Agreement. Your listings have been removed. ''

Following this agreement we already provided you the right answer: ''Funds will not be transferred to you even if they reflect in your Seller Central account. You will no longer have access to Seller Central services on Amazon. If you register any new accounts, we will also decline them."

I recognize that this is not the result that you were hoping for, but I want you to know that I did my best to provide you with the correct information based on our current policies.

I appreciate your understanding in this matter.

At this point, I will be resolving this case as no further action that can be taken at this time.
Customer Answer
Date: 03/25/2024
Please do not close this complaint! I do not wish to close it.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Amazon.com is BBB Accredited.