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

58,727 total complaints in the last 3 years.
22,109 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The amazon order number is ***-1074391-6033013 I have 4 orders of Amazon gift cards on 10/26. And then I received an email from Amazon stating that they have cancelled all gift cards and will refund me within 3-5 bossiness days on 10/28. I received 3 orders refund on 10/30, but the forth one has not being refunded. I have contacted the company 4 times. Evetime they promise that I just need to wait for 2-5 days and the refund will be issued. I have not received until 11/14. They just keep postponing my refund by making one and another excuses.Below is the email I received on 10/28 from Amazon:Hello,We're contacting you about order(s) #***-5885484-9130615 ***-0172807-6846611 ***-2161898-7686667 ***-1074391-6033013.We recently learned that an error caused gift card(s) you purchased to be displayed at an incorrect price. In this case, we're unable to offer this item for the incorrectly posted price.Therefore, we've cancelled your order for this item and are currently processing a refund. Refunds are applied to the payment method used for the original purchase and typically complete within 3 to 5 business days.If you received a gift card, it will not be active. Please discard it. We apologize for the inconvenience this *** have caused. At any given time, despite our best efforts, a small number of the millions of items on our site *** show an incorrectly posted price.To help make up for the inconvenience, we've applied a $25 Amazon.com Gift Card to your account. This amount will be applied to your next eligible order automatically without entering a claim code.Sincerely,Customer Service ********************
Business Response
Date: 01/11/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email about order 112-1074391-6033013. We have researched this matter and confirmed that the dispute in question has been resolved in your favor. Therefore, we will not be able to reimburse you.

Please contact your card issuer for more information about reimbursement for this purchase.

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

*****
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 3 cases of cat food the cans was dented. ***************** I reached out to Amazon and the customer support was a nightmare. I went to the trouble twice to explain my issue and without telling me was transferred. The next guy insisted I repeat Everything again would not read previous chat notes. So when I did he insisted I send my drivers license to prove who I am. It seemed odd to me so I reached out two other times to chat and once by phone and was disconnected each time. I finally got a chat agent supervisor they said and explained to him this seems fishy. The message that came to my email did not go to my Amazon mail. The email wanting a picture of the can did come to my Amazon email. The email wanting my drivers license would not open in ********************** app it opened in a web browser and wanted all my log in details and then my drivers license which Im not doing with the wrong website all my financial resources can be used by crooks. The last agent I informed I canceled 39 subscriptions at which he said okay send the drivers license and we will help. I then researched on line and others are getting the same treatments. Its just very odd that the email wanting the picture of dented can came to my Amazon email but the one wanting all my private credentials did not. I will just keep this cat food but want this treatment to stop. Until I get an apology for the poor quality of service and asking me to possibly compromise my account I will no longer be using subscription service and we may cancel prime all together. Thank you for your help. Amazon use to be amazing but with this new tactic they might have just lost a customer.
Business Response
Date: 11/15/2023
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 an order placed on our website.

Upon reviewing I can see that our internal team is reviewing this and below is the response from them :

'Thank you for uploading your ID.

I see that our team is still investigating/reviewing your submission. It can take up to 3 business day for us to finish our investigation.

Please contact us again after November 16, 2023 days of submission. After that date, we'll be able to share the outcome of the investigation and if we need to take additional actions.

Thanks for your understanding. '

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.

If you still don't receive any response by the mentioned date you can reply to the email sent on Tuesday, November 14, 2023 at 2:33 AM with subject 'A Message from Amazon ***************** and our team will review this further.

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: 11/15/2023

Complaint: 20867080

I am rejecting this response because: Im not sure what her team is talking about. I have not submitted my information and I will not be submitting it.
this is exactly like the other agents that helped me its like a generic copy and paste email.
So Im not 100% confident they even read my issue. They did send me an email saying they will review my information but the only item I sent was a picture of a dented product.
no one is seeming to take it serious that I cancelled 37 subscriptions and am about to cancel my prime. I spend thousands on Amazon but thats about to change.
I would like this resolved without wanting my drivers license and password. Im not going to risk my credit card information because you want me to prove who I am all while allowing me to continue to use your site. This is being written about all over the internet as a ploy by you to keep peoples money and in some instances product to.

Sincerely,

*************************
Customer Answer
Date: 11/16/2023
They sent me a reply as follows:
I am Vishal from Amazon.com.

Firstly I would like to thank you for getting back to us.

I sincerely apologize for the inconvenience caused to you.

Here I request you to please wait until the review is done and our team will get back to you with relative information.

I hope this helps! Have a great week ahead!

Regards,

Vish
Amazon.com
*****************************
they are not even reading my response. I explained I have sent no information so your team has nothing to review. They are following a generic script and it doesnt matter what I say. They have asked me to wait 3 days for the review. Im concerned they are saying they have information I didnt send. Has my account been compromised? Is their team making stuff up? I guess since I dont feel they are even reading my replies we will ever know. This is stressful and disturbing and disappointing. Thank you for your help BBB. As you see the customer service of ********************** is not what it use to be.
Customer Answer
Date: 11/16/2023
If you need every email please let me know. They have sent me over 13 of the same emails requesting my ID
Customer Answer
Date: 11/19/2023
More Information...
Amazon.com <***********************************************> 3:54?AM (3 minutes ago)

to me

Hello *******,

I am Vishal from Amazon.com.

Firstly I would like to thank you for getting back to us.

I sincerely apologize for the inconvenience caused to you.

Here for certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

We have taken your feedback regarding the Identity document submission and we apologize for any inconvenience this situation has caused you.

I hope this helps! Have a great week ahead!

Regards,

Vish
Amazon.com
***********************************

Here is a private message they sent me as you can see the 3 days have passed where they replied last time saying I submitted my information and they have done nothing. This person who ever they are, are following a script and simply copy and pasting. I'm not sure what to do because they are not going to give me a refund they are not going to do anything. If you search the internet many people are complaining about this topic. I even think there is a class action lawsuit against them in Washington for keeping people's money. The problem I have is this. There was no damage to the shippping box nor was there any damage to the box the cat food was in. This means the shipper who ever fulfilled this order repackaged this product with damaged cans of cat food. Rather than Amazon making this right with the customer they want to punish the customer when in fact they should be investigating who ever sold this product. This is a problem for Amazon because they assure you that your information is protected however I do not believe them because they can't even respond to you without a script. The email they send you does not go to the Amazon mail(within Amazon you get a copy of emails sent to you) this is just a generic email that is sent to your email that forces you not to use the Amazon App to fulfill the request but forces you to open a web browser. In my web browser my password is automatically saved, however when this magical website opens up it does not apply that it wants you to insert your password which is just what criminals on the wab want they not only get access to your password but they get your Drivers license and access to all your credit card information.
I will not put in this information. It is clear Amazon customer support wherever it has gone has no intention of helping me. If you contact customer support via chat they copy and past the exact same script to you. I have stopped my orders going to Amazon and now use Chewy. The sad part is that I cancelled 37 subscriptions with Amazon and out of all the agents I have spoken with not one cares. When you no longer matter as a customer then it's time to stop using that company. I just want others to be aware of this action of Amazon so they do not fall prey to their tactics of selling you damaged merchandise and then not doing anything to correct it.
If you think about it this is a scam by Amazon if there was really a security issue they would freeze your account until this was resolved however they do not they let you keep buying with no restrictions whatsoever. I believe in the long run Amazon will end up having more class action lawsuits against them. Unfortunately this does not help me now.

Business Response
Date: 11/19/2023
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.

Firstly I would like to apologize for the inconvenience and confusion regarding the ** submission.

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.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/19/2023
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.

Firstly I would like to apologize for the inconvenience and confusion regarding the ** submission.

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.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

This is a new message they sent me. This again is a Scam on their part and I can prove it. They have sold me a product that is damaged and is classified as nonreturnable. The guy that sold the cat food repackaged damaged cans of cat food because none of the boxes was damaged only the cans, then sold it as a new product which is was not. They do not want to refund this product and lose money. So they create a scenario where I have to jump through hoops to get my refund and from what others have said on the internet even then you might not get your money back. Now to prove this is a scam and they are wanting to simply not give me a refund for this product. Since this issue has accord no interruption to my account has happened. There is no security threat or concern. I have gotten refunds on other products with no issue and no request for my **. I'm not sure what to do with this now BBB as they are not going to make this right and they are just going to rip me off. Please let this stand as proof and a standing record of this action by Amazon because when the class action lawsuit comes, I will have proof of their tactics.
If they locked down your account and prevented, you from ordering anything or would not refund any other items until you provide the ** it might be more believable sadly they have a team that only follows scripts and will not do anything unless I click on links that seems unsafe and does not go to your Amazon mail which is a red flag. The the fact that the web site you go to will not recall the saved password you have in your web browser is another red flag, they they want your Drivers License all red flags. There is nothing professional about all of this. If it was ligit they would make sure it comes to your Amazon mail just like when they requested a picture of the dented can it came to my amazon mail as well as my personal email. You can therefore verify it came from Amazon. If they are going to mail out a email that request such sensitive information you would expect it to go to your inbox in Amazon and it does not. I sadly do not trust the email I got because other than it saying Amazon and them applying a script saying trust us there is no way to verify it's from them. There should be a way inside the Amazon app to do this as well without having to go to an outside webpage this all just screams security issues. Sadly unless you do what they say they will just keep sending you the same script and nothing will get done. Like I said they have sent me the same email 13 times now requesting the same thing. They have no intentions of making this right so what should I do now BBB? Thanks for your help.
Business Response
Date: 12/01/2023
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.

Firstly I would like to apologize for the inconvenience and confusion regarding the ** submission.

Here as informed 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.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/05/2023

Complaint: 20867080

I am rejecting this response because: this has nothing to do with security as I have said in the past. They are running off a script and its only a ploy to keep the money and sell me a damaged non returnable item.
here are the factors that proves this.
one: I am able to continue to shop and buy no restrictions others than them refunding or replacing this item.
two: since this item issue I have gotten several items refunded and returned again no security issues with any other item. Not one other agent has asked me for any identification.
Again the email the send requesting not only my password but my Identification is not secure and does not seem safe. When they request a picture of the damage item it goes to your personal email as well as your Amazon email within the app. This request for all my information goes only to my private email it does not go to the Amazon in app mail box even though all other mail does.
This person responding to me is not going to help me. She is going by a fictitious script screaming security when there is in fact no security lockdown on my account at all other than they will not make this purchase right.
please note if they respond again it will be another generation of a script they I fear are incapable of thinking out side the box or reading me message and understanding it.
I have switched to chewy pet goods BBB they lost a customer because of their tactic to try and force damaged items on customers without option for refund or replacement, This I am sure will end ** in another class action lawsuit. If you search the web you will see they are doing the same tactic on many others.
I appreciate your help BBB Im not sure what to do now. Im not going to submit my information unless it comes to the Amazon mail which it does not (while everything else does) They have zero intention of making this right.

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.
On October 20 I ordered 2 items (order id ******************** off of a friend's gift registry to be delivered to her in ******. It was given an expected delivery date of October 30. The items were not delivered on that date, but I instead was given a later delivery date 2 more times (I do not recall these dates). Again, they were not received by my friend. I contacted Amazon customer service on November 5 about this and I was informed that the package was likely lost and I was given the option of a full refund and to reorder the items, which I did. I was promised by a rep named *** that I would receive a refund for the shipping cost of the new order. I made the new order on November 7 and contact customer service just as *** instructed. I was told that a refund in the amount of $63.90 would be received in 3-5 business days, and I also received an email shortly after confirming this (screenshot of email below). A few days passed and no refund was received. I contacted Amazon again on November 9th to confirm again, and I was again promised that the refund would be received, although I do not recall the rep's name. I most recently contacted Amazon during the night of November 13/14 and was informed that I would need to wait until after November 15, when the items are expected to be delivered. I spoke to a rep named Malay. After explaining how upset I was, ***** offered to help make it right, so I requested a full refund instead. ***** then ended the chat session immediately, so I contacted again. I explained everything to the next rep, who I don't remember the name, and he/she informed me that the situation was escalated to a specialized party and that they would contact me, and then promptly ended the chat without any further confirmation.
Business Response
Date: 12/14/2023
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 here I can process the refund of amount $63.90 back to your gift card balance and you can use it on any of your future orders.

I request you to please reply to this email with a confirmation on the same so that I can proceed further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/23/2023
This issue was resolved.
Initial Complaint
Date:11/14/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I refused a shipment and they are telling me the package is stolen and I need a police report to get a refund. Been on phone for 5 hours and they keep saying it's stollen when the tracking says it was sent back.
Business Response
Date: 11/15/2023
Hello ****,

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

I am sorry 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've reviewed the order and I confirm that items have been returned to our return center by carrier as delivery was refused. I see refund was issued to your Amazon.com Store Card on November 14, 2023 for $162.41 and $487.22.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

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

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:Billing 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.
Dear ***/*****,My account was locked on 8th Nov, even though I submitted all documents which are required. May I attach here for your further review. Thank you very much.Best regards,SO
Business Response
Date: 12/06/2023
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've reviewed the complaint details and see that you are concerned regarding account hold. Im sorry for the trouble you had with this.

As per the update from accounts team, we see that the issue has been fixed and account has been re-instated.

We apologize for the time taken to fix the issue. Rest assured we are here in case, if there are any further issues.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/07/2023

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,

*********** So
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 5 items to Amazon via *** return code that doesn't require the items packaged. I have already returned the items and Amazon never contacted me regarding this return requiring ID verification. They only told me when I contacted them and told me that they noticed abnormality with my account ONLY after I requested refund. In the meantime, they refunded me for items that were returned after this return. Now Amazon customer service representative, they supervisor, and the supervisor's supervisor denied my refund to its original form of payment. Neither they provided any other resolution.I do not wish to provide any government ID and asked them to send me a verification code of some sort to resolve this matter but they refused.
Business Response
Date: 11/15/2023
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 an order placed on our website.

Upon reviewing I can see that our internal team is reviewing this and below is the response from them :

'Because we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund or replacement. We may also request additional information before granting your request.

You will receive second 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. 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..

Please be informed that 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 reply to the email sent on November 13, 2023 3:39 PM with subject 'Your Amazon.com Inquiry' and our team will review this further

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/15/2023
If my account had "abnormal activity" then they should have froze my account and would not allow access to account. In the meantime I am able to purchase products from amazon.com and return other products as well.
I am not sure why they need my government ID when they can easily return the payment to original form of payment. I wish yo not provide my ID.

Thank you.
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.
Amazon Web Services has charged me a monthly amount, averaging 24 dollars/month from Aug 04, 2022 to Sep 06, 2023 for an AWS account that I closed down before Aug 2022. I never authorized this charge. I recently discovered it on my debit card. I have had difficulty contacting Amazon AWS since they only allow complaints through the account and I don't have access to the account. They do not take phone calls. I need Amazon AWS to refund this amount
Business Response
Date: 12/14/2023
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 unauthorized charge on your account.

Upon reviewing this with the internal team below is the response from them :

Due to the security and privacy policies in place, we can only discuss account and billing information related to the account that we're being contacted from.

In order for us to investigate further, we need more information relating to the transaction.

Provide the account ID or invoice ID referenced on your bank statement.

Also provide us with the following information:

Transaction ID:

First six digits of the card:

Last four digits of the card:

Date of the charge:

Amount:

Currency:

Card type (e.g., ********************************** statement reference:

Call your banking institution to request the transaction ID. For **** or MasterCard, this will be a 23-digit numerical ID.

For AMEX, they'll provide an 8-digit transaction ID or an ******** alphanumeric signature/ROC.

Do not send your full credit card number.

I cannot investigate further without the above information, thanks!'.

Please reply to the email sent by our internal team on November 17 with the requested information and they will review this further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/27/2023
Greetings,
The merchant has not resolved this complaint. I have provided them with all the information they requested.
I have requested them to provide the following:
1. The contract under which they billed me
2. Any services that I used from them, e.g. did I ever even log into the account for which they billed me for 14 months.
They have refused to provide either of these. Basically, they have billed me for services I never used and they are refusing to provide me any further info on it.

I would like to keep this complaint open until it is settled.
Thanks,
Umar

Business Response
Date: 02/03/2024
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 your Amazon account.

Upon reviewing I can see that our internal team has reviewed this and below is the response from them :

Greetings,

Thank you for your response on the support case.

Please note that due to our privacy and security policies we can't access, modify or take actions on the account unless you are signed into the account in question.

I would recommend you to review any email address that you have because we have contacted the email address that is registered on the *** account that was charged. I also recommend you contact your bank to discuss possible options to dispute and stop the charges.

For your sign-in credentials, use the email address that's associated with the *** account that you'd like to discuss. Then contact us from the ************** through the following link. Even if your account is suspended or has been closed for 90 days or less, you can still open a case.

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

As part of our shared responsibility model, it is our customers responsibility to administer and secure their accounts.

For more information about the *** shared responsibility model, see the following documentation:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 02/14/2024
I don't have the email address and Amazon won't tell me the email address. That is the whole problem.

So I don't know why they charged me and they won't tell me why they charged me. Nor will they tell me what services were used.

At the same time, they have asked me to login with that email address to raise a complaint in their system. They are unwilling to take a phone call to discuss.

Umar
________________________________________
Initial Complaint
Date:11/13/2023
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.
Re: Denial of request by Amazon **************** for a refund of ********************** tax that should not have been charged on Tiger Balm rub ointment for relief of muscle pain and Tubigrip Multipurpose Compression Bandage to reduce swelling in legs and feet of the elderly. ********** does not tax the two items (see three uploaded documents) on ** tax-exempt charts. Amazon refused to refund the sales tax. I am requesting a refund to my Amazon Account of ********************** tax totaling $9.22 which I should not have been charged. These items should not be taxed for **********, *** customers going forward.
Business Response
Date: 12/08/2023
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 this with our internal team below is the response from them :

"Amazon has millions of items that we do our best to make sure are categorized correctly. Every once in a while, an item may get put into the wrong category which can lead to the wrong application of tax.

I have looked into your order and it seem that this was the case on this item. I'm sorry for any inconvenience this caused.

I've requested tax refunds for the items incorrectly taxed. You'll see the refund on your original payment method within the next 3-5 business days.

Due to system limitations, we are unable to issue updated invoices. When tax is refunded, an automated email will be sent to the account on which the order was placed."

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I accept the resolution of my complaint.
Further comments:
It would have been more convenient for the sales taxes to be refunded to my Amazon account as I requested. I had to look up each order to find the original payment method.

Amazon **************** should not have immediately and arrogantly dismissed my request for a refund; I was not treated with respect. I should not have had to contact BBB. Their explanation was also arrogant and incorrect - "Amazon has millions of items that we do our best to make sure are categorized correctly. Every once in a while, an item may get put into the wrong category which can lead to the wrong application of tax." Amazon.com had correctly not charged me for tax for the same items previously. I hope I do not have to contact Amazon.com again about this issue. I've been a customer a long time and I am also a ********************** Member. Amazon **************** does not resolve issues as well as they have in the past.

Sincerely,

**********************************
Initial Complaint
Date:11/13/2023
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,I'm having issues with this business charging me TWICE for an item I returned.Nov 3rd. They didn't fit me so I ordered an exchange however I CANCELLED that exchange and was given $34.44 in credits while I sent my item back. I thought that was the refund for my order since I sent the item back. Then today Nov 13th I got an email from amazon to my account email stating that I have been charged the $34.44 to my master card once more because I cancelled my exchange so now I'm back to ********** with the order. Since in the end I was charged TWICE for the jeans. I think this is just an automated mistake on Amazon's end. However they are refusing to help me and requesting my government ID.
Business Response
Date: 11/15/2023
Hello *********,

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

I sincerely apologize for the inconvenience caused with order. 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 112-8581042-7143447 and I see our specialist team has sent you email correspondence on your registered email address.

Upon checking, I see ID has been submitted, once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

We would definitely work on your feedback and ensure that such issues do not arise in future.

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 know the status of investigation and refund. To do so, go to "Amazon ****************":
*****************************************

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/13/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 6 coffee mugs. I received them and three of them are broken. I contacted Amazon and they have asked for my ID in order to further investigate? I have sent a picture of the broken coffee mugs, and in the past, that is all I had to do. I'm unsure as to why I am not getting my money back. I am not sending in my ID. I dont think that needs to be done.
Business Response
Date: 11/15/2023
****************,

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 internal team is reviewing this and below is the response from them :

'To be eligible for a refund, we ask that you return the Sweese 16 oz Coffee Mugs Set of 6 for Latte Ice Americano Hot Tea Beverage Cocoa, Porcelain Tea Cup with Handle, Dishwasher Safe, Multicolor, Gradient Colors, ******* you ordered within the return window. You can mail your package back using the return label provided in our *********************** ************************************* ).

In most cases, after the carrier has received your return package, it takes about two weeks for us to receive and process your return. Please note that international returns take longer.

Because we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund or replacement. We may also request additional information before granting your request.

You will receive second 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. 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.'.

Please be informed that 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.

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: 20866836

I am rejecting this response because: I sent the photos of the broken mugs that arrived this way. I have called Amazon three times, and all three times, I spoke with a different customer service representatives who informed me NOT to send these items back because they would be considered a hazard due to the fact that they are broken and cracked and ready to break. I know that they will break through the shipping process.
I am also not interested in sending a photo ID of myself because there is no reason that you need a government ID to get a refund for broken mugs. If you are able to simply give me a refund for the three (3) broken mugs, that would be fine. I would like a refund for these three broken mugs. I will keep the other three.
thank you so much for your time.

Sincerely,

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

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