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

58,627 total complaints in the last 3 years.
22,048 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:11/13/2023
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.
Returned an item to Amazon through *** and they are asking me to verify my id to proceed with the refund
Business Response
Date: 11/15/2023
Hello ********,

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

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

While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed the order 113-4932238-6907468 and I see our specialist team has sent you email correspondence on your registered email address on November 13, 2023. I request you to please check your inbox for the correspondence.

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

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

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

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

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

Regards,

Sahitya
Amazon.com

*****************************
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.
I have been calling in multiple times about a refund for 2 items.Order # ***-3402476-1853053 for earphones TOTAL PAID $20.81 Purchased on 10-19-23, returned on 10-23-23 and was received at the Amazon warehouse on 10-25-23 Order #***-150-2549-5089856 for a book TOTAL PAID $29.41 Purchased on 10-4-23, returned on 10-23-23 and was received at the Amazon warehouse on 10-25-23 I was told I would receive the refund on Saturday 11/11 and nothing has been received. I have called so many times and this outsourcing is just GARBAGE. The language barrier is so bad that half of the people are only speaking broken English which makes each phone call last ***** minutes. This is insane!!!!I called in again today and asked where the refund was for both items and I was told to send my ID somewhere. With all of the online theft going on, I WILL NOT send my ID to anyone online. This is crazy. This is for a book and cheap earphones.Both items were returned back and Amazon has had them for 20 days now and I want my refund. They quickly took my money when I bought these items and they have been terrible with giving it back.This outsourcing for help is AWFUL.
Business Response
Date: 11/15/2023
Hello Bunni,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our specialist team needs to verify your identity before considering your request for a refund or replacement and may also request additional information before granting your request.

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

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

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

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

Complaint: 20865801

I am rejecting this response because:
I contacted my bank and put in a claim for $20.81. They also said they do not recommend any form of ID is sent anywhere online. This is for the earphones.
I am also requesting that Amazon return my money for the book as well. It was paid for by credits on my account which there should be no problem returning it as Amazon gave me the credits because of faulty deliveries in the past. You dont need an ID to return something bought on credit that you gave to me.

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.
I returned a projector that I purchased in August. Amazon said they received the project on September 5th. I noticed that I still had not received a refund for this item. I contacted Amazon customer service asking about the status of the refund/what the issue was that its taken so long and that I still have not received the refund. They said I had to provide my ID before they could continue investigating. Order #***-0045466-5789003
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 reviewed your complaint and apologies for the inconvenience you have experienced with refund on Order ID: *******************.

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.

Thank you for your cooperation.

Regards,

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

Complaint: 20865794

I am rejecting this response because:
I do not feel comfortable submitting my ID to **********************. This is very unorthodox for a retail business to require. Amazon received my return according to their system. I would like a refund without having to jump through extra hoops.
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.
Amazon has received my return and on the portal they have "completed the return" when checking the return time frame it says "refund issuance failed". I spoke to an associate and they said I need to submit my ID in order to get my refund but they gladly stated my return is completed with out returning my money. Its for 6 items in total that had return completed and show "refund issuance failed". the Order# ***-9104895-9673046 - PAVOI 14K **** ************* | Simulated Pav Diamond CZ Criss Cross Ring for Women | ************ Size 7 - 21C-R01 Stacking Ring (Yellow ******* 7)-PAVOI 18K **** Plated Rings Set | **** Stacking Rings for Women | Stacking Ring Set (Yellow ****, 7) - PAVOI 14K White **** Plated Chunky Dome Ring |Puffy Dome Stackable Rings | Womens Chunky Ring | Size 7 - PAVOI 14K White **** Plated Croissant Ring Twisted Braided **** Plated Ring | Chunky Signet Ring | Size 7 - PAVOI 14K **** ************* | Simulated Pav Diamond CZ Criss Cross Ring for Women | Yellow **** - Size 7 - 21C-R01 Stacking Ring (White ******* 7)
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 specialist team needs to verify your identity before considering your request for a refund or replacement and may also request additional information before granting your request.

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

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

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
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.
I am writing this complaint for order 114-9915077-8596235. I did not receive said merchandise and was told by an agent to write an incident report so i did. I later received an email i was going to be refunded $32.67 for it. Then the following day i was told i needed to provided an ID because they think something is abnormal with my request. There shouldnt be information like that asked and it is breaching privacy. I will like a refunded for this order as a resolution.
Business Response
Date: 11/15/2023
Hello ******,

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

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

While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed the order 114-9915077-8596235 and I see our specialist team has sent you email correspondence on your registered email address November 9, 2023 with all details on why ID was requested. I request you to please check your inbox for the correspondence.

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

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

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

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

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/13/2023
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.
I ordered a nursing scrub for my sister from Amazon which was supposed to be delivered on the 31st of October. After waiting the item was delivered on the 4th of November, however, the item shipped to me was not as the same as ordered. The item has been returned to Amazon, when I contacted them for my refund they demanded a photo ID for verification before they would refund me. Amazon received my return on the 9th of November.
Business Response
Date: 11/18/2023
Hello *********,

I'm Himaja 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 to hear about the issue you faced with your "Healing Hands Womens Scrubs Pants" that was purchased on our website.

I understand that you are concerned about the refund on the return of this item.

Upon reviewing, I see that we've received your identification proofs and a full refund worth $40.27 has been issued on November 16, 2023. Please give your bank 5 to 7 business days to process the same.

You can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

I also understand that you are concerned about submitting identification proofs for refund. For certain orders, our Specialist team requires a government issued identity proof to investigate it further. However, for normal orders, the process is still unchanged. You'd receive refund once the item is received at 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":
************************************************************************************

Thank you for your understanding. We hope to see you again soon.

Regards,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************
Initial Complaint
Date:11/13/2023
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.
I bought a hair dryer on Amazon (ORDER # ***-1360171-5021049), I bought it brand new, but they sent me an old one that was used, so I returned the hair dryer. However, after I returned the product, Amazon sent me an email saying that I needed to upload my ID to get a refund. If I didn't upload my ID, I wouldn't be able to get a refund. I don't know what kind of overlord clause this is, I think it's inappropriate. I hope Amazon will refund me as soon as possible without any rude requirements. Because I have returned the product intact.
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 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 an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

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

Complaint: 20865539

I am rejecting this response because:

I have returned the product to you and you have received the product, so you should give me a refund. My ID is my personal privacy. It is ridiculous that I need to provide my ID for you to review then you will consider the refund to me. When I complained to BBB here, it means that the account was used by myself and without any security problem. Unless you have a sufficient reason to ask me for ID, I have no obligation to provide it to you. You should refund me immediately without any additional conditions after you receive the goods and confirm that they are correct. (Actually you made mistake that you send me the worry item so that I return it.) Otherwise, I think you are embezzling the buyer's personal property. If necessary, I will use legal weapons to protect my own privacy and property rights.
Thank you!
Sincerely,

*************
Initial Complaint
Date:11/13/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Amazons product Ring Video Doorbell on Amazon.com on Oct 11, 2023. The product does not meet the expectations as mentioned on their website. When requesting to return the un-used product for full refund, they declined me the return without providing any reason. Right after the call with their support agent, I also got an email requesting details of my government-issued ID from **********************, with a disclaimer that if I fail to do so, I will not be able to return the product. I am not comfortable sending the company my ID details along with document proof, and I would like to request BBB to review this activity by the company.
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 reviewed your complaint and apologies for the inconvenience you have experienced with return of Order ID: *******************.

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.

Thank you for your cooperation.

Regards,

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

Complaint: 20865538

I am rejecting this response because: I do not feel comfortable sharing my personal identification documents to Amazon as their justification to demand the same is not valid.
I am requesting to return the product for a full refund, from the same Amazon account that I used to place the order, and also requesting the refund to the same credit card that was originally used to place the order. I do not think the reason to ask for identification proof in this regards is justified.
Sincerely,

***********************
Initial Complaint
Date:11/13/2023
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.
Amazon scams consumers out of money and they do not get items to the consumer in a reasonable amount of time. I have been a prime member for years but I see few of the benefits that come with it. I live in ***********, and while I know this complicates shipping to some extent, but many of the issues I experience happen before the item even leaves *****************. When I purchase an item, most of them do not even leave an Amazon Warehouse for over a month after I purchase them even though I pay for prime and the items are prime eligible. Most of the time, when they do ship they don't arrive by the promised date. Any time I call to complain about this issue, they just tell me that the item wasn't at the nearest warehouse so it was delayed. It doesn't take a month for an item to get from one warehouse to another. Additionally, they will not price match their own prices. For example, I purchased a tablet for $499. It went on sale 3 days later and my order had not been charged or shipped yet. I contacted them to see if they could honor it and they told me to cancel and reorder... pushing my order out even further. If it has not even charged to my account yet, why can't they honor it? If I had more options on the island, I would have cancelled a long time ago. They truly do not care about their consumers. I want compensation for some of the prime fees I have been paying as I have not been given the prime benefits in return.
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 reviewed your complaint and apologies for the inconvenience you have experienced with shipping outside *************.

I know this has been a disappointing experience for you, therefore, I have forwarded all your comments to the attention of our appropriate department in our company to let them know about your experiences and we'll make sure the appropriate people will take necessary action so that we will mitigate such instances with your future orders.

Unfortunately we are unable to provide any refund for prime membership fee due to limitations.

Thank you for your cooperation.

Regards,

*****************************.
Initial Complaint
Date:11/13/2023
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.
Item in order 111-7320043-0810649 came with dents and scratches on the product. Item was Homebody Multi-Bell Bar - Convert Dumbbells into a Barbell Set. Looks like it was already used eventhough I bought new
Business Response
Date: 11/16/2023
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 that you have received a damaged item Order ID: ******************* and it looks like it was already used. I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

Upon checking I see that this is a returnable item and it is within the return window. Please return the item for a refund.

Thank you for your patience and understanding.

Regards,
Pratap

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