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

58,692 total complaints in the last 3 years.
22,039 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: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.
I have been unable to access my account ************************ for the last month or so. Someone has hacked my account and have been attempting to use my cards to make purchases. Somehow they got into my account and set up the two step verification with their information. Every time I call amazon they tell me the same thing that they will file something and wait 12 to 24 hours, meanwhile this other person has access to my account. I asked them to close it and that was not possible. Please help me get a resolution for this problem. *******************************, ********************************************************************. The email address I used is **********************
Business Response
Date: 11/16/2023
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.

Id like to first offer my sincerest apologies to you. 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 understand you're concerned about your account. To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and taken necessary actions on your account linked with *********************

Our team has responded stating "This account was sanitized. At this time two step verification is fully disabled on the account and no devices are linked to this security service". An email was sent to your registered email address on November 13, 2023. I request you to please check your inbox for the correspondence.

Please try to login and if you still have the same issue we're happy to help, but we need to verify some additional information before taking any actions. For account security purposes, this information needs to be verified either over the phone or through a chat with one of our agents. Please reach out to us via phone using the link below:

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

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

Regards,

Sahitya
Amazon.com

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

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: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 have had my Amazon account for years, not sure what is going on with this company but i submitted a return request because i received a baby bottle that is made of glass and broke in transit. Then i was told by one of their customer service reps that i need to submit my government issued ID to be able to get a refund? I pay $139 a year for this website and that is not how you treat your customers. I have had constant issues using Amazon and this is taking it way too far to ask for personal information.
Business Response
Date: 11/14/2023
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 sincerely apologize for the inconvenience caused with product. 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 112-3162545-2330655 and I see our specialist team has sent you email correspondence on your registered email address. 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.

You can contact our **************** team after 3 business days of once Id is submitted to know the status. 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: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 returned five items lately and AMAZON has received my return (per **** TRACKING and per their website. It has now been 30 days and they are refusing to refund me for these five items unless i provide them with an ID. This seems like fraud, they received my items and are holding my funds. This should be illegal to do to hold peoples funds and request you send a government issued id or you forfeit your return. One they don't communicate this information, two the customer service rep hung up on me. I am so mad right now!!!! I have a family to provide for and mailed these items back for a reason and they won't refund me!!!! i need help getting this money back
Business Response
Date: 11/14/2023
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 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 and I see our specialist team has sent you email correspondence on your registered email address with all details on why ID was requested on November 13, 2023. I request you to please check your inbox for the correspondence.

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.

"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 of receiving this message. 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: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 has received my returned Meta Gear 2 Headset October 20, 2023. They have not refunded my purchase after sending me an email confirming that I would be receiving my refund on November 8, 2023. It it now November 13, 2023 and they have begun asking for ludicrous personal information from me in order to potentially receive a refund. I am appalled and need help before I have to dispute this transaction with my financial institution.
Business Response
Date: 11/14/2023
Hello Jedidiah,

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 112-9691730-2077864 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

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

Customer Answer
Date: 11/15/2023

Complaint: 20863246

I am rejecting this response because: needing my personal identification is unacceptable especially since you did not need it when I originally made payment. I will dispute this with my bank if you dont find recourse to refund my money since you all have your package and have confirmed receiving the package.

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.
Im 3rd party seller on Amazon and aspiring brand owner. My seller-fulfilment abilities were restricted in early 2022. Im committed to growing with Amazon and remaining compliant with all policies, but I simply cant seem to gain a proper review of my appeals. To start, I wasnt offered a proper appeal format. Now it seems my appeals arent being reviewed at all. Their support team even indicated that I needed to include things that are indeed already in my appeal. I have provided direct evidence that Im ready to sell compliantly without drop shipping, but the denials seem to indicate theres no path to reinstatement. Why offer me the option to appeal if reinstatement isnt on the table? This broken appeal process is preventing me from moving forward with my goals for my brand. I am asking that my issue be forwarded to a higher-level team that can provide a comprehensive review of my appeals and reinstate my MFN/FBM account so that I can enroll with Brand Registry.
Business Response
Date: 11/15/2023
Hello,
We reviewed your account and the information you provided, and we have decided that you may not sell seller-fulfilled offers on Amazon.com.
Thank you
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 had ordered a meta quest 3 from Amazon.com to ********* which cost me about $831 (usd) includingshipping and customs. I had to exchange it since it was a defective product. Amazon didn't let me exchange and offered a refund, which was a lot of work for me but I agreed. I shipped it back with my own money. Now they're asking for private information stating "suspicious activity detected" even though this is the first time I'm ordering. They won't even let me post reviews on the product for the same "suspicious activity" reason. Anyways, now they want my personal ID to even begin processing the refund and even mentioned that I won't be able to apply for a refund if I don't give them private information like a national ID or a driver's license. The shipping back cost me about $105 (usd). In total they have a little less than a thousand dollars of my money and they're asking for personal information. They are hectic to get in touch with and just stop replying to my mails. They're liars and cheats and want to steal your private info which they explicitly state that third party companies will be getting that data. They won't even give me a compensation for the struggle I've gone through. Worst experience. I ended up sending a photo of my Driver's license because I was scared and I just found out about BBB when I reached out to reddit for help about an hour ago. Please help me get my money back and get rightfully compensated. Thank you.Amazon Order ID : ******************* Date of order was 6th of Oct 2023 Date of charge on my card was 10th of Oct 2023 Date of return requested 26th Oct 2023 Date of returning the product through DHL 3rd November 2023 (tracking ID *********** Date of amazon receiving my package returned 12th November 2023 Money involved which Amazon needs to refund me in total = $831 usd (product including shipping and customs) + $105 usd (shipping back charges) + approx $10 usd in travel and label printing(personal charges).
Business Response
Date: 11/15/2023
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 "Meta Quest 3 512GB" that you returned.

I've reviewed the details and see that out internal team has reviewed your concern and requested you to provide a valid government-issued identity document for further review.

Please find below the correspondence email sent to you on November 13, 2023 at 6:51 AM (PST)::

"Hello,

Thank you for contacting us regarding your order 112-7951516-3494603.

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

How will you verify my identity?
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:
*************************************************************

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

What happens when I submit my ID document?
We 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.

What happens if I do not submit my ID document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 112-7951516-3494603. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

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

Regards,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but i accept it since I've received my money back. This is still unacceptable since Amazon is giving private information to third-party companies in the name if verification and that is a breach of privacy.

Sincerely,

*******************************
Initial Complaint
Date:11/13/2023
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 ordered a Philips Sonicare toothbrush from Amazon back on 10/10/23. Once I received the product and tested it out, I noticed that the toothbrush was faulty and wasn't turning on. I requested a refund and shipped the product back the following week and tracking shows the item was received by Amazon's warehouse on 10/23/23. However, I noticed that I never received a refund and reached out to their customer service team yesterday (11/13/23) about the issue. This is when I found out that Amazon will not be refunding me unless I send over electronically my private information. They are requesting a copy of my identification which I do NOT feel comfortable sending over. They normally refund back to the source of payment and I do not see the reason nor need for my ID. Their claim is "abnormal activity" on my account, yet I haven't had any issues with other orders and returns.
Business Response
Date: 11/15/2023
Hello *****,

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

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

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

I've reviewed the order 111-3883541-9721805 and I see our specialist team has sent you email correspondence on your registered email address. 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."

You can contact us through your Amazon account to know the status of refund after 3 days of ID submission. To do so, go to "Amazon Customer Service":
*****************************************

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/15/2023
The response from Amazon.com regarding my complaint is outrageous. I filed a complaint as I do not see the need for the company to obtain a copy of my identification to request a refund for a product they've already received back, and their response was to send a copy of my identification. They seem to have completely ignored the nature of my complaint. In addition, I went through the company's return and refund policies and nowhere does it state that there is a requirement for the customer to send a copy of their personal identification in order to receive refunds.
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 created an Amazon business account, and I ordered two things, The one item that has the issue has been flagged by ********* and Blocked (code 48) -( see screenshot attached) due to security risk and compatibility issues. AULA has blocked all drivers on their website from downloading. So basically makes the item unusable and permanently defective until they decide to cooperate with ********* and bring their hardware up to date. This is a Chinese manufacturer that Amazon didn't disclose either which is a security risk.In addition, I asked for a refund and Amazon refused, citing I need an ID, to return which is illegal per **** rules and my state (*******) it is a violation of my rights to ask for such personal info to return an item. Mind you I had already set up a business account and provided my details to Amazon so this is just in an attempt for them to thwart returning my money. They also entered my cell phone wrong on my account, it's not surprising as their entire customer service team can barely speak English. I do not feel comfortable giving Amazon my ID because they employ illegals and people from third-world countries that compromise data integrity. AMAZON has had several data breaches which is 90% from human error and malicious employee intent. What disgusts me is they trust their cheap foreign labor more than they trust their own customers who keep them in business. I will never buy Amazon again. I want my money back and you can close my account since you think I'm some sort of suspicious person. I bought a capture card for my child and a keyboard set. ***********************, if that is suspicious then idk what isn't.
Business Response
Date: 11/15/2023
Hello Charlotte,

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 and refund. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

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

I've reviewed the order 111-3650755-3368246 and I see our specialist team has sent you email correspondence on your registered email address on November 13, 2023.

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.

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

Protecting your privacy and the security of your data is and has always been a top priority for us. If you wish to close your account, the most secure and straight-forward way to submit the request is to follow these steps:

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu. Tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and select "Close My Account."

Please note that the closure is permanent and afterwards the account will no longer be available to you. We will not be able to restore the account.

If you decide later that you want to start ordering from us again, or if you would like to use products and services that require an account, you will need to create a new account.

By requesting the closure of your Amazon account on any ********************** site, you'll also lose access to all the products and services offered across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password).This includes, among others, international Amazon sites (for example amazon.ca, amazon.fr, amazon.com.mx), and Audible, etc.

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/18/2023

Complaint: 20862951

I am rejecting this response because: Per ******* statutes and laws governing **** it is illegal to ask a consumer for identification to return a defective item. The item they sold me cannot be used per screen shots the company is not in compliance with ********* drive standards citing hacking and safety risk so the item is unusable. Not only is this a tactic of racial profiling, but it is an invasive manuever for online retailers to collect private data from its consumers to target them or resell their information which is a violation of PRIVACY AND DATA COLLECTION PRACTICES. Also This is a business account and does not have id as it is a business all documents pertaining to my business have already been provided. If the matter is not resolved I will have no choice but to contact my bank.

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

Under the curtain ******* law, there is no need for amazon to collect my id to return a proven deffective item (screen shots provided). I have the right to opt-out of such invasive data collection tacts, In which I have already done so. They have charged my card already which bears my full legal name and can return the money to the card they removed it from.

******************************************************************************************************************************************************************************************************************************.

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

If my Money is not returned with a full refund, I will dispute the charges with my bank.

Sincerely,

*********************************
Initial Complaint
Date:11/13/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had my amazon account for at least 10 years. I primarily use it for my Kindle app to read books. I have hundreds of books on my app, some just recently purchased and I haven't even had the chance to read. I do periodically make regular purchases, as well. I received an email from *************************** at 4:02 AM Sunday morning stating that they had closed my account due to violating their terms and services. "Our records show that we previously closed an account of yours for violating the terms of our Conditions of Use agreement. When we close your account for violating the terms of an agreement, you cannot open a new account or use another account to place orders on our site." I reached out to the customer service team and was told an account specialist would get back with me in ***** hours so watch my email. They reached out and gave me the same scripted response. I have never had another account with ******************** besides the one they just closed. I have never violated any of their terms. I have never even left a bad review or returned an item. Their email states that any digital purchases can still be accessed from my orders screen, however, I cannot even log into my account to get to the orders screen because it has been closed. I just want my account back and all of the books I have purchased and they refuse to do anything or give me any information aside from scripted responses.
Business Response
Date: 11/16/2023
Hello *******,

I am 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.

Upon reviewing the complaint details, I see that you are referring to the issue related to your account.

I'm sorry for the inconvenience this issue has caused.

I see that our account specialist has sent you an email confirming that your access to all Amazon partner sites has been restricted due to the closure of your Amazon.co.** account.

Please find below the email sent to you on November 14, 2023 at 3:40 AM (PST):

"Hello,

The decision to close your account was made solely by Amazon and you must address your concerns with Amazon.co.**.

Amazon.co.** found that the rate at which refunds were occurring on your account was extraordinary and could not continue. This determination means that you will no longer be able to order from any Amazon site.

While this activity is not directly related to your Amazon.com account, we cannot allow you to remain an Amazon.com customer when a partner site has taken this action."

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

Regards,

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

Complaint: 20862933

Yes, I received that response and promptly rejected it. I have never nor will I ever use Amazon.** as I reside in *******. I have never had an Amazon ** account. I have only ever had one account and that is the one that was JUST closed. After rejecting that response I received an email stating that my account access has been reinstated. While I appreciate that, I am not at all satisfied with how this entire situation was handled. There was no research done on Amazons part to verify my innocence in the matter. While I appreciate Amazons diligence in closing accounts that are actually violating terms and services, it is an unfair practice to outright close an account and not even provide the owner (me in this case) the ability to prove their innocence or provide evidence or proof to get their account back. While I am satisfied to have my account back I am worried that this nightmare will happen again. Please change your policies in how you handle these kinds of situations so that I nor another innocent person will have to jump through hoops and take drastic measures to get our account back.
I have spent hundreds of dollars on e-books and was absolutely gutted to not be able to read my books. Especially after I spent money to purchase them.
Thank you for your time.

Sincerely,

*************************
Initial Complaint
Date:11/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reached out to the Amazon customer service chat because I received an item (Brown ***** Bear Light Brown ***** Original ***** Saver and Softener, Single) that came damaged. They told me it was a non returnable item and that in order to get a refund, they need to verify my identity by submitting a photo of my ID. I found this strange, as I have never had to deal with this before, and the item was only $5 anyways. I ended up submitting my information, but now I regret it because I don't really see a reason Amazon needs my ID information. I have never had to provide my ID for any returns, but they said I wouldn't be able to get any more returns in the furture without submitting my ID information. I am wondering if this is a mistake on my end and maybe I shouldn't have provided the information. I am confused and I would like to know the best way to handle this, now that I have submitted my information.
Customer Answer
Date: 11/13/2023
I did call Amazon and they refunded me for the item, but I am still worried about them needing my ID at all, they didnt give me a good explanation nor did they notify me this was a new policy until I contacted them. I feel they should have sent an email out notifying customers they would need ID verification for refunds/returns. So I did get refunded for the item, but I am still worried about this

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