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

58,606 total complaints in the last 3 years.
22,063 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:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought an item on amazon.com order # ***-0497479-7008247, after i ordered the item i was able to find a used on also on amazon.com. I start the return process and amazon tells me to provide my own shipping back to their return center. Which i have them send me a the required lable that has to be attached to package. After I receive that I ship item back to amazon using **** on 10/14 (********************** is tracking info). Someone from amazon picks up item on 10/19. I check status of return and it still shows it pending for them to receive it. I wait 10 days and still website shows they are pending to receive it. I call on 10/29 and talk to a rep who i ask why they haven't marked it as received, I believe the rep ************* me as she cancelled the return. She stated i will no longer receive messages telling me to return the item. I asked why she cancelled my return when all i asked for them to mark it as received. She tells me i have to wait as return center can take longer to process returns. I wait another 3 days with no updates and i message amazon using their chat service where a rep told me he will process the refund and send me email. Another 2 days past no refund or email I call in again and this rep tells me i have to send in picture of receipt from **** showing I sent in item. After i send in receipt i don't hear back so i call again this time they told me i have to wait till 11/13. On 11/13 I called again asking for refund on item i sent back and now they tell me my account has been flagged for suspicious activity and now need a copy of my i.d. to process refund. After getting email it says the are investigating me and they might deny my refund. I sent the item back like they asked and now they are trying to refuse me my refund. They have stated in email they have received my item. i have attached pdf copies of all email amazon sent me
Business Response
Date: 11/21/2023
Hello,

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

I'm sorry for the inconvenience caused regarding your order. I've shared your feedback with our concerned team for the improvement.

We have issued a full refund of $1106.89 back to your original payment method on Wednesday, November 15, 2023 at 10:28 PM (PST). This refund should reflect back on your billing statement as per the card issuing bank norms.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 11/21/2023

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.
Amazon is refusing to refund my money on an item that I returned without submitting ID to them. This is borderline criminal and a horrible business practice. They have had the item for 18+ days, and refuse to refund the without ID.
Business Response
Date: 11/16/2023
Hello,

We have denied the customers request for a refund of USD ****** under order 112-4962030-3531412 as customer raised a chargeback dispute and the dispute is still pending with their bank. We wait for customer's bank to respond with an update on the dispute before taking any action to avoid duplicate charges on customer's account.
We request customer to reach out to their card issuer for faster resolution.

Sincerely,
*****
Amazon.com
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.
I have been a valued client with Amazon and a Prime Member for over 5 years. Up until recent Ive had no concerns with Amazon and the way in which they conduct their business operation and order fulfillment. I only have delivery of all items set to my residential address and no other addresses on file. Recently I placed 3 separate orders, all of which have been routed /delivered to another address (unknown to me) in central region of *******. I reside in south western *******. When I attempted to bring this issue up to Amazon customer service they insisted that it was an address I had selected and refused to assist and or provide a remedy. I explained that my account only shows the one ship to address and when I place orders there is no other address that Im able to select. I also required a refund to be issued for the items ordered and not received and was told that I opted to select the unknown to me address and therefore I do not qualify for a refund. There was no other recourse for me to utilize and or actual solution provided to ensure that future deliveries would not be again be routed to this unknown address. The lack of decorum, customer service on behalf of a company as large as Amazon is off putting to say the least and completely unacceptable.
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 reviewed your complaint and apologies for the inconvenience you have experienced with orders being delivered to wrong address.

Request you to help us with the 3 order numbers which you mentioned and confirm your registered email address or phone number by replying on this email.

Once the requested details are provided, we will review the orders and help you with the concern.

Thank you for your cooperation.

Regards,

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

Complaint: 20861660

I am rejecting this response because:
I am seeking remedial action by Amazon to ensure that any future orders will not be continuously delivered to the wrong address (unknown to me). To date based on several attempt to contact Amazon (4 separate occasions) on Sunday November 12th, although Amazon expressed that there must be a technical glitch in their system they are unable to address the issue related to my orders being delivered to the wrong address and insisted that I selected this address when checking orders out online and confirming delivery address. I attempted to reiterate that the address to which the orders are being randomly delivered in error is not a known to me address and or one that is on m amazon address list. Given the footprint that Amazon has in the ecommerce industry, it is perplexing and daunting that a resolution is not being provided to ensure valued prime customers can have reassurance that when orders are placed and paid for, the respective order will be delivered to appropriate address and a one known to the customer. As it is given ********************** technical glitch I've had to seek refunds for each of the three orders, being told each time that I am the one in the wrong and if this continues to happen a refund will not be issued.
Attached are requested by Amazon three order numbers associated to the delivery to wrong address (unknown to me) and not a part of my Amazon address list. The only address on file is my residential address which is the default address and only one selected upon orders being placed.
If remedial action is not taken to correct this technical address glitch on part of Amazon, I am prepared to legal substantiate that the aforementioned wrong address where orders are being delivered is in no way associated to me, my place of residence or anyone related.
I would expect follow up to this including a viable solution to ensure I am able to continue placing orders with ease and have them delivered to my residence in ****** *******.
Sincerely,

*****************************
Business Response
Date: 11/16/2023
Hello ****,

Thank you for writing back to us. I've provided the BBB with a copy of this message.

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.

For Order ID: ******************** & Order ID: *******************, refunds of CDN$100.72 and CDN$ ***** are processed on Sunday, November 12, 2023.
These refunds will reflect in your original payment method in 3-5 business days.

Unfortunately we are unable to locate the Order Number: 701-9326031-9654621 amounting CDN$30.05 on your Amazon account.

Request you to help us with the tracking ID of the order and 9 digit alphanumeric charge ID from your bank statement for CDN$30.50.

Once reviewed, we will check and get back to you with update on the order.

Please be assured, we are escalating this to the concerned team to safeguard your account.

Thank you for your cooperation.

Regards,

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

Complaint: 20861660

Thank you for your response.

Further to your feedback, with regard to the third order and amount of $30.05, Ive attached once again the images taken from my Amazon account referencing the order details including the wrong address the oder was delivered to on November 10th. As with the other two orders, please confirm that a full refund will be issued for this order.

In terms of the remedial action Im seeking, my primary concern /request, is that this technical issue on part of Amazon be resolved so I have full confidence in being able to place orders, assured that it will be delivered to my actual /correct home address.

As a valued and long standing Amazon prime client, I would expect this to be a reasonable request and one that Amazon would not only oblige but fulfill in a timely manner so no further inconvenience is incurred on my part as the valued client.

Further to your provided statements I trust necessary actions will be taken to resolve this and mitigate such instances in relation future orders.

Please confirm that to be the case.

Regards,
*****************************
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.
#1i returned two items that I paid for on my credit card # my money was never refunded and you still have the items # I refuse to send my id for verification because that is illegal to demand my id after I already gave you possession of the items So either send my items back to me or refund my money I do not have to show my id to any vendor after they already accept the item for return , please use your brain ?? Amazon still refuses to refund my money or return my items so Ive essentially been robbed , they didnt ask for I.d until after they already had the items in their possession had I known they were going to do this I wouldve kept the items and sold them on **** or something, now I lost money for nothing and time and transportation to go drop off the return all to get robbed by Amazon @jeffbezos @davidzapolsky yall a** is grass ????
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 113-7468519-4306664

Our specialist team 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.

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.

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 and provide an update.

Thank you for your patience and understanding.

Regards,

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

Complaint: 20861612

I am rejecting this response because: I returned both the items to the merchant in person at Amazon Fresh and it was received as you can see in the attachments please read all attachments currently and previously attached for proof that they received the item and are now demanding my I.d. For me to be eligible for a refund and are threatening to deny me a refund if I dont provide my identification which was not previously stated to me or in their return instructions , because if it was I wouldve never returned the items I wouldve instead sold them myself on **** or a garage sale , I would never provide my i.d online because if Amazons data is breached my identity will be stolen (Im not worried about my credit or debit card information being compromised because I can cancel my card and get a brand new number) if my i.d. Is stolen online I will not be able to change my identification number on my id and will have to worry forever who has access to my i.d. Or drivers license number which never changes as well as my date of birth and home address, my credit card doesnt reveal that , right ? Am I correct? So I politely informed Amazon several times that I will not be providing my id for a return under any circumstances and if I was previously informed I wouldve never given you guys the items first , so now that you guys have possession of the items I paid for with my credit card you need to either refund my money or send the item back to me because I now have nothing and I paid for 2 items that I now dont have that Amazon now has and are holding hostage until I show identification, send the items back to me or refund my money , I paid for the items already!!!!!!!!!! This is theft and a class action lawsuit for all the millions of Amazon customers who get robbed for their returns by Amazon demanding identification after they already have possession of the returned item at their Amazon facility that I paid for this is Theft and a class action lawsuit I repeat Amazons policy ( even though its not stated in their policy but they did demand via email ) can not and does not over rule law and we can go to federal court and contact the FEDERAL TRADE COMMISSION
Amazon has the items I paid for in their possession. Point blank period , Im not a robot and I will not be robbed by their automated system algorithm built to rob hard working people by telling them if they dont provide an id they wont get their money or items back they just get robbed , they shouldve stated that in writing in the return instructions or their policy before they accepted and received my returns , you guys better think deep on this one ***************** and have a wise human respond to this and not a robot that sent the same response to the BBB that they emailed me demanding my identification days ago , a simple robot copy and paste , just like the robot algorithm that demanded my id yet didnt acknowledge the fact that they already had possession of the items that i paid for and hadnt returned my money so even if I dont provide my identification they should return the items since i already paid for them or return my money , they cant hold the items hostage that I paid for , if they dont want to give me the items back they should return my money , but they cant keep both the items and my money and at the rate that they sale items and do returns daily if this is there method of practice they are robbing consumers blind , plenty people dont have id or will refuse to provide it for various reasons ; lost it , too young, identity can be stolen , fear of data breach or whatever. Amazon is not law enforcement agency and cant demand identification after they already have accepted the return of an item a consumer paid for and have it in their possession and demanding I.d. And are now refusing to honor the return that was already accepted by them and they have the item and the consumers money , this is organized theft by Amazon on a mass scale , the people at Amazon that created this algorithm knows the rate of consumers that are being robbed blind by this process and this should be investigated by the FEDERAL TRADE COMMISSION
Sincerely,

***************************
Customer Answer
Date: 11/15/2023
Im filing a lawsuit against BBB for closing this complaint immediately after my response and not making an effort to even read my response
Customer Answer
Date: 11/15/2023
Im filing a lawsuit against BBB for closing this complaint immediately after my response and not making an effort to even read my response
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 ordered a *** for a computer on October 2nd 2023 2 Days later the order was described as delivered with no image of the delivery as Amazon's delivery drivers usually take a picture of it on your doorstep I waited over a week asked all my neighbors and was told by an Amazon associate that sometimes this mishap happens where a delivery driver accidentally marks it as delivered but it's still on the truck and it could arrive any day it never arrived so they sent me a replacement the *** in question overheated in my computer despite my computer having ample heat dissipation which caused.it to be very slow so I return the item after a month of waiting for a refund I contacted Amazon associates through 4 times and they told me the matter was resolved and I will receive my refund any day on the fifth time they flagged my account for abnormal activity because I kept asking about the refund now they want a picture of my identification which I'm not comfortable providing as I don't know what they want it for who sees it where they store the picture and it feels like an invasion of my privacy and rights the refund is to be applied to my gift card balance not in the form of currency so I do not see why they are stonewalling me on this
Business Response
Date: 11/14/2023
Hello,

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

I'm sorry for the inconvenience caused regarding refund for the returned order.

I see our team have noticed abnormal activity on your account hence we need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

I request you to please share the requested details by visiting the secured link shared on your registered email id. Once we receive it and verify the details, our team will be able to help you further.

Rest assured, all personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

I appreciate your cooperation.

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

We look forward to seeing you again soon.

Regards,

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

Complaint: 20861607

I am rejecting this response because: I sent the item in question back and Amazon received it. I don't understand why my identification card is needed when Amazon already has all of my information. I'm the owner of the account it is otherwise secure. I'm a paying, loyal customer who has also been a member of ********************** for years. What is this "unusual activity" that has been spoken of. So far Amazon has requested actions from me with no explanation, and is suspiciously devoid of information. From my view I've already done my part.

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 ordered a turtle beach gaming head set from amazon and I returned the product becuase It did not function correctly. This return occurred in June 2023. Amazon has not contacted me about a refund nor have i recieved a refund. I contact them yesterday and they told me I need to send my ID and personal information so they could investigate me and my return under the guise that I have suspicious activity on my account. Then they told me if I didn't cooperate by sending personal information then I would not recieve a refund and they would not return my bought and paid for turtle beach headset either. This seems like a total scam as I have spent thousand of dollars at Amazon this year alone. On top of that now my account says the item was lost in transit on the return trip to amazon.
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 patience and understanding.

Regards,

*****************************.
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 got my account closed, i copied the reason from Amazon Email "Why did this happen? We have taken this measure because our records show that your account is directly linked to another account that we previously closed for violating of our Conditions of Use." And says nothing more or email linked i have and active Prime Account for *************************** and Free shipping (1 Year)
Business Response
Date: 11/24/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to your account.

After careful review, we see the information communicated by our team is correct. We have taken this measure because our records show that your account is directly linked to another account that we previously closed for violating of our Conditions of Use. As a result, you may not open a new account or use another account to place orders on our store.

Under the Amazon Conditions of Use, we reserve the right to refuse service, terminate accounts and terminate your rights to use Amazon Services. To review our policies, go to Conditions of Use:
www.amazon.com/conditionsofuse

If you believe that there has been an error, you can respond to the email sent from ****************************, so that the team will review and revert back with an update on it.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/25/2023
They returned my account but limited I asked why and they told me something about refunds I asked what the problem was and they realized it was a mistake so my account is normal again.
I see that they are false positives
My account is fine now.

Thank you
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 requested a refund on sep 23 and its been ********************************************************************************************************* to provide a id which i will not be doing sharing a id with stranger on the internet asked me for a picture for product which i provided and still they do this.
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 am sorry for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.
I would request you to please write back with the order ids and item name. You can look up your orders online through Your Account ***********************/your-account).
We appreciate your time and patience in these regards.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/14/2023
they asked me to provide the order number and name so here they are Order ID: *******************
Item name:
Monthly Girl Loona - [Yves] ***************** Ver CD+Digipak+Booklet+PhotoCard K-POP SEALED

other than that now any problem i have with amazon they ask for my id which is not written in the policy what do i do if the workers start asking me again for a id its shameless and they close the customer support request on me when i request to speak to a supervisor or say they are 'busy' every time
Customer Answer
Date: 11/16/2023

Complaint: 20861491

I am rejecting this response because: they are still asking for my id for a refund which was never in the amazon return policy and they say i have 'abnormal activity' which me returning items after they come extremely damaged after i pay international shipping and import fees the least yall could do is give me my item undamaged and when i return it its 'abnormal'

Sincerely,

*****
Business Response
Date: 11/20/2023
Hello,

I'm ********* from Amazon.com.

Thank you for writing back to ** with the order ID *******************.
In order to proceed further, kindly upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

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

Thank you for your patience and understanding in this regard.

Regards,

*********
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 placed an order for a new car head unit through amazon. Due to the nature of this kind of product, defects can only be seen or identified after installation.Installation of a car head unit requires professional services, this cost me $300.After installation, it was discovered that the head unit was partially defective, slow, unresponsive, and in majority not as advertised.Given that it would cost me another $300 to have the head unit removed in order to return it, I attempted to contact amazon willing to settle for a partial refund on the head unit.Unfortunatly, after keeping me on hold for almost an hour, they refused to accept any resolution other than me mailing the unit back - and thus, costing me $600 in install/reinstall fees. Asking for the unit to be returned is an unreasonable request when that is the fee to do so. Hence why I attempted to negotiate a partial refund in order to not lose $600 on this transaction. They refused, claiming the order was not handled by them and thus they could not issue a partial refund. As you can see, there is nothing on the store page that says the item was not shipped and sold by amazon, so that excuse was a lie.I have attempted to negotiate in good faith and was lied to and dismissed out of hand.I am choosing to make one final attempt here to negotiate in good faith.
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.

Im sorry to learn about the problem with the order #***-0729784-6109049 and about the costs incurred in installing the item. It is certainly not what we expect our customers to go through.

I understand that you'd prefer a discount or partial refund against this order, however, as this item was only fulfilled by Amazon but sold by a seller, a partial refund is not possible.

Item sold by sellers can only be returned for a refund within 30 days of delivery date.

For all items available on our website, you can check under "Add to cart" and "Buy now" to find 'Sold by' information.

Thank you for your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/14/2023
The buisness's response was the same copy-pasted response they gave me before, and reiterated their claim that they cannot do anything.
They also reiterated their lie that the item was sold by someone else and therefore they have no liability, which is a lie as I showed in my attachment.
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.
Order 114-5912383-2343407. **************** has been no assistance. My item arrived in a shredded bag with damage to the item! I was shirked around from chat rep to chat rep in cold xfer after cold xfer of chats with no new rep ever knowing what had been done before which was nothing as those reps kept closing chats or just never responding! I am trying to get a replacement or refund and now reps in other countries keep telling me my ID is required! My ID has never been required of any return with any company! I have no idea who these reps are or what they are doing with my federally Confidential and protected information. Under PII they can't even ask for that without reason to which they have failed to provide on a standard return! I have no bag to put this back into and was told to go buy one! That is ridiculous amazon didn't even check my item before it was sent out and it had damage from the factory. Then chat advised I speak with the seller who then refers me back to customer support chat! The seller is stating it's an Amazon issue just file a return. I am trying to return the item and just require a way to do so and one thay doesn't require me providing an ID without cause!I have been treated horribly by customer care who did not care at all and just shuffled me off over and over and over. I just want my money back or a replacement sweater that is what I am trying to achieve and do so within the normal confies but amazon is failing to assist me and the seller did not offer any help!
Business Response
Date: 11/14/2023
Hello ******,

I'm Najam 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.

Im sorry to learn that you received the item from order #***-5912383-2343407 in that condition. It is certainly not what we expect our customers to go through.

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 proof submission.

I request you to kindly return the item and we will issue a refund as soon as return is received and processed.

I also assure you that we will review previous conversations and if your query wasn't handled efficiently, our colleagues will be coached accordingly.

Thank you for your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************

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