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

58,777 total complaints in the last 3 years.
21,921 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: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
***********************************
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 started an Amazon return online on 11/2/23 d/t the processor purchased being the wrong version. Based on the information provided on their website, I opted to get the refund via my Amazon acct. vs. back to my credit card because they indicated it would prevent an additional charge & would expedite the return. The item was sent back on the same day and received by them on 11/8/23. The refund was anticipated on 11/24/23. This seemed a bit long so I chatted with customer service on 11/12/23 to inquire about this. I was told that because of the amount of the return, it would be the same time regardless of whether it went to my card or account. I asked if it could be modified to go to my credit card instead so I could purchase the correct version immediately using my cc knowing that the return would eventually hit that card rather than be on my account. He said no. I asked to speak with a supervisor and was told someone from the specialist team would email me within 24 hours. Shortly thereafter, I received an email stating that because of "abnormal activity" on my account, I would need to upload identification or lose my refund and any right to investigate this further. I called to speak with a rep as this seemed retaliatory as there was no "unusual activity." I spoke with 3 different reps who each referred me to the succeeding person and each contradicting the other and being unable to answer my question about "abnormal activity" on my account, the last of whom hung up on me. I called back and spoke with a fourth person who referred me to a 5th who advise me to respond to the email that was sent to me to ask the team in charge of that what the activity was; however, the email came from a "no reply" address, so I am still left without an answer and without knowing what company would actually have my ID if I upload it as I was told it is a 3rd party but no one would tell me who that company was, and being threatened to lose my refund if I don't blindly upload.
Business Response
Date: 11/14/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 112-6511051-5720212.
After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

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

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/14/2023
In response to Amazon:
Hello,

There are a few concerns that you continue to disregard in all responses I have had to date from any staff member at Amazon.

No one will answer what suspicious activity on my account has prompted this and continue to re-route me to other agents who also can't tell me. I find this particularly concerning and a bit suspicious in and of itself given that this "unusual activity" concern coincidentally surfaced when I contacted Amazon with a concern.
No one will communicate with me who I would be sharing my identification with outside of Amazon AND when I initially clicked on the link, my antivirus software prevented this noting that it was an unsafe site; so, I'm not feeling real comfortable about providing such information in this manner.
I would appreciate actual responses to the questions posed rather than reiterating the same message that has been shared with me repeatedly while disregarding my questions and concerns. I would also appreciate some recognition of the blatant disrespect your staff member showed to me by hanging up on me rather than aiding me in getting answers to the aforementioned questions. The things I am asking before providing my ID are NOT unreasonable.

Lastly, and very interestingly, despite NOT uploading my ID yet, I received the following email shortly after submitting my BBB complaint. So, I am very interested to know whose ID was uploaded and/or if the one rep I spoke with during that fiasco of transferred calls and inconsistent answers may have overridden this (I.e. the rep who told me that I could "disregard" the email requesting me to upload my ID b/c the request I had suggested was to put the refund back on my credit card vs. to my Amazon account. She noted that had my request gone the other direction and I had asked to change it from my credit card to my Amazon account, then I'd need to upload my ID): Can you please provide me with an explanation for this email (below)?

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

You

Your Account ********************
Message From Customer Service
Hello,

Thank you for uploading your ID.

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

Please contact us again after 3 days that you submitted your ID. After that date, we'll be able to share the outcome of the investigation and if we need to take additional actions.

Thanks for your understanding.

We'd appreciate your feedback. Please use the buttons below to vote about your experience today.

Best regards,
**********
Amazon.com
Customer Answer
Date: 11/14/2023

Complaint: 20861385

I am rejecting this response because:
There are a few concerns that you (Amazon) continue to disregard in all responses I have had to date from any staff member at Amazon.

No one will answer what suspicious activity on my account has prompted this and continue to re-route me to other agents who also can't tell me. I find this particularly concerning and a bit suspicious in and of itself given that this "unusual activity" concern coincidentally surfaced when I contacted Amazon with a concern.
No one will communicate with me who I would be sharing my identification with outside of Amazon AND when I initially clicked on the link, my antivirus software prevented this noting that it was an unsafe site; so, I'm not feeling real comfortable about providing such information in this manner.
I would appreciate actual responses to the questions posed rather than reiterating the same message that has been shared with me repeatedly while disregarding my questions and concerns. I would also appreciate some recognition of the blatant disrespect your staff member showed to me by hanging up on me rather than aiding me in getting answers to the aforementioned questions. The things I am asking before providing my ID are NOT unreasonable.

Lastly, and very interestingly, despite NOT uploading my ID yet, I received the following email shortly after submitting my BBB complaint. So, I am very interested to know whose ID was uploaded and/or if the one rep I spoke with during that fiasco of transferred calls and inconsistent answers may have overridden this (I.e. the rep who told me that I could "disregard" the email requesting me to upload my ID b/c the request I had suggested was to put the refund back on my credit card vs. to my Amazon account. She noted that had my request gone the other direction and I had asked to change it from my credit card to my Amazon account, then I'd need to upload my ID): Can you please provide me with an explanation for this email (below)?

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

You

Your Account ********************
Message From Customer Service
Hello,

Thank you for uploading your ID.

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

Please contact us again after 3 days that you submitted your ID. After that date, we'll be able to share the outcome of the investigation and if we need to take additional actions.

Thanks for your understanding.

We'd appreciate your feedback. Please use the buttons below to vote about your experience today.

Best regards,
**********
Amazon.com

Sincerely,

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

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

Thank you for writing back to us.

Its an automated email generated, when the link is clicked, however if you've not uploaded the ** you can disregard the email and upload the ** before it is expired. We do not have any reported issues with the link or flagged as suspicious link.

The ** you would be sharing is routed within our internal team in Amazon for review. I request you kindly cooperate with our specialist team and follow the instructions shared in the email to proceed further with our investigation for an outcome.

Thank you for your patience and understanding in this regard.
Regards,
*********
Customer Answer
Date: 11/17/2023

Complaint: 20861385

I am rejecting this response because: It has not addressed my concerns and inquiries. The representative requested that I cooperate with him but seems to be confused about what this term means. Cooperation suggests two parties working together to find a resolution; however, what Amazon is asking of me is to blindly comply with their demands dismissive of my concerns and perspective much like a parent to a child.
Lets briefly review the facts:
1) I purchased an item online that turned out to be the wrong version for what is was needed
2) I returned the item, unopened, the same day it was received in accordance with Amazon policy and directions
3) I chose to have the refund applied to my Amazon account rather than back to my credit card BECAUSE the information provided online during the return indicated that doing so would result in a faster refund time and no additional fees.
4) Despite the return being received back to Amazon on November 8, 2023, my refund was anticipated for 11/24/23, much longer than I had expected.
5) I contacted Amazon via chat to inquire as to why the refund would take so long despite the option to apply to my Amazon account. I was told b/c of the amount of the refund, it would take longer regardless of which account it was applied to (i.e. Amazon or credit card). I requested if this could be modified then to go back to my original payment method so I could proceed with buying the right product before receiving my refund as I wouldnt want to pay for both the original and the correct product on my credit card if the refund was going to end up on my Amazon account. I was told no and after expressing my concerns with the misrepresentation online re: refunds and requesting to speak with a supervisor. I was told someone would be in touch with me by email within 24 hours to address my concern.
6) Instead of hearing from a supervisor to address my concern as indicated, I received an email stating I needed to upload my ID or lose my refund altogether as well as the right to express a concern.
7) I contacted Amazon to inquire about this request and the sudden unusual activity and spoke to 3 different peopleALL of whom tell me something different, NONE of whom resolve the matter, and ONE who hung up on me.
8) In a frustrated effort to resolve this, I relent and click on the link to upload my ID and I get a warning from my antivirus software that the site is a potential risk, so I opt not to continue.
Now, in Amazons response, they fail to address any of my concerns EXCEPT to say that they have not had any indication of the link or site being a potential risk; therefore, my program must be wrong and I need to just cooperate with them and do as Im told. They even failed to offer me an alternative option to provide them with my verification when I inquired about this (i.e.attempted to cooperate with them). And, as an aside, I dont have an active link to even attempt to upload my ID if I was so inclined.
Bottom line, with or without my ID, there is NO reason whatsoever why Amazon cannot return my money to my original payment method (my credit card) regardless of any so-called unusual activity on my Amazon account as the two are not connected. It would be different if I was asking for the money to be applied to my Amazon account instead of my credit card IF there were unusual activity on my account, but that is not the case here. In fact, please review the phone recordings because that is also what the first rep I spoke to when I called Amazon indicated before she transferred me to the team who was supposed to assist me with addressing that but did not.
So, I am asking one more time for you to return MY money to MY credit card ASAP so we can close out this case. There is no reason this needed to get to this point and it would be greatly appreciated if Amazon would take an objective look at the situation and their wrongs within it and make it right without asking me to jump through unnecessary hoops as some form of retaliation.

Sincerely,

*******************
Customer Answer
Date: 11/17/2023
This is what I received when attempting to go the site to upload my ID regardless of **********************'s denial of any such reports. I was able to track down the link again and tried it only to get the same result.
Business Response
Date: 11/20/2023
Hello,

I'm Prashanth from Amazon.com.

I've checked and I can see that there is a refund processed for the order on November 19, 2023 for $419.78 in gift card. You can view your balance and usage history in Your Account here:

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

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 11/22/2023
Hello, I wanted to provide a bit more information before I **** this complaint as "resolved" as it was resolved in spite of Amazon who seemed to suddenly "resolve" the issue AFTER I contacted my credit card company and started disputed the charge explaining that I had returned the item and Amazon was refusing to refund my money to my credit card as requested. They initiated the investigation and posted the full amount back to my card. It was a day after this posted to my credit card (and presumably Amazon was contacted) that Amazon sent me a notification that my Amazon account had been credited (even though I never did upload my ID which they kept insisting HAD to be done in order to credit my account). So,I am will **** this situation as resolved but want to note that it was my credit card company who swiftly resolved the issue in contrast to Amazon who I don't believe would have taken the step to return the money had the credit card company not done so on their behalf. Thank you for your assistance with this complaint.
Customer Answer
Date: 11/22/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is confusing to me as the money had already be reclaimed via my ******************* with whom I had filed a dispute. However, the issue is resolved at this time to my satisfaction. Thank you.

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 have returned items more than 2 weeks ago and per their policy I am supposed to receive a refund atleast within 30 days of returning. The given. time has passed and Amazon has confirmed of receiving the items in warehouse but yet did not process a refund to me. This is really ridiculous and disappoing customer service and that too of me being a Prime account holder since years.
Customer Answer
Date: 11/13/2023
I haven't received return for multiple items even after the customer service has confirmed that the warehouse has received the items but they won't issue me a refund. It is ridiculous because it has been more than ***** days and I have to reach out to them every 3-5 days.
Business Response
Date: 11/14/2023
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 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. 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: 11/17/2023
Hi,
Thanks for responding here. Every order number has atleast one or more items whose refund has not being processed. It is unsual that I have sent all the returns together via *** and even so, I received return for some while not for others.
While placing amazon orders, you guys process orders without a question or anything but when it comes to issuing refund, there is always some follow-up needed. If I was not keeping a track and if i had not reached out regarding this, pretty sure i would never receive a refund.
Worst part is most of the customer service agents i had chat with via amazon website, confirmed to have received the items. So, I don't understand what the delay is for. I understand you need to process and you have your own procedure to follow, but it has been close to 1-2 months now which is bad.
The only reason for me to use amazon even after so many issues is the 2 day delivery service, hence i usually order things online because of the convenience and make sure the returns are made on time and properly hand pack them in the condition that I received them. Even after that, i have been constantly reaching out to support and have not received any help in my favor so far.
Please find the order numbers below -
1. ORDER # 111-5581901-8731457
2. ORDER # 111-1628370-9360219

3. ORDER # 111-5884411-9267415

4. ORDER # 111-3118345-8110600

5. ORDER # 111-5116183-7937847

6. ORDER # 111-7486935-2987409

7. ORDER # 111-8052148-6324219

8. ORDER # 111-6059787-4121001

Let me know if you have any other questions.
Customer Answer
Date: 11/20/2023
@*********/Amazon - I am rejecting this response because I still haven't received a refund yet, and this process is getting delayed even further.
I have already given order numbers, and now I am being asked for some other details which can clearly be obtained from the ***** IDs. This is really frustrating and disappointing at the same time. Anyways, see below, and I have attached Labels/QR Codes as well for reference.
RETURN ID - ****** dbRRMA ; Tracking Number - 1Z6E55409062399488 ; Status - Delivered
Items are:
1. ODODOS Daily Sling Bag with Adjustable Straps Crossbody Chest Bag Lightweight Small Backpack for Casual Traveling Hiking
2.Kopari Sun Shield Body Glow | SPF 50 UV Protection Sheer Sunscreen Gold Shimmer Mica | Sweat and Water Resistant | Antioxidant *************** Cruelty Free | Macadamia Hibiscus Avocado Coconut Oils
3.Nudestix Nudies Matte Lux Cream ***** 3-in-1 All Over Face Colour For Cheeks Eyes and Lips w/Blending ***** (Juicy Melons)
4.StickyGrippy Suction Phone Case Mount, Silicon Adhesive Phone Accessory for iPhone and Android, Hands-Free Fidget Toy Mirror Shower Phone Holder, Tiktok Videos and Selfies (Black)
5.Gaiatop Portable Handheld Fan, Foldable Small Fan, Mini Hand Held Fan with USB Rechargeable 2000mAh Battery, Eyelash Fan for Girls, Travel For Women, Outdoor, Pink
6.NYX PROFESSIONAL MAKEUP ******* Lip Drip, Moisturizing, Shiny and Vegan Tinted Lip Gloss - That's Chic (Deep *****)
7. **** Tape Boobtape for Breast Lift | Includes ****** Covers | Body Tape for Push up & Shape | Works Great with Sticky Bra Backless Bra or Strapless Bra | Waterproof Sweat-Proof ***********
8. ******* Women's 20'' Knee Length Skorts Skirts 6 Pockets High Waisted Drawstring Long Athletic Tennis Golf Skirt Women
9. XIEERDUO Women's 20" Modest Knee Length Tennis Skirt Golf Skort

RETURN CODE (QR) - 163433284309
Items are:
1.PUWEI Women's Casual Lapel Button Down Long Plaid Shirt Coat Tartan Shacket Jacket
2. Skyreat Mini 3 / Mini 3 Pro RC Case, Portable PU Leather Storage Shoulder Bag for DJI Mini 3 Pro RC Accessories
RETURN CODE (QR) - 163429745259
Items are :
1. *********************** Womens Possession Shoes ,Size: 7.5
I have provided all the requested details along with prints of labels and QR codes. Now, please issue my refund and get done with this. I REQUEST YOU!

Best,
--
********************;

Business Response
Date: 11/20/2023
Hello,

I'm Prashanth from Amazon.com.

Thank you for writing back to ** with the order details.

To proceed further, kindly confirm the specific item names from each order and the return tracking ID, so that we can investigate this and help you further.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 11/21/2023

Complaint: 20861347

I am rejecting this response because - REASON PROVIDED VIA EMAIL WITH RESPONSE

Sincerely,

*******************
Business Response
Date: 11/22/2023
Hello,

I'm ********* from Amazon.com.
Thank you for sharing the details.
To proceed further, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

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

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

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

Thank you for your patience and understanding in this regard.
Regards,
*********

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