Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

57,962 total complaints in the last 3 years.
21,707 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:11/12/2023
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.
As a seller on Amazon.com, we used amazon FBA service. We sell summer seasonal items sales season. Amazon *****ed us a storage volume of ****** cubic ft of storage in their warehouse network) for which they charge only on inventory at hand), based on that information we ordered a full container load from our supplier in *****, when the container finally checked in, and we used approximately ***** cubic ft. Amazon then lowered my capacity limit for the month of November to *****, inducing on us an overage fee if our inventory levels don't fall under the limit of $10 per cubic ft per month. After opening numerous cases with support they declined to ***** additional storage. This overage fee would have costed us $1***** per month for the foreseeable future on top of regular storage fees that they charge October-December $2.40 per ft so a total of approximately $22K for this. We couldn't've destroy or remove the inventory because Amazon removal and disposal fees are the same at $2.83 up to the first 2 LBS and **** for each pound thereafter. My cheapest way is disposing ***** units that weigh **** LBS each which at best. After that we put in a bid of $6 per ft "reservation fee" for the additional space which amazon accepted only one request for ***** ft at $****.Because of this we had to try to sell through our inventory at significant losses, spending thousands in advertising. I am requesting the following:1) Amazon acknowledge that the denial request given to me was in error.2) that denying us the right of more storage and lowering our capacity when inventory not being there for ****************************************** losses.3) amazon will address the plight of seasonal products that have to pay huge fees just to keep the inventory until next season (by reducing removal cost etc.4) that amazon vendors have an unfair advantage over FBA sellers in seasonal items 5) that they don't charge me for overage and refund unfair storage fees
Business Response
Date: 11/14/2023
Greetings from Amazon.com,
We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID ***********.
Customer Answer
Date: 11/15/2023

Complaint: 20859981

I am rejecting this response because:
I have yet to hear anything from them. They are bleeding my business dry from errors their system did.
Sincerely,

A Sch
Business Response
Date: 11/18/2023
Hello from Amazon.com,

Please advise the seller that we have forwarded the information about their issue to our internal FBA team.

We highly recommend that seller wait for the update of the case ID *********** and kindly refer to that for any future correspondence on this issue.

Thank you for your time.
Customer Answer
Date: 11/21/2023
Amazon has responded by basically ignoring my concern, pretending that I am asking for a storage increase (when obviously that's not the case, how would I now ask for a November increase? Besides the increased it after I paid for additional storage to steal from my performance credits from 33% to 21% trying to bankrupt me).
Their system error is constantly still sending auto replenishments from AWD to unjustly enrich themselves from prohibitively high storage fees in the *** centers for a product I have hundreds of units in stock and barely sells now due to WINTER SEASON.
Here are the amounts of units they are sending, (NOTE: each unit is approximately 1 Cubic foot, that will cost me some for November $2.40 in December, **** in January, **** in February). I tried and opened multiple cases telling them that there is a bug in their system that's sending hundreds of units to an overstocked listing. Ignoring my concerns multiple times.
***17JDXVDCX 20 units
***17J8NCV48 312 units
***17J8SWB6Q 104 units
***17JQ0YSR9 244 units
***17JPSSFK8 440 units
***17J8RC3K5 44 units
***17JDXY7C0 8 units
***17JQ2R3L9 176 units
***17JJYM4GH 12 units

After opening multiple cases about this crazy error on their part amazon refused to acknowledge that sending in this amount of inventory to a product listing that still had over 700 units in the *** network was an error. responding with a canned response, we are using proprietary software to make these decisions, as if it matters if it was human error or proprietary. They are deliberately refusing to respond in a normal professional business matter. It's their error, and there's no one to talk to.
Business Response
Date: 11/21/2023
Hello,
The seller has an open Case ID addressing this: 14297922381. Seller needs to continue to refer to the open case ID and wait for review to be completed.
Thanks,
Business Response
Date: 11/28/2023
Hello,

The seller must refer to Case ID *********** where we're communicating with them on this.
Business Response
Date: 12/10/2023
Hello from Amazon.com,

Please note that we have forwarded the information about your issue to our internal FBA team.

We highly recommend that seller wait for the update of the case ID *********** and kindly refer to that for any future correspondence on
this issue.

Thank you for your time.
Customer Answer
Date: 12/24/2023
Refer to case ID *********** - Amazon is doing it again, reducing my storage capacity to below current usage, I am currently using ***** Cu Ft, Amazon has confirmed my January capacity to ***** Cu Ft, essentially slapping me with 500 cubic ft in overage, while I gave also given in a bid of increased capacity to avoid this and the headaches with asking amazon for reimbursement through BBB and other means, amazon has disregarded my bid and let it expire on the 23rd. While last time amazon has extracted unjustly money for increased capacity, and even now I have an ongoing bid, this is just not right, after I paid for this inventory to be stored in Q4 almost $60,000 now amazon is trying to extract approx $5,000 in overage although the know that my brand is seasonal and disregarding it and hitting my *** and seller score.

Last month amazon has slapped me with an approximately $5,000 in storage utilization surcharge and will do it again, that $10,000 that they unjustly took. It's unbelievable how they arent being honest about this. I am trying to make an honest living, Amazon already made from me over $250,000 the last 9 months while I am behind on my credit card bills and can't afford basic nessecities, I am just trying, They took almost $60,000 in Q4 fees although I sell seasonal summer, giving unjust replenishments and now all these fees, it's really unbearable anymore. I am just trying to be decent, I am not asking for what's not mine, I am adhering to every policy, I pay my dues, but this is just not what they say, they said that I won't be hit by that, not even a single ***** have they given me back. I am paying and paying for their errors and mistakes.

Please refer to the bottom.
Amazon Rep ********* has written to me on December 7 the following:

Hello,

I am reaching out to you regarding the storage capacity limit experiences.

I have a follow-up regarding Point #5. Our account health, inventory performance and potential overages, and 13 week and 27 week fees have, yet to accumulate we expect this to take a meaningful toll on our profitability resulting in a loss of no less than $3,000.

It was confirmed the Auto Replenish ratio for the ASINs is more than 70%. Because of this, you are eligible for Auto-replenishment incentives like capacity limits exemptions through FBA and will not be charged overage fees for the ASINs.

Auto-Replenishment provides incentives like capacity limits exemptions through FBA which, while not directly impacting the *** scores, have a positive impact on ***s calculation index. Also, sellers are not charged overage fees for the ASINs, where Auto-Replenishment ratio is greater than or equal to 70%. To evaluate whether an ASIN qualifies for no overage fees, the Auto-Replenishment ratio is calculated in the following way:

Auto Replenishment shipment quantity / (Auto + Manual + Add-on + Direct Inbound to FBA) = Auto Replenishment Ratio

You will, by default, receive these benefits provided the Auto-replenishment ratio as per the help page link provided below:

Replenishment from Amazon Warehousing and Distribution (AWD) to FBA network - ****************************************************************************

As per your mention of loosing around $3,000 regarding the experience, it was confirmed there was no deviation from expected behavior within the Amazon Warehousing and Distribution (AWD) end of the system. As such, the case is not eligible for reimbursement.

I recognize that this is not the result that you were hoping for, but I want you to know that I did my best to provide you with the correct information based on our current policies. I do apologize for the inconvenience and frustration this may have caused.

To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.

Were you satisfied with the support provided?
Very dissatisfied
Dissatisfied
Neutral
Satisfied
Very satisfied

Thank you!

To view your case details, or respond, please click **************************************************************************************************************

Please note: this e-mail was sent from an address that cannot accept incoming e-mail. If you require additional support please contact us ******************************************************

Thank you for your patience and understanding.

******************
Selling Partner Support Executive Escalation Department
======================================
Should you have additional inquires or feedback, please contact Selling Partner Support and they will do their very best to support you in a timely manner:
*********************************************************

To view your case:
****************************************************************************************************************************
Business Response
Date: 12/27/2023
Greetings from Amazon,

I understand that the Seller is contacting us regarding the overage fees and the capacity limit increase.

Our concerned team has investigated the issue and according to them;

The capacity limit increase request has been denied.

Capacity limits are announced monthly. The seller will receive one capacity limit per sort type for each month.

According to the seller's previous 8 weeks of sales, they have sold **** units in their standard sort type. This is pulled from their business reports. Based on sales data, sellers' current limit is sufficient.

The selling partner's account is not eligible for a reimbursement of funds.

For more information, please refer to the below help page links:
- Capacity Manager: ****************************************************************************
- FBA Capacity Limits: ****************************************************************************
Customer Answer
Date: 02/08/2024
Amazon has on November 14 confirmed through ******* Chelsea * on amazon Case ID *********** that the error their system did to auto replenish a seasonal summer item (pool recliner float) from amazon upstream facilities to the *** network, will not hurt our IPI scores, hit us with a storage utilization surcharge as well as not hitting our account with overage fees. All of these things happened, and amazon is basically ignoring my cases i am opening to resolve this. A representative abruptly canceled a chat case I had opened (ID ***********) and a representative hung up the phone on me while discussing this issue (ID ***********). It seems that amazon has implemented a policy of just ignoring reasonable cases for discussing fees etc. So here I am following up.

We have since paid (on top of paying for the high q4 storage for inventory that wasn't need and we paid for their mistake) Overage fees, we had to purchase more inventory, our IPI score was lowered on a daily basis and we are charged with prohibitively high Storage "utilization" surcharges, and all for amazon's mistakes.

Not to go over old details, but amazon has basically charged us in all of this over $70,000 over the past 3 months. (including the storage for that)

We are requesting Amazon honor their commitment to us and refund us the Utilization Surcharges, the additional storage that we had to bid and purchase, the ovarage charges, and bring back up our IPI as promised. it will come out to an approximately $40,000 refund we are asking for.

Thank you
Customer Answer
Date: 02/08/2024
That is not the case, amazon has responded, and they are not honoring their promise.
Initial Complaint
Date:11/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The item is called *********************** Oversized Slim Runway Watch, and the order number is 113-3975784-3682604. I received the item on October 7th, and immediately noticed that the item had the wrong color and tint that I wanted. So I repackaged the material and sent it off for return through *** on ***********************************************************. Amazon promised that it would refund me when they receive the package. It has been more than a month now and I still haven't received a refund. I have tried contacting Amazon **************** many times with no avail. Every time they send me an email to verify my ID but the verification link does not work or flags phishing alerts in my browser and ISP. If Amazon needs to verify I returned the package, they can always call *** but they refuse to do so.
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 113-3975784-3682604.

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.

At this moment, we are unable to take action without ID validation. We request you to use the link with different browser to upload the documents, as we see the link is up and running.

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: 11/17/2023

Complaint: 20859966

I am rejecting this response because again, the portal link does not work, and it tells me that no ID verification is required. Please fix this and make sure that the customer can submit their documents without problems like these.

Sincerely,

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

I'm Prashanth from Amazon.com.

Thank you for notifying us with issue related to the link. To proceed further, kindly contact us back using the below link, so that we can request a new link to upload the ** for verification

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

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 11/26/2023

Complaint: 20859966

I am rejecting this response until my issue is resolved with Amazon. I was successfully able to submit my identification to Amazon but this complaint will not be dismissed until they reach back to me with a successful verification.

Sincerely,

***********************
Business Response
Date: 11/28/2023
Hello,

I'm Prashanth from Amazon.com.

Based on the records available, we've not received the ** yet for verification. At this moment, we are unable to issue refund or take action on the order.

Thank you for your patience and understanding in this regard.

Regards,

*********
Initial Complaint
Date:11/12/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted Amazon on and around 10/02/2023 regarding an item I got from one of there marketplace sellers. Order #***-7835994-9237012. Item is defective and I have done everything in my power thru Amazon for them to resolve this issue surrounding a defective product. They keep telling me one address while the seller is telling me something else. This is an international seller.
Business Response
Date: 11/14/2023
Hello,

We have denied the customers request for a refund. Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on November 15th 2023.
Sincerely,
Amazon.com
Customer Answer
Date: 11/15/2023

Complaint: 20859964

I am rejecting this response because:

Today is not November 15. Also have not been provided a label as they mention.
Sincerely,

*****************************
Initial Complaint
Date:11/12/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon refuses not to ship my packages via the *** so I do not receive my orders Its not acceptable that to receive my orders I have to send them to another address
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.

Im very sorry to know about the delivery experiences youve had with **** While we don't have much control on the carrier's method of delivery or their service, we do have other actions that we can take, should the carrier's delivery issues become frequent.

I've submitted a request from my end to depriortize the *** carrier. We don't have the ability to remove carriers entirely, and it can take up to three weeks for this change to take effect.

Giving priority to other carriers doesn't guarantee that this carrier won't be chosen in the future, as some delivery methods are only assigned to **** This change is specific for a particular shipping address. If you send items to a different shipping address, the carrier might be chosen to deliver the package.

Please note that making changes to your address on file, such as adding a new phone number or updating the name, will result in the priority lowering request being deleted.

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

Complaint: 20859957

I am rejecting this response because:
That should have already been filed a month ago when this issue happened and no one did anything or cares about the issue
Sincerely,

***************************
Initial Complaint
Date:11/12/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an air purifier and received a used air purifier that was not the one we ordered. I tried to get a refund and send the item back. Amazon is demanding I send in our ID before getting a refund. This is illegal and I feel very uncomfortable sending in our IDs as that has nothing to do with our refund. Amazon has enough of our information already. This is illegal and ridiculous.
Business Response
Date: 11/13/2023
Hello *********************************,

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

I've reviewed the complaint and understand your concern regarding the incorrect item received.

I apologize for the inconvenience that you've experienced in this case.

I've checked and see that there is no return initiated from your end as the return is already created for the item.

Once the return is received, the returns team will investigate and assist you further.

Also, 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 would request you to provide the requested details to the team for further investigation and assistance.

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

Regards,

Arun
Amazon.com
***********************************
Initial Complaint
Date:11/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sent my product back and the information screen says to contact Amazon about getting a refund. Contacted Amazon they told me to wait until November 1. Contacted Amazon November 2 and was told to verify information sent them all information needed, and was told Id have my refund in 2-3 days. Over a week and numerous times asking where my refund is, I contacted chat and the said I need my ID due to suspicious activity on my account. I asked what the suspicious activity was and the associate ended the chat. *** spent over ten hours trying to get my refund and still havent gotten my refund.
Business Response
Date: 11/13/2023
Hello Heather,

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 about the way customer service has handled your concern. I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

I've reviewed the order and your account. I see our team has taken necessary actions on your account and sent you email correspondence on your registered email address on November 12, 2023. I request you to please check your inbox for the correspondence and submit your ID for verification so our team can assist your further with refund.

Please note that due to proprietary nature of business, we won't be able to share the details of investigation methods and I'm unable to offer additional insight on this matter.

Once you submit your information, it can take up to 3 business days for us to finish our investigation. Our team will further assist you with refund. You can contact our **************** team after 3 business days of receiving this message. To do so, go to "Amazon ****************":
*****************************************

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

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

Regards,

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 11/19/2023

Complaint: 20859940

I am rejecting this response because:
theu have not refunded my money I have done all the necessary steps they have asked for and still havent gotten my money back I even sent them the original tracking slip to and receipt from the drop off. I should have gotten my money back by now. I keep having to deal with customer service representatives who tell end the conversations. Which is not right I have plenty of screenshots from instances like this.
Sincerely,

Heather ***
Initial Complaint
Date:11/12/2023
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.
They are requesting an id which is in violation of my rights as a consumer for a product I returned over a month ago they are holding my money hostage at this point and are threatening me saying I will not get my money back unless I upload an id I do not want my personal information like my id number out on the worldwide web and they get there product back over a month ago brand new I didnt even open the product I would like my money back without being threatened to upload an id
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 113-5151414-8811458.
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,
*********
Initial Complaint
Date:11/12/2023
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 2 mobility scooters on 10/16/2023. Item # ***-7322259-7949838 I was notified by Amazon on 10/29/2023 that my order had been canceled and should expect a full refund within 4-5 hours in the form of a gift card. On 10/31/2023 I emailed back that I had not received my refund yet and requested status. I received an automated email that someone would be in touch with me within 6 hours. I did talk with a gentleman (did not get his name) and he followed up with an email stating "Upon checking the details i see that the order was placed with a third party seller on Amazon. These kinds of orders works a bit different. I've checked and see that refund was issued however it was cancelled. There is no need to worry to make things right for you I have submitted a request for the refund to seller department .I just wanted to let you know they will write back in ***** hours with the refund details." On 11/1/2023 I received another email stating "'I'd really like to help you with the this. But in order to provide you with an accurate resolution we need to be in a live medium. This is because we need know further information from you in related to this and if we resolve this via email, it will take too much time. And I don't want you to trouble with that. If we're live then we troubleshoot this in real time and resolve this issue very quickly to meet your satisfaction. "I contacted an Amazon representative on 11/1/2023 via phone as requested and was informed that it would take between 48 - 96 hours to resolve and that they would put money into my account.On 11/8/2023, I again contacted Amazon via phone and was told that because it was a third party it had to go to a different office but the money would be in my account within ***** hours.On 11/12/2023, again contacted Amazon (******) and was told it would take an additional 3-5 days for follow-up escalation. Was told that they had sent money to wrong account. Requested email confirming this discussion.
Business Response
Date: 01/21/2024
Hello ******,

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

I apologize for the inconvenience that you've experienced in this case.

To help you with the order refund, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and sent you email correspondence on your registered email address on January 12, ****. I request you to please check your inbox for the correspondence.

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/12/2023
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.
on October 11th I ordered from amazon.com ****** ***** underwear and a oral b toothbrush. The underwear were not my correct size and toothbrush box was already opened. They stated the items were available for return within 30 days and I would receive a refund within 2 weeks of shipping them back. They did not meet this criteria and they are refusing to refund me unless i send my drivers license which I am not comfortable doing. Sighting abnormal activity. I spend 1000's a year on amazon.com The order # is 114-6306369-0529033. The underwear were ***** and the toothbrush was *****
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 114-6306369-0529033.
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,
*********
Initial Complaint
Date:11/12/2023
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 product (Uniden R8 Radar detector) from Amazon.com on Aug 24th 2023 (order #***-0614362-6152200) & paid $754 (incl taxes). Amazon delivered an incorrect product (Uniden R3) which was priced at around $300. I immediately contacted Amazon customer care & notified them of their mistake. I was asked to return the product & assured they'll issue a refund immediately after they recieve the incorrect product. On returning the ************* 25th itself, I was then told I have returned an R3 instead of R8 - and they'll not issue a refund. I contacted Amazon Immediately & initially was told it was a mistake on Amazon's end & they said they'll correct it. But after a while nothing happened. I started following up again many times asking for a detailed ************************** & their response was same as before. I asked for en escalation to a specialist to & still got the same response that i have returned an incorrect ************** can neither issue a refund nor return the returned product, despite me explaining everytime that Amazon sent me the wrong product in the first place. This event has caused me to severly loose trust on all online deliveries ********** of **************
Business Response
Date: 11/13/2023
Hello *******************************,

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

I've reviewed the complaint and understand your concern regarding the issues with the Order ID: *******************.

I apologize for the inconvenience that you've experienced in this case.

Upon checking with the appropriate team, they've confirmed that an exact item ordered was delivered and an incorrect/used item was returned instead.

Unfortunately, they'll not be able to process the refund for incorrect returns until the original item is returned.

Also, I see that the same information was provided earlier as well.

I appreciate your understanding in this case.

Regards,
Arun

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Amazon.com is BBB Accredited.