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

59,742 total complaints in the last 3 years.
21,606 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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,
*********
Initial Complaint
Date:11/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a purchased item from Amazon on August 1st 2023. I haven't received a refund to this date. I have reached to them and I keep getting the same response from them to reach out in 3 business days because they are still investigating. I placed a charged back to my credit card company and Amazon claims I did not return the item. I have provided proof of return to both Amazon and my credit company and a refund as not been issued I spent $631.30.
Business Response
Date: 11/17/2023
Hello,
I have researched this matter and can confirm that the dispute in question has already been resolved between Amazon.com and the card issuer. For more information about this dispute, please contact the card issuer.
We have requested the customer provide the date, method of shipment, and any tracking information for the merchandise they have returned, for our team to review this further.
We sent a confirmation of this message to the customer's registered email on **********.
Sincerely,
********
Amazon.com
===============
Initial Complaint
Date:11/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I mailed back a simple return to amazon over 2 weeks ago. I mailed back 2 items at the same time, in the same mailroom. one item was received by amazon and they claim the other was not. now they are demanding to receive a copy of my driver's license in order to process the return they owe me. I refused to give my license to a big corporation for no reason. that is an invasive privacy violation.
Business Response
Date: 11/14/2023
Hello Joy,

I'm Praveen 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 trouble you had with the order.

I've checked and see that one of the item was refunded and other is in transit. The tracking is still active. Please check on the *** date regularly so that you can know when the item will be delivered. Usually takes 14 days from the date of shipment to maximum of 30 days.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Basically, I return my item and after waiting 4 weeks u see that the item was received by Amazon 3 weeks ago I called up a few times to get credit till someone told me that I have to upload an ID to get credit Am I starting asking them a few times why they need my ID. They said they can't answer me about it. So I am afraid to give it to them
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 114-8701458-6175469.
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

Complaint: 20861305

I am rejecting this response because:
I don't understand why they need my ID and how that will help them in that investigation. when was returned by *** when you track it it will show that it was dropped off by them so how will my ID help them with the investigation if I may understand.

Sincerely,

*******************************
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.
I have contacted Amazon **************** for over 6 hours without any resolution. I made an order on 11/2/23 111-1584884-0963428 the perfume I got was shattered inside the actual box. Ive been trying to resolve this and I have gotten no where but called a liar by your reps, having my account flagged for suspicious activity for no reason. I also received non authentic **** pro shorts that are knockoffs by third party seller. Amazon wont allow return. I have been disconnected on purpose and given the run around. I was asked if I discarded the perfume which I advised yes. Im then told I have to take photos per policy. No where stated in their terms and conditions that this was required or listed before purchasing. Had there been a disclosure I would have taken photos. Per Amazon in writing **********************************************************************************. No request of pictures. I was advised 11/11/23 by the representative named ******** yesterday 11/12/23 @3:41 pm and I was assured that I would have a refund to my account by gift card in the amount of $51 for the damaged perfume and then The **** shorts would be refunded upon return receipt. Amazon refuses to replace my damaged item and has now placed my account as suspicious. This is not acceptable.
Business Response
Date: 11/14/2023
Hello ******,

I'm Praveen 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 trouble you had with the order.

When a non returnable item has issues, its always recommended to take a picture for proof of damage. Once you contact customer service, you can show the picture to them. Prior to that if you dispose it off, it will be difficult to make a decision on refund and may be denied.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/14/2023

Complaint: 20861295

I am rejecting this response because:

No where does Amazon honor what was promised by their Representative nor is this so called Policy in writing anywhere in their terms and conditions. Each representative from Amazon makes up their own new rules as I received another demand of a photo and as well the representative asking for me to take a photo with a piece of paper (handwritten or typed) containing the Amazon account holder's name and a date on or after 14.11.2023. The information must be visible in one photo. This is absurd as Amazon has been made aware several times that this product has been disposed of. They absolutely need to honor the refund promised or replacement.

Sincerely,

*************************
Initial Complaint
Date:11/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Shark Vacuum from Amazon and it was delivered Oct 11, 2023. On Oct 13th I initiated a return after use I was not satisfied, returned the item and Amazon received it on Oct 18th. Now they have yet to issue my refund and said my account is under investigation and want my government issued ID that I've never had to do before and I don't feel comfortable sending it. I have talked to 3-4 chat people who have told me my return window has expired or they can't help me until I upload my ID. I just want me refund to my **** which is shows me online I should get but my return/refund was never submitted. Talking to a human on the phone is difficult with all the chats. I just want a refund on my **** for my returned item. They have done returns before and never needed an ID. This is crazy the hoops I have had to jump through and that's a lot of money a month out that they still haven't refunded. Please help BBB!
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 about the problem with your recent order with us. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

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 appreciate 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
Oct 9, 2023
Order #
114-3327209-2220218
Business Response
Date: 11/15/2023
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.
Thank you for writing to us and confirming the order number. I hope you're doing well!

I understand that you have submitted the required details to our specialist team.
I request you to kindly allow 3 business days to our Specialists team to review and assist you further with the order.
Thank you so much for your patience and understanding.

Regards,

Najam
Amazon.com
*****************************
Customer Answer
Date: 11/17/2023

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:11/12/2023
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.
My first and only order I placed with Amazon.com I purchased a suit for my son for his career day at school which was suppose to be delivered to the address I put but was not delivered to my address or his dad's where my son was at. I reported this to Amazon.com immediately and they have put my account on hold and my refund did not go to the original payment method but instead was put on Amazon account that is on hold. I've contacted them 4 times and nothing has been done. I just spoke with ****** employ id ****** and was unable to refund my money still and it remains on my on hold account with ******************** and i simply want my money back.
Business Response
Date: 11/26/2023
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 about the problem with your Amazon account. I understand how upsetting it can be.

Upon reviewing, I can confirm that the account associate with the email address you wrote with, is active.

You should be able to access your account, order and all digital content purchased on this account.

I understand that the order ending in #**** was refunded to gift card balance. I see that gift card balance was used to place other orders, which is why we're unable to issue refund back to original payment method.

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

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

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