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.
21,522 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:11/11/2023
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 had purchased an item from Amazon.com, the order details are as below-order id - ******************* email associated with the account- *************************** order date - Aug 14, 2023 I returned the item well within the return window but amazon is saying they didnt receive the item even though the app says amazon has received the item. I tried calling them multiple times, each time they made a new excuse for not refunding me the money and the latest being that they didnt receive the item. They asked me to share my personal government issued document to look into this issue which I dont feel comfortable with sharing. They acknowledged on the amazon app that they have received the item (screenshot attached to this complaint) and have all my payment details, I dont understand why they need my personal information now.
Business Response
Date: 11/16/2023
Hello,
We have researched this matter and can confirm that the dispute has already been resolved between Amazon and the card issuer. Therefore, we will be unable to reimburse the customer for this order.
We sent a confirmation to their registered email address on 2023-11-16.
Sincerely,
********
Amazon.com
=============
Customer Answer
Date: 11/16/2023

Complaint: 20858371

I am rejecting this response because:
There is an open dispute between Amazon and and the credit card company. It hasnt been resolved yet. It was wrongly closed the first time so I reached out to the bank and they re opened it and looking at all the evidence I shared with **********************************************
Customer Answer
Date: 11/16/2023
Please check the attachment for all the evidence and details on this transaction.
Please note that it contains personal information so please DO NOT publish this to make this accessible for public to see the contents.

Thank you
Initial Complaint
Date:11/11/2023
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 ordered a Vusa gift card from Amazon for $200. I had the package delivered to an Amazon locker so I could pick up the order. When I track the order in the app it states that the item has not been delivered, is running late and I can request a replacement or refund. Inhave contacted Amazon several times and receive a different response each time but all refusing the refund. One agent claimed it was delivered and I needed to pick it up. I don't have am option to pick it up because that would require it to show as delivered on my end which it doesn't. Another agent stated they cant refund it until 11/21 yet the app stares diffently. Another agent states that the item will be returned to Amazon on 11/09 and once received they would process my refund. That hasn't happened. I have screenshots showing that the package hasn't been delivered yet theu have not refunded me.
Business Response
Date: 11/12/2023
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 the **** gift card order delivery issue.

I request you to please help us with the registered email id and full name on your account where the order was placed so that I can look into it and help you further.

Looking forward for the details.

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: 11/12/2023
the email is ********************
*********************
the order number is 114-1971481-8210611
Customer Answer
Date: 11/14/2023
As of today, the tracking states the package may be lost. Please see first screenshot attachment
Yesterday I contacted customer service. See screenshot 2. This rep stated ot was lost and someone would contact me. No one did.
I reached out again to customer service today. ****** states that I need to contact **** regarding the delivery. Amazon was the courier, not ****. The first screenshot also shows that its Anazon who is delivering the package. This further proves my point that Amazon isnot helping with my issue. They're now sending me to ****, who had nothing to do with my order issue.
Business Response
Date: 11/15/2023
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.

Thank you for sharing the order# and registered details on your account. I'm sorry for the inconvenience caused regarding the **** Gift card order. I've shared your feedback with our team to ensure this is checked to avoid it in future.

Our records indicates that the order was successfully delivered to the locker however I do understand that on your end, the app shows it as "Lost". It must be happening due to some technical issue.

I request you to please wait until Nov 21st. By this time, the tracking on the app should be updated or the order will be returned back to Amazon. If updated delivered, you will be able to pickup it from the locker else it will be refunded back to your original payment.

If you do not see any updates by Nov 21, please let us know, we'll be happy to help you further.

I appreciate your cooperation and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 11/21/2023
The date is now the 21st. I have waited as requested.
I chatted with an agent he states it shows the item was picked up 11/07.

Again, this item was never picked **. ** order to pick up from a locker I need it to show delivered on my end so I can open the locker.

Again, this agent is stating something different than every other agent. I am not getting the same information from anyone and have not received my $207 item.

I attached a screenshot that shows my conversation with ***** as well as a screenahot that shows the item is still running late.
Customer Answer
Date: 12/01/2023
I still haven't receuved the item. It's well past the 21st, the date you requested I wait until and I haven't ***** back.
Business Response
Date: 12/20/2023
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 understand your concern regarding the delivery issue for the **** gift card order. I'm sorry for the inconvenience caused.

Since the order hasn't been received, I tried to refund it back to your original payment method however unfortunately it failed.

To help you on this, I'd like to offer this refund as Amazon gift card balance for $206.95. I request you to please confirm if you would like us to proceed with this option. Once your confirmation is received, I'll get this done for you.

Looking forward for the confirmation.

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: 12/20/2023
Hello,
Yes, I would like to accept the refund in the form of an Amazon gift card.
Customer Answer
Date: 12/20/2023

Better Business Bureau:
Hello,
Yes, I would like to accept the refund in the form of an Amazon gift card.
Customer Answer
Date: 12/20/2023
Please refund to Amazon gift card
Customer Answer
Date: 12/20/2023
Hello
I haven't received the refund to my gift card balance as promised.
Business Response
Date: 12/22/2023
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.

Thank you for your confirmation to accept the refund as Amazon gift card balance.

I've added $206.95 as Amazon gift card balance on your account.

Successfully issued GC to account.
Gift Card id: ******************
Gift Card value: $206.95

You will be able to see this balance at checkout and it will be applied to any order you place with us (no restrictions).

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
***********************************
Initial Complaint
Date:11/11/2023
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.
November 7th, order placed through Amazon application. I pay for subscription, shipping, and items - that frequently come damaged. (Toilet cleaner leaking on food) boxes leaking liquids, fragile items packed in plastic shipping bags, that look like they were ran over)Order number 112-7124402-8415421 Placed November 7th, delivered November 11th.Amount $79.23 I requested a refund for the dog food [box unsealed, bag leaking food] / canned drinks [cans punctured leaking through box]They passed me to another associate, and then quickly stated I needed to upload government ID - due to abnormal activity on the account.I order the same things pretty much every month, and 9/10 times something is damaged/unusable.I would like a refund to the original payment method - as I intend to cancel my subscription immediately.
Business Response
Date: 11/12/2023
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 damaged order refund.

Our team have noticed abnormal activity on your account hence they 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 kindly request you to please share the ** proof at the earliest so that we can help you get this resolved.

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

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

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

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

What happens when I submit my ** document?
We will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

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

I appreciate your cooperation on this matter.

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: 11/12/2023

Complaint: 20858104

I am rejecting this response because:

Sincerely,

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

They already have my health insurance documents for my discounted amazon prime - as I had state Healthcare. I'm not sure why they are asking for ID still (they resent the same message, and attached a statement they were responding to the BBB)

They also sent the same email [response] to my email address.
Initial Complaint
Date:11/11/2023
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.
Recently, I ordered a 17-inch plant pot ($25.43) from Amazon, and it arrived damaged. So, I returned the pot back to Amazon and received a refund shortly afterwards. However, on 11/10/23, Amazon charged me again for this same item that I returned. I called Amazon on 11/11/23, and the item was received by Amazon. But Amazon refused to refund this item. Amazon sent me an email containing the following, "We noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement. We may also request additional information before granting your request"; Something does not seem right here. And I do not feel comfortable sending Amazon my ID for a simple return.
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 damaged 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: 11/14/2023

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:11/11/2023
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.
Ordered 18 gallon tote box plastic 8 ** on Nov 3rd 2023 from a third party seller on Amazon KSIMDA refused delivery of this package by FED EX on Nov 8th , 2023 , Amazon and seller BOTH received back the item for it was refused at time of delivery and are refusing to refund my money. Order number 111-2511404-5399403
Business Response
Date: 12/06/2023
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've reviewed your complaint and checked with the concerned department in this matter.

After reviewing they've issued a refund of $56.16 to the original payment method on November 28, 2023.

Refunds typically gets processed within 3-5 business days. I hope this information helps.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:11/11/2023
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.
Purchased ********************** Flosser ****, HX3911/30 on October 11, 2023 Amazon Order 112-3329778-6417833 The item broke within the return window and I returned it on Friday Oct 2023.The return was received by the facility Oct 23rd.Customer support is now asking for government ID within 6 days and threatening not refunding account.My government ID is currently being renewed so I called and explained my situation.They said they will not make accommodations and I will not receive my refund.
Business Response
Date: 11/17/2023
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 understand your concern regarding the refund for the returned order.

I've escalated this to our team to check for any option to refund it without requiring the ** however I'm sorry, it failed.

Our team still requires you to share any Govt ** so that they can look into it and help you further. As you mentioned it is being renewed, if you can share any related documents and upload the same on the given link in the email where it was requested would help our team for further help.

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":

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

If you do not get the updates after 3 business days of uploading the document, please contact us through chat or call for further help.

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: 11/17/2023

Complaint: 20857903

I am rejecting this response because:
I have pictures of the return.
I have the receipt of *** delivery.
I have confirmation Amazon received the product.
I made the purchase with my Prime credit card and I have been a Prime member for years so there is no need to confirm identity.
Amazon has had data breaches before and I do not trust them to hold my government ID alongside my credit card.
Sincerely,

*******************
Initial Complaint
Date:11/11/2023
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 been trying to get a refund from Amazon for almost 2 weeks right now. My daughter purchased a sofa sectional off there and they will not refund her until she gives them a government issued ID. I want to know why Amazon did not ask for ID when she was making this 600$ purchase with a card not in her name. I want to know why after more than 8 years of her being a prime member they all of a sudden need an ID to get MY MONEY BACK NOT HERS HER NAME WASNT ON THE **** IT'S MY **** AMAZON AND THE LAST 4 OF THE ***** IS ************************************************************************ AND ****. I WILL TAKE IT ALL THE WAY TO CLAIMS COURT IF NEED BE MY DAUGHTER HAS HAD TO MISS WORK AND THIS HAS PUT ALOT OF STRESS ON HER AS WELL SO WE WILL FILE A SMALL CLAIMS AND WE WILL ADD EMOTIONAL IMPACT AS WELL AS HER MISSING WORK FOR DAYS AMAZON ALSO KEPT SENDING *** ONLY 1 LABLE FOR 3 ***** AMAZON KNEW *** WOULD NOT PICK UP WITH ONLY 1 SHIPPING LABEL WHEN IT WAS 3 ***** THAT HELD UP THE PICK UP FOR A WEEK THEN THEY SAY IF SHE DOESN'T GIVE THEM AN ID THEY WILL NOT REFUND HER HAAAAA I WISH YOU WOULD TRY THAT AMAZON BECAUSE YOU LET HER USE SOMEONE ELSE'S CREDIT **** FOR 600$ WITHOUT AN ID BUT NOW I WANT MY MONEY BACK BECAUSE IT WAS MISSING MULTIPLE PIECES TO IT. YOU WILL NOT KEEP MY MONEY AMAZON I WILL REPORT IT TO MY CREDIT **** IF THIS IS NOT MADE RIGHT AND OH YES MY DAUGHTER HAS ALL 3 SLIPS FROM *** ON ALL 3 ***** THAT HAVE BEEN DELIVERED BACK TO AMAZON AND SHE HAS FRAME BY FRAME PHOTO'S OF THE *** WORKER LOADING ALL 3 ***** UP IF WE HAVE TO WE CAN ALSO FIND OUT WHO WORKED THAT PICK UP AND HE CAN TESTIFY HE GOT THE ***** MY DAUGHTER HAD ZERO PROBLEMS WITH AMAZON BUT NOW THEY WANT TO SAY SHE CANT HAVE A REFUND AND THEY HAVE THE **** BACK PLUS HOLDING MY MONEY REALLY SO I SUGGEST I GET MY MONEY BACK ASAP OR I WILL START A CASE WITH MY CREDIT **** COMPANY AND GET A COURT COMPLAINT AGAINST AMAZON. WE HAVE MORE THAN ENOUGH FOR A SMALL CLAIMS CASE THANK YOU
Business Response
Date: 11/12/2023
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 understand your frustration regarding the order refund issue and ID verification. I'm sorry for the inconvenience caused.

Upon checking on the details, I see that our team have detected some abnormal activity on the account where the order was placed hence we needed to verify the identity before we can consider the request for a refund or replacement.

We have received the documents on Saturday, November 11, 2023 at 1:56 PM (PST). I see that our team is still investigating/reviewing the submission. It can take up to 3 business day for us to finish our investigation.

I request to please contact us again after 13-November-2023 through chat or call from the account where the order is placed. 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.

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: 11/12/2023
I have been more than corporate. Amazon has not. I have talk to at least 50 agents and "supervisors"
I sent my ID in not my daughter's as it is my credit card not *******. I am **************************************************************************************** I will give all the proof I have to my bank and they will do a charge back if I do not receive my refund this is proof Amazon got there product back so I want my refund. END OF DISCUSSION!!! NEXT I'LL TAKE LEGAL ACTION AS YOU DID NOT ASK ****** FOR ID WHEN USING MY CC NOW YOU WANT ID I SENT MY ID ******** CAUSE ITS MY MONEY PERIOD NOW GIVE ME WHAT YOUR TRYING TO STEAL
Business Response
Date: 11/15/2023
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.

Thank you for writing back to us and uploading your ID.

Upon checking on the details, I see our team have successfully issued a full refund back to the original payment method on Monday, November 13, 2023 at 1:14 AM (PST). The refund should reflect back on your billing statement in 3-5 business days. Total refunded:$592.23

Thank you for your cooperation and understanding.

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.

Best regards,
********

Thank you.
Amazon.com
Customer Answer
Date: 11/16/2023
I did receive the refund after days of calling and speaking to over 50 representatives. I will NEVER BUY ANYTHING LIKE THAT AGAIN FROM AMAZON AND MY DAUGHTER CANCELED HERE PRIME. I don't blame her. I know she was told by multiple agents that when this was completed AMAZON was going to compensate her,and they HAVE NOT WHAT A SURPRISE. I DO NOT KNOW WHY EVERY AGENT HAS A DIFFERENT ACCOUNT OF THIS. I DO KNOW MY DAUGHTER IS A SINGLE WIDOW MOTHER AND AMAZON MADE HER ANXIETY AND STRESS SO BAD SHE BROKE OUT IN EXAMA AND HAD TO BE PUT ON MEDICATION. I KNOW SOMETHING NEEDS TO BE DONE AS PROMISED INSTEAD OF THE LIES THIS COMPANY AND AGENTS TELL. THIS COMPANY HAS GONE DOWN HILL OVER THE LAST FEW YEARS AND IT WILL CONTINUE TO GO DOWN HILL BECAUSE OF THEIR LACK OF CONCERN FOR THEIR CONSUMERS. I DO NOT ACCEPT THE WAY THIS WAS HANDLED AND I WILL CONTINUE TO TELL EVERYTHING ON BBB BECAUSE AMAZON LIES AND THEY ARE RUN THEY HAVE NO REMORSE OR SYMPATHY FOR THEIR MISTAKES IN THIS WHOLE MATTER THAT STARTED ON OCTOBER 25TH AND JUST GOT MOSTLY CORRECTED NOVEMBER 13TH. I WANT WHAT A SO CALLED "SUPERVISORS" TOLD MY DAUGHTER THAT THEY WOULD DO FOR HER AFTER THIS SITUATION WAS CLEAR. THEY AMAZON "SUPERVISORS " SAID THEY WOULD GIVE HER 200$ IN AMAZON CREDIT SHE COULD USE TO GET THINGS SHE MAY NEED DUE TO HER MISSING OVER A FEW WEEKS OF WORK ALL BECAUSE OF 1 THING AMAZON KEPT MESSING UP ON SO THEY SAID THEY WOULD DO A 200$ COURTESY CREDIT FOR THE MISTAKES AMAZON MADE DURING THIS WHOLE ORDEAL SO AMAZON DO WHAT YOU SAID YOU WOULD FOR MY DAUGHTER AND I WILL STOP FILING COMPLAINTS. GOOD DAY!!!!
Complaint: 20857888

I am rejecting this response because:

*******************************************
Initial Complaint
Date:11/11/2023
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.
Simply put, they refunded me then later sent an email saying I would be charged because I haven't sent the item back yet. O have gotten conformation via email that they received it and I provided a receipt from paying for shipping, which should've been free. I sent screenshots of the receipt and tracking so they have this info. When I reached out to them through chat support they told me I would receive a call within 3 to 5 business days. That never happened and then I eventually got charged again for the item. When I reached out about this they requested that I needed to provide ID, which is strange because I've never had to provide ID for any reason. Please not that I send multiple other items back at the same time and was refunded with no problem. This particular item was cheaper than most of the others so I don't know why they're making a big deal of this. I can't even use it. The last rep said that the package that I sent to them turned out to be empty which has to be wrong because I watched the *** Store employee wrap it up and slap a shipping label on it so even if that's the case it was in The *** Store's possession.
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 item.

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.

We have previously shared a secured link on Nov 4 which was valid for 6 days and now expired. I request you to please contact our customer support through chat or call at **************** so that our team will be able to share another link with you to upload the ID.

Once we receive it and verify the details, our team will be able to help you further. Please note: we are unable to generate/send another link for that verification through this platform. This can be requested by calling or chatting with our Customer Support.

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
***********************************
Initial Complaint
Date:11/11/2023
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.
Order Placed: 10/14/23 Item: Apple Watch Series 9 Amount Paid: $457.26 Order Number: 111-9365329-2180215 Shipped/Billed On: 10/22/23 Tracking Number: 1Z9WX3429082250752 (Last Updated: 11/11/2023)Description of Issue:I am writing to file a complaint against Amazon regarding an unresolved issue with a refund for a returned item. As a Prime member, I am *********** free two-day shipping and returns. I returned an Apple Watch, which Amazon has acknowledged receiving. However, my refund of $457.26 is being withheld until I provide an ID, as per a stated new policy regarding suspected fraudulent return activities.Details of Dispute:Upon inquiring about the delay in my refund, the Amazon representative, *****, was initially reluctant to provide information. After pressing for details, she disclosed that the refund is pending due to a new policy requiring ID verification because of abnormal activity observed on my account. This requirement raises concerns about the necessity and security of providing personal identification for a standard return process, especially when there is no prior history of fraudulent activities on my account.Resolution Attempts:Despite acknowledging the receipt of the returned item, Amazon has not resolved the issue satisfactorily. There is also a noticeable change in the availability of tracking information post my interaction with Amazon, which further adds to my concerns about the transparency and legitimacy of Amazon's practices and policies in this matter.Outcome Sought:I request the BBBs help to obtain my full refund of $457.26 without compromising my personal security by providing additional identification.Additional Information:The change in tracking information status following my complaint and the lack of transparency about Amazon's new policy are concerning, especially given the expected level of service for Prime members.
Business Response
Date: 11/16/2023
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 understand your concern regarding the refund for the returned order. I'm sorry for the inconvenience caused. I've shared your feedback with our team to ensure this is checked for the improvement.

We have successfully received your return and have processed a full refund on your original payment method on Wednesday, November 15, 2023 at 7:09 AM (PST). This refund of $457.26 will reflect back on your billing statement in 3-5 business days.

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: 11/20/2023

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:11/11/2023
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 bought a vacuum from amazon. it did not work correctly and now im being held up on return. i submitted return with package someone picked it up through their service and they will not refund my money
Business Response
Date: 11/12/2023
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 delay in the refund for your returned order.

I request you to please help us with the registered email id and the name on your account where that order was placed as the details you have provided in this complain does not match your account on **********************.

Once we receive the above details, we'll be able to look into it and help you further.

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: 11/12/2023
the account is under ************************
it is possible it is also under ********************
name ***********************
113-5101861-6326611 is the order number
Customer Answer
Date: 11/12/2023
the account is under ************************
it is possible it is also under ********************
name ***********************
113-5101861-6326611 is the order number
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.

Thank you for sharing the email and 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: 11/24/2023
this issue was not resolved. i messaged amazon and told them it was unresolved.

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