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

59,798 total complaints in the last 3 years.
21,208 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:03/28/2024
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 purchased a Ryzen CPU from Amazon for $401 in early March.When I received it, the box was damaged and tampered with and a different CPU than the one I ordered was inside the box. I informed Amazon and returned the item on March 15th.They received the item and have yet to issue a refund. They are demanding a lot of personal information to issue a refund, which is unnecessary.
Business Response
Date: 03/30/2024
Hello *******,

I'm Himaja 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 so sorry to hear about the issue you faced with your order 'AMD **********;7 7800X3D 8-Core, 16-Thread Desktop Processor' purchased on our website.

I understand that you returned the item and wish to get a refund on the same but were requested to submit your ** proof for the same.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question. However, for normal returns, the process remains unchanged and would be refunded once the item is scanned as 'returned' at our returns center.

Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************.

Upon reviewing, I see that we've received your ** proof. Thank you for submitting it as requested.

In this case, kindly wait for 3 days post the ** is submitted to receive an update on your refund

For further assistance, please feel free to contact our customer support team. To do so, go to "Amazon Customer Service":
*****************************************

I hope this information helps.

Thank you for your understanding. We hope to see you again soon.
Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 03/31/2024

Complaint: 21499326

I am rejecting this response because:
I followed the direction of Amazon and uploaded my government issued ID that was not expired.
They proceed to stonewall and ignore me every time i reach out to customer service after giving them the requested 72 hours.

Sincerely,

***************************
Business Response
Date: 04/04/2024
Hello *******,

I'm Himaja 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. I hope this email finds you well.

It was concerning to hear about the experience you've had in getting refund on your order despite submitting your ** proofs.

Upon reviewing, I see that an email has been sent to you on March 31, 2024 at 8:17 AM (PDT) confirming you that we've received your ** proofs. However, our team was unable to validate it. This is due to various reasons such as the photo could have been blurry or the ** was expired. You are welcome to re-submit your ** to continue the investigation. If we are unable to verify your ** you will no longer be eligible for a refund on this order.

For more details about how to submit your proofs, please refer to the email sent to you on March 31, 2024 at 8:02 AM (PDT).

For further assistance, please feel free to contact our customer support team. To do so, go to "Amazon Customer Service":
*****************************************

I hope this information helps.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 04/04/2024

Complaint: 21499326

I am rejecting this response because: they do not have the legal right to require my identification and keep the item I paid for.
They can either refund me or return the item so I can resell it to recoup my money.

I will not be providing personal information to a company that has problems with web security.

Sincerely,

***************************
Initial Complaint
Date:03/28/2024
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.
My wife and I attended a live event that gave away a package of Amazon devices, including two Kindle Scribes. We were excited because we were just saying how we wanted ******* and that would be able to help kickstart a new hobby. As soon as we got home, we unboxed the Kindles and it was immediately apparent that they were defective. So, I call Amazon and they said OK, we will send you two new replacements. The next day I got the first replacement and opened it and it was also defective. I waited a couple days which turned into a couple weeks and never received the second replacement for my wife's Kindle. At this point I had three broken Kindles and I called Amazon and asked where the fourth one was but also informed them that the replacement for my Kindle had the same issue. The advisor told me that they could not process a replacement for my wife's Kindle and instead were going to refund $296.12 to my credit card. I was disappointed that the Kindle didn't work out but cash is cash so I OK'd it. 3 weeks go by and no refund hits my card. I call up again and inform them and they said that whoever told me that I was getting a refund was incorrect and they could not do that, but instead, they offered to take back all three kindles (the two original defective units and the third defective replacement unit) and they sent me labels for all three and promised a gift card in the amount of $592.24 on an Amazon gift card. Once again, I was frustrated to have been on the phone with numerous different people at this point spending upwards of 4 hours at this point but I was happy with the solution. I can go buy another product that *** actually work with that money. Two weeks later no gift card. I spent another 4 hrs on the phone getting zero answers and hung up on. Now I have neither the Kindles nor the money, so I need help as every time I have called over the past 4 weeks they have no answers and just hang up on me without a solution.
Business Response
Date: 04/24/2024
Hello *****,

I'm Himaja from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB

I'm so sorry about the issue you faced with your unauthorized Blink subscription

I understand that you wish to get refund towards the charges towards Blink subscription that you never opted for.

To help you with this, we've successfully cancelled the subscription and refunded all Blink subscription plans .

I hope this information helps.

Thank you for your understanding. We hope to see you again soon.

Regards,

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

Customer Answer
Date: 04/24/2024

Complaint: 21499236

I am rejecting this response because:
Not once did i mention a Blink membership... they must have mixed up the cases. This is about Kindles. This is getting quite frustrating......................................

Sincerely,

*************************
Business Response
Date: 05/14/2024
Hello *****,

I'm Himaja 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. I hope this email finds you well.

I understand that you are concerned about the refund towards the Amazon kindle devices.

To help you with this, we have successfully added a balance worth $592.24 to your Amazon Gift card on April 25, 2024. It takes an hour for the Gift card to get updated and funds are available to use after one hour.

You can find the balance in the "View gift card balance" section of the "Your Account" link.

Please rest assured that your issue has been resolved and feel free to redeem your gift card balance on your upcoming Amazon orders.

Thank you for your understanding. We hope to see you again soon.
Best regards,
Himaja
Amazon.com
Initial Complaint
Date:03/28/2024
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've returned the item that they sent me and they won't issue me a refund. It says Refund not issued: Your refund could not be processed to contact customer service. They are keeping my item and money.
Business Response
Date: 03/30/2024
Hello Aurora,

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've reviewed the complaint and understand your concern regarding refund for returned item from Order 112-7156110-0797035.

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund.

We may also request additional information before granting your request. Amazon takes all security-related matters very seriously and your account security is our top priority.

Please submit your ID in the link sent to your email address on March 25, ****************************************************************** place to ensure that your personal information remains secure.

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.

You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 04/03/2024

Complaint: 21498984

I am rejecting this response because:

Hello,

I am trying to contact Amazon but this is what I get from them.

We're currently working on our customer service systems. Were very sorry and we expect to have our systems running again soon. We're able to answer general questions; but if you need help with your account or an order, please try back later.

Thank you!

Business Response
Date: 04/06/2024
Hello Aurora,

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.

Id like to first offer my sincerest apologies to you.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

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.

You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

Here are our customer service phone numbers:

- U.S. and ******: **************

- International: **************

Our customer's satisfaction and their convenience is very important to us above all else, it's the foundation on which our company was built. Be assured that we'll continue working hard to ensure that you receive accurate service, and also to minimize the chances of anything like this occurring again.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 04/11/2024
I contacted Amazon after the 3 days of my ID submission and they keep on telling me the same with no solution. They ignore me and keep on saying to submit my form of ID again. At this point I feel ignore with no solution.

Hello,

Thank you for submitting your ID information. To continue processing your refund or replacement request, you can contact our **************** team after 3 business days of receiving this message. To do so, go to "Amazon ****************":
Business Response
Date: 04/12/2024
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.

After looking into our records, we found that you have already submitted an ** with us, but we were unable to validate it. This is due to various reasons such as the photo could have been blurry or the ** was expired. You are welcome to re-submit your ** to continue the investigation. If we are unable to verify your ** you will no longer be eligible for a refund on this order.

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.

You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:03/28/2024
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 placed an order on Feb. 11, 2024, was signed up for one month at the rate of $1.12. I placed a second order on Feb. 12, 2024. Both orders were delivered without issue. On Feb. 18th I was charged $11.29 again to my credit card for one month subscription. I logged on, cancelled the subscription on Feb.19, 2024, was refunded $11.29 and I deleted my credit card from the wallet section on Amazon. They recharged me again on Feb. 19, 2024 for one month $11.29 and again on March 19, 2024 even though it shows as no subscription since it was cancelled on Feb. 18, 2024 and I placed no further orders. I used the chat function on Sat. March 23, 2024 to correspond with customer service about the unwarranted charges. They transferred me 4 times, asked me to email banking proof of the charges, which I took screen shots of and emailed to them. After an hour of no resolution, I then switched to calling in to speak to a live agent. The call was long distance from ******* **, not a ***** number when I am using Amazon.ca and it was long distance charges for me to receive. The person on the phone offered me a gift card (for them to keep my money and not refund me and have me spend it on their website again). This is unacceptable when I should not have had the charges to begin with. They stated they would email me with the gift card offer. I have received no gift card or email confirmation that they sent this on to their claims department as I requested this so that there would be no further April charge. The account shows no subscription or credit card listed with them however they have continued to charge me twice. They have lost me as a customer and I am going to have to report the fraudulent charges to the bank if they will not refund me. Any help would be greatly appreciated.
Business Response
Date: 03/29/2024
Hello April,

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

I am so sorry to hear of the issue you have shared with us regarding the charge of ***** CAD for your Prime subscription.

Upon checking I see that your Prime Membership is cancelled and the refund of 2 x ***** CAD has been issued to your original payment method on February 19, 2024 and January 22, 2024. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 04/09/2024

Complaint: 21498890

I am rejecting this response because:
they have not refunded the fraudulent charges & their response does not make any sense because they continued to make additional charges each month. It was not due to a banking error.

Sincerely,

*********************
Customer Answer
Date: 04/09/2024
Attached is a transaction record showing multiple charges.
Thank you for your assistance but it is clear from their response, that they do not care about treating their customers fairly and do not wish to resolve this matter.

Customer Answer
Date: 04/09/2024
Attached is a transaction record showing multiple charges.
Thank you for your assistance but it is clear from their response, that they do not care about treating their customers fairly and do not wish to resolve this matter.

Customer Answer
Date: 04/09/2024
Attached is a transaction record showing multiple charges.
Thank you for your assistance but it is clear from their response, that they do not care about treating their customers fairly and do not wish to resolve this matter.

Business Response
Date: 04/09/2024
Hello April,

Thank you for your response!

I'm sorry for any inconvenience caused with the Prime Subscription Charges noticed on your account.

I've reviewed the details of the account and can confirm that there isn't active subscription found in your Amazon.com account.

However, upon further review, I've found an active subscription in your Amazon.ca account. To help you with this, I've cancelled the subscription on the account and refunded the charges from November 2023 to March 2024.
You'll see the refunds of 5 x $11.29 processed to your card within the next 3-5 business days.
I hope this helps. Have a great rest of the day!
Customer Answer
Date: 04/10/2024

Complaint: 21498890

I am rejecting this response because unfortunately instead of refunding me 5 times as you offered to above, you charged me 5 more times instead. The charges hit my credit card yesterday and today. I have had to cancel the credit card & report the fraud to RBC as a result.
Sincerely,

*********************
Business Response
Date: 04/10/2024
Hello April,

Thank you for your response!

In continuation to our correspondence, I've reviewed the account and refund details and couldn't able to find any charges on the date mentioned.

Further, I see that the refunds were processed successfully back to your card that will be credited in the next 3-5 business days.

In this case, If you don't see the refunds processed to your card in the above mentioned time period or notice any other charges, I request you to contact us back with the Charge ID(s) of the transactions for us to review further and help you.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

For more information about identifying unknown charges on your statement, visit:

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

Once you have this information, you may contact us through the link provided below:

********************************************************** and follow the prompts.

Thank you for understanding. Have a great rest of the day!
Regards,
****** K
Initial Complaint
Date:03/28/2024
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.
Communications has multiple Echo ***** and **** combine devices all under the same umbrella house with *****/Amazon/Echo. Recently a Wi-Fi update took place solely on just the Echo devices. Getting to the right person and department resulted in hours of chaos and confusion by calling different numbers provided by supervisors request a callback so I logged into the account that failed and were rerouted over and over, finally after loss of days of just trying to get basic help for such a simple function a supervisor by the name of EL answered she was not courteous or friendly. Well, the Wi-Fi update occurred on the echoes she feel to inform that all the ring devices would be taken off-line for no understandable apparent reason which we found out the hard way after we hung up our security has been off-line ever since its a great risk to our safety security and compromise. A phone call to **** division only resulted in them. Passing the blame game onto **** And saying they had nothing to do with it while we called attempted back to Echo. They also blamed **** we have been caught in the crossfires of a inconvenient hassle all while paying for services that are not rendered. This is very upsetting. Please have a manager reach out ASAP , as stated here in efforts to outbound, call them from our end, continues in the runaround and hoop, jumping to no avail with loss of time and getting nowhere Furthermore, we would like a credit for one year of services, respectively paid to each outlet of **** and Echo prime music for the complete nightmare. This is occurred for
Business Response
Date: 03/28/2024
Hello *****,

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

I've reviewed your complaint and I'm sorry to know the about the issues.

To help you with this issue, I've raised the issue with our concerned team and they will investigate and provide a response.

I'll be following up with them and once they respond, I'll reply to you with the details. I'd request you to please wait meanwhile.

I hope this helps!

Regards,
*******.

Customer Answer
Date: 04/01/2024

Complaint: 21497560

I am rejecting this response because:
THEY HAVE NOT ANSWERED EMAILS FOR SUPPORT APPOINTMENT TO REP ASSIGNED TO ANSWER

Sincerely,

************
Business Response
Date: 04/08/2024
Hello *****,
Thank you for writing back. I understand you're looking for appointment from support team. Please know that we're not allowed to make outbound calls.
However, we're happy to help you over the phone. Please visit the following link, enter your phone number through the Phone tab, and we'll call you:

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

We're available 24 hours a day, seven days a week. Please ask them to be transferred to the Ring team.
I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.

Regards,
*******
Amazon.com
***********************************
Customer Answer
Date: 04/12/2024

Complaint: 21497560

I am rejecting this response because:
AS PREVIOUSLY MENTIONED THESE STEPS WERE TAKEN ONLY TO LEAD ME IN A CIRCLE.
AMAZO IS WELCOME TO EMAIL ME DIRECTLY SINCE THEY ARE MAKING AN EXCUSE THEY CANNOT MAKE OUTBOUND CALLS WHICH IS NOT TRUE

Sincerely,

************
Business Response
Date: 04/16/2024
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'm sorry but as informed we're unable to make outbound calls.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.
Initial Complaint
Date:03/28/2024
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 2 pack blueair air purifier in August of 2023. After having a couple days, we realized we did not like the purifiers for the price ($400). We purchased an air doctor instead from our local ******* We sent the 2 air purifiers back within days and it shows that they received the items as well. We have been seeking a refund since August. Amazon has been giving us a run-around in regards to acquiring a refund. They asked for me to send in a copy of my ID which I reluctantly did only to tell me they will not refund because the serial numbers of items are not matching up???? Very shady. They refuse to send me back the air purifiers so they are basically leaving me without a refund or a product.
Business Response
Date: 03/30/2024
Hello *******,

I'm Himaja 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 to hear about the issue you faced with your "BLUEAIR Air Purifier (2-pack) for Home" that was purchased on our website.

I understand that you wish to get refund on the return of the above item

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

For more details, kindly review the email sent to you by our team on March 14, 2024 at 6:43 AM (PDT)

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:
*************************************************************

Your order and your account will be reviewed and your identity will be verified through one of 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.

You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

Kindly submit your identity proof to get your concern addressed.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 03/30/2024

Complaint: 21498500

I am rejecting this response because: I did send in my license via the email sent by the ********************** team. My identity was verified with my state issued drivers license. I called after 72 hours to get the results of their decision. Amazon told me they would not ***** me my return and they also hung up the phone on me. On top of that, I cannot get my returned items back so I am out almost 400 dollars without my product. Unacceptable.

Sincerely,

*************************
Business Response
Date: 04/11/2024
Hello *******,

I'm Himaja 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 so sorry about the issue you faced with your 'BLUEAIR Air Purifier' purchased on our website.

I understand that you returned the item and are waiting to get a refund on the same.

Upon reviewing, I see that a full refund worth $376.82 has been issued on your order on April 06, 2024 to your original payment method. Please give your bank 3 to 5 business days to process the refund and update your account with the same.

On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details. After receiving this confirmation e-mail, you can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

Please rest assured that your issue has been resolved.

Thank you for your understanding. We hope to see you again soon.

Best regards,
Himaja
Amazon.com
Initial Complaint
Date:03/28/2024
Type:Billing 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.
Dear Amazon specialist, my account was suddenly locked after I placed order. I have uploaded billing statement according to one screen instruction. But I was confused why close my account after that. I think there is some mistakes. May you please review my account again and help me to unlock it? Thank you. Best regards, *****
Business Response
Date: 04/06/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
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 04/06/2024.
Sincerely,
Amazon.com
Initial Complaint
Date:03/28/2024
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 purchased a softball bat, Easton | GHOST ADVANCED Fastpitch Softball Bat | -10 | 34", for my daughter on Feb 15, 2024. Order number 113-2957325-5654653. The bat was $499 and the total I paid with tax was $527.45. It was delivered the next week. When we received the bat we found it cheaper elsewhere and decided to return the item to Amazon. I requested a return, which was accepted, and sent the item back on March 2,. The item was delivered to Amazon on March 7. It showed I would be refunded by March 23. Once March 23 passed and no refund, I checked the status, and it changed to March 27. Once the 27th passed, it changed to March 31. I finally called Amazon last night and they have now requested some very suspect information. I spoke to Amazon employees located in *****, requesting I send pictures of my drivers license. I do not feel comfortable with this as that can be used for ID theft, etc the item has been in their possession for weeks and probably already resold, yet I have not received my refund. They told me if I dont send my ID, I will not get my refund. They also told me the BBB is ok with this policy when I told them I was contacting you. I never even received anything stating I needed to submit anything else, and I was only told this once I started inquiring about it. I have shopped with Amazon for years and years and have purchased a lot, and never once have I had to submit my personal information. I even successfully made a purchase yesterday afternoon without an issue. I dont know what to do but I dont want to lose my money and I do not feel comfortable submitting my drivers license which can be used for stealing my identity. They already have my address that *** lived at for years and where all my packages are safely delivered and they have the item back.
Business Response
Date: 03/29/2024
Hello ******,

I'm Himaja 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 to hear about the issue you faced with your "Easton | GHOST ADVANCED Fastpitch Softball Bat" that was purchased on our website.

I understand that you wish to get refund on the return of the above item

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

For more details, kindly review the email sent to you by our team on March 27, 2024 at 8:33 PM (PDT)

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:
*************************************************************

Your order and your account will be reviewed and your identity will be verified through one of 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.

You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

Kindly submit your identity proof to get your concern addressed.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 03/30/2024

Complaint: 21498402

I am rejecting this response because: you have failed to refund my money for an item you received back in your possession several weeks ago. You are asking for me to provide my drivers license with personal information while having my banking information as well. This information being submitted to people in other Countries (ie- India in this case) is absolutely absurd. You have absolutely no reason to request my personal drivers license number along with all my banking information unless you wanted to gain access to my bank account. You already have my banking info, my address that Ive used for years along with the return label that was sent specifically to me. You do NOT need my drivers license Im order to refund a purchase made to my personal account Ive used for years. You are proving corruption and it is illegal to steal the identity of someone. You have the item back, return my money.

Sincerely,

*********************
Initial Complaint
Date:03/28/2024
Type:Billing 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.
Hi Amazon support, I`m so confused my account was removed access, after I placed order. I didn`t know what happen. May you please check my account again, and help me to unlock? Thank you. Best regards, ****
Business Response
Date: 03/29/2024
Hello Li Sha ****,

I'm Himaja 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 so sorry to hear about the issue you faced with your account.

Upon reviewing, I see that the account linked to the email ID you've provided, is active and accessible.

In case, if you are referring to any other account, please help us with the email ID or the phone number linked to the account so that we can check the same and help you accordingly.

For further assistance, please feel free to contact our customer support team. To do so, go to "Amazon Customer Service":
*****************************************

I hope this information helps.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 04/01/2024

Complaint: 21498385

I am rejecting this response because: My account was still locked, please help to unlock. Thanks

Sincerely,

***************
Business Response
Date: 04/16/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
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 03/28/2024.
Sincerely,
***
Amazon.com
Customer Answer
Date: 04/16/2024

Complaint: 21498385

I am rejecting this response because: I didn`t request a refund. I just want my account to be unlocked. Please review my documents again, if more documents needed please let me konw. Please unlock my account asap. Thank you very much.

Sincerely,

***************
Initial Complaint
Date:03/28/2024
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.
Ordered a prom dress that had free returns labeled. I received the dress and the quality was very poor. I tried returning the order and was given a return label that had a paragraph written that they do not want me returning the item. I called Amazon and they are asking for me to pay for the shipping and keep the item. When I told them, I do not want the item and want to return it with a full refund, the customer service agent refused and hung up on me. This happend on 3/28/24 approximately 8:45 am. Attached is a picture of the label
Business Response
Date: 03/29/2024
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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

Upon reviewing, I see that the e-mail address you contacted us with doesn't have an order matching what you described. Please write back with order ID in question so we can review and assist you further,

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 04/02/2024
Amazon contacted me and refunded the full amount and told me to keep the item. Thank you for helping with this situation.
***********************

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