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

59,772 total complaints in the last 3 years.
21,252 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:03/26/2024
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.
Dear BBB leadership,I hope this message finds you well. My Amazon account, registered under ***, was placed on hold in early March. Despite submitting my credit card statement, photos of my credit card, and passport, the Amazon review team still refused to lift the freeze. Furthermore, they requested additional passport photos, despite my having already provided them. The information I submitted is genuine and valid.I believe the Amazon review team has demonstrated discrimination and intentional obstruction during the review process. This situation has caused me significant distress, with seemingly no means of recourse. I am reaching out to seek your assistance in coordinating a resolution to this matter. My sole request is for the unfreezing of my account.Thank you for your attention to this matter.Sincerely,WEI
Business Response
Date: 04/17/2024
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 04/17/2024.
Sincerely,
***
Amazon.com
Initial Complaint
Date:03/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am disabled an Amazon refuses to correct this problem even after multiple attempts of not following delivery procedures laid out in detail. This in turn puts me at risk of falling down my stairs to obtain deliveries. Amazon has left me no other choice than to publicly address this. My other door stated is capable for me to obtain deliveries which is compatible to my disability. Please help me correct this dangerous practice and lack of compassion for someone disabled. I have filed 16 total complaints within a 2 month period.
Business Response
Date: 03/26/2024
Hello *****,

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 have reviewed your complaint in details and I am sorry for the inconvenience caused with your order delivery.

To address the issue in an efficient manner and for further research we request you to write us back with Order ID .

Thank you for your understanding and cooperation.

We look forward to see you soon.
Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 03/26/2024
These are all lies. Never received and photos all show FRONT OF HOUSE but delivery says delivered to back. Nothing is being done to help my disability.
Business Response
Date: 03/27/2024
Hello *****,

I hope this Email finds you well. Thank you for writing back to ** and bringing this to our attention.

I have reviewed your complaint and I am sorry for the inconvenience caused.

We take feedback of this nature very seriously.

Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards.

I have escalated the issue to our dedicated team and we will take required action.

We appreciate your business and hope to have the opportunity to serve you again in the future.
Regards,

******
Amazon.com
**********************************;
Customer Answer
Date: 03/27/2024

Complaint: 21486696

I am rejecting this response because: Amazon should be a little nicer to disabled people. Even after numerous attempts (16) contacting customer and supervisors all fell on deaf ears. I believe this is a breach of contract and would like a Prime membership refund but still receive the prime service. I believe this is an extremely reasonable request due to this issue not being addressed the first 15 times.

Sincerely,

***************************
Customer Answer
Date: 03/27/2024
What good is the bbb when you allow serious issues like this to just be allowed by businesses. You should be ashamed in yourself. What if this was one of your family members or your parent! Thank you for nothing and covering big business even when a ******* violation is being committed!
Initial Complaint
Date:03/26/2024
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 had an order go missing at my current address it was my second order on my amazon account I issued a report for a refund and they had me fill out an incident report. After filling out the incident report I was approved for a refund and shortly later on 03/01/24 they emailed me closing my account due to fraud. I reached out to get my account unclosed by an account specialist and they have not replied. They also owe me a total of $50.40 in refund that they had approved and then never sent because they chose to close my account. I am very upset and have been a customer for a while and live in a neighborhood where luck is not in my favor! I shouldnt be penalized for getting stolen from now i am getting stolen from and penalized for the actions of others. I would simply like my account reinstated and the $50.40 that amazon approved refund sent back to my credit card.
Business Response
Date: 03/26/2024
Hello Emanussa ******,

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 have reviewed your complaint in details and I am sorry for the inconvenience caused with delivery of your order ID ending with #****.

We have sent you an Email on Saturday, March 2, 2024 at 1:08 AM (PST) with subject line Your Amazon.com Account. Please reply to that Email ID ofm@ to appeal so that our dedicated team can investigate and take required action.

Thank you for your understanding and cooperation.

We look forward to see you soon.
Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 03/26/2024

Complaint: 21486691

I am rejecting this response because:
I have emailed the email of amazon wishing to close my account several times and have not received any email back from an account specialist to discuss my account situation. ********************** has lacked in communication A call would have been more fitting as an email does not see to be working they are deemed unreachable in my opinion. I am not asking for a lot I simply would like my account reinstated and the refund refunded to my credit card. Amazon had told me my account was closed and proceeded to charge me for amazon prime aswellshocking that they can decline my purchases but still take my money for their membership use.

Sincerely,

Emanussa ******
Business Response
Date: 04/01/2024
Hello,

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 01 March, 2024.

Sincerely,

****.
Amazon.com

Customer Answer
Date: 04/01/2024

Complaint: 21486691

hello thank you for getting back to me yes I understand. I am a prime member and I was wondering How do I go about getting my account reinstated. I would like to resolve this issue.

Sincerely,

*********************
Initial Complaint
Date:03/25/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 3, 2024, I bought an Amazon gift card worth $850 at Publix supermarket, and then I recharged it to my Amazon account. On February 15, 2024, I spent $377.95. On February 16, the remaining $366.41 in my account was counted without reason. During this period, I tried to contact customer service many times to get my remaining money back. Amazon asked for my receipt for the gift card, I provided it, It has been more than a month, and I still can't get my money back. Please help me to get my money back. Thanks
Business Response
Date: 04/11/2024
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.
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 2024-04-10.
Sincerely,
****
Amazon.com
Initial Complaint
Date:03/25/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account has been closed for no reasons since last monday, and i have tryed everyday to send e-mail and called customer help to get full access to my account. And it just reply to me day to day i have to wait and nothing happened. I still not get access to place my order. They repeat the same word that they will solve my problem and get my full access....It seems i have get into a dead cycle it is really waste my time and get sad.The only thing i need is to restore my account.
Business Response
Date: 03/26/2024
Hello ***********************,

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

I've reviewed the complaint and understand your concern regarding the Account access issues.

I apologize for the inconvenience.

Upon checking, I see that your Amazon account is active and an email has been sent to you on Monday, March 25, 2024 at 5:50 PM (PDT) with the required information for account verification.

I would request you to reply to the email with the required details.

I appreciate your understanding in this matter.

Arun
Amazon.com ****************
Initial Complaint
Date:03/25/2024
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 had an item that was delivered, it came damaged with missing parts, it looked like it could have been used. I reached out to customer support about this and many times I was disconnected, or hung up on. I was once transferred through to a specialist who did not help me and as I was asking questions they hung up on me. This is extremely frustrating since I waited a while just to get ahold of someone. I asked each representative if I could receive some type of compensation or if a return is needed that help is sent out because it is a very heavy item. Each person either ignored my wishes and questions, so I gave it another try and contacted once again. I was pushed through to someone named ***** and he was able to help and answer my questions, he said he would resolve the issue by issuing me a refund back to original payment, and at the end of our chat I asked if I would have a confirmation email sent to have as proof he said yes it would arrive shortly. However, that never came and instead I was sent about 2-3 emails stating I need to upload my personal information to receive any refund, even after being told that my refund would be processed already. I felt like that was very misleading and not only that, an invasion of privacy. I am not okay with uploading my personal information that Amazon will give away to a third party- that is not even mentioned who. To say that if I dont give my information away to this third party then I will not be helped and no longer to resolve this issue. On top of how difficult it was to find someone to just help, I am extremely disappointed with Amazon and their service lately. I just want my refund that I was promised otherwise I will have to reach out to my bank, which is what I want to be a last resort. Ive never had an issue like this with Amazon. If this is the kind of service they will give, I will not shop here anymore but give me what I was told Id be given. Order #***-7558940-9407404, for RHYTHM FUN Walking Pad Treadmill
Business Response
Date: 03/26/2024
Hello Ciara ********,

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 have reviewed your complaint in details and I would like to inform you that because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement.

Please note that 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":************************************************************************************

We may also request additional information before granting your request for the order ID ending with #****.

We have sent you an Email on Monday, March 25, 2024 at 4:43 PM (PDT) with subject line Your Amazon.com order. Please refer to that for more information.

Please use the given link in that Email to provide the required information before expiration date so that we can work further on the order.

Thank you for your understanding and cooperation.

We look forward to see you soon.
Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 03/26/2024

Complaint: 21486152

I am rejecting this response because:
Amazon says there has been abnormal activity on my account which is UNTRUE or at least tell me what abnormal activity there has been. All my other purchases have been fine besides this one and *** only had one return. I am not comfortable sending my information to a third party. If there was any abnormal activity my account would have been closed or frozen. Unfortunately I will be contacting my bank and no longer using amazon if this isnt resolved.
Sincerely,

***************************
Initial Complaint
Date:03/25/2024
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 returned an item to Amazon 3 weeks ago (order 111-6067600-2024202) via **** I contacted Amazon to chase my refund and received the following message:Because we noticed abnormal activity on your account, 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.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:I not comfortable uploading my ID for this reason. Im hoping you can help me to get the refund.
Business Response
Date: 03/26/2024
Hello *********************,

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 have reviewed your complaint in details and I would like to inform you that because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement.

Please note that 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":************************************************************************************

We may also request additional information before granting your request for the order ID ending with #****.

We have sent you an Email on Monday, March 25, 2024 at 6:07 PM (PDT) with subject line Your Amazon.com order. Please refer to that for more information.

Please use the given link in that Email to provide the required information before expiration date so that we can work further on the order.

Thank you for your understanding and cooperation.

We look forward to see you soon.
Regards,

******
Amazon.com
*****************************
Initial Complaint
Date:03/25/2024
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.
On February 28 I purchased what I thought was a new platsyation5 spiderman 2 bundle. The package arrived on March 2nd. I was surprised to see the item was not new it was used. It arrived in a plain brown box and the was no protection for the game system. Upon reviewing the listing it was my mistake as the listing said "used like new" item. However it did say it would arrive in its original packaging. When I realized the mistake I had made I instantly started the return on Amazon. I did not wish to purchase a used gaming system. The package was sent back the same day March 2nd. It was received by Amazon on March 6th. Amazon is not refusing to give me a refund unless I provide ID. This is absolutely ridiculous. I no longer have the item and Amazon got the item back. I have attached proof of shipping and tracking. I refuse to give Amazon my personal identification to give me a refund for items that they now have in their posession. All I would like is my money back for an item that was returned to Amazon that I no longer have. When I have tried using Amazon customer service they have no answers for me and just keep telling me I need to give them ID but they refuse to tell me why. They have even hung up on me multiple times when I asked to speak to a manager.
Business Response
Date: 03/26/2024
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.

Im sorry to learn about the problem with refund and Id verification process. 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 to issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

Once you submit your information, it can take up to 3 business days for us to finish our investigation.

After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

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

Regards,

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

Customer Answer
Date: 03/26/2024

Complaint: 21486067

I am rejecting this response because:
This is a standard copy and paste that Amazon gives to everyone they are asking for ID from. I do not care how you will "handle my information". The bottom line is you sent me something and you have received it back and now you need to provide me with a refund. You do not "need my information" to provide me with a refund. You have your merchandise back and now I would like my money back. You need to explain as to why you are asking for ID not that in certain situations you ask for ID. Well please explain without copying and pasting why you are asking for my ID for MY SPECIFIC refund. I want you to state facts from my order PS5 dates ordered and shipped and when you received it back and to why this process needs my ID to give me back money for merchandise I no longer have. I do not wish to hear certain situations. I want to know why you need to see my ID for this specific situation.

Sincerely,

***************************
Initial Complaint
Date:03/25/2024
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.
Ive had an account with ********************** for several years. To pay for my purchases I consistently used debit gift cards.One of my latest cards I used in this and other new family account. As we all know, the gift cards are purchased with the purpose to be a gift. They can be used by anyone they are given to. I contacted Amazon on behalf of that another new account from which ******************** wrongfully took and kept to themselves $100 from their balance while denying the service. Since amazon provided no way to be contacted from that account, I connected with amazon from mine. The complain about this has been filed with you. So I stated to amazon that as soon as I use up my balance on the account, I will not do any more business with them due to their dishonest practices.Then on 03/18/24 amazon surprisingly emails me:After reviewing your Amazon.com account, we did not find any unauthorized activity. As a result, we did not make any changes to your account.Well, first: I have not made any complain about unauthorized activity. Second: as you see: they didn't find any unauthorized activity. Then how come they locked my account with my $34.+some in it (I think it is $34.46)? So that they can pocket my money BEFORE I use them up? For they eliminated my account all together, stating: we cant find any account with this email. And just take my money to themselves, ha?Well, that is almost exactly what they have done with that new family account, pocketing $200 while outright ignoring all the verifications/ purchase receipts provided, saying they are protecting your account.Well, thanks, ********************. Stealing our money isnt protecting it. We dont need your services. We need protection from you.
Business Response
Date: 04/16/2024
Hello Hva,

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 account.

With the information on the account, I was unable to find the account which had the issue. I would request you to please write from the account email address so that we can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 04/25/2024
Dear BBB! and Dear Amazon!
Thank you for the reply.
The account email is *************************, the same I wrote from. It is the exactly email used in this Amazon account.
The attached please find the file of my account name *****, and the transactions of the last debit gift card used. As you will see the file contains the exact times and the amount paid to Amazon, via this email account. ********************** must have some history records of their transactions.
Thank you.
Hva H
Business Response
Date: 05/05/2024
Hello,

We have reviewed the customers buyer account and cleared the unauthorized activity from the account.

We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 3/20.

For more information on our privacy policy, the customer can search for Privacy Notice on the Amazon shopping website.

Sincerely,
Amazon.com
Customer Answer
Date: 05/07/2024

Complaint: 21486036

I am rejecting this response because:
    I dont know what account ********************** refers to here but there have NEVER been any unauthorized activity nor discussion thereof on this account. Instead, on 3/18 Amazon sent an email, referred to earlier, which clearly states just that. I attached the screenshot of this email.
    This account have NEVER been put on hold and therefore needed reinstatement. Instead, as stated multiple times, Amazon terminated my account still with the balance on it while spelling very clearly that they HAVE NOT FOUND ANY UNAUTHORIZED ACTIVITY.
    It remains solely Amazons responsibility to figure out how to return to me my balance from the account they terminated on their own WITHOUT not only NEVER receiving any my request of any doing so, but also without ANY OF THEIR SAYING SO to me at any time. Even as clearly seen from THEIR OWN email statement of 3/18 without even an excuse of unauthorized activity. But just ... quietly WITHOUT AN AUTHORIZATION terminated the account and pocketed my money!
Therefore, it remains Amazons responsibility to work out the way to return their customers money back.
Sincerely,

Hva H
Customer Answer
Date: 05/07/2024
Dear *****
This is the file Id like to use with the message sent today, on 5/7/24. (instead of the 18.pdf placed earlier today)
Thank you much.
Hva H
Business Response
Date: 05/24/2024
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 05/17/2024.
Sincerely,
Amazon.com
Customer Answer
Date: 05/30/2024

Complaint: 21486036

I am rejecting this response because:
Amazons statement is inconsistent with and directly contradicts their own previously made statements in regard to this account, as itd been relayed earlier. I included again the attachments of the screen-shots of these Amazons statements.
As Amazon clearly confirms in these statements, there was NOT at any time any problems with this account. As well as the fact that they cant find the record of the account itself!
It appears now that in Amazon, still in attempt to avoid the responsibility, decided to use their favorite tactic by simply blaming a customer (while apparently contradicting their own previously-made statements) for supposedly policy violations explanations of which they can never provide: well, because it doesnt exist. And so Amazon conveniently explain that it is proprietary information! For this way they dont have to be accountable, or defend their lie.. while stealing their customers money.
The email of 5/17 that Amazon here mentions sending me, I never seen either (no, it is not in spam). There has never been such.
Sincerely,
Hva H
Initial Complaint
Date:03/25/2024
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 opened a new account with ****************** earlier in March, 2024. Deposited to my amazon balance $100 from amazon gift card (issued by amazon) bought with cash at a retail.Without any issues, amazon immediately withdrawn ALL my balance and I proceeded with my order, paid entirely with my balance. Meanwhile bought another amazon gift card of $100, deposited for the next order. Again, amazon took ALL the money off my card immediately. No issue taking my money.Then on the day of the first delivery, 3/16/24, amazon shuts down my account and emails me that they noticed unusual payment activity and want me to verify. Well, how interesting!1. amazon issues their own cards and distributes them in stores for customers to buy. If their cards are unusual, amazon first need to stop issuing these, BEFORE they take the customers money.2. Buying and paying with gift cards, including amazon own issued gift cards are not any unusual activity, but fully legal and very usual activity. How dishonest for Amazon to lie on their customers while pocketing their money! But what is HIGHLY unusual, however, it for a company like amazon to take the customersmoney in payment for a service, and then refuse the service as well as refund. THIS IS HIGHLY UNUSUAL!3. Amazon asked for receipts for these cards to verify. Okay, these BOTH were sent to them. Next? .. Well, one would expect all the balance back, right? Unfortunately, again, a very unusual activity of amazon: they just kept a half of my total deposit, which is $100. When I noted about this, their reply was: Thank you for contacting us regarding your account. We have canceled your order and voided your gift card balance used for order ####.We have taken these actions because you are attempting to use Amazon Gift Cards that are in violation of our Terms and Conditions.If you believe we took this action in error, please reply with an attachment of the gift card purchase receipts or other documentation of gift card ownership, and authorize all the Amazon Gift Cards used to place the order ####.You can find more information on the Gift Card Terms and Conditions help page:www.amazon.com/gc-legal.4. So I decided to see what their Terms and Conditions say and what possible violations I attempted using these legal gift cards of amazon-own issue: None was found ( more on this below). Since I found such odd and highly unusual decision in error, according to before-mentioned instructions, I attached again BOTH receipts of amazon gift cards and authorized my order #####. So, did it help now? No. No: amazon still wants to keep my money.5. And this is what I found in their Terms and Conditions in regard to any gift cards and gift debit cards.Gift Cards; Amazon.com Balance; Redemption.Amazon.com Gift Cards are issued by ACI Gift Cards LLC, a Washington limited liability company, and include Amazon.com Gift Cards that are automatically added to your Amazon.com Balance when you reload your balance, receive an allowance, or use an Amazon Cash barcode (Gift Cards). Your Amazon.com Balance displays the total remaining balance of all Gift Cards that have been applied to your Amazon.com account but not yet applied to a purchase......Any unused Amazon.com Balance will remain associated with your Amazon.com account. If a purchase exceeds your Amazon.com Balance, the remaining amount must be paid with another payment method.So, even though we have unused balance on the account that ******************** promises to display, amazon does not, contrary to their policies.As mentioned earlier, my total purchases were totally paid with the Amazon balance. The first order was all processed using that gift card balance off the amazon gift card, and amazon didnt state any issues. The second order was not going through requiring some PAYMENT METHOD, while my total gift card balance had already covered the whole order. This IS the payment method. Used to pay, right? .. As the order was not going anywhere still, I decided to place a debit gift card, ending ### on the account as such payment method, while paying in full with my gift card balance, and not card ###. This debit card ### we use in familys different accounts. Nothing in any amazon/elsewheres terms says that we cant have more than one account for a family or a person, or that we cant use our own card in more than one account!NO ********************** TERMS SAY ANYTHING ABOUT THAT. Therefore, none of the claims of attempt of violation on my part are any valid. The Amazons statement is therefore false and should not be an excuse to pocket my money.Also, we all know any gift card is meant to/can be gifted to another. That is why they are called a gift card and doesnt display any name.So, even though we have unused balance on the account ******************** promises to display, amazon does not, contrary to their policies, but pocket our money to themselves. ... So next, I did sent the purchase receipt of the debit card ### as well as the photo of the card, as amazon requested. Answer?We have reviewed the information you provided but we were unable to verify ownership of your **** payment ending in ### because the document provided did not prove card ownership - please send us a document that includes name, address, last four digits, and transaction details of the card used.Unable to verify? Yet, the receipt document clearly displays the name, address, last four digits,and transaction details of the card. So, does amazon not know how to read? Or... Simply dont want to read? 6. General Terms of amazon Terms and Conditions.TheAmazon.com Conditions of Useapply. No fees apply to Gift Cards. We reserve the right to require additional verification of your identity, Gift Card or account ownership, or provision of an additional payment instrument, before you are able to apply a Gift Card to your account or your ******************** Balance to a purchase.As you can see here, contrary to their own conditions, they didnt require any verifications before they took ALL MY BALANCE in neither of both orders. Both amazon gift cards had been already applied to my account/******************** Balance to a purchase BEFORE placing an order, or card 2196 as another payment method. So who then attempts to violate their policy? Clearly, Amazon itself.1.In section 4:Use of Amazon.com Balance or any Gift Card in Violation of these Terms and Conditions.... We reserve the right, without notice to you, to void Gift Cards (including as a component of your Amazon.com Balance) without a refund, suspend or terminate customer accounts, suspend or terminate the ability to use our services, cancel or limit orders, and bill alternative forms of payment if we suspect that a Gift Card is obtained, used, or applied to an Amazon.com account (or your ******************** Balance is applied to a purchase) fraudulently, unlawfully, or otherwise in violation of these terms and conditions.So, based on all the above, with all the documentation and evidence provided, amazon is not free or justified to claim suspecting anything when all the evidence as well as their own policies indicate otherwise. It seems the only reason for such is simply to take to themselves customerss moneyswithout providing service. That is dishonest and unlawful activity.And this appears a clear pattern: 1.Amazon disregards receipts for both gift cards provided and keeps a half of (one of the gift cards) the customer ******************************** disregards receipts for debit gift card, and keeps the whole $200 of the customer deposit. (steal ************* advertising free shipped by amazon, during check-out, amazon tries to trick/force a customer to pay for shipment of items they advertise and promise shipped free, WITHOUT an option of free shipping. This is unlawful for any business to advertise one something but then refuse to provide it. ..And so if you remove this particular item from this order, then this same shipping trick gets attached to another item on that same order (also promised shipped free) which had just shown free shipping on the order page, before the removing that previous item! and if you make another such adjustment, this shipping trick gets attached to yet another shipped-free-item, and so on! The game just goes on! This is unlawful and very dishonest practice by amazon.These above patterns show me Amazons dishonest practices to pocket customers money any way they can, verified/advertised/promised/honest or not.
Customer Answer
Date: 03/26/2024
This is a second complain to add the one submitted earlier. As in the previous case, Amazon blocked all access to the account including to customer service while saying: log in, provide verifications. Yet, Amazon consistently ignores all the verification, the official business receipts already provided, multiple times. Then pocketed all the $200 on the account and blocked the access to it.
Customer Answer
Date: 04/13/2024
On 04/10/24 I received another email from Amazon requesting the information ALREADY SUBMITTED, upon log in to my account. Andas **************************** still keeps my account LOCKED so NO LOG IN IS POSSIBLE!. Are they doing business or playing a game? Or incapable of doing business? For this should be very simple to comprehend: if they invite to log in, they should stop locking the account. Should be quite simple, isnt it?
Customer Answer
Date: 04/13/2024
The amazon account in discussion is *****************.
payment were Amazon gift cards as mentioned as well as debit gift card.
Business Response
Date: 04/16/2024
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email or an attachment to the complaint. We sent this request to their registered email address on 4/17/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 04/25/2024
Dear BBB!
As I related earlier, Amazon locked my account while requesting (again) to submit the information/documents requested. I have contacted them numerous times, including phoned more than once, that first: they need to unlock my account to make the log in possible! How do they expect me to log in, please?
Second: this exact and VERY CLEAR detailed requested information WAS SENT to them already TWICE OR THRICE! Just as I referred to in my previous statements. Thank you.
BL
Customer Answer
Date: 04/25/2024
To add to my previous statement: I even just phoned them today, 04/25/24 twice! As I did the last week.
And pointed out that Amazon's requesting me to log-in to my accountwhile they keep it LOCKED, is an impossible request. How do they expect me to do this? And even though it has been brought to their attention that many times, they made not any changes!

Customer Answer
Date: 04/30/2024
As mentioned, I called Amazon customer service twice on 04/24/24. Requested to speak to supervisors. Swarna came on the first call ( I had to call the second time because ****** has not helped anything).
     ******, as seems normal to Amazon spoke as if being deaf, CHOOSING NOT to hear what what I told ***** plain Englishat least 5 times. She did hear me all right the first time.
      And true to their amazons merry-go-round game, Swarna graciously offered me to submit a (again!) request submitted already 7 times to the same Account ******************** team which all these 7 times REFUSED to respond and return money they stolen. Just playing deaf -going around game, refusing all the supporting info sent them TWICE, and after receiving it LOCKING MY ACCOUNT TO PREVENT ANY FUTURE ACCESS while also hypocritically instructing me to follow their guidelines followed ALREADY.
       Swarnas solution was: wait ANOTHER DAY for that team to respond while choosing to ignore my -ALREADY- HAVING -WAITED- MORE -THAN- 30- DAYS ! she did hear me say it 5 times. ****** offered me the recipe for the insane. Thanks a lot, ******. NO.
       ...In the end of this round conversation with ******, she HAPPENED TO say that if that team doesnt help THEN she WILL NEED TO ESCALATE! ... O!! ..I reminded Swarna the zillions time that the team DIDNOT help AFTER 30 days waiting! And that is exactly the step I called for to to be taken: to ESCALATE ..O, well, .... Swarna emergently resumed becoming deaf again, and stated she absolutely doesnt have any access to any managers neither over her, nor in any Amazons departments! O, What an AMAZING NONESENSE! ...and she quickly ended the conversation. Just as other agents before her, she didn't do anything to help her customer. Seriously, if their customer service department is unwilling or incapable of doing the customer service, nether should they have such.
         Since Swarna did not helped me (the game-playing is NOT help), I called again. Spoke to supervisor ***** now. ***** also went their usual merry-go-round-solve nothing-game. But then she promised to contact their ************************ to investigate why the Account ******************** Team fail in their job in resolving the issue while willingly refusing every submission of information already made, as well as locking the account to prevent any log in and further submissions or contact. ***** assured me that this departmentand not Account team who proved to do nothingwill be contacted and will respond within 24 hrs.
Result? NO investigation was done. Investigative team has NOT contacted me. But the Account team the one I said clearly I am not talking to emailed me. What did they emailed? Nothing. Same deaf-"go round" game.
I enclosed the copies of email correspondence below:
Emailed on 04/24/24:
Hello,
We received your most recent communication.
We had already implemented the appropriate resolution and sent you an email with further guidance.
Sincerely,
Account Specialist
Amazon.com
    And this is the one they referring to, emailed on 04/16/24:
Hello,
Thank you for contacting us regarding your account.
Your account is temporarily on hold. During this time, you won't be able to access your account, use any ********************** benefits or gift card balance, or place orders. To regain access to your account, you will need to confirm details related to your payment method.
We took this action because either the Amazon gift card or the Amazon gift card balance that you are using is in violation of our "Terms and Conditions".
How to restore access to your account?
Sign in to your Amazon account and follow the on-screen instructions to upload the gift card purchase receipts.
You can also upload other documentation proving the gift card ownership, such as the image of the physical gift card or an email or SMS from the sender.
When uploading a document to verify ownership of a payment method, be sure that the name, address, payment type, and relevant transaction information are clearly visible.
For your security, only display the final 4 digits of the payment method number. Any sensitive document you provide is not stored in our systems and is deleted immediately after verification.
Account Specialist
********************
So Amazon is clearly saying here is that:
  1) that they PURPOSE to keep my account locked though also hypocritically inviting me to log in (to upload supporting information).
2) they HAVE RECEIVED THIS SUPPORTING INFORMATION (that is why they thanked me for it being sent). Yet.. being true to their deaf game, they request me to send them... the very information they just confirmed receiving. TWICE!
So what such Amazon behavior SPELLS OUT to is:
Amazon doesnt WANT to see this supporting information. Because Amazon does not WANT to return my money.
Id like to note here also: We know that Amazon advertises themselves to be a customer-centric company,.... I wonder why so. For obviously, Amazon is a customerROBBING companynot customer-centric.
Business Response
Date: 05/02/2024
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 05/02/2024.
*********,
***
Amazon.com
Customer Answer
Date: 05/04/2024

Complaint: 21485758

I am rejecting this response because: DEAR ***
Why are you still keep asking me to sign in to my account when right then you also saying that I wont be able to sign in? How are you suggesting I do that?
Sincerely,

Bl H
Customer Answer
Date: 05/07/2024
BL account
Dear ********************!
I d like to attach here the files of the photos of both amazon gift cards and the receipts of their purchasing.
Since Amazon seems to continue their game of locking my account yet requesting me to log-in (which is an impossible task), and also requesting the supporting information,already sent TWICE but decidedly IGNORING it, TWICE as well, -I am attaching them here.
These are files exactly as requested in their last email which the copy I also attach for easy reference.
Thank you.
Sincerely, ********
Business Response
Date: 05/10/2024
Hello,

We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 05/02/2024.

Sincerely,
Amazon.com
Customer Answer
Date: 05/10/2024

Complaint: 21485758

I am rejecting this response because:
The email of 5/02/24 had already been responded to. The required information has been already sent multiple times, including via BBB with the last response.
Sincerely,

Bl H
Business Response
Date: 05/16/2024
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 4/17.

Sincerely,
Amazon.com
Customer Answer
Date: 05/20/2024

Complaint: 21485758

I am rejecting this response because:
The requested necessary information was sent to the business TWICE. After which the business locked the customer account from accessing it.
See the attached screenshots of the referred-to email and of the sign-in-screen displaying that.
The email referred to (the correct date is 4/16) was already replied to and the office was phoned TWICE on 04/24/24 in regard to it, as described in the previous statement
Sincerely, Bl H
Business Response
Date: 06/06/2024
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 06/06/2024.
Sincerely,
***
Amazon.com
Customer Answer
Date: 06/07/2024

Complaint: 21485758

I am rejecting this response because:
I just wanted to note earlier, adding to my previous reply that since BBB doesnt support sending/including in the replies any personal information, the copy of the receipt of purchasing debit gift card along with the photo of the card couldnt be included for BBB site, with the previous reply. And as have been noted earlier, these documents WERE sent TWICE to the business site. After which they still invited me to send those while having locked the access to the account. Joke, right? So if the business still requests to see this document the THIRD time, they are free to open the access and instead of playing this dishonest game.
I understand, of course, that they just want to keep the money (which is called theft)which is why I filed the complain in the first place. Thus, Amazon shows clearly they dont have any excuses for all the documentation have been provided. So now, not even referring to all this valid documentation since that excuse dont work, they just want to explain their desire to steal the customers money by supposed policies, which, as I referred to in my original complain, actually dont exist: I have read their policies.
And if these WERE the "policy" issues in the first place, then why Amazon just kept playing their game over and over again in requesting VERIFICATION DOCUMENTS (ALREADY SENT) while keeping the account locked, so that not further sending can be possible, right?and since that didnt work and BBB got to see the copies of the documents, now Amazon just decides to falsely refer to the policy. But.. what happened then to these documents and their verifications? They dont actually matter? .. never have?
So the point remains, unfortunately, then:
Amazon means to steal the customers money. Documentation or verification has never been an issue. And if their policies stated anything about just helping themselves with their customers money whenever they feel so, why all that saga with documentations? For they could just take the money and save themselves trouble, right?
Therefore, clearly, amazon just proved their fraudulence. And as their own agent said, amazon ripping their customers quite often, by stealing their amazon balances.
No business will survive by robbing their customers.
Sincerely,

Bl H

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