Amazon.com Recorded Customer Service Chat Conversations Without Consent, Class Action Claims

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A proposed class action lawsuit alleges Amazon.com has unlawfully recorded consumers’ conversations with its customer service chat feature.

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The 19-page lawsuit claims Amazon has violated multiple Washington state laws by intentionally recording customers’ private chat transcripts for its own commercial benefit without users’ knowledge or authorization. Per the suit, the company has used recording software to glean valuable data from conversations with consumers, which it then uses for marketing purposes and to improve website performance and customer experience.

According to the case, users are entirely unaware of this practice because the website displays no disclaimer or notice that it records their chat transcripts.

The plaintiff, a consumer who communicated with Amazon through the chat feature on several occasions in 2022, says he had no idea the conversations were being recorded until he asked directly.

“A simple advisement that the chats are recorded would have solved this problem but, instead, [Amazon] has chosen to take advantage of this technology, invade [the plaintiff’s] and other class members’ privacy, and reap the benefits of the free conversational data,” the complaint contends.

The filing charges that the plaintiff and other Amazon customers reasonably expected that their chat conversations would remain private or that they would be explicitly informed if the communications were being recorded.

The lawsuit looks to represent anyone in the United States whose inbound and outbound conversations in Amazon.com’s chat feature were recorded without their consent by the company or its agents during the applicable statute of limitations period.

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