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

58,744 total complaints in the last 3 years.
22,135 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:01/10/2024
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 have reached out about not receiving this ORDER # ***-4363250-9012264 which consisted of multiple shipments. The Nexigo webcam was shipped in a package with i think 4 separate orders in the one box. I was under the impression that all refunds were done at the same time. I have called customer service and they refuse to help me. I called customer service and they issued refunds for "all" of the items in the shipment. They forgot to issue the refund for the nexigo web camera. If you look back in the history you should find some notes - i have called multiple time about charges.I would appreciate that this order be refunded to my amazon gift card balance ASAP.
Business Response
Date: 01/18/2024
Hello,

I am Vishal 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 email regarding an order placed on our website.

Upon reviewing I could see that the return window for the items ended on June 7, 2023 we are unable to proceed with the request here.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:01/10/2024
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, For 2 months our proprietary product, ASIN B0B71XC7VG has been blocked by Amazon on the Amazon JP marketplace. We have spent 2 months of focused product improvement and repeated appeal submissionsincluding detailed documentation, yet Amazon has ignored us.Amazons refusal to take our efforts seriously is best illustrated via Case ID **********, which received a denial within 7 minutes after submission. Amazons auto-response directed us back to the Account Health Dashboard, which has proven to be a repeated futile endeavor for this matter.How are we supposed to correct our issue if Amazons teams will not actually read what we send and we are unable to update our own detail page? We have fixed our product, but we need someone on Amazon to work with us!Our Merchant Token is A1P2PE4WRNAGE5. Can you please help us with this matter at Amazon?
Business Response
Date: 01/11/2024
Hi,
We have reviewed your appeal and deemed it invalid. We have sent you details of what is required in your appeal via Performance notification on 2023/12/04. Please review that notification and appeal accordingly.

Customer Answer
Date: 01/16/2024

Complaint: 21112402

I am rejecting this response because:
I wish to rebut the Amazon reply to my BBB complaint. Amazon said that my appeal was invalid. That is simply untrue.
Amazon asked me for:
Information that addresses the complaints received about the condition or description of my item.
A summary of the changes that I have made to my manufacturing process and an explanation of how this will address defective product condition related complaints.
Supporting evidence.

I provided Amazon with:
Comprehensive Plan of Action that fully addresses each specific complaint received
Technical and manufacturing changes that have already been implemented
Invoices, Instruction manuals, Compatibility Table, Training logs, PDP updates, troubleshooting links

Frankly, I do not believe Amazon is reading my appeals or understanding the technical specs of my product. I respectfully request that someone take the time to review the extensive information supplied to my Account Health Dashboard and to Case ID **********.
Sincerely,

***********************
Initial Complaint
Date:01/10/2024
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 have a subscription to Amazon prime. Amazon continues to try to upsell me on their service and they refuse to play music that I have purchased through their service. They are shuffling my music with other music. I just want them to play the music I bought.
Business Response
Date: 01/11/2024
Hello *****************************,

I am ******* 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 issue related to the music from Amazon prime membership and not playing the music you purchased.

In this case, to assist you more precisely, could you please provide the exact subscription you are having issue with which you purcahsed like an order ID or the subscription name that you are facing these issues with, so that we can escalate to the *********** and get this issue resolved for you.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************
Initial Complaint
Date:01/10/2024
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.
Amazon is asking for private information which i am not understanding why. There asking for for personal information for id and etc which they have never asked for when doing a refund! Please help with the isseu i am facing.
Business Response
Date: 01/11/2024
Hello Barento,

I am ******* 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 email regarding an order placed on our website.

Upon reviewing I can see that our specialist team needs 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.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order. I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards.
****************
Customer Answer
Date: 01/12/2024

Complaint: 21112285

I am rejecting this response because: I do not feel cool with sharing personal information this has never been required and is odd. I can verify either through mail signature or something if not i will not be sending in my id thanks.

Sincerely,

Barento M
Initial Complaint
Date:01/10/2024
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.
I am having an issue getting a refund back from Amazon for the following two orders:112-6777239-740**** 113-2395260-543**** Amazon tried to refund me to my original payment method but my card had been closed by the bank because it was compromised. For order number ending in **** Amazon is saying they refunded me 972 to the card and it was successful but that is incorrect. I contacted my bank and they said Amazon tried to refund ****** on Dec 19 but the bank declined and returned the refund to amazon. Amazon still owes me ****** and I asked them to refund it to the gift card balance and they keep telling me they can't because the refund went through already. My bank returned the refund on Dec 19 to Amazon and Amazon reps have told me they see it was declined. Also for order number ending in **** I returned the item on Dec 13. They still haven't processed the refund and keep giving excuses on why they can't. They said because the value they can't issue a refund now. I'm like tracking the return an first it showed refund expected date of Jan 3 then for whatever reason it changed to the 6th. Now it is showing January 11th. I want my refunds.I have talked to many agents on chat and on the phone. They have even hung up on me at times for no reason. This is the worst customer service I have ever received. On Dec 30th a rep ********* to me and said he processed both refunds back to the gift card balance as I requested and it will take 3-5 business days to process. I still haven't received my refunds and I am very upset with Amazon. All I'm asking is for refunds to my gift card balance for both orders. This is crazy that I have had to go through this.
Customer Answer
Date: 01/16/2024
The complaint has been resolved
Initial Complaint
Date:01/10/2024
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 am writing to bring to your attention a serious issue I am facing with Amazon regarding a recent purchase. Despite my attempts to resolve the matter with their customer support, I find myself in a frustrating situation and believe your assistance is necessary.Order Details:Order Number: #***-5574393-9429038 Items: Comber Glass Cups, Naturally Invisible Tape, AOZITA Mouth Dispenser Timeline of Events:On 1/4/2023 I received the aforementioned package from Amazon.Shortly after, I discovered that the items in the package were infested with bugs and mites. Fearing for the safety of my household, I contacted Amazon customer support immediately.Following their advice, I disposed of the items as per their explicit instructions. This was a measure taken to prevent the potential spread of bugs and mites in my home.However, the situation took an unexpected turn when I sought a refund. Amazon's customer support now insists that I return the items to be eligible for a refund.This contradictory guidance has not only caused confusion but also created an inconvenience for me, as returning the disposed items is logistically impossible.I understand the importance of maintaining a fair and efficient resolution process, but Amazon's conflicting instructions have left me frustrated and dissatisfied. I kindly request your intervention to ensure a swift and reasonable resolution to this matter.I would appreciate it if the Better Business Bureau could investigate this issue and mediate between myself and Amazon to facilitate a refund or an alternative resolution that is fair and just.Thank you for your attention to this matter. I trust that your involvement will help bring about a prompt and satisfactory resolution.The detailed items are - 1 of: Combler Glass Cups with Lids and Straws, $21.99 1 of: 400Pcs Natural Invisible Single Side Eyelid Tape, $6.99 1 of: AOZITA 16-Ounce Glass Mouthwash Dispenser, $8.99 Total - $41.72
Business Response
Date: 01/18/2024
Hello,

I am Vishal 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 email regarding an order placed on our website.

Upon reviewing I could see that a refund has been processed for the order.

You can check the status of the refund here :

You can view details of the completed refund on your Amazon.com account:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/19/2024

Complaint: 21112197

I am rejecting this response because:
You guys only refunded an item that I returned. I was only able to return that package because it was in a separate package without the bugs. The other items which i have not been refunded had mites and bugs inside of it. Which you guys told me to dispose. You are clearly not looking at the correct problem! You guys still owe me my money~

Sincerely,

*************
Customer Answer
Date: 01/19/2024

Complaint: 21112197

I am rejecting this response because:
You guys only refunded an item that I returned. I was only able to return that package because it was in a separate package without the bugs. The other items which i have not been refunded had mites and bugs inside of it. Which you guys told me to dispose. You are clearly not looking at the correct problem! You guys still owe me my money~

Sincerely,

*************
Customer Answer
Date: 01/19/2024

Complaint: 21112197

I am rejecting this response because:
You guys only refunded an item that I returned. I was only able to return that package because it was in a separate package without the bugs. The other items which i have not been refunded had mites and bugs inside of it. Which you guys told me to dispose. You are clearly not looking at the correct problem! You guys still owe me my money~

Sincerely,

*************
Business Response
Date: 01/24/2024
Hello,

I am Vishal 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 email regarding an order placed on our website.

Upon reviewing I can see that our internal team has already reviewed this and below is the response from them :

I'm sorry to hear about the problem you've had with your AOZITA 16-Ounce Glass Mouthwash Dispenser

We understand that you've already disposed of the item. At this time, we're unable to move forward with a replacement or refund for this order unless we receive the original item back.

If you'd like to return a qualifying item in the future, see the following steps.

To be eligible for a refund, we ask that you return the AOZITA 16-Ounce Glass Mouthwash Dispenser - Clear Glass Bottle with Pour Spout, Shot Glass, Funnel and Labels, Refillable Boston Round Bottles - 2 Pack you ordered within the return window. You can mail your package back using the return label provided in our *********************** ************************************* )

In most cases, after the carrier has received your return package, returns are processed by Amazon in 30 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

Once the return process is initiated, you can track your return here:

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

Were not able to assist you further until the return is received.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:01/10/2024
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 contacted Amazon on 12/22/23 at ************ and asked why my credit card was getting charged multiple small charges for an extended period of time. I told them that at first I believed the charges to be small purchases from Amazon as their ******** are confusing. I told the representative that I hadnt had time to call because of my mothers extended battle with cancer and her unfortunate passing. The lady was very nice went over subscriptions that it turns out that my 4 year old grandson must have ordered by continuously clicking the fire stick that is hooked up to my credit card. The representative got back to me and said we will process a refund of $182.83 to your credit card and walked me through putting a pin on my ********************** account. I also told the representative that the email they have for me ******************** was no longer a good email and provided her with a new email that was never Changed. I wrote on note on my credit card bill to look for the refund that was never processed. I called back the 888 number on Jan 7 th **** at 3:51 pm spoke to a very rude representative who wasnt interested in my problem at all. I called again and asked for a supervisor after an hour I asked the representative who identified herself as ******* if she had a higher supervisor than herself that I can speak to she then told me she was not a supervisor at all. I then got a male supervisor who told me he sees the email ( that was sent to my old email address not the new one that was provided)to me that says I will receive the refund of $182.83 but doesnt know how that number came to be. I explained to him but he still didnt provide my refund. It is now 6:26 pm and Im a very dissatisfied and disappointed customer.
Business Response
Date: 01/11/2024
Hello **********************************,

I am ******* 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 issue regarding the refund you were promised for $182.83.

Upon reviewing, I was unable find these charges that were mentioned in that email you received for unknown subscriptions that agent canceled.

In this case, I'd request you to provide the charge ID's which are on your statemnet which were charged to your account by your fire stick which was connected to your credit card.

Once we are able to determine those charges, we will be able to check for the refund and find the actual charges.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************
Initial Complaint
Date:01/10/2024
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.
On January 4,2024 I received two $50 product vouchers to use on Amazon.com for health and wellness items from my insurance company. I made purchases that qualified under that category totaling $101.48. On the payment screen I applied the two vouchers totaling $100 and authorized Amazon to bill my debit card ending in **** for $1.48 (the remaining balance). Amazon billed my card multiple times for the $1.48 which was declined by my bank until I contacted them as my bank thought it was fraud. I cleared the issue with my bank and called Amazon on 1/5/2024 and was assured by the Lead I talked to that my debit card would only be charged $1.48. On 1/6/2024 Amazon billed my card for $31.09 which I did NOT authorize. They split the order into 6 shipments and billed individually for those shipments and somehow did not use the remaining balance of the vouchers I authorized them to use BEFORE USING my debit card for $1.48. Ive called them and spent hours on the phone since 1/5/2024 until today 1/7/2024 explaining that I want a refund if the $31.09 and them to use the product voucher and to only bill my card for $1.48. Not one representative *** been able to speak to can comprehend what Im explaining to them and keep telling me that the $31.09 was a part of the order which it was not. Im currently on the phone with the seventh representative for 45+ minutes with no resolution and am waiting to speak to another representative who I have no hope will comprehend nor be able to resolve the issue of my card was charged for more than I as the consumer authorized the day of the purchase which was only $1.48. Amazon has a habit of doing this. This is the third occasion this has happened to me and Im making a formal complaint because the amount keeps getting higher with each error and they seem to not have educated employees able to understand simple math nor do they value their customers.
Business Response
Date: 01/11/2024
Hello *****************************,

I am ******* 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 issue regarding the voucher not being applied and being charged on your payment method instead.

To help you with this issue, I've issued a refund of $31.09 to your original payment method which was charged and we can't really do anything apart from this from our end.

I hope this helps! Have a great week ahead!
Regards,
****************
Initial Complaint
Date:01/10/2024
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 December 28th, 2023 I went on to purchase the Terramaster F2-223 2 Bay Nas Storage from Amazon. I had noticed a coupon on the items page for $52. I clicked the coupon, went to the cart and saw that it said applied. It also showed the amount with the coupon being taken off. When I went to purchase it on the checkout page it wasnt there. I communicated with Amazon via chat about the issue, and was told by an agent that I would indeed get the coupon applied within 24 hours and that I could go ahead and purchase the item. I went on to purchase it, did not see it and called Amazon on the phone and was told I would actually not be getting the $52 coupon anymore. To this day the coupon is still showing on the items page. When speaking with Amazon today I was told I would need to send back the item and repurchase it to try and get the coupon. They can see the coupon is there, but they are not able to refund me the $52, even though I was promised this by another agent, and the coupon is showing up. I even had numerous agents tell me they could still see the coupon on the item, but then when I spoke with a supervisor I was told he did not see it, even though I could and the other agents could. All I want is for Amazon to keep their promise. I am not able to send the item back due to it already being registered to me, and it has TB of data of mine on it. If I switch the *** out, the disk will erase my data. Also, offering me the option to send the item back through the return process, ordering a new one just in order to get the money is wasteful and not environmentally friendly. My order number was 111-8829528-1984240.
Business Response
Date: 01/11/2024
Hello *************************,

I am ******* 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 issue regarding the coupon being not applied on the order #***-8829528-1984240.

Upon reviewing I see that our concerned team has already refunded this amount of $52 with a tax of $3.77 and a total refund of $55.77 to your original payment method on Tuesday, January 9, **** at 5:02 AM (PST).

I hope this confirmation helps! Have a great day ahead!
Regards,
****************
Initial Complaint
Date:01/10/2024
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 have returned a few items Ive purchased from Amazon and am still waiting for a refund when I contact them theyre trying to make me jump through hoops to get a refund Im done being nice I ordered a gently used highchair and They sent me a garbage so I sent it back and requested a refund for order number 111-8370397-7482637 and now it says they lost the return
Business Response
Date: 01/11/2024
Hello *******************************,

I am ******* 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 issue regarding the refund for the refund from order #***-8370397-7482637.

Upon reviewing I can see that our specialist team have already done an investigation on this order for the high chair and they stated that you returned a different item from the expected return item. They also confirmed the weight of the returned item as below:

The package status shows ****** LBS for the item ****** LBS. Item weight is **** kg on ASIN page, which is ***** LBS; returned item+ box is ***** LBS, the box is P5 which is 3.2 LBS, thus the item weight is ***** LBS. Returned item is about 3.5 LBS heavier than the ordered item.

It looks like you may have mistakenly returned a Kids2 highchair in used/damaged condition instead of expected item in your return.

Per Amazon's return policy, we disposed the incorrectly returned item and can't return it to you. Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************

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