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

58,722 total complaints in the last 3 years.
22,155 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: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,
****************
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 three (3) separate Amazon orders, which were all 1 dress each, that I returned, tags still attached and in original packaging, to an amazon return location in ********, ** on 12/16/2023. Reason for the return was they did not fit. I received a return received confirmation email for each item. On 1/7/2024, I contacted amazon customer service asking when I would receive my refunds for the 3 confirmed returned items. Amazon then said I need to submit a copy of my drivers license in order to get my refund, and if I do not comply, will not receive my refunds although it is confirmed I returned them to an amazon return location. I do not feel comfortable sharing all of the information on my drivers license (or any other identification form) with amazon. They are wrongfully withholding my refunds and threatening to keep my funds unless I share private personal information that they do not need. Order # ***-0127829-1208255 Order total $***.19 (1 item)Order # ***-0549574-4913867 Order total $64.67 (1 item)Order # ***-3931495-1321000 Order total $106.72 (1 item)
Customer Answer
Date: 02/05/2024
***********************
Business Response
Date: 02/17/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding the disputed charges.Please find the refund details below:
A refund of ****** USD and ****** USD was issued for the order 113-0127829-1208255 and 113-3931495-1321000 on 2024/01/16.
and the dispute on order 113-0549574-4913867 has been resolved in your favor.No further refund is due.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

*****
Initial Complaint
Date:01/10/2024
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 had several items that were supposed to be delivered 01/07/23. One of these Amazon packages was put in my mailbox and whoever dropped it off left my actual **** mail on the ground. Another order order says delivery attempted. And the last one was left on my doorstep. When I called customer service to find out what would stop someone from delivering my package when things have bee left overnight on my doorstep, nobody was any help at all. Made the call at 4:56 est, and I was put on hold for over twenty minutes with no explanation. Then I was transfered to another agent who said, " the call was incorrectly transfered and I need to call back." He promptly disconnected after that. I want to know what the issue with my delivery was and why Amazon is leaving things so haphazardly in my mailbox. I delivered for a dsp part time a few years ago, was not allowed to do that
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 deliveries being done haphazardly at your mailbox.

I've raised the issue with our concerned team to look into this and they will investigate and provide the proper resolution, meanwhile I'll be following up with them to provide you with the response they provide me.

In this meanwhile, I'd request you to provide the order ID's that are in question in this issue so that would be useful for our team to investigate more efficiently.

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.
I opened an account and ********************** account via the phone either 2022 or 2023 I paid for a Prime Membership I then placed an order over the phone downloaded the app have placed multiple orders I was receiving request to link an email to my app I could not do this I called multiple times to speak to a customer service representative that was unable to assist me finally I believe it was in either October or November of 2023 I was instructed by the customer service rep for ********************** since I'm unable to link an email address I will have to remove the app and start over again with a new account which I did now January **** I'm looking to place an order it tells me that I'm not a Prime member nor does it have my previous transactions I contacted customer service January ******** and regards to this and no one is able to assist me they can find the account that has my ********************** Membership but because there's no email link to it they're telling me they unable to help me which is allow me to continue with my Prime Membership also I made it unable to place an order using that Prime Membership and I have an item that's scheduled to be returned in January and I'm unable to do that because again there's no email associated with that order number I simply want my Prime Membership I also would like to be able to return the item and get my full refund as I don't think this will be accomplished before January 31st I've spoken with multiple people including a supervisor named **** the customer service rep named ******* and a ticket person name Ches. I what internet amount but I'm not sure I think the membership was like $150 for the year and I don't know the amount of the item that I'm looking to return because on my statement with my credit card it doesn't show the name of the item only the day was a purchase made and according to the Amazon representative they unable to give me any information in regards to the item because of no email address associated with the account Order number attached
Business Response
Date: 01/12/2024
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've reviewed your complaint and tried searching the email address provided by you.

Upon searching I found an amazon account under this email address. But I didn't see any prime membership subscribed to the account.

From your comments I understand that you are referring to an account opened with a phone number.

We request you to share the phone number with us, so that we can review the correct account and assist you further.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 01/23/2024
Good morning to Amazon and the BBB I've been replying to multiple correspondents from Amazon advising I do not have a Prime account as I advised I'm still waiting for my Chase credit card which I opened with Amazon to send me a copy I confirm with them that I did pay for prime in 2023 I'm also now attaching a copy of the shipping label that I paid for using my Prime with Amazon and that credit card that I'm unable to send back by January 31st because I no longer had that active account this is also a way that Amazon can track to see that I do have a Prime account currently in existence since the last email was sent to me they said they couldn't find anything using either of my telephone numbers which again I responded to that is untrue when speaking to an Amazon customer service representative they were able to locate the account however could not advise me of any information because of no existing email which is the entire reason that I had to file this complaint the email was never listed on the account I always use the telephone number please see the attached.

**************************************;

Business Response
Date: 01/27/2024
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've reviewed your reply and checked the attachment you've shared. I was able to find the charge on another customers account but, for security purposes, I am unable to share the details with you.

If you still do not recognize this charge, please dispute the charge with your bank.

To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

Your patience and understanding is appreciated. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 02/27/2024
Good morning, again I'm showing proof of an Amazon prime account from February 2023 to 2024 and from May 2023 I was unable to use due to an Amazon representative advising me to delete my account/app and re-install because app was not accepting either or my emails, here is a copy of my Amazon prime cc showing a purchase that I made to my address at this time I'm currently no longer a prime member because the membership has expired. I'm asking for a full refund because of me having so many issues with this account and trying to resolve this for several months. As you can see this order was with my prime number! Order #D01-1480568-2688202.

**************************************;
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 had returned a product to Amazon and after waiting for my refund I messaged Amazon support. The support staff replied saying that I needed to submit a form of ID to verify my identity in order to get my refund. I feel this is a gross invasion of privacy to require ID for a return when this has never been asked of me in the past. Amazon already has the returned item. It's grossly unprofessional of them to keep both the returned item as well as my money like it's a hostage unless I give them personal information I feel is unnecessary. After filing a charge back with my credit card company, Amazon then emails me saying that they will charge the card on file for my account to recoup the money taken for the charge back, which makes no sense to me because they have the item I returned in their possession. At this point how can they expect me to be ok with them charging my card again for a product I have returned and they have received. When I explained this to them in an email they basically said they would continue with the charging of my card anyway and now I'm here to issue a complaint because I feel that at this point their behavior is becoming predatory for my personal information.
Business Response
Date: 01/31/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding your return on order 112-7473701-7113856.We have researched this matter and confirmed that the return was rejected as it was different from the originally shipped item.No refund is due.

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

*****
Initial Complaint
Date:01/10/2024
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.
On Nov 23, 2023 I ordered theOCOOPA Magnetic Rechargeable Hand Warmers 2 Pack (Order# ***-9808970-3213026)Upon receiving it defective, I used the Amazon form to place a re-order.That reorder never shipped from the manufacturer.On Nov 29, 2023 I spoke to Amazon about the issue of not getting the replacement order.The Amazon agent stated that I would get a full refund of the originalorder which I did, AND she said that Amazon would place a replacement order at no charge to me which she did.That replacement order wasOrder#***-0865319-5165026.The Amazon order status for that replacement order currently says that it was "Likely delivered December 8".December 8, 2023 has come and gone, without receiving the order..On Jan 6, 2023 I notified Amazon that theorder was never received.Amazon notified me, upon their checking, that the order was indeed lost !I asked them to again place a replacementorder (as they committed to) and they refused to, on the grounds that they already tried to do a replacement order. I asked the supervisor if she could see that I never received the replacement order. She concurred but stated that there was nothing that she could do to get me the replacement order. She rudely saidI would need to contact the shipper myself. Because the item comes from *****, there was no shipping info attached to the order. I asked her for the shipping info then. She said she could not give it to me. I asked her why she told me that I should contact the shipper if she could not give me the info. She hung up the phone on me.On principle, I am asking Amazon to just replace the order that I never received (since they originally committed to do that) and to stop telling me that there is nothing that they can do to rectify the situation.
Business Response
Date: 01/12/2024
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've reviewed your complaint and checked the order in question.

upon checking the order I see that a full refund has already been issued for the order on December 18, 2023.

Refund was issued top the original payment method. Refunds issued to the original payment method gets processed within 3-5 business days from the issue date.

Since full refund has been processed for the order we will not be able to issue a replacement for it.

Thank you for your patience and understanding. We look forward to seeing you again soon.

Regards,

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

Complaint: 21111828

I am rejecting this response because: The Amazon represented said and committed to sending a replacement.
A replacement was sent and lost in the mail as verified by the Amazon representative. I don't understand why
another replacement can't be sent as committed to me by the Amazon representative.

Sincerely,

*******************
Initial Complaint
Date:01/10/2024
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 had a very disappointing call with a supervisor named "****" at Amazon today 7 January **** at 13:42 I spend over 20K a year on Amazon with ******************** 2023 alone. I only use Amazon for what WAS ease of use. Amazon was the easiest to buy from until a few weeks ago where website problems, tax exemption update problems and delivery problems are becoming way too difficult to deal with. I am ready to walk away.In the last week I have spent over 4 hours with problems caused by Amazon from problems uploading and updating my current ***** tax exemption certificate and shipping issues when Amazon uses ****.I told **** if Amazon could not update my ***** Agriculture Exemption today, I ask that Amazon cover the tax that would be charged to me for placing the order on Amazon which was $5.79 or I would just buy what I need from **** who has no trouble updating my Tax exemption details correctly without waiting.**** became very snotty and said "we have given you promotions on your account before". Last week I was ready to pull my entire Amazon account because ********************** wants to use **** for shipping even as **** continues to lose and delay packages. The agent offered me a promotion that I never asked for to try to save my business, I never asked for it.**** should spend less time worrying about how much promotional credit Amazon hands out to compensate for their frequent and increasing problems and more time fixing customer issues in order to keep customers.I can buy anywhere and going forward I will buy where the company does not use ****, updates my tax certificates without problems or delays and where if the company has problems that impact me negatively are willing to correct the problem and compensate me for my time.The customer service at ********************** is becoming a deal breaker for me. I can spend my 20K a year elsewhere and get lower prices, better shipping and better customer service.
Business Response
Date: 01/18/2024
Hello ******,

I'm Harasankar 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 their complaint and checked with the concerned department in this matter.

We apologize for any inconvenience you've experienced in updating your enrollment in the Amazon Tax Exemption Program. Our software team is currently aware of the issue and fixing it.

I've enrolled your account into the program, with a new expiration date of December 31, **** based on guidance received from the Texas Comptroller of Public Accounts.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:01/10/2024
Type:Billing 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.
The month of December 2023 a seller at Amazon hacked into my bank account and credit card information. I contacted Amazon many many times and Amazon allowed transaction to continue.
Business Response
Date: 03/01/2024
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 02/29/2024.

Sincerely,
Amazon.com
Customer Answer
Date: 03/01/2024

Complaint: 21111629

I am rejecting this response because:

Sincerely,

*******************************
Business Response
Date: 04/02/2024
Hello,

We have decided to reinstate this customer's account.

We sent an email to the customer informing them of this decision on April 02, 2024.

Sincerely,

*****
Amazon.com
Customer Answer
Date: 04/03/2024

Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date: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.
When attempting to return a gift, Agent ********, despite multiple statements that THE GIFT SENDER MUST NOT BE NOTIFIED, proceeded to notify the sender of the return. I asked ******** where to file a complaint, and instead of answering, they proceeded to put me on hold while copy/pasting generic messages to waste even more time. I've never been so frustrated by a customer service experience by ********************** or any other company for that matter.
Business Response
Date: 01/12/2024
Hello Trey,

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

I've reviewed your complaint and I'm sorry to hear about the trouble you had with your recent gift order. We would like to investigate further in this matter and would like to create the return correctly for you.

We request you to confirm the order number and email address where you want the gift refund to be processed.

Once confirmed we will address the issue as soon as possible.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 01/18/2024
Info provided to merchant, still unresolved.
Business Response
Date: 01/24/2024
Hello Trey,

I'm Harasankar 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 to hear about the trouble you had in this matter. We tried troubleshooting the issue from our end, unfortunately it didn't work.

As an alternative we have issued a gift card of $105.99 to your amazon account.

You can view your balance and usage history in Your Account here:

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 01/25/2024

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
Date: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.
My Amazon Astro robot stopped working after a software update. It was stuck on a screen that stated to contact customer service. I did contact customer service and was advised to try doing a full reset of the device. The device still showed the same error message after a full reset. Then customer service offered to send me a replacement. I accepted this offer. The replacement never showed up, so after a few weeks, I contacted customer service again. At this time, I was told that they could not order a replacement for ********* robot and I could only send it in for a return. I did this and return was delivered to Amazon by *** on 12/15/23. To date, I still have not received a refund. Additionally, the refund amount is showing only ****** instead of the full amount of ******* because of a restocking fee that I was not told I would be charged when I agreed to the return. I would not have sent it back if I had known I wouldn't get a full refund.I have requested the full refund from Amazon via chat and phone support from at least 10 customer service reps over multiple dates since ********* Robot was received back to Amazon on 12/15/23.Order Placed: February 21, 2023 Amazon.com order number: 111-1423433-6662610 Order Total: $1,059.99
Business Response
Date: 01/12/2024
Hello Chip,

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

I've reviewed your complaint and checked the order in question. I'm sorry to hear about the inconvenience caused in this matter.

After reviewing the order we've issued a full refund of $1,059.99 to the original payment method on January 12, 2024.

Refunds typically gets processed within 3-5 business days from the issue date.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 01/18/2024

Better Business Bureau:

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

Sincerely,

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

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