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

58,634 total complaints in the last 3 years.
22,053 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:01/08/2024
Type:Service or Repair 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.
Bought item on 12/2022. Item stopped working in 12/2023, Contacted Amazon beginning 12/26 until `1/7/24. I was told to contact the seller for a solution. Seller didn't not want to accept my return. Amazon told me that they would file an a to z claim on my behalf and then I would receive a refund for the item. When I didn't receive my refund, I contacted Amazon on 1/7, I was asked if they they should file an A to z claim. I told them that this should have be filed on 1/6, because this is what I was told by Amazon CS. Amazon CS on 1/7, that in fact the claim had not be filed. At this point, Amazon need to give me a full refund on the item, $40.00. At Amazon, the right hand doesn't know what the left hand is doing.
Business Response
Date: 01/09/2024
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to order 111-2191796-4273849.

Upon review, we see the order was placed on Monday, December 5, 2022, as a result we are unable to take action on the order. However, as an exception we can issue a refund in gift card manually on your account for $42.99, you can use the same with your next orders on Amazon.

Going forward, kindly report the issue within 30 days from the date of delivery and if the seller does not comply, you can proceed with filing A-Z claim on the order within 30 days from the date of delivery.

Kindly, let us know if you are comfortable with gift card, so that we can get this processed for you.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 01/09/2024
I received a response from Amazon on 1/10 that I would receive a credit on my account. However, this is not true. Amazon is not doing what they said they would do. I except this corrected asap.
Customer Answer
Date: 01/17/2024
The complaint has been resolved.
****
Initial Complaint
Date:01/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a Gift card that was added to my husband's account as I use his account to make orders, his account was hacked and closed due to unusual activity ( I thank them for this) however after sharing banking details and telling them the card ending in **** does not belong to us and we did not make any purchases or tried to they have now come back with a follow-up email asking for the same information to be shared again to have our account activated, I would like my $60 gift card returned to me they may close the account. I have proof that the card was sent to me with a reference number, I have not spoken to a representative we just keep getting the same response over and over again
Business Response
Date: 02/05/2024
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 2024-02-05.

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

Sincerely,
********
Amazon.com
==============
Initial Complaint
Date:01/07/2024
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.
First I need to state that I use Amazon frequently, about 2-3 orders a day. There have been times I had received items that were damaged or incorrect or simply just empty boxes/bags. When these occur I have to file for refunds. As of late, I have currently 6 orders held up because Amazon sent me an email stating they noticed abnormal activity on my account. ********************** had asked me to provide my ID which I had obliged and sent my US passport on November 25th via a link that was sent by email from Amazon. It has now been over a month and when I inquire about these orders I am told they can not help that their team is still reviewing it, mind you review time frame that i was given was 3 business days. It has clearly been more than that. The last representative I spoke to, ******* from their leadership team said to upload my ID which I told him that I can not since Amazon already has my ID and the link no longer is valid. He said "well there is nothing you can do, we can not help you" I had asked for his ID# but was told he can not provide that to me. I am attaching the email I get from Amazon and the message I get once I click the link. I will provide all order ID #'s as well to this narrative. 114-3313466-5227435 114-6203453-6029068 111-0362401-1740258 111-2625109-7741827 Please be advised that some order numbers have multiple returns within them. Also, these have all been confirmed received by Amazon ranging from November 22nd- November 29th. I would just like a refund for the items I have returned nothing more nothing less. I would also like Amazon to stop these practices so that other folks in my positions do not have to go through the same issues I am going through.Thank You
Business Response
Date: 01/20/2024
Hello ******,

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.

Thanks for reaching out.

It looks like we have previously requested an ID from you, but you have not yet submitted it. As a reminder, because we noticed abnormal activity on your account, we need your ID to verify the identity of the account holder before we can consider issuing a refund. We may also request additional information before granting your request.

You will receive an email with instructions on how to share this information with Amazon. Once you submit your information and return your item 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.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 01/20/2024
Please be advised this was the response I sent via email to Praveen from Amazon that had reached me via email in regard to this. Id also like to note due to picture limit I am only able to attach 3 of the 5 confirmed receipts from Amazon that are yet to be resolved
I am attaching an email I had received back on December 2nd. The second attachment shows Amazon confirming that they are in possession of my ID, I sent my passport. I have been told for two months now that I have not submitted my ID and I keep telling multiple representatives that I can no longer use the link provided no matter how many times sent because I had submitted a copy of my passport on December 2nd. Again please view attached screenshots from Amazon. These items have already been returned and if you look up those order numbers Amazon has confirmed receipt of all of these items. I will also be sending a copy of this email to the BBB along with proof that Amazon confirmed the return on each of the items I had returned. I would like to have each of the returned items refunded.
Customer Answer
Date: 01/20/2024
I am attaching the rest of the confirmed returned receipts by Amazon that no action has been taken since they are waiting for my ID when I had proved my ID was sent 2 months ago.
Customer Answer
Date: 01/23/2024
I am attaching further correspondence from Amazon that was conveniently not sent to BBB.
I have received another robotic response in regard to this issue and was even recommended to call in which I have done so multiple and have gotten nowhere, hence why I am filing this complaint with the BBB. I am hoping that someone from within your organization can see first hand what I have been dealing with for the past two months with this company. Not only do they have the returned items but now they are withholding my money
Customer Answer
Date: 01/23/2024
As an update I have followed direction provided by Praveen to reach customer service once again to request that refund. When I had chatted in I had the chat ended on me but was able to capture screen shots before the chat was abruptly closed. I then decided to call in and speak to someone I was put on hold after explaining my issue and was then hung up on. I am attaching photos of the chat to this message. I will send a subsequent message following this one which shows emails that were sent after the representative hung up on me stating that I needed to provide me ID than once again sent the same link that states once again Ive already uploaded my ID.
Customer Answer
Date: 01/23/2024
In this message I will attach emails I had received after I was hung up on taking the advice I was given by ******* from amazons BBB resolution team. As you can see I keep getting the same emails and when I click the link to upload my ID it states ********************** is already in possession. Please note the date and time stamp to show this was just attempted.
Business Response
Date: 01/25/2024
Hello,

I'm sorry for the inconvenience this has caused.

I've checked with the concerned team and they have confirmed that an email was sent to you recently to upload your **. Its still in pending verification.

I would request you to please upload the ** so that we can proceed further in this case.

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
*****************************
Customer Answer
Date: 01/26/2024

Complaint: 21110677

I am rejecting this response because: the business keeps informing me to upload my ID and providing a link which is unusable and I have repeatedly sent the same pictures showing that the link provided by Amazon states I have already uploaded my ID and can not do so again. Issue here is either its total ignorance by ******* or a complaint lack of regard. I can not yet determine which. I have spelt this issue out play by play what I am dealing with yet they keep coming up with a resolution that does not apply to my situation.

Sincerely,

****** Arborea
Business Response
Date: 02/19/2024
Hello ******,

Unfortunately the link cannot be sent again.

I might suggest you dispute the charges with the bank so that they can help you further.

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
*****************************
Customer Answer
Date: 02/27/2024
In the latest response from Amazon it was relayed to me to file a claim with my bank which is not only not ethical but borderline fraudulent. I can not submit a claim with my bank since 1) this has been passed the bank deadline since this has been ongoing since last year and 2) the refunds have not been processed on amazons end and are still in limbo and 3) some of these items were purchased via Amazon gift card which I can not file a claim with Amazon since they are of no help. I would like to keep this case open and not resolved since I was provided no resolution and the half way resolution that was provided was unethical.
Initial Complaint
Date:01/07/2024
Type:Delivery 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 item purchased from Amazon is in ******* ************ facility in ** awaiting release for delivery, by the supplier, Amazon (or it's 3rd party supplier). This status is according to the attached documentation and my phone call to ***** (*******) on Jan/4. I have spoken to Amazon customer service on several occasions, most recently on Jan 4 (******) and Jan 7 (*** and ******), explaining the above. Despite this, they insist the shipment was delivered and must be stolen, and will only take action if a police report is filed. I cannot make a false police report!I note that, based on the Amazon notice of delivery (which is in error vs the ***** tracking info), and after confirming the item was never received, on Amazon Customer Service's direction on 12/22, a police report was filed by the would-be recipients. The contacted police subsequently (on Jan 4) requested a picture showing delivery. There was none on the Amazon web site so i went to the ***** site. That is when i found the shipment had NOT been delivered. Accordingly, i reported back to the police my findings - that no theft had occurred, and the report was dismissed.
Business Response
Date: 01/10/2024
Hello ******,

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

I am so sorry to hear of the issue you have shared with us regarding the undelivered item Bumilgar 53" H Outdoor Garden Water Fountain for Garden, Patio, Backyard, Deck, Porch and Home Art ****** 4 Tiers Cascading Large Outdoor Fountain with Lights,Gold.

The order was placed with Bumilgar, a seller on our website.

I've contacted the seller and asked them to reissue a new fountain, as per your preference. You can view the email that was sent to Bumilgar in Your Account at the following link:

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

Give sellers 48 hours to respond. When they reply, you can respond directly to their email.

Your patience and understanding are greatly appreciated.
Regards,
Pratap
Customer Answer
Date: 01/22/2024

Complaint: 21110587

I am rejecting this response because: it does not address the issue. Please see the attached file - my response to Amazon's original response to my BBB complaint.
However, this complaint may be closed. The purchased item was delivered.

*****************************
Initial Complaint
Date:01/07/2024
Type:Service or Repair 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 tried to order a Barbie **** for my niece that came to a total of $11 with Amazon credits. My payment method has been denied four times. I called the bank and they looked into the fraud department and they told me that they were no blocks on my account That the issue was with Amazon seller. I ordered something last night before bed. It went through. I ordered something this morning. It went through but the **** that I have the discount on will not go through and the bank and the fraud department at the bank told me Amazon is the one holding the payment when I called Amazon they said that they fix the issue but Im still having the issue.
Customer Answer
Date: 01/08/2024
They fix it thank you
Initial Complaint
Date:01/07/2024
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 returned a ******** switch now they are asking for personal info like my email and a photo of my id just for return? I already sent it and they said they recieved it over a month ago and are refusing to refund me unless i send them info
Business Response
Date: 01/09/2024
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order #***-9389369-1602659 regarding refund for the order you returned.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

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":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:01/07/2024
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.
14th Dec ordered golden candel holder, costed HKD ******, but finally received a black one. The price for the black one is cheaper(HKD 390). I requested to get the refund on the differences but they asked for my ID verification. This is no way to get my ID information.The order case no. is 112-4530257-5705866.
Business Response
Date: 01/09/2024
Hello ******,

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 issue you had with the order.

I understand our concerned department has requested for an ID so that they can proceed further in this case.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

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":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 01/09/2024

Complaint: 21110371

I am rejecting this response because:
This is not my fault and does not worth to release my personal id for eighty something ********* dollars.
Besides refund the differences, are there any other ways to compensate the lost of this purchasing. Worng items sent with scratches, really bad purchasing experience.

Sincerely,

*******************
Initial Complaint
Date:01/07/2024
Type:Sales and Advertising 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 has a faulty advertising on what a products reviews are. I bought a product that was clearly old and used. Maybe a fake. I went to re read the reviews, once I did the actually calculations on the reviews a 4.1 rating should have been ac
Business Response
Date: 01/09/2024
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:01/07/2024
Type:Delivery 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 have previously made another claim about my account being incorrectly sanitized and this is a follow up to that. This is in regards to order # ***-3123546-1597863 This was for 3 children's books charged to my MC for $26.35. Books were ordered Nov. 28, 2023 and have never arrived. They are listed on my account as "on the way" but considering the massive delay when it was supposed to be a 1 day delivery, I no longer want them and want a full refund.Amazon has no help available for me, with no email, chat or phone number and as I was on hold for hours last time, I refuse to call. When clicking on the option help with an order, these books are not listed as I am showing in a screenshot.
Business Response
Date: 01/09/2024
Hello ****,

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

I sincerely apologize for the inconvenience caused with order.

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

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed the order and to help you with this, I've processed a full refund of CDN$ ***** to your MasterCard.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 01/09/2024

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:01/07/2024
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.
Subject: Billing Discrepancies and Interest Issues with Amazon **** Card - Urgent Assistance Required Dear Better Business Bureau,I am writing to bring to your attention a concerning issue I have encountered with my Amazon **** card. As an interior designer who frequently purchases HomeGoods using this card, I have noticed discrepancies in the billing for returned items, which is adversely affecting my account.Specifically, when I purchase items and subsequently return them within the 30-day period, the promotional agreement for 0% interest is not being properly adjusted. Instead of crediting the full amount back to my account, ********************** has issued a credit 20% less than what I originally spent. This results in the promotional authorization staying the same, and I eventually incur interest on items that have been returned.Despite my request for an account audit to correct this issue, Amazon has refused to acknowledge or address the problem. I am now carrying an interest balance on returned items, and I believe I am owed the 20% difference on multiple returns.This practice appears predatory and has gone undetected for far too long. I urge the Better Business Bureau to investigate this matter promptly, ensuring that Amazon corrects these billing discrepancies, conducts a thorough audit of my account, and refunds the 20% difference on all applicable returns.Your assistance in resolving this issue is greatly appreciated.Sincerely,***************************** *****************
Business Response
Date: 01/09/2024
Hello *******,

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.

Since the Amazon **** is issued by Chase Card Services, their *************************** is in the best position to help you.

please contact Chase Card Services:

Amazon ****: ************

Amazon **** (Spanish): ************

Amazon.com Business Rewards **** Card: ************

Amazon.com Business Rewards **** Card (Spanish): ************

If you have any order specific refund issues, please let me know the order number(s) so that I can help you.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 01/10/2024
I have acknowledged ***** credit card's interest calculation and addressed the concern with them, requesting the interest to be credited. My issue with Amazon revolves around incomplete refunds for returned items. As an Amazon Prime member with free returns, I expect a complete reimbursement, not a partial refund. The withheld difference has accrued interest with *********** exacerbating the situation.
Customer Answer
Date: 01/10/2024
I have acknowledged ***** credit card's interest calculation and addressed the concern with them, requesting the interest to be credited. My issue with Amazon revolves around incomplete refunds for returned items. As an Amazon Prime member with free returns, I expect a complete reimbursement, not a partial refund. The withheld difference has accrued interest with *********** exacerbating the situation.
Business Response
Date: 01/28/2024
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'm sorry to learn about the incorrect refunds you have received.

Usually when the return reason is not a mistake from Amazon's end, you will be charged for return shipping fee. However, I will be happy to check this for you if you could help me with the order nbumbers where you have not received the complete refund.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************

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