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

58,594 total complaints in the last 3 years.
21,982 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:01/07/2024
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.
Amazon Prime paid membership and delivery issue I purchased a treadmill which showed DELIVERY to my home address.The delivery was set for Saturday, January 6, **** before 9pm.**** indicated I will need to pick up the item, which is NOT what I selected when purchasing the item. For two reasons, I have a very small vehicle and have no way to pick up the item and 2. I work during the hours the post office is open. I contacted Amazon to let them know and there solution was for me to contact **** again to figure out delivery.I again said I already did and **** stated that I have to pick up item (it was also falsely written on **** that customer requested item to be held which is not true, they never contacted them. I spent over an hour trying to resolve the issue and amazon representatives only said I need to deal with ****. They offered ZERO support and solutions I also want a reimbursement for my Prime membership as I pay for delivery of items
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:
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 ordered a phone from Amazon and they gave me an offer to trade in my phone in for $231. So I agreed to that and followed the instructions that were provided by Amazon. In the instructions they provided ** with locations near our house to drop off the phone so I picked the closest location which was a drop off location at IMMI in *************. It was a drop off box only but recommended by Amazon. Now it appears that package was never scanned in by *** and the package is lost or was stolen, however Amazon will not take care of us and now we are out $231 through no fault of our own.
Business Response
Date: 01/09/2024
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.

On reviewing your complaint, I see that you've contacted as your Trade-In ID: TRN-*******-******* is not scanned. I'm sorry to know about this.

However, on tracking, I see that its now scanned on January 8, 2024. Trade-in submissions typically arrive within six business days of shipment. Hence, I request you to wait.

Your payment for this item should be issued soon. In the rare case that your trade-in submission status doesn't change and you wait longer than expected, please contact us on January 25, 2024 to let us know:

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

You can see your submission history, status, and payment information in Your Trade-In Account:

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

We appreciate your patience and look forward to seeing you again soon.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 01/16/2024
I have not received my credit as of 1/16/2024 but Amazon has asked me to wait until 1/25/2024 to escalate this issue. Can you please keep it open until then?
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 ordered a perfume from Amazon.com. It said that it was sold and shipped by Amazon.com.The perfume is hypnotic poison by Dior. The bottle that I got is very clearly fake. Amazon said its no refunds and keep insisting they dont sell fakes. They are say there are no reviews saying the perfume is fake. I see multiple reviews saying its fake. Please help me get my money back for this product that isnt real.
Business Response
Date: 01/08/2024
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 trouble you had with the order.

I've checked and see that our concerned department denied the refund. I might recommend checking with the manufacturer so that they can help you. Unfortunately we are unable to issue refund. For health and safety reasons we're unable to accept the return of the perfume.

We look forward to see you soon.

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

Complaint: 21107805

I am rejecting this response because:
Hi, I did in fact contact the Dior manufacturer. They confirmed that they regularly have problems with Amazon selling fakes. Then directed me to reach out to you. The department refused the bottle for health reasons but it is still illegal to sale fake goods. I can not use it for health reasons because I am not sure whats inside. The only way this can be resolved is a refund.

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.
I ordered an item from Amazon. It never showed up. They had me fill out an incident report without offering to replace the item or refund my account.
Business Response
Date: 01/09/2024
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 not locate the order number in the complaint.

Here I request you to please reply to this email with the order number so that I can review this further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/10/2024
This is in regards to order 114-7920714-1896218 with Amazon.
Business Response
Date: 01/11/2024
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 our internal team has reviewed this and below is the response from them :

"I'm sorry to hear your order hasn't arrived yet.

It looks like your order is being return to Amazon.

We need to investigate further and ask that you please wait until 2-February-2024. If you still haven't received your item or refund by then, please contact us again"

Here I request you to please contact our customer support team after the mentioned date and they will be able to review this further for you.

I hope this helps! Have a great week ahead!

Regards,

Vishal
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.
I purchased 4 tires on November 25, 2023 in the amount of $465.40 from a Amazon third party seller. I also purchased installation from a installer listed on amazon.com along with the tire purchase. To be clear, the install purchase was to be paid at the point of install. **I am not expecting or implying that Amazon owes me for the install itself**.After purchase, the installer contacted me via Amazon message to confirm the install date and time. I replied back via the same message to confirm the appointment day and time. On December 2, 2023 I arrive at the tire installation appointment on time to have the tires installed. The guy at the Amazon provided install location told me that they were not able to honor my appointment. He gave me the options of leaving my vehicle and at some point they would get to it or reschedule my appointment. I declined both options. I asked the installer to just bring the tires upfront and I would take them with me. He told me that they would not allow me to take the tires with me because Amazon sent them. I said fine and left. I immediately contacted Amazon and explained my issue. I asked that the tires be returned to the seller and that I would like to be refunded. Amazon contacted the seller and explained the issue and asked them to provide a return label to the installer so that the installer could return the tires to them (third party seller). The seller agrees to the return of the tires But they need proof that the tires hasnt been mounted. So they want pictures of the tires. Amazon asked the installer for pictures & the installer said they wont take pictures. Amazon then tells me they wont help with the A-z guarantee because I filed a dispute with my bank. What was I to do? Amazon & the seller knows I cant send pictures myself because I have never had the tires. My bank has since sided with the third party payment because they provided only a service to except payments. I cant get refunded and have never possessed the tires.
Business Response
Date: 02/07/2024
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'm sorry but this order isn't eligible for a refund under the A-to-z Guarantee due to the charge being disputed. Please follow up with your card provider for updates on the status of this request.
In this case, we won't be able to provide any further information apart from this.

We appreciate your understanding.

Regards,
*******
Amazon.com
*****************************
Business Response
Date: 02/08/2024
Hello,

We have denied the customers request for a refund on order 114-1681696-5501816 as customer did not return the item purchased to avail a refund. Customer claims to have left the purchased item with the installer but this was not communicated to customer by **********************.
Amazon cannot be held responsible in this situation. Customer still has the return window open as per seller's communication. Kindly request customer to collect the item from the installer and have it returned to Amazon to avail a refund.

Sincerely,
******
Amazon.com
Customer Answer
Date: 02/08/2024

Complaint: 21107636

I am rejecting this response because: It is not that I "claim" the tires were left with the installer. This is a fact. Amazon even reached out to the installer and asked that they provide the pictures so the seller could send the return label. Thing is if I was originally protected by the A-Z guarantee why didn't you send them a lable so the tires could be returned? This is the installer that "You" provided to me. You let the installer tell you they would not help with what was needed in order to send the tires back to the seller. Then continue to let the installer provide service to other buyers. Even now after they flat out wouldn't help. All this was documented in my original claim here on BBB.
So to act like it is my issue is bad business and a shame. The seller has said from the beginning that they would expect the tires back. If I never had possession of the tires. The only people who could make this happen is Amazon and the installer that Amazon provided to me. I didn't know the installer. They were listed as a verified installer on amazon.com.

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.
I order a bike from Amazon, sold by Amazon. The price was a sale price, instead of honoring sale price they refunded and did not ship the xmas present I ordered. I would like Amazon to stand behind their sale price and ship the bike as was promised on their website. The tracking even shows the shipping company picked up the order, but that must be false advertising also. Currently Amazon shows the stock on hand here ********************************************
Business Response
Date: 01/09/2024
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'd like to apologize for the inconvenience you've with regards to Order#***-1917134-6537845.
I've reviewed the details and see that our internal team has already sent the correspondence on the issue. Please note that we are not able to take additional actions, including overriding their decisions for next steps. Ive pasted their response below for your convenience:
--------------
We're contacting you about order #***-1917134-6537845.
Unfortunately, we are unable to deliver your order. We are sorry for any inconvenience this causes.

When something like this happens, we normally send out a replacement order. In this case, though, a replacement wasn't possible, so we've requested a full refund for your order. You'll see the refund apply to your original payment method within the next few days.

Once processed, you'll be able to see the refund here: ***********************************************************************************************

To help make up for the inconvenience, we've applied a $10 Amazon.com Gift Card to your account. This amount will be applied to your next eligible order automatically without entering a claim code.

We apologize for the inconvenience and look forward to seeing you again soon.

Sincerely,

Customer Service
********************
----------------
Unfortunately we're unable to honor the sale price, if you prefer to order, please order it at current price.
In this case, we are not able to provide any further information apart from this.
We appreciate your understanding.

Regards,
*******
Amazon.com
*****************************
Initial Complaint
Date:01/07/2024
Type:Customer Service 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 using Amazon account with my gmail ******************* for more than a decade. In 2021, I opened KDP account so that I can upload an **book for selling. In the meantime, I have been working in ***** since Sept. 2021, thus never used Amazon for more than 2 years. In Sept. 2023, I tried to close my KDP account and stop selling the **book but couldnt log in because they wanted to verify me using both my email and old US phone. I was able to get the *** code to my email but the second step with my old phone always failed since I no longer use it. They provide no option of using a new phone number. Amazon site gives me an option to try different method but it simply told me to contact their customer service *************). I called them on 28 Dec ******************************************************************************************* order to reactivate my account (currently deactivated they say). Instead, they told me to create a new account. So, I explained that my main reason for accessing Amazon KDP is to terminate the sales of my **book and asked the agent if KDP can simply do that. The agent told me that they will investigate it and let me know ( I gave them my gmail) but havent got any response as of today. I called their customer service on 7 Jan 2023 and the lady told me the same things and I explained the same things. This time the lady told me to call KDP customer service without knowing that KDP site tells me to contact the same customer service I already called. I even searched for Amazon KDP customer service and called another ********************** number *************) but couldnt even talk to a human being. So, my e-book continues being sold and I continue getting the sales report to my gmail and deposits to my bank account, which tells me my KDP account is not deactivated. My simple request to Amazon KDP is please do something! (either stop the sale of my e-book or deactivate my KDP account). I hope they start it by contacting me on my gmail.
Business Response
Date: 01/22/2024
On January 12th, the Executive Customer Relations team reached out to ********** to work to resolve the issues and help with regaining access to the Kindle Direct Publishing account. ********** advised to us that the main concern was stopping future sales for an eBook published on the Kindle Direct Publishing account and requested instead that we just unpublish this book to resolve the matter, which we did so on January 18th, as well as providing additional options to regain access to the *** account. ********** replied and stated that this resolved the matter on January 19th.
Customer Answer
Date: 01/22/2024

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,

Cheonho Bae
Initial Complaint
Date:01/07/2024
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 ordered a cell phone order #***-1071604-9539441. I promptly set up with all my personal info such as pass words and banking info and so on. Well upon attempting to set up a password lock to protect myself from someone accessing my info, the phone just shut down in middle of set up. Upon turning on I arrive at screen prompting a password to open phone. But nothing but nothing will open phone, I am locked out. Phone has factory reset software that seems to have malfunctioned as well so my phone is just locked out. Amazon support was unable to help and admitted I would be crazy to send back with all my info on phone the way it is and I should contact company. If they can't help call back and we will see what can be done but contact them first. After 3 days and 3 different people trying to help from company, nothing was resolved. They only said and I quote " You would have to be a ****** to send it back". When I asked if they would send me a replacement I was told that was up to Amazon. But if they were me they would just destroy phone. So no help. Well I call back to Amazon and am passes to no less than 3 different people including supervisors. The last supervisor who had me on the phone was going to look into just refunding my money with out a return of my phone so I can destroy. After she put me on hold and I am now waiting another 15 only to have phone hang up. I called back after waiting to see if they would call me back, but no. So next person on second call flatly says noting we can do for you I must contact company. When I explained that I just lost connection with lady who was going to do something to help me and you say noting can be done. I said I don't understand and she said if there is noting else she hung up on me. Depending on who you talk to the story always changes and you are ridiculed if you ask about someone saying something different all of a sudden SAD!!!!
Business Response
Date: 01/10/2024
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'm sorry for the trouble you've had with your Phone.

As mentioned, you need to contact the seller or manufacturer for any help. Or, you may get it repaired from a local store.

To be eligible for a refund, we ask that you return the phone you ordered within the return window. You can mail your package back using the return label provided in our Online Returns Center ( ***********************************************;)

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

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

Note: You'll receive a refund only once the return is processed.

Thanks for your understanding.
Customer Answer
Date: 01/10/2024
Yes as with other BBB complaints I have filed against Amazon it always appears as iff they did not even read the complaint. As what they are asking me to do is deal with company. Something they have previously asked me to do and some i did on more than one occasion. The company has made it clear that it would be dangerous for me to send phone back while my info is still on it. Amazon wants me to maybe pay for repairs on a broken new phone. RIGHT!!!! Amazon employees I spoke with relayed the same info I should not return. Unless info gone. After 3 attempts to deal with the company as requested I have failed and they make it clear to me they will do noting further that the replacement is Amazons responsibility. So I reject Amazons offer as they have now changed offer 3 times as well. It all depends who you speak to when you call in. What a joke that they have no standard policies that all go by.
Initial Complaint
Date:01/07/2024
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 contacted Amazon on 12/30 as a rug I purchased from them in August was fraying and was damaged. I was provided a refund less a restocking fee. I spoke with *** who stated when they received the returned rug the restocking fee could be credited back to me. I just inquired about the restocking fee and was told it could not be credited back to me. This was a blatant lie as I was told it could be. I have been refunded $218.50 and am due $49.67
Business Response
Date: 01/09/2024
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'm sorry to know you haven't received refund for restocking fees.
In this case, I can add a gift card for the restocking fees. Please let me know if this works for you.
I hope this helps. We look forward to hearing from you.
Regards,
*******
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: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.
Dear ***/************** account was locked on 6th JAN, may you please help to unlock? Thank you very much. Best regards,****
Business Response
Date: 01/19/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 01/06/2023.
Sincerely,
***
Amazon.com

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Amazon.com is BBB Accredited.