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

58,678 total complaints in the last 3 years.
22,051 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:12/31/2023
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.
Amazon is not refunding an item they clearly started that is refundable and they are requesting outrageous private information and id from me just to get your refund for the item below which has permanent kinks Heimorn Japanese Floor Mattress Futon Mattress, Thicken Sleeping Order number 114-8347357-2043458 I'm looking for a refund for the ammount of $129.99
Business Response
Date: 01/02/2024
Hello Arash,

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 I see that you've contacted as you were asked to submit ** proof.

I understand that our concerned 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. 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.

On checking, it looks like the portal expired and can no longer be used. Hence, I request that you please contact customer support team so they can provide new link to verify your identity. 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, we 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,
*******
Amazon.com
*****************************
Customer Answer
Date: 01/02/2024

Complaint: 21077982

I am rejecting this response because:
There is no need for my id, the request is bogus and tedious. Nothing on my account has changed, it was never necessary to provide an id to open the account in the first place.
Sincerely,

*****************************
Initial Complaint
Date:12/31/2023
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 refuses to send me the order I made. I have been waiting months and they are ignoring all my emails. The order is in stock but they refuse to send it to me.
Business Response
Date: 01/02/2024
Hello ******,

I'm Najam 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.

Im sorry to learn about the problem with one of your orders with us. It is certainly not what we expect our customers to go through.

I have reviewed the complaint but, could not find an account associated with email address mentioned in complaint or any details related to the order.

I request you to include the order number and other relevant details in your response to this email.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 01/05/2024
ORDER # 702-7559687-2315409
Business Response
Date: 01/10/2024
Hello ******,

I'm Najam 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.-

Thank you for writing to us and confirming the order number. I hope you're doing well!

Upon reviewing, I see that the order is stuck in the dispatch process which is why it could not be delivered.

In this case, I would like to suggest you to cancel the order and place a new order again.

We will gladly issue the price difference of $12.54 as gift card to your Amazon account as soon as I receive confirmation from you.

Thank you for your patience and understanding.

Regards,

Najam
Amazon.com
*****************************
Customer Answer
Date: 01/10/2024

Complaint: 21077951

I am rejecting this response because: there is no reason Amazon cannot ship me the immediately. this is now happening with another order meaning two orders are now instock and are NOT being shipped to me. amazon previously stated they fixed this issue but clearly they did not and have no intetion of doing so. amazon uses a computerized shipping system and my orders can be sent with afew simple presses of a keyboard. i do not understand amazons refusal to send me my order

Sincerely,

***********************
Initial Complaint
Date:12/31/2023
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 have an Amazon account I have ordered stuff from them and lately they are telling me how I can pay how I cant pay that is none of their business I am disabled and they are discriminating against they also told me how much I can buy how I pay is none of amazons business I expect them immediately to reinstate my account and stop being prejudice against me
Business Response
Date: 01/15/2024
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.

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 1/15/2024.

Sincerely,
Amazon.com
Initial Complaint
Date:12/31/2023
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.
Good evening, I have made a purchase on Amazon.com for a phone. It was iPhone 12 Pro, the purchase was made on Dec 16, 2023 Order #***-6316981-4937806, and the Order total was $383.85. I sent the item back on the same day I received it because the phone audio messed up, battery health was at 70 therefore I couldnt keep the phone. I sent it by *** and the tracking number is 1ZA81G969087967907. I keep reaching out to Amazon for a refund and I was told I dont qualify for a refund unless I sent in my Government and I dont trust them. I was told after I sent in my government Id, I have to wait for another 3-5 business day so they can tell me if I qualify for a refund. *** spent my hard earn money, Everytime I call them its a fight because they refuse to acknowledge me. *** have confirmed they received my returned and signed the package. I literally only have 07 cent to my name, I cant afford to take the bus because they have all my money and refuse to give it back. Amazon refuse to help with the issue.
Business Response
Date: 01/01/2024
Hello Innocia,

I'm Srilaxmi 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.

Im sorry to learn that about the problem with refund on your order #***-6316981-4937806.It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and order details , I see that refund of $383.85 is issued on Saturday, December 30, 2023.

Please allow your bank 3 to 5 business days to process the refund.

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

**********************************************************************************.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/31/2023
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 was trying to use my $16.65 Amazon gift card to purchase a product online, but the order never went through, so when I tried it for a second time, my account was locked. Its been 72 hours, I finally got hold of customer support, I gave them my email, address, and a past order number .. they still have my account locked and I cant do anything about it
Business Response
Date: 01/12/2024
Hello,

I'******************* 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 any inconvenience caused.

I've researched and see you're able to access your account. I can also confirm that the following order was placed using your gift card balance on December 30, 2023.

Order ID: *******************
Order total: $15.31
Item: Muamar Velcro Blackout Curtains for Bedroom 2 Panels with Tiebacks(Grey, 34" W x 45" L),Without Rods Small Curtains,Kitchen Curtains,Easy Install for Window,Bathroom Door,Wardrobe, Cabinet Etc

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

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

I hope this helps!
Initial Complaint
Date:12/31/2023
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 have a problem with my amazon order. **************** employee blatantly lies and says the opposite of what their employer Amazon states on my order update which shows on the supporting documents. Not properly helping as company policy states for customer rights. I, ****** as a customer the company says I am allowed to request refund because of my order situation and yet customer service employee decides to also sends a verbal threat with privacy breech.
Business Response
Date: 01/02/2024
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 reviewed your complaint and I understand your concern with regards to the orders not delivered to your address.

I see that our internal team has shared a response to you over email on Monday, January 1, ****, with subject " Notice: Policy Warning " with below message :

We noticed that you have requested refunds or replacements for a large number of orders because you reported that you did not receive your package.

We understand that occasional problems with orders are expected in the normal course of business. However, the unusually high number of lost orders that you have reported exceeds this occasional expectation.

When unusual account activity such as this comes to our attention, we evaluate each account on a case-by-case basis to determine if additional action or account closure is necessary. If this problem continues, we may not allow you to buy on our site.

If your account is closed, any unused gift card balance will no longer be available.
You can learn more about our policies by visiting the Conditions of Use page at the link below:
www.amazon.com/conditionsofuse

We would like to work with you to resolve any issues you might be experiencing with our service. We understand that lost shipments are inconvenient, and we want to make sure that our customers receive the products they purchase from Amazon.com.

If there is a problem with orders being delivered to a specific address, you may wish to specify an alternative address.

If you believe you may have received this message in error, or if you would like to clarify your order activity, please respond to this email within 30 days.

Here in this case, teams decision is final and we are unable to override their decision.

Regards,

******************************
Customer Answer
Date: 01/05/2024

Complaint: 21077617

I am rejecting this response because:
Amazon acknowledges it is their employee and service's fault for the mishandling of packages that are unable to be fully sent to customers address upon money spent by customer. Does this employee not understand? The issue is said and updated by the amazon company saying amazon is at fault for this situation for the customer having to reach out in the first place. To put a limit of an individual customer receiving help with ********************** service is a membership even the customer pays to have customer service help every single month. The limit of help should not be capped especially upon purchasing a membership. The amazon compny and employee has responsibility to help because the fault is issued on their end BY THEM. The undeliverable packages the lost packages is reported first by the amazon company and employee, not by me. They should stick to this specific situation and not bring up past issues that were already done with. Why bring up past issue? I am here talking about CURRENT Present issue from December. Not other past months. If help is not offered upon asking for help.. when SAID by amazon ask us for help, that is a lie and fraudulent behavior from the employee. This employee is not even participating their job correctly to help companies service. If help was asked multiple times in this case and only when bbb gets involved a cordial resolution wants to be made, the employee again is responsible from the beginning to end for refusal of service.
Sincerely,

*******************
Initial Complaint
Date:12/31/2023
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.
Had 2 orders with Amazon, 1 order was stolen by their delivery employee, Amazon forced me to take a gift card in the amount of the order refusing to refund back to my CC. Forced me to pay for expedited shipping. 2nd order, which was for 2 items, the 2nd item in the order, came yo me damaged, refused to refund stating only way they would is if I provide them my Drivers License. ********************** is unwilling and unable to provide legal reason as to why they need it. I just want my money back.
Customer Answer
Date: 01/03/2024
112-7221240-4954624
112-9210491-4672238
112-5809690-0592212

Business Response
Date: 01/03/2024
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 refund for the orders you mentioned. Based on order details, for orders #***-9210491-4672238 & ***-5809690-0592212 refund is processed.

But for the order ***-7221240-4954624 our investigation team requested you to share the details.

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

Customer Answer
Date: 01/03/2024
Amazon lied, I havent received any refunds for order#
112-7221240-4954624
112-9210491-4672238
For order#
112-7221240-4954624
As stated and as you can see they havent provided any legal reason for needing my id in order to refund this order. Mahendra-Amazon.com, unknown title representative stated that their investigation team, then in the next portion changed to concern team and finally specialist team. Going on to state to say Amazon, if I provide my id, they're going to run a background check on me with a third party company and once that comes back to them, Amazon will then possibly refund me..
I just want Amazon to do the right thing and refund me for all of these, the total amount I provided in this complaint
Initial Complaint
Date:12/31/2023
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 purchased a supplement I need for my severely arthritic dog. I ordered it 12/29 from Amazon because they scheduled delivery for next day, today, 12/30. I needed it ASAP!! I've been waiting all day. I received an email saying sorry it's not coming til Tuesday. This is totally unacceptable!! It is becoming an everyday situation that Amazon can't deliver an order on time. And Amazon doesn't care!!! This is not acceptable business practice. It's Saturday afternoon. My delivery is not coming until Tuesday???? I know Amazon is delivering tomorrow. Amazon has no accountability. Amazon acts like it is beyond reproach and we as consumers have to deal with it.
Customer Answer
Date: 01/01/2024
Complaint can be closed. It was delivered yesterday. Amazon logistics needs to get better at honoring delivery dates promised. I expect a late delivery here and there but it's become a habit!!
Business Response
Date: 01/02/2024
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 reviewed your complaint and apologies for the inconvenience you have experienced with delivery of your order#***-8012701-1649813

I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future .

We'll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

Thank you for your patience and understanding.

Regards,

Prashanth *****.
Initial Complaint
Date:12/31/2023
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.
Amazon sold me nicotine patches in March/April/May of 2022, advertised as containing nicotine and recommended by Amazon in nicotine patch search results, that did not actually contain nicotine. I spent ****** across four orders. I was not happy with the product, and chose a different product to continue using nicotine patches and found they worked. This month I started looking for alternatives to the brand I have been buying. I found out the nicotine items I had bought were not legitimately licensed for sale or distribution and the seller had been removed from Amazon and the product I had bought was no longer available. I first attempted to contact the seller, and Amazon sent me an email saying they were not available for contact. I asked Amazon in a further support chat for a refund, they agreed to refund that order specifically after looking at it, along with the other three orders via gift card or original tender, then asked for my reason for waiting a year. I said I wasn't aware of a policy limiting my ability to ask for a refund for a counterfeit nicotine product sold to me by Amazon. They then reversed their decision to refund me and then said Amazon has no ability to refund a buyer after one year from date of purchase. I do not agree this is an acceptable policy when selling a counterfeit item regulated by the FDA.I would like a refund for the amount I paid for the patches listed in the orders here.Amazon.com - Order 112-1011501-2627400 Amazon.com - Order 112-3680026-0365821 Amazon.com - Order 112-6621180-3833007 Amazon.com - Order 112-7207545-1628221 product url - **************************************************************************************************** seller profile listed - *************************************************************************************************************************************************************
Business Response
Date: 01/02/2024
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 reviewed your complaint and apologies for the inconvenience you have experienced with order for Nicotine patches.

I see that the return window is closed for the order numbers shared with us, unfortunately we are unable to help you with a return or replacement for these products.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 01/07/2024

Complaint: 21077415

I am rejecting this response because:

Amazon,

You have not responded to any of my complaint with any information past what you already said prior to contacting BBB, who reviewed the information comments and passed it on to you.

You gave sent 3 emails I have responded three times since I filed the complaint. There has been no progress.

Please provide the refund requested back to my account by Wednesday 1/10/24.

I lpok forward to your cooperation. Thank you,
Aria
Initial Complaint
Date:12/31/2023
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 placed an order for a $300 computer part. Amazon put my account on hold, requesting my credit card statement to verify my payment information. I obviously complied and cooperated to the fullest extent. I sent them a detailed copy of my statement, as well as my full billing information that matches the info used to place the order. A day goes by, and I receive the following email: "Hello, After a review of your details, we have determined it is necessary to close your Amazon.ca account. Any pending orders have been canceled. We may not reply to further emails about this issue. Sincerely, Account Specialist *************************" I find this absolutely ridiculous, considering the fact that I sent them every piece of information they have asked for. I feel like Amazon has lost its' touch, which is why a lot of people are cancelling their Prime memberships. You cannot even get a hold of a real person, it's all robots and automated messages. It is absurd what they are doing, and we need someone to step in before this company goes downhill.
Business Response
Date: 01/15/2024
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.

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 on12/30/2023.

Sincerely,
Amazon.com

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