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

58,566 total complaints in the last 3 years.
22,056 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.
Returned order 114-33845979426657, dog toothbrush and toothpaste, two weeks ago and it has been received but still no refund. Total cost $10.83 I have never ever waited this long to receive my refund and I have been a prime member for many years. Many times I have received my refund when the tracking number shows it is on its way back to Amazon. This time I am waiting over two weeks for my refund which is unacceptable
Business Response
Date: 01/01/2024
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 apologize for the inconvenience that you've experienced in this case.

I understand you've returned the item and concerned about refund.

Once the carrier has received your return package, it takes a while to arrive at our returns center. In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our returns center to find and process the item.

If you don't receive refund by 17 February ****, we recommend that you reach out to the carrier that you used to return the item to Amazon.

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

Regards,

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

Complaint: 21074262

I am rejecting this response because I have proof that it was received by Amazon return center on Dec 20 at 11 pm, so it was received by Amazon and they refuse to give me my refund

Sincerely,

*********************************
Customer Answer
Date: 01/01/2024
This pkg was received by your return center in ******** on Dec. 20at 10 pm so there is no need to contact carrier because you have this pkg
issue my refund please
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 charges a lot....A LOT... of money to us consumers for Amazon Prime and they are not providing the services that they charge us for. In fact it seems like they constantly raise prices, it's like a monopoly. Amazon's systems, processes, and customer service is completely inept, the worst I've seen from any company I've dealt with. The issues around my son's Christmas presents made it so he had nothing to open on Christmas. Even the digital download gift card I tried purchasing for him to help make his Christmas right is held up in Amazon's inept systems/processes. I am not receiving the service level that I pay for.Amazon ruined my son's Christmas.His original Christmas gift of an Xbox controller and a sweatshirt was supposed to be here on 12/20/23, it did not make it in time for Christmas, we didn't receive until 12/27/23.I tried ordering $100 in digital Xbox gift cards for him to at least give him something for Christmas. Amazon processed the order for $100 and applying a $30 credit I had on my account. It didn't give me the download code, so I tried resubmitting. Turns out, they took the $30 credit from me on the 1st try and tried charging me the full $100 on the 2nd try. Still didn't get the download code. Looking at the website, there was no record of what happened to these orders, whether they were still going to charge my bank account, etc, etc. I've dealt with 4 different customer service agents, including 2 "supervisors". Nobody has any clue of what's going on, the last "supervisor" tells me that the orders are "processing" and should take 72 hours...when digital orders are supposed to be immediate. The supervisor today says it's cancelled, completely inept.Original orders are missing, you cant see the proper status of things, original transactions/history disappears off my account, etc, etc. *********************** systems ****, the processes ****, the customer service *****, and ********************** isnt delivering on what I pay for in my Prime membership.
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 your recent order 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: 01/16/2024
I've been traveling and missed the request for more info.

#D01-0525439-4057828
The other order numbers, Amazon deleted records off my account with the other original order numbers and there's no way to figure out which Amazon orders in my email inbox are associated with this issue. This is part of the problem. They don't keep a proper tracking record of stuff that they've screwed up on.
Customer Answer
Date: 01/16/2024
I've been traveling and missed the request for more info.

#D01-0525439-4057828
The other order numbers, Amazon deleted records off my account with the other original order numbers and there's no way to figure out which Amazon orders in my email inbox are associated with this issue. This is part of the problem. You don't keep a proper tracking record of stuff that they've screwed up on.
Business Response
Date: 01/28/2024
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.

Upon reviewing, I see that our Account Specialist team had sent you an email on Saturday, December 30, 2023.

Quoting the email:
---We have restored your access to this account. You can now sign in and place orders.
For your security, we canceled the following order when we could not confirm your information:
-- Order Number: D01-0525439-4057828 D01-2358147-1728238.
-- Items in Order:
We are sorry for any inconvenience this has caused. If you still want the items you will need to place a new order.---

The orders for Sweatshirt and X-box controller were replaced on Saturday, December 23, 2023 and were delivered according to promised delivery date of new replacement orders.

To resolve this for you, I have issued a $30.00 gift card to your account, which can be used against your next order with us.

To access your gift card balance and usage history, visit Your Account:

**********************/gp/css/gc/balance/

Thank you for your patience and understanding.

Regards,

Najam
Amazon.com
*****************************
Customer Answer
Date: 01/30/2024

Complaint: 21074247

I am rejecting this response because:
The fact that I have a son who received no Christmas gifts to open, nor could I process the order on Christmas for the Xbox gift card and things were in limbo, I don't find this to be an acceptable response. I'd like Amazon to take a serious look at how they handle things from a backend system standpoint. Like I mentioned, there was no way to view where things were at on either order, status/order information would disappear from the account portal, **********************'s backend systems seem to try to cover up an ability for a consumer to know when Amazon has messed up. It's like they're covering things up and shoving them under the rug. They keep raising the price of Prime, I'm not getting the Prime level of service I've paid for. There is zero accountability in my mind.

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.
hello merry christmas My Amazon account was put on hold, I called, I got an email saying that my account has no problem, but they still ask me for documents I can't upload documents when I log in I need help, when I call they don't help me reactivate my account I attach my documents in this post, passport, account statement I hope to reactivate my account to use the ********************** benefits this Christmas, thank you
Business Response
Date: 01/29/2024
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 **********.

Sincerely,
********
Amazon.com
==============
Customer Answer
Date: 01/30/2024
Denuncia
: ********

Rechazo esta respuesta porque: They only respond like this, they don't check the account, they asked for my passport, license, photo of my ID, account statement, everything was sent exactly as they demanded, and they didn't reopen my account, really terrible. company

Atentamente,

*************************************
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 15, 2023, I purchased a comfy blanket as a surprise for my wife. My wife tried it on and felt it was too heavy for south ******* weather. I initiated a return per Amazon policy. I chose returning the item to a local Whole Foods and receive a credit to my gift card which should have occurred within 2-4 hours. That didn't happen! I begin calling Amazon to obtain resolution. On Tuesday December 26th, I spoke to an Amazon representative who informed that I would receive my refund by today Friday December 29th. I was told today that Amazon has no record of my return. After 2 weeks I have not received a resolution.
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 apologize for the inconvenience that you've experienced in this case.

I understand you've returned the item and not yet received refund for it.

Once the carrier has received your return package, please allow up to 30 days for your return to be processed and to receive your refund. If you don't hear from our ************** by January 17, **** please write back so we can find out what happened.

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

Regards,

*********************** A.
Customer Answer
Date: 01/02/2024

Complaint: 21074117

I am rejecting this response because: Amazon does not have a clear remedy when issues like mine occur. Amazon's drop off locations do not provide their customers with a receipt when an item is returned. When the customer seeks resolution by calling ********************** directly, customer service has no way of verifying an item has been returned. I happened to be in the area where I dropped off the item on December 17th. I went to the counter, explained the situation, and was provided a refund immediately! They offered me no explanation as to what happened with my initial return on the 17th. I am only writing this response to inform everyone that Amazon should consider offering a paper receipt to their customers on all returned items. That way, the customer is protected if a glitch occurs. This case can be closed! Not because of Amazon's written response to this complaint-but because of a kind female employee at the Whole Foods drop off in *************, *******! She resolved my problem without hesitation!

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.
I was requested to send a billing statement including name address phone and last 4 of card and it was sent 5 times each time saying "the informaiton wasn't on the document" however it clearly was and the document will be included in this BBB complaint
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 12/29/2023.

Sincerely,
Amazon.com
Initial Complaint
Date:12/31/2023
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 case of 10 bullysticks for my dog. When I received the package it was one package instead of 10. I paid $179.39 dollars. When I called customer service they refused to issue me a refund or a preshipping label. I have disputed the charge on my credit card.
Business Response
Date: 01/10/2024
Hello,

We have denied the customers request for a refund of USD ****** on order 112-7578210-0807445 as customer was already refunded for this order.
A refund of USD 193.74 was issued on December 27, ******************* the form of a Gift card.

Kindly request customer to check their ********************** account for this gift card details.

Thanks & Regards
***************************
Customer Answer
Date: 01/17/2024
Still waiting for my credit card to be issued a refund. The website gave me a gift card instead which I am not interested in using.
Business Response
Date: 02/14/2024
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 about order 112-7578210-0807445. We have researched this matter and confirmed that the dispute in question has been resolved in your favor. Therefore, we will not be able to reimburse you.

Please contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon store purchases before contacting your card issuer. For more information, go to the "A-to-z Guarantee" section of our Help pages: (www.amazon.com/gp/help/customer/display.html/ref=*************/?nodeId=201889250)

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

*****
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been reaching out to Blink for a video doorbell camera issue over the course of 3 months. I have been unable to work out a resolution and have been paying for a subscription through them. They asked for pictures of the batteries, they keep putting me off and I feel like they are trying to push me off until my warranty expires.
Business Response
Date: 01/10/2024
Hello ****

I'm Sandhya 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 apologize for the inconvenience that you've experienced in this case.

I checked and see that our team has contacted and sent new lithium batteries at no charge. If the item is still not working, please let us know so that we can look into it.

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

Regards,

*********************** A.
Customer Answer
Date: 01/17/2024
Thank you for your help! They sent me a replacement and its not working efficiently!
Business Response
Date: 01/27/2024
Hello ****

I'm ********* from Amazon.com writing to you on behalf of *******, who is out of office today.

I apologize for the inconvenience that you've experienced in this case.

I checked and see that our team has contacted and sent new lithium batteries at no charge. If the item is still not working, please let us know so that we can look into it.

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

Regards,

*****************************.
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.
On November 24, 2023, I ordered an Apple iPad Pro 12.9-inch (6th Generation) from Amazon.com. Order# ***-5189477-6949832. The product was advertised as new, there was no indication on the website that it was anything other than brand new, and was sold and shipped by Amazon. When the iPad arrived on December 4, 2023, I found a sticker on the outside of the iPad packaging indicating it was inspected; the original packaging was previously opened and taped shut.I contacted Amazon on December 5, 2023 and was informed that at the time they shipped my order, no new iPads were in stock so a refurbished one was sent in its place. I made it clear to the Amazon representative that I ordered and expected a new iPad, but was told there was nothing he could do, my only option was to return the iPad and attempt to order another new iPad.I returned the iPad on December 6, 2023 and it was received by Amazon on December 7, 2023. Amazon.com stated the refund would be issued on December 23, 2023. On December 27, 2023, no refund had been received. I found Amazon changed the refund date on the order to December 31, 2023 without notice. I spoke with an Amazon representative on December 28, 2023 and she said the iPad was lost, then later said it arrived, a refund should be issued, would escalate the issue and contact me by 11am December 29, 2023. I did not receive any follow-up from Amazon on December 29, 2023.I called Amazon on December 29, 2023 to inquire about the status of the refund and was told "Apple products take longer to refund." and "You *should* receive a refund by January 6, ****." The representative was not willing to review or escalate the issue and said to call back on January 6, **** if the refund was not issued.At this point, I have been told different things by the Amazon website and every Amazon representative I've contacted. I am requesting an immediate refund for the total purchase price of the iPad which has been in Amazon's position since December 7, 2023.
Customer Answer
Date: 01/01/2024
Attached are screenshots of the order on Amazon.com. One taken on December 30, 2023 and one taken on January 1, ****. Both pictures show that Amazon no longer has a refund date for my order. This conflicts with information provided by Amazon representatives and previous information from Amazon.com. My request remains for an immediate refund for the full amount of the iPad.
Business Response
Date: 01/01/2024

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 apologize for the inconvenience that you've experienced in this case.

I understand you've returned the item and concerned about refund.

Once the carrier has received your return package, please allow up to 30 days for your return to be processed and to receive your refund. If you don't hear from our ************** by January 06, **** please write back so we can find out what happened.

Also, I've forwarded your feedback to our appropriate team. Your comments and suggestions will help us improve our store and offer better service to our customers.

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

Regards,

*********************** A.
Customer Answer
Date: 01/08/2024

Complaint: 21073929

I am rejecting this response because as of 11:00am eastern, January 8, ****, the refund has not been received or, based on looked at the Amazon website, processed. A full refund is, again, requested immediately.

Sincerely,

*****
Business Response
Date: 01/11/2024
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 apologize for the inconvenience that you've experienced in this case.

I've issued a refund of $1496.61 to your original payment method. I request you to wait 3-5 business days for the amount to reflect.

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

Regards,

*********************** A.

Customer Answer
Date: 01/17/2024

Complaint: 21073929

I am rejecting this response because:
1. Amazon advertised, and an order was placed for, a new iPad, but shipped a used iPad in its place.
2. In reference to item #1 above, Amazon representative stated Amazon's website "does that sometimes when an unopened item is not available at the time an order is placed" This appears to be deceptive marketing.
3. Amazon provided numerous dates the refund should have been issued and Amazon missed all of those dates, to include dates stated within this BBB case, requiring the consumer to continue to followup and request the refund.
Based on this, I believe Amazon has engaged in deceptive marketing and failure to adhere to their own policies and guarantees made in the return of funds after the consumer adhered to Amazon's return process.

Sincerely,

*********************
Initial Complaint
Date:12/31/2023
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 live in a low density apartment complex. Amazon.com sent an item, which I needed immediately, to a different apartment complex, ensuring somebody got a free item I paid for.
Customer Answer
Date: 01/05/2024
This issue was resolved after a delay. It involved a $53 loss. Thanks for your attention.
Initial Complaint
Date:12/31/2023
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.
In October of 2023, I purchased a year subscription of Amazon Prime to include ad-free Prime video. On Wednesday, December 27, 2023, Amazon sent an email stating that if I wanted to continue to use Prime Video ad-free, that I would have to pay an additional $2.99/month. When I called Amazon about my concern on December 29, 2023, I was initially told that there was nothing that they could do for me. When I stated that I would reach out to *************************** they said that they would get another person to see if anything else could be done. I was then hung up on. Amazon marketed an ad-free subsciprtion which I bought and then cahnged the terms
Business Response
Date: 01/15/2024
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 understand that you are inquiring about the new ads that are included with Prime Video. This change will allow us to continue investing in compelling content and keep increasing that investment over a long period of time. With your membership, you continue to have access to exclusive hit series and movies with limited advertising. We aim to have meaningfully fewer ads than linear TV and other streaming TV providers. You can remove advertisements by subscribing to Prime Video Ad Free*.

*Live events, such as sports, live TV, and content offered through Amazon Freevee will continue to include advertising.

Go Ad Free for for an additional $2.99 per month by visiting ****************************************************************

As for the terms and conditions you mention, Under the Amazon Prime Video Terms of Use section 6(d), Amazon may modify the Service (including any subscription), any Digital Content and/or Software from time to time (i) to improve existing, or add new, functionality and/or features, (ii) to improve or maintain the user experience, (iii) for operational or technical reasons, (iv) to support maintaining quality and quantity of content included in the Service, or (v) for legal or security reasons. For more information, refer to: ********************************************************************************************

Regarding the refund that you're requesting, we're happy to offer a prorated refund of your annual Prime Membership, of a total of $117.87. The reason why you're elligible for a prorated refund is because the Prime Benefits have been used.

Please let us know if you wish for us to proceed with this, and we'll be happy to accommodate.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best Regards,
Priyanka
Amazon.com
Customer Answer
Date: 01/15/2024

Complaint: 21073801

I am rejecting this response because: changing conditions whenever Amazon wants allows them to falsely markets they did here. This is not an acceptable response

Sincerely,

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

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