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

58,531 total complaints in the last 3 years.
22,009 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: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 40 piece notebook set on 12/11/2023. The cost was ******. I only received half my order. Amazon first told me that they would give me half of the ****** (*****) so i could order 20 notebooks. That is less than the company charges for those notebooks. They charge ***** for 20 notebooks not including tax. This appears to be incorrect and fraudulent business practices. Attempts to resolve have been unsuccessful. They are not wanting to fully compensate. They want a return and for me to reorder which is very inconvenient
Business Response
Date: 01/01/2024
Hello *********,

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 missing items on your order .It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and account details , I see a $58.00 promotional certificate was issued to your account by our customer service team and to cover the difference amount to re order the 20 notes , I can issue a gift card refund of $10.00 to your account which can be used against your next order with us.

The gift card refund will be issued instantly as soon as I receive confirmation from you.

Once again, we apologize for the inconvenience this situation has caused you.

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: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.
December 16th 2023 113-7347335-1556259 I was told I would get a full refund. They scheduled a one time exception for me to get a pick up scheduled. I was sent a email of the conversation that I requested because I kept getting different information. The item has been picked up and my refund has not been sent. 1Z196V8R7827477054. I tracked the return and it has been received. Instead I am being told to provide ID.
Business Response
Date: 01/01/2024
Hello Yami,

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 order #***-7347335-1556259. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Thursday, December 21, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

As soon as return is verified and processed, a full refund will be issued against the order.

For more information on Return policies, you can view our website Help page using this link:

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

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

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

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:12/31/2023
Type:Customer Service 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 never authorized the subscription to Amazon music unlimited. I only wanted what was available for free with Amazon Prime. I am a senior citizen on a fixed income. I cannot afford the extra charge that I just realized they have been taking from me for 8 months now for a service I never authorized.
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 understand you were not aware of the Music Unlimited subscription active on your account, my apologies for any inconvenience this may have caused.

After a thorough investigation, our team was able to track the details of the Music subscription. Our investigation revealed that the subscription was activated through a mobile Android device that is currently registered on your account with the name: ******'s 2nd Android Device *****.

The subscription was initiated on February 27, 2023 with an extended free trial for 3 months, and after the free trial was completed the subscription automatically continued to the monthly paid plan. At the time the subscription was initiated our system automatically sent a confirmation email with the above details.

Given the circumstances, I've processed the refunds of the remaining 7 months which totals up to $65.93 USD and the charge for last month was already refunded when customer service cancelled the subscription.

The refunds will be reflected in the original order payment method within 3-5 business days.

You can view your updated subscription details from your Amazon Music Settings in your 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: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 am writing to file a formal complaint against Amazon regarding an incident that occurred in August. I made a purchase totaling over $500, and despite my attempts to resolve the issue, I have received no satisfactory assistance from Amazon.On the day of delivery, the package was left unattended on my front porch and subsequently stolen. This incident is deeply troubling, as it involves a significant financial loss for me. I immediately reported the theft to Amazon customer service, expecting a timely and helpful resolution.Regrettably, my attempts to seek assistance have been met with delays, unfulfilled promises, and a lack of concrete action on Amazon's part. Despite numerous contacts with their customer support, the matter remains unresolved.I understand that incidents like these can occur, but the lack of responsibility and follow-up from Amazon is concerning. As a valued customer, I expect a prompt and effective response to this situation. I have provided all necessary details to Amazon, including the order number and relevant documentation, yet the issue persists.I kindly request your intervention to address this matter and ensure a fair resolution. I believe that Amazon, as a reputable company, should take responsibility for the security of their deliveries and provide adequate support to customers who experience theft or loss.Thank you for your attention to this matter, and I look forward to a swift resolution.
Business Response
Date: 01/01/2024
Hello ******,

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 your order#***-5473547-8454650 and the unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

Upon reviewing the complaint and account details , I see our team is requesting to share the police report to help you on this issue as per email sent to you on December 20, 2023 with subject "A Message from Amazon Customer Service".

I would request you to share the police report so that I can escalate it to our team to look into it or you can contact our customer service team directly for quicker resolution.

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: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.
December 27, 2023 10:13pm I placed a order from Amazon fresh I paid $***** from my Amazon gift balance and $6.69 from my debit card for authorization fee. My order was scheduled to be delivered December 28, 2023 in between 8am to 10am. However, my order was out for delivery since 8:26am however the driver ****** was in the same spot close by 95th and ******** Ave. Long story short I called amazon at 9:40ish December 28th on behalf of my order and was told to call back in between 10:30-11am if my order was still not delivered. Of course my order was not delivered around 11:30ish am I called back and the Amazon representative put in a free replacement order of my items to be delivered between 4-5pm on December 28th. I was also told by the representative that my order was free of charge and that the money I paid for will be reimbursed including my Amazon gift balance. I was told my ***** in Amazon balance will be in my account within 3 to 5 hours and still nothing. I called today December 29th and was told that since I got a free replacement that I was not getting my Amazon balance back which is completely unfair. After I was told I was getting my money back that I used to pay for my order using my debit card and my Amazon balance Amazon tell me that I will not be getting that back.
Customer Answer
Date: 01/05/2024
In regards to Amazon complaint. They gave me my money back.
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.
The ********** delivery center is not making proper delivery attempts, indicating a delivery or a delivery attempt was made, and is not delivering packages.
Customer Answer
Date: 01/01/2024
The delivery driver who ultimately (late) delivered my most recent order on 12/31/23 did not follow delivery instructions, did not follow delivery procedure (to obtain security code needed to deliver item) , did not seem aware of how the delivery procedure works (RE: delivery code), was rude, and disrespectful.
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'm sorry to learn that about the problem with delivery of your packages. It is certainly not what we expect our customers to go through.

Thank you for bringing this to our attention.

I have forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

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.

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: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 purchased a computer from Amazon November 2022. The computer stopped working this year. I didnt have a warranty so I went to a technician to get it repaired. I was told that the motherboard was fried and the computer was no good. He also said the computer was full of dust and was bone dry. I reached out to the manufacturer to see if I could get parts to fix the computer. I was told by the manufacturer that they stop making parts for the computer 5 years ago and the manufacturer warranty expired 10years ago. Amazon sold me an old computer and passed it off as new. I have reached out to them and they refused to refund me or send another computer. I was fraudulently sold a computer that was passed off as new. And it cant be fixed. I paid almost ****** for an obsolete computer. I want my money back or a replacement computer.
Business Response
Date: 01/01/2024
Hello Ebony,

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 that the computer you purchased has become defective. I understand how upsetting it can be.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number 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
This is a screenshot from my Amazon account of my actual order placed.
Business Response
Date: 01/10/2024
Hello Ebony,

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.

I m sorry you feel that the computer you received was not new. You can return any order within 30 days after you receive the order, according to our Return policies.

Since this order was fulfilled over 2 years ago, we re no longer able to assist you in returning this item for a refund.

We appreciate your patience and understanding.

Regards,

Najam
Amazon.com
*****************************
Customer Answer
Date: 01/17/2024
Hello I did send in more supporting information for my claim. Im not sure why I did not send.
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.
ORDER # ***-7093474-3087423 Once again, I received an email stating I had not returned an item that had indeed returned and I'd be charged for the non-returned item.When the ******** trail cameras needed to be used with a special cell phone service, which was not in the description on your website, I initiated a return of both the trail cams and the batteries. These items were part of the same order and returned together in the same box, received by Amazon on Dec 2, 2023. Each time Amazon sends me an erroneous email stating I have not returned an item I had, I have to initiate a call with Amazon's customer service who ensures they have "taken care of the problem" and I won't be charged. Even though I asked for an email confirming I would not be charged for this item, because this is the same issue that has occurred with my refunds prior, I'm following up with a BBB complaint to ensure I will NOT receive any more emails claiming I have not returned the trail cameras and I will not be charged.As this is the 2nd time these erroneous emails have been sent to me about returns in the past month and the 2nd BBB complaint about this topic - though separate order and return, I want a $10 gift card added to my account as a token of good customer service.
Business Response
Date: 01/09/2024
Hello ****,

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

I'm sorry to hear about the trouble you've had with your returns.

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.

As a goodwill gesture, and as requested, I've added an amount of $10 to your Amazon gift card balance. It should be visible on your account within 1-5 hours.

Once processed, you can review your current gift card balance and transaction history here:
www.amazon.com/gc/balance

I apologize for the inconvenience this has caused. Thank you for your understanding.
Best regards,
Priyanka
Amazon.com
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.
Amazon returned an order to their warehouse without my consent on Dec 9. After repeated requests for a full refund, they still refuse to refund fully back to my credit card. I opened a dispute with **** after receiving a suspicious email that stated they were going to make a decision by March 9 and that they do not know if they received their goods back.
Business Response
Date: 01/09/2024
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 the credit card dispute you filed on Order 113-3322761-1945040.

To correct this problem, we have asked your card issuer to close the dispute in your favor.

You should have received a refund of USD ***** on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

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

*****
Customer Answer
Date: 01/11/2024
hello, I'm still waiting for AMEX to confirm that the dispute was closed in my favor. When it does, I will close the BBB complaint. thanks
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 dec25,23 i had a amazon gift card balance of $10. I attempted to use it to purchase a $15.99 item a clothes lint ******. The app wasnt allowing the gift card to work so i contacted suport and chatted extensively with an agent named *** he did some things in my account and my gift card balance went to 0. He told me he was going to give me another code that i never got, then i got transferred to another higher up agent specialist thats name satarted with H, possibly Hav i hav no capabilities to read the chats on my amazon account so i dont have a record. He told me that for taking my $10 balance gift card away and wasting 3.5 hours of my time on Christmas day that if i ordered the item and paid in full on my debit card that when i received the item i should initiate a return and i would not need to send back the item that i would be refunded my full purchase price and there would be notes in my account stating that this was to happen for my ordeal and theft of my gift card balance. So this morning a few minutes ago i spoke intensely with 2 different agents and they refused to honor the agreement made on dec 25 getting me to purchase this item at full price after stealing my gift card balance. I want my refund as promised and an apology and i have already requested my amazon prime account be closed.
Business Response
Date: 01/02/2024
****************,

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, unfortunately I'm unable to locate the order number you are referring to.

Please share the order number with us so that we can review the issue and assist you further.

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

We look forward to seeing you again soon.

Regards,

*****************************.
Customer Answer
Date: 01/05/2024
Order number 113-9571427-5912216
Breeze some fabric ******
$17.25
Business Response
Date: 01/09/2024
****************,

Thank you for writing back to us. I've provided the BBB with a copy of this message.

A gift card balance on $10 added on your amazon account.

I hope this helps.

Regards,

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

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