Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

57,393 total complaints in the last 3 years.
21,696 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:12/28/2023
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.
This outfit is a 3rd party vendor Amazon has chosen to sponsor on its website. My father wants a mincemeat pie at Thanksgiving and Christmas. The organization creating Nonesuch mincemeat pie filling stopped producing it, though Amazon and ******* are now selling what they have at around $50 a jar. So I decided to make my own to make my father happy. I therefore ordered Beef Suet (for $50) from Amazon, who used a 3rd part company, "******* Special," to supply it. I have on all my Amazon orders a statement that everything must be placed on the porch by the front door. ******* Special's delivery people instead left it outside in the rain, where some animal attacked it and ate the suet in the package. Amazon then sent me on a wild goose chase to try and get a refund from this 3rd party vendor, ******* Special. Next, ******* Special offered me around $14. Amazon's chat room associates then transferred me among themselves all pretending to be supervisors. Eventually, after 3 chat sessions and hours of my time, I got a real supervisor who managed to refund the rest of the $50 I paid. Meanwhile, ******* Special is still after me for evidence. I sent them the attached. Amazon, with its 3rd part vendors like ******* Special, are truly a "caveat emptor" conglomerate. Everyone in both organizations lie and pass the buck without the slightest attempt to be honest or to honor their own published policies. My time is worth way more than this. They just put off customers, assuming they'll give up or settle for some small proportion of what they paid for a product.
Business Response
Date: 12/30/2023
Hello *******,

I'm Himaja 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 am sorry to hear about the issue you faced with the 'Atora Shredded Beef Suet 240g - Pack of 6 ' purchased on our website.

Upon reviewing, I see that a full refund worth $49.88 has been issued on this orderDecember 28, 2023 on Friday, November 10, 2023. Please give your bank 5 to 7 business days to process the same.

I understand that you faced lot of issue with this order. I shall take your feedback and forward it to the concerned team to investigate about the seller.

Thank you for your understanding. We hope to see you again soon.

Regards,
Himaja
Amazon.com
*****************************.
Initial Complaint
Date:12/28/2023
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 2 pack of Led floor lamps for my father for Christmas, and they are refusing to help me resolve this issue, all I want is either a amazon gift card for what I paid for this item, or another item shipped out...... I had told them that this item is defective, and does not work. and they are not helping me resolve this issue. Action needs to get taken asap, this is ridiculous. I spent over an hr putting these items together and now they want me to uninstall the item? Not happening! come get your item, it does not work, and I want to simply be made whole! Thanks The mangers I talked to were not helpful at all, their names are *****, and the other name is Busi work number is *******.
Business Response
Date: 12/30/2023
Hello ******,

I am ***********;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 sincerely apologize for any inconvenience caused with the item purchased in the order #***-9710756-9691447.

I've reviewed the details of the order and see that the above order was placed on December 17, 2023 that was already replaced on December 22, 2023 for the reason mentioned as it was damaged.

If you are referring to any issue with the item replaced in replacement order, I kindly request you to return the items from both the original and replacement orders to be eligible for refund.

To return the item, go to our *********************:

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

The ********************* will guide you through the process and give you a printable return mailing label. If a pre-paid label isn't available for your return, the ********************* will provide other options for getting the item back to us.

Without the items being returned and processed at our returns center, we won't be able to refund the item.

I'm sorry again for any inconvenience this may cause to you.

Thank you for your understanding and co-operation. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:12/28/2023
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.
On nov.3 was charged $16.11 for something I didn't ask for. Been told lies over and over. **** said never sent.
Business Response
Date: 12/30/2023
Hello ****,

I am Srujan 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'm sorry for the inconvenience caused with the charge for amount of $16.11 that was charged from the account registered using your phone number.

I've reviewed the details of your phone account and see that our previous attempts to refund the charge on November 20, November 28 and December 8, 2023 were Declined.

Usually the refunds will be declined if the card is reported as lost/stolen/closed or the bank account is closed.

As trying to refund the transaction may again decline, In this case, I request you to kindly contact your bank to dispute the charge or request them to whitelist the card to accept the refunds.

If you wish not to dispute the transaction, I request you to contact your bank and resolve the issue and let us know so that we can retry refunding the transaction.

Thank you for your understanding and co-operation. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024
They are lying. My bank said never received. Now I have UMB taking care of business. They are taking over since they lied to me and you. They would not keep a business from returning money to anyone who has a account.
Customer Answer
Date: 01/12/2024
Bank took over
Initial Complaint
Date:12/28/2023
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 ordered a new computer processor from Amazon and when I received it, it was open and used so I informed Amazon customer service and they said to return it for a refund which I did. They received the package on the 12/8/23 via ups(tracking number 1Z6E55409068434660) after a couple of days I contacted them and asked what was going on and they said i would receive a refund on 12/26, after not getting any update on the 26th I contacted them the next day and they said I would get an email. after receiving the email they stated there was abnormal activity on my account and they need to verify my identity before they even consider a refund. At the bottom of the email they said if I dont submit a picture of my ID and I quote You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 114-5677065-2989005. Also, you will not be able to investigate this order issue further.. So I called today(12/28) and after giving me the runaround they said that I have to submit my ID to go further.
Business Response
Date: 12/30/2023
Hello *****,

I'm Himaja 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 am sorry to hear about the issue you faced with your "AMD Ryzen 9 5900X 12-core, 24-Thread Unlocked Desktop Processor" that was purchased on our website.

I understand that you wish to get refund on the return of the above item

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

For more details, kindly review the email sent to you by our team on December 28, 2023 at 11:29 AM (PST)

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

Your order and your account will be reviewed and your identity will be verified through one of 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.

You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/30/2023

Complaint: 21067627

I am rejecting this response because:
They are still insisting that I provide a government id to get my refund because of Abnormal account activity which they have refused to provide details on. There is no abnormal activity I ordered a product that was supposed to be new received a used product which I informed ******* who handled my return and the refund is supposed to go to the same card it was ordered with which part is abnormal enough to warrant a copy of my Government ID?
Sincerely,

*********************
Initial Complaint
Date:12/28/2023
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 ordered a Meta Oculus 3 for Christmas on 12/14/23 with delivery guaranteed by Christmas. The *** on delivery was 12/20. On 12/21 it said has not yet shipped. I called Amazon customer service and was told not to worry by ******* S., he made a one time exception and my item shipped with delivery by Christmas. I checked the next day and the shipping was updated to 12/28 delivery. Broken promises and lies being told to ruin Christmas for my kids.
Business Response
Date: 12/30/2023
Hello ***,

I'm Himaja 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.

We are sorry to hear that you are yet to receive a refund on returned item.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. In order to review the order details and to take any further action, 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.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/30/2023

Complaint: 21067577

I am rejecting this response because:
Someone at Amazon cancelled my order. It was supposed to arrive before Christmas then was changed to the 28th of Dec. I needed this item for my kids on Christmas. I wasn't asking for a refund. I was seeking some sort of good faith restitution for Amazons lack of caring and ruining Christmas for my kids. They never received the order they wanted for Christmas and Amazon is the reason this happened with no apology or effort to make it right.

Sincerely,

*********************
Customer Answer
Date: 01/04/2024
Amazon cancel the order on me so the order number no longer exists
Business Response
Date: 01/23/2024
Hello ***,

I'm Himaja from Amazon.com. Thank you for writing back to us - I've provided the BBB with a copy of this message.

We are sorry to hear that you haven't received your order on time.

In this case, we shall take this as your feedback. Regarding the order in the query, I'd love to assist on this, however, as mentioned in my previous correspondence, I wasn't able to find the order you asked about on your message. In order to review the order details and to take any further action, we'd request you to please help us with the order number related to your purchase.

I understand that the order has been cancelled. However, you can fetch the order details from the order confirmation or cancellation email sent to you, and provide us so that we can look into it and do the needful.

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.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/25/2024

Complaint: 21067577

I am rejecting this response because:
I no longer have an order # since Amazon deleted my order

Sincerely,

*********************
Initial Complaint
Date:12/28/2023
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.
Hello, ************************************************ has come and almost gone, and Im still fighting to get even one response from Amazon. My account was suspended, citing a vague code of conduct violation. The language in the notices *** received and Seller Performances lack of willingness to work with me indicates Amazon believes I have knowingly engaged in unethical behavior. The truth is both sad and frustrating, and Amazon doesnt seem to care in the slightest: Im a new seller, and as such not experienced Unfortunately, I used a service that promised reputable sourcing, but I was scammed. They failed to place transparency codes on my products during prep and the shipment was flagged as being counterfeit I should have vetted my service providers better, but I have learned my ******* I cut ties with the service Selling on Amazon was intended to be a secondary source of income to future-proof my life so that I could spend more time with family and less time at work. It was also to plan and make sure my family was taken care of during times like the pandemic, where the cost of living has skyrocketed. I want to be able to make and save enough to pay for my daughter's school and wedding when she gets married. And now none of that is happening as I planned, and Im stranded in limbo since Amazon has decided Im not worth a response.Please take the time, Amazon, to re-review my case. Im asking you to use your humanity and not metrics to decide my fate, because my life has been irrevocably damaged by a newbie mistake. Surely, Amazon believes itself worthy of second chances- why not me?Sincerely,********************* ************* LLC Merchant A1DETQT2U4EI4X
Business Response
Date: 01/09/2024
Dear Seller,

Thank you for your submission. After reviewing the information from your virtual identity and supply chain verification, we observed that you have supplied documentation to Amazon which were from an un-verifiable supplier. We previously requested these documents from you to verify your identity and supply chain. As a result, your account will not be reactivated and we will not release the associated FBA inventory under investigation.

You can view your account performance at ************************************************************** or by selecting Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Download iOS App at (***********************************************************************)
Download Android App at (**************************************************************************************************)

Thank-you,
Amazon
Customer Answer
Date: 01/11/2024

Complaint: 21067579

I am rejecting this response because:
I have been trying to speak to someone in a forum other than email chains for some time now. I am fully aware of why my account was deactivated, but I feel that nobody is looking at all of the facts and I am being unfairly labeled as deceptive/fraudulent. All I want is to speak to someone an have an actual conversation about the issue to get full clarity and plead my case. All I have gotten thus far is a lot of pre-written responses that say the same thing and offer no clarity/closure on the situation.

Sincerely,

*********************
Initial Complaint
Date:12/28/2023
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 ordered the mower on July 4th 2023 from Aamzon.com (Amazon.com order number:111-6769463-0167412). It shows the mower was delivered to our mailbox by **** on July 10th. We checked and never received the mower. We checked with **** and **** shows the tracking number did not match with my address. This apparently was a sophisticated fraud. There have been 32 complaints on Amazon website saying the they did not receive the items from the same seller (Saints E-horizon), all during the same period of time. Most said the same thing that purchase showed delivered but never received. Attached below please find the link showing these 32 complaints:************************************************************************************************************************************************************** I called Amazon on **** and 7-17-2023, spending hours on the phone, explained everything, including others reporting scammer which were the same as mine, and called the seller a scammer, etc. However, Amazon completely ignored what I said. Amazon said it investigated and believed the item was delivered by the seller, and asked us to file a police report. We were in panic. If we file a police report, we will spend even more hours with the police simply because Amazon did its investigation wrongly and believe the item was delivered by the seller. We were extremely unhappy that Amazon's investigation results were wrong. This kind of mistake has wasted me a lot of time and causes a lot of anxiety and dissatisfaction in my family. Amazon introduced a scammer seller to us, and caused a lot of problems. I believe I deserve a compensation because I spent so many hours worrying, thinking, talking and writing, to the seller and Amazon, and also my mower did not arrive and it caused a lot of problems in this summertime with the grasses growing so fast. Also I should have received the mower which was about $100 cheaper than others available in the market and I could not because all the issues caused by Amazon.com.
Business Response
Date: 12/30/2023
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 any inconvenience caused.

I understand you haven't received the package even though the tracking shows delivered.

I've researched and see the refund of $385.70 was already issued on July 17. You can check with your bank if you're unable to locate your refund.

I see you're referring to the order which was purchased 6 months back. Unfortunately, we won't be able to take any action from our end now.

Regarding the reviews: I've forwarded the details you sent us to our Investigations team. We investigate each report received and take appropriate action. However, we won't be able to release the outcome of the investigation.

Thanks for your understanding.

Regards,
*********************
Customer Answer
Date: 01/12/2024
I am very unsatisfied with Amazon's reply. Amazon incorporated a scammer seller and caused a lot of problems. Amazon could not deliver the goods that I wanted, and suggested me to file a police report to find the 'lost item' that had never delivered. Amazon should be hold responsible to incorporate a scammer seller that caused a lot of problems. Thanks.
Initial Complaint
Date:12/28/2023
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.
Amazon have been begging me to put my mercury credit card on file. I have **** points on my mercury card which equal out to $44 and some change. Made a ***** purchase and it wouldnt allow me to use the $44 nor would it allow me to send the purchase as a gift to someone so I contacted Mercury credit card and informed them because its fraud and misleading and them for people at Amazon was very unprofessional, and they act like they didnt know what I was talking about.
Business Response
Date: 12/30/2023
Hello *******,

I am ***********;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 sincerely apologize for any inconvenience caused with using your Mercury Points to place an order on Amazon.

I've reviewed the details of the account to help you resolve the issue and see that at this time, Mercury Points can be redeemed for online orders at Amazon.com only and are not redeemable from Amazon.com over the phone.

This information is available on our website (in the frequently asked questions section) here:

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

You may refer the answer to the question : How do I use Mercury Points to pay for an order?

I hope you find this information helpful. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:12/28/2023
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.
Order number 111-6339557-6000248 I ordered cameras and detergent. Their driver sent the items back and never delivered. I had to beg Amazon to give me my money back. They decided to post that I must return the detergent. I never received the detergent. Not only do they give the refund. Months later they charge accounts for items that were returned. I shouldnt have to beg you for my money back on an item you did not deliver. And let me not continue talking about the used items you sent me.
Business Response
Date: 01/04/2024
Hello ****,

I'm Himaja 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 am sorry to hear about the issue you faced with some of the orders placed on our website.

I understand that you haven't received some items and are looking for refund on the same

Upon reviewing, I see that a full refund worth $9.64 towards detergent, $36.03 and $36.03 towards the security cameras had been issued on December 28, 2023 to your original payment card. Please allow your bank 5 to 7 business days to process the same and update your account.

On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details. After receiving this confirmation e-mail, you can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

In this case, there is no return requirement on any of the above orders. In case you received any notification to return the items once received, please ignore the same and accept the refunds.

Please rest assured that your issue is now resolved

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:12/28/2023
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 placed an order on Amazon 2 weeks ago --> 113-5829315-8757011 In just two weeks, and well within the return period, two of the items, Chemical Guys Gap_VKIT_04 V Line Polish and Compound Sample Kit for Light to Heavy ****************** (Safe for ******************, RVs, ******************** 4 - 4 fl oz Items and Chemical Guys ******************** (6 Items)Reduced in price to $29.99 and $29.88 respectively. This is a $19.20 price difference including sales tax from what I paid.I contacted Amazon yesterday about this, and the first agent offered to refund me $15.55 as a one-time exception. I then disputed this amount, stating that the total should be $19.20, at which point I was transferred FOUR times. I finally spoke to an agent named *****************, who did in fact offer to refund me that price difference of $19.20 Again, these are NOT competitor prices. It's amazon's own price, for the same product, within a 30 day window which is the applicable return period. There should not be any issue with this at all.*****************, the agent on Amazon live chat, agreed to issue such refund but at a later point I got an e-mail from Amazon customer service stating that they won't do it.Please read the chat logs. Please give me what was promised.
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.

We strive to maintain low and competitive prices on everything we carry. We constantly compare Amazon's prices to our competitors' prices to make sure that our prices are as low or lower than all relevant competitors. As a result, we don't offer price matching.

To read more about our pricing, please visit our Help pages:

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

Alternatively, you may return the item and place a new order at the reduced price.

Regards,

*****
Amazon.com
*****************************

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