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

58,642 total complaints in the last 3 years.
22,079 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:12/29/2023
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 bought a ***** copper back brace from Amazon and was told my item was refunded but it was not because the debit card they refunded it to was cancelled.i called twice and twice was told it was because the seller needed to refund it.But then called again and was told I would get a refund once the seller refunds the item to my account.Im still waiting on my refund.I want my money back!!!it says the item was refunded but it was not.
Business Response
Date: 12/30/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:12/29/2023
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.
A item was returned via **** both *** and Amazon via tracking, website live chat and phone reps all confirmed the item has been received however a Amazon rep has been emailing me stating that the item hasnt been received that they will not be returning my refund and that I am in violation of there policies. I have provided proof that the items were returned as well. I have been addressing this for a month and they keep changing the refund date but keep reassuring me that the refund is being processed and will be sent by the 28th. On the 28th the email came in that they didnt receive it and Im violating the policy. I have voice recordings as well but it can not be loaded with supporting documents. But I have emails screenshots and transcripts of calls and tracking information of the items being returned.
Business Response
Date: 12/30/2023
Hello Zarifa,

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 refund for "1 x iPhone 13 Pro **** 128GB, Graphite - Unlocked (Renewed). " from order#***-1854927-8751408

I know this has been a disappointing experience for you, therefore, I have forwarded all your comments to the attention of our appropriate department in our company to let them know about your experiences and we'll make sure the appropriate people will take necessary action so that we will mitigate such instances with your future orders.

A refund of $765.32 is processed for the aforementioned product and it will reflect in 3-5 business days on your account, request you to wait till then.

Thank you for your patience and understanding.

Regards,

*****************************.
Customer Answer
Date: 01/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am still frustrated with the fact that someone from the company would give mixed information and be adamant that I was in wrong standing but at this point moving forward I find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:12/29/2023
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.
On Nov 24th, 2023, l ordered and received my Vet Pro Dog Hip and Joint Supplement ORDER # ***-7546948-2580253 At that time, I DID NOT CLICK the option for AUTO-MONTHLY DELIVERY! I looked at my bank app on Nov 27th, 2023 noting that $38.11 from Amazon was deducted and immediately called amazon advising the agent l did not order it again. They said this item was not returnable and l stated that l did not ask for auto-delivery. Spoke with a supervisor today that was very rude to me told her I spoke to an agent for refund, i continued my defense and then she hung the phone up on myself!!! Told her another agent agreed to refund me when l received the shipment was delivered today (12-28-23). She wasn't having none of that she clearly as the customer said l was wrong! This is the ***** FROM THE AGENT BELOW: A Message from Amazon **************** Inbox ******************** **************** Wed, Dec 27, 7:11?PM (1 day ago)to me AmazonYour AccountAmazon.com Message From **************** Hello *******,Thank you for that warm approach throughout the duration of our phone interaction,It was a great pleasure assisting you.As we discussed, the item cannot be cancel because it is already shipped. Please call us back when the item is delivered for a refund.???????????? ?????? ?????????????????? ????????? ????We look forward to seeing you again soon.We'd appreciate your feedback. Please use the buttons below to vote about your experience today.Best regards,***** M Amazon.com SUPERVISOR SAID THE AGENT SHOULD HAVE NEVER SENT THAT E-MAIL TO ME! SO I ASK YOU AMAZON, IS THAT THE CUSTOMER MISTAKE OR **********************'S? I know l am not incorrect because l never asked for auto-delivery. Please correct this by refunding $38.11 back to my **** ending #****.If denied, ************************ will get ************************* you.*******
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've reviewed your BBB complaint and I'm sorry to learn your order (VetPro Dog Hip and Joint Supplement ) was not cancelled per your request and it was delivered.

Without any further delay, I've issued a full refund of $38.11 which will be processed to your original source of payment within 3-5 business days.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 01/08/2024
Received refund.
Initial Complaint
Date:12/29/2023
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 with Amazon that was to come today, Dec. 28th between 7 to 11am. When checking the progress it says it was delayed and won't come until tomorrow by 6pm. It says I can cancel the order. I called to cancel because the website wouldn't let me cancel. She said she couldn't cancel it. Her name was *******. She gave me the amazon logistics number to call to cancel it. She said they would do that. I called and spoke with ******* who said I couldn't cancel it. So amazon lied. I am sending pictures. Now I have to go and return something that was way late and also said I could cancel it. What a bunch of bs.
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 reviewed your complaint and apologies for the inconvenience you have experienced with Order ID: *******************

We never expected this to happen and we regret that our customer service was unable to help you with your concern as expected.

We will take a ***** feedback to mitigate such instances in future.

I see that the order is delivered and here in this case we are unable to take any further actions and request you to return the products for a full refund if you are not in need of these products.

Thank you for your patience and understanding.

Regards,

*****************************.
Customer Answer
Date: 01/04/2024

Complaint: 21069879

I am rejecting this response because:

No mention of the false information Amazon initially gave about the option of canceling the order. Frankly, I am getting fed up with businesses giving standard apologies but actually never addressing the issue.
Don't say a customer can cancel an order than not allow it. PERIOD!

Sincerely,

***********************
Initial Complaint
Date:12/29/2023
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 Dec 12, 2023 I purchased an annual (1-year, prepaid) membership to Amazon prime for an ad-free streaming experience.On Dec 27th (2 weeks later), I received an email from Amazon, as did millions of others, informing us that we would now be forced to watch ads under the current membership plan, or pay even more for an ad-free experience. This is a classic "bait and switch" scam. I choose option 3: A full refund of my $151.51 Amazon Prime membership. The only provided option for me at the Amazon Prime account page is to fully cancel my membership, in which they only return approximately $27 of the original $150 paid 2 weeks ago. I do not accept those terms. Things get more strange when you reach out via their normally-monitored customer service email: cs-****************************** I sent my request to them via this email, and immediately received this reply: "Hello, This is an automatic e-mail to confirm we have received your e-mail and a **************** associate will be in touch within the next 6 hours. In the meantime, please visit our Help pages: website or app."...followed 5 minutes later by this email: "Hello from Amazon, You've written to an address that does not accept incoming direct e-mails, but we have provided links to help answer some common questions." The optional links they send have nothing to do with Amazon membership, only merchandise. It's quite clear that Amazon is being evasive, likely directing customer service to ignore requests dealing with this issue.I want a full refund for my Amazon Prime Membership, paid 2 week before this bait-and-switch was announced. Total is $151.51. Thank you!
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 reviewed your complaint and apologies for the inconvenience you have experienced with Prime membership.

Starting January 29, Prime Video movies and TV shows will include limited advertisements. This will allow us to continue investing in compelling content and keep increasing that investment over a long period of time. We aim to have meaningfully fewer ads than linear TV and other streaming TV providers.

Prime Video customers have the option to pre-register for the monthly Ad Free option*, but wont be billed until January 29.

Advertisements wont be included on content that is rented or purchased.

We will also offer a new ad-free option for an additional $2.99 per month*. To go Ad Free, or to cancel a pre-order, visit ****************************************************************. You wont be billed until January 29.

We are unable to offer additional refund to the prime membership as the benefits are already used.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 01/04/2024

Complaint: 21069860

I am rejecting this response. Amazon's apparent BBB representative, *******************************, offered a full refund, which I accepted (see attachment). A full refund was supposed to be what I paid for Amazon Prime full-year membership of $151.51, paid only 2 weeks prior.
I agreed to this offer.
The next day, my credit card was only credited with $27.27 and the entire year of pre-paid Amazon Prime "benefits" were cancelled. Not only was I no longer able to use Prime benefits, which I expected, but the remaining balance of $124 was stolen from me.
Not only does this show the disgusting tactics of Amazon's BBB customer service, but I believe it to be a crime and will be pursuing this via the legal system.
Business Response
Date: 01/09/2024

Hello,

Thank you for writing back to **.

Initially a refund of ****** USD issued on Dec 16, 2023, On December 31, 2023, as per the communication sent and confirmation received, your prime membership is fully cancelled with remaining refund of ***** USD

If you still want to continue the prime membership, you can subscribe to Prime and continue to use the benefits.

Thank you for being a valuable customer to **********************.

Regards,

*****************************
Customer Answer
Date: 01/09/2024

Complaint: 21069860

I am rejecting this response. Again, the $124.32 refund has nothing to do with an Amazon Prime membership. It was for an "Undeliverable" item that somehow got lost in shipping around *********-- on the other side of the country from my residence. If the customer service representative actually researched this complaint, Order# 113-2453288-4185001, they would know that.
Instead, it's being written off as somehow settling this BBB complaint. It's frankly disgusting what's happening here.
Business Response
Date: 01/11/2024
Hello,

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

I understand your concern and the possible resolution regarding the prime membership is shared and regarding the order#***-2453288-4185001 , request you to contact our customer service on *************************************************

Thank you for being a valuable customer.

Regards,

*****************************.
Customer Answer
Date: 01/17/2024

Complaint: 21069860

I am rejecting this response because I have already attempted to work with Amazon customer service via this agency **********************. Simply supplying another dead-end customer service number is not a resolution.
Initial Complaint
Date:12/29/2023
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.
They claim my item was delivered but all I received is an empty envelope that won't spatially fit the item I ordered now they are refusing to The box below is what they claimed is what fit into the envelope it
Business Response
Date: 12/30/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date: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.
Amazon notified me by by email on 2023-12-24, that they had suspended my account because they, "detected unusual activity on it". They said I should sign in and follow on-screen instructions. The instructions were to supply information verifying my payment method. I followed the instructions to the letter and supplied all the information requested.Then on 2023-12-25 they notified me by email that they had closed my account. They said, "We have closed your Amazon account because we were not able to confirm that you are authorized to use the payment method associated with your account."I tried all their customer service pages, but they all require me to log in, but they have closed my account so I can't. I then tweeted them, and the support person who responded told me to reply to the email about my account being closed. I said it was from a "no-reply" address so I couldn't reply. The support person again told me to reply to that email, so I did. I received an email back saying, "You've written to an address that does not accept incoming e-mails, but we have provided links to help answer some common questions." All the links they provided were to their help pages, which - as I have said - require me to log in, making them useless. Eventually I found a help page with a button to open a chat, and I got to chat to an associate. He asked me to wait, I waited about 20 minutes, and he asked me to wait again. I waited a few minutes and when I looked again, he had closed the chat without any answers.I don't know what to do anymore to recover my account. All my Kindle content is linked to that account and is now lost to me.
Business Response
Date: 01/23/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2024-01-23 confirming account reinstatement.
Sincerely,
****
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.
Rented *********************** Eras concert. When attempting to cast to tv received erroneous error stating that I have met my streaming or casting limit and to try again in ten minutes (paraphrased). I attempted multiple times over two days with no success. Amazon customer service only offered $8 and $10 credits and did not attempt to explore the reasons behind the error. I am looking for a refund of charges from Amazon.
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 reviewed your complaint and apologies for the inconvenience you have experienced with Amazon video error for "*********************** | THE **** TOUR (EXTENDED VERSION)" - Order ID: *******************

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

I just issued a refund to your original payment in part payments of $10 and $11.48, these refunds will reflect in your account in 3-5 business days, request you to wait till then.

Thank you for being a prime member.
Regards,
******************************
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 am placing a complaint against Amazon. I have seen fraudulent activity in my account for the past month. I contacted Amazon **************** at ************ on 12/28/2023. I explained my concerned to the first agent from that **************** phone number above . From the beginning when he picked up the phone he stayed silence for a while before he said something. I explained to him that I have been charge for something that I did not purchase. He put me on hold a few ********** told me that there is nothing that he can do about ****** will need to deal with my bank. I asked to speak with a supervisor or a manager. He said **** **** stayed silence on the phone for a very long time and transfer the line to another agent without telling me that he was going to transfer the call. The other agent told me that in order to transfer me to a manager or a supervisor, I will need to have an account with **********************. I told the agent that I do have an account with ********************** for a very long ******** am a Prime member as well. I gave the agent my full name & my phone number on the account. He told me that he cannot help me. He said that his shift is about to end soon, and he will hang up the line. The customer service experience that I had was extremely horrible and both agents were incompetent to help me. I was on the phone for about 2 hours & these agents refused to help me. They both stay silence on the phone and the last agent hung up the phone on me. My issue is not resolve after been on the phone for 2 hours with these agents. I hope someone in corporate complaint department will pull up the call that I had with **************** at ************ on 12/28/2023. And I hope someone in corporate complaint department will help me resolve the issue. My full name on my Amazon account is ******************************* and my phone number associated with the account is ************.
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 reviewed your complaint and apologies for the inconvenience you have experienced with unauthorized charge on your Amazon account.

As this is an unauthorized charge, we are unable to take any action in this case.

However I would request you to dispute the charge with your card issuer/bank to get the charges reverted.

If there is any other alternative, we would have surely helped.

Regards,

*****************************.
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 is regarding an order (111-6835428-7461841) I placed on Amazon.com. I returned one of the items on this order- the item being ****'s Women's 314 Shaping Straight Jeans to the *********************. On dec 4th Amazon charged me $45.51 for the jeans despite me having dropped the jeans of at a Whole Foods.I called Amazon customer service on 28th dec and spoke to two different agents between 4.15-4.55 pm. Both agents confirmed that they could track that the item has been dropped off at the Whole Foods and had been delivered to the Amazon warehouse. They said the Amazon warehouse had been unable to process it. They also mentioned that the Amazon warehouse had got the item over 30 days ago but hadnt been able to process the item likey cause they were backlogged. When I asked for a refund cause they had the item in the warehouse- they refused. They asked for a state issued ID to refund me my item despite having the item in their warehouse. I dont want to provide a govt ID to ********************** - I dont trust them with that kind of personal information on **** would like them to refund me my money when they clearly have the item as confirmed by their customer service agents.
Business Response
Date: 01/09/2024
Hello,

In addition, it looks like we have previously requested an ID from you, but the portal expired and can no longer be used. As a reminder, because we noticed abnormal activity on your account, we need your ID to verify the identity of the account holder before we can consider issuing a refund. We may also request additional information before granting your request.

You will receive an email with instructions on how to share this information with Amazon. Once you submit your information and return your item you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thanks for your understanding.
Customer Answer
Date: 01/10/2024

Complaint: 21069486

I am rejecting this response because: Please provide the rule which is making you ask me for my ID. You have the item in your possession and you are refusing to provide a refund. Please provide govt mandated rule requiring and ID or proof of transactions which make you think their is fraudulent activity. I dont want to provide my ID to **********************.

Sincerely,

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

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