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

57,677 total complaints in the last 3 years.
21,773 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: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 placed a $200 order from the company for my upcoming baby shower. I received everything the same day in 3 separate boxes. In one of the boxes there is an item that is to be displayed in a glass case for a baby shower decoration. The glass case arrived broken in several spots. I chat in to Amazon to simply get a replacement nothing else and they refuse to and trying to get my private personal information and holding me hostage with a broken item until its very much seems like a scam. I do not need to provide that personal information for a replacement when I sent them all the pictures they requested of the item being broken. This broken item alone was over $30 not something I should have to eat the cost of and lose my hard earned money. The total cost was about 200 and I had some gift cards so out of my pocket was around 150
Business Response
Date: 12/29/2023
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 "Tenceur 104 Pcs Butterfly Cool Baby Shower Games" that was purchased on our website.

I understand that you received the above mentioned item in damaged state and wish to get a replacement on the same.

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 27, 2023 at 11:32 PM (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":
*****************************************

Kindly submit your identity proof to get your concern addressed.

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/29/2023

Complaint: 21065147

I am rejecting this response because: there is no reason for you to need my private personal information. You are not a loan, Im not asking for money, you are not a home bank etc you have no reason for my driver license, I live in a very small area so therefore barely even use Amazon and now I see why because you all are acting very unprofessional over a broken item that I provided proof of. I will have to dispute the charge with my bank if i have to because Im not paying for a broken item. I have also attached said return/replacement policy from your site.

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.
Order date: Dec 16, 2023.Order number: 111-5901193-8419416.Order total: $27.90 USD.Amazon committed to deliver package by Dec 25, 2023. Dispute: I would like to refund my item as I no longer need it due to the delivery being late.Amazon did not try to resolve the problem at all. They only refused and did not provide any legitimate reasoning. I am very frustrated because it is not something perishable and it is unused. They are taking away my consumer rights to refund an item that I no longer need due to their fault of not delivering as promised. Tracking Number: Waybill SF6310060567529
Business Response
Date: 12/28/2023
Hello ****,

I'm Sahitya 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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed the order and see both items were delivered earlier than expected delivery date provided for shipments.

Order Placed: Saturday, December 16, 2023 at 9:54 PM (PST)

Accutime Kids Pokemon Educational Learning Smart Watch Toy with Interchangeable Straps for Boys, Girls - Estimated Arrival: December 27, 2023
Delivered on: Thursday, December 21, 2023

Hershey's S'mores Caddy - Estimated Arrival: December 29 - Friday, January 5 (as per order confirmation email) | Estimated Delivery Date: Monday, January 1, **** (as mentioned on order)
Delivered on: Tuesday, December 26, 2023

Your confirmed delivery date will be included in your order confirmation email. I request you to please check your inbox for the correspondence.

In this case, we won't be able to process a refund as the item was delivered before the Estimated Delivery Date. However if product is no longer needed, you may return it for refund.

Our ********************* guides you through the process and gives you options for a return mailing label:

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

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 01/11/2024
Hello,
I am writing in dissatisfaction of the response received. As a consumer, this business is not allowing return, refunds and/or exchanges, the item is not final sale. We should be able to return/refund/exchange the item as we wish. Do they wish for me to shop at another platform?
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 returned 2 items back to Amazon on Dec 17th. I was told the refund would be back in my bank account on Dec 27th. I never did receive my refund. Order ID ******************* for the amount of $65.30 and 114-4502551-9037001 for the amount of $16.45. Amazon agents just argue and said it was refunded. I never received it!
Business Response
Date: 12/28/2023
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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed both the orders and see refunds of $65.30 and $16.45 were processed to your **** on Wednesday, December 20, 2023. We sent you a confirmation email on December 20, 2023.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

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

If you don't see the **** refund posted to your account, please contact your issuing bank for further assistance. Your bank can clarify how long it'll take them to post the refund.

If your bank has trouble locating the completed refund, please contact our Billing Specialists so they can investigate why this may be happening. You can email them directly at *****************************************. Please include:

- the order number if available

- the last 2 digits of the payment method

- the amount of the refund

- the date of the transaction

- any other information you find pertinent

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 01/04/2024
I never received the refund from Amazon and they have refused to assist me at all. They just keep saying, you got the refund. I am going to file a dispute with my bank if I do not receive this money back. At this point it is ridiculous. I spend a lot of money with Amazon.
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.
My Amazon account has been locked since 10/29/2023, 3:00 PM. It was then closed only a few days later. To clarify, I purchased and used $180 worth of Amazon gift cards and applied them to my account on 10/28/2023 from my local CVS pharmacy to make an Amazon purchase because I have not yet set up a credit card. I placed my order. Moments later, my account was locked. They asked for gift card receipts but I could not provide any because I never hold onto receipts for purchases from any store. Since that day, Amazon has hardly tried to resolve this issue: their account specialists never contacted me and their phone operators gave contradictory answers. My Amazon account was tied directly to the email ********************** Once my account is restored, I intend to refund my pending order and use my remaining gift card balance to purchase clothing items.
Business Response
Date: 01/25/2024
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2024-01-25 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.
Nov7th,2023 Delivred: Nov13th,2023 Return shipment: Dec 15,2023 Received Shipment; Dec 20, 2023 We received the product after the Closing of the Amazon return window which is 30 days from the date of receiving the products. The Two pc original packaging was damaged. we have filed multiple time safe claims even though your seller support rep. told us that the product was returned after the closing of the return window. However, the Safe team Denied our claim without giving an appropriate answer. We would appreciate it if you resolve this issue.Thanks
Business Response
Date: 12/29/2023
Greeting from Amazon Services,

We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.

Thank you.
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 contacted amazon.com because i had returned 3 items, and then received an email stating a reminder to return the items and that i would be charged for them. I reached out to customer service who apologized for the incorrect email as i did indeed return the items. Once a refund was promised, I asked why my return hadn't been received correctly as it took my time to reach out to customer service and correct the issue. My ticket WAS THEN TRANSFERRED and an agent demanded i upload private information, a valid govt id, in order to continue talking about MY account. My card was then charged for all three items I was told WERE returned. Amazon.com is requesting beyond personal information and will not refund me for the returned items unless I upload my ID. The items were returned! I was charged anyways!!
Business Response
Date: 12/29/2023
Hello Autumn,

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 with return.

Our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

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.

Thank you for your patience and understanding.

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

Regards,

*****************************.
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.
Dear ***/************** account was locked on 7th Dec 2023, may you please help me to unlock? Thank you very much. Best regards, ***
Business Response
Date: 02/02/2024
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Useon the Amazon shopping website.
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.
November 26, 2023Balance withheld-$380.00 November 26, 2023Balance withheld-$500.00 My gift card balance was wrongfully withheld without any explanation. The gift card was loaded always in 500$ values so I don't know which gift card redeemed triggered the withheld, as I have redeemed more than **************** the past 3 months. Amazon needs to inform me which gift card receipt you need. I have attached all the recipets and gift card that I bought in the past 2 months. Amazon needs to manually check carefully each gift card and confirm. I want Amazon to restore the gift card value and restore all the order history that were wrongfully suppressed for the past 6 months.
Customer Answer
Date: 12/28/2023
Hi Regarding compliant ID: ********, I forget to mention the email for my Amaozn account. The email is ************************ could you please add this informaiton to my complaint?
Business Response
Date: 12/29/2023
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 your gift cards.

We have canceled your order and voided your current gift card balance. We have taken these actions because you are attempting to use Amazon Gift Cards that are in violation of our Terms and Conditions. We cannot reissue the gift cards or reimburse you for these funds.

Please note if you purchased your Amazon Gift Card from a retailer, or obtained it from a third party, they also cannot reissue the gift cards or reimburse you for these funds.

Thank you for contacting Amazon.
Regards,
******************************
Customer Answer
Date: 01/04/2024

Complaint: 21064736

I am rejecting this response because: My accounts have faced closures, and there have been instances where my gift cards were withheld, leading to legal escalation and a lawsuit against Amazon. However, after review by an Amazon account specialist, it was confirmed that the gift cards are legitimate, and my accounts have been fully restored.See attachement.
I need to address a serious concern: despite loading more than $6,000 last time in $500 increments, there was an odd amount of $880 withheld, while the rest of the funds were accessible. This discrepancy raises questions, especially considering my prior legal actions regarding similar issues. I've made it clear to the court that any repeated occurrence will result in legal action against Amazon for fraudulent behavior and the unauthorized withholding of legitimately owned property. I genuinely hope to resolve this without further legal recourse and offer you a final opportunity to rectify the situation. It appears that previous responses from Amazon have been generic without delving deeper into my case.
One last chance for Amazon to respond, we will sor this out in court. I will not respond anymore.

Sincerely,

***************
Initial Complaint
Date:12/28/2023
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.
After a first order was delivered to me in appalling condition and I sent it back, I had to place a second order. The second order arrived in as bad if not worse condition than the first order. I REFUSED DELIVERY, and the driver took the order back. I later learnt that the purchase was from a third party seller, but Amazon did not disclose this fact on the listing page. The listing said sold and shipped by Amazon. Then, after I refused it and demanded a refund, I was told the item came from a third party seller. I was NOT happy. I was then told that my refund would be issued today, 27 December 23. It was not issued, and after contacting Amazon customer service for the umpteenth time tonight, I was told not to expect them to process a refund until 06 January 24. That is TOO LONG! I do not have this product. It was NOT delivered into my care. THEY STILL HAVE IT, and I regardless of who was selling it, I do not have it, and my money should not be tied up for WEEKS whilst they "process the return." This is appalling. In addition, I want to mention that Amazon no longer employs the usual high quality customer service people in ***** that it once did. Now, they have customer service representatives in ****** and the *********** that are are very POORLY trained and as thick as planks! Amazon used to be one of the best companies in the world to do business and had the best of the best customer service. Sadly, this is no longer true. Order Number: 114-1221089-0233049
Business Response
Date: 12/29/2023
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'd like to apologize for all the inconvenience you've had.
On checking, I see that a refund for $677.59 is being processed. You'll see the refund on your credit card statement in the next 3-5 business days.

Once processed, you'll also be able to see the refund request here:

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

Further, thank you for feedback on our customer support team, I'm going to forward this to the concerned team so we can provide better customer experience in future.

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

Customer Answer
Date: 12/29/2023

Better Business Bureau:

My refund is finally being processed, so I am going to close the complaint.
Thank you.

Sincerely,

************
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 returned multiple items all at the same time to a whole foods location and 2 of the items are not showing as returned. I called amazon and they told me it was not dropped off and then switched up and stated that it would be marked dropped off in 2 days. I dropped everything off and made sure the employees scanned everything. They are refusing to refund me for items i returned. Order # ***-0702902-0081802
Business Response
Date: 12/29/2023
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 some of the items from the order #***-0702902-0081802.

Upon reviewing, I see that a return has been created on this item on December 25, 2023. Usually it would take up to 15 to 30 days for the returns to be processed and refunds to be issued.

In this case, kindly wait for some more time to receive your refunds.

Once the item is returned to our returns center, your refund would be processed and a refund confirmation email would be sent you to registered email address.

For more details about the refunds timelines. please review the below link:
************************************************************************************

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

Regards,

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

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