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

58,766 total complaints in the last 3 years.
22,129 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.
I bought 2 electric bikes ( ********************** Balance Dirt ***** ******************** Bike) off Amazon for my kids. After my husband put one together neither of them seem interested in it so we decided to return the other one that was still unopened and in the box. I returned the bike on November 30th, they received the item and now will not refund me my money even after returning and receiving the item. I have bought MANY items on Amazon and returned many items, never having an issue before. I have called Amazon twice about the issue and they keep giving me the run around, transferring me from representative to representative never getting the issue resolved. I am very frustrated with the issue!! I have also looked other peoples experiences with higher ticket items (bikes were $459 each plus tax) and they make it very difficult to get a refund. Its wrong! They have the item and my money!!
Business Response
Date: 12/30/2023
Hello,

I'******************* 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've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that 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 submitted, our team will review and get back to you with an update on refund for the mentioned order.
I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

Thanks for your understanding.
Customer Answer
Date: 01/03/2024

Complaint: 21067088

I am rejecting this response because:

I do not feel comfortable submitting my ID for an item that Amazon has as well as my money. I have bought items of larger value and have never had to submit my IDespecially after Ive returned it. It is unacceptable at Amazon is giving me the run around in hopes I forget about it and they now have the product and my money.

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.
My husband and I created our registry through amazon.com and a part of the registry perks is a 20% off coupon after the date of your wedding. In the email that gets sent out to you a week after your wedding it shares the coupon code and shares that you need to enter it manually into your cart on Amazon. When you click onto the terms and conditions of the coupon code it states that the code gets automatically applied to your cart which are two opposing statements. I am trying to use the coupon code, but just came to find out that it was automatically applied to a previous order that I placed.
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 in redeeming the discount

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: 12/31/2023

Complaint: 21067048

I am rejecting this response because this does not solve the issue at hand. I message Amazon back sharing that when i called into customer service they were not able to locate the order that they claim the coupon was used for. I am really hoping Amazon will reissue the 20% off coupon that we can just use since there is no record of use of the other one.

Sincerely,

*******************
Customer Answer
Date: 01/05/2024
The Amazon system says that the coupon was applied to an order but myself and those at Amazon cannot find the specific order that it was used on
Business Response
Date: 01/10/2024
Hello *****,

I'm Pratap 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 am sorry to hear that you couldn't locate the order ID on which the coupon/discount has been applied.

In this case, as mentioned earlier, since we cannot access the details related to the order, we wouldn't be able to do any research or take any further action on the same.

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.

Thank you for your patience and understanding.

Regards,
Pratap
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 bought a try-before-you-buy item from amazon on November 22 (#***-6733733-8705832). It didn't fit so I returned it and tracking shows item recevied on December 14 (1ZR9Y4170398169841) but I got charged for the item today. I contacted Amazon customer service and they said there's nothing they can do about it. Amazon customer service quality has gone downhill since they outsourced it. Bottom line, they got the both item and my money and refused to refund it.
Business Response
Date: 01/11/2024
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I see that you are referring to the order #***-6733733-8705832 regarding refund for the item on order try before you buy.

I'm sorry for the delay in getting the refund processed. Considering the item returned I've issued full refund to your original payment method.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
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 purchased a lego set on Amazon form a merchant called MC Commerce. The lego set totaled up to $159. When it arrived, the box was damaged and the legos were floating freely inside the box. It was MUCH smaller than expected and not worth the money- so I sent it back. I purchased on Dec. 6th and it was delivered on Dec. 10th. I returned at the local *** on Dec. 15th. The order # is 113-2909440-755457. The seller (MC Commerce) tried to only refund me $75 which I denied and then they started sending harrassing messages so I left negative feedback and then they tried to only refund me $29. I still have not been refunded and feel that I was scammed. It says on Amazon that a refund has been issued but I confirmed with my bank that it has not.
Business Response
Date: 01/03/2024
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 the ***** Architecture' purchased on our website.

I understand that you returned the item but haven't received refund on the same from the seller

Upon reviewing, I see that the seller had not responded after the last correspondence.

To help you with this, I've submitted an A-to-z Guarantee request on your behalf. Processing should complete within one week of the date the request was submitted.

If approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase. You can see the most current status of your request at the following link: *************************************************************************************.

Information about A-to-z Guarantee requests, including processing times, can be found here: ***************************************************

For more details and queries, kindly contact our customer support team.

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
*****************************
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.
Date of purchase 9/8/23 Dollar amount $1449.49 Description of purchase, DJi Air 3 Fly Combo I purchased the above product, the product did not work when I received, I returned product to Amazon after return was completed I realized they refunded me for a different product. I immediately called Amazon to let them know I printed off the incorrect return label. Amazon responded that it is in their system and they are working on it and it could take multiple weeks. Since then I have called repeatedly with no response as to what will happen with this claim. I called today 12/28/23 which they responded that nothing is in their system in regards to the above dispute. I understand I printed off the wrong return label for a far less inexpensive product but how is it that Amazon did not realize it was not a $28 dollar part but a $1448.00 dollar drone.
Business Response
Date: 01/03/2024
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.

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: 01/08/2024

Complaint: 21066882

I am rejecting this response because: I called Amazon again for the 6th time and they are still unaware of my issue.

Sincerely,

*********************
Customer Answer
Date: 01/10/2024
I have included the invoice for the drone I purchased from Amazon, I have also included the return label which was shipped back to Amazon.

I have not received the return for this item.
Amazon told me in the first 5 communications to wait and it will be delt with now they are saying its been to long and they have no idea what I am talking about.
Business Response
Date: 02/03/2024
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 the return of the items from your account.

I understand that you returned 'DJI Air 3 Fly More Combo with DJI RC-N2 Remote Controller, Drone' using a returns label that was created on a different item and are looking for refund on the actually returned item.

Upon reviewing, I see that the returns center didn't process Drone as received as per the returns data and since it's more than a month that the item has reached the returns center, we can no longer track the item from the returns.

In this case, kindly contact the carrier to know more details and for further assistance.

I also see that you have Asurion protection plan on the Drone order. You can as well contact them to check if they can assist you with this issue.

You can contact Asurion on:
Customer Service Phone: ************

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:
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.
12/11/23.$136.85.Foam mattress.I wish to return item that is still in box because upon opening 12/21/23 on my arrival to my new home I saw that the mattress was flat and I wouldn't be able to sleep on it that night; I needed an immediate mattress. Plus it was really heavy to try to get out of the box by myself and I had no one to help me so I decided to leave it in the box and contact the customer service for return. They said they will not process the return unless I give them my id due to "suspicious activity". I don't know why they need my ID but my ID does not show my current new address so if they're fearing suspicious activity my ID might only exasperate that.I don't think it's a valid point they are making because they have allowed other recent items of same price (a bed quilt) to be returned from this new address without being required to show my ID.Please have them agree to have the *** come pick up this box or I will bring it to whatever shipper they request. I do request that return shipping be free because the item was not as expected.
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 the 'Full Mattress 6 inch Gel Memory Foam Mattress' purchased on our website.

Upon reviewing, I see that you've submitted your identity proofs as requested and are looking for refund on the above order. Thank you for uploading your ID.

I see that our team is still investigating/reviewing your submission. It can take up to 3 business day for us to finish our investigation.

Please contact us again after 3 days after submission. After that date, we'll be able to share the outcome of the investigation and if we need to take additional actions.

In case you have any further queries, kindly revert back to the email sent to you on January 1, **** at 12:13 AM (PST).

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/11/2024
Luckily after filing this BBB complaint and NOT sending Amazon my photo ID they emailed me with a return code and i brought box to *** store and got my refund a few days later.
Sad to see Amazon's response stating they received my ID.
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 closed in error. i have done nothing wrong and have been a loyal customer for many years they did not provide a reason for the deactivation. i had a $3400 amazon gift card balance on there that i have gotten from giveaways,friends,birthdays and they have took it from me as they have deactivated my account i believe that this was a error and they should remove the ban.
Business Response
Date: 02/09/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use ********************** Services, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 2/8/2024.
Sincerely,
Shiv
Amazon.com
Customer Answer
Date: 02/09/2024

Complaint: 21066694

I am rejecting this response because:
My account was ****** deactivated for no reason and you did not show a reason why it was deactivated so it is unfair I believe my account was closed in a error i think i should be unbanned
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 made a purchase from them on the 17th it was suppose to be delivered by the 22nd on the 28th it still hasnt been delivered and I called in ordered to get a refund. I was transferred over 20x hung up on 5x and on the phone with them over a hour still to not have received my item or refund. **************** here is very poor and very disrespectful. I want my money
Business Response
Date: 01/29/2024
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/30/2024 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.
On December 10th my **** ending in **** was charged $157.42 (I cannot see how much one pair cost) for 2 pairs of boots the transaction/ Order #***-4046443-3393014 one pair I kept and the other I returned.They have removed the order and I can not get a refund for it, now they have locked me out of returning or refunding it, I have chatted several times my account, they are asking for my state ID and a utility bill to unlock the transaction. Also they have also charged me multiple times saying I have not returned 6 items around the cost of $121
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've researched and see the account was already reinstated. I can confirm that the item was never returned. You'll receive a refund once the return is processed.

Also, please confirm the order number for which you've been charged so that I can look into this further.

Thanks for your understanding.
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 returned an item on 12/19/23. The tracking shows delivered to them 1Z4436412600996528 Delivered On Thursday, December 21 at 7:00 P.M.I initiated an online chat and was told to wait because it was not received. That is a lie.
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'm sorry for any inconvenience caused with our return refund process on the item returned from the order #***-3488399-2360258.

I've reviewed the details of the order and see that the item was refunded successfully on December 28, 2023 after the return has been processed at our returns center.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

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

Further, for your reference, once the carrier has received your package, it can take up to 30 days for us to 'receive and process' your return.

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

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

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