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

58,127 total complaints in the last 3 years.
21,789 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:12/26/2023
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.
Good morning and happy holidays to you. I purchased a 13 x 4 deep wave curly wig on December 17 and I received it on the 21st and I put it on that time because I was going out of the country and noticed that this hair has been shedding a lot and big clumps of hairs been coming out. I did reach out to Amazon yesterday and basically theyre telling me in order to get a full refund. I have to return the item but unfortunately due to the fact, Im out of the country it would be very expensive for me to try to return it back to them. I have tried to see if I can reach out to the seller and has been unsuccessful in doing so I am trying to file a complaint through you guys in order for something to be done
Customer Answer
Date: 12/27/2023
112-1304729-4893854 is the order number. The item attached to this is 13x4 deep wave lace front wig.
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.

I reviewed your complaint and apologies for the inconvenience you have experienced with Order ID: *******************

A refund of $59.65 is processed and it will reflect in your original payment method in 3-5 business days.

Thank you for your patience and understanding.

Regards,

*****************************.
Initial Complaint
Date:12/26/2023
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 held onto my return from a purchase made in May, return was made on June 25th, 2023. I was left without any information for at least 2 months I contacted Amazon and the representative said my item was destroyed and that i wouldn't receive any refund then immediately ended the Chat. Amazon then asked for ID verification and will not assist me with my return unless ID is submitted
Business Response
Date: 12/26/2023
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 refund on order#***-0395172-7685030

Here in this case, thank you for submitting your ID information. To continue processing your refund or replacement request, you can contact our **************** team after 3 business days of receiving this message.

To do so, go to "Amazon ****************": *****************************************

Thank you for your patience and understanding.

Regards,

*****************************.
Initial Complaint
Date:12/26/2023
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 r I returned an HD laptop. I purchased online on December 7th. The return was made at an Amazon fresh location. The original box was never opened and returned in brand new conditions as it was never touched. I spoke with an Amazon associate last week who assured me I should receive a refund within seven days as the item was received by Amazon, I called in this morning and spoke with an Amazon associate who was rude with me and did not even place me on hold just put me on hold and elevator music was playing and then I was transferred to a supervisor who confirmed in fact that the item was received by your center, however, that I would not receive my money, or the return would not be processed until minimum January 1. This is ridiculous being the I spoke with somebody and have an email confirmation stating I would receive my money back within seven days. This is very very unprofessional and I dislike that the calls are transferred out of the country, and when I communicated with the associate and asked to speak with somebody within the country, he stated there was nobody else to speak with, and he was the highest level supervisor and customer service, and there is nobody else to transfer it to the person I spoke to his name was *** he refused to give me a number for corporate or his operator ID. This is very unprofessional, and I am very unhappy with the service Ive received. I need this remedied as soon as possible soon as.
Business Response
Date: 12/27/2023
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: *******************

Return for this product will be processed and refund will be issued by Monday, January 1, ****, request you to wait till then.

Thank you for your patience and understanding.

Regards,

*****************************.
Customer Answer
Date: 12/29/2023

Complaint: 21055933

I am rejecting this response because: I received this in my Amazon account. It shows that this is not accurate. So you stated u should receive the return by Jan 1st. Why does my account state something different. Is that in retaliation of this complaint?

Sincerely,

************************* and *********************
Business Response
Date: 01/04/2024
Hello,

Thank you for writing back to us.

A refund of $331.41 is issued to your original payment method and it will reflect in 3-5 business days on your account.

I hope this information helps.

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

Regards,
******************************
Initial Complaint
Date:12/26/2023
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.
Hi,I got an email from amazon to verify the ownership of my credit card ending with ****. This is the new credit card, so I don't have the first statement. Then I upload the credit card photo and recent transactions according to the sample documents. But my account is still closed because you cannot verify. I have no idea why the account is closed even I follow the instructions.so they should reopen my account, otherwise they should reimburse my amazon gift card and the annual prime fee.thanks
Business Response
Date: 01/09/2024
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've reviewed your email regarding your account being closed, I see that our account change team has already re-opened the account and the account is currently active with the your gift card balance and prime membership.

I hope this confirmation helps! Have a great week ahead!
Regards,
****************
Initial Complaint
Date:12/26/2023
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 still has not refunded my money that is owed back to me. I sent my items back 2 weeks ago. Amazon said they will not refund my money without a copy of ID. I uploaded a copy of my ID promptly. Every time I call them to check on the status of my refund, I am told "please keep waiting" and this is $395 worth of items! I refuse to keep waiting for my money to be refunded when I returned everything over 2 weeks ago. No one has been helpful at Amazon or given any further details. Why did I even upload my ID if they were not going to refund my money?
Customer Answer
Date: 12/26/2023
The order number is 113-8043207-7720267 However there are multiple items in the return that have not been refunded that are from other orders.
Business Response
Date: 12/27/2023
Hello Keri,

I'm Aqeeb 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.

Thank you for reaching out to us.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 30 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.
If you don't hear from our ************** by January 12, ****, please write back so we can find out what happened.

Our specialist team has shared the same information through E-Mail on Tuesday, December 26, 2023 at 7:28 AM (PST)

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 12/27/2023

Complaint: 21055618

I am rejecting this response because you already have my package!! I returned it over 2 weeks ago!! But you still have not refunded my money! There is no reason to withhold $394 from me for items I returned over two weeks ago. Please refund my money NOW.

Sincerely,

*******************
Initial Complaint
Date:12/26/2023
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 an order with Amazon 1 on 12/18/2023. One of the items in order was a power drill, that for some reason Amazon decided that required a security password to deliver. At approximately 6pm on 12/19/2023 I received a call that I was not able to immediately pick up because I was in the middle of cooking. at 6:05 pm I received a text prompt from Amazon requesting the 6 digit password and said the texting session would expire in 5 minutes. When I tried responding with the password, 1 minute later, I received an automated response saying the package was not delivered because texting session expired. I tried going outside to find the driver, but the truck was already gone. I tried contact Amazon customer service about the issue later that night, I was given numerous assurances that the item would be delivered the following day, despite me telling them that I was working a 12 hour shift in clinic the next day and there would be an even higher chance I would be available to pick up the phone when the driver would attempt delivery. I was told the driver would text me and again guaranteed the item would be delivered.The next day, the while I was with a patient, the phone rang, and I was unable to answer. Tracking showed it was a failed delivery and would be attempted again the following day. I did not receive any text communication from the driver. I contacted customer service again about the failures with the latest attempt. I later received a call from Mileak from my location Amazon delivery station. I would told that a 2nd delivery attempt would be made that day, and was told I would be contacted after 8pm, when I would be out of work. By 8:30 I had not heard anything and contacted customer service about the delivery. I was told an attempt was made at 8:19 pm. I was not contacted by the driver in any form.On 10/21/2023, I was contacted by the driver and waited 10 minutes, outside in the cold on the phone, while the driver searched for the package in the truck.
Business Response
Date: 12/26/2023
Hello Tomaz,

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

I've reviewed your complaint, unfortunately I'm unable to locate the order number you are referring to.

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

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

We look forward to seeing you again soon.

Regards,

*****************************.
Customer Answer
Date: 12/27/2023
Hello *********,

My issue was regarding Order # ***-3520214-7997802 The account is under my partner's name, ************************************

Best Regards,
Tomaz
Business Response
Date: 12/28/2023
Hello *****,

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

I know this has been a disappointing experience for you, therefore, I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future .

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 01/05/2024

Complaint: 21055574

I am rejecting this response because it is not providing any meaningful resolution to my issues, not providing any details on the steps that will be taken to prevent a repeat of this issue, and there was no offer for any form of recompense for the issue.

Sincerely,

*************************
Initial Complaint
Date:12/26/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nov 24 , 2023 order #***-5354164-3050601. I never received my package called Amazon to get a refund. They composited me the price difference between Black Friday price and the new price I paid for the new items. Was supposed to get a refund back for the price I paid originally never got refund. Call again today and Amazon will not refund me the original amount I paid on items but what price they what to refund me with. I paid ***** +tax for one item and they only want to refund me ***** and no tax. Several items they do not want to refund me back tax money I paid on them.
Business Response
Date: 12/26/2023
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 refund on order#***-5354164-3050601

I just issued a refund of $11 to your original payment method and it will reflect on your account in 3-5 business days.

I hope this helps.

Thank you for being a valuable customer.

Regards,

*****************************.
Customer Answer
Date: 12/27/2023
My complaint is resolved.
Initial Complaint
Date:12/26/2023
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 has removed by capability from leaving product reviews on its website. This is very frustating since it's important to me as a consumer of its products, and I want to make sure other consumers can learn from my experience purchasing products on Amazon.
Business Response
Date: 12/27/2023
Hello Gene,

Amazon has noticed some unusual activity on reviews submitted by this account. As a result, one or more reviews were removed. If a review is removed because it does not comply with Amazon's Community Guidelines, the account that contributed the review cannot submit any new reviews for the same product.

Why am I receiving this message?
Customer reviews are meant to provide unbiased product feedback to help customers make informed purchase decisions. Any reviews that could be viewed as advertising, promotional, or biased will not be posted.

What does "unusual activity" mean?
This account's ability to contribute *** have been removed for one or more of the following reasons:

-- Reviews were posted in exchange for compensation, such as gift cards to purchase the product, product refunds, review swaps, or free or discounted products.

To learn more about this policy, please see our Community ******************** Guidelines (*****************************************************************************).

To contact us about this decision, please email ***************************************.

Amazon Review Moderation team
Customer Answer
Date: 12/27/2023

Complaint: 21055372

I am rejecting this response because I reviewed and confirmed that I am in full compliance with Amazon's Community Guidelines, and that I have not violated any terms of such Amazon policies. In addition, I further hereby attest and commit to be in full policy compliance going forward. As a result, I seek reinstatement of my review posting priviledges.

Sincerely,

*************************
Initial Complaint
Date:12/26/2023
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.
Issues at hand:(1) Purchased 5 items on Nov 11, 2023 (as Christmas gifts)(2) Amount paid $121.34 for all items taxes included. (3) Initiated return Nov 15, 2023, and returned to Amazon store the same date the items arrived: 2 boxes of Charm Bracelets (BDBKYWY both charm bracelets with the same code). (4) Confirmation returned receipt issued by Amazon Nov 16, 2023 for both Charm bracelets. (5) Charm Bracelets boxes cost with taxes: $14.08 each ($14.08 x 2=$28.16) including taxes charged and after items discount. (6) Initiated return Nov 16, 2023, and returned to Amazon store the same date the item arrived: Cohemy Creative Spin Music Box Ballerina Jewelry Box.(7) Confirmation returned receipt issued by Amazon Nov 16, 2023 for the Cohemy Music Box.Cohemy Music Box returned (8) Dec 6, 2023 Amazon issued a credit for the Cohemy Music Box in the amount of $38.15, which is correct. (9) Dec Dec 7, 2023, Amazon issued a credit for 1 Charm Bracelet Box , that was incorrect for $10.01. (10) I reach out to Amazon numerous times, and their answers are absolutely of the charts and I want my money back and my AMEX ending **** credited for the correct amount on the two Charm Bracelets boxes with all taxes included. (11) Amount due: $14.08 + $4.07=$18.15.(12) I also cancelled on this same transaction another Cohemy Musical Box that never arrived and Amazon is claiming that I was not charged. However, I want to be extremely cautious with this item also since it is hard to track this transaction and there is no transparency as to what is being charged after the facts. The second Cohemy musical box was in the amount of $38.15. All amounts included herein includes taxes charged and actual cost of the items. However, it has being a nightmare and writing back and forth to Amazon without any resolution fro months now. The customer ******************** is the worst and I have no option but to report this and trying to get my money back since all other efforts have been ignored.
Business Response
Date: 12/26/2023
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 charges and refunds on order#***-2627546-2968259

After careful review, i found out that you were charged $86 for the four products delivered to you and not charged for the "Charm Bracelet Making Kit" which is cancelled from this order.

Also after coupon discount, you were charged $10.01 for each "Charm Bracelet Making Kit" and refund is processed for both the products returned.

I hope this information helps.

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

Regards,

*****************************.
Customer Answer
Date: 12/27/2023

Complaint: 21055325

I am rejecting this response because:
My response to the Amazon's email is showed below:
First and foremost, your accounting still wrong I was charged after the fact for the 4 items delivered to me between the dates Nov 15-Nov 16, 2023 $86.37, in which I returned 3 of these items (damages and wrong advertisement) as stated on my initial complain. Then thereafter, I patiently waiting for the 5th item that never arrived. So, I requested a cancelation that was later accepted. So, I completely understand that I didn't get charged for the 5th items that was also a Cohemy Musical box. However, I was charged to my AMEX ending **** the total amount of $86.37 and not $86.00 as it is stated on their response. It is reckless to omit the factual information, and this is why, I am holding them accountable for transparency.
Customer ******************** is very reckless about reviewing transactions and not admitting or stating the facts. This is how big businesses get richer out of consumers who would not fightback for transparency and facts. I have wasted my time and energy on a subject and trying to get a refund that it is clearly missed by Amazon. The mere fact that on their response they are stating that I was not charged but for only 1 Charm Bracelet, it is a flat out lie and moreover, that I was ONLY charged $86 that is also a lie. So, what I want is someone who is intelligent enough and knows how to do math to issue my refund for the 2nd Charm Bracelet item that I returned and paid for it. This shouldn't be too difficult to do. So, I am not satisfied with their response since it is absolutely is self-serving on denying the facts. Even if they owed a customer $1, they need to be honest, responsible, and transparent and stop send irresponsible responses to free themselves of responsibility.
Indisputable facts not correctly stated on the response received from Amazon:
(1) I was charged for two Charm Bracelets items (items returned and confirmed returned by Amazon), and not for 1 Charm Bracelet item as you claimed on your BBB response.
(2) The amount charged after the fact, for delivering 4 items (4 items received and 3 returned items confirmed) was $86.37.
(3) I received a refund for the Cohemy Musical Box in the amount of $38.15 (including taxes)
(4) I received a refund for 1 Charm Bracelet in the amount $10.01.
(5) Missing the refund for the 2nd Charm Bracelet that still pending for a refund.
Its absolutely irresponsible to tell a customer that she was not charge for an item, when in fact I was charged for all received and returned items and shown on my credit card statement. Moreover, your response omits to stated the correct amount charged after not receiving all items purchased Nov 11, 2023. Amazon needs to do a better job and show transparency with all transactions and be cautious about their responses. If I wouldnt have initiated this complain via BBB, I would have never received any of the refunds due. Refunds that are now way overdue due to the lack of transparency, honesty and understanding of the billing and taxes charged. Their response is not satisfactory and we are dealing with incompetent people and wrong math. All I want is my money back and to stop delaying the issuance of the refund due for the 1 Charm Bracelet that was returned and confirmed returned to Amazon. I would not accept nothing but a full apology and full and expeditious action with the refund.

Im still owe for one Charm Bracelet that was rightfully charged, but until now not refunded.
Your apologies falls short of being a true apology and lacks transparency. Amazon should be ashamed of their lack of not having integrity and transparency.
Im expecting my refund for the missing Charm Bracelet that still pending for a full refund.
Ill appreciated Amazon to carefully draft a response that is factual and not a programatic and erroneous response and the expedited refund correcting the submitted response and date of expected refund.
This experience has been the most stressful and disgusting Ive ever envisioned dealing with Amazon. So, all other consumers, be very cautious about returning merchandise and follow-up with Amazon on return and refunds since their customer service people are absolutely clueless. This complaint should be made public since that seems to be a pattern with Amazon. I purchased most of my Christmas and household good via Amazon, but after this experience, I am rethinking my future purchases. Please resubmit your response stating the facts.

Sincerely,
******** Rothwell

Customer Answer
Date: 01/02/2024
Dear BBB Staff,
Just wanted to updated you that my complain was satisfactorily fulfilled by Amazon and refund received. Thank you for all your help and assistance since this business is often not held accountable for the errors, misinformation, delays, and merchandise that is often misrepresented by the retailers to the customers. Furthermore, Amazon doesn't truly verify that their retailers are providing the customers legitimate products and when customers expressed this type of concerns, Amazon has an obligation to investigate that the quality of the merchandise is not overstated or counterfeit or same as buying it directly from the retailers. Thank oyu to all and Happy New Year!
Initial Complaint
Date:12/26/2023
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 a ring charging station over a month ago and they wont give me my refund back from this order 114-6396811-3631407
Business Response
Date: 12/27/2023
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 complaint and I see that you've contacted as you haven't received refund for the "Ring Charging Station for Quick Release Battery Packs."
I've reviewed the details and see that our team has already sent the correspondence on the issue. Please note that we are not able to take additional actions, including overriding their decisions for next steps. Hence, as requested by the team please wait till December 28, 2023 for refund. If no update, you can contact customer support on December 29, 2023 for refund.
Thank you for your patience and understanding and hope to seeing you soon.
Regards,
*******
Amazon.com
*****************************

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