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

57,438 total complaints in the last 3 years.
21,645 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:12/24/2023
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 on amazon.com on December 13th 2023 for an ebike. The order number is 112-6293340-4597829. which I paid in full. On the next dat, Amazon.com informed me that the ebike was shipped. A tracking numer AZN2004966. was provided. As of this writting today, Amazon.com still shows that the ebike is on the way with an expected delivery time of December 28th.However, I received a strange email from amazon.com two days ago saying thay the order was cancelled due to unavailibility of the item. When I chatted with amazon.com, the customer service person told me that ********************* could not honor the order because they did not have the bike in stock. That was a surprise as I was planing this ebike as a new year gift. Also, what the agent said was contradictary to the fact that the same ebike is still for sale on amazon.con, only with a higher price.I then talked to a supervisor named ******. He confirmed the issue and offered $100 promo credit for the cancellation. I did not accept as what amazon.com did was something like bait and switch. The price at the order time was $500 lower than the in stock current price and that $100 promo credit could not be jusified.Let alone the fact that amazon.com is still misleading me by showing that my order is to be delivered on December 28th as of today. Somthing is fishy.****** claimed he was the last contact point I was able to reach.
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.

Unfortunately, we are unable to deliver your order. We are sorry for any inconvenience this causes.

When something like this happens, we normally send out a replacement order. In this case, though, a replacement wasn't possible, so we've requested a full refund for your order. You'll see the refund apply to your original payment method within the next few days.

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

To help make up for the inconvenience, we've applied a $10 Amazon.com Gift Card to your account. This amount will be applied to your next eligible order automatically without entering a claim code.

We apologize for the inconvenience and look forward to seeing you again soon.

Regards,

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

Complaint: 21053404

I am rejecting this response because: The response does not mean a fair and sincere resolution. It offers a token $10 compensation, even less than the $100 amount that am Amazon.com customer service person has previously offered. It completely ignores the impact on the customer when a planned new year gift order was suddenly cancelled due to Amazon's error.

Sincerely,

***** Pan
Initial Complaint
Date:12/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item saved accidentally got 2, but seeing as how the item said it was returnable and eligible for a refund I thought nothing of it. The first one I opened and not soon long after discovered that it was broken partially; one of the vibrating bullets did not vibrate. Upon trying to return it the website/app would not let me. I contacted customer service just to be told that the item wasn't eligible for returns despite it clearly saying that it was on the webpage. I told them this and they ignored me and so then I told them that the item was also broken and so they asked for me to show them proof that it was broken so that I could return it after they verified that I was telling the truth. I felt that I didn't have to show them this proof since it said it was eligible for returns and refunds on the web page they continue to ignore me. I submitted my proof and it took them a month to get back to me at this time when I contacted them again they said that it was no longer within the eligible window for returns. I demanded to speak to a supervisor to try and resolve this and they refuse to resolve the problem. I pointed out that item clearly states that it is eligible for returns and refunds on it and they refuse to listen to me or follow their own terms of service. I even raised a point to them that this could bring a lawsuit up against them and they didn't seem to care. I requested to speak to a supervisor and they told me the supervisor was helping me the same thing refused to let me talk to a supervisor and then kept closing the window for customer service dialogue every time I attempted to try and get resolution to this matter.
Business Response
Date: 12/26/2023
Hello,

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

I'm sorry for any inconvenience caused.

I understand the item you received is damaged. Most of the items purchased on our website can be returned for refund within 30 days from the purchase date. I've researched and see the item is not eligible for return. You'll find the following note on the item page.

"Returns. Non-returnable due to product safety reasons"

Here is the item page: ********************************************

Customer feedback like yours is very important in helping us continue to improve our website and services.

Thanks for your understanding.

Regards,
*********************
Customer Answer
Date: 01/21/2024
Originally the item said that it was eligible for returns and refunds when I contacted them they said that it wasn't and refused to give me the ability to return it even though it said it was eligible for returns. They then said that I had to wait for a supervisor to email me to further in regards to the return. When they did finally contact me they said that they needed proof that the item wasn't working if it was going to be returned under that option. I said no I shouldn't have to do that because it says it is eligible for returns and refunds they ignored me so I continued to pursue this matter and sent them pictures of it being broken. They ignored it so I contacted customer service again they said the same thing and then contacted me again saying to submit proof that it was broken and when I did they said it was already too late to be returned to refund as a broken item or anything and sorry tough luck just deal with it. Thankfully I screenshotted it where it said that it was eligible for returns and refunds
Initial Complaint
Date:12/24/2023
Type:Order 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 December 8th I ordered a 2pack of screen protector for a ******* Note 20 on Amazon.com from seller Screen Protector Expert and paid ***** plus tax. The item arrived on the 9th. The instructions included with the item was a piece of paper with black and white images and no written instructions. The images were not clear whatsoever so one of the screen protectors was wasted because of the unclear instructions. I applied the other one and within minutes it started peeling around the edges and it's progressively peeling further every day. The peeling off happens, I smooth it down, it peels off almost immediately after and this continues. I contacted the seller directly, provided pictures, they are refusing to issue a refund or send a replacement. Keep telling me to contact Amazon, I contacted Amazon and they said in order to get a refund I need to send the item back But again I have nothing to send back because one of the items was wasted, the other is dirty and peeling from my screen. So Amazon said send pictures of that to prove you it's not In a returnable state with a handwritten note attached with my name and date. I did as asked and was still refused a refund.
Business Response
Date: 12/27/2023
Hello,

I'******************* 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 the trouble you've had with your damaged item.

I've researched and see the refund of $12.46 was already issued on December 26, 2023. You'll see the refund on your statement within 3-5 business days.

Thanks for your understanding.
Customer Answer
Date: 12/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

**********************************************************
Initial Complaint
Date:12/24/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a breakfast nook from Amazon: Linon ***** Dining Nook with Hidden Storage Spaces Includes Cushion Set and Pillows, Natural ************ Blue The item arrived late and did not include the cushion set and pillows. When I asked them about it they refuse to send the missing parts.My login email for Amazon is ***********************
Business Response
Date: 12/25/2023
Hello,
I'******************* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for any inconvenience caused.

I understand parts were missing from the package. Unfortunately, we will not be able to send the missing parts from our end. However, you may return the item using the return label provided by our agents.

Thanks for your understanding.

Regards,
*********************
Customer Answer
Date: 12/25/2023

Complaint: 21053211

I am rejecting this response because: The item has already been assembled in my home. It is a large item and I paid for the assembly. I cannot disassemble this item and send it back. The item was sold and shipped by Amazon. It is missing the cushions and pillows that were supposed to be included. So, Amazon either needs to send me the missing items or provide a refund for that amount (for the missing cushions and pillows). Otherwise, Amazon will have charged me for items that they never delivered.

Sincerely,

*******************************
Initial Complaint
Date:12/24/2023
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.
Order Details:Product Ordered: *** Forte Green *** Sampler Received Instead: Black *** Sampler Order Number: 111-3050719-2199418 Issue Encountered:The order, intended as a Christmas gift for my mother, was incorrectly fulfilled. Instead of the green tea sampler I ordered, I received a black tea sampler. This error disrupted my holiday plans and caused significant inconvenience.Upon contacting your support team for a resolution, I expected a straightforward process for a refund or replacement. However, instead of providing a solution, I was sent a link requesting my government-issued ID due to alleged suspicious activity on my account. This response is not only irrelevant to my initial complaint but also raises privacy concerns and adds unnecessary complexity to an already frustrating situation.What I Expect:Immediate Correction: I request a prompt replacement of the incorrect item with the correct *** Forte Green *** Sampler.Explanation and Apology: An explanation for why the wrong item was sent and an apology for the inconvenience caused.Clarification on Account Issue: A clear explanation regarding the supposed suspicious activity on my account and why a government-issued ID is required.Assurance of Privacy and ******************* that my personal information is secure and will not be misused.Compensation: Considering the inconvenience and the potential disruption of my holiday plans, I believe compensation in some form would be appropriate.As a Prime member, I expect a higher standard of service. This experience has been disappointing and has shaken my confidence in Amazon's ability to fulfill orders accurately and handle customer issues effectively.I hope for a prompt and satisfactory resolution to this matter. Your immediate attention to these issues is crucial.Thank you for your time and understanding.
Business Response
Date: 12/25/2023
Hello,

I'******************* 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 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.
Regards,
*********************
Initial Complaint
Date:12/24/2023
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 an Apple Watch 8 41mm */M on Amazon for a total of $237.89 and got $10 off promo when paid by my credit card reward points on 10/19/2023, paid $140.24 by my Amazon balance credits and paid $87.64 by credit card. Order #: 114-4098922-8229847 Returned Tracking #: 1Z842A8Y2644622626 I opened the package on 12/10/2023 and realized the watch didn't include the band of size M, only received the * size. *o I asked and confirmed with Amazon on its chat associate if I could do a replacement. They agreed and gave me a return exception since my return window was closed, but then said the product was out of stock so my only option was to return it. I even asked if I could wait till it was back but they said no. *o, I agreed and returned it in its original package. After I returned the watch but never received the refund, I followed up on the status multiple times with them, they kept changing their words. 1st said refund would take 3-5 days, 2nd said 30 days, 3rd said within 7 days. Then finally, one day after the 3rd attempt I got an email from them. They confirmed and received my return, but they told me they would NOT refund me or send me back my item! I was so frustrated because they agreed on the return and asked me to use the return option but once they received they notified me they denied my refund. That does not make any sense at all, I could accept they denied a refund but they should have sent me back the item that I paid for. Then I tried to communicate with them using 3-4 times email, chatting, cha, and 1 phone call. None of them work, they insist they would not refund me and would not be able to comment further on the issue. They even asked why I returned after they already denied my refund.I have no other choices because I didn't pay the whole amount by credit card but a partial through my Amazon account balance. I just claimed a dispute with my card company but they told me I could only dispute $87.64 not the whole amount of $227.89.
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 refund on Order ID: *******************

We just issued a refund of $227.89 and it will processed to respective original payment methods in 1-5 business days, request you to wait till then.

I hope this information helps.

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

Regards,

*****************************.
Initial Complaint
Date:12/24/2023
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 the email I received Hello,We noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request. You will receive second email with instructions on how to share this information with Amazon.Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, 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.Best regards,The issue here is they let me purchase and do everything and have refunded other returns made as of the last week but they are asking for ID on a specific return. Mind you Im able to do everything and my account is not limited in any way so there is something ODD about them making me verify my ID and withholding my refund AFTER I shipped the item back via ****
Business Response
Date: 12/25/2023
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 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.

Regards,
*********************
Customer Answer
Date: 12/25/2023

Complaint: 21053142

I am rejecting this response because: Amazon is allowing me to purchase multiple items, adding up to more than the disputed $99.
The principle of having standards and policies with keeping the accounts secure is not very valid considering Im still able to purchase multiple items. This of course doesnt require ID verification, this should not forfeit or even be used to Consider my refund request when the item already reached the warehouse!
The return has been completed and I will not put myself through verifying myself by sending a passport or ID. This practice does not seem like a very healthy way of requesting ID especially when it is mentioned in a way of withholding a refund for an item that is already returned.
Respectfully I will pursue this until it is resolved, the bank is not yet involved in this dispute.

Sincerely,

*******************
Initial Complaint
Date:12/24/2023
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 April 24, 2023, a mobility scooter was purchased from Amazon (Order# ***-6518768-6153010) for me (*************************) by *********************** using her Affirm account. As of December 24th, 2023, I still have not received the scooter and no longer want this scooter! *********************** filed a complaint with BBB against Amazon earlier this year (#********) and was informed to check with the gift recipient as refund is added to their account. This is not true; I have never received a refund of $ ******** from Amazon. Looks like Amazon applied the refund to wrong person's account and need correct their mistake. I am requesting a refund check of ******** be mailed to ***********************, *******************************************************, as the Affirm loan has been paid off.
Business Response
Date: 12/26/2023
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.

As mentioned, the refund is already processed to gift card on Monday, May 15, 2023 with full refund of $1164.94 to the gift recipient account .

I've rechecked and confirmed that as per our records the refund is processed from our end and I request you to check the gift recipient account.

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

Regards,

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

Complaint: 21053114

I am rejecting this response because: ************************* nor *********************** accounts have received a gift recipient of $1164.94.
If the gift recipient name is not ************************* or ***********************...you issued the refund to the wrong person!

Sincerely,

*************************
Customer Answer
Date: 01/05/2024
Amazon did not issue a refund to ************************* or *********************** as we are the only 2 people involved in this purchase.
Can you ask Amazon, who did they issue the refund to and why?
Initial Complaint
Date:12/24/2023
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.
Ordered a drum set and due to their delivery driver not doing their job I have to wait 3-5 business days to get my money back. It didn't take them 3-5 days to take my money. If I didn't get my drums etc why do I have to wait for a refund. And amazon continues to get away with holding money. I told the gentleman that works for customer service that I don't want to wait for my money and this is a constant issue. Never get my packages and constantly waiting for them to decide when I deserve my refund. Seems fraudulent to me. It isnt right!!!
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 Order ID: *******************

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.

Refund for the mentioned order would be processed by Saturday, December 30, *********************************************************** 3-5 business days, request you to wait till then.

Thank you for being a valuable customer.

Regards,

*****************************.
Initial Complaint
Date:12/24/2023
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.
Dec.21,2023 I purchased a CozyLuz bed in am bag comforter set for $45.99 to be delivered Dec.24 with Amazon prime which I pay for. There was also another item in the order. Well about 4:00 p.m on 12/24 I get the notification that the other item was delivered but the comforter set is delayed until 12/27. Well how does that help me for Christmas? I contact Amazon and was told as a paying PRIME customer basically oh well wait for it then return it cause theres nothing they can do!! The level of inconvenience to paying customers for shopping with Amazon was astounding. So at 5:30 on Christmas Eve Amazon said figure it out and no refund until you return the item on 12/27.. Amazon has my money, the gift, and I have to find a return location if I do get the package and use my time and gas to return it. Now thats PRIME shopping in 2023!
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'd like to apologize for the inconvenience you've had.
I've now requested that the item be returned back to Amazon and have refunded you for the "CozyLux Twin Comforter Set" in the amount of $49.67 to the payment method used on the order which is both gift card and credit. The refund to gift card would be added to you account with in 24 hrs, however the amount refunded to credit would take 3-5 business days to show on your card statement.
Once processed, you'll also be able to see the refund request here:
***********************************************************************************
I hope this helps. Please feel free to contact us directly by replying to bbb@amazoncom, if we can be of further assistance.

Regards,
*******
Amazon.com
*****************************

Customer Answer
Date: 12/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This was what they refused to do initially and why I had to come here in the first place. I would also mention there were 2 items in the order so why the gift card is applied to the returned item instead of the item that they actually delivered is weird.

Sincerely,

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

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