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

57,516 total complaints in the last 3 years.
21,689 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: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,

*****************************
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.
Order placed with Amazon Prime delivery and not received. **************** promised it would be delivered yesterday 12/23/2023 and today when I reached out to them they told me I might not receive it at all. They issued a refund after it was too late for me to fix the situation myself.
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'm sorry to know about the delay with deliver of Order#***-3554832-8437806.
On reviewing the order, I see that it was lost in transit hence you were refunded you should see the refund in your statement in 3-5 business days. I understand that you'd like it replaced, but as its already refunded we cannot replace. Hence, I suggest that you please reorder the items.
Further, I'm going to forward about your experience of the delivery to the concerned team. We will work on fixing these issues in future.
We appreciate your understanding and hope to seeing you soon.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 12/26/2023

Complaint: 21053041

I am rejecting this response because:
I was lied to and told I would receive this and didnt. I would have had time to fix this myself. Your company lost my package and the best you can do is give me a refund that I wont receive for a week.
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.
Hello. On December 7, 2023, I was REcharged $43.49 on my **** for a return I had already dropped off at Kolh on October 18ish, 2023. **** ****1024-$43.49 Order #***-5217641-3735409 I have contacted Amazon. I have filled out all their requirement such as providing my ID and everything. But they have been telling me to wait and wait. First wait 3 days, then wait 7 days, then wait 14 days. The Amazon rep, reason because of a ****** on their part. I just want my refund because I dropped both HDMI at my local Kolh.
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 see that you've contacted as you were charged for an item already returned from Order ending with #****. I apologize for the inconvenience caused.
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. Ive pasted their response below for your convenience:
------------
Hello,
We apologize that you have been charged for a return for order #***-5217641-373****. We're happy to assist you further.

Please reply to this email with your responses to the following questions in English or French. You must reply from the email address associated with the Amazon account that you used to place this order.

Youre able send your responses directly in an email or through an attachment such as a PDF or JPG file.

To be considered for review, the Incident Report has to be submitted on or before this date: Wed Jan 24 **** . Send one set of responses for each package containing an item that you returned to Amazon but haven't yet received a refund. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Date return item was shipped. (MM/DD/YYYY):_______________

4. How did you ship back your return? ( For example: **** mailed with ***** or ************ etc. ):_______________.

5. Description of the item returned (item name, color, size, quantity, etc.):_______________.

6. Have you experienced prior issues with returning items to Amazon?_______________

Thank you for your cooperation.

We'd appreciate your feedback. Please use the buttons below to vote about your experience today.
----------------
Hence, I request that you please submit the Incident Report on or before this date: Jan 24 ****. Once the report is submitted it would take 1-2 business days for the team to provide an update, so for an update contact after 2 business days of submission of report. At that point, you can contact us to learn the outcome of the investigation.
We appreciate your patience and understanding and looking forward to hearing from you.
Regards,
*******
Amazon.com
*****************************
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.
Hi,I received several things today. Unfortunately the book wasn't packaged properly. It was a losse book and bent and warped. I called and I can't get a replacement. I don't have a printer and car. So I have to take an uber to a ****** or *** to mail it back for a refund. If I wanted it picked up, I would have to pay. That's ridiculous. I'm a disabled veteran and now I'm stuck with a damaged book.
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'm sorry to know the book received in Order#***-86***17-5802659 is damaged. 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.Ive pasted their response below for your convenience:
----------
Hello,

I'm sorry to hear about the problem you've had with your The Plot: The Secret Story of The Protocols of the Elders of Zion.

To be eligible for a refund, we ask that you return the The Plot: The Secret Story of The Protocols of the Elders of Zion you ordered within the return window. You can mail your package back using the return label provided in our *********************** ************************************* ) or by clicking the following link:

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

In most cases, after the carrier has received your return package, 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.

Once the return process is initiated, you can track your return here:

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

Were not able to assist you further until the return is received.

We hope to see you again soon.
------------
Hence, I'd request that you please return the item for refund.
Also, we won't be able to provide any further information apart from this.
Thank you for your understanding and hope to seeing you soon.
Regards,
*******
Amazon.com
*****************************
Initial Complaint
Date:12/24/2023
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.
i have an amazon account with 300$ worth of gift certificates on it and they just stole it from me and deleted me amazon account for no reason. i provided correct information and contacted amazon they said someone would call me 2 weeks ago.
Business Response
Date: 02/07/2024
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2/8/2024.

Sincerely,
Amazon.com
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.
During the Fall Prime Days an item I ordered did not arrive. The order number is 113-8255366-1474605 - I never got my Living Proof Dry Shampoo. I chatted with Amazon asking than replacement be sent and was told its my fault that I waited until now to ask. They acknowledged that the item did not arrive and offered $5 and no replacement or refund. This is not acceptable.
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'm sorry to know you haven't received the "Living proof Dry Shampoo, Perfect hair Day Advanced Clean, Dry Shampoo for Women and Men, 5.5 oz."
In this case, I'd like to offer refund of $24.49 (as we're unable to replace) in the form of Amazon.com gift card balance to your account. We request you to please confirm if we can go ahead and add it to your account.
I hope this helps. We look forward to hearing from you.
Regards,
*******
Amazon.com
*****************************

Customer Answer
Date: 12/27/2023

Complaint: 21052825

I am rejecting this response because:
The I purchased was on sale - I cannot repurchase it for that price right now. It is in stock so you are able to send a replacement.

Sincerely,

*************************
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 Ordered a pair of **** headphones for a Christmas gift . Upon receiving , they were defective. When I called customer service they claimed they could not replace the item even though when I checked they had many pairs in stock . They said I would have to get a gift card and place a new order. I ordered and new pair and had to pay a higher price . Upon receiving the second pair they did not include any accessories needed for operation of the headphones. When I called and explained they refused to refund all of my money saying they would have to put it back on gift card and the extra I had to pay back to my ***** Now its Christmas eve and I have no gift or no money to buy a new gift locally . I do not wish to order from Amazon any further as my trust has been broken repeatedly over the years. Although this is my first complaint I would just like my money refunded to my original payment method. With all the billions of dollars that Amazon has I find it very difficult to see how they are not able to return my money . This is stressful , frustrating and completely unacceptable.
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'd like to apologize for all the inconvenience you've had.
On reviewing, I see that you were refunded for the order ending with #**** in the amount of CDN$ ****** to the payment method used on the order, of which, CDN$ ***** was paid with Amazon gift card balance and refunded to the gift card and remaining CDN$ ***** to your credit card and you should see the amount in your statement is 3-5 business days.
The current gift card balance on your account is CDN$ ********* remaining amount was applied to Order#***-8456806-0923408.
You can view your gift card balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. To learn more about using your gift card balance, visit our Help pages here:

**********************************************************************************
I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
Regards,
*******
Amazon.com
***********************************
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.
Amazon stole my Kindle and refuses to give it back.The Kindle was purchased on a sale price on 10/10/23 for the price of $139.99.The order number is 112-3978317-4373802. The device came with a one year warranty. On December 9 (12/09/2023) I filed a claim for screen damage to the device. The device was confirmed to be repaired free of charge and a label was sent out. The serial number for the device is *******************. The device was cleared before shipment upon advisory to remove any secure data before shipment, as my payment method is loaded on the Kindle. On December 12 (12/12/2023) the device was dropped off with the tracking number for *** which is: 1Z 556 YA6 90 **** 3529.The device was marked delivered on December 13 (12/13/2023) and it was signed for. Several days later I reached out to Amazon to advise of the status of the device. The agent, ****, stated "Upon checking with my lead, the item has been received and is being worked on right now. I was advised to inform you to wait on or before Dec 24. The device will be delivered by then." On December 24, 2023 (12/24/2023) the device was still not delivered. I reached out to Amazon support who first claimed they never received it. They then back tracked and said they received it. I was on chat for over two hours and transferred more than 10 times. We then had a phone call in which they said that they could not return the device or provide a new device because the device was logged out, despite having proof of tracking and purchase. They also denied a refund for the original sale price.
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'd like to apologize for all the inconvenience you've had.
On reviewing the order#***-3978317-4373802, I see that you were refunded for the " Kindle Paperwhite Signature Edition" you sent for repair in the amount of $149.44 to Amazon gift card balance.
The current gift card balance on your account is $206.00. You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

Customer Answer
Date: 12/30/2023

Complaint: 21052796

I am rejecting this response because:
The item was on sale when I purchased and I was not refunded the amount needed to receive the product. I would like to receive a credit for the extra $50 to purchase a new kindle at the price I originally paid.
Sincerely,

*********************************
Business Response
Date: 01/10/2024
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 see that you'd like credit for $50.00 as the item was purchased at sale price. I've now added a promotional credit of $50.00 to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.
The promotional credit doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged. The promotion will not apply to digital game and software download orders from Amazon.
I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Amazon.com

Amazon.com

Amazon.com

Amazon.com

Amazon.com

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Customer Answer

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Amazon.com is BBB Accredited.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Amazon.com is BBB Accredited.