Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

57,677 total complaints in the last 3 years.
21,820 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.
I received an Amazon Gift Card from my son for Christmas for $25. I tried entering the number manually and the I tried to scan it. It wouldnt scan. I called Amazon and spoke with an agent. She asked for all the numbers on the card, then asked me to take a photo and email it to her which I did! Ive been on the phone for over 15 minutes! This is just a gift card for $25 and they this agent is unable to verify my card so my son paid $25 for nothing!! I need help!
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 about the trouble you've had trying to add gift card to your account.
On checking, I see the $25.00 gift card is redeemed/added to your account on December 24, 2023 and is used on following purchases.
1. Order#***-8575812-9581043 Order Total: $9.99 Remaining gift card balance: 15.01
2. Order#***-7093013-2713004 Order Total: $17.01, 15.01 applied to order. Balance: $0.00
The current gift card balance on your account is $0.00. 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:

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

We look forward to seeing you again soon.
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: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.
Hello, I purchased an item from Amazon on November 25,2023. The order number is 112-1523709-1380234 with a total of $174.16. I returned the item on December 3rd and there is confirmation that the item was received back at the warehouse when tracking. Initially, according to the eeebite, I was to receive a refund within **** days however, the refund date keeps extending and is not pushed further into December. Upon calling to inquire Amazon is stating I must send in a copy of a government issued ID in order to issue the refund. I refused to send the photo of my ID as I dont feel comfortable proving such information to a company that has not previously required it and does not require it for other people or other orders. Im not sure what their intentions are with a copy of my personal information. I have an email stating the company will not issue me a refund. I am requesting a refund for the item as I do not need it and it is in their possession.
Business Response
Date: 02/07/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email about order 112-1523709-1380234. We have researched this matter and confirmed that the dispute in question has been resolved in your favor.

Please contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon store purchases before contacting your card issuer. For more information, go to the "A-to-z Guarantee" section of our Help pages: (www.amazon.com/gp/help/customer/display.html/ref=*************/?nodeId=201889250)

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

*****
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.
Amazon passed on the delivery ( Order # ***-7204268-7213013 ) of my package to Purolator ( Tracking # HLH004181633 ) Amazon told me the package was to be delivered on Dec. 21,2023 but now claims Puralator delivered it on Dec. 20, 2023 and they either misdelivered, left the package in an unsecure place or never delivered my order.I was out for a day of shopping and dinner and was away from my home all day. I have a video/audio doorbell which was never rang and there was no email / text notification as to the package being delivered. The order was $395.42 and for me this is not pocket change. I called Amazon they did not care telling me it was Purolator's problem and I should call the ************** I called the Police and was told they do not have the resources for this matter and to take it up with Amazon. I called Purolator and they said it was not their problem that basically I should have been home for the delivery that was delivered early. The order was supposed to be sold and fulfilled by Amazon so they should be completely responsible for the safe delivery of my package. The company just be aware or the packages ***** lost, stolen, or misdelivered so it is on them to provide safe drops of parcels.I installed tge doorbel, for this reason but the drivers still don't use it.Now I will be loosing $395.42 and I will never do business at Amazon again.
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 you haven't received the order ending with #***** while the tracking shows delivered and when contact customer support were asked to submit police report. 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,

Were sorry to hear that you havent received your items from order #***-7204268-72*****.
It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that this item hasn't been delivered to you.Items that aren't received are inconvenient for you and costly for Amazon.

Based on our investigation and your statements, it seems that the item has been stolen by a third party and we urge you to contact your local police department to report the theft of the parcel. To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after 18-February-2024 . Please ensure to get a Police Report and contact back before this time

In order for us to validate your Police Report, it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Thank you for your understanding.
--------------
Hence, I'd request that you please submit the police report. It typically respond in about 1-2 business days for them to verify. At that point, you can contact us to learn the outcome of the investigation.
We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 12/26/2023

Complaint: 21052480

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 12/26/2023
I contacted the ********************* and they informed me that they do not have the resources for this type matter. They told me to take it up with Amazon as they are responsponsible for items sold and shipped by them.
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 am sitting in shock as I just fault a fire from a defective item I purchased off Amazon just 3 months ago. Ive only used it twice before so I was not prepared to see it up in flames, almost burning down my house and damaging my bathroom tub and flooring, or pice of new material on it. NO MATTER THE ULTIMATE VENDOR, THIS PRODUCT SHOULD NOT BE SOLD. PERIOD!! It is dangerous and high risk!!!
Business Response
Date: 12/26/2023
Hello *******,

I'm Priyanka 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 hear about the trouble you've had with your order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Could you please write back to us with the order ID so that I can investigate this further for you?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 12/26/2023
Order #***-7895403-0150638
Business Response
Date: 03/17/2024
Hello *******,

I'm Priyanka 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 hope this email finds you well. Thank you for writing back to us.

I've been working closely with the relevant departments, and I see that my colleague from the Executive Customer Relations team, has sent you an email addressing the issue on Tuesday, March 12, 2024 at 1:28 PM (PDT), and Wednesday, March 13, 2024 at 8:18 AM (PDT).

I also see that a follow up email was sent on Thursday, March 14, 2024 at 5:58 AM (PDT) from our A-Z team, and that a refund confirmation email was sent on Thursday, March 14, 2024 at 8:51 AM (PDT), confirming that we've issued a full refund of $19.42 for the Immersion Water Heater from Order 113-XXXXXXX-XXX0638.

Please be assured that we'll continue working hard to ensure that you receive accurate service, and also to minimize the chances of anything like this occurring again.

We look forward to serving you again - and serving you better - next time.
Best regards,
Priyanka
Amazon.com
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.
My name is ************************** and on or about November 29, 2023 I placed an order. Please see order # ***-6440473-0773811. Pink Down Coat from Amazon 3rd Party Seller companys name ******. The Coat has yet to be delivered to me. I believe the company is creating fraudulent activities. I am seeking my refund in the payment of an Amazon Gift Card Balance so I can reorder a coat somewhere else within Amazon. The amount due is $51.42. Since this has been a terrible ordeal for me, Im also requesting additional monetary funding of $30.00 for inconvenience and emotional distress. If you need any further information regarding this matter ppl feel free to contact me via email or phone number listed above. Thank you for your speedy recovery with this matter. Regards ADS
Business Response
Date: 12/26/2023
Hello,

A full refund for the claim amount was issued to the payment method used to place the order 111-6440473-0773811. Inconvenience fee is not covered under A-to-z Guarantee.

-- Refund Date: December 25, 2023
-- Refund amount: $51.42

Sincerely,
Customer Answer
Date: 12/26/2023

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.

Sincerely,

***********************
Customer Answer
Date: 12/26/2023
I was approved for the $51.42 but its yet to be issued. I want my money back today. Its been held for almost a month now. Ive been very patient with Amazon but not anymore. Please provide feedback to them ASAP!! Thank You.
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.
***********************************************************************? ****=ATVPDKIKX0DER&psc=1 Was available for Amazon.com Digital Credit of **$50 until today 12/24, but at checkout it no longer appears present and the contacts with support do not solve the problem
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 hear about the trouble you've had with the $50 Digital Credit promotion for the ******* ****** ******** ********** Smart Glasses - Matte Black, Clear to G15 Green *************** style="color: rgb(0, 0, 0); font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 12.16px;">
Upon reviewing the details, the promotion was a limited time promotion with the promotion period starting on Friday, December 15 at 12:00AM PST, and ending on Sunday, December 24 at 12:00AM PST.

As the promotion expired on December 24th at 12:00AM PST, it will no longer appear during checkout, and cannot be used.

Thank you for your understanding.
Regards,
Priyanka
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.
I have to return these items on December 20th, 2023, 4 Amazon associates informed me over the phone that my return items should be processed by Sunday, December 24, 2023. My **** camera was one of the first items to be processed for a refund before the 2 items included with the refund. Today I noticed my **** camera is still processing and not sent over to the gift card as I intended, but instead, it says return to debit card and i don't recall refunding to a debit card i only chose the gift card balance because I wanted an item that's currently on limited sale, I called Amazon and i received one of the worst customer ******************** I have ever encountered. Now my Christmas is ruined with no refund, the lady ****** in customer service told me I won't get my refund by January 19 as a gift card balance and I have to submit proof of identity which I provided... I was so upset because too many associates told me Sunday, December 24 if it is not refunded by then contact their department. I have gotten multiple wrong information from Amazon associates now my Christmas is ruined and my plan of purchasing another camera with a refund has been destroyed. I feel so helpless and violated with my own original money, and associates who failed to understand their own policy.
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 sincerely apologize for the inconvenience caused with order.

I've reviewed your account linked with e-mail address you contacted us with however it doesn't have an order matching what you described and as order ID was hidden in the image submitted in the complaint we are unable to locate the order in question.

Please write back Order ID so we can review and assist you further.

In general once the carrier has received your package, it can take up to 30 days for us to receive and process your return. Check on the status of your return by visiting:

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

You can find information about returns and refunds by visiting: *******************************************

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

Regards,

Sahitya
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 has charged me $95 for an order that I placed back in October - stating that I never returned the two items in the order even though I returned them well within the return window and now they are stating they never got them two months later? One of them was a "try before you buy" item which charges you if you don't return item within the try-on window, so if I never returned that item, why am I charged now 2 months later? It doesn't make any sense and this is the 3rd time THIS WEEK I have been charged for something I returned.
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 apologize for the inconvenience caused.
On checking, I see that you're charged and also refunded the same on December 24, 2023 to the payment method used on the order. You'll see the refund on your credit card statement in the next 3-5 business days.
Once processed, you'll also be able to see the refund request here:
***********************************************************************************
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: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.
Purchased a coffee grinder and an accessory for it and not the first but 2ND time they have sent me the same grinder but the earlier version model. Never used it just put it straight back into the mail and dropped off at **** Gave up and also sent the accessory back same day. Dropped off at *** on the December 7, 2023. They show it was received on the 8th but then the refund shows it will be processed in 2/3 days. We wait. Finally called and they say strange activity on your account so we need your ** scanned in. That also scared me to have to take a picture of my ** and scan it in after reading so many reports online with scammers. We had already done this request. I called and amazon said they did get the ** confirmation and it was being processed. Then online said it would process by Dec 24. Now December 24, it says the 27th. This is over ****** being held hostage from amazon and we would like to try and purchase from someone local now since we can't seem to get the one we want. We have made hundreds of purchases and so many for the holidays and no worry returns in the past so we are ***et with this amount of money not being refunded.
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 am sorry about the way customer service has handled your concern. 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.

I understand that you are concerned about refund for returned items.

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

Check on the status of your return by visiting:

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

You can find information about returns and refunds by visiting: *******************************************

We look forward to seeing you again soon.

Regards,

Sahitya
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.
I purchased a vinyl album "an *************************** Christmas" from Amazon on November 12, 2023. The item was damaged so I sent it back for a replacement. The original order number is 112-7389459-9557005. The replacement order number is 113-2453846-1772252.The replacement item was dropped off on November 27th and recieved at the returned processing center on November 29th. My amazon total estimated refund us $27.86 and has been pending since November 29th. I returned both albums and was never refunded for the item. Both the original item and replacement were scratched. The items were examined upon arrival and returned. The items were unused. I would like this to be resolved as soon as possible. Amazon has the items and will not refund me. Thank you.
Business Response
Date: 01/11/2024
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 apologize for the inconvenience that you've experienced in this case.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and taken necessary actions on the order.

As both original and replacement were returned and received, a full refund of $27.86 has been processed on Thursday, January 11, **** to your Visa.

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

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

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

I would like to apologize once more that we have caused such inconvenience in these regards and I hope you understand that this was completely unintentional and Forgive us for the same.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

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

Regards,

Sahitya
Amazon.com

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

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