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

59,406 total complaints in the last 3 years.
21,548 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: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 computer monitor for my sons Christmas on 12/17. It was delivered 12/23. Order number 111-8679299-9419418. The box showed an almost identical monitor to the one I ordered so I wrapped it and didnt question. On Christmas morning when the gift was opened, we discovered that it was the wrong model. Contacted Amazon to let them know we received the incorrect model, not the one I purchased. Instead of exchanging, I was told I would have to return the item, wait for return to process, refund be issued, then refund to process, so I could then repurchase the item. I asked for a store credit instead so I could repurchase this as soon as they received the item, and I was told that because I used Affirm, I was not eligible for store credit. I had CS call me. He advised that ****** had a policy that any refunds could not be given to the purchaser, it had to go back to Affirm, and I should know these policies since I use Affirm. I wasnt requesting money back, he was rude, talked over me and said he delt with 50 people a day, he didnt care about our situation. I looked up Affirms policy on refunds for returned items. It states no cash refunds, but the stores regular return policy applied. Amazons return policy includes store credit. None of what he said was correct, because store credit is not cash, and again, I did not order the incorrect item, Amazon sent me the incorrect item. This is THEIR mistake to correct, not mine. I was advised to reach out to the seller directly only to be told to contact Amazon customer service because they were the ones shipping the item. I just want to get the item I ordered. It is currently in stock and there are zero reasons for Amazon to not correct their mistake in a reasonable way. I have started the return process. A pick up is scheduled for today. My hope is that the correct monitor be sent immediately or as soon as they receive the returned one.
Business Response
Date: 12/29/2023
Hello *******,

I am Vishal 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 the gift cards.

Upon reviewing I can see that a return has been created for the item which is the best and the only available option currently from our end for the order.

Rest assured once the refund is processed at our returns center you will receive a refund for the order.

I could also see that seller was contacted regarding this and they got back with the below response :

' Hello, dear customer. We are so sorry for the inconvenience.

1. If you would like to exchange the monitor, please send this monitor to the address below. Please provide us with the tracking number and your full name, delivery address, postcode and telephone number. We will
arrange the shipping of the new monitor as soon as possible when we receive the tracking number you provide.

2. If you would like a full refund, please also send the wrong monitor to the address below. When we receive the monitor, we will give you a full refund.

3. If you are unable to return but keep this monitor, we can directly compensate you $50 via Amazon.
Since you are still in the 30-day warranty period, please provide the invoice or receipt of the shipping when you return this monitor, we will refund you the shipping cost through Amazon.

If return on refund is not the best option for you, you can also check the above options and contact the seller.

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.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/29/2023
I was not notified of the message from the seller. Amazon had already picked up my package and started the return. I have forwarded the information to the seller through Amazon. The solution provided by the seller was not satisfactory due to me incurring the cost of shipping to send back the item that was not what I ordered. I have asked that with the provided information of the monitor being sent back, that the correct monitor be shipped and no refund issued. This issue is not resolved.
Business Response
Date: 01/26/2024
Hello,

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

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

Upon reviewing I can see that the refund has been processed for the order of amount $162.99 and it should reflect into your account within 3-5 business days from now.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
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.
I placed a order on Oct 10, 2023 on Amazon order number 113-57977451681028 the order was never delivered. I have contacted multiple reps at Amazon multiple times who told me a refund will be issued. I only received a partial refund of $21.48 instead of the full amount of $64.44 I would like to have the remaining refund of $42.96 issued back to my original method of payment. It has been over a month that I have been going back and forth about this same problem and they confirmed the package was not delivered.
Business Response
Date: 12/27/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on December 28th 2023. This email confirms that the refund has been issued for USD 42.96 to the original payment method.

Sincerely,
Amazon.com
Customer Answer
Date: 01/05/2024
The refund has been issued and this is considered resolved. I was waiting to respond to make sure **** actually issued the refund on my credit card. Thank you for your assistance
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.
Hello,I am a satisfied (service wise) Amazon Prime member. I have had Amazon Prime since (before) 2015.However, As I was attempting to early register for a new no-add service with Amazon, I was thrown into a billing loop.Noone can tell me what I am being charged for or how much I will be charged.Both Amazon and Sprint indicate that neither of them have any billing information on my Amazon Prime account.1) Amazon Prime indicates that a third party (Sprint.com) is/was paying for my Amazon Prime. Amazon Prime indicates that there is no billing record available to tell me how much I was charged. Per **************** supervisor 26 December ******) ******** (bought Sprint) can not tell how much they were paying for my Amazon Prime Service. Indicating there are NO RECORDS available. ******** and her manager could not find any information on ******** and old Sprint data.3) I can not find on the Amazon Mobile App under payments any payment for the years I have paid for Amazon Prime.
Business Response
Date: 12/27/2023
Hello ******,

I am Vishal 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 prime subscription.

Upon reviewing since your Prime membership is associated with your service through Sprint, they'll need to handle any questions about billing or membership management. Please contact them using the information below:

Self-service:

1. Go to Sprint.com
2. Sign in to your account
3. Click on My Sprint to find account management options

Online chat: *************************************

Phone: ************

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/27/2023

Complaint: 21056395

I am rejecting this response because: Amazon indicated that I must go to Sprint.com. There is no Sprint.com anymore. Sprint was bought out by ********. The deal was announced on April 29, 2018. After a two-year-long approval process the merger closed on April 1, 2020, with ******** emerging as the surviving brand. Amazon refuses to research the problem at their end. I must have some account in billing even if a third pary is/was paying for it. T-MObile indicates that they have not records of paying for Amazon Prime. How do I get to Amaon biliing department?

Sincerely,

*************************
Business Response
Date: 01/10/2024
Hello ******,

I am Vishal 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 prime subscription.

Upon reviewing as informed already since your Prime membership is associated with your service through Sprint, they'll need to handle any questions about billing or membership management.

Please contact them using the information below:

Self-service:

1. Go to Sprint.com
2. Sign in to your account
3. Click on My Sprint to find account management options

Online chat: *************************************

Phone: ************

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/10/2024

Complaint: 21056395

I am rejecting this response because: The Amazon representative, Vishal, keeps repeating the same INCORRECT solution. Sprint.Com does not exist. Yet, the Amazon representative thinks it does.
I have written ******************* - CEO, ************************* - Customer Success Manager, and ***************************** - Customer Success Manager.
************** of Amazon.coms Executive Customer Relations has responded but I kept getting Vishal with the same lame INCORRECT solution.
I want to PAY for my account directly. I would like a bill before I do that with a list of what I am paying for. VISHAL does not / Can not / WILL NOT supply that information.
Amazon seems to unwilling to supply any billing information.
It can not be that hard to get billing to supply an accurate bill.

Sincerely, and frustrated,

*************************
Customer Answer
Date: 01/11/2024
Complaint ID: ********
Hello BBB, Amazon has been sending me to the same SPRINT.COM.
VISHAL (Amazon Representative) continues to reference SPRINT.COM
****** (Manager at CS Amazon) gave me a link to see an invoice of my 2022 Amazon Prime account that failed.
What do we do about stalling tactics. I believe that no one at Amazon CS is trained proper and do not have the proper tools.
**************** supervisor at Amazon CS indicated that there is no ****************** at Amazon, and did not know the location of Amazon World HeadQuarters.
I have contacted the **** SVP of ***************** and the *********************** person.
NO RESULTS.
All I want to do is pay for my Amazon Prime and get a Invoice.

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

Customer Answer
Date: 01/18/2024
Hello BBB,
Amazon has not responded. Amazon VISHAL has said to contact ******** ****************. But ********************** **************** VISHAL did not give a name/ticket number or anything else to continue with this problem.
All I want to do is pay my Amazon bill. Why am I having such a hard time?
Business Response
Date: 01/19/2024
Hello,

I am Vishal 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 prime subscription.

Upon reviewing since sprint has been acquired by ********* the current plan details & the charges can only be explained by them.

You can access further details on the same through their official website :

******************************************.

Upon further reviewing with ******** team below is the response from them :

" In order to get help with this today they will need to contact ************** ************** and we will be able to assist them.

Our care team will be able to assist".

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/23/2024

Complaint: 21056395

I am rejecting this response because: this is the same lame inaccurate response that "VISHAL" has been giving.
I called ******** Customer Service. ******** CS does not know anything about what "VISHAL" is talking about.
Ther are no notes in my account about ********************** discussing anything with ********.
I believe that "VISHAL" is not a real person. I believe that Amazon CS "VISHAL" is a bad version of AI that can not actually diagnose this issue.
Can "VISHAL" get a name of a ******** Customer service person that has the solution?
NO MORE LIES!

Sincerely,

*************************
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 refunded money to a customer who did not request it. My attempt to contact them have been ignored.
Business Response
Date: 01/20/2024
Hello from Amazon,
I am unable to locate any seller accounts using the email address provided within the complaint, #********. For security reasons, I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please provide the email address that was used when registering the seller account.
Customer Answer
Date: 01/25/2024
********************************* is the email address for the account
Business Response
Date: 02/13/2024
Hello,

Seller was charged for this order as seller did not respond to Amazon's notification email sent on December 17, ****. ******'s are given a turn around time of 07 days but seller failed to respond with the requested information. Therefore as per the seller agreement and Amazon's policy seller for charged for the dispute.

Sincerely,
******
Amazon.com
Customer Answer
Date: 02/15/2024

Complaint: 21056328

I am rejecting this response because:
its a deceptive business practice to not verify that the product was delivered and only give the seller 7 days to reply. They allow customers to lie in order to get free products

Sincerely,

***************************
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.
A product in "new condition" was purchased from Amazon.com at full price. The invoice, however, was changed to "used-like new" and a used product was sent. I was still charged the full price of the product. Amazon denies that the "new" option was ever selected when it is, in-fact, the default option and was, for certain, selected. Price trackers confirm that the price paid for that product was the maximum price of the day, which confirms that a "new" product was indeed purchased because the "used" items sell for much cheaper. Amazon refused to even replace the item and their only resolution involved a refund and me physically returning them the item.Order Number: 111-0341650-0294605
Business Response
Date: 12/27/2023
Hello *****,

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

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

Upon reviewing I could see that returning the item for full refund is the best option here.

To return the item, go to our *********************:

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

The ********************* will guide you through the process and give you a printable return mailing label. If a pre-paid label isn't available for your return, the ********************* will provide other options for getting the item back to us.

Once you've shipped the return, you can track your return here:

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

For more information on return refunds, please go to our Help pages:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
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,

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

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