Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

58,189 total complaints in the last 3 years.
21,789 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/24/2023
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.
Nov 3rd 2023- ordered *** ryzen 7 for $323.71. ($213.13 from my card and the remainder from Amazon gift card). Returned and received dec 6th. App stats refunds before Dec 22nd. Reached out to Amazon via customer service chat 3x to be told my refund was processed and received in ***** hours. Was told I would receive $25 credit. None of which were done. Called on Dec 24th regarding refund. Was told I must wait until Jan 8th due to their policy of over $300 returns must waive 30 days. Expressed was told multiple times and the app states different time lines. They have the product but are refusing to refund. Checked their return policy on their website which does NOT state it would take over 30 days. The product was sealed and not opened before return. I also never received the additional credit promised.
Business Response
Date: 12/26/2023
Hello *******,

I'm Sahitya 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 item from order 113-8059751-8144214.

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:

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

Estimated Refund Date for returned product is Monday, January 8, **** and by any means if you do not receive refund by then, please write back so we can find out what happened with your return.

As for $25 credit, I see it was added to your account as promotional credit on December 18, 2023.

These credits 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.

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.
I was given a $300 gift card forChristmas on Dec 16, 2023. When I opened it the silver claim code cover was missing and it was glued back together so the claim code was not visible. I called 2 times on the phone and have gone back and forth for 5 days to get help resolving this. The last answer I got was " I've researched your Amazon.com Gift Card order and found that it may have been used by someone other than the intended recipient(s). I'm not able to resend the gift card(s) or refund the order. For reasons of account security and confidentiality, we're unable to reveal the identity of the person who claimed this gift card." So Amazon found the gift card saw who stole it and knows that I am the correct owner of this gift card because I am the one that actually has the physical card in my possession. This happened to half of our family. Two of them were able to resolve this over the phone and get the $$ credited to their account. I have been given the total run around. Seems they pick & choose when they want to help even tho I have been a Prime Member for YEARS. I want the $300put in my Amazon account
Business Response
Date: 01/09/2024
Hello *******,

I'm Sandhya 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.

I understand that you received this gift card as a gift and unable to use it.

In this case, if possible please get in touch with the purchaser and get the receipt of the gift card. Once you get the receipt, please reply to this email and attach the receipt, so that we can assist you further.

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

Regards,

*********************** A.
Customer Answer
Date: 01/09/2024

Complaint: 21052192

I am rejecting this response because: I have said REPEATEDLY I do not have access to a receipt. It was a gift and the purchaser no longer has the receipt. I have said this over and over again. I want this resolved!!

Sincerely,

*************************
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.
Product was returned to seller through its amazon instructions. Product was later received by seller. Seler only issued me a refund equivalent to the original amount of sales tax collected during purchase. Seller refusing to cooperate with the entitled full refund to me, Amazon always redirecting me to seller as seller redirects blame to Amazon instead. Amazon and its seller are giving me the runaround and not refunding me of my due amount.
Business Response
Date: 12/26/2023
Hello,

Thank you for bringing this matter to our attention. We have investigated the details you provided and refunded customer accordingly.

On this order, they have now received a total refund of $45.73 back to their original payment method.

Thanks
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,

*******************
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.
So the second order I placed on December 21 was supposed to arrive on December 23 because I have two-day shipping as a Prime member, but they have changed it yet again. So they are constantly changing the dates of my package delivery without notifying me and just doing it in the system. So I placed a third order, and it did come, but it was again placed in the wrong section of the mail room. They did end up refunding me for my first order, but I also want to be refunded for my second and third orders for the inconvenience and trouble they caused me over a three-day period because you do not get to mark a package delivered, then not deliver it, and then lie when I place another order and you tell me it will be here the next day, when that was an entire lie. I had to cancel all of my plans because I could not get my hair done because Amazon did not deliver my package on time, so yes, I would like to be reimbursed for wasting my time. I spent $255 in three days because they inconvenienced me. When I asked for a refund yesterday, they said I could not because I had to send the hair back, which I do not think I have to do for all the trouble they have caused me, so now I am requesting a full refund of my second and third Amazon orders without sending anything back.
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 truly understand any frustration this may have caused. Despite our best efforts to provide 100% on time order fulfillment, there are rare situations outside of our control that can impact our ability to deliver on that guarantee - such as issues related to weather, transportation , inventory , or operational; as was the case here.

We respect your request for additional compensation for this ordering experience; however, we're unable to offer further discounts or monetary compensation beyond what has been provided. The items can be returned for a full refund.

I realize this news may be disheartening to hear, but please know we truly care about your experience. Be assured your candid feedback will be used to continually improve our processes and services.

Though I regret the series of events that led to you receiving this email, I'm grateful for the opportunity to have heard your story and shared your feedback. We look forward to serving you again - and serving you better - next time.
Regards,
Priyanka
Amazon.com
*****************************
Customer Answer
Date: 12/26/2023

Complaint: 21052064

I am rejecting this response because: You guys completely inconvenienced me over a three-day period, and I do not want to hear any excuses about delays if I pay an extra $15 per month for my items to arrive on time; there should be no excuses at all. So the fact that I pay for my items to be delivered faster than usual and you guys are unable to deliver means that I may need to consider getting a refund for my membership this month. Also, it is not my fault that you do not properly train your drivers, and they do not follow the delivery protocols when they know they have to take a photo of the package before they can mark it delivered. That package that was marked "delivered" is still nowhere to be found, and you guys are so unprofessional and never even offered to launch an investigation. You guys covered it up and acted like it never happened. You guys inconvenienced me for the entire Christmas break, and you need to compensate me for that.

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.
I returned Once Upon a Time in Hollywood on 4K back in September. Now on December 24th, they are charging me for this item, saying I never returned it, even though I returned it all the way back in September. I also talked to a representative two weeks ago who assured me I would not be charged, and it was a mistake on their part. Now, they are saying they want me to upload my ID to get a full-refund. I do not want to upload my ID as that is a sure-fire way to have my identity stolen, They did this on Christmas Eve, no less. I want my full refund, as I returned the item in September, and I was told they would refund me for it. I did my part, and they are holding my refund hostage because they want my ID. This seems very unethical and shady. My order number is 114-7908268-2579466.
Business Response
Date: 12/25/2023

Hello ****,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the refund for the returned item Once Upon a Time ************ ******** Edition Steelbook) [4K UHD + Blu-ray + Digital].

A careful review of your account reflects that the correct information has already been provided.

Because 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.

The appropriate team has sent an email to you 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.

Thank you for your understanding.

Regards,
Pratap
Customer Answer
Date: 12/26/2023

Complaint: 21051961

I am rejecting this response because: they are holding my refund hostage. Im not going to give you my ID as you havent told me why its needed or whats wrong with my account. You are speaking in generalities with no facts. This is a shady business practice intended to bully the customer into doing something they arent comfortable with in order to gain personal information. I returned this item over four months ago.

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.
Refund issue Order date : Oct 26, 2023 Order #***-1726880-9681037 Order total : $857.85 (1 item)I bought a camera ***** zv-1ii) from Amazon. Even though I returned the item in November and Amazon received it, but I did not get a full refund so far.Please check the issue!
Business Response
Date: 12/25/2023
Hello Hiroaki,

I'm Srilaxmi 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.

Im sorry to learn about the problem with refund on your order #***-1726880-9681037. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and account details, I see that our specialist team needs to verify your identity before we can consider your request for a refund.

For certain orders, our specialist team requires a government issued identity proof to investigate the order in question.

Please be rest assured that any information you provided is handled according to our Privacy policy.

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.

We appreciate your patience and understanding.

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

Regards,

Srilaxmi
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 Amazon gift cards in the total amount of $300. The orders are 113-4830639-2633041 and 113-2984429-6031416. Amazon admitted an error and will not honor the terms of the original order. They simply changed the terms of the original order, which I did not agree to, is unethical, and is a breach of trust.
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.

Im sorry to learn about the problem with gift card orders. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and account details, We learned that an error caused the gift card(s) you purchased to be displayed at an incorrect price. This error means the gift card(s) you purchased will be loaded with the amount you paid at checkout and not the price you may have seen on the product page.

To help make up for the inconvenience, I see 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 appreciate your patience and understanding.

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

Regards,

Srilaxmi
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 claimed that they found my account violate their refund and replacement policy and limit my account for only ********************** purchase (any other real purchase will get cancelled automatically). I was astonished as I don't remember I have any refund and replacement happening here, and I don't use any other amazon account with my email address / phone number nor another account in my device. And when I checked my amazon order history, 0 refund and replacement record. I tried to appeal following their email instruction, but no one replied.I tried to call their customer ******************** many times. At the beginning, they just told me after checking my account, they understand my frustration, and it should be temporary, I just need to wait for 24 hours before my account be unfreeze. But it's a lie. I waited many 24 hours, and then call back, and got the same ask - saying they do not have access to account specialist and I can only wait for another 24 hours, they believe from my account history it will be unfreezed (as they cannot see any order weird as well). Many many times.I finally decided to give up and ask them if I can get my account balance back at least, and I have been told no. I do top up directly to Amazon from time to time before, and I didn't purchase amazon gift card in other locations (so no chance for gift card violation as well) - I tried to search all possible reasons from my own side, but no clues.And I ask what's the reason for closing / freezing my account again, they just refused to reply (saying they will unlikely to reply to my email). I don't understand why they could hold my balance, and close my account (basically rob the money off me) while I didn't do anything at all could violate their policy, and letting me waiting and trying and waiting and trying, without telling me at all what they think it's wrong. And they just told you we will not reply to you, because we are "AMAZON" so we could rob your money when we want?
Business Response
Date: 12/25/2023
Hello *******,

I'm Najam 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 learn about the problem with your Amazon account. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that our Account Specialist has sent you emails related to Account closure.

"---Quoting the email sent on November 25, 2023 at 10:37 PM:

We closed this account. We will cancel any open orders you had on this account. Any ********************** content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Account on ********************. Any unused gift card balances in the account will no longer be available for use.

Why did this happen?
We have taken this measure because our records show that your account is directly linked to another account that we previously closed for violating of our Conditions of Use. As a result, you may not open a new account or use another account to place orders on our store.

The following list shows related account details:
Email address: [oqojf**@gmail.com, prime******@gmail.com, biabi*********@gmail.com]Under the Amazon Conditions of Use, we reserve the right to refuse service, terminate accounts and terminate your rights to use Amazon Services. To review our policies, go to Conditions of Use:
www.amazon.com/conditionsofuse

Has your account been closed in error?
If you believe that there has been an error, let us know by replying to this email to reach an account specialist. Our **************** team cannot reverse this decision or share more details on this matter. They can only confirm that this message was sent and can also assist you with technical issues.---"

For any assistance with your account, please reply to the emails sent from ****************************.

Thank you for your patience and understanding.

I hope this helps.
Regards,

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

Complaint: 21051830

I am rejecting this response because:
for the linked previous email (which has violating behaviour)
Email address: [oqojf**@gmail.com, prime******@gmail.com, biabi*********@gmail.com]
I have never seen these emails for my whole life. I double checked my account, no link to these email, so I assume it is not my account be logged by other bad actos. So it would be the previous violated account add/link my email account? (But I didnt get any email notification for it to verify?)
so because of a fraud that amazon cannot handle, it hurts my account as a good user (no refund and no replacement used at all for the past 4 years) and I cannot even get my account balance back?
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.
So I bought a slushy machine that broke down the suply et never want took back the machine they give 659$ as a repair cost and then 1 week later the machine broke down again they send the rest of the amount of buying cost so 287$ ish dollar buy the first amount was for repair so they dont want the reinburse me so I lost 650$ and I have 500$ of slushy syrup useful and that machine is ************ they never agree to take it back to fix it
Business Response
Date: 12/25/2023
Hello,

Thank you for bringing this matter to our attention. We have investigated the details and noted that customer refunded fully with order value of CAD ******. (CAD ****** on October 1, 2023 & CAD ****** on July 6, 2023). Hence no additional refund is possible.

Buyer can reach out to manufacturer for warranty related concerns.

Thanks,
Customer Answer
Date: 12/25/2023

Complaint: 21051824

I am rejecting this response because:
Look at the message the first refund its a repair cost so its not refund I paid that amount to fix the machine and still not be or never agree to take the machine and fix I am taking further step to ******* legal court be or there is a warning not to do business to many complain and Amazon are doing publicity for them this screw
Sincerely,

***************************
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.
The cancelation process in the amazon app is predatory when attempting to cancel. By clicking 1 button I was charged ****** the ***** without a chance to even approve the change. This is set up this way to cause this to happen and I guarantee the people who designed it had this intent. Unacceptable and illegal this multi billion dollar giant is a criminal
Business Response
Date: 12/25/2023
Hello *****,

I'm Najam 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 understand your concern regarding the steps involved in subscribing to Amazon Prime. I'm sorry you feel that there aren't enough prompts to confirm the charge and activate subscription.

Please be assured that we have taken your feedback regarding this.

We are constantly working on bringing improvements to ensure we provide you with accurate service.

I can confirm that refunds of $16.30 and $151.11 were issued to original payment method on December 23, 2023.

Please allow your bank 3 to 5 business days to process the refund.

Thank you for your patience and understanding.

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

Najam
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

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

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

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Amazon.com is BBB Accredited.