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

58,243 total complaints in the last 3 years.
21,844 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:12/23/2023
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 canceled a order with Amazon on 12/16. They have not issued a refund! They said they have to investigate it (this is an order that was never received) what is there to investigate. The item never left their possession. I need my refund asap. This is for a PlayStation 5 that cost ******. That is a lot of money
Business Response
Date: 01/08/2024
Hello ********,

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.

I'm sorry to learn about the problem with your Order #***-5256382-5757067. It is certainly not what we expect our customers to go through.

Upon reviewing the order details , It looks like your order is being return to Amazon

To initiate refund , the item must be returned back to us and ask that you please wait until January 15 , ****. If you still haven't received your refund by then, please contact us again.

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
***********************************
Customer Answer
Date: 01/16/2024
I still have not received my refund. They said it was supposed to be sent by 1/15/2025
Customer Answer
Date: 01/16/2024
I did follow up with Amazon via email as they told me too. But I have not received my refund. Please do not close this
Customer Answer
Date: 01/17/2024
Now ** being told the refund will be issued in 5 to from 1/157???!
Customer Answer
Date: 01/17/2024
Now ** being told the refund will be issued in 5 to from 1/157???!
Business Response
Date: 02/15/2024
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 111-5256382-5757067. 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:12/23/2023
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.
Hello, I hope this message finds you well. I simply looking to resolve the matter of receiving what I was told, which is a refund from the registry get a loved one receipt broken. I purchase a loved one a gift from their registry, which they received broken (glass containers). I reached out to customer service who advised they would refund the amount. I had my loved one discard the items as the customer service rep did not make it a requirement to return it. I was advised the amount would be refunded in 1 to 2 business days. Its been months now. After many conversations with multiple representatives who have continuously advised that the item has been refunded, I finally received an email confirming the item hadnt been refunded. I have already provided a photo, from which whomever sent it requested a return. Not only was this required to be returned days after the matter was allegedly resolved, the recipient discarded the item as no one wants to pick through shards of broken glass, especially one that was sent as a gift. I love Amazon and the excellent service you all typically provide, however, it did not reflect positively upon the integrity of the company that Im used to. Please complete my refund. I would also appreciate a comparable credit for this multi month long issue Order # ***-5464781-2637829
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 refund on your order #***-5464781-2637829 and the unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

To help you with the refund and to make up for the inconvenience caused, I can issue a gift card refund of $40 to your account which can be used against your next order with us.

The gift card refund will be issued instantly as soon as I receive confirmation from you.

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
***********************************
Customer Answer
Date: 12/29/2023

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:12/23/2023
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.
Item was purchased and was in new packaging. Received wrong item and looked like it was used. Returned the item and spoke with customer service regarding refund after waiting more than 2 weeks once item has been received. They stated that I need to provide ID to verify my identity when it has nothing to do with my refund.
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 refund on your returned order #***-4444522-3993823. It is certainly not what we expect our customers to go through.

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:12/23/2023
Type:Billing 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.
Recently created a new bank account and got a new credit card to place orders online on Amazon. Inputted my new card details fast-forward, I placed an order for an Amazon e gift card and Amazon declined my new payments method and put my account on hold. And it's frustrating. I need my accounts back.
Business Response
Date: 12/27/2023
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 apologize for the inconvenience that you've experienced in this case.

I've reviewed your account and I see your account is active. However orders placed using your **** card were cancelled due to payment issue.

If you are referring to your card issue, we recommend you to contact your Bank so they can assist your further.

As for your Amazon account, it's active and you can place orders using different payment mode or contact your bank so they fix issues with current card.

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

Regards,

Sahitya
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.

Sincerely,

******************************
Initial Complaint
Date:12/23/2023
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.
DATE ORDERED ( 11/29/2023 ) PRODUCT ORDERED ( **** optiplex **** desk top pc ) DATE RECEIVED ( 12/09/2023 ) ORDER # ( 114-8382462-7877039 ) ***** hooking up this pc I experienced problems with the high definition port. It worked sometimes but not everytime I turned the pc on. I had to wiggle and unplug then replug the hdmi connection. I returned the pc according to there return policies which was accepted. I was told refund would be credited to payment method on file as soon as it was received which was 2 weeks according to customer service rep. ***** contacting customer service again I was told refund would be on the 29th of Dec.which is way past expected date. I called customer service again and was told refund would be the 29th of Jan. ****. I asked to speak to a superviser, I was placed on hold then disconnected. I tried to contact a superviser 3 more times and was disconnected every time. The customer service rep. did not want to connect me with a superviser they kept saying they would handel my issue. AMAZON has lied to me about the return, was rude and unaccomidating,and still has not credited my payment method. PLEASE investigate this matter asap. THANK YOU *****************************
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 refund on your order #***-8382462-7877039 and the unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

Upon reviewing the complaint and order details, I see that the return authorization was created on December 10, 2023 and returned on December 11, 2023.

Once an item is returned, it can take up to 30 days to process the return and issue a refund.

I would request you to wait for maximum time of 30 days from date of return for refund to be initiated.

For more information on Return policies, you can view our website Help page using this link:

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

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:12/23/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This month my account has gotten locked three times and have to keep calling support and waiting 24 hours to get unlocked.They say to confirm my order but I had my account for ao many years and this month been locked out three times.I even get locked out to prime for 24 hours so why do I pay for service.Support can't tell me nothing they don't have a reason this is happening I want a refund for 3 days of Amazon prime due to account keep getting locked
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 that you Amazon account is locked.

Upon checking I see that the account linked to the email address from which your are contacting is not locked and the Prime Membership is not active on this account.

Please share your email address linked to the locked Amazon account.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Initial Complaint
Date:12/23/2023
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.
On November 16, 2023, I returned 2 Solium security cameras to Amazon via the *** on **************** (I originally purchased 4 at $99 plus tax each). One month later, I still had not received my refund. I attempted to contact Amazon through its online system but kept getting the runaround. I tried customer service and got looped around. I tried help but got looped around. They said that I would receive my refund once the merchandise was returned. I contacted *** who verified that the merchandise had been returned one month ago. I went back to Amazon and got looped around over and over. Finally, I googled their phone number, and waited 30 minutes to speak to "*****", who had a really thick accent and was difficult to understand. I gave him the information, he checked, and assured me that I would get an email within 24 hours that the money had been refunded, I did not. I called again, and spoke with "*****" (who had a thick accent and was difficult to understand) informed me that there were multiple WRITTEN?? requests for the refund, so I would need to verify my identity. I asked him why they could not simply return the money to the same source that paid for it, but he said he could not, and at one point, told me he would have to hang up the phone on me. I received an email a day later, telling me that I had to scan my picture I.D. and the barcode in order to receive me refund. Reluctantly, I did. After waiting again, I received another email telling me that I would have to wait 3 days, and then request a refund yet again. They have my photo, the barcode, and my refund that they did not refund back to the source (credit card) from which the funds originally came.
Business Response
Date: 12/25/2023
Hello *******,

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 your order ending with #**** and unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

Upon reviewing the complaint and account details, I see that your ID information is submitted on December 22, 2023.

Once the document is submitted, our specialist team usually resolves the query in 3 days after reviewing the order.

After this time, you can contact back and our team will share the status of the investigation with you and any next steps that we might need to take.

Here's a direct link to our Contact Us page: ***********************************************************************

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
***********************************
Customer Answer
Date: 12/29/2023

Complaint: 21051358

I am rejecting this response because:
I still have not received m6 refund. I followed the link sent by"*****"? at Amazon and it took me through the same loops again. It went from: 1) Contact us to, 2) ***************** Can I help with any of these?) , to 3) Return initiated, to 4) Check return or refund status to 5) Returns/refund status, to 6) You've requested a return of this. WITH NO OTHER INFORMATION REGARDING THE REFUND

Sincerely,

*************************
Business Response
Date: 01/08/2024
Hello *******,

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.

I'm sorry to learn about the problem with refund on your Order #***-0440308-5021005 and the unpleasant experience when you tried contacting our customer ******************** team. It is certainly not what we expect our customers to go through.

Upon reviewing order details, I see a refund of $214.00 is issued successfully on Friday, January 5, **** for the 2 items returned.

The refund will ************** next 3-5 business days on your card/account.

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

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

Once again, we apologize for the inconvenience this situation has caused you.

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

Customer Answer
Date: 01/11/2024
After 6 weeks, 3 long calls to Amazon from a phone number that I had to ****** to obtain, and an intrusive request from Amazon that I send them a copy of my driver's license picture plus the barcode, ********************** has finally sent a refund back to the same credit card that was used to originally pay for the purchase.
Initial Complaint
Date:12/23/2023
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.
DECEMBER 18, 2023, I purchased a Mishimoto 6.7 powerstroke Air to Water intercooler. Upon receiving the item on December 23, 2023, I unboxed the item on video as I had received a string of issues from the Amazon Warehouse store. What was in the box was not an authentic Mishmoto product. The intercooler lacks a serial number on the rear of the part, the company name on top of the part, and its logo to the left, as shown in the first three attached pictures was covered in coolant. The last three are pictures of the product from Amazon's site, which mirrors the pictures on *********'s site. I contacted the customer service number, notifying them of the issue. The representative stated they could do nothing to resolve this issue. Amazon sent an email requesting me to send a copy of my government-issued ID. I called again to speak to another representative about the email I was sent and asked where I could provide a copy of the unboxing video. He would not address the email and stated they did not need the video. The video is linked as well. *************************************************
Customer Answer
Date: 12/26/2023
The company Misihmoto was contacted, pictures/video of the product listed as theirs sent by Amazon was shared with them. Their response is attached.
Business Response
Date: 12/27/2023
Hello Ivory,

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.

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request.

We may also request additional information before granting your request. Amazon takes all security-related matters very seriously and your account security is our top priority.

Please submit your ID in the link sent to your registered email address on December 23, *************************************************************** place to ensure that your personal information remains secure.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

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

Sahitya
Amazon.com

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

Complaint: 21051287

I am rejecting this response because:
This is a violation of my privacy as your company has misused personal information leading to FTC settlements. It is not my responsibility to prove my identity after you have sold me a counterfeit item, additionally it is a violation of your *** policy.
Sincerely,

Ivory West
Initial Complaint
Date:12/23/2023
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.
113-6725265-0678652 PCN racing wheel has been returned and no refund issued back and reps saying it could take 30 days for a refund when amazon has always issued a refund once dropped off and now it has become issue i have no product or refund and now i have to wait for up to 30 days to get a refund from amazon after i have had one issue with my product to get a second one and it didnt work either and reps very rude to me on the phobe i get it is the holiday/weekend fine i will **** it u til Friday Jan 1st,2024 for my refund even through i need to money back since i didnt get what i was suppost to get from amzon a working item. I can move on from amzon as they have losted me as a customer for good once i get my refund i will be closing my account never ordering from them again.
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 sincerely apologize for the inconvenience caused with order.

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

I've reviewed the order and see a refund of $83.13 was processed to your **** on December 26, 2023.

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.

As order was purchased using gift card credit, $81.86 was refunded back to your account as gift card balance.

Order Total: $164.99
Total Refunds: $164.99

You can view your balance and activity here:

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

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

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

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:12/23/2023
Type:Sales and Advertising 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 spent tons of money utilizing amazons services/products. A few months ago I heard about their vine program where they let you test products to review them for their company. In order to be chosen for that program you must first leave reviews on products you have purchased. So, for the past few months I have been leaving reviews for almost every product Ive purchased in hopes of being chosen for their program. Well, on Dec 4th I went to leave a review on a misleading product on their site & was told that I could no longer leave reviews & that all of my reviews had been removed due to suspicious activity. I had no clue what they meant, I made tons of phone calls & sent tons of emails & got nothing but automated replies & was told by customer service that the only option I had was to email the email address that never even replies at all. Finally I spoke to the escalations *************** alluded to the fact that he thought I had some kind of relationship with a vendor or something. He started an appeal email for me, to which I got the same automated response Id already gotten. This whole situation has just been ridiculous! The fact that I cant even talk to a real human being to find out what exactly is going on is absurd! They ask for customers to write reviews about their products then just wipe out all the reviews Ive wasted countless hours writing without even giving me any real explanation. I seriously wish there was a company comparable to Amazon, cus Id definitely switch because of this whole situation.
Business Response
Date: 12/26/2023
Hello,
Thank you for bringing this matter to our attention. Based on additional details discovered during a holistic investigation we are unable to reinstate the reviewing privileges of Customer *************************** and the customer has received appropriate communication.We have noticed unusual reviewing, rating, or voting activity associated with this account and determined that the ban is valid and the account will remain banned. Based on the nature of our work, we are unable to provide any additional information regarding our investigation.
Sincerely,
Customer Answer
Date: 12/26/2023

Complaint: 21051035

I am rejecting this response because:
The business sent me the same exact automated response I had already received. No further investigation was actually done by the business. There is no logical reason for the ban.
Sincerely,

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

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