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

58,262 total complaints in the last 3 years.
21,811 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: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.
Bought few few items on amazon .Us...One was missing said delivered...Others came defect..A shoes..A ginger bread house..N a body wash..The house came in only the maufactuer box..No additional saftey package..So it came crumbled inside..N the box was damped as it delivered late the night .An was left outside on pourch until morning.Body wash was leaking .Shoes look worn..Etc...But amazon waited until i asked for a refund to say that my account had abonormal activities and needs a ID CARD...Why wait till that time to notfiy me of my account behavior ?Why do i need a id...When i purchased they didnt meed my id to verfiy my account or credit card so why ask for my ID CARD to refund?...I dont feel safe giving amazon or any site my ID CARD.. But all agents keep saying ID CARD or no help.....and that was it.Im also not sure if i can get pics if these items as im no longer in that state an left those stuff as they were no good in apartment ..Not sure if they got thrown out by home owner..
Business Response
Date: 12/24/2023
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 an order placed on our website.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. 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. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order. 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,
****************
Customer Answer
Date: 01/02/2024
I'm not satisfied... I reached out to bbb.org for help and got the same result where Amazon replied to bbb.org saying I still need to provided I'd ..for replace ment or refund...I got refunded for a item from the same account ..days later for an item I orded the same time with these ones that I'm having issues with.. so how is it I didn't need an ID FOR THAT refund ..but I need for others....ITS THE SAME ACCOUNT!
This is unfair an a scam...PLEASE ASK AMAZON TO REFUND I DONT WANT A ANY ITEMS BACK JUST GIVE ME MY HARD OWN MONEY PLEASE
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.
Amazon Order# - 114-2859106-3269025 I pre-ordered and item that was advised to me by Amazon via email and online support that my item would be delivered to my on Dec 21, Date has come and gone and No item, When I contact Amazon CS I keep getting the run around, Tracking shows that my package was at my local distribution center and item was placed on the delivery truck then nothing.2 dys later after reaching back out to Amazon I was then advised that the item got damage on the delivery truck.Replacement item should have been over night - It wasn't Amazon CS should have been clear with me on the issue - They were not.My time was wasted by amazon for 2 dys - I need to be compensated.Item need to be delivered - ASAP.
Business Response
Date: 12/24/2023
Hello ******,

I'm Praveen 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 for the issue you had with the order.

I would like to inform you that the shipment with the item Transformers Toys was delayed in transit. However, please Wednesday, December 27, 2023 before we can take appropriate action.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 12/27/2023

Complaint: 21049962

I am rejecting this response because: Item still has not received by me.as I have stated in the beginng a replacement should have been sent right then, no reason to have waited.
Due date is here and still in item.
please send replacement and credit my account for the mount of the item because Amazon wasted my time.

Sincerely,

*****************************************
Business Response
Date: 01/17/2024
Hello ******,

I'm Praveen 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 for the trouble you had with the order.

I've checked and see that the replacement order has been delivered on Sunday, December 31, 2023. I hope this helps!

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
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.
I am trying to return an iPad. Amazon is requiring *** to pick up the product.This requirement was not disclosed at purchase.*** does not have access to my building and cannot pick up the package. I have asked Amazon to provide a mailing label and Id drop off the iPad for return but they refuse.So how can this return be completed when *** does not have access to my building and does not prove a window for pickup and Amazon refuses to provide a mailing label or even let me know which *** location I can go to to get the label.There is a timeline for returning this product and Amazon is prohibiting me from returning the iPad. Again, Amazon did not disclose the *** required pickup for a return and I have no control over my apt building not allowing *** access to the building.
Business Response
Date: 12/24/2023
Hello,

I'm **********;**********;from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for any inconvenience caused.

I understand you'd like to return the item via return drop off method. To make this right for you, I've created a drop off return label. Please follow the link below to print your mailing label:

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

This page contains instructions on printing your label, preparing your package for return shipment, and finding the *** drop-off location nearest you.

You can track your return on its way back to us here: ***************************************************************

Once the carrier has received your item, it can take up to four weeks for us to receive and process your return.

Thanks for your understanding.
Customer Answer
Date: 12/31/2023
You havent even given me a week to respond!!!!!!!!
Yes, they sent a mailing label.
thank you.
Customer Answer
Date: 01/10/2024
If this complaint is regarding Amazon not willing to provide a mailing label and *** not able to pick up an IPAD, then this is resolved and I submitted a response indicating that I was able to get a label, after submitting the ** Complaint, and this case is resolved.
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.
Company Misdelieverd packages, has a picture of them being dropped off at the wrong place, but apparently it's my problem and they consider it stolen and I have to get a police report which I've done. Also they've destroyed the same item 2 times and now are just not refunding me, and I purchased an item it said a delivery date, then the next day it says a week later, but they can't cancel it, and now I've got to wait weeks and weeks to see my money back yet again because they decided to lie to customers and not give a s*** about it, ruined multiple Christmas presents, and I've had enough of this company getting away with this nonsense. They don't care about there customer, wmand when I asked for the person I was talking toos information, she closed the Chay, typical amazon.. they need to be kept in check, isn't that your job, why is this ok?
Business Response
Date: 12/24/2023
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 the mis-delivered packages.

Upon reviewing I was unable to find the order you are having trouble with, please provide the order ID along with the item names and if multiple orders are in question, please mention them as well so that we can check and assist you with your issue.
However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************
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 am accusing Amazon of false advertising. They had a promotion for 10 of 40 worth of a certain category. As you can see from the picture it said I qualified but did not give me the 10 when I tried to check out. I spent 45 minutes on chat with totally inept representatives. Amazon is way too big for its britches and gets away with any thing
Customer Answer
Date: 12/24/2023
The offer is still showing up today with the same results. No credit
Business Response
Date: 12/24/2023
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 the promotional credit offer for $10 if you place items worth $40.

Upon reviewing I see that you've added 2 qualifying items to your cart which make the total over $40, when i checked the terms of this offer I found that the promotional credit will be applied after 30 days of the shipment being delivered.

So in this case, I would request you to place the order and wait for 30 days and you will receive a $10 promotional credit as part of this offer.

You can find the terms & conditions of this offer in the below link:
*****************************************************************************************************************************************************
You can see that right under the green banner which says get $10 promotional credit when you spend at least $40( Two links one is How to claim & other is See Terms):
In the terms, the 2nd point states the following:

Promotional credit will be automatically added to your account 30 days after shipment. At that time, you will receive an e-mail from Amazon that indicates the dollar amount of the promotional credit and that the dollar amount of the credit has been added to your customer account. The e-mail will also provide instructions on how to redeem the promotional credit.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 12/24/2023

Complaint: 21049842

I am rejecting this response because:
In all the years Ive been shopping with Amazon there has never been a delay of 30 days for credit. Yes I see after researching what you said that is the 30 days but it does not say that on the product page. Also in my. 45 minutes in chat with customer service not one of your ill informed customer service representatives knew this information. I will not be ordering the order to wait 30 days for my credit. Very displeased with your customer service. I will be finding bargains elsewhere.
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.
Amazon is allowing reviews that are against their own community guidelines and are sending a copy and paste denials when I point them out. The reviews are based on shipping and packaging which is what Amazon supplies. The reviews are not about the product. This "community" that Amazon provides to look over reviews is either not up to date on requirements or simply do not care about their customers. I have clearly outlined the page the guideline is on, the reason, and the product. I am consistently not given any reason, just a copy/paste reply that is exactly the same for each.I do not understand. It clearly states this and these are what the reviews are about. NOT THE PRODUCT. IT IS ABOUT AMAZON, THE SELLER. THE PRODUCT IS THE ***** Please go into great detail why the review stating the product shipping package damaged review does not apply to your guideline below:************************************************************************************************************************************************************************************* Here is the exact verbiage:What's not allowed Seller, order, or shipping feedback We don't allow reviews or questions and answers that focus on:Sellers and the **************** they provide Ordering issues and returns Shipping packaging Product condition and damage Shipping cost and speed Why not? Community content is meant to help customers learn about the product itself, not an individual experience ordering it. We definitely want to hear your feedback about sellers and packaging, but not in reviews or questions and answers.
Business Response
Date: 12/24/2023
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 the issues with the community guideline regarding the reviews removal.

I've reached out to our concerned team regarding this issue and I will report back to you once they conclude their investigation.

I will reply back once I receive an update from our team, I'd request you to wait meanwhile while I followup with them.

I appreciate your patience! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 01/04/2024
I just got an e-mail and do not wish to close this.
Customer Answer
Date: 01/04/2024
My complaint has NOT been resolved.
Business Response
Date: 01/09/2024
Hello ********,
I hope this email finds you well. Thanks for writing back to us.
I'd like to inform you that we will not have any option from our end on this issue and our team had already made their final say regarding this of not removing the reviews.
Weve determined that this review is within our Community Guidelines (available here ***********************************************) and will not consider the removal any further.
I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction.
However, we'll not be able to offer any additional insight or action on this matter.
We appreciate your business and hope to have the opportunity to serve you again in the future.
Regards,
****************

Customer Answer
Date: 01/09/2024

Complaint: 21049820

I am rejecting this response because:
It is clear in Community Guidelines that a review about shipping packaging is not allowed and the review is a complaint against Amazon for its poor shipping and customer service when the customer tried to return it to **********************.
Here is one of such reviews: Very disappointed in packaging. Paperback book for a gift and it is all wrinkled and bent.
It cannot be any clearer in your own words below:
*****************************************************************************************************************************************************************************************
Here is the guideline:
What's not allowed
Seller, order, or shipping feedback
We don't allow reviews or questions and answers that focus on:
Sellers and the **************** they provide
Ordering issues and returns
Shipping packaging
Product condition and damage
Shipping cost and speed
Why not? Community content is meant to help customers learn about the product itself, not an individual experience ordering it. We definitely want to hear your feedback about sellers and packaging, but not in reviews or questions and answers.

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.
I placed an order on 12/22/2023 for gift bags to be delivered on 12/22/2023 for a bunch on 12/23/2023. The order was not delivered on 12/22 and is expected to be delivered on 12/23 by 10 pm. The issue that I am having besides the fact that the order was not delivered, is that I pay for Prime membership on a monthly basis and I also paid an extra rush fee of $2.99 + tax for this order. I feel as though this is a scam if Amazon cannot deliver packages in a timely fashion, especially if they are paying for Prime membership AND rush shipping. I also placed an order ( # ***-8970251-1957019) which was placed on 12/14 with a delivery date between 12/21 and 12/23. The order is now to be delivered by 12/28. These slippers were supposed to be Christmas gifts for my great nephews
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 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 checked our records and see that, due to a delay on our end, the estimated delivery date for your order has been revised.

Our delivery estimates are based on item availability, the quantity ordered, and selected delivery speed.

If an item isn't readily available, we ship it from different facility center due to which delivery date was changed.

We would never want to disappoint a valued customer like you and we always endeavor to assist our customer with the best of our service so we can ensure that we fulfill all of their needs, however sometimes we fail to do so due to factors out of our control.

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

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

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:12/23/2023
Type:Customer Service 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.
Dear ***/************** acoount was lock on 22th Dec 2023, may you please help me to unlcok? Thank you. Best regards, BIAN
Business Response
Date: 01/13/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 12/21/2023.
Sincerely,
***
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.
Dear ***/************** account was locked on 22th Dec 2023, I have submitted all required documents. Please help me to unlcok my account. Thank you very much! Best regards,****
Business Response
Date: 01/11/2024
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/11/2024 confirming account reinstatement.

Sincerely,
Amazon.com
Customer Answer
Date: 01/17/2024

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.
I placed an order on December 20 with an expected arrival date of December 23. On December 23, 3 our 4 items in my order had a new delivery date of December 28, several days after Christmas. I contacted Amazon support to get additional information and I was informed that the warehouses did not have these items in stock and 2 day delivery means 2 days after the items shipped. Amazon is purposely selling out of stock items and over committing on delivery times. I do need the items but this is insane. Any other online retailer would not sell out of stock items but Amazon will still collect your money and bump your delivery dates while they wait for my stock. At Christmas time it is unfair. These items could have been bought elsewhere had I known they were out of stock. They are hard to find in store 2 days before Christmas. This is absolutely ridiculous.Order number 111-2389948-0293040
Business Response
Date: 01/03/2024
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 delayed delivery of your items "DLseego Purple Butterfly Flower Floral Switch Lite Protective Case Clear", "Switch Charger for ******** Switch, AC Power Adapter with 5Ft Charger Cable/Power Cord for ******** Switch and OLED" and "Btscase for iPhone 12 Case/iPhone 12 Pro Case, Heavy Duty Three Layer Marble Shockproof Full Body Rugged Hard PC+Soft TPU Bumper" from Order ID: ********************.

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

I see that these are returnable items. You can return the items for a refund if you no longer need those.

I've issued a $10 gift card to your Amazon.com account for any inconvenience. You can view your gift card balance and activity here:

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

Thank you for your patience and understanding.

Regards,
Pratap

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Amazon.com is BBB Accredited.