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

58,314 total complaints in the last 3 years.
21,860 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:12/22/2023
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.
I cannot access my account because it was locked for unusual activity. I was buying digital games, and I imagine that caused the account to be flagged. Normally it wouldn't matter, but since I cannot access the Amazon account I can't access the Amazon seller account either.Because of that I cannot ship any orders, respond to buyer messages, etc. which if this takes too long will cause the seller account to be banned as well.
Business Response
Date: 01/13/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 12/25/2023 confirming account reinstatement.
Sincerely,
***
Amazon.com
Initial Complaint
Date:12/22/2023
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.
Ordered November 28, 2023. $295.90 total. I am still dealing with this and my refunds keep getting denied. They are saying that my packages here were delivered and I have a police report to back that up. I have pictures of what my door looks like and it does not match the order pictures. I will include it all. I have spent weeks dealing with this. First one person says I need a police report, so I get one, then they tell me that my police report is not valid so I have them call the ***************** to verify report and this person tells me that if they can verify it I would be able to get full refund. She puts me on hold and calls, then comes back and tells me that it was verified but cannot refund it because they could not verify that it was me that made the report which legally for security reasons they cannot. I finally talked to another manager and he told me that no one should be asking to verify a name in the police report because that is a violation, he also stated that he can clearly see before the police report that they can verify it was me because they attached the form that I had to fill out and sign to get the police report. One person said it was not valid because the officer did not sign it. Different story all the time. Now because of all of this they canceled my Amazon account, how fair is that and it is restricted. Let alone I have $10 Amazon gift card on there that I cannot use. I included the incident report also that was submitted to Amazon. I had a customer service rep that hung up on me and now an email stated that they will no longer respond to me. The male manager that told me that everything was valid and put in the refunds told me that they have to go by the report but the ofc department denied all of them. This has caused me extreme emotional distress and will be contacting a lawyer, and posting on any social media platform that I can think of. Even one package in a picture was just thrown on the sidewalk, clearly not my apartment.
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 to know about the issues you're having with refunds and about the delivery of your orders.
Thank you for sharing the pictures of delivery as well as incident report. I wasn't able to access the incident report documents provided. I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 12/27/2023
114-4280863-2673855 is the order number they requested. Multiple deliveries, none to right address. I am not calling them anymore because they refuse to work with me, they promised me a refund with police report and didn't follow through plus every person gives me different answers and lies.
Customer Answer
Date: 12/27/2023

Complaint: 21049029

I am rejecting this response because: Look in response I sent.

Sincerely,

***************************
Business Response
Date: 01/05/2024
Hello *******,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
Thank you for writing back with the order details.
I've reviewed the details and see that our team has already sent the correspondence on the issue. Please note that we are not able to take additional actions, including overriding their decisions for next steps. Ive pasted their response below for your convenience:
----------------
Hello,

Our records indicate that you have requested a high number of refunds for orders not received.

All purchases of physical items from Amazon are made pursuant to a shipment contract. The risk of loss for physical items purchased on Amazon transfers to you upon our delivery of the items to the carrier.

We know that occasional problems with orders are expected in the normal course of business. In these instances, a refund or replacement may be issued after reviewing the orders on a case-by-case basis.
However, after thoroughly researching the delivery of your order 114-4280863-2673855, carrier confirmed that the shipment was delivered to your address in good condition.

As a result, we will not be issuing a replacement or a refund for the item in that shipment.
This decision is final.

We are unable to provide additional information on this matter and we may not respond to additional emails about this issue. If you would like additional details, you can review our previous correspondence with you and our Conditions of Use, available at the link below:
www.amazon.com/conditionsofuse
---------------
As informed, we will not be issuing a replacement or a refund for the item in that shipment. If you need any further assistance, please reply to the email above email which was sent to your email address associated with the order. I see that you've already responded to the email. Please reach out to the them for any further assistance on order.
We appreciate your understanding and hope to seeing you soon.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024

Complaint: 21049029

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 01/05/2024
Police Officer ****** from ************** tried to call Amazon and they refused to talk to him yet they expected the department to talk to Amazon. The police report is valid and no reason why Amazon is going against the report. Officer's ***** number is **** and PD number is ************. Case #G23027166.
Initial Complaint
Date:12/22/2023
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.
The instruction listed on there help page are no longer valid the links indicated do not exist to cancel you subscription. I feel that this is a predatory practice and wish for it to stop. They need an easy way to cancel your subscription.
Business Response
Date: 01/03/2024
Hello,

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

I'm sorry for any inconvenience caused.

I understand your concern about the cancellation of your Subscription. I've passed your message on to the appropriate department in our company for consideration. We value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers.

I'd suggest you to contact our customer service team if you're unable to cancel it. Here's a link to our Contact Us page:

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

Thanks for your understanding.
Customer Answer
Date: 01/03/2024

Complaint: 21049012

I am rejecting this response because:
It fails to address the fact that the instructions to cancel the accounts are not correct. It is very hard for the average person to cancel there subscription. I eventually figured it out but it was not because of anything Amazon provided.

Sincerely,

*********************
Business Response
Date: 01/03/2024
Hello ****,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I'm sorry for the trouble you've had with regards to cancellation of your Audible subscription.
I'm forwarded your feedback about the steps provided to cancel the subscription to the concerned team so they can work on updating them. We can't confirm if it will be changed right away but they will make changes gradually.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.
Further regarding the subscription, I can confirm your membership has been set to future cancel effective January 16, ****, an automated email confirming cancellation was sent to (PUT IN EMAIL ADDRESS.com). When canceling your Audible membership, any remaining credits are asked to be used as they will be lost since they are part of your membership benefits. A future cancellation, would give you more time to use your credits before the membership benefits end.
I hope this clears up any questions you may have had after canceling your membership.
I hope this helps.

Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
Regards,
*******
Amazon.com
***********************************
Initial Complaint
Date:12/22/2023
Type:Service or Repair 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 December 14th we received a toy from Amazon that we purchased. The toy that arrived was clearly not even close to the toy pictured. Attached are pictures of the listing and proof of purchase along with pictures of the received product. The toy was missing multiple features that were specifically highlighted in product features on the listing. We reached out and explained the situation and were told they would provide a 20% discount on the next order. Unacceptable to us for what we paid and also our son being excited so he can watch his favorite movie with one of his favorite characters. I should not have to explain to my children that someone sent the obvious wrong item. Im more upset that Amazon will not provide the right item that is listed AND advertised. I would like to have Amazon provide the item that we purchased. I dont want amazons money I just want the right item delivered as promised. Also on a side note the figure received versus the one pictured is way to small to what the listing says. I have attached several pictures of what we received vs what is listed. The item description is also attached with the features that are not on the toy. Im willing to provide anything you need to resolve this matter. Thank you for your time
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'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to hearing from you.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 12/31/2023
Amazon resolved the issue with a full refund but the seller did not. The seller is continuing to sell the wrong item to buyers which I think is wrong. Amazon did make the problem right though.

Thank you,
**************************;
Initial Complaint
Date:12/22/2023
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 purchased a desktop computer on Amazon.com on October 19, 2023. I returned the computer on December 14, 2023 to the *** store with the label that Amazon provided me. *** was unable to return the item to the customer because the customer has moved. ********************** refuses to issue my refund knowing this information about the seller. The seller is a partner of Amazons.
Business Response
Date: 01/02/2024
Hello,

I'******************* 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 completely understand your concern about the refund for your return. I've researched and see the refund was already issued on January 02. You'll see the full refund on your statement within 3-5 business days.

I hope this helps.
Initial Complaint
Date:12/22/2023
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.
They sent the wrong item, and refuse to refund the money or give me a way to send it back.Talk to a 4th person though chat that said they were going to do it but they didn't and are refusing to refund taxes on the order.
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've reviewed your complaint and I'm sorry to know you weren't refunded for taxes on "******** Skinny Syrups ***************** Syrup."
On checking, I do not see any taxes on the item, hence you weren't refunded. Please allow me to explain in detail. The order for the ******** Skinny Syrups ***************** Syrup is split into 3 into shipments. Below are the details of shipments:
Shipment #1 :
1. ******** Skinny Syrups ***************** Syrup, Vanilla, Salted Caramel & Mocha Syrups, Zero Calorie Flavoring for Latte & More, Gluten Free, Keto Friendly, **** Fl Oz, (Pack of 3) Variety Pack
2. hello Unicorn Sparkle Kids Fluoride Toothpaste, Natural Bubble Gum ******* ADA ********* **** 2+, No Artificial Sweeteners, No SLS, Gluten Free, Vegan, Pack of 3, 4.2 oz Tubes
Subtotal: $27.40
Shipping & Handling: $0.00
Tax: $0.96
Shipment #1 Total: $28.36
Shipment#2:
Housewares Solutions Froz Ice Ball Maker - Novelty Food-Grade Silicone Ice Mold Tray With 4 X 4.5************* Capacity

Subtotal: $6.99
Shipping & Handling: $0.00
Tax: $0.00
Shipment #2 Total: $6.99

Shipment #3:
Amazon.com Gift Card in a Red and Gold Mini Envelope
Subtotal: $20.00
Shipping & Handling: $0.00
Tax: $0.00
Shipment #3 Total: $20.00
Order Total:
Subtotal: $54.39
Tax: $0.96
Order Total: $55.35
Total Refunds: $14.99
I see that you've requested to return the "hello Unicorn Sparkle Kids Fluoride Toothpaste, Natural Bubble Gum ******* ADA ********* **** 2+, No Artificial Sweeteners, No SLS, Gluten Free, Vegan, Pack of 3, 4.2 oz Tubes " and the total refund for Estimated refund: $13.37* which includes tax. Hence as informed there are no taxes on ******** Skinny Syrup.
Shipment#1 total $27.40. Refunded: $14.99.
Refund for above item is $13.37.
I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*******
Amazon.com
***********************************
Initial Complaint
Date:12/22/2023
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.
For the returns that were requested on Amazon, Im being asked to verify my identity by submitting valid proofs and to fill out additional questionnaire.
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've reviewed your complaint and I understand that you're being asked to submit ** proof for your returns.
I understand that our concerned team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. Please rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. 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.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
*******
Amazon.com
*****************************
Initial Complaint
Date:12/22/2023
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 is not refunding me on a Go Pro Camera I have returned and they are requesting outrageous private information from me just to get my refund Like ID I dont feel comfortable giving any company my ID for any reason especially if I havent done anything wrong
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.

Upon reviewing the complaint details, I see that you are referring to refund for the item returned from order #***-6927974-8700268.

I understand that our concerned team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. 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.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
*******
Amazon.com
*****************************
Initial Complaint
Date:12/22/2023
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.
One of your drivers cut me off and proceeded to attempt to back into my car at a gas station. He had to be told by a worker to stop even after I beeped at him. For no reason should you have drivers that are unable to demonstrate road safety and intentionally attempt to hit other cars. While I doubt I will get anything from this unsafe situation caused by negligent hiring, I hope you will at least address this with the driver who clearly should not be in charge of a large vehicle if he is unable to handle it. I ha e attached a picture of the man and the license plate. It occurred at a wawa in ********** on 12/22/23.
Business Response
Date: 01/05/2024
Hello ********,

I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I'm really sorry to know about the experience you've had at gas station.I'd like to apologize for the inconvenience caused.
I've forwarded the details you shared with the concerned team and after verifying we will take appropriate action. However, we won't be able to release the outcome of the investigation.
Thank you for your patience and understanding and we hope to seeing you soon.
I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
Regards,
*******
Amazon.com
***********************************
Initial Complaint
Date:12/22/2023
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.
Transaction date 12/15/23; I paid $24.87. I called Amazon on 12/20 because was sent a message that my order was ready to be picked up from a locker; when I got there, the locker was jammed. I called Amazon, they said they created a ticket and told me to call back on 12/21 to have the item replaced. I called back and was told that I had to call back again today, 12/22 because they could not process the replacement. I called called back tonight and was told by a supervisor that the item was picked up 12/21 @7:21am, however, I received an email that says that the order was picked up @2:22am on 12/21; how did I receive an email 5 hours before they are saying I picked it up? Also, the store where the locker is was closed. I just wanted my vitamins, but now, after all of this, I want my money back. They have not tried to resolve this. Order number 112-4664279-4913046.
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've reviewed your complaint and I'm sorry to know about the issues you've had with the Order#***-4664279-4913046.
I've reviewed the details and see that our internal team has already sent the correspondence on the issue.Please note that we are not able to take additional actions, including overriding their decisions for next steps.Ive pasted their response below for your convenience:
---------
Hello, **********!

I'm so sorry to hear you didn't receive this shipment.

Unfortunately, our tracking shows that you or someone in your household picked up your item from an Amazon locker on December 21, 2023. Due to this we're unable to offer a refund or replacement.

If you haven't received your package, please check with any other members of your household who may have accepted your order on your behalf.

Thank you for your understanding.

Best regards,
Lion Q.
---------------
We won't be able to provide any further information apart from this.
Thank you for your understanding and hope to seeing you soon.
Regards,
*******
Amazon.com
*****************************

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