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

56,991 total complaints in the last 3 years.
21,536 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:12/20/2023
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 had two orders from Amazon that arrived damaged/used, I stated that in the return. The returns were accepted and I returned them using the ** code Amazon provided. I dropped them off at *** and the returns went through successfully. Now 6-8 weeks later I am being recharged for my orders even though Amazon confirmed they received both orders and confirmed I would not be charged and to ignore the email because they did in fact received them. They said they were received but likely hadnt been sorted yet but confirmed they had them. When I got the inital email about the potential charge I contacted Amazon right away and both times they said I would NOT be charged. Yet, I was charged. When I contacted Amazon regarding these charges, they made me confirm my identity and send my ID then I had to complete incident reports which they just kept responding claiming things were wrong on my incident report and no rep is willing to help at all. They end the chats if you try to talk to anyone or try to get any help. I now am having to dispute the charges through my bank because I returned everything to Amazon. I am really reconsidering my Amazon account after these two experiences. I shop on Amazon for literally everything but now I am considering taking my business elsewhere to a company that actually values their customers. They also tried claiming I returned the wrong item and the item they named off as what I returned was an item they refunded me for because it was MISSING from my package. How did I return a missing by item??Order date: Oct 1st for $22.25, Order #***-1487053-5733821 Order date: Oct 22nd for $18.54, Order #***-0348744-1842611 If your making returns to Amazon, keep all of your proof because Amazon will scam you!!
Business Response
Date: 01/02/2024
Hello *****,

I'm Priyanka 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 hope this email finds you well. I'm sorry to hear about the trouble you've had with your returns.

I've been working closely with the relevant department, and I've verified that all charges have been refunded as of Friday, December 22, 2023 at 10:56 AM (PST), back to your original payment method.

You should see the amount reflected in your credit card statement within 3-5 business days, as this depends on the processing speed of your bank.

I apologize for the inconvenience this has caused. Thank you for your understanding.
Best regards,
********
Amazon.com
Initial Complaint
Date:12/20/2023
Type:Delivery 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 purchased an Orgone Pyramid on Order # ***-3685398-1272257 and the item had a manufacturing defect. I immediately initiated a return with Amazon and shipped the item back to Amazon. They received this item a month and a half ago and I still haven't been refunded. Amazon won't respond or update the return status.
Business Response
Date: 12/22/2023
Hello *******,

I'm Priyanka 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 hear about the trouble you've had with your refund for the replacement Orgone ********* *************** Orgone Generator - Lapis **************************** of Life Orgonite ********* Meditation Aids ***************************** Wealth Wisdom - Spiritual Christmas Gift from Order ID: ********************.

I've issued a full refund via the original Order ID: *******************, back to your original payment method.

Refund total = $24.95.

You should see the amount reflected in your credit card statement within 3-5 business days, as this depends on the processing speed of your bank.

I apologize for the inconvenience this has caused. Thank you for your understanding.
Best regards,
********
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:12/20/2023
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 am an Amazon prime member. I order things off Amazon several times a month. Sometimes I buy things in duplicates being different styles, colors or sizes all at once then return what I dont like and keep what I do. As of recent I have noticed Amazon is charging me for items I have sent back. They were mailed back within the time frame, not late and in the original condition Amazon had given them to me in. When I call Amazon customer service the representative even acknowledges that yes I have sent my item back and it has made it to our warehouse. But Amazon is now duplicate charging me for items I have clearly sent back and stating in order to get my money credited back to me that I have to send them pictures of my ID, and possibly other items of verification if they feel necessary.Its absolutely unnecessary that they need my ID to process returns and refunds. I want my money back without having to upload my ID and other items of verification if they feel necessary.
Business Response
Date: 12/22/2023
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to order returns.

After careful review, we see the information communicated by our team is correct. 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.

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":
************************************************************************************

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.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/22/2023
I have checked my account and I have things dating back to January 2022. Items I packed and mailed back and I was charged for anyway. If I upload my ID I will be compensated for all duplicate charges? I dont understand why my account is under investigation when Ive done nothing wrong. Ive done my part and have returned my packages and Im being punished by being double charged for them.
Initial Complaint
Date:12/20/2023
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.
Tried to request a refund for an item for which I received the wrong color from the listing. Was told I needed to submit government issued ID in order to get a refund, and then when I tried to do so was told my ID was not able to be validated. Amazon is blatantly committing fraud at this point to avoid providing refunds for deliveries that they mess up and I need my money back ASAP.
Business Response
Date: 12/22/2023
Hello,

I'm Prashanth 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 for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account ***********************/your-account).

We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/22/2023

Complaint: 21038716

I am rejecting this response because:
No resolution provided. The order number is 111-0245752-5488208

Sincerely,

*******************
Business Response
Date: 12/29/2023
Hello,

I'm ********* from Amazon.com.

Thank you for writing back to ** with the order **.
Upon review, we are unable to validate the ** submitted. This is due to various reasons such as the photo could have been blurry or the ** was expired. You are welcome to re-submit your ** to continue the investigation.
I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. At this moment we are unable to provide a replacement/refund for this order.

We appreciate your time and patience in these regards

Regards,

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

Complaint: 21038716

I am rejecting this response because: As I have told the business multiple times, I have re submitted my valid ID multiple times and they continue to refuse to accept it or provide my refund.

Sincerely,

*******************
Initial Complaint
Date:12/20/2023
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 got into a fight with the driver who delivered item status number TBA310643530983 The driver used foul language and attacked me verbally upon delivering my package and throwing it on the ground against my door.The supervisor promised me $70 refund on my Prime membership. And raised the esculated issue to the warehouse. and supervisors.Then when she was passing me over to the people to issue the refund.They refused to do it, and hung up on me before even helping me.This is every single time I call.Then I call back and the agents refuse to help me and refuse to let me speak to anyone.I want my $70 + 2 hours work pay for being on hold after being attacked and offended by the drives that you have been protecting for 4 years.I make $30/hr $70 + $60 = $130
Business Response
Date: 12/22/2023
Hello,

I am Naveen 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 and completely understand your disappointment with the delivery service and the supervisor. To help you with this, I request you to write back with order ID so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to bbb@@amazon.com if we can be of further assistance.
Initial Complaint
Date:12/20/2023
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.
On Dec. 13th I cancelled an order, order# 113-7715695-6929029. As a PRIME member I have spent so much energy and so much effort calling and going in loops with the chat bot with no resolution. I simply used $5.45 of my cash back rewards from my Amazon account toward a total $10.65 purchase and have not received back my cash back rewards into my Amazon account. This adjustment is missing from both my Amazon account and ********** who is handling this account or **********************. Please advise.
Business Response
Date: 12/22/2023
Hello,

I am ******** 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 refund for the cancelled order.

I'd like to inform you that, Amazon does not proceed to charge any customer unless the item is shipped. Since you have canceled the order before the shipment was done, you were not charged for it. You may see an authorization hold by the card issuing bank.

Generally these authorizations are released by the bank within ***** hrs after cancelling any order. If you haven't seen it back post this timeline, I kindly request you to please contact your bank for the disputes.

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:12/20/2023
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.
Refused to give me my refund unless I gave them my id - which is a violation of privacy. Not only that but Amazon shares information with third party companys Im not comfortable with providing my Id !
Business Response
Date: 12/22/2023
Hello,

I am ******** 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 refund.

I'm unable to find the order details using the information you have provided. I request you to please help us with the order# and the registered email id so that I can look into it and help you further.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:12/20/2023
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 order 114-1000619-5089864 purchased 11/25/2023 I was required to verify the delivery with a one time password.Amazon sent me used products. I returned the product noting on their app that I received damaged used items, I dropped off the return on Nov 28th to *** Returned 11/28/23 Amazon confirmed the items were received by their warehouse on Dec 1st. Their online tracker showed I would receive my refund on Dec 17th. It did not arrive. New date was Dec 20th. Did not arrive. I contact Amazon. They send me an email asking for me to upload my ID and stated they will not issue a refund until I do so and failing to comply (blackmail) will mean I will be unable to shop with Amazon. If I do not comply to this request they will not issue you the refund the owe for the returned products nor will I be allowed to investigate this sooner. I already verified my identity and purchase with the additional step of the one time password they required at delivery. Their privacy policy clearly states they will give my information to third party platforms and will not allow any other way of verification. I have spoken to 3 Amazon reps.
Business Response
Date: 12/22/2023
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 understand your concern regarding the refund for the order.

I've verified that you were requested to provide the details of the ** proof by our Specialist team. The ** is required to validate your account and verify the ownership. Without it, we are unable to proceed further for your reported order.

I request you to please follow the below link to provide the **:
*******************************************************************;

Rest assured that all details provided are secure. You can review our Privacy Notice by clicking on the below:
******************************************************************************************;

After the ** is provided it would take 3 business days for an update. I request you to please contact us through chat or call post this timeline after uploading the ** for further help.

I apologize for the inconvenience this has caused. Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 12/22/2023

Complaint: 21038450

I am rejecting this response because: it is a huge invasion to request me to upload my ID ONLINE where you've clearly stated it will be sent to a 3rd party platform. Your personal security policies are that you allow that information to be sold in batches to 3rd parties. If I provide my ID ******************** will sell that information and that is completely unacceptable. It is also NO WHERE in your return policy that this step is needed. I WAS SENT USED PRODUCTS THAT ARE IN YOUR POSSESSION, THERE IS NOTHING FURTHER THAT IS NEEDED. you have confirmed my product has been received by Amazon so anything less than a refund is stealing.

Sincerely,

********************
Initial Complaint
Date:12/20/2023
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 ordered an excellent condition Surface Pro 6 tablet on Nov 27th and it arrived on Dec. 1 but the battery drained fast and screen had marks on it so I wanted to return it and get a refund into my Amazon gift card balance. Amazon arranged a free pick up for me. *** picked it up on Dec. 5th and gave me the tracking ID and it was delivered to an Amazon returns center on Dec. 8th. However on the amazons refund status page it didnt show that it was picked up so I talked to Amazon chat support in which I was asking if it should already be marked as picked up already, they didnt answer my question and instead got rid of my pick up return page and replaced it with a drop off one that I still have to this day. It just shows that return is started but nothing else. I have talked to multiple chat associates and some have told me that they can confirm that they do have my item and that the refund should be processing. However I chatted to another one today to see how the process was coming and they then told me that I need to provide ID for them to even consider providing my refund because of abnormal activity even though the tablet is already RETURNED. I am uncomfortable with sharing my ID as well, as I know a lot of people experience identity theft this way. I just want my refund now.
Business Response
Date: 12/22/2023
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 understand your concern regarding the refund for the order.

I've verified that you were requested to provide the details of the ** proof by our Specialist team. The ** is required to validate your account and verify the ownership. Without it, we are unable to proceed further for your reported order.

I request you to please follow the below link to provide the **:
*******************************************************************;

Rest assured that all details provided are secure. You can review our Privacy Notice by clicking on the below:
******************************************************************************************;

After the ** is provided it would take 3 business days for an update. I request you to please contact us through chat or call post this timeline after uploading the ** for further help.

I apologize for the inconvenience this has caused. Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 12/22/2023

Complaint: 21038437

I am rejecting this response because:
They still insist on having my ID. I will contact an Attorney General about this if they do not initiate an immediate refund for my already returned item.

Sincerely,

*************************
Initial Complaint
Date:12/20/2023
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.
I noticed a charge on my account for $13.01. I decided to do some additional research and noticed I have been charged $13.01 for a few months. I looked at my subscriptions on my amazon account and noticed there was paramount plus added that I never authorized. I looked at the invoices and have been charged since 08/28/2022. Please see attachments provided. I called customer service and they were no help, provided me incorrect information on when the subscription started and then went on to say I used the service as I watch a TV show that is only able to be watched with paramount plus. I naturally thought the show that I watched was apart of my amazon prime account not paramount plus as I never signed up for paramount plus. I find that to be incredibly misleading. Also once I informed ******* I have in fact been charged since 08/28/2022 she said she would do additional research and hung up on me! I would like full reimbursement for the amount of months I have been paying for paramount plus since 08/2022 as I never authorized it to be added to my account.
Business Response
Date: 12/22/2023
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 hear about the problem with your Paramount+ subscription and to hear about the inconvenience you experienced and your interaction with customer service.

I've cancelled the Paramount+ Channel subscription to make sure you won't be charged on the scheduled renewal date. I've issued ************************* the amounts charged for the subscription fees. The refund amounts are as follows:

October and November: $13.01
August and September: $12.89
December - July (8): $10.74

These refunds should be processed in the next three to five business days. We are unable to refund subscription orders that are more than 1 year old.

Please see the Prime Video Terms of Use for full information on cancellations and refunds: ****************************************************

You can view, manage, and/or cancel your active Channel subscriptions from the Manage Your Prime Video Channels page in Your Account:

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

If you have logged into the Prime Video app on a connected device, such as a smart TV, you can also manage your Prime Video Channels subscriptions by navigating to the Settings (gear icon) in the app, then selecting Subscriptions.

To prevent accidental purchases in the future, you can turn on parental controls and Purchase restrictions from your Prime Video Settings. For more information on how to turn on parental controls, go to: ***************************************************

I hope this information helps!

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 12/22/2023

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,

Bree-*****************

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