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

58,188 total complaints in the last 3 years.
21,789 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:12/20/2023
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.
March 17, 2023. I decided to finally purchase our iPad that I had looked into comparing all and decided that I wanted to pet the ninth edition. Long story short months later probably about six months later. I realize that I did not have the knife addition that I had the eighth addition After going through a lot of stuff just to return it Amazon finally said that I could return it and they will give me a refund. I got an email stating that they was gonna give me a refund. I turned in the wrong iPad but thats the one that they sent me they sent me the one that I sent back another word. Theyre trying to save it. Im being fraudulent with them and thats not true But basically even worse is and this is the reason for my case I take full responsibility and not knowing that I had the wrong iPad for all of those months but they will not send me back that iPad or any other iPad and they will not refund it they cant keep everything and thats what theyre doing. They have not returned my money. They have not given me the nine that I originally ordered and they wont give me the eight that they claim that they didnt send me but they did.. about a complaint with the ******** attorney general, and they sent me back a reply, saying that they were extremely busy and that I should try to settle it between myself and Amazon. I tried and tried and kept running into brick walls made me come to you is two weeks ago decided to buy a MacBook Pro and the one that I specifically picked because I already know that you have to be aware of the age of **************** I found one it was a 2019. I received the computer two weeks later I had an issue with Bluetooth called Apple support. Even the serial number I was told it was a 2015 not a 2019. I just dont think that this is no coincidence that they gave me a 8 instead of 9 iPad and now I ordered a 2019 MacBook Pro and received a 2015. Can you please help me Im not worried about the MacBook I just want my iPad the ninth edition
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 113-7569772-3077858.

Based on the records, our team confirmed your return contained Apple iPad **** 8th Gen Model A2428 s/n GG7DD04KQ1L0 with dirt and scratched instead of the original 2021 Apple iPad 9th Gen (**** inch, Wi-Fi + Cellular, 64GB) Space Gray (Renewed). While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct.

At this point of time, we are unable to refund or take action on the order. If you would, like to appeal you can respond to the email sent from **************************** on November 6, 2023.

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

Complaint: 21036071

I am rejecting this response because: they keep saying the iPad I sent back is not the one that they sent to me. I only had one iPad and thats the one I sent back. I told them before to contact Apple to see if I registered an iPad 9 th edition and I pretty sure the day I received that iPad I used it for the 1st time and its gonna come up the 8th edition. I bet my life on it but its my fault for not checking it and time went by so by the time I realized it wasnt a 9 everything we in Amazons favor what I am complaining about is 1st of all there was no scratches because it was always in a cover so thats a llie and how many hands do it go through before its in the way to the customer. It is possible that someone switched it but it wasnt me. The other Ithing is why I received the scratched up iPad 8 if its supposed to belong to me? They cant take my money, send me the wrong product get that product back. Dont give me the refund or the iPad nine that I paid for and keep the one that they alleged mine.. im not walking away from this with absolutely nothing I dont even have the iPad eight that youre alleged is mine so somebody needs to send me something because you have to send me back what I sent it. Thats my problem. I want what I paid for and if I cant have that then send me what I had.

Sincerely,

***********************
Initial Complaint
Date:12/20/2023
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 requested a refund on the returned item and Amazon is requesting my government ID which is nothing to do with issuing me a refund. Tracking information shows that Amazon already received the returned item. Simply they are trying to make it harder to refund me and this is illegal and I do not feel comfortable sharing my ID with ********************** and I do not need to which is my right.
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 to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

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.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/20/2023
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.
Amazon will not refund my money on several returns even though I filed them correctly and sent the items back. I ordered 2 sloth Thanksgiving shirts that were too small. They were unworn (just tried on and repackaged) order 113-9311946-9054605. $15 each. Items received by Amazon Nov 17. No refund over 30 days. I ordered a vinyl record christmas at kings. The record had scratches so it was repackaged and returned. The item was not used just sent back after original condition was not acceptable. Item 113-1352871-7122669. $24.65. Item recieved by Amazon November 20. Amazon is requiring proof of ID for refunds and will not process my returns. I sent the items back and they are now in their possession. My returns should be processed.
Business Response
Date: 12/22/2023
Hello *********,

I am Srujan 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'm sorry for the inconvenience caused with the orders #***-9311946-9054605 and #***-1352871-7122669.

I've reviewed the details of the order and got the items refunded back to your payment method on both the orders.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

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

I hope this helps. Have a great rest of the day!
Regards,

****** K
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.
Transaction Date: 11/16/2023. Product ordered. Deer Run Walking Pad 2 in1 Under Desk treadmill. Product returned/picked up unopened /unused in **********, **** on 11/27/2023 by **** Amazon.com order number: 112-5562828-6902651. *** Ground tracking number: 1Z9758R12642092307. Tracking claims that returned item is still in transit as 11/28/2023. Location: ********, *******. Their is no shipper information listed in ********, ******* and when I tried to contact Amazon, I was constantly shunted to an automated service. I have requested a full refund from Amazon and am still waiting for some kind of reply from a live agent @ Deer Run or Amazon
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.
On reviewing your complaint, I see that you're concerned about refund for the item returned.
On checking, I see that you were refunded for the return on December 23, 2023 in the amount of $172.89 and this was refunded to the payment method used on the order and you should see the credit on your statement in 3-5 business days.
1 x DeerRun Walking Pad 2 in 1 Under Desk Treadmill, 2.5HP Low Noise Walking Pad Running Jogging Machine with Remote Control for ************ Lightweight Portable Desk Treadmill Installation
Free Principal: $159.99
Tax: $12.90
Total:$172.89
Once processed, you'll also be able to see the refund request here:

***********************************************************************************
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:12/20/2023
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 12/8/2023 I have reached out to Amazon customer service for the return of the Deer brush guard that did not fit to my commercial van. I was told by Amazon agent to mail the item back, no specific instructions, just to mail from the nearest post office, and to email Amazon return receipt showing shipping fee charged, so they can reimburse me for the fees. I mailed the item back and now today is 12/20/23, and I am calling for a 3rd time trying to get my refund. The agent named ****** refused to provide reimbursement even though I was told they will provide refund of full amount. She states now that Amazon is offering $150 instead of $430.27. I requested to speak with the Manager, and ****** refused to connect me with the manager. She said that Managers do not take calls, and then I requested to speak with the Supervisor. The supervisor ***** refused to provide the refund as well stating they need to contact the seller, even though I did not make purchase form the seller, but though Amazon to make sure that transaction is legit. Now I am having issues Amazon not fulfilling they promise and have to deal with issues of loosing my own funds for something I do not even have. Can you please assist, and protect the customers from Sellers committing scams thru Amazon, and making Amazon fulfill their promise? Thanks Sincerely, *****************************
Business Response
Date: 12/22/2023
Hello,

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

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.

*****
Amazon.com
*****************************

Customer Answer
Date: 01/19/2024
Order date: 11/23/2023
Order # ***-4017807-7321027
Item description: Black horse ********* grille brush bumper guard modular black.
Can you please re-open the case?

Thanks
*****************************
Business Response
Date: 02/07/2024
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 am truly sorry to hear that you were not refunded for the return of the bumper guard in Order #XXXX4256. As an Amazon Customer myself, I can understand how frustrating this would be.

Our system does limit a refund to $150.00 per order. We have processed the $150.00 on Order #XXXX4256. You will see this reflect your bank statement in the next 3-5 business days.

In order to refund the remaining $280.27, we have 2 options:

We can issue a Gift Card in the amount of $280.27
I can refund $150.00 on another order in the account using the same payment method.

Please reply to this email with your refund preference and I will personally respond with next steps.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 02/08/2024

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 to provide gift card for the remaining balance of the refund. Please discuss with your reps to make sure not to promise anything to the customers if you are not able to honor it.

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 bought a liter box for my cat, 2 -3 weeks into it, it broke. So I asked for a refund and I bought a better one. Amazon representative asked me to upload my ID so they can verify it. It has been a week so I call them back again, they ask ** me to submit my ID again. I was told I only have to do it once. I refused to do it again because I already did, the representative doesnt give me a chance to talk. She told me they refund me $16 already , I asked her why so little, the cat litter box I bought was $347. She then said it was a mistake, they still investigated. I was told last week it will take 3 business days and I waited more than 3 days . It feel like they trying to scam people money.. I ask to talk to someone else with higher rank, she said she is the highest. I told her she is not the highest. She then hang up on me. I have been a prime member for so long, because of my stroke I buy everything via Amazon and now the treated their loyal customers like trash. Please help
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've reviewed your complaint and completely understand your disappointment with regards to return on refund for order 112-2030679-8553005.

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

Upon checking the order I see that the return hasn't processed yet. Usually once the carrier receives your return package, it can take awhile to arrive at our *************** In most situations, returns are processed by Amazon in 30 days. In some situations, it may take longer.

This additional time allows our ************** to find and process the item.

Although the return has been marked as delivered, the ************** has to complete the return processing before the refund is initiated.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation.

Fore more information refer to our Refunds page for more information:

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

With regards to ID I see that our team is still reviewing your submission. It can take up to 3 business day for us to finish our 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

Complaint: 21035847

I am rejecting this response because:
I was told by the representative last week that it would take 3 days after I submitted my ID. After I submitted my ID the first time, one of my items was refund but not the cat litter box. Again with the new rule about ID verification for every item we return, they dont send out any notification to let us know about rule change. They only do this with more expensive items. As much as I dont like uploading my ID again, I did it anyway. And was told again it would take 3 days. I just hope they will refund me as their representative said. Im waiting for my refund. Thank you
Sincerely,

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

I'm Prashanth from Amazon.com.

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 refund for this order.

Kindly, wait till the return process is complete and our contact our team via call or chat, so that we can review the ** submitted and help you further.

We appreciate your time and patience in these regards

Regards,

*********
Initial Complaint
Date:12/20/2023
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 is now delivering packages via **** they used to deliver via **** **** does not deliver to my house. My mailbox is 1/4 mile from my house. The **** is having me pick up packages that do not fit into my mailbox at the post office which is 7 miles from my house. *** contacted amazon 6 times since April requesting that my orders be delivered via **** I pay amazon prime fee which is supposed to deliver packages to my house. They are not fulfilling their contract with me. Now Ive had 3 orders disappear. I am aware of other amazon customers that have their packages delivered via **** I do not understand why amazon will not deliver via *** to my house.
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.

Im very sorry to know about the delivery experiences youve had with ***** While we don't have much control on the carrier's method of delivery or their service, we do have other actions that we can take, should the carrier's delivery issues become frequent.

We can raise a request for carrier depriortization. In order to proceed further, kindly help us with the 3 order IDs on which you've faced the issue to same shipping address, so that we can review and help you with it.

Please do include the complete shipping address as well, as we need to include those details in depriortization request.

Giving priority to other carriers doesn't guarantee that this carrier won't be chosen in the future, as some delivery methods are only assigned to ***** This change is specific for a particular shipping address. If you send items to a different shipping address, the carrier might be chosen to deliver the package.

Please note that making changes to your address on file, such as adding a new phone number or updating the name, will result in the priority lowering request being deleted.

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,
*********
Initial Complaint
Date:12/20/2023
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.
I returned an item and they are not processing my refund. They are asking me to upload very personal information to investigate my account They are saying they will not refund me until they get my personal information
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 112-8458006-2316214.

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,
*********
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.
Good day, I was a seller on the amazon.com marketplace we are a small business located in **. One day we woke up to an email that your seller profile is deactivated I called amazon's seller support and they told me it was to ensure the products we sell are authentic I had sent in all of my receipts and they still rejected it. I then wrote a plan of action and they rejected it, they are currently holding around $4,357 and will not disburse it. I then got in contact with a superior and they told me I will have to attend an interview to verify everything, after waiting for 3 weeks no one showed up for the interview at all and left me hanging. This has taken an immense toll on me and my business and they keep charging me inventory fees for inventory I do not have anymore in amazon to slowly dwindle my amount. I have contacted them about 40 times now through email, phone and website and they reply in the same generic way. What I would like is to just receive my $4,357 for the orders I have completed, shipped out and delivered. Thank You!
Business Response
Date: 12/24/2023
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 12/22/2023.

Regards,
Amazon
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.
For the past several months I have been double and triple charged for Prime service. I have to contact via chat, shuffled to 4 departments and eventually receive an apology and reversal. This month I was triple charged. Over 75 minutes, 7 chat ************** call that I had to repeat everything to, emailed screenshots, being told early on one charge would be reversed.... I have received no further response or reversal. I will have to go through this again with my bank now. This seems to be the *** to skim money and if you catch it the *** is to cause so much confusion you give up. Furthermore, I have received packages unacceptably late, UNOPENED, and am told that to return them immediately, I'll need to repackage and pay $7-$10 shipping. This company is rampant, out of control, clearly completely unchecked and it is beyond fraudulent!!!!!!!! I'm happy to provide any proof necessary to attempt to put this billion dollar theft ring in check. Docs relating to return shipping available upon request for refund of 2 items to return totally approx $28
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 prime charge.

Kindly, help us with the 3 charge Ids received this month for prime subscription, so that we can review and help you with it.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

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: 12/30/2023
This was resolved through my bank. As far as I am concerned the complaint can be closed; however, it wasn't resolved through the merchant, if that matters. Thank you.

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