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

58,351 total complaints in the last 3 years.
21,826 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:12/19/2023
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 closed my account without any specific reasons. They said that if I try to open a new account, they will close it too.
Business Response
Date: 01/12/2024
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 12/28/2023.
Funds in your account (if any) will not be disbursed.
Sincerely,
Shiv
Amazon.com
Initial Complaint
Date:12/19/2023
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.
On or about November 22, 2023 I ordered a $99+/- pair of grey ******* loafers for a gift. The shoes eventually shipped and I received a message they were at the Amazon locker ready for pick up. I picked them up around about December 1st 2023. Upon opening the box I discovered they were not the shoes but a set of shot glasses. I called Amazon and explained what happened providing pictures and the name of the customers order that was put in the locker instead of mine. The supervisor was asked for replacement and refund and after some talking he agreed issuing the refund back and then sending the shoes as well. I have a confirmation email that Amazon would honor that exception. Around about December 14, 2023 I got a notification that the replacement pair could not be delivered due to a full Amazon locker. I contacted customer care and I was told to wait and the item should be redelivered. Not only was it not redelivered, there was no movement on the item tracking. Since these were a gift and it was almost a month of waiting for the shoes. I repurchased them again myself around about December 15, 2023. I called chatted and then asked for a call around about December 19 2023. I asked to be refunded and receive a credit for the inconvenience of being almost a month in and no shoes, unkept promises and dealing with the deteriorating service. I was told no by ******* and I asked to speak to a supervisor. I spoke to ******, and she saw all the history and refused to honor the exception Amazon agreed to in writing and verbally on a recorded line. I have never been more frustrated with Amazon in my entire customer experience. I have spent thousands of dollars with Amazon not including the subscription price for their prime shipping only to be repeatedly let down. I work multiple jobs and use Amazon as it saves time for me but I am seriously considering termination of the relationship.
Business Response
Date: 12/22/2023
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'm sorry for the delay in delivering your recent order.

I've researched and see full refund was already processed from our end. Unfortunately, it's not possible to issue a refund for any delayed package. However, I've forwarded your feedback to our concerned teams. They will investigate further and make sure this doesn't happen again.

Customer feedback like yours is very important in helping us continue to improve our website and services.

Thanks for your understanding.
Customer Answer
Date: 12/22/2023

Complaint: 21029353

I am rejecting this response because: Amazon sent the item and refunded it. It was promised on a recorded line and I expect to get the item I was promised. You then after making that promise failed to deliver the item to the locker because it was full and never redelivered . I want to speak to Amazons office of the President. I do not want to speak to anyone else in Customer Service.

Sincerely,

*************************
Initial Complaint
Date:12/19/2023
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.
On Nov 11, 2023, I placed an order for ASUS ROG Strix GeForce RTX **** OC Edition Gaming Graphics Card (PCIe 4.0, 24GB GDDR6X, HDMI 2.1a, DisplayPort 1.4a) [********************************************] with ORDER # ***-3393783-3818606 on Amazon.com for a total price of $2,938.54. Upon receiving and installing it, I noticed there was an issue with the item received. While I had ordered a GTX ****, I received a GTX ****. I have pictures of the item and the installed item being reported at a GTX ****. I contacted Amazon CS regarding this and told them and they said they would get back to me on Nov 27, 2023. I was never contacted back. I then placed a return myself with *** pickup. *** tracking - 1Z6E55402667162513 - reports it as delivered on Nov 30, 2023. Amazon then claimed I would have my refund by Dec 16, 2023. Then it changed to Dec 19, 2023. And today, the 19th, it changed to Dec 24, 2023. As such, I contacted CS again regarding this and they are requiring my to send my government issued ID to get the refund due to "abnormal activity." I have no idea what this abnormal activity is and they are refusing to tell me. I am very uncomfortable with sharing my govt ID to ********************** due to privacy and data concerns. I cannot trust that information with an Amazon customer service rep. **** is a huge violation and breach of my personal privacy - and all for a refund of an already returned item. The item is in the possession of Amazons hands and they are refusing to refund me. I am unsure of where to turn so I am filing this complaint with the BBB in hopes that it will amount to something.
Business Response
Date: 12/20/2023
Hello Naquib,

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've reviewed the complaint and understand your concern regarding refund for returned item from Order 114-3393783-3818606.

I apologize for the inconvenience that you've experienced in this case.

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

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

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

Please submit your ID using the link sent to your registered email address on December 19, *************************************************************** place to ensure that your personal information remains secure.

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

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

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/21/2023

Complaint: 21029257

I am rejecting this response because:
I am not satisfied with this answer. I still do not know what this "abnormal activity" on my account is. If my account activity was truly abnormal, you would not let me continue using the account - as that is the most sensible thing to do.
I do not understand why my ID is needed to verify my account. Accounts are typically verified via a OTP sent to the users email or phone or a 2FA method.
You say to trust that you have all the policies and security measures in place to protect my data but you cannot provide any proof nor details on how that is the case. I am not going to blindly trust a for-profit company that has no business with my ID to store it on their servers.
Amazon has been provenly breached multiple times in the past and they have been fined multiple data for **** data violations. If you are willing to violate the **** requirements, I can't imagine what you would be willing to violate in the US where protections are lesser.
I will NOT be submitting my ID to ********************** so that its many employees can have access to my information.
Amazon is already in possession of the returned item. You have only one option now. Send me my refund. Otherwise I will have to pursue a chargeback. That is a process I would like to avoid due to the length of time it takes and I'm sure Amazon would like to avoid because it is a permanent **** on their record.
Sincerely,

*********************
Initial Complaint
Date:12/19/2023
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.
My order was delivered to the wrong address and I specifically paid for the overnight delivery. There is a reason I needed it overnighted. However, there is proof that the items were misdelivered. The picture by the driver clearly shows that its the wrong apartment. My apartment is 206 not 202. The first girl I spoke to offered no resolution telling me I had to wait til Wednesday because of their drivers mess up. They cant call the driver to redeliver. If I was able to wait 1-3 days I would not have paid for the overnight. The supervisor **** has a terrible attitude and did not make the experience any better. He should not be in a supervisor position. There is no reason I should have to wait when the mess up is obvious and clear and there is proof based on the photo. That is ridiculous and Amazon needs a better system in place for situations like this. I had to reprocess the delivery and pay for it again to get it by the next day. I want this delivery to be dropped off at my correct door. Misdelivered package info: Tracking ID *************** Order ID *******************
Business Response
Date: 12/30/2023
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 112-7725925-1325049. Ive forwarded the details you shared to the ******** Service Provider for immediate improvement and they will be reviewing and working on this further.

I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on December 20, 2023 for $55.9. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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,
*********
Initial Complaint
Date:12/19/2023
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 asking for my id in order to process my refund due to abnormal activity. Ive been a customer with them for over 3 years now and never have been asked for my id over an item that I have returned
Business Response
Date: 12/31/2023
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.

Once the carrier has received your package, it can take up to 30 days for us to receive and process your return. Check on the status of your return by visiting:

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

As our returns team processed the return, your refund of $53.86 was issued on December 22, 2023.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/19/2023
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.
Please restore my access to my this account.
Business Response
Date: 01/11/2024
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Useon the Amazon shopping website.
Sincerely,
****
Amazon.com
Initial Complaint
Date:12/19/2023
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 received my item on Nov. 30th. They have been giving me mixed dates when I will get my refund. First it was dec. 12, dec. 19 and now dec. 24th. I contact someone via chat and they told me that they sent me an email to show my ID for a refund. I been with Amazon since 2017 and never had to show my government id and not going to now to amazon. I never got an email to show my id for that item. They have been doing that lately for returns on customers. I just request a return on the site, print the the label out and sent it back. This is the reason I can not get my refund. Copy and Paste chat from dec.19 10:07 AM Dec. 19th ***** | **************** Please be rest assured I am here for you and I will get your issue resolved.It looks like we have previously requested an ID from you, but the portal expired and can no longer be used. Because we noticed abnormal activity on your account, we need to begin an investigation of your account. The 1st step in this investigation consists of ID collection and verification. We may also request additional information before granting your request.To begin, we need you to submit a valid government-issued ID, which we will validate using one of our third-party service providers. If we are unable to verify your ID, you will no longer be eligible for a refund on this order. If we are able to verify your ID, then additional investigation steps will be taken in order to assess your refund request.You will receive an email with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. You can contact back and we will share the status of the investigation with you and any next steps that we may need to take.
Customer Answer
Date: 12/20/2023
I open this account years ago and did not need an ID to open an ******************** account. They have been giving me numerous dates when I will get my refund and it has changed. I was able to find two dates to show that they gotten my item but keep changing the refund date. When I contact them via chat on 12/19, they are going to tell me that they sent an email to show id in order to get the refund which I never did get. Magically, I got one on 12/19 around 10 am which I had attached. So, I had been waiting on a refund for weeks and it show that they got the product on 11/30/2023. I got the run around from a chat associate and then the final message they said "because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund, and I have 6 days before the window closed or I will not get a refund for an amount that they got back. I do not understand what the abnormal activity or they are just not trying to refund my money. I'm not comfortable providing amazon a copy of my license where I did not need a license to purchase the item. I'm just returning like their policy allow. I was not given an issue to get a return label and send it back, but they give me an issue to refund my money which they have received the product. I purchase from the all the time and never complain to them about any abnormal activity on my account. I dealt with missing items, used items sent, wrong items sent, products that broke my family out and drivers with camera proof taken a picture of the item on my porch and coming back to take and I still remain a loyal customer. I just want my refund and be done with Amazon. Please help,
Business Response
Date: 12/21/2023
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 see that you've contacted as need to submit ** proof for refund on "Speed Racer" returned in order ending with 7804. I apologize for the inconvenience this has caused.

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
*****************************.
Customer Answer
Date: 12/21/2023

Complaint: 21029033

I am rejecting this response because:
I have returned a basketball the same time l return the game. The basketball did not have enough air to bounce correctly. You see the attachment l had no issue getting the refund back when they got the ball and no ID needed. Also, it shows that they got the game and why l need ID for a return item and they still did not guarantee a refund if l give my government Id to ************************** is the first time l ever needed to shiw id when they gotten any returns. I dealt with wrong items sent, used items sent from amazon, stolen packages from their own driver when they took pictures and came back and took it and said delivered and l had proof because we have a camera system and l still remain a dumb loyal customer. I didnt need to show ID to purchase items from amazon so why l need to give amazon my government to get a refund that clearly show they got the return. Help me understand why they need Id for a return they gotten back? Would you give them your ID to them for a return that they got? I do not trust or feel comfortable given amazon my id

Sincerely,

*****************************
Initial Complaint
Date:12/19/2023
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 bought three items from amazon and it was to be shipped to amazon locker. when i rcvd notification that items were available, i went to pick up but the locker door was jammed and would not open so i was unable to get my items. i called amazon several times and rcvd the run around, they told me go back to locker tomorrow and attempt pick up again. i did that.....but the locker still would not open. about 24 hours later, the order now showed in my app as picked up, but i did not pick up, and no one else in my house did either. i chatted w amazon through text and was advised i would be given a refund. i never got the refund and kept getting the run around w customer service. i just want my money back, as i never got my items.
Business Response
Date: 12/20/2023
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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed your account and see Order ID: ******************* and 113-0002326-9068250 were delivered to amazon locker and all shipments in these orders are scanned as Package picked up from Amazon Locker.

I do see $20 Promotional credits were added to your account on December 17, 2023. These credits to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

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

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

Regards,

Sahitya
Amazon.com

***********************************
Initial Complaint
Date:12/19/2023
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.
Hello. On Tuesday, December 19th my Amazon.com account was wrongfully closed. Granted, the last few years Ive lived here we had some issues with packages. I couldnt find a package from this last week and complained about it. I was sent an incident report to fill out to get a refund. This morning, December 19th, a neighbor has brought my package to me as she received it and didnt realize it wasnt hers. I hadnt moved forward with getting a refund for this reason. I had honest issues and dont feel this decision is fair. I use Amazon for many things and my neighbors also have had issues of amazon drivers accidentally delivering packages to the wrong house. Please advise as I dont agree with this decision and I want my Amazon.com account back. My email is *************************
Business Response
Date: 12/21/2023
Hello Hailey,

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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I understand that you are concerned about your account. I've reviewed and see our team had sent you an email on December 19, 2023 with subject "Your Amazon.com inquiry" from ofm.

Your account is active however it is restricted to digital purchases due to violations of our returns and refund policy.

If you would like to appeal this decision, reply to that email to reach an account specialist. They will assist you further.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/21/2023

Complaint: 21028975

I am rejecting this response because they are only allowing me access to digital media only. I would appreciate if my account was fully restored. I have not falsely reported anything and had real issues with Amazon and they are not listening. This is unfair to me as a customer and after YEARS of being a ********************** member I cannot believe this.

Sincerely,

*****************************
Initial Complaint
Date:12/19/2023
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 have been an Amazon customer for 10+ years, But in Nov 2023, ********************** closed my account after I submitted all the required documents proving my ownership of the credit card/payment etc.
Business Response
Date: 01/20/2024
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.

Sincerely,
***
Amazon.com
Customer Answer
Date: 01/20/2024

Complaint: 21028838

I am rejecting this response because: Amazon made the decision base on no valid reason, only trying to eat customers money. It is not honest way of doing business.

Sincerely,

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

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