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

58,246 total complaints in the last 3 years.
21,805 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: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 I purchased a cell phone for my mother on December 15th and I was sent the wrong item! Not only just the wrong item but a damaged bottle of shampoo and other products melted and made a mess all over my porch. When I went to amazon with this issue I figured it would be okay since Im a prime member and I have been with amazon buying items for a while. But when I talk to the customer service Instead of being refunded Ive have been requested to give them outrageous personal information that Im not comfortable sending over non encrypted email. I had got another email stating that now I need proof for getting the wrong item after THEIR OWN **************** representative told me to dispose of it. This was before I was told that I needed to give up my sensitive personal details!
Business Response
Date: 12/19/2023
Hello ******,

I'm Srilaxmi 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 sorry to learn about the problem with your order ending with #**** and the incorrect information provided when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

I assure you that we will review previous conversations and if any incorrect information was provided to you, our colleagues will be coached accordingly.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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 submit your information, it can take up to 3 business days for the team to finish our investigation.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
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.
Amazon canceled my order (#***-9419408-05738030 and took all my gift card balance. Now, I missed my Christmas gift thanks to stupid Amazon account specialist. I have attached my gift card receipt to prove a actually bought those gift cards..
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'm sorry to learn about the problem with your order and gift card balance. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and account details, I would request you to share serial number, card number of the gift card.

Once we receive the information, we will be sure to review and get back to you with an update on it.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/24/2023
Hi ********,

Business Response
Date: 12/27/2023
Hello *****************,

I'm Srilaxmi 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 learn about the problem with your order and gift card balance. It is certainly not what we expect our customers to go through.

To help you with this issue , I have partnered with our internal team and they've successfully issued $30.54 gift card to your account.

Here are the details of the gift card :

Gift Card id: ****************
Gift Card value: $30.54

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/18/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed this order for shipment on Friday and not only did they lose my item but they are also expecting me to wait for the funds another **** business days how is that fair to me when Amazon never delivered my item. Also now they keep asking for my id for my security these people are in ***** *********** or who knows where I dont feel comfortable sending my IDENTIFICATION. Please assist me as I have been a prime member for more than 10 years.
Business Response
Date: 12/21/2023
Hello Ashba,

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 learn about the problem with your order and Id verification process. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/27/2023
Nothing was done I asked for a telephone contact that was never done they only sent a generic email with robotic auto response. I am continuing to have the same issue where I have to fight for everything that I paid for even if its Amazons fault. I am not satisfied at all. At this point I am highly disappointed and pondering about canceling Amazon all together. Please assist have Amazon call me somebody from their executive office not someone in a foreign country.
Initial Complaint
Date:12/18/2023
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.
I ordered this item from Amazon. When i received the item it was completed in a bad state with both the item and the box damaged. I tried to complain this to amazon immediately but then now they are asking me to verify my personal information unnecessary to the complaint i raised and saying they won't do anything until i disclose the information which isn't needed for them!
Business Response
Date: 12/19/2023
Hello Janardhan *******,

I'm Arun 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 the return refund and ID verification.

I apologize for the inconvenience.

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.

Also, amazon takes all security-related matters very seriously and your account security is our top priority.

We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review/investigate and get back to you with a update on refund for the mentioned order.

Unfortunately, we'll not be able to take any action on it without the verification is done by the team.

However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

If there was any other alternative, we would have surely helped.

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/19/2023

Complaint: 21027615

I am rejecting this response because:
I received a package from Amazon which was delivered with box open and damaged. I didnt even do anything and requested help immediately. This has nothing to do with my ID. I have been a prime member for more than 10 years now. The information requested has nothing to do with my request. All i requested from them to check the images and videos and asked for resolution! This has nothing to do with fraud or verifying my information.

Sincerely,

*********************************
Initial Complaint
Date:12/18/2023
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 dropped off the following Amazon returns (per their digital code procedure) at *** on December 12, and the company won't update the following orders in the portal. Despite the items being in transit almost a week ago, the company is now demanding highly personal information, is involving an undisclosed third party, and won't issue refunds for the orders.Dropped off at *** on Dec. 12:113-7321018-8963430: ***** 113-0671177-7693057: ***** 113-1637864-2305000: ***** 113-6058250-6633808: ***** 113-9488601-6259433: Returned a defective replacement for original. order: 112-4662137-4421811, ***** I'm providing my drop-off receipts from *** on Dec. 12.
Business Response
Date: 12/21/2023
Hello Lala,

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 learn about the problem with refund on your orders that are returned. It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

Once you submit your information, it can take up to 3 business days for us to finish our investigation.

After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/21/2023

Complaint: 21027507

I am rejecting this response since the business failed to issue a refund and continues to ask for confidential ID information that a business shouldn't have. This violates my privacy and increases vulnerability to my information.
Best,

LK
Initial Complaint
Date:12/18/2023
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.
Dear amazon customer service,Thank you for being so helpful regularly, but I have to come here. they weren't able to refund me my Amazon credit card rewards **** points when I cancelled the order 114-8432617-9731405, and another order I cancelled on 11/27 for 277 points. It'd be great if you can change the system to do it automatically for the future.Thank you for helping to resolve this.
Business Response
Date: 12/21/2023
Hello Y ****,

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 learn about the problem with refund on your order #***-8432617-9731405. It is certainly not what we expect our customers to go through.

Upon reviewing the order details, I see there is no charge initiated on the order as the order is cancelled before it is shipped.

Hence, we are unable to process refund on the order.

In this case, if the points are deducted, I would request you to contact the card provider/bank to get help on it.

For the other charge of ****************************************************** so that we can review and help you with it.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/29/2023
The business didnt offer a satisfactory resolution and dont return charges on a credit card they co-operate.
Initial Complaint
Date:12/18/2023
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.
ORDER # ***-9443952-3245019 Good day , I'm a prime member and i made some purchase before chrismas. I bought a book and it never arrive so I contacted the support to wait 48h and now they say i need to report something I never receive an update or an email about it we are the dec 19 and i didn't get a replacement for this gift...
Business Response
Date: 12/19/2023
********************,

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.

Im sorry to learn about the problem with your order #***-9443952-3245019. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and order details, I see that the team requested an incident report through email on Monday, December 18, 2023 at 8:15 PM (PST) with subject : "A Message from Amazon Customer Service".

I request you to please provide an Incident Report to our Specialist team, as requested.

Once submitted , team will review and get back to you with an update on it.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/18/2023
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 24 2023 I ordered some sunglasses trough the try-before-you-buy scheme program from Amazon.After returning them on the window given me to do so under the program, I noticed it passed weeks and the return have not cleared at my account. Worried that my account could be charged I called Amazon.To my surprise I was told that if I do not give them my personal information sending a picture of my drivers license to a third party, that they refused to name, they would not let me know what is happening to that return and would not assure me that I would be charged for the sunglasses.They said that for the refund of some products it is necessary to give my sensitive information to a no-named third party at their sole discretion to receive the refund.I (nor anyone else who fall at this trap) was never told that in order to return the try-before-you-buy sunglasses I would have to give them sensitive and personal information. Much less to a third party whom Amazon refuse to name. If was clearly told that I would never request those. Up to this day you can order a sunglass under try-before-you-buy and no clear message about the need of sending your information to a not named third party to return is given by Amazon. Meaning Amazon keep on trapping people with it.Because of that I decided, and I believe everyone should do the same, to cancel my long time prime membership. I still have no resolution for the matter, Amazon still refuses to let me know anything related to the return in question.Also they do not assure me, as requested many times, that I will not be charged for the itens already returned to them, as that was done during the return window of the try-before-you-buy scheme.
Business Response
Date: 12/21/2023
Hello,

I am Mahendra 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 the order #***-8619657-0438639 regarding the item.

I understand that our concern 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,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/18/2023
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.
Purchased Ring Doorbell on 11/23/23. Upon receipt, I realized I no longer needed it due to an upcoming move and submitted for a refund. Unopened item was dropped off at *** on 12/5/23, delivered to Amazon's return site on 12/7/23. I've checked back several times since for my refund, and finally reached out today, 12/18/23. I continue to be told that there was abnormal activity on my account that has held up my *********** will not be issued under any circumstances until I email a copy of my ID. Since this 11/23/23 purchase I've made 10+ additional purchases without ever being asked to verify login or reenter payment information to protect my account. I find it absurd that Amazon would stoop to such practices in an effort to cheat their customers out of money. If I hadn't inquired about this it seems they never would have reached out to say there was an alleged problem. I would like a full refund for this product. If I could additional money (percentage) for damages as well that would be wonderful. People need to know about this bait and switch tactic.
Business Response
Date: 12/19/2023

**************,

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

I understand your concern about submitting Government issued identification proof for refunds.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.

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.

Thank you for your understanding.

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

Regards,

*********************** A.
Customer Answer
Date: 12/23/2023

Complaint: 21027373

I am rejecting this response because:
I do not feel comfortable divulging personal information online in order to receive a refund on an item I paid for, then returned, which they have confirmation of receiving the return. Amazon alleges that it's a security issue due to unusual activity on my account, but cannot provide details on what that activity is. In addition, I have since made more than a dozen purchases on Amazon since the item was returned. If the company had truly deemed unusual activity going on, usually they'd a) reach out with correspondence; b) require me to reenter card information instead of selecting from a saved payment; and/or c) require me to log back into the account before proceeding. None of this was done. Amazon didn't even reach out to let me know they weren't issuing a refund until I submitted documentation! I had to reach out and inquire about it. That is not good, ethical or legal business practices. Furethermore, nowhere in the return policy does it state that government identification may be required before a refund will be issued. Holding monies hostage in an effort to receive additional information that they are not entitled to is wrong - the refund is issued back to the method of payment.

Sincerely,

***************
Customer Answer
Date: 12/29/2023
I think it is absolutely absurd that the Better Business Bureau will not protect the rights of the consumer.
1) Allowing enforcement of a rule that is not posted anywhere.
2) Find nothing wrong with allowing a company to hold a customer's mey hostage when they have not actually provided a service/product and/or have already received AND returned the item.
3) refuse to acknowledge the fact that the company kept the money AND product, without any intentions of informing the customer that they would not release funds until additional documentation was received. They were okay with keeping my money and it makes me wonder just how much they're profiting off their customers due to this practice.
Initial Complaint
Date:12/18/2023
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.
Dec 9th 2023 Order 112-8948577-8952212 I had ordered a PXN Racing Wheel system from amazon and requested for a Replacement as the first one didn't work so i contacted by chat and they did that until; *** didn't have a set time and talked to ****** an amazon **************** rep on Dec 14th about the product and she had sent me a email saying NOT to return the Item back to them and keep it but Amazon is NOT cancelling *** Pick up for me and *** is NOT allowing me too and i was talked to contact them myself but Now i am asking for help to Fix this attached is the letter from amazon i do keep a copy or pictures of our Documents
Business Response
Date: 12/19/2023
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.

Im sorry to learn about the problem with return on order #***-8948577-8952212. It is certainly not what we expect our customers to go through.

I'm sorry you received a notification indicating you were required to return the item; you shouldn't have received that notification. I've fixed this error for you.

I confirm that we no longer expect you to return the item from order #***-8948577-8952212.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/19/2023

Complaint: 21027339
I have Revived another Notice from *** because you guys aren't letting them know to cancel the pick up please do something about it or contact me at ************ i have documents showing and again today i am getting tired of it.

Sincerely,

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

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