Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,635 total complaints in the last 3 years.
22,059 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:12/16/2023
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.
Complaint date: 12/15/23 - I have 54k rewards point through my chase prime visa w/ amazon - I went to chase's website to redeem the points - ***** said it transferred the points to my amazon account - However, I did not see the points applied in my amazon account - I called Chase, they confirmed i had the points I did, but said amazon had to resolve it - I called Amazon support and we did troubleshooting - We discovered my CC was not linked to my amazon account - We tried to link the card but i was not able to - We escalated - I was then told I had to enter the card as a payment method to my amazon account, make a purchase on it, and then in ***** hours i'd be able to link the rewards points and use them Issue(s) - 1) I was forced to make a purchase to redeem points I had ALREADY earned through other purchases 2) Leaving a cc attached to my amazon account creates a security vulnerability whereby if my account was hacked someone could use the linked cc to make unauthorized purchases
Business Response
Date: 12/28/2023
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 BBB complaint and I understand your concern with regards to your reward points through your Chase Prime Visa.

Our payments specialist have informed us that your card was registered in 2017. We advise you to please remove and re-add the card for the manual enrollment. We can see that card is not registered successfully. Once the card is re-added, customer should be able to view and redeem the points.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/16/2023
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 returned an item to Amazon and then was recharged for the item becuase it said it wasnt returned. But the amazing account says thank you for returning the item. Then Amazon is asking for my ID to start an investigation because of abnormal account activity. But they will not tell me what the abnormal activity is. They will not issue a refund without my ID and this is not something they have requested for any other item return before.
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.

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
*****************************
Customer Answer
Date: 12/19/2023

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:12/16/2023
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.
Amazon will not do a gift card refund that they guaranteed would take 2-4 hours. They keep pushing back when they will do it and its been 4 days. They are now saying that I have to send in ID in order to get refund.
Business Response
Date: 12/18/2023
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 #***-1027870-2978620 regarding refund for the items you returned.

I understand that the team requested you for the ** proof which you submitted. Based on return tracking information, both the item marked as returned on Dec 15, 2023.

The refunds are processed within ***** days once we receive your return. Shortly after, you'll receive an e-mail message confirming your refund.

I request you to wait for the returns team to process the return and issue refund.

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

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 12/18/2023

Complaint: 21014409

I am rejecting this response because:
When I processed the return I had the option to either have it refunded to my gift card balance in 2-4 HOURS after sending back OR back to my credit card in 7 days. I chose gift card in 2-4 hours and NOW I am having to wait ******************************************************************* my return process. I sent ID information as well which I should have had to do.
Sincerely,

***********************************
Initial Complaint
Date:12/16/2023
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 December 13,2023 I had a huegar laser level delivered to my home. After receiving the delivery from the driver I told the driver that it felt light for being a laser level. When I got inside with my package and opened it the item was missing from the box. I have reached out to Amazon about 20 times now and sent them a police report that I filed like they asked me to and still they say my police report is invalid. And that they will not be issuing me a return for the money I spent. This was a Christmas gift and it saddens me that Amazon is not helping in any form of way.
Business Response
Date: 12/18/2023
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 #***-3661776-3700242 regarding refund for the item Huepar 16 Lines Self-Leveling Laser.

Based on order details, the refund of $268.22 is process to your original payment method on Saturday, December 16, 2023 at 3:27 PM (PST).

You'll receive the refund within 3-5 business days and the refund confirmation email will be sent to your registered email address.

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

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/16/2023
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 has been giving me the runaround about a full refund on two items I returned to them via **** Their website verified receipt of the returns and claimed they would refund me by the date of December 15th 2023. I called earlier to inquire as to the reason for such an extended delay and was first told that it wasn't received, then later confirmed receipt but told I must upload a copy of my driver's license. I felt uncomfortable with this request, especially hearing someone clearly from ***** make such a strange demand that I had never received before. Today when I expected to see my refund, the date has now changed again, but luckily I took several Screenshot and printed the previous information.
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.

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

Complaint: 21014357

I am rejecting this response because: BOTH ITEMS WERE RECEIVED ON NOVEMBER 29TH
Anyone can tell that the person responding is sketchy because they are clearly telling a lie. I returned the items per their instructions via **** They were dropped off at a *** store and delivered and marked on their website as received on November 29th 2023. The original refund date was December 15th, and on that date, they moved up the refund date to December 18th. Once that date arrived, they have moved it up yet again. On my account in the Amazon site there is no information request for any government Identification. Only it comes from these foreigners who are communicating from a different place. If this were aligned with the company, it should appear on the account with a place on the website to upload such information.
See attachments

Sincerely,

*********************
Initial Complaint
Date:12/16/2023
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.
Subject: Urgent Better Business Bureau Complaint Regarding Damaged Item and Return Issues Dear Better Business Bureau,I am writing to file a complaint against Amazon regarding a recent purchase that has resulted in significant issues. On 11/30/2023, I ordered a $650 loft bed for my daughter, which unfortunately arrived damaged.I have encountered immense difficulties in attempting to return the damaged item. *** refused to pick up the package, citing incorrect shipping labels provided by Amazon. Despite scheduling a pickup through Amazon, no one has shown up, and I have faced unhelpful responses from customer service, including abrupt hang-*** and very rude and unprofessional representatives including Supervisors. As a result, three large boxes containing the damaged bed are still awaiting pickup. This situation is not only inconvenient but also frustrating, considering the substantial cost of the purchase.I kindly request your assistance in mediating this matter and ensuring a prompt resolution. I have exhausted my efforts to resolve this issue directly with Amazon, and your intervention is crucial in facilitating the return process and obtaining a refund.Thank you for your attention to this matter.Sincerely,*********************** ************* **************************
Business Response
Date: 12/19/2023
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
*****************************
Initial Complaint
Date:12/16/2023
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.
I purchased a ************* Game through Amazon. The cardboard box was torn down an entire side. The marbles and dice were not in the package. I followed Amazon's criteria for contacting the seller. I requested either replacements for the missing dice and *******, or a full refund. The seller offered only $7.00 as a partial refund, which is absurd. I can't find those exact missing parts through alternative online sources for less than $17.00 plus $5.99 shipping.So I reiterated my request per Amazon's criteria for getting replacements or refunds. The seller failed to reply. So I requested a refund through Amazon.Amazon replied that they refunded the $25.00 in full, which may take up to 7 days. And their automated reply stated that they sent an email regarding the process pertaining the refund. But I received no email at the email address they stated that they had sent their message. There is no Amazon approved method for contacting them about why I their automated service lied about sending an email. So even though they have stated I have been refunded, I have no email confirmation for my records. I even checked the Spam folder which I found to be empty. So Amazon lied.There is also a problem with their online refund form in that when trying to first contact them, it offered only option after asking about any shipping issues, that the problem had been resolved. Far down at the bottom of the page is an overwritten area where you can lodge a complaint. So customers will surely find the Amazon criteria for requesting refunds to be disingenuous and labyrinthine.Amazon needs to refund the full amount of my purchase after this laboriously time intensive process for getting my money back on a product they couldn't even manage to ship properly. Also, I expect them to send an email confirmation - which they lied about sending - affirming that I will receive the refund.(They should endeavor to refund money as quickly as they take it).
Business Response
Date: 12/19/2023
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: 12/19/2023

Complaint: 21014217

I am rejecting this response because:
The purchase was made Nov. 27, 2023. Amazon isn't looking very hard if they can't find a purchase I made that recently. They should try involving a human customer representative instead of using a computer to find a marble board game. They should also not reply that they have sent an email a day before they send an email.
They have finally sent an email - a day after lying about doing so - claiming they will refund the money in the amount of $25.00. We shall see if they get around to it after they spent so much effort dissembling about their actions. And it just isn't that hard to find a previous order described as a marble board game by a human. But Amazon's computer generated response reveals that their use of AI to replace human representatives has yet to measure up.
Should I ever receive the $25.00 refund, the issue on this product will be resolved.
And then I will delete the Amazon app because I will never purchase from such a deceitful retailer. That will resolve and dissolve any future relationship with Amazon. As much as I used to purchase through Amazon, an intelligent customer representative would have seen the folly in passing off a customer over a small purchase. Instead ********************** let's computers replace people, and royally screwed itself with another client - now a former client.

Still awaiting refund. Issue not resolved.

Sincerely,

*******************************
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 BBB complaint and I'm sorry to learn about the issues that you've experienced with your order of ************* Game.

Upon checking your order, I found the item was sold and fulfilled by a third party seller "Jiyuannieqiguanggaobu-us".

Further more, a full refund of $25.00 was issued towards your order on December 15, 2023.

We request you to please contact the seller if you'd like to report any more dispute regarding this order.

Regards,

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

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 despite the fact that Amazon about replying via email to my request for a refund, and lying that I received the refund on the 15th. They have finally refunded the money, so the resolution will do.

Sincerely,

*******************************
Initial Complaint
Date:12/16/2023
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 was placed on 12/9/23 for a barn door mirror. It said the package arrived on 12/13/23 but it was not left at my door. I have a camera and it was never delivered. I received all package on the order except this one. I called Amazon and they refused to refund me even though the tracking shows it delivered to another city and was signed by another person who was not me. They hung up on me, refused any other solution but for me to correct their mishandling of the delivery and denied me any refund unless I contacted the police department. The customer service was so bad, I was upset and fell cheated of my money. I will not shop with them anymore after their refusal of correcting their own mistake and refunding or delivering the product that I paid for yet did not receive. This is a terrible way to run a business and I can only think that this is a tactic to not refund any money to their customers.
Business Response
Date: 12/19/2023
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
*****************************
Initial Complaint
Date:12/16/2023
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 herbal vitamin supplements (St.**** Wort) from Amazon . I received the wrong item (a temperature prode) in my package. I contacted Amazon to return the item they sent ****mmediately after contacting amazon I was told there was suspicious activity on my account. In order to move forward, my government ID would need to be sent via email in order confirm my account.I was told this was the only solution. No refund or not even the option to return the wrong item that was sent to **** feel extremely uncomfortable sending my government ID to anyone via email. I have been a target of identity theft, so sending my ID via the internet to someone I dont know, is not something I feel safe doing. I have tried to send pictures as proof that I was sent the wrong item but amazon has insisted that I only send my ID picture. They will not help me. There is no where in their legal policy that states your ID needs to be shown for verification of a refund or return. It feels almost like bullying.I am stuck with an item I did not buy and amazon just keeps to my money. Its disgusting.I truly would appreciate some help. I have been a customer with ******************** for years. I literally was sent the wrong item and they wont let me send it back. Either send me my vitamins or give me my money back!!
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.

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
*****************************
Customer Answer
Date: 12/19/2023

Complaint: 21014180

I am rejecting this response because:
i have in fact included proof of both items asked for and have several emails confirming I submitted documents. I was sent the wrong item and showed proof with date but Amazon still wont allow me to send the item back or give me a refund.

Sincerely,

***************************
Business Response
Date: 12/21/2023
Hello,

Thank you for uploading your ID.

I see that our team is still investigating/reviewing your submission. It can take up to 3 business day for us to finish our investigation.

Please contact us again after December 21, 2023. After that date, we'll be able to share the outcome of the investigation and if we need to take additional actions.

Thanks for your understanding.
Initial Complaint
Date:12/16/2023
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 returned amazon there item and they are asking for me to send a proof of my identity in or to get my refund and I chose not to. So I asking for a refund
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.

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Amazon.com is BBB Accredited.