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

58,669 total complaints in the last 3 years.
22,071 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:12/15/2023
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 several items from Amazon and later returned them. Amazon refuses to refund me for the items unless I provide sensitive personal information to them that I know they do not actually need to process the return. Below are the order numbers that contain the items that were returned and the amounts that should be refunded for each:#***-5871951-6413862 - $21.44 Miusol Women's ***** #***-3876660-1796254 - $32.16 Banibear Boy's Denim Jacket #***-6375994-0385066 - $54.15 Amegoya Women's ***** #***-3762339-0026606 - $30.02 *************** Girls Summer ***** #***-8762406-0855410 - $10.71 ***** Bike Brakes #***-5693013-2517003 - $16.22 Little Girl's Leotard Total: $164.70 All items were sent back but never refunded. When I reached out to customer service they claimed I would need to provide them with sensitive personal documents to process the refund.
Business Response
Date: 12/18/2023
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 refund on your orders and Id verification process. It is certainly not what we expect our customers to go through.

Upon reviewing, I can see that our specialist team needs to verify your identity before we can consider your request for a refund .

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

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: 12/20/2023

Complaint: 21012555

I am rejecting this response because:
I will not be providing my ID. There is no reason Amazon would need this to process a refund nor was I provided any valid explanation as to why it was needed or how it would be used. So I will ask again, please refund me as the items have been returned. Please do not ask me again for my ID as this is personal, sensitive information and Amazon has no reason to have this data. So please send my refund promptly. Thank you.

Sincerely,

***********************
Initial Complaint
Date:12/15/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I order two guitars received the' Bass Guitar on' November 4th. 2023 That order was 113-2243226-5304262' ************ Guitar I' did not receive that order was.113-7628401-4775410 Amazon **************** was no help at all they gave me the runaround I kept telling them over and over I received the 'Bass Guitar not the' Electric Guitar
Business Response
Date: 12/17/2023
Hello,

I'm Prashanth from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the inconvenience you've experienced with regards to order 113-7628401-4775410.

To proceed further, kindly help us with the incident report by responding to the email shared on Friday, December 8, 2023.

You're able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be submitted on or before 2-February-2024 to be considered for review. Send one set of responses for each package that you didn't receive. Once the incident report is shared our team will review it and revert back in 2 business days with an outcome.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/24/2023
My Problem is solve thank you so much
Initial Complaint
Date:12/15/2023
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 Better Business Bureau,I have a problem with my ASIN B0000302U1 reactivation. This listing is deactivated due to a complaint from a customer so the Seller Performance Team sent me the request of invoice to reinstate the listing. I had checked my invoice, confirmed compliance with Amazon requirements, and submitted the requested invoice as well as supplier and product information. However, Amazon rejected my submission without explanation of any reasons. Account Health Support specialists also confirmed that the invoice that I sent is in full compliance with Amazon requirements and that there were no reasons to reject it. Moreover, previousely we received an approval to sell a brand after we'd sent the invoice from the same supplier (case id ***********). Please, take it into consideration as well. Moreover, Account Health Support Specialist initiated the internal review since they couldn't locate any problem with the invoice. I've been told that after this review they will send me a notification about the results but I haven't received any notifications even after the completion of the review. The associates from AHS team just had no information as well when I called them. I don't know what to do with Amazon requesting us to provide the very same information that we already provided. I kindly ask you to contact Amazon so they could investigate this issue and finally reinstate the listing since I believe that I provided all information requested for it.I appreciate your attention to this matter!Best regards!
Business Response
Date: 12/18/2023
Hello Team,
Thank you for reaching out to us regarding the reinstatement of ASIN:B0000302U1. Please have the seller appeal on the standard path with valid invoices as the ones provided are unverifiable.
Sincerely,

********************* and Prevention (EMP)
Trustworthy Shopping Experience

Customer Answer
Date: 12/20/2023

Complaint: 21012453

I am rejecting this response because: I believe that the invoice is verifiable. Amazon already verified invoices from the same supplier and there were no issues with that. I also have an additional information regarding reasons behind Amazon's rejection of my request. As far as we understand, you may have been confused by the seal on the first scan of the invoice. We would like to explain what happened. The invoice was accidentally placed on a document with a fresh seal, as a result of which it left a **** on the invoice, and when we scanned this document for Amazon, we did not notice any traces of the seal. After we found out about it we decided to print the invoice again (our supplier sends us electronic copy of invoice as well) and provide a new scan of the invoice. We also contacted our supplier about possible verification from Amazon, and our supplier confirmed that no emails/calls received from Amazon regarding this purchase order/invoice.
We ask you to review invoice carefully and verify it with our supplier.

Sincerely,

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

We have reviewed the sellers account and we are unable to reinstate their offer.
We are unable to provide information on our investigation methods.
Sincerely,
Seller performance team
Customer Answer
Date: 12/29/2023

Complaint: 21012453

I am rejecting this response because: We contacted our supplier immediately after received this response and our supplier confirmed that Amazon didn't contact them. The problem is still not resolved. We ask Amazon to review information that have been requested by Amazon to reinstate the listing as every document and information requested from our side has been provided to Amazon in full. Invoice provided is valid, unaltered, covers 365 days of sales before the appearance of the issue and contains all information that is required by Amazon policies.

Sincerely,

***** *********
Initial Complaint
Date:12/15/2023
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.
Dec 12 I placed an order for two cameras from a company named ********* through "buy with prime". Please refer to the screenshots uploaded. Delivery date was the 13th. On that day one of the cameras came but not the second. Instead I received notification through the "buy with prime" that the second camera was delayed (screenshot). I did as instructed and contacted Amazon on the 15th. I was only told to contact **** and they also refused to refund my money or to do anything about the situation. I tried two methods of contacting **** but could not talk to anyone. I believe Amazon should return my money because they lost the camera, it was shipped by them but it stopped at the last step before delivery. (Screenshot)
Business Response
Date: 12/18/2023
Hello *********;*******************,

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 order delivery issues.

I apologize.

Upon checking, I see that this order is not placed through Amazon.

I would request you to contact the website on which the order was placed.

Unfortunately, we are unable to take any action in this matter from our end.

I appreciate your understanding.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/18/2023
Amazon is the entity that last had possession of the item. They admit they lost it. They are the ones who would be responsible for returning the money. This problem is with "buy with prime" program which is relatively new and no one is willing to have flaws. Wyze did as they were contracted to do, they handed the camera to the shippers and then Amazon received it and it was "delayed in transit" as stated on tracking. Why should I have to pay for someone else's mistake?
Business Response
Date: 12/20/2023
Hello *********;*******************,

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 completely understand your concern ****.

However, any issues with the order shipping will be handled by the website support only.

I would recommend and request you to contact the website through which the order was placed for further assistance.

Unfortunately, we'll not be able to take any action or offer any additional insight in this matter.

I appreciate your understanding.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/20/2023

Complaint: 21012446

I am rejecting this response because: Amazon lost it, they are responsible for refunding the money. Period. What law says you would not have to make the situation right.

Sincerely,

****************************
Initial Complaint
Date:12/15/2023
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.
Dear Better Business Bureau,I have a problem with my selling account on **********************. One of my listings has been removed due to received customer complaint (ASIN ***********. I've been requested to provide invoices for this product to Amazon so they could verify it and reinstate the listing after they made sure that the product is okay and the complaint is baseless. So I carefully checked and submitted the requested invoice as well as supplier and product information to ease the review of Amazon. However, they just rejected my submission. I provided all information about my supplier, my product, invoice but this information wasn't sufficient. I contacted the Account Health Support team regarding this issue multiple times but they couldn't tell what happened as well. We always check all the suppliers we work with. Our legal department verifies documents, while at the same time we check the goods themselves. We always check each product carefully before shipping it to Amazon because we understand our responsibility to customers and the impact of our decisions on Amazon's reputation. I still believe that this complaint is baseless and that I provided all proof requested for that. I kindly ask you to contact Amazon and request them to verify the invoice sent. It's highly important for my business.Sincerely,Oguzcan Arik
Business Response
Date: 12/19/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate the seller's offer.
We have requested the seller to appeal back with the documents that requires further review.
We are unable to provide information on our investigation methods.
Thank you.
Initial Complaint
Date:12/15/2023
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 ordered a product of **$6,345 (approximately **$197) from Amazon in ***************** on November 5, but on November 19, Amazon informed me that the product could not be shipped and promised to refund me, but I still have not received a refund. I asked the logistics company to help me check the order, but there has been no news. Amazon not only deleted my account without warning, but also did not refund me. I had no help anywhere, so I came to complain. Please assist me in getting Amazon to issue a refund, thank you. (Order number: APELAUS257302704)
Business Response
Date: 01/04/2024
Hello,

I am Vishal from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email regarding an order placed on our website.

Upon reviewing here I could not locate the order number with the provided details.

Hence I request you to please reply to this email with the order number so that we can review this further.

I hope this helps! Have a great week ahead!

Regards,

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

Customer Answer
Date: 01/08/2024
For case ***********, please include the Amazon order number APELAUS257302704.
Business Response
Date: 01/10/2024
Hello,

I am Vishal from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that refund is now processed for the order and it should reflect into your account within 3-5 business days from now.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/20/2024
About *********** case has received Amazon refund, thanks you!
Customer Answer
Date: 01/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Bang-*****************
Initial Complaint
Date:12/15/2023
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.
date- returned 11/30 purchase amount Honestly not sure $14? Refund amount that it says to be returned is $22. I have contact amazon multiple times and have probably spent over 5 hours on the phone with them, each time getting different answers as to why my item was cancelled. I was told multiple times my money was pending to hit my amazon account, but never received. Refund was C/A on their end for no reason yet I have to jump through hoops to get my refund. They want me to provide my drivers license to prove my identity. I don't feel comfortable with this as they have allowed me to make a purchase after this mishap. I used Afterpay to purchase so the mode of return would need to go to my amazon account balance (gift card balance) because the mode od payment is a use time single use card.
Customer Answer
Date: 12/15/2023
I forgot to mention my order number in my original complaint. Order# ***-4884742-3995414 my item was Duracell batteries 16 **

Business Response
Date: 12/17/2023
Hello *****,

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 the refund for returned item from Order 112-4884742-3995414.

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.

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

Please submit your ID from link sent to your email address on December 15, 2023. 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: 12/18/2023

Complaint: 21012175

I am rejecting this response because: When i spoke with a supervisor and told them that no one can tell me what the abnormal activity on my account was i was told it was JUST a generic message and still couldnt provide me any information.. If i had abnormal activity on my account my account should of been flagged and should of not allowed me to make another purchase.. Which it DID NOT. i was ablento successfully place another order while being investigated for abnormal activity
I tried 40+ times to upload my id. It wouldnt connect to my camera although i can use snapchat ******** video *** my camera itself with no issue.

Sincerely,

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

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

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. I'm unable to offer additional insight on this matter.

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

I see ID was submitted on December 18, 2023. 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 for update. To do so, go to "Amazon Customer Service":
*****************************************

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:12/15/2023
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 placed a large order $3,326.96 with Amazon on June 27th, 2023 which I never received since the post office refused to deliver and they sent back to Amazon. Once I discovered it wouldnt be delivered I called Amazon and they told me to reorder the products and they would issue a full refund, which I did. Over the next month they issued me a partial refund of $1,277.65 and that the remaining $2,049.31 would be refunded within 5 to 7 business days. I have contacted them at least a dozen times since then and they always say the money will be refunded but it never has. Please see the attached order showing amount of order and partial refund along with an email from Amazon stating my remaining refund was on the way, which never arrived.
Business Response
Date: 12/18/2023
Hello *********************,

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 refund for the Order ID: *******************.

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

Upon checking, I see that the refund for the items which were returned and scanned at the returns center were already refunded automatically.

Unfortunately, we'll not be able to take any action on the remaining refunds as it should be processed by the returns system automatically when scanned.

Also, the previous correspondence doesnt correctly reflect our current procedures at this time

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/25/2023
I spoke with Amazon on 10 different occasions along with an email stating I would receive a full refund since I never received the items. This should not be closed, and I am not satisfied with their response. I provided the email stating I would receive a refund and am expecting such.
Initial Complaint
Date:12/15/2023
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 an item. Was supposed to arrive by Nov 20th. Kept getting notification was running late. Contacted customer service. They said wouldn't ship until Dec 20th. I asked why no reason. Asked to cancel couldn't because processing. So I ordered from a different company. When the Amazon package arrived I did a return printed label put on the box I didn't even opened and shipped it back. That was 2 weeks ago. Contacted Amazon today they are refusing my refund or to ship product back until i send a government issued ID. I'm not willing to do that as they can't give a reason and they say if I don't they won't send a refund and I only have 6 days or the matter is closed and i can't do anything about it. Amazon's policy says 30 days and I feel like they shipped it late for specific reason. So they are holding the product and my money for a product they shipped late.
Business Response
Date: 12/17/2023
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 the order and see a full refund of $440.69 was processed to your **** on December 17, 2023. We have sent you an email confirmation on the same.

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.

You can view details of the completed refund on your Amazon.com account:

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

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

Regards,

Sahitya
Amazon.com

**********************************;
Initial Complaint
Date:12/15/2023
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.
I placed an order on 12/01/2024 order number 113-0129990-0452238 and it stated it would arrive by 12/05/2023. Then a few days later the date in the order page went to deliver by 12/11 to 12/12/2023. On 12/13/2023 I still have not revived the items so I contacted Amazon support chat. The agent advised it it stuck in their warehouse and the agent said they created a ticket and I would know in the next day about it. However it is now 12/15/2023 and no one at Amazon has contacted me and the items still says pending shipping and is not gong out. I never received any email confirming that a ticket was created so I do not know if the agent really did that or not. No one at Amazon is able to assist. The item was for a holiday event this weekend and now everyone will know Amazon is the reason it was ruined. Send the items today Thank you.Find the items lost I your warehouse hub and send them Thank you.
Business Response
Date: 12/18/2023
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 completely understand your concern about the delay in shipping your order. I've researched and see the order was delayed in transit due to lack of inventory but we're able to ship the item as soon as we received the inventory.

I also see the item was shipped on December 16, 2023 and expected to be delivered by end of the business on December 17.

You can contact us by phone 24 hours a day, 7 days a week using the following link:

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

Thanks for your understanding. We look forward to seeing you again soon.

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