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

56,977 total complaints in the last 3 years.
21,585 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:12/14/2023
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 11.21.23 I ordered a set of ****** from Amazon.com per order number 111-2920009-0617811,via my Klarna credit card, to date Amazon has NOT delivered the product nor refunded my money for my purchase, Amazon is holding my product and funds hostage under fraudulent pretense After my card was charged I rec'd notification that a part of my order was pending (install of tires only) I spk 2 a rep * ** adv part of my order for tire install was suppressed and that I can pay for the install on my arrival, however the ***** was GTG, per the Amazon website the tires were delivered on 11.24.23 and HAD to be delivered to a tireshop, my install of tires was 11.30.23 @ ***** ****************************************************, upon my arrival I was advised mgr **** of *****, the tires were NOT delivered he also confirmed that the tires were NOT delivered with Amazon representatives After several hours of myself and **** asking probing questing, **** asked the time of delivery, tracking number associated or the pix of delivery so he could chk his camera it was then identified by Amazon the tires were NOT delivered after several hours and Amazon it was NOT delivered I was advised by supervisor the accounts **** would f/u with me for a refund or to send me my order, to date no follow up just automated emails to reset passwords. I then called bk spk to sup ***** who stated she escalated to the Acct **** for refund or delivery and committed to following up w me and promised a resolution to date NOTHING and if I call them I have to invest at least 2hours for them to see the order was NOT delivered only to be advised I will receive a email from this department and all I obtain is a email to reset my password then the cycle starts again to date there has been NO resolution. Any assistance I can obtain with obtaining my funds or product would be greatly appreciated. HAPPY HOLIDAYS Amazon is robbing families for the holidays and asking them to commit fraud on undelivered products. shame on you Amazon!
Business Response
Date: 12/21/2023
Hello *******,

I'm Sandhya 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.

Firstly, please accept my sincere apologies for any inconvenience caused by this situation.

I understand you've not received your order.

We've issued a refund of $686.08 to your original payment method. I request you to wait 3-5 business days for the amount to reflect.

Also, I've forwarded your feedback to our appropriate team. Your comments and suggestions will help us improve our store and offer better service to our customers.

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

Regards,

*********************** A.
Initial Complaint
Date:12/14/2023
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.
The transaction was on November 5, 2023 on Amazon.com, and the order number was 112-5196379-0737032. The item name is ****** ******* Shock Mount Compatible with Select Models with a unit price of $13.17. The item was returned on November 20th because of poor quality, and Amazon.com states the return may be lost during transit and suggests contacting customer service. However, when I contacted Amazon customer service to ask for a refund, I was told to upload a valid government-issued identity document. They also say if I do not submit the *** I will no longer be eligible for a refund on this order. When I asked the reason to turn in the ** and the connection with the refund, Amazon customer service simply ignored the question.This is quite upsetting and concerning since the loss of the return was not caused by the customer. Most importantly, asking for the customers ** is an infringement of personal information.
Business Response
Date: 12/17/2023
Hello,

I'm Aqeeb 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.

Thank you for reaching out to us.

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.

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

Regards,
*****
*****************************
Initial Complaint
Date:12/14/2023
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.
My account was locked for 10mdaysnwhichnImhave no clue why I asked as least *********************************************************************************************************** when I put my credit card on my,account site I never need to know as its stored for future purchases they ask me for the credit card number .the lasts four digits and I can get the card and give them a entire number why do they need the expiration date. Another hassle Now they ask what I have in my later box which is always cleaned out I need this account unlocked and to have it locked is unwarranted The info they are asking for is in my,locked account The sad thing is all the attempts were with offshore clerks you cant understand I also filed a complaint with the. Federal Trade,Commission ****,***** ********** My attorney is next This nonsense and will get,resolved
Business Response
Date: 12/19/2023
Hello ****,

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

I am sorry to hear about the issue you faced with your account.

I understand that your account is locked and you wish to reinstate the same.

Upon reviewing, I see that the account linked to your email ID and the number provided on BBB portal is active and you can access it as usual.

In case you are referring to a different account, kindly help us with the email ID or phone number linked to that account so that we can access it and do the needful to help you with the issue

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
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.
Didnt receive item and they wont refund me Order number : 113-3105523-3665800
Business Response
Date: 12/16/2023
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 can confirm that the refund has been issued on Saturday, December 16, 2023 at 3:41 PM (PST)
Refund amount : $157.09

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

We look forward to seeing you again soon.

Regards,
*****
*****************************
Initial Complaint
Date:12/14/2023
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 made a purchase on 11/1/23 with Amazon. The order number is 111-8811076-5594620. I returned 3 items via *** on 12/2/23. The tracking number is 1Z1942RX9000927318. It shows delivered 12/7. Amazon still has yet to show my item has been received. I have called to ask about my refund to be hung up on 2 times and then told there is nothing they can do. My items total up to ******. I am being told I need to just wait until my item is checked in even if it takes 30 days. I really feel like I have been scammed by someone selling on Amazon and Amazon not wanting to take accountability for this. If this is how Amazon wants to conduct themselves it needs to be made clear on their website that items being returned may get lost and cant guarantee a refund. Had I known this I would have never purchased from this company. I would like to get my money back without having to wait over a month. I would like there to also be more transparency by this company on refund expectations of over 30 days. This way customers will know you purchase at their own risk. I will never do business with them again but would like to get a timely refund.
Business Response
Date: 12/17/2023
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 refund on the items that are returned. It is certainly not what we expect our customers to go through.

Upon reviewing, I can confirm that refund of $100.88 is issued successfully for all the 3 items onFriday, December 15, 2023.

I would request you to wait for 3-5 business days for the refund to reflect on your card/bank account.

Generally the returns are processed by Amazon in 14 days. In some situations, it may take longer. Certain items can take up to 30 days. This additional time allows our ************** to find and process the item you have returned.

Although the return tracking shows delivered, the ************** has to complete the return processing before the refund is initiated.

More details can be viewed on this link:

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

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:12/14/2023
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.
Order # ***-1245186-6321054 Merchandise was received on 11-18-23.Merchandise was dropped off at *** for return on 11-18-23.Merchandise was received by AMAZON on 11-21-23.I spoke with an AMAZON chat representative about when I would receive my refund for returning my merchandise today 12-14-23. I was told that I needed to provide my government ID in order for my refund to be considered. I believe it is outrageous for AMAZON to demand my sensitive and private information to receive a refund for a product I purchased and returned to them.My desired resolution is to receive a full refund for my order. 150USD AMAZON gift card was used along side my credit card which was charged *****USD.
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.

Upon checking, I see that the refund for the above order was already initiated on Friday, December 15, 2023 at 9:45 AM (PST) to the original payment method.

Also, I see that the gift card balance is credited to your account. You can view your balance and usage history in Your Account here:

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

Hope this information helped and resolved the issue.

Regards,

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

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:12/14/2023
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 am following up on a recent Amazon purchase. This is for order: 111-1819554-7933013 in the amount of $200.33. I received this item and sent it back to Amazon same-day as it was a gift and arrived with a slight eye defect that was visible without even opening the package. I have been awaiting a refund so I can place a new order as during this time of year, I fulfill wish list for homeless children at a local shelter and its urgent that I am able to place a new order. I connected with Rodencio in chat after Amazon received my return and a refund hadnt been processed. I understand 2 days is not much time but due to my urgency I decided to connected with an agent via chat to see if a refund could be expedited. ******** stated he processed my full refund and Ill receive an email shortly. Nonetheless, I then receive an email with Amazon stating there has been unusual activity on my account and Ill need to submit my ID to further resolve this issue of a refund or replacement. This is absolutely unacceptable! The item has already been approved for return and received at Amazon. There is no reason I should need to upload a personal ID and risk my information being compromised all for a refund I am entitled to. Unless Amazon is requiring this of all customers, I will not stand for this. I was misguided and misinformed by ********, in fact I was nothing short of lied to. This is unethical and simply put - fraud. I have escalated this with the *** and will also dispute this with my bank should an immediate resolution not occur. I am so displeased with my experience and the way Ive been treated by Amazon.
Business Response
Date: 12/18/2023
Hello Harlem,

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: 12/18/2023

Complaint: 21010382

I am rejecting this response because:
Arun,

When I initially requested to send this item back, I was never informed of any additional information needed, such as my ID to process my return/refund. After tracking indicated Amazon received this return, I simply connected with someone in chat to expedite this refund since the portal stated it would be refunded by 12/28, which was quite some time. The agent absolutely lied to me when he stated he processed my refund because following our chat session, it was at that point that I received an email regarding unusual activity on my account therefore an ID was required to receive a refund for this order. However, the email stated I could also continue making purchases on Amazon and the issue was only related to this order. Unbelievable, and absolutely unlawful! If there was a security issue on my account, I could understand the need for this request however this is nothing short of fraud. I no longer have the item therefore I am entitled to a full refund. I have escalated this with legal counsel and plan to retain legal representation to recover the funds and damages caused by Amazon should this not be immediately resolved. Your email only indicates that Amazon is at no will to make this right. Additionally I reported this to the **** consumer protection department claim #********* and the *** claim #*******. I recently placed yet another order on Amazon, expected to be delivered today because this time of year, I help many underprivileged children with Christmas lists. I again gave my business to Amazon, in good faith that Amazon would resolve this issue yet I am being told again there is a security issue despite Amazon still allowing me to place orders. This makes no sense and in respect the class action lawsuit filed on November 9, 2023, I am being faced with the same situation the customers in this suit have. I will be the voice of the consumer and ensure this doesnt continue to happen. There has been no unauthorized activity on my account or any indication of unusual activity that would require any safety measures set in place to secure or validate my account. I am still able to place orders and receive orders, so this excuse to not process my refund violates my rights as a consumer. This behavior from Amazon is nothing short of organized crime. Amazon is failing to issue my refund on a returned item which seems to be a repeated systematic scheme amongst your customers. I feel incredibly deceived by Amazons unfair trade practices and will pursue any route necessary to resolve this matter as well as highlight my experience to the public.

Sincerely,

Harlem
Initial Complaint
Date:12/14/2023
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 am writing to bring to your attention a highly unsatisfactory experience with Amazon concerning Order ID ******************* . Despite my repeated attempts to seek assistance, the issue remains unresolved, prompting me to escalate my concerns through this platform.The crux of the problem lies in the apparent theft of my laptop, with items placed in the box to maintain the package weight. This not only signifies a grave breach in Amazon's handling of shipments but also highlights a severe lack of diligence in ensuring the security of customer orders.I am deeply disappointed by Amazon's response, or rather the lack thereof, in investigating and addressing this matter. Despite providing detailed information, there has been no meaningful attempt to rectify the situation, leaving me out of pocket and dissatisfied as a customer.This experience has severely undermined my confidence in Amazon's commitment to customer satisfaction and has raised serious concerns about the security and integrity of their shipping process.I am hopeful that the BBB's intervention can prompt a thorough investigation into this matter and lead to a fair resolution. I expect a company of Amazon's stature to uphold the highest standards of service and accountability.Thank you for your prompt attention to this urgent matter.
Business Response
Date: 12/18/2023
Hello *******,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the missing item Lenovo ****" IdeaPad Laptop with 1 ********************* 365, ***** Pentium Quad-Core Processor, 20GB RAM, 1TB SSD (128GB eMMC+1TB PCIe SSD).

A careful review of your account reflects that the correct information has already been provided.

An investigation was raised for the same and depending upon the investigations results, as we did not receive the return of the item we would not be able to provide any replacement or refund for this order.

Please feel free to contact us again if you need any additional help. You can contact us by clicking on this link. Here's a link to our Contact Us page:

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

Thank you for your understanding.
Regards,
Pratap
Initial Complaint
Date:12/14/2023
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.
Two weeks ago, my Amazon account was suspended without any given reason. I attempted to contact them, but they refused to reinstate my account. Suspiciously, this happened just one day after I contacted their customer service to request a return of a product (a mobile phone) valued at approximately $900. The product was well within the return period as I had used it for less than two weeks. By noon the following day, my account was suspended. I strongly suspect a connection between these two events.Due to the suspension of my account, I am unable to return the product to receive a refund. I have contacted Amazon customer service multiple times for assistance, but my requests have been denied. Amazon's action of banning my account has unjustly terminated my ability to rightfully return the product, which is unacceptable. I demand that Amazon reinstates my account and agrees to my return request.
Business Response
Date: 01/10/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 12/18/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 01/10/2024

Complaint: 21010262

I am rejecting this response because: I need to address the 'Violation of Terms of Use' claim you've made. It's essential that you specify exactly which terms I've allegedly breached. While you have the authority to suspend my account, refusing to process returns for my purchases is unjustifiable.

If you continue to withhold a clear explanation and persist in freezing my account, I will have no choice but to pursue legal action against Amazon through my local small claims court. Denying a customer access to their account and simultaneously blocking their ability to return items is, in my opinion, completely unlawful.

Sincerely,

*****************
Initial Complaint
Date:12/14/2023
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 my 2 items November 10. It was $3,268 worth. They received the items and still havent refunded me. They said there was suspicious activity and need my ID to process refund but that is a violation of my rights and Im not comfortable doing that. Order #: 113-4182445-2566603
Business Response
Date: 12/18/2023
Hello *****************************,

I am ******* 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 our specialist team needs to verify your identity before we can consider your request for a refund or replacement. 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. We have policies and security measures in place to ensure that your personal information remains secure. Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************

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