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

56,958 total complaints in the last 3 years.
21,603 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:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon sent the wrong items.These items were cancelled and the subscription was also cancelled. However, the items were still sent. On 12/13/23 Shariney from Amazon confirmed that we could call back once the wrong items were delivered for a full refund. She also cancelled the subscription to be sure it was cancelled.I also entered instructions on the Delivery website that these items should NOT be delivered.12/14/23 Spoke with ***, ********************** who informed me she does not report to anyone does not have a supervisor, and flatly refused to issue a refund!Spoke with ***** in the Prime department and he was trying to see about a refund. Was transferred to *****, not sure what department but definitely not the Prime department because she could not transfer me back to Prime.***** admitted that the INCORRECT information was provided to me and that their policy was not followed when I was told we would receive a refund for these items. ***** also told me to contact someone in ******** to get this resolved!Amazon is responsible for the information they provide. Amazon has been providing conflicting information; Amazon sent the WRONG items and we could not cancel it in time. Requesting refund of $60.51 for the two orders below:Order # ***-2444399-5768240 $37.78 Order # ***-6039963-8654651 $22.73 When I informed ***** that I would be contacting the Better Business Bureau, she said Go Ahead.
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.

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

Because we noticed abnormal activity on your account, we're unable to accept the return of the items for these orders #***-2444399-5768240 and Order # ***-6039963-8654651. Also, we're unable to issue refund for it.

You may also consider selling this item on our Amazon Marketplace.

For more information, visit: ********************************

For more information about the Amazon.com return policy, including those items which cannot be returned, please visit the following link to our Help Pages:

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

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

Regards,

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

Complaint: 21010104

I am rejecting this response because:
There has NOT been any abnormal activity on my ****************************** has made several errors and is deliberately making things extremely difficult to cancel or return items. We did NOT order these items and will not pay for them. Amazon sent them from a CANCELLED subscription!

Sincerely,

***************************
Initial Complaint
Date:12/14/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made two purchases to amazon, and they are asking me to return the item which Im Ok with, but they dont want to refund my money until I send them my ID which they will send with a 3rd party to confirm my identity. Is not in their policy to request ID. And I dont feel safe sharing my personal information. Also they will be getting their item back, I should be able to get my money. They should not be able to keep my money hostage.
Business Response
Date: 12/18/2023
Hello Marly ********,

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
*****************************
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 September 27, 2023 I ordered a coffee machine that I was unhappy with and returned it to Amazon. I dropped it off at the *** store on October 2, 2023. and the tracking number is 1Z9758VX9044059898. The received it on October 4, 2023. After a few days I contacted amazon **************** and was told to wait 30 days and the refund would be processed. I waited the 30 days and still no refund. I have contacted their customer service on several occasions and still have not received my refund. I have returned the item to them as shown in the attachments and they refuse to give me my refund after i returned the item back. I want them to refund the original payment method since I am now being charged interest on an item I returned.
Business Response
Date: 12/18/2023
Hello Candy,

I'm Praveen 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 trouble you had with the order.

I've checked and see that you have requested return label for "JURA S8 **************** Machine, 64 ounces, Chrome" and the product we received in return was "MEROL ************************* Machine, 19 Bar ************ Coffee Maker with Grinder and Manual Milk Frother Steam Wand for Cappuccino Latte Macchiato, Black". The item returned is from the same order and hence was refunded appropriately.

We have not received the coffee machine.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 12/24/2023

Complaint: 21010011

I am rejecting this response because:
As I have previously attached tracking the item was returned. The incorrect refund was issued

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 ordered 10 articles on November 28, 2023 for $482.78 Order #***-8998208-6940247. Kept one article valued to $63.11. The order was received but I needed the smart key technology therefore I returned them the same day I received, on December 2nd. They only credit my card with one article for $46.63 and showed that they also credited the card for $373.04 but it is not true. Photo attached. I have called several times and the only response customer service gives me is that I should send a government issued ** to a link they send in an email " because they have noticed abnormal activity on my account and need to verify my identity before considering my request for a refund" They have hung up on me twice saying that if I do not send copy of the ** I will not receive a refund and they should end the call.I told them I will not send the copy of my ** and I would file a complaint with BBB and also dispute the charge on my credit card account.I have placed nine other orders and have not had any problem because I have kept the rest and only returned the items on the above mentioned order. To clarify: The order was for 10 articles I Kept one for $63.11 and returned 1 for $46.63 that they made the refund to my card therefore I am only requesting the refund of 8 items for a total of $373.04,I will be looking forward to your reply and I am most grateful for the help in solving this problem.If they do not ask for ** when buying why do they ask for ** when returning. These days the scam for telephone calls or email are amazingly high and I do not want to send my ** to a link in an email. Anything could happen you never know. I could go to the bank that gives me the credit card and show my ** to them only but they are not asking for it.
Business Response
Date: 12/17/2023
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 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: 21009967

I am rejecting this response because:
Merchant is not honoring the refund to the same credit card I used to buy even though they have the returned merchandise in their warehouse since December 2nd. 2023. The ONLY acceptable option to resolve this complaint is a refund of $373.04.
They keep on DEMANDING that I send them my ID to a link in an email. I went this afternoon in person to my Bank and they told me the only thing Amazon need to ask is for the return of the merchandise. I have been a customer since **** and they have my social security and a copy of my ID so they do not need anything from me.
I bought I believe it is 10 orders, and only returned part of one order because the door k**** did not have smart key technology. I bought already and received from Amazon the door k**** that I need.
The ONLY acceptable option to resolve this complaint is a refund of $373.04.
Sincerely,

*********************
Business Response
Date: 12/20/2023
Hello,

I'm ****** from Amazon.com.

Thank you for writing back to us.

I truly do understand your hesitation with regard to submitting your government issued ID for verification, and your frustration with the current situation.

We also appreciate the amount of time you have been by our side, which is why, if there was an alternate way available for you to receive a refund, I would have done it for you. Unfortunately, in this case, there is not. This is primarily for the trust you have placed in us to maintain the safety and security of your account.

We request your understanding and co-operation with the verification. I will also put this forward to the relevant stakeholders, so that they are aware of your experience and the impact this has had.

Thank you for your patience and understanding in this regard.

Customer Answer
Date: 12/20/2023

Complaint: 21009967

I am rejecting this response because:
The only answer I will accept is the refund of $373.04 to the same card I used when I ordered.
It is because of the trust I had in Amazon and the convenience of choosing what I need without leaving my house that I ordered from Amazon.com. Remember Amazon you are not the only seller in ***.
As I told you in my reply to this nonsense you might want to go to www.miamidade.gov and you will see that I am not only the owner of the card but the owner of the house where you sent the merchandise. Or is it that you want to steal my money.? Please do the right thing and refund the money to the credit card I used because you have the merchandise already which is not even opened perfectly you can sell it to another customer without losing a *****.
A dispute of the charge with the bank is already initiated and the Bank told me it was not necessary to send the ** only to return the merchandise. I have been their customer since **** and they have my **.

Sincerely,

*********************
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 purchased a self cleaning cat litter box from Amazon on November 17th, 2023. It was delivered on to me on November 22, 2023. I returned the item on December 4, *********************************************************************** 5 business days. They received the item on December 6, 2023. I contacted them on December 12th asking about the refund because I never received it. They said I should get it in 2 to 3 days. I contacted them today 12/14 they are now saying I wont receive my refund till January 10, ****.
Business Response
Date: 12/18/2023
Hello Brittany,

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
*****************************
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.
The order 112-7257059-0367431 from Amazon consisted of 13 packages and I received 12 of them. I order 2 computer Monitors from Amazon, Asus monitors. The monitors were running late so I cancelled them online through Amazon and they can check the history. They never arrived and no one signed for them! Their tracking number was TBA309028465054 and if they look at the history they can see where it was running late and I cancelled the order. I have attached a print out showing this history and the last entry says ******** refused delivery because order was previously cancelled.I then placed a new order for 2 replacement monitors which I did receive Order#***-4167718-0406627.Its been over 2 months going back an forth but no resolution. They want to say I received the items when I did not.Now they are asking me to send them a government ID and I do not feel comfortable doing that.I just want the money refunded to the credit card used to purchase the items. Have been a customer of theirs for over 20 years.
Business Response
Date: 12/17/2023
Hello,

We have asked the customer to wait for a refund until return is received by us.

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 **********.

Sincerely,

****
Amazon.com
Customer Answer
Date: 12/28/2023
Hello, Amazon has not issued the refund even though the I showed them the tracking information indicating that the package was never delivered so it would be impossible for me to return it.
Business Response
Date: 01/12/2024
Hello,

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 12/01/2024.

Sincerely,

****
Amazon.com
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.
Amazon is asking for private information bc I have "suspicous' activity.They are asking for my ID. This is regarding Order 113-7663779-2231462.... I do not want to provide a private document.
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 apologize for the inconvenience that you've experienced in this case.

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.

Thank you for your understanding.

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.
My Amazon account was forced closed because my email address changed. As a student of **************************** from undergraduate to *************** student, the email address got changed. My old email address was ********************* which Amazon customer service wanted me to close as I got new email address ************************* The customer service did not provide me options to encash or transfer giftcard balance worth $750 to new account. I contacted the customer service on September 30 and again October 25, 2023. The first time I was told that someone will get back to me in 48 hours which never happened. I gave 4 weeks to call back and pursue my grievance. This time a work request A2IQ8WSF8G57CB with the same promise that my request to reopen the account will be processed in 48 hrs. This time I got email that my request can not be processed. As a student, I can not afford losing all of my graduation gifts which I planned to use towards college essentials. I also do not have any means to maintain same email address for Amazon account which is tied to single email address. I provided all identity verification that both email addresses are for myself and requested to transfer the giftcard balance to my new account. The company is acting in their self-interest and not considering the impact to innocent consumers like myself. I request your intervention to bring fairness and closure to the issue by asking the company to change their policies for students or anyone who legitimately change email address by providing option to transfer giftcard balances.
Business Response
Date: 12/17/2023
Hello *****,

I'm Praveen 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.

While I understand the account is closed, there is no option to reinstate and transfer the gift card funds.

This information is outlined in the Request the Closure of Your Account and the Deletion of Your Personal Information Help page:

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

Unfortunately there is no other option in this case.

We look forward to see you soon.

Regards,
Praveen M
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.
I had ordered a Christmas on december 8, it arrived in the 10th broken, so i contact customer service and they tell me in order to give a refund i need to return the item which is fine that is Standard procedure , i ask if they need pictures too and the associate says no but that they will need a picture of my id? i never ever had amazon ask for my id so then the associate said I would receive an email. and the email I received stated that if I didn't provide a photo of my id I would be forfeiting the option of a refund or replacement. I find this incredibly ridiculous given the amount I paid and the amount of personal information they are asking for a refund/return, this feels like a violation of my privacy .
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.

We apologize for the inconvenience caused with your Order return and refund.

I can confirm that the refund has been issued on Saturday, December 16, 2023 at 10:22 AM (PST)
Refund amount : $21.64

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: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.
They are asking me for ID for a product refund. They sent me an old product which I have proof for. I paid extra for new and now Im getting harassed.
Business Response
Date: 12/17/2023
Hello Ashraf,

I'm Vishal 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 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,

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

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