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

58,718 total complaints in the last 3 years.
22,099 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:
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.
Item was returned to Amazon at an Amazon Fresh Store on 11/26/23 6 PM. I received an email confirmation (see attachment below) stating the item was dropped off and on the way back to Amazon's fulfillment center. Upon checking the updates on this refund, I saw the item was being delayed every week in transit. I reached out to Amazon regarding this issue and they are refusing to refund me despite the fact the item was already returned to them within the timeframe they asked with proof of drop off. They asked I upload my ID to verify my identity, which I did as well. I have followed all their instructions, and still they are refusing to process my refund.
Business Response
Date: 12/17/2023
Hello Alnoor,
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.
Upon reviewing the complaint details, I see that you are referring to refund for the item returned in Order#***-8783154-3566659.
As informed, once the carrier has received your return package, please allow up to 30 days for your return to be processed and to receive your refund.

If you don't hear from our ************** by December 29, 2023 please contact our customer support team via the following link:
****************************************
If you'd like to check the status of your return online, click "Your Account" at the top of our website. Then click "Your Orders" and select this order. Completed returns and refunds appear at the bottom of the Order Summary.
We appreciate your time and patience in this regards. We hope to seeing you again soon.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 12/17/2023

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.
On 11/17/2023, I purchased a hair product for $8.55 from Amazons website. The order number is: 113-4896087-9249045. When I purchased it, it had free shipping and returns. I returned the product because it damaged my hair. However, I was only refunded $2.15. I have contacted Amazon several times, but they will not return my full refund. I was told that I was charged $6.40 for shipping, because I selected no longer needed as a reason for the return. I explained to, ****, who said she is a supervisor, that no longer needed was the closest fit on the list to the actual reason for the return. She said there was nothing she could do and she hung up on me.
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.

I've reviewed your BBB complaint and I understand your concern relating to your order of "***** Hair Type 3ABC".

Upon checking your order, I found it was sold and fulfilled by a third party seller "************** 23 Years On-Line".

I'd like to inform that, Amazon does not control the shipping or fulfillment process of items that are sold and fulfilled by third party sellers. Sellers hold their own inventories and responsibly ship the items directly from their inventory to customer's address using their own shipping and carrier methods. Sellers inventory could be located in a different city or even in a different country.

Therefore, when you returned the item to third party seller, ReturnShippingFee of $6.40 was deducted out of the full refund.

However, I've made one time exception and added $6.40 to your account in form of ******************** gift card balance.

You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/17/2023

Complaint: 21008014

I am rejecting this response because: I do not want an account credit. I was treated disrespectfully by several Amazon employees regarding this matter. I do not plan to make another purchase using Amazon.com in the future. I want the remainder of my refund to be returned to my debit card.

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.
1.) Item: Veja Men's Campo Sneaker,Purchase Date: 10/11/2023 Amount: $175.00 Order No.: 112-8126675-5423450 Issue: REFUND - WILL NOT REFUND WITHOUT GOVERNMENT ID AND THEY HAVE THE **** ALREADY.Refund Tracking No: 1ZX098469005784624 Refund Delivery Date: 11/09/2023 8:34 A.M.2.)Item: City Chic Women's Apparel Women's City Chic Plus Size Dress SO Fancy FF,Black/Black, 16 Purchase Date: 10/23/2023 Amount: $95.45 Order No.: 111-8331947-5277030 Issue: REFUND - WILL NOT REFUND WITHOUT GOVERNMENT ID AND THEY HAVE THE **** ALREADY.Return is QR code and requested on Oct 28, 2023 3.)Item: Miusol Women's Retro Lace Sleeveless Plus Size Formal Evening Prom Dress Black Purchase Date: 10/19/2023 Amount: $53.99 Item No: 111-7024455-6830632 Issue: REFUND - WILL NOT REFUND WITHOUT GOVERNMENT ID AND THEY HAVE THE **** ALREADY.Return is QR code and requested on Oct 28, 2023
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.

Upon reviewing the complaint details, I see that you are referring to refunds for the item returned in Orders#***-8126675-5423450, #***-8331947-5277030 and #***-7024455-6830632.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

Kindly submit your identity proof to get your concern addressed.
If more than 6 days have passed and ** isn't provided the link sent will expire, in such case, please reach out to the customer support team so they can provide new links to submit proof.
Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

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

Regards,

*******
Amazon.com
*****************************
Customer Answer
Date: 12/17/2023

Complaint: 21007974

I am rejecting this response because: they are refusing to issue a refund stating once they receive the item and government ID, they will issue a refund. The items are already sent back and delivered to Amazon. And I refuse to give them my government ID. I wasn't required to upon signing up for their Prime membership so why should I provide confidential information. I will gladly take the items I had returned back but they refuse to send back the items also. They were unopened or unused. The shoes I received were infact wrong style and color which is Amazons fault. I shouldn't have to pay for their mistake.

Sincerely,

***************
Initial Complaint
Date:12/14/2023
Type:Billing 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.
Hello I add my new card to amazon to try to reload my gift card balance for 10$ and my account has been put on hold, I have sent to amazon my virtual card statement, my driver license too, that includes my name, address, and evrything to proof the ownership of my card and still my account is on hold and hasnt been unlocked. I want my account to be reinstated, there's not reason for this situation, Im also a prime member and I feel really dissapointed on this situation I have more than a month that I cant access my account even tought I have provide amazon all of the evidence and there's shouldn't be an issue to add a new card to my account!!
Business Response
Date: 01/23/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2024-01-23 confirming account reinstatement.
Sincerely,
****
Amazon.com
Customer Answer
Date: 01/24/2024

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,

*************************
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 ordered 4 suit jackets from Amazon. Upon receiving them they were all too small for the man that was going to wear them. I have returned them in their RESPECTIVE time and state that Amazon states too. I then I get an email stating I must upload an ID to receive my refund. So now they are withholding money EVEN AFTER they have been returned. I have all the *** tracking numbers as proof. Amazon is not refunding me and that they are requesting outrageous private information from me just to get your refund.
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.

Upon reviewing the complaint details, I see that you are referring to refund for the items returned in Order#***-3451753-5652213.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

Please rest assured that any information you provided is handled according to our Privacy policy.
On checking, I see that you were already refunded for the order in the amount of $308.47 ($238.12+$70.35) to the payment method used on the order and you should see this posted to your card statement in 3-5 business days.
I hope this helps. Have a great weekend!!
Regards,

*******
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
Type:Customer Service 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 Prime Video does not default to using any sort of sensible consumer protection for transactions. Simply remaining signed in on a device at a difference residence has allowed the people living there to sign up my account for subscriptions that have cost me $87.60.This is unacceptable. Even ******* whose customer service is _exceptionally_ poor and who has an awful track record of consumer protection, defaults to asking for a password the first time a purchase is made on a new device.
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.

I have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research.

You can look up your orders online through Your Account ***********************/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
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.
On Dec 12th i purchased an order for ****** and was charged ******. I tried to get a phone number for customer service but ********************** doesnt have one and couldnt email either. Its quite a bit of Christmas money im out. Please help. My invoice order number is on the form ive sent. As you can see when adding up my charges they have overcharged me by almost a hundred dollars or more. Please can you check into this for me
Business Response
Date: 12/16/2023
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 your order consists of 5 shipments and here is the charge breakdown for the same :

Order Total:
Subtotal:$273.65
Shipping & Handling:$6.99
Tax:$15.29
Estimated Regulatory Fees:$0.28

Order Total: $295.93

I hope this helps! Have a great week ahead!

Regards,

Vishal
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 sent back an item for refund to Amazon with label they provided. The item was received and they wont issue refund until I take a picture of my drivers license and send it to them on there website. If I dont they say I forfeit my right to a refund. Im not comfortable putting my drivers license online. The tracking number for *** 1ZA81G969077770290
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.

Upon reviewing the complaint details, I see that you are referring to refund for the item returned in Order#***-4227621-0649059.
I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.
For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.
Please rest assured that any information you provided is handled according to our Privacy policy.
On checking, I see the order is already refunded on December 16, 2023 for $99.64 to the payment method used and you should see the credit on your card statement in 3-5 business days. The remaining amount is deducted for the return shipping charges. if you need any further assistance, please contact Amazon customer support team.
I hope this helps. Have a great weekend!!
Regards,

*******
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.
Dear Amazon Seller Support Team,I hope this message finds you well. I am writing to appeal the deactivation of my seller account due to allegations of counterfeit items and Section 3 policy violations. I am deeply concerned about this situation and would like to provide additional information to clarify the circumstances.First and foremost, I want to emphasize that all the products I have listed on Amazon were sourced from legitimate, reputable suppliers. I have taken every precaution to ensure that I am offering only genuine items to Amazon customers.I suspect that this issue may be related to a misunderstanding or error in Amazon's warehouse handling process. I take full responsibility for my inventory and have recently terminated my agreement with the warehouse in question. I believe this will prevent any future incidents of this nature from occurring.I am committed to upholding Amazon's policies and guidelines to the highest standard. To that end, I have taken the following steps to prevent any recurrence of such issues:Strengthening Supplier Relationships: I have established even more stringent criteria for selecting suppliers, focusing on those with a proven track record of providing authentic products.Enhanced Quality Control: I have implemented a rigorous quality control process to thoroughly inspect all incoming inventory, ensuring it meets Amazon's standards.Continuous Monitoring: I will diligently monitor my inventory and listings to promptly address any potential issues.Ongoing Education: I am committed to staying informed about Amazon's policies and attending any relevant training or workshops to ensure compliance.I understand the seriousness of these allegations and am eager to resolve this matter promptly. I kindly request your assistance in reactivating my seller account so that I can continue serving Amazon's valued customer base in a manner consistent with your policies.Sincerely,
Business Response
Date: 12/18/2023
Hello,

We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on December 18th, 2023.

Thank you,
Amazon.com Seller Performance
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.
Date of transaction:November 20, 2023 Order#: 113-8134410-2421836 I initially ordered a product from Amazon, but it arrived incomplete, missing a pole. I returned the item and requested a replacement. The replacement did arrive with all the necessary parts, but I encountered issues during installation that were not addressed in the user manual. Consequently, I decided to return the product on the same day I received it, using Amazon Locker+.Following this, I experienced difficulties with Amazons customer service. They repeatedly asked me to verify my identity and to wait. Exhausted by the process, I chose to dispute the transaction. However, I am now facing challenges in obtaining my refund. According to Amazons website, my return *** have been lost in transit. Meanwhile, my credit card company is asking for proof that the return was successfully processed and a refund was issued.I am writing this to request your assistance in resolving this matter.
Business Response
Date: 01/04/2024
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 see that you've contacted as you weren't refunded for the items returned. I'm sorry for all the trouble you've had in getting this resolved.

On checking, I see that you were refunded on December 30, 2023 for $61.41 to the payment method used. You'll see the refund on your credit card statement in the next 3-5 business days.

Once processed, you'll also be able to see the refund request here:

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

I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
Regards,
*******
Amazon.com
***********************************
Customer Answer
Date: 01/05/2024

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,

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

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