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

59,514 total complaints in the last 3 years.
21,506 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:12/13/2023
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.
11/25/2023 Bought $679 vacuum cleaner robot on sale. Never delivered. Offered refund and could repurchase at full price $799. I asked for delivery instead. On 12/13 I spoke with someone who told me they would look into it. I told them specifically I would need a redelivery since, due to their error, I lost out on the sale. ******* told me they would get back to me. She, instead issued the refund. I could have bought the vacuum at the sale price from any of their competitors.
Business Response
Date: 12/15/2023
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 am sorry for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account ***********************/your-account).

We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/15/2023

Complaint: 21005201

I am rejecting this response because:
the business response was asking for the order number which is:

111-8671117-4801052
there has been no resolution yet.

Sincerely,

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

I'm Prashanth from Amazon.com.

Thank you for writing back to ** with the order ID *******************. Kindly, let us know how much is the price difference to place a new order, as we see refund has been issued on the order, so that we can work with the options available.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 12/17/2023

Complaint: 21005201

I am rejecting this response because:
the Response is asking for the price difference, it is not a resolution.
The current price difference is $210.00 for the roborock * Revo.

The current price is $899.

roborock * Revo Robot Vacuum and Mop, Auto-Drying, Lifting/Washing, Dual Spinning, Self-Refilling, Self-Emptying, Reactive Tech Obstacle Avoidance, 5500Pa Suction, White **********************

I paid $689.00 for the * Revo on November 25th.

Sincerely,

*******************
Business Response
Date: 12/19/2023
Hello,

I'm Prashanth from Amazon.com.

To help you with it, we can issue $210 gift card on your account, so that you can proceed with place a new order.

Kindly, respond to this email with your consent, so that we can get this processed for you.

Thank you for your patience and understanding in this regard.

Regards,

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

Complaint: 21005201

I am rejecting this response because:
this is a response, not a resolution yet.
I accept the gift card.

Sincerely,

*******************
Business Response
Date: 12/19/2023
Hello,
I'm ****** from Amazon.com.
Thank you for writing back to us with your consent on gift card.
I've issued a gift card for $210.00, you can view your balance and usage history in Your Account here: *************************************************
Thank you for your patience and understanding in this regard.
Regards,
Naveen
Initial Complaint
Date:12/13/2023
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.
On November 13, 2023 I contacted Amazon to setup a return for Order #: 111-1701069-2572261 SanDisk 256GB Extreme PRO SDXC UHS-II Memory Card which was purchased as a gift for me. The total amount that was supposed to be refunded is $277.54. The return was accepted by Amazon and the product was shipped back and delivered back to Amazon on November 16, 2023. As of today I have not received the refund and they are in possession of my product. The refund was to be issued as a gift card credit on my amazon account. (see attachment screenshots)I have been told incorrect information from every customer support agent I contacted via chat or phone by amazon and I have yet to have someone follow up about where my refund is and when I will receive it. After a week of being told the refund would be issued to me and misOn November 27th I received an email from amazon stating "Because we noticed abnormal activity on your account, we need 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." I followed there instructions and uploaded my drivers license and received a confirmation stating it had been received on November 27th, 2023 @ 2:11pm. I was told to wait an additional 3 days and to contact customer service going forward. As of today no refund has been issued and I continue to receive no help in resolving from amazon, Ive been told we never got your identification even after they sent an email confirming it had been received. I've tried to contact them via phone and chat and I've only received 20+ automated email responses that I have could not reply to or received any additional information.At this point they have my product but refuse to refund me my money or communicate with me on what the delay is or when it will be issued. I want the money back issued to my amazon gift card balance as it states it would be on the documentation that was emailed to me.
Business Response
Date: 12/15/2023
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 111-1701069-2572261.

After careful review, we found that you have already submitted an ID with us, but we were unable to validate it. To proceed further, kindly resubmit the *** so that we can validate it and help you 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,
*********
Initial Complaint
Date:12/13/2023
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.
Order placed November 21 ORDER # ***-9334896-6777004 I never received the order. Was found to be stolen. When going through the process to find out what needed to be done, I was informed that once the police report was filed, Id be sent the items I ordered for the price I paid for them. I ordered these things under black friday promotions. Finally got the police report approved, but now Amazon isn't honoring the prices on the items. I wouldve ordered the items again when they were on sale if I was properly informed that I wouldnt get the things after the police report goes through. Now the items are way more expensive than they were when I ordered them.
Business Response
Date: 12/15/2023
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 111-9334896-6777004.

After careful review, we see the information communicated by our team is correct. We see a refund has been processed on December 13, 2023 for $115.79 to your original payment mode.

At this point of time, we are unable to issue price difference on the order.

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: 12/16/2023

Complaint: 21005110

I am rejecting this response because:
I was initially told Id get the items. And now all the items are like double in price from what was paid. If it wasnt for them telling me Id get my things, I would have reordered all of the items at the sales prices
I would like the items for the amount I paid for them originally.

Sincerely,

*****************************
Initial Complaint
Date:12/13/2023
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.
On December 5th, I placed an order with Amazon. The order got delivered on December 10th. On the day the order was being delivered, we had torrential rain. The Amazon driver left the package outside without ringing the doorbell. When we noticed the package was delivered the box was soaking wet. As a result, the item was itself got damaged. I contacted Amazon on December 13th to advise them of this and that Ill need a refund however they are requesting for me to send pictures of my ID before I can get a resolution. They did not ask any probing questions or even request that I send them pictures of the damages. They only insist that I send my ID. Ive ordered things from Amazon before and this is my first time requesting a refund so I am not sure why I need to offer such a personal information.
Business Response
Date: 12/15/2023
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 113-5288462-6681064.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be 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":
************************************************************************************

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.

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,
*********
Initial Complaint
Date:12/13/2023
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 a gaming laptop from Amazon for a sale price of $699.00 on 11/24/23. After a couple of days of waiting to receive the item the order showed a message stating that the item was delayed and I would get an update soon. On 12/1/23 I still had not gotten any update so I began reaching out to customer service to try and resolve the issue and receive the laptop I ordered. I was assured Amazon would take care of the issue and after multiple phone calls I finally received am email that the purchase had been canceled. When I again called Amazon customer service they told me I could order the item again at the now higher price of $849.00 and Amazon would refund me the $150.00 difference once I received the laptop. Being assured that they would fulfill their promise I ordered the laptop again and once I received the laptop I called customer service to discuss how to get my refund and they essentially told me there was no record of that conversation ever happening and they had no intent of fixing the issue because they do not price match. I feel this is very shady business practice that several Amazon employees assured me they could easily refund the price difference but when it came down to it Amazon not only didn't honor their word they called me a liar. I have no recourse other than to return the laptop or just take the $150.00 loss.
Business Response
Date: 12/15/2023
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 your order. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and order details, I have successfully issued a refund of $150 Gift card to your account, which can be used against your next order with us.

To access your gift card balance and usage history, visit Your Account:

**********************/gp/css/gc/balance/

Once again, we apologize for the inconvenience and frustration this situation has caused you.

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:12/13/2023
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 sent an item for a refund a month ago and Amazon has yet to refund me, kept delaying my refund even tho they've received the return on 11/20/23. Today I chatted with an agent with Amazon and they've told me that I need to submit ID before they can start the refund, which shouldn't be necessary since they have my information on my account.
Business Response
Date: 12/15/2023
Hello Chi Man,

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 your order that was returned . It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

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:12/13/2023
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 purchased an item and it never was delivered on the original date. I waited an extra extra five days for it to be delivered and still nothing. I checked the tracking history and it doesnt even give out a delivery day which means the package is lost. Now they (Amazon,) are telling me that I have to wait an extra two weeks because they dont know where the package is. I shouldve received this package a week ago and the package is lost somewhere. Amazon wont become responsible and they have my money. I want my money back because this is a scam! They have my money and they wont be become responsible for something that its not even my fault. They even said that if I dont want to anymore, they can provide me with the refund and thats another complete lie because theyre not giving me my money back!
Business Response
Date: 12/15/2023
Hello,

I am ******** 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 delay in the delivery of your order.

Upon checking on the details, I see our team have already escalated this issue to concerned department and as per the updates received from them, this order is now expected to be delivered anytime by December 21.

I know this isn't the date that was given when you placed this order and I sincerely apologize for this delay. I request you to please wait until Dec 21. If you do not get this delivery by this time, I request you to please contact us through chat or call so that our team will be able to take the action and help you further.

If this is too late to receive this package by Dec 21, I request to please refuse the delivery or return the order when it arrives. I appreciate your cooperation on this matter.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:12/13/2023
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.
On 9th December 2023, I purchased an item on Amazon.com but the wrong item was delivered. I contacted Amazon.com customer service support to resolve the issue. After explaining the situation (a few times) I was assured that the item will placed for a return and a refund will be issued. However, when I tried to process the refund, I was unable to! Instead I was asked for ID documentation over and over again? I tried to get Amazon support but it refused to connect.How is this possible? This is just an online market! Not a govt agency, not an official entity! Why would I need identifications to get the correct product that I PAID FOR??All want is the correct product or a refund of the amount paid! Is that too much to ask?
Business Response
Date: 12/15/2023
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 your order. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and I could not find an Amazon account associated with email address mentioned in the complaint.

I request you to include email address that is associated with your account and also order numbers if possible, in your response to this email.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

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: 12/18/2023
BBB, I just wanted to update you on the situation. Amazon has issued a refund confirmation. But I have no idea if this refund will be processed after the item has been returned.
I will aim to return the item within 48hrs.
Thank you
Customer Answer
Date: 12/18/2023
Apologies, not sure if its a mobile phone issues but navigation is a little tricky on here understanding how to respond to complaint reply or just to BBB request for more info. It keeps clashing.
However, in response to Amazon, yes, I mistakenly wrote the wrong email address, but as its a direct personal info, Im not sure I should post it within this message.
However, I can provide you with the order No and item:
#***-2432543-3254600
Ecoblossom Menstrual Cup Sertilizer Steamer. $27.05 (including Tax).
It you have any more queries pls contact me.
Thank you
Business Response
Date: 12/20/2023
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.

Thank you for the order details.

Upon reviewing, I see that a refund on return for the item is processed on Monday, December 18, 2023.

Once the item is returned, it can take up to 30 days to process the return and issue a refund.

For more information on Return policies, you can view our website Help page using 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:12/13/2023
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.
Purchase an iPhone from Amazon and received a defective device returned the device and was advised it will take 3-5 days to refund. Told I would get a confirmation email never got it called back in and then told it will be refunded 5th of January and received an email stating I will not be receiving a refund.
Business Response
Date: 12/15/2023
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've reviewed your complaint and completely understand your disappointment with regards to return on refund for order#***-7865501-4601069

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

Upon checking the order I see that the return hasn't processed yet. Usually once the carrier receives your return package, it can take awhile to arrive at our *************** In most situations, returns are processed by Amazon in 30 days. In some situations, it may take longer.

This additional time allows our ************** to find and process the item.

Although the return has been marked as delivered, the ************** has to complete the return processing before the refund is initiated.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation.

Fore more information refer to our Refunds page for more information:

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

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,
*********
Initial Complaint
Date:12/13/2023
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 made a return to Amazon for my order 114-0758061-7180233. They received the return but are refusing to issue a refund without receiving a copy of my ID. This is unnecessary information to return the money I paid for my purchase. I do not feel comfortable providing this personal information to Amazon.
Business Response
Date: 12/15/2023
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 114-0758061-7180233.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be 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":
************************************************************************************

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.

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,
*********

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