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

59,636 total complaints in the last 3 years.
21,513 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:12/12/2023
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 # ***-3189761-8968259 placed on 12/06/2023 was returned to the merchant on 12/11/2023 via *** courier with tracking number 1Z6E55409068879725 Refund still has not been issued
Business Response
Date: 12/13/2023
Hello,

I am Mahendra 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 the order #***-3189761-8968259 regarding refund for the item you returned.

Based on return tracking information, the item marked as returned to fulfillment center on Dec 11, 2023.

Refunds are processed within ***** days once we receive your return. Shortly after, you'll receive an e-mail message confirming your refund.

I request you to wait for the refund to be processed automatically as we don't have option to take action.

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

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 12/14/2023

Complaint: 20995730

I am rejecting this response because:
Actual refund has not been issued and the consumer has received no reasonable explanation or resolution for the delayed refund

Sincerely,

***************
Initial Complaint
Date:12/12/2023
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.
Amazon is making it extremely difficult for me to return an item I purchased. I purchased Beats from Amazon on 11/18. A week later, I purchased a different pair on sale for Black Friday and wanted to return the ones from Amazon. Amazon gave me the option for a *** pickup return only. I missed all attemps as I work during the time they would come to pick them up. Now they are saying there is suspicious activity on my account and they are requesting outrageous private information from me just to do my return and get my refund.
Business Response
Date: 12/17/2023
Hello ******,

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

I've reviewed the complaint and understand your concern regarding refund for returned item from Order 112-0034051-4148267.

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund.

We may also request additional information before granting your request. Amazon takes all security-related matters very seriously and your account security is our top priority.

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

I see that ID was submitted on December 12, 2023. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:12/12/2023
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 is requiring photo ID before receiving a refund for returned merchandise. will not refund me if i dont provide this information. there is a biometric information class action investigation ***************************************************************************************************** and i wish not to give my information that will most likely be sold to 3rd party. RMA DFXmlRdvRRMA contained these items i wish to get refund they have received my return since 12/4/2023.Order 114-8719059-1895436 GPS Computer Mount for Aero Bars, TT Bars, or Tri Bars for Road and Triathlon Bikes Compatible with Garmin, $16.99 Wahoo, CatEye, and Bryton with GoPro Action Camera and Bike Light Attachment Order 114-5250738-1917849 ASUS TUF Gaming A1 External M.2 NVMe SATA PCIe SSD Enclosure - USB-C, M.2 Q-Latch for Easy Installation, Drop Resistance, IP68 Water and dust Resistance, PS5 and Xbox Support,Black Order 114-3818084-4797868 MroMax 10Pcs Cable Clamp 10mm Dia EDPM Rubber Cushioned Insulated Clamp 304 Stainless Steel Pipe Clamp ****" R Shape Metal Hose Clamp Tube Holder for Pipe Tube Wire Cord Installation Order 114-3552959-0273000 GORIX Bike Front Rack Carrier MTB Road Bicycle (GX-Rack Order 114-1574252-8333008 UPANBIKE Bike Handlebar Bicycle Rest Handlebar Time Trial Cycling TT Bar Triathlon Aero Bar for Road Bike $22.99 Mountain Bike ****mm Clamps
Business Response
Date: 12/23/2023
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'm sorry to learn you haven't received refunds for the orders that you returned. I understand you've been asked by our team to submit valid ID in order to proceed further with the refund process. 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.

Moreover, Once the carrier has received your package, it can take up to 30 days for us to receive and process your return. Check on the status of your return by visiting:

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

You can find information about returns and refunds by visiting: *******************************************

Order ID: ******** Total refunded:$18.60
Order ID: ******** Total refunded:$43.79
Order ID: ******** Total refunded:$6.91
Order ID: ******** Total refunded:$52.56
Order ID: ******** Total refunded:$25.17

Upon checking your account and the orders, I've found appropriate refunds have been issued on December 22, 2023. These refund credits will be processed to your original payment card within 3-5 business days.

I thank you for your patience and understanding.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/12/2023
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.
I paid the ****** to pay off my card and the lady on the phone said it was not paid but yet it's paid and posted to my account but yet the lady says that it was refunded back to me because "the full amount was never there" it's either all or nothing she said the money come out of my account and now they say that they can't do nothing about it
Business Response
Date: 12/24/2023
Hello,

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

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:12/12/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a seller for Amazon. I recently sold a product, Squat Harness Lite Adjustable, to a customer who deliberately damaged the product by removing the connector rings. I took pictures that prove the deliberate damage done by the customer, yet ********************** always sides with the customer at the sellers expense. ********************** is basically saying that a customer can just break anything and get their money back at the sellers expense
Business Response
Date: 12/14/2023
Greeting from Amazon Services,

We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.
Customer Answer
Date: 12/14/2023

Complaint: 20995311

I am rejecting this response because:
The communication that was issued states that in order to pursue the refund, I must provide a picture of the return packaging. How was I supposed to know that I would need to save the return packaging? And what does the return packaging have to do with the condition in which the customer returned the product? There is no where in any Amazon seller training manual that indicates this being necessary in order to dispute a return.
The evidence that the customer abused the product is very clear. You can see immediately that they did not use the product according to instructions, and you can also see that it is not physically possible for the product to find itself in this condition on accident. The pictures I provided show enough evidence that the customer deliberately destroyed my product in order to assure his own refund. He would have gotten his refund regardless, but now I cannot resell the product because it is no longer in sellable condition. This is really a matter of accountability and a boken policy that continuously favors the customer over the seller; even when the customer deliberately destroys the merchandise. I just want 1 time; just 1 time, to see that Amazon will also go to bat for it's sellers.
Sincerely,

*******************************
Business Response
Date: 12/17/2023
Greetings from Amazon.com,

We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.
Customer Answer
Date: 12/17/2023

Complaint: 20995311

I am rejecting this response because:
I appreciate your response and looking into this case; I am simply leaving it open until it is resolved. While you are investigating this, perhaps you can look into alternate way to contact Amazon when there are issues like this. This is definitely not the first time that Amazon's return policies automatically favor the buyer over the seller, despite the buyer deliberately abusing merchandise. My wife is an online reseller, and she encounters this problem very frequently- buyers experience buyer remorse, then they don't know that they can still get a refund without having to intentionally damage the merchandise. It's gotten so bad that she has to film the packaging process to show every corner of the item as proof of its condition in case the buyer decides to destroy it.
I think Amazon needs a better resolution path for sellers so that we don't need to open a BBB complaint whenever the walls come closing down on us.

Sincerely,

*******************************
Business Response
Date: 12/28/2023
Greetings from Amazon.com,

We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.
Customer Answer
Date: 12/28/2023

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:12/12/2023
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.
CASE: Amazon.com error for items returned as not and automatic system charged my bank account. Error occurred 3 times and was promised $10 promotional credit as compensation for the inconveniences and my time. 7/18/23 $15.81 Retro Rewind Polarized Sunglasses for Men and Women - UV Protection... (111-9784303-9322626)9/26/23 $27.35 BALEAF Women's Joggers... (112-2435105-2344256)10/4/23 $18.99 Feetures Elite Light Cushion No Show Tab - Running Socks for Men &... (111-6293445-4485041)Total amount of all the items that were charged (later refunded): $62.15 10/24/23 $10 Promotional credit email confirming compensation and order numbers of the last two errors. 12/12/2023 **************** said the promotional credit was a mistake, an error, a lie, there is no option to compensate you and "Amazon.com does not provide promotional credit."
Business Response
Date: 12/14/2023
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'm sorry for the inconvenience caused with the retro charges processed on the orders mentioned in your complaint and about the $10 credit that was promised to compensate for your time.

I've reviewed the details of the orders and see that the retro charges were already refunded back to your card charged.

With regards to the $10 credit, I'm sorry about the misunderstanding and incorrect information that you received. The previous correspondence doesnt correctly reflect our current procedures at this time.

However, to help you with this, I've applied a $10 gift card balance to your account as an exception.

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

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

I hope this helps. Have a great rest of the day!
Regards,

****** K
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:12/12/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am strongly suspicious that the Amazon driver falsified delivery of my packages. My address is in ***** at a **** PO BOX which the packages were suppose to be shipped to. The Amazon driver sent a photo of a doorstep and stairs that is clearly NOT the **** PO Box in ** which is proof of marking these packages falsely delivered ******* Street view proves the image doesn't match).Furthermore, if you check the tracking number on this order ending in ****, you can clearly see the packages were sent to the *****************, NOT *****. The packages were out for delivery in ********** ******** at 10:18am meaning it was scanned on a truck and leaving an Amazon Facility nearby. It is IMPOSSIBLE for the packages to arrive in at the *********** in ***** at 1:17pm as the images attached show. It would be a 30 minute drive to the **************, a 2 hour and 5 minute flight to my local ***** airport, a 20 minute drive to the Amazon facility near the local ***** airport, and a ************************************* *****. (NOT INCLUDING PROCESSING TIME). 10:18am + 30min + 2hr + 5min + 20min + 25min = 10:18am + 3hr and 20min = 1:38pm (NOT INCLUDING FACILITY PROCESSING TIME AND ASSUMING I AM THE FIRST STOP FOR THE AMAZON DRIVER). Clearly it is IMPOSSIBLE for my packages to be delivered in the timestamp it was shown on the tracking number. In addition, the **** in ***** conducted an investigation and never scanned the packages in and never found the packages that the Amazon driver marked delivered. Lastly, when I tried to reorder some of my items again ORDER ending in ****, Amazon tried to deliver my packages once again to ********** ********, caught the packages at their facility being the WRONG ADDRESS, and marked it RETURN TO SENDER. CLEARLY Amazon at the ********** ******** facility recognized that my packages were NOT BEING SENT TO THE RIGHT ADDRESS, so why didn't the Amazon driver on my ORDER ending in **** return to sender?Please refund my entire order ending in ****.
Business Response
Date: 12/13/2023
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 inconvenience caused regarding the missing order. I've shared your feedback with our team to avoid it in future.

I can see the issue was escalated to our team and they have already issued a full refund of $201.83 on your account as ********************** gift card balance on Tuesday, December 12, 2023 at 11:07 AM (PST). The refund balance is available on your account and will be applied at checkout when placing any order with us.

I appreciate your time and patience 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
***********************************
Customer Answer
Date: 12/13/2023

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:12/12/2023
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.
On Nov 8, I initiated a return for Ring door bell (ORDER # ***-5100997-2386636 ) that my agent helped me to install on my rental property but it doesnt fit. Nov 13 i have dropped at *** store with tracking# 1Z6E55409064757471 and it was delivered back to Amazon Nov 17. However per return status in my account it keeps posting off the refund issue date and today I reached to the customer service they told me the refund has been requested will get confirmation in email. However, I received a request for additional identity verification, with Amazon Customer Support advising me to upload a copy of my ID. I am deeply concerned about the potential misuse of such sensitive information and the necessity of such verification for a standard return process.Requesting personal identification for the sole purpose of processing a return may raise legal questions about compliance with privacy laws and consumer protection regulations. I urge Amazon to review its policies to ensure alignment with applicable laws.I urgently request to expedite the processing of the refund for the returned item.
Business Response
Date: 12/13/2023
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 inconvenience caused regarding the delay in the refund for the returned order. I've shared your feedback with our team to avoid it in future.

I've requested a refund for $374.49 back to your original payment method. The refund should reflect back in 3-5 business days on your bank billing statement. No further action required from your end.

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
***********************************
Customer Answer
Date: 12/13/2023

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:12/12/2023
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 placed an order on Amazon for 2 of the Similac Infant Formula cases to be delivered to my house. They were delivered on time but some of the bottles had busted open during shipment and had leaked all over the rest of the bottles and the box. Everything was sticky and ruined because of the spill - we had to throw everything out because it got everywhere. I didnt think to take a picture of spilled formula before throwing it out. I contacted Amazon to get a refund (or replacement - I would be happy with either) and explained the issue. They told me I needed to submit my ID in order to get the refund. I did that and they still denied me my refund. Now they are insisting that I send pictures of the spilled formula, which I dont have. At the time of the spill, I cleaned it up and threw out the bottles and did not take any pictures. I have tried to explain this to them but no one will help me.
Business Response
Date: 12/13/2023
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 damaged item and refund issues.

I apologize for the inconvenience.

I would like to inform you that our specialist team needs to verify your identity before we can consider requests for a refund or replacement in usual cases.

However, as its a non returnable item, they'll need pictures of the damaged items in order to take an action.

As there is no damage proof provide, we'll not be able to take any action on it from our end.

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:12/12/2023
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 purchased the item on Oct 14th 2023, the item was canceled before delivery by me on Oct 16, 2023 due to item not being deliver on time as promised. I have contacted customer service, and customer service supervisors ***** times and have been assured the refund will be issued. Each person I speak to gives me a different time frame in which I should expect my refund to original payment. 2-3 days, 3-5 business days, up to 30 days, ***** hours, etc. a total of 57 days have transpired since my refund has been requested for an item I do not have. I am being charged intrest at a rate of *****% for the 57 days.
Business Response
Date: 12/13/2023
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 as it returned to seller.

I can confirm that the refund has been issued on Tuesday, December 12, 2023 at 8:26 AM (PST)
Refund amount : $1378.34

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

Usually it takes 2-3 business days to process this request as per banking institutions.

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 12/13/2023

Complaint: 20995194

I am rejecting this response because:
My refund for the canceled, not returned item was not processed at the time you allege. The refund was finally processed after 57 days and over 15 phone calls and emails with multiple customer service departments only after I contacted the better business bureau. The refund was processed at 2:19 pm on December the 12th not at 8:- - AM as you have stated. I spoke with customer service twice on the morning of the 12 December, 9:40, and 10:51 AM, the morning before filing with BBB and the refund was still not processed or approved at that time I spoke with customer service.
I am also seeking the interest charged unnecessarily to my Apple credit card for the 57 days you held my money for an item I canceled before delivery and made numerous attempts to reconcile. I had been told 3-5 business days to process my refund for 57 days. The interest I was charged at a rate of *****% on the $1,378.54 at the time of you holding my money.

Sincerely,

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

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