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

58,730 total complaints in the last 3 years.
22,109 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.
On ****, my order # ***-0964894-9533868($202.68) bought on Black Friday is damaged in-transit so that refunded directly (w/o returning my additional $10 credits used in this order though). Since it lets me miss other Black Friday deals so that I requested a replacement instead of a return, the service agent promised that "I could place another order and Amazon would ***** me the price difference once it's delivered". I placed another ORDER # ***-5184496-9433063($314.27) per his instruction. Though after I received the order they broke their promise and wouldn't like to give me the price difference w/o reasoning. They just asked to me to return the new order, even didn't give my original $10 credits back. It wasted me $500 in transaction, 3-week waiting, extra pay for prime, $10 promotion credits and driving far to return -- I requested Amazon keep their original promise to give me price difference $314.27 - $202.68 = $111.59
Business Response
Date: 12/13/2023
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 112-0964894-9533868 and 114-5184496-9433063.

Upon review, we see the initial order placed on Monday, November 27, 2023 is a used item, when compared to the new item you've bought on December 4, 2023. As a result, there is a price difference in the order.

At this point of time, we are unable to issue any price difference on the order. We also see the credit for $10 is successfully processed and it is active on your account.

You will not see the credit on your account but you will see the credit applied to your account on eligible order sold and shipped by Amazon at the checkout page under the head "promotions applied". The items "sold and shipped by Amazon" can be found on the website and it will written under the item price.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/13/2023

Complaint: 20993644

I am rejecting this response because:
I have confirmed with the agent when I placed the order, there are no other used items from the same seller available that's also the reason I requested replacement instead of refund.

Sincerely,

*********************
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.
December 8, 2023 ORDER # ***-7706706-8524220 December 8, 2023 I ordered a camera from Amazon and on the expected delivery date I was watching out my window while the driver just drove off without even coming to my door.The day of the delivery the driver never stopped so I called support to have the driver come back as I was told the support could have the driver stop back at the end of his route. No one ever came with my order which was a camera I needed for my trip.Next day I called support and was told the package was damaged and they would need to acquire another camera but it would take 7 to 10 days so I asked for a refund and to cancel my order.I informed Amazon I never took position of the camera and the pass code they made my use to give the driver that was a new policy they implement due to high priced items was never used so I did not understand why the pending $1,021.25 could not be removed from my credit card to free up my line of credit and they said it was policy and refused to issue credit.I made a second call and explained my request again and the same issue came up and a threat to end the call, after I insisted to speak to her supervisor he gave me the same process and repeated January 8, **** and threatened to end the call without a refund.Amazon is a very powerful corporation and asking customers to obtain a pass code to give to a driver delivering a package as late as 10 pm in itself is a scary thought without a photo of the person and then not deliver and ask me to wait up to 30 days to get my refund.When I made my order Amazon never advised me of the delivery method of a code or that I must be present or give my code to another person.I consider this a very poor business practice and an abuse of power!
Business Response
Date: 12/13/2023
Hello ***************************,

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

I've reviewed your email regarding the order #***-7706706-8524220.

Upon reviewing I can see that our specialist team has issued a refund for this order for $1021.25 on Sunday, December 10, 2023 at 3:32 PM (PST) to your payment method.

Furthermore, I've forwarded your feedback regarding the delivery preferences for high priced items to our shipping team as a suggestion and they will take it as a feedback for future deliveries. We can't confirm if it will be changed right away but they will make changes gradually.

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,
****************
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 date Nov 24th for $248.49 on order 113-3783212-2731432. Item was returned in original packaging for a refund to my original payment method. This is my second return where I am being discriminated of. I returned this item a while ago and asked them to refund my item manually just like my previous order 113-0900669-1363462. They issued that refund before even receiving the return for a $740 total. Now they claim they dont do manual refunds and I have to wait. I asked them to speak to a returns specialist as they told me to reach out to do the same once they got this unit. Its been 10 days of return and they are taking their time on purpose now. The return no longer shows in the Amazon returns status it prompts me to restart the return act again. I still have email proof of the item being returned but that they have not received it. If I access the old return label I can see the progression and it clearly states it was delivered to you on Dec 1st. I have talked to 10 Amazon employees trying to reach a return specialist but they all refuse to even try. When I call the phone to try and reach the previous employee the line hangs up almost if they are purposely trying to ignore my calls. The leadership team is a joke as they end my chats while trying to dispute the return. As a manager that is very unprofessional, They claim they cant manually refund the item yet it was done by a returns specialist they just refuse to transfer me because they know it would be handled within that phone call. I spoke to a Karan and he ensured me my refund was scheduled to be processed today 12/11/23, when I reached out to the ********************* they confirmed that this was a lie and not try and to wait 30days. This is malpractice and needs disciplinary action form lying employees, regular employees always say we have the same resources but obviously not true. Im tried of them lying and hanging up my calls/chats with no resolution. I expect a refund and apology from them.
Business Response
Date: 12/14/2023
Hello ******,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the indentured item Seagate Storage Expansion Card 2TB Solid State Drive - NVMe SSD and your experience with our customer service team.

I'd like to start by apologizing for the experience you've had. We pride ourselves on resolving customer concerns quickly and accurately, and I apologize this didn't happen when you contacted us previously. I've forwarded the feedback to the leadership so that the agent can be coached.

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

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 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. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

If you don't hear from our ************** by December 29, 2023, please write back so we can find out what happened.

Thank you for your understanding.
Regards,
Pratap
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.
I recently returned an item to Amazon and shortly after *** picked up the return from my home address, I received multiple emails from Amazon stating that I needed to validate my identity before they will process the refund. I'm not comfortable uploading an image of my driver's license onto **********************, nor do I appreciate being forced into a situation where I am being made to provide sensitive information in order to have my refund processed!Therefore, I'm hereby requesting that Amazon stop being silly and process my refund already.
Business Response
Date: 12/13/2023
Hello *************************,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure. Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

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

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

I hope this helps! Have a great week ahead!
Regards,
****************
Initial Complaint
Date:12/12/2023
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.
Hello. Amazon is treating me horribly. I received an early message. The information you provided is not sufficient to confirm the payment. All pending orders have been cancelled. If you think this is an error, please contact Amazon customer service. Then I received a letter: That I can create records again. But I still can't create a new account. They do not provide me with letters. I also called customer support many times and they told me they couldn't help - write an email. They banned me for the rest of my life. My account ban was due to using different accounts. But this is an explanation. My main number is ************. On the first day, when registering the first glass, they replaced it for me. By asking for a bank statement. I downloaded and sent. But after, after logging in a day / two, I had an error when logging into my account: Are you looking for something? We regret. The web address you entered is not a valid page on our site. Go to the Amazon.com home page. This error was there all the time. This error is not my company, I have not created a new account on the phone number ************. Having made several orders, when I changed the card, my account was immediately frozen. Having provided all the information, they replied that this information was not enough to confirm my account. It's a lie. ********************** has all my documents. SSN (which I uploaded to Amazon flex, my card details, a photo of my license, a photo of my license with my face in the background, several months of statements from various bank cards I used, several months of bills with proof of my residential address. I I request that the higher management contact me, help me understand this problem (usual support refuses me, sending typical response letters) Help me delete all accounts that *** encourage me to use Amazon. I was also an Amazon Flex employee - and he also frozen I am an immigrant from *******, I lost my job at Amazon flex because of this.
Business Response
Date: 12/27/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

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
==============
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.
Hello,On February 16, 2022 our Amazon Seller Central account ORIGIN STORE was deactivated due to a related account suspension. Through working with a lawyer, we were able to get the other account reinstated. As the discussion between the lawyers took a lengthy amount of time, we were unable to get the ORIGIN STORE account reactivated in time before Amazon removed all of the reserved funds from the account in the amount of over $13,000. Once we reactivated the related account, we provided ********************** with the related account reactivation notice. The ORIGIN STORE account was promptly reactivated by Amazon and we appealed for funds release from ORIGIN STORE now that both accounts were in good standing. The funds have not been released. All INFORM act information has been confirmed and is up to date. Funds appeal was sent via email and has been ignored and money is still being held. Please help.
Business Response
Date: 12/16/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Customer Answer
Date: 12/19/2023

Complaint: 20993554

I am rejecting this response because: Amazon's apathetic "We'll get to it when we get to it" response is not acceptable. This money has been held for over a year. The account is currently active, in good standing, and has received disbursements following the removal of the suspension. There is no reason for this money to be held by Amazon.

Sincerely,

***********************
Business Response
Date: 12/22/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.

Regards,
Amazon
Initial Complaint
Date:12/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am merchant token A1VHFVDTSDHVOR a 3rd party seller on amazon. My amazon ****** account is suspended and their is no path toi open it up . We can not get ahold of anyone in ****** and it is risking taking our main account. We did nothing wrong and it is a reeor in amazon system Please helpo
Business Response
Date: 12/14/2023
Hello,
The email address through which this complaint was raised, ************************************ is associated with an Amazon account registered in the Amazon Mexican store.

We recommend that the seller sends information about this complaint to Amazon through the channels offered to the seller via email or through the sellers Account Health Dashboard in Seller Central.
Thanks,

The Amazon Seller Performance Team
Initial Complaint
Date:12/11/2023
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 will not allow me to return an item without submitting my drivers license which is illegal. They say it's their protocol for all returns, but it's not. It's a violation of my rights as well as not being a requirement
Business Response
Date: 12/14/2023
Hello ******,

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

I am so sorry to hear of the issue you have shared with us regarding the refund and return for the items from Order ID: *******************.

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

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.
Also, please be assured that details provided are secure. You can review our Privacy Notice by clicking on the below:
****************************************************************************************;
Thank you for your understanding.
Regards,
Pratap
Initial Complaint
Date:12/11/2023
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.
Bought a chunk light tuna that was a rushed shipment. Tuna came extremely dented to the point 2 of them were leaking out . Contacted Amazon to try getting a replacement . They are asking for outrageous personal information including my ID. Ive been a ********************** member for years and havent felt this violated yet by Amazon. Why am I treated like Im a fraud. Then ******* will tell me after 3 days the picture I sent that of proof that the item was actually damaged will be CONSIDERED like whattttt ?
Business Response
Date: 12/13/2023
Hello *********************,

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

I've reviewed your email regarding an order placed on our website for 2x StarKist Chunk Light Tuna in Water, 5 oz Can, Pack of 8.

Upon reviewing I checked the order #***-5456202-4366659 for chunk light tuna, I see that our specialist team have already refunded for these 2 for $15.96 on Monday, December 11, 2023 at 9:51 PM (PST).

Furthermore, I can see that our specialist team needs to verify your identity because they were unable to validate the order details and had to check with you for ID.

********************** 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.

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

I hope this helps! Have a great week ahead!
Regards,
****************
Initial Complaint
Date:12/11/2023
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 purchased some furniture from Amazon in Dec of 2022 and returned the furniture the same month. Amazon sent me one *** return label and instructed me to place it on all 3 packages to receive my refund. I printed 3 labels and placed it on each box. Contacted *** to pick up the packages and they did. I was issued a refund but then it was reversed. Amazon states they did not receive all 3 packages and I will not be getting a refund . It turns out that Amazon recent me 3 different *** labels for the each box but it was after I had the items picked up. *** should not have taken the boxes if they were not able to send all 3 back to Amazon. I followed the instructions that were given to me and should not be punished for someone else's mistake. No one has money to lose and I am not a thief. I'm a 68 year old woman that has worked all my life to make a living for my family and provide them with a decent life style. Living off social security puts you on a restricted buying and to lose money that is solely my main source of income is not right. I am attaching all the correspondence I have that supports my issue. I ask that Amazon and the company ****** ************************* to get with *** to confirm packages were received and why they were not forwarded properly.
Business Response
Date: 12/13/2023
Hello ***************************,

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

I've reviewed your issue regarding refund for return of item.

Upon reviewing I was unable to find the order ID you're contacting about and there is no account related with the email you contacted us with.

In this case, please write to us with the order ID, so that we can check the issue.

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

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