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

58,044 total complaints in the last 3 years.
21,717 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:12/11/2023
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 made a return of multiple items from different orders and sent the items back, this was about 1 month and an half to 1 month and 1 week ago. I have not been refunded for these items and instead am being asked for confidential identity information. They are holding all my refunds for this. Order numbers- 112-2788618-1191468 112-4928443-0563435 112-3123427-7366630 112-1564701-8363451 112-9697835-6089848
Business Response
Date: 12/13/2023
Hello *******,

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

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

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

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

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

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/13/2023

Complaint: 20991887

I am rejecting this response because:there is absolutely no reason why i should be giving this business my personal identification for a refund. I have returned the items and currently you are hold over $100 worth of items. You let me continue shopping but wont refund me the money for items that you now have received as a return. You also did not make me aware this was needed until i reached out to the customer service department inquiring about not receiving my refund. It sounds very suspicious and shady how the refund is being held. I will not be providing you with personal identification.

Sincerely,

*************************
Initial Complaint
Date:12/11/2023
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 was trying to remove my snap card and it would not allow me to. After 30 minutes of trying I called Amazon just to be passed around, laughed at and hung up on.
Business Response
Date: 12/13/2023
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 your experience with our customer service team and that you are unable to remove the Snap card from your Amazon account.

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.

You can delete a card from your list of payment options in Your Account (*******************************************). Just go to "Your Payments", then select the card you wish to edit on the left side of the page. The card opens in the center of the page, click 'Edit' under the card name. Select 'Remove from Wallet' to remove the card from your account.
Thank you for your patience and understanding.
Regards,
Pratap
Customer Answer
Date: 12/14/2023

Complaint: 20991876

I am rejecting this response because:

Sincerely,

Anaalicia Cross
Initial Complaint
Date:12/11/2023
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.
Ordered on November 29, 2023 Order# ***-7409954-7816245 Bag received was unsatisfactory and subsequently was returned 12/06/2023 on via *** courier with tracking number 1Z R68 729 90 **** **** Merchant still has not processed refund for the returned merchandise
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 returned item Carhartt Unisex Snap Crossbody Bag Brown *** Size.

Upon checking I see that the refund of $42.39 has been issued to your original payment method on December 12, 2023. Since the order was partially paid for by gift card, $23.52 will be returned to your gift card balance in 2-3 hours and $18.87 will be returned to your card in 3-5 business days.

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

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 12/14/2023

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:12/11/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have returned an item from an order and they have received the item back but are now requesting personal information to receive a refund. If I do not send personal information they will not give a refund or allow me to request one for returned item. I asked an associate what was going because I received a suspicious email from Amazon saying my account had to many returns, the worker said they saw the email but didnt see anything wrong with my account. So they wont tell me more without my personal info.
Business Response
Date: 12/13/2023
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 returned item.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number or charge id pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 12/13/2023
This is the order in the attached file.
Customer Answer
Date: 12/15/2023
I am adding information that that is said to be missing that possibly could help.
I had a email delivered on Nov 29 2023 so I asked what that was about and the employee responded with there looks like my account was fine. My return was delivered back to them on Nov 17 2023 but had a note saying that it would be refunded by Dec 8th 2023 but that never happened so I reached out to Amazon on Dec 11th ******************************************************************************************************************************************************************************************* why I am being investigated or why they would need my personal info to start an investigation or why they would need that for a refund. Order number is 113-2965715-6614641 and was made on Nov 7 2023.
Business Response
Date: 12/16/2023

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 returned item Lamy **** Fountain Pen Black Medium 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.

Thank you for your understanding.
Regards,
Pratap
Customer Answer
Date: 12/18/2023

Complaint: 20991765

I am rejecting this response because:

There is absolutely no reason they need this information and they are not even giving a clear answer to why they are requesting it? If there needs to be an investigation what is stopping you from doing this or telling me why Im being investigated? Did I make a mistake do you not like that I return stuff? As far as I know two employees say my activity on the account looks normal so why is this happening? You are holding my refund hostage and not even saying youre going to send the item back so now you have my returned item and my money and are holding my account in limbo. So clarification would be appreciated.
Sincerely,

***************************
Initial Complaint
Date:12/11/2023
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.
Ordered the tuneful wig 32 inch body wave wig and package was late and also empty when I received it I want my money back 114-7884472-7341864 is order number. Item was $171.60
Business Response
Date: 12/13/2023
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 that you received empty package Tuneful 32 Inch 13x6 Lace Front Wigs Human Hair Body Wave HD Lace Front Wig Human Hair Pre Plucked 220% Density Human Hair Lace Frontal Wigs.

Upon checking I see that the appropriate team has sent you an email on December 11, 2023 requesting you for a Police Report.

Please reply back to the email with the police report so they can investigate and assist you on this issue.

Thank you for your patience and understanding.

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

Complaint: 20991712

I am rejecting this response because:

Sincerely,

***********************
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.
Amazon is refusing to provide a refund on items I have already returned weeks ago. They are now requesting I submit my government ID stating abnormal activity on my account. When asked the associate, they said they need it or else the case will be closed. I followed their return policy and no where does it say, they need my ID. I'm afraid this is a scam.
Business Response
Date: 12/13/2023
Hello ***,

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

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

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

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

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

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************.
Initial Complaint
Date:12/11/2023
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.
Order was delivered to the wrong address. The person who received my package informed Amazon then he called me. Amazon has yet to reach out to me about this issue. I have contacted them multiple times with ZERO RESOLUTION! I am not getting paid to do their legwork. I told Amazon that I even have the gentlemans phone number. Nothing. No text, no email and no phone call. Nothing. Then, at 3:31 pm December 10th, I received an automated email statement no Amazon would be contacting me within 6 hours. 25 hours later, no contact from Amazon. Then after contacting them again, not being paid to do their legwork, I was told to watch a website for communication from them. I WILL NOT spend my days waiting for them to post to a website that I have to check. They should be making a phone call to me.
Business Response
Date: 12/13/2023
Hello ******,

I'm Priyanka 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 to hear about the trouble you've had with your order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Could you please write back to us with the order ID so that I can investigate this further for you?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 12/14/2023
Directed towards Amazon.
Not satisfied with Amazon's response here and ZERO communication...on the phone...as I've asked for numerous times. We all have phones. So we can communicate. Why is it so hard to understand? Call a customer when issues arise. Fix things before customers become upset and frustrated by your lack of communication. You knew about the issue within 10 minutes of it happening and failed to reach out to me to resolve the issue. You knew from both parties within an hour of the issue, still didn't call. Calls and messages sent to Amazon...still never heard from you on the phone. Coward way to do business.
Customer Answer
Date: 12/14/2023
Issue was resolved after I contacted them again. Amazon still hasn't called me. An email/message doesn't constitute good customer service contact. Pick up the phone and call people.
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 placed an order with Amazon on October 14 2023 for a stove board for $210.99 with tax. When it arrived it was severely damaged and i immediately returned it . They refunded $158.24 on November 3 2023. I have a-z refund so i should have received a full refund. I have called them several times and they just keep telling me to wait 3-5days, 5-7 days or **** days each time. I have been buying through them for a long time and this is only my 2nd return. I have pictures of how badly damaged the product was and that the box they used was way too flimsy. They won't even let me put a review on the product to warn people. I want the rest of my refund of $52.75.
Business Response
Date: 12/23/2023

Hello,

I'******************* 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 any inconvenience caused.

I've researched and see that the refund for remaining amount of $52.75 was already issued to your **** card on December 18. You'll see the refund on your statement within 3-5 business days.

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

****************************************************************************************;

Thanks for your understanding.
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.
On 12/1/23 I was told by *** a Amazon call center rep that I would be getting a refund $269.78 due to a subscription I cancelled, and didn't have access to open the application which the subscription was for. The subscription was ******** I was getting charged since 10/14/21 (invoice attached). I provided the rep my order # from the earliest charges. She took my order information to her manager and she told me her manager approved my refund from that until Nov 2023. Attached is the confirmation of my refund on 12/1/23. I called Amazon back on 12/11/23 because I didn't receive the refund within the 3-5 days like I was told. I spoke 2 reps on 12/11/23. The first representative wasn't too friendly and often reached his voice at me. He placed me on a hold for 7 minutes and the call dropped. I called back &spoke to a manager named ********. I explained to ******** what happened on 12/1 & what had happened on 12/11/23 prior to our call. ******** stated the ************* was wrong & they can't give me a refund for the amount or time duration in which I was previously told I was getting refunded for. I asked ******** to explain how this can happen, she simply restated the policy has she knew it. She told they only refund for 3 months. I asked if she can open up a case or some type of escalation for me, she said no. She stated she is person to speak to, I asked can the calls be pulled, she told me no. I asked what are steps I can take to make sure this is being investigated & how I will be able to follow up. She said she will give the agent *** a warning. I asked again how can I know that this is being worked on in regards to my complaint on the process of filing a complaint she stated the refund policy again they don't refund for the duration I was previously told I was a getting a refund. Later she said she can give me a refund for 12 months after stating the maximum refund for subscriptions is 3 months, I said thank you told her know this is was very misleading.
Business Response
Date: 12/13/2023
Hello Myasia,

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 a subscription on our website.

Upon reviewing I can see that our internal team has already reviewed this and below is the response from them :

Thank you for contacting Amazon **************** and giving me the opportunity to assist you.

I'm glad that I was able to help you while we were connected.

As we discussed, I already sent a warning form to the previous agent because they provide the incorrect information. They will receive a coaching warning for the issue.

Ive request a refunded for $137.88 for ******* Plus " as a one time exception.

Refunds are issued to the payment method used to make the original purchase and usually complete within 3-5 business days.

If your account has been closed or canceled and you have another credit card with the same issuing bank, they can normally apply the refund to your new card. If you no longer have a credit card with the issuing bank, they should issue you a refund check.

I hope this helps! Have a great week ahead!

Regards,

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

Complaint: 20991493

I am rejecting this response because: this is not the resolution Im looking for nor, does it hits all points/issues I have addressed in my complaint. I was told I would get refunded from Nov 2021 until Nov 2023. The last representative told be only 3 months she allows to give an refund for but then proceeded to give me a refund for 12 months. As a long time Amazon Prime member and frequent Amazon shopper I am not happy about this entire situation and the lack of detail and rational explanation.

Sincerely,

*******************************
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.
Order Placed: August 21, 2023 Amazon.com order number: 111-0520639-2065858 Seller's order number: ******** Order Total: $1,357.65 Shipped on August 22, 2023 Items OrderedPrice 1 of: 2023 Apple MacBook Air with Apple M2 chip (15.3-inch , 8GB RAM, 256GB SSD Storage) (QWERTY English) Midnight (Renewed)Sold by: 6ave (seller profile) Delivered Aug 23 *********** employs sketchy tactics to avoid refunding. They will extend the return window on the label to bait you into delaying the return and provide you with a delayed shipping label so that they receive the item outside your return window so they charge a near 50% restocking fee on all returns and refunds after receiving the product and before ever seeing said product. This is blatant fraud. It is comical that Amazon allows a company on American soil to operate like in such a cunning manner and let their customers suffer because they were tricked into not fulfilling their 90 day window. Is it okay for Amazon to allow business to blatantly steal from their prime customers?
Business Response
Date: 12/13/2023
Hello Nalan,

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

I'm sorry for the trouble you had with the order.

I've checked and see that our customer service department has informed you that post 30 days of delivery of the item, you will receive only a partial refund.

Unfortunately we are unable to issue refund in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************

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