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

59,609 total complaints in the last 3 years.
21,564 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:
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 purchased two bags of dog food from Amazon on 12-5-23 with a delivery date for 12/9/23. My package came but was missing one bag of dog food. I called and spoke to Amazon representative and they told me the item should arrive on 12-11-23 and they will issue me a refund at the same time. I never received the item. I called and spoke to a ****** about my situation and he said he'll reorder the item for me but I can not get a refund. I don't like being lied to by a company I pay a membership fee for and they tell me lies. Now I have to go out and spend extra money on dog food for my pet because Amazon stole my money and did not deliver my package. I want what is owed to me and promised by Amazon.
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 missing bag of dog food.

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 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: 12/14/2023
Here goes receipt
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 missing item Pedigree Puppy Growth & Protection Dry Dog Food Grilled Steak & Vegetable Flavor, 14 lb. Bag.

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

Upon checking I see that the refund of $18.49 has been issued to your original payment method on December 13, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience and understanding.

Regards,
Pratap
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:12/11/2023
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.
Dear Better Business Bureau,I am writing to bring to your attention a pressing issue I am currently facing as the owner of the Amazon seller account for Mr. *** and Order LLC. The purpose of this formal complaint is to express my deep concern and dissatisfaction with the unresponsiveness and lack of assistance from Amazon Seller Support regarding a critical matter that has led to the suspension and locking of my account, as outlined in Section 3 of Amazon's Business Solutions Agreement.The suspension of my account has created significant challenges in addressing issues with our valued customers, as we are currently unable to access our seller account. Despite our diligent efforts in submitting appeals and promptly providing the requested information to Amazon, our account remains suspended, and we have yet to receive a satisfactory resolution despite persistent follow-ups.In light of this, I am seeking your assistance in bringing this matter to the attention of Amazon. I kindly request that you conduct a prompt review of our appeal with the objective of reinstating our account at the earliest convenience. Your intervention is crucial in resolving this issue, and we eagerly anticipate your response.Should you require any additional information or clarification, please do not hesitate to contact me at ************************ Your prompt attention to this matter is highly appreciated, and I thank you in advance for your assistance.Sincerely,***************************** ****** Mr. *** and Order LLC ***********************
Business Response
Date: 12/13/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods 13 December 2023.

Sincerely,
Amazon - Seller Performance.
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 have an order for $9.16 order# ***************** on 12/6. The solution is defective I tried to do return through the web site on 12/11, its was running slow. I called customer service was told that they would have *** pick it up and I have to pay, but he would give me a credit to cover the cost,then ** told that he needs to talk to a supervisor then he comes back says I have to be transferred. What the next person I talked to said why I was returning the item wasnt the reason at all. The next person I get she tells me that they dont have that option and I have to take it to a Whole Foods or a *** store. Then she said I have to give an ID and its a new rule, I have to provide it through a email they are sending. Then she said she would have to hang up since there were no other opinions. This happened with a order I had 11/24 ***************** that order I was hung up on 5 times found one person ***** L she did what I asked that was to look where my item was she found it and found it was in transit it was suppose to come with other items. Was told by first 5 that they sent a escalation I have to wait 3 to 5 business days to get answers claimed they didnt have a tracking number yet they were reading from the same thing I could see. I told them I had a tracking number was basically told I was lying. When I got ***** L she took the tracking number I had and found what was going on with my item. I did what she told me to do, called the next day to see if it was out for delivery, called was read from the notes would not listen to me and hung up on for the 6th time. Amazon customer service is rude, lies to you customers and will not listen only reads what they want on the screen. When you call them out on what they say they back track or hang up on you and flag your account. I shouldnt have to provide ID (said it was a new policy because of a increase of return fraud) and have trouble returning a $9.16 defective item.
Customer Answer
Date: 12/12/2023
They have given me 6 days to respond. When I called back you chat system say there is no order. Which means they deleted it so I cant make a return.
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 111-5884401-8332227 and 111-6139086-7995419.

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

Complaint: 20993144

I am rejecting this response because: This is the response you get they are not investigating anything they went in and read a script and based off notes which they didnt read completely only using parts that not put in correctly wording is wrong,that they want to use same as when they talk to you on the phone, they talk over you and dont listen when you call. This is the standard response you get they say I looked into it when they havent done anything.

Sincerely,

*************************
Business Response
Date: 12/15/2023
Hello,

I'm Prashanth from Amazon.com.

I truly do understand your hesitation with regard to submitting your government issued ID for verification, and your frustration with the current situation.

We also appreciate the amount of time you have been by our side, which is why, if there was an alternate way available to take action on the order, I would have done it for you. Unfortunately, in this case, there is not. This is primarily for the trust you have placed in us to maintain the safety and security of your account.

We request your understanding and co-operation with the verification. I will also put this forward to the relevant stakeholders, so that they are aware of your experience and the impact this has had.

Thank you for your patience and understanding in this regard.

Regards,

*********
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.
Amazon claims that my delivery issue has been resolved. However, the very next item was once again delivered by Amazon Prime without following delivery instructions. The Amazon representative, Vishal, has not returned an email in a month. Amazon's continued willful disregard of a legitimate customer service and delivery issue is the height of arrogance and their refusal to address harassment by their drivers and the release of personal information without customer consent is inexcusable.
Customer Answer
Date: 12/14/2023
This issue has been ongoing for at least 9 months. The last order number was 112-2099432-3574662.
Business Response
Date: 12/20/2023
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 complaint and I'm sorry to know the delivery issues with Amazon Logistics aren't resolved.
In this case, I'd suggest that we deprioritize Amazon Logistics as carrier for future orders. Please reply and let us know if you'd like us to proceed with this.
Thank you for your patience and understanding and look forward to hearing from you.
Regards,

*******
Amazon.com
*****************************

Customer Answer
Date: 12/20/2023

Complaint: 20993138

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 12/28/2023
The solution offered by Amazon is the exact same one that has failed to correct the situation in the past. They still refuse to speak with me directly and explain options. They are content to claim they have taken action while nothing changes. I have never had a call or email from Amazon that actually addressed my specific concerns and complaints. Quite honestly, I can say the same about the BBB
Initial Complaint
Date:12/11/2023
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.
My son is sharing his Amazon prime benefit with me his ******** live in the same house hold. Amazon offers this option as a prime benefit. I am unable to use these benefits any longer. Ive reached out to Amazon 3x with no resolution. They are not providing a service they promised. The picture attached shows I do not have prime which I should.
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 household.

To help you with it, we need the registered email ID of the primary owner of the household account in this case your son and the registered email ID of your account on which you are unable to access household benefits. Once, we've the details we can look into it and help you further.

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:12/11/2023
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 is requesting a personal, private information from me (state issued ID) in order to process a refund of a purchase that I returned back in November 2023. They confirmed that they received the returned item on 11/20/23 but they are still withholding to issue the refund as of today (12/11/23) until I provide ID to "validate my account". This is not legal, they must uphold their return policy, they do not need to request my ID to issue the refund. I asked them if my account is suspended, they said no, and I can still continue to make the purchase as necessary. How is this logical? Please reach out to Amazon and have them process my refund of $348.40, for the ***** # ***-7772540-4341030, *********************** Women's XL Link Hoops, P710 Gold, One Size.
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 111-7772540-4341030.

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

Complaint: 20993054

I am rejecting this response because:

This inquiry is not resolved. Please send me a link to this new policy that clearly states what youve provided as For certain orders, our specialist team requires a government issued identity proof to investigate the order in question.

Based on what is publicly available, such policy does not exist and this is violation of Amazons return and refund policy. Are you aware of this?

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

Until this new policy is legally validated, no, you may not force me to provide my ID to get a refund for an item that I returned and Amazon received. That is fraud.
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 has been "waiting for my return" for an item that was automatically returned by an Amazon locker. The item has never been in my possession and I have been given the run around for well over a month at this point. Every time I contact customer support I am told that the issue has been "escalated" but nobody ever contacts me, or if they do they don't understand the issue.
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 refund for orders which are being returned by an Amazon locker.

Upon reviewing I can see that our specialist team has issued a refund for 2 orders recently, below are the details:

Order ID: ******************* for ******** Galaxy Tab S9+ Plus ****" 256GB , WiFi 6E Android Tablet, Snapdragon 8 Gen 2 Processor, AMOLED *******S **** IP68 Rating, US Version,2023,Graphite ( $946.80 )" refunded for $1015.44 to your payment method on Tuesday, December 12, 2023 at 11:48 PM (PST)

Order ID: ******************* for ******** Galaxy Tab S9 11" 128GB , WiFi 6E Android Tablet, Snapdragon 8 Gen 2 Processor, AMOLED ******* S **** IP68 Rating, US Version, 2023, Graphite ( $757.26 )" refunded for $812.16 to your payment method on Wednesday, December 13, 2023 at 12:33 AM (PST)

However, if you are talking about a different order, I would request you to provide the details of the order with order ID and item name so that we can check and assist accordingly.

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.
ORDER # ***-8405010-1971425 Returned item via **** tracking reference 1Z6E57E29053502631.Amazon refused to refund unless I provide government ID. Since this is a case of refund which the merchandise has been returned and recevied, they are on no legal ground to hold the fund. And since there were previously info leaks linked to tech companies INCLUDING Amazon, I refuse to provide my ID to ********************** to get my legal refund back. They should give it back anyways.
Business Response
Date: 12/24/2023
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 100% Talalay Latex Pillow, Extra Soft Latex Pillow for ************************* style="font-family: arial, sans-serif; font-size: 13px; white-space-collapse: preserve-breaks; background-color: rgb(250, 250, 250);">
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
Initial Complaint
Date:12/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon is refusing to provide a refund for merchandise that was returned over 5 months ago. In order for me to get my refund they demanding I provide them with private/personal information otherwise they will not give me my money back.
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 113-8822188-5713831.

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:12/11/2023
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 am writing to express my deep disappointment and frustration regarding the handling of my recent inquiry concerning Order #***-1014488-3129061. I received a damaged Garden of Life Multivitamin for Women, Vitamin Code Women's Multi - *********************************************************** resolving this issue through Amazon's customer service.Upon discovering the damaged product, I promptly contacted Amazon for assistance. Despite diligently following the instructions provided, including submitting my ID and photos of the damaged item as requested, I was shocked to receive an email stating that Amazon is unable to accept the return due to "health and safety reasons."Furthermore, my subsequent attempt to reach out to Amazon's customer service ended abruptly and rudely. During my interaction with your representative, I was abruptly ended chatted without a satisfactory resolution or explanation.This experience has left me extremely dissatisfied and inconvenienced as a loyal Amazon customer. I expect a certain level of service and support when encountering issues with products purchased through your platform, and unfortunately, this has not been met.I kindly request a thorough review of my case and a reconsideration of the decision not to accept the return of the damaged product. I trust that Amazon, as a reputable company, will prioritize customer satisfaction and take appropriate steps to rectify this matter promptly.Additionally, I implore you to investigate the quality of customer service interactions, ensuring that other customers do not encounter similar dismissive and abrupt treatment during their inquiries.I sincerely hope for a swift and satisfactory resolution to this matter. Please provide guidance on the next steps to resolve the issue with the damaged product.I appreciate your attention to this urgent matter and look forward to your prompt response.
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 Multivitamin supplements. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on December 11, 2023 for $51.76. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

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