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

59,770 total complaints in the last 3 years.
21,467 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:11/19/2023
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 purchase a set of bedsheets from this company in August of 2021 via Amazon, which was both sold and shipped by THXsilk (screenshots) and took meticulous care of them, only washing them EXACTLY to the manufacturers instructions.Keep in mind this is close to a $1000 bed set.In October of 2023, the fitted sheet has completely torn in multiple places to the point it's not able to be used. No fitted sheet should last only two years and there are multiple complaints present on the internet with the same issue from other customers. I sent a professional and polite email to THXSILKS CS department pointing out the issue, hoping they would amicably send a new fitted sheet and apologize for the ordeal, but unfortunately after over a week of no response I was given the response "We can do nothing. I am sorry"I'd simply want a new fitted sheet and would love to put this to bed, no pun intended.
Customer Answer
Date: 12/12/2023
You can close this, company rectified the situation. Thanks
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 113-0834882-6362634.

Upon reviewing, we see the order was placed on August 18, 2021. Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

Due to the amount of time lapsed from 30 day return window, we are unable to refund/replace the order.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/13/2023
This complaint was NOT against amazon, BBB committed an oversight here. This complaint was against THXSILK, the seller, clearly labeled on the screenshots.
The issue has since been resolved, regardless.
Initial Complaint
Date:11/19/2023
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 received an item I did not order. I contacted Amazon told them I did not order it. Told them to cancel my Amazon card. They sent it over to fraud department. Meanwhile I sent the Item back. Got confirmation it was received back. They said I was to be credited back. 5 months have passed still trying to get taken care of. They are still billing me and my credit has went from good to bad.
Business Response
Date: 11/27/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on November 27, 2023. This email confirms that the refund has been issued for USD 537.36 to the original payment method.

Sincerely,

*****
Amazon.com
Initial Complaint
Date:11/19/2023
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 bought diapers size 5 from Amazon but they sent me size 3. My baby needs diapers size 5 very soon. And they make the process very long by asking me to provide my ID and picture of the wrong size diapers for them to evaluate if they send a replacement , it is a non returnable item but yet they did not want to send me a replacement until I send them proof. Well I dont want a replacement from them anymore, just a refund so I can buy the correct size at a physical store. Im sending here proof of wrong size 3 diapers when they shouldve sent size 5 diapers. My baby needs these diapers so soon and I do not have the extra money to buy more diapers when I already spent it and they sent wrong size.
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 understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

Please 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": ************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Thanks for your understanding.
Initial Complaint
Date:11/19/2023
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 asking for my ID for an item they are picking up to return I asked the driver to *** not leave the package visible and I received a harsh *** saying there is abnormality in my acct.
Business Response
Date: 11/21/2023
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 refund for the returned order.

I see our team have noticed abnormal activity on your account hence we needed to verify your identity before we can consider your request for a refund or replacement however upon checking on the order details, I see it is already refunded on your account on Monday, November 20, 2023 at 4:26 PM (PST) for $49.53 back to your original payment on Order ID: 114- *******- 1299435.

The refund should reflect back on your billing statement in 3-5 business days. If you have any other order or concern, please let us know the order# so that we'll be able to look into it and help you further.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:11/19/2023
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 not refunding me for defective laptop purchased mid-September. Prior to denying the refund or any support, they requested outrageous private information from me just to get my refund. I am a federal contractor and was told that I have to upload my Drivers License (Front and Back) to proceed.
Business Response
Date: 11/21/2023
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 111-8189843-8647418.
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":
************************************************************************************

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

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: 11/21/2023

Complaint: 20892992

I am rejecting this response because:
I have already provided this information and Amazon told me there is nothing they will be able to do to resolve this issue of defective merchandise.

Sincerely,

*************************
Business Response
Date: 11/23/2023
Hello,

I'm Prashanth from Amazon.com.

After careful review, we see the information communicated by our team is correct. It is best, we request you to pursue this matter further with the manufacturer.

Thank you for your patience and understanding in this regard.

Regards,

*********
Initial Complaint
Date:11/19/2023
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 not refunding me and that they are requesting outrageous private information from you just to get your refund. And also, I tried to cancel my prime membership and they are not refunding for that as well, since they are not refunding my returns even after they received the product and will continue not to refund for any future orders.
Business Response
Date: 11/21/2023
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:11/19/2023
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.
Hello,I made a purchase on Amazon on September 15th. The items were clothing and did not fit, so I sent the returns back within the return window. I received my refund instantly given I sent the items back via *** (qr code scanned, no box or label needed). Now Amazon/the merchant is charging me saying the item didn't make it back to the merchant, which I sent the item back via *** and did what I was supposed to. I have called Amazon a few times and everyone agrees that I did what I needed, but Amazon is asking me to submit a government issued ID (a driver's license or passport as an example) to look into my investigation further. I do NOT feel comfortable giving Amazon such private information and do not know where my information is going or who will have access. Also, my Amazon account has been hacked a few times, so I do not understand why or how Amazon can ask for private information to process a return or assist any custmers. I feel that Amazon is exploiting Amazon customers by requiring a government issued ID. Email on ******************** account - ********************** Order number - 111-6391789-5444206 Amount - $29.99 Item I returned/charged for - Modegal Women's Vintage Strapless Open Back Boned Mesh Bustier Zip Back Corset Bodyshaper Crop Top (white)Thank you for looking into this.Best,***************************
Business Response
Date: 11/21/2023
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 111-6391789-5444206.
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":
************************************************************************************

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

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: 11/21/2023

Complaint: 20892944

I am rejecting this response because: I returned the item via *** and was issued a refund and then charged over a month later. This matter should be dealt either with *** on the item or the Amazon delivery facility. I am being exploited for a government issued ID for a return that I made and I followed the steps to return the item. Amazon has no right to exploit me for sensitive information/documentation to refund an item that I returned.

Sincerely,

***************************
Initial Complaint
Date:11/19/2023
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.
October 30th I placed ORDER # ***-6699636-1473838 for $268.60 three pair of shoes with Amazons Try before you Buy. I was skeptical of using there try before you buy from reading the stories about being charged and not getting the order. But I decided to give it a shot and placed the order with a estimated delivery date of November 4th what a mistake! First my credit card was charged the full amount before the estimated delivery date then 2 days later the charge was removed. That seemed a little shady that **************** no charge for 7 days after delivered with try before you buy that I was already charged early. I checked tracking and on November 3rd the package showed it was in my city so I assumed I would get it the next day. The next day arrived and nothing so I gave them 4 extra days still the order never arrived. I for some reason could not chat with customer service with my specific issue so pretty crazy but I figured out how to cancel the order before delivery. The status of the order now showed cancelled and that if i was charged i would get a refund in 3-5 days that was on the November 8th. Now on November 18th I tried placing a small order on Amazon with the same credit card I used for the same order and to my surprise the card was declined for insufficient funds. I knew I had enough I always keep my records straight I was confused. I go onto my online banking to my surprise I Amazon in all there brightness charged my card for this order. I was charged November 15th after I cancelled the order on November 8th so 7 days after i cancelled they charged my credit card. I cant fathom how anyone at Amazon would see this order and notice it was cancelled, that I never received the order to think we will charge the customer anyways! Doesnt make any sense and I am very upset not for the cancelled order but for a few reasons. The major reason is that because of Amazons lack of intelligence they charged my card maxing it out which caused my utilization to be 100%.
Business Response
Date: 11/22/2023
Hello *****,

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

Im sorry to learn about the issue with Order id # ******************* ,It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account and I see that you are referring to Prime wardrobe order .

When you place a Prime Wardrobe order, the charge is authorized on the date the order is placed. However, the authorized/reserved amount is only debited when the Try-on period ends, which is why the authorized charged was cancelled on Thursday, November 2, 2023.

The Try-on period ended on November 13, 2023 so we charged you for the order on November 14, 2023.

I understand that you cancelled the delivery but, cancelling the delivery does not cancel the Prime Wardrobe order.

On last day of Try-on period, customers have an option to select 'Keep' or 'Return' the item(s). If no selection is made, the system auto-selects 'Keep' and initiates an appropriate charge.

If the Charge was cancelled on the date you can cancelled the delivery (Wednesday, November 8), no payment would have been deducted.

We regret any misunderstanding and apologize for the inconvenience this has caused you.

I confirm that a refund of $268.60 was issued on Sunday, November 19, 2023. Please allow your bank 3 to 5 business days to process the refund.

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

Regards,
********
Amazon.com
***********************************
Customer Answer
Date: 11/28/2023

Complaint: 20892932

I am rejecting this response because: I will accept my refund because it is my money not amazons. And you are wrong about what happened. What i said in my original complaint I stand by, your try before you buy is a sham and should be removed completely. Not only does try before you buy confuse the customer but its misleading and hopeful that you forget about the order for 7 days and then charged. My order never arrived so I cancelled the order then was charged 7 days after I cancelled so yeah Amazon this is super scummy. And also I did in fact lower my credit score because of this and will take months to bring it back up. I do not accept your apology you did not admit any wrong doing just put the blame on me saying I made the mistake. If your system wasnt so trash I wouldnt of been on bbb.

Sincerely,

***********************
Initial Complaint
Date:11/19/2023
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 cant delete the Free Trial of Prime from my order. There used to be a way to delete it (after several clicks), now there is no way to delete it.
Business Response
Date: 11/21/2023
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'm sorry to learn that you're unable to deselect Amazon prime Free trial at checkout page.

However, I assure you that there'll be an option on next page after the page indicated in the Screenshot shared by you.

Under the shipping methods or item name, you'll see an "Ignore" button, selecting which, Prime trial won't be activated at the time of placing the order.

Thank you for your patience and understanding.

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

Regards ,
********
Amazon.com
***********************************

Customer Answer
Date: 11/29/2023

Complaint: 20892915

I am rejecting this response because: Amazon **************** response was quick, but wrong. Their response was However, I assure you that there'll be an option on next page after the page indicated in the Screenshot shared by you. Under the shipping methods or item name, you'll see an "Ignore" button, selecting which, Prime trial won't be activated at the time of placing the order.
THERE WAS NO OPTION on the next page. The only choice was Place your order.
I request of Amazon that they make the above **************** Response true give me the option!

Sincerely,
*********************
Business Response
Date: 12/07/2023
Hello ****,

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

I'm sorry to learn about the problem with Prime membership . It is certainly not what we expect our customers to go through.

I understand this has been a frustrating experience for you.We certainly did not expect this to happen.

We also regret that the 'No' button did not work, after you clicked on it at 'Checkout Flow' while placing an order.

We suggest clearing history, cookies & cache if the error persists (for browser on mobile or desktop) and (for App) we recommend to have latest version of Amazon App installed.

Please be assured that we are constantly working on bringing improvements to ensure we provide you with accurate service.

We appreciate your patience and understanding.

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

Regards ,

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

Customer Answer
Date: 12/13/2023

Complaint: 20892915

I am rejecting this response because: This second response is the same as the first response. No additional effort was expended, and the button to not accept PRIME still does not work. They automatically signed me up, so I have to go in again and delete PRIME. Im not happy with my Amazon experience.

Sincerely,
********
Business Response
Date: 02/26/2024
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'm sorry to learn about the problem with Prime membership. It is certainly not what we expect our customers to go through.

To help you with this issue, I've worked with our Prime team.

The team have conducted a quick sanity check of our checkout flow and they confirm that it looks to be expected behavior.

In this case, I have forwarded a feedback regarding your experience and escalated it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

Please note that due to proprietary nature of business, we won't be able to share the details of investigation methods.

I hope this information helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:11/19/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered bags of chips from Amazon and they arrived broken and crushed. ORDER # ***-2343938-9318623 - They sent me the following email stating they will only refund me if I send them my ************************************ <*********************************>To:******************* Sun, Nov 19 at 7:07 PM Hello,Thank you for contacting us regarding your order ***-2343938-9318623.Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.How will you verify my identity?In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:************************************************************* 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":************************************************************************************ What happens when I submit my ID document?We will review your order and your account and verify your identity through one our third-party service providers. 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.What happens if I do not submit my ID document?You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order ***-2343938-9318623. Also, you will not be able to investigate this order issue further.Who can I contact if I need help with this issue?You can contact us through your Amazon profile. To do so, go to "Amazon ***************************************************************** Account Specialist ************************************
Business Response
Date: 11/21/2023
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.

Upon reviewing , I'm sorry to learn that your Order# ***-2343938-9318623 arrived broken and crushed . It is certainly not what we expect our customers to go through.

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

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

As soon as required details are provided, our specialist team will review and issue a refund in 3 business days.

Thank you for your patience and understanding.

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

Regards ,
********
Amazon.com
***********************************

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