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

59,586 total complaints in the last 3 years.
21,589 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:11/17/2023
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.
Oct 11, 2023 Order # Amazon order 112-0296725-7557865 Order total $201.59 (4 items). i am seeking only a refund of ****** for one item of the 4 items ordered... which is *********** Revolver Box set. I returned the item... Amazon received on Oc 27. Has since promised a refund on the 10 of Nov then changed the time to the 15th and now again has changed the refund date to the 18th of Nov and now it is again changed to the 23rd of Nov. I called Amazon regarding the refund. Now they say they want me send them my id. I will not give them my id as it serves zero purpose in receiving my refund.. Amazon is about bait and switch and breach of contract. I did not need id to sign up as they have my verified legitimate account with regard to my name address and credit card. i simply request for my refund back to my SoFi credit card. Thus far all Amazon does is delay and ultimately not give the refund and put forth ridiculous obstacles .
Business Response
Date: 11/20/2023
Hello *****,

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 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: 11/20/2023

Complaint: 20888034

I am rejecting this response because: Item was sent back to Amazon via **** Amazon has received the return and acknowledges as such. There is no reason to keep delaying the refund. my account is legit as well as my credit card, ohone number and address. Amazon demanding my id is simply a delay tatic that serves no purpose other than that of a discrimination tatic. there is nothing for Amazon they state, being that that the return has been received by Amazon and *** and Amazon acknowledge the return. i simply request the refund. i am tired of constantly calling Amazon and having rude representative continue to delay the return... it is exhausting

Sincerely,

***********************
Initial Complaint
Date:11/17/2023
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 file a complaint regarding a refund issue for Order #***-5110810-8237827. I returned the item in pristine condition, only to be informed by Amazon that my refund cannot be processed due to alleged fraudulent activity on my account. The message insists on identity verification before proceeding with the refund.Despite complying with the request promptly, the refund has not been issued. This situation has caused significant inconvenience and frustration. I expect a prompt resolution to this matter, with the release of the refund for the returned item.
Business Response
Date: 11/21/2023
Hello ****,

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 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:11/17/2023
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.
I placed an order for the item and never received it. Amazon continuously delays and procrastinates on its delivery. Ordered on September 16, 2023 Order #***-9285069-4225006, ******** Signature Peanut Butter Pretzels, 55 oz, $38.88
Business Response
Date: 11/20/2023
Hello *******************,

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 an order placed on our website.

Upon reviewing I can see that the order has not shipped yet.

When an item is listed as "Temporarily out of stock. Order now and we'll deliver when available," this means the item is currently out of stock and were not sure when well get more of this item.

If you order one of these items, we'll do our best to get the item for you, and we'll send an e-mail as soon as we have more information.

You can cancel the order any time before it enters the shipping process, and you won't be charged.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:11/17/2023
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.
June 26,2022 I purchased a Crib Mattress from Amazon.com. The price of the product was $59.99. On October 3, ********************************************************************************************************************************************************************** which I did. I also followed all instructions only to realize that there was some sort of glitch in the system. I contacted Amazon.com customer service only to be sent another link via email that resulted in no resolution. Contacted Amazon.com again for the same issue with no results.
Business Response
Date: 11/20/2023
Hello Symra,

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 an order placed on our website.

Upon reviewing I can process the refund for the order to you in the form of gift card balance and you can use that on your future orders.

I request you to please reply to this email with a confirmation and I will proceed with processing the refund to the gift card balance.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/20/2023

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:11/17/2023
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 they want my government ID and I have a return all the items and they have received it. Its a lot of refunds . Slitter.
Business Response
Date: 11/20/2023
Hello *****,

I'm Najam 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 problem with your recent order(s) with us. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

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 customers, is handled according to our Privacy policy.

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,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/27/2023
Hi I need help with complain I did talked to Amazon after this and not this complain hasnt been taking care of please explain and help me I didnt get my refund back from Amazon. I need your help thank you.
Customer Answer
Date: 11/27/2023
Hi I need help with complain I did talked to Amazon after this and not this complain hasnt been taking care of please explain and help me I didnt get my refund back from Amazon. I need your help thank you.
Initial Complaint
Date:11/17/2023
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 #: 112-2569614-1152255 The item was a laptop and it was damaged upon arrival and the shipping box was also damaged. The damage was cracks around the bottom screws of the device which I have proof of as pictures. I believe the refund process is taking unreasonably long as they already have the product for 3 days and the refund still hasn't been initiated. Moreover, when I chatted with Amazon support, they said I had to give an ID. I also received an email right after chatting with Amazon support which says the same thing. They said that if I do not provide an ID they will not give my refund back. This seems suspicious to me as they never informed me about this when I initiated the refund, but suddenly now I have to give my ID.
Customer Answer
Date: 11/20/2023
issue has been resolved after I gave my ID and contacted customer support. The refund is now pending in my bank account
Business Response
Date: 11/20/2023
Hello *******,

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 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:11/17/2023
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 an item I returned two and a half weeks ago and that they are requesting outrageous private information (Driver's License, etc) from me just to get maybe refunded.
Business Response
Date: 11/20/2023
Hello ******,

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 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: 11/20/2023

Complaint: 20887890

I am rejecting this response because Amazon has all of the information it needs to process a refund. They have confirmed that they received my items, have my original payment method information, address, etc. I do not feel comfortable handing out my personal ID because a company wants it for funsies.

Sincerely,

***********************
Initial Complaint
Date:11/17/2023
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 placed an order with Amazon on 11/15 and it was delivered on 11/16. 2 out of 3 items in the order came damaged and looked as if they had been open- seals broken and tape ripped. I contacted amazon and told them that I could provide photos and asked for a refund. Because the 2 items are considered food items they cannot be returned but a refund can be issued for damaged or used items. I was told that this needed to be escalated and to keep an eye on my email. I then received an email stating that if I wanted to be considered for a refund I needed to provide a photo of my ID. I did end up submitting a photo of my passport but am regretting it because I feel very uncomfortable providing this information and do not feel that I should be required to provide this information to Amazon. I would just like a refund for my items and to not be penalized for receiving both used and damaged items. The contents of the email read: 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 ***-6850479-7960201. Also, you will not be able to investigate this order issue further.Please help, because this does not seem right or appropriate and I am now worried that my information is going to be in the wrong hands.Email with amazon: ************************ Order # ***-6850479-7960201
Business Response
Date: 11/28/2023
Hello ******,

I'm Himaja 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 so sorry about the issue you faced with your Order ID #*******************

I understand your concern to get refund for the damaged items.

I see that you've sent your identification proofs as requested. Thank you about that.

In this case, kindly contact our customer support team for further assistance. To do so, go to "Amazon Customer Service":
*****************************************

Thank you for your understanding. We hope to see you again soon.

Regards,

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

Complaint: 20887885

I am rejecting this response because:
I reached back out to customer service as instructed and was told the same thing that I was originally told that prompted me to open this investigation- A member of our Specialist team will be the right person to assist you. Unfortunately they are only available on Email support, I am forwarding this issue to our concerned team will get back to you via email within 24 hours. when they said this before I then received an email asking for my ID due to suspicious activity. Anything other than simple questions are not helped well when contacting customer service and I still do not have a resolution, even after
all
of this back and fourth.

Sincerely,

*********************************
Business Response
Date: 12/06/2023
Hello ******,

I'm Himaja 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.

Thank you for writing back to us. I understand that your concern about the refund on your order #***-6850479-7960201.

Upon reviewing, I see that a refund worth $88.50 has been successfully issued on your "Nespresso Vertuoline Discovery Sampler" and "Nespresso Capsules VertuoLine" on December 3, 2023.
Please give your bank 5 to 7 business days to process the refund and update your account with the same.

You can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

Please rest assured that this issue is now resolved.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/08/2023

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:11/17/2023
Type:Order 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 an item on Amazon order number 111-1109935-8723462 and I returned said item on November 10th and it was received by them on November 14th they are now telling me that they need my id or they are not refunding me my money for the item I sent back to them ??? I advised them to just send me back the item to which they advised that they cant not send the item back to me or refund me until my id is sent. I have no need to send them my id and will not do so. I already sent the item back and they have. My card on file to refund me my money so I will either request a refund or request the item i sent to them back.
Business Response
Date: 11/20/2023
Hello *******,

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 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:11/17/2023
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.
Yea I have A MAJOR PROBLEM WITH AMAZON. Every once in a while they like to pull these little tricks. I just received an email that if I dont send in my ID, that I will not be able to get any further refunds, is that allowed? I have been with them for so long I really cant believe they are requiring this. Also, I dont like the emails they send out that it is up to them to refund partial not full after an item has been returned. For instance, I purchased 3 lip things. It was way darker than I expected which its suppose to be a light color ( nude). Amazon accepted the return but then sent an email that they have the right to give partial refunds but if I returned allll 3, I should get refunded for all 3. And no, none of them were used. Thats disgusting.
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 the refund for the returned order. I've shared your feedback with our team for the improvement.

Upon checking on the order details, I see your order was full refunded for the items you have returned to us. The refund was issued on Friday, November 17, 2023 at 2:49 PM (PST) for the below items.

1 x Olaplex No.7 ************ 30 ml ( $30.00 )
1 x ****** ColorStay Lip Liner with SoftFlex, **** [630] 1 ea (Pack of 3)

Total refunded:$52.02

This should reflect back on your billing statement as per bank norms.

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

We look forward to seeing you again soon.

Regards,

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

Customer Answer
Date: 11/23/2023

Complaint: 20887849

I am rejecting this response because: I actually emailed the representative back who responded to this and I have not heard anything. Am I still required to send an ID for future returns? I have yet to receive a response.

Sincerely,

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

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