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

59,636 total complaints in the last 3 years.
21,513 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: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 114-7348593-4697853 I received a size 11 shoe inside a size 9.5 box, I requested a return through chat. The rep stated they could not assist me with a return and transferred me to another rep. ** said he could not help me until I sent him a picture of my ID. I asked why he needed it and he ended the chat. I then called customer service they said I needed to send my ID for a return. I sent that in. Then I was emailed requesting photos of the incorrect item I received along with me writing the date and my name. I sent the photos and the request was denied because the rep failed to look at the size of the shoe which was the issue. I resent the photos stating for the size to be reviewed as that was the issue and the return accepted. After the return was accepted I immediately received an email to print off the return label and send the item back. I was never given an alternative method to return the item. The refund was credited back to Amazon account balance, I never asked for that. I had to call in order to get my refund processed to my original payment method. Then I was charged a **** return shipping fee from my refund. I was never given an alternate return method. The return request was processed automatically by a rep after my return request was accepted after sending the photos. The *** label was emailed for me to return my item after the return request was accepted. I called many times asking for a full refund including the shipping fee but it was denied. I asked that it be escalated higher but the supervisors refused. A Supervisor lied stating she would email the phone number to the department that could escalate the issue, instead she sent me a physical address. I was shipped an incorrect item, which is quality control issue. Forced to jump through hoops when trying to initiate a return. Brushed off by customer service reps that failed to empathize with a paying customer. I want $**** shipping fee refunded to me.
Business Response
Date: 11/20/2023
Hello Milan,

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 am sorry to hear about the issue you faced with the return of your "Merrell Men's Jungle Moc Slip-On Shoe" that was purchased on our website.

Further, I understand that you are concerned about the refund deduction and the refund methods used to process refunds.

Upon reviewing, I see that since you preferred Pick up option to return the item, a return shipping fee was charged. Return shipping fee is charged based on the return method that you choose while creating return.

Please review the below link for more details about return shipping charges:
************************************************************************************

Regarding the refund method, I see that the refund method you chose was original payment method. I see that you used your Amazon gift card balance to pay $26.50 and MasterCard to pay remaining $17.17.

Upon checking, I found that the refund was processed accordingly to the respective cards that were used to pay the order. The return shipping fee was deducted from the amount that was refunded to your Gift card. Hence, you got $17.17 refunded to your MasterCard and $22.94 to your Amazon gift card.

The refund was issued on November 17, 2023. To find the refund back on your bank account, please give your bank 5 to 7 business days to process it and your Amazon gift card balance has already got updated with the above mentioned amount.

The gift card balance would appear in the "View gift card balance" section of the "Your Account" link and you can apply it to your next order.

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

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

Complaint: 20887469

I am rejecting this response because:Please review the calls and emails exchanged between me and Amazon. There was no instance where I indicated that my preferred method was return by *** pick up. After sending in the pictures of the incorrect item I was sent an email with the *** return label instructions. The instructions stated to print off the label and package the return. If I tried to change return method it only gave the option to cancel the return. I did not want to cancel the return because of the hassle it took just to have the return approved. I called about this issue and requested a refund of the shipping fee before the item had even been returned. The request was denied.

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 purchased 3 faucets Oct 3, 2023 and returned via *** store Oct 23 before 30 days return policy had expired. Amazon received the faucets Oct 26, 2023. Amazon.com has not returned my money and is refusing to do so in a timely manner. It's approaching a month since I shipped the items back. The website stated I would get my refund by Nov 11, 2023 and when I called today - Nov. 17th the website now shows November 26th. I asked to speak to management and they have told me they cannot refund my money. They were rude and refused to escalate this issue in any form knowing they have not returned my money. This is unacceptable and should/cannot be legal. I want my refund!
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 return is not yet processed for the order.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 30 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

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

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.
I placed an order and had it delivered. Items were damaged and wrong so I returned them. They have reached the Amazon warehouse 14 days ago (November 3 2023). I have been getting the run around from multiple agents telling me to submite my ID. I already have submitted my ID twice and will not being doing it for the 3rd time. Now I am stuck with my items stuck and money down the drain. I ordered 3 items and got a refund for 1 (the cheapest item). It doesent make sense how I got the refund for the same order even though I am not allowed to according to them. Item tracking not updated on Amazon either.Return Initiation Date: 10/25/2023 Return Delivery Date: 11/03/2023 Amazon.com Order#: 113-8124311-7325862 *** Return Tracking#: 1Z65RV399143328440, 1Z65RV399143328977
Business Response
Date: 11/20/2023
Hello Masood,

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 refund has been processed for the complete order now and it should reflect into your account within 3-5 business days from now.

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

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

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,

*************************
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,

*************************
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,

*************************
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,

*************************
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,

*************************
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.
I received damaged product from Amazon, then I returned back on 10/21, Amazon confirmed that they received on 10/25 and says will refund on 11/6, but they did not refund. I contacted them so many times until 11/13, the customer agent said didn't refund because the department forgot to mark "received" they will refund me by 11/16. but instead of that, they asked me to upload ID for investigation. then they said they received my ID no need upload, but still did not refund. The item is refundable item in 30 days, they received returned package but made excused to refused refund. That's cheat client.Ordered on October 19, 2023 Order# ***-4961306-1403406 My Amazon account email: *******************
Business Response
Date: 12/26/2023
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 reviewed your complaint and apologies for the inconvenience you have experienced with refund on order#***-4961306-1403406.

We can help you with refund of $25.29 in the form of gift card balance on your Amazon account.

Request you to reply on this email with your confirmation.

Thank you for being a valuable customer.

Regards,
******************************
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.
Order 112-5935711-5294643, placed 11/1/23 Comfort Colors Men's 1/4 Zip I returned this item promptly and in full compliance with Amazon's return policy. It was delivered 11/14/23 (tracking number and delivery evidence below and attached). I contacted Amazon to inquire when I would receive the reimbursement I am due. I was told that in order to "consider" my "refund request," I would need to upload a government-issued ID via email, which Amazon will share with undisclosed third parties, due to alleged "abnormal activity on [my] account." ********************** will not tell me what "abnormal activity," and my account remains open/I can continue to place orders. All I am trying to do is get my refund for an item that is back in Amazon's possession already. I am NOT comfortable uploading my driver's license to ********************** via a shady-looking email and having my extremely sensitive Personal Information shared with undisclosed third parties. This request from Amazon is ILLEGAL per consumer privacy laws, particularly given that the third parties and permissible purpose are not disclosed.I demand the refund I am rightfully due. Amazon does not need any more information from me in order to process the refund. They have tons of my Personal Information already as well as my credit card number to post the refund back. The indication that I need to send them my driver's license to be shared, sold, and breached is absurd and, again, illegal.Return Tracking # 1z193f689000049499, delivered 11/14/23 Documentation attached I will NOT be submitting my driver's license. I expect to be refunded the $26.05 I am due for the delivered return promptly.
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: 20887253

I am rejecting this response because it does not address the consumer privacy protection concerns I've raised, nor does it provide any resolution to my complaint. Again, I will not be providing Amazon with my biometric data via driver's license without a stipulated permissible purpose (Amazon does not need this information to issue a refund they owe me in accordance with their own return policy AND laws/regulations to which they're held) AND proper disclosure of which third parties would access my Personal Information, how, and what restrictions and controls are in place re: concerns such as selling that data, using it for AI functions, etc.

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 returned an item and Amazon promised me a full refund, including shipping costs. I called several times and each customer service representative assured me that I would get the full refund of $532.16. However, when the refund came in, it did not include shipping and the refund amount was $473.44. The last time I called the Amazon representative assured me he had fixed the problem, that I would get a confirmation email shortly, and the remainder of the refund. It's been a week now and nothing has happened - no email, no refund.
Business Response
Date: 11/28/2023
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 reason for return is mentioned as no longer needed which is remorse return, hence return shipping charges were deducted from refund.

Hence we are unable to proceed with the refund request in this case, requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/07/2023
Thank you for your help from BBB. Amazon did respond but refused to offer a full refund. They cited company policy but four customer service representatives had previously committed to a full refund, so they did not honor their own commitment. Also, I had cancelled my order prior to the item being shipped - Amazon did not process the cancellation until after shipping had taken place, so the fees are their responsibility in my view.

So the complaint was not resolved in a satisfactory manner for me, but I'm grateful for BBB and all your help.

Best,

*******
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.
On September 22nd I have purchased what is called a sink module and flash drive from Amazon, these items are for the blink cameras I was going to use the flash drive instead of their cloud plan but then I thought why go through having to download the flash drive and decided to stick with the cloud plan. So I put in a request to return these items, I was sent a return label for the items and I returned them through **** they received the items on October 22nd soon after I received the refund for one of the items and at that point I thought to myself why am I only receiving a refund for one of the items and not the flash drive, so I called Amazon and asked why I have not received my full refund? I was told at that point there was a second shipping label which I did not know of. I explained to the lady that I didn't realize it was a second shipping label and I mailed everything in one package together under one shipping label, at that point she told me that I should not worry about it because once every is received by them they will recognize the other item in that package and ship it to the appropriate department that it was supposed to been shipped to originally. So as she suggested I waited a week or so for them to process the items, well after that week and a half I called back and they proceeded to tell me that I would not receive a refund because I did not ship it under the second shipping label, I proceeded to tell them where y'all have y'all item so why I'm not not going to be able to get my refund this went back and forth for about a week, I was then told to email them my ID, driver's license and they will process my refund. Well as of today they still telling me I can't get my refund although they had me jump through hoop by sending my ID driver's license for whatever reason and to me it sounds nefarious.
Business Response
Date: 11/20/2023
********************,

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: 11/28/2023
I'm sorry but they never got back with me other than the response they sent to y'all which is the same thing they told me over and over again when I originally called about my refund.
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.
On Nov 10 I placed order#***-7621144-7549038 I returned the item on Nov 12 2023.After putting up the wallpaper I notice that they were different shades of color and not the same. I took two pieces down and returned as well as the 3 unused rolls. I indicated on my return why I was returning them.The return is for $126.05 on a gift card.Amazon will not return my gift card unless I upload my id even though the return has been sent. I do not feel comfortable with this.
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.
I hope this message finds you well. I am writing to express my dissatisfaction with a recent purchase made on November 13, 2023, with order number 112-9811294-3237019.I purchased [item] for $99.99, with an additional $8.25 in tax, bringing the total amount to $108.24. The item was promptly delivered on November 15, 2023. Unfortunately, upon opening the package, it became evident that the product was defective, displaying a significant bubble-type defect.Immediately recognizing the issue, I contacted Amazon customer service to request a return label and address the matter. However, to my surprise, I was informed that the item could not be returned. I emphasized that I had just received the defective product, and during our conversation, I discovered that this bubble issue is a recurring problem mentioned by several other buyers in the item's reviews.During the call, Amazon placed me on hold and later requested that I send my identification card for the issue to be reviewed. I promptly complied with this request on the same day, November 15. Regrettably, I have not received any response or update from Amazon since then.As a result, I find myself in possession of a defective item without the option for a refund or a return label. This situation is both frustrating and disappointing, especially considering the apparent prevalence of the issue among other customers.I kindly request immediate attention to this matter and a prompt resolution. I believe it is only fair to receive a refund or a replacement for the defective item. I appreciate your understanding and look forward to your swift response.
Business Response
Date: 11/20/2023
Hello *****************************,

I'm Arun 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 the complaint and understand your concern regarding the Order ID: *******************.

I apologize for the inconvenience.

Upon checking, I see that this is a non returnable item and unfortunately, we'll not be able to take any action or make any exception in this case.

If there was any alternative, we would have surely helped.

As you wish to get a refund on this order, I would recommend and request you to contact your bank and check for the available options from their end.

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:11/17/2023
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 reached out to customer service because I noticed the ******* mug that I bought went $10 cheaper than what I bought it for and asked if there was price matching. The customer service rep named ****** had apologized and said that there is not price match but that shed give me a $10 gift card for the inconvenience.. I said thank you so much and she said to wait 48 hours. After the 48 hours I reached out again asking about the gift card and the very rude customer service rep named ****** said there is no such thing and dismissed me completely. I called customer service and she just apologized and said she couldnt help me. My issue here is why tell a customer something and then take it back and go against it? Why lie to your customers and inconvenience them? Why go back on your word? Its messed up. The customer service rep ****** was SO rude and I want Justice.
Business Response
Date: 11/20/2023
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 am sorry to hear about the price match issue you faced with your order for "******* mug" purchased on our website and the way it was dealt by our agents.

I understand that you were informed about our price match policy and were promised a credit worth $10 to your account.

Upon reviewing, I see that a $10 worth promotional credit has been applied to your account on November 19, 2023 and not Gift card.

This promotional credit won't appear in the "View gift card balance" section of the "Your Account" link. The promotional credit will automatically be redeemed against your next eligible order which is Sold and Fulfilled by Amazon at the checkout.

You can view the terms and conditions for promotional credit here:

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

Kindly redeem your promotional credit on your next eligible order.

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

Himaja
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,

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

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