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.
21,619 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:11/16/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have return this Amazon item Ring Indoor/Outdoor Pan-Tilt Mount for Stick (ORDER # ***-5705001-2866654) to Petco store alongside 3 other item. I got an email for the other 3 items confirming the return but did not received any email for this. Initially when contacted amazon they said to wait couple of weeks. Now when I contacting them after 3 weeks they are saying I need to provide a government ID picture to them to verify my identity or I forfeit the right for the refund for this item. I tried to many time to get an answer of why a ID is needed for a return/refund of the item to my original payment method. All I got was a generic message of because of an abnormal activity we notice in your account. I do not want to provide my government ID and expose myself to identity theft and I really would like your help in this matter as I read online that so many people are also encountering the same issue.thank you
Business Response
Date: 11/19/2023
Hello *****,

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

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

I understand that our concerned team requested for an ID to proceed further. While I understand your disappointment, however, we are unable to over ride the decision. You will need to provide the government ID to proceed further.

Unfortunately there is nothing we can do in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/27/2023

Complaint: 20883133

I am rejecting this response because:
Though I am not a big fan of uploading my ID for privacy reason I am willing to do that if I can get a better explanation of why that is required for a refund to my credit card (original payment method) of a returned item to petco I did, other than a generic abnormal activity answer which I been getting (non of these returned steps seems abnormal to me). Can you clearly what abnormal activity? Is this item not received by petco? Has it been lost? Did someone else logged into my account?
Just trying to understand.
Ps, Per ******* instructed I tried to message the Amazon personally or reply to that email send for the *** However I wasnt able to get any responses. So i am still trying to understand the reasoning.
Sincerely,

*****************************
Business Response
Date: 12/03/2023
Hello *****,

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 can understand you would like to know why ID is mandatory.

Unfortunately I am unable to provide more information. However, as per the account specialists, they will not proceed further with refund or return unless until an ID is submitted.

I would request you to please contact our customer service department so that our specialist team might be able to help you.

We look forward to see you soon.

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

Customer Answer
Date: 12/06/2023

Complaint: 20883133

I am rejecting this response because:
I was send around and around and no one was able to give me any explanation of why the ** is required other than a generic answer. So much time I spend on this and that is it for me.
Sincerely,

*****************************
Initial Complaint
Date:11/16/2023
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.
I made two purchases from Amazon com. on Nov.11th, 2023 totaling $155.32. On Nov. 15th Amazon received payment from my bank and my delivery was scheduled for Nov 16th. On Nov. 16th No delivery was made and Amazon customer service has no idea as to where or why no delivery was made. Thus I request an immediate refund.
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.

We apologies for the inconvenience caused with your Order delivery. We have passed it to our logistics team as a feedback.

Rest assured, we have processed refund on Monday, November 20, 2023 at 2:16 AM (PST)

Refund amount $116.14 and $39.18 to your Original payment method.

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

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 11/22/2023

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:11/16/2023
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.
Date of purchase: October 9 2023.Purchased Pixel 8 Pro for approximately $1110. The purchased included a Pixel Watch 2 as a promotion.The watch arrived correctly but the phone did not. Instead of the phone, the sent me 2 pairs of shorts from Amazon Essentials.I contacted Amazon customer support and they were quite unhelpful but ultimately they told me to refund the item and return it. l returned the product through *** and they delivered it to Amazon on October 31st 2023. Since then, I've received no news from Amazon and the Refund status has not been updated. It still says that *** will pick up the item.I contacted Amazon Support on November 17 2023 to ask about the refund status. They told me they detected abnormal activity in my account and asked for a government issued ID. I uploaded it and was told to wait for 3 days. I received no help whatsoever. I've been an amazon costumer for more than 10 years and never returned a single item prior to this incident.Costumer support has been terrible and I don't know if they will refund me.Tracking ID was ***************
Business Response
Date: 11/29/2023
****************,

I'm Aqeeb 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 see that ID has been verified but our specialist team shared an E-mail on Wednesday, November 22, 2023 at 7:59 AM (PST)

Please review it and reply to it for further investigation.

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 12/22/2023
Amazon sent an email on Nov 23rd saying that they would issue a refund in the next 4 to 6 business days. The refund was never completed.
They are now refusing to honor the refund. ***** contacted me regarding my BBB complaint and is ignoring the amazon mail sent to me on november 23rd where a refund is ganted.
Business Response
Date: 01/08/2024
****************,

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

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

I've checked and see that a full refund of $851.67 was issued on Monday, January 1, ****. The refund should be seen within 5 business days.

I hope the issue is already resolved.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/16/2023
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 returned my item over two months ago and Amazon has still not issued me a refund and they are demanding that I send them my government official ID. This is outrageous because I do not trust them with my personal information.
Business Response
Date: 11/19/2023
Hello ****,

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

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

I understand that our concerned team has asked for a government ID. Unfortunately we do not have an option to bypass it. Its safe and secure to provide government ID.

We are unable to proceed further without the information.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/16/2023
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.
Recently I found where Amazon was double charging me and my wife for their Amazon Music services. Because we have a joint account we should have only been charged once. I called Amazon to report this and cancel the double payment. The services were cancelled but I only received a partial refund of $65.96 (4 months). I am requesting that I receive a full refund of the 6 months I was double billed. This means Amazon still owes me a credit of $31.98. I spoke with a customer service representative who refused to provide the additional 2 months of refund and also asked to speak to a supervisor. After asking to speak with a supervisor ******* intentionally hung up on me.
Business Response
Date: 11/29/2023
Hello *******,

I'm Aqeeb 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 the service wasnt our usual standards you expect from us at Amazon. I hope you'll give us another chance to prove the high quality of our service.

I'm following ** in regarding to your refund request on the 2 months of your Amazon Music Unlimited Subscription that weren't refunded for the double charges that you were getting.

The refund amount is $31.98. The money was refunded to your original payment method and it will take 3 to 5 business days to be reflected on your next bank statement.

Additionally, if you need help setting up the sharing of the membership, you can find the instructions on how to do that here:
*******************************************************

Thanks for giving me a chance to find the best solution.

Regards,
*****
*****************************
Initial Complaint
Date:11/16/2023
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 number:111-4863940-9817066 We bought a gaming computer on Oct 4th. Half with gift cards my son has been saving and half with his bank card. We received it Oct 8th. Immediately we were not happy about the spec that were in the ad and what we received. We Immediately started the return and refund. (The ad said free return for any reason) *** picked up the item and on Oct 12th the item arrived at the return facility according to the tracking information we have. It is now Nov. 16. No refund and nothing but the run around one the phone, chat boxes, social media, and emails. No real answers, no help or way to contact someone who can really help. They keep saying "we will escalate the issue". It's been 36 days since the item arrived at their facility. I have no clue who else to Reach out to.
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: ******************* return refund issue.

I apologize for the inconvenience that you've experienced in this case.

Upon checking, I see that this issue has already been escalated to the appropriate team for further review and action on it.

I'm very positive that they'll get back to you with an update soon.

I would request you to wait for the confirmation email from the team for the same.

Though I regret the series of events that led to you receiving this email, I'm grateful for the opportunity to have heard your order return refund experience and shared your feedback.

Thank you for being a valuable member of our Prime family.

We look forward to serving you again - and serving you better - next time.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/07/2023
No it has not been resolved they keep just "escalating" they have had the item back since Oct 12th. It's been almost 2 months. This is crazy!
Business Response
Date: 12/17/2023
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.

Thanks for your time.

As per the update from the team, the refund for the Order ID: ******************* has already been processed.

The amount should have been credited to the gift card balance of the recipient as its a gift return which was created for this order.

Hope this information helped.

Arun
Amazon.com ****************
Customer Answer
Date: 12/18/2023

Complaint: 20882776

I am rejecting this response because: the purchase was half gift card and half from a bank account. The credits never made it back to his account. Go check. It never posted. Look at you own business files. It never posted! I dont know what games you all are playing but this is a joke. Your company said it could be returned and we returned it and never got it back. This has been the biggest nightmare.

***********************************************
Customer Answer
Date: 12/18/2023
Here you can see the screens hot from the Gift card balance 405 was deducted Oct 4th when it was bought the rest was on a bank card. You can see there was no activity in Gift cards since and his balance is zero.
This has been a joke for over 2 months.
Business Response
Date: 12/20/2023
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 understand your concern.

I've checked and couldn't find the recipient account or the gift card balance which shows refunded.

Also, its the same on the account on which the gift card was deducted.

Please help us with the exact account details to review and assist you further.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/20/2023

Complaint: 20882776

I am rejecting this response because: you have the order number, you know the account it was ordered from which is the same one the refund should have been returned to!
Amazon gift cards had been collected by my son for over a year and loaded onto his Amazon account. 405 dollars worth of Birthday and Christmas amazing gift cards. He paid the rest with his bank card. He wants the money returned to his bank card and back to the Amazon account he purchased the item from. He used his amazing gift cards on his account to purchase the items and we need the money returned to that account. You said it has and rhat not true. We have never seen the refund. I don't understand where all this confusion lies and why we can get a real person on the phone. All your entry level people will not help and when we ask to speak to a supervisor they hang up on is. You even asked him to send a copy of his ID to prove who he was he has done ever step you have asked. This has been a nightmare and I'm horrible disappointed in the way this whole thing has played out.

***********************************************
Customer Answer
Date: 12/24/2023
They keep saying they return the money. We have not seen any of it. Not the refund to his Amazon account of the remaining balance that was purchased on the debit card. I have no clue where they supposedly sent the money.but it wasn't back to his Amazon account or the bank. I do not know what to do anymore.
Customer Answer
Date: 12/24/2023
This is not true we have not seen a dime.
Customer Answer
Date: 12/27/2023
They keep saying they sent refund. We have never seen a refund I don't know where they sent it but it was not to us. No one from the company has responded directly through phone call or anything this has been joke.
Initial Complaint
Date:11/16/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I wanted to delete my account with ********************** because someone stole my identity and changed my information on my account and attempted to buy stuff. My phone number on the account was old so i called amazon customer service to either change my phone number or delete my account. I had made several attempts and spoke to numerous account reps who all said they cannot change my phone number nor can they delete my account. My account remains open to hackers and i feel my information is at high risk for identity theft. Amazon refuses to change or delete my account and they have been giving me the run around.
Business Response
Date: 12/09/2023
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 reviewed the complaint and understand your concern regarding the account access issues.
I apologize for the inconvenience that you've experienced in this case.

I would recommend and request you to contact our phone support team and they'll help you connect to the Account changes team who will be able to assist you further with necessary changes on the account so that it is accessible without any issues. Once you're able to access the account then you can close your account.
I hope this helps.

Regards,
*******
Amazon.com
*****************************
Initial Complaint
Date:11/16/2023
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.
Hi,A while ago, I had some unauthorized transactions and had to dispute one with Amazon. I was asked to confirm and clarify if it was fraud, and I did.I submitted this information and was told it would take a few days for a response, but its been almost two months now and Ive heard nothing from anyone about whats going. Im still unable to log into my account.I was told If you believe that an unauthorized party may have accessed your account to place this order, please contact account-******************************* An account specialist will investigate and take any necessary actions. You will not be held responsible for any disputes that we found to be the result of unauthorized use of your account.I reached out and Ive heard nothing.
Business Response
Date: 01/09/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Customer Answer
Date: 01/09/2024

Complaint: 20882757

I am rejecting this response because:
There was no TOS violation on my part. There was an unauthorized transaction, over $300, and I disputed it. Amazon reached out to clarify and I did, provided proof.
My bank also investigated for nearly two months and found there WAS fraud, which is why I successfully won my dispute.
Sincerely,

***********************
Initial Complaint
Date:11/16/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered Christmas gifts on Amazon that was supposedly delivered by ***** Never received items. Called **** and was told their tracking shows it was delivered to another location but cannot tell me where due to privacy concerns. Amazon is telling me I have to file a police report in order to get a refund and police report must be submitted by *****. Police reports take 12 weeks or longer to arrive in mail. Is there any way to resolve this?
Business Response
Date: 11/20/2023
Hello *****,

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

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

I see that you have contacted using an email address that is not associated with the order. I would request you to please share the order number using the account email address so that we can help you.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/20/2023
Email *********************
order #
111-3020706-4327460
items: leapfrog pick up and count vacuum
baby alive time for school
********* kids mermaid tail blanket
kids makeup kit for girls 35 pcs
Business Response
Date: 11/22/2023
Hello *****,

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

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

As the tracking shows delivered and you have not received it, a police report was requested. It should be in investigation complete state. Once the report says so, please contact the customer service via phone so that they can assist you further.

Regarding the *** you will need to submit it by following the instructions provided in a separate email.

We look forward to see you soon.

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

Complaint: 20882634

I am rejecting this response because:
Ive spoken to several people who order through Amazon and never once have they ever been asked to provide a police report. Ive told you guys I spoke to a police officer already and they told me a police report is not normally given for stolen packages because this happens so often and by the time I send a check in and paper application to physically get the police report in my possession, we will well be into the month of January. You do not get a police report when you make it. You have to mail an application and pay a fee to receive it. Im already losing out on so much hard worked money, why would I want to pay more to give you guys a police report that NO ONE has ever heard of before when Amazon misdelivered. My packages were left with images where they were delivered. Every single house they provide a photo of is a different house. Does that not prove enough? I dont have the cruelness in my heart to beg for a refund but these were gifts that I cannot even given anymore so a refund was all I was asking for. Times are tough for everybody so I cant just throw money down the drain.
Sincerely,

*********************
Initial Complaint
Date:11/16/2023
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 a DJI mini 4 pro fly more combo drone from amazon.com and paid $974.24, when I received the package, the packaged contained plastic coasters for cups. This was clearly a fraudulent seller, I immediately called Amazon and explained the situation of what I had received, they filed a return and provided a return label to send the item back. I did the next day and Amazon received the package within a couple days and confirmed receipt. This was over two weeks ago. Since then I have not received a refund and have not received a clear explanation as to why I am not getting a refund. After spending countless hours trying to get a refund so I can purchase the drone locally, I really need help in closing this matter.
Business Response
Date: 11/19/2023
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 return issues for the Order ID: *******************.

I apologize for the inconvenience that you've experienced in this case.

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Also, 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/investigate and get back to you with a update on refund for the mentioned order.

Unfortunately, we'll not be able to take any action on it without the verification is done by the team.

However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

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

I appreciate your understanding in this matter.

Regards,
Arun

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

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