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

59,618 total complaints in the last 3 years.
21,669 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: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 ordered a shelving unit. While putting it together I discovered there was peeling paint on two of the shelves. I contacted customer service to see about exchanging the 2 defective shelves. The agent sent me nonsensical and misspelled responses while refusing to forward me to a supervisor. When I finely got forwarded to a supervisor, they said they couldnt help me with an exchange and would have to escalate the matter farther via email. I then received an email stating that not only could I not exchange the damaged shelves, I wouldnt even be allowed to do a return unless I gave them my sensitive personal information. I find it extremely concerning that I received a damage item and simply wanted to exchange the two damaged pieces. Yet Amazon is refusing any exchanges and will not allow me to return it without risking identity fraud.
Business Response
Date: 11/18/2023
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 know you've received defective shelves and are looking for exchange/replacement and were asked to share government issued ID to assist you with your request.

I understand you're upset about providing the details of the government issued ID, however in order to assist you further, as requested by our Specialist team, we need government issued ID to validate your account, I would request you to provide the same. Unfortunately we are unable to proceed further without the government issued ID.

Please visit the below link to provide government issued ID:
*************************************************************

Also, please be assured that details provided are secure. You can review our Privacy Notice by clicking on the below:

************************************************************************************
As informed once the details are shared please wait for 3 business days for an update from the team.
We appreciate your patience and understanding in this regards. We look forward to hearing from you.

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

Regards,
*******
Amazon.com
Customer Answer
Date: 11/18/2023

Complaint: 20882535

I am rejecting this response because: I have never heard of a store requesting a copy of a government ID let alone requiring one without any explanation of why or what it would be used for. Its very convenient that I have had an account for years without issue, but after receiving a defective item suddenly there are barriers put it place. You also did not address the chat agent that was speaking in gibberish so I assume Amazon is refusing to look into that matter, correct? The employee stated that they would be sending the parts on Friday and then started saying it would actually have to be looked into farther. I am simply requesting to replace the 2 defective pieces on the unit. That is it. That fact that you are trying to make me jump through hoops clearly illustrates that Amazon is knowing sending defective units and had decided to avoid remedying this issue.

Sincerely,

***********************
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.
Loaded a ***** gift card, account was flagged as fraudulent and locked me put of my account and my ***** was taken.
Business Response
Date: 12/20/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 12/20/23 confirming account reinstatement.
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.
I returned an item as you can see per the site and tracking number that Amazon has the item but when I inquired about why I have not been refunded they said my account has abnormal activity and they wanted my ID to do an "investigation ". There is no reason why I should have to provide ID for an item that they clearly have (per the tracking number, etc) I don't feel comfortable doing that for obvious reasons. This feels like an identity theft situation. This is a ridiculous request and again as the tracking number and Amazon website both show the item is with them therefore I should be refunded immediately. Order number 112-0832017-4986634
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 issue you had with the order.

I've checked and see that our customer service team has requested for the ** to proceed further with the investigation of the whereabouts of the item returned.

I'd request you to please provide them the same as we do not have an option to bypass the same.

I'm sorry, we are unable to proceed further in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/19/2023
I have again provided the tracking number from me shipping the item back to Amazon and proof that Amazon system shows they received the item back. My ID has nothing to do with tracking an item! Clearly you can see the tracking number showing the item is at an Amazon facility as we speak
Initial Complaint
Date:11/16/2023
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.
On October 29th I had an issue with an Amazon transaction. Spoke to a rep via chat who claimed to have fixed the problem and was going to issue a $10 credit. The issue re accored 5 times and each time I was told it was fixed and a $10 credit will be issued. Thats $60 that was never credited to our account. We also have a refund that has not been given for over 4 weeks for $22. In addition this has now happened again on Nov 16th on an order for $256 for my daughters birthday. Amazon canceled my order for the same reasons it was canceled on Oct 29th in which they claimed they resolved. I have spent over 6 hours of personal time dealing with this issue that Amazon has yet to resolve. I asked for an email from the supervisor to show proof that this was reported and escalated and she declined to do so. I want the total of $60 plus the 1 month of Prime plus the refund that we are waiting on. Plus a credit in addition for time and neglect. Especially since we have paid for prime for years and are not recieving the services for money exchanged. Most the messages were erased by Amazon each time they made me reset my account. Also if they do not fulfill this I want all the years I have paid for Prime membership refunded to me since they have failed to value me as a consumer
Business Response
Date: 11/25/2023
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.

We are sorry to hear about the issue you faced with some of your orders.

I understand that you're concerned about the refund on the return of your "Simple Joys by ******** ******* Girls' Knit Scooters (Skirt with Built-In Shorts), Pack of 2, Grey Floral/Pink Stripe, 5T ".

To help you with this, I have successfully issued a full refund of $22.80 on your order. Please give your bank 3 to 5 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.

Regarding your order #***-9677467-7421046, I see that this order went through successfully and was delivered to you on Thursday, November 16, 2023. In case you have any further issued with it, please feel free to contact our customer service and get your issue resolved.

Further, upon checking, I see that a promotional credit worth $25 was added to your account on October 3, 2023. Please feel free to use in on your next orders that are sold and fulfilled by Amazon.

If you have any queries regarding any of your other orders, kindly revert back with the Order ID details so that we can look into it and assist you accordingly.

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

Regards,

Himaja
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.
I am returning a product that was damaged when delivered.Amazon is requesting a government id in order to complete the return.They will not complete return until I send an ID. This is person information and possibly a scam. I am also a prime member and never had this problem with a return before. Amazon need to refund me or send out a new product that is not damaged. I already sent a email and photos of the damaged product.
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 refund and ID verification.

I apologize for the inconvenience.

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
*****************************
Initial Complaint
Date:11/16/2023
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 made a return to Amazon and they didnt process my refund and wont until I give them an ID. I actually sent that in, but they did force me or refused a refund which is not okay because I gave them the product back. They actually violated my rights to take my ID over a pair of yoga pants. I feel violated. They didnt answer why they wanted that either. They said there was abnormal activity on my account but couldnt tell me what or why. I did everything they asked and I dont consent to them keeping identification on file of me. The email address they gave me actually doesnt even work even after I called customer service.
Customer Answer
Date: 11/18/2023
I was given a refund that is in processing. They didnt credit my account like I asked. They refunded to my bank however they kept my ID on file after I told them I didnt consent to that. They didnt disclose why they needed it. They did say they were investigating my account however they violated my rights telling me this was going to happen without my knowledge and with use of my private information against my will. They did not offer any options for me to not have my private information on file.
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 your order has already been refunded on Friday, November 17, 2023 in the amount of $32.99. You should see the refund in 5 business days.

We look forward to see you soon.

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

Please be assured that the refund is already complete from our end. The refund usually shows up within 5 business days in the card. I would request you to please check with the bank. Unfortunately we are unable to change the refund at this point of time. I've also forwarded the feedback to the leadership team so that they can take corrective action on the agent.

We look forward to see you soon.

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

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.
I do not agree with the use of personally identifiable information being forced out of customers and saved against my will and consent in order to do a return through Amazon.
Initial Complaint
Date:11/16/2023
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.
Returned 3 pair of sandals to Staples to return to Amazon on October 31; 2023. I gave staples 3 bar codes for each shoe. I have receipt for 3 shoes. Amazon claiming they never received one pair, Amazon Essential Sandal. I saw they received 2 on November 8th. Spoke to a Manager on November 11, 2023. She said she saw they were in with a second pair that was shipped the same day, but because of suspicious activity on account, I need to send government I.d., which I did. Told me to call after 3 days. I called only to be told they never received them and nothing more they can do for me. Part of payment was paid from a gift card. ******* said the proof is on the receipt I have, but they refuse to issue me credit.
Business Response
Date: 11/18/2023
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 for the inconvenience you've experienced with regards to refund for the return of "Amazon Essentials Women's Thin Two Strap Heeled Slide, ***, 7.5" from Order#***-5648976-2958622.
Thank you for sharing the receipt.
In order to assist you with refund, as requested by our Specialist team, we need government issued ** to validate your account. I request that you please resubmit the ** proof.

Please visit the below link to resubmit the government issued **:
*************************************************************

Also, please be assured that details provided are secure. You can review our Privacy Notice by clicking on the below:

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

We appreciate your patience and understanding in this regards. We look forward to hearing from you.

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

Regards,
*******
Amazon.com
Customer Answer
Date: 11/26/2023
This has not been resolved.
Customer Answer
Date: 11/26/2023
It resolved
see attached
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.
Failure to give refund
Business Response
Date: 11/21/2023
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.

We are sorry to hear about your refund request.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

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.
Purchased an item on 9/28/23. The item didn't work properly. The sent me an exchange, which I never opened. Returned both items which the received on 10/16. They're customer service said it would take 30 days to receive a refund. Didn't receive refund,had to contact them. After waiting 30 days, they're asking me to upload my identification otherwise they wont refund me. I absolutely won't give them my photo identification. However, they were dishonest in when I would receive a refund and didn't tell me anything until I waited the 30 days. They're just finding ways to not refund people now?
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 issue you had with the returned replacement order.

I understand that our concerned team has requested for an ** to be sent to them for further Investigation.

Unfortunately this cannot be avoided. I would request you to please provide the ** by following their instructions so that the team can work on the issue further.

Please be assured that the information you share is stored safely.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/20/2023

Complaint: 20882052

I am rejecting this response because:

This is the reason why I opened a case with the better business bureau. Amazon is asking me for my personal identification for an item that has already been returned to them. A item that I was told I would receive a refund for, twice on various dates that have been pushed back. They have the item. I'm not giving Amazon my personal information on my photo identification for an item that I was able to purchase, and send back without needing such. It's a flashlight. What purpose does a copy of my photo identification serve to help them issue a refund for a flashlight?

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 am beyond upset with Amazon. I purchased a pet stroller which was sold as new condition. It was dirty and the frame was bent but I thought it happened during shipping. I assembled it and took my elderly dog out for a walk, halfway through the walk, it started to shake badly and he almost fell out. I noticed a s**** had been replaced on one side with a s**** that did not match and stuck out over an inch. I had to carry my dog back, which was not easy while dragging the stroller back.I tried to process a return and it said I had to take it apart and put it in the box. I contacted customer service because I do not feel it is fair that I now have to take the time to take it apart not to mention it is extremely difficult to do. It took me 30+ minutes to assemble in the first place.I spend easily over $10,000 annually at Amazon and get several deliveries weekly if not daily. The customer service representative accused me of fraud and asked for government ID? It is ludicrous!You sell me a dangerous item and accuse me of fraud???So many times this has happened and not just to me. I have received used or defective items many times from Amazon. Also, returns I have sent it - I am charged for because they are never received by the return center even though I have the *** receipt. Also, I receive a lot of items that are not as described - of course I am going to return them!!!Amazon is scamming good customers. Amazon is blaming me for them selling used and misrepresented items? I am accused of being scum instead of Amazon taking responsibility for what they are doing? I spend thousands of dollars annually and you are accusing me of fraud? I am outraged. You sell used merchandise as new and I am the one committing fraud....not Amazon who is lying about their products??I know I am not the only customer complaining about this. It is rampant.I also just returned boots and got an email from Amazon saying they were never sent in and I am going to get charged. What is going on??I want an answer immediately about what is going on. I contacted chat because I want to drop this item off without a box and the return is saying I need to box it. I am not going to take 30 min to take it apart when you sold a dangerous item...and you say you won't take the return and accuse me of fraud???
Customer Answer
Date: 11/17/2023
I am adding more information to the case which includes rampant examples of Amazon committing fraud to many other customers, which they have been doing for years.
Customer Answer
Date: 11/17/2023
Here is a document showing my personal product reviews under my account on **********************'s website. I only review a small portion of the faulty products I receive due to my busy schedule. Here are 41 examples where Amazon forced me to return an item due to it being used, broken, toxic, misrepresented in the ad and some are just plain dangerous.
Customer Answer
Date: 11/17/2023
Attachment of reviews submitted
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 to hear that you have received a used stroller. This usually doesn't happen.

I've asked our concerned department to investigate what might have happened while shipping and to take corrective action. Also they will analyze the issues you had in the past and work on future improvements.

Regarding the current order, the only way to receive a refund is to return the item by dismantling it and putting it in the box. You can take the item to the *** for return once you put the item in the box. Also, unfortunately we do not have an option to bypass or avoid submitting the *** Please follow the instructions sent on Friday, November 17, 2023 to submit the *** The information will be stored safely.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/20/2023

You asked me to respond directly to you; however, I am also copying the BBB so it is part of the complaint.

It is obvious that nobody read my actual complaint and documentation I sent in. I sent in 41 product reviews that were created way BEFORE this incident where I have complained that I received used, damaged or broken items. I also sent in copies of many customers that have posted this is exact same information. Some customers state it has been happening for as long as 8 years ago, one customer says 1 in 3 items they receive is used, another says 1 in 4 items the receive is used. I just tried to submit a review for this stroller saying once again that I received broken merchandise and Amazon's response, as it has been in this very instance, is to say they can't post the review because it isn't product related.

Instead of listening to and caring about customers, Amazon reponds "this usually doesn't happen". So it has happened to me over and over and over. It has happened to other customers over and over and over. Yet, Amazon feels they have the right to threaten customers to ban their accounts because of too many returns? So Amazon is saying, if you don't accept the second hand products we are selling you, we won't let you order anymore. This is fraud.

I am not sending in my government ID. I pay every single month for a Prime Membership which is also a fraud. Prime is supposed to get me expedited shipping. What I am paying Prime to do is send me used items that I then have to take the time to disassemble and return and then wait longer for the original item I wanted.

This is not acceptable in any way and Amazon is abusing customers. I pay Prime every month and you have no problem accepting my payment. Now you want my government ID....for what?

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