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

59,602 total complaints in the last 3 years.
21,631 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: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.
September 27 2023, I bought myself a birthday present which was a Taylormade Stealth golf club. When I recieved the item it was in fact not the correct club and was instead some other club. So on October 2nd I returned the club and Amazon recieved it on the 5th. For the past month I have disputed the charge with amazon and waited for a refund and now here I am with a low balance on my credit card and no item. They sen me an email asking for my ID but I do not trust them. I want to get this issue resolved and delete my account.
Business Response
Date: 11/20/2023
Hello Christian,

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 know that you have received an incorrect golf club.

I've checked the returns information and see that we have received a used Callaway Golf 2022 Rogue ST Max ****** golf club from a different order number from your account.

I've checked the dispute and see that it was resolved in Amazon's favor. I would request you to please check with the bank so that they can help you further.

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.
I ordered a product on Amazon, it arrived and was too big. I request a refund. They told me to return the item to Whole Foods, which I did, but the return status never changed from return started waiting for item even after I had returned the item. I contacted them multiple times. The first chat person told me they had received the item and it just hadnt changed but I would get a refund (I have screenshots of this convo). The next person told me that there had been unusual activity on my account and that in order to get a return, I would need to send in my government ID. This sounds like a complete scam to me. I hold the account, I returned the item, I deserve a refund. The next person told me they couldnt help me because I hadnt submitted my ID. I am not giving Amazon my DL number or information. Its none of their business. And Im certainly not giving them my passport info. This is ridiculous and I should get refunded for the item I returned.
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've checked and couldn't pull up your order or account as the email address doesn't have any account with the order numbers or communication.

I would request you to please write from the account email address and provide the order number so that I can check and help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/20/2023
I responded to *********************************************** with the information they requested. See attached images of that response.
Customer Answer
Date: 11/21/2023
Amazon had once again emailed me requesting an ID, which has absolutely nothing to do with my order and told me there is nothing they can do about this issue. I returned the item, there is likely video surveillance of this at the Whole Foods where returned it. I want my refund.
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 mentioned, without ID, we are unable to proceed further. Please follow the instructions provided in the other email to submit the information.

Unfortunately we are unable to take any action until unless we get 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.
I had a delivery today for InstaNatural Brightening ************** Scrub, Gently Exfoliates and Refines for Smooth Skin, Minimizes Lines + Wrinkles, with Green *** and Aloe ****, 2 Fl Oz - it burst open inside the box, so I contacted Amazon about it.They told me due to abnormal activity on my account they would need to verify my identity by having Me send in my government issued ID. That is NEVER happening for a shopping site and how DARE THEY even ASK!!!! Here is the email I received:Hello,Thank you for contacting us regarding your order 114-3680800-5815431.Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.How will you verify my identity?In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:************************************************************* All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":************************************************************************************ What happens when I submit my ID document?We will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.What happens if I do not submit my ID document?You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 114-3680800-5815431. Also, you will not be able to investigate this order issue further.This is abuse of power. And you need to step in.
Business Response
Date: 11/20/2023

Hello ****,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the refund for the damaged item InstaNatural Brightening ************** Scrub, Gently Exfoliates and Refines for Smooth Skin.

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Initial Complaint
Date:11/16/2023
Type:Customer Service 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. However, I must express my deep concern regarding an ongoing issue that has significantly impacted my business operations on the Amazon platform.My problem concerns the issue of withdrawal of funds from amazon platform. For almost two months now, my Request Payment button remains inactive and I cannot initiate a withdrawal from my account myself. During this time I have sold virtually $85,000 dollars worth of merchandise, so I believe it is unfair and actually a criminal act for Amazon to block these funds.I am familiar with the policies and rules of Amazon, so I am clearly sure that there was no violation on my part, as evidenced by the absence of any notifications or problems on my account. It was ******* clear two months ago when I made my last withdrawal, and it remains so to this day. Thus, the reason for blocking my account remains a mystery to **** have contacted amazon support several times with this question. I opened several cases in which I described the situation in detail and asked for help in solving it or at least pointing out the reasons for the blocking so that I could fix them. I also contacted the support team by phone, asking the same questions and providing all the requested information about the account.As a decent person, a responsible seller and a fair employer, I am saddened by this situation as I considered amazon a reliable platform and trusted partner. However, blocking $83,000 for no apparent reason for over two months puts me in a quandary. I have my obligations to suppliers, employees, business partners and ultimately my own family whose survival depends on my income. I have attached screenshots that shed some light on the problem. I expect a fair and just solution, as you are my last chance to reach the amazon platform.Your urgent attention and assistance in this matter would be immensely appreciated.Thank you for your prompt consideration.
Business Response
Date: 11/20/2023
Greeting from Amazon Services,
We have reached out to the Selling Partner regarding their concern.
You can refer to Case ID *********** for more
information.
Customer Answer
Date: 11/21/2023

Complaint: 20881621

I am rejecting this response because they not provide any new information and my problem still active. I will accept the response when my money becomes available.

Sincerely,

Apusl Llc
Business Response
Date: 11/22/2023
Case ID *********** is an ongoing case with our Executive Team and they will respond with a resolution once a resolution has been found.
Business Response
Date: 11/29/2023
Greetings from Amazon,

I understand that the Seller is contacting us regarding funds disbursement.

We realize how this affects their business, and a quick resolution is important to them.

The Case ID *********** is being reviewed by the correct team, and they will address the seller's concern as soon as possible.

For their easy reference, I have included the case links here:
***************************************************************************************

We highly recommend them to wait for the update of that cases from the assigned associates.

Thank you for your time and understanding.
Customer Answer
Date: 12/01/2023

Complaint: 20881621

I am rejecting this response because my problem is not resolved.

Sincerely,

Apusl Llc
Business Response
Date: 12/06/2023
Greetings from Amazon,

I understand that the Seller is contacting us regarding funds disbursement.

We realize how this affects their business, and a quick resolution is important to them.

The Case ID *********** is being reviewed by the correct team, and they will address the seller's concern as soon as possible.

For their easy reference, I have included the case links here:
***************************************************************************************

We highly recommend them to wait for the update of that cases from the assigned associates.

Thank you for your time and understanding.
Business Response
Date: 12/10/2023
Greetings from Amazon,

The complaint details have been sent to merchant escalations.

Best regards,
Business Response
Date: 12/11/2023
Hello,

Thank you for contacting us.

We are researching your inquiry relating to the reserved funds on your account. We will contact you when we have an update.

You can view your account performance by visiting "Account Health":
********************************************************************************;
You can also select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download iOS App:
****************************************************************************;
-- Download Android App:
********************************************************************************************************
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 recently ordered a dress for a wedding from Amazon on July 31st, 2023 (Order #***-019-1338-4451414). The total amount for the dress was $120. The dress eventually arrived around September 15th. Upon analyzing the dress & realizing that the dress did not fit correctly, I decided to return the dress. I had to pay $10.80 to return the dress to this address (******************** Bldg **** Dock 2/3 #**** *******, **) to which the item was returned back to me due to the address being unavailable or non-existent. I used amazon support to figure out what the issue could be with the address only to be told that the charge would come off of my card and I WOULD NOT have to return the dress. I waited a few weeks only to have never received the refund. The business has not tried to resolve this problem and as of the date of this complaint, I still have not received a refund.
Business Response
Date: 12/17/2023

Hello *******,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the refund for the item Grandmother of The Bride Dresses Long Evening Formal Dress Lace Bolero Champagne 22W.

Please share the return shipping receipt for this item so we can research and take action on this issue.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
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 purchased what was sold as a Dyson Airwrap at $950 from Amazon. I was able to register it with Dyson it seemed legit but 1 year after using it the product stopped working. I took it to Dyson to repair and they said they could not help me because it was a counterfeit product and none of the components were the same. After speaking with Amazon they told me its not their responsibility. How can it not be? They sold me a fraudulent product claiming it was a Dyson. Its like selling a knock off Louis ******* everyone knows that is illegal. Its the same thing and its criminal to sell people something that you believe to be a reputable brand name with a solid warranty to have it stop working and find out you spent brand name money on a piece of counterfeit junk.
Business Response
Date: 11/25/2023
Hello,

We have reviewed the *** and we are unable to refund as buyer is out of return window period.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
Customer Answer
Date: 11/25/2023

Complaint: 20881544

I am rejecting this response because: I was made to believe I was buying a Dyson Airwrap. ***** provides a 2 year warranty I had my product for just over a year when it stopped working. I took it to Dyson to be fixed I found out the product I purchased was fraudulent. I am trying to return this product because it is not the product I was made to believe I purchased which had a warranty - Amazon should be held responsible or should hold their vendors responsible for being truthful to those they are selling to. There was no indication that this was not a Dyson product - it came with logos and in quality packaging, and paperwork to register the product. I was even able to register it. This is a crime! If this is how you do business I will no longer buy name brand anything from Amazon and would recommend that others follow suit.

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.
My 7 year old son saved his money for about a year and finally was able to buy himself a PS5 console. He ordered it on 11/12/2023 with a delivery expected on 11/13/2023. On 11/13/2023, I was not at home but I placed in my delivery instructions and a note on my front door indicating that my neighbor was approved to accept the delivery and had the one time passcode for delivery. My neighbor witnessed the driver arrive to my house, take the package out of her vehicle, quickly place it back in the car and leave. Since then, the package has not been located since! Every day I have spent hours on the phone trying to rectify the situation without any solution! Amazon has continued to tell me the package is coming & it has failed to be scanned in transit since the out for delivery on 11/13/2023. It is now 11/16/2023 and we still have no answers as to where this package has gone! I was informed to cancel my delivery and reorder it, which I did today, and then I was told that I would not be receiving a refund until the package has been located, or until December 13th! My seven year old has cried for days over his package, Amazon has been nothing but horrible to deal with during this situation, and it is Christmas time! These consoles are expected to sell out due to the holidays and then we will not be able to obtain the item he worked so hard to save money for! The tracking proves I never received the item and there should be no reason why this is not being fixed immediately! This is not fair for this poor little boy or for anyone who has spent their hard earned money to not have an item they ordered or a company to show they care about the situation.
Business Response
Date: 11/20/2023
Hello *******,

I'm Pratap 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 am so sorry to hear of the issue you have shared with that you did not receive your order PlayStation 5 Console - Marvel's Spider-Man 2 Bundle (slim).

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

Upon checking I see that the refund of $529.99 has been issued to your gift card balance on November 18, 2023. Refund amount will be returned to your gift card balance in 2-3 hours. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:

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

Please reorder the item.

Thank you for your patience and understanding.
Regards,
Pratap

Customer Answer
Date: 11/20/2023

Complaint: 20881468

I am rejecting this response because I had to fight for a week to get a refund and then when I did the package was listed as delivered and being handed to a receptionist at a front desk!

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.
Purchased the item but business is asking me to provide them the personal information when I was not satisfied with the product and wanted to return.Order date Nov 13, 2023 Order #***-6439902-6966668 Order total $169.85 (1 item)
Business Response
Date: 11/18/2023
Hello Shyam,

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've reviewed the complaint and understand your concern regarding the return refund issue for the Order ID *******************.

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

I am sorry about the way customer service has handled your concern. I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

I see a return label was created on Thursday, November 16, 2023, you can use the label and return it for refund.

Once the carrier has received your package, it can take up to 30 days for us to receive and process your return. Check on the status of your return by visiting:

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

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
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.
To whom it may concern,This is the second time that I have had this issue with Amazon, and for the life of me I cannot understand how such a huge organization has such shabby and terrible customer service and the ordering process has a major glitch that has affected me, and inconvenienced my financial situation. On November 15th I placed an order with Amazon to be delivered between the hours of 7pm - 9pm. I assumed that everything was ok with my order as I entered the items, submitted my order and money was held on my account. However, that was not the case, 9pm came around and I received an email that my order was cancelled, no explanation, no reason. So, I called and was told by one of the Amazon representatives, that my order was cancelled and there is a 3-5 day hold on my card.Imagine my shock number one no food, number two no money to purchase my groceries anywhere else as the funds are on hold for 3-5 days.This is absolutely unacceptable!!! I have no food no money, and all anyone could tell me is that there is nothing that they can do to help me. They cannot have the order delivered at a later date or time, because the system cancelled the order so it is out of their hands?? What utter nonsense, I have ever heard Meanwhile, I have no money, my question is why did the system allow the order to go through if there was no stock for any of the items on my order? Secondly, why are your. manager's or customer service reps, not educated on how to handle situations like this, there was no since of urgency or empathy on any of their parts.I would like a manager to call me and explain this entire debacle because I am out of food and money at this point through no fault of mine.How does a massive Organization like Amazon be so incompetent and unprofessional, I am extremely upset and angry especially since this is the second time that this has happened.Please have an executive manager call me in regards to this issue please, thank you Extremely irate customer ***************************
Business Response
Date: 11/22/2023
Hello ****,

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

I've reviewed your email regarding the cancellation of your fresh order

I've checked with our concerned team regarding this order and they stated that after thorough review about your concern for Fresh order cancellation, the reason for such was identified and it was because of the total weight of the order.

Our current route-level thresholds are 375 lbs for weight and 35 cubic ft for volume. And your recent cancelled order was beyond that limit.

When a single order exceeds this limit, it is cancelled as we will be unable to safely or efficiently deliver the items.

Moving forward, we recommend for your to split the order or may also try our pickup option.

I hope this information is helpful and you have a wonderful week ahead.

Thanks again for writing, and thank you for your continued support of Amazon.com
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.
Returned two items through Amazon Prime. 1 month refund time. The are now requesting private information to validate my identity. Absolutely atrocious. They are refusing to refund me unless I provide private information.
Business Response
Date: 11/20/2023
Hello ********,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the refund for the returned item *** Ryzen 7 7800X3D 8-Core, 16-Thread Desktop Processor and ASUS ROG Strix B650E-E Gaming WiFi AM5 (LGA1718) Ryzen 7000.

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap

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