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.
21,613 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: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 have six returns that I shipped back to Amazon this month that have not been refunded. All shipments for these returns have been delivered to Amazon, as follows:1. ORDER # ***-6949038-6013848 (ASIN B0CD7N7MW8), *** 1ZE910V79050230355, Delivered On Wednesday, November 08 at 9:46 A.M.2. ORDER # ***-0277427-8068233 (ASIN B0BV6YX2TN), *** 1ZE910V79050425243, Delivered On Wednesday, November 15 at 9:47 A.M.3. ORDER # ***-3618314-1315446 (ASIN ?B011K4XZQ0), *** 1ZE910V79050569151, Delivered On Wednesday, November 15 at 9:47 A.M.4. ORDER # ***-6009808-3498624, (ASIN B0BV1T72W1), *** 1ZE910V79050425243, Delivered On Wednesday, November 15 at 9:47 A.M.5 & 6. ORDER # ***-7309304-1419450 (ASIN *********** ******* # ***-7295865-2945855 (ASIN B08MTPR9C7), *** 1ZE910V79050574332, Delivered On Wednesday, November 15 at 9:47 A.M.The total transaction amount for these returned items is $196.94, plus sales tax. Per the *** tracking and delivery confirmations, Amazon is in possession of all returned items, therefore their refunds should be issued without further delay.
Business Response
Date: 11/19/2023
Hello,

I am Mahendra 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 the complaint details, I see that you are referring to the multiple orders regarding the refund for the items you returned.

Based on all items return tracking, the items marked as returned to fulfillment center on November 15 2023.

The Refunds are processed within ***** days once we receive your return. Once the return is processed completely shortly after, you'll receive an e-mail message confirming your refund to your registered email address.

I request you to wait for the refunds to be processed by our returns team.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************
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.
While logged into my Amazon account, I clicked on an animal rescue's Wish List and ordered some items to be delivered to them at their private, hidden address. I clicked on auto-subscribe to receive the discounts and figured I could always cancel later if needed. Flash forward, I decided to cancel this auto-delivery and while I could see in my order history that it was sent to be delivered every month, I had no way or ability to stop it.I called customer service to see if they could cancel it for me and they said no. They said the subscription was on the animal rescue's account and I had no authority or access to stop the monthly renewal. I asked how could that be true if I was the one who created it. The customer service representative said I would need to gain access to rescue's account. I told her that is impossible for me to access their account, and asked to speak with her supervisor. Her supervisor was equally unhelpful and when I asked her how come if I had the authority to create this subscription I don't have the authority to cancel it? She said "exactly, you are the one who created it so why are you asking us how you did it." I don't understand what they weren't understanding. The supervisor was so rude in tone and acting like I was crazy. So basically, I donated some items and now am locked into doing so for the rest of my life against my will unless I inconvenience the rescue owners and ask them to cancel it for me - which is an awful thing to have to do. It didn't help that customer service was completely ignorant. ****************************** is something extremely wrong with this process. You NEED to give the creator and payor of a subscription access to cancel it at their own free will, even if it was a wish list item for someone else. This doesn't feel right at all and left an extremely bad taste in my mouth.
Business Response
Date: 11/27/2023
Hello Kalee,

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 cancellation of animal rescue's subscription.

I've escalated this issue to the appropriate team and received an update from them stating they have disabled you animal rescue's subscription.

Thank you for your patience and understanding.
Regards,
Pratap
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.
Ordered a product which seemed to be nothing like the advertisement, from my perception, returned with Amazon return labeling via *** store. Never received any refund to my card. Now I cannot find that card that was used to purchase the product because they take so long to respond properly. I spent over a hundred dollars and have no product and no refund. I was told that they would email a Amazon gift card to the email on file. They had closed the account and were going to open the account temporarily in order to send the Amazon gift card email, I assume. (The calls were escalated} To this day I still have nothing and the Amazon store had their product back. email on file is ******************** or ****************** or ********************* Amount is over $100.00.
Business Response
Date: 12/07/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 12 February, 2023. This email confirms that the refund has been issued for 119.78 USD to the original payment method.

Sincerely,

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

Complaint: 20879872

Thank you for your response. We no longer have access to the payment method on file therefore I have been told that a credit could be issued as an ecredit to the email provided initially we no longer have the gift card. Is is possible to get the last four of the card just to be sure. I believe it to be a pre loaded card. Thank you. Also, what is the best number to call to reach them regarding this matter. Thanks again!!

Business Response
Date: 01/27/2024
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 12 February, 2023. This email confirms that the refund has been issued for 119.78 USD to the original payment method.

Sincerely,

*****
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 returned an item to Amazon on 10/9/23. They received the item on 10/12/23. Order number 113-7503272-0056200. The item totaled $516.12. I still have not received a refund so I called today and customer service said to process the refund on the item they received OVER A MONTH AGO they need a copy of my driver's license and 3 days to process. I just want my money back.
Business Response
Date: 11/19/2023

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 Creality CR-10 SE 3D Printer, 600mm/s Printing Speed 8000mm/s Acceleration Upgraded Sprite Direct Extruder 300?.

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: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.
Requesting personal information to give refund.Ordered battery and battery didn't work.Holding refund hostage.Order 113-5843395-5503430.
Business Response
Date: 11/19/2023
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 EGO Power+ BA2800T 56-Volt 5.0 Ah Battery with Upgraded Fuel Gauge (3rd Generation),Black.

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
Customer Answer
Date: 11/20/2023
They are still requesting personal information for my refund this makes no sense. They did not say I would need to provide personal information when I purchased the item.
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.
Hello, I am writing this complaint against Amazon.com, since they suspended my account with vague reasons. And the email address they provided seems like not work. The last order I placed is some gift cards total in $180. I was planning send these gift cards to my clients for kindness during the upcoming holiday seasons. The order were well paid used my own credit card ended in ****. I can't see any violation I made after I read their policy referred by the email. I hope the BBB could help me to reach the Amazon and help me to restore my access to the account.
Customer Answer
Date: 12/14/2023
Hello BBB, Is this complaint still processing? It's been a month without any update.
Business Response
Date: 12/20/2023
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: 01/20/2024
I am rejecting this response because: Amazon keep telling me that my buyer's account violated **********************'s rules and not telling me what rules were violated. What's the difference between them and no reason? I have registered this account for over 4 years and have always used it properly and hardly ever operated a refund. I really can't think of anything I've done that violates the rules. Amazon can keep me from continuing to purchase items, but they can't keep me from using items I've already purchased. I purchased a gift card that I still can't use because I can't log into my account. Isn't it against the rules for Amazon to take my payment and not give me the item? How is Amazon's behavior like this different from robbery?
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.
My ORDER # ***-9329586-8363440 was placed on 11/1/2023 with a promised early overnight delivery. 2 weeks later the order has not arrived but the system (has already charged my account) says that it cannot be cancelled because it has been shipped, which I believe to be a lie, and that someone either in shipping has either stole it or misplaced it. Two weeks later I no longer have a need for the **** cards, but I do need Amazon to ********** the taken funds to the card used or to an Amazon Card, for I need those funds urgently for an immediate components order. I have contacted almost daily Amazon **************** but they keep putting me off, sometimes with lies. Thank you! ******************* *************)
Business Response
Date: 12/16/2023
Hello Don,

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 that you did not receive your **** gift card Order ID: *******************.

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 $933.75 has been issued to your original payment method on December 6, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience and understanding.
Regards,
Pratap
Customer Answer
Date: 12/25/2023
Thank you very much for all your help!
The problem has been finally resolved! Amazon said that they refunded me on December 6, but I was only notified around December 10. Almost 1.5 months from the initial date, but I finally got my money back and it taught me the ****** that I should do less business with Amazon and I have already looked at other options.
Once again, ***** YOU for your help!
Have a Happy Holiday Season!
*******************
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 bought shoes off amazon, they arrived different color than expected. I notified amazon about it and initiated a return. I returned the shoes on August 30th, they received in on September 5. But didnt issue me a refund. I contacted them, they said that if I dont get a refund by 24th (or 28th, around that time) of october to contact them again. I just contacted them again on November 16th, because I still dont have a refund from them and they told me to send them my id to verify my account. I told them I dont feel comfortable sharing sensitive personal information such as an id with them, they told me that thats the only way Id get the refund from them, if I send them a copy of my id. I feel that this is not right
Business Response
Date: 11/19/2023
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 Columbia Women's Wildone Anthem, Shark/Icy Morn, 10.

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
Customer Answer
Date: 11/20/2023
I got a response from amazon in response to bbb complaint. They are still blackmailing me to provide my id in order to issue me a refund for my return.
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.
We received the message that my Levono laptop (Order ID ******************** was supposed to be delivered to our house on Nov 7, 2023, but we did not receive the package. We checked again in our front yard again next day and could not find the package so we reported to Amazon customer service staff, ***** and was told to file the Police report. We reported the incident to the ************** and we live in *******, **********. Then another Amazon customer service staff, JV A (****) said the police report was good and we needed to submit the approved, final ************** report. We received the Concord Report and immediately submitted to Amazon customer service at 3:15 pm on Nov 14, 2023. We chatted with Amazon customer service staff, *************************** and she said at 4:07 pm, Nov 14, 2023 , "Thank you so much for patiently waiting. We successfully process a refund for the amount of $426.54 back to your Gift certificate. Please kindly wait for the refund to be process with 2-3 hours". We had kept the screen shot to prove the chat and *********'s promise for the refund. However, we did not receive the refund yet and we contacted the Amazon account specialist per instruction. The Amazon account specialist said, "CARRIER has confirmed the shipment was delivered to you in good condition" so no refund nor replacement would be provided. We confirmed again we had not received the package and the ************** is investigating the incident. We asked Amazon account specialist for the proof that the package was delivered to us and we have received the package but no proof. Thanks for all your help.
Business Response
Date: 11/19/2023
Hello,

We have denied the customers request for a refund.
This is because the shipment was correctly delivered to the customer as per *** tracking website.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 17 November, 2023.

Sincerely,
Amazon.com

Customer Answer
Date: 11/19/2023

Complaint: 20879568

I am rejecting this response because:
1. We had followed all the Instructions from Amazon customer service staff, including submitting the "approved" Police report.
2. We chatted with Amazon customer service staff, *************************** and she said at 4:07 pm, Nov 14, 2023 , "Thank you so much for patiently waiting. We successfully process a refund for the amount of $426.54 back to your Gift certificate. Please kindly wait for the refund to be process with 2-3 hours". We did not receive the refund yet. (Please review the attachment).
3. We asked Amazon account staff to present the Proof that the Carrier had delivered the package to our house like a picture to show where the package was delivered, if the delivery was handed to our family, etc. but Amazon account staff could not provide the proof. We had searched around the house but could not find the package, and had asked our neighbors if the package might have been delivered to the wrong addresses but no result. Thus, we reported to the ************** as a thief case.
We had paid $426.54 for the ****** Laptop and Amazon should provide the Refund as the Amazon customer service staff, *************************** stated. A replacement would be accepted to us as well. We had spent so much efforts and sincerely would like to reconcile the Incident with Amazon for a refund or replacement.
Thanks for all your help

Sincerely,

Tak Ma
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 ordered a case of motor oil from Amazon.com on October 26th, 2023. The item was shipped via **** The item was never received. I contacted *** on or about November 1st, 2023 and was told that the case of oil was damaged and leaking to the point of destroying the label. They said it could not be delivered so they "disposed of it generically". I contacted Amazon to let them know the situation. They first told me that since the "delivery window was still open", I needed to wait until November 15th, 2023 before they could process a refund. I waited until November 15th, 2023 and contacted them again to request a refund. They told me that I had to fill out an incident report and they needed to investigate before they could process a refund. No problem. I filled out the incident report and submitted. The questions on the incident report are as follows:1. Order Number 2. Today's Date 3. Package Tracking Number 4. Name of the item not received.5. Is it your first Amazon package at this address not received?6. If no, how many times as this happened.Keep in mind that most, if not all of the answers to these questions can be found in the order data that Amazon has complete access to. This was a red flag, as it started to feel to me like busy work to deter me from pursuing a refund. I have since filled out 3 incident reports, only to be repeatedly told through email that they are incorrect. I have even gone above and beyond and provided the phone number, address, and the representative that I spoke to at *** as well as the *** Access Point, so that Amazon could independently verify my claim. Still, they are refusing to move forward with my refund. Since I have not been able to get them to accept the incident report, I have no choice but to initiate a chargeback with my bank. I completely understand that Amazon needs to protect against fraudulent claims, but in this case there is overwhelming proof. Amazon just refuses to accept it or put the effort into the research.
Business Response
Date: 11/17/2023
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 about the trouble and the inconvenience you've had with regards to refund for the Order#***-5160593-7927412.
On checking, I see that you were refunded in the amount of $87.18 on November 16, ******************************************************************** 3-5 business days.
I hope this helps.
Please feel free to contact us directly by replying to ************************************************ if we can be of further assistance.

Regards,
*******
Amazon.com
Customer Answer
Date: 11/17/2023

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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