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.
21,606 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:11/15/2023
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.
Ordered 111-7646813-2521064 ProCase 2 Pack for iPad **** 10th Generation 2022 Screen Protector A2696/A2757/A2777, Tempered Glass Film Guard for ****" iPad 10 and it came damaged because it is thinner about 1/16" thick glass Amazon shipped in a poly mailer!They already replaced it via 113-8539783-2621051 and this time shipped it in a bubble mailer... also broken! The packaging from the manufacturer is about as thick as a manilla folder.I would be much more surprised if it arrived not broken the way it is packaged.I want a replacement, which they tell me I am not eligible for because it has already been replaced. I expect it shipped in a box.I attached photos, so you can see what the customer gets. These were taken from each order respectively.
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 reviewed your complaint and apologies for the inconvenience you have experienced with Order#***-7646813-2521064

I understand your concern and unfortunately we can replace the any order only once and hence here in this case we are unable to create a replacement for you.

As the both products are damaged, we can help you with a refund and request you to reorder the item on your end.

This the only and best option and I hope you understand our limitations.

Thank you for being a Prime customer.

Regards,

*****************************.
Customer Answer
Date: 11/21/2023

Better Business Bureau:

You can close the case. I returned the broken item for a refund, which apparently will take until December 6th. in the meantime, I bought the same item on Walmart.com, and they had enough sense to ship it in a box.

Sincerely,

*******************************
Initial Complaint
Date:11/15/2023
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 10/4/2023 the order was placed with Amazon. The delivery date was supposed to be 10/9/2023. The item never arrived, it required a signature with *** and we waited for it but unfortunately, never showed. We requested a refund because my husband went to buy another one locally. I was told it was going to be refunded and it never arrived. We waited the 10 days and I then filed a claim with our bank on 10/15/2023. My bank denied the claim due to Amazon stating it was delivered. Which they knew it was not because I was told and emailed that I was to be refunded. Now, my account is over drawn and it has been over a month since this issue with Amazon.
Business Response
Date: 11/17/2023
Hello Alyssa,

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

I reviewed your complaint and apologies for the inconvenience you have experienced with refund on Order ID: *******************

I see that a refund of $376.52 is processed on Saturday, October 14, 2023 to your original payment method from our end.

Overdraft fees are charged by your financial institution, not Amazon. Amazon does not reimburse customers for fees charged by a third party. Please contact your issuing bank for further assistance regarding this matter.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 11/17/2023

Complaint: 20877451

I am rejecting this response because:
I verified with my bank that they did not receive any refund and my bank statements reflect the same information. I did file a claim with my bank due to not receiving the refund and that claim was denied due to Amazon stating I received the item. Which is not correct. I have talked to multiple supervisors at ********** who have relayed the same information
Sincerely,

*******************************
Initial Complaint
Date:11/15/2023
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.
Email: ********************* Address: *********************************************************: ***** Phone: ************ To whom it may concern,My name is *****************************. On October 21, 2023 my Amazon account was hacked and $631.94 was charged to my bank account. It has been over two weeks and i have been trying to contact amazon for a refund and still have not received it and now are not taking my calls and hanging up on me. Down below i have included the order numbers for the items.Order numbers:D01-0978571-5107420, D01-7216066-5158632, 114-0674638-5621011, 114-0172362-7469840 Thanks you for your time and consideration.Sincerely, *****************************
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 reviewed your complaint and apologies for the inconvenience you have experienced.

We recommend you to review all the recent activity on your credit or debit card and report any unauthorized charges to your bank within 90 days of from the date of the unauthorized transaction on your account.

Once you have reported the unauthorized charges, the bank will send you forms to formally dispute them, credit your account, and file a chargeback to the applicable merchants.

Your bank or financial institution are responsible for refunding any unauthorized charges to your credit or debit card.

I see that our concerned team has taken necessary actions on your account to mitigate such instances in future.

Thank you for choosing Amazon.

Regards,

******************************
Initial Complaint
Date:11/15/2023
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.
When I place orders on Amazon's website they offer Prime on a 30-day trial you can cancel anytime, with the OPTION TO DECLINE that is ignored. As soon as you place your order I am automatically enrolled in Amazon Prime even though I specifically declined it, and then I have to pay for it. This is the action of a scam artist, and I believe I am *********** a refund for the money that they have stolen.
Business Response
Date: 11/17/2023
Hello *******,

I'm Najam 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.

Im sorry to learn about the problem with placing the order without signing up for Prime Trial.

However, I assure you that customers have an option to ignore or declined the prime trial subscription at the checkout page.

We can certainly cancel the Trial Prime membership on your account if you'd confirm the same.

I request you to please include more details about the charge you're referring to, in your response to this email.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Initial Complaint
Date:11/15/2023
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.
This is *******************************. I have an Amazon account that has been deactivated since May 2022. I got my fund disbursement in February 2023, amounting to thirty-one thousand, three hundred forty-six US dollars, and thirty cents ($31,346.30) which was disbursed to me on February 22, 2023,However, I have noticed that since May 4, 2023, I have been continuously charged various amounts. I am perplexed by this situation, as I have not processed any orders or conducted any business transactions since my account was deactivated in May 2022.I kindly request your assistance in communicating with Amazon and providing more clarity on why my account has a negative balance and why there have been continuous debits on my credit card. I believe there may be an error or a misunderstanding, and I would like to resolve this matter promptly.I appreciate your prompt attention to this issue, and I am confident that with your assistance, I can rectify this situation effectively. I was hoping that you could help me communicate with Amazon to resolve the negative balance and stop the debits on my credit card.
Business Response
Date: 11/23/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.

Regards,
Amazon
Initial Complaint
Date:11/15/2023
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 following Amazon's return policy and the item has been received by Amazon however I have not received a refund.Amazon is forcing me to submit additional private personal information that I do not wish to share and threatening me that they will not issue a refund if I do not submit the information. Prior to this threatening email, they reassured me that I would not get back charged, but they did not keep their word.
Business Response
Date: 11/17/2023
Hello *****,

I'm Najam 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 learn about the problem with your order #***-5649049-2985813. It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

Our specialist will issue refund against the retrocharge as soon as they receive required details from you.

Thank you for your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

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

Complaint: 20877247

I am rejecting this response because:
Amazon reassured that they would provide a refund before I send back the item, but after I sent it back they made additional requests probably hoping that I will miss the refund when I fail to read their emails. The returned item is unused . I hope Amazon can see why it is not right to ask for ID after the item was returned.

Sincerely,

*******************
Initial Complaint
Date:11/15/2023
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 FICMAX recliner chair with vibration massage, heat and side pocket,... from Amazon on 7/5/2023. The back of chair that is wooden is broken and unable to sit in the chair without any back support within the 1st 90 days of purchase. Amazon was contacted and they did nothing about the issue. Amazon stated I only had **************************************************************************************************** to even attempt to try to resolve my issue. I don't think it's fair as that was a lot of money for me to spend on a product backed by both companies I trusted amazon. Since then i have cancelled my membership of 2 years too open their eyes but when you making that much money you don't care. I would like to dispute for a full refund for that chair. My Amazon order number for this is 112-9494890-8448237.
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 reviewed your complaint and apologies for the inconvenience you have experienced with Order#***-9494890-8448237.

Unfortunately it is too late for Amazon to take any action on the order but you claim the warranty with manufacturer.

We request to contact the manufacturer on their email address : ****************

Thank you for your cooperation.
Regards,

******************************
Initial Complaint
Date:11/15/2023
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 product from Amazon, ORDER # ***-5752783-8068207. And received it directly from the Amazon delivery guy today. l opened it up immediately after received and found that 3 fans and it is related cable is missing. It is 3X Magnetic 120mm ARGB Fans ******************** is missing from the item, the outside package does not seem to be opened, and the inside manufacture package has been open. l suspected that this is an return item from someone else and intentionally took the fans and its accessories, However after reaching out to Amazon ***************** they forcedly request me to file an police report before anything can be done even though it does not looked like to be stolen by someone else. I had no choice only to file a police report for lost item. And later the day when I submit the police report to Amazon, And they started to pick on it saying it has to be stolen not lost, it is invalid. Multiple agent wasn't able to provided me the actual reason for the invalid. Some agent straight hang up on me. I have been prime member for many years. Ordered ************* 2023. I don't felt I have been treated nicely. They always start by thank for been prime member then hang up on me later. I don't appreciate any words nor any apologize. I had to file another police report for thief, And this time they picked at it again saying wasn't able to verify it with local police office some department is closed, etc.... This should have never happened, the amazon warehouse product should have been inspected carefully by amazon. I am done with talking to CSR and been transfer to multiple people without any reasons and suddenly been hang up. I have done everything I could to provide you best materials. CSR is just full of robotics and lies. Spend entire day dealing with this just waste of time. No body is able to help in CSR. And I was also request to submit my id for account verification due to abnormal activities. Again no explanations, forfeit my right to return.
Business Response
Date: 11/17/2023
Hello *****,

I'm Najam 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.

Im sorry to learn about the problem with your Order ID: *******************. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that you provided the police report as requested, however, it could be validated.

I request you to please provide a valid police report to our specialist team, so they can verify and help you with the order.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

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

Complaint: 20877176

I am rejecting this response because:
I have provided valid police report two days ago. CSR is just finding everything to say its invalid and without informing me what is invalid.

Sincerely,

*******************
Business Response
Date: 11/30/2023
Hello *****,

I'm Najam 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.

Thank you for writing back. I hope you're doing well!

I have reviewed recent correspondence and I see that the Police report provided by you, could not be validated, which is refund request was not accepted.

We have informed about the same to you by sending an email on Friday, November 17, 2023.

---Quoting Email-
In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.---

You can reply to that email as soon as you're able to provide a valid police report.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 12/04/2023

Complaint: 20877176

I am rejecting this response because:
I am not going to waste time between police and Amazon. police informed that to work with Amazon on this matter. I have decided to just return the product. I return this product on order 112-9608688-0224236. Shipped this back on 15th November, still waiting on the refund. Delivered to return center on 20th. Cant believe its taking forever to issue the refund. I bought a few orders with the same item. I picked one of it to return. Thanks. Will mark this as resolved once refund issued.

Sincerely,

*******************
Business Response
Date: 12/08/2023
Hello *****,

I'm Najam 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.

Once an item is returned, it can take upto 30 days to process the return and issue a refund.

For more information on Return policies, you can view our website Help page using this link:

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

If the document provided by you cannot be validated, our specialist team may ask you to re-submit the details again.

Please note that we may not be able to assist you with refund request, if verification isn't successful.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 12/17/2023

Complaint: 20877176

I am rejecting this response because:
I returned the missing fans item (114-5752783-8068207) under incorrect order(112-9608688-022****) but both order are for the same item. I returned it on 11/15 it has been more than 30 days. **************** said that refund cannot be issued due to shipping weight difference while still keep the returned item. I am requesting you to fix it that the item I returned under **** should go to order 8207.
even if the shipping weight is different, its absolutely incorrect to 1) not issuing refunds and 2) keep the item. If you suspect that the item returned is not the correct. Please return it to me. I paid for it. You cant keep my return and not issue refund.

Sincerely,

*******************
Business Response
Date: 12/28/2023
Hello *****,

I'm Najam 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 can confirm that you requested a Chargeback request on order #***-9608688-0224236 (settled in your favour) for $371.86. This orde was already refunded in same amount.

Hence credits of $371.86 X 2 were issued on Monday, December 18, 2023 and Tuesday, December 19, 2023 respectively.

I hope this information helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 12/28/2023

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.
Additional details, I wasnt been issued 2x refunds. The charge back has been rebilled after I received the order refund. Amazon finally decided to take some actions after charge back is filed. We are even now.

Sincerely,

*******************
Initial Complaint
Date:11/15/2023
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.
Amazon is not refunding my account **************************** for my 3 purchases that I returned with tracking number from *** with Amazon's own label 1Z4449719009096515 last week. They are requesting outrageous private information from me just to get the refund despite everything was returned in perfect condition as promised with all tags in it.
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.

Im sorry to learn about the problem with your recent order with us. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/17/2023
The order number is 114-7311122-0497865
Customer Answer
Date: 11/17/2023
The order number is 114-7311122-0497865
Business Response
Date: 11/19/2023
Hello *****,

I'm Najam 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.

Thank you for writing to us and confirming the order number. I hope you're doing well!

Upon reviewing, I see that the return authorisation was created on Monday, November 6, 2023.

Once an item is returned, it can take upto 30 days to process the return and issue a refund. As soon as return is verified and processed, a full refund will be issued against the order.

All returns do not necessarily take 30 days for processing and if a return is processed sooner a refund will be issued accordingly.

For more information on Return policies, you can view our website Help page using this link:

********************************************************************************************...

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

We appreciate your patience and understanding.

Regards,

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

Customer Answer
Date: 11/20/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,
Initial Complaint
Date:11/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/20/23, I placed order# ***-6354500-9333017 at Amazon.com to purchase a phone from one their merchant partners, Re-Com. After I received the phone and I did not like it. I promptly repackaged and returned to Amazon within 1 week. On May 9th, Amazon refunded my money. Then on June 14th, the reversed the transaction and charged me $280.58. The merchant said I did not return the phone that they shipped. They stated the **** did not match their records. I explained to the merchant I did not do a switch and told them if they believed I did that, then to ship the phone back to me or refund my money. Re-Com did not do either and kept my money and the phone. I escalated this thru Amazon who told me they would look into it. When Amazon sided with the merchant, I requested an appeal and tried multiple time to speak to someone at Amazon. Everytime they kept saying this would only be handled via email. Its been about 5 months and nothing has happened.I attached the conversation with Re-com along with pdf of the email requesting an appeal on Amazon reversing the refund. Hopefully you can help out.Thanks!
Business Response
Date: 11/17/2023
Hello ******,

I'm Najam 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 learn about the problem with your order #***-6354500-9333017. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and the order in question. I have also reviewed the correspondence with the seller.
The returned package contained incorrect item, which is why retrocharge was done.
As information provided to you by seller and my colleagues is correct, we are unable to issue a refund against this order.

Thank you for your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

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

Complaint: 20877102

I am rejecting this response because: I did NOT sent back the incorrect item. I returned the item that was sent to me. I can't help that they made a mistake. I offered to let them keep the money if they send me the phone back they did not want to do that. So they ended up with my money AND the phone which is theft.

Sincerely,

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

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