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

59,633 total complaints in the last 3 years.
21,653 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: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.
Before 2020 I was always able to get prime 2 day shipping. Now, three years later I am still paying for prime but have not had one single item shipped to my primary address in less then a week. Items claim to be free two day shipping are never shipped in two days When I tried to cancel an order I was told it was on back order and I was not charged for the item which was not true. It charged my credit card. They refused to cancel the order. This has been an ongoing problem and there is no resolution from Amazon
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 delay in delivery of your orders.

In general, most items eligible for free shipping are also eligible for Amazon Prime shipping benefits, but only if the item and the shipping address match the eligibility requirements specified in the Amazon Prime Terms & Conditions (*******************************. com/primeterms). If an item isn't readily available, shipping selections may reduce shipping transit time, but won't impact how long it takes us to obtain the item or prepare it for shipment.
I've checked and see that the item AOFAR Magnesium Fire Starter AF-374 (2-Pack) was lost in transit, hence a replacement is created for you with the fastest shipping available. It will be delivered to you by November 21, 2023.
For Order ID: ******************* Membrane Solutions Portable Water Filter Straw Filtration Straw Purifier Survival Gear for Hiking, I see that the order was not delivered on time due to a delay on the ***** end.
I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

I've issued a $20 gift card to your Amazon.com account for any inconvenience. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:

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

Thank you for your patience and understanding.
Regards,
Pratap
Customer Answer
Date: 11/21/2023

Complaint: 20875708

I am rejecting this response because:
Even after the first complaint on several items I am still not getting items. I ordered this on the 16th yes it still gets delayed. Was almost a week before my item arrived!
Sincerely,

***********************************
Initial Complaint
Date:11/15/2023
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.
Amazon received my return, they didn't get me my refund.
Customer Answer
Date: 11/15/2023
order number 112-1463663-0044218
Business Response
Date: 11/17/2023
Hello,

I am ******** 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 caused regarding refund for the returned order.

I see our team have noticed abnormal activity on your account hence 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.

I request you to please share the requested details by visiting the secured link shared on your registered email id. Once we receive it and verify the details, our team will be able to help you further. Rest assured, 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":

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

If you do not get the updates after 3 business days of uploading the document, please contact us through chat or call for further help.

I appreciate your cooperation.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:11/15/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, Amazon sent me a wrong item (a different item that they sell) and I sent it back for a refund. Without any communication to me they did not issue a refund - I had to reach out and ask what is going on and then was notified that I needed to send my ID in for verification. I do not feel comfortable sharing my personal information like this. Not only do they have the money for the (wrong) item but also the item. Can you please assist?
Business Response
Date: 11/17/2023
Hello,

I am ******** 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 caused regarding refund for the wrong item you have received.

I see our team have noticed abnormal activity on your account hence 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.

I request you to please share the requested details by visiting the secured link shared on your registered email id. Once we receive it and verify the details, our team will be able to help you further.

Rest assured, 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":

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

I appreciate your cooperation.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
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 my order 113-5495556-4013813 through *** to amazon and amazon has already received my return. But Amazon require me to submit an ID verification and I did submitted on Nov 12th. But 3 days later Amazon claim they cannot find my ID and I have to submitted again. I did submitted ID again twice on Nov 15th but they keep saying I need to wait another 3 days. I just want to get my money back since I already return the item.
Business Response
Date: 11/17/2023
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 returned items Columbia Women's ****** Pass Ic Jacket, Beetroot, Small, Columbia Women's Bugaboo II Fleece Interchange Jacket, Beetroot, Small and Columbia Women's Bugaboo II Fleece Interchange Winter Jacket, Waterproof & Breathable, Black, Medium.

Upon checking I see that the refund of $501.12 and $198.19 has been issued to your original payment method on November 16, 2023 for the above mentioned items. 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
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.
Hello,On October 31st I purchased, nine pairs of jeans from Amazon. I kept two out of the nine jeans and returned the other seven. When I went to return the jeans through Amazons online portal, they would not let me place all of the jeans under one return they had me technically do seven separate returns to the same address. Instead of using seven different boxes for all the items to go back to the same place, I decided to print out one return label and use one box for all of the items, but include all of the separate return packing slips inside the box with the items. It would be very wasteful to send back 7 small items in 7 different boxes. A few days later, I noticed that they only processed the return for one out of the seven jeans so I immediately contacted them and let them know what I think happened. What I think happened was that the Amazon staff member over looked the multiple pages of return packing slips and scanned only one item in making it look like I never returned the other items. They assured me that it would be resolved and to just wait and to contact them again if I dont receive the refund within a few days. A few days later I contacted them again and they said the same thing to just be patient and wait. Now it has been weeks and I escalated the issue and the result was that they say its my fault that I didnt send it in seven different boxes to the same address and that there is nothing that you could do for me. Its not fair that they put off my concerns when I contacted them immediately. Now they are telling me I am at a loss for the remaining of the refund which is for $225.75. That is a major loss for me. I work almost 2 days for that much money. I know the items were received because they refunded me for the 1/7 jeans. I have been a really good customer of theirs for years and have never had anything like this happen to me with them. I feel helpless and like there is nothing else I can do. Thank you for taking the time to read this.
Customer Answer
Date: 11/22/2023
Hello,
This is an update. The seller followed through with the return after all, and now I am satisfied with the resolution. Thank you for taking the time to look at my complaint and we can closed this case.
Happy Holidays!
-*****
Business Response
Date: 11/24/2023
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 items from Order ID: *******************.

We have issued the refund of $35.60 for Rsq Slim Straight Jeans Medium Wash, $34.09 for Rsq Slim Jeans Black Denim, $38.96 for Rsq Relaxed Taper Jeans Black, $35.60 for Rsq Slim Straight Jeans Medium Wash, $38.96 for Rsq Relaxed Taper Jeans Black and $37.88 Rsq Skinny Jeans to your original payment method on November 21, 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
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 was sent an email about my order 113-4981352-2407440. i want to return the item and they said even if its returned they will not refund me unless i provide an ID. my ******************** email is *************************
Business Response
Date: 11/18/2023

Hello Carolina,

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 return and refund for the item Certified Refurbished Amazon eero mesh WiFi router.

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: 11/28/2023
Amazon is still refusing to give me a refund even tho they have the items in hand without my ID. The credit card the items were bought with were purchased with an Amazon credit card through ***** with my name on it. i have no reported it as a fraudulent transaction with my bank, however amazon is claiming that i have a security issue with my account and refuse to elaborate
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 bought 2 products from Amazon and after seeing that they were defective I returned them, Amazon returned the money to my bank account , and after a certain time charged me again for the the same products, with the unfounded claim that they did not receive them, in a phone call an Amazon customer service representative admitted that they have recive the ptoducts back and I would receive the monetary refund for this product to my original payment method, but to this day I have not I received my money back as promissed, I request to receive my money back immediately to the original payment method from which I was charged.Please see attache the picture of the 2 items with the order number .Thank you for your help
Business Response
Date: 12/01/2023
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 that you have been re-charged for the returned items ****************** Natural Flow Anti-Colic Options+TM Wide Baby Bottles, 9 oz/270ml and Baby - Carrier, 6-in-1 Baby Carrier with Waist Stool-, FRUITEAM Baby Carrier.

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:11/15/2023
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 bought cat food with a 100% satisfaction guarantee. The food I got seemed off and smelled bad. My cat wouldn't eat it. Upon trying to return it, my account was flagged. ********************** is requiring that I submit legal ID to get a refund either to my account, or the original method used. I would like a refund to original payment method without supplying personal information. Item Name: ****** Prescription ****************** Sensitivities Wet Cat Food, Veterinary Diet, 5.5 oz. Cans, 24-Pack Order Number: 112-4427547-7604230
Business Response
Date: 11/18/2023
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 defective item ****** Prescription ****************** Sensitivities Wet Cat Food, Veterinary Diet, 5.5 oz. Cans, 24-Pack.

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

Complaint: 20875391

I am rejecting this response because: I shouldn't need to supply PRIVATE personal information to get a non-cash refund. I am only asking for a refund to either my amazon account, or to the original method of payment - my debit card. Neither should require photo ID.

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.
I returned 3 sets of magic pants hangers and 1 portable door lock to Amazon back in July 2023 within the return window time frame. The refund amount is ***** and they have refused to refund the funds. I have called them several times and finally they refunded ***** on a gift card. I called several times again and they say that they can see that they still owe me the rest of the money and that it is in pending and they don't know why it has not gone through but to wait 3-5 business days and I'll get the funds. I call them almost weekly usually on Fridays and I get the same response each time. They still owe me *****. The last time I was on the phone with them I told them that they could just put the rest on the gift card as well since they can't seem to refund the credit card I use and they said they could do that but I still don't have the funds. I'm tired of calling them all the time and just getting the run around. They owe me *****. I returned all of the items at their return center at Kohls and got a receipt. Amazon is stealing my money and they know it. They always say they don't know why it hasn't gone through and just to wait 3-5 days and I'll have it.. Its never shown up and I've had it with them. The last 4 digits of the order number is ****. Please help. Thank you.
Business Response
Date: 11/18/2023
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 that the refund for the returned item Portable Keypad Door Lock Home Security Travel.

I've issued a $45 gift card to your Amazon account. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:

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

Thank you for your patience and understanding.
Regards,
Pratap
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.
I purchased an item from Amazon, it arrived missing parts, and when I attempted to return it they are requesting outrageous personal information as verifying my drivers license or passport.
Customer Answer
Date: 11/15/2023
Order number 113-0564157-6394649
Business Response
Date: 11/18/2023
Hello Malachi,

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 for your recent order.

Our specialist team needs 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.

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.

Thank you for your patience and understanding. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************

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