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

58,844 total complaints in the last 3 years.
21,963 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:11/14/2023
Type:Customer Service 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 bought an Amazon Kindle kids in November 2022 which was unusable out of the box. I contacted Amazon support numerous times and that kept hanging up and not resolving the issue. The item comes included with a 2 years WORRY-FREE warranty, good until December 2024.I set the device aside and gave up, after a Amazon did nothing. I picked it up again one week ago, still having the same issue. Have spent the last 36 hours, totalling 4.5 hours, on the phone with support and customer service and always get hung up on. Supervisors, techs, headquarters all hang up. I asked for the email address to corporate and was told it doesn't exist, I need to send a letter to a PO box, this for an online retailer!
Business Response
Date: 11/22/2023
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 Amazon Kids kindle tablet. I understand how frustrating it can be.

I have been closely following up on this and I see that our specialist team was able to send you a brand new device to resolve this for you.

I'm glad to know that the replacement package was delivered on Monday, 20 November, 2023 after a slight delay due to problem in assigning a carrier.

--Quoting the email sent by our Specialist team:

I've checked the tracking, and am glad to see that your new device was delivered yesterday.

For your quick reference, here is the link again to print the pre-paid return shipping label for your original Kindle:

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

As we discussed, you need only to send back the device itself. You can keep any accessories, such as power adapters or cases."---

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: 11/28/2023

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. Thanks to the direct and dedicated help of **** from their Corporate offices. However, customer service on the phone/chat continues to rapidly decline I'm quality and needs to be addressed by the business asap.

Sincerely,

***** March
Initial Complaint
Date:11/14/2023
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 placed an order on September 9, 2023 for a paper trimmer for $29.57. Received an automated email from Amazon that I was going to be charged if I didn't return item in time. Contacted Amazon customer service and they ASSURED me that it was auto generated and not to worry that I wouldn't be charged. Received another email today; 11/14 stating that I'm being charged for said item. Contact **************** again and I'm told that there is "suspicious activity" on my account and they need my private information to issue me my money back. They illegally re-charged my account without my permission. I then said I wanted to cancel all my accounts and they said they cannot give me a refund for that either. I was only 4 months into a membership and they wouldn't prorate the cost at all, which is an additional $92.66.
Business Response
Date: 11/16/2023
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 one of your orders with us. It is certainly not what we expect our customers to go through.

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

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

The prime subscription on the account can be cancelled but is not eligible for a refund, as prime benefits were utilized. You could instead choose to cancel the auto-renewal.

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: 11/23/2023
This has not been resolved. I keep getting the same answer that they want my personal information.
Initial Complaint
Date:11/14/2023
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 refusing to refund me unless i provide them an state issued ID and have said they might ask for more documents before i get a refund
Business Response
Date: 11/16/2023
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 #***-9479725-8726630. 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.

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: 11/16/2023

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:11/14/2023
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 making me upload a copy of my driver license in order for them to refund me for the valerian root that I purchased since there is a warning on the bottle that causes cancer. I should not have to upload my personal information to get the refund as the credit will just go back to the credit card they already have on file so there is no need for them to have me upload very private identifying information. That makes no sense. I do not want to take a chance in getting identity theft, they do not need this info, as I said, it will go to the credit card they have on file.
Business Response
Date: 11/16/2023
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 one of the items in your order #***-4162568-8413815. It is certainly not what we expect our customers to go through.

I have initiated a refund of $16.16 to original payment method. Please allow your bank 3 to 5 business days to process the refund.

I assure you that we will review previous conversations and if any incorrect information was provided to you, our colleagues will be coached accordingly.

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: 11/16/2023

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.
Please tell Amazon to stop requesting a copy of your photo ID to be uploaded into a 3rd party website in order to be considered for future returns for future issues as this is a big personal identity risk and there is no need for Amazon to request a photo ID, as ********************** already has a copy of the credit card on file which already proves the identity of the customer. I do not want to worry about uploading a photo ID to a 3rd party website if I ever have future returns. NO ONLINE RETAILER REQUIRES THIS.

Sincerely,

*********************
Initial Complaint
Date:11/14/2023
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 purchased an airpod *** and the earphones are not the right size. Then I returned it on October 18th. Amazon is not refunding me and that they are requesting outrageous private information from you just to get your refund.
Business Response
Date: 11/16/2023
Hello Haifu,

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 one of the items in your order #***-4922256-7553044. It is certainly not what we expect our customers to go through.

I have initiated a refund of $529.19 to original payment method. Please allow your bank 3 to 5 business days to process the refund.

We have taken your feedback regarding the Identity document submission and we apologize for any inconvenience this situation has caused you.

We appreciate your patience and understanding.

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

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

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,

Haifu Ma
Initial Complaint
Date:11/14/2023
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.
Continuous seed packages being received Amazon has been called numerous times but packages keep showing up My parents who are senior citizens are dealing with this for 11 months now and it is causing much stress to them Please help get these packages stopped
Business Response
Date: 11/16/2023
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 unwanted packages.

Request you to provide us with the below details to investigate and help you :

1. Order ID's
2. Number of packages and the duration for which these unwanted packages were received (Specific timelines)
3. The name and address on the address label.
4. The telephone number on the address label.
5. Photo of at least one shipping label (optional)

You can reply on this email with requested information.

Thank you for your cooperation.
Regards,
******************************
Initial Complaint
Date:11/14/2023
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 had issued a product return of order number 112-7837688-4378613 *** picked up the package but gave the wrong return label which was associated with some other package which I dont know. When I spoke to Amazon associates they told the package with them and they have issues the refund but when I checked with other associate, he confirmed that was the false information.So, Amazon started lying to the customers. I am not sure if I am more concerned about getting the refund for the package or should I trust Amazon. I have wasted hours dealing with this.
Business Response
Date: 11/16/2023
Hello Rudra,

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 return confirmation on order#***-7837688-4378613.

We received the package and refund of $173.23 is processed to your original payment method on Tuesday, November 14, 2023.

Request you to wait 3-5 business days for this refund to reflect on your account.

We will take a ***** feedback and coach our agents to mitigate such instances in future.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 11/16/2023

Complaint: 20871464

I am rejecting this response because:I was a lied by the executive. So how Amazon is planning to compensate the 2 hours I wasted because of this?

Sincerely,
***********************
Initial Complaint
Date:11/14/2023
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.
Hello, ive bought a product on amazon, are rampa for the curve, and it came broken so i ask for a refund, they started asking me for my government id so i can start the return/refund process, just violating the hassle free guarantee.Also i dont feel comfortable giving my id for ******************** records
Business Response
Date: 11/16/2023
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 ID: *******************.

As I check your ID is verified and return is created, request you to return the item for a full refund.

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.

Thank you for your patience and understanding.

Regards,

*****************************.
Customer Answer
Date: 11/16/2023

Complaint: 20871365

I am rejecting this response because:

they did not fix anything, instead are asking for more information
Sincerely,

***********************
Initial Complaint
Date:11/14/2023
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 a camera that was supposed to be new. I ordered a camera against my wifes wishes on amazon because it was cheaper and the listing said free returns. Upon receiving the camera I could immediately tell that the tape on the box had been cut and that the camera had been repackaged. I reached out to customer service for a solution as we wanted to get what we paid for. new, unopened and unused product. I really got no where with support and was only only greeted with "we suspect suspicious activity please submit a copy of your id" Upon further thinking i feel like that is inappropriate and uncalled for. I have been a loyal and frequent customer of ******************** since 2016 and have never dealt with an issue with this. The listing states free returns and although i initially did not want to return the product and only wanted to exchange it for a new unopened one this customer service will instead be having me look to a full refund. Similar listings for the same item also sold by amazon show a return eligible until 01/31/2024. I would have bought local for a couple hundred dollars more where i could have inspected the product before taking home had amazons website stated no return.
Business Response
Date: 11/16/2023
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 that you received the Camera you ordered in that condition. 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.

Please note that our specialist team may not be able to assist you with refund without your help in providing details.

We have taken your feedback regarding the Identity document submission and we apologize for any inconvenience this situation has caused you.

Thank you so much 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: 11/27/2023
I have done everything asked of me by amazon to initiate the return but each time they say the id submission is not clear and refuse to give me an alternative solution to give them a copy of my id. I am getting the run around and it is obvious.
Business Response
Date: 12/01/2023
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!

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.

If you have re-submitted the requested details, kindly allow our Specialist team 3 business days to review and respond to your request.

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: 12/05/2023

Complaint: 20871354

I am rejecting this response because:
Good Afternoon Najam,

Thank you for your response but unfortunately it just echos the run around I have been receiving from customer support online and over the phone. I have submitted my DL/ID on the following dates, 11/15/2023, 11/18/2023,11/21/2023, 11/25/2023,11/28/2023 and 12/02/2023. On 11/22/2023 I reached out to follow up and ask to speak to a supervisor and was told that it was escalated and that I would hear back from amazon in **** hours to have the issues resolved.I never heard back from anyone. I again reached out to amazon on 12/04/2023 and was told I would hear back from amazon no later than 24 hours to which I never heard back. I have also offered each time to email my photo id, fax my photo id,as well as, conduct a video call with an amazon employee while holding my photo id next to my face. Clearly amazons submission system does not work and something tells me that is strategy from amazon to rip people off. I have attempted too many times to return this product and plan to dispute the charge with my bank since no one at amazon has the authority to find a solution. As of this writing I was just again asked to submit my ID for a seventh time. From saved chat logs,screenshots of my ID submissions and recorded phone calls I have given my all in attempting to resolve this issue with amazon and will move forward with resolving this issue with my credit card provider as I did not receive what was ordered.

Sincerely,

***********************
Business Response
Date: 01/20/2024
Hello ***********************,

I'm ***** from Amazon.com. I'm following up with you on behalf of my colleague ***** who is currently out of the office.

I'd like to confirm we issued full refund of $5241.93 on your order of Canon EOS R5 on January 18, ****. This refund credit should take 3-5 business days of time to be processed to your original source of payment.

We thank you for your continuous patience and understanding.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:11/14/2023
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 placed an order on October 29, 2023 (#***-3791549-4477869), which was delivered in 7 separate shipments, with the final shipment arriving November 7, 2023. Multiple items were missing from the final delivery and I reached out to Amazon through their chat function on November 9, 2023. They emailed me an incident report to completed and return to them via email. I completed this report on November 9, 2023 with all required information and return it. The next day I received a response saying it was incorrect. I responded asking for more information about what was incorrect and received no additional information. I have tried emailing and chatting and calling representatives, none of which seem to be able to fix any of the emails. I have 27 emails regarding this matter, all just stating that it will be resolved when a correct incident report is submitted. They most recent phone conversation I had with a supervisor is now requiring me to change the date of the incident report (which risks putting me outside of the refund window). They have taken money and not provided the goods in return. No one seems to be able to do anything, so here we are.
Business Response
Date: 12/06/2023
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 we apologize that you haven't received your item from order #***-3791549-4477869, Silk Body Pillowcase Mulberry Silk Pillowcase Body Pillow Cases with Zipper Soft Breathable Smooth Cooling 20x54 inches Body Pillow Pillowcase for Sleep (Black,20"X 54",1Pcs), Vaverto ************* Memory Foam Pillow: Ventilated, Orthopedic, Contoured *********************** with Viscose Made from Bamboo Cover - Ideal for Side and Back Sleepers, Dorm Room Essential. We're happy to assist you further.

However, the Incident Report you provided is incorrect . Please correct question 2 and resubmit the report.

Please reply to this email with your responses to the following questions in English or Spanish from the email address associated with the Amazon account that you used to place this order.

Youre able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be submitted on or before 02-January-2024 to be considered for review. Send one set of responses for each package that was missing an item. If youre missing more than one item from the same package, you only have to send one set of responses. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Delivery date. (MM/DD/YYYY):_______________

4. Package tracking number:_______________

5. Name of the item you didnt receive:_______________.

6. Is it your first Amazon package where a part/item has been missing?_______________

7. If no, how many times it has happened?_______________

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 12/17/2023
Still waiting on refund from Amazon. They continue to say the information is incorrect like in all the submitted information and their response.

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