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

59,609 total complaints in the last 3 years.
21,564 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:Sales and Advertising 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 returned this item because, when recieved there was no product within the product box. Although I had returned it to Amazon with this context explained I was notified for abnormal activity even though there really was nothing in the box. It has been like this since September.
Business Response
Date: 11/27/2023
Hello ********,

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

I'm sorry for the issue you had with the order.

I've checked with the concerned department and have been informed that the order cannot be refunded as the return time already expired on October 21, 2023.

We look forward to see you soon.

Regards,
Praveen M
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 have returned this item to Amazon in September because they had shipped me a wrong product inside the advertised description of the product on their website and on the product box. It was the wrong model and I have been waiting for nearly 2 months. Amazon is requiring me to submit my identification in order to get my refund since then.
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 ending in ****. It is certainly not what we expect our customers to go through.

Upon reviewing, I can confirm that a refund of $1,786.85 was issued to original payment method on Wednesday, November 15, 2023.

Please allow your bank 3 to 5 business days to process the refund.

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.

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
***********************************
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 November 11, 2023 I bought a Garmin Epix Pro Gen 2 smart watch from Amazon that I want to return. After I filed a return on November 13, the only option was for *** to pick it up from my house the next day. My wife was home on November 14 but she did not hear anyone come by. There was no note or label left by the ***. I called Amazon and asked if there is another way I can return it. I was told it's the only option and that *** leaves a label if no one is home. When I asked why I didn't see a label, they didn't answer. They said they could issue another pick-up and they did. Right after this call, I received an email that there was fraudulent activity on my account and now I have to upload a government issued ID to Amazon in order to get my refund. If I do not do so, they said I will no longer be eligible for a refund and will not be able to investigate this order issue further.I would like your help so I can return the watch on the same conditions as I bought them. Amazon has all of my information, including a credit card with them. There is no reason why they need me to upload my government ID. I would also like to be able to drop off the return to a *** location using a label that they will provide me with, if it's the only option. I find it very frustrating having to rely on driver pick up when I'm not provided with a time frame or a courtesy call. Also, according to the procedures explained by Amazon, the driver failed to leave a label for the package.
Business Response
Date: 11/16/2023
Hello,

I'm Prashanth 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 you've experienced with regards to order 111-5087992-0929009.
After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

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":
************************************************************************************

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:11/15/2023
Type:Service or Repair 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 am trying to return this order and have *** pick it up at my house. I have had the item on my back porch for 2 days and *** has not come by. I cannot take it anywhere as we have a lot of snow and my car won't drive in deep snow. ORDER PLACED November 4, 2023 Additionally Amazon wants to take **** from my payment to return the boots but they are defective and don't fit on my feet at all. I want a refund and if they want the boots back they need to send ***.
Customer Answer
Date: 11/15/2023
Amazon refunded my money this morning so you can cancel this case. thank you
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 returned an item of $539.42 on October 16th 2023 to Amazon.com, well within the appropriate date range to do so. I then waited the 30 days which their policy allots for them to issue the refund, even though they received the item only 2 days later on October 18th. I contacted them today, November 14th 2023, to inquire about my refund. The person I chatted with gave me the briefest information that I would be contacted for further information before abruptly ending the chat - which also immediately deleted the chat conversation so that I could not even reference it. While attempting again to chat with someone I received the e-mail requiring my private information (ID) to receive my refund. I asked the chat representative what "abnormal activity" was on my account that would require such a thing, and how providing this information would verify anything whatsoever since they never had it in the first place. They refused to answer my questions. Nor did they ever attempt to contact me during those 30 days about any "abnormal activity." Which raises concerns that I wouldn't be contacted if there actually was any abnormal activity on my account.I then, regrettably, sent them my ID because, frankly, I need the money. I do not believe a refund is allowed to be held hostage for private information. I feel violated.Of course, I want my refund as soon as possible. But I am also requesting that this business practice be investigated as it seems rather fraudulent to do this. And to inquire as to what exactly they are even doing with this "verification" information. **NOTE: To clarify any potential confusion, my account name with ******************** is *********, which is the name I go by for my business, Dekim Yay Yoga LLC. I was not sure if I should file this with the BBB as a business to business complaint or not because my account with ********************** is not a business account, but a personal one. However the payment was made by and refund owed to my business account.**
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 ending in ****. It is certainly not what we expect our customers to go through.

I have reviewed the order and I see that you provided the requested details and verification is complete.

A full refund should be issued shortly against the order and an email will be sent to notify about the refund.

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 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: 11/19/2023

Complaint: 20872543

I am rejecting this response because:
1) I still have not received a refund!
2) You have not explained what "abnormal activity" was on my account. You ignored this inquiry entirely
3) You have not explained what exactly you are doing with my private information; how this verifies anything. Your response to this vaguely pointed me to your privacy policy which does not answer the question.

Sincerely,

*******************************
Business Response
Date: 12/20/2023
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 for any inconvenience caused.

I've researched and see the refund of $539.42 was already issued to your MasterCard on November 30. I also see that you have requested a chargeback with your bank on December 2. You need to contact your bank if you'd like to know any additional information about the refund or chargeback status.

Thanks for your understanding.
Customer Answer
Date: 12/20/2023

Complaint: 20872543

I am rejecting this response because:
Your response does not address several of my concerns and was disingenuous at best - lying at worst. Yes, I FINALLY received my refund after nearly 2 months of you having the product in your possession. But it was not until AFTER I worked with my bank to file a chargeback, after contacting you several times, after providing unnecessary personal information and after going back and forth with this complaint. Your response makes it sound like you issued the refund before my bank got involved, but this is entirely untrue. I filed the chargeback on November 29th, and it was not until the bank got involved that you issued the refund 6 days later. Perhaps a part of this delay was due to the bank's time to process, as my statements have retroactively been changed to reflect that the refund was processed on on November 30th rather than December 4th which is when I actually first saw anything about it. Even in this case, it is obvious that you did not refund me until after the bank got involved.
I didn't ask for just a refund. I also asked for an explanation and investigation into potential fraud, and you have ignored these requests. I am very concerned about what exactly you've done with my personal information, and if there was some kind of fraud or negligence behind the scenes that I should be worried about. You told me there was abnormal activity on my account and continuously ignore this inquiry to offer no details or explanation. Either there never was any abnormal activity and this was a fraudulent excuse to steal my personal information, or there was abnormal activity, in which case I deserve to know what exactly that was to protect my information and finances. You've offered no explanation whatsoever as to why it took nearly another month to issue my refund AFTER the 30 day grace ****** for which your policies allow.
You've done nothing to satisfy my concerns. You were strong-armed by my financial institution to finally process the long overdue refund. Had I not involved them, based on your actions, I doubt I would have ever received it at all - and I want to know why all of this occurred and what you're doing with my private information.

Sincerely,

*******************************
Initial Complaint
Date:11/14/2023
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.
I received a product that I bought on Amazon. It was a perfume. The pump does not work. They refuse to exchange or help in anyway until I send them my ID which is insane. I have gone through the refund process with them and never was I asked for my personal private information that can be used for identity theft.
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 the perfume you ordered was received in that condition. 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.

However, I would like to inform that, 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.

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
***********************************
Initial Complaint
Date:11/14/2023
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 purchased a book from Amazon November 5, 2023. it was supposed to arrive on the 6th. Then they changed delivery to the 7th, and they even decided to deliver to a different place. I have no idea to where they delivered, but they sent it to a place that has a mailroom. I do not have a mailroom. I have never had a mailroom and the address numbers only house are huge, so I do not know how the driver managed to deliver to the wrong place.
Customer Answer
Date: 11/15/2023
In the photo that the Amazon delivery driver sent to me when falsely claiming that they delivered to my address, one can clearly see that there is a black table on which the parcel was placed. I do not own a black table. I do not have a mailroom. I have been living in the same house since 2012 and have never had a mailroom, ever. You can certainly look up my address, **************************************************************** ***** and see that there is no mailroom, when you see it on ****** earth images.
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 did not receive your order ending in ****. It is certainly not what we expect our customers to go through.

To resolve this for you, we can issue a refund against the order. Please reply to this email to confirm if you'd like the refund to be issued to original payment method or to your gift card balance.

We will also be sure to review this delivery and ensure this does not happen with your future orders.

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: 11/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me once Amazon apologizes to me for having their delivery send the book to a random place AND report the driver AND issue me a FULL REFUND TO MY CREDIT CARD. How many times have I asked them to do all of this? over twenty times. I am tired of how unprofessional Amazon it.

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.
Amazon closed my buyer account and told me i cant make purchases and i would only be allowed to use video services because i told them i didnt receive a stolen package. I didnt even follow through with it but they shut down my account so i cant order anything the acc email is ***********************
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 your account.

We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.

As we informed you earlier, we have restricted your account to ********************** purchases only. We will automatically cancel all non-digital orders placed on Amazon.com and if you have been charged, a refund will be processed.

Unfortunately we are unable to take any further actions here in this case.

Thank you for your patience and understanding.

Regards,

*****************************.
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.
I moved 3 weeks ago. Because I purchased a new home I have been purchasing a lot of new things on Amazon. For the last 3 weeks my items have arrived late or damaged. I have tried to speak to customer service Representatives on multiple occasions and have been hung up on and ignored. I have had to return a number of items because it either arrived too late and I had to purchase elsewhere or because the items arrived damaged or they did not arrive at all. I recently returned a purchase that was over $300. I still have not received a refund and the status says that there has been a delay in shipping and I'm not allowed to have my refund until it reaches its destination. After being ignored and dealing with extremely poor customer service I finally spoke to somebody who now says I have to provide my ID before they will give me my money back. I asked if we could resolve the issue with a gift card so I didn't have to wait over a month for my money to be returned to me. I am being told that I have to verify my identification for suspicious activity on my account. They are refusing to explain to me what the suspicious activity is and why I need to provide my personal information. As I told them the only suspicious activity that they would see is my multiple returns over the last 3 weeks because I've had nothing but shipping issues. There are several interactions that were documented over the last 3 weeks with me complaining about these issues with no resolution. I want my money back and I don't feel like I should have to provide my identification to do so considering I paid for the item and now have returned the item. This is getting ridiculous at this point. Every time I ask the customer service Representatives for the corporate phone number for me to get this resolved I am repeatedly asked if they could assist me with anything else as if they are ignoring my question.
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 the delivery of your recent orders and in returning one of the items from your order ending in ****. 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 have taken your feedback regarding the Identity document submission and we apologize for any inconvenience this situation has caused you.

I also assure you that we will review previous conversations and if your query wasn't handled efficiently, our colleagues will be coached accordingly.

We do not have a direct Corporate contact number, however, you may send mail to our corporate address:

Amazon.com

P.O. Box 81226

*******, ** 98108-1226

Thank you so much for 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: 11/16/2023

Complaint: 20872291

I am rejecting this response because: I still was not refunded my money for the item that I returned. I want my money back or the item back. You cannot take my return and not pay me.

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 purchased an item from Amazon Services, LLC. The item was never delivered per the seller's own system. When a refund was requested the seller refused a refund as they stated it exceeded their refund window.
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 that you never received one of shipments from order ending in #****. I understand how upsetting it can be.

To resolve this for you, We can issue a gift card refund of $48.42 to your account, which can be used against your next order with us.

The gift card refund will be issued as soon as we receive confirmation from you.

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: 11/22/2023

Complaint: 20872282

Before accepting your offer I would appreciate understanding what went wrong and what Amazon is doing to ensure it will not happen again. Please address:

1.) Was the customer service representative and their supervisor from "leadership" correct in their interpretation of Amazon's policy?

2.) Does your system notify the buyer if an item is running late and approaching any return window expiration? If so, does the notification make it clear that a refund is possible but may be declined if the customer continues to wait for the delivery?

3.) The customer service representative and the escalated customer service representative who stated she was from "leadership" were aggressive in their blanket denials and did not respond to repeated clarifications on my part. Please explain to me if this behavior was appropriate, particularly from someone from "leadership"?

Sincerely,
***********************
Business Response
Date: 11/28/2023
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.

I understand this has been a frustrating experience for you. For any order, a refund or replacement cannot be issued after 30 days have passed since delivery date.

While we notify our customers about delay in dispatching or delivering the order before promised date, our system no longer sends notification emails once delivery date has passed.

I request you to please contact us within 30 days of delivery date, to report any discrepancy with the delivery.

Please rest assured that the conversation with the colleague from leadership team will be reviewed, to ensure appropriate actions are taken.

Once again, we apologise for the inconvenience this has caused you.

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

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