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.
21,563 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: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 bought an item that had showed up damaged. I put the item in for a refund that day and took it to a *** drop site the next morning(October 14th). I had waiting a couple weeks and did not get an update, I contacted support for an answer they said they received the item on October 16th and I should see my refund by the 29th. I contacted them back wanting to know why it would take so long and they said it could take up to the 14th. I contacted them today to figure out where the refund was. They told me that there was an error with my account and would need to email them photos of my valid ID and that it could take up to 3 more days. I had asked if they would have contacted me about the issue and they said they would not have and I would have had to contact them first to get this fixed.
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 a refund for 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.

If you have already provided the required details, please allow 3 days for our specialist team to resolve this for you.

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: 11/16/2023

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:
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.
ORDER # ***-7933901-6693806 Item Bought:Born Pretty Halloween *** Nail Polish Neon *** Nail Polish Set Fluorescent *** polish Orange Hot Pink Blue Yellow Green ****** Vibrant Spring Summer *** Polish Soak Off UV LED *** Nail Polish Nail Art ***** $10.81 I placed an order August 22,2023 on amazon.com. Amazon refunded me August 31,2023 but then on October I got a charge back from them I chatted with amazon and they told me it was a retro charge for an item that they didn't receive. Upon checking the tracking number they did receive the item and the agent told me he could see that. He did a refund request and told me it would be on my bank in 3-5 business days. I did receive email about confirmation of issue and my refund.Upon today November 14 I still haven't received no refund and I got the run around by 3 agents until I got to the final agent and he was requesting outrageous private information for me just to receive a refund.
Business Response
Date: 11/16/2023
Hello *****,

I am Vishal 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've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that 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 and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/16/2023

Complaint: 20872204

I am rejecting this response because: They still want me to provide my personal info I don't feel safe providing my ID. when I go to a store to return a item and I get a refund they don't ask me to show my ID. This is evading my privacy as per shipping label they received the item. Im no longer able to see details about the tracking as USP only gives you 120 days to view, but I am currently chatting with them to see if I can get the info. As per the agent that sent me the email for my refund he did see that the tracking showed as delivered to Amazon.

Sincerely,

***************************
Customer Answer
Date: 11/16/2023
USP Info
Customer Answer
Date: 11/16/2023
I want this re opened as I have not gotten my refund yet. I already sent proof of them receiving the package
Initial Complaint
Date:11/14/2023
Type:Billing 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 writing to lodge a formal complaint against Amazon for the unfair closure of my account (under the email address *********************** I have been a loyal customer of **********************, ordering products in the ** and ******, and using legitimate parcel forwarding services for efficient shipping. Most of my orders have been shipped to warehouses in ******** (in ******) and ******* (in *******), in addition to a few orders shipped to ********* (in **********) around July because I was on vacation there at the time.On 7 October 2023, I received an email from **************************** stating my account was restricted to digital purchases, citing previous closure of another account for violating Conditions of Use. This was perplexing as I have never had another Amazon account nor violated any terms. I've used one single account seamlessly for both Amazon *** and Amazon **.I responded seeking clarification and was told about alleged violations of the returns and refunds policy. However, I have never returned any item nor requested refunds on my purchases, a fact that can be verified through Amazons records.Repeated attempts to seek a detailed explanation and rectify any misunderstandings were met with template responses, and no specific details were provided. My account was eventually closed without any substantial evidence of wrongdoing.This abrupt closure has caused significant inconvenience and distress, especially as I rely on Amazon for products unavailable or more expensive in my home country (***********). I believe I have been wrongly accused and am seeking the BBBs assistance in resolving this issue. I request a thorough investigation into this matter, reinstatement of my account, or at least a comprehensive explanation of Amazons decision.Thank you for your attention to this matter, and I am willing to provide additional information to BBB and/or Amazon if requested and necessary.
Business Response
Date: 12/21/2023
Hello,
We have reinstated this customers buyer account.
We sent an email to the customers registered email address on 21st December 2023 confirming account reinstatement.
Sincerely,
********
Amazon.com
Customer Answer
Date: 12/21/2023

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:
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.
To whom it may concern:On or around the last week in August 2023, I purchased an exterior door from Amazon. On or around the last week of August 2023 the door was delivered damaged. I then contacted Amazon and informed them of the issue and asked for a replacement door. The amazon customer service rep advised me that I needed to purchase another door (which I did), return the damaged door and that a refund would be issued when Amazon received the damaged door back at their facility. The door was picked up by Amazons third party delivery company (Pilot) on 9/7/23 and delivered back to amazon on 9/27/23. Since that time I have contacted Amazon over a dozen times getting transferred from one department to another (customer service to Heavy and Bulky?) and getting one excuse after another and was purposely lied to and hung up on multiple times. Agents telling me that they see that the door was received at the Amazon facility but has not been processed, while other agents lied and said that they never received the door. I offered to provide them with a tracking number contained in this email as well as photos of the damaged door actually on the Pilot truck being returned and the bill of lading actually proving that they did in fact receive the door, but they were not interested and shut me down! I am disgusted with their customer service department and consider their employees some of the worst that I have ever dealt with, I have never been treated this poorly in my life and would never treat my worst enemy let alone my customers the way that I was treated. I am also requesting an apology from upper management if not ******************* himself as he should know how his customer service department treats people and hold each and every one of them accountable. This is a large amount of money (my money) that the have held hostage for too long and I demand that they refund it immediately.Thank you,***************************
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.

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 complaint and correspondence related to order in question. We're unable to issue a refund against this order as more than 60 days have passed since the return date.

I understand that you'd like to speak to someone from upper management. We do not give out contact information for individuals at our company, out of respect for their privacy.

However, you may send mail to our corporate address, and we will route it to the appropriate person. Please put the name or title of the person you are trying to reach on the first line, and then use this address:

Amazon.com

P.O. Box 81226

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

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: 11/20/2023

Complaint: 20872138

I am rejecting this response because: Amazon continues to deny my request for a refund despite showing evidence by the shipping company that the item was returned. Following my complaint to BBB, Amazon reached out to say that now the claim for refund is denied because its beyond the 60 day policy, however, my request for refund began the day I returned the door on September 7, 2023. I have continue to contact Amazon ever since this date and have been repeatedly told to wait ** the refund could take up to 60 days.

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.
On November 11 2023 I placed an order for **************** Saving (order# ***-7037959-8647456). It states that it was delivered November 13 2023 but I never received the package nor was I able to track if an Amazon driver delivered the package through my security systems. I waited 24 hrs to contact Amazon and all they tell me is a specialist will contact me within 24 hours which they never do. I want my refund asap back to original payment method
Business Response
Date: 11/17/2023
Hello Julynny,

I'm Harasankar 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've reviewed your complaint and checked the order in question. Upon checking I see that we've requested you to provide an incident report on this issue.

We've sent you an email in this regard on November 15, 2023. I'm reiterating the email for your convenience.

"Hello,

We apologize that you haven't received your items from your recent order. We're happy to help you further.

Please reply to this email with your responses to the following questions in English or French 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 completed before 12-January-2024 to be considered for review. Send one set of responses for each package that you didnt receive. 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. Package tracking number:_______________

4. Name of the items you didnt receive:_______________.

5. Is it your first Amazon package at this address that you didn't receive?_______________

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

Thank you for your cooperation."

We look forward to seeing you again soon.

Regards,

Harasankar.M
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 ordered a pair of Hestra heated mittens. My order was for a size 8 which was already on the bigger size. I received a size 9. When I called Amazon to start a return so I can receive the correct size the call lasted an hour of them telling me it would either cost me money to return the item or cost me money and time to drive to a location that due to construction and distance would take an hour to drive which again would cost me gas money, and my time. This is after speaking with the initial customer service representative and then a supervisor. Then the supervisor suggested I join a public library so I can go there to print out a return label since she claimed it was free. I confirmed it is not free so again that would have been a waste of time and money for me. The supervisor claimed there was nothing they can do because its a third party reseller or something through them, but if this is the case you guys need to do better with what you sell on your website. I work over 50 hours a week and for me to go out of my way to return an item is difficult for me to do. If this was my fault Id understand, but I was sent the incorrect item.
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 an incorrect item and about the problem in returning the order. It is certainly not what we expect our customers to go through.

I see that a prepaid return label was created for return, with **** on Tuesday, November 14, 2023.

Unfortunately, we do not have a PickUp option available at the moment.

I request you to kindly return the item and as soon as return is processed, we will issue a full refund against the order.

Since this item was sold by a seller, we are unable to issue a refund without requiring a return or send out a replacement order.

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

Complaint: 20872090

I am rejecting this response because:
this Was the route that offered to me which requires me to pay for a shipping label. If youre selling it on your website you should be responsible for the return costs just because its a third party seller doesnt mean youre not responsible if its being sold through your website. Im already paying the gas and time it takes me to leave work early to get to a *** nearest me to drop off the item, Im not paying for a label on top of that.
Youre basically charging me for you not placing the correct order to your third party vendor or your vendor sending the incorrect product size and then inconveniencing me with a charge for a label, lost work pay since I have to leave early, gas money, and unnecessary wear and tear on my vehicle.

Sincerely,

***********************
Initial Complaint
Date:11/14/2023
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.
Amazon account was hacked. My contact information ( number and address) was changed so I can't do the two step verification. I was told to just recreate another account and call back to have everything switched over. when I called back they said just dispute the charges with my bank, there's nothing they can do. This account still was getting billed and had approximately 14 credits At *****. I would like to be reimburse
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 your Amazon account. I understand how upsetting it can be.

I request you to please confirm the email address associated with Amazon account that was compromised.

After reviewing, I could not find any charge on the Amazon account associated with email address you wrote with.

Please write back to us with a Charge ID, which will help us find the charge you're referring to.

Charge ID can be found on your bank or credit card statement and shows details for which company processed a payment. It is usually a 9 digit Alphanumeric code enclosed with asterisks.

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:11/14/2023
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.
Order 112-7004370-7463432 arrived late. As a result I had to drive 45 minutes to make an extra trip to ******* to purchase extra diapers. I complained and representative ******* promised me a refund after the order arrived. He said to just write in after I receive it to get my refund, and I can keep the product for the inconvenience. I wrote in today after receiving the product and representative ****** refused to refund, refused to get me a supervisor, and it looks like reported my account for suspicious activity. I got an email after it got heated between me and him, after he stopped answering me, stating you need my drivers license or I cant get the refund because my account was flagged. Thats absolute garbage and you are not getting my drivers license. You will be issuing the refund I was promised in writing, or Ill file a complaint with the ************** consumer protection division. I just want the refund on my Amazon GC balance, and its absurd it had to go to this length.
Business Response
Date: 11/23/2023
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've reviewed your complaint and checked with the concerned department in this matter. I'm sorry to hear about the trouble you had in this matter.

I've shared your feedback with the concerned department. Unfortunately we will not be able to issue a refund for the order without return.

If you want to return the item we can issue return label for you.

You can find more information about returns, including return shipping costs and methods, on our help pages here:

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

Your patience and understanding is appreciated. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 11/28/2023

Complaint: 20872056

I am rejecting this response because:
I have your agreement in writing already, which is legally binding. If you refuse to even issue a courtesy credit, I will continue my complaint with the State Attorney General which I have already initiated. I will also pursue legal action for the $25 as I do have it in writing already from you, and you are knowingly refusing to honor your prior written agreement.

Sincerely,

***********************
Customer Answer
Date: 12/01/2023
This has been escalated to the *********** Attorney General **************************** as I promised it would be.
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.
The account was hacked/compromised and they refuse to assist - claiming they will investigate, but never following up. I have made 13 phone calls and they claim they cannot provide ticket numbers ie proof of call. The complaint **** at ************** told me i need to create a new Amazon prime account Id lose my history and points PLUS Ive already paid for a prime membership- Id be out that money.
Business Response
Date: 11/16/2023
Hello *******,

I am Vishal 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've reviewed your email regarding your Amazon account.

Upon reviewing since it is an account related concern I request you to contact our customer support team through call so that they can review this further for you.

Please be informed that all the account related issues are resolved while you're online with us to provide you with the best and satisfactory resolution to solve the issue.

Here you can directly request a call back by following on this link

?********************************************

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:11/14/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a Victron solar Mppt charger and they confirmed they received the charger and now they are saying they need my ID or my card will be charged and unable to return it.
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 return on Order ID: *******************

Our specialist team needs to verify your identity before we can consider your request regarding the return and charge. 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 the mentioned order.

Thank you for your cooperation.

Regards,

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

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