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.
21,562 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: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.
Ordered a ramp on November 9th, as delivered but it was incomplete. Seller isnt helping with a replacement. My order 112-1165896-8153003 has not been acknowledged nor has any representative been helpful in my resolution. I simply want a replacement for my order sent out so that I can use it next week when I go on my trip. I cant use this because was not complete. Part of my ramp was missing and the other section was there. Cant use it due to that. Seller didnt help either and I paid a lot for my order. Im not happy with the service. I paid $353.09 for the ramp and it wasnt all there. This is horrible customer service and been told multiple times that Id receive my replacement and no help was provided for that replacement. This is bad way to treat a customer. I want a replacement and if not a replacement I want my refund. Thank you
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 order #***-1165896-8153003. I understand how frustrating it can be since it was meant for your upcoming trip.

I have reviewed the order and I see that this was sold by a seller and only fulfilled by Amazon.

Since, we do not own the item or store inventory of this item, we're unable to send out a replacement order.

You can certainly return the item for a full refund. We can arrange a Pickup by *** or you can choose to drop of the item off at nearest *** store.

Once again, we apologise for inconvenience and frustration 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 *********************************************** 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.
On Oct 9, 2023, I placed ORDER# ***-8526908-5338621 a Uniden R4 Radar Detector for a total of $316.94. On Oct 15, the item arrived. I installed this item on my car using the supplied power cord and instructions. I noticed that the sound it produces is not properly functioning. The tone of the sound cracks and is harsh despite giving it ample time to self-adjust and function correctly. On Nov 8, 2023, I opened a return request and shipped the item back on November 9, 2023.On Nov 13, 2023, the item arrived at their center and is in their possession. The Tracking Number is 1ZR9Y1900321056206.On Nov 14, 2023, I received an email from Amazon saying that are requiring me to submit a government-issued identity document in order to process the return. They said they will share the ** with Third-Parties and keep it in their system. They also stated that if I dont submit a photo of my **, they will not process the return and will not refund my money (they will keep the item and my $316.94 that I paid for it). I attempted to solve this issue by calling Amazon **************** and they did not resolve it. They said they need a government ** in order to even look at this return request. They claimed that my account has an abnormal return activity which is completely false. Since I opened my Amazon account till this day ***********, I have bought 31 individual items. Out of the 31, only 6 items were returned. So only 19% return rate overall. This is outrageous and not acceptable. I will not submit a critical personal document such as a government photo ** to ********************** and their Third-Party affiliates in order to have them process the return and refund my money. This is a severe privacy violation and I refuse to hand such an important document to individuals on the internet. I am submitting this complaint to the BBB to reach a resolution. I will also not hesitate to take legal action to recover my money and cover the time lost and court fees in doing so.
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 refund for order #***-8526908-5338621. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Wednesday, November 8, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

As soon as return is verified and processed, a full refund will be issued against the order.

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

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

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

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

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

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

Complaint: 20871801

I am rejecting this response because:
The business said: Upon reviewing,I see that the return authorisation was created on Wednesday,November 8, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.
The item has been received and processed by amazon according to their own website and I have attached the documents to prove it.

The response the business gave is generalized, and does not address the issue at hand. The issue is that I made a return and now they are holding my money and the item hostage unless I forcibly submit a sensitive personal document a government issued photo ID which is not acceptable.
Also, the idea that it takes 30 days for a return is not applicable here as they already said that they wont even look at the return or process it no matter what unless I submit an ID which I wont since it is a privacy infringement.
They have my payment information, address, and all the information they need to process the return just like the previous transactions. Furthermore, the link they provided about the return policy does not in any way demand a government-issued photo ID to process a return.

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.
Dear Better Business Bureau, I am writing to express our deep concerns and seek your assistance in the matter of the unjust suspension of ASIN B09YYWD94D on the Amazon platform. The product associated with this ASIN is the Flamebuster, a Lightweight And Portable Automatic Fire Ball Extinguisher, designed to activate at 320 degrees Fahrenheit, suitable for home and transportation vehicles. Upon conducting a thorough review of our records, we can affirm that there have been no customer complaints or safety policy violations associated with ASIN B09YYWD94D. The listing and product description for the Flamebuster Automatic Fire Ball Extinguisher have consistently been clear, accurate, and in full compliance with Amazon's safety policies. Despite our best efforts to address the alleged safety concern, the suspension remains unresolved. We have actively engaged with Amazon by providing all necessary information and documentation to reinstate the listing. Our efforts have included submitting a comprehensive plan of action and test reports. Attached to this complaint, you will find the following documents supporting the safety and reliability of the Flamebuster Automatic Fire Ball Extinguisher: Test Report: A comprehensive report conducted by ******** GUOREN ******************************************* an accredited laboratory. This report covers a wide range of parameters, including heat resistance, durability, and effectiveness in extinguishing fires. The results clearly indicate that our product not only meets but exceeds the required safety standards set by regulatory authorities. Letter of Conformity: We have obtained a letter of conformity explicitly stating that our Flamebuster Automatic Fire Ball Extinguisher complies with all relevant safety regulations and standards. Laboratory Accreditation Certificate: Our laboratory accreditation certificate, issued by the ***** ****************************** for Conformity Assessment, verifies the credibility and reliability of the assessments conducted by ******** GUOREN ************************************* **** In light of the above events and the limited amount of helpful or accurate information received from Amazon, we kindly request your assistance in reinstating ASIN B09YYWD94D for our product. We remain committed to resolving this matter amicably and look forward to a positive resolution that ensures the reinstatement of our listing. We appreciate your prompt attention to this matter and trust that the Better Business Bureau will help facilitate a fair resolution.
Business Response
Date: 11/18/2023
Hello,
The product that is appealed for, has been removed due to safety concerns.
We will not be accepting appeals or reinstating these products.
Seller would be responsible for the products they list on Amazon, and for complying with our policies and all applicable laws. Any inventory related to this notice will be managed by Amazon and disposed of consistent with the terms of your Business Services Agreement. Any further listing of these products on amazon.com may result in the removal or suspension of the seller's selling privileges.
What actions does the seller need to take?
Pending customer orders will be cancelled. They should not ship any pending orders for this product. If they have inventory in our fulfillment centers of these products, Amazon will manage the removal and destruction, standard removal fees apply. For details on when their units are scheduled for automatic removal visit Fix stranded inventory: ******************************************************************************.
The response has also been sent to the customer via their registered email address on 10/26/2023.
Sincerely,
Amazon
Customer Answer
Date: 11/20/2023

Complaint: 20871757

I am rejecting this response because:

We received amazon RE:[CASE ***********] Important Information Regarding ASINs B09YYWD94D

Dear Selling Partner,

We recently emailed you about a contact that we received from the U.S. Consumer ************************* ("****"). They are conducting an investigation into a product that you sell, specifically the Flamebuster with Mounting Bracket-A lightweight and Portable Automatic Fire ball Extinguisher, listed under ASIN B09YYWD94D. We request that you immediately contact the **** and offer to provide any needed assistance. The relevant point of contact for this case is ***************************** (***************).

We sent email as requested to ***************).
Was there anything else we were supposed to get taken care of.
We had sent all requested documents to get this assin B09YYWD94D / product reappealed

Awaiting your reply,

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.
On 11/3 i initiated a refund request for an item i purchased. Before i purchased the product i verified the returnability of the item. And on 11/5 my item was picked up by *** along with another item i was returning. I have already received a refund for this other item, since i returned both items at the same time, they both must have been received. But today 11/14 i reached out to Customer Support to inquire about the status of my refund for the item on order 112-0317939-0637007. The first support agent i spoke to in the morning told me everything was fine i should be getting the refund soon. Then i got disconnected and had another question, so later in the day i reached back out to ask the question and was told i needed to be transferred to a different team member. Upon being transferring to the second agent i immediately got an email requesting that i provide extremely sensitive personal information that i don't feel comfortable giving, and that if i don't within 6 days they will not refund my money for the item I've already sent back and returned to them. When i asked why this was required the refused to tell me why or even what policy requires that or where its listed in the terms of service. And if they had told me i needed to do so before returning the item i would've just kept the item. Now they're threating to keep my money and the item i sent back.
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 refund on order#***-0317939-0637007

Our specialist team 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.

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 cooperation.

Regards,

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

Complaint: 20871696

I am rejecting this response because: they are not explaining why they need me to send a picture of my ** and how that will validate anything. The normal account verification process can send a code to my phone or email. And the Address on my ** does not match my current address anyway since I moved. They did nothing to explain why they needed the ** or make any effort to resolve the issue without requesting sensitive personal information. They just said the same thing in the first email they sent.

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 returned 3 items to Amazon on October 12th, they were received by Amazon on October 14th and they will not issue a refund without excessive identification verification after first explaining to me they were already refunded, which they have not been. ORDER number- 111-1133172-3416234 Returned to *** on October 14th 2023 and received by Amazon.
Customer Answer
Date: 11/14/2023
I returned items to Amazon and they were received on October 14th from *** but Amazon will not issue a refund without a copy of my ID which is a privacy concern of mine.
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 and 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.

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 cooperation.
Regards,
******************************
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

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