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

58,702 total complaints in the last 3 years.
22,099 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.
Amazon is requesting requesting outrageous private information of iD or passport to get a refund!!! For an item they sent me that was FAKE. Ordered a North Face rain coat and was send a fraudulent item in a different brand, color, and material.
Business Response
Date: 11/15/2023
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 refund for North Face rain coat. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on November 14, 2023 for $127.84. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

**********************************************************************************
We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
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 October 12th I sent a return back to AMAZON. It was a Touch of Class perfect storm Metal wall sculpture. The color was way different than the picture. I followed the status return and it arrived on October 18th (tracking number 1Z9E78519022434484) and the status says package delivered!Amazon refuses to refund my money because they keep saying We noticed abnormal activity on your account and we need identification from you!Theres no abnormal activity in my account, and Im not giving them my personal information. All they have to do is refund to the same way I paid! Ive been dealing with this for weeks now!Ive encountered so many rude customer service people, some of whom hung up on me!All I want is my money back! Could you please help me with this?
Business Response
Date: 11/15/2023
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 112-9194645-3469800.
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,
*********
Customer Answer
Date: 11/16/2023

Complaint: 20867610

I am rejecting this response because: I spoke with customer service many times and was told it takes a while for the warehouse to process the return. On November 3rd I called again about not yet receiving my refund, and was told that I had to wait till November 12th and if I still didnt have a refund, they said they would automatically refund me. So I still didnt receive my refund and called them back. Now all of a sudden, they see abnormal activity in my account and want personal information from me?? There is no abnormal activity in my account, and I saw they are using this excuse to many other people looking for refunds!
I was told I was getting a refund after November 12th and now they are saying their specialist team requires a government issued identity proof to investigate the order in question? Theres nothing to investigate!! What do they have to investigate? They order was returned and it shows in my Amazon account it was received in!
When Amazon told me they wanted personal information, they said they needed it to consider a request for a refund and they might also need more information before granting my request for a refund!
To me, they are just stalling and looking for any excuse not to refund me! Im not comfortable giving them my personal information! They still might come back and say they need more information! Amazon knows its me when I call because they send a link for me to click on to verify its me and I have to approve the link! Amazon also says they never ask for personal information!

Hopefully you will be able to get my money back for me!
Thank you for your time and have a great day!
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 8, 2023 I purchased two bags of dog food from Amazon. The bags were listed as 28 pound bags for $21.98 each. I received a package containing two 4.5 pound bags of dog food. I contacted **************** and explained the problem. The rep said she would issue a replacement. (Dog rescue organizations are searching for a new dog food brand since ****** dog food has been recalled.) On November 10, 2023, While waiting for the replacement, I told another dog rescue organization about this food and they ordered food at that same price.The replacement package arrived on November 12, 2023 and were again 4.5 pound bags. I notified customer service and spoke to a manger. The manager would not let me speak to anyone else and stated that they do not have 28 pound bags. I checked their website and they do have 28 pound bags in stock. I explained that I would like the product that was shown for the price it was publicly advertised for. I sent him an email with two screen shots from different days of the advertised bag size and price. The have stated that they can send a replacement if 4.5 pound bags but not the 28 pound bags they advertised. Amazon is refusing to provide the product they had advertised at the price they had advertised.
Business Response
Date: 11/15/2023
Hello Emma ********,

I'm Arun 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 the complaint and understand your concern regarding the Dog Food that you've ordered.

I apologize for the inconvenience that you've experienced in this case.

I've checked and the screen shots that you've sent and I agree that it shows 28 pounds.

However, the order placed was for 4.5 lb.

If there was any incorrect details or information it would have been shown on the order title itself.

I would request you to help us with the details which shows that you've placed the order for 28 pound item and an incorrect it was sent and then we can consider it as incorrect order.

I've escalated this issue to the appropriate team for further review.

Also, we've already provided replacements twice for the same item which was ordered.

Unfortunately, we'll not be able to take any action in this case from our end.

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 11/15/2023

Complaint: 20867572

I am rejecting this response because: I have contacted the other dog rescue owner and they have the exact same issue - they placed an order for 28 pound bags and have received 4.5 pound bags. There is/was obviously an issue with the page for this product. It was advertised as 28 pound bag, if the order came though as 4.5, that is an Amazon issue but I fee it is false advertising. As I have stated on the phone (which I have a recording of) - I do not want the 4.5 pound bags. I would like the product I ordered. I am going to encourage the other dog rescue group to file with BBB as well. Thank you.

Sincerely,

*******************
Initial Complaint
Date:11/14/2023
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 had ordered an item as a birthday gift. It was the nanoleaf hexagons in black color. When the package arrived, after providing the Amazon delivery driver the secure code, I opened it to see it was the regualr nanoleaf hexagons and not the black version which costs extra. I was disapointted to see amazon had sent me the wrong item so I requested a return almost immeditealy. I returned the item the following day, and was able to track it. It has been delivered to Amazon but they are not sending out my refund.
Business Response
Date: 11/15/2023
Hello Avie,

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 to know you have received regular nanoleaf hexagons and not the black ones you ordered and are now you're having issue with refund for the items returned.

In order to assist you, I request you please share the order details.

I'm sorry for the delay. We look forward to hearing from you.

Regards,

*******
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,

*************************
Initial Complaint
Date:11/14/2023
Type:Sales and Advertising 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 has closed my account accusing me of violating amazon terms of service, but I have done nothing wrong I had an issue with a purchase and contacted customer service, I had an item that i bought that was 15 days late... after several tries of cancelling the purchase they offered me a 10 dollars gift for the trouble... 1 day later im banned for "violating the terms".I tried making new accounts to speak with their customer service (you can only speak with their customer service with an account), and all got closed for being linked with that account that was closed before The accounts are under the e-mails ********************* (main account)************************* ********************* ************************ ******************* I would like to have my main account back and the others reinstated so I can delete them and not have multiple accounts on my IP address
Business Response
Date: 12/23/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 12/23/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 01/01/2024
Amazon unblocked my original account, case is solved.
Initial Complaint
Date:11/14/2023
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 returned 3 times over 2 weeks ago (one arrived to me used.) I kept checking the updates on the tracking and saw they received my item on the 9th (its the 15th.) I called and they proceeded to tell me they need ID verification to process the refund and they will allow Amazon to disclose my information to 3rd party sites. When I told them Im not permitting Amazon to do that he said well then you wont get your money back. In addition to, had I not called this information would not be known, and they just said well you shouldve read your terms/conditions. Most companies update you when they change their rules, so how are we supposed to know. I dont believe this and dont want to disclose my personal information for it to be sold. Since when are we holding customers money hostage in exchange for personal information? I want my money back.
Business Response
Date: 11/16/2023
Hello *****,

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

I am so sorry to hear of the issue you have shared with us that you did not receive the refund for the returned item.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number and item name pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 11/16/2023
They send me an email saying they dont have a history of correspondence. Either somebody isnt doing their job right or yall got scammers
Business Response
Date: 11/19/2023
Hello *****,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned items GLAM21USA HD LACE Front Wig Loose Wave 13X6 Transparent Lace , LE SECRET 1Pcs Messy Bun Hair Piece Tousled Updos Curly Wavy Chignon Hair Buns and BOGSEA 14"Ponytail Extension 2PCS Claw Clip in Ponytail.

Upon checking I see that the refund of $20.34, $49.81 and $7.62 has been issued to your gift card balance on November 16, 2023. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:

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

Thank you for your understanding.
Regards,
Pratap
Customer Answer
Date: 11/20/2023

Better Business Bureau:

Yes, I have received my refund for all my items. I hope this doesn't happen again in the future. Also, I do NOT allow amazon to disclose my information to any third party sites.

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 are forcing me to supply Government Issued ID to get a refund processed after they shipped a completely different item to what I ordered. The item I received is not the right size, shape or weight. Pictures are attached of expected item and of what I received. Provided false and misleading text conversation regarding providing images of wrong product, instead demanded I send ID before they would help me. In the email provided, Amazon claim if I do not provide ID they will not issue a refund, in clear English.ORDER # ***-1040039-0770646 Email associated with account: ******************** Date of Purchase: 10/31/23 Purchase ************
Business Response
Date: 11/15/2023
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 sincerely apologize for the inconvenience caused. Thank you for bringing this to our attention.
As requested by our Specialist team, we need government issued ** to validate your account, I would request you to provide the same. Unfortunately we are unable to proceed further without the information.
Please provide us with the ** so we can proceed further.
Thank you for your patience and understanding in this regard.We look forward to hearing from you.
Regards,
*******
Amazon.com

*****************************
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 returned an item from order# ending in **** on October 10, 2023 and have yet to receive a refund. I called the company several times and each time was assured the refund would be returned back to my original form of payment in 5-7 days. Its now been over a month and I have yet to receive the refund. Today I was told they want to confirm my identity and do an investigation on my account due to abnormal activity. When I asked what was the abnormal activity they advised it was because of the amount of returns I had. I was not informed that returns were abnormal for an online company. I was then asked to verify my identity and call back in 3 days to inquire about the status of the investigation and to see if they would be able to refund my item. I no longer have the item and returned it back to them. I would like a full refund and need your help.
Business Response
Date: 11/15/2023
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'm sorry for the inconvenience caused with the order placed on our website.

I've tried to locate the order with the information available in your complaint. Unfortunately, I'm unable to locate the exact order you are referring to.

In this case, I request you to please reply back to this email with the complete order number so that we can review the details and assist further.

Thank you for your co-operation. Have a great rest of the day!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/15/2023
Order #***-8933571-1305817
Item: Red One Piece Swimsuit Zipper for Women High Cut Leg Cheeky One Piece
Item returned: October 10, 2023
Issue: have not received my 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 a refund has been processed for the mentioned item and it should reflect into your account within 5-7 business days from now.

You can view details of the completed refund on your Amazon.com account:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
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 have a prime membership i make anywhere from **** orders a week for the last 12 years, i had ordered stuff for a halloween party we were going to have but it ended up raining and it was cancelled. i bought a pack of halloween inflatable ***** the cost with tax and everything came to *****. i returned them right away as directed and as ive returned packages before, they recived them weeks ago. i went and chatted a rep to see where my refund was and they told me they needed my government issued id to get my refund. i am NOT happy about this and not sure why your need my refund for something returned to you and for *****. i kept asking for managers and asking why and they said there was "abnormal" activity umm no there wasnt and hasnt been...this is ridiculous and illegal..i returned item where is my refund.
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 sincerely apologize for the inconvenience caused with regards to the refund for the item returned.
I also see that you aren't happy about being asked for the government issued ID in order to process refund. Please allow me to explain, we need government issued ID to validate your account, hence, the specialist team has requested for it.
On checking, I see that you've provided the details and that you were successfully refunded $37.79 to the payment used and you should see the refund posted to your statement in 3-5 business days.
About your feedback on providing government issued ID for refund, I've forwarded your feedback to the concerned team. Customer feedback like yours is very important in helping us continue to improve our website and services.
Thank you for your understanding in this regard.
Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
Regards,
*******.
Amazon.
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 have ordered a Logitech G PRO X SUPERLIGHT wireless Gaming-**** in value of ****** on 11th of August, 2023. The package arrived already looking opened, and there was a different article than what I ordered inside it! I immidiately called the support and asked for their assistance. They advised I send back the Article and issue a refund. I did that on the same day, and received my money back. However exactly a month later I received an E-Mail from Amazon, saying there was something wrong with the Article I sent back (obviously, since it was not the article I ordered!), and they will charge me again if I dont send the correct one back (which I couldnt since I never received it!). I have contacted the Amazon-Support once again, where they reassured me I will NOT be charged again and the case can be closed. I even received an E-Mail confirmation regarding that, which you can find in the attachements. Two weeks later my bank account was charged with ****** nonetheless, even though support reassured me this wont happen. When contacting them again, they say they couldnt help me in this situation. This is unacceptable! First all the trouble because I received an already opened package, then wasting multiple days with support while they lie to me that I wont be charged, and in the end I loose the money for a product I never received and was reassured I wont be charged for!Order Number: 305-4657274-4569162 Account ******* ************************ If you need any further information, I am happy to assist.Best Regards ****************
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've reviewed your complaint and understand you've contacted about being charged for an incorrect item received and the same returned.

I apologize for the inconvenience you've experienced in this case.

On checking, I see the order was placed on our partner website, Amazon.de. hence you'll need to contact our partner site as our international websites operate independently. You can contact them directly at:
***************************************************************************
Amazon.de offers English-language Help pages and also provides customer service in English via e-mail.

Thank you for your understanding in this regard.
Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.

Regards,
*******
Amazon.com
***********************************

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