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Business Profile

Ecommerce

Amazon.com
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 58,772 total complaints in the last 3 years.
    • 21,915 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased item from Amazon on August 1st 2023. I haven't received a refund to this date. I have reached to them and I keep getting the same response from them to reach out in 3 business days because they are still investigating. I placed a charged back to my credit card company and Amazon claims I did not return the item. I have provided proof of return to both Amazon and my credit company and a refund as not been issued I spent $631.30.

      Business Response

      Date: 11/17/2023

      Hello,

      I have researched this matter and can confirm that the dispute in question has already been resolved between Amazon.com and the card issuer. For more information about this dispute, please contact the card issuer.

      We have requested the customer provide the date, method of shipment, and any tracking information for the merchandise they have returned, for our team to review this further.

      We sent a confirmation of this message to the customer's registered email on **********.

      Sincerely,

      ********

      Amazon.com

      ===============

    • Initial Complaint

      Date:11/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 mailed back a simple return to amazon over 2 weeks ago. I mailed back 2 items at the same time, in the same mailroom. one item was received by amazon and they claim the other was not. now they are demanding to receive a copy of my driver's license in order to process the return they owe me. I refused to give my license to a big corporation for no reason. that is an invasive privacy violation.

      Business Response

      Date: 11/14/2023

      Hello Joy,

      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 trouble you had with the order.

      I've checked and see that one of the item was refunded and other is in transit. The tracking is still active. Please check on the *** date regularly so that you can know when the item will be delivered. Usually takes 14 days from the date of shipment to maximum of 30 days.

      We look forward to see you soon.

      Regards,
      Praveen M
      Amazon.com.
      *****************************

    • Initial Complaint

      Date:11/13/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Basically, I return my item and after waiting 4 weeks u see that the item was received by Amazon 3 weeks ago I called up a few times to get credit till someone told me that I have to upload an ID to get credit Am I starting asking them a few times why they need my ID. They said they can't answer me about it. So I am afraid to give it to them

      Business Response

      Date: 11/14/2023

      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 114-8701458-6175469.

      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.

      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: 11/14/2023

       
      Complaint: 20861305

      I am rejecting this response because:

      I don't understand why they need my ID and how that will help them in that investigation. when was returned by *** when you track it it will show that it was dropped off by them so how will my ID help them with the investigation if I may understand. 

      Sincerely,

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

    • Initial Complaint

      Date:11/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted Amazon **************** for over 6 hours without any resolution. I made an order on 11/2/23 111-1584884-0963428 the perfume I got was shattered inside the actual box. Ive been trying to resolve this and I have gotten no where but called a liar by your reps, having my account flagged for suspicious activity for no reason. I also received non authentic **** pro shorts that are knockoffs by third party seller. Amazon wont allow return. I have been disconnected on purpose and given the run around. I was asked if I discarded the perfume which I advised yes. Im then told I have to take photos per policy. No where stated in their terms and conditions that this was required or listed before purchasing. Had there been a disclosure I would have taken photos. Per Amazon in writing **********************************************************************************. No request of pictures. I was advised 11/11/23 by the representative named ******** yesterday 11/12/23 @3:41 pm and I was assured that I would have a refund to my account by gift card in the amount of $51 for the damaged perfume and then The **** shorts would be refunded upon return receipt. Amazon refuses to replace my damaged item and has now placed my account as suspicious. This is not acceptable.

      Business Response

      Date: 11/14/2023

      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 trouble you had with the order.

      When a non returnable item has issues, its always recommended to take a picture for proof of damage. Once you contact customer service, you can show the picture to them. Prior to that if you dispose it off, it will be difficult to make a decision on refund and may be denied.

      We look forward to see you soon.

      Regards,
      Praveen M
      Amazon.com.
      *****************************

      Customer Answer

      Date: 11/14/2023

       
      Complaint: 20861295

      I am rejecting this response because:

       

      No where does Amazon honor what was promised by their Representative nor is this so called Policy in writing anywhere in their terms and conditions. Each representative from Amazon makes up their own new rules as I received another demand of a photo and as well the representative asking for me to take a photo with a piece of paper (handwritten or typed) containing the Amazon account holder's name and a date on or after 14.11.2023. The information must be visible in one photo. This is absurd as Amazon has been made aware several times that this product has been disposed of. They absolutely need to honor the refund promised or replacement.


      Sincerely,

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

    • Initial Complaint

      Date:11/12/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a Shark Vacuum from Amazon and it was delivered Oct 11, 2023. On Oct 13th I initiated a return after use I was not satisfied, returned the item and Amazon received it on Oct 18th. Now they have yet to issue my refund and said my account is under investigation and want my government issued ID that I've never had to do before and I don't feel comfortable sending it. I have talked to 3-4 chat people who have told me my return window has expired or they can't help me until I upload my ID. I just want me refund to my **** which is shows me online I should get but my return/refund was never submitted. Talking to a human on the phone is difficult with all the chats. I just want a refund on my **** for my returned item. They have done returns before and never needed an ID. This is crazy the hoops I have had to jump through and that's a lot of money a month out that they still haven't refunded. Please help BBB!

      Business Response

      Date: 11/14/2023

      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 recent order with us. 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.

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

      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: 11/14/2023

      Oct 9, 2023
      Order #
      114-3327209-2220218

      Business Response

      Date: 11/15/2023

      Hello *****,

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

      Thank you for writing to us and confirming the order number. I hope you're doing well!

      I understand that you have submitted the required details to our specialist team.

      I request you to kindly allow 3 business days to our Specialists team to review and assist you further with the order.

      Thank you so much for your patience and understanding.

      Regards,

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

      Customer Answer

      Date: 11/17/2023

       
      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:11/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My first and only order I placed with Amazon.com I purchased a suit for my son for his career day at school which was suppose to be delivered to the address I put but was not delivered to my address or his dad's where my son was at. I reported this to Amazon.com immediately and they have put my account on hold and my refund did not go to the original payment method but instead was put on Amazon account that is on hold. I've contacted them 4 times and nothing has been done. I just spoke with ****** employ id ****** and was unable to refund my money still and it remains on my on hold account with ******************** and i simply want my money back.

      Business Response

      Date: 11/26/2023

      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 account. I understand how upsetting it can be.

      Upon reviewing, I can confirm that the account associate with the email address you wrote with, is active.

      You should be able to access your account, order and all digital content purchased on this account.

      I understand that the order ending in #**** was refunded to gift card balance. I see that gift card balance was used to place other orders, which is why we're unable to issue refund back to original payment method.

      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:11/12/2023

      Type:Product Issues
      Status:
      Answered
      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 112-4102177-9305064, Dyson Hair Straightener Order Total: $ ****** Order Placed: 9/8/23 Item Delivered: 9/10/23 I used the item twice and it does not work on my thick/coarse hair. I did not discard any of the original packaging or accessories. I requested a refund on 9/24/23. The refund request was approved. I repacked the item, and *** picked up from my house on 9/25/23 (*** Tracking #: 1Z 55A Y22 26 **** ****). Per ups.com, the item was successfully delivered on 9/27/23 at 11:00 p.m. As of this date, I have not received a refund, and the status of my order has never been updated from "return requested".10/9/23: I contacted Amazon Cust Svc via telephone on 10/9/23. The representative confirmed the return was received 9/27/23. The representative said due to the high dollar amount of the item, Amazon is allowed additional time to issue my refund. I explained I thought "most refunds are fully refunded within 3-5 days" per their policy. He stated he couldn't find anything showing the exception but he couldn't do anything about it.10/19/23: I recontacted Amazon cust svc via "live chat" on 10/19/23. I was connected with "Keran", and inquired about the status of my refund. ***** stated I needed to give them **** days to process the return. I told ***** it has been 25 business days since *** picked the item up from my home, and my Amazon account does not show the return has even been processed or refund issued. ***** disconnected the chat.10/19/23: I reconnected via chat and spoke to Amazon cust service representative "Alen". **** confirmed the item was returned to Amazon on 9/27/23. **** advised there was a verification period for checking the quality of the item and thus the reason for the delay. **** expedited a refund request and said I would have it in 3-5 days. It has now been 16 business days and I have not received a refund or any further correspondence from Amazon.Add'l Info: The warranty I purchased on the item was promptly refunded.

      Business Response

      Date: 11/26/2023

      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 trouble you had with the order.

      While the return tracking shows delivered, Unfortunately the item wasn't processed in our returns center. I would request you to please check with the carrier so that they can help you.

      We are unable to issue refund as the item isn't processed.

      We look forward to see you soon.

      Regards,
      Praveen M
      Amazon.com.
      *****************************

    • Initial Complaint

      Date:11/12/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 projector that was rough handled by the delivery lady upon delivery on Oct 6, 2023 and Oct 10, Amazon was in receipt of it. However, they told me that it'll take up to 30 days for the refund and today, it's already November 12, 2023 and I still haven't gotten my refund yet.

      Business Response

      Date: 11/15/2023

      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 against your order #***-0649345-5537805.

      Upon reviewing, I can confirm that a refund of $2,176.41 was issued to original payment method on Tuesday, November 14, 2023.

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

      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: 11/15/2023

       
      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:11/12/2023

      Type:Product Issues
      Status:
      Answered
      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 purchased the Mastectomy Drainage Pouch with Shower Bag from seller Dove Orchid on the Amazon platform on November 1, 2023.Order Number is:111-4469345-7441860 Seller link:******************************************************* Received the product on November 3rd. After receiving the product, I found that the product sold by this seller Dove Orchid was different from the one on the Amazon product details page. The product on the product page is arc-shaped, but in fact this seller's product is square. Please see the comparison picture for details:******************************************************** So I hope BBB can report to Amazon to delete this seller Dove Orchid (seller id: ***************.

      Business Response

      Date: 11/14/2023

      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 111-4469345-7441860.

      Kindly, help us with the images of the item received by responding to this email, as we are unable to access the images uploaded in the link mentioned in complaint.

      Thank you for your patience and understanding in this regard.

      Please feel free to contact us directly by replying to bbb@@amazon.com if we can be of further assistance.

      Regards,

      *********

    • Initial Complaint

      Date:11/12/2023

      Type:Product Issues
      Status:
      Answered
      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 on 10/04/23 in which the item was order number 113-8532157-9065038 Danco ***************** ***** Spout, Front, Metal, Chrome, for Use with 1/2 inch for $11.98 subtotal ($12.91 total). I called Amazon on 10/30/23 as I received an email saying return in transit and I would be charged again if not received. The representative on 10/30/23 said they revolved the issue and I wouldnt be recharged (I have email confirmation). I called again on 11/12/23 as I was recharged for the $12.91 item. The Amazon representative said they received the item and it is at their receiving center but the refund has not been processed. The same representative also reviewed tracking information and confirmed I dropped this item off at the free Kohls drop-off location, which I have confirmation code to confirm item drop-off on 10/04/23. I then asked to speak to a supervisor.I spoke to ***** (supervisor) and they said they have a new policy where I will need to send in my ID so my refund can be investigated. They didnt provide me a date of policy change or mention this in my previous call on 10/30/23. I shouldnt have to send in my government issued ID, if the item is in their possession. Id like to receive my full refund for the recharge, and not be required to submit identification as Im asking for funds back to original payment method (my credit card). Best regards,*********************************

      Business Response

      Date: 11/14/2023

      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 113-8532157-9065038.

      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.

      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,

      *********

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