Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

57,413 total complaints in the last 3 years.
21,659 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:11/12/2023
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 purchased a Christmas tree from Amazon and it was not at all like the pictures I returned it and have yet to receive my refund they keep giving different reasons or no one knows there job I just want my money.
Business Response
Date: 11/13/2023
Hello,

I'm Himaja 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.

We are sorry to hear that you are yet to receive a refund on returned item.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,
Himaja
Amazon.com
*****************************.
Customer Answer
Date: 11/13/2023

Complaint: 20859178

I am rejecting this response because: I was waiting to speak to someone for an avail

********************* started
Your refund will be processed when we receive your item.

WTOR 6ft Classics Artificial Christmas Tree Red Berries with 160pcs
$129.99
Qty: 1
Manufacturer: WTOR-ca, 8888888
Sold By: Yuanritong Co.,Ltd
View return label & instructionsReturn started
Your refund will be processed when we receive your item.

WTOR 6ft Classics Artificial Christmas Tree Red Berries with 160pcs
$129.99
Qty: 1
Manufacturer: WTOR-ca, 8888888
Sold By: Yuanritong Co.,Ltd
View return label & instructions here is the item the price the return label.
Business Response
Date: 11/14/2023
Hello,

I'm Himaja 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.

We are sorry to hear that you are yet to receive a refund on returned item.

I'd love to assist on this, however, as mentioned in my initial correspondence, I wasn't able to find the order you asked about on your message. For your account's
protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:11/12/2023
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 July 4, 2023, I ordered a Camera Remote Control Wireless Shutter from Amazon. I initiated a return shortly after. On July 22, 2023, I took the item to the Bitter Lake Amazon Drop Off location. I received an email stating that the item was received. On September 8. 2023 I called Amazon to inquire about my refund. I was told that I needed to contact the carrier to find out where the item was. I explained that the item was dropped off at an Amazon drop off location. I was told that I would need to wait a bit longer for them to receive it. I have called several times and have received the same reply. I was told that I needed to email customer support in order for them to begin an investigation. I did email customer support regarding this issue and have not received any assistance. I have tried on multiple occasions to have a refund processed with my latest call being on November 11. 2023. After this call I received an email asking that I return the item and that a refund couldn't be issued until I verified my identity due to suspicious activity on my account. This is an almost 4-month-old issue without resolution.
Business Response
Date: 11/14/2023
Hello *****,

I'm Himaja 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.

We are sorry to hear about the issue you faced with the 'Camera Remote Control Wireless Shutter' purchased on our website.

Upon reviewing, I see that our internal team has reviewed your concern and requested you to submit a Government issued ID proof for further review

Please find below the correspondence email sent to you on November 11, 2023 at 10:47 PM (PST):

"Hello,

Thank you for contacting us regarding your order 111-9906609-8670664.

Because we noticed abnormal activity on your account, we 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.

How will you verify my identity?
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:
*************************************************************

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

What happens when I submit my ID document?
We will review your order and your account and verify your identity through one our third-party service providers. 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.

What happens if I do not submit my ID document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 111-9906609-8670664. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

Thank you for your understanding. We hope to see you again soon.

Regards,

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

Complaint: 20859146

I am rejecting this response because: Amazon has not provided a refund for the item that was returned to an Amazon drop off facility in July. This item was among a few others in the same box and all of the other items have been refunded.
Amazon is requesting that I provide a government issued ID to verify my identity, however, when I placed an order on the Amazon website on 11/13/23 there weren't any issues and no request for proof of identity. Seems to me that if there has been any suspicious activity on my account, I wouldn't be able to place any orders until that issue was resolved. I would also like to point out that the several times that I have contacted Amazon about this issue I have not once been asked to prove my identity until the last time that I contacted them asking for my refund.

Sincerely,

****************************
Initial Complaint
Date:11/12/2023
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.
Amazon first said that they had detected unusual activity on my Amazon account, for this reason, they have temporarily placed it on hold and canceled any pending orders or subscriptions.I have uploaded documents with the required information to verify my account. However, ********************** removed access to my Amazon.com account and canceled all open orders even if I provided everything they required. Now I can't even contact a customer service representative because I can't even log in to my account. I even have orders shipping on the way and they already charge my card for the amount. Now I lost access to my account and I can't even get the shipping information. I have been a legitimate customer and made several orders with them. However, Amazon shut me out all of a sudden.
Business Response
Date: 11/14/2023
Hello Zepeng,

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 your account. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and taken necessary actions on your account and sent you email correspondence on your registered email address to rest your account password. I request you to please check your inbox for the email link and you can update your account password.

Our team stated "There are no locks on the account nor restrictions to enter it, a password reset has been sent".

If you are still usable to access your account, we're happy to help, but we need to verify some additional information before taking any actions. For account security purposes, this information needs to be verified either over the phone or through a chat with one of our agents. Please reach out to us via phone using the link below:

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

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/14/2023

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:
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 a long-time Amazon Prime customer who recently purchased a faulty $149.99 ***** coffee maker on November 9th. Despite my years of loyalty and thousands spent, Amazon is making me jump through hoops to get a refund for the defective item that arrived November 11th.Specifically, I purchased the coffee maker through my account ***************************** with order number 111-8039895-4066644. Though Amazon promised a working product, the unit did not function when delivered.I have tried returning it for a refund or replacement, but Amazon has not resolved the issue after 2 days. They are requiring extra verification as a Prime member, which is unacceptable service given my high spending and loyalty over the years.I ask that Amazon promptly provide a full $149.99 refund without further hoop jumping. They need to re-evaluate returns for loyal customers like me. Thank you for your attention to this very frustrating situation.*********,*******
Business Response
Date: 11/14/2023
Hello *******,

I'm Himaja 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.

We are sorry to hear about the issue you faced with your 'Ninja CFN601 Espresso & Coffee Barista System' purchased on our website.

I've reviewed the details and see that this item purchased is sold by Amazon Warehouse in Used - Acceptable condition. Unfortunately, the option to replace the Warehouse items isn't available on the order.

However, please feel free to create a return on this item for refund.

You can review the below link to know the procedure to create return on the item:
******************************************************************************

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:11/12/2023
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 return being refused because i need to verify my identity. Amazon is currently in possession of the item but refuses to give me a refund because i need to verify my identity.I do not feel comfortable giving them my id to verify my identity. I wish for the refund to proceed without the need for my id.My refund was also cancelled by one of their associates for no apparent reasOn without telling me another associate told me about this when asked why the refund wasn't showing up.Refund reference number: DKQD12 dBRRMA Order#***-4388031-0927431
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'm sorry to learn that about the problem with the item in order # 113-4388031-0927431 . It is certainly not what we expect our customers to go through.

Upon reviewing, I can confirm that a refund was issued to original payment method on November 18, 2023. Please allow your bank 3 to 5 business days to process the refund.

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

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

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 ,

********
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.

Sincerely,

*************************
Initial Complaint
Date:11/12/2023
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.
Hello Even the refund was issued on Oct 19th *****. However, till today we have not received the refund. We have made multiple requests but of no use. We would appreciate it if you reimburse us for $ *****. Thanks The Flash
Business Response
Date: 11/12/2023

Hello,
We have reviewed the issue filed for the Order and noticed that the Seller has been credited with the proceeds amount on October 19, 2023.
The credited amount is reflecting Seller Central under transaction view .
Furthermore, the order defect rate for this order has been removed from Seller's metric.
In summary, Seller has already been credited with the concerned amount.
Customer Answer
Date: 11/20/2023
Hello
Issues are resolved. Thanks & appreciate.
pradeep
Initial Complaint
Date:11/12/2023
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.
NOVEMBER 5TH AMAZON SENT A MESSAGE BATTETIES I REALLY NEEDED FOR MY BLOOD PRESSURE MONITOR.THE BATTERIES DIDNT ARRIVE ITS NOVEMBER 22TH THEY STILL HAVENT ARRIVED AND AMAZON TOOK THE MONEY,IVE CALLED THEM 4 TIMES STILL NO DELIVERY OR REFUND.ITS AXSMALL AMOUNT OF MONEY BUT WHY CANT THEYCEITHER DELIVER OR REFUND THE MONEY.OUT OF 3 PHONE CALLS THE 1ST TWO SAID I COULDNT CANCEL THE 3RD SAID IT WOULD BE REFUNDED,WHY DID THEY TAKE THE MONEY WITHOUT PROVIDING THE SIMPLE PKG OF BATTERIES NEEDED TO MONITOR MY PRESSURE.I JUST WANT A REFUND IM DISABLED and I got someone to go to the store to get batteries.6 days dince they said delivery November 5th.
Business Response
Date: 11/13/2023
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 order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed the order and I see a refund was issued to your **** on November 12, 2023 for $13.02.

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:

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

***********************************
Initial Complaint
Date:11/12/2023
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 Oct 27, 2023 I purchased a new Shark vacuum, for the total price of $102.82 and received my order November 10, 2023. Order number: 114-2628806-9828253 The item I received was thrown into an unmarked box (no original packaging anywhere to be seen), with the parts of the vacuum merely unsecured inside the unmarked box. The vacuum arrived in used, broken condition. I paid for a new vacuum, advertised as new. It is clearly used and scuffed up on many areas of the vacuum too. In addition, the serial number has been blacked out with permanent marker. I immediately contacted Amazon to request a return of this used, broken, possible counterfeit vacuum. I was told in order to receive a refund I would need to submit government issued ID. I have spoken with over 9 or so Amazon employees, most of which have been over the phone, and have been told submitting my government issued ID is the only way theyll reimburse me for this used, damaged vacuum. I see this as unlawful demands by a big company who doesnt care for their customers privacy or rights of their customers. It is abuse of power to demand outrageous private information just to receive a reimbursement upon return of a product that was not at all as advertised. I never agreed to provide such private information as a customer (something which one of the representatives confirmed via phone when I asked what legal agreement I entered which subjected me to relinquish my private information to receive a refund As expected, I was told they could find no such agreement).I have spend over 8 hours, so far, fighting this with Amazon representatives. My time has been robbed from me and Amazon is trying to rob me of my money unless I bow to their unlawful demands. Please help me get my money back for this used, broken, piece of garbage I was sent. Thank you for your time.
Business Response
Date: 11/13/2023
Hello *****,

I'm Himaja 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.

We are sorry to hear about the issue you faced with the 'Shark WV201 WANDVAC Handheld Vacuum Cleaner' purchased on our website.

Upon reviewing, we need to verify your identity before we can consider your request for a refund on return. We may also request additional information before granting your request.

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:

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

The above communication was sent to your registered email address on November 11, 2023 at 3:54 PM (PST). You may refer the email for more information.

Once the account issue is addressed, you may return the item back to us for a refund before which we won't be able to assist you with the request.

Thank you for your understanding. We hope to see you again soon.
Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:11/12/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order was never shipped or received. Its the only order with this account! Have talked to customer service several times to no avail.
Customer Answer
Date: 11/12/2023
I received an email saying a refund has been issued. Thanks for your help.
Business Response
Date: 11/12/2023
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 order.

I've reviewed the order and see a full refund of $66.27 was processed on Sunday, November 12, 2023 to your MasterCard.

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:

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

***********************************
Initial Complaint
Date:11/12/2023
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.
********* Shopbop received my return and not issuing a refund Id like my refund of 2620$ to be issued back to original payment method
Business Response
Date: 11/12/2023
Hello Soo,

I'm Sahitya 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.

The e-mail address you contacted us with isn't associated with an account. We only provide information and make changes when the request comes from the e-mail address associated with the account.

Please write back with email address where order was placed and 17 digit Amazon Order ID so we can review and assist you further.

However if the item was purchased from Shopbop, please contact their support team for assistance.

Shopbop Order ***************** **************
***********************

Shopbop Customer Service **************
*******************

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 11/14/2023
124227324 this order shop bop.com confirmed that they receivedmy return I retuned all 3 items in this order just as I received it and shop bop isn't issuing a refund. the worst experience was when I called to shop bop today and how rude the manager I talked to was I escalated this matter to general attorney of the state and FTC and would be talking with my lawyer if refund isn't issued I want 2620$ to be refunded and returns ************** had more than enough time to issue the refund
Business Response
Date: 11/16/2023
Hello Soo,

Thank you for confirming that details.

As item was returned and received by shopbop.com and not amazon, please reach out to their customer support team for further assistance.

Shopbop Customer Service **************
*******************

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,

Sahitya
Amazon.com

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

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