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

58,793 total complaints in the last 3 years.
21,975 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: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.
Shipping has been a big problem with Amazon items that say 2day shipping never arrived on time. Orders like 114-8948489-1018661 was placed with the understanding it would arrive overnight was delayed and it wouldnt arrive for 3 days. I place orders with the understanding that it will arrive on time. I pay a yearly subscription to amazon for this service. I should be getting my orders in the time stated on the site
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 regarding the delay in delivering your Order ID: *******************.

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

Upon checking I see that the replacement order has been created for this and it has been successfully delivered to you on November 15, 2023.

Thank you for your patience and understanding.

Regards,
Pratap
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:11/12/2023
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 apple airpod from amazon.com, then i returned it once it was not one i wanted. Since then i have not received my refund yet. It has been about 3 weeks now and still waiting, now they are saying they need to verify my id.
Business Response
Date: 11/13/2023
Hello Salish,

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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed the order and your account. I see our team has taken necessary actions on your account and sent you email correspondence on your registered email address on November 12, 2023. I request you to please check your inbox for the correspondence.

Once you submit your information, it can take up to 3 business days for us to finish our investigation. you can contact our **************** team after 3 business days of receiving this message. To do so, go to "Amazon ****************":
*****************************************

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: 11/21/2023

Complaint: 20860397

I am rejecting this response because:

I was following up regarding the Amazon refund. I have provided the information they asked for. It's been past 6 business days and still have not had any response from them. Please advise.

Thanks,
************

Business Response
Date: 11/22/2023
Hello Salish,

I understand you're concerned about refund for 111-8092317-5908229.

Once ID is submitted it can take upto 3 business days for our team to investigate.

To continue processing your refund or replacement request, you can contact our **************** team after 3 business days from the date ID was submitted.

To do so, go to "Amazon ****************":

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

Our team can help you with outcome of investigation.

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 on these matters.

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

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.
I have requested an end to my Amazon Prime membership twice via phone, and several times via my Amazon account. In spite of my efforts, and also inspite of being assured each time that I call that my Amazon Prime has been discontinued and I am being refunded the charges, I keep getting billed. In fact, just the beginning of this month they have billed me THREE times. I can't seem to get this discontinued and my money refunded.
Business Response
Date: 11/14/2023
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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed your account linked with email address used in complaint and confirm that your Amazon Prime membership has been canceled on June 29, 2023.

However as you have mentioned that you are getting billed for prime we request you to check with your family or friends if they have access to your card.

Please write back with last 4 digits of your card charged and charge ID so we can review to locate the account.

A payment descriptor is text that appears on your bank, or credit card, statement, and shows details for which company processed a payment. Descriptors could include information such as the company name, date of the charge, and the State where the purchase was made.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time and assist you with refund.

For more information about identifying unknown charges on your statement, visit:

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

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: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.
On November 10th 2023 a mattress protector was orders from Amazon:Order: 113-4057635-1463412 The order was stated to be delivered the next day between 8am and 12 pm The order was not delivered and Amazon stated it would not be delivered until monday I ordered anbother protector and asked for them to cancel the order,They said they could not cancel the order but they would refund the order once delivery was taken.The next day the package arrived but I had already secured a alternative replacement,They want me to drive 20 miles to a *** store to return the package.This is not a acceptable response for me to have to drive 20 miles each way to a *** store for amazon's mistake.They offer no other option to resolve this manner rather than to drive 20 miles each way with no compensation for gas to return the package.
Business Response
Date: 11/14/2023
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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed the order and I see a refund was issued to your Amazon.com Gift Card on November 12, 2023 for $20.02

You can view your gift card balance and activity here:

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

As informed by our support member on chat conversation, we don't want you to go through the hassle of returning the item. You are welcome to keep, donate or dispose of it - whichever option is most appropriate and convenient for you.

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

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.
On the 10th, November 2023 I placed Order # ***-4250309-0147465 in which I purchased a computer monitor for $690.61 after tax. The purchase was made on my girlfriend, ***************************** account.The monitor was defective, I initiated a return/refund on October 26th. On November 7th I dropped off the item at a **** On Nov. 9th it was received. The refund timeline was estimated to be an extremely long time compared to any other refunds I have had, and said the refund would not be credited to my account until December 2nd.Because of this, I contacted Customer Support to inquire about why this was, and if its possible to expedite it in any way. The CS(Customer **************** A" immediately told me I must now submit a photo copy of my ID to ********************** because it was "A new policy Amazon has begun on November 7th". This did not sound correct, and I found no info pertaining to this anywhere online. After questioning them as to where I can find that information, "JV A" left the chat. I started a new chat with CS member and repeated my concerns, they now told me they cannot help me until I submit my ID and would not answer any more questions or concerns.I escalated the issue to CS Manager "Sagar.S" who told me "All of the information presented to you was correct" and I needed to submit ******'s ID to continue "the investigation" (revealing to me they were being deceptive, as this was NOT a new policy as they had originally stated and re-iterated).I then Questioned "Sagar.S" about their deception about the reasons they are demanding my ID and I was then told I would not NOT receive a refund at all if I did not send a copy of my ID to them. This is both unprofessional and borderline illegal to deceive customers and not be willing to explain why unjustifiable demands are being made. After submitting ******'s ID to them I am concerned about not receiving a refund at all as well as POSSIBLE IDENTITY THEFT! Its impossible to trust a business willing to lie to its customers!
Business Response
Date: 11/13/2023
Hello *******************************,

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 return refund for the Gaming Monitor from the Order ID: *******************.

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

Firstly, I would like inform you that 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.

Regarding the refund, once the provided ID is verified by the team, refund will be processed automatically processed.

I would suggest you to contact the customer support team through phone and they will be able to help you further with the verification.

Also, you can get back to me anytime, I'll be glad to assist you with the possible option from my end.

I appreciate your understanding in this case.

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

Regards,

Arun
Amazon.com
***********************************
Initial Complaint
Date:11/12/2023
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 ordered several things off of Amazon on October 30 of this year. The order number is 113-5271214-4945066. The 100 pack of thank you cards arrived damaged. I requested a refund and to return them. I was told I would receive a refund once I sent the item back. The item was received back to Amazon November 8 of this year. They are now saying there is an issue with giving me a refund and keep giving me the run around.
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 113-5271214-4945066.
Upon review, we see the item has been received by returns center on Nov 8, 2023. Usually once the carrier receives your return package, returns are processed by Amazon in 14 days. In some situations, it may take longer.

This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation.

Fore more information refer to our Refunds page for more information:

***************************************************************************************. If you don't hear from our ************** by 23 November 2023, please write back so we can find out what happened.

Thank you for your understanding.

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

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.
My most recent complaint needs to be amended. The date was the 10th one November that my son was home, and I accidentally stated the 11th. Due to the driver, not delivering the item on the 10th as he should have with the other half of my order I had to wait home all day my self on the 11th and the item was not delivered until the very end of the day, so I am looking for proper compensation for wasting my whole day due to the negligence of the driver.
Customer Answer
Date: 11/12/2023
I ordered an item off of Amazon, a meta-quest three for my son that required a signature. My son was available all day on the 11th to sign for the package. The driver came to the door, put one package on the porch and my son was waiting for him to come back with the other package And he drove away. I then had to spend 11 November all day home because again this order required a signature I started a chat, and was told by a gentleman by the name of **** that he was going to fully refund me for the cost of the item due to the grave inconvenience and having to wait all day because the package was not delivered first thing in the morning as it should have been I was the last stop at 5:30 at night again wasting my whole day waiting on a package that should have been delivered prior , I am reasonable and was not expecting the full compensation but then was told that that was a lie but I am looking for at least half because my time is valuable as well. I get paid $20 an hour and I wasted 11 hours of my valuable time on my weekend that I needed to do things with all because of the extremely poor customer service of this company, I have screenshots of this chat that all of a sudden has seem to have disappeared And no one is willing to properly compensate me for this great inconvenience
Customer Answer
Date: 11/13/2023
I incorrectly stated that the first half of the order was delivered on the 11th the first half of the order was delivered on the 10th and the second half of the order was finally delivered after waiting all day on the 11th
Customer Answer
Date: 11/13/2023
I am trying to e mail more supporting files but your email is invalid resolutions@thebbb
please advise
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 114-0168535-8746612.
After careful review, we see the information communicated on refund for the order is incorrect. I'll surely take this as a feedback from you and will forward it to the appropriate team to mitigate such instances in future.

At this moment, we are unable to issue any refund on the order, however for the inconvenience caused I've issued a $20 gift card on your account, you can use the same with your next orders. You can view your balance and usage history in Your Account here:

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

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: 20860217

I am rejecting this response because:

Sincerely,

*****************************
I do not feel that this is proper compensation, for the grave inconvenience that I went through for two days in a row due to the negligence of the driver, as I am not so naive as to feel that I am *********** a full refund, I am going to expect more compensation than a mere $20 gift card for the inconvenience that I was put through for two days for this order. I also do not want a gift card I want it taken off of my already purchased item as I will not be doing business in the future with this company.
Customer Answer
Date: 11/14/2023
I have not closed this matter and am still asking the Better Business Bureau for assistance in coming to a reasonable resolution for my inconvenience due to the drivers negligence and east of my valuable time . If no resolution can be made here, I will further escalate my complaint with the Consumer Affairs Department
Initial Complaint
Date:11/12/2023
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.
Order # ***-1175841-4197017 Item name: MERCHANDISING LICENCE ********* FIG 30 CM Binding Creators Opinion 1/4 Scale Amount: $577.80 total price including *** sales tax + $20.00 for return shipping back to Amazon = $597.80 Problem: I sent in my return for this order more than 30 days ago, but Amazon wants me to submit my identification to continue with the return process. Amazon already has a copy of my verified ID in multiple forms, as I am a ******** recipient and am receiving a Prime discount, and as an Amazon Prime **** account holder, which verifies my SSN and my identification. I have had my Amazon account since before ****. On 11/11/2023, an Amazon representative verified return was received more than a week ago, and confirmed that the return should have been processed already. However, instead of a refund or a store credit, an email was sent that Amazon demanded that a photo of my identification be sent. I find it unnecessary but, nevertheless, I have attempted to comply. I have followed the instructions in the email and attempted to comply with the request following the website ************************************************************* which redirected to ************************************** but because the site has problems, submitting my identification was futile and did not go through.The resolution requested: Please process my refund or store credit, an amount of $597.80, of which $577.80 is the total price including *** sales tax plus $20.00 for return shipping back to Amazon. A refund back to Amazon is fine. Amazon also needs to explain better regarding "abnormal activity on your account" instead of being very vague about it, so I can help Amazon better in regards to being more compliant, instead of randomly requesting identification when Amazon already has them on file.
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 regarding the refund for the returned item MERCHANDISING LICENCE ********* FIG 30 CM Binding Creators Opinion 1/4 Scale.

While I tried researching the issue, I was not able to locate any return tracking information for this item. We need more information on the emails and communication shared so we can engage the correct team on this issue.

Please share the picture of the return tracking receipt for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Initial Complaint
Date:11/12/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
account issues
Business Response
Date: 11/13/2023
Hello ****,

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.

I sincerely apologize for the inconvenience caused with order.

I've reviewed the order and your account. I see our team has taken necessary actions on your account and sent you email correspondence on your registered email address on November 12, 2023. I request you to please check your inbox for the correspondence. Please visit the link and submit your ID for verification for refund.

I also see that you wanted to return Marika Women's Standard from order 111-5654055-1309813, however were not able to accept the return for this product. We accept the return of merchandise as long as it's returned in new condition within the return window. It looks like the return window for your item ended on November 11, 2023.

Further, we are not able to take additional actions, including overriding their decisions for next steps.

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.
The transaction took place Mon, Sep 4. I paid Amazon.com $360.39. The item showed signs of not being new and was unusable by the following month. I contacted Amazon at which point they told me to contact the seller and provided me the seller's information. Sure, I go and maintain communication with the seller for about a month until they confirm there's nothing they can do as it turns out Amazon had given me the wrong seller's contact information. I return to Amazon explaining all of this and they tell me "Okay, we got it. Your replacement will be processed by tomorrow." That tomorrow was yesterday, November 11th. I received an email saying they wouldn't be able to process the replacement as we've exited the return window. I contacted Amazon again and told them this. They then told me there was nothing they could do. Following that conversation, I received an email from Amazon asking for absurd personal information so they could process my refund.
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 113-9243601-0764215.
Upon review, we see the issue was first reported on October 11, 2023 and as per our records the return window for the order got expired on October 4, 2023. Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

Due to the amount of time lapsed from 30 day return window, we are unable to take action on it.

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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