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

57,677 total complaints in the last 3 years.
21,823 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: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

*****************************
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 NEVER RECEIVED THE ****** TEHSE BVITAMISN TAHT WERE DUE TO DELIVER SAME DAY NOW THE DRIVER FAILED TO DELIVER WENT HOME AND THINK HE WILL CONTINUE TOMORROW ORDER # ***-4157007-0717050 I DO NOT WANT THESE DAMAGED THINSG FORM TEMPERATURE DAMAGE ANYMORE I NEED A REFUND ** NOTHING HAS BEEN DELIVERED I WASTED 30 MIN ON LINE WITH UR AWFUL SERVICE AND THEY SAID THEY WILL PROCESS REFUND AND DISCONNECTED
Business Response
Date: 11/15/2023
Hello,

I am ******** 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 that the order did not arrive. I've shared your feedback with our team to get this checked and avoid it in future.

We have issued a full refund of $46.80 back to your original payment method on Saturday, November 11, 2023 at 9:01 PM (PST). The refund should be reflecting on your billing statement in 3-5 business days.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:11/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order (112-1551008-3694666) on Aug 29, 2023 for a sofa on Amazon.com. On Sep 3, the shipping label was created, and I was charged $499.99$447.04 of the payment was via Credit Card, and $52.95 of the payment was from gift card balance.It has been over two months and the item was never shipped. I have contacted amazon half a dozen times and they have continued to tell me I will be refunded but it has never happened.I initiated a charge-back through my credit card company, but I still need Amazon to refund my credit card balance ($52.95)
Business Response
Date: 11/21/2023
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.

It was concerning to hear about the issue with order and refund.

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 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.

Since the order was paid for by gift card, $52.95 we have refunded it back to your account gift card balance and will be credited in 1-2 Hours. You can view your gift card balance and activity here:

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

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
My account has been refunded as requested and my complaint is now resolved. Thank you!
Initial Complaint
Date:11/11/2023
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 bought prime membership trial and applied discover card promotion credit ($30) to the Amazon order #***-4598751-1808200 to make it will be delivered on time as a birthday gift. However, the package got lost during the transit (from Amazon to ***** tracking number 9361289715324532990994).Amazon agrees to refund for the item but neither the prime member fee, nor the $30 promotion credit. I don't think I should be responsible for the loss caused by Amazon and want to get both the prime membership fee and $30 credit refunded. Or Amazon can deliver the item as a replacement without additional cost.
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.

I've reviewed the order and I see a refund was issued to your Discover Card on November 3, 2023 for $354.57.

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.

Since your order was partially paid for with points, a value of $0.01 has been refunded to your points balance.

As the order was paid for by gift card, $5.41 was refunded back to your account gift card balance.

You can view your gift card balance and activity here:

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

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

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

1-1808200

Order Total: $359.99
Total Refunds: $359.99

As for the $30 Discover card credits which were applied on the purchase, we won't be able to add the credits to your account. Any promotional credit or coupon applied on purchase are one-time use and non refundable.

Order has been refunded in full for the amount paid and in this case we are not able to take additional actions.

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: 11/13/2023

Complaint: 20858933

I am rejecting this response because:
I still have 2 concerns:
1. I didn't buy Amazon Prime membership until Amazon displayed the upsell page of Prime which told me that I can get my order delivered on 10/19 if I buy it. For this reason, I bought the 7-day Amazon Prime trial with the item in the order. But Amazon missed the advertised delivery date. Even worse, Amazon lost my package. I think I should get the full refund of the Amazon Prime trial because the service I bought doesn't work as it advertised.
2. I understand that Amazon cannot add the promotion credit back to my account. But please be honest with me, Amazon caused so much inconvenience to me and made me very embarrassed that I couldn't give the promised gift to my girlfriend. And Amazon claims "Amazon strives to be Earth's most customer-centric company". Should ***************************** me for my loss?

Sincerely,

*****************
Initial Complaint
Date:11/11/2023
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.
From Amazon.com I received a ********************* Game with a large hole in the upper right corner box (pictured). Via chat, I provided all the information to return the damaged item. There has never been issues before with this type of request. They stated that my account is under investigation for this return; in order for my return to be considered I need to submit a copy of my state issued drivers license because of "abnormal activity". While trying to ask more questions and very concerned about abnormal activity and no explanations, Amazon disconnected the chat. Then I called Amazon. I explained to them what happened and was put on hold. The person said she will attempt a return, but I need to provide personal information and a copy of my drivers license. I told her that I am not comfortable providing that information to an unknown source and find it unreasonable that I am expected to keep damaged items sent to me. She stated this is a new policy "maybe a couple days old" and they wont issue returns and refused to provide answers. I am now left with a product that is damaged and no way to return it even though I have all the receipts. Amazon is using concerning and aggressive language to strong arm me to provide personal/sensitive information. Identity theft is very concerning, they can't explain why they need it, there is nothing indicated on my account that there is an issue, and they told me that I may or may not receive the refund even if I provide it. I wont be sending a copy of my drivers license to a call center; who knows what else they will do with it. I am very concerned and want to report these business practices. This isn't disclosed when buying anything from Amazon, when questioned they can't explain why they need it or what they are going to do with it, they end chats and calls and they are using accusatory language as though I have done something wrong without any explanation to force me to provide my private information, that is unnecessary.
Business Response
Date: 11/15/2023
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.

I am sorry to hear about the issue you faced with the ********************** Game' received as a gift that was purchased on our website.

Upon reviewing, I see that while creating the return, refund was routed to the purchaser's payment card and hence, a refund worth $20.62 was successfully issued to the payment card of the purchaser.

In this case, kindly contact the purchaser regarding the refund as the refund is already added to the purchaser account and we don't have an option to process the refund twice.

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 11/16/2023

Complaint: 20858931

I am rejecting this response because:
Your email doesnt even begin to explain why I was treated the way I was. Is this in fact your new policy? Amazon sends a damaged product and then in order to either get a refund or replacement need to be accused of doing something wrong and be told multiple times that I am under investigation and to send private documents to a unknown source to be considered eligible for a return? To be completely honest, the items I have received from Amazon are in terrible condition a significant amount of time. I will not spend my money on items that have been sent to me with holes in the boxes, items that reek of smoke or toothpaste that isnt sealed, or even on childrens shoes that were sent in used condition. It is also unacceptable when I question the validity of what your employees are saying to me and for them to be rude, annoyed and disrespectful by then ending the chat without answering my questions and ******* me off the phone. Then leaving me no other avenues than to file a complaint with the BBB to get answers. Your email still provides NO answers.

I sent the item to the original purchaser to ensure their money wasnt wasted on an item that arrived damaged. They had to get involved when I was left without any options for resolution. It shouldnt be this difficult for Amazon to correct their mistake!

Sincerely,

***************************
Initial Complaint
Date:11/11/2023
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.
Amazon is refusing to refund me for items ive returned that are already in their possession because theyre mentioning suspicious activity on my account and requiring me to upload my drivers license or passport to their portal. I dont feel comfortable uploading and personal document as such to a portal for a company that has employees all over the world and puts my information at risk. Informed amazon of this and was told I have no other option and agent disconnected chat. They also refused to tell me what the suspicious activity was and wouldnt give me any further details. They received the item back October 24th and never informed me additional information was needed or that there is any suspicious activity until i reached out to them on November 10th when I was still not refunded. My amazon portal says my refund will come in 2-3 business days which is deceiving. I feel as if this is a shady business practice and when I asked the representative why I was not informed a identification document was necessary until I reached out about my refund still not being processed a month later a chat was disconnected and I was not helped further.
Business Response
Date: 11/12/2023
Hello Cambrei,

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.

It was concerning to hear about the way customer service has handled your concern.

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 we have received the replacement item return on October 24, 2023. As replacements are free of cost, I've requested a refund of $45.37 to your credit card on original order.

You'll see the refund on your **** statement in the next 3-5 business days. You'll also be able to see the refund request here:

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

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: 11/13/2023

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,

Cambrei *******
Initial Complaint
Date:11/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned this item 2 months ago and haven't received a refund despite filling out an incident report and being promised a refund over a month ago.
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.

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 understand that you're concerned about refund for returned product from order #***-7631790-8287413.

I've reviewed your account and I see an email was sent with subject "Your Amazon.com order" on "Saturday, November 11, 2023". I request you to please check your inbox for the correspondence.

Please complete the steps requested in that email for refund as we won't be able to take action till verification process is complete.

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

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

Customer Answer
Date: 11/13/2023

Complaint: 20858906

I am rejecting this response because:
The link that was sent to me in that email does not work. I'm unable to upload a picture of my license. They are going back on their word to process the refund after sending it back.
Sincerely,

***********************
Business Response
Date: 11/21/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding the order 112-7631790-8287413.We kindly request you to contact your card issuer again and re-dispute the transaction to be reimbursed.

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

*****
Customer Answer
Date: 11/23/2023

Complaint: 20858906

I am rejecting this response because:
I cannot dispute second time with my bank. If it's possible, I would gladly accept store credit.
Sincerely,

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

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