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

59,742 total complaints in the last 3 years.
21,522 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 have 5 items that I sent back via *** to Amazon. They are now telling me they didnt receive the items and have charged my account again. I called and they told me the items did return to Amazon but never got scanned in. They then told me they would refund me. She transferred me to another agent who said in order to confirm my identity they need a copy of my drivers license. I am not comfortable sending this to them and have never had to before. After reading online, it appears this has happened to others also.
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've reviewed the order and you were retro charged for Womens Summer Color Block Striped. I see our team has taken necessary actions on your account and sent you email correspondence on your registered email address on November 11, 2023. I request you to please check your inbox for the correspondence and submit your ID for verification so our team can assist your further with refund.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome.Our team will further assist you with refund. You can contact our **************** team after 3 business days of receiving this message. To do so, go to "Amazon ****************":
*****************************************

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.
I accidentally ordered amazon prime in september (my husband already has it) I reluctantly paid the bill and cancelled my subscription. Then on October 30 I again was charged $14.99 for amazon prime. I called amazon to refund my money and they said that they would not refund the money because I had used prime on an order delivery already. I had cancelled my subscription and had not ordered prime. I would like a refund
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 and I see that Prime was cancelled on September 28, 2023 and refunded, however you have resubscribed to prime monthly on same date.

Sign Up Location: Prime Video
Sign Up *************** TV
Status: Active
Since September 28, 2023
Prime Benefit Usage: Used : Items Shipped with Free Expedited Shipping - 5
Prime Video benefit: Used

Since benefits were used we won't be able to process refund for your prime subscription.

If you wish to cancel your membership, please visit the membership cancellation page:

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

More information about Amazon Prime, including membership Terms & Conditions, can be found on our Help pages:

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

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.
WE purchased a printer (Order # ***-9653727-1064269 ) which was supposed to be new. We received something that was VERY used and would not work. We returned and it has been a nightmare. Amazon has been in possession of the printer for over 10 days and won't refund us. We have been told through customer service they were processing an immediate refund (on 11/12 at 1:30 CST) but they never did. When we called back, customer service was horribly rude. We need this money to purchase what we were originally supposed to get.
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 refund on the order 111-9653727-1064269. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on November 12, 2023 for $288.67. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:11/12/2023
Type:Billing 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 hope this message finds you well. I am writing to express my deep dissatisfaction and frustration regarding an unfortunate incident that occurred on November 3rd, 2023, related to my Amazon account.On that date, I made a purchase of two phones totaling $400, using gift cards. Subsequently, I received only one of the phones, and to my dismay, my Amazon account was inexplicably locked. Following this, I was informed by Amazon's customer service that I needed to provide receipts or proof of purchase for the gift cards used in the transaction.I promptly complied with this request, explaining that one of the gift cards was a generous gift from my sister, supported by a receipt and her credit card statement confirming the purchase. The other $100 gift card was personally bought at a 7-Eleven store, and I provided the relevant proof of purchase.Despite my cooperation, Amazon proceeded to lock my account permanently, offering no clear explanation for the suspension and taking away the remaining balance on the gift cards. This has left me in a state of confusion and distress, as I am unaware of any wrongdoing on my part that could warrant such severe action.I kindly request a thorough review of my case, along with a detailed explanation for the account suspension. Moreover, I urge Amazon to reconsider its decision regarding the confiscation of the gift card balances, especially considering the provided evidence of legitimate acquisition.I believe in fair and transparent business practices, and I trust that Amazon values its customers' satisfaction. I am hopeful that this matter can be resolved promptly, and I can regain access to my account along with the remaining gift card balance.Thank you for your attention to this issue.
Customer Answer
Date: 11/15/2023
Iv called in now every 2 days to try to get ahold.of someone that can help me.here and they always give me the runaround iv waisted 45 mins today to get this resolved they told me.today to call back ask for account supervisor so I said what do I say when I call back A name for me to say eh that I need to talk to an account specialist that my account is locked and I have some concerns about that. And then my account is locked. So I called back into that. And they told me they can't transfer to account specialists because they don't have telephone telephone to receive phone calls. It seems like they're telling me something different. I was g on my call like this whole thing is over.
I mean producing 2 phones with gift cards, 2 gift cards.
It is ridiculous.
Business Response
Date: 12/07/2023
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.

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 on December 5, 2023. I request you to please check your inbox for the correspondence.

If you still have issue with accessing 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: 12/19/2023
Dear ************,

Thank you for your recent communication regarding the closure of my complaint (Case ID: ********* against Amazon.com. I understand that the complaint has been closed due to a lack of response from my end.

I appreciate your diligence in keeping me informed. However, I would like to clarify that I did receive a response from Amazon.com, acknowledging the complaint and outlining the actions taken to address my concerns. While the resolution steps were explained, my dissatisfaction with the prolonged resolution process was also expressed.

Despite the closure of this case, I would like to emphasize that the issue is not fully resolved to my satisfaction. I will continue to assess the situation and may provide additional updates or reopen the case if necessary.

Thank you for your ongoing support, and I will keep you informed of any developments.

Best regards,
*************************
Customer Answer
Date: 12/19/2023
Dear ************,

Thank you for your recent communication regarding the closure of my complaint (Case ID: ********* against Amazon.com. I understand that the complaint has been closed due to a lack of response from my end.

I appreciate your diligence in keeping me informed. However, I would like to clarify that I did receive a response from Amazon.com, acknowledging the complaint and outlining the actions taken to address my concerns. While the resolution steps were explained, my dissatisfaction with the prolonged resolution process was also expressed.

Despite the closure of this case, I would like to emphasize that the issue is not fully resolved to my satisfaction. I will continue to assess the situation and may provide additional updates or reopen the case if necessary.

Thank you for your ongoing support, and I will keep you informed of any developments.

Best regards,
*************************
Customer Answer
Date: 12/19/2023

Hello *******,Thank you for your response and efforts in resolving my account issue. I would like also say While I appreciate the reinstatement of my account and the refund, I want to express my dissatisfaction with the prolonged resolution process. It took several months and over 10 hours of calls and texts to figure out how to get my money back. Although the matter is now resolved, the extended duration and significant time investment have been inconvenient.I understand the importance of account security, but the additional verification process also contributed to the overall frustration. I believe there should be a more streamlined and efficient system in place to handle such issues promptly.I hope you consider this feedback to enhance your customer support procedures. Despite these challenges, I look forward to a smoother experience with Amazon in the future.Best regards, ******
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,

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

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