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.
21,484 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:Order 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.
Amazon refuses not to ship my packages via the *** so I do not receive my orders Its not acceptable that to receive my orders I have to send them to another address
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.

Im very sorry to know about the delivery experiences youve had with **** While we don't have much control on the carrier's method of delivery or their service, we do have other actions that we can take, should the carrier's delivery issues become frequent.

I've submitted a request from my end to depriortize the *** carrier. We don't have the ability to remove carriers entirely, and it can take up to three weeks for this change to take effect.

Giving priority to other carriers doesn't guarantee that this carrier won't be chosen in the future, as some delivery methods are only assigned to **** This change is specific for a particular shipping address. If you send items to a different shipping address, the carrier might be chosen to deliver the package.

Please note that making changes to your address on file, such as adding a new phone number or updating the name, will result in the priority lowering request being deleted.

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: 20859957

I am rejecting this response because:
That should have already been filed a month ago when this issue happened and no one did anything or cares about the issue
Sincerely,

***************************
Initial Complaint
Date:11/12/2023
Type:Order 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 ordered an air purifier and received a used air purifier that was not the one we ordered. I tried to get a refund and send the item back. Amazon is demanding I send in our ID before getting a refund. This is illegal and I feel very uncomfortable sending in our IDs as that has nothing to do with our refund. Amazon has enough of our information already. This is illegal and ridiculous.
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 incorrect item received.

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

I've checked and see that there is no return initiated from your end as the return is already created for the item.

Once the return is received, the returns team will investigate and assist you further.

Also, 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.

I would request you to provide the requested details to the team for further investigation and assistance.

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:
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.
Sent my product back and the information screen says to contact Amazon about getting a refund. Contacted Amazon they told me to wait until November 1. Contacted Amazon November 2 and was told to verify information sent them all information needed, and was told Id have my refund in 2-3 days. Over a week and numerous times asking where my refund is, I contacted chat and the said I need my ID due to suspicious activity on my account. I asked what the suspicious activity was and the associate ended the chat. *** spent over ten hours trying to get my refund and still havent gotten my refund.
Business Response
Date: 11/13/2023
Hello Heather,

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 am sorry about the way customer service has handled your concern. I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

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 and submit your ID for verification so our team can assist your further with refund.

Please note that due to proprietary nature of business, we won't be able to share the details of investigation methods and I'm unable to offer additional insight on this matter.

Once you submit your information, it can take up to 3 business days for us to finish our investigation. 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 ****************":
*****************************************

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: 11/19/2023

Complaint: 20859940

I am rejecting this response because:
theu have not refunded my money I have done all the necessary steps they have asked for and still havent gotten my money back I even sent them the original tracking slip to and receipt from the drop off. I should have gotten my money back by now. I keep having to deal with customer service representatives who tell end the conversations. Which is not right I have plenty of screenshots from instances like this.
Sincerely,

Heather ***
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.
They are requesting an id which is in violation of my rights as a consumer for a product I returned over a month ago they are holding my money hostage at this point and are threatening me saying I will not get my money back unless I upload an id I do not want my personal information like my id number out on the worldwide web and they get there product back over a month ago brand new I didnt even open the product I would like my money back without being threatened to upload an id
Business Response
Date: 11/14/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 113-5151414-8811458.
After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
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 ordered 2 mobility scooters on 10/16/2023. Item # ***-7322259-7949838 I was notified by Amazon on 10/29/2023 that my order had been canceled and should expect a full refund within 4-5 hours in the form of a gift card. On 10/31/2023 I emailed back that I had not received my refund yet and requested status. I received an automated email that someone would be in touch with me within 6 hours. I did talk with a gentleman (did not get his name) and he followed up with an email stating "Upon checking the details i see that the order was placed with a third party seller on Amazon. These kinds of orders works a bit different. I've checked and see that refund was issued however it was cancelled. There is no need to worry to make things right for you I have submitted a request for the refund to seller department .I just wanted to let you know they will write back in ***** hours with the refund details." On 11/1/2023 I received another email stating "'I'd really like to help you with the this. But in order to provide you with an accurate resolution we need to be in a live medium. This is because we need know further information from you in related to this and if we resolve this via email, it will take too much time. And I don't want you to trouble with that. If we're live then we troubleshoot this in real time and resolve this issue very quickly to meet your satisfaction. "I contacted an Amazon representative on 11/1/2023 via phone as requested and was informed that it would take between 48 - 96 hours to resolve and that they would put money into my account.On 11/8/2023, I again contacted Amazon via phone and was told that because it was a third party it had to go to a different office but the money would be in my account within ***** hours.On 11/12/2023, again contacted Amazon (******) and was told it would take an additional 3-5 days for follow-up escalation. Was told that they had sent money to wrong account. Requested email confirming this discussion.
Business Response
Date: 01/21/2024
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 apologize for the inconvenience that you've experienced in this case.

To help you with the order refund, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and sent you email correspondence on your registered email address on January 12, ****. I request you to please check your inbox for the correspondence.

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.
on October 11th I ordered from amazon.com ****** ***** underwear and a oral b toothbrush. The underwear were not my correct size and toothbrush box was already opened. They stated the items were available for return within 30 days and I would receive a refund within 2 weeks of shipping them back. They did not meet this criteria and they are refusing to refund me unless i send my drivers license which I am not comfortable doing. Sighting abnormal activity. I spend 1000's a year on amazon.com The order # is 114-6306369-0529033. The underwear were ***** and the toothbrush was *****
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 114-6306369-0529033.
After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
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 ordered a product (Uniden R8 Radar detector) from Amazon.com on Aug 24th 2023 (order #***-0614362-6152200) & paid $754 (incl taxes). Amazon delivered an incorrect product (Uniden R3) which was priced at around $300. I immediately contacted Amazon customer care & notified them of their mistake. I was asked to return the product & assured they'll issue a refund immediately after they recieve the incorrect product. On returning the ************* 25th itself, I was then told I have returned an R3 instead of R8 - and they'll not issue a refund. I contacted Amazon Immediately & initially was told it was a mistake on Amazon's end & they said they'll correct it. But after a while nothing happened. I started following up again many times asking for a detailed ************************** & their response was same as before. I asked for en escalation to a specialist to & still got the same response that i have returned an incorrect ************** can neither issue a refund nor return the returned product, despite me explaining everytime that Amazon sent me the wrong product in the first place. This event has caused me to severly loose trust on all online deliveries ********** of **************
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 issues with the Order ID: *******************.

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

Upon checking with the appropriate team, they've confirmed that an exact item ordered was delivered and an incorrect/used item was returned instead.

Unfortunately, they'll not be able to process the refund for incorrect returns until the original item is returned.

Also, I see that the same information was provided earlier as well.

I appreciate your understanding in this case.

Regards,
Arun

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.
Yesterday, I was with my grandmother to buy Christmas presents online for her. She is older and doesnt know how to order stuff online so I insisted to help. I added her card to the Amazon account, (never used on Amazon before) and bought her first gift. Minutes later, my Amazon account was put on hold. It asked for billing statement and card pictures. I submitted the information and didnt get a response until the morning. They stated this card has been on another Amazon account that was closed because the card issuer made disputes on transactions. Note that she never used this card on Amazon before. I contacted Amazon to remove the card and reinstate my account but they said I was banned from Amazon for life and I was not allowed to use it again.
Business Response
Date: 12/27/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address.
Sincerely,
****
Amazon.com
Initial Complaint
Date:11/12/2023
Type:Customer Service 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 been trying to reset my password on Amazon Prime. I have tried multiple ways to setup my login and password with NO success. I am retired/bipolar/disabled. Due to my health conditions, I am having an extremely difficult time trying to get my password reset (at least for the past 3-4 hours). I have NOT been successful at properly logging into their website (surely, I am NOT the only person that has has a disability). Amazon's new methods of logging in is keeping me from logging in (and buying their merchandise).I suffer from bipolar and retired on disability. I hope you can address these issues so the disabled people can enjoy your products and movies. For me right now, I have placed my last order from Amazon! I hope you reconsider those who have disabilities!
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 password reset. It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

Upon review, we see you've successfully reset the password on November 12,2023. I've shared your experience, as a feedback to relevant team for their consideration, so that we can work towards simplifying password reset process for disabled community.

We appreciate your time and patience in this regard.

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: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 want to clarify Prime membership charges. **************** has been unwilling to answer these simple questions by saying I need to transfer you to another person.Ive gone through numerous associates and no one is willing to help.
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 prime charges.

Upon review, we do not see prime subscription active on your account. If you are being charged for prime and video, kindly help us with the charge ID or order ID related to the subscription, so that we can review help you further.

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

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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