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.
21,480 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.
Returned an item a month ago and now Amazon is refusing to refund without me providing an ID. This is not in their refund Terms and contains personal information.
Business Response
Date: 11/13/2023
Hello Kat,

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 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. A second email was sent confirming your submission.

We do not request ID verification for returns or refund however the reason on why ID was requested was provided in email sent on Sunday, November 12, 2023 at 9:05 AM (PST) with Subject "A Message from Amazon ****************".

Please note, once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. 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

***********************************
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.
Amazon owes me a total of $1,093.58 for a money counter that I purchased. I returned the package to their warehouse because I received the incorrect item. The money counter they sent me was a different model and not in the condition described in the listing. The order number is #***-2815603-7775460. I returned the money counter, and the tracking number (UPS-1Z9E791X9044024728) shows it was delivered successfully to their warehouse on October 5th.As of November 12th, I have not received the refund. Initially, they told me I would be refunded within two weeks after the delivery date, which was supposed to be by October 19th. When I reached out again, another agent informed me it could take up to 60 days, which seems inconsistent. Today, on November 12th, when I sought an update, the chat representative informed me that I need to submit a form of ID for an investigation due to unusual activity on my account.I am not comfortable providing a copy of my government ID, as this seems unnecessary. My primary concern is getting my money back. Please assist in resolving this matter promptly.
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 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. 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: 11/14/2023

Complaint: 20859744

I am rejecting this response because:
I do not want to provide a government photo id in order for me to a get a refund for something I already returned
Sincerely,

***********************
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 made an online return and almost two months later I received a email saying my item was never returned and they charged my card again. The tracking on the item says return delivered on September 26th so I dont understand why they are charging my card for the item I had returned. I contacted support and they said the reason for this is because abnormal activity on my account and I asked them to elaborate and they did not. They then sent me a email saying I need to upload my drivers license in order to receive my refund yet they wont tell me what the abnormal activity was.
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 retro charge issue for the returned item.

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

As per the update from the returns team, an incorrect item was returned instead of the once which was delivered at the provided address and this the reason the system has automatically charged the refunded amount.

Unfortunately, we'll not be able to take any action in this matter from our end.

If there was any alternative for this, we would have surely helped.

I appreciate your understanding.

Regards,
Arun

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

Complaint: 20859743

I am rejecting this response because: this is false information. I remember I returned this item because they sent me the wrong size. I ordered a size 4 and I was sent a size 6. It is still the same item, just the incorrect size which is what you guys sent me! I shouldnt be responsible for this.

Sincerely,

***********************************
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 111-2786580-7818643 Shark ZU503AMZ Navigator Lift-Away Upright Vacuum with Self-Cleaning Brushroll, HEPA Filter, Swivel Steering, Upholstery ********** Crevice Tool, Perfect for *************Surface, Teal I ordered and returned this item October 17th and amazon recieved the item back October 19th but they emailed me saying they wont refund me until I provide an ID card. This is inappropriate Ive already send them back the item for weeks.
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 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 11, 2023. I request you to please check your inbox for the correspondence and we request you to submit your ID for verification.

Reason for ID request was mentioned in email sent on November 11, 2023. We need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

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

***********************************
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 June 19th 2023 I ordered an item. The item did not function properly and I requested a return. I returned the item on or around July 15th, well within the return window. Amazon claimed they never received it and would not be issuing credit. I paid $313.34 for the item and receive no credit with no effort on their part to help me resolve the issue. I asked them for help in providing the return tracking information since they provided the return label, but I receive no response. On September 13th 2023 I ordered a pair of automotive speakers. I opened the package and they were not what I was expecting. I immediately requested a return and returned the item well within the 30-day return window. After a couple weeks, I contacted Amazon because I had yet to receive my refund and they assured me the refund would be processed promptly. After a couple more weeks, I received an email from Amazon stating that what was returned was an older version of what they sent and they would not be issuing me a refund. I asked for clarification, pictures, or the item returned to me so I could investigate myself, with no response. This item was $710.37. After repeated attempts to get them to send the item back to me for inspection, nothing has happened. On October 1st 2023, I purchased and received a cable modem/router. Upon delivery and opening of the package, I discovered that it was not going to work for my application and I promptly requested a return and returned the item. After contacting Amazon about having not received a refund, they sent an email saying that the item they received back from me was not the same item sent and they would not be issuing a refund. They also inform me that they discarded the item I sent back to them, assuring me they would not be able to return it to me. I paid $216.51 for that item.Two of the items were sold by a third party. The speakers and the modem were paid for with my Amazon card, so I haven't tried to resolve that way.
Business Response
Date: 11/13/2023
Hello Skyler,

I'm Praveen 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 trouble you had with the order.

I've checked and see that the item was never scanned and processed at our returns center. This should have been investigated by the carrier. You have not contacted us after August 16, 2023 regarding the order.

Unfortunately its too late to take any action in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
**********************************;
Customer Answer
Date: 11/13/2023

Complaint: 20859676

I am rejecting this response because: when I tried to get help with this matter before it was "too late to take any action in this case", I got no help. What I wanted Amazon's help with was the tracking number THEY GENERATED so I could get help from the carrier. I never received that help. I never received any help. Regardless however, this is only one of three items Amazon has denied refunding after I sent the item back, and even denied sending two of the returned items back to me so I could investigate myself.

Sincerely,

*************************
Customer Answer
Date: 11/14/2023
It seems that Amazon simply ignored the 2nd and 3rd complaints which were included in my initial complaint statement. Amazon has acknowledged receiving the items but claim that the items receive were not what I received, which is patently untrue. All of that correspondence happened after the August date when we stopped communicating about the item in the first complaint. Just to clarify also, we stopped communicating about that because they absolutely refused to provide me with the tracking information that they generated and I used to ship that item back. We did not stop communicating because I gave up we stopped communicating because they refused to help. So again, I don't believe that they're declining getting two of the items back, but simply chose to ignore those items to maybe plead ignorance. I genuinely don't know, as that sounds relatively silly for a multi-billion dollar company to do.

Skyler

Customer Answer
Date: 11/14/2023
Amazon only responded to 1 of 3 issues, completely ignoring over $1000 worth of what amounts to theft.
Business Response
Date: 11/16/2023
Hello Skyler,

I'm Praveen 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 tracking number is issued by **** When you ship the item back, its processed by our returns center. Unfortunately in this case it isn't scanned by our returns center.

Only *** will be able to know where the item was delivered exactly. While now its too late to take any action as the return time is long passed and been very long since you contacted customer service.

We will not be able to issue refunds post return time. We wont get the option to issue refund.

I'm sorry once again for the inconvenience this has caused.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/16/2023

Complaint: 20859676

I am rejecting this response because: Once again, Amazon is completely ignoring the other two issues in my complaint and only addressing the one they can "not do anything about". I put that face and quotes because obviously I don't believe that, but putting that specific complaint aside for whatever reason, they have not even acknowledged the subsequent to complaints. Which seems pretty clear to me is completely on purpose. Because they know they're completely in the wrong. I want a full refund for ALL THREE of the items they've essentially stolen from me.

Sincerely,

*************************
Initial Complaint
Date:11/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a car bra through Amazon from a seller and the product is deffective and mal fitting. I've contacted both the seller and company and they will not give me any compensation. The seller requested photos and then argued with me, a claim was opened with Amazon's "A to Z" process and they still wont give me anything and have closed my claim. I'm being told by Amazon'd agents that I would get a full refund and even some of the supervisors but nobody wants to confess that they've said it. I spoken with a supervisor to have the calls pulled for reference and that still has not been done. ***** is a supervisor who informed me of the process but his word returned void, ***** told me that I would get a full refund and this has not happened, Ive been in communication with them since October 28th and now they're starting to lie and avoid the fact of me getting a refund. Pictures have been sent and then the seller offered to take the item back if I paid for shipping, take a 25% restocking fee off of my return and ship it in an expensive method with insurancr included. The story keeps changing; however, the attached photos show the product not fitting or designed like it was advertised. The seller asked for me to work with them and for a full refund, this w as done but not to their liking and they have not followed through, this is in black and white and shown in an attachment.Order number 113-8470258-0949067
Business Response
Date: 11/13/2023
Hello,

Thank you for taking the time to provide us with additional information regarding claim on order 113-8470258-0949067. Upon further review, we have decided to reverse our original decision and ***** the claim in customer favor. On this order, customer have now received a total refund of $79.49 back to their original payment method.
Sincerely,
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 as long as the refund is processed as stated.

Sincerely,
*****************************
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 was promised two refunds: $82.89 and $28.37. I was given neither. I have spent more than one hour this morning with ten (!) different reps on the chat, sent a screenshot of previous text, and they cannot/will not satisfy my query they merely pass me from one rep to the next.
Business Response
Date: 11/13/2023
Hello ******,

I'm Praveen 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 understand you are supposed to be issued refunds for the orders.

The email address provided in the complaint doesn't have an Amazon account. I would request you to please use the account email address and provide order numbers so that we can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
**********************************;
Customer Answer
Date: 11/13/2023
I responded to Amazon with correct email address
Customer Answer
Date: 11/18/2023
Despite sending all the relevant photos to Amazon of prior chats guaranteeing me that for one refund the item did not need to be returned, and for the other item they have promised an amount they did not refund, I am still receiving ridiculous emails from them telling me to send back the item and NOTHING regarding the other refund. They are stalling and feeding me nonsense. Please let me know what and when happens next as I am growing increasingly angry and tired of dealing with them.
Thank you.

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

I've checked and see that a full refund of $24.37 was issued for the tissues in the form of a gift card.

You might have already received an email regarding the same.

I hope the issue is already resolved.
Regarding the digital subscriptions :Our customer service team originally went through and processed a refund for the last charges on the subscriptions acorn TV, ESPN+, IFC Unlimited, and Topic. Based on the conversation you had with **************** after that point, I have refunded an additional 2 months of ESPN+, IFC Unlimited, and Topic and one additional month of Acorn TV.The refunds including what has already been done are as follows:Topic - $5.99 x3 IFC Unlimited - $5.99 x3 ESPN+ - $9.99 x3 ********** $6.99 x2 Please note that this is an exception to our policies and I would highly recommend setting up parental controls on your devices as we will not be able to refund any additional or future charges for subscriptions as per our policy.
We look forward to see you soon.

Regards,

Praveen M
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.
11/11/23 I contacted serveral people from Amazon phone and chat because the item they sent me is busted. I ws asked to provide them with my id which os not usually asked. They refuse to give me a refund on a busted item. I don't think it's right I need to provide my id now either.
Business Response
Date: 11/13/2023
Hello ********,

I'm Najam 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 sorry to learn that you received the item in that condition and that you were asked to provide a government issued Identity proof, in order to help with the refund.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

Please rest assured that any information you provided is handled according to our Privacy policy.

I can only suggest you to return the item for a full refund. I see that the return authorization was created on Sunday, November 12, 2023.

As soon as return is verified and processed, a full refund will be issued against the order.

For more information on Return policies, you can view our website Help page using this link:

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

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

Najam
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 was approved on the phone by Amazon customer service for a return of a kids game I received that was damaged upon arrival due to missing parts of the game. I sent the game back via label provided by Amazon and tracking shows item was received. Amazon has now kept the item and told me over the phone they are refusing to process my refund unless I give them unnecessary personal information like a passport or drivers license that contains picture of myself. Scammers!!!! Shame on you Amazon!!!!!
Business Response
Date: 11/14/2023
Hello ******,

I'm Najam 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 sorry to learn that you did not receive refund for an order #***-6275701-2949814. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorization was created on Sunday, October 15, 2023 and item was returned on November 7, 2023.

Once an item is returned, it can take up to 30 days to process the return and issue a refund.

As soon as return is verified and processed, a full refund will be issued against the order.

All returns do not necessarily take 30 days for processing and if a return is processed sooner a refund will be issued accordingly.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

For more information on Return policies, you can view our website Help page using this link:

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

Thank you for your patience and understanding.

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

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/14/2023

Complaint: 20859493

I am rejecting this response because:
Again untrue information. The item was received via tracking so I called to check on the refund. It wasnt until that point when you ALREADY HAD THE **** that you then sent me a threatening email stating you would not refund my money unless I give you more personal information about myself. I also spoke to customer service online where they stated they wanted a drivers license or passport to refund my money for the DAMAGED **** YOU SENT ME AND APPROVED FOR RETURN AND NOW ARE IN POSSESSION OF. Shame on you for your threat Amazon.
From your email to me:
What happens if I do not submit my ID document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order

Sincerely,

**************
Customer Answer
Date: 11/14/2023
I do not want my name posted on your website
Customer Answer
Date: 11/15/2023
This is the email they are sending me privately. Again they are telling you they are refunding my money but privately they are saying without additional private information they will not. Its a scam and I dont want my private information sent out to scammers!!!!!
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 placed 2 orders on Oct 25th, 2023 for delivery to an amazon locker. the delivery was late and i was advised i could obtain a refund since it was late. I was told i was unable to get a refund and had to wait for delivery then i could cancel. Once it was finally delivered on the 28th, i reached out to cancel the order and have it returned. I was told then i had to wait again until the 31st for it to be picked up from the locker. the 31st came around and it has never shown as delivered in my app, nor has it shown picked **. I called in the weekend of the 5th and was told it was being picked ** in 24 hrs and i would get a refund. Now it is the 12th and I've still not received the refund and I have been told still they will not push a refund but i can only take a gift card credit. I have talked to 20+ people at amazon and cannot get a refund on items i NEVER TOOK INTO MY POSSESSION.
Business Response
Date: 11/27/2023
Hello ****,

I'm Praveen 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 trouble you had with the order.

I am only able to issue refund to the gift card. If its acceptable, I can issue refund for both the orders which are not received by you to the gift card balance so that you can use it for future orders.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************

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