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.
21,601 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:11/11/2023
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.
On Saturday November 11, 2023 Amazon tried to charge my card $18.37 for a return I made in July I got an emails on it in October and I immediately called about it and told them that the product was returned to **** they said they would fix it, well they didnt.so they tried to charge my account the funds were not there so they tried to run the charge on another account the funds were not there, well both banks charged me NSF fees of $10.00 on one account and $5.00 on another account. I called and asked to talk to a manager her name was "******" and she said they had to go in and fix it manually then she said they would not help me with the $15.00 bank fees because amazon didn't charge me for that. right the bank did because of Amazon trying to charge my account $18.37 that is on amazon then I told her that I got a provisional credit because they screwed up again and I bought something that was allowed well the item was defected it was a ring doorbell, and you can't hear it. well, I paid for half and used the provision credit well i don't have a choice. Amazon automatically takes well since I had to return it I don't get a credit back there for Amazon didn't rectify the problem I called back and talked to ******* and then he told me that the box was empty on the return no it was not they need to check with *** but he told me I had to and hung up on me they are rude and disrespectful. they need to be accountable 2 people 2 stories.
Customer Answer
Date: 12/07/2023
the complaint on Amazon is not a duplicate, the 2 order numbers are.
#***-8755732-8269033
#***-1857465-1756268

This needs to be4 rectified, and I didn't receive an email from you on November 14, 2023, Sorry

Thank you.

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

Business Response
Date: 12/20/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order #***-8755732-8269033 regarding charge which is attempted on the order for the item you returned.

I understand that you got charged extra due to the charge requested which is not stopped.

In order to resolve, I can help you in getting the refund of $20 in the gift card as we don't have option to process refund to the card due to security reasons.

I request you to reply to this email with the confirmation, once we receive the confirmation I'll process the refund and confirm to you.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:11/11/2023
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.
Ok..I was supposed to get a package from Amazon on 11 that ordered 3 days earlier and 2 day shipping with prime.it just git scanned in in **** at6pm I live in ********.theu keep telling me it will arrive..customer service is terrible.i asked if they no how many states that is away ? They want me to wait 2 weeks for it to arrive.no it's not my fault I put on right addrres ..they shipped it to ****..that's 7 states away that's not my fault.at all.i should be refunded..not have to wait2 weeks
Customer Answer
Date: 11/14/2023
Found our from post office Amazon's making fake parcels like there shipped out when the haven't even left.i have the print out from usps..I pay monthly shipping prime member.and I'm not getting my service...who does stuff like this ??
Customer Answer
Date: 11/14/2023
Order # **********************
Customer Answer
Date: 11/14/2023
It keeps saying they tried to deleiverit and I wasn't home..false .just leave it in mailbox.nobodys got to be home...they scanned that in because it's not there .it's a fake parcel...this is Amazon's fault maybe in the barcode....but for sure fake Parcells..that's why it can't be delivered its not there....amazon owes me my prime monthly fee back and a refund..more than tha all the time iv had to spend at post office to figure this out..this is crazy..amazon need to launch a special investigation on who made fake parcels with my order...
Initial Complaint
Date:11/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has put on hold my account "because unusual payment activity" I add a new card to my account and make a purchase, I have sent a photo of my virtual card and my passport, and they're not yet unlock my access to my account for complete, I had this issue in the past where they put on hold my account, this it's very annoying I have provided the payment information they requested, and I also have done this process in the past, I want my account be full reinstate to the ability of making purchases again!
Business Response
Date: 11/13/2023
Hello *****,

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

I'm sorry for the trouble you've had with your account. I've reviewed the complaint and see no email address was provided. We only provide information and make changes when the request comes from the e-mail address associated with the 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:

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

We look forward to seeing you again soon.

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/11/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The driver left my package in another house! Had to walk all over the neighborhood at 7 pm to find out where it was!! Don't your drivers have a GPS??! Ridiculous
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 the delivery.

I've reviewed the order 111-5485880-0812229 and 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.

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:11/11/2023
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.
Today, I received a known expired product from Amazon(known due to the numerous reviews stating the product is expired). The product expired December of 2022, and again I received it today (placed the order this 11/8/23, received 11/11/23). I contacted Amazon online for a return, no returns allowed. I spent over an hour with customer service, for them to advise me they flagged my account for ALL future returns, and are required an ID to proceed with the return. Again, this is no fault of mine. My account has been in good standing. I tried to give them my ID, their website will not pull up on phone or laptop, nor with different web browsers. I then reconnect customer service, for them to tell me they escalated the issue, and I have to call THEM back in 3 business days to find out if I will get a return of my money/or even fix their issue of me not being able to provide my ID. This is a DISGUSTING was to treat customers, for a very well known issue. If I do not receive my money back, I will dispute this fraudulent charge through my bank. Please treat customers with more respect, when it is a widely known Amazon issue. I should not be trying to get back my $13.97, and spending over an hour on the phone with customer service,for them to do NOTHING. Please give me my money back, everything is tight.
Business Response
Date: 11/14/2023
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 'BIGOES | 6 Feet Long Meat Loops' purchased on our website.

Upon reviewing, I see that our internal team has already reviewed the details and requested you to provide a government issued ID proof for further review.

Please find below the correspondence email sent on November 11, 2023 at 3:52 PM (PST):

"Hello,Thank you for contacting us regarding your order 114-9232946-7814626.

Because we noticed abnormal activity on your account, 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.

How will you verify my identity?
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:
*************************************************************

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

What happens when I submit my ID document?
We will review your order and your account and verify your identity through one our third-party service providers. 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.

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 114-9232946-7814626. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

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

Himaja
Amazon.com
*****************************
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.
I purchased this item through Amazon July 23, 2021. This Strongway Garden Hose Cart has a 10 year warranty. The company acknowledges this. This item fell apart and is not repairable. I spoke to the company and was told they would issue a refund to me because they no longer carry this item. I was also told it take several days for the funds to reach my account. I called my bank and they told me that there were no refunds pending meaning that nothing was ever sent to my account. ******** requested I return the defective hose reel cart but I was responsible for shipping it to them. I shipped it to Northern Tool and **************************** which cost me $341.16 via **** September 13, 2023. Amazon said that they would reimburse me for the shipping once Northern acknowledged they received the item AND issued a refund. I have the shipping receipt (furnished below) and Northern acknowledged receiving the item. The money was supposed to be refunded to me through Amazon to my bank account from which it was purchased. I spoke with Amazon two or three times and was told they never received the refund from Northern. I spoke to Northern Tool and Equipment on two occasions, and was told they sent the funds back to Amazon. They told me that Amazon was withholding the funds. Below, Ive sent the information to you regarding this item. ******** has been giving me the runaround by telling me they sent the money back to Amazon. I no longer want the item or anything to do with this company. I just want my refund. Please let me know what else I can do. This is very frustrating. I feel that Northern Tool and Equipment was surprised that I shipped the item, as they requested, because of the high shipping fee.
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 'Strongway Garden Hose Reel Cart - Holds 5/8in. x 400ft. Hose' purchased on our website.

Upon reviewing, I see that the order was placed on our website on July 23, 2021 with "Northern Tool + Equipment", a seller on our website.

Due to the amount of time lapsed on the order, the order is no longer eligible to file a A-to-Z Guarantee for a refund.

You can e-mail the seller using our Buyer-************************ and ask them to refund the return shipping fees or the item. Be sure to include a scanned copy of the receipt for your return shipping charges.

You can find instructions on how to email the seller here:
www.amazon.com/gp/help/customer/display.html/?nodeId=*********

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

Himaja
Amazon.com
*****************************
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.
Order date: Oct 11, 2023 Order # ***-1733841-8734667 Order total: $205.30 I did not like the performance of the item and decided to return it. Return was picked up by *** on Oct 13. Amazon received the return on Oct 17. Estimated time for return was showing as November 8th, come that date and nothing. Check again and it was moved to November 10, Come that date and nothing and no estimated time for refund. Reached out to Amazon and they are demanding an ID to confirm my identity to get my refund or I forfeit it. So they take the money and keep the item I send back. Not sure how they can do that. This refund is on the same account and original payment method that it was purchased on. They have all the information they need for refund.
Business Response
Date: 11/14/2023
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 your 'Apple Airpods' purchased on our website.

I've reviewed the details and see that out internal team has reviewed your concern and requested you to provide a valid government-issued identity document for further review.

Please find below the correspondence email sent to you on November 11, 2023 at 1:11 PM (PST):

"Hello,

Thank you for contacting us regarding your order 112-1733841-8734667.

Because we noticed abnormal activity on your account, 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.

How will you verify my identity?
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:
*************************************************************

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

What happens when I submit my ID document?
We will review your order and your account and verify your identity through one our third-party service providers. 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.

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 112-1733841-8734667. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

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

Regards,

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

Complaint: 20858471

I am rejecting this response because:
You are not a government business and I don't feel comfortable providing an ID. When you go to a store and return the item with receipt and on credit card that it was purchased on, there is no need to provide an ID.
This item was purchased from same account and credit card that return is going back to, so there is nothing to identify. Either give me the refund or return the item I purchased back to me.

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.
On October 23 I ordered a laptop for my granddaughter to go to college with. So they said it would be delivered in three to four days. On the October 28 I get a call from the Amazon delivery guy he says Im at your house but no one is home I said Im at work and dont get off until 10pm. He asked me if he could leave it on the porch I said yes, but when I got home nothing was there he never sent me a picture like they normally do when they deliver something and I have cameras all around my house I checked I never saw any Amazon truck that week around my house. So I contacted Amazon they told me to get a police report and I did and their still giving me the run around.
Business Response
Date: 12/10/2023
Hello ***************************,

I am ******* 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've reviewed your email regarding your issue with order #***-2342171-2773803.

Upon reviewing I see that this charge for this order was disputed and it got chargeback, in this case, if you check your emails we sent out one regarding the charge being disputed for this order.

In this case, to get this resolved for you, you would need to reply to that email sent by our team on Sunday, November 19, 2023 at 8:39 AM (PST) with the subject line: Charge Disputed for Amazon.com Order ***-2342171-2773803.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************
Initial Complaint
Date:11/11/2023
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.
Amazon advertised to have an item delivered to me on 11/11/2023. As of 5:00pm CST, the item has not been delivered. When attempting to determine tracking of the item, I was informed it was due to the carrier delaying the shipment in transit. When I searched for the item on the carrier's website, it indicated that they never received the item from Amazon. Amazon has failed to meet the advertised item delivery time, and has refused compensation, or alternate resolution.
Business Response
Date: 11/15/2023
Hello ****,

I'm Pampati 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 there was a delay with the delivery on one of your order . It is certainly not what we expect our customers to go through.

We'll look into this issue and ensure that this doesn't repeat .

As this order is delivered successfully , we're unable to issue refund .

We appreciate 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,
*******
Amazon.com
***********************************
Customer Answer
Date: 11/15/2023

Complaint: 20858422

I am rejecting this response because:
I do not believe for a moment that this will be looked into and ensured it doesn't repeat. Amazon has made it a point to not deliver products in their advertised timeframe to me.

Examples are orders 112-1261966-6256266, 112-4028706-0356201, and 112-0277017-6065039. Each of which had refunds issued due to Amazon's negligence, so saying you can't issue a refund is untruthful, and blatantly misleading.

Your assertion that this order was delivered successfully is also misleading, as it was NOT delivered by the advertised timeframe (please see attachments in BBB complaint), therefore unsuccessful.

The item is listed as being shipped by Amazon, so Amazon is in complete control of their own logistics. As such, this failure to deliver in the advertised timeframe, is the complete fault of Amazon.

I am expecting a refund of the product, and for my Prime membership fee for this month, as Amazon has not fulfilled the terms of the service I have paid for.

Sincerely,

***********************
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 have been a customer of ********************** for four years now in the last four years that weve been purchasing my wife and I items from Amazon they never follow the directions. In the last four years of having Amazon, the drivers have only delivered to the right location four times. When I call and I do complain, they dont do anything about it today they did the same thing again they did not follow my directions whatsoever. My wife and I moved a month and before that we had prime membership and we canceled it because the drivers dont follow directions, so when we complain to customer service, they brush it off they dont do anything about it. Ive had phone calls with Amazon and they promise the world but they dont do anything its the same thing, so with us spending money on items I expect Amazon drivers to deliver it to the right location and follow my directions. I would them to look at all my previous complaints about all the drivers which they do have in the system. I would like to say this we got rid of prime because were not gonna pay money for the drivers that are not gonna follow **************. We would like to continue to purchase from Amazon because we like their products but if theyre going to continue to provide lousy service with their drivers, even our neighbors have said the same thing to us here into *************. We dont trust Amazon. my wife and I have another order that we spent over $100 on and we are both concerned that Amazon is not gonna do anything about it. My wife and I were out and when I got the notification that they delivered the last two items I looked at the picture and it wasnt in the right place and I know these drivers did not follow my instructions so I didnt go back and take a look so couldve walked away with our items. We are getting sick and tired of Amazon incompetent drivers. We want something done about it.
Business Response
Date: 11/15/2023
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'm sorry to learn about the problem with the delivery of your orders. It is certainly not what we expect our customers to go through.

I request you to include in your response, atleast 3 order numbers that were delivered to same address and delivery instructions were not followed.

It will help our Logistics team to investigate the deliveries and work on a resolution.

We appreciate 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,
*******
Amazon.com
***********************************
Customer Answer
Date: 11/15/2023

Complaint: 20858421

I am rejecting this response because: They are not looking Through all my past history of having Amazon at this prior address, which is Also, I was at ****************************************************************************. I asked them to go through all my Purchases I had in the last few years prior to this new address and they havent done it so Im very angry that Amazon is trying to brush it under the rug. If they go to my past history, they will see all the complaints Ive complained about the drivers look at everything I have ordered and they will see all their poor drivers messing up my orders

Sincerely,

Reverend *********************
Customer Answer
Date: 11/15/2023
To whom it may concern at the Better Business Bureau and also Amazon. I have been a customer of ********************** for at least four years now as of October one of this year. My wife and I moved into a new location which we are at now ****************. 41D in ***************** prior to that we are at ***********************apartment two in *******, ** ***** I have been at this location for the last three years prior to my new address. If Amazon would look at my history of all my purchases that Ive made in the last three years, they will see that I have called in on many different times to complain about the drivers that are s******* up the orders. Also, they tell me theyre going to file a complaint against the driver and nothing is done about it. Its still keeps happening, so Im requesting the Amazon will go through my history in the last three years and see about all my complaints, Amazon directly about their drivers .
Customer Answer
Date: 11/15/2023
I dont understand why the Better Business Bureau, including Amazon is not looking at all my history through the company which I have requested from Amazon to do it doesnt make any sense because this has been a constant issue with them for three years and they have every single one of my complaints that Ive spoken To customer service when I called them everything has been marked down through their system so I dont understand why you folks are closing this when Im asking for an investigation of Amazon for the last three years

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