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

59,759 total complaints in the last 3 years.
21,474 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:11/09/2023
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 refuses to refund me or cooperate with me knowing that the carrier stole my order. They refuse to reverse the ************* refuse to help me out with the carrier or with the issue. I want them to cancel my prime ************** want every cent refunded for all of the **************** stolen.
Customer Answer
Date: 11/09/2023
*** HAS FREELY ADMITTED TO DISPOSING OF THE EMPTY CONTAINER
Business Response
Date: 11/10/2023
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 113-8631017-2129056.
I've forwarded the details to concerned team to determine what went wrong. Kindly, allow us till November 15, 2023 and if there is no update on refund please do contact us back, so that we can review the order and help you further.

Upon review, we see you've already paid for prime subscription for the period of November 03, 2023 - December 03, 2023, hence it is best we request you to keep it active, as we are unable to refund it at this moment.

To compensate for the delay, I've issued a $5 promotional credit to your account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com.

You will not see the credit on your account but you will see the credit applied to your account on eligible order sold and shipped by Amazon at the checkout page under the head "promotions applied". The items "sold and shipped by Amazon" can be found on the website and it will written under the item price.

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:11/09/2023
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.
Vivtone hearing aid purchase on sept 9 2023 via Amazon. Left hearing aid stopped working in October 2023. Nov 6, ******************************************************** unable to replace but will refund the amount, attached chat page, never explained of restocking fee involved with this refund. On Amazon, 30 days window period and 1 year warranty listed. Nov 9th 2023, spoke to Amazon customer service ***** and his supervisor **** to request help with refund, was told restocking fee refund option not available to them. Please help me get the refund so I can purchase new hearing Aid for my Dad.
Business Response
Date: 11/10/2023
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 about the problem with refund for your order ending in 5449.

The return window for this order expired on October 10, 2023 and return was made later in November. Hence, a restocking fee was deducted from the refund and cannot be re-issued.

As a goodwill gesture and to resolve this for you, I can issue a $49.80 gift card to your account as soon as I receive confirmation from your.

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
***********************************
Initial Complaint
Date:11/09/2023
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.
My account was closed down for being 'directly linked to other accounts that had been closed for violating terms and conditions of use'. The thing is I do not and have never had other amazon accounts. I have not been offered any other explanation when I inform them of this. My account has ********************** content that I purchase which I am unable to access.
Business Response
Date: 12/20/2023
Hello,
We have reinstated this customers buyer account.
We sent an email to the customers registered email address on 21st December 2023 confirming account reinstatement.
Sincerely,
********
Amazon.com
Initial Complaint
Date:11/09/2023
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.
Problem: returned Apple Watch, havent received refund, and now being charged interest on Amazon credit card Item Ordered: Apple Watch Series 8 (41mm)Date Ordered: 16 September 2023 Date Received: 28 September 2023 Cost: ****** USD + **** USD (interest)Date Returned: 17 October 2023 Desired Resolution: adjustment of charges Name: ************************* (spouse)Details: Ordered Apple Watch, and did not like it. Since we are overseas for the military, returning items isnt easy or free. We took the item to **** on base, and had to PAY out of pocket to even return the item. Used the address on the shipping label, filled out a customs form, and mailed it. Notably, on the customs from it did state that mailing items with lithium batteries is prohibited (but since it was a new item, they didnt see a problem with it). I waited about 10 days and heard nothing so I reached out to customer service as the minimum payment on my Amazon Store credit card was almost due. The representative I messaged assured me that the item was received and a refund would be reflective in 3-5 business days. Here we are almost a month later and nothing has happened. Reached out again and apparently Amazon never received the item. I dont know what the problem is but frankly it shouldnt be my problem anymore. **** is an approved courier from Amazon so wherever this item is should be between them. I dont know what type of money they think I have, but I cannot afford on a military salary to pay $300+ and acquire interest on an item I do not even have anymore because I returned it to them. This situation is not only majorly inconvenient and financially straining, it is also causing my family and I unnecessary stress. I em extremely dissatisfied with Amazon and would like this situation resolved immediately. Upon resolution, I expect all interest accrued on my Amazon Store Card to be refunded in addition to the item. I hope a resolution can be met and I can return to being a happy customer of **********************.
Business Response
Date: 11/10/2023
Hello ******,

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

It's concerning to hear about the trouble you've had with the refund and charges for your returned order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Could you please write back to us with the order ID so that I can assist you further with this?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 11/10/2023
Order number is
112-1231372-1432246
Business Response
Date: 11/20/2023
Hello,

I'm Srilaxmi 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 about the problem with your order ending with 2246.

Upon reviewing, I see that the return authorization was created on Tuesday, October 10, 2023 and item was returned on October 17, 2023.

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

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

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

On checking details , I see the refund is initiated successfully on Monday, November 13, *************************** 3-5 business days to your card/ account .

Since the item is refunded as per our return policies , we're unable to refund any additional charges made by your bank .

Once again, we apologize for the inconvenience and frustration this situation has caused you.

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
***********************************
Initial Complaint
Date:11/09/2023
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.
Hello I have been having ongoing issues with Amazon not fulfilling, my order that I have paid for I have contacted them multiple times asking them to send my order as I have not received it, and they keep giving me every excuse not to send it to me requesting I get a police report filed when the police will not file a report as the items were not taken from my property . The items were not placed in the packaging before it left their facility or lost in transit . All I am requesting is they fulfill their end and send me the merchandise I paid for. Valued at $116.94 before tax the items are Sentry seven way worm x medication I purchased two orders 113-4072926-2113844 Order number Sep 2, 2023 Date ordered I was told that I would be refunded, and then I was emailed and told I needed to speak to an officer to get a theft report. When I spoke to Officer ******* 09/12/2023 of the ******************************** I was told being that the items were not taken from my property they could not do anything, but would validate they spoke to us I contacted Amazon to let them know, and I have yet to receive a refund or my products. I no longer have the card they charged I just want the products . When I called Amazon 11 08- 2023 my concerns were handled very aggressively. I was shut down every time I requested where my items were they were hostile unhelpful, and even when is far is hanging up on me, I feel I have no other choice than to contact you and let you know theyre poor business ethics in hopes, you can reach a resolution.I have included the email they told me they would refund me as well as the items bought and the last email they sent refusing to make this issue right. Thank you for your time. Sincerely, *********************.
Business Response
Date: 11/30/2023
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 hear about the trouble you've had with Order ID: *******************.

I've been working closely with the relevant department to look into this for you. Upon review, they found that a valid police report was requested, but that one was not provided within the 60-day time frame.

Hence, we are unable to issue either a refund or a replacement for this order.

I apologize for the inconvenience this has caused. Thank you for your understanding.
Regards,
Priyanka
Amazon.com
*****************************
Initial Complaint
Date:11/09/2023
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.
Dear ***/***** I have redeem a $500 gift card on 6th Nov, but when I check my account on 7th Nov, this $500 was in pending and on hold. And I can`t use it. I didn`t know why. May I attach the purchase receipt and gift card image for your review, and may you please release the balance? Thank you very much.My account email: ************************* Account name: ************************* regards,BIAN
Customer Answer
Date: 11/09/2023
Dear ********** ***************************** have released gift card for me, all problem solved. So I'd like to withdraw this complaint. Thank you very much.
Best regards,
BIAN
Initial Complaint
Date:11/09/2023
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 had ordered an item through Prime that was to some on Sunday November 5, 2023. It never came. I went to Amazon Chat and they said give it 2 days to NOvember 7 and it would arrive but told me if it did not arrive on November 7 they would issue a refund. On November 7, it still did not come I went back to the chat and told them this and they still did not issue a refund to me. They said give it another day and come back on the 8th if it did not arrive. On November 8, the Item said it was Delivered to me, but I did not get it. It was nowhere to be found. So again I went to the chat and I told them that it stated it was delivered but I did not have the item. The first associate said to file an incident report which I said ok to. The incident report stated that they would reply to it within 6 hours. Almost 8 hours later I went back to chat to tell them nobody replied to the incident report of my item that stated it was Delivered but I did not receive, they had to transfer my chat to another team, which was fine except once they transferred it, nobody replied so I was sitting with an empty chat open that just kept saying 'getting help' so I closed the chat and opened another one. The next person did the same thing said they had to transfer me and again, It stated "Getting Help" but nobody replied. Then it happened a third time. So here I am with an item I did not recieve that says Delivered, I filled out the incident report with no reply, Nobody is giving me the refund due to me and nobody is responding to me in chat in regards to this. They cannot hold my money for an Item I do not have and this is in the Amazon A-Z Guarantee! I did not receive the item, I need my refund for it.
Business Response
Date: 11/09/2023
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.

The e-mail address you contacted us with doesn't have an order matching what you described. There are no orders purchased on November 5, 2023.

Please write back with Order ID, product name so we can review and assist you further.

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: 11/09/2023
this has been resolved thank you
Initial Complaint
Date:11/09/2023
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.
Payment was declined for an order on 11/8. Called my credit card company and they said the three digit code was entered incorrectly. I tried to correct the error on the mobile app from Amazon, but was not sure if I did it correctly. So I called Amazon customer service. The representative would not help me until I verified my account (which I understand). The problem was I had to receive an email, click approve, log into my Amazon account on the web browser only, and then approve to verify my account. This is a struggle and undue hardship on those of us without access to the internet. In addition there is no accommodation for mobile app users (like me) who are already logged in and can verify that way. The representative, ****, refused to give me a manager or even a representative sitting next to her stating I had to go through the ridiculous process of verification in order for her to get me another person. At this point ** not talking to the new representative/manager about my account, but rather the terrible verification process and how to fix it. There should be no need to verify if I am not talking about a specific account. Its apparent that Amazon is trying to keep its customers from being able to speak to human beings and abolish customer service altogether.
Business Response
Date: 11/10/2023
Hello Victoria,

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 sincerely apologize for the inconvenience caused. Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed the order and I see payment for order 112-4322906-8522634 has been updated successfully and we were able to authorize your card.

Package will be shipped out soon and items will be delivered by Saturday, November 11, 2023. Once items are shipped you will receive an email with tracking information.

As for the account, If you are still unable to login on the web browser, 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

*****************************
Initial Complaint
Date:11/09/2023
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.
Aug 29 2023 I purchase a Metal detecting search coil. I later returned it in September and received a refund on Sept 26, 2023. Order number was 113-1832871-6830641. Then Oct 23, 2023 I received a email from Amazon saying the seller did not recieve the correct item and they recharged me for the item. I have contacted Amazon multiple times about the matter a long with the seller. I have messages from the buyer saying that he did recieve the correct item and did not have anything to do with the recent charge. Amazon has not acknowledged the messages and keeps running around in circles about the matter. I want for Amazon to refund me my money.
Customer Answer
Date: 01/01/2024
I have tried multiple times trying to contact Amazon about the issue. They have gave me nothing but a run and then a few weeks on Dec 15 they said they were looking into it and give them 2 days to respond. They still have not responded and said not to open anymore cases. Its been over a month here from the BBB so I would looking to see about an update. Attached two more screenshots from communications with them.
Customer Answer
Date: 01/01/2024
I have tried multiple times trying to contact Amazon about the issue. They have gave me nothing but a run and then a few weeks on Dec 15 they said they were looking into it and give them 2 days to respond. They still have not responded and said not to open anymore cases. Its been over a month here from the BBB so I would looking to see about an update. Attached two more screenshots from communications with them.
Business Response
Date: 02/11/2024
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 9th February ****. This email confirms that the refund has been issued for USD 318 to the original payment method.

Sincerely,
Amazon.com
Customer Answer
Date: 02/11/2024

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:11/09/2023
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.
Product: The product is an ****approved hair regrowth device sold on ********************** for $1,100-$1,500 (currently $1,399.99). It may initially cause hair loss, but is supposed to stop hair loss by month six and deliver ****** hair in a year.Issue: Prior to purchasing the product, I asked the manufacturer about returns beyond Amazons 30-day policy. They said it would only be eligible for returns for 30 days through Amazon. However, if I I buy the product through their site then they offer a longer one.Given the high cost and long evaluation period, I was hesitant to buy without a safety net. With that in mind, I asked Amazon customer service if I could return the device after a ******** trial, clearly stating the product's timeline for visible results. They said I'd be able to.I was happy hearing this, but this isn't my first rodeo dealing with large companies. Instead of trusting the individual's words, I waited a few days and then asked another CSR the same question. In the end, I was reassured by TWO agents that I could return the product if it failed to perform as advertised.Hearing that, I bought it on sale for $1,261.39 (after taxes). Fast-forward ~11 months, a family member and I used the device consistently, as instructed, but never saw any results. I contacted Amazon CSR to initiate a return and was told that they can't start a return or refund. The supervisor confirmed that assurances had been made to me previously, but stated that they don't have the tools or capabilities to start a return or issue a refund and that there was no path to escalate the issue and nobody else I could contact. In fact, their only suggestion was to contact the manufacturer - which never made such assurances to me.I'm out of ******************************** needs to address this. Why is there no way to escalate issues that their CSRs aren't equipped to deal with? I shouldn't be stuck with a $1,261.39 product that doesn't work when I was assured that I could return it if it failed to deliver.
Business Response
Date: 11/09/2023
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.

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 # 112-6897010-7717045 and see the product was purchased Friday, November 25, 2022.

I'm sorry to hear your CapillusPro Mobile Laser Therapy Cap for Hair Regrowth didn't work out. I see return window for the product ended on December 29, 2022. Because more than 30 days have passed since you received this item, we can no longer accept a return.

Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty. Once the item is outside 30 days return window we won't be able to take any action to escalate any further for returns.

Most manufacturers list contact information on the product packaging.

If you can't find the information there, you might want to try doing a web search to find their phone number or website.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/10/2023
Amazon is consistently stonewalling me with this shift of responsibility and empty apologies, this reply is basically the same generic response they've given me previously... I'm fully aware of their standard return policy, but I was assured by not 1, but 2, CSRs that I'd be able to return the product after fully evaluating it, despite that being nearly 12x the standard return window. If it were not for them essentially providing me with a safety net when purchasing such an expensive product, I never would have bought it.

What next steps can I take?
Thanks,
Devon

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