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.
21,511 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:11/05/2023
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.
Re: An item I ordered on October 28, 2023. The package was delivered late. The item was missing from the package. Pictures will show that the box was very clearly tampered with and damaged. The product box was empty. I have contacted Amazon numerous times to get the refund processed and Im met with an answer that the refund is processed. I have not received an email about a refund being processed and the transaction has not been refunded. Amazon has not initiated the refund process or returned my funds. Again, I was told multiple times that my purchase price will be refunded however this has been a battle for far too long; this is taking into consideration the typical, swift and prompt Amazon refund process. Order ending : ****
Business Response
Date: 12/10/2023
Hello ****,

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

I am so sorry to hear of the issue you have shared with us that the item Nikon NIKKOR Z DX 24mm f/1.7 | Extra-large was missing from the package.

I've escalated this issue to the appropriate team and they are currently working on this issue.

I just wanted to let you know I'll write back in 3-5 business days with more information.

Thank you for your patience and understanding.

Regards,
Pratap
Initial Complaint
Date:11/05/2023
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.
October 28 2023 we were made aware that Amazon had been charging us for subscription channels that we never signed up for and never had. There were two *** and Paramount. The *** has been taken care of (when we actually see the credit which has not happened yet. We were charged for Paramount from Jan 2022 through November 2023. They have reimbursed for D Nov 2022 and whole year of 2023 but still owe us for Jan 2022 thru October 2022 plus December 2022 so entire 11 months x $10.80 bringing a grand total still owed of $118.80. Both Paramount and *** verified that we never had an account at either place nor any subscription channels. We have documentation from both to verify this statement.
Business Response
Date: 11/07/2023
Hello Tessa,

I'm Sahitya with Amazon Tech Support Executive Customer Relations. 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 the service wasnt our usual standards you' expect from us at Amazon. I hope you'll give us another chance to prove the high quality of our service.

I'm following up in regarding to your refund request on the Prime Video channel "Paramount+ with SHOWTIME". Since there is no usage of the subscription I processed a refund of all months between January 2022 and October 22.

The refund amount it's for $108,1. We are aware that you requested a refund for ****** but only 10 months could be refunded since 1 month it was a free trial. Here is the Order ID of the free order : D01-0265389-8214625.

The money was refunded to your original payment method and it will take 3 to 5 business days to be reflected on your next bank statement.

We recommend you set up a Prime Video PIN so you can avoid future unknown charges for subscriptions using the following steps.

To set up a Prime Video Account PIN:

Go to the Your Profiles page. (************************************************)

Click Edit profile and then click the account holder's profile.
On the Edit profile page, click the Manage button next to Account PIN and locks.
If prompted, enter your Amazon account details.
On the Account PIN and locks page, click the Create button next to Prime Video Account PIN.
On the Create Account PIN screen, enter a PIN and then click Continue.

Thanks for giving me a chance to find the best solution. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/08/2023

Complaint: 20829071

I am rejecting this response because:
I need to wait and see if Amazon actually carries through with their promise in this response. I am still awaiting on refund for ****** shoes returned over weeks ago now.  ORDER # 114-4597486-4057020. All attempts to resolve have been unsuccessful!That will be the next complaint to be filed. I will not accept this resolution until I see it actually as a credit.
Sincerely,

***********************
Business Response
Date: 11/08/2023
Hello Tessa,

I understand that you are concerned about refunds. 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.

A refund of $108.1 for Paramount+ with SHOWTIME has been processed on Tuesday, November 7, 2023 and rest assured the issuing bank will post it to your **** within 3-5 business days.

Further for Order ID: *******************, I see we received your return on November 2, 2023. Once the carrier has your return package, it can take up to two weeks for us to receive and process your return.

Some items may take up to 30 days. As soon as it's processed, we'll request a refund to your payment method and send you an email confirmation.

Refund for returned product will be processed by Saturday, November 18, 2023. By any means if you do not receive refund by then, please contact our support team via phone for real time assistance. They can find out what happened and assist you further.

To contact us, visit ******************************************************************* follow the prompts.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/09/2023

Complaint: 20829071

I am rejecting this response because: The ****** shoes were dropped off at *** on October 28th 2023 Saturday. Why would it take 5 days to get back to Amazon??I have discovered that Zappos is owned now by Amazon. The return policy of Amazon reads as follows.  Learn more about Return policy.

When will I get my refund?
Usually in about 2-3 weeks. Most refunds are fully refunded within 7 days after we receive and process your return.

**7 days from date of return would have been November 4th. Two weeks would be this Saturday the 11th. Under no circumstances in your return policy does it say 30 days. This was sold by and returned to Amazon (Amazon is Zappos and vice versa). The order under my account still shows I have NOT returned the item. I dont know why Amazon is insisting on keeping people's money once they return but that is what is happening. Please refund my funds immediately.

Sincerely,

***********************
Initial Complaint
Date:11/05/2023
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 23, 2023; Amazon charged my card $151.47 cents for a wheelchair. On August 31, 2023, they recharged me for the same item. When I called to inquire about this, I was informed that a replacement had been made on my item and since I never returned the first item, I was charged again. I informed Amazon that I only received one wheelchair and have a video recording of several agents telling me that the recharge was a mistake, but since the original order was so long ago, they refused to give me a refund.When disputed with my bank, Amazon gave them false documentation of multiple purchases. I also have this admitted on the recording of my phone conversation with them.
Business Response
Date: 11/06/2023
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 related to payment of your order. I understand how upsetting it can be.

I have reviewed your complaint but, could not find any details related to the order.

I also could not find an Amazon account associated with email address you wrote from.

I request you to include the order number in your response to this email and I will be glad to help you.

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: 11/07/2023
Amazon order number: 11408127467652229
There's no email on the amazon account, but the phone number on the account is my old one: **************
Business Response
Date: 11/08/2023
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.

Thank you for writing back and confirming the order number.

After reviewing, I can confirm that retrocharge that took place on Wednesday, August 30, 2023 was refunded on Wednesday, November 8, 2023.

Please allow your bank 3 to 5 business days to process the refund.

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: 11/08/2023

Complaint: 20828948

I am rejecting this response because: While I did receive the initial refund, the refund was denied and resubmitted to Amazon on Oct. 19, 2023. This means I have still been charged double for the single purchase.
I have multiple Amazon agents on a recorded line that have confirmed this information, all of which have confirmed they are unable to refund me either amount.

******************************************************************
Business Response
Date: 11/09/2023
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.
Thank you for writing to us. I hope you're doing well!

As informed, a retrocharge of $151.47 that took place on Wednesday, August 30, 2023 was refunded on Wednesday, November 8, 2023.

Please allow your bank 3 to 5 business days to process the refund.
Please note that we are referring to refund for order #***-8672006-8141005 which was replacement order for #***-0812746-7652229. This order was never refunded but was replaced. We charged you on August 30, 2023 and refunded the charge on November 8, 2023.
If you're referring to a different order, please include the correct order number in your response to this email.
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:11/05/2023
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.
An item I ordered on 10/21/23, was returned to & received by Amazon on 10/31. Usually, when I bring the item to ********** scan the label, that generates an automatic refund. For some reason, this time, the return status says refund issued, but when looking at the refund status, the amount charged to my credit card along w/the reward points have not been credited. In the refund status, it states refund will be issued once item has been received by Amazon. I keep getting different excuses about why my refund/reward points haven't been returned. I was told a case had to be filed b/c the refund was stuck in the system. Again, I keep checking back & getting excuses why I don't have a refund.
Business Response
Date: 11/07/2023
Hello ******,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item MEROKEETY Womens Open Front Cardigan Coat Long Sleeve Lapel Casual Knit Button.

I've checked and see that the refund of $45.99 has been issued to your original payment method October 26, 2023. Since your order was partially paid for with points, a value of $10.00 has been refunded to your points balance and will usually appear within 3-5 business days, and the remaining amount of $35.99 will be refunded to your credit card within 3-5 business days.

Thank you for your patience and understanding.
Regards,
Pratap
Initial Complaint
Date:11/05/2023
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 2 packages that never I receive I ask for them to take pictures and make sure I've only received one of my packages. In the order in which they took a picture they are refusing they are playing games, I've sent them over and over the information that they need it. They will not resolve the issue at all. I am tired of playing with them about my money
Business Response
Date: 11/06/2023
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 missing items from the Order ID: *******************.

I apologize for the inconvenience.

Upon checking, I see that all the shipments from the above order were delivered at the provided address.

Unfortunately, we'll not be able to take any action on it from our end.

However, I see that the team has already requested incident report and you've submitted it once.

I would request you to resubmit the report for the team to review and assist accordingly.

If there was any alternative from our end, we would have surely helped.

I appreciate your understanding in this case.

Regards,
Arun

Amazon.com
*****************************
Initial Complaint
Date:11/05/2023
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 ordered 2 dividers from Amazon. Opened one of them and began to assemble them. It was not as advertised; there was no privacy and the picture did not match the description either. I contacted Amazon saying I need to return due to the above reasons and he emailed me over a return label. There were 2, and I returned both of them. I didn't think it necessary to open the second one. Once the return reached Amazon, they deducted $83.57 for shipping.This item had free delivery as well as free returns and Amazons guarantees that if the item is damaged or faulty, they will pay for the return shipping. This was well within the 30 day time period.No one from Amazon wants to give me a straightforward answer. They either just deny with no reason, or hang up the phone on me. One rep said that the the rep I spoke to marked the item as not needed anymore and I urged them to listen to the recoding of the conversation.This is extremely poor customer service and the disrespect is surreal. I would like my $83.57 returned to me because it should never have been deducted.
Business Response
Date: 11/06/2023
Hello *****************************,

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

I've reviewed the complaint and understand your concern regarding the incorrect refund issues for the Order ID: *******************.

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

Upon checking, I see that the appropriate team has already initiated the refund for the remaining charges on 5th November.

This amount will be credited within 3 to 5 business days.

I would request you to wait for the refund to be credited.

Hope this information helped and the issue is resolved.

Regards,
Arun

Amazon.com
*****************************
Initial Complaint
Date:11/05/2023
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 sort of product and was told it was one thing, but given another, and also was told that it was brand new, and it was used
Business Response
Date: 11/06/2023
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 issue with the incorrect and used item which you've received.

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

Upon checking, I see that a return for this order has already been created on 5th November.

I request you to return the item and the returns team will investigate this issue and assist you accordingly.

Unfortunately, we'll not be able to take any action in this case as of now.

I appreciate your understanding in this matter.

Regards,
Arun

Amazon.com
*****************************
Initial Complaint
Date:11/05/2023
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.
I placed an order on 10/27 in the amount of $212.97, this included free shipping and $61.44 reward points being used. On my credit card statement I was charged an extra $80.55 on 10/27. I did not make additional orders on the day outside of the $212.97
Business Response
Date: 11/06/2023
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 extra charge on the Order ID: ******************* total that you are referring to.

I apologize for the inconvenience.

Upon checking, only $212.97 was charged but the order total did not reduce to the this amount after points are deducted.

This is the charge summary for the above order:

Order Total:
Subtotal: $258.87
Shipping & Handling: $21.12
Total Promotions Applied: $-21.12
Tax: $15.54
Total Points Applied: - $61.44
Order Total: $212.97

I can assure you that only $212.97 has been charged for the order.

Also, this is the charge breakup for the approved amount: $42.59 + $161.08 + $9.30

Hope this information helped.

You can get back to me if this is still not clear. I'll be glad to assist you further.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 11/07/2023

Complaint: 20828349

I am rejecting this response because: I didnt order anything outside of the $212.97 total. I am now having to take time out of my schedule to sift through all my Amazon orders to ensure I wasnt double charged in the past.

Sincerely,

********
Initial Complaint
Date:11/05/2023
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 has created two accounts for me, one of which has an email address for a stranger who has been getting my notifications. When I try to log in, I am unable because codes get sent to another number (although it shows the correct address and number on my Amazon card). When I report security concerns, they are completely ignored. The agents seem completely unconcerned about my report of incorrect contact information and requests to close one account. They are rude and make inaccurate statements in a firm, aggressive, and dismissive manner despite offering proof. One of the representatives recommended that I make more purchases so that they can resolve my concerns, which didnt make any sense. I hope that this complaint causes someone to look at this issue and contact me as it has been difficult (in the past 8 months) trying to reach them.Another concern I had was regarding their refusal to accepting a return on the bases that it could impact my health. I purchased two night stands with cancer warning, that were posted on the items and available after their deliver (and not advertised by Amazon on their site so that I could have avoided purchasing it). I explained that doctors considered me to be at moderate risk for cancer, which required examinations once every six months at one time but was reduced to yearly exams. The risk has been elevated after the emergence and removal of cancerous cells, which delayed my complaint. They refused to accept my return even after they were required to follow court mandated instruction relating to the sale and return of harmful items. I think after months of frustration, they offered only partial refund or none at all. I cant remember and cant access my cards to review.
Business Response
Date: 11/06/2023

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 account access issues and issues with the stand which was purchased.

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

I would like to inform you that we have a dedicated team who can make changes on the Amazon account once the verification is done.

You'll need to contact the customer support and they'll be able to transfer you to the Account change team. I'm sure that they'll assist you with the possible options.

Also, I've checked and couldn't find the order details that you are referring.

I would request you to help us with the order number so that we can review and assist accordingly.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

Arun
Amazon.com
***********************************
Initial Complaint
Date:11/05/2023
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 ordered giftcards that said they were for 25 dollar value and were priced at 16 dollars. My total was ****** for 8 giftcards that should have been a value of 200 dollars....when I received the giftcards I put them on my Amazon account to find out the giftcards were not for the 25 dollars they were only 16 dollars. I received a message from Amazon stating they had a glitch on the giftcards and they would not be honoring the 25 dollar giftcard values but would be refunding my money. I never received a refund....so I contacted customer service. I was on there awhile and was told eventually by a customer service rep that I would receive my refund of ****** to my card payment in 3 to 5 days. That was October 31st. It is now November 5th and I still have no refund in my account. So I contacted customer service again today. The lady said since I have the giftcards on my Amazon account I need the redemption code on the back of the cards to get my money refunded. I told her I threw the cards away because I was told twice that I was receiving a refund and didn't think I needed to keep the cards for any reason. Now I don't have my refund. Very upsetting and Amazon has false advertising. When you post something for that amount and then don't honor that item at that price. If you go to the store and the signs aren't right they honor the prices.
Business Response
Date: 11/06/2023
Hello *************************,

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

I've reviewed the complaint and understand your concern regarding the incorrect gift card received on the Order ID : *******************.

I apologize for the inconvenience.

Upon checking, I see that there was a pricing error on the gift cards and you'll receive only the amount that you've paid for.

I see that you've already used the gift cards purchased.

Unfortunately, we'll not be able to price match or take any action in this matter.

I appreciate your understanding.

Regards,
Arun

Amazon.com
*****************************

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