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.
21,478 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:11/04/2023
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.
Bought item thru Amazon . Item is wrong item so I try to return item. **** completed process to return on Amazon website was sent label saying it was approved and given instruction as well as shipping label to print . Went to go have it printed and shipped but was not able to cause Amazon did not do their dam job and contact seller . And now Im still waiting for my refund
Business Response
Date: 11/05/2023
Hello,

I am ******** 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 you have received a wrong item from our seller fulfilled order.

I see the issue is already escalated to our team for necessary action and the seller have created a return label for you on the reported order.

The label can be accessed through this following link.

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

You may return this items using any economical carrier. Once the seller receives it, you will be refunded and notified via email. If you are charged for returning the item, I request you to please contact the seller or Amazon customer service through chat or call with the receipt of the charges so that our team will look into it and help you further.

I appreciate your cooperation.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:11/04/2023
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.
I cannot create a business account. They said "We are unable to process your registration and extend an Amazon Business account to you. This was determined because our records indicate that this account is related to another Amazon Business account that was closed by Amazon." They refuse to tell me when this account was closed and I do not recall opening an Amazon business account
Business Response
Date: 11/14/2023
Hello,

I am ******** 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 caused in creating a business account with us.

I've escalated the issue and I'm glad to inform you that, our team have granted the access to our Amazon Business account and service and your account was successfully created.

If you still have any issues, please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:11/04/2023
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.
*** spent the last month trying to get a broken part replaced that was delivered to me I contacted them and they gave me the number of the seller (fropohome) and have not heard anything back. I tried to file the complaint with fropohome but couldnt find the company.***************************** ************ Order #***-2313171-4063402
Business Response
Date: 11/05/2023
Hello,

I am ******** 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 your concern regarding the replacement request for the defective part on your provided order. I'm sorry for the inconvenience caused.

I see that the order you have provided is from August 2023 and is unfortunately outside the return/replacement timeline. Return window expired on Sept 29.

Since it is outside the applicable return window, we are unable to take any action on the order including contacting the seller or manufacturer from our end. You may contact the seller from your end through this link for any warranty or support.

***********************************************************;

(Ask a question > An item for sale > Warranty/other > contact seller).

Please note; the seller may still refuse it as its outside return window however you may try and check with them for possible options.

I appreciate your cooperation.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 11/05/2023

Complaint: 20826516

I am rejecting this response because: I shouldnt have to make a full-time job out of trying to get some parts replace that were sent to me that were broken. It was a whole shower remodel, so yeah, take some time to get in. I dont care if I have to pay for the part I just need the correct part. I dont care what you have to do. Youre the one that has them as a seller so you need to figure it out not me.

Sincerely,

*****************************
Initial Complaint
Date:11/04/2023
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.
Ordered kitchen faucet (ORDER # ***-1276132-2988251) using new Amazon store card and received bill for it. However, Amazon has not sent it to me. It is supposed to come from 3rd party vender who has not turned the item over to **** for shipment according to The **** tracking site. Called to cancel the order because they (Amazon) keep moving the estimated date I will receive it. They just keep kicking the can down the road. I want my bill to reflect the order cancelled. They are refusing to cancel the order.
Business Response
Date: 11/19/2023
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 you did not receive your Order ID: *******************.

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

Upon checking I see that the full refund of $128.40 has been issued to your original payment method. The refund of $21.40 was issued on November 5, 2023 and $107.00 was issued on November 8, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience and understanding.
Regards,
Pratap
Initial Complaint
Date:11/04/2023
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.
We bought an espresso machine and its not functioning the second day. We initiated the replacement, but they said they suggested me to buy another one and return this one. The new one (same machine model) will cost $150 more and we do not want to pay extra for the same machine, but the customer service said they could give us the price difference refund for $150 if we chose to buy that one. We followed the instructions, however, Amazon customer service lies to customers promising a full refund for an order (screenshots available). After we returned the item, they did not issue the refund saying the previous agent was wrong. Customers paid time and money to receive arrogant tricks from Amazon.
Business Response
Date: 11/05/2023
Hello,

I am ******** 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 your concern regarding the price difference refund for the order. I'm sorry for the inconvenience caused.

The information that you have already provided does not match with the one where the order is placed.

I request you to please help us with the registered email id, name on the account and the order# for the item you need help with. Once these details are received, I;ll be able to look into it and help you further.

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

We look forward to seeing you again soon.

Regards,
********
Amazon.com
***********************************
Initial Complaint
Date:11/04/2023
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.
Amazon.com driver came to my home on Wed 11/1/2023 and began lecturing me and talking to me rudely about a dog in our neighborhood. She continued to be rude to me about not controlling a dog I do not own saying she wont deliver to me if I don't control said dog. I continually said "Do what you have to do", however after several rounds of being lectured I had enough and told her that I would simply contact customer service and request she not come back to my home. She flipped out and began getting extremely defensive and refused to deliver my order. She left with my order and I filed a complaint as I said.That same day I had a conversation with the owner of the dog and they agreed the dog was a problem - the dog was rehomed and is no longer in our neighborhood.Today, 11/4 an order was supposed to be delivered, it was noted that an attempt was made - which is a lie - and that there is a dog hazard preventing delivery. Since the dog is not here any more, and we have 24/7 video security system I can show the driver attempted no delivery.I would like this driver to not be allowed to bring my items to my home as she has an integrity and attitude problem.
Business Response
Date: 12/09/2023
Hello ****,

I am Vishal 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 an order placed on our website.

Upon reviewing I'm sorry to hear about problem with your delivery, and I appreciate you making us aware of your experience. We use valuable feedback like yours to improve delivery performance by all carriers continually.

In order to address your concerns,Ive forwarded the details you shared to the ******** Service Provider for immediate improvement.

I want to assure you that we'll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

I hope you will consider this as an isolated incident and give us another chance to serve you better.

Thank you for your patience and understanding!

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Business Response
Date: 12/15/2023
Hello ****,

I am Vishal 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 an order placed on our website.

Upon reviewing I'm sorry to hear about problem with your delivery, and I appreciate you making us aware of your experience. We use valuable feedback like yours to improve delivery performance by all carriers continually.

In order to address your concerns,Ive forwarded the details you shared to the ******** Service Provider for immediate improvement and they will be reviewing and working on this further.

I want to assure you that we'll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

I hope you will consider this as an isolated incident and give us another chance to serve you better.

Thank you for your patience and understanding!

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:11/04/2023
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 have the Amazon store card. I noticed after reviewing the statements that Im being charged $40 on the day the payment is due. For example. The month of July, the due date was for 7/1/23. I initiated the payment. And the payment didnt clear until 7/2/23. Because of that on July first they charged me $40. This is abusive! A lot of the practices by this company are under false pretenses and abusive. For example. When I am signing out of my Amazon cart and it tells me that I can sign up for their card and save 20% on my purchase I go through the two minute process that it takes to sign up for the Amazon card and be approved so that way I can check out with my 20% off. I am not a lawyer. The verbiage within the contract was prepared for a lawyer less than 10% of Americas population is an attorney. They said that my payment was cleared six hours after the due date that I agreed to be charged $40. For six hours. That is abusive. The false pretense is by having people sign up for the card at the cart without making the language easily understandable for common non-attorney folk. I contacted this company and spoke to a supervisor named ******. She was not willing to help me. She would only repeat over and over again that I signed the contract and too bad. These are abusive practices. Not many people make $40 an hour. Let alone being charged $40 for six hours past 11:59 PM. This is America. We are worked like dogs. I am asleep at midnight as is most of the world I dont know what morality clause this company holds, but I can assure you that they are not moral in anysense or respect to the word. I want to not be charged $40 for my payment clearing six hours later than the due date I cant help that they dont allow me to make a debit card payment and that I have to make a checking account payment. Payment lifecycles with checking account payments take 3 to 5 business days.
Business Response
Date: 11/29/2023
Hello *****,

I am Vishal 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 the account related concern.

Upon reviewing with the internal team they have requested for few more details to investigate this further.

Here I request you to please provide us with the screenshot of the charges to review this for you.

I hope this helps! Have a great week ahead!

Regards,

Vish
Amazon.com
*****************************
Initial Complaint
Date:11/04/2023
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 received an email from Amazon stating violations against their return and refund policy. I have emailed several times regarding this issue and have been sent the same issue saying my account is suspended due to these "violations" i have returned items that are broken not not right like most and have asked for refunds on items that were not delivered or received.I understand they have policies but these are circumstances out of my control and do not believe i should be punished and have my account closed.
Business Response
Date: 11/05/2023
Hello ********,

I am Vishal 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 Amazon account.

Upon reviewing I can see that the account is in open state but is restricted to digital purchases only due to
multiple violations of our returns and refund policy.

If you would like to appeal this decision, reply to the email sent on Thu, Nov 2, 2023, 1:31 p.m to reach an account specialist.

We can only confirm that we sent you this message and help you with any technical issues. We cannot reverse this decision or provide you with more details on this matter.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/09/2023

Complaint: 20825893

I am rejecting this response because: i have responded to email that was asked of me to respond too, i got no response in return other that the same auto-generated msg over and over again..

Sincerely,

***************************
Customer Answer
Date: 11/09/2023
I last received this msg from an amazing specialist
Hello,

We previously contacted you about multiple violations of our returns and refund policy. Since then, we have continued to notice violations of such policies on your account. We are writing to let you know that we have restricted your account to ********************** purchases only. We will automatically cancel all non-digital orders placed on Amazon.ca and if you have been charged, a refund will be processed.

Our customer service team can only confirm that we sent you this message and help you with any technical issues. They cannot reverse this decision or provide you with more details on this matter.

We will no longer be able to intervene on this subject, and your emails will remain unanswered.

Account specialist
Amazon.ca

How is there fair business practice? My account should be reinstated, i made returns as a customer and as for refunds if a package is not delivered or stolen off my front yard why should i be punished
Initial Complaint
Date:11/04/2023
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 had 3 Amazon packages delivered today 11/4/23. The packages were all inside of a white/clear trash bag, which upon opening, wreaked of the smell of human f**** The inside of the bag actually had small splatters of f**** visible to the eye. The products inside the packages were not damaged, however, they all have a horrible smell. When I contacted Amazon's damage customer service department, employee *****, stated that Amazon could give me a promotional credit on my account of $15 if I wanted to keep the items, or I could return the items. When I asked to speak to a different associate for a better resolution because the resolution offered was unacceptable, ***** stated that the chat could not be transferred and that the report had already been filed, before I had even agreed to a settlement. This is a MASSIVE health and safety code violation!! I have known several people who have been Amazon delivery drivers, and I know for a fact that it is very common practice for drivers to defecate in trash bags in the back of their delivery vans. After a global pandemic, I would think that Amazon would take the health and safety of their customers much more serious, as anyone receiving a package with f**** on it could have very severe repercussions such as severe illness, transmission of disease, or even death!!
Business Response
Date: 11/05/2023
Hello *******,

I am Vishal 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'm sorry for the inconvenience caused with the order placed on our website.

I've tried to locate the order with the information available in your complaint. Unfortunately, I'm unable to locate the exact order you are referring to.

In this case, I request you to please reply back to this email with the order number so that we can review the details and assist further.

Thank you for your co-operation. Have a great rest of the day!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/07/2023
I replied to Amazon directly from their email with the order numbers
Business Response
Date: 11/14/2023
Hello *******,

I am Vishal 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'm sorry for the inconvenience caused with the orders placed on our website.

Upon reviewing I can see that I can proceed with processing a refund for the order or a replacement as per your convenience along with the $15 promotional certificate that was offered.

I request you to please reply to this email with a confirmation on the preferred option so that I can proceed further.

I have also forwarded a relative feedback to our business team and they will be reviewing this further.

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

Thank you for your co-operation. Have a great rest of the day!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:11/04/2023
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.
The item was received damaged and already talked with amazon agent and they told me I don't need to return the item and can throw away.received an email on 09/30 which ask me to either return the item or will be charged for *****. I contact their agent the same day I receive the email, and they told me I won't get charge. but I still got the charge after contacting them. so I contact them again but issue still not resolve. I been talked with 3 or 4 amazon agent and every agent guaranteed I will receive the payment but I still not receive it. no one follow up with the refund. I have been use amazon for many years, but it is really disappointing their customer doesn't follow up and help customer resolve the issue.
Business Response
Date: 11/05/2023
Hello Yue,

I am Vishal 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 an order placed on our website.

Upon reviewing I have now processed the refund for the charge of amount $43.41 and it should reflect into your account within 3-5 business days from now.

You can view details of the completed refund on your Amazon.com account:

****************************************************************************************;

I have also forwarded a relative feedback to our business team and they will be reviewing this further.
Thank you for your co-operation. Have a great rest of the day!

Regards,

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

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