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

58,838 total complaints in the last 3 years.
21,959 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:07/15/2023
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.
Oct 7 2021 bought a very expensive gazebo $944 and it was delivered Dec 27 of 2021 when I noticed that it wasnt all there no legs etc. I was locked out of my Amazon account for about a year and it wasnt until I was able to recover it that I could finally file a claim and Amazon said that they sent *** to pick up my gazebo in Dec 27, 2022 and they were not able to provide any other options for me I should have returned it in 30 days. *** never came because of the disaster FEMA disaster severe weather. I call Amazon numerous times asking for a label and they refuse and even when I told them that it costs more than the amount I would make in a month on ssi because I am disabled they dont care!
Business Response
Date: 07/16/2023

Hello ****,

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

After reviewing your account, I see that you have contacted us a number of times about this issue. Please see the email that we sent on July 7, 2023. The item is out of return time.

Return Window: Expired on January 12, 2022

Im sorry, but we cant offer any additional insight or action on this matter.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/15/2023
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.
The drinks associated with this order 114-1154483-7545008 never arrived. I called Amazon and told them. They said a refund would be issued. It hasnt. That was a month ago. They take money instantly. They need to do returns the same way The delays in refunds are designed to let Amazon keep money Today I discovered a bench I ordered under 112-5129942-5155418 A) was NOT WHAT I ORDERED B) didnt have any hardware on the seat for the legs to attach to. Amazon took my money but then said its up to the third party seller to decide to return my money. The seller approved the return but is 1) not paying for the shipping for this heavy item 2) not making arrangements to pick up the item Order Placed: July 1, 2023 Amazon.com order number: 112-5129942-5155418 Order Total: $124.82
Business Response
Date: 07/24/2023
Hello *******,

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

I'm sorry for the trouble you had with the order.

I've checked and see that your order was delivered on Wednesday, July 19, 2023. I hope this issue is already resolved.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/25/2023
Complaint: 20327720

I am rejecting this because the item still has not been picked up. That is the only solution as its too heavy to carry. This is not what I ordered. Come get it. I dont even want to make arrangements to throw it away or give it away. Send someone to get it. This is my 4th and final request. Make arrangements by end of business tomorrow. Its already been a week.

Sincerely,

***************************
Business Response
Date: 07/30/2023
Hello *******,

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

I'm sorry for the trouble you had with the order.

I've checked and see that the seller sent the following email.

If the resolution isn't satisfactory, you can refer to the A-to-z guarantee claims information.

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

I hope this helps! We look forward to see you soon.

-----------------------------------------------------------------------------------------------------

Dear *******, Sorry to disturb you again. We are very concerned about the question you request in our shop and we do apologize for all the inconvenience caused. We'd like to know if you have tried to re-install the bench? And could you pls share us pics about the bench you received? So that we can know what the specific problem is and try our best to deal with it. Don't worry, our products all have warranty, we won't let you suffer losses. Hope to hear from you soon, thanks:) Best wishes, ****

-----------------------------------------------------------------------------------------------------

This and other email correspondence you've had with a seller is visible in Your Account under ************** (************************************************************************). There, you can receive attachments from the seller, view past email history, and reply to seller emails.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
*****************************
Initial Complaint
Date:07/15/2023
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 am waiting for over $320 in refunds for a return shipment: order #***-9789545-8377857. There are 6 items in this shipment that has not been refunded yet. Amazon is saying that it hasnt reached the rerun center yet, but *** is showing that it has already arrived. Amazon keeps giving different refund credited dates: first they said June 10th, then June 13th, then June 20th, now theyre telling me to wait 60 days, even though their policy states no longer than 30 days. Amazon is not updating my account , so I am unable to track to process of my return. In fact, everytime I log on, it says I should print the shipping label to return the items- meaning, there is no online record of me already returning the items. They told me that if I have any issue I should file a claim with ***. However, *** (tracking #1ZR9Y1900322885416) said they can only file a claim through Amazon, then Amazon refuses to file the claim. To make matters worse, Amazon has already confirmed that after 60 days they are no longer liable to refund a return. This process has been tiring, stressful and anxiety enduring. Please track my package, file a claim with ***, and refund me!
Business Response
Date: 07/18/2023
Hello Ogechi,

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

I'm sorry for the trouble you had with the order.

I've checked and see that the item was shipped on Jun 26, 2023. Kindly give it time till July 26, 2023 so that the item should be processed by then. If you do not receive the refund, you can file a claim with the UPS.

Unfortunately there is nothing we can do from our end in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/18/2023

Complaint: 20327709

I am rejecting this response because:
I have filed a claim with *** already and they were able to track my package and confirm that it was in fact delivered to Amazons return center. Do not blame ***, because they did their job. (I have attached ***s message) Everytime I call Amazon Im told to wait for more weeks. Now amazon is saying I have to wait till August 26th. You guys are waiting till 60 days because Amazon is no longer liable to give a refund after the 60th day. Do not scam me. You have my return, now refund me!

Sincerely,

***************************
Customer Answer
Date: 07/26/2023
The issue has been resolved. I have received most of my refunds.
Initial Complaint
Date:07/15/2023
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 purchased a KUU brand laptop on Amazon on June 7th of this year, paying a total of $357.79. Of this amount, $324.00 was paid using an Amazon gift card, and $33.79 was paid using a bank card. Later, I discovered that the laptop had quality issues, so I returned it to the seller on June 16th. They later confirmed via email that they had received the return. Unexpectedly, on June 23rd, Amazon suddenly closed my account ********************* on the grounds that there was an issue with my Amazon gift card. Following their online instructions, I provided the relevant evidence to appeal. However, they informed me via email on June 24th that the account had been permanently closed. Since then, I have repeatedly mentioned to them that I have not received a refund for the returned goods and requested that they immediately refund this amount to me. However, they have been avoiding my requests with various excuses. In desperation, I am now seeking your assistance in retrieving my refund.First, I believe that Amazon's gift card policy has significant problems and seems like a scam. If they believe that my gift card has an issue, they should not have accepted it as a payment method. Since they have accepted my gift card, it should not have any problems.Secondly, my return occurred before they closed my account. Therefore, the refund should not be affected by the account closure and should be fully returned to me.Furthermore, their frequent practice of closing accounts is also problematic. If they believe an account has an issue, they can suspend transactions on the account, but they should not fully close it, preventing the user from logging in to view their account and file complaints. This is a longstanding issue with Amazon, and many users are very dissatisfied.In the end, their customer service gave people random guidance, making people confused and unable to solve the problem.What I am most urgently requesting now is for them to immediately refund my $357.79 return.
Business Response
Date: 08/01/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,

Amazon.com
Customer Answer
Date: 08/04/2023
The Order ID of my returned goods is: 111-6065530-2973805. I have already returned the goods to them and they have received them, so they should promptly refund me. They have no reason to withhold my refund. This has nothing to do with them closing my account. Moreover, their customer service system is extremely chaotic and unreasonable, making it impossible to communicate with them properly. Therefore, I can only ask the BBB (Better Business Bureau) to urge them to refund my $357.79 as soon as possible, and not to find any excuses to continue to delay....
Customer Answer
Date: 08/04/2023

Complaint: 20327445

I am rejecting this response because:
I have already returned the goods to them and they have received them, so they should promptly refund me. They have no reason to withhold my refund. This has nothing to do with them closing my account. Moreover, their customer service system is extremely chaotic and unreasonable, making it impossible to communicate with them properly. Therefore, I can only ask the BBB (Better Business Bureau) to urge them to refund my $357.79 as soon as possible, and not to find any excuses to continue to delay.
Sincerely,

Yu ****
Business Response
Date: 08/22/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 08/22/2023.
Sincerely,
***
Amazon.com
Business Response
Date: 08/30/2023
Hello,
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained,used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on **********.
Sincerely,
********
Amazon.com
==============
Customer Answer
Date: 09/01/2023

Complaint: 20327445

I am rejecting this response because:
I don't accept Amazon's unreasonable actions. The laptop I purchased on their website had quality issues, and when I returned it, they received the product. They should immediately refund the full purchase amount to me without any excuses, rather than withholding it under any pretext. I believe Amazon's practice of withholding payment based on their one-sided terms is a classic example of a large company mistreating its customers, completely disregarding principles of honesty, fair trade, and legal regulations. It's a form of bullying and nothing short of robbery. Furthermore, their gift cards seem like traps designed to unjustly seize customer funds. I believe I'm not the only one who has been bullied and harmed by them, as regular consumers can't verify the authenticity of the gift cards they issue. The validation of these gift cards can only be done by their own system before they are credited to the customer's account. Any gift card validated by their system and credited to a customer's account must be considered valid, and they shouldn't later deny or cancel it for any reason. Otherwise, the credit on these gift cards becomes worthless. This is basic common sense.

Additionally, their practice of closing customer accounts is highly reprehensible. It causes significant problems for customers trying to make complaints and retain evidence. Even if there are genuine issues on the customer's side, ********************** should only suspend their transaction capabilities but not completely close their accounts, allowing both parties to retain evidence for future negotiations. This, too, is basic common sense.

My primary demand right now is for them to immediately refund my $357.79 return amount. Once the transaction is completed, ownership of the relevant product belongs to me, and they have no authority to deprive me of this right, including the right to return the product and receive a full refund. This is unrelated to whether they have closed my account or any reasons for doing so. I'm pointing this out here because their practice of closing customer accounts is highly reprehensible.
Sincerely,

Yu ****
Initial Complaint
Date:07/15/2023
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 closed my account but was still charged. I reached out to seller customer service to be told I had no account.
Business Response
Date: 07/17/2023
Hello from Amazon,

Selling Partner is ineligible for the reimbursement of the Professional Selling Fees as our policies.

Since the fees were charged for the months before the termination of the account.
Customer Answer
Date: 07/17/2023

Complaint: 20327428

I am rejecting this response because:
I canceled my account yet you charged for two months.

Sincerely,

*******************************
Initial Complaint
Date:07/15/2023
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.
They have locked out of my account and claim fraud but refuse to cancel my amazon kindle and keep billing me. I have offered to upload my ID and have even showed my phone remotely and they refuse to help. This is a loop to keep billing me without anyway to cancel. My desired resolution is to cancel my amazon kindle subscription.
Business Response
Date: 07/30/2023
Hello *********,

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

I'm sorry for the issue you had with the account.

I've canceled the subscription in this account. You shouldn't be charged further.

If you are referring to any other account, please use the account email address to contact us.

To gain access to this account, please call our customer service department via phone and they will connect you to the account change department to discuss this issue.

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
*****************************
Initial Complaint
Date:07/15/2023
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 is refusing to give me a refund of $652.80 or replacement on an item that we ordered that I never received. We gave it over the time allowed to request a refund or a replacement and they still wont help us. Order # ***-0221187-8277049
Business Response
Date: 08/04/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email about the credit card dispute you filed on Order 114-0221187-8277049.

To correct this problem, we have asked your card issuer to close the dispute in your favor.

You should have received a refund of USD ***** on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

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

*****
Initial Complaint
Date:07/15/2023
Type:Delivery 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 placed an order for 8 items on July 12th, 2023. The item pages and order confirmation email both confirmed rug delivery date for the entire order to be Saturday July 15, 2023. Sometime between that date and when the order was placed my order was split into 3 shipments. 2 of those shipments shipped and arrived on time today on the 15th. The last 4 items: Aliens Dark Descent, Star Ocean The ************* Girls Und Panzer Das Finale Part 3, and Fire Emblem Engage did not ship on time. They only just shipped today on the 15th and are now late. These items now show a delivery date of July 20th, 2023. Over a week after I initially placed my order. Further, upon checking the item pages both aliens and fire emblem are eligible for overnight delivery for July 16th before 12pm. Girls und panzer and Star ocean both are able to be delivered on Tuesday July 18th. It is unacceptable that these items are late and that being made aware of this Amazon customer service refuses to make this right by creating a replacement order so I can at least get the items on July 16th and 18th instead of being forced to wait until the 20th. Also Im an Amazon prime member. I expect a high level of service given the high price I pay for my membership each year. Yet late orders and bad/ineffective customer service people are how Im treated.
Business Response
Date: 07/18/2023
Hello ******,

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

I'm sorry for the trouble you had with the order.

I've checked and see that your order delivery date was changed from 15th to 20th. I've forwarded the feedback to the concerned department so that they can take corrective action.

As a good will gesture I've issued a $20.00 refund in the form of a gift card. It should be in your account within 24 hours.

While I understand this may not compensate for the inconvenience this has caused, please accept this as an apology.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:07/15/2023
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.
ON 6-1-23 order# ***-5407702-6302658 which has been returned for over 60 days one supervisor told me was received and another supervisor told me amazon lost the pkg, but I have yet to recevie a refund for the pkg,first the rebuttal was since I am over 60 days i waited to late, now the new rebuttal is I did not return the pkg in because there are no scans, my job is to get it to *** and the rest is on *** and amazon i am not responsible because amazon or *** didnt do something correctly but THIS PACKAGE WAS TAKEN TO *** BECAUSE IT HAS A WEIGHT AND THE ONLY WAY FOR IT THIS PKG TO GENERATE A WEIGHT IS BY SOMETHING BEING PUT ON A SCALE WHICH WAS A PAIR OF LEVIS SHORTS, THE WEIGHT WAS GENERATED THAT IS THE ONLY THING THAT SEPERATES WHETHER THIS PKG WAS SCANNED OR NOT IT SHOWS A WEIGHT, NOW PLEASE REFUND ME FOR THIS MERCHANDISE BEFORE THIS GETS OUT OF HAND BECAUSE WHETHER ITS SCANS ON THE PACKAGE OR NOT, I KNOW THE SCALE INPUT A WEIGHT INTO THE SYSTEM BECASUE THE SHORTS WERE WEIGHED, AND I WOULD WIN IF A JUDGE SEE THAT A WEIGHT WAS GENERATED FROM THESE SHORTS BEING PUT ON A SCALE THAT WAS INPUT INTO A COMPUTER TO BE SHIPPED BACK TO AMAZON, NOW STOP PLAYING WITH ME AND REFUND ME FOR THESE SHORTS OR YOU OR AMAZON IS ABOUT TO TURN A $15 SITUATION INTO A $2500 SITUATION, I AM VERY TIRED OF DISCUSSING THIS MATTER BUT PLEASE CORRECT IT CAUSE RIGHT NOW IM NOT ALLOWING AMAZON OR THESE BANKS TO TAKE ANYTHING FROM ME AGAIN I WILL HANDLE IT THROUGHT THE LEGAL SYSTEM....
Business Response
Date: 07/17/2023
Hello *******,

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

I'm sorry for the issue you had with the order.

I've issued a gift card of $22.10 to your account which can be used right now.

You can view your balance and usage history in Your Account here:

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

Further, I've forwarded the feedback on this issue to the returns team so that they can see what might have gone wrong and work on future improvements.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/18/2023
thankyou
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:07/15/2023
Type:Customer Service 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 am unable to login in my account. There's been a recent unauthorized activity on which necessary action was taken & account specialist team informed me that I can reset my password and login to my account however when I enter my email address system shows unable to identify using email address alone so I enter the zip code as instructed but still system fails to identify & shows error "There was a problem-We're sorry. We weren't able to identify you given the information provided" I have contacted the customer service for resolution but that didn't help.I would like to get my access restored in my account as I have been a loyal customer all these years.
Customer Answer
Date: 07/17/2023
I would like to have this complaint closed with resolved status as the business have contacted me and resolved the issue to my satisfaction.

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