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

58,663 total complaints in the last 3 years.
22,045 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:07/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi okay so I've had this account awhile ago and I put a old phone number and Mastercard which I don't remember or have access to either I have access to the email and password and I remember everything to do with the account besides the phone number and old Mastercard that should be expired now.
Business Response
Date: 07/12/2023
Hello ****,

I am Raman 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 see the concern you have shared with reference to getting access to your old account and can relate to your concern. We are not able to make any changes to your account over an emailed complaint.

We recommend you reach us over call or chat if you can locate the information asked for; you may be able to locate if from your old emails. Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

In case you are not able to find this information, you can create a new account. We will not be able to make changes or remove data from an account; this can only be done by a verified owner of an account.

I hope appreciate our stance in this regard, as it is linked to account security to prevent unauthorized access.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:07/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a warranty claim with amazon on a faulty amazon device. They provided me with a prepaid label to send the item back for review. They advised me via email that I would receive a replacement within 5 business days. Per the tracking, they received the device on June 20. It is now July 11. When I called the first rep tried to convince me to just purchase another one and then request a refund after I receive it. That sounds ridiculous as my device is still under warranty plus I purchased an extended warranty. I requested a supervisor thinking they would provide me with a more logical solution. The supervisor was rude and said that while the tracking is showing delivered, they did not process it in their system so they needed more time to look into it. I advised her that I did not think it fair that the customer should have to suffer because of their error and I would like them to send my replacement device asap. They had already sent me a faulty, used device and at this point they just need to send me a new one. That should be the benefit of purchasing a warranty on top of being a PRIME member for nearly 10 years. She was rude and unsympathetic so I asked her to speak to her supervisor. She proceeded to tell me she was the last point of contact and if I wanted to speak to someone else I could hang up and call back. I just want my child's tablet.
Business Response
Date: 07/19/2023
Hello *****,

I am Raman 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 see the concern you have shared with reference the Kids Tab and have forwarded this for review by our specialist team. We regret any aggravation in this connection.

We are not able to create any replacements on this issue at this time, however, we have issued you a gift card balance of $150.00 on Wednesday, July 12, 2023 to enable you to purchase a new device.

I would suggest you use the funds towards a new purchase and hope this helps resolve the inquiry.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:07/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on July 11, 2023 i purchase 3 items thru amazon.com The website says there was free shipping if purchase over $25.attach is proof of the advertisement and my invoice. I should not be charge for shipping charges of $6.24 for my purchase because i am eligible for freeshipping
Business Response
Date: 07/13/2023
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.

In order to receive free shipping, you must select "FREE Shipping" as your shipping speed when filling out the online order form. I've checked and found the shipping speed originally selected for your order was Standard Shipping.

Regards,

*****
Amazon.com

*****************************
Customer Answer
Date: 07/17/2023

Complaint: 20307495

I am rejecting this response because: when I did click to have it deliver to that date for free delivery, it defaulted to you paying for delivery. I also called amazon about this. they said that would refund me the shipping charges but I dont see it on my account, ********************** people tend to lie and dont want to return your money back

*******************************************
Initial Complaint
Date:07/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon messed up my order, an order I was counting on for business and it was late by two weeks even though it kept saying it was being delivered each day. I contacted customer service and agent ******** told me that Amazon was going to give me two items for free to make up for their mistakes and mishandling of my orders. He said all I had to do was pay for the items and that i would be reimbursed upon delivery. I double checked with him to make sure and even screenshot the whole conversation. I paid for the items and upon delivery gifted the items to a good cause. But my reimbursement never came. ******** was supposed to also cancel an item ordered by mistake but he never did that either. When I contacted customer service again my call was outsourced to their customer service in *************** and they barely spoke english let alone understand me. They refused to address or acknowledge my issue and complaint and basically talked over me the whole time and refused to get me a supervisor or someone to help that understood english and had the authority to handle my issue. Not only that but I was hung up on by agent ****. I spend a lot of money on Amazon but I will be canceling my prime membership and taking my business elsewhere where customer service and support is important to the company. This group of people they have working are rude, unhelpful, disrespectful, dishonest and downright detrimental to Amazon and its ability to serve the customer. It gets worse. The remaining orders i had this week came damaged and incomplete and they sent items I cancelled so now i have to take the time to go to *** and send them back along with the incomplete damaged items. It would be nice to be able to speak to a customer service agent from ***************** that knows how to honor what they say and not lie and give misinformation and misdirection to the customers and it would help if they could understand me and i them. Certainly not hang up on me either. rude
Business Response
Date: 07/12/2023
Hello ****,

I'm ****** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.

I have reviewed your concern regarding the two orders,I am very sorry about the incorrect information you received. I will make sure the associate is coached.

Please be informed we do not issue refund without return.

Refund will be issued after the item is received and processed at our return center.

We won't be able to refund without receiving the item.

I hope this information helps.

Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 07/17/2023

Complaint: 20307435

I am rejecting this response because:
Your employee should be coached before they are working in the field or office not after. They should already know the policies and procedures before they are sent to handle customers and be more than familiar with their options available to remedy Amazons problems. Your customer service agent lied to me and told me if i bought these items i would be reimbursed by Amazon and that they were mine to keep on behalf of Amazon to make up for messing up my order and affecting my business. Amazon should honor this because I did exactly what ******** told me to do and I gifted the items and now i cannot return them. So not only did amazon mess up my order, lied to me but also put me out of pocket for nearly $2000 all because you didnt properly train your employee and now i have to pay the price for it when Amazon is a multi billion dollar company. Im going to seek legal help for this matter based on principle and going to put this story all over social media showing how **** poor amazons customer service is. I will no longer give my business to you because you are absolving yourself from responsibility and accountability and that is bad customer service.

Sincerely,

***********************
Initial Complaint
Date:07/11/2023
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.
On July 11, 2023 I recieved an email from **************************** stating that "After careful consideration, we have determined that we will not reopen your closed Amazon accounts. This decision is final."I have never violated the terms of service, have little to no returns on my account, and have been a amazon user for many many years. I tried to reach out again via email. To which I got the exact same email saying they have closed my account. If this is how Amazon wants to do business, it seems very shady to which I will warn all my friends and family to NOT use amazon. Within the email they say I should have access to my content (music, videos etc), which I AM NOT able to access, or even login. Amazon please respond with a solution, an explaination more then "I violated policy" (Which I most certainly did NOT)
Business Response
Date: 08/04/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 4th August 2023 confirming account reinstatement.

Sincerely,

********
Amazon.com
Customer Answer
Date: 08/06/2023

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:07/11/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay for prime so I expect that when I see that items are overnight I expect that. I tried to cancel an order and couldnt because their third party wouldnt allow it - yet it was never shipped the day it was even supposed to come. I went through two guys on the 10th online chat neither one knew what to do said they could cancel but then conveniently disconnected the chat and then when I received an email stating they hope they could help me I for the third time repeated myself with no help. I got the item now but it was late and yet you continue to charge me for prime when many things I get are never in the 2 day timeframe never mind this one that was suppose to be overnight
Business Response
Date: 07/18/2023
Hello *****,

I am Raman 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 sorry to hear that some of your packages were delivered late. Amazon Prime is a membership program that offers many benefits, including FREE Two-Day shipping on millions of items, access to movies and TV shows, ad-free music, unlimited photo storage, and Kindle books.

It is not just a free or a expedited shipping program. You can view a complete list of benefits here:
*********************************************************************************;

More information about Amazon Prime, including membership Terms & Conditions, can be found on our Help pages:
***************************************************************;

Our shipping estimates take into account the time it takes to receive the item, pack it, and prepare it for shipment. For more information visit:
*********************************************************************************;

I am afraid, we do not have an option to offer adjustments or waivers for Prime.

You can cancel your Amazon Prime membership and receive a refund of the membership fee if you or your registered guests haven't used the membership benefits. To cancel your membership, please visit the membership cancellation page to check eligibility and for options: **************************************;

We appreciate your feedback and have forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 07/19/2023

Complaint: 20307309

I am rejecting this response because:

I pay for prime and they falsely advertise for next day shipping but then have the audacity to say I dont pay for prime or shipping.
A lawyer was forwarded his email and the emails of the others who were trying to stop the actual delivery altogether ** it was wasnt in time and the attorney told me there is already a case against this company for misleading on prime you pay monthly for 2 day or 1 day and dont get it so theyll be hearing from her this week bbb you can close this as the attorney is going to handle it I just wanted to make sure you have that I dont accept what this guy who reads off a sheet has to say.

Sincerely,

*************************
Initial Complaint
Date:07/11/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 20th 2023 I bought a couple of automotive fans , one for myself, and another one for my son ******. Amazon had advertised TWO fans in their page (see annex). I placed the order and paid Amazon $39.46, however they sent only one fan. Therefore, they still need to complete my order. I have tried to contact Amazon repeatedly by phone and Email, without getting a satisfactory answer. In sum.,all they have to do is to send me the second (Atulban) fan they owe me. I have sent the following complaint which they continue to ignore:Ref. : Your Amazon.com order #***-4762443-2026617 Dear Sirs, We have received an incomplete order. Order Number is shown above. I got only one fan and you offered two fans. Please complete your order and send me the missing fan as soon as possible. Regards, *********************************-------------------------------------------------------------------------------------******************************** Email: ***************************
Business Response
Date: 07/12/2023
Hello ********,

I'm ****** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.

I have reviewed your concern and I am sorry your item arrived was incomplete.

The information provided by our agent previously was correct.

Since this item was sent to a freight forwarder, We are not able to replace or refund the item. We recommend contacting your freight forwarder for more details. We don't have any more insight or information about this.

You're welcome to visit our ************** (**************************************) to print a domestic label and send your item back for a refund. If you are returning internationally, you'll need to arrange your own ship method to the address on the label.

For more information about freight forwarders visit:

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

We look forward to seeing you again soon.

Regards,
******
Amazon.com
*****************************

Customer Answer
Date: 07/17/2023

Better Business Bureau:
To: Better Business Bureau
From: ********************************
Ref.Complaint   20307120 vs. Amazon

Dear Sirs,
I have received recent communication from Amazon regarding this complaint. Amazon sent me an incomplete order, which I have returned as per their refund instructions.
                                         Thank you for your help,
                                             ********************************

17 July 2023

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:07/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
yes, i recently contacted Amazon online to unlock my original account with them. they didn't say why, they just said to make a new account. they also said that, they we're refunding me ****** dollars to my bank account thru the card used to make the purchase. however the card must have belonged to some other closed account, as it never went to my account at my bank. Now they say they will not refund it, even though they sent it to the wrong card. without verifying with me what card they refunded to. this is a policy of amazon online, according to them. i will be needing the money due me, as i never had a chance to use my prime membership as they locked me out of my original account. Thank you
Business Response
Date: 07/12/2023
Hello ****,

I am Raman 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 see the concern you have shared with reference the Account that you are not able to access, I have reviewed it and confirmed that your account is active, there is no hold on it. There are 2 accounts associated to the same email, and it shows you are logging in to the wrong account.

For help with logging in to the correct account, I recommend you reach **************** over chat or call; ask for the Account Change team. They will walk you through the process of switching in to the correct account.

Regarding the Prime refund on the correct account, we will not be able to issue any refunds on this subscription. The payment needed to sign up was ****** USD, it was declined by your bank and the Prime was cancelled May 24, 2023.

I recommend you reach your bank on this charge, in case there is any concern, you can request the to dispute the charge with them.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 07/17/2023

Complaint: 20306922

I am rejecting this response because: i will be getting a hold of the bank tomorrow and having a letter to submit to the bbb to be sent to you. Thank you

Sincerely,

***********************
Initial Complaint
Date:07/11/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
amazon is trying to scam people by signing up to prime to get discounts that are not actually available. in my state of massachusset its against the law to price an item and refuse to sell it or not properly disclose when it is sold out. if a tv is 99$ on Amazon then I should get it for 99$. i would hope you agree that following the laws that the states is more important than your fake algorithm that shouldn't be used for this. if there is no more invites then you should disclose that on your website.
Business Response
Date: 07/14/2023
Hello *****,

I'm Sai *********;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 item you are referring to.

However, I couldn't find the item you asked about. I'll need more information to find the item:

  1.  Complete name of the item.
  2.  ASIN or ISBN (you can find it in the Product Details section of the item detail page).
  3.  URL of the product detail page
  4.  The seller you're interested in purchasing the item from (optional)

I request you to write us back with those details so that I can pull up the item and help you withe update accordingly.

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

Regards,

Sai babu
Amazon.com
***********************************
Customer Answer
Date: 07/18/2023
Name of product: Amazon ******* 43" Omni Series 4K UHD smart TV, hands-free with Alexa
Asin:B08T6DZ81T
Product page: **********************
I hope you can actually help than hide behind your terms and conditions.
Business Response
Date: 08/02/2023
Hello,

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

Upon reviewing the complain details, I see that you are referring to the promotion issue related to the ******* purchase.

As we can see our team already informed you about with complete details.

Based on investigation, the promotions and offers will be applied automatically and we don't have any option to change manually.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:07/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a bed on 6/20 and it was supposed to arrive on 6/28. It never arrived. They called to reschedule my delivery and it didnt fit my schedule. The last time they called I told them I didnt know if I could do the date. They then cancelled my order. I call to find out why I get the run around. Today I get a message saying it was cancelled because of damage. I said Ill take the bed as is. They said no. I asked for my money or my bed today. They said no. I didnt get my bed so I wanted my money now. They refused to comply.Theyve lied about transferring me to management, helping me and refused to give me vital information (management contact.) . Theyve robbed me of my bed and $778.00. I have proof. I asked for the transcripts they gave me nothing. I screenshot some of them in the event they lied again.
Business Response
Date: 07/12/2023
Hello,

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

I've reviewed your complaint details and Im sorry for the inconvenience you have experienced with order.

Upon investigating with our internal team, I can see that stop and return request submitted when you have contacted our team. Hence the order is being returned to fulfillment center.

Since the request has already sibmitted, we cannot reship the item now. You need to place a new order if you need the item.

Once the product reaches returns center, you will receive an update from our return center team. We appreciate your patience and understanding in this regard.

I appreciate you working with me, and I'm optimistic your future experiences will be trouble free. Best wishes!

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

Regards,
Sandhya,
Amazon.com
***********************************

Customer Answer
Date: 07/13/2023
I DONT understand. I was patient but yall took advantage of it. I DIDNT CANCEL THE ****** Im
suffering for the ACTIONS OF YOUR TEAM. We wouldnt be here if it was my doing. I need the money yall stole to order anything. I dont have $800.00 laying around. I WANT MY MONEY NOW, or my PRODUCT NOW. One or the other. **** even take a gift card. There will be no future transaction with big items. Amazon is only good for small things. I see that now. You have the power to make this right and you wont. Ive provided proof of the lies. Ill copy and paste this response to BBB as well.
Customer Answer
Date: 07/13/2023
Youre optimistic because its not YOU who has to deal with this. I do.
You couldnt have reviewed all correspondence. If you did, youd be trying to resolve this issue instead of talking without saying anything. That whole email was a waste or your time and mine. It says nothing action able. Just a bunch of meaningless words. I dont want to read any response again without actionable items.
Business Response
Date: 07/18/2023
Hello ********,

I am ****** writing on behalf of my colleague who is out of office.

A refund was issued to your original payment on July 13, 2023 at 2:18 AM (PDT) for $778.35 for the bed .

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days.

You can view details of the completed refund on your Amazon.com account:
*************************************************************** 113- 1017714-7724247

Thank you for your understanding and cooperation.

Regards,

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

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