Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

45,086 total complaints in the last 3 years.
16,650 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:07/07/2023
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 purchased a ** from Amazon on January 11, 2023 for $313.91. We soon realized the ** was not working correctly, so we reached out to Amazon. Amazon sent us a replacement ** under a warranty claim, but the ** they sent was not different than the original. Amazon then sent another **, but they sent it to the incorrect address. We were told by Amazon to not worry about the other **, as it was their error and they would retrieve it. We were then offered a refund, which we agreed to. We were told by Amazon to return the two **s in our possession (the original from January and the incorrect model **) and we would be refunded. We explained that we do not have a box to ship back the original **, but would ensure it arrives safely. We shipped back both **s, one in the box Amazon sent the replacement in and the original ** in a different brand ** box (to ensure it had the appropriate packaging to be shipped safely) from the ** we ended up purchasing elsewhere. From there, we awaited our refund but, instead, received an email from Amazon saying our refund was denied since we returned the incorrect **. We responded to that email, as directed, and did not receive a response. We then tried calling customer service, which we were told they could not help. We also attempted to utilize their chat feature, which again were told they could not help. On June 28, they charged our credit card again for $313.91 saying we never returned the product. We attempted to chat with a customer service representative and asked what other options we have, because replying to the email as directed was not helpful and they said they could not help and our dispute was denied, which we were not notified of nor did they respond to our email explaining the situation, as it seemed like a simple solution to go open the box we'd sent and they would see the ** they were expecting to receive. At this point, we have no Amazon **s in our possession and we are out $627.82 with no other path towards resolution.
Business Response
Date: 07/13/2023
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 that you have shared with reference the refunds on the returned orders and have reviewed your concerns carefully. We have considered your appeal and issued a refund on the original order.

The refund was issued on Sunday, July 9, 2023 to the card used on the original purchase. You should see it in 3-5 days of issue on your card statement.

If you don't see the refund posted to your account within this timeframe, please contact your issuing bank for further assistance. Your bank can clarify how long it'll take them to post the refund.

If your bank has trouble locating the completed refund, please contact our Billing Specialists so they can investigate why this may be happening. You can email them directly at charge-inquiries @amazon.com. Please include:
- the order number if available
- the last 2 digits of the payment method
- the amount of the refund
- the date of the transaction
- any other information you find pertinent

If your account has been closed or canceled and you have another credit card with the same issuing bank, they can normally apply the refund to your new card. If you no longer have a credit card with the issuing bank, they should issue you a refund check.

I hope this helps address the concern and I hope you have a good weekend.

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

Complaint: 20287256

I am rejecting this response because: as previously stated, we have been charged two times for this TV. Once from the initial transaction in January and again when Amazon incorrectly accused us of not returning the correct item. We have returned both the original TV we purchased and the incorrect replacement that we were sent. At this time, we have only been refunded for one charge and are still owed a refund for our initial purchase, as promised by an Amazon representative, upon Amazon receiving both TVs, which have been safely returned to Amazon as required.

Sincerely,

*****************************
Business Response
Date: 07/27/2023
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 your concern regarding the refund and have reached out to our specialists to review the case all over in response to your appeal. We are not able to issue any further refunds in addition to the one already processed.

On a detailed review, we see that while 2 labels were used, one of them had an incorrect TV returned (INSIGNIA brand TV, model #NS-43F301NA22). The correct TV, "Amazon ******* 43" Omni Series 4K UHD smart TV, hands-free with ******* was not identified in returns processing.

Ensure you enclose the correct and complete item when making a return. The correct item must be returned to receive a refund Amazon does not store items mistakenly sent to us and instead donates, or recycles them, when appropriate and possible. If you accidentally sent the wrong item to Amazon, please contact **************** as soon as possible ********************** cannot guarantee your item will be found and returned, and no compensation is provided for incorrect items sent to Amazon.
***********************************************************************************************************************************************************************************;

If you are able to locate the correct item, I would recommend you ask for a new label to send inm the return. We will not be able to offer further action in this matter and appreciate your understanding.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 07/27/2023

Complaint: 20287256

I am rejecting this response because:

When we purchased the original tv, we received an Insignia from Amazon, which is the tv that we returned. If you check the serial number on the tv we returned, you will see that it matches the serial number on the tv we purchased, as it shows on our Amazon account ******************. This whole ordeal began when we requested a warranty replacement and amazon sent us a different model tv than wed originally received, which is why the replacement was ordered. If youre able to view our chat transcripts with your customer service representatives, youll see that we discussed receiving a ******* as a replacement instead of the Insignia wed originally gotten at the time of purchase. The customer service representative apologized and sent another tv to match the original, but it was sent to the incorrect address.

Sincerely,

*****************************
Initial Complaint
Date:07/07/2023
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.
Amazon listing sold by Amazon.com Services LLC has a product listed and priced as a 6-pack of 2 oz containers and has a unit count of 12oz, but only shipped 2oz of product (1-pack) at the full price. Multiple complaints in the reviews and comments. ****************************************************** received only 1 pack on 7/7/2023
Business Response
Date: 07/09/2023
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.

Thank you for writing to us regarding the error you noted on the Neutrogena item, we sincerely regret the error. I have passed on your feedback to the correct internal team to review the matter.

In this case, I was not able to locate an order or your account, but you could return the item for a refund basis eligibility and date of purchase.

We take errors of this nature seriously, and we will be actioning this internally. We are not able to share our findings or action taken on this matter, we are confident this issue should not be repeated.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:07/07/2023
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 July 4th 2023 I purchased an e-gift card for ************* in the amount $25. Which was suppose to arrive to my email within 5 minutes. After 5 minutes I checked my email Amazon cancelled my order and closed my account. And sent me an email to verify my ownership of the gift card use. I replied with the information and my account was still on hold. Amazon sent another email requesting information about an old debit card that was on my account which I dont have anymore. I explained to them that I no longer had that card and was unable to provide any information about it. Amazon has not been helpful getting this issue resolved as they are requesting information I no longer have.
Business Response
Date: 07/22/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 07/22/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:07/07/2023
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.
Earlier in the Summer I received an email from Amazon that offered to have me review products and then be reimbursed. I was greatly interested in this program and had been writing reviews for years to get this offer. When I finally got the invitation it was highly disappointing. Instead of having any products I would actually be inter tested in using and reviewing they sent me a list of *** toys I could buy and review. Now I am open minded but being a guy I dont have much use for a clitoral stimulator or other *** toys they wanted me to buy. I was hoping I would get another email with something closer to what I use however that never happened. I contacted custmer service and after being blown off by the first agent I spent over half an hour talking to another agent who was more interested in seeing the email than helping me to resolve my issue. I would like to be enrolled in the ***** review program but without the *** toys. Thank you!
Business Response
Date: 07/20/2023
Hello Will,

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.

Our Amazon Vine team will need to help you with this; however, they don't have chat or phone support. You can e-mail them directly at *************************************.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************

Customer Answer
Date: 07/20/2023

Complaint: 20287038

I am rejecting this response because:I have contacted them over a month ago and have been blown off. Why don't you pass this message yo them and have them contact me

Sincerely,

Will *****
Business Response
Date: 08/13/2023
Hello Will,

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.

Will, looks like the email address you have contacted us with doesn't have any account. Let me help you with the issue.

Once an invited customer is registered for Vine, they can visit the Vine website (www.amazon.com/vine) to check back as often or as little as they want to request new items from the three product queues: Recommended for you, Available for all, and Additional items.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/07/2023
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 04/08/2023 I ordered a pair of ************* Hearing Aides, beige color, for $799.99. I received the wrong color (they were black) and I returned them return them on 04/14/2023. I ordered another pair of ************* Hearing Aides, again beige color for $799.99 on 04/10/2023 and again the wrong color (black) was received. I returned those on 05/03/2023. E I used my FSA plan to pay for them. Amazon attempted to return the funds back to my FSA account; however, since it is an FSA account, the account does not accept money from third party companies, only from myself or my employer (possibly because it is IRS regulated). I have been in contact with Amazon since about 04/17/2023 trying to get my money back. The last update was when I received an email on 06/13/2023 indicating a check for about $1,599.98 (total costs for both hearing aids) would be mailed and will take 2 to 4 weeks. On 06/28/2023 I received another email stating that it would take 2 to 4 weeks for the refund check to be mailed. Today is 07/07/2023 and the have not received a check. I called today and spoke with ************** who said he is a supervisor. ************** said the email is wrong, that the check would take 6 to 8 weeks to be mailed. I asked to refund the funds to a card I have on file. ************** said they cannot due to Money Laundering policies. I asked to speak to his supervisor, and he replied they do not speak with customers. As I hope this message conveys, I have been waiting for over two months to get my $1,599.98 back. But each time I speak with someone in Amazon, it is another excuse as to the delay of refunding me. I have over twenty emails and probably just as many calls with Amazon. I have no one else to go to, I cannot find a state or federal agency I can file a complaint with.
Business Response
Date: 07/19/2023
Hello ***************************,

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

I'm sorry that we weren't able to issue the refund for your order to your ************** Account (HSA) or Flexible Spending Account (FSA) card.

Due to Amazon policies associated with Health Accounts (FSA/HSA/HRA), I'm unable to change your refund to another form of payment. You can contact the issuing bank or your account administrator to ask about the options available. Typically, you can find the number of who you should reach on the back of your card. For this type of card, we're required to process all refunds to the original payment method used for the order.

If your FSA or HSA account has been closed or canceled and you have another Flexible or Health Spending Account with the same issuing bank, the bank can usually apply the refund to your other credit card.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 07/26/2023
Good morning,

The issue has not been resolved. As I explained to Amazon, the *** plan will not accept third party credits to my account.

I continue to receive promises from Amazon they are working to resolve the issue. I have escalated the complaint to their executive management, who claim they will return my money by electronic funds transfer. However, it has been close to three weeks and they still have not return my money.

I plan to escalate my complaint to the **************************** with the Washington State Attorney Generals office.

Because Amazon has not been able to return my money, Ive had to postpone making doctors appointments because I do not have any money left in my *** account.

It is now been three months and I am running out of options.

Regards,

******
Initial Complaint
Date:07/07/2023
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'm writing to file a complaint against Amazon regarding the unjust termination of my KDP account. I hope that you can help me to reinstate my account, allowing me to continue sharing my books with readers.A month ago, my KDP account was abruptly terminated by AMZ without providing a clear explanation. Despite my repeated attempts to seek clarification from AMZ, their responses were evasive and failed to shed light on the specific reason for the termination. All I was informed was that I had violated their T&Cs.I firmly believe that AMZs decision was unwarranted and unjust. While I acknowledge that it's possible I inadvertently violated some of their T&Cs, it was never done intentionally. I made every effort to comply with ***'s rules, and any inadvertent mistakes I may have made were unintentional and shouldn't have resulted in such severe consequences.AMZ prevented me from publishing one of my books on 3 separate occasions, citing vague reasons that didn't clearly outline what I'd done wrong. I found myself in a frustrating situation where I was repeatedly denied opportunity to publish my work without receiving proper guidance from AMZ.Without any prior warning, opportunity to rectify any potential issues, AMZ abruptly terminated my account. This decision has had a devastating impact on me both personally and professionally. I invested my heart, soul, and countless hours of hard work into creating these books, hoping to share them with readers.I kindly request your assistance in unblocking my account, as this matter is critical to my livelihood. I was genuinely passionate about bringing value to readers through my books and had high hopes of leveraging AMZ's platform to reach a wider audience. The termination of my account has left me feeling depressed and frustrated, with a sense of hopelessness as I'm now unable to create another account due to AMZ rules.I can to provide you with a correspondence history with KDP, which didn't yield any favorable outcome.
Business Response
Date: 07/12/2023
On June 14, 2023 KDP terminated the publishers account for violating the Content Guidelines. The publisher appealed the decision and we reviewed this case diligently and confirmed that actions taken were correct. We informed the publisher on June 23, 2023 that their account will not be reinstated and we will offer no **************** on the matter.
Customer Answer
Date: 07/16/2023

Complaint: 20286947

I am rejecting this response because it was a hard and abrupt termination of my account without an intermediate warning (suspension).
Lack of a clear, intelligible explanation of the reason for terminating. The vaguest answer. Non-client-oriented approach to solving the problem.

I'm eager to understand the reason for the blocking of the account and make the necessary changes so that I do not violate Amazon's terms in the future.
Sincerely,

***************************
Initial Complaint
Date:07/07/2023
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 bought a radar detector on 6/25/23 from Amazon and it quit working within a day of having it. I paid for it with a $700 Amazon gift card and $38.32 on my debit card. I immediately returned it and it was received at Amazon facility on 6/30/23. They are telling me it will take 30 days to give me my credit back to my Amazon account even though they have had the product for a week. So they have the product and my money and will keep my money for a month. Amazon can get me an order same day but they dont staff appropriately for returns and sit on customers money for 30 days. I want my account credited for the return they received for the defective item. It is not right to hold customers money when they have the product back. This should not be legal. Amazon needs to revamp how they handles returns so there is not harm to the customer. Order number *******************
Business Response
Date: 07/09/2023
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.

Usually it takes 14 days from the date the item is shipped and sometimes upto 30 days. As mentioned by our customer service department, you will need to wait till July 27, 2023 before we can take further action.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/07/2023
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.
An account of mine on ******************** was wrongly closed, The account was under the email ********************* I had this account since 2020 and a few weeks ago I placed and ordered it (June 22nd). 5 days later the account was closed under the statement "Our records show that we previously closed an account of yours for violating the terms of our Conditions of Use agreement."Bur I never had another account, therefore I had never had another account closed.I've asked for more details of this, and a review of my account but they've been sending me copy and paste emails with generic information in response.At last they told me "We will likely not respond to further emails about this issue."And never had a specific response of what other account are they talking about, nor what terms of their conditions were violated.I would like to have specific information about this matter and have my account reinstated please.
Business Response
Date: 07/28/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 28/07/2023 confirming account reinstatement.

Sincerely,

Matt
Amazon.com
Initial Complaint
Date:07/07/2023
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 6-22-2023 I purchased a volt ***** electric bike 1000w 20 adult. The seller removed the funds from my bank and shipped the item. When out for delivery I noticed it was shipped to a ******** address in which I have never used or known. It was hand delivered to whoever is in ******** address. I reached out to Amazon and the seller and they said to allow time for a response. Still no response and Amazon message assist puts me in circles. I think it was done intentionally because they priced the item wrong and they do not want to honor the price for the item so they miss ship hoping the customer would just ask for refund rather than they uphold their end of sale. Amazon customer service is not helpful and push back as to its a third party vendor so I need to resolve it with the seller.????? so now Ive paid for an item that some unknown person recivied **** miles away from the ship to address. Acct: ********************** Order: 111-4963729-0404261 Tracking: China post. AG987113073CN
Business Response
Date: 07/09/2023
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.

As the address you have chosen and the address to which the order shows delivered doesn't match, I've filed an A-to-z claim and the claim was instantly approved in this case. You've been issued a full refund of $103.81. You will see the refund in 5 business days in your card.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/14/2023

Complaint: 20286766

I am rejecting this response because:

It was a bait and switch or false advertising from the beginning. I did not want a refund for this order, I wanted the product or like product for the price offered at purchase of original item. The seller shielded by Amazon has never responded and purposely shipped the item to a random address to avoid living up to their end of the purchase agreement and automatically initiating a refund to save them money. Mind you, they charged and held on to my money since the order was shipped.
Sincerely,

***************************
Initial Complaint
Date:07/07/2023
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.
Purchased an iPad mini, cover and pencil through Amazon. Canceled it prior to delivery. I was still charged. I still havent received my refund. Its been 14 days and I never had the product. Ive contacted customer service and they cant issue an override. I just have to wait. I explained I never had the product Amazon had always had it.
Business Response
Date: 07/10/2023
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 return.

Unfortunately the only option we have for the Kindle Scribe is a pickup and not drop off. You may want to arrange for the return accordingly.

If you wish to return via pickup, please let us know so that we can help you.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/17/2023

Complaint: 20286558

I am rejecting this response because: this has nothing to do with the kindle scribe. It is the iPad mini. If Amazon was attentive they would have read this complaint and not been offering a solution to a product I was not talking about. This supports the lack of customer service.

Sincerely,

***************************
Business Response
Date: 08/16/2023
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.

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

I've issued a full refund already on Monday, August 7, 2023 in the amount of $1016.54. You should see the refund in 5 business days. You were already sent an email regarding the same.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************

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