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

59,406 total complaints in the last 3 years.
21,548 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:07/06/2023
Type:Billing 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 Recieved an email from Amazon stating I didn't send back a pkg on a faulty part and are going to charge me for it.This part was returned to the *** Store like it was supposed to be and another ordered which I recieved.There is no way to get a hold of Amazon to discuse this problem. I have tried for over a week there is no way to contact Amazon
Business Response
Date: 07/08/2023
Hello,

I am 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.

I'm sorry for the inconvenience caused with your order #***-7865971-1039406 and the email received from our end.

I've taken care of this and you can ignore the email you received, you'll not be charged anything as you already returned the item.

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

Regards,

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

Complaint: 20282665

I am rejecting this response because: Amazon Already Charged my account for this on July st 2023 even before the deadline in there email, inwhich this was already returned

Sincerely,

******************
Business Response
Date: 07/15/2023
Hello,

I am 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.

I've gone through the order details and account and I see that you were not charged for it as it is already taken care for the order #***-7865971-1039406.

If you are still is any similar charge, please contact the bank to get the exact details of the charge as it was not made from our end.

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

Mahendra
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 the business and or credit card company charged me. I was able however to get the credit card company to reverse the un authorize charge
Sincerely,

******************
Initial Complaint
Date:07/06/2023
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 spoke to an Amazon customer service representative on June 22nd on a recorded line. And I asked if I could return an item (Echo show 15) that was a few days past the 30 day return period. The agent went and talked to his supervisor and the supervisor said to issue me a refund for the item for $249.99 and I can keep the item. 2 weeks have gone by and I still havent received a refund or confirmation. I did receive a refund for a remote for $30 that I didnt even want refunded that was in the same order. And Amazon is telling me now they made a one time exception for the $30 remote I didnt even want and they cant refund the $250 item now that I wanted. I was lied too and promised something and now they are not fulfilling their promise. Order number 114-8791597-7008218
Business Response
Date: 07/08/2023
Hello,

I am 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 complaint details, I see that you are referring to the order #***-8791597-7008218 regarding the refund.

Based on investiagtion, the refund can only be issued once the item is returned. I'm sorry forn the incorrect information provdied.

I request you to contact our customer service so that they can check if you can return the item to get refund as that is the only option.

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

Regards,

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

Customer Answer
Date: 07/08/2023

Complaint: 20282652

I am rejecting this response because:
I have already spoken to your customer support twice they are not allowing me to return the item. They said the one time courtesy to refund a item was used on the $30 remote which I did not want to use it on and they can no longer do anything else for me. As I was told previously the one time courtesy would be used on the $249.99 echo show 15. So your response is not good enough.
Sincerely,

Marcello *******
Initial Complaint
Date:07/06/2023
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 bed frame from Amazon that I never received and Amazon is stating that a refund cannot be sent to my chime in which the item was purchased and they were trying to get me to purchase a Amazon gift card for 200 dollars
Business Response
Date: 07/08/2023
Hello,

I am 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.

I'm sorry for the inconvenience caused with your order:-112-5839561-0194622 regarding the delay in getting refund.

Based order details, the refund of $283.05 is processed on Friday, July 7, 2023 to your original payment method. You'll receive the refund within 3-5 business days

The refund confirmation email was sent to your registered email address on Friday, July 7, 2023 at 10:25 PM (PDT).

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:07/06/2023
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.
My computer monitor does not have speakers, so I need external speakers for my computer. I've been using my digital piano for speakers but I wanted to move my digital piano to the living room in order to make room for another desk in my office.I needed it ASAP for work I needed to do, so I found a pair of speakers on Amazon that were available to deliver overnight. They were promised to be delivered on July 3rd.I forgot to set the address for my home address and clicked order without thinking, and I IMMEDIATELY WITHIN FIVE SECONDS went to chat with support about changing the address because the help document is wrong there is no "edit address" button on the view/edit order screen.I was told that the order was in "advance shipping" stage and the address cannot be changed. I have no idea how this could be 5 seconds after placing the order. The chat agent insisted they are not able to change the address. I told them I would just deal with it.I needed it delivered to my home because the place that receives my packages was closed July 3rd and 4th.Now my shipping instructions for this place clearly show that the place is CLOSED outside the hours of 9am - 6pm Monday-Friday. Amazon attempts delivery at 8:37am on the 3rd! Then I get a chat with the confused delivery agent saying "How do I deliver to this place?" READ THE ****** It's closed July 3-4... I told him this and said to delivery it to my home and gave the address. Nothing.On the 4th they erroneously say the delivery address is wrong. On the 5th when they CAN deliver it and the place is open, they try at 6:37AM!!And again I get the email. DO THEY NOT READ THE DELIVERY INSTRUCTIONS?What's worse the person both on chat and on the phone says they can't deliver it to an address outside of 1 mile of the delivery address on the order. WHY? It's not like the driver just stays within 1 mile of that place all day.This is an absolute unacceptable business failure that needs to be rectified.
Business Response
Date: 07/08/2023
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 due to delay in order getting delayed.

Based on order details of order #***-0896993-3603402, it is marked as delivered on Friday, July 7, 2023 which is 4 days later than Guaranteed Delivery Date.

We always try to fulfill our delivery promise by delivering the items on time, but in very rare situations due to various external factors such delays occur.

I'll make sure this to forward to our concern team so that our team will work on it so that such issues won't get repeated.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 07/08/2023

Complaint: 20282491

I appreciate that you are going to forward this problem to your "concern" board. I'm not really sure what that is, but is something you said which is quite erroneous and feels like some PR go-to phrase.

This needs to be addressed by people with the power to address it. People need to be able to change the address of their orders if they have not yet been delivered, at least if it's being delivered by Amazon. Because you may not have control over the delivery address of **************** or other carriers but you do have control over your own. Then the drivers need to be able to read the delivery instructions, and I don't even know.. I mean like I said.. I went there to pick up an item that said it was delivered and I saw it was closed for the holiday because I read the sign. I already knew it was closed, I had just forgotten since Amazon said another package was delivered-- but they dropped it in the mail slot, which I didn't know the business had. (won't fit packages. this was a smaller envelope)

The thing that you said that is erroneous is that you said in "very rare situations" but this is a rare situation at all. This has happened 7 times already that delivery attempts are made outside of business hours despite the instructions being pretty clear showing the hours are from 9-6pm (9-3pm on Saturday) and closed on Sundays. Every single other time the order is infinitely delayed until it gets cancelled. The only thing rare about this incident is that I actually got my item delivered.

So please be accurate when you tell your "concern" board about this and don't mislead them by saying it's a rare occurrence. It happens all the time.
Sincerely,

*************************
Initial Complaint
Date:07/06/2023
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 use the **** app for cashback on my daily purchases. All the cashback went to my Amazon account balance in the form of gift cards. I'm trying to use those gift cards and they just locked my Amazon account. I still have a lot of money in my account. My account email address is ******************* And I don't have access to the phone number on my Amazon file now. Please help me resolve this problem. Thank you!
Business Response
Date: 07/24/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2023-07-24.
Sincerely,
********
Amazon.com
Customer Answer
Date: 07/24/2023

Complaint: 20282246

I am rejecting this response because: they account is closed after I provided information on how I get the gift cards.

Sincerely,

*************************
Business Response
Date: 08/01/2023
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.
Initial Complaint
Date:07/06/2023
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 purchased , ORDER # ***-7184723-8324219 Vestil A-LIFT-S-EHP Adjustable Straddle Hand Winch Lift Truck, 42-1/2" Length, 43-1/4" Width, 80" Height, 350 lbs Capacity trough on May 17th 2023. Shipping time 4-6 weeks, no problem i ordered.Problem is that carrier schedule and reschedule delivery appointments. 1st carrier ask me to schedule appointment on line, carrier provide available dates and i picked first available date which was July 5th, 8am to 3pm. In the meantime carrier called me to reschedule appointment for Thursday July 6th 8am to 3pm i said ok, pre plan Thursday not going to work and lose money because carrier requires to be at home for signature on BOL, On Thursday July 6th i'm receiving call from carrier that the delivery appointment need to be reschedule again and that package is still in transit. I spoke with carrier representative and explain that i took day off because of this delivery and loosing money not working. When i ask for compensation, ******* said that they don't have anything to do with that and need to be addressed to Amazon. Amazon try to solve problem with $20 gift card. Not work for me because me not working is about $800 lost, So i tried to explain to them, but they said that is the best they can do. So i decided to file complaint.
Business Response
Date: 07/11/2023
Hello,

I am 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.

I'm sorry for the inconvenience caused with your order:- 111-7184723-8324219. Issues like this where it keep on repeating feel you bad about the service. I would have felt the same .

Based on investigation, the team working on the issue regarding delivery of the item and as you requested we don't have option to offer $800 gift card as compensation.

The only option is to offer $150 gift card as compensation for the delays occurred. I request you to reply to this email with the confirmation, once we get confirmation I'll process the gift card and help you with the confirmation.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:07/06/2023
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.
The date of transaction was Monday, July 3, 2023 Amount of money paid was 176 USD gift card balance The business committed to provide beyerdynamic DT 770 PRO 80 ohm headphones for control and monitoring purpose The nature of the dispute is account closure due to "We took this action because you consistently asked us to issue refunds for a large number of your orders. While we expect the occasional problem with an order" I have not in any way asked nor refunded any of my orders and I believe my account has been mixed up with another. The email was received on Thursday 6 2023 at 3:20 PM, ************ time.The business has refused to rectify or resolve the problem My Amazon account Ceastygoods /Order #***-5980292-7742609 / Tracking number not given by Amazon
Business Response
Date: 07/08/2023
Hello,

I am 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 complaint details, I see that you are referring to the issue related to your account.

As we can see the investigate team already sent you the confirmation and we don't have any option to take action from our end.

If you would like to appeal this decision, reply to that email to reach an account specialist. Our **************** team can only confirm that we sent this message and help you with technical issues.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 07/09/2023

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,

Ceasty Goods
Initial Complaint
Date:07/06/2023
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 am writing this to express my extreme dissatisfaction and frustration regarding the recent handling of my return and refund request for two Neewer LED video lights, order number [ORDER # ***-0258472-7071469] [ORDER # ***-6945789-6746656]. Despite my efforts to follow your return procedures correctly, I have been unfairly denied a refund based on false claims made by Amazon.I ordered two Neewer LED video lights from Amazon's website. Unfortunately, upon receiving and testing the products, I found that they were not strong enough for my intended use. Realizing this, I promptly initiated the return process through Amazon's online portal and requested a ********** for the item to be returned.After several days, the package was successfully delivered back to Amazon's fulfillment center, as confirmed by the tracking information provided by **** To my surprise and disappointment, I received an email from Amazon stating that I had returned the wrong item without any substantial evidence to support this claim. Moreover, the email further stated that I would not be eligible for a refund due to the alleged incorrect return.I want to emphasize that I did, in fact, send back the correct item that was initially purchased from Amazon. I carefully packaged the Neewer LED video lights in their original packaging, including all the necessary accessories and documentation. The return label provided by Amazon was securely affixed to the package, leaving no room for confusion or doubt regarding the contents.I find it deeply unfair and unacceptable that Amazon is refusing to acknowledge my legitimate return and denying me the refund I am entitled to. This situation leaves me with the impression that Amazon is purposefully disregarding the evidence provided and prioritizing its own interests over customer satisfaction. I believe it is essential for a reputable company like Amazon to maintain a fair and trustworthy relationship with its customers.
Business Response
Date: 07/08/2023
Hello,

I am 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 complaint details, I see that you are referring to the order #***-6945789-6746656 & ***-0258472-7071469 regarding the refund for the items.

Based on details, we can see the investigation team already started working on it and asked you for additional information.

To take any further actions request you to reply to the email from June 28. By replying only they can work on it and help you if there is any further actions.

In this case we don't have any option to take actions as the investigation already working on it.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 07/08/2023

Complaint: 20281849

I am rejecting this response because:

After reaching out to the investigation team and responding via email, I have received the following response.
"Hello,

Thank you for helping us better understand the activity on your account. We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.

We cannot issue a refund for this order until we receive the correct item.

If you have no further feedback regarding your shopping experience, we can close this conversation and you can continue to shop as usual on Amazon.com.

Our **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision taken on the order 114-6945789-6746656 or share more details on this matter."
No evidence has been presented to suggest that the received item is incorrect. It appears as though Amazon is attempting to establish its superiority by asserting the infallibility of their claims, which is entirely unacceptable.

Sincerely,

*************************
Initial Complaint
Date:07/06/2023
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 bought chairs on Amazon December 19, 2022 for the amount of $843.09. I decided to return the chairs because a few were damaged and I couldn't find a table to match them. When I went to return the chairs to the *** store, I realized I was supposed to pay for the S&H which was $593.61. I left and called Amazon. They contacted the seller and the seller refused to pay for the S&H. I was then told by Amazon that since the seller was not being cooperative, they would be taking over and would help me. Amazon told me that if I paid for the shipping and handling for the chairs myself, they would reimburse me once I showed them proof of the receit of what I paid, which was $593.61. They sent me an email so I could send proof of my receipt and told me I had to wait 3 days. I did and never heard back from Amazon. Then I was told I was sent the wrong email. They sent me another email and I resent the email and attached the picture of the receipt I paid. I waited again and didn't hear from them in 3-7 days as I was told. This same thing went on for MONTHS. I did what I was told by them, and I never received my refund. I contacted *********** because I used that credit card to pay for the S&H. I called to see if they could backcharge the amount and explained to them what happened with Amazon. They told me they had to take it up with *** since that was where it was paid. They gave me a temporary credit and then I just realized today, they added the amount back. They said the claim was challenged and *** said I had to deal with Amazon,-"again."Amazon promised me something they never intended to fulfill. Amazon did pay back the amount $843.09 for returning the chairs, but I was never paid back for the S&H I paid. I am asking to be paid back $593.61, the amount I paid for shipping and handling. This is not okay what Amazon did. They shouldn't get away with this. I was lied to, given false emails, and I was taken advantage of. Please help me.Thank you,*****************************
Business Response
Date: 07/09/2023
Hello,

We have reviewed the issue filed for the **** 113-6804791-6197829 and noticed that buyer is requesting for a refund on the return shipping charges. The receipt that was provided earlier by the buyer, cannot be considered as valid as the return tracking numbers are not reflecting on the receipt. For us to consider a return receipt valid it should have the following:

1.) It should have valid return tracking numbers.
2.) It should have delivery date and time.
3.) It should have shipper details.
4.) It should have return charges involved.

Hence, we are requesting a valid return receipt to the *** Gurantee team for ** to further investigate this issue.

In Summary, we are unable to issue a refund for the return shipping charges at the moment as the return receipt provided cannot be considered as a valid evidence.

Thank you
Initial Complaint
Date:07/06/2023
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.
Dear bbb team, I would like to file a complaint against amazon.com. My account Alpha Beats was deactivated due to review manipulations. I contacted the account health team and was told that my account wouldn't be reinstated as that was a repeated violation. I was told that I had violated the same policy three times and the account had been deactivated permanently. But the thing is that I only violated the policy in December 2022. That time I inserted gift cards to the products asking for a review in exchange for a refund. I immediately took action and removed all the inventory from the fba storage in order to dispose of those gift cards. The problem was that a few items got stuck in transit for a long time and I couldn't return them. That's why in February ******************************************************************************************************* the storage. I immediately contacted the support team and we resolved that issue by phone. So there wasn't any violation from my side that time. That happened as for some reasons the fba team couldn't immediately send me my inventory. Therefore I would like someone responsible from the amazon team to check this issue once again and contact me regarding the status of my seller account. I am willing to provide any necessary information and documents in order to reinstate the account. Best regards, ***********************************.
Business Response
Date: 07/18/2023
Hello,

We reviewed your account and the information you provided, and decided that your Amazon seller account will remain deactivated. Continue to ship open orders and respond to customer inquiries to avoid further impact to your account. Funds will not be transferred to you but will stay in your account while we work with you to address this issue in accordance with ********* withholding policy":
***************************************************************************************;

You can see your balance and settlement information in the "Payments" section of Seller Central. If you have questions about those, write to: ***************************************

Why did this happen?
We have made this decision because you have continued to manipulate ratings, feedback, or customer reviews on **********************. We have a zero-tolerance policy towards any customer reviews violations. To learn more about our "Customer product reviews policies" go to Seller Central:
*******************************************************************************

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