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

59,442 total complaints in the last 3 years.
21,579 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: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.
Date of the transaction : Thu, May 18 The amount of money you paid the business: $2.5 What the business committed to provide you: shopping product What the nature of the dispute is: Amazon hold my account Whether or not the business has tried to resolve the problem: My friend sent me a gift card so I don't have anything to verify that. I called **************** to explain but ********************** don't unlock my account Account : *********************** Order : #***-6204430-6607451
Business Response
Date: 07/27/2023
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:07/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
order # ***-9037058-4919411 purchase date July 1, 2023 transaction amount $47.65 item purchases: *********** Leash Camera Strap Sage (L-SG-3)Purchased item was of a different color and condition than described and was subsequently returned to the merchant via *** tracking# 1Z R68 729 90 **** **** As of now refund was not issued for the returned merchandise
Business Response
Date: 07/07/2023
Hello ******,

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

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

I've checked and see that your order was delivered at our returns center on Jul 5, 2023. Usually it takes upto 14 days from the date the carrier has received the package to process the return and refund. I would request you to please wait till June 16, 2023 before we can take any action.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/12/2023

Complaint: 20279588

I am rejecting this response because:
Refund has not been issued for the returned merchandise by the business
Sincerely,

*****************
Business Response
Date: 08/15/2023
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 return.

Unfortunately due to technical issue, I was unable to issue refund to your card. I would request you to please let me know if a Gift card would be fine for the refund. If not, I will need to see what other option I have in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
*****************************
Customer Answer
Date: 08/17/2023

Complaint: 20279588

I am rejecting this response because:
Merchant still has not issued any credit despite the email communication offering the option of credit. After responding to the merchant's email accepting the credit offer, I've received no credit or further communication regarding the credit, I question the sincerity of the merchant in resolving a straightforward and simple refund issue, Attached is the latest online transaction showing no credit and the merchant's email communication offering the option of account credit.

Sincerely,

*****************
Business Response
Date: 08/22/2023
Hello,

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

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

We look forward to seeing you again soon.

Regards,

Praveen M
Amazon.com
*****************************
Customer Answer
Date: 08/23/2023

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:07/05/2023
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 returned a dog gate from order number 111-5073887-2642652. I instead refunded for dog treats which I never returned and still have in my possession. I am looking for a full refund for the dog gate that i returned. The dog gate is significantly bigger in size and heavy. Im not sure how it could have been confused with dog treats but it was. I was denied a refund by customer service and was hung up on. I have no dog and they are $156 richer
Business Response
Date: 07/07/2023
Hello Alena,

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

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

I've checked and see that the return label used was for "Stand ****" Extra Tall Dog Gate for The House - Long Large Pressure Mounted Baby Gates with Door for Stairs Doorways - Walk Through Indoor Toddler Pup". However, the item which we received was "Amazon Brand - Wag Freeze-Dried Raw Single Ingredient Dog Treats Chicken Breast". As this is another item in the order, it was refunded. We didn't receive the item which was intended. If you feel something went wrong, please contact *** so that they can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent an iPhone 12 into their trade in program on May 17, 2023. TRN-*******-******* by **** Per email instructions I was to send the iPhone in by May 18, 2023. They received tge iPhone on May 19, 2023. After hearing nothing from them I did a customer chat and was told the receiving didn't sent phone to the next department but within 3 days I would have my ****** Amazon gift cars as offered. Then I received email that it offer expired because iPhone wasn't received in time and my phone would be sent back. After several chats and calls I'm being told different stories. Such as gift card being processed, phone doesn't qualify, and so on. I was told I had to wait for email with tracking but there's no time frame as to when. Then I was given a ticket number where they were supposed to be investigating and would get back to me in 48 hours on 6/2423 ticket number v9942064793. I still haven't heard anything, on June 29, again I go through all the situation again with Agent ***** and she was supposed to call me on July 3 but no she didn't. I call today July 5 and spoke with *** who said she sees nothing but would check and call me back ***** hours. This had been going on and they wouldn't give me anymore information. I believe my phone is lost or stolen in there system and I'm being put off and no one will address the issue. I feel they should do as said and give me the agreed amount or send my phone just as I sent it to them. 6 weeks and I can't even get an answer.
Business Response
Date: 07/17/2023
Hello *****,

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

I'm sorry for the trouble you had with the Trade-in.

As you have returned the item late, the trade-in expired and refund wasn't issued.

I've checked and see that our customer service department issued refund in this case to your gift card balance. I hope this issue is already resolved.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/26/2023
They did give gift card, yet they didn't tell the truth. As I have email telling me when to mail by,. But as long as they finally gave me my due. And I wouldn't have contacted you if they had simply returned my phone as the policy stated. They just kept telling me to wait and there was no time frame, yet they told me it was 14 days total for return.

Thank you for your help
Initial Complaint
Date:07/05/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 8, 2023, Order# ***-6822348-0657039 was placed for Lenox ****** Butterfly Meadow Bunny Covered Butter Dish (1) for the Grand Total: $36.81 on **** ending in 1192.I have returned this order to ****** and I have received a refund. However, I was sent a message stating that I will be retroactively charged on July 9, 2023 for this item. I tried to contact Amazon for assistance and was told that they can disarm the charge before it takes effect but no one took action to do so. I am expected to jump through hoops for someone to waive the charge for something as little as a butter dish. Please provide assistance in this matter. Thank you.
Business Response
Date: 07/08/2023
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 and checked the order in question, upon checking the order I see that the return center didn't receive the correct return for the item.

Which is why they've sent you notification that your payment method will be charged.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 07/19/2023

Complaint: 20279166

I am rejecting this response because I have already responded to Amazon with the following message on July 8, 2023:
Good afternoon,

According to my research, the item has not been scanned in and the item is considered to still be in transit. My last communication with Amazon established that the warehouse has yet to process it.

As for the item itself, it was returned to Kohls in the condition it was received. Not only do you have the item but you are still considering charging me for it.

I am requesting Amazon to disarm the retro-charge before it takes effect.
Amazon replied on July 11, 2023:
Hello *********,

I've reviewed your reply and I understand your concern in this regard.

Unfortunately, we do not have the option to disarm the retro charge at this moment.

However, once you get charged you can contact us in this regard, we will issue a refund for the charge.

I understand taking an additional step will not be convenient, we appreciate your patience and understanding in this matter.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************

finally, I have replied on July 14. 2023 requesting a refund as the charge has taken effect but I havent received a reply.

Sincerely,

***********************************
Business Response
Date: 08/02/2023
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 reply and checked the order in question, upon checking the order I see that a refund of $36.81 has been issued for the charges on the item.

Refund was issued to the original payment method on Thursday, July 20, 2023. Refunds typically gets processed within 3-5 business days from the issue date.

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

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 08/03/2023

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:07/05/2023
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 sofa from my Amazon Business Prime account , which includes full refunds on items returned. I paid $474.10 for the sofa. It was a present for my daughter. Shortly after the purchase, we received notice that our daughter had to move to another location and the sofa was not needed anymore. We contacted Amazon immediately to request the refund. When they responded , they indicates that we'd be refunded for $320.00 instead of the full amount. MY complaint is due to the misleading business practice of Amazon that doesn't indicate that the refund (especially if one owns a business prime account, such as myself) will be determined by them--nor that it would be less than the full amount paid for an item. I called their **************** number, spoke with a representative who indicated it ws their decision to determine how much to refund, not the client. Again this is a complete misleading business practice that leaves the customer with no recourse that I know of (other than filing a complaint thru BBB) . They should be sued and forced to pay back the balance of refunds that I am certain now owe to millions of customers.
Business Response
Date: 07/17/2023
Hello ******,

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

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

I see that the return reason was not due to an error from seller's end. Also it costs to return the item and also shipping it. In this case, the refund was only partial.

You can check with the seller for further assistance. We are unable to issue refund in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/19/2023

Complaint: 20279131

I am rejecting this response because:
When I purchased the sofa , in the "return Policy " window, it clearly says ELIGIBLE FOR RETURN , REFUND OR REPLACEMENT WITHIN 30DAYS OF PURCHASE". I submitted the request 24 hours after the purchase; the sofa hadn't yet been shipped. First, the return policy doesn't indicate that the refund could be less than total amount paid, second, you had ample time to stop shipment considering that at the time of my request you still hadn't shipped the item . Finally, your return policy should have been clear that it would not be for the full amount of purchase- I am attaching also a screen capture Dated June 23, 2023 --1 day after the purchase-- showing that you received the refund request prior to having shipped the item. Your stated reason (in the response you sent) to charge me for the return shipping charges is not valid .
Sincerely,

***************************
Initial Complaint
Date:07/05/2023
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.
*********************** There are more and more problems with purchases with Amazon.com. From the last complaint a few weeks ago about these growing demographic problems of these *********** Dropout Types working at the lower levels of amazon services. Now there are creative delivery problems where they take pictures of delivered items not at the address stated. Today (2023/07/05 wed 09:30am), amazon.com messaged me the delivery of four items delivered not at my stated address with picture showing items delivered not at the stated address and additionally "no delivery" of drink items (taken by delivery -personnels' for their own consumption x2 pack of "*************** Regular Soda"). There is no corrective entry for stating to amazon.com that there's no actual delivery of purchased items to stated address. So the only recourse is to state to the website that "wrong item was delivered" in order to request a replacement to be sent. Seems like the problem evolved from HomeDepot/Lowes delivery personnel problem of "missing parts" of delivered items are now squarely inside Amazon's lower level delivery workers. I want a resolution of Amazon to deliver my stated items today and not double charge me. I will end all future purchases from now on to help Amazon decline their business until the old more normal quality services return and do maybe small only low priced purchases in small amounts to help prevent arrogance of any personnel or business. Very disappointed at the embracing of high school dropout types' criminal ******** now at amazon.
Business Response
Date: 07/08/2023
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.

Regarding your request for replacement for for TBA307456578611 on 114-8612268-9825803, as package was damaged at station and disposed, refund was already processed for the package on July 6, 2023 at 12:05 AM (PDT) for $16.40 to Original Payment Method(VISA).

Also, you have contacted the logistics team regarding the 4 items which didn't get delivered. I would request you to please help me with the order numbers and tracking numbers so that I can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/05/2023
Type:Customer Service 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.
Called Amazon Support to assist in installing the Cimcime Lighted Liquor Bottle Shelf i spoke with ****** who had no idea what she was doing she ask what was in the box I told her screws remote and the shelves SHE COULD NOT HELP, Then supervisor ******* stated I was beyond my 30 day return but I immediately told him I called your support number within ***************************************************************************** ( ******) ) Now since their support line admitted they could not help ( whats the point of having a support line with no support how to install the item) I need BBB to ensure I receive all my monies returned I want an apology from Amazon due to their support could not give directions how to install the shelves. I spent over $195 on shelves with no directions nor instructions on how to install. Poor service Also I shouldnt have to spend time to take something back Amazon promised to assist me with and couldnt I want my Amazon Store Card Credited ************************
Business Response
Date: 07/07/2023
Hello Walteretta,

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

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

I've checked and see that a full refund has been issued for the order in the amount of $225.71 on Wednesday, July 5, 2023.

The refund should be credited within 5 business days.

I've forwarded the feedback on your order to the concerned team so that they can work on future improvements.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/05/2023
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.
My name is *************** and my account is ********************** My account has been closed by amazon for no reasons. I tried to contact amazon but there is no response and no emails back. I still do not know why. I live with my other family members and I knew my dad's account has been closed by them but it is my dad, not me. I hope amazon can distinguish different people and get my account back as I still have lots of orders and gift card balance of *****b in my account. Thank you.
Business Response
Date: 07/21/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 21st July 2023.

Sincerely,

********
Amazon.com
Initial Complaint
Date:07/05/2023
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.
Refound not issued for a product I purchased from an Amazon seller. Amazon states they have an A to Z guaranteed that if the seller does not give you a refund they will honor and refound you. The seller received all items in the same box but refounded only one item and kept the money for all other items. When I provided Amazon all proof they requested they decided to just close the claim and not issue a refound ignoring all proof received. Citing that the seller received the items late but that is not true. All items were received together in the same box with all provided shipping labels for each item. Upon reviewing the sellers reviews there are multiple people who this has happened to. The seller now has the product and my money. Order date Apr 8, 2023 Order #***-4640678-0072223 Order total $66.05 (3 items)Company name Kiwisota Amazon is allowing them to continue doing business in their site even after this complaints. Amazon is doing false advertising or regards to their A to Z guaranteed claims when dealing with missing refounds. Additionally, I was not allowed to review the seller with any warnings over the non issued refound or on any of their practices on Amazon website. Upon reviewing other ratings there are several claims for the same and other additional issues.
Business Response
Date: 07/08/2023
Hello,

Thank you for taking the time to provide us with more information regarding the claim on order 111-4640678-0072223. Upon further review, we have decided to uphold our original decision.
We have closed buyer's claim because buyer did not return the item within the return window period.
Thank you
Customer Answer
Date: 07/08/2023

Complaint: 20278709

I am rejecting this response because: the items were returned on time. One of the item was older by 8 day and it was in the same box as the other 3 items. The older item with a price of a little more than 14 dollar was refunded but the newer items bout that amounted to more than 66 dollars were not refunded. If that was the case why was the item the was purchased first and was older refounded if it was in the same box as the newly purchased items. Additionally, Amazons A to Z claims they guarantee their vendor purchases returns. ***** the reason I purchased from Amazon. The vendor is lying and it has done this to many other costumers. Amazon is allowing them to plain out steal from costumers and not resolving the complaints or removing the vendor from the platform. The vendor stole that money from me by keeping the money and the merchandise.
I request a refund or the items and a revision to your advertising of the A to Z guaranteed so it's more reflective of the truth. Additionally, I ask you to remove the vendor from the platform and to refound every costumer that has been scammed and los money to them. I request a formal investigation into this matter.

Sincerely,

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

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