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

57,969 total complaints in the last 3 years.
21,692 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:07/03/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I subscribe to Amazon Prime for which I pay $140 a year. This is a paid premium subscription and membership. As part of this Prime membership I am to receive next day delivery on my orders. However Amazon routinely delivers my orders late. For example an order that I placed currently is delayed with no firm delivery date as of now. The order number is 113-7114606-3760258. Amazon should be compensating me for this delay and should also be penalized.
Business Response
Date: 07/05/2023
Hello,

I'm Sandhya from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
I've reviewed your complaint details and I'm sorry to know that you haven't received your order.

Upon checking with our internal team, I can see that Stop and Return Request taken by our team and refund of $200.46 already processed on order to your original payment method on Tuesday, July 4, 2023.

Also, to compensate for the inconvenience you have been issued $15.00 promotional credit to your Amazon account, which you can use for future purchases.

I'd like to bring you notice that, selecting One-Day or Two-Day shipping (Prime included) doesn't mean your order will arrive the next day, that means after shipping your item from fulfillment center, you *** receive your package within selecting shipping speed.

It also takes time to receive the item from our suppliers, package it, and prepare it for shipment. The One-Day or Two-Day delivery option you choose *** not directly correspond with the carrier-branded shipping service used to deliver your package.

We use your desire for a specific delivery date along with our knowledge of carrier capabilities (acquired through sending millions of shipments) to select the most appropriate and efficient shipping service available for your order. I hope you understand.

While we respect your request for additional compensation, unfortunately we wont be able to honor it.

We appreciate your patience and understanding here.

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

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:07/03/2023
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 the following Jun 29, 2023 Order #***-8552325-5389067 Order total $67.54 (1 item The item delivery was canceled by amazon due to the item being damaged in transit.I requested a refund, but was told that was not an option. I was told to reach out 30 days later and at that time they would see what options were available.Amazon has the item I paid for that was never delivered and my money. I would like my money. If item was damaged in their warehouse and never made it to me I should be able to get my money back.Reached out several times but was told that the refund was not an option at this time.
Business Response
Date: 07/09/2023
Hello Johny,

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

I've reviewed your complaint details and I'm sorry to know that you haven't received your order #***-8552325-5389067.

I've investigated with our internal team and can confirm that package is damaged and being returned to seller. To make things right, we have issued refund of $67.54 to your original payment method. You should be seeing this refund posted to your account within 3-5 business days.

We appreciate you bringing this to our attention. Thank you for your patience and understanding.

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

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:07/03/2023
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.
Was given refund on 6/19/2023.15 days later,no funds from refund in bank.As ****** says $26.94 refunded on 19 th.my bank has no record of this refund.I have called Amazon 25 times over last week,and nobody will help me resolve this issue.Amazon keeps blaming my bank,who has no record of said refund.so I get nothing,just Amazon telling me I have been refunded,but until $26.94 lands in my account, I have not been refunded.Maybe bbb can get AMAzON to call my bank and resolve this,they sure won't do it for me.The only way this can be resolved is for Amazon to call bank,to figure out what is going on.but so far Amazon refuses to do this,they would rather rob me of $26.94,than contact my bank.please help me resolve this,This is also elderly abuse that Amazon has been, mentally abusing me over this,as I am 60 and disabled.and this has caused me mentally breakdown,so I contact bbb.please help
Business Response
Date: 07/05/2023
Hello ******,

I am ***********;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'm sorry for the inconvenience caused with the item purchased in the order #***-3913719-9424255.

I've reviewed the details of the order and see that the issue was resolved upon contacting our customer support team.

I see that our team was able to help you with the refund using the other item from the order.

However, as the refund on the item in query is successfully processed on June 19, 2023 to your Master Card, you may check your updated bank statement to trace the refund details or contact your bank with the refund Transaction Id ************.

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 07/12/2023

Complaint: 20271406

I am rejecting this response because:
Issue unresolved till all funds missing back in my bank account.

You cancelled 7 orders,and have not refunded for items.

As in *** cancelling my orders a full refund should have been made.

Don't believe anything I m being told by Amazon.

As *** cancelling orders,is on you,and not returning funds from no delivered items may be illegal buisness practice.

So this how you treat bbb complaints?

10 COTUMER service people say after *** returns items, I shall have to wait up to 10 days for my funds.

The 11th person says items won't be cancelled till end of this day.then up to 10 days to RECIEVE refund. I m elderly,this is elder abuse,plain and simple.

There is no reason to withhold funds because you're shipper has an internal issue.Do so is morally wrong and illegal.also need The 32$ and change,gift card.balance.to be refunded back to my bank.

Also my 10$ store credit restored,to make my last Amazon order,ever.

I have ended my prime membership,and need all refunds accounted for so I can cancel Amazon permanently.

Many reviews will be written about this,with shiny one star attached.

Maybe seeking a lawyer,if persist,for elderly abuse.

Sincerely,

***********************
Initial Complaint
Date:07/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been charged 3 times for the past 3 months for services I have never ordered or used. The amounts are $158.87 on 6/3/23, $154.26 on 7/2/23, and $28.61 on 5/2/23. I have tried to get in contact regarding this, but there is no phone number or chat and I havent received any response via the contact form. This is a serious matter, for me at least. How did they get my credit card information? I want a full refund for the charges made and the account closed.
Business Response
Date: 07/30/2023
Hello *******,

I'm Harasankar 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 with the concerned department in this regard.

They've sent you a communication in this regard on July 21, 2023. I'm sharing the summary of their response here.

As of 03-Jul, your account was suspended and charges / services have stopped accruing. After 90 days, your account will be perminantely terminated. You can read more about the post-closure period and what to do if you would like to reopen your account on the link below:

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

In regards to your billing adjustment, the outcome was communicated by our Billing team via case ID: *********** on 08-Jul. If you cannot see the refund, please reach out directly to your financial institution.

You can confirm the refund in your Billing console:

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

As part of the *** Customer Agreement, customers are responsible for all activities that occur under their accounts. This includes all applicable fees and charges for use of *** services.

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

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:07/03/2023
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 received a 2 Kilo bag of coffee beans that arrived broken open. I contacted Amazon to get a refund. But I was unable to get a refund for the the damaged product. I tried the on-line refund but received message to effect that is not eligible for a refund. I called amazon to only to get a recorded mess with the same information. I was not able to talk to anyone.
Business Response
Date: 07/05/2023
********************,

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.

We're sorry to know about the inconvenience with the order #***-7246467-0403436.

I've requested a refund of $25.00 to the original payment method and will reflect in 3-5 business days.

If you do need to contact us in the future, here's a link to our Contact Us page:

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

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 07/12/2023

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:07/03/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order 111-7808013-0502626 on 30 June 2023 for $215.42. The order was supposed to have delivered on Sunday, July 2, 2023. It did not arrive and I was told that it would deliver the following day on July 3, 2023. When attempting to track through the carrier website, they indicate that they never received the package from Amazon. I have made multiple calls to Amazon's so-called customer service and they indicate that they cannot offer a refund until I receive the package. Common sense dictates that if the carrier does not have the package, they cannot deliver it.
Business Response
Date: 07/05/2023
Hello *****,

I am ***********;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'm sorry for the inconvenience caused with the order #***-7808013-0502626.

I've reviewed the details of the order and see that the order was already replaced in order #***-2255232-9225820 on July 3, 2023 when you contacted our support team with the issue.

I see that the replacement order is shipped out with the **** carrier and the tracking confirms that the item is Out for Delivery at this point of time.

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:07/03/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So currently I use a product that I very much like. The product in question is the Fire Remote Pro. The issue that I and a ton of people are having is the way that it is being sold. As of this complaint there are 4 different versions of this remote. Now this wouldnt be a problem if the company had boxes for each of these remotes however it states on the page that it can vary which I am also not complaining about. The one issue I have well two is the company not putting what is in the box on the box. I want a certain type of remote which they have and I have gotten but have not gotten it since due to the type of selling they do. I got with customer service asking if I can exchange one of the remotes that I just bought for the one I am looking for and the response to me was to keep ordering till I got the remote that I wanted. This is not consumer friendly.
Business Response
Date: 07/06/2023
Hello Mykal,

I am ***********;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'm sorry for any inconvenience and confusion caused with the item packaging of Fire Remote Pro. I understand that you want to get the item exchanged with the one you are looking for.

I've reviewed the details of the complaint and as replacing the item ordered will replace exact the same item and the option to exchange item for a different item isn't available, you may return the item for a refund.

Our ********************* guides you through the process and gives you options for a return mailing label:

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

Further, if you notice a wrong or incorrect image details on the item page from the item that was delivered to you, I request you to kindly reply back to this email with the images of the received items along with the order number to get the issue escalated further

Thank you for your understanding and co-operation. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:07/03/2023
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 repeatedly tries to deliver orders to ************ down the road from **. I placed an order and the package was not delivered to my address. Instead, they tried to deliver a plant stand to a 2" slot in the mail room (obviously did not work). I reached out to Amazon and received what can only be described as the most horrific customer service since the **** I have attached a copy of the chat and would like to file a complaint against every party within that chat that refused to be of any help AND wasted over an HOUR of my time trying to fix their carriers non delivery of my package. Your customer service is horrible. The simplest of tasks cannot be completed and I would like a detailed explanation as to the lies I was told on this chat and what action steps you are taking to ensure this never happens to another customer.
Business Response
Date: 07/05/2023
Hello Madison,

I'm Abhishek 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.

We're sorry to know about the recent delivery and customer service experience you've had and the delay with the shipment from the order #***-0186501--6185012. We'll consider this as a feedback for improvements to provide better service and ensure the associate is coached.

Because you experienced repeated issues with ***** we have made other available carriers have priority to deliver to your address.
Keep in mind that:
Giving priority to other carriers doesnt guarantee that this carrier won't be chosen in the future.
This change is specific for a particular shipping address. If you send items to a different shipping address, the carrier might be chosen to deliver the package. Changes to the address in your account, like adding a new phone number or updating the name, will result in the priority lowering request being deleted."

It will take 14 days for this to be implemented.

Further, I've requested a refund $74.43 for the first shipment from the order #***-0186501-6185012.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 07/13/2023

Complaint: 20270861

I am rejecting this response because: I sent them FOUR follow up emails as their response did not address my question and they refused to respond. Horrible customer service.

Sincerely,

************************
Initial Complaint
Date:07/03/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 10, 2023, I pre-ordered a Lord of the Rings Gift Bundle from the Magic the Gathering Store on Amazon.com under my Prime membership. This was order # ***-9557759-2757029.Today I logged in to my account to discover that my order had been unilaterally canceled by the seller and the Gift Bundle product I had ordered is currently showing available for almost twice my 6/10 pre-order price."Quietly" canceling my original order (i.e., without text and/or email notification), then doubling the order price for that product is incredibly sleazy/exploitative. I would like my original order fulfilled at the pre-order price or a written explanation detailing why my pre-order was canceled.
Business Response
Date: 07/05/2023
Hello ******,

I am Srujan 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'm sorry for the inconvenience caused with the order #***-9557759-2757029.

I've reviewed the details of the order and worked with our internal partner team on your request. Ive pasted their response below for your convenience:

" We're unable to fulfill your order mentioned above because they aren't available from the supplier any longer. As a result, we've canceled them from your order and your original payment method won't be charged, but an authorization may be visible on your account. This should be removed according to the policies of your bank.

We're sorry for any disappointment or inconvenience this may have caused. "

I see that the item is currently available on our website listed by third party sellers. You may review the details of the items and the seller and re-order at your convenience. However, we won't be able to offer the item for the ordered price.

Here is the item link: ********************************************

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:07/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 07/03/1023 I noticed a charge from Amazon that I did not make. I called my wife as she had made some purchases that declined from her card and asked did she update the orders with my card info. She stated she had not so I called Amazon to cancel the order which neither the agent(I did not get her name) nor a supervisor by the name of ****** where not willing to do much but submit a request for the order to be canceled and my money refunded. All I was asking for them to contact the seller with me on hold so I could know definitively that my order was going to be canceled and the payment stopped as I didnt authorize the charge or change of card information. ****** then wanted to be very rude and keep telling me my card was the first and only payment and would do nothing to assist me with a charge I did not authorize.
Business Response
Date: 07/06/2023
Hello Keitg,

I am ***********;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'm sorry for the inconvenience caused with the unknown charge noticed on your account.

I've tried to locate the charge and order details with the information available in your complaint. Unfortunately, I'm unable to locate the charge or order details you are referring to.

In this case, We'll need to continue this investigation over the phone. Before you contact us, please check with authorized users of your credit card.

If you've checked with others, call customer service with the following information:

- Last 4 digits of your card charged
- Date of charge
- Amount of charge
- The charge descriptor (e.g. Amazon.com AMZN.COM/BILL) listed on the statement.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

You can contact us by phone here: ******************************************************

Note: Legal and privacy concerns limit the information we can release and to whom it can be released. Depending on the outcome of our investigation, you may still need to contact your bank to resolve this.

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 07/13/2023

Complaint: 20270852

I am rejecting this response because: The issue has not been addressed or resolved by amazon in a sufficient manner. While the charge has been reversed there has been no admission amazon did anything wrong and all they say is they could not find any information. They also never addressed the poor attitude and not dealing with the situation and just saying I was at fault by a supervisor whose name was mentioned and the call date given.
This is unacceptable and a poor way to do business and as such I still am expecting my 50 dollars compensation or I will not be using amazon ever again not even to rent a movie.
amazon order # 112-3681274-7543413

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Amazon.com

Amazon.com

Amazon.com

Amazon.com

Amazon

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Amazon.com is BBB Accredited.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Amazon.com is BBB Accredited.