Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,593 total complaints in the last 3 years.
21,982 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:07/02/2023
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 ordered lights on Amazon February 26, 2023. It was a two pack. The lights were installed and on May 14, 2023 one of them stopped working. All attempts to determine it was the light itself concluded it was the light. I contacted the seller through the Amazon site, Hykolity. Due to the fact they were unable to replace the light because it was out of stock we came to an agreement for a partial refund. The amount was $85 plus $6.80 in taxes for a total of $91.80. The attempt to put the refund back on my card failed. Amazon emailed me options instead. I told Amazon I just changed addresses at the bank. Try to credit it again. Then I called them. They said reply to that email they sent me. Which I already did. So, this time I replied to credit a gift card to my Amazon account. To this day nothing has been credited or gift card issued. I talked with a representative on the phone and was told that since this is now over 120 days there is no place on their computer to issue any refund of any sorts. It is not my fault Amazon dropped the ball on this, now they are saying I get nothing because too much time has passed. I am attaching the emails showing the transaction and the resolution that was agreed upon. No return of the light and a partial refund of $91.80.
Business Response
Date: 07/04/2023
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 #***-8243127-1697808 as you received the item defective.

I'm sorry that the refund which was promised to your through gift card was not processed.

To resolve the issue I've issues $91.80 gift card to your account.

The current gift card balance on your account is $91.80. You can view your balance and usage history in Your Account here:

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

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 07/04/2023

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:07/02/2023
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 6/17 I placed an order with Amazon that was supposed to be delivered on 6/18, order #***-1302607-3413802. I decided to cancel one of the items in this order, a Marantz NR1510. I received and email saying the item is cancelled and I will be refunded. Rest of the items were delivered. On 6/19 I received an email saying the are actually shipping the item. I clicked cancel shipment and received an email saying I will be refunded in 5 days. I waited 5 days and reached out because I did not get refunded. At this time they told me they can not give me a refund until the item is returned to their facility, even though it was never delivered to me and was in their possession this whole time. I checked tracking info and it said on 6/21 the package is delayed returning to the facility. Few more days later they still refused to refund me, saying they do not consider it lost until 7/2 and at that time they will issue me a refund. On 7/2 the item still has not moved in tracking since 6/21 and I still have not received a refund. I reached out multiple times and now being told they can not issue me a refund and for me to reach out at a future date for them to investigate (not promising a refund). I feel I am getting a run around with conflicting information that does not match what their original emails say. As of today, 7/2, I still have not received a refund. I just started a dispute with my credit card company but also wanted you to know of my issues.
Customer Answer
Date: 07/04/2023
Thank you very much for your help. I wanted to update you on complaint # ********. After many attempts Amazon finally gave me my refund. I still think you should know about the issue I faced but this case can be marked resolved. Thank you for your time.

***************************
Initial Complaint
Date:07/02/2023
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 called Amazon because I seen numerous on authorized charges on my bank app then upon calling Amazon customer service an agent was able to confirm that I had various app subscriptions that I had not subscribed to. In addition the agent also was able to confirm that there had been zero utilization on any of these applications. I requested a full refund for the all charges and the agent only agreed to refund 3months worth. I asked to speak to a supervisor and the agent refused along with my request that he transferred the call to another agent. The agent eventually hung up leaving my issue unresolved
Business Response
Date: 08/05/2023
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.

Id like to first thank you for taking the time to contact us about your experience. I hope I can be of some help to you.

When you first signed up for your Prime Video Channel subscriptions, we communicated the monthly cost that would be charged to your credit card after any free-trial period and that the subscription would auto-renew each month until you cancelled, along with information on how to cancel. At the time of purchase, you agreed to these subscription terms and charges.

We apologize for any inconvenience this might have caused. As a means of resolving your concerns and issues, a member of our Leadership team has previously issued a refund total of $53.94. Please allow your card provider 3 to 5 business days to reflect this on your billing statement (7 to 10 business days for Debit cards). In addition, I can confirm that Prime Video subscriptions other than STARZ and Peacock Premium have been set to not auto-renew, which means no more charges will be generated for it on your Amazon account.

You can always review the latest terms of use for Prime Video at ********************************************.

Additionally, you can view and manage digital subscriptions you've purchased with Amazon by going to Your Digital Subscriptions in Your Account: **************************************************************.

For more information, visit: ******************************************************************************.

I hope our actions and information help provide a satisfactory resolution to your concerns! We look forward to seeing you again soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/02/2023
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.
PRODUCT RETURNED TO SELLER AGREED TO PROVIDE FULL REFUND UPON RECEIPT REPORTEDLY A FAMILY OWNED SMALL BUSINESS WHO NEEDS TO UPDATE THEIR RETURN POLICY ON AMAZON PER THE A-Z GUARANTEE AND AMAZON THIS ITEM IS RETURNABLE THE SELLER AGREED TO A REFUND UPON RETURN ON THE ITEM.TRACKING CONFIRMED RETURNED AT 11:38 AM DELIVERED TO 3 GUYS WAREHOUSE ON 6/27/2023 ************* 30269-1921 *** TRACKING NUMBER 1ZA932760324501235 SHIPMENT ID ************* SHIPPED 6/26/2023 DELIVERED TO SELLER ON 6/27/2023 SEE WRITTEN RETURN POLICY BELOW. IF THIS CHARGE IS NOT REFUNDED TO OUR AMEX IMMEDIATELY ITS BEING REPORTED AS FRAUD WE ARE FILING A CLAIM AGAINST AMAZON, 3 GUYS GOLF CARTS LLC AND WITH AMEX. 3 GUYS GOLF CARTS HAS FALSLY MARKETED AND ADVERTISED THEIR RETURN ADVERTISEMENT STATES BELOW TAKEN FROM AMAZON'S WEBSITE DIRECTLY AS THEY ARE A THIRD PARTY SELLER. REQUIRED TO FOLLOW *** CLAIMS "3Guys Golf Carts LLC Visit the 3Guys Golf Carts LLC storefront A-to-z Guarantee 3 Guys Golf Carts - Return Policy In the rare circumstance that we make an error with your shipment, we will pay return shipping and ship you the correct product. In the rare circumstance the correct product is defective, we will pay return shipping and give you 100% credit. **Please note: A photo of the incorrect or defective item will need to be provided to us.** If you receive the correct product but decide that you no longer want it, then you pay return shipping and a 20% percent restocking fee." A BBB COMPLAINT HAS NOW BEEN FILED AGAINST AMAZON AND ADHERING TO YOUR BUSINESS'S POSTED RETURN POLICY AS WRITTEN AND AMAZON'S *** GUARANTEE WITH THRID PARTY SELLERS AN APPEAL HAS BEEN FILED WITH AMAZON. A COMPLAINT WAS ALSO FILED WITH AND AGAINST AMAZON FOR NOT GUARANTEEING COMPLETE CUSTOMER SATISFACTION AND TREATMENT BY A THIRD PARTY SELLER.
Business Response
Date: 07/05/2023
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.

Unfortunately as 6 months passed from when the order was placed and we do not have record of the call where the seller has promised the refund, we are unable to issue refund for the order. Also a return request wasn't placed via returns center in your account.

Unfortunately there is nothing we can do in this case. I also see that the A-to-z team has confirmed the same from their end.

We look forward to see you soon.

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

Complaint: 20265813

I am rejecting this response because: we contacted the seller multiple times, who agreed to a full refund. The item was returned directly to the seller with a shipping label and confirmation paid for by us. The seller still has not issued a refund for the return part. This is fraud.

Sincerely,

************************************
Initial Complaint
Date:07/02/2023
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.
An issue presents with Amazon and their application verses the web version. If you add an item on one version then check out with the other version it will duplicate the quantity. This time the item shipped was two sets of bunk beds. Attempted to return the duplicate order like done previously with other orders that had been duplicated, but ****** did not accept returns. Contacted Amazon to advise of the issue with the web verse app and the situation created by that. They wanted me to work with seller, but sell would not accept return, would not pay for shipping, and was going charge an restocking fee. Amazon reimbursed for the cost of the bed and instructed me to ship the bed back, and once item was received by seller they would reimburse shipping. Item was received the first week of June and now amazon will not reimburse the ****** shipping cost as they advised they would do after it was shipped.
Business Response
Date: 07/05/2023
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 order.

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

I see that the order has already been refunded for a single unit in the amount of $526.59. The refund will be seen within 5 business days.

We look forward to see you soon.

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

Complaint: 20265651

I am rejecting this response because: as previously stated, Amazon management had instructed me to ship item back, and Amazon would reimburse me for the shipping. I do understand. The Amazon has already reimbursed me for the item, but they instructed me to ship the item back to the seller knowing the seller would not cover shipping costs to return. Amazon stated they would reimburse me for the shipping. That is what Im trying to get my money back from.

Sincerely,

*********************
Business Response
Date: 07/28/2023
Hello,

We have issued the return shipping costs to the payment method used to place order 111-4469513-7729808.
If the order was paid by credit card, it may take several business days for the refund to appear on buyer's credit card account.

Sincerely,
Customer Answer
Date: 08/02/2023

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:07/02/2023
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 ordered a replacement mat and ladder for my grandsons trampoline. One said delivered but never was from Amazon and one was supposed to be delivered. I would like a refund immediately
Business Response
Date: 07/04/2023
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 orders.

I've checked and see that the ladder order was refunded to your gift card balance.

Order ID: ******************* Refund amount : $18.22

Refund link : ***********************************************************************************

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/02/2023
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 an hybrid solar inverter / charger on amazon. After using it for about two weeks I found out it was not the right item for me, so I requested a refund from amazon.They sent me a return label, and advised me to send the item back to them for a refund. I sealed the item in a box, and put the label on the box that was given to me by amazon as the return label, and I then dropped the item off at the **** I have been waiting 1 month now and still havent gotten my refund of over $700.I contacted them on multiple occasions, and they just keep telling me they are working on it.
Business Response
Date: 07/13/2023
Hello,

We have denied the customers request for a refund on order 111-6176962-9940258. Customer was requested to return the purchased item using return label 1Z0W3Y269025199611, but the return is not yet delivered to amazon.
Customer raised a chargeback dispute on this order and the dispute is now closed in Amazon's favor by their card issuer.

Kindly request customer to reach out to their card issuer for more information in regards to this transaction.

Sincerely,
******
Amazon.com
Initial Complaint
Date:07/02/2023
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.
My Amazon.com account has been closed without prior notice, and I received no email detailing the reasons of closing the account despite being claimed by Amazon that they "have sent me an email with additional information". I only realized my account being closed after opening the Amazon app. Such actions from Amazon has been more than unacceptable and I demand further action to deal with this matter.
Business Response
Date: 07/26/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 26 July, 2023 confirming account reinstatement.

Sincerely,
********
Amazon.com

Customer Answer
Date: 07/26/2023

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,

Tak Pui Man
Initial Complaint
Date:07/02/2023
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 was emailed by Amazon a week ago stating I'm owed a gift card in the amount of $244.44 for a phone I returned. My card was closed due to fraud so I can't get refunded unless it's a gift card. I have yet to receive what I'm owed. This needs to happen today.
Business Response
Date: 07/15/2023
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 issue you had with the order.

I've checked with our concerned team and issued a gift card for $244.44. I see that the balance is already used.

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

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/02/2023
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 received the wrong item from Amazon.com. I was told there is no option for replacement and therefore have to return the item for a refund then re-order. However, I cannot re-order the item because Amazon is saying I have to wait 33 days for the refund to process. This information was given to be after my 4th time contacting amazon. Two previous agents told me a much sooner timeline for the refund to be issues. The first agent said the funds are already allocated and ready to be distributed on June 28th. This did not happen so I contacted Amazon again on the 29th. The customer service agent asked to wait 48 hours. I waited 72 hours and received no refund. Now Amazon is saying the refund will be processed on an estimated date of July 24th which is longer than the 30 days now that Amazon is claiming it takes. I was given misinformation and my refund is being held hostage when I did not even receive the correct item in the first place. The process that Amazon has in place does not consider instances when mistakes are made and the customer is being penalized for a mistake that Amazon has made. This is unacceptable practice where the customer service team is unable to do anything for the customer. Every person up the chain has answered with "there is nothing I can do". This is a poor reflection of customer service and shows apathy towards the customer.
Business Response
Date: 07/04/2023
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 order.

I would request you to please contact us using your account email address with the order number along with the complaint number in the subject so that we can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/12/2023
Order number is ORDER # 111-4116531-7307424
the email address is *****************
Business Response
Date: 07/28/2023
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.

Thank you for providing the order number.

I've checked and see that your refund has already been issued on Wednesday, July 26, 2023 in the amount of $489.93. The refund should be seen within 5 business days. You might have already received an email regarding the refund.

We look forward to see you soon.

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

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