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

58,603 total complaints in the last 3 years.
22,043 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:07/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a renewed laptop on Amazon that broke. It was eligible for return and refund. Amazon accepted the return and provided a shipping label for *** to ship the laptop to Amazon ******************* This label wasn't accepted by *** that handles here locally the returns for Amazon. I went to the drop off point to ***** twice (roundtrip 30 miles) and tried two times and the label was rejected. A third label was sent directly to *** and the driver came to pick up the package but because the laptop contains a lithium battery the driver rejected to pick it up.I was instructed twice by Amazon, the Supervisor Netish, and the Team Leader ***** to pay for the shipping and to provide the receipt for the refund, quote email by ***** : "Please return the item and keep the receipt for the shipping fee so that we can refund you for it along with the refund for the restocking fee of $69."I did as instructed and paid $109 for the 2nd Day Air that *** required to ship the laptop because of the battery. Amazon refunded the laptop but rejected to refund the shipping cost even though two representatives instructed me to pay myself for the shipping and assured me that the shipping cost will be refunded. I called Amazon today one more time as I was instructed to wait until June 30th. Amazon representative ******** told me that I didn't need to pay for the shipping because the label was provided, and hanged up on me. It is a deceptive business practice to make the customer to pay for the shipping with the assurace to refund the cost. If I would have known that the receipt won't be refunded I would have at least looked for a cheaper shipping option with **** for example, that would be less than a half price what I have paid.I have all the emails and the entire communication around that issue to prove it. I have the shipping receipt. Thank you for your support.
Business Response
Date: 07/04/2023
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.

Im really sorry to hear about the interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

Upon reviewing your Order, I can confirm that the return window has already been closed, due to which Restocking fee has been charged.

Unfortunately, we will not be able to refund return shipping fee as we have provided Pre-paid label to return it.

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

Regards,
*****
***********************************
Customer Answer
Date: 07/07/2023

Complaint: 20262652

Thank you for your response to my complaint. I feel even more misled and confused by your response. And I am rejecting this response because:

1) The Pre-Paid Label Amazon provided to ship the laptop with *** who is Amazon returns partner in ******, didn't work with *** shipping rules for items containing lithium batteries, as the ****** Laptop does. *** requires Second Day Air to ship such items, and the Ground shipping label Amazon provided didn't work. On May 28th, trying to use Amazon Pre-Paid Ground label I spend 2 hours at the *** store in ***** talking to four Amazon representatives. Also the *** agent talked to Amazon representative and explained what is needed, in vail.

After this failed, I talked to the Amazon supervisor Netish who sent a label directly to *** to print and bring with them when picking up the laptop. On Tuesday MAY 30th *** driver arrived to pick up the package but he rejected to pick up the package because of the battery included in the laptop. After this failed I talked to Amazon Team Leader *****, who instructed me to ship the laptop buying the appropriate label (see the first attachment, email confirmation to refund the shipping fee for the laptop)

2) I shipped the laptop with *** on May 31st after being assured of the refund the shipping fees through Amazon and confirmed in email (see the 2nd Day Air label on the copy of the *** shipping recipt and on the proof of delivery)

3) Amazon Pre-Paid shipping label made me go to ***** ************ trip 30 miles, investing my time and gas to return the laptop to Amazon. As I am working during the day I needed also to make arrangements to be available for the ********** on Tuesday, also for nothing.

4) The Amazon representatives I talked to after I shipped the laptop to provide Amazon with the receipt for the refund as agreed upon apparently could not understand why I needed a Second Day Air label to ship the laptop with ***. Please, understand that I am a customer and I don't know, and I don't need to know the agreements you have with your returns partner *** - but Amazon representatives should know the rules and procedures, including the representative who responded to this complaint.

5) I joined Amazon as a customer around ****. For almost 20 yrs I am loyal customer who buys to keep the products. My returns are rare but in the last two yrs I bought items on Amazon for thousands of dollars creating my new home. I always was loyal to Amazon but I don't see the loyalty returned to me. I feel misled and deceived by Amazon which just brakes a written agreement as if an agreement would mean nothing.

Amazon calls itself the most customer centered company. If this is the case, Amazon will straighten out this case and refund the shipping cost as agreed upon, and I can continue being Amazon customer.

Sincerely,
***************************
Initial Complaint
Date:06/30/2023
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 April 20th, 2023. I ordered the Mad Hippie Vitamin C serum from Amazon. However, decided to return the item. I returned the item and was refunded. However, on May 29th, 2023, I was notified via email that I would be recharged $30.30 because the item was not received. An Amazon agent let me know that while the return shows as delivered, Amazon did not receive the returned item at the processing center. I was told to chat in with proof of Delivery from the carrier I used to return the item. I did and was told by an agent that I cannot be helped at this time. This is ridiculous and unfair. Per *** records, the item was delivered to Amazon, but due to negligence on their part, the product is lost and now Im not being refunded my money. Please be fair and not steal from hard working individuals.
Business Response
Date: 08/13/2023
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 the concerned team and they have confirmed that we have not received the item back to us. We received an item from some other order and refunded the same.

Unfortunately we are unable to refund the charges as we didn't receive the item.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/30/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 30, I purchased a gift card for Stubhub on Amazon's website for the amount of $600. The page specifically said it would be delivered via email in 5 minutes (unless unusual circumstance which was then listed). The company provided a an order number at 9:14 a.m. that says #***-3931886-6301812 that clearly stats the order went through. After an while passed, I contacted the company and was told that it was escalated and they will get back to me within 48 hours. In the meantime, the event I was to use the gift card for will be over. I asked for a refund in which case they denied. I asked for a supervisor in which case I was told he'll tell me the same thing. The description was deceiving and the service following their error was completely unacceptable. I was simply told the order was 'suppressed' which I don't know what that means.
Business Response
Date: 07/28/2023
Hello,
We have addressed this customers buyer account related query. We sent an email to the customers registered email address on 07/28/2023 confirming the details.
For more information on our privacy policy, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
***
Amazon.com
Initial Complaint
Date:06/30/2023
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 recently purchased a stereo from Amazon. Order # ***-0485594-8035455. Item arrived late so was forced to return it. Unopened package was sent back and tracking number shows they received it on 6-28-23. Now they have both the $351 item and my $351. They are refusing to refund my money even though they have both the item and my money and are pushing a refund date further back each time I speak to them. I believe this is some form of fraud as the money was taken from my account Immediately and now they have both and Dont want to refund my money. I dont know the law too well but this sounds fraudulent.They simply failed to deliver on time and now refuse to return my money in a timely manner.I will be contacting my bank and my attorney as well.Can you help in this situation?Any advice or even worn others about Amazon starting to do some unethical business would be appreciated.Thank you, **************************
Business Response
Date: 07/03/2023
Hello ****,

I'm Pratap 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've reviewed the complaint and understand your concern regarding the refund for the returned item Planet Audio P100CPAC Car Stereo System - Apple CarPlay, Android Auto.

I apologize for the inconvenience that you have experienced in this case.

Upon checking I see that the refund of $351.13 has been issued to your original payment method on Sunday, July 2, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience and understanding.

Regards,
Pratap
Initial Complaint
Date:06/30/2023
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.
In August of 2022 I ordered a Bakflip mx4 tonneau cover for my 2020 ***** **** pickup with an 8 bed from Amazon based on their advertised listing on their website. According to their Listing it fit a ***** Silverado from the years of 2019 to 2023. After I installed it I thought it was fine but within 6 months I was having problems with it shifting around. I called Bakflip to ask why it was fitting poorly. I gave them the model number Amazon sent me and they informed me that the model number was for a **** *****, not a **** *****. Not being an expert I had no idea it wasnt the correct cover. Now Amazon is unwilling to make it right
Business Response
Date: 07/05/2023
Hello,

I'm Pratap 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 am so sorry to hear that the item is BAK BAKFlip MX4 Hard Folding Truck Bed Tonneau Cover | ****** | Fits 2019 - 2022 ********* Silverado/Sierra is not as expected.

Upon checking, I see that the return window was expired. Unfortunately we will not able to send the replacement or issue the refund in this case.

Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund. Because more than 30 days have passed since you received this item, we can no longer take action on this order.

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 07/12/2023

Complaint: 20262094

I am rejecting this response because:
The reason I purchased the item was it was falsely advertised on their website to fit any ***** Silverado between 2019 to 2023. Per Bakflip, the item is actually specifically for a **** Silverado. It is not for any model. I have a **** Silverado. Due to Amazons false advertisement, I was led to believe it would work for my pickup. I may have chosen a different company to purchase from if the proper cover was a higher price. Now I am not given that opportunity due to false advertisement!
Sincerely,

***********************
Initial Complaint
Date:06/30/2023
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.
Currently I don't have any known Amazon Prime Memberships active, yet on April, ***, and **** I've gotten a charge from Amazon.com for a Prime Membership for $14.99 each. When I contacted Amazon about the issue, they stated that I don't have a membership active, and advised me to call ****** Play. I did contact ****** Customer Care via email and as far as I can tell, I have yet to receive a response.And both charges in April and **** were from; Amazon Mobi. But the charge in *** was from Amazon M Mountain view along with no contact number.I can't afford $14.99 a month, my family and I can barely survive as it is. The least they can do is refund all 3 payments of $14.99 along with some extra since they directly caused a lot more hardship on top of the hardship we're already in...That would help immensely.
Business Response
Date: 07/11/2023
Hello *******,

I'm Pratap 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've reviewed the complaint and understand your concern regarding Amazon Prime subscription through ****** Play.

I apologize for the inconvenience that you have experienced in this case.

Upon checking, in order to cancel the subscription and resolve your refund matter for ****** May, and June, please contact ****** Play, only the would be able to cancel the subscription. When reaching out to them, please also provide them with the email address associated to your Amazon account.

I hope this information has been helpful, and we look forward to seeing you again soon.

Regards,
Pratap
Customer Answer
Date: 07/14/2023

Complaint: 20262038

I am rejecting this response because: I've attempted to contact ****** Play regarding this matter, and I'm still waiting on their reply... And this was the beginning of June when I made my attempt.
So Im not going to accept your response....

Sincerely,

*************************
Initial Complaint
Date:06/30/2023
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.
***** ordered: 113-2856159-9615410 I call customer service regarding this order which was a camer I did not recived on 6/30/23 @ 3:00 pm. After talking to one agent was tranfered to another which the person on the call was so rude, disrestful, yelling over the phone and finally hunged up on me. I do not accpet this from Amazon spending $2.5K for a camera and somone being rude. I still did not received a camera which is total frustrating and basicsly Amazon delivery going down the drain.
Business Response
Date: 07/30/2023
Hello ******,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.

I've reviewed the complaint and understand your concern that you did not receive your item Fujifilm GFX 50S ****** Mirrorless Medium Format Camera (Body Only) even though the tracking says as delivered.

I apologize for the inconvenience that you have experienced in this case.

Upon checking I see that the refund of $2480.70 has been issued to your original payment method on Monday, July 10, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience and understanding.
Regards,
Pratap
Initial Complaint
Date:06/30/2023
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 26th, I placed an order (#***-7812444-6888242) for Valve Steam Deck for $679.89.When we opened the box itself, and the Steam Deck Case, we discovered that the factory seal was actually opened(see photo), and we received an empty game case with a random BOOK INSIDE!! (see photo)This case against Amazon will remain open and unresolved, until a refund in the amount of $679.89 is applied to our credit card. My wife has tried to reach out to customer service who was completely useless.This was entirely upsetting and yet another problem we've had with Amazon and missing components.
Business Response
Date: 08/14/2023
Hello, My name is ********, and I am a member of the Amazon Account ******************** team. *************** on behalf of your BBB inquiry #********. I've reviewed your e-mail, and I understand you're concerned about your account being closed. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. We've found your account is directly related to another account which has been previously closed due to the violation of our policies. Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one. Im sorry for any disappointment caused and appreciate your understanding. Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the "Your Orders" menu on Amazon.com.Best Regards,Victoria,Escalation Specialist Amazon.com *****************************
Initial Complaint
Date:06/30/2023
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 products from Amazon as a loyal prime member this week. I have had to contact their customer service 4 times this week due to them claiming it will never happen again and breaching their prime contract. The company has claimed they have escalated it and it will be delivered they promise. Today was the last straw. I am no longer willing to try and be polite and respectful when your driver yet again sends a message asking how to access my address. Which is an ungated and open to the public neighborhood. All they had to do was drive up the drive way.. not challenging. Every agent I have spoken to I have advised that *** can back up my driveway. I can pull 5,000lbs on a trailer up my drive way with a two wheel drive vehicle and yet you cannot deliver a simple $20 product. I am always promised and guaranteed this will never happen again and yet you seem incapable of doing the one job your paid to do outside of storing. The last 4 products have been this issue. It seems like your retaliating against me for some reason since all my neighbors have advised they have never had an issue with deliveries. Heck even ***** delivers packageswhat is the point in paying for a premium service when you dont meet your end of the agreement? When every time I call I cant get an actual resolution but someone who is going to email some else and not actually get any different resolution. They say oh, Ill report the driver, or Ill get a different driver, it seems as a multi million dollar company you care more about money then servicing your customers. I use you for personal and business transactions. I want to know what is going to be done going forward that you will actually deliver packages to my house when ordered? And please dont tell me you attempt and then speed by my house.. I tried catching up to your driver but they were speeding and this humiliating situation is not worth the ticket!
Business Response
Date: 07/08/2023
Hello ****,

I'm Pratap 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.

We're sorry to hear that our drivers are having trouble delivering your packages. I've reviewed our mapping system and can see your point of delivery may be off.

To help mitigate future delivery delays, please help us with the following:

1. Go to **************************
2. Enter your address.
3. Place your mouse pointer at the exact location you would like packages to be left at.
4. Right-click on this location.
5. Scroll down to the bottom of the menu that pops up and click 'copy' on the coordinates that are shown.
6. Send us an e-mail with these new coordinates and we will gladly update our geo-mapping to allow our delivery partners to drop at this location only.

Thank you for making us aware of this issue. We look forward to hearing from you soon, so we can take immediate action and update our geo-mapping for future deliveries.

Please feel free to contact us directly by replying to bbb@amazon .com.

Regards,
Pratap
Initial Complaint
Date:06/30/2023
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 laptop for my business. The driver came by at ****pm today (Jun 30) and the secretaries were at lunch. Instead of the driver coming back, I learned from an email from Amazon that the computer will not arrive until July 3. That is 4 days from now. This is yet another time when my company's Prime membership obligations have not been satisfied. In fact, today, the company sent a message stating Order ****** will not arrive until July 2 although it was supposed arrive today (Jun 30).I want the computer long before July 3.
Business Response
Date: 07/04/2023
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.

We are sorry to hear about the delivery delay of your Prime Order.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

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

Regards,
*****
***********************************
Customer Answer
Date: 07/04/2023

Complaint: 20261824

I am rejecting this response because the business is merely directing me to go back to Amazon to complain. I already complained to Amazon and it did nothing. Moreover, I already provided the order number: ORDER # 114-0394706-3485026

Sincerely,

***********************************
Business Response
Date: 07/31/2023
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. Your experience with our delivery service Amazon Logistics, was brought to my attention

Thank you for sharing Order ID.
Upon reviewing, I can confirm that the Order was delivered on Monday, 3 July.

We will pass it to our delivery team to ensure this is fully investigated and appropriate actions taken.

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

Regards,
*****
***********************************
Customer Answer
Date: 08/02/2023

Complaint: 20261824

I am rejecting this response because it does not in any shape or form address the complaint. It is a patronizing response as in non responsive.

Sincerely,

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

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