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

58,734 total complaints in the last 3 years.
22,166 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: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,

***********************************
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.
Purchased item, during transit, I cancelled the purchase. The item was supposed to be returned to Amazon and a refund issued. I never once had possession of this item, but they won't refund it until the package is returned, which I have no control over. The package has been in "returning" status for *************************************************************************************** the meantime, I am stuck with a $1600 credit card bill because they won't refund me.
Business Response
Date: 07/03/2023
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 refund of the returned item.

I've checked and see that your refund was already issued on Monday, July 3, 2023 in the amount of $1629.32. The refund should be seen within 5 business days.

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.
my wife has stage 3 cancer. I am a provider for her.... we bought a bed side toilet that came incomplete. It was missing the bucket that she would relieve herself in. Any free time I got in the past month, I tried to receive with a refund from them. They originally asked for a photo of the chair showing the missing part. Then asked for a photo of the chair with the missing part with a piece of paper showing my name and date... again I sent it in the time they needed. My wife had health issues arise and prevented me to call them back in a timely manner. I called them yesterday they said I DID NOT receive the photos that they required to file a refund. I told them I sent the photos and had proof in my email address showing the sent date of the photos... ***, the supervisor, told me to attach the photos to and email she was sending and call back the next day. and they would make an exception. The next day I spoke to ******, another supervisor, he said my proof was not valid, even though it showed the dates I sent it, and it was beyond the refund date... even though I gave them proof and sent it in the original time as well.I think it's really messed up for them to treat a family going through cancer this way.
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 am so sorry to hear of the issue you have shared with us regarding the defective item Drive Medical 11148-1 Steel Bedside Commode Chair, Grey.

In this case, there's no need to return the item for us to issue a refund. I've made an exception and issued a refund of $50.70 to your original payment method. 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.

Your patience and understanding are greatly appreciated.

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.
Hello, On January 15 I purchased an Amazon ******* ($335.07) and a 4-Year Warranty Plan ($52.35) on Amazaon.com. The ** was shipped to my property that I am not always in. When I arrived in May to set it up, the ** did not work. The screen was just black and I could not register the **. I have been attempting to contact Amazon and the warranty company, SquareTrade, via Allstate Protection Plans for a month now. I registered our plans on Allstate Protection Plans website and they are active, added the order receipts. The Allstate website directs customers to an Amazon **************** number for claims, ********************** reps are unable to file a claim, even a supervisor. All they will do is email the third-party warranty company and say we will get a response in 48 hours. That does not happen, I did it on June 13 and never heard back. I tried it again today with the same result. Neither side will help, although they acknowledge there is a warranty on the **. I need someone to resolve my issue for a product replacement and honor the warranty I purchased.
Business Response
Date: 07/09/2023
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.

Im really sorry to hear about the inconvenience you experienced and your 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.

I've confirmed we've created a replacement for you at no additional charge. Here are the details:

Order Number: 113-3457581-0656220
Estimated Delivery Date: Wednesday, July 19, 2023

Here is a direct link to check on the status of your replacement order:

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

Thanks for choosing Amazon.

Regards,
Pratap
Initial Complaint
Date:06/30/2023
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-pack of Milwaukee 6 amp hour batteries for Xmas and returned them to **********************. They were received at the ********************** facility in ********* on April 13, 2023 at 7:30 pm. I was told the refund would take 30 days to process due to the fact that it was a gift. When the refund never showed up, I contacted ********************** again and was told I would receive the refund in 3-7 days. Again it didnt show up. I have spoken with 1-2 people per week from ********************** over the past 2 months, and every single time I spend a minimum of 1 hour on the phone, and the answer is always the same. I will receive my refund in 3-5 days, or 4-7 days. Yet, here we are on June 30th, 2.5 months after the item was received by ********************** and they still refuse to give me a refund for the returned item, nor will they return the item to me. Short of getting a lawyer and attempting to sue ********************** for theft, I truly have no idea what to do. I am at my **** end with ********************** and their customer service representatives because I have spoken to nearly 30 individuals over the last 4 months and quite frankly, this whole situation is absolutely absurd! Please help me with this corrupt organization and their unlawful and immoral practices. They owe me $159 and refuse to settle their debt.
Business Response
Date: 07/03/2023
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 gift return.

As promised by our customer service, I've issued a gift card for $198.12 to your account. You can see it in your account right now. You can view your balance and usage history in Your Account here:

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

I hope this helps!

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/11/2023

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: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 paid $62 on a product that did not work, and was not as described. At first I thought that it was user error, only to purchase the product again and find out it is a defective product. I reached out to customer service and they explicitly told me that they issued a refund for the item. A few days pass, and still no refund to my Amazon account or original payment method. I reached out again and was told that it didn't matter that the previous agent already confirmed a return, but that their "system" would not allow an option for a refund. Not only that, but the employee asked me WHERE I used the item, which is incredibly invasive.
Business Response
Date: 07/03/2023
Hello Bree,

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 of $61.24 was issued on July 2, 2023 to your gift card balance.

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

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

I hope this helps!

Regards,
Praveen M
Amazon.com.
*****************************
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.
order was lost. I reordered. was not suppose to be charged for shipping. Was charged!
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 order.

I've checked and see that your order has been charged for Two day Shipping. However, I see that a refund of $11.74 was issued on Saturday, July 1, 2023 which includes the shipping cost.

In future you may select free shipping.

Free Shipping information : ************************************************************************************************************

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.
I purchased a product from Amazon seller, the box arrived damaged along with the product. The seller offered to a $30 credit and told me to give away the product or throw it away. I told the seller this was not acceptable of asked for a shipping label to return the product, he would not send one and said he did not have to refund my money as he didn't receive the product back. I told he told me to throw it away, and I was not going to pay for return shipping. Amazon told me repeatedly. they would refund the $280 dollars, I also paid $40 for shipping. Amazon have spent 3 days saying the refund is on the way and today I was told they can't refund my money as the seller hasn't responded and I haven't returned the product. I have spoken to many leadership people at Amazon, each tells me a new lie and no one will process my refund. I feel like this is fraudulent behavior and keep telling them I will be reporting it to the BBB, they don't seem to care about that. Please help me. The transcripts are available from the seller offering me a $30 refund etc, and there are pages and pages of chat transcripts from different chats with Amazon staff. I feel at this stage you are my only hope of getting to the bottom of this and getting my money back. The total is $320 with shipping. The product was damaged by the forklift that icked up the bx, the box was split open with pieces missing and damage to the wood from the forklift. The seller acknowledged this after I sent photos to him. I also sent 10 photos of damage to Amazon as requested.
Business Response
Date: 07/05/2023
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 am so sorry to hear of the issue you have shared with us regarding the damaged item PAKASEPT Hall **** with Lighted Mirror, 5 in 1 Entryway Coat Rack Freestanding, Shoe Storage, and 3 Modes lighting Vanity Mirror, Closet Garments Shelf for Hallway, Bedroom.

Upon checking I see that this is a returnable item. We are unable to issue the refund without the return.

Please return the item for the refund.

Thank you for your patience and understanding.
Customer Answer
Date: 07/12/2023

Complaint: 20260369

I am rejecting this response because: I was told by the seller to throw away or gift the damaged product. I threw the broken pieces away, I sent photos of the damaged box and product to the seller. He offered me $30 which I rejected. I cannot return a product that was thrown away. I was also told by amazon that they would honor my purchase and make the seller return my money. I have cancelled the payment through my Credit Card.

Sincerely,

*******************************
Initial Complaint
Date:06/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Amazon Prime member for years. My first point of unsatisfactory experience occurred when my prime student discount was discontinued. I was still a student when my discount was discontinued but I didnt bother to contact Amazon because it took to much effort for a busy student and mom to deal with. Next is Prime delivery. If my packages came on time like Amazon charge my bank account on time for their Prime service, I wouldnt have to report this today. Most recent is a purchase I made 6/25 for a book that still has not arrived. I called Amazon today to speak with a supervisor. I was placed on hold for five minutes before the woman returned to the phone and stated its taking to long for a supervisor to pick up. I said I will report to the BBB then, dead silence. I ordered tires in the past that was delivered to my neighbors home. Four tires left out for anyone to grab! Im happy there is already a lawsuit going against Amazon because clearly they dont care! I will like a refund of the difference Ive been charged for not being a student when I was and I will like a refund on all my purchases that didnt come in the time promised. I have enough proof to get a case going.
Business Response
Date: 07/09/2023
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 I understand your concern. The e-mail address you contacted us with doesn't have an order matching what you described.

We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address using the exact subject-line.

If your e-mail address has changed, you can update your information by visiting Your Account (*******************************************) and click "Login & Security" at the top of the page.

You'll be able to use the "Edit" button to update your information.

If you're not sure what e-mail address your account is under, please contact us via phone:

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

We hope to see you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 07/13/2023
The email address is *********************** which I thought could have been retrieved by previous order number attachments.
Business Response
Date: 07/19/2023
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 reply and the order in question. I apologize for the delay in your order and your recent experience with amazon.

I've passed your message on to the appropriate department in our company for consideration. We value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers.

We've already issued a full refund of $12.64 to the original payment method on Monday, July 3, 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:

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

Also I've reviewed prime membership history of your account. Upon checking that prime student membership was expired on July 15, 2022. Prime student membership benefit is available only for four years.

In your account it was active from July 15, 2018-July 15, 2022. For more information regarding prime student membership please visit the below mentioned link:

********************************************************************************************...;

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

Regards,

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

Customer Answer
Date: 07/20/2023

Complaint: 20260145

I am rejecting this response because:
There was ample time from making my complaint to date to review my prime account. There was no compensation made to make up for me paying for a Prime account and receiving so many delays in delivery. Prime members should get all deliveries within three days from purchase day.
Sincerely,

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

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