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

58,657 total complaints in the last 3 years.
22,064 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:06/29/2023
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 a $40 item from Amazon, and they sent me some cheap sticky pad dispenser instead (worth maybe $5) and they won't refund my money unless I arrange for transportation to drive this mistaken item to the nearest *** store, at my own cost. This, despite the fact that I have been a loyal customer for a long time and my records should show that. I don't think it's fair that I should have to spend about $40 worth of time and money to be refunded for a $40 item.The attached photo is what they sent me instead of the Fruit Fly trap I ordered.
Business Response
Date: 07/02/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, 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.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Customer Answer
Date: 07/02/2023

Complaint: 20257155

I am rejecting this response because: it did not resolve my complaint. The subject order number is 111-9007646-9673031.
Sincerely,

*************************
Business Response
Date: 07/13/2023
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've issued your refund for the item below. Your return is now complete*.

Indoor Insect Trap Non-Zapper, Fruit Fly Traps for Indoors,
Total refunded:$39.09

Regards,

*****

Amazon.com

*****************************
Customer Answer
Date: 07/17/2023

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. It is unfortunate though that it took a complaint for me to receive satisfactory service.

What Amazon needs to come to understand is that sending a random wrong item, does not eliminate their legal requirement to either 1. Give me what I paid for or 2. Refund my money. It is not my problem if Amazon mails me some random item that I didn't purchase.

Sincerely,

*************************
Initial Complaint
Date:06/29/2023
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 ordered a KitchenAid mixer. It was supposed to be red.Amazon, Sent a blue one I called them and they scheduled a pickup to give me a refund and send it back. It was brand new and I can order the other one when I got a refund.I was never told any policy about products that would be destroyed Anyway, I have appeal their decision over and over they refuse to give me a refund And after Time passed, they said they destroy the blue mixer I kept telling him to either return the blue mix her or give me a refund I am shocked they were destroy a product a brand new product without telling me anything Why didnt they just return it? So now they need to find me another makes her or give me a refund Im 72 years old and I feel as if Ive been given the runaround And being bullied. Please help me.
Business Response
Date: 07/02/2023
Hello *************************,

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

We're writing to let you know we processed your refund of $466.01 for your Order XXXX2666 from always quality.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:06/29/2023
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 a gift card for ***** from my stepdaughter for fathers day.i tried to redeem it and amazon put it on hold.I called customer service and could not get them to explain why it is on hold.I have sent them all the documents that they asked for and still have'nt resolved the issue.
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 issue related to your account.

Based on investigation, we don't have option reopen the account.

In this scenario it would be easier for you to create a new account and start over fresh and then add the gift card balance to the new account.

The account itself does not have the $50 gift card the which you claim that you received for fathers' day, so, if you still has the claim code, it can be added to the new account without any problems.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:06/29/2023
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.
We have key for business set up at ********************************** formerly know as ************************************. We have specific instructions that drivers are to deliver packages directly to the apartment doors. Instead the drivers have been leaving them in our mailroom. I have filed multiple recoveries and complaint and yet this is still ongoing. This has been happening since 2020 and this should not still be happening. I email the Amazon email and no one has responded to my emails
Business Response
Date: 08/19/2023
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.

I'm sorry for the inconvenience caused with your recent deliveries. Issues like this where it keep on repeating feel you bad about the service. I would have felt the same .

Based on investigation, our team checked the Amazon Key device and found no issues. The issue is drivers continue to dump packages and not follow the delivery instructions.

Our team worked with concern team regarding delivery issues and taken care of it. They will make sure such issues won't get repeated.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:06/29/2023
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.
Amazon refuses to honor their A to Z guarantee for reasons that are easily disprovable. According to the image below, they denied my claim of $1,345.86 for fridge I received damaged because according to them, I did not communicate my issue with their seller. I not only have the email correspondence attached that I did, but I also have a voice recording of my call with the seller where I reiterate (again) that I want to return their item and need a return label in order to do that. I made this clear to Amazon both on recorded phone calls that I have but also via their messaging portal. They also say I claim I didn't use the label provided to mail back the item to their seller. I never received a label and refused to mail back a 100 lb fridge without either a return label OR a promise that Amazon would be paying for it per their own A to Z guarantee attached. If they can't resolve this via the bbb process I will be filing action in small claims court.
Business Response
Date: 07/04/2023
Hello,

We have denied the customers request for a refund on order 113-5115948-1528263 as the purchased item is not yet returned. The return details were shared with customer and yet customer failed to return the item. Customer raised a chargeback dispute and the dispute is settled as well with customer's card issuer. Kindly request customer to reach out to their card issuer for more information in regards to this reimbursement.

Sincerely,

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

Complaint: 20256898

I am rejecting this response because: Amazon publicly states in their own A to Z guarantee that return shipping costs for damaged items are not the responsibility of the buyer. While they provided a return shipping address, I wasn't going to pay $400 to return a 100 lb fridge by mail without confirmation from Amazon that they were going to reimburse me. Unfortunately, when I asked for clarification from Amazon about the shipping costs they decided to reject my claim instead.
As I've stated multiple times to Amazon already, I'll mail back the fridge if they either provide a return shipping label or confirm they will be reimbursing the cost of the return as their "guarantee" promises. Neither of with they seem willing to do. Instead by rejecting claims like mine, they get to steal customer funds and claim its the customers fault.
I shared all of this with my credit card company and they immediately found Amazon at fault and credited me back for the portion charged to their card, but Amazon is still fraudulently holding $533.02 of the funds used to pay for the fridge in gift cards + $108.65 of their credit cards rewards dollars. Obviously, I expect a FULL refund.
The agent who wrote the response knows all of this, of course.
As a result of Amazon's inability to honor their own guarantee, we've cut up the credit card we opened with them and we've stopped purchasing anything over $100 from their site. After 10 years of being Prime members, we won't be renewing our membership at the end of the year either. I've also filed complaints with the **** State Attorney Generals in NY and WA, the ***** and will pursue this is small claims court with the taped calls I have with their phone agents if they continue to intend to not honor their supposed "guarantee".
Sincerely,

Koushalah ******
Initial Complaint
Date:06/29/2023
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 2nd, I ordered two Apple Watches from Amazon.com (Order # ***-3423201-9525813). Amazon charged me $718 and proceeded to ship out the watches the following day, however, after that, the shipment seems to have been lost by the carrier, and no further updates are shown about the shipment's progress. Amazon's own website currently states "Your package may be lost" when I go to look up tracking information about this order, and they further state that "We're very sorry your delivery is so late. Although it may still arrive, you can request a refund now."I followed their instructions to request a refund from Amazon **************** chat representatives. On June 8th, I spoke with Amazon agent '*********************', who told me that the shipment would arrive within 72 hours, and if it did not, Amazon would provide a refund or replacement. On June 12th, I spoke with Amazon agent '***********************', however, the agent refused to offer a refund or replacement for this order, instead offering to transfer me over to a different agent which would again deny me a refund, so I told *********************** that she could only transfer me to a different agent if she could promise me that the other agent would provide a refund or replacement, and surprisingly, ********* **** did promise that this other agent would provide me with a refund or replacement. I then spoke with agent ****************, who strangely offered me a refund for only $232.07. Then, of course, their refund never even arrived! It was completely fake!I have wasted quite a bit of valuable time hounding Amazon about this dispute, and they have placed quite a bit of undue stress on me. Normally, I would simply ask for a full refund, but since Amazon has promised a refund and repeatedly refused to make good on that promise, I'm requesting not only a full refund back to my original payment method(s), but also an additional $100 to make up for the added stress and hours lost time. My total request is $818.
Business Response
Date: 07/02/2023
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 issued a full refund for the order in the amount of $718.00 to the original payment method. Your refund will split into two which is credit card and the gift card where gift card balance will be credited earlier.

You will receive an email once the refund is complete from our end.

I've forwarded the feedback on the experience you had with our customer service to the leadership so that they can take appropriate action.

We look forward to see you soon.

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

Complaint: 20256885

I am rejecting this response because:
I am still waiting on a promised refund of an additional $50 from Amazon, which is less than the $100 I originally requested, however, upon receipt of the $50 additional refund, that will ultimately resolve this complaint. I'll be happy to close this complaint once this occurs.

Sincerely,

***************************
Initial Complaint
Date:06/29/2023
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.
Hello and hope youre having a great day. The inconvenience is to address a problem that I am having with a product that I purchase at your store and is advertised as10 years warranty. I have numerous time email and call the company and no hope with, I also have been in contact with your customer service and no hope or help only links to the seller but ended at Amazon customer ********************. Please this is a humble customer that is only requesting what was advertised at your store. Any help will be great full. Hope you have a nice day.
Business Response
Date: 07/02/2023
Hello *******************,

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

I've reviewed your BBB complaint and I'm sorry to learn about the negative experience you've had with your order of ******************* 10 Inch Memory Foam Mattress.

Upon checking your order, I found that a full refund of $315.34 was issued on June 30, 2023. Refund shall be processed to your original payment card within 3-5 business days.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 07/02/2023

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:06/29/2023
Type:Customer Service 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 order was delivered to the address, but not to my unit. They did not notify me or ring my door bell. They left the package in the outside lobby where the mail boxes are. However, Amazon will not provide a refund. They advised me to file a police report instead. The order was made on June 26th, the order number is 114-8018666-0801848, the price is $175.35, and the item is a leg massager.
Customer Answer
Date: 07/02/2023
Amazon is refunding me my money, I got a email saying that it would be refunded to my credit card. Thank you for your help. Very senior friendly.

Sent from my iPhone
Business Response
Date: 07/02/2023
Hello,

I am *************;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 #***-8018666-0801848 as you didn't receive the item.

To make this issue resolved I've issued refund for the item your original payment method of $175.35.

You'll receive the refund within 3-5 business days.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:06/29/2023
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.
On March 8 2023 I purchased 4 Apple Macbook Pro Laptop's from Amazon Order# ***-1656079-1045819 for $7682.84. I returned all 4 Macbooks back to Amazon using *** Label to return them, I didn't hear back from Amazon in over 2 months till one day I got a refund for $5764.84, which is the amount for 3 total when I returned all 4 in the same box back to Amazon. I contacted them countless amount of times, they asked me to provide them with a return tracking receipt which I sent and also which confirms the weight of the total package sent back to Amazon. Its been since March i've been facing this issue and I've had no help from Amazon, they just kept telling me as soon as it processes through our return facility your refund will be processed. The tracking number for the return is 1ZE397E01704806039. Which you can see the package was sucessfully delivered fully back to Amazon. I'm not sure whats going on but the remainder of $1918 is missing that hasn't been returned to me.
Business Response
Date: 07/11/2023
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 fully refunded in the amount of CDN$ ******* on Monday, July 10, 2023 and CDN$ ******* on Friday, May 12, 2023. The refund usually shows ** in 5 business days.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/29/2023
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.
I purchased a pair of headphones and only one was in the package amazon refunded and I purchased another pair and in one week one set stop working. I called amazon ******* was extremely unprofessional and hung up on me. I spoke to a supervisor and their resolution was that I can return the item and a refund would be issued in 30 days. I am so upset with their conduct that I'm planning on disconnecting my prime all together
Business Response
Date: 07/02/2023
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 #***-7114935-7466669 as you received the item which is defective.

To make this issue resolved I've issued refund for the item without returning it.

The refund of $26.99 was issued to your original payment method which is gift card.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 07/02/2023

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,

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

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