Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,226 total complaints in the last 3 years.
21,682 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:04/24/2023
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.
Order date Mar 15, 2023 Order #***-5569466-4182603 Order total $705.49 Item name: RX **** XTX I received the wrong item and then I returned the item I was sent instead then I called Amazon customer service and was told a different thing by around 20 people about when I would receive the refund I told the last person I spoke to (in march) that I was going file a dispute with my bank. A Month later the dispute chargeback was reversed without any notification my bank account was -$500. Amazon.com has no right to that money whatsoever because I have returned the item I was sent accidentally instead of what I ordered.
Business Response
Date: 04/25/2023
Hello *******************,

I'm Arun 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 the complaint and understand your concern regarding the refund and charge back on Order ID: *******************.

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

I've checked and see that the refund of $1067.49 has been processed to the original payment method on Monday, April 24, 2023 at 8:20 PM (PDT).

Refund will be credited within 3 to 5 business days.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 04/26/2023

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,

*******************
Initial Complaint
Date:04/24/2023
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 was an Amazon prime member. I ordered 2 under armour hats from Amazon. I placed the order on April 16 and my shipping delivery date was the 18th. So on the 18th no package and messaged Amazon to find out what was going on. And they said it was human error that it was delayed. I checked the tracking on it and said it was in humble ***** on the 16 and was shipped to *********. They said it would forsure be delivered by the 20th. I was really upset about that because my son was in from ********* and I was hoping to have them for him before he left. That didn't happen. So the 20th comes and no package and he had to leave. So I messaged Amazon again and was told this time that it would be there on the 21st guaranteed. Well at this point I wanted to cancel or get a refund. Wich I was told I couldn't do that. I messaged corporate Amazon about this and the lady told me she was sorry about all the confusion on there end and all I had to do was request a refund. So I did through chat I asked for the refund and was told wait until Monday after 5pm and they were gonna put all the notes from chat on my file for Monday. so I did and I waited and check mail around 705 and NO Package. Furious I message amazon and this time when I requested it. I was told no. That there wasnt a solution for me. I can't believe azon conducts business like this. It's sad. I have since closed my amazon account. All I wanted was to buy something nice for my son that he was wanting. And all this bs.
Business Response
Date: 04/25/2023
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 reviewed the complaint and we're sorry to know about the delivery experience with the order #***-5422570-3793811. We've forwarded your feedback to our business team for further review.

Up on checking, I see that the shipment is marked as delivered on April 21, 2023. As informed by our specialist team when a shipment is marked as delivered we'll not issue a replacement or refund. However in this case I've made a one time exception and issued $23.76 to the original payment method associated with the order.

For future, We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/24/2023
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 made a purchase of 5 items online on 4/19/23. The order was split into 3 deliveries. One coming **** and 2 coming via Amazon drivers. On 4/22 I was schedule to receive the **** package and one package from an Amazon driver (all Prime delivery items fyi and one on 1-2 days). The **** package arrived in my mail room as planned. The Amazon driver package was marked delivery attempted saying the drop off wasnt accessible which isnt true bc the mailroom is lit and unlocked. Said package was marked as delivered on 4/23/23 with a photograph of someone elses home not my apartment building so I contacted Amazon and even with the proof that they delivered elsewhere they would not refund my money (we would miss the event we needed the items for). THEN today 4/24/23 the last package was due to be delivered by an Amazon driveragain not outside of my mailbox as directed and no photo submitted with the delivery this time. So I received one item out of 5 snd even though it is the direct fault of Amazon because their driver is not sending my packages to my address, they will not refund my money. I was told get a drop box or another address to send it to, but why should I have to do that? I pay for Prime to have fast shipping to MY HOME. Ive reported this issue in the past as well as some of my neighbors. Amazon claimed they fixed the ping and no more issues but here it continues and now they are stealing from their customers with some new policy Im sure most arent aware about saying once its delivered, the issues lie with the consumer and they are free. They are basically scamming the public especially after all the drivers who were stealing and just leaving packages anywhere. I want my hard earned money since I got no products. 113-0909834-0671451 And 113-3385785-9468200 are the two order numbers associated. They should be sued for their sneaky back door behavior! I DO NOT have a back door. I live in a 10 apartment building! Ive provided these instructions before!
Business Response
Date: 04/26/2023
Hello,

Were sorry to hear that you havent received your item(s) from order #***-0909834-0671451.

Based on the results of our investigation, we aren't able to provide a REPLACEMENT/REFUND for this order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier."

See ************************************************************************************ for more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.
Customer Answer
Date: 04/26/2023

Complaint: 19977554

I am rejecting this response because: they continue to try and blame me for delivery issues when their driver did not deliver to my home. How am I supposed to monitor or receive a package sent to someone elses address? Also, *** worked with their solutions center in the past and they said the delivery issue was fixed yet they still continued to deliver my packages to addresses that are not mine. Ive already provided a picture they supplied upon delivery of my order at someone elses address. I do not have a back porch and live in a big brick building. I should not be faulted for the Amazon drivers that leave packages just anywhere. They clearly didnt match the house number with the package address. This is on Amazon for not training their drivers or holding them at high standards. This is not the issue of the consumer nor the consumers fault. There are others in my building having similar issues.

Sincerely,

***********************
Initial Complaint
Date:04/24/2023
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 returned following item at Wholefood ORQ Maternity Off Shoulder Chiffon Gown for Photo Props Dress Maxi. Order# ***-4407446-8818668 Amazon charged me after i returned. I went to the customer service they asked me to file a report. I report was asking for information amazon already had. I filled the report, customer service keep responding the report is incorrectly filled.
Business Response
Date: 04/26/2023
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 you were charged for an item that you already returned.

Upon checking the order, it appears that the item was not processed correctly by our returns warehouse team. However, this was sorted and we already re-issued a full refund of $54.30 on April 24, 2023

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:04/24/2023
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 purchase a set of pillows from Amazon and they are HORRIBLE.. I paid $34.11 for non-useable flat pillows.. I contacted Amazon and they said to take it to a *** store and have them deliver them back for a full refund. Since they were vacuum sealed, it was imposable to fit them in the shipping box. The *** wanted to charge me $20.00 to pack and ship it back and I declined as I'm on a fixed income and really can't afford it.. Can Amazon ship me a box that the pillows will fit? the Order# ***-1196146-4276231 purchased on April 12, 2023.. I've been a loyal customer for over 10 years.. I don't feel it's fair I have to pay $20 for pack and ship to get back $34.11
Business Response
Date: 04/26/2023
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 am sorry to learn about the inconvenience you've experienced to return your order.

I understand your concern and the information which *** provided to you. I've made exception to the standard returns policy and issued a full refund of $34.11. This will be processed to your original payment card within 3-5 business days. In this case, there's no need to return the item for us to issue a refund. You're welcome to keep, donate or dispose of it--whichever option is most appropriate and convenient for you.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 04/26/2023

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,

*************************
Initial Complaint
Date:04/24/2023
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 10/25/2022 I purchased a heater blower moter, for my truck, from Amazon online. Item was listed to come with a 1 year warranty. Item has since failed. I would like a refund of the purchase price, $45.43, or a replacement. The seller does not offer a way to contact them, so I reached out to Amazon for help. As of posting this, I have been with online chat for 1hr 45 minutes, with no help. This is no my 3rd complaint with Amazon, regaurding a refund. They refuse to help, and just give me the run around. order #***-1582449-3016264
Business Response
Date: 04/26/2023
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'm sorry to hear your HVAC ************ Assembly didn't work out.

Because more than 30 days have passed since you received this item, we can no longer accept a return.

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.

I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty.

Most manufacturers list contact information on the product packaging.

If you can't find the information there, you might want to try doing a web search to find their phone number or website.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 04/26/2023

Complaint: 19976887

I am rejecting this response because: i dont have a way to contact the seller, directly. This item was purchased through Amazon, not a third party.

Sincerely,

*******************
Business Response
Date: 04/29/2023
Hello ****,

I'm ***** from Amazon.com. I thank you for taking time in writing to us.

I've reviewed your correspondence and I understand your concern about the warranty. The warranty that you've referred to is from the manufacturer and Amazon being retailer won't be able to take any action on behalf of the ******************** after Amazon returns window has expired.

We recommend you to reach out Manufacturer "TadaMark" directly to report the matter and to claim warranty.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 05/01/2023

Complaint: 19976887

I am rejecting this response because: I have reached out to them, and have been ignored. This clearly isnt a trustworthy seller.

Sincerely,

*******************
Initial Complaint
Date:04/24/2023
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 purchased a bike via Amazon. $1800 The bike was defective and Amazon told me they would cover the cost of shipping the bike back to a 3rd party seller. &****** Now that Ive submitted the paperwork Amazon is claiming they never authorized the reimbursement.I would like a reimbursement yo my bank account I havdd ** several files that would not upload
Business Response
Date: 05/07/2023
Hello,
We have reviewed the attachments sent by customer. However, we couldn't find the return shipping receipt.

Customer can submit receipts documenting their additional shipping costs in returning the product. Once provided, the amount will be refunded to the payment method used to place their order and we will send them a confirmation. Instructions on uploading the return receipt has been sent to customer via email.

Sincerely,
A to Z Guarantee Team
Initial Complaint
Date:04/24/2023
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 was looking at earbuds on Amazon but didn't order any. I went to the app to check the status of an item i did order and there was an additional item that I didn't place. my bank account is linked to this account and ifeel they charged me in error. I attemped to contact them as it states the item is in shipping process but not shipped they said they cannot cancel the order. it hasn't shipped yet, I didn't place this order at all I don't know how its on there. I live alone and ***** has access to my account except me. they gave me a "promotional credit" which is only good towrds certian products that they sell. That doesn't give me my money back to buy food, now I have to buy something else from them when all I want to do is cancel my account so this doesn't happen again becasue now I fear it might. What if next time they take more than $25 ??? This feels like a scam from one of these dropshippers that amazon works with.
Business Response
Date: 04/25/2023
Hello ****,

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

I've reviewed your complaint details and I'm sorry for the inconvenience you have experienced with order #***-0607242-7989059.

Upon checking, I can see that your order was placed through shopping cart. From your cart, if you click "Place your Order" at the end of the order process--your order won't be placed unless you click this button. Also, I see that email confirmation sent to you immediately on Monday, April 24, 2023.

However, since you claim that you haven't place the order, we request you to reject the item upon delivery. I see that our customer service team issued promotional credit of $26.24.

If you do not need promotional credit, once shows rejected you can contact us back and we will cancel the credit and issue refund on the order. Please respond with your preference.

We appreciate your patience and understanding in this regard.

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

Regards,

Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:04/24/2023
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 crib on 2/19/2023 order number ***************** I returned it on 4/16/2023 Amazon sent a company named Pilot to pick up the crib while doing so the driver took the mattress order number *****************. When i spoke to Amazon for the first time on 4/16/23 to advise them of what happened i was told a ticket would be created and the mattress would be returned. Pilot did not give any invoice tracking information when during pick up, therefore there is no way to track the return of the items. I have called amazon numerous of times all i am being told is that i have to wait 30 days.
Business Response
Date: 04/25/2023
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 complaint details and I'm sorry for the inconvenience you have experienced with your returns.

Upon checking with our carrier department, we did not find any carier scan for these returns.

In this case, as informed by our team already we will have to investigate further. If incorrectly returned item(s) is located local customer service team will attempt to return item(s) back to you.

I've forwarded your feedback to our internal team to rectify these kinds of errors.

We appreciate you bringing this to our attention.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/26/2023

Complaint: 19976274

I am rejecting this response because: amazon need to communicate with the company that they contract with to locate the items. Pilot has to have and invoice number. Pilot came to my home and picked up items. Amazon is responsible for the refund of my items. Amazon is not doing their part to find out what pilot did with the picked up items

Sincerely,

***********************
Initial Complaint
Date:04/24/2023
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 get paid every two weeks and on my payday, 4/20/2023, I agreed to let my mother use my card.com debit card on Amazon.com to purchase Pepsi, cookies and a computer keyboard. However, her order got "stuck," which meant it could not be shipped out. She was given a "promotional credit" to try and re-order her stuff. That is all well and good, or so I thought.No one told her what a promotional credit was-- and I had no idea, either. As of 4/23/2023, there is a charge from Amazon.com on my debit card, in the amount of $31.85 So, knowing that I do not have my card linked to an Amazon.com account (she always removes it when she asks me if I will let her order something) I requested a refund, because I had no idea what that charge was supposed to be and I have not authorized Amazon.com to charge my account for anything. It took until 2:45 PM this afternoon, fighting and arguing with Amazon.com to get to the bottom of what is going on. NO ONE told me that even though I had already been billed by Amazon for her original order, I was going to be billed AGAIN by Amazon.com for $31.85. I keep getting the runaround and being lied to about not being able to get refunded the $31.85 that I should not have been billed. She used AN AMAZON.COM CREDIT for her purchase. My card is NOT Amazon.com credit, it is my debit card.When someone is given a credit, someone else's card is NOT billed to fund that purchase. A CREDIT is the store or website's way of acknowledging that they messed up in some way and trying to make things right. A CREDIT does not mean they are authorized to charge another person's card ANYTHING after that credit has been used. ESPECIALLY if the purchaser and the person making the compliant are TWO SEPARATE PEOPLE, whose ACCOUNTS AND CARDS ARE NOT LINKED.I am coming to the BBB to get my $31.85 refunded to my card immediately.
Business Response
Date: 04/25/2023
Hello ******,

I'm Raman 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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided. For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

In the absence of the order and account information, we will not be able to comment or research, leave alone issue a refund or a credit.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research. You can look up your orders online through Your Account ***********************/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

Regards,
Raman R.
Amazon.com.
***********************************
Customer Answer
Date: 04/26/2023
There is no Amazon.com order number, because I did not place this order on Amazon.com
All I have is the details that were provided by my card.com account, which are as follows:
Description
AMAZON.COM*HV0OA5WR2, AMZN.COM/BILL, WAUS
Amount
-$31.85
Transaction Type
PURCHASE
Purchased On
Apr 20
Posted On
Apr 24
Category
RETAIL
Country
***
Business Response
Date: 05/04/2023
Hello ******,

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

I'm sorry for the inconvenience caused with the charge noticed on your card.

I've reviewed the details of the charge with the details provided in your complaint and see that the charge is related to an order placed from a different account.

In this case, I recommend you dispute this charge directly with your bank as we won't be able to refund the order placed.

Further, the order was refunded in the form of promotional credit that was used to place further orders from the order placing account.

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 05/04/2023

Complaint: 19976158

I am rejecting this response because: I already contacted card.com and they told me to get ahold of Amazon.com. Furthermore, I never authorized you to do this and you VERY CLEARLY realize that. I couldn't care less what you did for an account that IS NOT AND NEVER HAS BEEN MINE.

Sincerely,

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

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