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

45,086 total complaints in the last 3 years.
16,650 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:06/21/2023
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.
Order ID: ORDER # ******************* I returned a set of training gloves. The training gloves were received by Amazon.com on May 19th. According to their website it says that there policy is as follows: "It can take up to 30 days for us to receive and process your return. When we complete processing your return, we issue a refund to the selected payment method. Learn how to Track Your Return."I've followed up with Amazon, and now they claim that it could take up to 60+ days despite advertising on their website it could take up to 30 days to process the return. There is a disconnect between their website and their own rules they follow which is at a bare minimum false advertising. They've had my return for month now and should have processed it according to the policy they purport to advertise.
Business Response
Date: 06/30/2023
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 checked with the concerned department in this matter.

Depending on the return some items may take longer than 30 days. In this case we request you to wait until July 19,2023.

In case if you don't hear anything from us in this regard by July 19,2023,please write back so we can find out what happened.

We hope to see you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 07/01/2023

Complaint: 20214809

I am rejecting this response because:
The Amazon policy says nothing about waiting 60 days. I order so much off Amazon and rarely have any returns. 60 days to process a return is unrealistic. They claim on their website that returns are processed within one week after receipt. It has been 5 weeks. You cannot advertise one thing and do another. This is completely false advertising.

Sincerely,

*********************
Initial Complaint
Date:06/21/2023
Type:Delivery 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.
Placed an online order (111-0032354-0263464) on Monday, June 19th at 2:16 PM for a sweater vest. When placing the order it said it would arrive by Wednesday, June 21. I got an email confirmation that said it would arrive Wednesday, June 21st. This morning I got notification it would arrive Thursday, June 22nd. This is unacceptable. I pay for prime and it said arriving on Wednesday, June 21st. Now I will have to send back all the orders I placed at that time because the pieces of clothing were needed for an event on Thursday, June 22nd. You all should not offer shipping dates if they are not going to be adhered to, especially for people who pay a lot of money a year for Prime. Very poor customer experience.
Business Response
Date: 06/22/2023
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 delay caused with the delivery of the item 'Aoysky Men's Sweater' purchased in the order #***-0032354-0263464.

While we do our best to adhere to our delivery estimates, our inventory is constantly changing based on information we receive directly from our suppliers. Occasionally, unexpected fluctuations in supply will add time to our original delivery estimate and rest assured that this is not the kind of service we want to provide our Prime customers. Fast, easy shipping and dependable delivery is something that we pride ourselves on at Amazon.

I see that the item is shipped out with **** carrier and the tracking confirms that the package is out for delivery. As the item may not arrive by the time you need for an event, in this case, I request you to kindly refuse the delivery on arrival or return us back once delivered to get the item refunded.

Alternatively, you may contact the **** carrier using the tracking number available on the shipment and request a stop and return while the item is still out for delivery.

For the delay caused on the shipment, as a token of apology I've issued a $10 promotional credit to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com.

Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.

Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 06/26/2023

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, however, they need to do a better job with prime customers on shipping.

Sincerely,

*********************
Initial Complaint
Date:06/21/2023
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 received a $250 Amazon gift card on November 19, 2022, and applied it to my account. After successfully ordering a physical item, my account was put on hold a few hours after ordering a Razor gift card. I provided proof of ownership of my gift card using the email confirmation from the sender and was able to regain access to my account. However, my account was put on hold again after ordering another Razor gift card. Despite submitting all necessary documents and communicating with Amazon associates and the account specialist team, my account was eventually closed. Now, when I try to sign in, I see a message stating more information needed, but I am not given the option to submit any documents. It has been months and I have been told over ***** times that the account specialist team will contact me within 24 hours, but I have not received any solution yet. I still have $250 in claimed gift card funds.My name is **************************Email address used for amazon account: *******************
Business Response
Date: 06/30/2023
Hello,
We have addressed this customers buyer account related query. We sent an email to the customers registered email address on 06/30/2023 confirming the details.
Sincerely,
***
Amazon.com
Customer Answer
Date: 07/18/2023
complaint #*******
After submitting the requested documents in the email below June 30, 2023. I haven't heard back from Amazon.

Hello,

My name is ***, I'm a member of the *************** Team. This is in response to the Better Business Bureau (BBB) complaint you had raised.

We detected unusual activity on your account and temporarily suspended your orders and your Amazon account as a precaution.

To unlock your account, we will need to verify your identity. Please reply to this email and attach a recent utility bill. Make sure the following information is visible:

- Your name, address, and telephone number. If the documentation is under the name of another person, please indicate the relationship with the account.
- Recent date. No more than 90 days.

To avoid unauthorized account activity, be sure to reply from the email address registered with your Amazon account. Our account specialists will review the information provided and respond to you within 24 hours.

********
Account Specialist
********************

Business Response
Date: 08/11/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on **********.
Sincerely,
********
Amazon.com
================
Business Response
Date: 08/17/2023
Hello,

We have reinstated this customers buyer account.

We sent an email to the customers registered email address on 2023-08-17 confirming account reinstatement.

Sincerely,
Amazon.com
Initial Complaint
Date:06/21/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 06/01/23, I received an item that was not what I originally ordered. Order number is 114-8370700-0831412. I returned the item the same day after contacting Amazon right away. They had no options of a replacement to get what I originally ordered. I ended up ordering what I originally ordered directly from the site the item was still available at. The item I return from Amazon was delivered to Amazons ********* location on 06/19/23. I have proof of delivery. Now Amazon is refusing to issue my refund of $134.25 stating I have to wait 14 to 30 days, then said I have to wait the full 30 days from the date I returned them, which is waiting until 07/02/23, when I was told that when the item is delivered to the warehouse and delivery is confirmed that the refund would be issued. I have been an Amazon customer for several years and have NEVER had to wait 30 days for my money to be returned back to me to my original method of payment. The most I have had to wait was a week. Not 14 - 30 days. Amazon is always inconsistent and keeps changing the rules. I would like assistance in getting my refund back in the amount of $134.25.
Business Response
Date: 06/23/2023
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 #***-8370700-0831412 regarding the refund for the item you returned.

Based on order details, we can see the refund of $134.25 is processed on Thursday, June 22, 2023.

The refund takes 3-5 business days to reflect on your bank statement.

You'll also be able to see the refund request here:

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

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 06/23/2023

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:06/21/2023
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.
Hello amazon shopping.I still can't upload my documents to unhold my account, also I confirm there is no order in my account, i have been paying amazon advertising since 2020. Kindly open the page to upload my documents.
Business Response
Date: 06/30/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 06/28/2023 confirming account reinstatement.
Sincerely,
***
Amazon.com
Initial Complaint
Date:06/21/2023
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 amazon shopping My account on hold temporary, and I'm strongly confident there in no order in my account, Also i have attached the relevant document to unhold my account.
Business Response
Date: 07/02/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 6/28/2023 confirming account reinstatement.

Sincerely,
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:06/21/2023
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.
There was an order declared not received by the buyer.Amazon refunded the buyer but did not fully refund me my Amazon original Fee.Original Fee was $33.48 Amazon refunded me only $28.28 Amazon owes me $5.20 This is for an amazon ****** order processed on january 9, 2023 and the item was Vilebrequin Men's ********* Swim Trunks .
Business Response
Date: 06/22/2023
Greetings,
We have reviewed the seller complaint. However, we were unable to investigate because the order id was not provided.
Please ask the seller to provide us with the order to investigate further.
Thanks.
Customer Answer
Date: 06/22/2023

Complaint: 20214490

I am rejecting this response because:
Order 701-9713178-7691447

Sincerely,

*********************************
Business Response
Date: 06/27/2023
Hello,

We have reviewed the claim raised on order 701-9713178-7691447 and have decided to uphold the decision as seller has not provided any proof of delivery showing delivery to buyer's address with recipient's signature.

Sincerely,
Customer Answer
Date: 06/30/2023

Complaint: 20214490

I am rejecting this response because:

Where is my refund? Tracking shows successful delivery at the address provided.

Sincerely,

*********************************
Initial Complaint
Date:06/21/2023
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.
Hi! I made a purchase of a PlayStation 5 but the box of the PS5 came opened. I called Amazon and made a return. The return was approved and Amazon customer service said *** was going to pick up the package at my house. Amazon customer service sent me a email with the tracking number. A few days later *** came to pick up the package. The tracking number says the package was delivered and signed. I called Amazon customer service and they said they had already received the package and that I had to wait up to 60 days for the item to be proses and for me to receive the refund. After 30 days I called Amazon customer service and them they were sayin that they didnt proses the refund because they didnt received the package. They changed the story first they said they had already received it. They asked me to called *** to open a claim. I called *** customer service but they said that I couldnt open a claim since I didnt choose the carrier and I didnt have the account number. I them called ********************** again and explain what *** had told me. Amazon said they dont call carriers to open claims and that after 60 days I would basically lose my money. Its been more than 4 months and I havent received a refund. I dont want to lose my money because its more them $500
Business Response
Date: 06/23/2023
Hello,
We have researched this matter and confirmed that the dispute in question has been resolved between Amazon.com and the card issuer. Therefore, we will not be able to reimburse the customer.
Please contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon Marketplace purchases before contacting your card issuer. For more information, visit the page: www.amazon.com/gp/help/customer/display.html?ref_=hp_bc_nav&nodeId=G59PXSUWUFR92NUQ.
We sent a confirmation to the customer's registered email address on **********.
Sincerely,
********
Amazon.com
==========
Initial Complaint
Date:06/21/2023
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 May 25, 2023, my son had me purchase air pods from Amazon with an apple product plan. It came to ****** plus ***** soma total of ******. When my son received them only one air pod worked. It was apparent after inspection that Amazon had sent USED air pods as they were scratched up, had somebody elses ear wax etc. we immediately contacted customer service and told them and asked for a replacement to be sent and they apologized for used ones being sent but said since its an apple product we had to return for refund. We did on May 26. Now Amazon is still saying We have to wait until June 26 for the refund because of their apple return policy. However my son who is 11 worked hard for his money and he is heartbroken and has experienced tons of distress over this. Amazon took his money fast when we ordered the pods and sent used defective items deceiving us. Yet we have to wait 30 days to receive a refund. ? It says on *** tracking that amazing received the item back on June 1st. I think this is scam and fraudulent as they are the ones who tried to get away with sending us a used item.
Business Response
Date: 06/22/2023
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 return process on the order #***-1185306-0451466.

Although your return tracking shows that the return has arrived at our *************** we haven't processed it yet physically.

Once the carrier has your return package, it can take up to two weeks for us to receive and process your return. Some items may take up to 30 days. As soon as it's processed, we'll request a refund to your payment method and send you an email confirmation.

If you don't hear from our ************** by June 26, 2023, please contact us via the following link:

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

If you'd like to check the status of your return online, click "Your Account" at the top of our website. Then click "Your Orders" and select this order. Completed returns and refunds appear at the bottom of the Order Summary.

Thank you for your understanding and co-operation. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:06/21/2023
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.
Amazon closed my account again all of a sudden after I receive my refund from a defective order. I need them to revive my account so that I could purchase items again. I had never done any activity that violates their terms and suddenly they closed my account. Please help to reopen it again. Account is: ***************** This is the second time they suddenly closed my account due to refund of a large value item.
Business Response
Date: 08/17/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 17th August 2023 confirming account reinstatement.

Sincerely,

********
Amazon.com
Customer Answer
Date: 08/17/2023

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.

Sincerely,

Kong ***************

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