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

59,265 total complaints in the last 3 years.
21,826 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.
We bought a GranBoard dartboard from a third party seller through Amazons website. We received the board damaged. We told the seller to give us a replacement. The seller responded with we will give you a $50 credit. We paid $300 dollars plus shipping and find it unreasonable to not have it replaced. After weeks of fighting with the seller, we went through Amazon to file a claim. Amazon has passed us around to multiple different service reps who ask us to explain the situation multiple times over or tell us to go through the third party seller. We were promised through Amazon a full refund of our purchase, but now keep pushing us off to different service reps who want us to justify as to why. All we want is a full refund that was promised after getting a damaged product. Thanks for your time!
Business Response
Date: 06/23/2023
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
*****************************
Initial Complaint
Date:06/20/2023
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.
Amazon.com restricted my buyer's account to only be able to purchase "digital products'.They did not provide a reason in detail, but only replies to me with automated email saying that I violated their term.The problem is that my account holds abour $70 Gift Card credit.. and I am not able to use that on any physical product that I need.Please help me.The email associated with the account is *************************
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 account.

I've checked with the concerned team and they have confirmed the account is in normal state. Please let me know if you have any further issues so that I can help you.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************;
Initial Complaint
Date:06/20/2023
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 this reptile heating mat on 3/1/23 (Order# ***-5789657-4069023) and have yet to receive a refund for it. I want Amazon to finally give me my money back, at this point it's about the principle of it all. I had another (seemingly unlogged as it doesn't show up in my history) chat with Amazon associates today who told me that they could only give me a $5 promo applied to my account. I would need to call a special team to receive a refund to my card. But that would be the 5th person I'd be talking to about this one order and I don't want to risk wasting my time like that AGAIN. Thank you for any assistance you can provide me with!
Business Response
Date: 06/22/2023
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 understand your concern regarding the refund on Aiicioo Reptile Heating Pad.

Upon checking your account and the order, I've found that a full refund of $13.93 was already issued on June 12, 2023.

We request you to please clarify and confirm the additional support that you need from us on this order.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:06/20/2023
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 some purchase last year August on Amazon from ******* for over $150,000.00. Amazon came and didn't deliver my package so I ask for a refund and they ask for a police report and I gave them it. Now Amazon is trying to charge me back for something I didn't receive and keep closing my account saying I owed them. I didn't receive any items from the order. One vendor reach out and said I should give her a nice review and I said no I I receive it so I can't help you
Business Response
Date: 06/22/2023
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'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 **." Be sure to contact us from the email address on the account used to place the order.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 06/22/2023

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. But the email address link to my amazon account is ************************** my issue is still unresolved.

Sincerely,

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

I'm Meraj 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 correspondence and I was unable to locate an Amazon.com account associated with the email address that you provided.

As mentioned previously, I request you to please provide us the order number in question. We'll be glad to look into further.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 07/01/2023
I told the Amazon lady that is emailing me that I already fill the form out and nothing is working for me, I don't owe amazon anything . I gave her the email address and she keeps saying she can't find my account. Which is a lie because I'm using the same email to login and keep getting error. The email is ***************************. I need this to be fixed. AMAZON keep over charging and not delivering our stuffs and when we ask for a refund you guys close our account saying it's fraud. How can we steal something we didn't receive? You guys said you deliver my stuffs and keep asking you guys to send back the driver to the location to show me where he left my phones and up to this day you guys ask for a police report and I gave it to you. Now you close my account for the same issue which was resolved from last year. I need my account back ********************.
Business Response
Date: 07/11/2023
Hello,

We request you to please contact our customer service via phone for further assistance.

To contact us, visit ******************************************************************* follow the prompts.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:06/20/2023
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 8th, 2023, an Amazon supervisor provided me with an email stating I would receive a refund for shipping costs for a total of $11.98. In the email, it states to contact Amazon once I receive the packages to receive a refund for the shipping costs. I can provide the email for records. The supervisor's name was ************** did as instructed and contacted Amazon, but they are refusing to honor the refund promised in the email. I have spoken with two of their supervisors via phone, both who have hung up on me mid conversation. I have also attempted the chat function, which they transfer me multiple times until finally denying the refund. I believe it is unacceptable to state to a customer via email, that a refund will be provided only to turn around and retract that refund.The supervisor (************) also promised a refund of another order for a total of $77.44. Unfortunately an email was not sent for confirmation of this refund, but it was promised via the phone call on June 8th, 2023. If Amazon checks their recording of the call, they will be able to hear the refund being promised by the supervisor. I have attached the email for reference.I would appreciate assistance resolving this issue.Thank you.
Business Response
Date: 06/23/2023
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: 06/26/2023
Order #***-7772355-7366600 and #***-4804243-0268225.
Thank you.
Business Response
Date: 07/12/2023
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 understand your concern regarding the shipping refund.

I'm sorry about the misunderstanding and incorrect information that you received. The correspondence doesnt correctly reflect our current procedures at this time. We aren't able to process a refund for the shipping cost at this time.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 07/14/2023

Complaint: 20213829

I am rejecting this response because:
Im have email confirmation from an Amazon Supervisor stating the refund would be processed for $11.98 I have provided that email as proof. It is inappropriate to retract a refund after emailing confirmation for that refund.
Sincerely,

*************************
Initial Complaint
Date:06/20/2023
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.
made order 6/16. delivery 6/21. tried to cancel 6/17. failed. called customer service. they tried and failed. supervisor ******** was rude. wrote to executive customer service. ************ said the order was expedited eliminating my cancelation request. she said if they hadn't expedited, my cancelation would have worked. and that this wasn't uncommon. then a litany of things i had to do to fix the problem they created. that is wrong. i don't work for amazon. customer service from the top down thinks the customer provides service to them. customers do three things order, cancel and call for help. they've effectively eliminated cancel and call for help. that's bad business. i told them in washington state if you receive something you didn't order, it's considered a gift. that should go for cancelled orders. too. they admitted their action eliminated my ability to cancel. and told me it's not uncommon. and it was on me to fix it. i hope somebody at BBB can explain that offering to cancel when you won't do it is fraud, and customer service is responsible for fixing it. since **** left, amazon is no longer customer centric. they need to stop saying they are. they sure as h*** don't know what customer service means. anyway, anybody wants to help, i'd appreciate it.
Business Response
Date: 06/22/2023
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 canceling the order.

The two orders which you placed were shipped together. Once an order is placed, we do not have control over them. Sometimes the order may get into shipping process soon and some items later. Unfortunately if you are unable to cancel the order, it means it have entered the shipping process.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 06/22/2023

Complaint: 20213704

I am rejecting this response because:

They sent this to me yesterday.
i responded:
You failed to understand before you responded.

Im your customer, not your buddy.
You will address me as ****************** or Sir.
Its called common curtesy.
You continue to deliver boiler plate descriptions of your inner workings.
That is exactly the same rudeness delivered by Yhuang P.
You do not lecture customers as if we work for you.
We do not.

Obviously, you missed the point.
(and your grammar checker didnt work)
(it means it have entered?)
Who wrote this?

Your company offers cancellation as an option.
Part of the customer centric boast.
Customer service from top to bottom has proven
They can do nothing once an order is placed.
So, what do you do.
And why do you offer a service you are incapable of controlling?

I will, of course, be passing this on to the review sites like Yelp
To warn people about ordering from amazon.
Thank you for verifying the utter incompetency of customer service.

**** must have taken the better business sense with him.
You should stop discussing or forwarding information you do not understand.

You do not instruct your customer how they can fix a problem you created.
You do not talk to customers as if they are your buddies, or co-workers.
You do not throw your customer service inquiries to the dogs.
And, you do not sit on your hands.

Now I have in writing from amazon customer service:
That it is not uncommon to offer cancellation you wont honor.
That customer service cant provide customer service.
That the order process is beyond amazon control.
And that the customer is required to fix the problem you create.
Or they may never get their money back.

Think hard.
Talk to your management.
Call *********
Customer centric means what?

In the meanwhile, provide cancellation to those you defraud
by expediting without giving them that option.
Then give them a full refund at least for your not uncommon
Complete screwup
Dont just pass this on;
Post it on your wall.

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

Sincerely,
*************************
Initial Complaint
Date:06/20/2023
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 have an issue with a missing order due to an amazon glitch were the same order number was assigned to two different amazon accounts. I am now missing 15 amazon echos due to no fault of my own. Amazon **************** has been an absolute nightmare to deal with and are not accurately understanding the situation at hand. They think the package is lost or missing and aren't understanding that there is an error on amazons end that is giving me two identical order numbers on two separate amazon accounts thus making it appear that they were delivered but in reality I'm missing a whole order of 15 amazon echos. I have spent over 5 hours on the phone with reps just getting no where and being transferred and having to keep explaining the situation. Its been a never ending run around and is very frustrating. id like to speak to a higher up competent rep that i can explain everything to and get the rest of my order that i'm rightfully owed shipped to me ASAP. I'm a long time amazon customer and have ********************** on four different accounts that i pay for - I feel customer service is truly lacking and an issue like this should be fixed properly as its not fault of my own and is an error on amazons side. I do NOT want to dispute the charge with my credit card company as that is a last resort and i am hoping a competent amazon employee will look at the accounts in question and see the very clear cut glitch that has occurred and rectify the problem in a timely manner.Accounts in question with duplicate order #************************* ******************** Please ship the remaining 15 amazon echos that i paid for and never received. You can contact me anytime at ************ or ************ Thank you
Business Response
Date: 06/22/2023
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
*****************************
Initial Complaint
Date:06/20/2023
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 pair of speakers & a blouse on May 13, 2023. I received the item bur was not satisfied with the items. I returned the items to Kohls on May 17, 2023. Later that day I received a notice from my credit union saying the debit (Amazon processed my refund incorrectly do my credit union could not apply my refund to my account) was denied. I contacted Amazon **************** on six (6) different occasions. Their first response was my refund was "stuck in the system" & would have to be reprocessed & I should expect my refund within **** business days. This was told to me on May 24, 2023. I continued to check my Amazon account refund status & the system says my refund has been issued which is incorrect. I never received my refund. As of June 20, 2023 I still have not received my refund. I contacted Amazon on June 20, 2023 twice & each time the customer service agents disconnected/hung up my call. I finally spoke with someone on June 20, 2023 after holding on the phone for ************************************************** retrieve my full refund of $50.61.Thank you ************************* *********************************************************************** **************
Business Response
Date: 06/22/2023
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: 06/22/2023

Complaint: 20213595

I am rejecting this response because:
The original order number is: 113-1294169-4012248 which was communicated in all calls/contacts with Amazon Customer Service
Sincerely,

*************************
Business Response
Date: 06/28/2023
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 delayed refund on your order #XXXX2248.

Upon checking your order, I found the refund that we processed was stuck for some reason. Therefore, I've re-issued a full refund of $50.61 which will be credited to your original payment card within 3-5 business days.

Regards,

*****
Amazon.com

*****************************
Customer Answer
Date: 06/29/2023

Complaint: 20213595

I am rejecting this response because: Amazon was suppose to refund the full $50.61.I received a refund in the amount of $31.79. I am still owed a refund of $18.82

Sincerely,

*************************
Business Response
Date: 07/11/2023
Hello *******,

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.

It appears that your refund did not go through successfully. I'd like to offer the refund of $18.82 in form of Amazon.com gift card.

We request you to please confirm if you'd like to us to add it to your account.

Regards,

*****
Amazon.com

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

Customer Answer
Date: 07/13/2023

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:06/20/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 19th, 2023, Amazon delivered order # ***-3412068-4256229. They dropped the package over the gate and did not follow instructions to bring it through the gate onto my front porch. I call and tell them about all the packages that aren't delivered correctly, and I am told it won't happen again. It always happens again. They will leave them in front of my garage door. I can't see them when I back my car out. I have an unlocked gate and no dogs.I tried to file this complaint, but it was closed without going anywhere. The order # is listed here.
Business Response
Date: 06/22/2023
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 forwarded your delivery instructions to the logistics team so that they can update the same. If we need any information from you, I will write back. Otherwise, please be assured that this has been taken care.

I hope you enjoy shopping on Amazon again.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/20/2023
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 had gotten a letter from the irs for income that I had gotten from a sellers account on ********************. However, I had never received the money in question. I have been going back and forth with them trying to get this resolved and I am not getting any response from them at all. The email that I used for the sellers account is no longer active as well as the phone number used when creating the website. I did send in a request to verify my identification but still no response. I am willing to use my social security number as well as my government license for verification. I would like somebody to contact me using the information provided. I have even attempted to contact the *** but got transferred somewhere that didnt help the current situation. I have called amazon, amazon business and they told me that the seller portion of their company does not have a phone number to reach them to get this solved. If I am owed the money then I would like to have it delivered to me. If the money is not where the *** says it is I would like to have a written letter stating that the money in question does not exist if that is the case.
Business Response
Date: 06/22/2023
Hello from Amazon.com,
Thank you for contacting us regarding payments issue.
At this time, I was unable to locate any seller accounts using the email address from which you have written, ********************* ].
For security reasons please know that I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please ensure that all future contacts are sent from the email address used to register the seller account.
If the issue is still unresolved for your Seller account, you will need to send a new email to Amazon from the email address used to register the seller account.

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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

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