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

47,396 total complaints in the last 3 years.
16,615 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:01/15/2023
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.
Order 112-6674613-2249851 Patio Sliding Door Curtain Buffalo Check Plaid 108W X 84L Inch Extra Long curtain. We got the curtains and one was 78 inches long the other was 82 inches long I called the ***** call center for Amazon and they were of no assistance to me at all. I could barely understand anyone and they did not want to come up with a proper solution. Now I have to waste my time as Im a nurse and return these as the supervisor whom Couldnt spell his name and avoided the topic wanted to still charge me for *** pick up and call after item was picked up. This is outrageous and the worst customer service experience I have ever experienced in my life.
Business Response
Date: 01/16/2023
Hello ****,

I'm ***** from Amazon.com.
Thank you for bringing this to our attention. It's disappointing to hear our customer service team wasn't able to resolve this concern for you. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.
It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.
I'd request you to please clarify your issue in brief and the resolution that you want from Amazon. Kindly provide us the name of the item and the associated issue with it. We shall look into and assist you further.
We look forward to hearing from you soon.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:01/15/2023
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 item number 114-0714259-5425825 for $51.67 and I have not received my refund. It was returned at ******************************
Business Response
Date: 01/17/2023
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've not received refund for the Silver Clear Chunky Heels that you returned. The return tracking of this package shows as delivered and it appears there is a delay in processing the refund by the returns team at the fulfillment center.

I've issued a full refund of $51.67 which will be processed to your original source of payment within 3-5 business days.

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:01/15/2023
Type:Customer Service 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 already filed a complaint about this. Amazon angering me, somebody named ******. I answered them several times and nobody is getting back to me. Then you closed the complaint. The complaint has not been resolved. An Amazon driver has driven across my grass twice. I have called in 3 times to complain. Please help me with this.
Business Response
Date: 01/18/2023
Hello,

I am Naveen 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've reviewed your complaint. I apologize for the inconvenience caused to you in this regard and completely understand your disappointment with the property damage. I've got the details of the reviewed by our internal team and the concerned team has provided the Claim Number: AMZ2022202907 as they continue to work on this for you.

I refer you to check the email send on Tuesday, December 27, 2022 at 4:36 AM (PST)

If ARC doesn't contact you, you can reach them with below information:

ARC Phone Number: ****************

Business Hours: 8:30 a.m.-7:00 p.m.EST, Monday-Friday

Claim Number: AMZ2022202907

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

Regards,

Naveen
Amazon.com
Initial Complaint
Date:01/15/2023
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 bought an office chair off Amazon in November, and returned it through *** since the quality was really poor. It took a long time to receive the refund so i asked Amazon why it took so long. Amazon confirmed that due to shipping issues it had not been refunded yet, but they had received the item and i had to wait 60 days, confirmed by their support. After reaching out once 60 days had passed, Amazon told me I had waited too long for my refund, and I am no longer eligible for my refund. Amazon is not able to do anything to resolve the case.
Business Response
Date: 01/17/2023
Hello,

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: 01/17/2023

Complaint: 18816249

I am rejecting this response because: Order number is clearly stated in the email picture provided "#***-2699446-5728269" and my email that is ******************

Sincerely,

*****************
Business Response
Date: 02/09/2023
Hello ******,

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

I've reviewed your BBB Complaint and I'm sorry to learn you did not receive refund for the item that you returned.

To resolve this for you, I've issued a full refund of $145.11 which will be processed to your payment card within 3-5 business days.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 02/14/2023

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:01/15/2023
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.
Loading previous messages...Messaging Assistant | **************** Hi! It's **********************'s messaging assistant again.So, what can I help you with?10:47 AM I was charged $20 for a trade in that I already sent in 10:47 AM Messaging Assistant | **************** I found some information from one of our Amazon Help pages that *** be able to help.Receiving Payment for a Trade-In: We pay for trade-in items with Amazon.com Gift Cards issued for the value of your trade-in. Following appraisal and acceptance of your trade-in items, we apply the Amazon.com Gift Card value to your account Instant payment can apply to eligible trade-ins. In such cases, we deposit the gift card in your account as soon as you submit the trade-in...To learn more, check out our Receiving Payment for a Trade-In help page.Did that answer your question?10:47 AM No, need more help 10:47 AM Kindle e-reader 10:47 AM Messaging Assistant | **************** Do you have your Kindle e-reader available for troubleshooting?10:47 AM No 10:48 AM Messaging Assistant | **************** Thanks. Please contact us again once you have the device available with you for troubleshooting. That will allow us to resolve your issue effectively.10:48 AM I need help now 10:48 AM Messaging Assistant | **************** Sure, here are options to help with that 10:48 AM OK, get help through chat 10:48 AM Messaging Assistant | **************** If you have details you think would help the associate, type them here.10:48 AM ******************** has joined & will be ready to chat in just a minute.********* | **************** Hello my name is *********. I will be happy to help you today.How are you doing today?T10:48 AM Good how are you 10:48 AM ********* | **************** I understand your concern regarding the issue with charge of $20. Please be assured that I will surely do my best to fix this for you.T10:48 AM Ok 10:49 AM ********* | **************** I am also good. Thank you for the asking.T10:50 AM I sent the trade in months ago and I'm still being charged for something **** lost. It was in the same box and the case 10:50 AM ********* | **************** Could you please help me with the 9 digit alphanumeric charge id its given on your bank statement?T10:50 AM It doesn't have a number ******** 10:52 AM ********* | **************** May I know do you have trade in id?T10:53 AM ******************* All I have is the order number 10:54 AM ********* | **************** Please allow me a minute. T10:55 AM Ok 10:56 AM ********* | **************** Thank you for the waiting.I am sorry for the inconvenience caused to you. In this case I can help you with the $20 refund. Shall I proceed?T10:57 AM Yes please 10:57 AM ********* | **************** Thank you for the confirmation.Please stay connected.T10:58 AM Ok, will it go back to my bank account 10:59 AM ********* | **************** Please allow me a ************* AM Ok 11:01 AM ********* | **************** Thank you for the ************** AM Your welcome 11:05 AM ********* | **************** I am still checking for the refund. Please stay connected.T11:05 AM Ok 11:05 AM ********* | **************** I'm sorry to keep you waiting. It'll just be a moment longer.T11:09 AM Ok 11:09 AM ********* | **************** Sorry for the waiting.I am still checking for the refund. Please stay connected.T11:15 AM Ok 11:15 AM ********* | **************** Thank you for the waiting.As I have checked for the refund for you but I am really sorry I am getting error on your placed order so I am unable to apply the Refund. In this case could you please place the order which is sold and shipped by Amazon when its delivered to you contact us back we can help you with the $20 refund. Would that be fine for you?T11:22 AM I already sent the item back 11:33 AM T ********* has joined & will be ready to chat in just a minute.I sent ot back months ago 11:33 AM ********* | **************** I understand your concern.As I have checked for the refund for you but I am really sorry I am getting error on your placed order so I am unable to apply the Refund.In this case could you please place the order which is sold and shipped by Amazon when its delivered to you contact us back we can help you with the $20 refund. Would that be fine for you?T11:33 AM I'm not wanting to place another order just to send it back. It was sent back with the case 11:34 AM ********* | **************** Please allow me a minute.I understand your concern you already send your device **** lost. To helping you for the $20 refund could you please place the order which is sold and shipped by Amazon when its delivered to you contact us back we can help you with the $20 refund. Would that be fine for you?T11:42 AM Why would I have to place another order spend more money just to get my $20 refund?11:47 AM ******************** has joined & will be ready to chat in just a minute.Or that amazon lost?11:49 AM ********* | **************** I would like to say that as I have checked the options for the refund but unable to apply . That's a reason To helping you for the $20 refund could you please place the order which is sold and shipped by Amazon when its delivered to you contact us back we can help you with the $20 refund. Would that be fine for you?T11:52 AM Start typing and someone who knows your issue will join and help you out.Write a message...Send
Business Response
Date: 01/16/2023
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 amount charged for the trade in.

I apologize for the inconvenience.

As per the update on the trade in, the trade in item was not received and that is the reason the amount which was refunded earlier was charged to the card on your account.

I'm sorry, we'll not be able to take any action on it from our end.

If there was any alternative, we would have surely helped.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:01/15/2023
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 live in an army base and sometimes the **** carriers misplace our mail. This has been an ongoing issue. Recently made a purchase that says it was delivered but I never got it. Now Amazon is hiding behind what seems to be a new addition to their terms and conditions about risk of loss and refuse to give me a refund. At first I wanted a replacement but after being treated so poorly I requested a refund. They have refused time and time again. This is theft. This is illegal.
Business Response
Date: 01/16/2023
Hello,

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:01/15/2023
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 an email from Amazon customer service on January 2 stating my email was changed by a customer service rep by the name of *******. I called Amazon and notified them that I didn't make this change. The customer service rep stated she would have to send a notation to the fraud department regarding this breach of my account. The individual who breached my account put a 2-step verification on it, and only the fraud department can remove it and give me access to my account. It is now January 15 and I still haven't heard from the fraud department. I have called Amazon customer service 9 times, 1/2/23 @ 5:44 pm, 1/7/23 @ 2:40 pm, 2:50 pm, and 3:19 pm, 1/9/23 @ 9:56 am, 1/9/23 @9:56 am, 1/10/23 @ 11:44 am, 1/11 @10:09 am, 1/12/23 @ 11:09 am, and 1/14 @ 8:31 am.Amazon customer service tells me I have to wait 24 - 48 hours for a response. I have spoken to managers the last three times I called and they all say the same thing. They placed notes telling the fraud department to contact the original email on the account, not the one that was changed on January 2. Still, I have not heard from them.I started receiving alerts from my credit and debit cards that a transaction in the amount of $814.40 and $15.89 has been charged to my accounts. I canceled all my credit and debit accounts. They were trying to get this purchase through on every card that was listed on my account. They were able to get one transaction through on my daughter's credit card that was also attached to my account. They were unsuccessful in getting a charge through on my son's card as he canceled his before they tried.This level of disregard by Amazon is disgraceful.
Business Response
Date: 03/01/2023
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 3/1/23
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Initial Complaint
Date:01/15/2023
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 preordered an a500 game console months before it was released. I never received it. Once I realized I was charged for it, I contacted Amazon. They told me they couldnt credit because it was outside of the return period. I asked them for tracking INFO & the tracking @ said **** was still awaiting the item. So, it was never shipped. Since they were unable to issue a credit, the instructed me to dispute it through the card company. I disputed it with ************ but AMazon fought back saying it was outside of the return window, so *********** referred me back to Aamazon. Let me make it clear. There is nothing to return. Amazon is a billion dollar company taking make $146 for items that were never shipped. Do the right ************** my money. ORDER # ***-7956177-3034609
Business Response
Date: 01/16/2023
Hello Elo,

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 about the delivery of your order of "The A500 Mini".

I have checked your order and found it was placed in January 2022. I have also checked our log history and could not find any prior contact made to us regarding the delivery of this order. We advise our customers to reach out to us to report any issue relating to their orders within 30 days after the delivery date of the order.

As you've contacted us almost after an year, we're unable to take any actions on this order. I hope you understand our limitations.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 01/17/2023

Complaint: 18815931

I am rejecting this response because:

It was ordered in Jan 2022... as a PRE-ORDER. That is why there was no contact in about a year's time. Also, I am not asking for a return. I am asking for a refund because it was not shipped & not received. The tracking number provided says **** is still awaiting the item. Please do a little more research instead of just quoting return policy. You can nit pick about dates and response times, and blame the customer... but when it's all said and done, Amazon it making $146 pure profit b/c the item ordered was never sent. What you are doing is basically just stealing, and hiding behind a company policy to so it. Please understand that this was a preorder & was never shipped. The matter is a little more complex than just somebody contacting you outside of the standard times. Think outside the box.

Sincerely,

**********************
Initial Complaint
Date:01/15/2023
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 $25 ****** restaurant gift card from Amazon to give as a Christmas gift which I indeed gifted to a family member as a Christmas gift. I was told by the family member that the gift card was not activated and has no money on it when they took to a restaurant to use. I contacted Amazon initially and told them the issue. I was told they could give no refund because the card was in packaging when shipped and they wouldn't be able to see a code. I told them I would try to go through the company the gift card was for. When I went and got the gift card from the family member I called the number on the back and the card indeed has not been activated. It even says on the front of the packaging card has no value until activated by cashier. I could try and contact ****** I suppose; but even if I did all I have is an Amazon receipt and I don't have a method or way to activate it. I sent another refund request to Amazon; but have received no official reply for the issue as of today. I did receive and email stating that my account is under review and not to open any new accounts or orders could be cancelled. I've ordered these gift cards a number of times and never had a problem up to this point; but after this debacle I will never order another gift card from their site. To be treated like you are trying to game them over $25 is unacceptable; especially when you spend exponentially more on their site yearly.
Business Response
Date: 01/16/2023
Hello,

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: 01/17/2023

Complaint: 18815842

I am rejecting this response because:

The order information is provided in the attachments above. The gift card in question is shipment 4 of 4 of this order.

Sincerely,

*************************
Business Response
Date: 02/09/2023
Hello *******,

I'm ***** from Amazon.com. I thank you for helping us with the order details.

The gift card that you mentioned is a third party branded gift card and we recommend you to contact ****** directly to report the issue.

For balance & complete terms visit ******.com/balance or call **************. 2021 ****** Concepts, Inc.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 02/13/2023

Complaint: 18815842

I am rejecting this response because: I'm aware this is a third party seller. At the end of the day all I have is an Amazon receipt for this transaction though. I don't have a cash register and cannot activate this gift card. They sold this gift card on your site and you should personally offer a remedy for this and hold the third party accountable. It is both illogical; and unacceptable for you to give me a number for ****** and tell me to to try and handle it that way. This is the third party and Amazon's issue; not me your end customer. ****** will not activate the card without payment. A receipt from Amazon will not satisfy this requirement. Contact your third party and have them give the payment which I already gave you to ****** and send me a new gift card or give me a refund for the gift card amount.

Sincerely,

*************************
Initial Complaint
Date:01/15/2023
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.
From May 2022 thru current Amazon has been charging it's customers somewhere about $12.99 to $21 for prime 1 to 2 day delivery and since those months mentioned and even now they have not been delivering in 2days and deliveries been really late like 1wk to 2wks out , but again they still charging us prime rate monthly !? Please help I would like for them to refund me all those months and get it together with these deliveries!!
Business Response
Date: 01/16/2023
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 order delivery issues and prime membership charges.

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

I would like to inform you that usually we'll not be able to refund the prime charges if any of the benefits are used.

However, as a one time exception for the delivery issues that you've had, I was able to issue prime refund for last 7 charges.

Also, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

Please note that this is a one time exception only.

Hope you'll understand.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,
Arun

Amazon.com
*****************************
Customer Answer
Date: 01/20/2023

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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