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

59,531 total complaints in the last 3 years.
21,569 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:06/14/2023
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 purchased a Macbook computer initially from Amazon.com on June 21, 2021. In early January 2023, I dropped the computer on the ground and it was damaged serverly so I used my insurace policy through my ****************** plan in order to purchase a new Computer from Amazon.com. Using the giftcard/credit from my insurance claim, I then purchased same computer make and model from Amazon.com on January 23, 2023 for the amount of $******.The purchase of this computer had a 90-Day money back guarantee. I was not satified with the operation of this computer so I returned it on April 23, 2023 which was within the 90-**************** for returns. On May 3, 2023 Amazon issued me a credit refund for the amount of the return for $818.00, which they said would be credited to my account within 5-7 business days. Since then, I have been getting the run-around and calling every 5 days in order to get my credit and monies owed back to me, and every time I speak to a representative or manager they tell me they are handling it and I should be getting my refund back within 5-7 more days. This has been going on since May 3. 2023 and it is now June 14, 2023. At this same time still have not refunded me the full amount of the purchase which was $****** and I am still awaiting my credit card to be refunded or a credit to my Amazon account in that amount. I have been incurring finance charges on my credit card which I used to initially purchase the item going on now for 2 months at 29% APR on an ****** balance as well as getting the run around about when this credit will even get to me.
Business Response
Date: 06/17/2023
Hello,
We have reviewed the issue filed for the Order 112-5361397-6287437 and noticed that the item was returned to the Seller for a refund.
Upon further investigation, we noticed that the Seller issued a refund of USD 818 on 05/03/2023. The remaining amount of USD 59.31 was also refunded to the Buyer on 05/29/2023 .
Hence, the Buyer has been refunded in full to the original payment method used to purchase this order.
Refund 1 Amount and Date: USD 818 on 05/03/2023
Refund 2 Amount and Date: USD 59.31 on 05/29/2023
In summary, Buyer has been refunded in full.

Customer Answer
Date: 06/24/2023
Greetings and thanks for responding.

After reading your response email, we need to reinvestigate this situation because I have not been refunded. Even though on their systems it keeps saying there has been a refund issued...I never got a refund for those amounts.

I do understand that when I log in online, it says a refund was issued as you stated :

Refund 1 Amount and Date: USD 818 on 05/03/2023

Refund 2 Amount and Date: USD 59.31 on 05/29/2023

But I never received those monies either through a credit or back to my original credit card.

That is my complaint!

In their system, it says refund however I have not received it. Please advise on this matter as soon as possible. it has been almost 2 months since I should have received my refund and I am still waiting.

Moultre *******
Business Response
Date: 07/18/2023
Hello Moultre,

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

I am sorry for the delay caused with the refund for the mentioned order in your complaint.

I see that refund for the amount $877.31 has been issued to your gift card balance and an Email confirmation was sent on Thursday, July 6, 2023 at 10:39 AM (PDT) with subject line A message from (Leadership Team).

I hope this information helps.

Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 07/19/2023

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,

Moultre *******
Initial Complaint
Date:06/14/2023
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 purchased a laptop for my son's graduation gift on 5/17/23. It was supposed to be here prior to his graduation and birthday. I got several notices it was delayed and on 5/27 I called to request a refund. I spoke with a representative who told me that they could give me a gift card or send a check, as they could not refund it to my card. During the time between purchase and refund, my card expired and a new one was sent. She told me someone would email nor call me to verify my address for the check to be sent to. I explained that I needed the money to purchase a new one for my son and did not want the gift card. On 6/2 I called back and spoke with another representative, made them aware I had not heard anything about my refund and have been waiting. They told me they would escalate the complaint and someone would call me in 24 hours. On 6/9 I called again requested to speak with a supervisor or manager. I spoke with one and explained what was happening and he told me that the original representative was incorrect I could have gotten my refund on my card. He stated I would get an email or call in 48 hours and then get my refund. It is now the 14th and I still have not been contacted. This was a special gift from a single mom to her son and I still have not been able to buy it for him. I need my refund so I can give my sone is birthday/graduation present.
Business Response
Date: 06/16/2023
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 have reviewed your complaint and sorry for the delay regarding refund of the order ID ends with 7428.

I understand that you want refund to your check however as an alternative I can issue refund to gift card .Please be informed that gift card will take ***** hours and the time to process check *** take up to 8 weeks.

If you prefer check ,We will request you to confirm the full name on check and address to which you want us to dispatch the check.

Please make sure the address must be available in address book of your amazon account.

We look forward to see 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:06/14/2023
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.
LATELY WHATEVER I RETURN I NEVER GET REFUND BEFORE S SSON AS IT WAS PICKED UP I GOT REFUND ,NOW I NEED TO CHSSE AMAZON AN TOLD I NEED TO WAIT LONG TIME TO GET REFUND..I END UP DISPUTING THE CJARGE WITH MY CARD FOR REFUND AS I NEVER GET REFUNDED WHEN I RETURN STUFF SEE HERE ORDER # ***-2959823-8312268 TRACKIN NUMBER 1Z9758VX9039524555 I NEED REFUND OK
Business Response
Date: 06/15/2023
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 return refund for the Order ID: *******************.

I apologize for the inconvenience.

Upon checking, I see that the order return is still in transit and the system will automatically initiate the refund once the order is processed and scanned at the returns center.

I would request you to wait for the refund.

If there was any other 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
***********************************
Customer Answer
Date: 06/16/2023

Complaint: 20187223

I am rejecting this response because: ITEM HAS BEEN RETURN FOR SEVERAL DAYS WITH PROOF THAT AMAZON RECEIVED IT ..NO REFUND..THIS IS ABSOLUTELY EXTEREMELY BAD..I NEED TO CHASE AMAZON TO GET REFUNDS ON ITEMS RETURNS..I HAVE CONTACTED CREDIT CARD FOR CHARGE BACK AND SENT THEM PROOF THAT U HAVE RECEIVED THE RETURN SEVERAL DAYS AGO..I NEED THE REFUND

Sincerely,

***************************
Business Response
Date: 06/22/2023
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 apologize for the inconvenience and delay in return refund.

I've checked and see that the refund for the Order ID: ******************* has already been initiated on Monday, June 19, 2023 at 8:20 AM (PDT).

Usually, refunds will be credited within 3 to 5 business days from the day it was processed.

I would request you to check for for the refund details on the bank statement or wait for the refund if not credited.

Hope this information helped.
Initial Complaint
Date:06/14/2023
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 purchased a norcold 2-way refrigerator order number ending **** for over $2,000 it arrived on 5 ,22 of 23 the refrigerator did not work I plugged it in waited 24 hours it did nothing I started to return process and Amazon has declined to help me and the third party will not send me any information nothing to even return the refrigerator I am trying to get a return label to send it back to get a refund call their information said it had a 30-day money back guarantee I am trying to get my money back
Business Response
Date: 07/28/2023
Hello,
We have reviewed the issue filed for the Order and noticed that the Buyer received a defective item.
Buyer was provided with the return address to initiate the return of the merchandise received. Since, ***** didn't return the item within the return time frame to the Seller, the A to Z Guarantee Claim was denied. The item has passed the return window and no longer eligible for a refund. Hence, we would request Buyer to contact manufacturer and seek further assistance on the product, from them.
In summary, Buyer failed to return the item within return time frame and hence the A to Z Claim was denied.
Initial Complaint
Date:06/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a email stating to dispose of turkey tail that I purchased through Amazon. That it had quality issues. I waited for my refund after throwing it away over a month ago. Since then I have spoke to Amazon customer service 3 times and was told I would get my refund and it has never happened! I'm tired of waiting! They can not tell you to dispose of an item and not refund your money! The amount was ***** on my credit card! If I don't get my refund? I will no longer be a customer of ********************!
Business Response
Date: 06/15/2023
Hello ******,

I am Raman 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 see the concern about the missing refund and have looked into the issue. We see the refund was issued when you reached us on this matter on 06/14/2023 and we sent you an email the same day.

You should see the refund on your card statement in the next 3-5 business days.

We appreciate your feedback and have forwarded it to the correct team internally. They will look into the issue and take action as appropriate.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:06/14/2023
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 purchased two items online , and I did not received them , I want my money to be return , and they are trying to make me wait for 8 more days to return my money
Business Response
Date: 06/15/2023
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 ID: ******************* refund issues.

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

Upon checking, I see that only one item refund was processed and the second one is still pending.

Unfortunately, there is no direct refund option from our end as of now.

However, if you wish to get the refund through gift card balance, please let me know as this is the only option I have from my end.

Or else you'll need to wait for the refund to be processed automatically.

If there was any other 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:06/14/2023
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 25th 2023 I made a purchase on Amazon.com. I had ordered this item for my brother as a early birthday gift. Order info here:Sena 50C Motorcycle Communication Order #: 113-6646059-6196266 Sold by: Amazon.com Services LLC Quantity: 1 Item price: $549.00 Once the package showed up, I was on the phone with my brother as he opened the item. His words were" We got scammed", I was confused asked him the explain and he sent a photo of what he had received, a box of 50 pink face masks, certainly not the item that was ordered. I submitted for a return item to amazon that day for "wrong item" and sent it back. The *** track says it was received back at Amazon on June 2nd 2023. I have emailed and called requesting information about the status, All they will tell me is that it is in process and if there is not a decision by July 6th 2023 I should call/email them back. This item was paid for on my credit card, I am going to get hit with interest on a purchase that was incorrect on the part of Amazon, and I have done everything in my power to resolve this with them. I have 15 plus years of history with them, and no issues. My position is, Amazon and I entered into an agreement. Amazon would provide the item described for the price listed. I agreed based upon that. Amazon has failed to follow through on their part of the agreement, but accepted my payment. I am being told that they can hold on to the money for over 60 days before returning it if they even do. They are earning interest on my funds sitting in their bank while they slow walk the return. They are going to make money, and I even if I receive the full amount I paid, will have lost time and money. While they may not make a large amount on just my funds, on a large scale, it could be a huge amount.
Business Response
Date: 06/15/2023
Hello ******,

I am Raman 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 to hear that you received pink masks instead of Sena 50C Motorcycle Communication & 4K Camera System with Sound by ******************* Integrated Mesh Communication Headset with Premium Microphone & Speak.

In this case, we strongly recommend you return the items for processing and a refund as applicable. Once the carrier has received your return package, please allow up to 30 days for your return to be processed and to receive your refund.

If you don't hear from our ************** by 30 June 2023 please write back so we can find out what happened.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 06/20/2023

Complaint: 20186731

I am rejecting this response because: the response was another generic response. It doesn't appear they even looked at me account since it states I should return the item.. I did, they received it back at the returns warehouse on June 2nd 2023. It is basically the same response I have received each time.

Sincerely,

**********************
Initial Complaint
Date:06/14/2023
Type:Billing 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 am ***********************, your firm has been taking my money out of my bank account at ********** here in *********, ******** without my authorization.I&#**;m a senior citizen receiving social security and my pension which I worked hard for.I only have AT&T cable which I pay two hundred and thirty two dollars for monthly, so therefore I have no need for Amazon Prime and any items your company offers. As a senior citizen I have never heard of Amazon Prime.As I write this letter to Amazon Prime your company continues trying to take money from my account at ********** without permission.I&#**;m asking your company to refund my money that your firm took out of my account without my authorization.This is my second time reaching out to your firm. The first time I only sent my bank information only now attaching my letter notifying your company of this situation.
Business Response
Date: 06/16/2023
Hello Ms.******,

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

We're sorry to know about the inconvenience you've had with these unknown charges on your bank statement.

I was unable to locate email ID of your ********************** account. With the statement you've provided I was able to locate the charge on an account, however the name on that account is different. The last name on the account is *****. Please check with any of your family and friends who may have access to your card now or in the past.

If these charges are unauthorized, we request to call your card issuer and immediately report these charges and dispute them. Once you've reported these charges with your card issuer, they'll contact Amazon and our team will take necessary actions.

We hope to see you soon.

Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:06/14/2023
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 purchased lights through Amazon, ORDER # ***-7283350-0557068. I returned both sets of lights - 8 each, totaling 16 lights to Amazon several weeks ago. The message on Amazon states it has been processed but I still have not received my refund on my original payment on my ***** After speaking to them several times and messaging them, they tried to suggest that the refund was made on a gift card with Amazon. That was not true and told them that $528.92 needed to be refunded to me on my original payment, ***** I am still trying to resolve this and have not received payment as of this time. All I am looking for is the amount of $528.92 returned-credited to my ***** Not asking for anything more or less. Thank you for your attention to my concern.
Business Response
Date: 06/15/2023
Hello *******,

I am Raman 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 see the concern that you have shared with reference the return refunds on your order ending ****, I have reviewed it in detail. We need to allow time for the returns to come in and for the refunds to be issued.

Returns need to be physically received and confirmed in processing before a refund can be issued. I would request you to allow more time for the rest of the returned items to reach us.

In most cases, a return is received and processed in 14 days, but in exceptional cases it can take upto 60 days. In most cases it is way sooner.

We appreciate your patience and assure you that the refunds would be processed as soon as we can.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:06/14/2023
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 furniture from Amazon back in March is soon as I put my card information in they took the money off my card and close my Amazon account. Theyve been giving me the runaround for months telling me different stories about the furniture is going to be delivered then its not. They told me to wait until a certain date and time my furniture was never delivered and they never refunded me the money, they told me my account is closed they cant theres nothing they can do about it They took $1400 of my money, and I still have not gotten it back. Every time I call I get the same answer. I would like my refund back.
Business Response
Date: 06/15/2023
Hello ********,

I am Raman 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 have reviewed the information you have shared but was not able to locate an order or account with it. We need more information to respond.

Please write back with the relevant order number, email of the account and/or the exact Charge Descriptor of the charge you are referring to.

In the absence of this information, we are not able to offer any guidance or response.

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

Regards,
Raman R.
Amazon.com ****************

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