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

59,539 total complaints in the last 3 years.
21,483 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:06/09/2023
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.
For order 111-2074144-7620214, we filed ***** claim. buyer did not send back our item. Per amazon policy, amazon needs to reimburse us the full amount. however amazon only issued partial reimbursement. Amazon total refunded buyer $70.88 and we expected this amount of the reimbursement plus return shipping fee.
Business Response
Date: 06/14/2023
In regards to Order # ***-2074144-7620214, the SAFE-T appeals team reimbursed the Seller for item costs. Additionally, the seller appealed once more for outbound shipping cost and return label cost, and the SAFE-T appeals team advised the return label cost was already reimbursed and outbound shipping is ineligible for reimbursement through SAFE-T. As our policy states, return shipping cost(s) or restocking fee(s) may be deducted from the refund in accordance with the refund policy
This is a help page for the refund policy: ********************************************************************************
This help page shows the aforementioned policy for Safe-T ***** reimbursements: ********************************************************************************
Customer Answer
Date: 06/15/2023

Complaint: 20168125

I am rejecting this response because:
You refunded the outbound shipping fee
Sincerely,

Zhe Xing
Initial Complaint
Date:06/09/2023
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 bought a DJI drone from Amazon but decided to return it. Amazon provided me with a shipping label but because the drone has a battery and I live in ****** it needed to be shipped back to the mainland *** via 2nd day air.Amazon supervisors told me they dont have a system in place to provide me with a 2nd day air shipping label so Ill have to pay for it myself and they would reimburse me by refunding other past Amazon products I bought. I sent back the drone via 2nd day air using my own money to their ********* return center. I believe that because I never used their shipping label they never were able to process the return in their system in order to issue me a refund. The tracking number I used via *** says delivered to Amazon shipping center but Amazon will refuse to accept that they ever received it. Even though I have proof that it was delivered. I have called many times over the past few months and they straight up lie to me saying my refund will be in my account within 3-4 business days. But it never comes. I returned that drone April 18th today is June 9th and I still have not received my reimbursement for the $200 shipping label or the $1300 drone I sent to Amazon.The tracking number is 1Z2W754V0726843855
Business Response
Date: 06/15/2023
Hello *******,

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

I've reviewed your complaint details and I'm sorry that you haven't received refund for your return.

Upon investigating with our returns team, I can confirm that there is no record of package being scanned in our fulfillment center. Also, we are unable to locate the physical return at this time.

Under these circumstances, we wont be able process refund on this order.

We appreciate you bringing this to our attention.

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/16/2023

Complaint: 20168063

I am rejecting this response because:
I have solid proof, backed by **** confirming that the returned product was indeed received at the Amazon ************** in *********. Despite this evidence, Amazon alleges that they are unable to locate the item. However, I believe this is not an issue that I should be held accountable for.

In accordance with the instructions provided to me by an Amazon supervisor, I dutifully adhered to the return procedure, which included my payment for a 2nd air shipping label. I have fulfilled my part of our return agreement.

I urge Amazon to reciprocate and meet their obligations towards their customers, as per the terms of our return agreement. Any issues arising due to their staff failing to appropriately scan the received product should not be directed at the customer, nor should it affect the customer's due refund.

Sincerely,
*************************
Initial Complaint
Date:06/09/2023
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,I previously filed a similar complaint against Amazon last year. Amazon made an effort to fix the problem however I am now back to experiencing the same issue. I am a disabled customer who lives in an *****************. I leave very specific delivery instructions requesting all of my packages be brought to and left at my apartment door. When I filed the first complaint approximately 1yr ago, Amazon reached out and the issue improved however for the last 3 months, the problem has started again where the Amazon delivery driver is leaving my items in the lobby of my building. In addition to being disabled and it being difficult for me to go to the lobby to look for my packages, the lobby of my building is not secure. We do not have a doorman so often, packages go missing. I would like for this issue to be permanently resolved. It is not fair that disabled customers like myself are treated this way by a business that I spend money with.
Business Response
Date: 07/02/2023
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've reviewed your complaint. Your experience with our delivery service Amazon Logistics, was brought to my attention. This is certainly not the experience we want for our customers. I do understand the level of disappointment this has caused to you.

I'm sorry to hear that the driver did not follow the delivery instructions for Order No: 112-5326184-5307438
with the tracking ID *************** and not delivered to your Apartment door.

We have forwarded your feedback to our delivery team to update the same on your Account.

If you want us to make any changes on this, you can respond to this email.

To update your delivery instructions in the future

Visit Your Addresses on Your Account (***************************************************************).
Click "Add delivery instructions."
Provide details such as access codes, landmarks or a safe place packages can be delivered.
Click "Save instructions."
To manage your push notifications to be updated on upcoming deliveries:

Open the Amazon App.
Tap the main menu (icon with three bars).
Tap "Settings"
Tap "Notifications."

You'll be able to toggle whether you'd like to receive each type of available notification.
*****, I appreciate you taking the time to reach out to us to let us know about your experience.

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

Regards,
*****
*****************************************;
Initial Complaint
Date:06/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was gifted a 50 dollar gift card for my graduation, and I purchased a ****** play gift card on amazon with it. Amazon suspended my account, had me fill out a form, then sent me an email saying they will close my account. I have contacted amazon about 10 times now, and they are not very helpfull with it at all. I have no access to my account. The email address tied to the acount is *********************
Business Response
Date: 06/21/2023
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 am sorry for the inconvenience caused with your account and your gift card balance.

I see that your account has been reinstated and an Email confirmation was sent on June 15, 2023 at 1:17 AM (PDT) with subject line Your Amazon.com account has been reinstated.

I see that you have used the gift card balance to place orders on June 16, 2023.

You can view your balance and usage history in Your Account here:

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

I hope this information helps.

Regards,

******
Amazon.com

*****************************
Initial Complaint
Date:06/09/2023
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 ordered a brand new saxophone on Amazon for my child as a 8th graduation gift. The total cost was over $1200. The delivery window on the app was stated as May 14th - 19th. It instead arrived on the 12th when we were out of town and could not receive it. Also there was no signature asked for on the package. I immediately filed a police and provided it to Amazon. They told me to reach out to the seller which I did. The seller indicated they wouldnt do anything about it. I spoke to about 8 different Amazon reps over the phone or told me their A-Z warranty would cover this issue. One told me that my account was in good standing so there wont be an issue getting it refunded. After 3 weeks of fighting with Amazon, they tell me they will not be covering it even though multiple reps said they would. My final thought it this, if you ordered a car and it was delivered to your home two days early while you were out of town, and it was left running with the keys in it. Then some one stole it, wouldnt you blame the company that told you the incorrect delivery date??
Business Response
Date: 06/12/2023
Hello,

Thank you for taking the time to provide us with more information regarding the claim on order 114-2648981-7004225.
Upon further review, we have decided to uphold our original decision.
The claim has been closed because the tracking information for this order shows that the shipment has been delivered. For help finding the package, we recommend that buyer contacts the carrier.

Sincerely,
Customer Answer
Date: 06/18/2023

Complaint: 20167537

I am rejecting this response because:

The complaint doesnt not say the item wasnt delivered. The complaint states that it was not delivered in the time frame promised and in turn the item was stolen because Amazon provided inaccurate details. Your *** guarantee says it covers orders being delivered in a timely nature. The dictionary definition for timely is occurring within an expected time frame. Amazon did not fulfill that expectation. You must cover the item as your guarantee states it is a covered item.
If you order a car online and its delivered on the wrong day while youre out of town and it gets stolen, wouldnt you blame the company that provided the delivery date?

Sincerely,

***********************
Initial Complaint
Date:06/09/2023
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 11 & 12 of 2023 I sought to purchase several (approximately 40) gift items from Amazon. I discovered that I was locked out of my account because my order was thought to be suspicious and told that my order was canceled but after confirming my account status I was told it was unlocked and approved to reorder items - only to have confirm identity again after searching and selecting gift items again in the following day. At that time I once again found that I was locked out and no record of my card number or evidence of canceled orders. After several calls back to customer service I told them of the ONLY order that I wanted to keep (found circled in green on both Amazon issues ********************************* expected refund document uploads) since they indiscriminately split all my items into separate orders on their own. Unfortunately to date I have not received all of my refunds that they liberally charged to my card nor any of the items from the Canceled Orders - despite their website stating that some items were still on the way or being delivered. As for the one order that I hoped they would get delivered - came as a partial delivery sans 4 additional filters. I have made several calls to requesting a manager/supervisor to refund my money for orders that they canceled and no items were received and continue to have no resolution, be disconnected, not called back - I am very angry and disappointed to have spent my time and money to still have these lingering problems into a month later.
Business Response
Date: 06/20/2023
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 you have shared with reference the unexpected orders on your account and have looked into the issues in detail. We will not be able to issue any refunds at this time.

As advised earlier, we are not able to issue refunds on this issue at our end of our own initiative. We recommend you reach your bank on the issue disputing the charges you do not recognize.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

We appreciate your feedback and have forwarded it to the correct team internally. I do not have any other information at this time.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:06/09/2023
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.
My account was hacked and someone made a purchase in my name for $44.38. Can you please give me a refund.
Business Response
Date: 06/29/2023
Hello,

We have denied the customers request for a refund as customer raised a chargeback dispute on this order. This chargeback dispute is still pending with their card issuer and we are working with their card issuer on its resolution. Kindly request customer to reach out to their card issuer for more information about this dispute.

Sincerely,

******
Amazon.com
Initial Complaint
Date:06/09/2023
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.
Shame on Amazon! I requested a replacement, not a refund for Order # ***-8212335-8801021 (Sock Pulling Device). I have 11 screenshots (in order) of Amazon's customer service and my exchange online. I sent Amazon other screenshots illustrating how the item was purchased on April 12, 2023 for $9.70, the details and dates that followed. They illustrated Amazon's "bait and switch" tactics. Despite Amazon's Customer Service's sweet talk training, they ultimately put their customers beneath their "merchant partners", and their overall bait and switch deceptions are not addressing what was requested - to replace the item.
Business Response
Date: 06/20/2023
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 am sorry for the inconvenience caused with the order placed with seller guozhaotie.

As we do not have a control over the sellers inventory, replacement cannot be created for this order.

However, as a refund has been issued to your payment method, you may reorder the item if you still need it.

Thank you for your understanding and cooperation.

Regards,

******
Amazon.com
*****************************
Initial Complaint
Date:06/09/2023
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.
Amazon deactivated my account in error due torelated to the Vicit Intentio account (account email ****************************** The real owner of ************** account is *************************************, not me. He was my business partner. The erroneous reason of related between my account and ************** (*************************************) account was in the following:The same brand that was added to Amazon Brand Registry. My account shared my brand with ************** (*************************************) account because I and ************************************* (owner of Vicit Intentio) were business partners;The same ASINs on my account and ************** (*************************************) account. After I and ************************************* (owner of Vicit Intentio) registered the brand, we started to sell the same items under this brand. The same user permission of accountant that had access to my account and ************** (*************************************). The same email address of bookkeepers user permission. I added together with ************** the same email address of bookkeepers user permission. The bookkeeper handled the financial part of our partnership on my account and**************.Unfortunately, my cooperation with ************** (*************************************) account came to end on December, 2021. ************************************* stopped contacting me after that owing to commercial disagreements. I'm not sure where he is or if he's alive right now. As a result, I neither have access to his account (since I was never the true owner of Vicit Intentio account) nor the capacity to assist him in reactivating it. I am really aware of my mistake magnitude. I apologize to Amazon for the inconvenience this has caused. I needed to be more concerned about the security of my account and personal information. However, I guarantee you that deactivating my account was in error. Therefore, I request you to reinstate my account.
Customer Answer
Date: 06/12/2023
My account deactivated in error due torelated to the Vicit Intentio account (account email ****************************** The real owner of Vicit Intentio account is *************************************, not me. He was my business partner. I created a partnership together with ************************************* on July 15, 2021 (please, review Partnership Agreement). On December 16, 2021 we terminated partnership (please, review Partnership Dissolution Agreement and Protocol of Partnership Dissolution Meeting). After that, my account never crossed paths with Vicit Intentio account and its owner - ************** (*************************************).The erroneous reason of related between my account and ************** (*************************************) account was in the following: The same brand that was added to Amazon Brand Registry. My account shared my brand with ************** (*************************************) account because I and ************************************* (owner of Vicit Intentio) were business partners; The same ASINs on my account and ************** (*************************************) account. After I and ************************************* (owner of Vicit Intentio) registered the brand, we started to sell the same items under this brand. The same user permission of accountant that had access to my account and ************** (*************************************). The same email address of bookkeepers user permission. I added together with ************** the same email address of bookkeepers user permission. The bookkeeper handled the financial part of our partnership on my account and**************. I personally never owned the account named Vicit Intentio. The real owner of the account named ************** was my business partner - *************************************, not me. I stopped my partnership with him a long time ago. My account doesn`t violate any of Amazons policies. In this regard, I request you to reinstate my account. Thank you in advance!
Business Response
Date: 06/13/2023
Hello,

We have reviewed your submission and are unable to reinstate your account at this time. Please see email communication sent on 6/10/2023 for additional details.

Thanks

Amazon Seller Performance
Customer Answer
Date: 06/16/2023
I am rejecting this response because:
I have additional information and evidence of the mistaken suspension of my account. On December 26, 2021, a final settlement of the remaining funds in the business partnership was conducted between me, the account owner of Velox Flow, ********************, and the account owner of Visit ************* I am attaching a scanned copy of the original Letter of Settlement payments.
Once again, I would like to gently remind the support team of the circumstances of my case. My account was deactivated in error due to being "related" to the Vicit Intentio account (account email: ****************************** The real owner of the Vicit Intentio account is *************************************, not me. He was my business partner. Here is information about the related account. The erroneous reason for the "related" status between my account and the Vicit Intentio (*************************************) account was as follows:
The same brand was added to the Amazon Brand Registry. My account shared my brand with the ************** (*************************************) account because ************************************* (the owner of Vicit Intentio) and I were business partners.
The same ASINs and type of products were listed on my account and the Vicit Intentio (*************************************) account. After ************************************* and I registered the brand, we started selling the same items under this brand.
The same user permission for the accountant had access to my account and the Vicit Intentio (*************************************) account.
The same email address was used for the bookkeeper's user permission. ************************************* and I added the same email address for the bookkeeper's user permission. The bookkeeper handled the financial aspects of our partnership.
I ended my business relationship with the Vicit Intentio (*************************************) account a long time ago. On December 16, 2021, I notified ************************************* of my intention to terminate our partnership (please review the Termination Letter). According to the Partnership Agreement, I was required to notify ************************************* three days in advance before terminating the partnership. Therefore, on December 16, 2021, I informed him about the termination, and on December 23, 2021, we held a partnership meeting to sign and notarize all the necessary documents for the termination of the partnership (please review the Partnership Dissolution Agreement and Protocol of Partnership Dissolution Meeting). Since then, my account has never had any association with the Vicit Intentio account or its owner, ************** (*************************************).
I have described the entire situation in the previously sent Plan of Action. I personally never owned the Vicit Intentio account. The real owner of the Vicit Intentio account was my business partner, *************************************, not me. I ended my partnership with him a long time ago. My account does not violate any of Amazon's policies. Therefore, I kindly request the reinstatement of my account. Thank you in advance!

Sincerely,

********************
Business Response
Date: 06/20/2023
Greetings from Amazon.com,

I have confirmed the seller was reinstated from the Seller Central block on 6/18/2023. Please inform the seller that functionality will return to normal within their Seller Central account platform.
Initial Complaint
Date:06/09/2023
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.
Purchased Monitor 11/30/22.Had Monitor For 5 Months And 9 Days.Monitor Stopped Working 6/9/23.Reached Out To Amazon **************** 6/9/************ Defect With Monitor.Asked For Refund Would Send Monitor Back Advised To Contact Seller Which Is HP Support.If They Could Not Help Reach Back Out.Called HP Support For Refund. Advised Since Monitor Still Under A Year Should Have Warranty.Amazon Would Have To Refund Not HP.Reached Out To Amazon Via Chat.Spoke With First Rep.Transferred To A Second Rep.Transferred To A Third Rep ******* Consent.After Amazon Making It Seem I Would Be Refunded After Over An Hour On Chat.Was Told Timeline For Refund and Replacement Has Passed.Advised Complaint Would Be Filed.Amount Being Requested $157.** And Change.
Business Response
Date: 06/20/2023
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 am sorry to know that the item purchased in the order ending with **** has stopped working.

Upon review, I see that the return window on the item has been expired on January 31, 2023, hence we can no longer accept a return for refund or replacement.

Usually our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

You can also click on this link to refer the same: **********************************************************************************************************************************************

In this case I suggest you to contact the manufacturer(HP) where they will help you with the available options for the item from the day it was purchased.

You can also contact Asurion for the available options.

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

Regards,

Sai babu
Amazon.com
***********************************
Customer Answer
Date: 06/21/2023

Complaint: 20166580

I am rejecting this response because:
Hello,

I have already spoken with HP about this again and I have advised them as I am advising you we no longer want any HP products. Amazon's response is not customer friendly as you keep saying the following. "However, we believe that the ********************************************************************* the item that we receive."

The monitor was set up in the month of January prior to the 30day window expiring; it was operational and running. My husband used the monitor several times after that but it was not on a daily basis. So, I want Amazon to explain to me the expectation of the monitor becoming dead/inactive within such a short time frame.

Your statement is ridiculous and unacceptable that it should have defected within the 30-day window. I would think that Amazon wants to sell quality products rather than defective products with a short life span.

I reached out to HP yesterday and spoke with Honey based on her statements HP would only refund me if the merchandise was purchased off their site and since it was not and purchased through Amazon you would be the responsible party to provide the refund.

We did not cause the monitor to become defective, and I believe that's what Amazon is thinking. I assure you that is not the case and I have better things I can be doing with my time than this complaint.

I purchased this item based on branding one the monitor being HP and secondly it was through Amazon. The fact is that Amazon and HP are selling defaulted products as there are other reviews with the same issues.

Please provide me with the corporate office information I requested or escalated this to someone with delegated authority with the ****** of ************* to refund me my money. Please provide me with the address to overnight the monitor so we still have the original packaging so no box will be needed.

Thank you

Sincerely,

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

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