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

59,422 total complaints in the last 3 years.
21,544 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:06/02/2023
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 brought a computer from Amazon in feb, i requested a refund on mar 31 because it stopped working. I called and a rep said they received the computer april 7. My card that i used was lost and had to be replaced so they said they could only send me a check or Amazon credit which i chose check and gave them the required information. 1-2 weeks is what they told me so i waited .... nothing so i call back and they tell me the same thing and send another email asking how i would like my refund and this is on repeat!
Business Response
Date: 06/05/2023
Hello *****,

I'm Pratap 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 the complaint and understand your concern regarding the declined refund of $276.89 for the Order ID: ************************************ **** OptiPlex Computer Desktop PC.

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

Upon checking I see that the refund was declined thrice from your bank's end.

I understand that you would like to have a check issued for the refund amount of $276.89. However, the check request *** take 4-6 weeks or more to get processed. As an alternative we can process the refund to your gift card balance. Please let ** know if you would like ** to issue the refund to your gift card balance.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 06/07/2023

Complaint: 20137379

I am rejecting this response because: i have no intention on shopping on amazon again thus a gift card would be useless as ive stated in the email directly and for the fifth time i have already made requests for a check refund since april

Sincerely,

*******************
Business Response
Date: 06/09/2023
Hello *****,

I'm Pratap 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 the complaint and understand your concern regarding the check request of $276.89 for Order ID: *******************.

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

I've escalated this issue to the appropriate team. The check request *** take 4-6 weeks or more to get processed.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 06/20/2023
Hi i made a complaint against amazon for a computer return i said got an email saying i didnt reply back to you and i did the issue has not been resolved and im still having trouble with getting them to send out a refund check that i requested on may 2/3
Initial Complaint
Date:06/02/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a physical (not e code)$50 Amazon gift card as a gift during my graduation , so I wanted to play game and decided to purchase a $50 razer gold , so Amazon asked me to create an account, which I did , to my surprise Amazon restricted my account and asked me to submit a proof for the card , so I uploaded the gift card image Amazon took my $50 and close my account . Its a gift card Not a debit card not a credit card , why take my $50 ? I want my razer gold gift card immediately The email associated with my account is ********************* Why are you stealing from people ! I should be able to use my gift card without stress ! This is daylight robbery .. I dont even have my bank details linked to the account it was just my name and email , kindly reinstate my account I need my $50. Ill cover up some numbers and attach the gift to this complainer The email associated to my account is *********************
Business Response
Date: 06/14/2023
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

We notified the customer of this decision by email on 6/14/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 06/14/2023

Complaint: 20137377

I am rejecting this response because, I dont want my account reinstated all I request is a refund of my gift card ! My $50 is mine , you can close the account for all I care..The money is mine

Sincerely,

*****************************
Business Response
Date: 06/27/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 6/7.
Funds in your account will not be disbursed.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 07/05/2023

Complaint: 20137377

I am rejecting this response because , my money is my money , its ok to terminate your services , tell me how to send your card and you put my money into my account , why will you take my money ! Take your services off give me my money !

Sincerely,

*****************************
Initial Complaint
Date:06/02/2023
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 05/01/2023, I purchased an Apple iPad Air 64gb WiFi in blue from Amazon. com(ORDER # ***-6251488-2393854) for $492.19. I received the item a few days later. After finding out that the item didn't do what I needed it to, I reached back out to Amazon regarding this(not their fault). They were gracious enough to accept the return, even though it was outside the return window. What I needed was the WiFi+Cellular model. I had purchased the original item with a balance I had in my 'Gift Card' account. I asked if the refund could be made to my credit card on file so I wouldn't need to wait to re-purchase the correct item. I was told that generally the refund is made to the original form of payment(gift card in this case), but was told that they would make an exception for this so I could get the replacement before a deadline, and that the refund would be issued to my credit card. I repurchased the new item on 05/25/2023 and received it on 05/28/2023. Amazon received the returned item and issued a refund on 06/02/2023. They issued the refund to my gift card balance though. I have reached out to Amazon **************** and have been told that I am out of luck and I am stuck with a Gift Card balance that I don't have a immediate use for, and a credit card bill for the full price of the replacement item. I showed them how I was told that it would go to my credit card and was told 'too bad'. I would just like what they refunded to my gift card, to be refunded to my credit card like I was told it would be. I will attach a screen shot of the chat with the representative telling me they will send the refund to my credit card. I don't appreciate a business lying to customers to get them to spend more money.
Business Response
Date: 06/05/2023
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.

We apologies for the inconvenience caused with your Order returns and refunds on Order No: 112-6251488-2393854 as it was refunded to your Gift card balance which is the Original payment method.

Unfortunately, we do not have any such option to credit refund to your Credit card balance when an Order is placed redeeming gift card balance. In simple, we can either issue refund to Gift card or Original payment method (here is it gift card) hence it credited to your Gift card balance.

Thank you for sharing screenshot image. Im really sorry to hear about the interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards.
We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

We request your patience and understanding in this.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*****
***********************************
Customer Answer
Date: 06/05/2023

Complaint: 20137320

I am rejecting this response because:
Amazon has made no attempt at any kind of resolution.

Sincerely,

*****************
Initial Complaint
Date:06/02/2023
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 an ear thermometer in 5/3 With destination toPuebla, ****** with an ETA 5/10 It was held by customs and I was never advise by Amazon. Upon contact they advise if item was still held by 5/10 I would be issued a full refund to my original payment because of the failure to deliver. I waited for 5/10 for update, once I contacted Amazon regarding expected refund and order cancellation they had trouble locating my account . Ive called numerous time to costumer service and they can never find in their system the fact I placed an order over ****** . At first they advice they would look into it, and sent me an email regarding well investigate this. The second time I called was in 05/21 and they suddenly found the order, however they told they could not issue refund until they got the item back from ******. This would take two weeks. I told please send an email regarding this confirmation, they did, but it did not include any of the discussed. Instead they told to wait 48 hrs for a timely response. I called again on 6/1. This time saying since its found but not on my account so they cannot issue a refund
Business Response
Date: 06/06/2023
Hello,

I'm Pratap 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 the complaint and understand your concern that you did not receive your Order ID: ******************* as it is held by customs.

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

Upon checking I see that the account from which you placed the order is closed. Hence we are unable to take any action on this order. In this case you would need to dispute the charges from your bank

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 06/07/2023

Complaint: 20137219

I am rejecting this response because: of your delivery guarantee policy which is the following: If we provide a guaranteed delivery date and a delivery attempt isn't made by this date, we'll refund any shipping fees associated with that order. furthermore, Amazon fail to make contact after delivery was no processed, and the burden failed on me to prove I have made this purchase. You have failed to give timely responses for over a month. Your costumer service team has kept me on the line promising help, and have provided different responses. This is fail communication on Amazon and bad costumer/account policies, that should be reviewed.

Sincerely,

************************************
Initial Complaint
Date:06/02/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I reloaded my amazon gift card balance to $350 and about 2 minutes later I was locked out.I've Called them, etc and they refuse to unlock my account I have sent them the last 4 digits of my card proving it is mine, etc. All to no avail!! Never use Amazon for gift cards, etc. I'd honestly like to get a lawyer about this situation and *** them. They refuse to help me! I'M DONE!!!
Business Response
Date: 06/05/2023
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 account.

I've checked and see that your account is already reinstated and an email was sent regarding the same. I hope you enjoy shopping on Amazon again.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 06/07/2023

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:06/02/2023
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 returned something to Amazon on 5/18/2023, they received it on 5/22/2023, but they have not issued my refund, which I was told typically take up to three-four hours, since I only wanted a refund to a gift card. When I contacted them, they said that I would receive my credit on 5/25/2023, but I have not received it yet. I decided I would give them a few more days to issue my refund. Here it is 6/2/2023 and I still have not received my refund. I have screen shots of the conversation from reaching out to Amazon ************* team, but no refund.
Business Response
Date: 06/06/2023
Hello Contessa,

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 return.

I've checked and see that your item has been refunded in the amount of $25.11 on Friday, June 2, 2023.

The refund will be seen within 5 business days.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/02/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In the past six months we have had five packages of china / dishware arrive with broken pieces. One Lenox Winter Greetings tea cup arrived broken three (3) times. This complaint is specifically in regards to this tea cup.PACKAGING The packaging was not appropriate for any of the three packages.The first package was a box with four tea cups wrapped in thin plastic film placed together at the bottom with shipping paper on the top of the box. There was no dedicated cardboard frame, bubble wrap, or large plastic air pockets to separate or protect the cups. The box was not labeled as fragile.The second package was a box with a single tea cup wrapped in bubble wrap. There was no shipping paper or plastic air pockets to secure the cup. The box was not labeled as fragile.The third package was an envelope with thin bubble wrap. I have attached a two pictures of this packaging. It is extremely obvious that this packaging is insufficient for a fragile piece such as a tea cup. You can see the flatness of the package in one photo, showing the lack of tea cup shape. It has been demolished so thoroughly that we did not even open the package; it clanks when you pick it up without even shaking it.HANDLING I heard the first package slammed on the front porch from upstairs in the back of my house.RECOMPENSE We have now had to spend our time and fuel processing three return claims and taking these claims to a local drop-off location. We are asking for Amazon to supply the cost of this tea cup in store credit to address the lost time and fuel cost.ADDITIONAL DOCUMENTATION We have videos receiving and/or opening each of the three packages available upon request.
Business Response
Date: 06/05/2023
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 items due to packaging.

I've forwarded the feedback to the concerned department so that they can work on appropriate packaging. As a good will gesture I've added a $15.00 Promotional certificate.

For more information about promotional credits, including the terms and conditions of use go to:

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 06/08/2023

Complaint: 20136766

I am rejecting this response because:
I finally received an unbroken item, and Amazon notified me that they have issued me a promotional credit, which is the recompense that I requested. Unfortunately, I am unable to locate any physical or digital promotional credit. I replied to Amazon's email asking for assistance on 6/5 (3 days ago), and I have not received a response. Please provide assistance in accessing the promotional credit.

Sincerely,

*************************
Business Response
Date: 06/21/2023
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 promotional certificate issue.

Unfortunately its not showing up in the account. I've issued a $15.00 gift card to your account as an exception. You can see the balance in your account.

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

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 06/24/2023

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:06/02/2023
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.
Purchased artwork on Amazon online on 4/23,received on 4/28,started return on 4/29. I paid $554.19 + $47.11 (tax) =$601.30. When I received the picture it did not look the same as online. It was not going to look right in the room I was going to hang it. So I started return process. This is through a third party seller on Amazon. They communicate through Amazon message board. They wrote me back and told me to ship freight when returning. I called ***** for quote on freight (cost was $832.52), *** quote ($925.90) and the shipper the seller used Road ************** wouldn't even quote me because I am not a business and the rep said it would be too expensive over a $1000. I called Amazon customer service on May 4 (Carlo). I explained that I am losing all my money and more to return. I am not trying to get out of paying shipping but this is ridiculous. He agreed and said that they don't even charge that much for shipping. He put in a request for seller to set up return shipping for me. And told me I shouldn't have to pay that much to return. He would put in a claim for me. The seller reached out and said they would set up return shipping cost and through them it would-be $238.08. That is more than 40% of my cost of picture. I reached out to Amazon to try to help again May 5 (******), and she said I need to accept the shipping cost and then they would be able to put in claim to help retrieve some of that cost. So I went forward with return. Was refunded $355.70 (-245.60). Called on 5/25 ************** (******). He said I would hear back on this matter in ***** hours. He told me not to call back to customer service to wait for an email. I was told they only communicate through email. Amazon does not clarify on the return policy for third party sellers on their website (very vague). It does not say on the site it needs to be sent by freight. My choices were either pay more out of pocket to return or take 40%+ of my cost to return. I would like some of rt.ship refunded
Business Response
Date: 06/07/2023
Hello,
We have reviewed the order and have provided additional refunds to you. We have also responded to you email.
Thank you
Customer Answer
Date: 06/07/2023

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:06/02/2023
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 amazon account has been deactivated for unknown reason. I've tried for months to make the correction with them but they are very difficult to resolve any issue. That's fine. I don't need amazon. But I do have credit in my account prior to them deactivation and they are not giving me my money back. Please help me get my money back.
Business Response
Date: 06/14/2023

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 6/14/2023.

For more information on our privacy policy, the customer can search for Privacy Notice on the Amazon shopping website.

Sincerely,
Amazon.com
Customer Answer
Date: 06/22/2023

Hello BBB,

Please reopen this case as it has not been resolved.
My name is *************** and emailing regarding complaint number: 20136596

Amazon.com has not resolved the issue.
I read the email response and they did not do that.
What they did do was request more information to resolve the situation.
I've submitted documents to them and it goes in circles as they request even more obscure information or indicate documents are insufficient. So no, they have not resolved the issue
and are still holding my money without cause.

I do not care for their service anymore but please help me get my money back and make them accountable for their actions. Amazon thinks they can do anything to anyone without care or consideration for people.

Thank you for your help,

****

Business Response
Date: 07/12/2023
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

We notified the customer of this decision by email on 12 July, 2023

Sincerely,
Amazon.com
Business Response
Date: 07/26/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2023-07-26.
Sincerely,
********
Amazon.com
==============
Initial Complaint
Date:06/02/2023
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 two ***************** chairs from Amazon. After first use I found a cancer and reproductive harm warning label which was not included on product description. Amazon allowed me to make a return and promised I would not be responsible for packing material. The shipping label did not cover the cost of packing material. I then reached out to Amazon again to advise I needed boxes to return the products and the customer service department promised a refund for the two chairs and told me I could keep or donate the items and receive my refunds. I have proof of these conversations. My refund was not issued. Today I spoke on the phone with amazon on two separate recorded calls. They acknowledged both mistakes on their part and now refuse to issue any refund. The calls totaled 2:30 hours and they discontinued abruptly and hung up offering no resolution despite prior promises to refund my payment due to insufficient labeling on the product listing.
Business Response
Date: 06/06/2023
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 understand that a refund was promised. I would like to issue a refund for the same amount of $109.14.

If its acceptable, please let us know so that we can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************

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