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

59,462 total complaints in the last 3 years.
21,545 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:05/31/2023
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 received a power tool organizer that I ordered. I didnt keep it and sent it back. I was refunded, then they charged me again. I have talked to nine people at Amazon, and one supervisor, and each person sends me to a person they allege can fix my problem. It hasn't been fixed yet. Now they are telling me to file an incident report, that they don't even send me.
Business Response
Date: 06/02/2023
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 complaint details and we apologize that you have been retro charged for the item you returned from order #***-6909626-4534611. We're happy to assist you further.

However, the Incident Report you provided is incorrect. Please correct the answers to questions 2, 3, and 4 and resubmit the report. Please reply to this the email with your responses to the following questions in English or Spanish. You have to reply from the email address associated with the Amazon account that you used to place this order.

Youre able send your responses directly in an email or through an attachment such as a PDF or JPG file.

To be considered for review, the Incident Report has to be completed before this date: June 25, 2023. Send one set of responses for each package containing an item that you returned to Amazon but haven't yet received a refund. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report
1. Order number:_______________
2. Today's date. (MM/DD/YYYY):_______________
3. Date return item was shipped. (MM/DD/YYYY):_______________
4. How did you ship back your return? ( For example: *** picks up, *** drop off, mailed with ***** or ************* *************** etc. ):_______________.
5. Description of the item returned (item name, color, size, quantity, etc.):_______________.
6. Have you experienced prior issues with returning items to Amazon?_______________

Thank you for your cooperation.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

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

Complaint: 20128027

I am rejecting this response because: I have a memo from the company saying it has been returned. They didn't refund me, until they received it. Now Amazon is trying to make me jump through hoops to prove something to them. Nauseating business practice.

Sincerely,

*********************
Initial Complaint
Date:05/31/2023
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 31st Amazon unlawfully initiated a refund for our order due to the package being "undeliverable" however upon checking the Amazon **** tracking number the package was in transit at the destination **** facility for Thursday june 1st delivery. Amazon unlawfully allowed our package to be STOLEN without checking the Amazon **** tracking number that showed delivery had not even been attempted yet and the package was being processed at a facility. We are demanding immediate contact AND compensation by Amazon for this matter. please see the damaging attached evidence below.
Business Response
Date: 06/02/2023
Greetings from Amazon.com,

I confirmed the Seller Fulfilled Order ID: ******************* shows to Ship By: Fri, May 26, 2023 and Deliver By: Tue, May 30, 2023. However, the **** tracking information within the link below shows the product was accepted at **** Regional Facility on May 30, 2023, 10:40 pm and was delivered on June 1, 2023, 1:00 pm.

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

This is more than likely the reason why the refund was granted to the buyer. If the seller wishes to dispute the refund provided to the buyer, the seller can contact the buyer and explain the situation.
Customer Answer
Date: 06/02/2023

Complaint: 20127783

I am rejecting this response because: **** had a holiday causing a 1 day ***** in delivery, Amazon has just admitted to breaking federal laws and we are demanding an immediate compensation for this order.
Sincerely,

***********************
Initial Complaint
Date:05/31/2023
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.
Bought an Echo device about 6 or 7 months ago that stopped working less than a year (which is under warranty). Called to have it replaced and they said that i can mail it back to them for repair. mailed it back and received it a week later and it was still not working. called them back and they said they will send me a replacement echo device but it would not be a new device (it would be refurbished) I was fine with that. Received the new (refurbished item) and it was STILL not working. Called one final time and filed a complaint, they said that since it's still under warranty but that since I cannot get a refund for the item, then the best thing for me to do it to make a NEW purchase for a NEW echo device and once I get the item to then call them and they will issue a full refund. I thought that was very unusual and told them I will not be spending money on a new item unless they send me an email confirming that I will be refunded once I receive my item. they sent me the email saying I will be fully refunded so then i placed my order. I just received the item and called them and explained the situation and showed them the email proof and they said it's against policy to issue the refund. I said I HAVE PROOF of guaranteed refund, whether its policy or not that they will be issuing me a refund so they need to honor the refund. The customer service rep ********** proceeded to get nasty and loud with me and denied the refund.
Business Response
Date: 06/04/2023
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 complaint details and I'm sorry to know that your echo device stopped working.

In review we'd like to honor the previous promise made towards a refund for your recent purchase of an Echo Show 5.

We were unable to generate a refund to your original payment method without creating a return. However what I'd like to do is offer you a $150 Amazon Gift Card, as a goodwill gesture but to also cover the cost of recent Echo Show purchase.

Gift Cards become available within 24 hours of the amount being applied to your account.

If you'd like to move forward with the gift card, please respond at your earliest convenience.

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

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:05/31/2023
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 wig for prom feom amazon! The package marked delivered but it was NEVER delivered! I called Amazon initially after it said dwlivered and it wasnt. Amazon told me to wait u til the next day because it was still within its deop off range. My package was never delivered!!! I contacted amazon for a replacement or refund and i was told that they could not do either one! So i am out of $100+ dollars!!! And no hair for my prom!! I would like my money back or i would like my hair replaced!! This is ridiculous! And i will asvise others not to purchase from them!
Business Response
Date: 06/04/2023
Hello Kianta,

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 complaint details and I'm sorry to know that you haven't received your order #***-3131919-4248236.

Upon checking, I can confirm that your package shows delivered on Monday, May 29. Since you haven't received product, I've made an exception and issued refund of $112.34 to your original payment method.

You will see this refund posted to your account within 3-5 business days.

You can check complete refund details through your Amazon account.
We appreciate your patience and understanding in this regard.

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

Regards,
Sandhya,
Amazon.com
***************************************;
Initial Complaint
Date:05/31/2023
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 told to keep the item that I had purchased and was sent the wrong size and get refunded within **** business days and did not get refunded. Amazon employee clearly stated the jacket was insured were I did not need to return item and get refunded 100%. Now they are declining my refund.
Business Response
Date: 06/02/2023
Hello *************************,

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

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help ** with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact ** from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:05/31/2023
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.
Via Amazon.ca Item ordered: $99 ******** eShop Gift Card [Digital Code] ORDER # ***-6574498-6408206. Paid with Amazon Gift Card. Item is described to send out within 24 hours. A note regarding delayed orders says to give 48 hours in some cases. I waited 48 hours. Item still not sent. I called (phone) for assistance. Told to wait 48 hours while they investigated it. No response.I called (phone) again. After being told the same thing as last time, I mentioned already doing so. I was told it would be escalated. Waited 3 days. No change.I called (online chat) again. Told the exact same as previous times, so I mentioned having already done so. Provided email proof of previous conversations. I was told a "ticket" would be sent and to expect item to be processed in 48 hours. Waited 3 business days. No change.I called (online chat, images attached below) again. Same responses again. I mentioned the "ticket" provided so they can review. They review and acknowledge previous agents' claims. They now say 3-6 weeks are necessary for results. Explained that no info or reason was given for this sudden delay and was dismissed with "Thanks for calling, have a nice day!"I am seeking either proper processing of order or refund. Currently I am being perpetually delayed with no explanation or reason.
Business Response
Date: 06/05/2023
Hello Deron,

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 complaint details and I'm sorry that you haven't received your order #***-6574498-6408206.

I've investigated with our internal team and can see that we have an ongoing issue for this and all the customers orders are being stuck. Our team is working on this to resolve the issue. We dont have any communication when this will be resolved.

However, you haven't been charged for this order. If you see any charge, it might be an authorization.

To remove authorization for the charge, you need contact your bank.

We appreciate your patience and cooperation here.

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

Regards,
Sandhya,
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 will accept this resolution. I've been able to shift the purchase to another similar item and am placing trust that this will not trigger an unintended second purchase later if when the first transaction resolves.

Sincerely,

*****************************
Initial Complaint
Date:05/31/2023
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.
This order was marked as delivered by **** but is not here. I looked everywhere. ******* stole it. I called Amazon for a refund and could not get through to anyone just a recording that hung up on me. I expect to be treated better than this!!!
Business Response
Date: 06/04/2023

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.

Upon investigating, I can confirm that driver delivered intact box to you on Wednesday, May 31 and signed.

Under these circumstances, we wont be able to refund/replace the order at this time.

We appreciate your patience and understanding.

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

Regards,

Sandhya
Amazon.com
***********************************
Customer Answer
Date: 06/07/2023

Complaint: 20127483

I am rejecting this response because: I never signed for any package. It was delivered to another address. The seller refunded my money, however. Amazon did nothing to help me at all with this matter. Amazon representatives sent inappropriate emails to me directly that were untruthful and unwelcome. I have told them to communicate with me directly via the BBB complaint from now on.

Sincerely,

*************************
Initial Complaint
Date:05/31/2023
Type:Sales and Advertising 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 24 I purchased an item advertised at Amazon.com as a ********* Hand Painted Wood Easter Egg Pysanky 2 5/8 Inch - for $9.98. The item I received is not a Pysanky egg - as advertised.Experts on the subject agree that Pysanky is a wax-resist dying process in which a hand-held stylus is used to deliver melted beeswax to a chicken or other natural egg by writing the design onto the egg. The initial wax lines resist the first dye and remain white. As more wax designs are added, the egg is dyed repeatedly with successively darker dyes. The centuries-old ********* Pysanky process is not utilized in the creation of the Hand Painted Wood, egg, as advertised at Amazon.com. A Pysanky egg is a real egg and is dyed using a wax-resist process.A Pysanky egg is not painted on wood.This Pysanky advertising issue is not solely about a technical definition of the word. The Pysanky process applied to a natural egg produces a much different and more artistic result than is achieved by the ordinary painting of a wooden egg.The artistic quality difference is evident when viewing a picture of the painted wooden egg I received in comparison to a picture of actual Pysanky eggs, as shown in the pictures attached to this complaint.The issue is not whether painted wooden eggs should be advertised and sold as such. The issue is that they should not be described in advertising as Pysanky. Accordingly, my complaint seeks the Amazon.com sellers voluntary withdrawal of the word Pysanky from its advertising of painted eggs. A copy of the Amazon.com ad to which I responded is attached, along with pictures of Pysanky eggs and the painted wooden egg I purchased.
Business Response
Date: 06/08/2023
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 understand your concern regarding product description on our website.

We'll investigate further and make sure this doesn't happen to anyone else. In the meantime, the item may temporarily be unavailable to purchase from Amazon.com, though it may be available from other sellers on the Amazon.com website.

We ask that you please return the item. You can find return instructions and a pre-paid mailing label at the link below:

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

We will send you a confirmation e-mail once we have received your return and afterwards when a refund has been processed.

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
***********************************
Initial Complaint
Date:05/31/2023
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.com account got canceled. They took the money that I had on gift card contributions and won't return it. They also told me that I need to make another account but I will not get my money back. They closed my account today. May 31st, 2023. They are closing people's account for no great reason.
Business Response
Date: 06/22/2023
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 6/12/2023.

Sincerely,

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

Complaint: 20127107

I am rejecting this response because: they should not be able to tell people that they can not spend our money on and close our account without warning.

Sincerely,

*************************
Initial Complaint
Date:05/31/2023
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.
Returned a second computer to Amazon and they have lost the computer and are telling me I have to wait 30 days for them to investigate. I am closing the Amazon Account down ASAP due to their negligence locally. They are holding ****** of my money hostage. I got confirmation that our local *** carrier that picked up the return got the package back to the Warehouse in *********, ****. That should have been it right there. But no, nothing. And Every time I speak with one of their incompetent CSR's you get a different story every time. Now, Currently on my account it shows that the return has been reversed. You only have 90 days to return a device like this and the meter is running. They need to reimburse the money I am entitled to now. It has been almost 3 weeks. This is insane
Business Response
Date: 06/02/2023
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 of your Order ID ending **** and have looked into the matter in detail. The response we shared earlier was correct, as we are not able to issue a refund or make a billing adjustment on this issue.

We need the correct item to be returned and physically verified before a refund can be issued. It can take upto 60 days from when the carrier receives the item to be processed and refunded. In this case, the item has not yet been confirmed by our processing center.

I request you to allow till June 25, 2023 for the refund to be issued. If your refund is not issued by then, you can reach the carrier to check the status of the returned package.

We appreciate your patience.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 06/19/2023
This is not resolved. I got an update from Amazon that the refund would happen by 06/19/2023. They have now held my money for over a month for a confirmed return they received 4 weeks ago. I am beyond livid and crippled by this. Their handling of returns and then holding a consumers money hostage SHOULD be ILLEGAL

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