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: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 placed an order on Amazon ORDER # ***-5310997-0225054 for a tent and cost is $27.05. When I checked the order, it always says till today 5/31/2023 it is on the way, but will be little late. I waited for 5 months, and determined it is too long and asked for a return and refund, but the customer service *************************** said that it is more than 60 days I cannot get refund. I asked they misguided me to wait till now, and nobody told me that I shouldn't wait till 60 days, but the customer service **** and supervisor ******* both said I am the one who is responsible for the lost, even if my order is still showing "on the way" today.
Business Response
Date: 06/02/2023
Hello *****,

I'm Harasankar 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 and checked the order in question upon checking the order I see that the order was placed on Tuesday, January 10, 2023 and it was delivered within the estimated delivery date.

When an order is not received by customer, we expect communication from them in this matter immediately. Unfortunately we never received any communication from you end on this matter until recently.

Since the order was placed months ago we will not be able to take any action. Your patience and understanding is appreciated.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
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.
I purchased a water hose that was advertised as expanding to 100 ft but when I got it, it only expanded to 25ft. I am a caregiver who works 16 hours a day. Therefore, I was not able to drop the product off at *** as Amazon requested. So, I asked the seller for a label to have *** come to my home to return the product. Instead, I was sent a label for drop off. That was not acceptable. So, I filed an a-z guarantee complaint. Amazon Emailed me indicating that I would have to drop off the item and the shipping cost would be deducted from my refund because the seller did nothing wrong. I have attached proof that the seller knowingly, falsely advertised the hose as being 100 ft. In a message to me he said it was only 25ft ( see evidence). So, how can Amazon say the seller did nothing wrong and charge me for shipping and not send the label for pick up?
Business Response
Date: 06/03/2023
Hello,
We have communicated the details about the return to the customer on May ********* to email associated with customer's ********************** account.
Sincerely,
Amazon
Customer Answer
Date: 06/03/2023

Complaint: 20126777

I am rejecting this response because:
I have not received a label to have return picked up from my home as needed and I dont think its right to deduct shipping from my refund when the seller falsely advertised his product.
Sincerely,

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

A full refund for the claim amount was issued to the payment method used to place order 111-8206189-1151407.

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.
I have been a loyal customer of ********************** whether as a Prime member or as a regular member for over 14 years. 99% of the time I was happy and satisfied with Amazon and its help and services. Yet there are times when Amazon failed to fulfill its promise and customer service failed to help. On May 24, I placed an order # ***-7076898-2609068. Among the order, there were two chandeliers:1- APBEAM ***************************** Chandelier Raindrop Luxury Flush Mount Long Chandelier Light Fixtures for Stair Foyer Entryway for $399.99 plus 2- 8 Lights ********************* Modern Flush ******************************** Light Fixture Pendant Light Kitchen Chandelier Living Room Ceiling Light Dining Room Chandelier of CRYSTOP for $129.99 plus tax The problem was the first item was that it has equal quantity of *******s that fall down from the top of the ceiling. The chandelier came in several boxes, each box has approximability 40 ******* diamonds.Unfortunately, one box has 41 and the other one has 39 pieces. When installed, one side is bigger than the other. It did not look nice. photos are attached.The problem with the second item, which is 8 lights *******, was that two light houses are not working.So, when I turned on the lights, two are not working and looked obvious. When I contacted Amazon, they advised me to return the products and get replacements.The problem is that I have paid $1000 to install the ******************** Chandelier Raindrop and $250 for the 8 ******** Just to take them down, the guy who helped me install them wanted a couple hundred dollars to just take it down.Replacements or returns are not acceptable because it would cost me a lot.
Business Response
Date: 06/03/2023
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 your concern regarding the received items and have reviewed the original orders and the locations they were shipped from in detail. The information you received was correct, we will not be able to issue any refunds on this issue.

The items were shipped from different locations and we do not have any options to send out separate spare parts of components. You do have alternative options.

As advised you could return the items in original packaging for a refund as applicable, we will not be able to refund for the labor costs. You could also reach the manufacturer of the item to see if they can help you with the missing / damaged parts.

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 ****************
Customer Answer
Date: 06/06/2023

Complaint: 20126278

I am rejecting this response because:
I paid more then the item itself to install it. It is Amazon responsibility to check items before sending it. I called three times and asked to contact the seller for help but they refused to contact the seller or give me their contact info

Sincerely,

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

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.

While I see the concern, the response shared with you was correct. We will not be able to offer any additional refunds on the issue until the items are returned and confirmed in processing.

The items sold to you were described as in New - New condition, this describes Brand New, out-of-the-box items. We cannot offer any refunds for labor or incidental expenses.

Amazon is not able to check individual boxes for component parts prior to shipping, but you have options to reach the Seller/Manufacturer as we advised earlier.

We recommend you check if there are any items missing or if the box shows signs of tampering or opening on receipt. In these cases, you do have the option of refusing receipt or returning the item for a refund. Please note that in case the items are out of the return window, additional returns and restocking fees may apply.

As we have stated, the manufacturer/seller of the items is best placed to address your concerns. You can reach the seller by clicking on their name on the order details page. In this case, I share the links to the Sellers home pages.
*********************************************************************************************************************************************************
********************************************************************************************************************************************************

I would suggest you review the available options you have and choose the one that best applies to you. I do not have any other information at this time.

Regards,
Raman R.
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.
OPEN ISSUES (still waiting for help on these)- Subscribe and Save orders all ****** up (21MAY23)- 30MAY23, visited ***** learned that amazon changed the address, and that's why there was a problem.- All of my subscribe and save orders are delayed, late, missing, or something else, and I can't get any clear answers from amazon 'support'.- Tracking numbers - ********************** - ********************** - ********************** - ********************** - OPEN QUESTION:- What is Amazon doing to correct this issue on their end, in their system?- Amazon is reaching out to sellers 'on my behalf'. - 03MAR22 - Amazon is saying there's some issue when there isn't. - Amazon needs to stop doing that.- Reviews not allowed - 07FEB22 - Received an email invite to review the amazon store card - Received an error after logging in, cannot review.- Amazon needs to resolve this.- Since the amazon review system has been compromised and is no longer trustworthy, this isn't a priority.Link to this log for full details:***************************************************************
Business Response
Date: 06/13/2023
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 your order and have reviewed the issues you reported in detail. While we regret the inconvenience and have taken note of the feedback you shared, we cannot share information about our internal procedures.

Regarding the Order ending **** which was marked as returning to seller, this has been refunded Tuesday, June 13, 2023 to your gift card balance. We have issue a refund on the rest of the orders already. You should see the details on the order details page on your account.

Regarding the Sellers being contacted on your behalf, I share the link to the help pages for assistance. I hope this helps explain the safeguards and the information pertaining to sharing information to the extent of ensuring your transactions and orders are fulfilled.
************************************************************************************

Regarding the reviews, I see you have referred to the Amazon store card. The card is issued by *************** I am unable to determine who sent the review invite and would suggest you check the email carefully, usually a link is provided if you need more assistance.

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.

I hope this helps allay any apprehension with reference your account or information. We will not be able to share our investigation methods or findings with you.

Regards,
Raman R.
Amazon.com ****************
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.
AMAZON KEEP TRYING TO GET MONEY OUT OF MY BANK ACCOUNT.TRYING TO GET $13.99 FROM MY DEBIT CARD.I DID NOT ORDER ANYTHING FROM THEM THAT I DID NOT PAY FOR. SPOKE TO AMAZON A LEAST FIVE TIMES. THEY WANT $13.99 FOR A SUBSCIPTION THAT I DID NOT APPROVE. THEY SAY THAT THEY WILL, CANCEL, BUT NEXT MONTH THEY TRYING TO GET THE $13.99 AGAIN & AGAIN & AGAIN. TRIED TALKING TO THEM, THEY SAY THAT THE PROBLEM HAS BEEN CORRECTED. NOT, NO MATTER WHAT I SAY THEY STILL TRYING TO GET THE$13.99 OUT OF MY ACCOUNT. IT HAPPENS SO MUCH THAT I HAD GET NEW DEBIT CARD WITH DIFFERENT NUMBERS ON IT TO KEEP THEM FROM TAKING MY MONEY IF THEY ARE DOING THIS TO ME, HOW MANY OTHER PEOPLE ARE THEY DOING IT TO??????. MAYBE YOU CAN GET THEY TO STOP TRYING TO TAKE MY MONEY. THEY SHOULD BE CRIMINALLY CHARGED. ANY QUESTION YOU HAVE MY **************************** e-mail
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 am sorry to hear of the unidentified charges and have tried to use the information you have shared to locate them. I am afraid, they could not be located using the phone number you have shared.

In this case, I would recommend you dispute the charges with your bank and also check if the card was shared with anyone else on a different Amazon account. At times, cards saved in the past on related accounts may be inadvertently set as default payment methods while making changes.

In case you still run into issues, I recommend you reach **************** over chat or call. We would need the detailed 9-character alphanumeric charge ID you would find on the card statement.

In these cases, we would still have limitations and reaching your bank would still be a better option. Legal and privacy concerns limit the information we can release and to whom it can be released.

Regards,
Raman R.
Amazon.com ****************
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.
Hello I'm writing you this because I have been trying to get my money back from Amazon for some time now and well they just keep passing me to the manufacturer and I call them and can't get any response from them email them no response and this is not the way to do business I'm returning the generator cause it will not stay running I have the generator still and it's in perfect condition besides it not running Amazon says it is not returnable because I have put gas in it they don't return them well it's kind of funny cause they tried to sell me a used one first so obviously there's problems with this and I bought it new so I could return it I put in a return 2 weeks after purchase cause 30 day no hassle return policy well that's not true either so please help me with this and 8 have 2 more problems with company's and I'm going to fill out two more of these I'm about to be homeless and I don't get money till the 14th from college I'm a student and I'm broke I can't even eat
Business Response
Date: 06/22/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 6/22 confirming account reinstatement.

Sincerely,

Amazon.com
Customer Answer
Date: 06/28/2023

Complaint: 20125954

I am rejecting this response because:

Sincerely,

***************
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 was signed up for a ***** membership in January 2022, but I was never notified. *****, from Amazon said I am still responsible for the remaining $147.58 as the membership was non refundable. She agreed to refund me for only 3 months, and cancelled the membership. But, she said they cannot regenerate nor see any proof of emails that I ever was notified or signed up for the ***** membership in the past two years. The first and only email I ever received regarding a ***** membership was today, May 30th of it being cancelled. I find it very hard to believe that Amazon cannot see proof of emails when they email you for every order, tracking, customer service call, log-in issues, etc. And Im shocked that they are charging me for a free trial membership that I didnt even know existed. And, we have a family account with ********************** where my husband is charged for most transactions (for example, our Amazon Prime). However, the card that was used for this membership was a debit card that I have used on Amazon ONE time this entire year.
Business Response
Date: 06/03/2023
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 am sorry to hear of your concern about your subscriptions and the unexpected charges. I am afraid, the information you received was correct as digital orders are delivered almost instantaneously and once used, cannot be returned or refunded.

I see the maximum available refund has been issued and the subscription cancelled, you will not see any charges going forward. We strongly recommend you periodically charges on your account to avoid any misunderstanding of unexpected charges.

To view and manage digital subscriptions you've purchased with Amazon, go to Your Digital Subscriptions in Your Account: **************************************************************

Select "Manage Subscription" to see full details for a subscription, including billing information, auto-renew settings, and a cancellation option:
--Select "Change" next to your payment method to change the billing information for your subscription. You can switch to any credit card saved to your Amazon account.
--Use the "Auto-Renew On/Off" option to stop the recurring charge for your subscription or free trial before the renewal date.
--Select "Cancel Subscription" to cancel the subscription.

For more information, go to: ******************************************************************************

I hope this helps.

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

Complaint: 20125905

I am rejecting this response because I never agreed to the contract, and I should not be responsible for keeping track of subscription charges and fees that I never legally agreed to nor approved by signature.
As I mentioned in my initial submission, this is not an account I would have ever approved to use even if I had known about such a membership because it is purposely withdrawn to $0 each month which explains why my bank was randomly charging me overdraft fees.
The only subscriptions that ever appeared under my Amazon Prime Video account reflected my recent purchases as La Brea and Real Housewives of Potomac in 2021.
Unless Amazon can prove that I was made aware of any such subscription with Starz as I requested when on the phone (be that an 1) email proof that I signed the contract after a free trial, 2) email showing that I specified this particular card attached to the ***** membership, or 3) even agreed to the free trial itself), there is absolutely NO reason why I should be financially responsible for something that mysteriously has no paper trail or email correspondence of the illegitimate transactions.
Sincerely,

*************************
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.
When my account was restored from restricted access on June 5, 2022, I intended to place my Store on vacation mode while I finished restructuring my business and prepared to implement my approved Plan of Action. Unfortunately, before I realized that my Store was live again, Id already received twenty-two (22) new orders; at the time, I did not have any products on-hand to fulfill those orders, and I had already decided to cease relying on my former suppliers (e.g., ********* I quickly placed my Store on hold so as to prevent any additional orders/purchases, and then set out to contact these customers directly and inform them of my inability to fulfill their orders. I sent messages to each of the customers who had placed orders with my Store during this short window, explaining that I did not have sufficient inventory and encouraging them to cancel their orders. I apologized to each customer and assured them that they would receive a full refund. However, I had no other immediate option. It was almost impossible to have available inventory From one day to the next day. My first action was to place my Store on vacation mode so as to minimize the number of orders I might receive during the period in which I wasnt equipped to fulfill them.I consider this fact very unfair to my behavior as a seller. Please reactivate my account soonest.
Business Response
Date: 06/02/2023
Hello,
We have decided to not reinstate this account, as the seller does not meet our policy requirements for reinstatement.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 06/05/2023

Complaint: 20125839

I am rejecting this response because: It is totally unfair, because I did not have the market place of my store active at that time, they are making a ***** evaluation of my case. I already proved that my store was not active for more than 1 day and then they deactivated it. Please HIGH PRIORITY!

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.
I purchased a gold chain from Amazon BEFORE my debit card was used fraudulently. I want to return the chain but Amazon ****** I cannot because my account was involved in fraudulent aactivity (under investigation). I have contacted the third party vendor ( ********) who states I must return the chain to them VIA Amazon. Amazon has the worst customer service! NO ONE can tell me how to return the chain!!Please!! Help, Amazon!order # ***-2820580-2187468
Business Response
Date: 06/10/2023
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 and checked with the concerned department in this matter.

After reviewing, they've reinstated the order in your account.

I've checked the order, it is a seller fulfilled order, In case if you want to return the order then we request you to reach out the seller for a return label and return instructions.

Also please let us know if you have any other order where you've experienced similar issue.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:05/31/2023
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.
I placed an order on the 27th of May for a product that was supposed to arrive on the 30th. It never showed up and so I ask them to cancel the order cuz it hasn't even shipped yet and they say we cannot cancel it but won't give me an explanation as to why... All they do is tell me to wait lol. No other explanation has been given. I want my order cancelled. I spoke to a person name ****** from Amazon and I don't think they understood what I was asking or wanting. This happens constantly and it is pretty frustrating as well
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 you have raised with your delivery and have looked into the issue. We regret any misunderstanding during the conversations.

While you reached ***************** we have requested you to allow some more time to investigate the matter and well as to check if the package could be expedited or delivered.

I have requested a full refund in this matter to your original payment method. You should see it in 3-5 business days of issue.

We appreciate your patience and understanding while we strive toward resolving your concerns.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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