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

59,354 total complaints in the last 3 years.
21,616 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:05/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a portable monitor on Amazon.com on Sep 28, ********************* is *******************, but I never receive it and this item is shown as shipped status for 8 months. Im surprised that the Amazon didnt refund me on this order. Fortunately, I found this issue by myself when I was checking my credit cards last year statements two weeks ago. I have contacted the Amazon three times starting from last week, and in the second contact (May 11), the associate said that the Amazon will get back to me and provide me a solution within 24 hours. However, until now, I still havent heard back from the Amazon. It totally makes no sense that Amazon didnt refund me for an item I never receive and didnt take any action/notification regarding a never delivered item.So Im filing this complaint to ask for refund from Amazon for this order (substotal is ******) and also to complaint about the bad customer experience of *********************** customer service (they didnt provide me a solution after two contacts).
Business Response
Date: 05/17/2023
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'm sorry to know that you haven't received the item from the order #***-8264825-0910669 though this is scanned as delivered.

I've reviewed the details of the order and see that the order was delivered as scheduled on September 29, 2022.

Further, for any order related issue(s), you will need to contact our customer support before the return window on the order. As the order is now outside the refundable window, we won't be able to refund the order.

Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier."

See ************************************************************************************ for more information.

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/18/2023

Complaint: 20062906

I am rejecting this response because:
Hi ******,

In your response, you declared that "I've reviewed the details of the order and see that the order was delivered as scheduled on September 29, 2022.". Just one simple question, why the order is still shown as "Shipped" status on the order detail page rather than "Delievered"? Could you provide any other proof that the item has been delivered? For example, I believe, there always be a photo being taken when an item is delivered.

In addition, I also attached a screenshot (see attachement) of my conversation with Amazon Associate regarding this order, the associate said that "the last email we sent you was for the delay in delivery and after that there was no tracking update". How would be possible that the Amazon sent me an email saying there is delay in delivery and your system shows "the order was delivered as scheduled on September 29, 2022" for an order I placed on Sep 28, 2022 ?!

I totally understand that there might be some system error, but that's your internal affairs, and you company should take the cost not me.

In addition, could you show me the screenshot of the order details that you reviewed?

Sincerely,

*******************
Business Response
Date: 05/19/2023
Hello *****,

Thank you for your response!

In continuation with our correspondence, due to the age of the order, the tracking details were no longer available to track the order.

Further, we won't be able to share the details of our investigation or share any screen shots of our internal resources. If any of your orders won't be delivered or show up after the delivery date provided on our website, you will need to contact our customer support to get the details reviewed and escalated or to get the item refunded or replaced after review.

As the order is now outside the refundable window, we won't be able to refund the order. I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.
Regards,

****** K
Amazon.com
Initial Complaint
Date:05/15/2023
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 had two orders made from a ******************** ist one on March 9, 2023 and May 12, ********************************************************************************************************************** a locker. Amazon sent the pickup instructions for the items to the sender instead of to me the gift recipient. I spent close to two hours with Amazon **************** and they did not have the ability to resolve this. I am looking for Amazon to improve their process, acknowledge this mishap AND send me all the items I did not receive as compensation for this inconvenience. I run a volunteer loss and bereavement group that supports parents who have experienced pregnancy and/or infant loss. Losing out on close to $400 worth of items is a big loss for me.
Business Response
Date: 05/18/2023
Hello *******,

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

I'm sorry for the inconvenience caused with the delivery issues you had from the orders placed from your Wish List.

I've reviewed the details of the orders and see that the orders were returned back to ** and a full refund(s) were processed back to the purchaser's payment method.

Further, to help you with this, I have looped in our logistics team so that they can look into this. As soon as our team revert, I will write back to you with complete details.

Also, you may try updating your shipping address in the Wish List. You can know more about managing your shipping address for a wish list from our help page link here:

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

Thank you as you stay patient while we review the details.
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:05/15/2023
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.
The charging port on my sons HD Fire 10 was not working. It was under warranty so I asked Amazon if I could send it in to get repaired. They told me to send it in and I'd receive it back in about a week if they can replace it. If not, i'd get a new one. I sent it in with the return label they gave to me. I don't know what day i sent it. A couple of weeks went by and I still hadn't received the device. I reached out to Amazon customer service through the chat feature. They told me that they didn't have a replacement tablet at the warehouse so they told me to buy a new one and I would be refunded for the new one when I receive it. I reached out to Amazon via phone when I received it and was told I would get a refund. Didn't get one. I called today 5/15/23 to inquire and was told that there was never a refund promised to me and they can't see any proof of a promise, shipping label for the product, etc. I had to talk to four different agents. However I have all of the proof as you can see. I don't know why they're giving me the run around and I would like my refund. I have BOTH devices registered on my account.
Business Response
Date: 05/23/2023
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 with the concerned department in this matter.

After reviewing they've informed us the device was returned four months after the warranty Service Request was created, there was no longer an active Warranty ************************ *** has confirmed that the package was delivered. So to make this correct for you and as a one time exception we have issued $139.99 Amazon Gift Card to your amazon account.

The current gift card balance on your account is $139.99. You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

I hope our efforts to correct the situation are to your satisfaction. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Initial Complaint
Date:05/15/2023
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.
On May 11 I for one month subscription, may 15 I paid ****** dollars for one year with Amazon's recommended save scam. They processed both and have made my account expire on May *******. They are not providing me the extra month I have already paid for and will not issue a refund.
Business Response
Date: 05/17/2023
Hello ******,

I am Srujan 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 understand that you have subscribed to our Monthly Prime membership on May 11, 2023 and later upgraded the plan to Annual on May 15, 2023 and you haven't been refunded for the monthly charge. I'm sorry for any inconvenience caused with this.

I've reviewed the details of your account and can confirm that the monthly charge of $11.29 CAD was successfully refunded back to your payment method when you upgraded the plan to Annual Prime.

The refund was initiated as soon as you changed the plan on May 15, 2023. Usually, the refunds will be credited back within 3-5 business days. Hence, I request you to please wait until May 22, 2023 to see the refund credited to your card.

You can view the status of your refund in Your Account here: ****************************************************************************************

I hope this helps. Have a great rest of the day.
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:05/15/2023
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 three laptop in the same shipment that never delivered. The carrier returned them back to Amazon. I only received one refund instead of three and didnt realize till recently. The one listed as return completed was refunded. The listed as return received and will be refunded in 2-3 days. The last one listed as return started. I contacted Amazon and Amazon said tracking too old and couldnt verify, so I asked to refund the one that stated will be refunded in 2-3 days. Next thing I know, while chatting with the customer service, they altered my order record! They altered the record to one return completed and two return started. But luckily I have screenshots before they altered it. I can not believe Amazon doing this so they dont need to refund me. I attached the screenshot before and after the alternative. Anyway, they were never delivered and went back to Amazon by the carrier, I just want my money back
Business Response
Date: 05/18/2023
Hello Xiaoyang,

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 understand that you havent received your refund from order #***-9333703-6478628. I'm sorry for any inconvenience caused with this.

Based on the age of the order, reliable tracking information is no longer available through the carrier. Because of this, we won't be able to provide a refund for this order.

Further, since this is an order placed in 2022, this was way outside the refundable window and the option to refund the item isn't available even as an exception.

I suggest you to contact ** within the return window for any order related issues so that we will be able to help you with the return / replacement / refund process on your future orders.

Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:05/15/2023
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.
Amazon delivery partners in the Lexington ******** are a joke and I continue to receive horrible delivery service. Most of the time, either my packages arrive late or get lost and don't arrive at all. Management for Amazon delivery in the ********* ******** needs to be fixed since they treat their customers horribly and don't care. I have called Amazon customer service several times to complain, yet my complaints are being ignored and spoke with several agents already. On February 19th, 2022, my phone case got lost and was forced to reorder it again to have it delivered. Didn't receive it until February 26th, had to start a new order and had to call customer service several times for refund in order to receive the refund which I received the refund again. Tracking info never updated for the first order. This again happened again months later. On May 13th, 2022, I had an more urgent delivery that is not sold anywhere in any brick and mortar stores, a replacement glass mirror for my ***** HRV vehicle due to a busted mirror. Same thing happened again, tracking info didn't update, I updated the order to a Amazon Hub Locker at the Whole Foods store down the street, hoping I would receive my package sooner, but that didn't help. I called customer service again to complain and ask for a manager. Either Amazon delivery partners decided to understaff and not have as many drivers for a major city over ******* population so that it can lead to very poor customer service and more packages being lost or late, or management on the delivery side is bad and awful. My anxiety levels has gone through the roof since Amazon failed me again and has let me down again, plus this is making me not want to do business with Amazon ever again. Amazon don't care about their customers, especially if you live in the ********* ******** area.
Business Response
Date: 05/24/2023
Hello *****,

I am Srujan 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.

To help you with this, I've worked with our internal partner team on your request. Please note that we are not able to take additional actions, including overriding their decisions for next steps. Ive pasted their response below for your convenience:

Thank you for contacting us about your ongoing delivery issues. We take this type of feedback seriously, which is why I've further escalated this matter.

In order to address your concerns, We've contacted our *********************** team for assistance. We're unable to specify how long it will take for our investigation to be complete, although we're working towards a resolution and will continue to do so until your concerns are resolved. During our investigation, it would be helpful if you'd notify us of similar issues.

If you have concerns about this issue or with deliveries made by Amazon branded carriers, please reply to this email with the best number and time to call you.

Thank you again for letting us know about this issue. We look forward to delivering news of a long-term resolution soon.

I hope this helps. Have a great rest of the day!

Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/25/2023

Complaint: 20062113

I am rejecting this response because:

Unable to specify how long it will take for our investigation to be complete. No excepted time frame and I am very concerned that this will happen again in the future months from now. Amazon don't care about their customers anymore when a customer needs helps. They closed their call centers in *******, so when I try to get a *** based agent if I am dealing with poor customer service, they are telling me that they are no longer allowed to transfer me. Is Amazon no longer offering *** based customer service and is going offshore, handling 100% customer complaints outside of ******? Plus, if they are having a hiring freeze on delivery drivers, it is certainly leading to more lost packages and failed delivery times. Amazon seems to be unable to disclose how many drivers they currently have in the *********, ** area, maybe for security purposes, but they are unable to flag any delivery partners preventing me from coming to my address if they had failed to deliver or return back to the delivery warehouse due to end of shift or something along that line.

Sincerely,

***********************
Initial Complaint
Date:05/15/2023
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 have been dealing with this for over 2 weeks and both companies have been putting it off I have been told by the seller they will not help me and Amazon all they say is wait ***** hrs and so on and so on
Customer Answer
Date: 05/15/2023
Item is a softball bat which was order thru amazon but protech was the supplier, I was told I had to deal with protech per Amazon! Ok one of there members asked me to send the bat to them , which I did ! Then I get a email saying I was dumb to send it to them but the maker ! So I asked them to return it to me ! They shipped it back but in the box there was only half of a bat ! So now I cant do anything
Business Response
Date: 05/19/2023
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'm sorry for the inconvenience caused with the order #***-6598027-2570614, placed with Protech Products ***** a seller on our website and for the assistance provided by our support team.

I've reviewed the details of the order and see that the order was completely refunded through our A-to-Z Guarantee Refund request on May 17, 2023 back to your payment method.

Usually, refunds processed to Debit Cards will be credited back within ******************************************************************************* 3-5 business days.

Hence, I request you please wait on this to see the refund credited back to your account as per the above mentioned time lines.

You can view the status of your refund in Your Account here: ***********************************************************************************

I hope you find this information helpful. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/22/2023

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:05/15/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an order on april 19, 2023. my debit card was stolen shortly after I made the order, I later decided to rerturn one of the items a phone case for $10.68, amazon sent an email saying they can't refund the order. I put my new card on there why couldn't they just put the refund there? its the same acct and routing number, just the card number is different.113-1433870-4217069
Business Response
Date: 05/18/2023
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 inconvenience this has caused.

Unfortunately the bank rejected the refund. We are not sure the reason for cancellation.

In this case, I can issue a gift card to the account for the order amount so that you can use it for future orders.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/19/2023

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:05/15/2023
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.
Same issues as my firm has represented civil actions time and time again against this business. This issue relates to my most recent personal experience with this business. This issue involves me personally and HAS NOT yet been filed as a legal action. At this point, prior to any filing suit, I am exercising my right to file this, my formal complaint against Amazon for the torts of 1) breach of contract and 2) fraudulent and deceptive business practices. This complaint stems from my original order # ***-8318508-7081060 made 27 March 2023 for a Transformer toy for my autistic son. After the delay in receiving the item, it arrived broken and a replacement order was made. The damaged item was returned to *** and documentation of that return is in my possession as well as documentation to support my allegation that a replacement had been ordered. Thus, the reason they did not refund my form of purchase upon the return of the damaged item way back in early April. The replacement was due today and Amazon just erased the entire replacement order from my account, vanished. I had previously been advised to contact Amazon's legal department prior to filing any additional lawsuits against this company so they could address the issue to attempt to avoid entering litigation again. I was advised that nobody had the ability to even get me to a U.S. Agent to do such. After 2.5 hours of attempting to resolve this issue with Amazon customer service. I was told that my refund had been overlooked and would be issued immediately and that the replacement order had been cancelled and no further info was available. I was told I would have to reorder the item which is now twice the price when we entered into a contract for the purchase of this item. Amazon had a contractual duty to deliver goods at the price agreed to by contract and are conducting themselves in a fraudulent and deceptive business practice and in breach of contract for which I may take legal action
Business Response
Date: 05/18/2023
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've issued a full refund of $37.24 to your card. You will see the refund in 5 business days.

While I understand you are disappointed, unfortunately I didn't have an option to send another one to you. I've forwarded the feedback to the leadership team and let them know about the trouble you had with the order. They will work with appropriate stakeholders to avoid these issues in future.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:05/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a bed frame from Amazon, I checked out within the time frame to have a guaranteed delivery by the following Friday. I got no notification or update from Amazon, and found out that my package was running late and wouldnt be there until that following Monday. This made the order basically five day shipping instead of the two day shipping advertised. I had already planned to have someone come to help me assemble it on the Friday it was supposed to be here. When I chatted with Amazon customer service to find out what happened, I was told they needed to ship this from a different warehouse and it was out of stock near me and thats what caused the delay. I wasnt give the option to cancel or approve this change at all. I was told by the *** that once the item was delivered, they would refund me the full amount of the bed frame due to their mess up. Once the bed frame was out for delivery, I was then informed I had to be home to give the driver a pass code. So I had to leave work to be able to be there for the delivery, which again I was never informed of this being the case. Once I received the item, I reached back out and was told since I received the item they wouldnt not offer a refund, even though thats what I was promised in writing.
Business Response
Date: 05/18/2023
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 issue you had with the order.

I've checked and see that the item was returned after the return time and hence it wasn't refunded in full. Any item returned after the return time, a restocking fee is deducted from the refund.

Unfortunately we do not have any option to refund the fee. I hope this information helps in future.

We look forward to see you soon

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/18/2023

Complaint: 20061663

I am rejecting this response because:
as I responded to your email this morning,
Good morning,

As I stated in my complaint it is the *** FRAME not the dresser I returned.
Sincerely,

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

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