Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,767 total complaints in the last 3 years.
21,444 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:05/10/2023
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 at item and they received it on May 3. Spoke with a representative who sent me an email confirming I will receive my refund by May 10.I call and they continue to tell me Im confused and dont understand the refund process and tell me itll be refunded by May 16 and she hangs up on me and tells me Im refusing to listen to her, when she keeps loudly talking over me telling me Im confused.I call back and speak with management and she proceeds to tell me itll be refunded May 15.I keep telling them Im supposed to get it back with it **** days and none of these days align.Mind you, this is the 3rd time Amazon has done this to me. One time they didnt even give me my money back and I had to file a report with my credit card.So is this their new scam? Withholding customers money and calling them confused on their own terms!?
Business Response
Date: 05/12/2023
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 any misunderstanding about the refund of the order.

As our customer service department mentioned, it will usually take upto 14 days for the returns center to receive the item and process it. Unfortunately we are unable to take any further action until May 16, 2023.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
*****************************
Customer Answer
Date: 05/12/2023

Complaint: 20042666

I am rejecting this response because:
I think anyone that is promised a specific date to get a refund, will hold that company responsible. So once again, you have your item back, I was promised a specific date of refund. I will not receive another answer as a response, unless its my money back.
You have your item and MY money.
I will escalate this.

Sincerely,

*****************************
Initial Complaint
Date:05/10/2023
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.
We have experienced a lack of deliveries on our account ever since an ********************** driver had a confrontation with my neighbor. This neighbor took it upon himself to advise the driver too not tear up our tree lawn. The tree lawn had been run over and damaged numerous time by an Amazon driver. We have noted that when deliveries are expected the Amazon truck and driver were seen in our driveway or across from our driveway and no delivery was made. Messages to the Amazon account indicated that delivery was attempted but could not be made. I have reported each lack of delivery to Amazon ( approximately 6-8 times now) Also, note the neighbor called the local police department who filed a report and stopped the driver for running over the tree lawn. The report was sent into Amazon but we have not taken any claim action. The driver was told at the time of the incident to not make the delivery per report from our neighbor. All I wish to have happen is that our deliveries me made on time as expected per our Amazon Prime Account " fast delivery" services.
Business Response
Date: 05/12/2023
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 checked and see that you have written from an account which doesn't have any orders in it. I would request you to please contact ** using your account email address and order number so that I can help you further.

For security reasons, we always ask our customers to contact ** using the account email address only.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
*****************************
Customer Answer
Date: 05/17/2023
I am afraid the business is inaccurate. The email address on the account is ********************** I located several of the ordered items on this account and did contact Amazon. Also, there is not just one item. This complaint refers to a series of lack of deliveries on the account of the driver stating the items were undeliverable when we saw the driver in our driveway or across the street from our residence and did not deliver the items. The driver stated that there was not either a secure location or other reasons for lack of delivery. Please note, my instructions were not followed on these deliveries of which is to enter a number provided to them on the garage lock keypad and hit the enter button and to leave the items inside the garage.
Business Response
Date: 05/21/2023
Hello ****,

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 checked and see that you have checked with the customer service department and they have provided special instructions to the carrier and they were able to deliver the package successfully.

I am sure this issue will not be repeated in future.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 05/23/2023

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:05/10/2023
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 had purchased an item for my son, but the item was defective, and shocked my son while installing it. I started to return with amazon.com they said they will take the return and provided me with the ** code to drop it at the *** location/ I went to 5 different *** locations in my town they all told me I have to go to the *** store, not the drop-off location which is 30 miles away. I contacted Amazon again and explain the whole situation but they kept telling me that I have to drop it off at the *** store which is about 30 miles away or they won't refund me. I am 78 with a disability I don't drive on the highway I explained everything and they won't print a shipping label for me to return my item. I would really appreciate it if BBB can help me with this return.
Customer Answer
Date: 05/12/2023
Hello, I'm contacting you regarding my complaint ********. Amazon.com solved my issue. I don't want to further proceed with this complaint. Thank You ~*********

Business Response
Date: 05/12/2023
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.

Its sad to hear that you had to go through the trouble of visiting multiple *** centers to drop the item off.

I've made an exception to the policies and issued a full refund for the order in the amount of $48.90 which you paid for the order. The other cost was covered by promotional coupon. You will see the refund in your original payment method in 5 business day.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
*****************************
Initial Complaint
Date:05/10/2023
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 a Hitch on Amazon that is supposed to be compatible with my car ****** CRV) on 2023-04-17 for ****** CAD. A compatible hitch means that it can be installed on the car without any modification or damage to the car's body. However, this hitch can only be installed if the car bumper is cut open. The seller on Amazon is commited to issue a full refund for at-fault returns, but they don't accept that they're at fault and they charge me a 20% restocking fee. I contacted Amazon customer service and asked them what options do I have if the seller doesn't comply with the return rules, but they answered I have no options but only to comply with what the Seller wants. This is not acceptable. I need a full refund for this return, and I want to be paid back for the shipping cost.Order number on Amazon: ORDER # ***-8735309-1259428
Business Response
Date: 05/12/2023
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 for the order. You will see the refund in 5 business days.

You may want to keep the item if you are unable to return the item.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
*****************************
Customer Answer
Date: 05/12/2023

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:05/10/2023
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.
This complaint is in regard to an Amazon.com issue where I chose to chat with an agent through the Amazon website on an order that shows the item can be returned or replaced. April 27, 2023 ORDER # ***-9620781-1364253I. chose return and replace and had hoped that I could replace the item that was the wrong style of cat food. I needed and intended to order the Friskies Seafood/Chicken **** as far as wet food my cats will only eat **** style and instead I received Seafood flavors but the meat is flaked and filets. I have opened 8 out of 40 and did not realize my cat will not eat anything but **** style. I chose the replace option and thought I'd be provided a label to return the items and receive the correct **** style as there were two options one for the Filets/Flaked and one of 40 cans for all **** and I mentioned in my chat that I didn't know if I made the error or the item was shipped in error or substituted then, I received a response that the item could not be returned the the option was offered so, I made the mistake of attempting to chat. I addressed the issue as you are requested when using chat prior to an agent coming on. The agent entered and I guess instead of reading the issue I was asked the issue again which was fine so I copied and pasted what I had written and then the first attack, "why do you keep repeating yourself", asked the agent. Really. I stated because you asked me the question. I told the agent if they were unable to assist me I could contact Executive Customer Relations. The agent stated, 'go ahead '. Due to physical limitations I buy everything online. Food, clothes, medications, medical appointments and so on as I no longer drive. I am not a high dollar Amazon customer and in the last incident I was using a gift card sent to me and my CITI Bank card on file at Amazon. I asked about return and replace and never mentioned refund. CSRs get so belligerent they cannot comprehend what is being said or just cannot. Thank you.
Business Response
Date: 05/16/2023
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'm so sorry about your experience. This is not a returnable item, so we can't take a return then issue you a refund.

If you had ordered the **** variety pack, and we sent you Purina Friskies Wet Cat Food **** Variety Pack Seafood and Chicken **** Favorites - (40) 5.5 oz. Cans, then we could issue you a replacement, as we wouldn't have sent what you ordered.

However, you didn't order the **** variety pack, and we sent you what you ordered, so no replacement is possible.

For this reason we will not be able to issue a refund, or a replacement for this item.

For you to get the **** variety, you would need to place a new order for correct item.

Here is the link to that item on our website, if you choose to purchase on Amazon:
**************************************************************************************************************************************************************************************************************************

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

Regards,
*****
***********************************
Customer Answer
Date: 05/17/2023

Complaint: 20041682

I am rejecting this response because someone in North ******* at Amazon in the Executive Offices and personnel need to be addressing these issues of rogue online Chat Reps when you are attacked and treated so poorly by those that seem to know they can be hateful and nasty to a customer and not be held accountable. The item is not the main issue and even those responding are unable to address the matter of 'some' online and phone representatives being belligerent to customers and getting away with it.
Sincerely,

*********************
Business Response
Date: 05/22/2023
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.

Thank you for sharing details.
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.

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

Regards,
*****
***********************************
Customer Answer
Date: 05/22/2023

Complaint: 20041682

I am rejecting this response because: I have already had numerous animated responses from Amazon and they do not get to Executives as they normally and I question who is getting this. There is no point BBB and I appreciate you. Please close the file as I will no longer address this issue with them.

Sincerely,

*********************
Initial Complaint
Date:05/10/2023
Type:Billing 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 had Purchased Cell phone cases the address they were shipped to was not an address i had on my account One of the two came in the other one was never received. I reordered them. and started a dispute, and went of working on closing my account In clouding ********************** free trail after it was cancelled they took ***** out of my checking account unauthorized and I just finally received a email saying my account was closed and I would not get a refund (theft ) closed my Prime account days before IT was do a payment amazon took My money 4 days early and It was not showing on my account of course my ********************** account was already closed
Business Response
Date: 05/12/2023
Hello,

I'm Pratap 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.

Im sorry to know that your Prime account is closed.

I'd love to help, however, I wasn't able to find the account using the e-mail address on your message.

If you know the e-mail address your account is under, write from that e-mail address, so that I will take necessary actions.

We look forward to hearing from you!

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

Regards,
Pratap
Customer Answer
Date: 05/12/2023
Amazon is getting away with theft.
Customer Answer
Date: 06/08/2023
ALL MY EMAIL ADDRESSESS ARE ****************** closed. RJUSTICE12 @OUTLOOK.COM. ************************* AND ************************ AND NONE OF THEM GET ME INTO AMAZON. COM. SO THAT IS PROOF i DON'T HAVE AN ACCOUNT WITH THEM BUT THIS MORNING THEY DID THIS

POS ******* **** Check Card **** - Amazon Prime Amzn.com/billWAUS POS

THEY CLAIM TO YOU THEY HAVE KNOW RECORED AND THE TRUE RECORD IS MY BANK ACCOUNT THAT THEY TOOK THE **** FROM BUT YOU CLAIM BECAUSE THEY HAVE NO RECORD OF THIS THEY HAVE NOT DONE ANYTHING WRONG,

Business Response
Date: 06/22/2023
Hello,

I'm Pratap 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.

Im sorry to know that your Prime account is closed.

Once your account is closed, it is no longer accessible by you or anyone else; you won't be able to access your order history or print a proof of purchase or an invoice. This also affects related customer accounts, features, and ******************** that are linked to your email address and password across any Amazon sites globally.

While I tried researching the issue on the account linked to the email address that you have shared, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the the charge id pertaining to the issue for research. Charge ID is a ******* alpha numeric number on your bank statement, which is linked to the charge for your order, or subscription.

We look forward to hearing from you!

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

Regards,
Pratap
Customer Answer
Date: 06/22/2023

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:05/10/2023
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.
Amazon keeps charging my card and I'm not authorizing them to. I keep calling them and no one can tell me anything I just want the money they keep taking off my card.
Business Response
Date: 05/15/2023
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'm sorry to hear about the charges on your Amazon account.
Upon reviewing, I can see that you have been charged for Amazon Prime Membership, Bet+, Starz and Amazon Music subscriptions.

However, I can confirm that the subscriptions have been cancelled and refunded the amount charged.

You can review your transactions in your Amazon account here
************************************************************

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

Regards,
*****
***********************************
Initial Complaint
Date:05/10/2023
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.
I have tried emailing Amazons customer service support to get an explanation of why my account was banned from leaving any product review contacted them 12/28/21 , 1/4/22 and 2/11/23 via email also spoke with two representatives on the phone both stating they dont see a restriction on my account but I have sent screen shots and they stated they escalated the problem to a supervisor but I never heard back. I would like an explanation on why my account has been blocked from leaving reviews when *** never left one in the first place.
Business Response
Date: 05/23/2023
Hello,
Thank you for contacting us about your reviews. We apologize for any inconvenience this may have caused. After reviewing the account once again, we have restored this account's ability to contribute reviews, comments, customer questions and answers, and other content.
Amazon Review Moderation team
Initial Complaint
Date:05/10/2023
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.
Order number 111-9042347-8771415 Ordered Feb 21 2023 paid $714.89 The air conditioner that I got wouldn't work at all. Brand new out of the box I returned to Amazon March 13th due to me having to close the account of the original payment they wasn't able to give me a replacement, a gift card, or put the money on a different account. So they told me that they was going to send me a check in the full amount within 2 to 4 weeks. I have talked to Chat several times and have called a couple only to be told that a specialist is going to call me and that is never happened. As of yesterday someone told me the check still hadn't been sent out It's been almost a month since they accepted my return. I just wanted a replacement unit but they wouldn't allow that . Meanwhile we are suffering here in the heat. I want my money so I can buy another Air conditioner or a replacement of the one I had returned . Or a gift card. Something! A month is entirely too long for this process.
Business Response
Date: 07/11/2023
Hello *****,

I'm ***** from Amazon.com.

We are in process of issuing refund in form of check.

Refund via check would take minimum of 4-6 weeks.

We shall provide you all the updates about the progress.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:05/10/2023
Type:Customer Service 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 encountered a problem that Amazon cannot verify invoices from my suppliers. For what reason I don't know, they won't tell me. I have bought from 3 different suppliers, one of them is quite famous (Sephora.com). But even from them Amazon can't verify invoices. The other two are ** wholesale suppliers. I bought a batch of cosmetics from them. I want to note that the ratings of my products were high, but Amazon still decided to check the source of the purchase. And now my account is blocked and amazon can't verify my invoices. I have already sent them several appeals, but to no avail. I am asking you to mediate in this case as I care a lot about my account and I have always done my best to provide the highest level of service and quality goods to customers.
Business Response
Date: 05/15/2023
Hello,
We have reviewed the sellers account and we are unable to reinstate their selling privileges. We are unable to provide information on our investigation methods.
Sincerely,
Amazon.com

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