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

59,514 total complaints in the last 3 years.
21,506 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:04/26/2023
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 4/23/23 i ordered a matress cover and sheet set. Order nbr 111-4720699-4701048 totaling ***** it was to deliver 4/24/23. On 4/24 there was a POD and a picture but NO package. I reached out and spoke with 2 different supervisors who advisers me via chat that i would get a refund but i had to wait until 4/25 after 5pm pst to contact them back and for it to be out through. So 4/25 i reached out to be told that they will send the request to a different sept and then i would get an email which i did that said they would NOT refund me. I want my refund in full to my original form of payment a) due to me not getting my items and b) because 2 different supervisors promised me the refund. Either that or i will dispute the charges with my bank. I order almost daily and for the most part all of my items come with no issue but when they dont come i definitely will not be held responsible for it
Business Response
Date: 04/29/2023
Hello,

Were sorry to hear that you havent received your item(s) from order #***-4720699-4701048.

Based on the results of our investigation, we aren't able to provide a refund or replacement for this order at this time.

At this time, 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.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.
Customer Answer
Date: 04/29/2023

Complaint: 19984830

I am rejecting this response because:

Sincerely,

************************* *****
Initial Complaint
Date:04/26/2023
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.
On March 3rd 2023 I ordered a Razer Gold Gift Card order # 114-3594238-0177016 the card was received within 15 minutes when it was redeemed an error accured that stated "the card can not be redeemed in the **" I then called Amazon **************** they were surprised they had never heard this they requested I open a claim which I did and within 24 hours was given a Claim Number and was told I should contact Amazon **************** which I did after 15 more phone calls to Amazon **************** numerous conversations with Agents and Supervisors on April 12th an Amazon Credit was issued to my Amazon Account but this can only be used on the Amazon website for purchases I found out on April 10th that the card still had a balance of $ ****** and has yet to be redeemed so much time and effort and lies from Amazon that their policy does not include refunds of branded gift cards the card was not and could not be redeemed in the ** I believe I should be able to get a full cash refund to my Direct Express Debit Card in the amount of $ ****** to be used any way I want , thank you for your time
Business Response
Date: 05/04/2023
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 BBB complaint and I'm sorry to learn there was an error while you tried to redeem Razer Gold gift card.

In this case, we recommend you to please contact Razer Gold for support related to redeeming the gift card. As this is a third party gift card, Amazon will not be able to assist with the issue or refund.

For customer support, visit ** at gold.razer.com.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 05/23/2023
This is in regards to the above complaint regarding Amazon and the purchase of a Razor Gold Card for $ ******, that COULD NOT BE REDEEMED IN ******. After many phone calls to Amazon customer Service and many supervisors a Credit was issued to my Amazon account but can only be used on Amazon Merchandise the kept changing the their statement in emails to me all I wanted them to do is credit my Debit Card for the purchase of the Gold Card for $****** I did open a claim with Razor and they got back to me and told me I should contact Amazon **************** as the card was issued to them and then to me from Amazon.

With all due respect I had no control over the card that was issued by Amazon to me that could not be redeemed in ****** On may 13 or ****************************** question had not been redeemed and still had a balance of $ ****** on it, this is from Amazon **************** but lIt took over a month to get this information after 15 or more calls to Amazon ****************. Their reason was that 3rd party cards can not be refunded or given credit according to their policies well their policies are wrong the customer has no control over a card that is issued by Amazon that can not be redeemed in ****** please understand this is WRONG and all I want is my Debit Card credited to my account so I can use it to purchase anything not just on Amazon merchandise as I am no longer pleased with Amazon in the way they handled this transaction it feels they would just wear me down with the amount of calls and time spent on this matter but it is not the correct way to do business!

Thank you

***************************
Initial Complaint
Date:04/26/2023
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 quest pro using payments then the price dropped by $500 I contacted them to adjust price the declined so I returned it with the intention of repurchasing same item once refund was processed. But they sent me a message claiming that the wrong item was returned. I had returned it in same packaging that I received it in so it was obvious what was inside. So either Amazon it not being truthful as to receiving the item or someone at the shipping partner or their return center stole the item and swapped it out. Logically why would I send the incorrect item when all I would have to do is pay 300 more to get the replacement. It would be very stupid of me to send back a different item and be on the hook for the full price. Now they are saying to send the correct item back if I want to get the refund which I don't have since I returned it already. So now I'm out $700 that I had paid on it and they are trying to process the additional payments for it and I don't have the item or the money that was spent. Basically Amazon has stolen $700 from me and trying to steal the remaining balance when I don't have it. I am sincerely thinking about contacting the local news station since I'm sure there are more people out there with similar experiences. I am on a fixed income so I can't afford to just let this go. I have been a customer for years and have returned countless things in the past and have never had any issues before so why would I start now. My ideal resolution would be for them to either refund the money that at this point is stolen from me or to send me the actual quest pro that I purchased and then I'd be willing to pay the remaining $300 that it would cost to pay off. But if they don't at least I can spread the word about this experience so it might help someone else to not get screwed over by then.
Business Response
Date: 04/27/2023
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'm sorry for the inconvenience you have experienced with return.

Upon investigating with our internal team, It appears we received Oculus Quest 64GB VR Headset (1st Generation) model MH-B, instead of the correct item, Meta Quest Pro , in your return of order #***-5834718-3300253.

In this case, we're happy to accept the return of the correct item at your earliest convenience. We aren't able to process a refund until we receive and process the correct merchandise.

Thank you for understanding.

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

Regards,

Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:04/26/2023
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.
Starting on April 22nd, I received an email from Amazon.com that my account was put on hold and to provide documents to release the hold. However there were no specific instructions on what type of documents for what payments/orders. Therefore, I upload numerous documents ranging from my ID, to my Credit Cards/Debit Cards, billing statements for proof of address, my physical Amazon Gift Cards, my boyfriend's ****** Credit Cards. I provide my phone number for them to call so it would be better communication which they didn't call. I asked for a direct email to contact which they didn't provide. This morning the 26th, I received an email saying they are closing my account. I have a gift card balance of over $200 left which has been unnecessarily seized. I want my money back and a reason why they are closing my Account. I have been nothing but cooperative and gave them numerous options for better contact to communicate and resolve this situation to which the business ignored.
Business Response
Date: 05/30/2023
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 4/26.
The funds in your account will not be disbursed to you.

Sincerely,
*********
Amazon.com
Initial Complaint
Date:04/26/2023
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.
My husband and I purchased $3605 a furniture from Amazon's affiliate, Ashley ********** The couch had a broken back cushion, whenever you sit back, it falls back. The loveseat had missing parts, and Amazon was not able to find the parts needed to bolt the center consul down. I requested a pick up return, and to this date I am still waiting for my refund. The furniture has been received, and I am still waiting for a refund to my Amazon card. They claim they cannot refund back to the original form of payment, and they would be happy to give me a gift card. I don't want a gift card. I want my money so I can pay back my credit card. What can I do to rectify the situation as it's becoming very stressful, I'm losing days at work because I'm on the phone all the time arguing. I have documentation from emails and text messages phone call voice message. I don't wanna hear any more excuses. I just want my money. I need help and I'm desperate.
Business Response
Date: 04/27/2023
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'm sorry to know that you haven't received refund for orders #***-6663741-0693816, #***-6542318-6600242.

Upon investigating with our internal team, our team has tried to initiate refund but our system is throwing error while proceesing the refund.

We have raised issue with Leadership team and when once the refund is processed our team will contact you.

We appreciate your patience and understanding in this regard.

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

Regards,

Sandhya,
Amazon.com
***********************************
Business Response
Date: 04/30/2023
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.

Thank you for writing back to us.

Upon checking with our internal team, I can see that you have been issued refund on both the orders as a form of gift card.

I can confirm that funds have been added to your account and used for placing orders on your account. Below are the details:

1. Order ID: *******************
Refund Issued on Friday, April 28, 2023

112-9646593-6715429 Friday, April 28, 2023 Funds used : $-188.13
112-5664327-6783417 Friday, April 28, 2023 Funds used :$-227.05
112-6222680-7841003 Friday, April 28, 2023 Funds used :$-113.52
112-1960980-3426625 Friday, April 28, 2023 Funds used :$-1,011.39.

2. Order ID: *******************
Refund Issued on Friday, April 28, 2023

112-9646593-6715429 Friday, April 28, 2023 funds used $-1,512.8.

You can check usage and balance history through your Amazon account.

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

Regards,

Sandhya.
Amazon.com
***********************************
Initial Complaint
Date:04/26/2023
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.
This is in reference to Order # Order# ***-8487701-9666663 It was supposed to arrive today but I got an email saying the tracking number had changed and it was delayed. I did not get a new tracking number and it did not arrive. I called Amazon **************** for the new tracking number and waited 20 minutes on hold just to get the old tracking number. The ** Rep could not tell me where my item is, when it would arrive or the new tracking number. Obviously it's lost. I want a refund.
Business Response
Date: 04/27/2023
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'm sorry to know that you haven't received your order #***-8487701-9666663.

Upon checking with our internal team, I can see that package is on your away. I have escalated the issue with carrier team and you will receive the package on or before Friday, April 28, 2023.

If you dont receive the package by then, we will go head and process the refund.

We appreciate your patience and understanding in this regard.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/28/2023

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. However, if my item is not received and I do not get a refund I will file another complaint!

Sincerely,

*************************
Initial Complaint
Date:04/26/2023
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 Coffee Table from ************ (via Amazon.com) on April 8, 2023 Order Number: 113-9936487-1401847 Order Total: $714.54 ********** table arrived damaged (and does not look like damage due to shipping) and was not taken out of the box because the damage is on the top of the table and I dont like the wood (raw rough and splintery) the paint (chalky and unfinished) and would need to apply a paint sealer in order to use the coffee table as a coffee table.Amazon approved my request for a refund and referred me to ************ for what I thought was to schedule a pickup. Bison customer service sent an email requesting photos of the damage and I sent photos with a message (similar to this).FIRST: I was told they could send me a replacement part free of charge if I thought that was acceptable and I said I wanted to return the table.SECOND: I was asked if I would reconsider a replacement part with a $100 discount and believing they were offering me a choice I said I wanted to return the table.THIRD: (a very different tone) I was told because I declined their offers for replacement parts it was now my responsibility to return the damaged table they sent to me. I was given instructions to use the original packaging, a return address, an RMA number and needed to provide them with the tracking number.How is it my responsibility to return a damaged product to the seller because I declined a DIY coffee table project. Thats not a return policy thats a blackmail policy. There is no way the piece can be replaced without creating more damage. There are differences in dye lots and if I wanted to deal with this I would have bought a DYI coffee table kit.***** knows there is no way a customer can return something like this without hiring people and paying hundreds of dollars for shipping. I believe this is an intimidation tactic in order to prevent them from having to take responsibility. ***** needs to pickup the table immediately and I want a full refund.
Business Response
Date: 04/29/2023
Hello,
We have contacted seller to arrange a pick-up for this order. If seller doesn't arrange a pick up, customer can self return the item to seller and send receipt for the additional costs incurred. Once the receipt has been sent, the amount will be refunded to their payment method used to place this order.

We have notified customer with return instructions via email on April 29, 2023.

Sincerely,
A to Z Guarantee Team
Customer Answer
Date: 04/29/2023

Better Business Bureau:

This was never a complaint against Amazon, it was a complaint against a third party seller BisonOfficeLLC (furniture company). I was lucky enough to have the dispute resolved by Amazon A-Z *************************** ***** did absolutely nothing other than being rude and condescending. Its probably the worst customer service situation I have ever experienced. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you Amazon.

Sincerely,

***************************
Initial Complaint
Date:04/26/2023
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.
Recently, Amazon suspended my account and required me to submit a billing statement that displayed my name, address, and last four digits of card/account number. I did so, three times, but ********************** still has not reinstated my account. The most recent email to me, on April 26, 2023, reads:-----We have removed your access to this Amazon.com account and canceled all open orders.We took these actions because we determined that this account is related to an account that we already closed because the card issuer disputed one or more transactions.We sent instructions on next steps to the related account. You will not be able to access your account or place orders with ** until we receive the required information.-----This doesn't make any sense. This issue needs to be reviewed by someone that isn't a robot that has common sense and can write half-decent English. My account is associated with the email ************************* I would like my account reinstated.
Business Response
Date: 05/20/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 5/21/2023 confirming account reinstatement.

Sincerely,
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:04/26/2023
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.
In September 14, 2020, I purchased a Clek FLLO car seat directly from Amazon. In April when I signed-on to Amazon, a notification on the screen notified me of the recall. I never received an email prior alerting me to the recall, and my son was using the car seat. On April 3, **** I called Amazon. I provided them with proof of the recall. The Amazon representative named *** promised me a full refund for the car seat in the amount of $415.83 in 3-5 business days. I never received the refund. I called back on 04/23/2023 and spoke to a supervisor name *****. She said she was unable to refund me the amount because the system wouldnt allow her to do it. She said she could issue me store credit for the amount of the car seat. She said she would call me back everyday to issue the daily *** until refund amount was completed. She never called me back. She only issued me $100 on 04/23/2023. This incident caused my son to use a recalled car seat for considerable amount of time after recall because Amazon failed to send an email reasonable time period from when the car seat was recalled. Amazon also promised me a refund I have not received.
Business Response
Date: 05/07/2023
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 item.

Our concerned team has checked the information and the unit you have been sent isn't part of the recall. You can find the contact information and can request for a repair kit using the information in the link below:

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:04/26/2023
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 Leadstar D5 portable tv from Amazon/Diyeeni us. It will not pickup any digital signals. I did some research and found that it is designed to be used in ******, *****, and ****. I contacted Amazon and they contacted ******* us and they responded saying that it was the correct product. That is not correct. It will not work in the US. I did not purchase a tv to use in foreign countries. I would like to exchange it for one that works in the US. Digital signals in the US are different than the ones in South *******. Thank you for any help you can give me. *****************************.
Business Response
Date: 04/27/2023
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'm sorry for the inconvenience you have experienced with order #***-9294464-0765848.

Upon checking, I can see that item is compatible for applicable Countries. ***********, *********, ********, *********, *******, *******, ****, *********, ******, ********, *********, **********, ********.

We can accept most new, unopened items sold and fulfilled by Amazon.com within 30 days of delivery for a full refund. However, we dont not have exchange option for the item.

You can return the item for us and place a new order. Since, return window has passed I have taken exception and create return label and you will be charged restocking fee for return.

We request you to write back to us with your preference. Thank you for your patience and understanding.

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

Regards,

Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 04/28/2023

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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