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

59,539 total complaints in the last 3 years.
21,484 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:04/25/2023
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 am reaching out to get a refund for the cost of shipping items back to the Amazon 3rd party seller - ************* Order # ***-7035036-1798633.Amazon is giving me the runaround after promising to refund the shipping back to my credit card. I have not been refunded my money. I have evidence of Amazons promise of refunding the shipping fees attached to this email. Return Shipping cost - $958.65 The item has already been returned to the seller:Box 1 (Nightstand)UPS Tracking # 1Z069A750331354813 Box 2 (Nightstand)UPS Tracking - 1Z069A750331356517
Business Response
Date: 04/27/2023

Hello,
We have reviewed the issue filed for the Order ID ******************* and noticed the the Buyer has received a defective item.
The item was returned to the Seller and the Buyer is requesting a refund for the return charges involved. We have reached out to the concerned department for the refund on return charges and currently awaiting a response. A refund will be processed to the original payment method in 3-5 Business days.
If the order was paid by credit card, it may take several business days for the refund to appear on *****'s credit card account. Buyer needs to check with their issuing bank to confirm that it has been posted. If the order was paid by gift certificate, these funds should be available real time, for use as payment on a future order.
Sincerely,
Customer Answer
Date: 04/27/2023

Complaint: 19981657

I am rejecting this response because:
I have not yet received the refund. Once the funds are received back to my card, then the matter will be considered as resolved.

Sincerely,

***************************
Business Response
Date: 05/07/2023
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 understand your concern about the return shipping fee that you incurred to return your order to third party seller.

I have checked your account and found that a refund of USD ****** was already issued on April 27, 2023 to your **** *******. We request you to please reach out to your bank and request their assistance to locate this credit.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 05/09/2023

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:04/25/2023
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.
Hello,My Amazon.ca account was put on hold. I have submitted billing documents to verify the account 5 times now, but my account is still on hold. This is the billing statement from my bank. This has been an ongoing issue for 5 months now. Please reinstate my account so that I can access my digital contents.
Business Response
Date: 05/08/2023
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 02/17/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 05/09/2023

Complaint: 19981606

I am rejecting this response because: I cannot access the digital content I paid for. They told me I still have access to my kindle content.

Sincerely,

*****************
Initial Complaint
Date:04/25/2023
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 a complaint against amazon fresh. I ordered food from them on April 10,2023 @12:03 am. I canceled the order because they wanted me to pay a tip of $10. I didnt have the $10 on my debit card. I purchased 164 worth of groceries which was 37 items. I still havent received my food stamps back on too my EBT card. Ive called them several times and each time they keep telling me I have to wait 3-5 business days than **** days. Than I spoke to someone who sent me and email that I should receive my refund in 24 hours and I still havent received it. The order number is 113-7579416-4154625. I appreciate your time and I hope you will be able to help me. Thanks and have a good day
Business Response
Date: 05/17/2023
Hello Chanolia,

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 the order ending **** and have looked into the transactions/refunds in detail. We sincerely regret the inconvenience and the error with processing the refund. I have escalated the issue and we are looking into what caused the refund not to process in the first place, however, this is taking a little longer then expected.

A detailed analysis shows this pertains to an EBT card coupled with a unique set of circumstances, and we need to research thoroughly to get this issue resolved. However, I would like to get you your refund as soon as possible and need your help with a workaround to the situation.

Please let me know if I can issue you a gift card balance for the amount you were charged for the order, this does not expire and can be used like any other payment method for most purchases. I hope this works for you, as it offers us an option for offer a quick resolution.

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

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:04/25/2023
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.
Amazon accused my account of fraudulent activity and closed my Amazon account, after providing proof of every single document the requested. Terms of service advices I cant even make another account or submit any orders with them when I have done absolutely nothing wrong, after paying for prime and using there services. They dont have any reply email to appeal this decision, they made this decision blindly which is very unprofessional. This has been giving me a lot of mental stress and has been causing setbacks in my life.
Business Response
Date: 05/17/2023
Hello *******************************,

I'm Arun 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.

As per the update from the team, the account has been reinstated.

You can now sign in and place orders.

Thank you for your patience.

Regards,
Arun

Amazon.com
*****************************
Initial Complaint
Date:04/25/2023
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 April 24, 2023, Amazon had failed to help me or assist with my issue. It is very frustrating that no people able to understand the situation. I keep calling to speak with many different representative. Reason because I am having hard time to log in with two step verification. I asked them to unlock and it is very frustrating. No one understood. It is very frustrating that Amazon had glitch or failed to text me codes or any kind of information to my mobile. Other places that had two step verification is working except Amazon. And Amazon refused to help to resolve my issue. I am asking someone from **************** to contact and resolve the issue with me. It is very frustrating that they lock my account and hold my money without my consent. Please communicate with email Thank you.
Business Response
Date: 05/04/2023
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 two step verification process on your account.

I've reviewed the details of your account and see that an email confirmation has been sent to your registered email address on April 25, 2023. We have successfully disabled Two-Step Verification on your account. You can always go to Your Account > Change Account Settings to manage your security settings.

If you need more help on the issue, you can use the following link to contact our customer service: *************************************

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

Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 05/04/2023

Complaint: 19981438

I am rejecting this response because: You clearly did not read my complaint. Amazon failed to help me through customer service with over 20 to 50 attempts with different phone calls. I nicely requested to speak with someone in corporate office. You did not respond to my complaint. I fought with them to get through it to disabled it. Obviously you did not read that I could not log in to disabled I need the passcode that Amazon failed that their internal system did not text me a ONE time code to receive to my mobile phone. It is very disappointing that with your response had failed to bring to my attention. I please ask nicely can I speak with someone in ***************** Thank you.

Sincerely,

*******************************
Initial Complaint
Date:04/25/2023
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 return for Order 111-6455928-0117052 was received by Amazon almost two months ago now. Please issue a refund or I will be filling a small claims case against Amazon to recover the funds!I have contacted Amazon customer service several times and been told somebody will contact me within ***** hrs, but so far nothing!
Business Response
Date: 04/26/2023
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 your previous correspondence with us in this matter.

In our previous correspondence we've requested you to provide incident report. Since we haven't received the incident report we are unable process the refund.

Thank you for your patience and understanding. 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:04/25/2023
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.
Greetings! Dear BBB,We are writing to report a review on Amazon that contains false information. The review in question is from a user named ****, link: **********************//gp/customer-reviews/**************, who has written ambiguous statements that mislead potential buyers of our product ASIN B0B22TJCZ7.1. The review contains mutually exclusive statements: "Decrease puffiness" and "I have not seen any difference." Such statements confuse our potential customers.2. Additionally, her statement: "The seller contacted me and said that it needs up to 90 days to work, which is not in the description." The product page has clear stage recommendations on usage time, power mode, hydration, and other important components for healthy under-eye skin. It specifically states that we recommend daily use for 2 months. We have attached screenshots of the product page as evidence. However, on the 5th day after ordering, the consumer already stated in the correspondence on Amazon that she did not see any results. And after 2 ******************** left a review of our product. As you can see, the usage period was even less than the minimum (30 days) recommended.We value our customers' feedback, but we believe that ****'s review is not helpful, appropriate, or accurate in relation to our product. We would appreciate it if you could help to remove this review from our product page as it is misleading and inaccurate, and does not provide useful information for our customers.Thank you for your attention to this matter.Best regards, PENEBELLA Store
Business Response
Date: 04/27/2023
Greetings from Amazon.com,

To address the product review for ASIN: B0B22TJCZ7, the seller can click Report abuse to report customer reviews that contain personally identifiable information, links to other sites, inappropriate language or any other content that they believe violates Community Rules.
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,

*****************************
Initial Complaint
Date:04/25/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered items from Amazon in which the delivery driver delivered the items to the wrong address and because a picture was taken stating it was delivered Amazon is refusing to refund my money or replace my items. Stating that this is a policy of theirs. I have never had this issue before. And I feel as though my items should be replaced because it was no wrong doing on my part. It was the mistake of the driver. And this isnt the first time this has happened with Amazon and my deliveries. I would like a refund for my items or a replacement for the items. I dont have money to just be giving away to Amazon and I havent received my items. This is not good business at all. The company doesnt want to take accountability for the actions of its employees. They are the ones at fault in this matter.
Business Response
Date: 04/26/2023
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 #***-4676717-1638650.

Upon checking, I can see that delivery agent delivered the intact box to you on Saturday, April 22.

In this case, please refer to the outlined Conditions of Use, noted under 'Risk of Loss'. If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us with the *** to the police report that shows the following information:
* - The delivery address regarding this incident.
* - The items were delivered according to the carrier tracking.
* - The report was created for stolen items/theft/larceny/ or other similar crime.
* - The status of the report is completed or closed.
* - The date the report was created.

Please contact us back when the police report is complete.

We are unable to accept police reports that are in pending or any other incomplete status. The police report must be filed before 45 DAYS AFTER THE DELIVERY DATE and provided in English to be considered for review.

Thank you for your 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: 04/27/2023

Complaint: 19981225

I am rejecting this response because:
It was at no fault of mines that my package wasnt received. And even though the system shows that the driver was in the area and delivered a package with a photo delivery which doesnt show anything but a box left outside of the door which wasnt my place of residence. It doesnt even show the address or anything. I have instructions for the driver to ring my doorbell when delivering a package which wasnt followed. I was at home all day waiting for this package that has never arrived. This isnt the first incident with Amazon. This is the tenth incident. A police report will only show that Amazon isnt liable and thats what the company wants to be free of any liability based off of a picture and the fact that the driver was in the area which doesnt prove that the package was delivered to me. I am stressed about this whole ordeal. I actually love purchasing items from Amazon but this type of business practice is not fair to the consumers. Especially when it has been proven that the employees of Amazon steal consumers packages and keep them for themselves. So a police report will not solve this issue. Amazon needs to resolve this issue and they need to either refund me my money or replace my items. I would really rather that the company replace my items. Because I would like to continue being a consumer and buying goods from Amazon.
Sincerely,

*********************************
Initial Complaint
Date:04/25/2023
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 am writing to file a complaint against Amazon regarding a purchase that was never delivered and the company's refusal to issue a refund to my credit card. I placed an order for an iRobot Roomba on Amazon's website, and paid for the product with my credit card.After several weeks had passed, I had not received any updates on the delivery status of my order. I contacted Amazon's customer service department to inquire about the status of my order, and was informed that the product had never been delivered. The representative apologized for the inconvenience and said that a refund would be issued to my credit card.However, several weeks have now passed and I have not received a refund for the purchase. I have made several attempts to contact Amazon's customer service department to follow up on the issue, but have been given the runaround and have not received any clear answers or solutions.I am extremely disappointed with the way that Amazon has handled this situation. It is unacceptable that the company has failed to deliver the product that I purchased and is now refusing to issue a refund to my credit card. As a consumer, I have the right to expect timely delivery of the products that I purchase, and to receive refunds for products that are not delivered.I would like to request a full refund for my iRobot Roomba purchase, and I hope that Amazon can resolve this issue in a timely and satisfactory manner.Thank you for your assistance in this matter.Sincerely,
Business Response
Date: 04/26/2023
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 your order delivery.

Upon checking, I can see that carrier was unable to gain access to front door to deliver the package and you have been notified to contact the carrier on the same on Monday, April 3 to instruct our delivery partner to deliver the package.

Also, I could see that our team has received "Stop and Return Request", on Tuesday, April 4. Now that the package is being delivered back to Seller, we will be able to issue refund only when their fulfillment confirms the package status as received.

In this case, I would request you to wait as we dont have advance refund option in our system to initiate and you will confirmation regarding refund from our return center soon.

We appreciate 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: 04/26/2023

Complaint: 19981166

I am rejecting this response because:
the carrier always had access to the front door and refused to deliver the package.

its been a month and I need my refund

Sincerely,

*****************************
Business Response
Date: 05/25/2023
Hello,

We have denied the customers request for a refund. Customer raised a chargeback dispute on this order and the dispute is now closed in customer's favor by their card issuer. Meaning, customer's card issuer debited ********************** for the disputed amount and credited customer's account with it.

Therefore, we will not be able to issue any more refunds to customer. Kindly request customer to reach out to their card issuer for more information with regards to this reimbursement.

Sincerely,

*****
Amazon.com
Initial Complaint
Date:04/25/2023
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.
Two recent order complaints with minimal resolution offer from Amazon associates. Order Number 114-5661216-3514642. Items in this order were placed on 3/8/23 for an upcoming trip. They were to be delivered by or on 3/13/23. On 3/13 I received an email that the items were 'Undeliverable', and that is it, no other explanation. I called amazon and they stated that the items were damaged during transportation. I asked that they please send the items at that time as I needed them asap. They told me they could not do that as they needed the damaged items back in hand. I reiterated to them that I clearly never got these items and it was not fair I needed to wait until they got them for a replacement. No credit, no nothing was offered with this order to make up for it. The next order is one that was delivered today. Order number; 114-6983034-3073811. In this order one of the items I ordered was a pair of Keds brand white leather women's shoes in a size 9. The box arrives, the shoes are not even in a box, but a bag and the shoes in the bag are a Puma brand shoe in a size 8.5. Again, I call and am at first offered nothing more than an apology and to return the shoes at the nearest location. I get a supervisor on the phone who offers me a 20 dollar credit to my amazon account, BUT this credit can only be used for Amazon products. Which is not the shoes that I wanted. I am sooooo very disappointed with Amazon's delivery but mostly their customer service, or lack thereof. I should be a valued customer as I spend A LOT of money with this company, yet for their mishaps I am offered minimal to no resolution or incentive at that matter to want to keep shopping with them.
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 orders you purchased on our website.

As a crucial feedback we have from you regarding our customer service team, I've forwarded the same internally to our concerned team to check and taken appropriate actions.

Upon checking, you have been refunded $75.16 on Sunday, March 19, 2023 for the products which was not delivered to you. Additing to this, our team added $20 promotional certificate to your account.

All our promotional credits will automatically apply the next time you order an item shipped and sold by Amazon.com. For more information about using your promotional certificate visit: *********************************************************

While I understand your request for gift card, unfortunately I'm unable to honor it. Hope you will understand our limitations in this regard.

We appreciate 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: 04/27/2023

Complaint: 19981155

I am rejecting this response because:

Sincerely,

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

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