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

58,824 total complaints in the last 3 years.
21,952 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: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.
My amazon account that is under the phone number of ********** there is no email attached to the account because ********************** locked my account before I got to chance to hook an email to it and when I asked the amazon customer service people I have talked to on the phone if I could add an email because without an email I cannot see any messages or anything that Amazon says so I would never know what they say about my account or what needed to be done to regain access to it and they denied me still and said no I couldnt add an email or anything. But would never answer me fully when I said then how am I going to contact or see messages from you all. I had gift cards given to me from **** college where I attend online and I am in a study they are hosting and the pay with Amazon gift cards. I added the 7th gift card which was a total of $267.00 then I purchased Amazon Prime right away and they took that out the gift card balance so that left around $254.00 then when I finished purchasing prime I went to look at some items and suddenly it went to sign in page and said my account has been locked temporaly please contact support. I did right away and that was 12 days ago they will not respond nor give me a solution. I sent them EVERY single screen shot where **** sent me each gift card on email for doing the study and Amazon said that wasnt enough isnt the point of a GIFT card to recieve as a gift. I can not get an answer and I want my $267.00 back I have 5 kids I have to support im a single mom due to ********* was using my gift cards TO FEED MY CHILDREN and I told amazon that and apparently they do not care. I really need my $267.00 back and if they arent going to let me keep an account and actually spend the gift cards I need the cash given back to me. Ive provided every bit of proof I can to them and still nothing is good enough and now they are ignoring me and I do not appreciate it expecially when my kids are starving on their account and they dont care that money was kid
Business Response
Date: 05/16/2023
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.
The funds in your account (if any) will not be disbursed to you.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 05/16/2023

Complaint: 19978493

I am rejecting this response because: I have attached all the proof of where I was sent the Amazon Gift Cards from **** in ********** as compensation for being in a study of theirs! I AM ATTACHING PROOF OF THAT ALSO! WHICH BY THE WAY I ATTACH ALL MY PROOF AMAZON WHERE IS YOURS? I DIDN'T violate NO terms or policies of yours I sure didn't get any chance to anyway. I purchased your stupid Amazon Prime and thats when you BLOCKED MY ACCOUNT AFTER ONE TRANSACTION. & that was purchasing YOUR AMAZON PRIME so if that is considered "suspicious purchases" then that says enough about your company itself right there. I work hard and bust my **** in college for a Bachelors in Science of criminal justice so I am not some idiot you can play with I know every law and everything and I DONE NOTHING WRONG! I WANT MY MONEY THAT I WORKED FOR BACK! If that is how your company works and does business with LOYAL customers then you deserve to be shut down!

Sincerely,

***************************
Initial Complaint
Date:04/24/2023
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 ordered an item from Amazon.com seller canceled Amazon's customer service representative said the money will be back in my account on April 10th but it has not went into my account please fix this problem
Business Response
Date: 04/26/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Customer Answer
Date: 04/26/2023

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.

*********************************************
Initial Complaint
Date:04/24/2023
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 returned a ******* Galaxy s20 ultra smartphone via *** ,it was verified as delivered on 2/23 @ 11 pm by *** and 2-3 various Amazon chat representatives.Upon contacting Amazon customer service supervisor she said she won't do anything else for this matter.Ups told me to have Amazon contact them.They will not do this.I paid over $300 for the phone and it has now been 60days so please help me this isn't fair.
Business Response
Date: 04/25/2023
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 have reviewed your email and I'm sorry to hear that you haven't received the refund for your order # ***-7195321-3249069.

I can understand your disappointment as you have waited for long time. Upon checking the order, I see that item returned on 21 February, 2023.

I've checked our records and your return hasn't been processed yet. Our returns department will submit your refund once the returned item has been processed. Returns are usually processed within 60 days of you returning your order.

In this case its been more than 60 days and we recommend that you reach out to the carrier that you used to return the item to Amazon.

If you do need to contact us in the future, here's a link to our Contact Us page:

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

Thank you for your patience and continued support. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 04/26/2023

Complaint: 19978088

I am rejecting this response because:

My item was verified delivered by the shipping company and various Amazon chat associates as well.I have photo proof of the chats available.Then was told to contact shipper and did so and was told by the shipper to tell Amazon to contact them to get this sorted out .Upon stating this to various Amazon chat associates I was told they will do nothing further to resolve this issue.This is unacceptable Amazon needs to issue my refund promptly as now it is way past the return/refund due date.
Sincerely,

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

***************************
Business Response
Date: 04/29/2023
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 I understand your concern.

I can understand your disappointment as you have waited for long time. Upon checking the order, I see that item returned on 21 February, 2023.

In order to issue the refund for the item, the return shipment needs to be received and processed by the return center.

In this case its been more than 60 days and the return is not processed. Hence we are unable to issue refund for the item and we recommend that you reach out to the carrier that you used to return the item to Amazon.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 05/01/2023

Complaint: 19978088

I am rejecting this response because:
This isn't a proper or fair solution to the issue.
Sincerely,

***************************
Initial Complaint
Date:04/24/2023
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.
I am a prime member of Amazon and a frequent customer. Without explanation the language of important emails from the company changes from English to Spanish language, I do not speak Spanish. Because Amazon has my credit card information, I believe it is important to understand these emails because Amazon is obviously sending them for a reason, to communicate with me. I made seven telephone calls to customer service and spoken with supervisors, many of whom have insisted there is nothing to be done. I have spent hours in this effort on my part in all making all these calls. What I have received for my efforts is a complete unwillingness or inability to address and solve the problem.
Business Response
Date: 04/25/2023
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.

We understand your concerns regarding the language preference.

You can select your language of preference by visiting Your Account (**********************************************************************).

If you switch the language setting from your mobile app, restart your session to enable notifications in the selected language.

You'll find more information about managing your language preferences on our Help pages:

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

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/24/2023
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 speaker from Amazon on 3/29. I started a return in 4/10, received the tracking slip, dropped it off at **** and confirmed it was received by Amazon on 4/11. I reached out to get an idea on when the refund would be processed and a representative cancelled my return slip so it no longer shows on the app. I reached out again and was reassured that Id still get my refund. Since then, Ive spoken to 4 different representatives and each have said something different about the refund. One said its been processed and Ill have it in 5-7 days. I chatted today and was told they dont see that I returned the item. I had to prove I did and then was told the refund wasnt processed. I want my money back since they have had the item for 2 weeks.
Business Response
Date: 04/25/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help ** with the order number related to your purchase.

If you still need help, please contact ** again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact ** from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Customer Answer
Date: 04/25/2023

Complaint: 19978040

I am rejecting this response because the order number is listed on the photo I submitted. You want me to go back to the chat so you can skirt around the response. I want a response here.

Sincerely,

**************************
Business Response
Date: 05/02/2023
Hello Benquetta,

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 about the delay in processing your refund.

We escalated this issue to the returns warehouse team for investigation and requested them to fasten the returns process. The team has looked in to and issued a full refund of $346.68 on April 29, 2023. Refund shall be processed to your original payment card within 3-5 business days.

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:04/24/2023
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 a basketball light and it was being shipped during the shipping. Amazon busted it, and it never made the delivery day that we were guaranteed through my account. I called and discussed with the Third World country that is now their customer service team and they told me that I would be getting a brand new one. Well, when the package arrived at my house, it look like it was drug down the street and the box was in shambles and Amazon never kept with the agreement we had. The third world customer service team is notorious and I have this recorded that they said I would be getting a brand new light and they sent me a junk used one that was all beat up.
Business Response
Date: 04/25/2023
Hello *******,
.
I'm Abhishek 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.

We've reviewed the complaint and we're sorry to know about the experience with our customer service team and with the order #*******************.

I've forwarded your feedback about the experience to our business team for further consideration.

Up on checking, I see that a replacement #***-7847715-4192262 was issued and a refund $181.82 was also issued on April 24, ************************************************************************ 3-5 business days.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/24/2023
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 was searching online and hoping to buy a pet crate on March 5th, 2023, my intention was to check the shipping cost, did not realize I was ordering one until the next day when I received an email from Amazon which was my order confirmation. In no time on the 16th, I contacted Amazon online live chat at least three times, I called Amazon in ** and spoke to a **************** Officer, I called ********* Post while I could clearly see the crate was still in the **** through my Amazon account, despite what I did, it was just impossible to stop it from shipping over to me all the way from *******. When I was at ********* Post in the afternoon on March 15th ready to ship the crate back, it was my 4th time contacting Amazon. I got the 4th time reassurance that all the expenses will be reimbursed to my bank account (crate+shipping to ********* + shipping to *********) once Amazon receives the pet crate, total AUD481.21. I wouldn't have shipped crate back and spent another unnecessary 200+ dolloars if I didn't get confirmation from AMAZON that I will get my shipping fees back. (so I think it's AMAZON's fault not to refund me the shipping expense)Above highlighted in yellow, I have email confirmation of Mr. ******* from the leadership team, and live chat confirmation, both indicate to fund the full payment to me (crate + shipping to ********* + shipping to **), refer to my attachment please. I request AMAZON to refund me CRATE+SHIPPING TO AUS+SHIPPING TO *** as they promised to me in the email confirmation and live chat. thank you!
Business Response
Date: 04/25/2023
Hello ******,

I apologize that you did not received a refund for the return shipping charges for MidWest Homes for Pets Newly Enhanced Single & Double Door iCrate Dog Crate, Includes Leak-Proof Pan, Floor Protecting Feet, Divider Panel & New Paten.

I understand your frustration. However, we're unable to issue refund of the shipping charges as this return is not due an amazon error as a result we cannot issue refund of shipping charge.

Thank you for your understanding.
Customer Answer
Date: 04/26/2023

Complaint: 19977901

I am rejecting this response because: I wouldn't have shipped the item back hadn't the Amazon staff confirmed in writing that full shipping refund will be made once the item is received.

Sincerely,

*************
Initial Complaint
Date:04/24/2023
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.
Order date Mar 15, 2023 Order #***-5569466-4182603 Order total $705.49 Item name: RX **** XTX I received the wrong item and then I returned the item I was sent instead then I called Amazon customer service and was told a different thing by around 20 people about when I would receive the refund I told the last person I spoke to (in march) that I was going file a dispute with my bank. A Month later the dispute chargeback was reversed without any notification my bank account was -$500. Amazon.com has no right to that money whatsoever because I have returned the item I was sent accidentally instead of what I ordered.
Business Response
Date: 04/25/2023
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.

I've reviewed the complaint and understand your concern regarding the refund and charge back on Order ID: *******************.

I apologize for the inconvenience that you've experienced in this case.

I've checked and see that the refund of $1067.49 has been processed to the original payment method on Monday, April 24, 2023 at 8:20 PM (PDT).

Refund will be credited within 3 to 5 business days.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 04/26/2023

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:04/24/2023
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 was an Amazon prime member. I ordered 2 under armour hats from Amazon. I placed the order on April 16 and my shipping delivery date was the 18th. So on the 18th no package and messaged Amazon to find out what was going on. And they said it was human error that it was delayed. I checked the tracking on it and said it was in humble ***** on the 16 and was shipped to *********. They said it would forsure be delivered by the 20th. I was really upset about that because my son was in from ********* and I was hoping to have them for him before he left. That didn't happen. So the 20th comes and no package and he had to leave. So I messaged Amazon again and was told this time that it would be there on the 21st guaranteed. Well at this point I wanted to cancel or get a refund. Wich I was told I couldn't do that. I messaged corporate Amazon about this and the lady told me she was sorry about all the confusion on there end and all I had to do was request a refund. So I did through chat I asked for the refund and was told wait until Monday after 5pm and they were gonna put all the notes from chat on my file for Monday. so I did and I waited and check mail around 705 and NO Package. Furious I message amazon and this time when I requested it. I was told no. That there wasnt a solution for me. I can't believe azon conducts business like this. It's sad. I have since closed my amazon account. All I wanted was to buy something nice for my son that he was wanting. And all this bs.
Business Response
Date: 04/25/2023
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.

We've reviewed the complaint and we're sorry to know about the delivery experience with the order #***-5422570-3793811. We've forwarded your feedback to our business team for further review.

Up on checking, I see that the shipment is marked as delivered on April 21, 2023. As informed by our specialist team when a shipment is marked as delivered we'll not issue a replacement or refund. However in this case I've made a one time exception and issued $23.76 to the original payment method associated with the order.

For future, 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.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/24/2023
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 made a purchase of 5 items online on 4/19/23. The order was split into 3 deliveries. One coming **** and 2 coming via Amazon drivers. On 4/22 I was schedule to receive the **** package and one package from an Amazon driver (all Prime delivery items fyi and one on 1-2 days). The **** package arrived in my mail room as planned. The Amazon driver package was marked delivery attempted saying the drop off wasnt accessible which isnt true bc the mailroom is lit and unlocked. Said package was marked as delivered on 4/23/23 with a photograph of someone elses home not my apartment building so I contacted Amazon and even with the proof that they delivered elsewhere they would not refund my money (we would miss the event we needed the items for). THEN today 4/24/23 the last package was due to be delivered by an Amazon driveragain not outside of my mailbox as directed and no photo submitted with the delivery this time. So I received one item out of 5 snd even though it is the direct fault of Amazon because their driver is not sending my packages to my address, they will not refund my money. I was told get a drop box or another address to send it to, but why should I have to do that? I pay for Prime to have fast shipping to MY HOME. Ive reported this issue in the past as well as some of my neighbors. Amazon claimed they fixed the ping and no more issues but here it continues and now they are stealing from their customers with some new policy Im sure most arent aware about saying once its delivered, the issues lie with the consumer and they are free. They are basically scamming the public especially after all the drivers who were stealing and just leaving packages anywhere. I want my hard earned money since I got no products. 113-0909834-0671451 And 113-3385785-9468200 are the two order numbers associated. They should be sued for their sneaky back door behavior! I DO NOT have a back door. I live in a 10 apartment building! Ive provided these instructions before!
Business Response
Date: 04/26/2023
Hello,

Were sorry to hear that you havent received your item(s) from order #***-0909834-0671451.

Based on the results of our investigation, we aren't able to provide a REPLACEMENT/REFUND 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: 04/26/2023

Complaint: 19977554

I am rejecting this response because: they continue to try and blame me for delivery issues when their driver did not deliver to my home. How am I supposed to monitor or receive a package sent to someone elses address? Also, *** worked with their solutions center in the past and they said the delivery issue was fixed yet they still continued to deliver my packages to addresses that are not mine. Ive already provided a picture they supplied upon delivery of my order at someone elses address. I do not have a back porch and live in a big brick building. I should not be faulted for the Amazon drivers that leave packages just anywhere. They clearly didnt match the house number with the package address. This is on Amazon for not training their drivers or holding them at high standards. This is not the issue of the consumer nor the consumers fault. There are others in my building having similar issues.

Sincerely,

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

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