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

57,990 total complaints in the last 3 years.
21,686 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:04/23/2023
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.
Order# ***-5460657-5081013 Order date 4/8/23 Order total $139.41 I ordered a hammer drill from amazon.com and what was received was someone's old drill. It has confirmed by *** tracking that Amazon has received the item back but still has not issued my refund and told me it could take up to 2 weeks. It was their error. I have spoken with numerous agents and supervisors with no resolution
Business Response
Date: 04/24/2023
Hello *******,

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

I understand that you have received used item in the order #***-5460657-5081013 and have returned the item for a refund. I'm sorry for any inconvenience caused with this.

I've reviewed the details of the order and see that the item ordered is "Used - VeryGood" with our Amazon Warehouse with the note: Small cosmetic damage on top, front or side of the item. Item may not come in original packaging.

Further, with regards to the return, Once the carrier has received your return package, please allow up to 30 days for your return to be processed and to receive your refund.

If you don't hear from our ************** by May 15, 2023 please write back so we can find out what happened.

Before the item is received and return processed, a refund can't be processed on the order.

Thank you for your understanding. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Initial Complaint
Date:04/23/2023
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.
Dear Team,I have ordered a phone mount from Amazon on 03/29/2023 with order number as # ***-4721685-4243468. I have been contacting Amazon associates to cancel this order and refund me the money. Seller is not responding from last 20 days and an amazon associate on Thursday told that she filed a-z claim and I will get my refund back in 2-3 business days and today I contacted them for refund status asscoate named ********* informed me that no claim was filed and looks like they were fooling me from last ***** days and doing drama of contacting seller and cancel the order. Please file a legal case for providing wrong information and kept fooling me from last 20 days. And its been traumatic situation where they are not refunding my money and keep fooling me.
Business Response
Date: 04/24/2023
Hello ******,

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

I'm sorry for the inconvenience caused with the order #***-4721685-4243468 placed with liaoyaxinbemei, a seller on our website.

I've reviewed the details of the order and see that the seller has already shipped out the order for delivery to get the item delivered by May 9, 2023 as scheduled.

As you wish to cancel the order, I request you to please return the item back to the seller once delivered for a refund. You can arrange a return through the ********************* (**************************************). The ********************* walks you through the return process and automatically contacts the seller on your behalf.

To learn more about the seller's return options, click the "seller profile" link from the Return items page.

You can also learn more about seller returns by visiting our Help pages:

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

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/24/2023

Complaint: 19972179

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 05/10/2023
Dear Team, I have ordered an item from amazon and last time also I raised complaint with BBB and amazon responded saying they will refund money back if it is not delivered till 9th may and order number is 111-4721685-4243468 please help me to get my refund asap. Thanks Rohit

Refund
Business Response
Date: 05/14/2023
Hello ******,

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

I'm sorry for the inconvenience caused with the order #***-4721685-4243468 placed with 'liaoyaxinbemei', a seller on our website.

As the order isn't delivered as scheduled, to help you with this, I've filed an A-to-Z Guarantee Claim on the order and the claim was approved on the order. You will see the full refund of $3.24 credited back to your payment method within the next 3-5 business days.

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

Further, I see that an amount of total $25 promotional credit was issued to your account for any inconvenience caused with the order.

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

Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:04/23/2023
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.
We purchased an ********************** ******************* Table (order 112-4490282-6442655) and an ************************ Faux ****************** Sleeper (order 112-4213152-3105051).The coffee table arrived with some minor damage.The sleeper sofa:(1) Was rescheduled by the delivery company several times without notice and we had to move an event because of it. We ordered the particular item from Amazon because of the expected delivery.(2) The delivery team did not have the proper equipment for delivery. This includes tools to installation and this includes a hand truck. Without the hand truck, they could not get the sofa from the truck to the house without ROLLING THE **** ACROSS OUR LAWN. I had to assist them (even though I am injured) and there was minor damage to the sofa while it was ROLLED ACCROSS OUR LAWN!!We contacted Amazon to either get the items replaced with a minor price adjustment or a major price adjustment. They said they could not help me, which does not seem realistic.
Business Response
Date: 04/24/2023
Hello ******,

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

I'm sorry for the inconvenience caused with the orders #***-4490282-6442655 and #***-4213152-3105051.

I've reviewed the details of the orders and the account and confirm that the information provided by our support team is correct.

In this case, if you wish to have the orders refunded, I request you to return the items before the return window on the items expires.

You can return most items sold and fulfilled by Amazon.com in new condition with all original packaging and accessories within 30 days of delivery for a full refund.

Our ********************* guides you through the process and gives you options for a return mailing label:

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

You can find more information about returns, including return shipping costs and methods, on our help pages here:

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

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/24/2023

Complaint: 19971840

I am rejecting this response because:
We cannot go without the furniture. We removed furniture in preparation for this furniture AND we have an upcoming family function and cannot risk not having the furniture redelivered in time. Why would you put your customer through that because of your delivery issues?

We either need (1) replacement furniture that is delivered as this furniture is picked up for exchange or (2) substantial refund to compensate. Those are the only 2 reasonable resolutions.
Sincerely,

***************************
Initial Complaint
Date:04/23/2023
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.
Latly I have not been getting my all my groceries from Amazon. If you look at my account just these past two months. March and April. It come up too 200 hundred dollars. When I put my order in its there, then that day customers service refresh the page and it looks like I didn't even place the order , it was deleted and I still pay that same price.They don't like caring water and I live on the first floor . I usually caring the items . Bet the delivery driver give me what they want. All I want is my groceries and not play around customers service. They put me on hold and refund be between seven and ten days. I now have to ask for acount balance or gift to put my get my money back Also last week a amazon truck employee past while I'm waiting for him. If I don't wave or chase the truck down the street I don't get my orders. From Amazon delivery truck.Thank you for hearing me and something have to change. Now I can't track my items they which is a big problem. Thank you .************************* ******************* ************
Business Response
Date: 04/26/2023
Hello Phebbie,

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 sincerely apologize for the inconvenience caused with the delivery experience you had with our delivery partners and rest assured that this is not the kind of service we want to provide our Prime customers. Fast, easy shipping and dependable delivery is something that we pride ourselves on at Amazon. I've passed your feedback along to the appropriate team for review.

With regards to the orders placed that were cancelled, I see the recent orders were cancelled due the multiple payment declines on the orders. If you are referring to any particular order, I request you to kindly write back to us with the order details so that we can review and assist further.

The canceled orders will appear in the Canceled Orders section of Your Orders (*************************************).

Further, We're unable to determine why your bank declined our attempt to charge your card. A charge can fail for many reasons, here are some things to check:

- Have you entered the credit card number correctly, without any transposed digits?
- Have you entered the correct expiration date? Has the date expired?
- Have you entered the billing address and phone number that match those associated with your credit card?
- Have you exceeded your credit limit?
- Has your credit card recently been reissued with a different credit card number and/or expiration date?

You may want to contact your issuing bank to ask about their restrictions regarding electronic or Internet purchases. If the card has been updated, we'll need that information.

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Initial Complaint
Date:04/23/2023
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 writing to file a complaint regarding the closure of my Amazon account. I was informed that my account was closed due to requesting too many refunds. However, I feel that this decision is unfair as I live in an unsafe neighborhood and have received several damaged or defective items.As a result of my living situation, I have been forced to request refunds for items that were either lost or missing. I understand that this may have raised a red flag for Amazon, but I assure you that my requests for refunds were legitimate.Furthermore, I was disappointed to discover that a second account I created right after the closure of my initial account was also closed. This has been a major inconvenience for me, as I have lost access to my account history and my ability to purchase items from Amazon.I kindly request that you reconsider the decision to close my account and take into account my living situation and the circumstances that led to my requests for refunds. I value my relationship with Amazon and would like to continue using your services in the future.Thank you for your time and attention to this matter.
Business Response
Date: 05/24/2023
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 20 April, 2023.

Sincerely,

****
Amazon.com
Initial Complaint
Date:04/23/2023
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.
REF: Order ID: ******************* Goods ordered on March 2, 2023, and delivered on March 4 were found to be misleadingly described and not suitable for the advertised purpose. After much discussion with Amazon AND the Third Party seller, the only solution was to return the goods to Amazon. The goods were received by Amazon on March 31. Amazon's published refund policy states "Most refunds are fully refunded in 3-5 days after we receive and process your return". Now, (April 23, 2023) I am still waiting for my credit and my complaints to Amazon are all answered with the same script about waiting until April **************************************************************** the meanwhile, the funds are earning interest for Amazon and I do not have access to them for my limited budget.
Business Response
Date: 04/24/2023
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 complaint details and I'm sorry to know that you haven't received refund for your return.

Upon investigating, I can see that your package received by carrier on Mar 31, 2023. 3-5 days is for bank's time frame to process refunds to account.

Once the carrier has received your package, it can take up to two weeks for us to receive and process your return. Some returns may take up to 30 days to process. You can confirm the same information about returns and refunds on our help pages:

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

Under this circumstances, we request you to contact us back after Apr, 30, 2023 if you don't see the refund processed on your order.

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: 04/25/2023

Complaint: 19971562

I am rejecting this response because: this does not comply with the public advertised returns/refund policy.
I have gotten the same script several time already and no one is listening to my explanation of the possible issue, and my evaluation of the problem, that I itemized twice without any adequate response.
I have had the same reply several times already. Yet no one can explain as to why it should take so long to process the return/refund. Your published policy mentions 3-5 days. In the past I have received refunds as soon as the *********** tracking number was scanned at the post office.
I suspect that something has gone very wrong with this process and this order # ***-4601897-8320244 which has been plagued with problems from the beginning.
Please read this and take the appropriate action or forward it to someone who can. This requires some specific attention.

Here are the issues -
#1 - I required only 89 tiles but the order was for 96 tiles as they are are sold in boxes of 12. The 8 boxes of tiles were shipped to me as individual pieces. 7 arrived in protective cartons. One box was not so protected. It arrived damaged. In fact that box was a return from another Amazon buyer an ****** *************************** according to the return shipping label that was still on the box Photos attached.
#2 - The 8 boxes were invoiced individually not as a lot.
#3 - In the damaged box, 4 of the tiles were deformed. The seller graciously gave me a partial credit of $37.94 for those 4 damaged tiles.
#4 - The item is misleadingly described. They are intended to drop into a suspended ceiling grid but they are described as being suitable for a glue-up installation. THEY ARE NOT!
The edges of the tiles are not straight and they leave gaps between them when butted up to each other. There are reviews from other buyers who have reported the same issue. The suggestions from the seller as to how to remedy the problem were not viable and involved too much labour and additional material. The prices for the labour that I was quoted by a handyman made the entire project untenable. At that point I decided to return them.
#5 - I started the return process and at first I was expected to pay for the return shipping and that I would be credited $3.99 for that. There were 8 boxes weighing about 10 pounds each! Finally I was told CS would issue prepaid labels for return shipping via **** I got one single label. when I told CS that I have 8 boxes to send back I was told to print the same label 8 times.
#6 - The 8 copies of the shipping label all had the same tracking number. *** cannot accept separate pieces with the identical tracking number. The *** solution was to strap the 8 boxes together to make one 83Lb. piece. I paid $10 for that.
#7 - The shipment was DELIVERED to the Amazon ************** in *********** ** March 31 and yet the Return/refund status still shows that you are waiting for it. Is someone waiting for 7 more boxes because they only got one piece?

Sincerely,

***************************
Initial Complaint
Date:04/23/2023
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 has closed my account and has not allowed me to continue using it, without clearly in forming me of the reason.
Business Response
Date: 06/05/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,

Amazon.com
Initial Complaint
Date:04/23/2023
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.
As far as Im concerned this is an invasion of privacy & attempted thievery. I went onto my Amazon account in the evening of April 22nd to purchase a PS5 Store Giftcard instead of using my Credit Card on the PS5 I had a code I could use instead on Amazon to purchase a PS5 gift card. After I pressed Buy Now my account was immediately locked and Amazon requested image / images of my bank statement to see the last 4 digits of my Credit Card even tho the purchase was made with Credits I had on my Amazon Account ( $150 worth ) They also requested other info such as Name, Address ext. I provided everything but the images of my credit card statement. A robot reply email immediately told me that wasnt good enough, Amazon wants my bank document. I called the Customer Support number and was told in the end my Best option was to open a new account if I dont want to comply and lose my $150 in Credits forever because Amazon wouldnt give them back either way. Absolutely pathetic business practice. Now because of this absurd nonsense I have to allegedly wait ***be a day or more before I can make my order. Youd think a day I was free to simply enjoy a game on my PS5 and get a gift card would be easy but Amazon made it difficult for no reason. No one Ive told today about this ever had this problem. I want Amazon to provide absolute assurance that whenever there done verifying my credit card statement that they delete it. And give total unrestricted access back to my account. Further since I have to wait according to the email 24 hours I want at least $24 in compensation in the form of Amazon credits. After I successfully make my purchase whenever that *** be I seriously consider permanently deleting my Amazon account.
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.

We're sorry to know about the inconvenience you've had.

I've checked the account registered with this email ID and can confirm that there is no hold on the account. We request you to login and try placing the order.

We hope to see you soon.
Regards,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I did not find the resolution satisfactory and still believe what happened to be unnecessary however Im dropping the matter completely.

Sincerely,

*********************
Initial Complaint
Date:04/22/2023
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 used my gift card balance to place an order, the order has been cancelled by Amazon which is fine.As the order has been cancelled, the gift card balance should be returned to my account. However, ********************** voided my gift card balance for $774.97. I want my $774.97 back to my amazon gift card balance.
Business Response
Date: 06/09/2023
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 gift card.

After a thorough research by our concerned team, it has been found that the gift cards weren't purchased from the account using which yo have contacted ** but a different account.

In this case, we will need to verify the ownership of the gift cards by checking the receipts which were issued by the store so that we can take further action.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:04/22/2023
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 was made September 21, 2021 - ****************** and the Last Crusade (4K ***) Order D01-6150778-5325036. This is a digital order. I am unable to play this purchase in ***, it will only play in HD. I contacted Amazon 23-April 2023 to resolve without success and have included the full chat with Amazon in supporting documents. Amazon offers ****************** and the Last Crusade (4K ***) to rent but not to purchase as of 22-April 2023. The customer representative told me to get the *** rental and they will credit my account but I cannot since I own the movie. They wanted to refund to repurchase but I refused since Amazon does not sell the movie in ***, they only rent in ***. I want to play the movies I purchased in ***. Offering them in HD only is not providing me with with what I paid for. Resolution: Play my movies in *** that were purchased in ***. A refund of my purchase is not an acceptable resolution since it is not available for purchase in *** any longer at Amazon.
Business Response
Date: 05/05/2023
Hello ******,

At this time, "****************** and the Last Crusade (UHD)" isn't available to buy from Prime Video. Unfortunately, I don't have any additional information.

Our goal is to always deliver the broadest selection of premium content to customers. Thank you for letting us know what content you would like to see. I have forwarded your feedback to the Prime Video team.

Thank you for using Prime Video.

As mentioned, I can help you refund both the video as well as the rental for you. Please reply to this email if you would like to go further with it.

Appreciate your patronage and being a Prime member.

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

Complaint: 19971000

I am rejecting this response because: I purchased this UHD in 2021. I understand it is no longer sold by Amazon but I already paid for it and expect my purchase to be honored. Amazon offers this in UHD to rent. I would accept a free rental each time I wish to view as an acceptable solution.

Sincerely,

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

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