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

58,057 total complaints in the last 3 years.
21,717 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:04/21/2023
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.
Ordered "used-like new" unintentionally #***-1340695-7355419 but it's noted as inspected. Item should have been a pair of show stretchers with accessories. Arrived with one metal rod and half the plastic bottom, not only is it missing most of the pieces as well as the second item to make the pair, but it"s broken. How did this pass inspection? I called CS ************ because I need something similar or comparable by tmrw. I was told the only thing he could do was refund my $15. I again stated I needed a replacement by tmrw, ended up demanding a supervisor, he wouldn't stop readng from a script. Supervisor again offered a $15 refund, I again clearly stated I didn't care about a refund, I just needed a replacement by tmrw. I explained I was heading to a cancer camp next week and my feet had swollen from the chemo, I needed the stretchers to help them fit better. Then she offered to refund my whole order $34 and load a gift card on my account. I need a replacement!! Then she told me to place an order and call CS back, they could add shipping instructions. So her best solution was for me to spend more money and I would have to spend 10 minutes to get through the automated system to wait 20 minutes for a rep to answer. All of this inconveince because you have an incompetent inspector and a CS team that doesn't comprehend a customers request? I stopped purchasing from Amazon a long time ago because of issues, it was my mistake to try again, back to ******* I go. By the way, no refund or gift card was done, literally they did nothing.
Business Response
Date: 04/23/2023
Hello *****,

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 reference the delivery and missing parts on your Order ID: *******************. We regret the inconvenience caused as well as the aggravation when you reached us.

While we see your ask, we will not be able to send a replacement. A refund was issued on this order on Friday, April 21, 2023 to your original payment method, precluding the replacement, you should see the refund in 3-5 days of issue.

If you so wish, you could place a new order.

Regarding the grading, we respect your feedback and have forwarded it to the appropriate internal teams. I do not have any additional information at this time.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/24/2023

Complaint: 19968584

I am rejecting this response because:
I want a manager or member of the corporate team to call me.

Sincerely,

*********************
Initial Complaint
Date:04/21/2023
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 would like to report Amazon for not having an accessible fraud department. I've had over ******* dollars taken from me so I contacted Amazon's customer service. I was informed they would send me an email with instructions on how to report fraud since they do not have an email address or a phone number to their fraud department. The email they sent me just had me log into my account and then instructed me to call customer service. I was on the phone with customer service while I was doing this and I informed them of the prompt and the individual said there was nothing else he could do. Then he instructed me to call my bank.
Business Response
Date: 04/24/2023
Hello ******,

I am ***********;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 inconvenience caused to you with unauthorized charge(s) noticed on your account. I'm sorry for the inconvenience caused with this.

To help you with this, I request you to kindly reply back to this email with the Charge ID(s) of the unauthorized charges to review the details of the charge(s).

A payment descriptor is text that appears on your bank, or credit card, statement, and shows details for which company processed a payment. Descriptors could include information such as the company name, date of the charge, and the State where the purchase was made.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time. So we would request you to reply back with the charge IDs.

Alternatively, I recommend you dispute the charges directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

For more information about identifying unknown charges on your statement, visit: ***********************************

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:04/21/2023
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 order an item 04/16/2023 and had it shipped to my work. The item was marked delivered on 04/18/2023 @633pm. This location closes at 530pm and I have hours set up for delivery at this location. It was an Amazon flex delivery. Amazon states they cannot refund or replace the item. Also. It stated handed to resident. It is a business location that its empty at 633pm.
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 to hear that you havent received your item from the order #***-9238823-2769809.

Based on the results of our investigation, we aren't able to provide a replacement or 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 ********************************************************************************************* 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. 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: 19968317

I am rejecting this response because: it was delivered by Amazon flex outside of the listed hours for my delivery address. It also says it was handed to a resident at a business. The business was closed at time of delivery. Amazon not back their own delivery services.

Sincerely,

*************************
Initial Complaint
Date:04/21/2023
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 a set of bathroom wigs from Amazon online on April 9th 2023. The rugs the original delivery fee was free no charge. I selected one day shipping and was charged $8.16 for one day shipping. Once I paid for the rugs the system generated a delivery date of April 25th which is not one day shipping that I paid for. I attempted to cancel the order for the rugs and Amazon sent me a message saying that that when it was canceled the system would be updated and I would be notified. Amazon never allowed the rugs to be canceled as I requested. The rugs were delivered on April 19th 2023 10 days after I paid for one day shipping on April 9th 2023. I contacted Amazon today customer service and requested a refund for the $8.16 and they refused to refund me the $8.16 that they deceptively and illegally violated e-commerce regulations with deceptive practices concerning shipping to consumers. The order number is 112-1637168-0577065. I realize it's only $8.16 but I can't imagine how much how many other people have been deceptively fooled into paying for one day shipping and not receiving it but they were promised and paid for. I will include a picture of my order where it shows shipping details one day shipping.
Business Response
Date: 04/25/2023
Hello *****,

I'm Pratap 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've reviewed the complaint and understand your concern that your Order ID: ******************* was not delivered as per one day shipping.

I apologies for the inconvenience that you have experienced in this case. I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

I've made an exception and issued a refund of $8.89 for shipping charges to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 04/25/2023

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:04/21/2023
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.
02/23/2023 I placed an order for a tattoo pen, ink cups, green soap, a table, and picture hangers. I received the green soap and table. Never received the other 3 items which totaled ******. It said it was delivered on 2/26/23 but we never received the package, and our security system never picked up one being delivered. I contacted Amazon support and they said I needed to provide a police report. I told them that I worked out of state and it would be a while before I would be able to. I made the report when I was finally in town and the police department office was open on 4/14/23. I called Amazon back on 4/21/23 when the police department finally had the report finished and I could submit the report. Now amazon is saying they could not do anything because a report needed to be made by 4/12/23. I went back to the recording of my original call, and that was never stated to me. I asked to speak with someone higher, and got hung up on because she said there's nothing they can do. **************** rep refused to give me her name when I called.
Business Response
Date: 04/23/2023
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: 04/23/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I have already tried their "contact us" through their website and called multiple times. They were of absolutely no help. They were rude and pretty much told me they could do nothing to help me. I am about to cancel both my business and personal accounts with them.

Sincerely,

*************************************
Business Response
Date: 04/28/2023
Hello ********,

A careful review of your account reflects that the correct information has already been provided. We wont be able to honor your request for a replacement/refund of your order. The email we sent you on March 1, 2023 stated that the report must be filed before April 12, 2023. I'm unable to offer additional insight on this matter.
Initial Complaint
Date:04/21/2023
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.
Yet again another late package on PRIME MEMBERSHIP. We pay for Prime and expect to receive our packages on time when it says it will be delivered. What's the use of Prime? I'll tell you what's happening... Amazon does what they can to get these stores connected on their site for the money that they give Amazon. Then if the store is connected to Prime, they pay Amazon more. What they get is a for sure sale right away. So Amazon doesn't even clear these online stores. They just connect them. Then they collect from them and us customers to use Prime which is really just BS. **** is way better.
Business Response
Date: 04/23/2023
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 delivery of your order #***-9932473-8840225.

Upon checking the order details, I found that the Estimated Delivery date which was provided for your order was Friday, April 21, 2023 As per Prime Shipping. The package was dispatched out of our fulfillment center on April 21, 2023 and as per the Amazon Logistics tracking, the package shows as delivered on April 21, 2023.

The Prime FREE Two-Day Shipping has and continues to reference the shipping method used, which has not changed. When items ship through the designated carrier, they are shipped using the expedited shipping method specific to Prime shipments. There may certainly be carriers currently experiencing some delays, but items are still shipping out with the same methods.

The Amazon Prime Shipping Benefits description page (*****************************************************************************) states, If the item you're ordering is out of stock or unavailable to ship immediately, the shipping method time starts when the item ships. For example, it will take two business days after an item ships to reach you with Two-Day Shipping.

Additionally, Amazon.com Help: Guaranteed Delivery Terms and Conditions (*****************************************************************************) also specifies The Delivery Date guarantee does not apply if we miss our promised delivery date because of an unforeseen circumstance outside of our control, such as a strike, natural disaster, or severe winter storm. Also, delivery scans might be inaccurate.

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:04/21/2023
Type:Billing 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 #: 113-7784629-2700207, Amount: $417.97, Payment Plan: 12-month Equal Pay [Billing Error]I placed the order listed above on March 8th, 2023. The following day, March 9th, 2023, I noticed I was charged for the entire amount: $417.97. I immediately called customer service and was assured that it was a temporary hold and that it will be adjusted to reflect the installment payment. This never happened, I've disputed the amount with my bank Amazon continues to deny the payment plan. I've called multiple times on April 21st where multiple service members agreed that it should have been charged at the installment amount, in particular, supervisor: *************************. No one at Amazon is taking accountability to correct the error. I am demanding the revised billing of the payment plan to reflect the installment amount! In the same manner my previous payment plans were billed.
Business Response
Date: 06/07/2023
Hello,

We have denied the customers request for a refund as customer was charged as per the listings. There was no over-charge. However, the installment option depends on the payment instrument used and the features available on it by the card issuer. Customer needs to check with their card issuer with respect to this concern.
Kindly request customer to reach out to their card issuer with regards to this complaint.

Sincerely,
******
Amazon.com
Initial Complaint
Date:04/21/2023
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.
Hello, I made a purchase on March 6 2023 via truevaluesuperstore their store on Amazon.com. From the moment I purchased this item it was proven not a good choice. The items was $31.00 however my gift card balance was charged over $53.00, then the product was shipped damaged. It has taken me over 30 days to get this resolved and when they finally offered me a refund it was not the whole amount. Now Amazon cannot refund this balance due to truevaluesuperstore being a third party seller and neither entity will not respond to my concerns...again!Please help me get this resolved.
Business Response
Date: 04/23/2023
Hello Charmeal,

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 incomplete refund amount that you received for your order of Roundup For Lawns1 Ready to Use.

Upon checking your order, I found it was sold and fulfilled by a third party seller. Please know, Amazon does not control the shipping or fulfillment process of items that are sold and fulfilled by third party sellers. Sellers hold their own inventories and responsibly ship the items directly from their inventory to customer's address using their own shipping and carrier methods. Sellers inventory could be located in a different city or even in a different country. It appears that the seller has deducted return shipping fee out of the full refund.

Although, we are unable to take any action on behalf of the seller on this order, however, I'd like to make onetime exception and offer you the remaining amount of refund in form of Amazon Gift Card balance. I request you to please confirm if you'd like me to go ahead and add it to your Amazon.com account.

We look forward to hearing from you soon.

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

Regards,

*****
Amazon.com
***********************************
Initial Complaint
Date:04/21/2023
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.
Sometime between the evening of 4/20/23 and the afternoon of 4/21/23, Amazon delete my account, as if it NEVER EXISTED, for an alleged policy violation, WITHOUT notice, knowledge, or consent, violating their own policy!!! Amazon was called today and SEVERAL CSRs and supervisors later, NO ONE could find ANY trace of the account. They attempted to look it up via email, phone number, name, SEVERAL order numbers, and even a charge ID, and there is absolutely ZERO EVIDENCE that the account EVER existed!! As for the policy allegedly violated, NO ONE could tell me what violation had occurred!! I believe, as I was told by a *************** Issues CSR, that no policy was violated on my end; and the account was erased maliciously, vindictively and as a form of retaliation because a complaint was lodged, not only with the BBB, but with the ****** I gave Amazon fair warning that I was going to do it, and they still refused to honor their written promise!! They called my bluff and lost!! NO ONE that I spoke with today had EVER encountered a COMPLETE erasure of someones account as if it had never existed!! The multiple people I spoke to were at a loss as to how and why this happened. I want the BBB to help me get to the bottom of this ordeal and help make policy change for the better at Amazon for customers!! And I want to be compensated for this horrific ordeal that has gone on for a MONTH!!I even had a supervisor, put me on hold for over 5 minutes and then transfer me to *** because I had the audacity to ask him to 1. Repeat his name and 2. Spell it for me!! When I asked him to spell it, he abruptly put me on hold, without a single word, and 5+ minutes later Im talking to ***!! I was contacted by an employee via email, and was promised a $15 credit to the account that I never got, BECAUSE THE ACCOUNT NO LONGER EXISTS!!!
Business Response
Date: 05/18/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 5/18/23
Initial Complaint
Date:04/21/2023
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 called customer support regarding the Kindle Paperwhite. I was told that they were aware of issues with the device and were working on it. Their solution was to offer me a discount on an upgrade. So, the solution was for me to pay more money for a device that doesn't even work properly.I declined that offer because, well, I'm really not that stupid.
Business Response
Date: 04/23/2023
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
*****************************

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