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

57,582 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:04/20/2023
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.
Amazon.com purchase on 18 APR 2023.Order# ***-4454942-8825008, Magnifying Glass with Light and Stand, 10X Magnifying Lamp, 2-in-1 Desk Magnifier with Light, Craft Light Lamp with 3 Color Modes, LED Lighted Magnifier with Light for Close Work Reading Repair Crafts Sold by: ZTree $37.59 Condition: New Description of item is inaccurate and I requested a refund under the Amazon Prime Guarantee which states very specifically that return would be free!************************** ********************************************************************************* Payment Method Rewards Points Amazon.com **** Signature **** **09 Order Summary Item(s) Subtotal: $37.59 ******************** $0.00 Total before tax: $37.59 Estimated tax to be collected: $2.73 Rewards Points: -$15.80 Grand Total: $24.52 When processing the return it says I have to pay $7.99 for *** pick-up which has never happened before. There are NO options for free returns given.Complaints to Amazon fell on deaf ears as the supervisor stated it was a new policy!I expect a full refund with no return shipping cost to me and I expect for them to immediately either remove all traces of free shipping from the ads or cease charging shipping costs as per the currently advertised policy.Also, all Prime members affected should be allowed a refund of their membership fee as it is based upon a lie! If there is no longer free returns as advertised, that is false advertising. Amazon should immediately clarify and publicize their position on this issue.
Business Response
Date: 04/23/2023
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 regarding the refund for the returned item Magnifying Glass with Light and Stand, 10X Magnifying Lamp, 2-in-1 Desk Magnifier with Light, Craft Light.

I apologies for the inconvenience that you have experienced in this case.

There was a change to our Return Policy and customers are now charged $7.99/$11.99 (depending on the size/weight of the return) for *********** for all return reasons. Instead you can choose from free drop off options such as Whole Foods Market, Kohls, Amazon no-box, no-label, etc. However I see that you have not been charged for return shipping for this order.

Upon checking I see that the refund of $40.32 has been issued to your original payment method on Friday, April 21, 2023. 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. You can view details of the completed refund on your Amazon.com account:

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

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: 04/27/2023
The company apologized and refunded the transaction in question as well as my annual Prime Membership renewal fee.
While I am no longer financially harmed by their recent actions, the original complaint remains a valid complaint because it reflects an unlawful and poorly documented policy change and a violation of the terms agreed to at the time of membership renewal for all members who renewed within one year of the change.
The specific circumstances and/or locations that allow for free returns versus returns that MIGHT be charged for return shipping are neither fully explained, itemized, nor properly documented in any of the recent policy change.
I am formally requesting an explanation of exactly how each category of return will be classified as a free return or require a return shipping fee. Also, will there be a reinstitution of the policy that allowed people to receive a code to show to our local *** drop off center to return items at no charge and with no labels?

***********************
410 **********
******, ** 93444
**************
********************
Initial Complaint
Date:04/20/2023
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.
All details are found in the attached four pages.1. Page 1 is for blazer ordered on April 3, a ****** Men's **** Leather Blazer Regular Ranch Tan 42R for $199,99, with tax of $17.25, the total equals $217.24. Shipping and Handling $0.00. Sold by The-Apparel-Factory, an Amazon affiliate. 2. Page 2 at the top is the Amazon web page for this item on April 13 when is was listed as $30 less, but note my April 3rd purchase is mentioned at the top. It says the item is eligible for refund or replacement. At the bottom of the page is a photo of the blazer that I was sent, which was not only a different brand but with no size listed. It is smaller than a known size 40 I have compared it with.3. Page 3, while shipping and handling are listed as $0.00 on my Order Summary on page 1, I had to pay *** $91.52 for shipping and handling to receive the delivery. This was NEVER mentioned in any communications until notification from *** a couple of days before delivery.4. Page 4 is the *** shipping label which shows that the blazer was shipped from *******, ********.5. In summary I have paid at total of $308.76 for a wrong coat that does not fit.Amazon has an online video about how to address problems with their affiliate sellers, however, for this item many of the links referred to in the video do not exist. I called Amazon customer service several times and they always say they will contact me by email within 48 hours but it never happens.
Business Response
Date: 05/08/2023
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 you received a different brand and an incorrect size ****** Men's **** Leather Blazer Regular Ranch Tan.

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

Upon checking I see that a refund of $217.24 has been issued on Friday, May 5, 2023 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: 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:04/20/2023
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 received a damaged item today under order #***-2857302-0253063. Amazon expect me to return via *** and wait 60 days for a refund when an accommodation could be made due to the customer service failure where a refund is issued once *** tracking indicates that the item has been picked up. Unfortunately, I've had to sift through multiple layers of Amazon incompetence in an effort to get my issue rectified. I will be filing a dispute with my van as a result.
Business Response
Date: 04/23/2023
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 regarding the refund for the returned item **** Wireless Portable PA Speaker System -1200W High Powered Bluetooth Compatible Indoor&Outdoor DJ Sound Stereo Loudspeaker wITH USB MP3 AUX 3.5mm.

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

Upon checking I see that refund of $200.61 has been issued to your original payment method on Friday, April 21, 2023. 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. You can view details of the completed refund on your Amazon.com account:

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

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
Initial Complaint
Date:04/20/2023
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.
In the past 2 months, Amazon has send over a dozen orders via ***** which does not service my building as a rural address.. I have spent over 5 hours on the phone with amazon in the past month to re-order these items, and track my refunds while **** returns these items to Amazon. This takes weeks, and in some cases Amazon reduces my refund amount because it takes weeks for **** return the items which Amazon wrongfully sent via a carrier that does not service my building. The Aspen postmistress told me "some days we send back 200 amazon packages a day.. it's a problem Amazon refuses to address or fix". **** is not allowed to release the packaged to me, they legally do have to return the packages to Amazon because **** does not cover half the homes in Aspen.I have spent hours explaining this problem to *********** reps promise to escalate the issue, but I never hear back with a solution or resolution,. Tonight I waited 30 minutes for a "LEAD" to come to the phone. The LEAD either could not or would not understand the issue and kept saying "it's delayed". The delays and custom delivery arrangements I have had to make have cost me over $300 to date for these dozen items as I have to pay a store to receive my packages for me. I have spent hours on the phone trying to resolve this issue since it does not happen again. I am seeking compensation of my out of pocket costs as I do not believe the problem will be solved unless I seek compensation form Amazon for the cost of the problem they cause with most deliveries. Order 111-2719133-7166646 is the most expensive to fix as it will arrive after I leave my seasonal home and will have to pay a property manager and cleaning crew to drive (2 hours roundtrip, 4 hours total time) to accept and install this item in my absence at a cost of $140. Seeking compensation as 5 hours of phone calls have failed to resolve the issue.
Business Response
Date: 04/23/2023
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 regarding the delivery of your item Casper Sleep Comfy Mattress Topper, Queen and the delivery issues with the carrier ****.

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

Upon checking the **** tracking I see that the item is successfully delivered to you. Please reply back to this email if you have not receive the item.

If you do not prefer to have **** as the carrier, the best option is to have it deprioritized. While deprioritizing **** doesn't eliminate it as the potential carrier for the customer's orders, it will lessen the likeliness of it being selected. With that said, we're unable to manually select a carrier to fulfill the customer's orders, as it is automatically selected during the ******************** phase of the order based on feasibility.

Also please share the second order number which was shipped via **** and you had faced delivery issues.

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 in this matter.

Regards,
Pratap
Initial Complaint
Date:04/20/2023
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 had tried to correct my digital kindle and books and had asked to remove my old books and kindle books by a report to digital services. Which I had published. The reason because I had changed bank accounts. The reason I wanted my digital kindle and books removed was because I did not receive any royalties payments this year. I am the author of these books, please have my digital kindle and books remove from the following.Beauty School Helper (kindle)***** the Movie (kindle)************************* (kindle)***** the Novel (kindle)Watch Dog of the Estate (kindle) and book Injustice on Women in the Society (Kindle) and book The Right to Be Informed (kindle) and book The Gamers (kindle) and book I had published some new books and the second day without warning my books were removed. Maybe they misunderstood me?
Business Response
Date: 05/03/2023
On 5/3, a member of KDP's Executor Customer relations reached out to **************** to advise that we cannot assist with corrections of her books (removing them/republishing) as she has multiple KDP accounts that have been terminated for violating our guidelines. We've reviewed the terminations to ensure correct actions have been taken but are upholding the decision.
Initial Complaint
Date:04/20/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased several items for use and the item stated it could be returned when ordered. I ended up finding that upon opening several of the protein shakes they were spoiled with curdled milk in them. I tried to get assistance from amazon support and they did not provide it. They told me i could not receive credit. Then they told me to send photos and provided an email with incorrect information which is causing me to waist more time. I want a full refund for the Premier Protein shakes that are bad. I have provided 5 emails and photos attached to them. The only thing I get is a reply asking for a hand written note with my name which makes no sense I don't know why this is occurring. They have the information I used my card on to purchase these and my prime account.
Business Response
Date: 04/23/2023
Hello Namequa,

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 you received defective Premier Protein Shake 30g 1g Sugar 24 Vitamins Minerals Nutrients to Support Immune Health **** 12 Pack.

I apologize for the inconvenience that you have experienced in this case. I've forwarded this feedback to the appropriate team for further review on it.

I've issued a refund of $29.98 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. You can view details of the completed refund on your Amazon.com account:

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

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
Initial Complaint
Date:04/20/2023
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 from Amazon.com and paid extra to have my package shipped and delivered for Friday April 14th. One package did not arrive. I contacted customer service on Sunday April 16 and the agent told me they had refunded my order of $204USD. I checked my account today April 20th and nothing was in my account. I contacted customer service again and was told the refund was cancelled because of how it was shipped. I talked to a team lead and was told they cant issue a refund back to my original payment method but they can issue me a promotional credit of $204 and it would be reflected in my account. There is nothing showing in my account so I contacted customer service again and now they are saying they cannot issue a refund nor a promotional credit and nothing can be done for me.
Business Response
Date: 04/23/2023
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 am so sorry to hear of the issue you have shared with us regarding the refund for the item that you didn't receive.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

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 in this matter.

Regards,
Pratap
Customer Answer
Date: 04/26/2023
Hello,

Attached I have provided screenshots with customer service where 3 people have confirmed I would receive a refund for my order. Then all of sudden when I went to confirm with another agent when I would receive my refund in the form of a promotional credit they said I am not getting it anymore.

Order number 111-3727300-6682658

********
Business Response
Date: 04/29/2023
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 am so sorry to hear of the issue you have shared with us regarding the refund for the items that you didn't receive from Order ID: *******************.

I apologies for the inconvenience that you have experienced in this case.

Upon checking I see that all of the four shipments in this order has been marked as delivered to the Freight Forwarder. Hence we are unable to issue refund for this.

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
Initial Complaint
Date:04/20/2023
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.
I've been seeing all over ticktock to check your Amazon account under subscriptions because people are being charged for subscriptions they have not signed up for. I happen to check mine and found I was paying for Amazon music and never signed up for it I canceled it immediately and I want a refund immediately. I'm attaching a screenshot of the billing I've never once used Amazon music. How can this even be legal? *******************
Business Response
Date: 05/04/2023
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 am sorry for the inconvenience caused to you with the Subscription charges on your account. To help you with this, I have checked your account details and see that you had contacted our customer support team and they had cancelled the Music Subscription on your account, stopped the auto renew option and have issued your refund. The refund will reflect in your original payment mode within 3- 5 business days.

We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 05/06/2023

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:04/20/2023
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.
Do you not realize porch robbers are a problem???Please put packages behind my garbage cans behind my garage. Thats before you even arrive at the house. Its a shorter walk. Porch robbers are a problem. You have been asked numerous times over previous 6 months to simply drop it behind my garbage cans behind my garage. Most times they simply drop it right on my door step. I dont get a knock or ring of the bell. All the porch robbers on the street see it before I do. And 90% of the time Im home. If its stolen, you dont do a thing. You dont reorder and redeliver. You dont insure. THIS IS BEYOND LAZY. You are paid to deliver it. From here out please pay $5 every time a package is put on on my doorstep. That will help fund my porchbrobber insurance fund. You are being paid to deliver packages. If you fail to take a simple precaution to stop porch robbers, then refund the $5 or so of shipping costs to help fund my porch robber insurance fund. Otherwise simply do as asked and drop it behind my garbage cans behind my garage. Sometimes I order multiple of the same item at the same time and they are delivered separately. If you cant take precautions then please hold and deliver together.
Business Response
Date: 04/23/2023
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 really sorry about the problem you had with the delivery of your orders. I've forwarded your feedback about your delivery experience to our shipping department--I know they'll want to hear about your experience.

We're aware that our choice of delivery services reflects on our business as a whole, and we appreciate your feedback.

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: 19962717

I am rejecting this response because:

this has been a problem for a while. When you start delivering with some hint of hiding from porch robbers we can approve ticker closure. Directions are in my delivery directions. It is relatively simple.

Sincerely,

*****************
Initial Complaint
Date:04/20/2023
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 have pre ordered two items from them that both had a release date. They tell me they are having stock issues and have delayed my order, but they then have the same items I pre ordered in stock just at a higher price. This clearly is stock and price manipulation, plain and simple. The items in question were two masters of the universe origins action figures and Amazon routinely has been pulling this unsavory maneuver.
Business Response
Date: 05/04/2023
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'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.

Regards,

***********************
Amazon.com
*****************************

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