Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,536 total complaints in the last 3 years.
21,500 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: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,

*************************
Initial Complaint
Date:04/22/2023
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.
Amazon **************** are racist and discriminating against me. I called over ************************************************************************************ One Agent credited my account $75 dollar, now An. Amazon. agent has put a hold on my account claiming i fraudulently acquired the Amazon gift card, which in fact an Amazon customer agent credited me that gift card, he had a ******* accent on my very first call to. Amazon on 4/22/2023. The Amazon Agents put a hold on my account because the know i couldn't verify the gift card which amazon is requesting to get my account off the hold status, this is literally retaliation. I kept calling back i get hanged up on, the agents wouldn't help me at all in this matter, they are literally refusing me to get a supervisor which i spoke with quite a few today so now i know that these very agents are bias and discriminating against me. I never had to call a company phone so many times and greeted with this type of behavior. If Amazon stand behind this kind of customer service i dont need to do business at all with Amazon. my Amazon account phone number is **********, i need all calls from today 4/22/2023 to be reviewed. All agents should be held accountable for emotional damage that was done to me
Business Response
Date: 05/17/2023
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 5/17/23
Customer Answer
Date: 05/17/2023

Complaint: 19970996

I am rejecting this response because:

Sincerely,

Quem *****

I sent everything to Amazon and yall still denied, so stop acting like yall are trying to help me, refimund my order for the $50 lyft card to the original payment and let me get on my way. **** credited $75 to my account and then blocked my account due to retaliation and discrimination
Business Response
Date: 06/19/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
Firstly, Please accept our sincerely apologies for the inconvenience this has caused.
We have looked into your concerns regarding the unauthorized charge and the account access issue.
We have taken appropriate measures to secure your account and I can see that you are able to access your account recently. As for the unauthorized charge we understand that you had disputed these charges with your card issuer .We have researched this matter and confirmed that the dispute in question has been closed in your favor.Please contact your card issuer for more information about reimbursement.

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

*****
Customer Answer
Date: 06/21/2023

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,

Quem *****
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.
Supervisor ***** has refused to replaced it. Now they want to do it future refund. I will allow a refund last week. It must be received last week so that it will be received last week
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 refund concern on your Order ID: ******************* and have reviewed the issue in detail. We will not be able to issue a replacement on this item.

The item was sold by a third party seller, MoneySaver, and they may or may not have options to replace. I recommend you wait for the return to come in and the return/refund would be processed as applicable.

It can take upto 30 days for a return to be processed once received by the carrier. In exceptional cases it can take upto 60 days, but often it is way sooner.

We appreciate your patience.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 04/25/2023

Complaint: 19970519

I am rejecting this response because:a replacement is the only acceptable resolution. I am disabled and need my notebook computer immediately. I notified you that I will accept a refund and reorder LAST WEEK! Your lame response is evil,rude, unthical and unacce;prtable! get off your fat backside and resolvew this LAST WEEK!!!
yOU ARE IN VIOLATION OF POLICIES FOR ABUSING ME!!!!!!!! *********************************************************

Sincerely,

***********************
Initial Complaint
Date:04/22/2023
Type:Sales and Advertising 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.
Twice this year while shopping on Amazon, a box will appear on the right upper side that says if I have purchases above *****, then shipping is free. When I populate the cart with more than *****, the box will say that my order is eligible for free shipping. When I go to my cart, shipping charges will be added. The box doesn't say anything about Prime, as Prime would allow me free shipping on most eligible items below *****. Both times I backed out of my order and shopped somewhere else.I believe this is a deceptive business practice and must stop.
Business Response
Date: 04/24/2023
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 trouble you had while ordering.

In order to qualify for free shipping, your items should be shipped by Amazon. I would request you to please help me with the links to the items which you are trying to purchase so that I can help you further.

If you wish to get live support while ordering, you can reach out to our customer service department via phone so that they can help you further.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 04/25/2023

Complaint: 19970126

I am rejecting this response because: The issue in not that I need help shopping, but that I'm being told that the free shipping is based on my shopping cart amount, and not how or by who the product is shipped. So, my complaint still stands.

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.
On 4/15/23 I received a fuel pump assembly, order 112-9189707-9892209 for $61.76. When my mechanic attempted to install, item literally disintegrated, making return impossible, requiring mechanic to discard, then I had to pay for garage's item, full parts AND labor with a big bill. Amazon rep **************** was extraordinarily rude, refusing transfer to supervisor & abusive. I demand returnless refund of $61.76 to bank card used, or next stop bank chargeback. If you want to throw away your money & pay double to replace worthless parts with zero customer service, this is the site for you. *************************
Business Response
Date: 04/24/2023
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 trouble you had with the item.

I've checked the previous correspondence and see that the mechanic threw away the item. As a reason you are unable to return it back to us.

Unfortunately any issue with the item needs to be discussed with customer service and action is taken by them on case to case basis. In this case, we are unable to refund as the item is non returnable.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 04/25/2023

Complaint: 19970021

I am rejecting this response because: Amazon sold rejected customer return, then released funds, THEN recharged, which is double dipping fraud. I have filed bank chargeback & urge customers to avoid at all costs.

Sincerely,

*************************
Initial Complaint
Date:04/22/2023
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.
I just got an email that said this after my account has been locked for basically no reason, and I don't have other accounts. This is my only account. And this is what Amazon replied. "Hello,We have removed access to this Amazon.com account and canceled all open orders.We took these actions because our records show that this account is related to another account that was closed by Amazon. You will not be able to access your account, or place any orders. We also advise you not to open more Amazon accounts, because they will be closed automatically.Due to the proprietary nature of our business, we are unable to discuss other accounts with you."
Business Response
Date: 04/29/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We will be also be unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 04/29/2023.
Sincerely,
***
Amazon.com

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