Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,679 total complaints in the last 3 years.
22,038 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:
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 purchased an item under Order# ***-6850571-1878664 on March 26, 2023 for a client for $1,149.07 This was ************ items purchased to determine their needs. However, the client wished to go with more robust hardware. This order, along with ORDER # ***-3369203-3348220 were both returned to Amazon. The latter has had its refund processed but the former, ***-6850571-1878664, has been denied by Amazon.I have chat transcripts, recorded call(s), and tracking information trying to reach a resolution with the company.I have also submitted a dispute with my credit card company. They advised me to also file here.The tracking number for the item in question is: 1z9e791x9036619495 ****** It was delivered on April 5, 2023.I have reached out to this company multiple times, including their executive side. They've stated that the product that was returned was marked as having a different serial number. I don't check the serial number(s) of any item I receive from **********************. What's striking is I'm told this occurs somewhat frequently where a representative reads/types something in incorrectly. To top it off, the correspondence amazon sent to me states they disposed of the item they received, how do I know if they're being honest? After being with them for a decade, this has been a very souring and frustrating experience. ESPECIALLY WITH THAT AMOUNT OF MONEY and them stating they threw the product away!I'm attaching all documentation and proof.
Business Response
Date: 06/06/2023
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.
We received your email about order 114-6850571-1878664. We have researched this matter and confirmed that the dispute in question has been resolved in your favor.

Please contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon Marketplace purchases before contacting your card issuer. For more information, visit the page: www.amazon.com/gp/help/customer/display.html?ref_=hp_bc_nav&nodeId=G59PXSUWUFR92NUQ.

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

*****
Customer Answer
Date: 06/09/2023

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: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 have placed an order on amazon.com for party supplies I decided I didn't really want to take on the full amount of the items. And wanted to pay in four using quad pay. I have a pay in 4 plan for $42.00 every two weeks in place with quad pay to pay $168.01 in total over 8 weeks. In addition Amazon charged my regular bank that same amount and I can not get Amazon to refund it I certainly did not receive double the product but with in the next 8 week pay cycles I will have paid $125.14, $26.96= ****** plus 42.00x4 for quad pay I need one of the charges refunded and returned to my bank account and ********************** refused to assist
Business Response
Date: 04/23/2023
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 order payment.

Unfortunately we aren't sure why any other card would be charged on your order. I understand you wanted installments. Unfortunately in this case, we are unable to change the payment method and charge you for other card.

Please check with your bank to see if they can help you with installments in this case.

While I understand this may not be appropriate, however, you can return the items back for a full refund if they're unopened.

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.
***********************************
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 got a new phone a month ago I tried to change my phone number,, but account sent 2 step verification to old phone number.I sent my ID to remove 2 step verification. Instead of removing it - every representative reset my password, reactivated the 2 step, and made me go through the process again. They said they "escalated" the issue. Have called over 10 times. Every single time, I was told the same thing. They said it was "escalated" which is a lie. Nobody escalated anything. Have not been able to access account for 2+ weeks
Business Response
Date: 04/22/2023
Hello Masha,
.
I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We're sorry to know about the issue in accessing your account.

We do not see any two-step associated with this account. If this is the email ID associated with the account, please write us back with the below requested information and attach a govt ID proof for further assistance.
1) name on the account:
2) Old phone number:
3) New phone number:

If the account is associated with another email address, please contact us from that email ID and include the above information.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:04/20/2023
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.
Amazon is charging me for purchases I did not make because my identity was stolen. They are making excuses like they always do and I will now be reporting them for fraud and closing my Amazon account permanently.
Business Response
Date: 05/19/2023
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 account.

I've checked with the concerned team and they have confirmed your account is now unlocked.

We understand you wish to close your account and delete your data.

Protecting your privacy and the security of your data is and has always been a top priority for us. The most secure and straight-forward way to submit the request is to follow the steps below:

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu, tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and click "Close My Account."

Please note that if you have multiple accounts, please follow the steps above for each of them to ensure that we have the correct authority to take action on each account you wish to close. By requesting the permanent closure of your Amazon account and the deletion of your data on any Amazon site, youll lose access to all of the products and services across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password), such as international Amazon sites (e.g. amazon.co.**, amazon.fr, amazon.com.mx), Audible, etc.

A confirmation notification will be sent to the email address associated to your account or via text message. Youll need to reply within 5 days to verify your request.

If you are experiencing issues with logging into the account you wish to close, visit the Help page below:

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

We look forward to see you soon.

--

Regards,
Praveen M
Amazon.com.
*****************************
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.
Order date Apr 14, 2023 Order #***-6905436-1110625 Order total $65.30 (1 item)Still has not shipped and requested order to be cancelled multiple times in the past three days. Amazon refuses to cancel item claiming it to be in advanced shipping stage.It has been showing as being in shipping now for past four days. I was told order was cancelled this morning but then told it was being shipped. I do have the messages as well as screen shots of conversations pertaining to this item.All I want is to cancel item to receive a full refund. This should not be complicated. **************** is being fully ignored by Amazon. This is part of last conversation.*** | **************** As much as I want to cancel the package here however I don't have the option since it already entered the advance shipment
Business Response
Date: 05/01/2023
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 to learn that you were unable to cancel the order and neither the customer service were able do that.

*****, whenever you place an order, after sometime, it is sent for packing from where its impossible to be stopped. In this case, the only option was to refuse the package when it arrives or return the item back to us for a full refund.

As the shipping speed selected was free shipping, it usually takes 5-7 business days to deliver and hence takes time for it to ship.

I see that the order is now delivered. If you wish to return the item back to us, go to our Online Returns Center:

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

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.
***********************************
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.
Amazon unrightfully removed me from the amazon community and restricted my account's ability to contribute reviews, ratings, customer questions and answers, and other Community-related content.This was based on a message I received:"Customer reviews, ratings, and votes are meant to help customers make informed purchase decisions through unbiased product feedback. Product reviews, ratings, and votes that violate our Community Guidelines and our Customer Product Review policies are not allowed.This account can no longer contribute content for the following reasons:-- Reviews, ratings, and votes were posted in exchange for compensation, such as gift cards, product refunds, review swaps, or free or discounted products"I believe this decision was made in error. I have never posted a hateful or misleading review. My account follows all current policies and I believe I was wrongly flagged. Out of the reasons listed it is stated that my account was made "primary purpose of writing reviews, rating" this is untrue which you can see as I still very actively and extensively use amazon for purchases to this day. I even have an Amazon credit card attached to this account. That being said, using amazon more than your average customer I believe it is unfair that my ability to leave reviews, votes, rating wtc. has been removed.I have never asked a seller for a free product in order for a review. It has been nearly a year or so since the ability has been taken away and I would like to regain community access.I have gone back and forth with multiple customer service reps who have claimed to resolve the issue to no avail. I finally after months of trying got the appeal which which sent a generic message saying we do not regrant access with no evidence or explanation in detail as to what was done wrong. They have repeatedly sent the same generic message with no resolution.Very Respectfully,****
Business Response
Date: 04/24/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the issue related to the account reviews.

Based on investigation done by concern team, We have noticed unusual reviewing, rating, or voting activity associated with this account and determined that the ban is valid and the account will remain banned. Based on the nature of our work, we are unable to provide any additional information regarding our investigation.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

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

Complaint: 19960963

I am rejecting this response because:
No resolution or partial resolution was met, no additional information was provided to me other than the original claim as to why the ban was initiated.

********
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 apple airpods and the box arrived empty and they refuse to refund me Order #***-4111256-6178617 i paid ******
Business Response
Date: 04/24/2023
Hello Yenta,

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 order.

I've checked and see that your order was delivered to a freight forwarder. Since this item was sent to a freight forwarder, I'm not able to replace or refund the item. I recommend contacting your freight forwarder for more details. We don't have any more insight or information about this.

For more information about freight forwarders visit:

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

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: 04/26/2023

Complaint: 19960725

I am rejecting this response because: amazon is refusing to refund my money even though they clearly did not deliver the item as can be seen in the photos provided previously. i am very disappointed in their service in this case as they refuse to take responsibility when they are clearly at fault

Sincerely,

Yenta Shprintza
Initial Complaint
Date:04/20/2023
Type:Delivery 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 contacted Amazon about cat flea medicine I ordered but never received. I live in ******** and **** and ordered it to my ******** address ******************************************** It has not come despite it being labeled as delivered. Ive checked with my family in ******** and it has not come- but it said it was delivered. Ive checked w neighbors- etc and no one has it.It must have been stolen off our porch.I gave it a long time before reporting this but amazon wouldnt help me. They booted it up to someone else instead of just giving me my refund since I never got it.I have had them have to have someone else contact me in 48 hours before due to defective honey- and the only way they listened and made it right was when I reported it to the BBB. This is getting ridiculous. Im a great customer of theirs! I didnt get the cat flea meds so it had to of be stolen off my porch since it was delivered. I want the company to send me a refund Bc I had to go somewhere else and get my cat her neck flea medication. I just want a refund.
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.

Were sorry to hear that you havent received your item(s) from order #***-1500125-0193808.

Based on the results of our investigation, we aren't able to provide a replacement for this order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ************************************************************************************ for more information.

We advise you to contact **** in order to pursue this matter further. We also 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.

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

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 purchased door mat on Amazon website on March 4, 2023. My order number is 112-2702680-2676209. I returned the item few days after I received it through *** with a prepaid shipping label. *** tracking no is 1Z8Y5R462643106608. *** noted on the tracking that they damaged the item and it's lost. When you check it, you see this note: All merchandise is missing and the empty carton was discarded. *** will notify the sender. I told this to Amazon team who are not even in ******* many times and demanded to receive my refund for $140 but as they're not American, they don't understand and they are terrible in problem solving. They kept on sending me same copy-paste emails. Amazon says I need to return the package back to them to get my refund and *** damaged the package and discarded it. So, how can I return an item that *** damaged and threw to trash? I demand to receive my refund for $140.
Business Response
Date: 04/24/2023
Hello Rengin,

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 return of the item.

As *** damaged the item and is returning the item to you, you may want to return the item back to Amazon again. If the item has been lost by ***, then you will need to file a claim with the *** as a sender of the package.

Unfortunately there is nothing we can do in this case.

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: 19960582

I am rejecting this response because:
As you can see in attached copy of *** tracking, *** states: All merchandise is missing and the empty carton was discarded. *** will notify the sender. *** will notify the shipper about the damage.
I called ***. *** says I am NOT the sender. Amazon is the sender because I sent this package with a prepaid shipping label provided by AMAZON. Sender is AMAZON. They paid for the shipment, not me. Therefore, *** refunded the damage claim back to AMAZON, not me. *** told me that AMAZON has to pay me for this item and they will not pay to me. I can't even open a claim with ***. They don't open claim because I am NOT the sender. Again, AMAZON is the sender.
Therefore, AMAZON has to pay my money back to me. Otherwise, AMAZON will be doing fraud by keeping my money. I don't have the item, I returned the item back to AMAZON. It's not my fault that *** damaged and discarded the package.

Sincerely,

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

I appreciate your patience. I've checked with the concerned team and they have confirmed that the refund cannot be issued. As the *** disposed the item, you will need to check with them for the resolution.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,

Praveen M
Amazon.com
*****************************
Customer Answer
Date: 04/28/2023

Complaint: 19960582

I am rejecting this response because:
*** stated to me that I am not the sender. You can see in attached document. Amazon is the sender because Amazon paid for the shipping and provided me with prepaid label for the shipment of the lost and damaged package. Therefore, *** states that they will not pay to me for the loss of this item. They state that they already paid to Amazon and I need to get my refund from Amazon, not from ***. *** told me over the phone that they already paid to Amazon for the damage of this item. Amazon has to pay me. If Amazon doesn't pay me, they'll keep my money and ***'s money for the claim so it will be a scam.
Amazon has the worst customer service right now. They're outsourcing it to ***** and I can't even speak with Americans located in the U.S. That's why they can't solve any problems. I demand FULL refund for the doormat I sent back to Amazon. It's $140.

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.
On April 11,2023 placed order number 114-5149874-3363422 for ****** princess power wheels jeep. Was supposed to arrive Sunday April 16 but did not arrive until Wednesday April 19. Opens the box and assembled but realized I was missing quite a few pieces and damaged . I contacted Amazon. They were helpful and said they would request a refund without a return. I received an email asking for photos of the missing items, which is kind of hard to do. I attempted my best and included the damage item. They said after receiving these it would need to be returned for a refund. Ok, so I contact them again asking how I need to return and they state it's non returnable. It says so right on the website and they must follow protocol. The website also said eligible for refund or replacement which they said was not possible. I am stuck with a ******************************************** even close to looking like what I purchased. This was a gift for my daughters birthday. She has been waiting very patiently to receive it and now issues that Amazon is not willing to assist with.
Business Response
Date: 04/29/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the refund for the order# ***-5149874-3363422 as you received the item with missing parts.

Based on investigation, We are unable to take actions based on the pictures sent, there is no damage visible besides some scratches and a discount was already issued.

As this item has manufacturer support available, I request you to contact the manufacturer to see if they can offer further assistance.

If they don't, you can forward their confirmation email stating that no actions are available on our end to check for further options.

Manufacturer information:
Tech Support URL : *****************************************
Phone Number : **************

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 04/29/2023

Complaint: 19960533

I am rejecting this response because: the pictures only show the dashboard damages as missing parts can not be photographed. This power wheels car is missing parts and has damaged pieces upon arrival. This is not the quality I was expecting and for this amount of money, I could have purchased a fully functional non damaged car. I am very dissatisfied with the quality and wanted to return the item to be able to purchase a car that is operational and not damaged. I understand that the manufacturer may or may not be able to replace all of the missing item, however if it arrived damaged before even using it the quality is an issue and need addressed.

Sincerely,

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

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