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

58,675 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:
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.
this order was returned back to amazon over 7 weeks ago and they still have not refunded my credit card, the return tracking number shows proof of return and that amazon got this return back, yet they still have never refunded my credit card..........i am demadnign a refund to my credit card ASAP ORDER PLACED March 4, 2023 TOTAL $157.69 SHIP TO Summer ORDER # ***-3458968-8889824 View order details View invoice
Business Response
Date: 04/22/2023
Hello summer,
.
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've reviewed the complaint and understand your concerns regarding the return of the order #***-3458968-8889824.

While most of the returns are received and processed in 14 days, occasionally few products take longer to be received and processed by our return centre. In this case, we request you to wait for 30 days from the date the product is delivered for our return centre to process the return. If you've not heard from us by May 6th, please write us back and we'll look into this further.

We hope to see you soon.
Regards,

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

Complaint: 19960517

I am rejecting this response because: the proof of delivery shows amazon got this return back a month ago, it was delivered back to amazon and as of today they still have not refunded my credit card for this return, please process the refund to credit card

Sincerely,

Summer C
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.
oAMAZON OWES ME A REFUND BACK TO MY CREDIT CARD FOR THIS ORDER BELOW. IT WAS RETUNRED BACK TO THEM OVER 2 MONTHS AGO, OVER 60 DAYS AGO AND I HAVE PROOF OF DELIVERY SHOWING THEY GOT IT BACK "TOMS TEAM" AT AMAZON GOT MY RETURN BACK AND YET THEY NEVER PROCESSED MY REFUND.-I AM DEMANDING MY MONEY BE RETUNRED TO MY CREDIT CARD IMMEDIATLY O RDER PLACED February 26, 2023 TOTAL $45.01 SHIP TO Summer ORDER # ***-2952289-4254650 View order details View invoice
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.

I'm sorry for the inconvenience caused with your order:-111-2952289-4254650 regarding the refund for the item you returned.

Based on investigation done by concern team, the team already sent you email on Saturday April 22, 2023 at 12:49 PM(PDT).

I request you to follow the instructions in the email sent to you so that they can take action base on response, we don't have option to take any action manually.

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: 19960502

I am rejecting this response because: ****** has made no effort in reaching out to there wharehouse to look for this missing package, amazon needs to contact there wharehouse and find this return and process it

Sincerely,

Summer Summer
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.
Too many characters to place here will upload .pdf document with full details and explanation.
Business Response
Date: 04/22/2023
Hello Aiden,
.
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've reviewed the complaint and we're sorry to know about the missing part of "*************;1.6 Inch Air Stone" from the order #***-6428887-9970621.

The information provided by our customer service representative is correct, we're unable to replace this product. I've issued a return label, please return the product for a refund. We're sorry for any inconvenience you've had in this regard.

We hope to see you soon.

Regards,

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

Complaint: 19960399

I am rejecting this response because:
I am rejecting this because the supervisor (?) stated then he could not reorder the item for me, when, I placed an order for the exact item when I was chatting with the supervisor on 4/19/2023. This led me to believe he was being deceptive, the purpose for deception, I am unclear. Also since I was able to place an order, hence take an action the supervisor was unable to do on his end, I asked a simple question. That question was, Why am I able to do something you cannot do? The supervisor, instead of saying he was unsure, he chose not to answer, abruptly end the chat session. IMHO, I think he knew I that I knew that everything he was saying was nonsense and could not justify what he claimed he just chose to end the conversation. The act of an unscrupulous individual who has something to hide in his/her actions.
On 4/23 I receive an e-mail from Amazon regarding this complaint, stating it had been reviewed and then stating incorrect information regarding a return label and getting a credit once the item was returned. I know no one at Amazon likes giving an answer to a simple question but I have to ask. How can I return something that I never received?
This is my last response to this complaint, I have wasted enough of my time on this insanity. I do find it incredibly unbelievable that corporations will spend millions to obtain a customer and yet this whole incident has managed to lose your company a good customer all for $5.99 plus tax. Its almost comical.

*************************
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 published a book on Amazon KDP. KDP provides 999 books to author's at author's discount, which is printing cost and shipping. Before publishing my book, I purchased 3 copies of my prototype from Amazon at author's discount using a **** gift card without a problem. I wanted to order ******************************************************************* **********, **. Because I don't have a credit card, I purchased two Amazon gift cards from ********** in **************. The gift cards amounted to $550.00. On my KDP account, I added the gift cards to my Amazon balance and gave me a "spending" balance. I tried to order my books. Everything appeared to work OK. I received an order number and a date when the books were to arrive at their destination.The next day, I received an email from Amazon saying that my account was put on hold due to suspicious activity. For and entire week, I have been speaking to customer service representatives, who can only file a report and send it to the ****************************** All of my efforts have failed to result in a resolution of this problem and it has prevented me from marketing my book and causing undue stress and anxiety. I have received multiple emails from that department at no ****************************** and cs-******************************. I sent Amazon photos of my receipts and a picture of the card number and a photo of my driver's license at their request. For some reason, they think that I purchased the gift card using a **** card, but I don't own a **** card.As I mentioned, I paid in cash. I am unable to contact by phone or email the Account *************** directly. I am unable to access my account using the password that I created for my account and , as a consequence, unable to chat with a representative.I feel that I am being discriminated against because I don't own a credit card. I don't understand why I can't speak to someone who can resolve this issue. Thanks for your help!****
Business Response
Date: 04/23/2023
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.

I'm sorry for the inconvenience caused to you due to the account related issue. Upon checking the details, based on the information provided by you the account is in active state and $550 gift card balance is available on your account.

We can see on Friday, April 21, 2023 the confirmation email from concern team sent to your registered email regarding the account restoration.

The current gift card balance on your account is $550. You can view your balance and usage history in Your Account here:

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

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
***********************************
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 have been an Amazon Prime customer for a very long time. For the most part, I was pretty happy with Amazon's customer service. Unfortunately, it is no longer the case. I used to be thanked every time for being a Prime Member, but not anymore. It is a huge concern to me that there is no way to communicate or give feedback to management. You only get base line customer service on the phone or chat. Recently, I was bounced around on the chat to 5 people and had no resolution! Amazon used to refund your return when you dropped it off at **** Now, even though I pay for 2 day shipping with Prime, for a return it takes a really long time for an item to get to the processing center and even longer for the return to be processed. It went from getting a refund to your Amazon account several hours later to 2 weeks and most recently I was told 30 days! That is utterly ridiculous! People do not have unlimited funds or time to wait to replace an item. Especially if it is clothes! I need to try on the clothes and sometimes they don't fit, or aren't the same look or color as online. Your Try Before You Buy program has also gone downhill. Hardly anything is available, but what is available, they now they want your bank to hold your money, so you might as well have bought and returned the items. This didn't happen before. At this point, there is no reason to shop at Amazon. It is no longer convenient. I might as well go to a store. If Amazon changed their policies because they had fraud, and lost money, I am sure they could find a way to go after those people then to make it harder for their loyal customers. At this point, Amazon has become a hassle to use. And when that happens, being a Prime member won't be necessary either. I am very unhappy. It took a huge fight to get one shirt processed and refunded and now I have a bunch I am waiting to see returned and refund. Waiting 30 days has put me in a situation and I want to be able to communicate that to someone in charge.
Business Response
Date: 04/22/2023
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.

Thanks for being a valuable prime customer and I'm sorry for the inconvenience caused due to the service you received by front end customer service team.

Upon reviewing the complaint details, I see that you are referring to the return refund time period. Usually the refund will be issued once the return is processed at fulfillment center and it will be done automatically.

I understand that the refund wait time is long but as mentioned it will be processed by checking the received product and then the refund will be issued.

I appreciate you bringing this to our attention and I'll make sure to get this escalated to the concern team to work on it.

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
***********************************
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 placed order 114-3162167-9345014 on 4/15. It was supposed to have been delivered on 4/17. I still have not received it even though the status says delivered. I have contacted Amazon several times. I was told I would be given a refund twice, then I was told to file a police report. The police aren't going to do anything about a $95 backpack, and I have no proof it was ever even delivered to my apartment complex. It was not left either at my front door or in the mailroom. I contacted the third party seller I bought from and the local post office, and was told that it's Amazon's responsibility. **** said that the package may have gone to a different address by mistake. Amazon is still refusing to either refund or replace the item. I paid with a gift card, so I can't dispute the charge with my bank. I pay for Prime delivery, so it shouldn't have been sent through the mail. A driver should have brought it to my door and taken a photo to document it.
Business Response
Date: 04/22/2023
Hello ******,
.
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've reviewed the complaint and understand your concerns regarding the delivery of the order #***-3162167-9345014.

As informed by our specialist team, Based on the results of our investigation, we aren't able to provide a 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 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.

We hope to see you soon.
Regards,

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

Complaint: 19960131

I am rejecting this response because:this is the same generic response I was getting from Amazon before I filed the complaint. It even has the same mistake- *** not not ship the package, the postal service did. I have lost over $100 because of a missing delivery. I have yet to speak with customer service based in this country, and every reply sounds like it was written by **. I have been an Amazon customer for over a decade with no major issues. This is a lot of money to lose. It makes me reluctant to ever buy anything of value from the company ever again. I have spoken with my local post office and was told that the order could have accidentally gone to a different address and that Amazon is ultimately responsible.It has been a week already since it was supposed have been delivered. I would accept a replacement in lieu of a refund. I pay for Prime and it should have been delivered by Amazon to my door. Taking money without the customer getting a product they paid for is fraud.

Sincerely,

*************************
Business Response
Date: 04/26/2023
Hello ******,
.
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 understand your disappointment with regards to the order #***-3162167-9345014.

However, the information shared by us is final and we cannot take any action in this case. 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.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 04/27/2023

Complaint: 19960131

I am rejecting this response because:This is exactly part of the problem I was complaining about. Amazon doesn't care about its customers.They have employees overseas that just keep copying and pasting the exact same response without making any effort to solve the problem.The third party seller I bought from has not answered my messages. I have no proof it was ever delivered. I have lost $95 because my order was not delivered to my door by Amazon, and they can't even have someone in ******* try to find a resolution. I would accept either a replacement or a refund.This is fraud.

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.
This is the 3rd product in a row Amazon has sent me that is used. Why is it ok for your centers to send me used items and charge me brand new money for them. Now, I am inconvenienced in having to rerun these items at my own cost to get to the *** center as I have a job. ********** for me is not an option. I need someone to call me and tell me how to receive the refunds for all of my used items and reimbursement for traveling to return them. The first two products are iPad keyboards. The newest is medicine! Yes used medicine.
Business Response
Date: 04/22/2023
Hello ********,
.
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 with the "EMUAID Max First Aid Ointment" from the order #***-3168312-4982648.

I've forwarded your feedback about the services to our inventory team for further improvements. I see that a refund of $68.53 has already been issued to the payment card April 20, 2023.

We hope to see you soon.
Regards,

Abhishek
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.
Account Wrongfully Terminated & lost of musics files purchased.. Refund or reinstatement.
Business Response
Date: 05/29/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 25th May 2023.

Sincerely,

********
Amazon.com
Customer Answer
Date: 06/01/2023

Complaint: 19960070

I am rejecting this response because:I am owed over $2000 in music for false accusations. Refund me or reinstate me.

Sincerely,

******* Oyekwe
**********
Business Response
Date: 06/08/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 25th May 2023.

Sincerely,

*****
Amazon.com
Business Response
Date: 06/14/2023
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 Useon the Amazon shopping website.

Sincerely,

********
Amazon.com
Customer Answer
Date: 06/17/2023

Complaint: 19960070

I am rejecting this response because:

Sincerely,

******* Oyekwe
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 been blocked from reviewing the many products I purchase from Amazon. I have contacted customer service in the past years multiple times and am still unable to leave product reviews. Yet I still get emails asking me to review products. Also causing me to miss out on promos sellers send me asking for a 5-star review.
Business Response
Date: 04/23/2023
Hello *****,

Thank you for your inquiry. We have noticed some unusual reviewing, rating, or voting activity associated with this account. As a result, we removed all of this account's reviews, and the account is no longer able to contribute reviews, ratings, votes, customer questions and answers, and other related Community content.

Why is this happening?
Customer reviews, ratings, and votes are meant to help customers make informed purchase decisions through unbiased product feedback. Reviews, ratings, and votes that violate our Community Guidelines and our Review policies are not allowed.

This account can no longer contribute content for one or more of the following reasons:

-- Reviews, ratings, or votes were posted in exchange for compensation, such as gift cards, product refunds, review swaps, or free or discounted products.

To learn more about this policy, go to "Community Guidelines":
*****************************************************************************

Has your account been deactivated in error?
If you believe there has been an error, please submit an explanation. Your explanation should include the following information:
-- Evidence or examples that demonstrate that your account complies with our policies.
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.
So 4/19/2023 i was charged from amazon to an account that wasnt linked in anyway to amazon i had autopay linked with a credit card not with my debit card which IS linked to my bank which would then be linked to cashapp. That said my cashapp somehow got charged in my cashapp i had a set $ amount to pay for my girlfriends rent while she is away. That money should have never been touched. I reached out to amazon and no one could assist me, they either hung up on me let the chat time out or just ignored me. I dont believe that it is correct that they didnt have consent or access to my cashapp account but somehow they were still able to charge it without my knowing. I want to know how they were able to get to said account how they can charge without any type of consent and how this is ethically correct
Business Response
Date: 04/22/2023
Hello *****,
.
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've reviewed the complaint and we're sorry to know about the inconvenience caused by the charge on your back up payment method.

As informed by our customer service representative, We were unable to charge your selected payment method for order #D01-8135665-5949031. To prevent cancellation of the subscription, the charge was applied to the backup payment method we have on file for you.

To manage your backup payment methods, visit your Amazon Wallet (*************************************), click "Manage backup payment method settings" and update your preferences.

Turning this feature off prevents orders and subscriptions from using a backup payment method and may cause service and delivery interruptions if your selected payment method fails.

Further, I see that a full refund has been issued for this order on April 20, 2023.

We hope to see you soon.

Regards,

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

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