Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  1150 S Columbia Ave Campbellsvlle, KY 42718-2465

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  Amazon.com

  1245 E Washington Ave Ste 300 Madison, WI 53703-3040

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  1516 2nd Ave Seattle, WA 98101-1543

  
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  2010 Broening Highway Baltimore, MD 21224

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:04/11/2023

  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.

  Was charged for item that was returned. *** requested serval times for a refund.

  Business Response

  Date: 04/20/2023

  Hello ********,
  
  I am Raman from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I see the concern that you have shared about the retrocharge on Order ID: *******************; we have reviewed the matter in detail. 
  
  A full refund has been issued on this charge on Wednesday, April 12, ******************************************************** 3-5 days of issue. 
  
  I hope this helps. 
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19921349
  
  I am rejecting this response because:
  I was told I would receive an additional $25 in the form of a credit. I would like all to be met before I accept the response.
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/25/2023

  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 have reviewed the Order ID: ******************* and the refunds in detail. We regret any misunderstanding, but we will not be able to issue any credits. 
  
  The refunds have been fully issued, and hope this helps. 
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19921349
  
  I am rejecting this response because: I want the credit that was promised to me. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/11/2023

  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 is listing my book, Lunch with the ******** People, as not being released on their website. That is false information and will keep people from ordering the book. The book was released March 31 and is available on the ****** and ***** website and other sellers' websites. Amazon says you can preorder the book on their website but what good is preordering if they don't release the book. I have called them and their representatives say the book is not in stock, but there is nothing to stock--it is a print on demand book, which means it is custom printed and mailed to the person ordering it. I have learned that Amazon has done this before, making it difficult to order books not printed through KDP, their own printing company. That seems to me a monopolistic practice. In any event, what they are doing is costing me money because people cannot order my book on Amazon and are misled into thinking it hasn't been released. Please ask them what's the holdup in releasing the book and don't take the excuse it's not in stock yet. Thank you so much for your help. I eagerly await your findings and their response.

  Business Response

  Date: 04/19/2023

  On 4/13 and 4/14 a member of the *** Executive Customer Relations team reached out to ******************** to advise that the publisher or distributor of his book needs to contact Amazon directly to troubleshoot the availability; this needs be done via the channel/website they've used to list the book on Amazon.

• Initial Complaint

  Date:04/11/2023

  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 February 18 2023 I purchased an automotive diagnostic and programming tool from Amazon. It was advertised that I can re write code for my vehicle. Which was broken down and needed to have the computer are programmed. So I bought this expensive unit, **** plus dollars, for it not to work. I called in and explained that it did not work and they told me I had to return the item to get a refund and it would take up tk 30 days. If I wanted to purchase another tool that would work I could do that but it was out of pocket. Not happy with the situation I had no choice but to do it. So I sent the item back to Amazon and patiently waited for my refund. All while spending another $1,000 plus dollars on a different programmer. Well it turns out the programmer recommended does not work on GM vehicles and I am in the same boat. I called to check on my refund and was told they have not received the item yet. Which was strange because it had been 3 weeks. The lady on the phone assured me I would get a refund at the 30 day ***** Well 30days rolls around and no refund. I called Amazon and they said they had not received the item and I was no longer eligible for a refund and if I wanted to return the second item I have less than 24 hours to mail it. Well being that my last one never made it I was hesitant to do so. After spending hours on the phone just to be hung up on and made fun of/laughed at by Amazon employees I have had zero success woth getting a refund or the item I paid for back. I was told to take it up with **** I feel likeAmazon should take it up with *** it is their delivery service. I didnt choose *** I chose Amazon. Now I am out over 2k and only have one tool that will not do what I need to do. I also lost my job due to not having my vehicle running. Which in turn is getting me evicted from my house and putting my family out on the streets. I have 2 kids and a wife that depend on me. I was depending on Amazon. Please help me get some justice m.

  Business Response

  Date: 04/16/2023

  Hello *******,
  
  I am Raman from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I see the concern you have shared with us regarding the refund requested on your Order ID: ******************* and have reviewed the matter in detail. While we see your hardship, we will not be able to issue a refund at this time. 
  
  The return label on this product was requested on Saturday, February 25, 2023, a prepaid ********** label was issued the same day. In this case, the tracking does not show the item received by **** leave alone returned to Amazon. 
  
  Please note that the item needs to reach our Returns processing center and be physically verified before a refund can be issued. 
  
  I would recommend you reach **** if you believe they picked up the item, to locate the package and forward it to Amazon. In case you are able to retrieve the item, you may request a new return label but return/restocking fees may apply. 
  
  I hope this helps. 
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 04/22/2023

   
  Complaint: 19921326
  
  I am rejecting this response because: the package was picked up by an *** employee. He knocked on my door and I had to sign that he took it. I have no control in what happens after that. *** is Amazons vendor that they chose. I did everything that Amazon requested and now they are making me go to another company, ***, for a resolution. That is unacceptable for me and feel as if I have been taken advantage of by Amazon. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/11/2023

  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.

  Order never arrived mail carrier said to get refund from Amazon Amazon refused and said to contact carrier

  Business Response

  Date: 04/12/2023

  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 did not receive your item Travel Duffel Bag, Sports Tote Gym Bag even though the tracking is updated as delivered.
  
  I apologies for the inconvenience that you have experienced in this case. I've forwarded this feedback to the appropriate team for further review on it.
  
  I've issued a refund of $34.97 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

• Initial Complaint

  Date:04/11/2023

  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.

  My order date is January 19, 2023, and I filed a return on January 25, 2023. The amount I paid is $365.96 to Amazon. The tracking shows the item was delivered on January 31, 2023. I have to wait a month but still didn't receive my refund so I reached out to Amazon customer service. They told me to wait 60 days and then go back and ask for a refund. Today April 10, 2023, I still didn't get my refund and I contact Amazon again they told me they are unable to refund me because their return center didn't receive my item, and they told me to go to the carrier to file a claim. But they told me to wait 60 days, and *** no longer allows me to file claims. The tracking number is 1Z9E8W879004127575

  Business Response

  Date: 04/12/2023

  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 Gigabyte Radeon RX **** XT Eagle 12G Graphics Card, WINDFORCE 3X Cooling System, 12GB 192-bit GDDR6, GV-R67XTEAGLE-12GD Video Card.
  
  I apologies for the inconvenience that you have experienced in this case. 
  
  I've made an exception and issued the refund of $365.96 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.
  
  Your patience and understanding are greatly appreciated.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance in this matter.
  
  Regards,
  Pratap
  
  

  Customer Answer

  Date: 04/12/2023

   
  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:04/11/2023

  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.

  My name is *********************************. I am a disabled retiree and have difficulty standing and walking. I have a severe medical disability and need a power lift chair. On February 13th, I ordered a zqmall ************** Lift Recliner Chair on Amazon, sold by HomeMastery and fulfilled by Amazon (ASIN: B0BTLRSYW6); order number 113-6897479-5201041, for $423.92.A few days later I received a brown Amazon envelope with a gift card from "sumbuy.com" instead of my chair. I googled this and found several posts online that said this was a scam. I started a return with Amazon and sent the gift card back via **** Tracking / Reference D80qzJ6RRMA on Feb. 17th. I did not receive a refund and several weeks ago I contacted Amazon customer service via their chat after being unable to make contact by telephone. After providing all of my information I was informed that I would receive a refund within a week. I have not received the promised refund or any further communication about this issue from Amazon. Please help if there is anything you can do! I am on a limited fixed income and cant afford to lose all that money. Sincerely,********************************* ***************************************************** *************************** ************

  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 order.
  
  I've checked with our concerned department and a full refund has been issued for the order. $423.92 refund will be seen in your card within 5 business days from May 10, 2023. I hope you might have already received an email.
  
  We look forward to see you soon.
  
  Regards,
  Praveen M
  Amazon.com.
  *****************************
  

• Initial Complaint

  Date:04/11/2023

  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 closed my account and seized my contributions. They also owe me a refund for a pool cleaner I ordered and it was no longer available from the manufacturer. They claim that I gave a resale business which I do not nor have I ever owned a business. Ive been trying to get my accounts opened fir over a year. After reopening a new account as per their instructions they closed it as well. Stating suspicious activity. Ive been calling them and they continue to tell me its under review and an acct specialist will get back to me in 24 hours. Needless to say that has not happened. My second account is **********************,com this is the one they owe me $326 for a pool motor. The other account is my original account t which they closed in October 2021 stating I was using it as a resale account. This occurred during hurricane *** and I lost electricity and was not able to respond promptly then when I could they just closed my account. I have contributions on this account from a wedding registry that I would like to be able to get them back. I need help getting my accounts reopened. Ive sent them all the documents to them that they required and still nothing. Please help get my account back I am a retired senior citizen and need my account for everyday needs.

  Business Response

  Date: 06/03/2023

  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:04/11/2023

  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.

  Date of Transaction : November 24, 2022 Amount of Money Owed: CAD ****** ( Shipping cost Reimbursement ) What the business was committed to provide to me but is refusing: CAD 150 ( Shipping cost Reimbursement ) but they are not paying me this $150 either. Nature of dispute: On November 24,2022 I bought a Zinus mattress from Amazon ******. Amazon delivered the wrong type of mattress, and I started a claim with amazon. I called their customer service representatives, and they told me that I can return the mattress for a full refund. They only issue with the return was that amazon was asking me to ship the mattress through a shipper to their warehouse and they will reimburse me for the shipment cost. I aggress and shipped the item ******** (TRACKING ID : ****************** ). Amazon has received the product and returned me the cost of the product, In January 2023. But they never reimbursed me for the shipping costs that I paid to *** out of my own pocket (CAD ******). I provided amazon with a receipt and proof of payment , but their customer service representatives are very rude and want me to provide a physical receipt that *** does not provide for online shipments( I created/paid for a shipping label and *** guy came to pick up the box from my home ). I have provided all the proof of Payments/ Receipt that *** has provided me but still have not been reimbursed for the cost. I want to reach out to upper management to investigate this issue and reimburse me for the shipping cost that I paid out of my own pocket. I have attached all the proof of payments below to show that this transaction occurred.

  Business Response

  Date: 04/23/2023

  Hello Aizaz,
  
  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 of return shipping charges for the item Zinus 12 Inch Hybrid Gel Memory Foam and iCoil Spring Mattress, Full, Black. 
  
  I apologize for the inconvenience that you have experienced in this case.
  
  I've escalated this issue to the concerned team and received an update from them stating we have an option to reimburse the return shipping charges via a secure system called Touchstone, For that you will need to send your payment information with an invitation that we'll send and we will process the refund as soon as we get that. However, this process takes 10 days after we request the reimbursement. Another option that would be faster would be to issue the refund as a Gift card on the account but this could only be used on Amazon.
  
  Please reply back to *********************************************** with your preferred refund method. 
  
  We look forward to hearing from you soon.
  
  Regards,
  Pratap

  Customer Answer

  Date: 04/27/2023

   
  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. They have contacted me and will be providing a refund for the shipping cost. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/10/2023

  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 ordered 2 cases of licorice april 7. A few hours later i received an email saying my card was denied. So I tried again but only ordered 1 case with a different card and a few hours later got a declined message again. ***, **** tried for the third time, today, and again it was denied. So I called customer service and asked what the problem was and why I could get my order to go thru. I have amazon prime for a reason, fast delivery. The customer service rep explained to me that someone hacked my account in two locations in *******. And since I couldnt retify it at home because I have no computer at home that I had to go to a ********* and/or two other centers to fix this. I had to bring my gift card, my debit card and a picture ID to restore my account so that I can order again. I feel that since I didnt create the problem it was unfair for me to go to ********* to retify my account. Ive been a customer 10 years and what they are asking is way out of line. I want my account restored and 3 days addes to my account that I've been unable to purchase my birthday gift. Her birthday has passed and im very disappointed. Please restore my account! I did not create this problem. Take ownership Amazon Prime!

  Business Response

  Date: 04/20/2023

  Hello Mark,
  
  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 would like your account to be restored and regarding your cancelled order ******* ***************** Soft ********** Made Licorice (8) 7oz Bags.
  
  I apologies for the inconvenience that you have experienced in this case.
  
  I've escalated this issue to the appropriate team and received an update from them stating your account has already been secured and is open.   
  
  Upon checking I see that your order for ******* ***************** Soft ********** Made Licorice (8) 7oz and see that is cancelled as the payment got declined from your bank. We're unable to determine why your bank declined our attempt to charge your card. A charge can fail for many reasons, here are some things to check:
  
  - Have you entered the credit card number correctly, without any transposed digits?
  
  - Have you entered the correct expiration date? Has the date expired?
  
  - Have you entered the billing address and phone number that match those associated with your credit card?
  
  - Have you exceeded your credit limit?
  
  - Has your credit card recently been reissued with a different credit card number and/or expiration date?
  
  You may want to contact your issuing bank to ask about their restrictions regarding electronic or Internet purchases. If the card has been updated, we'll need that information.
  
  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:04/10/2023

  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 a generator from Amazon in Feb 2023. An outside delivery company was supposed to deliver to me on 3/3/23. No one ever showed up & marked it as undeliverable. I called the delivery company & was told they couldn't find my house but no one even bothered to call me about this. I called Amazon immediately to cancel the order. According to Amazon.com, the order has been cancelled & a refund is to be issued in 2-4 weeks as of 3/4/23. As of today, 4/10/23, I still haven't received a refund. I have chatted online & emailed Amazon numerous times with no luck. Tonight I tried again to which I was told a refund or replacement could be issued. I already purchased the generator direct from another company so I told the Amazon rep that I need a refund. This item was $925, I can't just let this slide. That's alot of money that needs to be refunded. If I look on Amazon.com, I even get a message the refund will be issued in 5 business days but it still hasn't happened. One rep told me a refund would be issued 3/23/23, again no refund. It's like they're actively trying not to help me. I need help please!

  Business Response

  Date: 04/12/2023

  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 did not receive your item Generator.
  
  I apologies the for the inconvenience that you have experienced in this case. I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.
  
  Upon checking I see that the refund for $925.59 was issued to your original payment method on Monday, April 10, 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.
  
  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