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

58,654 total complaints in the last 3 years.
22,070 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:04/08/2023
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 been trying for over a month now to get my money back from Amazon for items. I never received. They told me to file a police report online and I did that. But it keep being rejected by the police at this point I dont know what to do. I just want my my money back.
Business Response
Date: 04/10/2023
Hello Cenella,

I'm Pratap from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I am so sorry to hear of the issue you have shared with us that you did not receive your Amazon packages.

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

We look forward to hearing from you soon.

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

Regards,
Pratap
Customer Answer
Date: 04/11/2023
112-2692349-9201819 I also have picture **** of me contacted them for over a month now.
Business Response
Date: 04/19/2023
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.

Im sorry to hear that you havent received your item(s) from order #***-2692349-9201819 and you had to deal with this.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that this item(s) haven't been delivered to you. Lost item(s) are inconvenient for you and costly for Amazon.

Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:

- Information collected at the point of delivery.
- The package weight and reported condition upon delivery.

You may wish to contact your local police authorities to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state and include the following:
- The delivery address regarding this incident.
- The items were delivered according to the carrier tracking.
- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.
- The date the report was created.
Were unable to accept Police Reports that are in pending or any other incomplete status.
The Police Report must be filed before April 19, 2023 and provided in English or Spanish to be considered for review.
Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.
Please note: to assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened.
We will happily cooperate with the police as part of any investigation.

I can understand while this may be an additional step to take, but getting a police report will help in the process of your request so we can move forward. I hope you understand I am doing everything from my side to make sure you do not have loss over this regarding the item(s).

I know that in this day and age, you have many different choices when it comes to ordering online, and I do appreciate you choosing to use Amazon.

Thank you for your understanding.

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: 04/19/2023

Complaint: 19911833

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:04/08/2023
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.
March 29, 2023 Order **** dollars with of Gift Cards - The Gift Cards did not work - they charged my account and none of the gift cards could be redeemed by the people whom i sent them too. I spoke with Customer Support on that very same day they stated i would need to reorder the gift cards and they would process a refund - with 5-7 business days Hello,I'm sorry to hear you're having trouble using your gift card.I highly appreciate your patience, cooperation, and understanding in our privilege to have you as our valued ************ want to make sure you are always taken care of.This to confirm that your refund of $1,275.00 was processed to your Master card on March 29,2023 in reference to order - 112-6335506-9156264.I've called on the 5th of this month where i was told they have yet to process a refund after being told i was already processed and also tonight where i was again told they didnt process my refund. They continue to give me the go around - They have stolen **** dollars from me - I want it back immediately.
Business Response
Date: 04/10/2023
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 your gift card order.

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

Upon checking I see that refund for $1275.00 has been issued 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 **** 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:04/08/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered from amazon and the driver took my package to wrong address. This keeps happening. I told amazon over and over and they even promised me they had it notes of my door color and all. I sent them proof of my door and address. They even admitted it was wrong house my package was delivered to. They gave me a time frame as to when they can issue refund or replacement and now they saying they cant issue either when they clearly know my package was delivered to wrong house.
Business Response
Date: 04/09/2023
Hello *******,

I am ***********;from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I understand that you haven't received the item from the order #***-8635531-4974618 as you found that the driver took your package to wrong address. I'm sorry for the inconvenience caused with this.

Based on the results of our investigation, we aren't able to provide a replacement or 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 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.

Thank you for your understanding. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/10/2023

Complaint: 19911681

I am rejecting this response because:they have proof the driver took my package to wrong address. they promised me a refund after I had to wait next business day after 8 pm. even told me to send pictures of my door and all and I did just that. They could at least replace my package or issue me $20 on amazon gift card. I shouldnt take a loss of money I dont have for their mistake it is not fair to me at all.

Sincerely,

*******************************
Initial Complaint
Date:04/07/2023
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.
Hello,I bought an amazon gift card valued $500 at my retail store ********* on 3/17/23 and redeemed in my amazon account on 3/19. The amount was credited successfully in my account. On Mar 27th, I received an email from amazon gift card department saying "We have canceled your order and voided the Amazon gift card balance used in the purchase. We took these actions because you tried to use Amazon.com gift cards that are in violation of our terms and conditions. We cannot reissue the Amazon.com gift cards or reimburse you for these funds. Please note that if you purchased your Amazon gift card from a retailer, or obtained it from a third party, they won't be able to reissue the gift cards or reimburse you for these funds.If this activity continues, we may take a permanent action on your account.If you believe we took this action in error, please reply with an attachment of the gift card purchase receipts or other documentation of gift card ownership such as an email or sms from the sender of the gift card, or and image of the physical gift card. When sharing the document, be sure that the name, address, payment type, and relevant transaction information are clearly visible."I had forwarded my store purchase receipt and also the amazon gift card along with my credit card statement and amazon has still put my gift card withheld. I had called customer service 4 times and they have no clue on how to resolve the issue and keep telling me it will be credited back in 24-48hours. It's been more than 10+ days and my $500 is blocked with amazon and no response from anyone.This is horrible customer service by ******************** and I had put more than 5hrs of effort so far in talking and emailing to customer service and no response. This is really pathetic and amazon should credit my money ASAP and provide potential money back for my loss and causing mental stress issues due to my funds unavailbility.
Business Response
Date: 05/03/2023
Hello,
We have granted the customers request for a refund.
We sent an email to the customer through their registered email address on 4/17/2023. This email confirms that the refund has been issued for 500USD to the original payment method.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 05/03/2023

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:04/07/2023
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.
Here is an example of how you could write your complaint on BBB:Dear Better Business Bureau,I am writing to file a complaint against Amazon regarding the closure of my account. I have been a loyal customer of ********************** for several years and have spent a significant amount of money on the platform. However, my account was suddenly closed without any explanation or warning.I have contacted Amazon customer support multiple times and have provided them with all the necessary information they have requested, including gift card receipts and my card information. Despite this, my account remains closed and I have been unable to access my account or make any purchases.I believe that this is a clear violation of Amazon's customer service policies and I would like to request that my account be reinstated immediately. I have been a responsible and loyal customer and I deserve to have my account restored.Thank you for your assistance in this matter.Sincerely,******
Business Response
Date: 04/18/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address 4/18/2023 confirming account reinstatement.

Sincerely,
Amazon.com
Initial Complaint
Date:04/07/2023
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 truck drivers, driving commercial trucks continue to come on my residential driveway causing damage. I have posted signs, multiple videos and have asked drivers repeatedly to not come up my driveway to deliver a 2oz package. But, they continue to and I have on video their trucks causing damage and I can not get this multi billion dollar company to make repairs. It' absolutely insane that they can act without impunity and do whatever they want with complete disregard to residential property and complaints!
Business Response
Date: 04/14/2023
Hello ******,

I am Srujan from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I'm sorry to learn of your recent concerns with deliveries made by Amazon and appreciate you taking the time to bring this to our attention.

We always hope our customers have a rewarding shopping experience, and I'm sorry that wasnt the case here. As an Amazon customer myself, I truly understand any frustration this may have caused.

I've added permanent address note for future deliveries as, 'Do not drive on driveway. Walk to the building and deliver to door'. Please let us know if it need to be changed in future.

With regards any damage caused to your property, I request you to please help us with the details of the damage along with the proofs so that we can engage our internal team for review and further assistance.

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 04/17/2023

Complaint: 19911022

I am rejecting this response because: When they come and assess the damage and cut a check for the repairs, then and only then will I accept anything

Sincerely,

*************************
Initial Complaint
Date:04/07/2023
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 called be cause my bookbag i brought on their site that locks on the top is defeactive they wont send a new on first when they have option form me to request it but wont go threw cause they want charge me for it again. and now they say they wont do that .
Business Response
Date: 04/09/2023
Hello *****,

I am Srujan from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I'm sorry for the inconvenience caused with the item purchased in the order #***-5444357-0910614 that arrived defective.

I've reviewed the details of the order and see that a replacement is already requested on the order. Below are the details:

Order Number: 113-1093850-6398612

Estimated Delivery Date: Wednesday, April 12, 2023

Here is a direct link to check on the status of your replacement order:

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

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

****** K
Amazon.com
***********************************
Initial Complaint
Date:04/07/2023
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 an Otterbox from Amazon. It didnt fit my iPhone 14 Plus. I made the correct applications to return it and received a shipping code for *** to scan. The item is on its way back to Amazon. I looked at my Amazon account and realized that they are shipping me back the same item I just returned. I did not select an exchange online, I selected return only. I have absolutely no idea why they are sending me another one. I also discovered that they were charging me $11.69 a month for Amazon prime TV. I never opted into that. I only signed up with Amazon prime for the free shipping. So theyre sending me items that I dont want that I actually have returned back to me. And theyre charging me for Amazon prime TV, which I dont want in the restaurant. Id like to request that they fix the situation they created. I dont like being charge for something that I didnt ask for. I dont like having an item shipped to me when I tell them its too small and it doesnt fit and that was in my character description. There is no reasonable explanation why they would send me the same thing back, which I will be receiving this Sunday on the 9th. I need help resolving this situation. Thank you.
Business Response
Date: 04/09/2023
Hello *******,

I am ****** from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I understand that you have accidentally requested a replacement on the order #***-9359638-0271451 and noticed a charge for our Prime Video subscription. I'm sorry for the inconvenience caused with this.

I've reviewed the details of the order and see that the replacement order was already shipped out to get delivered by Monday, April 10, 2023. In this case, I request you to refuse the delivery or return once delivered. You will also need to return the item from the original order if you would like to have a refund processed on the item.

Our ********************* guides you through the process and gives you options for a return mailing label: **************************************

With regards to the charge for the Prime Video subscription, I see that the subscription for 'Showtime' was successfully cancelled and refunded for the amount of $11.69 back to your card on April 7, 2023. You will see the refund credited to your card within 3-5 business days.

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Initial Complaint
Date:04/07/2023
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 returned 3 items for a refund before the deadline of 2/1/22. Amazon confirmed receiving the items and sent the refund to the original mode of payment. My bank debit card. The bank returned the funds to Amazon because that card is no longer valida(active). Amazon sent me an email asking how I would like to have my refund. Either Amazon gift cards or paper check mailed to my address. I have ask for a gift Card to my Amazon account. Which takes 1 to 2 business days. Its been over 8 weeks and they wont refund me. Every time I call they give me a run around act nasty, or hang up on me. Im attaching the order numbers and amounts. Please contact me if you have questions or to go deeper into what I have experienced trying to get my money back since February 4th. I have spent over 50 hours on the phone and dozens of emails. Please help me. Im very frustrated. Thank you. I have the following orders pending for refund: 112-3906742-8683405 for $108.57 112-6864106-2736253 for $6.52 112-7486322-4262600 for $36.95
Customer Answer
Date: 04/20/2023
Hello. My name is German Arenas. Im writing in reference to my complaint with Amazon. Amazon has finally refunded me in full. I am satisfied, and seek no further action. Thank you for reaching out to Amazon, and helping me to resolve this matter.

Sincerely,

German Arenas
Business Response
Date: 04/21/2023
Hello,

I am *********************** from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I am sorry for the inconvenience caused to you with the refunds on Order Numbers: 112-3906742-8683405, 112-6864106-2736253, 112-7486322-4262600. To help you with this, I have checked with our internal team and see that you have not provided the information provided by the billing team.

I would request you to check the email which was sent to you from our billing team on Wednesday, April 5, 2023 at 10:12 AM (PDT) and help us with the requested information, so that they can look into this and help you accordingly.

I hope this information helps.

Regards,

***********************
Amazon.com
*****************************
Initial Complaint
Date:04/07/2023
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.
Amazon is unable to get their Prime delivery driver to follow basic delivery instructions that have been repeatedly ignored. I am handicapped and this failure places me at physical risk of injury. They have repeatedly insisted they can do nothing more about the issue, yet it continues to reoccur. They now refuse to ship a test package to determine if instructions will be followed, instead requiring me to make further purchases without proof the issue has been resolved.
Business Response
Date: 04/10/2023
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 faced with the orders.

Honestly, we do not have an option to place a test order to your address. While we have set up everything to ensure that your order is delivered on time. However, we are not in control over any human error during the delivery.

Whenever any delivery issue occurs, please do report it to the customer service and we will investigate them on a case to case basis.

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: 04/11/2023

Complaint: 19910541

I am rejecting this response because:
This is an unacceptable response to the situation. I have already spent hours trying to deal with Amazon **************** and Logistics over this issue. In spite of this, orders are repeatedly delivered without any regard to the delivery instructions already in place. Due to my handicap, this casual disregard and refusal to take accountability for it places my physical health and safety at risk each time I order from Amazon. Repeated failures to follow instructions after all of Amazon's alleged best efforts do nothing to instill confidence in future deliveries. Rather than prove to me that Amazon can successfully deliver an order while following simple instructions in order to restore my faith, Amazon expects me to continue to blindly hand over money for goods and services improperly rendered. Amazon should not profit from such high levels of consistent incompetence and lack of service. Their insistence that employee error is beyond their control serves only as a ploy to disempower consumers and avoid responsibility. I have made a suggestion to restore my trust, Amazon refuses to make any attempt to comply. They also refuse to offer any other solution. This company has been content to put all the responsibility on my shoulders so far.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Amazon.com is BBB Accredited.