Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,227 total complaints in the last 3 years.
21,682 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:01/05/2023
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 account was attacked by someone on October 20, 2022. Then, the attacker login my account and placed two orders. The Amazon system detected the unauthorized activities and canceled these two orders. I also reported these two unauthorized orders to Amazon on October 20, 2022. But I didn't get the refund yet.
Business Response
Date: 01/18/2023
Hello,

I am Naveen 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.

The concerned team reissued $235 as Gift Card balance.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 01/18/2023

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:01/05/2023
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.
Dear Better Business Bureau,I am writing to file a complaint about Amazon. My contact information is as follows:Name: *********** Address: ******************************************************************************************** Phone: ********** Email: ********************** I am writing to file a complaint about Amazon. On October 26, 2022, I purchased a 2021 12.9-inch iPad Pro Wi-Fi, 128GB from Amazon for $899 before tax ($988.41 after tax), order number 113-5382415-0729022, On November 14, 2022, I purchased a similar iPad from Best Buy for $799 before tax ($879.99 after tax), Order number: BBY01-806701785637.Unfortunately, when I returned the iPad from Amazon, I mistakenly returned the one from Best Buy. I contacted Amazon to try and resolve this issue, but they refused to send the iPad back to me and stated that they were going to discard it. As a result, I have lost the iPad from Best Buy, which is worth $879.99 including tax. Amazon has also refused to compensate me for the loss of the iPad during a follow-up phone call. I have attached a copy of my receipt and any other relevant documentation to this letter.I would like the Better Business Bureau to take the following actions in response to my complaint: if Amazon has not discarded the iPad, please request that they send it back to me. If they have discarded the iPad, this is unethical business conduct, as I was not given the option to retrieve it. I, therefore, demand compensation equivalent to the price of the entire iPad from Amazon.Thank you for considering my complaint. I hope that the Better Business Bureau will be able to assist me in resolving this issue.Sincerely,Shirunyu
Business Response
Date: 01/18/2023
Hello,

I am Naveen 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 got the details of the return reviewed by our internal team and got an update on the request as below:

We are discarding the wrong item that you sent. We will be happy to accept the return of the correct item at your earliest convenience.

We cannot issue a refund for this order until we receive the correct item. If you would like a refund, return the correct item to us by February 01, 2023.

Continued failure to follow our return policies may result in you no longer being able to buy on the Amazon store.

To learn more about our policies, visit Conditions of Use & Sale:
www.amazon.com/gp/help/customer/display.html?nodeId=*********

I refer you to check the email send on Saturday, December 17, 2022 at 2:00 PM (PST) and Saturday, December 17, 2022 at 3:42 AM (PST).

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 01/26/2023
Amazon's response is not acceptable. What they did was merely referring me back to the very first email that I received regarding this issue. They threw away my iPad and showed no intention to compensate me for the damage that they caused. I absolutely cannot tolerate their peremptory action and passing-the-buck attitude. I demand that Amazon compensate me for the price of the iPad that I lost due to their improper business conduct.

I would really appreciate it if you can help me contact Amazon for a resolution. Thank you for your time and assistance.

Best,
Shirunyu
Initial Complaint
Date:01/05/2023
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 am resubmitting this claim with more supporting documentation. On October 6, 2022 I received the wrong 400 pound air conditioner from Amazon.com. I ordered the air conditioner with the item number GPC1442H41 which is a specific unit made by the company ******* that measures **** tall. I did not immediately unbox this large appliance, because I was awaiting additional parts from other manufacturers for the installation. I opened it 36 days after it was delivered on November 12, 2022. I found that it was a DIFFERENT ITEM THAN I ORDERED. I received GPCH34241AA which is a model that measures much taller and therefore does not fit on my property where it needs to be installed. I immediately contacted Amazon to request a return and refund, who referred my refund to Home Essentials, the third party seller, but the third party seller did not ***** me that return without explanation. Amazon leadership was then unable to force the company to do a return, over a period of 51 days of calling them and speaking on the phone for over an hour each time. The supervisors instead sent me in repeated circles of asking the third party to approve a return, which they denied over and over again, even though they agreed I had been wronged. I believe am protected under the law because I did not receive the item that I paid for. Please force Amzon to rightfully return my payment!
Business Response
Date: 01/07/2023
Hello,

I am Naveen 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 very sorry to hear about the frustrating experience that you've had recently with our team and seller regarding Order ID: *******************. I can certainly understand your request and Upon checking I see that the refund/charge back has been already done on Saturday, January 7, 2023 at 3:50 AM (PST).

You can view details of the completed refund on your Amazon.com account:

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

We appreciate your business and hope to have the opportunity to serve you again in the future.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com
Initial Complaint
Date:01/05/2023
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 paid to purchase about $80 worth of merchandise, while at the ***, in ************, **, and someone altered my delivery location and forwarded the order to ****************************, which isn't a correct address but would've been at the address where people that I know lived. Nevertheless, the delivery was brought to 126 ******* and on the house on the intersection road, two locations that the house numbers were furthered then the house that the items should have been delivered at. Upon requesting my refund from Amazon, they instructed that they weren't at fault, although the delivery was sent to the wrong location, and instructed that no refund nor any delivery of the lost items, due to their intentional negligent acts, to instill emotional distress in me. I filed a complaint with the ***************************, who seems to not want to email me on the matter, all the while there is continuous harassment and abuse from the Amazon Staff, on the App Chat as well as Phone Calls.
Business Response
Date: 01/07/2023
Hello,

I am Naveen 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 got the details of the order ID: ******************* reviewed by our internal team and got an update on the request as below:

Based on the results of our investigation, we wont be able to provide a replacement/refund for this order at this time. Amazon.com is not 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 Locker, in the future to avoid further problems.

We look forward to seeing you again soon.Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com
Initial Complaint
Date:01/05/2023
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.
On 12/31/2022 a transaction was carried out Order #***-1958640-0634600 and Order #***-3521072-4708265, where that same day my amazon.com account is restricted.Where I was the victim of a hack to my account.For this reason, Amazon asked me for a document where I validate my identity. I tried it on the date:01/01/2023 01/03/2023 where the final response was that my account has been completely closed.My request is the reactivation of my Amazon account in its entirety since the information that I sent you is real and I am the owner of the account.
Business Response
Date: 01/13/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2023-01-03 05:51 PST.

Sincerely,
Amazon.com
Customer Answer
Date: 01/13/2023

Complaint: 18693612

I am rejecting this response because: Good Dear.Currently I asked the bank for an account statement that they asked me for but it does not reflect the card information, only the account information.I just need my account to be reactivated or I request a new account since I was a victim of hacking and I need to be able to buy or use your services.I have reviewed the data 3 times in a row through your portal and the last response by email was negative and very aggressive.Today, January 13, I tried to open my username and I'm still blocked.In the same way, by this means I sent my documentation for verification, both my passport and my account statement. The documents are attached by this means as support

Sincerely,

****** *****************************
Business Response
Date: 01/25/2023
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.

Sincerely,

Amazon.com
Initial Complaint
Date:01/05/2023
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 two slice kitchenAid solid black toaster from Amazon.com, the listing showed a solid onyx black two slice toaster. It was $59.99. Once I ordered it stated I ordered a four slice silver/onyx black toaster that was not the one I selected. I reached out to Amazon support chat immediately and they did not resolve it nor give answers besides reordering it -this would not resolve the issue because the webpage is incorrect. When I told the chat agent this he ended the chat. I tried to reconnect with someone else, they stated they would escalate this. Never heard from them. I then reconnected to another chat agent & then I asked for a leadership member. She requested *************** provided them. She then said to wait till I get the product to confirm it is incorrect and she apologized. I then received the wrong product, the product was reported to them -in which they said send it back without resolving my problem of getting the wrong item. Then they apologized and transferred me two more times, and then ** told to send an email ******** will take several days to fix. This isnt okay on how long its taking & how many times Ive been transferred & how many people do not know what they are doing. I want the toaster advertised in the image on the website, the solid onyx black toaster with a lever. This is false advertising, bad business, and overall taking a lot of my time. Order #: 111-0469895-3993061
Business Response
Date: 01/07/2023
Hello,

I am Naveen 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 got the details of the order ID: ******************* reviewed by our internal team and got an update on the request as below:

The photo(s) you provided does not include the wrong item received.

The photo has to include the shipping label on the package, the wrong item received, and the condition of the box, and any other barcodes that are present on the wrong item received.

We can't take action until we receive a valid photo. Please correct and resubmit the photo for review.

The information can be visible in one photo, or sent as multiple photos. As a reminder we're unable to accept submissions after February 5,2023.

Share the photos as requested so that we will be able to help you with this.We look forward to seeing you again soon.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 01/07/2023

Complaint: 18693578

I am rejecting this response because:I have sent three emails to Amazon ***************** all of which contain more than enough photos. They state it is is the correct item, if you would have time to look at the photos of the webpage youd see I had ordered a two slice solid black toaster and not a four slice silver toaster. This is unacceptable, Amazon needs to stop asking for the same photos & give me the correct item I paid for. Stop wasting my time.

Sincerely,

*************************
Initial Complaint
Date:01/05/2023
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.
About a week before Christmas, I placed an order for 12 items. Only 7 of these items were delivered. When I reached out to Amazon, they advised that all package weights matched and all items were delivered. This cannot possibly be true because the 5 items are missing. One was shipped on its own. I have no idea if the packages were weighed without the items, or what happened but I am sitting here looking at 7 items while Amazon is gaslighting me. I am now out over $100 AND I have to go and purchase alternative items. Details are below. 111-0322972-9214653 - I should have received a shipment with two pairs of pants and a dog cover. I only received the Navy pants.111-3749922-3805813 - Should have received a package with 2 decks of cards and socks. Received the cards, not the socks.111-4983051-3389807 - Should have received a package with a game and a deck of cards. Received the deck of cards but not the game.111-0322972-9214653. Should have received a package with a stylus pen. This package has never arrived.When I tried to ask the supervisor questions and how something like this could have happened, he advised that he provided me with all the information and there was nothing he could do. He then disconnected.
Business Response
Date: 01/07/2023
Hello,

I am Naveen 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 got the details about this reviewed by our internal team and got an update on the request as below:

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

Also based on the information provided by the carrier, we're able to confirm that your items were delivered with the same package weight and dimensions mentioned on our website.

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.

I refer you to check the email send on Thursday, January 5, 2023 at 5:17 PM (PST)

We look forward to seeing you again soon.

Regards,

Naveen
Amazon.com
Initial Complaint
Date:01/05/2023
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.
As only one example, I ordered 16 gig of Corsair Vengeance memory, sold and shipped by Amazon on December 24th 2022. The day before the item was to arrive I noticed it had not shipped so I contacted customer service to inquire as to why. I was told 3 different reasons by 3 different reps as to why but it all came down to my order had been cancelled internally within Amazon without notifying me and due in no part to me. This item was sold and shipped by Amazon and charged on an Amazon card. The only option given to me was to reorder. I reordered the item and even stepped up to the next size up for what was advertised as a faster delivery date. This item never arrived either. ***** I've gotten multiple reasons from multiple reps. ***** I was told to reorder. This kind of thing continues happening with Amazon more and more frequently. Their delivery dates and stock reflected on the website are intentionally misleading. I'm a prime member and have gotten nothing but more lies and more problems with every order. I have been scammed by this company as they almost never provide the service I have paid for. I would like Amazon to do something to compensate me for my time and effort dealing with the lies. I have it all recorded and can provide these recordings at request. I also have printed out chats showing these issues. I'm uploading tonight's chat but have the other evidence ready. I want my item and not more lies.
Business Response
Date: 01/07/2023
Hello,

I am Naveen 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 details and see that you are concerned regarding size issue with regards to order ID: ******************* cancellation. Im sorry for the trouble you had with this. It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details. I do understand you want the item to be delivered or replacement to be sent but please understand we do not have the option to manually send the cancelled order, In this situation only option is to place a new order.

We won't be able to issue any compensation but I've forwarded the details to concerned team to determine what went wrong, so that we can take necessary internal measures for corrective action can be taken. Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us.

I hope you'll give us another chance. Thanks for your patience and understanding in this regard. We look forward to seeing you again soon.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 01/12/2023

Complaint: 18693418

I am rejecting this response because:
This is a repeated occurrence and definitely not the rarity it's being made out to be. I have tried many many times to work with Amazon on these things and I always get blown off. Due to many of these issues I have wasted literally hours of my time on the telephone trying to get Amazon's problems sorted out. I have since purchased my product elsewhere. Amazon quite literally has scammed me and that's all there is to it.
Sincerely,

*****************************
Initial Complaint
Date:01/05/2023
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 keep receiving Amazon packages at my address. I never ordered the packages and it has a name with no last name. It is not my name.
Business Response
Date: 01/18/2023
Hello,

I am Naveen 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 got the details of the unknown packages reviewed by our internal team and proper actions have been taken.

You should not be receiving this unknown package any more from the concerned account.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 01/18/2023

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:01/05/2023
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 a piece of furniture from Amazon.com and the item arrived damaged. I started the return process and was told I would receive a refund when the item was picked up by **** When I didn't receive my refund I **ntacted Amazon again and I was told I would not receive a refund for a maximum of 14 days when the item was scanned into the return warehouse. On the 16th day I **ntacted Amazon again and was told I that the product had reached the warehouse but I would not receive a refund for up to 30 days. I requested to speak to a supervisor and was hung up when I questioned the policy and stated that my money was stolen by Amazon. I ** tasted Amazon again and they would not accept a **mplaint against the employee and then I was told that the refund would now take up to 60 days. I have not jad possession of the product since December 19th and I cannot get my money returned to me. Every request for a resolution from Amazon is denied and the same script is recited to me. How is it legal for a **mpany to hold your money for up to 60 days especially when they **nfirmed they have the product? Please help with a resolution to this problem. Thank you.
Business Response
Date: 01/07/2023
Hello,

I am Naveen 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 got the details of the order ID: ******************* reviewed by our internal team and got an update on the request as below:

Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

If you haven't been issued a refund after February 20, 2023, we recommend that you reach out to the carrier that you used to return the item to Amazon.

I realize you're upset we've been unable to address your concerns to your satisfaction. We do understand you want the refund to be issued soon but I am sorry we do not have the option to manually issue the refund.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com

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