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

  1155 Worldwide Blvd Hebron, KY 41048-8648

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  Amazon.com

  560 Merrimac Ave Middletown, DE 19709-4652

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  Amazon.com

  1 Centerpoint Blvd New Castle, DE 19720-4172

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  Amazon.com

  4255 Anson Blvd Whitestown, IN 46075-4412

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:04/03/2023

  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 ordered on Dec 10, 2022 Order #***-8206504-6574663 Beats Studio3 Wireless Noise Cancelling headphone$169.99 Sold By: Amazon.com Services LLC Scheduled return pickup on Jan 2 Jan 3-Picked up and on the way back Refund sent once we get the item *** shows proof of delivery on January 6, 2023 to Amazon warehouse *********.The first time I *******ed Amazon, they said the item had been received at their warehouse but hadnt been processed yet so I was to wait 60 days to allow them time to process.They told me after the 60 days if it hadnt been processed to ******* them back and they will manually process the return and refund for me. I waited and then called after the 60 days.At this time, Amazon says they havent received my return yet and now I need to ******* the carrier, *** for help.I climbed the ladder as high as I could about this misinformation and the supervisor says now they cannot help and I have to do it this way.But reassured me if I ******* ***, they will ******* Amazon and all will get resolve do for me.I ******* *** and they say they cant file any claims now that its been over 60 days.I now wonder if Amazon knows this and that is a loophole they are using to not credit me back my money.Amazon to discuss this after and spoke with a supervisor who says, they can refund me. wait another week and no refund still. call back again and they say no I have to ******* *** its just their policy. escalate to amazons top tier team.am told that they will send me an email asking some questions and I just need to respond to the questions and they will send to the financial escalations team for review and it will take 72 hours for a call back.on 3/6 with **************** on 3/14 with ***** A. And again on 3/20 with ************ as all of these people sent me emails and I responded and they were supposed to escalate and they did yet nobody ever *******ed me after 72 hours and they still havent.Now everytime I try to discuss this with Amazon they saymy returnwindow hasclosed

  Business Response

  Date: 04/15/2023

  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 and see that more than 60 days passed after your order was delivered to the returns center. Unfortunately we are unable to take any action.
  
  As mentioned by our customer service department, please check with *** to see what they can do for your in this case.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We look forward to see you soon.
  
  Regards,
  Praveen M
  Amazon.com.
  ***********************************

• Initial Complaint

  Date:04/03/2023

  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 # ***-6068486-7581865 placed on March 31, 2023, was to be delivered to my address. On April 1, 2023, Amazon delivery driver did not deliver my order to my address. Instead he sent me a message saying he could not get inside the building then he left my order outside of the building on the sidewalk. The package was left out in the open and no where near my apartment. It was then stolen. I contacted Amazon several times by phone and by Chat they refuse to refund my money. There is a photo of the package lying on the sidewalk clearly not placed inside a secure Amazon Locker available inside the building nor was it delivered to my apartment. The amount for the order was $35.78. I asked for a replacement or a refund. Amazon customer service refused and told me I agreed to assume a risk of loss when I purchased any products. I did not agree to this nor did I agree to allow the delivery to be dropped on the sidewalk. I expected my order to be delivered to the exact address listed on the shipping label.

  Business Response

  Date: 04/13/2023

  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 and see that your order has already been refunded on Tuesday, April 4, 2023 in the amount of $35.78 where $16.78 was issued to the card and rest to the gift card balance. I hope the issue is already resolved.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We look forward to see you soon.
  
  Regards,
  Praveen M
  Amazon.com.
  *****************************************;

• Initial Complaint

  Date:04/02/2023

  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.

  Hello. I mis returned an item on my Amazon order by placing the labels incorrectly on the boxes on accident. The order I sent the wrong item for by mistake was 114-7674500-5121037. You guys should have the correct item which arrived broken in the Prada sunglasses return for order 112-9140805-2889825. I realized this after I sent it back. So when you guys see that order that I sent back the same day it was just mislabeled. So inside of the Prada return tracking number box there will be the broken Balenciaga sunglasses.. I accidentally sent the Prada glasses back to ******************* and the Bottega sunglasses to you guys.. please help me resolve this issue as I am a very loyal customer to ********************** and I dont want to be out of a loss of two pairs of sunglasses valuing over $600 dollars ************************* already notified me about the error and are sending the Prada sunglasses back to me. Discarding the glasses would be theft on your behalf. The glasses in the box were suppose to go back to ******************* please do not discard and send them back to me as they are $400 dollar sunglasses. I notified Amazon about this and they told me they already discarded both sunglasses and will not be refunding me even though the Balenciaga Sunglasses that arrived broken were returned to you just using the label for the Prada sunglasses because I made a simple human error. So I am now out of over $600 dollars. I spend thousands of dollars monthly on Amazon and it is not fair for you guys to treat me like this for being such a loyal customer for so many years. Please help me resolve this issue immediately. Regards, *******************************.

  Business Response

  Date: 04/04/2023

  Hello Crystal,
  
  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 mixup in returning the items.
  
  I've checked the Order ID: ******************* which was for "Balenciaga Women's Dynasty Sunglasses, Shiny Black and ***** Havana, One Size" and see that the item returned using the return label was Balenciaga Women's Dynasty Sunglasses, Shiny Black and ***** Havana, One Size in used/damaged condition. The item was completely scratched. The item we received was discarded. 
  
  Order ID: ******************* for Prada PR 17WS Black/Dark Grey One Size was returned by you using the **** Tracking shows delivered on March 31, 2023. The return of the item and processing takes upto 30 days. I would request you to please wait for the email from the returns department.
  
  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: 04/04/2023

   
  Complaint: 19887604
  
  I am rejecting this response because: no refund has been given. My sunglasses were discarded I spend over *****k annually on Amazon and this is how I get treated why havent I been refunded?
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/02/2023

  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 March 21, 2023, the Amazon Pharmacy notified me by email that my "medication Est***** is now available for purchase" and that I "can order [my] medication now." I had never had a problem ordering a prescribed medication from the Amazon Pharmacy before, but this time when I followed their usual website procedure by clicking on the medication listing that said I could order it, it would not put it in my cart, so I could not order it. Over the past two weeks, I have spent well over an hour talking with Amazon Pharmacy customer service reps to try to get them to fix the problem. They told me that they have asked their IT department at least three times to fix the problem so I can order my medication. IT just claims that it's fixed when it's not. Although I keep telling the customer service reps that I need my medication mailed to me because I'm disabled, they keep telling me that they want to "fix" the problem by transferring the prescription to a non-Amazon pharmacy for me to pick up. It would also cost me a lot more if the prescription was transferred out, because I would get the medication very inexpensively from the Amazon Pharmacy since I have Amazon Prime. I have repeatedly told the customer service reps that I will file a ******************** complaint if they don't fix the problem, and I've seen no evidence that they care about the BBB. I want the Amazon Pharmacy to fix the problem so I can get my medication from them.

  Business Response

  Date: 04/25/2023

  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.
  
  Thank you for bringing this complaint to our attention and for providing Amazon Pharmacy with an opportunity to respond. 
  
  As a member of the Better Business Bureau, we take the responsibility of addressing customer concerns very seriously. We're unable to provide protected health or account information to the Better Business Bureau in response to the customers feedback. Should the customer have additional questions or concerns, we ask that they contact us directly by calling ************.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We look forward to see you soon.
  
  Regards,
  Praveen M
  Amazon.com.
  ***********************************

• Initial Complaint

  Date:04/02/2023

  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 disabled my account and I have pending orders I can't access that's worth almost a hundred dollars. They disabled my account due to payment transactions related issues. I don't know if my kids tried to play on my phone but it's not right to automatically cancel my account. This is like the 3rd time they did this to my account and I called them and was given a run around. I was told to allow 30 minutes to get an email to get my account back but more than 5 hours passed by and my account is still disabled. Been checking from time to time but I can't access my account. I want them to reimburse me with the order I placed that I can't access and even check. Dates March 13th until April 3rd.

  Business Response

  Date: 04/16/2023

  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 April 3rd, 2023.
  Sincerely,
  Amazon.com

  Customer Answer

  Date: 04/17/2023

  Hi, this is n regards to ********. I received an update from Amazon after calling them and they permanently closed my account which I don't have any access to my account for good. I have an item I was going to return and I can no longer access it. Every time I called them they gave me a run around and promised that they can help restore my account but at the end of the call they sent me an email giving decisions that my account is closed. Not right, I need to return an item but I can't and they cancelled my orders but took my money with products I did not received

  Business Response

  Date: 04/29/2023

  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 4/30/2023.
  
  Sincerely,
  
  Amazon.com

• Initial Complaint

  Date:04/02/2023

  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 bought a robe in November from Amazon, order# ***-9307364-8300209 for $43.29. Now the zipper will not work at all and they are refusing to refund all of my money. Amazon told me I had to send it back, at my expense, and I would only get 50% of my money back. This is not acceptable. I want all of my money back and if they want me to send it to them, it will be at their expense.

  Business Response

  Date: 04/03/2023

  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 and see that you have placed the order on Friday, November 4, 2022. The return time expired on January 31, 2023.
  
  Post the return time we are unable to accept any returns. 
  
  Normally, post return time, its manufacturer's responsibility to either fix the item or replace it. You may want to contact the manufacturer to see if they can help you.
  
  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: 04/04/2023

   
  Complaint: 19887123
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/02/2023

  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.

  Ive been having issues with Amazon since February about tablet so I sent back to them to be replaced or repaired under warranty. Well after almost two whole months they came to a solution because the tablets were out of stock and gave me a credit to get more tablets but the specific ones I wanted were out of stock as well so I decided why not use the credit for basic necessities. I placed my orders and I went on vacation. My first set of items were delivered on march 31st and the second set of items were delivered on April 1st. Both deliveries had items missing and Ive been contacting them for the past two days to understand how my items were missing if they were supposed to be packaged in one order. I have 4 items missing. One representative emailed me and said she would provide me with a replacement or refund if I didnt receive everything my Monday. Today is Sunday I contacted them again to be sure and to my surprise every agent I spoke with basically told me they could refund or give me a replacement because of an order that I reported as missing months ago! I also have proof on my ring camera that order was never delivered but because they gave me a refund for it they refuse to refund or replace my items that are missing from my packages which I have also taken pictures of ! This is ridiculous my main solution was a replacement considering I paid with an Amazon gift card ! But this is ridiculous and their customer service communication skills are awful!

  Business Response

  Date: 04/04/2023

  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.
  
  A careful review of your account reflects that the correct information has already been provided. 
  
  Were sorry to hear that you havent received your item(s) from order #***-9107748-1715469.
  
  Based on the results of our investigation, we aren't able to provide a REPLACEMENT/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 ************************************************************************************ for 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 in this matter.
  
  Regards,
  Pratap
  
  
  

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19887029
  
  I am rejecting this response because:I couldnt understand if it was risk of loss if my packages were stolen or missing but this is something that happened inside of your Amazon warehouse ! Never once did I say packages were missing I said items were missing from the packages and you guys refuse to replace them because of a package I reported missing a whole year ago! This is why I wrote a complaint because this is seriously ridiculous and inconsiderate and at this point someone needs to pull cameras because theres no way my items should not have all been packaged when I ordered them at the same time. Every single item should have been in those packages ! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amazon has preauthorized my card for validation purposes according to one of their supervisors named *****. According to this gentleman, it is their business practice to run any cards saved to your wallet to verify validity even when you have no open memberships or transactions with them. This is quite frustrating as my credit card company has now shut down my card due to this possible fraudulent activity. I would like Amazon to provide me with documentation that shows that it is legal for them to verify cards with no pending transactions.

  Business Response

  Date: 04/04/2023

  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 Card Payment Verification on Amazon.
  
  When you place an order, you may be asked by your bank to verify the purchase. Your bank may ask you to verify using finger-print or facial recognition technology that is already in place, or by entering a unique security code sent to your email or by text message. You will need to follow the instructions on your bank's website before completing the purchase
  
  To verify your card payment using a unique security code, check your phone or e-mail inbox to retrieve your code and enter the code as prompted.
  Once complete, youll be redirected back to Amazon and get a confirmation that your order has been successfully created.
  
  If you get an error message or cant complete verification successfully, please contact your bank or visit your local branch, as they might be able to provide further details on why your verification has failed. Then you can try completing the process again.
  
  I hope this helps.
  
  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:04/02/2023

  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.

  There is no reason for this account to be closed. This is an account I have barely used and it's completely wrong for Amazon to have locked me out of it.

  Business Response

  Date: 04/12/2023

  Hello,
  
  We have denied the customers request for a refund.
  
  Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 4/12/2023.
  
  Sincerely,
  
  ***
  Amazon.com

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19886874
  
  I am rejecting this response because: they did not unlock my account. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cat back exhaust in dec 2022 and after receiving it I decided too go another route so I sent back the product. the credit card I used to pay for the cat back system was hacked and my bank closed the card and issued me a new card. my bank and amazon both tell me as long as its the same institution the refund should go through. amazon received the product back on January 9 and I still have not received refund. too many phone calls to list as well as emails. in February they told me they would send a paper check but I never received any check. they owe me ******* and I feel like I'm never getting it back. I call 2 or 3 times a week and talk to amazon reps who assure me they can help me but the next day I receive email telling me a refund could'nt go through, no one can ever tell me why refund cant go through but then assure me they can help me and we start the whole process again. can you please help me get my refund. Thank You

  Business Response

  Date: 06/02/2023

  Hello,
  
  I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB. 

  We received your email regarding the order 112-9135052-9191440.We processed a refund of ******* USD to your bank account on ************** should have already received a refund.

  If you need more information about the refund, please contact your card issuer.
  
  Please feel free to contact ** directly by replying to *********************************************** if we can be of further assistance.
  
  *****

  Customer Answer

  Date: 06/03/2023

   
  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,
  
  *********************