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

59,759 total complaints in the last 3 years.
21,478 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:03/23/2023
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.
For approximately the last year my items have been delivered to the wrong town. Despite multiple calls to Amazon, this has not been resolved. I have given them GPS coordinates to my home. I have a description to of my home in the delivery instructions. They are still delivering to the wrong town, approximately 7 miles away.After filing yet another complaint for incorrect delivery by Amazon, I get an email (see below for copy of email) from their executive customer service stating that yes, they can see that it was delivered to the wrong town. They issued a credit for just one of 3 deliveries that happened yesterday. Got an email from Amazon stating my account has been closed due to their incompetence. ---------- Forwarded message ---------From: <*****************************************>Date: Wed, Mar 22, 2023, 11:05 PM Subject: A Message from **************, Amazon.com Executive Customer Relations To: <******************************************************************>Hello ***,I'm ************** with Amazon's Executive Customer Relations.I'm sorry to hear about the problem you've had with your orders being sent to the wrong address still.i was able to find the coordinates you had previously supplied and updated the delivery point. It looked as though it had been moved back to the incorrect address.I've created replacements for you at no additional charge.The estimated delivery date for your replacement order is Friday, March 24, 2023. To see the order details of the replacement order, visit Your Account at the top of any page on our website or use the following links:*********************************************************************************** ***************************************************************************************** I hope this helps. We look forward to seeing you again soon.Best regards,************** Thank you.Amazon.com
Business Response
Date: 04/22/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 22-Apr-2023 confirming account reinstatement.

Sincerely,

Amazon.com
Initial Complaint
Date:03/23/2023
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.
This complaint is in regards to Amazon repeatedly manipulating product reviews by denying reviews submitted that are critical of products which pay Amazon to appear at the top of search results.My most recent review did not in any single wah violate any guidelines set forth by Amazon and should be immediately reinstated. I will continue submitting these complaints every time Amazon falsely denies any reviews I made.
Business Response
Date: 03/24/2023
********************** reviews are an integral part of our website, and we would like to thank you for submitting a review. We sometimes delay posting reviews so we have the opportunity to verify authenticity and check for inappropriate content. Reviews are usually posted online within days of submission.

Amazon Review Moderation team
Customer Answer
Date: 03/24/2023

Complaint: 19639986

I am rejecting this response because:

The business did not properly review this complaint. The business already reviewed and rejected my review, but provided no evidence as to what in my review was actually in violation of any policies. It is my belief that this was not a justified removal and I would like the business to explain their decision.

Sincerely,

*********************
Business Response
Date: 03/28/2023
Hello,

Thank you for bringing this matter to our attention. We took appropriate actions as per our team guidelines. Due to customer and selling partner confidentiality policies, we limit the information that we disclose in regards to internal investigations and any respective next steps we take; however, we appreciate you for bringing this matter to our attention.

Thank you for helping us to identify this issue to improve the Selling Partner and Customer Experience in our stores.
Customer Answer
Date: 03/29/2023

Complaint: 19639986

I am rejecting this response because:

The business is refusing to provide a response or acceptable statement in regards to their deceptive and abusive business practices.
I request that the Better Business Bureau not acknowledge this response from the business until they provide a proper, non-automated response to this inquiry.

Sincerely,

*********************
Initial Complaint
Date:03/23/2023
Type:Billing 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 placed order #***-8900902-0656256 on 03/20/23 and 2 days later I received an email saying my account has been closed as "we closed another account of yours for not meeting the terms of our Conditions of Use agreement". I have never had a different account of mine and the Account Specialist does not seem to be looking into the issue attentively replying with regular scripts.How can I get my account back working? Thanks.
Customer Answer
Date: 03/29/2023
Dear BBB Team,

I am happy to let you know that the complaint ID ******** was solved by Amazon recently. After a couple of emails back and forth when they were answering to me with the same predefined script about some "other account" I had (that I have never had in fact and was trying to figure out what was wrong with that), eventually they replied that all that was an error and the account was unlocked.

They still did not explain things though but at least I got the account functioning back again.

Thank you for your valuable assistance on that matter!

Best regards,

******
Initial Complaint
Date:03/23/2023
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.
For order 112-7360074-4993019, amazon issued the refund to buyer and we received the item back and they are not our items. We tried to file the safe-t claim however amazon says it is not eligible due to "Seller needs to be debited to be eligible to file SAFE-T claim". Per our order detail, amazon already issued the refund to buyer.Item subtotal:$65.99 Shipping total:$24.19 Tax:$4.62 Refund:-$94.80
Business Response
Date: 03/24/2023
Hello,

I'm Harasankar 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've reviewed your complaint and checked the order in question.

Upon checking the order I see that a refund of $94.80 was issued to the original payment method on Thursday, March 23, 2023.

Refunds typically gets processed within 3-5 business days from the issue date.

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

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

I hope this information helps. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Initial Complaint
Date:03/23/2023
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 November 3, 2022 I purchased a Ferdy Tahiti 55" Acrylic Freestanding Bathtub, Elegant Oval with Amazon. The total cost of the item was $1081.24. On December 24th, 2023 item was returned. After numerous phones and speaking with multiple representatives I still have not received my refund. I also completed an Incident Report on Feb, 24th 2023 and as of today (March 23, 2023) I am being told that I cannot have my refund.
Business Response
Date: 03/24/2023
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 the refund on return of the Order ID: *******************. We will not be able to issue a refund at this time.

We need the correct item top be received and processed at our returns center. The tracking on the package shows returning to sender, and does not show it reached the processing location.

I would recommend you reach the carrier and arrange for a delivery. As an alternative, you can request a new label for returning the item.

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,
Raman R.
Amazon.com ****************
Customer Answer
Date: 03/27/2023

Complaint: 19639318

I am rejecting this response because:
On December 28, 2022 when the package was picked up I was given a tracking ID Number ID: ************. I called customer service in January for my refund and was told I have to wait 30 days which I did. I called again in February and was told to complete an Incident Report. I completed that report and was told via email that someone would reach out to me within 1-3 days, that never happened. In March I reached out again and was told that "they are sorry" that no one reached out to me before today but because I answered " I don't know" for the kind of pickup for question number 4 I cannot get a refund. Another customer service member told me to respond then which I did but then I was told by another that it was too late.
If you look at the options for the question number 4 on the Incident Report these are the options-, "How did you ship back your return? ( For example: *** picks up, *** drop off, mailed with ***** or ************* *************** etc." it does not give the option for Amazon Pick-up and I was told I should have written that. How would a customer know this. ********************** is clearly knows that a customer would not know to type "********************** PICK-UP". How would the customer knows this and why did't ******************** customer service contact me within the days, "To be considered for review, the Incident Report has to be completed before this date: March 6 . Send one set of responses for each package containing an item that you returned to Amazon but haven't yet received a refund. We typically respond in about 1-2 business days.
Thirdly, an Incident Report should be completed by an Amazon Representative with the customer.

Sincerely,

***********************************
Initial Complaint
Date:03/23/2023
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 Dec. 25 2022 I received a gift card for $200.00 from my Son for Christmas. I activated this gift card from Amazon on December 28, 2022. The card was activated through Amazon through there website. The gift card was approved for the $200.00. On January 28,2023 I made a small purchase of $7,74 using this gift card. There was no problem with this purchase. When I tried to use the balance ($192.26) to my surprise Amazon had withheld ($192.26) for no reason and I was not notified of any problems with this gift card. On February 2, 2023 the amount was withheld. I did know that the card had a zero balance until early March 2023. When I tried to use it. After many phone calls to Amazon customer service and hours on the phone they will not tell me where my $192.26 is. They say they have an investigation team to handle these complaints and I would be contacted by email with the results within 24 hours. I have no emails at all regarding this complaint. All I did was make a small purchase and four days later Amazon withheld the balance. No notifications at all about withdrawing the balance on my card. Card in question number is ASPS-QYCM9W-9R2AD. This is an actual Amazon Gift Card. Please help!! All my phone calls to Amazon customer service has not been able to resolve this issue. Thanks *****
Business Response
Date: 03/30/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Upon checking, I see that the gift giver disputed the charge on their account hence the gift card was revoked. We would request you to contact your gift giver regarding this issue.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

*******************************
Amazon.com
***********************************
Initial Complaint
Date:03/23/2023
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 the Maxi-****************** Compact car seat and stroller set on Amazon.com for my new born. On March 18th I received an email from Amazon stating that this item has been recalled and I should stop using it immediately. I then called customer service and the representative process a return label. I then returned the item to a near by *** and paid for them to return it back to Amazon. Soon after that Amazon then process a refund as a gift card of for the original purchase of $518 which I did not want as a gift card. I have used my Discover credit card to purchase this item and wanted it at least thought that the refund was going back to my credit card instead of an Amazon gift card. I never realized that they have processed my refund as a gift card therefore, all of my purchases were coming from my $518 refund which I then realized that is what Amazon has done. I immediately called customer service and requested that my refund should be credited to my Discover card not an Amazon gift card. I was told that they will not credit my Discover credit card because $18 has already been used. I told them that I did not realized that they had processed my refund as a gift card and I just realized that thus, the reason why I was calling. *** attempted to have this issue resolved several times and was told there is nothing they can do. My credit card is now short of $518 and I have also used my credit card to purchase a new car seat and stroller set from ******** I am a single mother with a new born that needs my money to take care of my new born and I feel like Amazon has rubbed me from doing so. I am asking that this issue be resolve as soon as possible.
Business Response
Date: 03/24/2023
Hello,

I'm Harasankar 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've reviewed your complaint and checked the order in question.

Upon checking I see that the refund has been resubmitted to original payment method on Friday, March 24, 2023.

It will be processed within next 3-5 business days.

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

***************************************************************************************;

I hope this information helps. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Initial Complaint
Date:03/23/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an amazon order yesterday, stated it would be delivered late yesterday evening. No package. I called customer support spoke with "******" kept saying how sorry she was but in essence there was NOTHING that she could do. She kept saying maybe I should "look around my neighborhood"! Really, you want me to do your job! then she transfered me to shipping ***** That person would NOT give me her name, stated that the package was delivered and there was nothing more she could do. I told her that I would not settle for that, she hung up the phone call on me. Where can I get a job like that? Then if thats not bad enough I cannot understand them reason being they are from another country. When asked to speak to someone in America, again they hang up on me. I just wish there were more competition against amazon, maybe just maybe they'd straighten out>
Customer Answer
Date: 03/23/2023
Order # ***-2411241-6180200
Business Response
Date: 04/04/2023
Hello Reno,
.
I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We're sorry to know about the delivery issue with your recent order.

Unfortunately, we could not locate the order in your complaint. We request you to write us back with the order ID for further assistance.

We hope to see you soon.

Regards,

Abhishek
Amazon.com
*****************************
Business Response
Date: 04/06/2023
Hello Reno,
.
I'm Abhishek from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for writing back to us with the order ID. However you've not mentioned the name of the product you've not received.

We also need this information to look into this further.

We hope to see you soon.

Regards,

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

Complaint: 19639106

I am rejecting this response because: I have contacted customer service as per instructions, no solution to the problem. My feeling is they dont care one way or another if this is resolved or not. My decision is to no longer have Amazon as my mail order provider for goods. I have found and used another service with great satisfaction. When Amazon prime is up for renewal please bypass me, I now use another service. I would not recommend Amazon based on their customer service is so *** in getting proper help.

Sincerely,

***************
Initial Complaint
Date:03/23/2023
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 am part of the Amazon Preview Program where they send you surveys on TV shows and movies that they make. Sometimes the surveys you take they will give you Amazon gift card credit which they deposit into your Amazon account. I have been part of this program since Oct 2021. In that time they have only sent me one survey which actually gave gift card credit, all the other surveys I did I took the time out of my day to do them for free. The one time they sent me a survey which had gift card incentive they never even deposited the credit to my account! I took the survey in November of 2022 and it said that the credit would be added to my account within 6 weeks of the survey close date. I'll add a screenshot of the email, it says that the survey close date was December 7th 2022. It has been months since the survey has closed and they still have not added any credit to my account! I am also including a screenshot of my gift card history which shows nothing has been deposited into my account!
Business Response
Date: 03/24/2023
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 understand your concern regarding Amazon credit for taking the survey. I'm sorry for the inconvenience caused.

I've tried looking for that survey email and the details on your account however I could not find it. I request you to please help us with the date of that email when you have received it along with the email id where it was received.

Once the details are received, I'll be able to look into it and help you further.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 04/06/2023
Here is a screenshot of the last email that they sent me. It has been a week and no response from them! I replied to that email saying ''Thank you for the update. I will wait a few more days until I update my bbb complaint'' but you closed the case before I could respond.
Business Response
Date: 04/14/2023
Hello *****,

I'm ***** 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've reviewed your BBB complaint and understand your concern about Amazon Preview Program. We escalated this issue to the dedicated team for Amazon Preview Program. The team has informed the following message -

"The customer will be paid out within 2 business weeks"

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 04/17/2023
I accept the response but I'll believe it when I see it
Initial Complaint
Date:03/23/2023
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.
The refund for the order number 113-4966469-8536258 is stuck for days. I have contacted the seller at the beginning of March for the return label. The seller never replied. Amazon told me they will file my refund and I will get my refund soon. But it's at the end of March, I do not received any money. Amazon keep asking to wait for it. I am very disappointed and frustrated.
Business Response
Date: 04/11/2023
Hello,

We have denied the customers request for a refund.

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

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 04/11/2023

Complaint: 19639022

I am rejecting this response because:
I have contacted several times for the mailing return label.
I contacted during the returns period, the seller accepted my request&, but never provide mailing label.
I brought the product to Amazon fresh and they told me that I have to have the return mailing label.
I have tried to contact the seller for several times, by myself or through Amazon Customer Service.
The seller did not reply any of the messages.
I am willing to return the product for the full refund.

Sincerely,

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

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