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: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 several items from Amazon during the month of January 2023. I didn't like the fit/and or quality of 5 of these items so I requested that I send them back for a full refund. I chose the option to bring these items to an Amazon locker that is close to me. I dropped these items off approximately January 13, 2023. I received a refund in January as well. Then in March I have been "retro charged" for these items again, because Amazon is stating that they have not received these items. After speaking with a customer representative I was told that an Amazon employee scanned my items in but they never reached the warehouse to be processed so Amazon has charged me twice for items that I don't have. I have tried to contact them SERVERAL times and I am not getting consistent information on when my refund would come. Please feel free if you need any documentation to help prove my case and get my money back from them.
Business Response
Date: 03/25/2023
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 am sorry for the inconveience caused to you with the retro charge. Upon checking the order details, I see that the retro charge was refunded on the respective orders. Refunds usually take 3-5 business days to reflect on your account.

For more information on the refund details, please contact your issuing bank.

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

Regards,

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

Complaint: 19638841

I am rejecting this response because: order number #***-5581746-4084240 has not been refunded. These items were picked up from the Amazon lockerand have been lost in transit while in your(Amazons)care. This is not my fault and I would like my refund for these items. There are a total of 4 items regarding this order number. Please type in the whole order number as 2 orders that I have returned end in the same four digits.

Sincerely,

*****************************
Business Response
Date: 04/18/2023
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.

In continuation to our previous correspondence, I have checked with our internal team and see that the package is still not processed at the return center.

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 March 19 2023, we recommend that you reach out to the carrier that you used to return the item to Amazon.

Thank you for your understanding.

Regards,

Mahesh. *****
Amazon.com
www.amazon.com
Customer Answer
Date: 04/18/2023

Complaint: 19638841

I am rejecting this response because:

Sincerely,

*****************************
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.
Around February 28th. I bought a twin sized bunk bed. Order #***-5606418-7377056 . I canceled the order before it even shipped. They told me I would receive my money back, the item was $400 I still havent received anything!
Business Response
Date: 03/24/2023
Hello,

I am Mahendra 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 Order ID: *******************.

Based on the order details we can see the item is cancelled and we amazon only charge at the time of shipping.

Here in this case as the order is cancelled you were not charged, the charge you are seeing is just authorization which is cancelled and it will be reversed back to your account.

If the amount is not added to your account, I request you to contact the bank so that they can check and reverse the amount.

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,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:03/22/2023
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 wireless earbud from Amazon, and when returning it, I did exactly what they had asked to do. I printed off the return label and took it to the *** store. I have proof that *** sent out the item, and the item was received twice! The office manager with *** has help me track this information!Ive tried contacting Amazon several times about getting my refund on the item!Below is the response that I get on top of having two representatives be extremely rude and disrespectful, would not allow me to speak with management or their supervisors to get this taken care of! The only thing Im looking for is a refund for an item that has already been sent back and signed for. I have the documentation if you need it. They are telling me that I need to communicate with ***. However, *** is telling me that they cannot do a lost item report due to an asked to come from the one that signed/received the item! I refuse to lose $100 just because of POOR customer Service! I have shopped with ********************** for years and then a Amazon prime member for years! To have been treated the way that I have been over the last three months trying to get this refund is ridiculous!And unfortunately, this is the only way that I have to take the next step!Again, below is the response that I received and keep in mind that this representative was EXTREAMLY RUDE, would not allow me to Express, or explain the situation, and when I asked to speak to the supervisor, they declined and hung up! I apologize that you haven't received a refund for the item you returned. Since this item wasn't scanned by the carrier, and more than 30 days have passed, we're unable to issue a refund or assist further.Thank you for your understanding.We'd appreciate your feedback. Please use the buttons below to vote about your experience today.Best regards,************
Business Response
Date: 03/25/2023
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 am sorry for the inconveience caused to you with Order ID: *******************. Upon checking the order details, I see that the item wasn't scanned by the carrier, and more than 30 days have passed,

Considering the above condition, the system had denied processing any further concession on the order.

I hope this helps.

Regards,

***********************
Amazon.com
Customer Answer
Date: 04/01/2023

Complaint: 19638276

I am rejecting this response because: there is an agreement between Amazon and **** that I cannot file a claim, stating that the package was lost between it being scanned at *** and being signed for by Amazon! Attached is the proof that there was a signature obtained for the delivery at the Amazon location! I am just looking for a claim to be filed so that I can get my refund .

Sincerely,

***************************
Initial Complaint
Date:03/22/2023
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 21 March 2023 I placed an order with Amazon for a camera lens (ORDER # ***-7250886-8755443) and selected and paid for one day shipping. The order total was $437.62 with the key part being the one day shipping - so I could deliver as a gift. The order did not show up on 22 March and is not expected to show up until 24 March now - if that even occurs. Over the past 6 months I have paid extra for shipping with Amazon and they have routinely not delivered on time and did not provide automatic refunds. Instead, they require multiple conversations with slow responding customer service representatives that quite honestly just waste time. It's a complete scam and the company preys on the consumer just not following up and requesting a refund for a late delivery. Because the refunds aren't automatic, they are literally scamming people out of probably hundreds of thousands of dollars a year. It's amazing that nobody has filed a lawsuit.
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 the delivery issue.

I've checked on your order details. I can see the delivery date provided for your order was between Wednesday, March 22, 2023 - Friday, March 24, 2023. Email confirmation was sent with the same.

When you select one-day or two-day shipping, the order gets delivered to your provided address within 1 business day after it is shipped and not from the day the order was placed hence we provide the estimated delivery date while placing the order.

I see the order was shipped on March 22 and it got delivered to your address as per the tracking details on March 23rd around 12:05 PM. Which is within 1 business day and between the given estimated delivery date. This order considered to be within time delivery.

If any order is late and is beyond the estimated delivery date, if any additional delivery charges are paid, our system automatically refunds those charges first and give additional ***** hrs for the order to arrive. If the order does not show up; then it refunds.

In rare cases if the refund is not automatically issued, we request our customer to notify us for this issue so that our customer support team can get this done for you. I appreciate your understanding and patience on this matter.

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
***********************************
Initial Complaint
Date:03/22/2023
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.
Today March 22, 2023 I contacted Amazon at 6:25pm and spoke with a representative in regards to my package being postponed even thought it was a guarantee delivery for today Wednesday March 22, ***** by 10pm. He just kept telling me to wait for it and didn't offer any help in regards to my package or the money I lost due to me having to pay my mechanic 50 for rescheduling the fix since I didn't have the part. Well I asked for his company ** or anything that identify him bu he refuse since I told them I was gonna summit a complaint to the BBB. Well he transferred me to another representative which didn't help me and kept refusing to provided me with anything. Then I was transferred to a supervisor who's name I remember which is ********, he didn't provide me with the ** but stated that he escalated the issue so the reps would get coah and gave me 25 dollars as a credit. I asked for the chat transcript to be sent to my email and he stated that he couldn't do it and that it would be in the chat history once I ended the chat. Well I ended the chat and went back, guess what? I saw all my previous chats with customer service expect the one I had with them today Mach 22, *****. They erased like I never talked to them but the credit was applied to the account. Why would Amazon erased a chat transcript or denied a customer his request to be email to him unless they were doing something wrong or illegal. Unfortunately I didn't Screencast the chat since I'm pretty tired from work. I just want to make sure the people I spoke to are coach so that this doesn't happen to anyone else and make a.azon take responsibility for thier fake delivery guarantees.
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'm sorry about the delay in the delivery of your order and for the bad experience you had with our customer support team.

I've checked on the chat history, I can still see that chat you had with 2 of our associates and 1 leadership team member. Also we do not have any option to delete the chat logs as they are saved for quality and training purpose. It must be a technical glitch due to which you are not able to see that chat on your mobile app. I'd request to please try again after sometime.

Rest assured, "********" who helped you on the chat have taken the feedback and have forwarded to the concerned team to ensure a necessary action is taken to avoid it happening again in future and was successfully able to add the credits too on your account.

I appreciate your understanding and patience on this matter.

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: 03/24/2023

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,

******** De *****************************
Initial Complaint
Date:03/22/2023
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.
It has been many months as a writer my books are being sold on Amazon I have not received any pay or royalty. Beginning in December 2022, I called customer service they claimed that I need 3 months in order to receive any payment. I realized they are selling the books and I am getting any payment. Imagine, I took time to write a book, I had to research and type it for someone to just steal it. Today, I am asking for your help to solve that issue. I also believe that Company needs to be investigated by national authorities. I thank you in advance for your help. Kindly,Author
Business Response
Date: 04/04/2023
On 3/27 a member of KDP's Executive Customer Relations team reached out to ************** to explain that we require that he make updates to the banking information we have on file due to a confirmation failure, and once updated to let the team know to proceed with further necessary action. The team never heard back and reached out to ************** again on 3/30 requesting a follow-up. ************** wrote back the same day asking what information should be updated to which the team provided the information again but have not heard back since. Once the banking information is updated, the *** team will be able to assist with a resolution.
Initial Complaint
Date:03/22/2023
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 what was supposed to be a NEW Dyson 11 vacuum from Amazon on Feb 7, 2023 but it was a USED one. After a few weeks it didn't work. I called Amazon and they wanted me to send it back and charge me a 25% restocking fee. I called Amazon customer service people multiple times (March 10, 13, 14, 15, 16, 17 & 18) telling them I wanted 100% of my money back and should not have to pay a 25% restocking fee. They kept apologizing and telling me not to worry but they wouldnt give me my money back! All they did was send me the same email telling me I needed to pay a 25% restocking fee. Besides that, I can't understand them because they don't speak English. I called Dyson Vacuums and was told Amazon rips people off like this all the time. He said to always buy directly from the manufacturer because Amazon buys used and sells the products as if they are new. This is absolute fraud! Please help me because I am at the end of my rope dealing with Amazon. They think because they are a big company, they can s**** the little guy!I want 100% of my money back and don't want to pay a 25% restocking fee. Also, I don't want to pay any shipping costs, such as postage, boxes, or packaging material. If they want the vacuum back, they should come to my house and pick it up. I should not be required to do anything since they committed fraud. Amazon should not be allowed to rip people off any more by selling USED products as NEW!
Business Response
Date: 03/25/2023

Hello,
We have reviewed the issue filed for the Order ID and noticed that the Buyer wished to return the item for a refund.
Since the item received by Buyer is in a different condition, Buyer is eligible for a full refund. However, to proceed with a refund, per policy the item needs to be returned
to the Seller in the original packaging within the return window.
Hence, requesting Buyer to return the item within return time frame with the prepaid return label provided **** Label: 1Z0V2Y989011518482).
In summary, Buyer is required to return the item within the time frame to be eligible for a refund.
Sincerely,
Initial Complaint
Date:03/22/2023
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.
On March 15, 2023 I ordered 2 poly gel nail kits that were guaranteed to be delivered on March 15, 2023 from Amazon Business that didn't arrive until the next day. On March 21, 2023 I ordered a ************ Grill that was guaranteed for delivery on March 22, 2023 that wasn't not delivered on the date that was guaranteed to be delivered on. I pay a membership fee for Amazon prime that part of its benefits is express/next day delivery on certain items. Said advertisements/guarantee falls under false promises/advertisements.
Business Response
Date: 04/05/2023
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 recent Order ID: *******************.

As an Amazon.com customer we want to you have outstanding service whether you're working with Amazon.com customer service or with one of our carriers, and I'm very sorry this wasn't the case here. 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.

We value customer feedback like yours, as it helps us improve our processes.

To make this right for you, I have forwarded your feedback internally so that they can look into this and take investigate with our carrier partners.

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

Regards,

****************
Amazon.com
*****************************
Customer Answer
Date: 04/05/2023

Complaint: 19637417

I am rejecting this response because:
It doesn't resolve the issue.
Sincerely,

***********************************
Initial Complaint
Date:03/22/2023
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 really goes back over 2 years. and the reason I didn't file complaint all this time was because we had a company with lawyers/arbitrators trying to work out something and get them to discuss, with not much luck so I need to file this complaint.We are amazon sellers for years with *** and downs. In 2020 we did what many others were doing to help us survive we sold masks and other items for covid. We *** have done or sold something that *** be against amazon (of the many) rules, but we were not aware of any wrongdoing and still not aware. Unfortunately, Amazon shut our account with no warning and no one to talk to (amazon style). At that time Amazon had our funds over $90,000 which we figured will receive after 90 days. On around Feb 2021 suddenly $85,855 was removed from our account with no explanation, with comment "for expenses". The balance $6991 is still in our amazon account with no explanation why it's not released. We tried communicating with them and of course (again Amazon style) they were being very hard to communicate with and being very vague in what the issue is and how to repair if at all possible. All this dragged on a long time and then we hired this lawyer/arbitrator company. They are not getting too far either. In short, Amazon took our hard-earned money (over $90,000) and no one to talk to!!!!!!
Business Response
Date: 03/27/2023
Hello,

After completing our investigation and reviewing the information the seller has provided, we have determined that the Amazon seller account has been used to engage in deceptive, fraudulent, or illegal activity that ***** our customers, other selling partners, and our store. The funds in the account will not be disbursed to the seller.

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

For more information on this policy, please review our "Funds withholding policy":
******************************************************************************************

Merchant Credit Team Amazon.com
Customer Answer
Date: 03/27/2023

Complaint: 19637404

I am rejecting this response because:
obviously it's very easy to simply write I have sold something not according to their rules, which should be a dispute of itself together with the shutting of my sellers account but stealing my money from my account is not even answered here. Just because they have the power does not give any right to steal out of my account over $90,000. And then write that I sold "something" not to their liking and whatever I have in my account gets confiscated. It's no wonder why Amazon has so much money. It's easy to say someone did something wrong and they lose ALL their funds in their account. It's not earned by amazon it's stolen by amazon.

Sincerely,

**********
Initial Complaint
Date:03/22/2023
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.
Amazon has placed my account on restriction from leaving reviews for products purchased for unknown reason. I reached out for further information on why this happened and how to get this removed. But I have not received any personalized response to this date 03-22-23 only what appears to be an auto generated response. Date I first noticed was January 6th at which point I followed the directive provided by Amazon and reached out to their ***************************** I received no response and reached out again on January 14th as there was no automated response or individual response. I continued to not received any type of response from Amazon and reached out via phone on February 10th. The response received from the phone agent was that it had to be handled via e-mail and that I would receive a response within 48 hrs. On February 10th I later received a response thanking me for reporting a review when I did not report any review. They advised for more details regarding my own review to reply with details which I did. From there on February 21st, February 26th, February 28th, March 4th, March 9th, and March 11th Amazon replied to each e-mail from me with the exact same general message that did not answer any questions I have and simply left me not knowing why I was restricted, not receiving a copy of the review that supposedly violated community standards, how I can get review privileges back or any other question I had. At this point I have tried every thing I can to speak with someone from Amazon to get an actual response to my questions and a resolution with no luck, so I am reaching out here in hopes of getting some help while not getting my account removed completely just for trying to get help. I would love to have my review privileges back as I am a very honest person trying to help others with their product purchases on Amazon as well due to an increase in bad products from sellers. On top of all of this, they were attempting to charge my card on another 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.

Thank you for contacting us about your reviews. We apologize for any inconvenience this may have caused.

After reviewing the account once again, we have restored this account's previously contributed reviews and the ability to contribute reviews, comments, customer questions and answers, and other content. It may take up to 24 hours for reviews to reappear. Thank you for your understanding and patience.

I see you have also mentioned about the charges on your card from other account. I request you to please elaborate the issue and help us with the charge id that you will find on your billing statement. It will be 9 digits alphanumeric id that will help us locate the transaction to help you further.

Looking forward for the details.

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: 03/24/2023

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. I have checked my account and it has been fully restored.
In regards to the attempted charges. Due to insufficient funds in my account, they were rejected. The issue was that the attempts continue even after contacting the business regarding this. I have since changed my card to prevent this further so no further resolution is required.
Thank you for finally actually reviewing my account and correcting this situation. I look forward to many more years using your service.

Sincerely,

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

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