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

  4400 12th Street Ext West Columbia, SC 29172-3300

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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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  560 Merrimac Ave Middletown, DE 19709-4652

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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:03/21/2023

  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 112-8419372-1085064, ***** opened an ** case claimed item not as described. We responded to ** case and provide the return shipping address. we never received the return back. Per amazon policy, buyer needs to send it back. Please review the case detail. Please appeal the case in our favor.

  Business Response

  Date: 03/24/2023

  Hello,

  
  We have reviewed the issue filed for the Order ID ******************* and noticed that the Seller was debited for the Claim amount.

  
  Buyer has filed an A to Z Guarantee Claim since the item was not received. Seller has shipped the item using tracking ********************** that shows the item was shipped late. Per shipping guidelines, Seller should ship an order on time so that the item gets delivered within maximum estimated delivery date. Since the item was not shipped on time and didn't reach Buyer on time, we are unable to reverse the decision made on the Claim.

  
  In summary, we are unable to issue a refund to the Seller as the shipping guidelines were not followed.

• Initial Complaint

  Date:03/21/2023

  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 march 11th 2023 i chatted with ********************* from amazon, about returning items i had ordered, for a full refund, including having the restocking fees refunded. he is the person who set up the return at amazon, and assured me that I would receive a full refund amazon, and now amazon is not honoring their word, they now after i returned the items don't want to refund me the restocking fees like they told me they would. i have everything documented, and can prove amazon told me this. screenshots of the return chat included.the order numbers are Order # ***-6981647-3085021 Order # ***-9303597-4160213 Order # ***-2721779-0242628

  Business Response

  Date: 04/03/2023

  Hello,

  
  Thank you for contacting Amazon. I see that you are concerned regarding refund for the orders.

  I would like to inform you that we can't refund the restocking fee when an item is returned outside of the 30-day return period.

  Youre able to find additional information about returns and refunds on this Help page: 

  **************************************************************************.

  Since it was returned post return window expiry you were charged with both restocking fees and return shipping fees. Restocking fees and reshipping fees are non refundable.

  
  Hope to help you soon.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19632912
  
  I am rejecting this response because:  i chatted with amazon before sending my items back, and they told me i would be refunded the restocking fees, and now that i returned the items, they are refusing to honor their word, i even provided screenshots of amazon telling me everything would  be refunded including the restcking fees. and also amazon locked my account for more than 3 months, for no reason, and blocked me from returning the items when i contacted them multiple times about it, within the 30 day period.
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:03/21/2023

  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 was just LOCKED OUT of my Amazon acct because I cleared my cache/cookies (a normal computer activity resulting from an upgrade, installs, routine maintenance, debugging, crashes, or any number of everyday things - I clear my cache/cookies quite a lot as I am a software developer). I did receive a text msg from Amazon stating that my device is not recognized and then an option to send a verification code to my phone which would let me back in to my account. Of course I tried that option several times and never received the verification code. I finally called Amazon (after a LONG wait on hold) and was told that because I cleared my cache I was locked out. Now I had to answer a series of questions which involved looking up my bills on my credit card and other impossible to remember questions in order to gain access back to my account, and if I didn't answer correctly, I had to call back until I got it right. The customer rep I spoke with was extremely rude and did not explain the questions correctly, and as a result I did not get in. That was a wasted 40 minutes. (I also received an email from him stating: Alternatively, you can always create a new Amazon account by clicking on "New customer? Start here" when hovering over the sign-in button at the top of the home page. - SO UNHELPFUL) I called back and spoke to a much nicer person who was able to get me back in. The whole process took a very long time and was extremely insulting and frustrating. (And THEN I received about 20 text messages from Amazon telling someone was trying to access my account!)I don't understand why Amazon feels they have to use cookies as a security measure in this way. Not even banks use this method. I find this system unworkable as I will be probably calling in several times a week. I am submitting this complaint to implore Amazon to reconsider this completely unworkable security system.

  Business Response

  Date: 03/26/2023

  Hello Elle,
  
  I am ***********;from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I sincerely apologize for the trouble caused in gaining back your access to your account and for the assistance provided by our support team on the issue. It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share the details.
  
  Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure. To help you with this, I'll definitely pass the details of this incident to our technical team for review and to improve the process of our account verification.
  
  We truly value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers.
  
  I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

  Regards,
  
  ****** K
  Amazon.com
  ***********************************

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19632539
  
  

  I am rejecting this response:

  Thank you for passing on my comments, however, you did not respond in any detail whatsoever. Let me add a few new details to illustrate my point. I searched the Amazon site regarding THIS ISSUE and located an article by Amazon which states that clearing data (cache) can resolve intermittent performance issues. This refers to app and desktop. I am attaching a screenshot. I only found this because my screen locked up and I AGAIN faced being locked out by Amazon, but being a software developer, I was able to devise a workaround using a 3rd party utility (which I will not share). So you can see that Amazon contradicts its own policy! Then the next day, I had an issue with Amazon streaming content and again, wanted to clear the cache, but would face Amazon lockout - see attached chat transcript. 
  I do not think that Amazon has considered the implications of this lockout policy AT ALL, let alone thoroughly field tested it.
  
  Sincerely,
  
  *********************

   

• Initial Complaint

  Date:03/21/2023

  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 June 15, 2022 I ordered a laptop, ordered #***-3145533-4238652. Less than a year later the item, according to Best Buy, was in poor condition and obvious end of its life cycle. Have requested a refund for the Amazon seller only to receive a poor customer service response that the item is passed its minimum 90 days warranty. Amazon, is also standing behind this sellers poor customer service practice indicating that the item does not qualify for an A to Z Guarantee policy. The seller, obviously patches items up in the hopes that they last a minute longer than their minimum 90 day warranty and to h*** with the consumer. Theyre happy, Amazon is happy and another American military disabled veteran gets the shaft again. When is enough enough?!!!

  Business Response

  Date: 03/23/2023

  Hello *****,
  
  I am ***********;from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I'm sorry for the trouble caused with the item "HP EliteBook 840 G2 14" 1920x1080 Full HD ***************************************** Core i7-5600U 2.60GHz, 8GB DDR3L RAM, 256GB SSD, Win 10 Pro (Renewed)" purchased in the order #***-3145533-4238652. Since the item is sold by AR System, a seller on our site, you will need to contact them and request a copy of the warranty.
  
  To contact the Seller, got to the link below:
  
  ****************************************************************************************, and click on the "Get help with order" option.
  
  Further, if the item is still under manufacturer's warranty, I'd recommend consulting the owner's manual and/or contacting the manufacturer to see if the problem in question is covered under warranty.
  
  Most manufacturers list contact information on the product packaging. If there isn't any information available, you may try doing a web search to find their phone number or website.
  
  I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

  Regards,
  
  ****** K
  Amazon.com
  ***********************************

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19632527
  
  I am rejecting this response because:A multibillion dollar company that claims it have no responsibility for another business paying them to sell defective products on their site site no longer a company I want to do business with. 
  

  As a disabled veteran with PTSD Ive learned through years of counseling to avoid situations that are triggering such as this.

   

  Thank you for your service Amazon

  
  
  Sincerely,
  
  *********************, MSgt, USAF (Retired)

• Initial Complaint

  Date:03/21/2023

  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 ordered a laptop from Amazon almost a month ago. The laptop never arrived, and I was home near the time of the delivery. I was told to get a police report to get a refund, so I did. The police report was filed and completed so I was told a refund was in process. I also filed a claim with *** which was never resolved. The refund never came and Amazon says that they cannot help me for unknown reasons. The laptop was around $700

  Business Response

  Date: 03/23/2023

  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.
  
  Based on the complaint details, I see that you are referring to the Order ID: ******************* related to the refund. 
  
  There is a concern team who can only take action on it and we can see that you have received an email about this on March 10, 2023 with the subject line "Your Amazon.com inquiry" advising you of the account.
  
  For help with your inquiry, please respond to the email mentioned above with all relevant information. The specialist team will contact you within 3 days (72 hours) once your email is received.
  
  Please continue to contact that specialist team with all relevant information. The **************** team is unable to take any action on it.
   
  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:03/21/2023

  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 am 70 years old and disabled. I supplement my fixed income by giving guitar and clarinet lessons to students. Sometimes a young or hispanic student will not have a credit card and I help them procure an instrument on Amazon or some other retailer. This purchase (Amazon order number 111-1034264-0146645) was for a Squier Classic *************** electric guitar for one of my students by his parents for a Christmas present. The guitar turned out to be defective and a luthier told us it could not be fixed. The bridge was crooked and guitar strings were off the neck.The screws were falling out of the guitar's neckplate. We returned the guitar on January 23rd 2023. The closing date for returns with Amazon was 01/31/2023.The guitar was picked up by *** on 01/23/2023 and the *** receipt is 1Z8Y5R467842639045.A few days later after we did not receive a credit I have been inquiring about our refund without any answer from Amazon CS. The guitar was apparently never delivered to Amazon Warehouse in ******, ********(*** Destination). I was asked for my pickup receipt and provided it several times to Amazon CS. I have purchased thousands of dollars of musical instruments and the like from Amazon over the years. I have contacted Amazon customer service numerous times and have not received any assistance, service, or concern from Amazon. My student is still without his guitar and Christmas present. Could Amazon be having cash flow problems or have they just decided to **** and pillage their customers as part of their new customer service policies? Worst experience ever on Amazon. I think Amazon and **** the Jerk owes my student and I a refund and something for our anguish and trouble.The refund amount for the guitar is $448.74 ...

  Business Response

  Date: 03/23/2023

  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 refund for the returned order. I'm sorry for the inconvenience caused.
  
  I can see the item is not yet received by our return center hence a refund is pending for this order. Our return center process the refunds as soon as the item is received and verified.
  
  Upon checking on the tracking# you have provided, *** does not have any updates on the tracking as well. In this case, I request you to please contact the *** carrier where you have returned it to file a claim on this missing returned package.
  
  They will be able to look into it and help you further. Rest assured, if *** finds it and deliver it to our location and verify the same, a refund will be issued on your account.
  
  Thank you for your understanding and patience.
  
  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:03/21/2023

  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 have contacted Amazon multiple times (at least 4 times) via chat and phone beginning on February 1 regarding a return for an item that was delivered on January 10, 2023 at Amazon's ************** in **************, **. I was told in each of my chat conversations to wait 60 days for the return to be processed and to reach back out after 60 days if the return has still not been processed. So, I contacted Amazon again on day 70 (March 21) only to have Amazon instruct me to file a claim with *** regarding this return. So, I try to file a claim with *** only to find that the claim filing deadline is within 60 days of a package being delivered. So, I re-contacted Amazon notifying me of my inability to file a claim with *** to which Amazon essentially responded that there is nothing they can do. To complicate matters further, the order was for an electronic device, and *** requires a serial number to file a claim for such devices. When I spoke to an Amazon representative on March 21, they provided me with a serial number, which I looked up via the manufacturer's own website, only to find that the provided serial number was not valid. What kind of company just keeps you in the dark, waits for the claim period to end, makes you jump through hoops to get any status updates, and just takes your money without providing any notice of the returns process? Not only that, Amazon directs you to file a claim to a non-guilty party (*** has weighted the package before and during the shipping process) and then intentionally provide incorrect (read: fake) serial numbers to hinder your claims process. This entire ordeal is not only a massive headache but also downright predatory. Regarding Order #: 113-6406702-7108247:Transaction Date: November 7, 2022 Transaction Amount: $412.34 *** Tracking Number: 1Z9WX3429016507331 (Showing proof of delivery and delivery date of January 10, 2023 for a weighted package of ****lbs)

  Business Response

  Date: 03/23/2023

  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 refund for the returned order.
  
  Generally the returns are processed by Amazon in 14 days. In some situations, it may take longer. Certain items can take up to 60 days. This additional time allows our ************** to find and process the item you have returned.
  
  However as per our team, the return is still not received even after these 60 days at our return center hence we request you to please contact the *** for any further help. We are unable to take the action unless the item is received at our return center.
  
  Thank you for your understanding.
  
  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: 03/23/2023

  
  
  Complaint: 19632140
  
  I am rejecting this response because as stated above, I did what Amazon requested in waiting 60 days to process the return after Amazon ************** received the package (with proof of delivery via *** tracking). In fact, I have waited 70+ days as of the time of writing this. Furthermore, as stated in my original complaint, the avenue directed by Amazon to file a claim with *** has closed because it has been over 60 days since delivery to the **************. Effectively, Amazon has instructed me to wait until the claims period with *** has closed to prevent me from obtaining any form of relief.

  
  Further, what goes on at the Amazon ************** is not my responsibility nor ***'s. Both I and *** have fulfilled our respective responsibilities in successfully returning this package to the Amazon ************** (as shown via *** tracking). I've also waited the 60+ days for Amazon to process said return, all while diligently checking in on the status multiple times over the 60-day period.
  

  Your response states that Amazon is not in receipt of the package, but *** tracking (and proof of delivery) shows otherwise.

  
  Sincerely,
  
  *****************

  
  

• Initial Complaint

  Date:03/21/2023

  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.

  In mid-February 2023, I received an email from Amazon stating that my account was on hold due to "suspicious" activity. I called Amazon customer service several times and could not gain any information re: the nature of the suspicious charges. A follow up email said that an unauthorized user accessed my account. Again, I contacted customer service and was given no information.In early March, I received an email stating that a decision would be made on my account in the next ***** hrs. Again, attempts to speak to someone were useless. The decision was made to close my account. As a result, I lost access to my kindle (more than ***** items), audible and my ******* that was purchased within the last year.Once again, my attempts to seek resolution from Amazon have gone unanswered. I truly believe that I have the right to know what the so-called suspicious activity was. The last bill I received on my Amazon prime credit card did not contain any suspicious purchases. I have since closed that account and I have been forced to use a different credit card which is now on a different account and does not give me access to the things that I have purchased.

  Business Response

  Date: 03/30/2023

  Hello,
  While we appreciate the customers interest, we are unable to provide information on our investigation methods.
  After a thorough review of their account and the information that they have provided, we cannot reverse the decision as per our policy.

• Initial Complaint

  Date:03/21/2023

  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 place a order and never received the items. It was marked as delivered how we I don't have them my package soon automatically generates a code never got one also a picture is normally taken never received thAt either

  Business Response

  Date: 03/23/2023

  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 orders.
  
  I've checked and see that your orders have already been refunded. You will see the refunds of $4.62 and $32.72 in 5 business days.
  
  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:03/21/2023

  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 have returned this item on 3/4/23. They had to set up special delivery for someone to come pick it up. They've come and picked up the item on 3/10/2023 and i have made several phone calls to see what is holding up my refund, and they absolutely refuse to give my money back. I've never experienced such a thing in my life.

  Business Response

  Date: 04/02/2023

  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.
  
  A full refund of $216.69 was issued on Thursday, March 23, 2023. You should have seen the refund by now. 
  
  You can see the refund request in your account here :
  
  ***********************************************************************************
  
  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.
  ***********************************