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

59,742 total complaints in the last 3 years.
21,484 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:03/21/2023
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.
Hi all, I recieved the below email from Amazon after attempting to use my gift card balance. Order was canceled and I'm unable to currently use them (close to $1K). I've replied to the email with copies of my receipts (purchased via my employer hub using recognition points, very common and officially offered). I also called and sent a second email since I have yet to hear back:We have canceled your order and voided your gift card balance used for order #***-1815204-9072262.We have taken these actions because you are attempting to use Amazon Gift Cards that are in violation of our Terms and Conditions.If you believe we took this action in error, please reply with an attachment of the gift card purchase receipts or other documentation of gift card ownership, and authorize all the Amazon Gift Cards used to place the order #***-1815204-9072262.
Business Response
Date: 04/03/2023
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 cancelled Order ID: *******************.

As unusual activity was detected the above mentioned order was cancelled.

However I see that your other orders have been processed.

Thank you for your patience and understanding.

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: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 made a purchase on January 13 and the luggage was damage so i asked if i could return it and i did *** came to my house on January 17 pick up and return to warehouse on January 18 tracking number is 1Z9758R12636573399 they don't want to refund because I had to wait 60 days and I did they are saying they did not get the item back and that no refund will be done and I have proof about the return item
Business Response
Date: 03/22/2023
Hello,

I am Naveen from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email and completely understand your disappointment with the damaged item & Return refund. To help you with this, I request you to write back with order ID so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

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

Regards,

Naveen
Amazon.com
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.
1.Date of the transaction - 27 January 2023 2.Amount of money I paid for the order - ******* USD 3.What the business committed to provide you - a refund, once the package will be returned to Amazon 4.What the nature of the dispute is - to get a refund for refused Amazon order, which I didn't pick up from *** courier, and then the courier was returned this package back to Amazon ****************** 5.Whether or not the business has tried to resolve the problem - Amazon didn't try to resolve the problem. They blocked my account when they shipped my order, and still respond same and same information to this day, which says "I apologize for this delay, but we can only get a refund after the product has been processed by our return team. Once the package is sent, it usually takes 5 to 10 business days for ** to receive it at our shipping center, and an additional 3-5 business days for the refund to be returned to your account. We can only make a refund after we receive and process your product. We will not be able to provide any further insight or action on this matter until the item has been received and processed by our returns department and no further inquiries will be answered."6.Account/order/tracking number:My account email: ********************** Order number: 114-6356157-9881054 Tracking number: 1Z449RX80430277686 (If you check *** website you will see second tracking number, which is "return tracking number" created by *** to return the package - 1Z449RX80401548652 7. Amazon keep telling me that they have not processed my return in their return center. *** sent me a .pdf file which confirms, that this package was delivered back to AMAZON.COM.KYDC **** **********************************************************************. I sent this document to Amazon contact email ****************************** but they keep replying me with the same information.
Business Response
Date: 04/01/2023
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 ***********.

Sincerely,

Amazon.com
Customer Answer
Date: 04/02/2023

Complaint: 19628775

I am rejecting this response because:
Amazon did not read my submission on the BBB website at all and wrote back completely strange and unconnected to my case. I did not use any gift cards for order #***-6356157-9881054.

The case is as follows (I will try to write it short and concise so that Amazon finally understands it).

1 I ordered an item from order #***-6356157-9881054.

2. I refused to pick up the package from the *** courier.

3. the *** courier returned the package to Amazon generating a new return tracking number (screenshot attached).

4. Amazon thinks it did not receive the package back because it keeps looking at the old tracking number, but *** works so that when the customer refuses to pick up the package, *** issues a new tracking number for the same package, which unfortunately does not display on Amazon.
This is my last call for Amazon to amicably refund my money for the order, which I refused to pick up from the courier. If this does not help - I will initiate a chargeback from my credit card.

Sincerely,

*************************
Business Response
Date: 04/13/2023
Hello,

We have reviewed the customers buyer account.

We have replied to the customer via email. We sent this mail to their registered email address on 20th March 2023.

Sincerely,

********
Amazon.com
Customer Answer
Date: 04/14/2023

Complaint: 19628775

I am rejecting this response because: The message from Amazon doesn't add anything new to my case. For the last time, I clearly write that I did not pick up the package and the courier returned it to the sender, generating a new tracking number, which is visible on the *** courier's website. Please refund me for an order that I did not pick up from the courier.

Sincerely,

*************************
Business Response
Date: 04/16/2023
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 all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,

****
Amazon.com

Business Response
Date: 04/26/2023
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 all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
********
Amazon.com
Business Response
Date: 05/07/2023
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 16 April, 2023.

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.
I bought something from Amazon. It was defective. I tried to return it. They said it was a non returnable item. I tried to return it well before the return deadline. They said I cannot return it or get refunded and hung up the phone on me
Business Response
Date: 03/22/2023
Hello,

I am Naveen from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email and completely understand your disappointment with the damaged item. To help you with this, I request you to write back with order ID so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

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

Regards,

Naveen
Amazon.com
Customer Answer
Date: 04/04/2023
Sure, here it is. 111-8355110-2268228
Business Response
Date: 04/06/2023
Hello *******,

I'm *************;from Amazon.com and I'm responding on behalf of my colleague ******. 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 #***-8355110-2268228.

The information shared by our customer specialist team is correct. The product is non returnable, please contact the manufacturer for any issue with the product to claim guarantee.
***********************************************************

We hope to see you soon.
Regards,

Abhishek
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 returned an item and was never refunded. Amazon claims they refunded my discover card but discover doesnt have it. Ive been dealing with Amazon for months with letters and proof. I gave them tracking info and it all shows they have the item received
Business Response
Date: 05/11/2023
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 have requested a refund for USD 1164.94 to your bank account. This refund should be posted in the next 5 business days. Please contact your card issuer for support in locating this refund.

We appreciate your cooperation in resolving this matter.

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

*****
Initial Complaint
Date:03/21/2023
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.
FIRSTLY, on July 26. 2022 I request Amazon Pay by Invoice close my business pay by invoice account. I cited an antiquated system, fraudulent emails from Amazon implying credit memos were applied reflecting a different balance due, etc. I made three previous requests that credit memos be applied to my total balance due. After several weeks these credit memos still had not been applied. I made the consequent decision to request my account be closed on 7/26/22. Amazon did not close my account as requested and instead quickly applied the credit memos. Requests to apply credit memos do not happen in a timely fashion, additionally Amazon sends fraudulent total balance due emails and notices that imply the credit memos have been applied. However when I log into my account the invoices have not been applied and instructions are to go through a lengthy process of sending an email and request they be applied, which takes several days and in some of my experiences several weeks. Amazon then reports the account to ***************** with a "history of late payments."As of today, in spite of Amazon sending my past due notices indicating the credit memos have been applied, they have not. My account has now been suspended and negatively reported to *****************. I am still waiting for the credit memos to be applied so I can pay my total balance due. Amazon also provides a link to get help for the account suspension that is nonfunctional, "link cannot be found"
Business Response
Date: 03/22/2023
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 am sorry to hear of the issue with reference the Pay By Invoice account and have tried looking it up using the email you shared on the complaint. I was not able to locate any active accounts and need your assistance.

We would need you to write from the associated email of the account with atleast one full order number and a detailed description of the issue for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

Legal and privacy concerns limit the information we can release and to whom it can be released. We would rather avoid any speculation in this matter and assure you of a quick response once we can identify the issue.

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: 03/23/2023
The information Amazon is asking for has already been sent to them. They KNOW the email address associated with this account. This is a let's play dumb tactic and automated information request for things they already have.
On ****-23 I emailed Amazon Pay by Invoice at the following addresses, which they require to process credit memos.
[email protected]
*********************************************
In spite of their false email indicating the credit memos have already been applied (attached above) THEY HAVE NOT, per the subsequent attached screen shot when I logged into my account yesterday.
TODAY I emailed *********************************************** the email address associated with this account and duplicates of attachments I sent on ****!!! Of course Amazon already knows this. See above attached file titled "clarification"
Amazon did not close this account when I requested on 7-26-22 after several weeks of not applying credit memos. Amazon does this on purpose hoping to create a situation where the credit memos can only be used to purchase new merchandise AFTER scare tactic past due notices threatening to jeopardize credit standing to attempt to elicit a payment before applying the credit memos. They waited and created a negative event for my company so they could instead suspend my account instead of applying credit memos and closing the account. I call this SLANDER OF CREDIT.
Business Response
Date: 04/04/2023
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.

Thank you for confirming the email address as the account did not show up correctly initially. I have engaged with the specialists on this issue and share our findings in this matter.

Credit Memos 1K3C-J6T4-3WP4 ($67.73) issued on 31 January 2023 and 1FQK-1GDD-DHCY ($17.19) issued on 4 February 2023 were applied to invoices 1YQY-PQQY-LD7G ($45.41) and 1QCD-T9NV-P7CK ($39.51) on 27 March 2023.

Current balance: $223.81

Invoice 1QCD-T9NV-P7CK: $0.50 - 17 December 22
Invoice 1W4C-1NMH-NX44: $86.91 - 16 January 23
Invoice 1PGN-1Q4N-PFD7: $89.16 - 16 January 23
Invoice 1MY6-HTJV-13X3: $47.24 - 24 January 23

Based on the screenshots you provided, the credit memo application requests were sent to *********************************************. This is a no-reply email address and is only used to accept remittance details.

Credit Memo application requests are to be emailed to ar-******************************************* This would explain why there was a delay in credit memos being applied to open invoices and why your request to have the Pay By Invoice account closed remained unanswered.

I share the link to the help pages for reference.
Help Page: ******************************************************************************************************************

Amazons Past Due emails list past due invoices and available credit memos. However they do not state that credit memos are applied, only that they are available for use.

I recommend you clear cookies and cache on your system; and then try the link again to get support with your account suspension. You may also ********-****************************************** for assistance.

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 ****************
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.
For order 112-1658036-5623434, ***** case 44736-61851-3848130, buyer did not send back our item. Per amazon policy, amazon needs to reimburse us all the cost including item cost and shipping cost(outgoing and return shipping fee). Amazon refused to reimburse us the shipping fee costs.
Business Response
Date: 03/22/2023
We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.
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 purchased a watch on March 13th (order #***-0454598-7641015) and the delivery was cancelled so I never even saw the merchandise. The item was returned to amazon by the amazon delivery driver. I have no tracking information but the amazon website says refund within 3-5 business days. I've contacted amazon customer service 4 times (*****, ************************ today) since yesterday (3/20/2023) to be told all kind of things, from wait 60 days to call us after April 15 (no idea why and no explanation). The last customer service person even told me to wait until April 15 and then I need to contact the carrier (who is an amazon driver !). This is completely abusive by amazon and mistreatment of customers. I'm being held responsible for their driver and amazon is holding my money hostage of their responsibility (the driver is their choice).
Business Response
Date: 03/22/2023
Hello *******,
.
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 understand your concerns regarding the order #***-0454598-7641015 and we're sorry for any inconvenience you've faced in this regard.

We've issued a refund of $778.35 on March 22, 2023 and this will be processed in 3-5 business days.

We hope to see you soon.

Regards,

Abhishek
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.
Dear BBB Support Team, Hope you are doing well.We have a problem with product on Amazon that should be a part of our brand.We've tried to fix this via Amazon Seller Support, but the case went nowhere after several email and phone calls. This is the case ID for reference ID: *********** This is why we need your help.The product B00LHMTMYA is manufactured by KUJOBUY, and KUJOBUY is the right owner of this product. In this case we need to fix attributes brand name and manufacturer.ASIN B00LHMTMYA UPC ************ Correct brand name attribute - KUJOBUY Correct manufacturer attribute - KUJOBUY Here is the link for this product from manufacturer:*******************************************************************************************, we are attaching the real-life photos of this product with proper branding.Hope for assist and waiting for your quick response,******************************* KUJOBUY
Business Response
Date: 03/23/2023
Greetings from Amazon Services,
We are unable to update the brand name and manufacturer from "Generic" to KUJOBUY for ASIN B00LHMTMYA.
When a Brand opts to update an ASIN's brand name from A to B, that is considered "rebranding", and can be detected by our systems as tampering with product data that *** mislead our customers.
This is in alignment with the following policy:
Product Detail Page Rules **********************************************************************
Policies for editing detail pages
"If you choose to re-brand a product, you must create a new ASIN rather than update an existing ASIN. This is true even if the product is unbranded and does not change materially after the brand change. This includes adding a brand to a previously unbranded product."
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 several times on this matter. On 02/17/23 I made a purchase ORDER # ***-7880797-0725838 that was returned for the incorrect item $37.44. I still have not received my refund. I requested the refund to be issued back to me Amazon store card. After speaking with several customers service agents they are confusing other returns that went onto a gift card. They claimed $37.44 was issued on a gift card that I used on ORDER # ***-7667237-5817016 in the amount of $41.57. This refund on the gift card were from ORDER # ***-0769744-5486606 in the amount of $22.48 and ORDER # ***-2653029-1104268 $19.09 for a total of $41.57 which is the gift card I used. I still have not received the credit on my Amazon store card. I have requested a supervisor on several times with no luck.
Business Response
Date: 03/22/2023
Hello *****,
.
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've reviewed your complaint and understand your concerns regarding the refund for the order #***-7880797-0725838.

After reviewing I can confirm the information shared by our customer service representative is correct, and we've issued a full refund for the order #***-7880797-0725838.

The order #***-7880797-0725838 total of $37.44 was paid using gift card balance, and it was paid using two different Gift cards ($19.09 + $18.35). The refund for this order was issued on March 1, 2023. The refund from this order was applied for the partial payment of the order #***-7667237-5817016 ($37.44 + $4.13) on March 1, 2023.

To access your gift card balance and usage history, visit Your Account:

www.amazon.com/gp/css/gc/balance/

We hope to see you soon.

Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 03/23/2023

Complaint: 19628412

I am rejecting this response because:

Sincerely,

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

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