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

59,770 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:03/18/2023
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 a product to Amazon through **********, *** tells me they have delivered the product back to amazon but amazon says they haven't received the package and are therefore not processing my refund. Amazon asks me to talk to *** to resolve the issue, but *** says this should be handed by amazon as they say they have delivered the package. What should I do?
Business Response
Date: 03/23/2023
Hello Soorya,

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 refund for the returned item Google Pixel 7 Pro - 5G Android Phone - Unlocked Smartphone.

A careful review of your account reflects that the correct information has already been provided.

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 60 days - which has passed, we recommend that you reach out to the carrier that you used to return the item to Amazon. Our returns team as of today states that your package hasn't been received or processed by them. Once the item is received and processed - they would be able to assist you with a refund.

Your patience and understanding are greatly appreciated.

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:03/18/2023
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.
Hi, My name is ***** Net and I returned a defective item purchased on Amazon.com for which the order number is # ***-0041246-3699431. The refund was processed on 01/30/2023 via an Amazon gift card instead of the original payment method (credit card). Since then I contacted Amazon numerous times and I was promised that the refund will be sent to my credit card. Please attached snapshot of the email from 03/13/2023 from Amazon specifying that I have to call them to have my refund sent to my original payment method. I called on 03/14/2023 and **** (a supervisor) told me that this process takes time because the regulatory fee was not refunded yet. Please see snapshot of the email. Since then nothing happened.Could you please assist me with this?Thank you, **************
Business Response
Date: 03/20/2023
Hello *****,

I'm Pratap 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 the complaint and understand your concern regarding the refund in the form of gift card balance for Bluevua RO100ROPOT-LITE Countertop Reverse Osmosis Water Filter System, 5 Stage Purification, 3:1 Pure to Drain, Portable Water Purifier.

We can only transfer the gift card balance to your original payment method if the refund amount is not used.

I've checked and see that the partial refund amount $65.37 has been used for placing a different order. Hence we are unable to transfer the gift card refund to your original payment method.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap

Customer Answer
Date: 03/21/2023

Complaint: 19619784

I am rejecting this response because:
The response says exactly what the first Amazon associate (***************** spoke with said. The issue with the balance usage that ****** mentioned was long time resolved by returning the purchased item(as that first Amazon associate instructed me). So practically the Amazon associates I speak with do not bother to follow my case, do not pay attention to what happened since my first complaint and do not show genuine interest in correcting the problem Amazon created by refunding me via gift card instead of credit card. I lost an incredible amount of time contacting Amazon and asking them to fix a mistake they made and which they promise they will fix. My current gift card balance shows $271.25 out of $271.79 (my order value-******** Retail Delivery Fee). Please see attached snapshots of gift card balance and of my order.
Amazon refuses to refund me ($271.25) via my original payment method (credit card) although I have a written proof from Amazon Leadership promising me to correct this refund problem (please see attached email snapshot). In a phone call prior to this email, Amazon Leadership reassured me that they will issue the refund back to my original payment method.

Sincerely,

***** Net
Initial Complaint
Date:03/18/2023
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 want my refund from Amazon and the won't give it to me
Business Response
Date: 03/20/2023
Hello ***********************,

I'm Arun 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 the complaint and understand his concern regarding the refund for the Order ID: ******************* return.

I would like to inform you that 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.

I'm sorry, but we'll not be able to take any action on it as of now. I would request you to wait for the refund to be processed automatically.

If there was any alternative from our end, we would have surely helped.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:03/18/2023
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.
My account *********************** has been mistakenly closed. All my orders and activities are legitimate and verified. Please reinstate the account as soon as possible as I need to return certain orders.
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 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
Initial Complaint
Date:03/18/2023
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.
My account ************************ has been mistakenly closed. All my orders and activities are legitimate and verified. Please reinstate the account as soon as possible as I need to return certain orders.
Business Response
Date: 04/03/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 15 February, 2023.

Sincerely,

Amazon.com
Initial Complaint
Date:03/18/2023
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 a mug via Amazon app and I received a notice that the seller was not able to ship the item and stated they had provided a refund. I never received the item nor a promised refund of $8.00. I was later informed by a third party called Affirm that a refund was processed, including Amazon that a refund was processed. Today would have been 10 days that a refund should have been provided, but I have yet to receive it. The seller is "BestDuong Shop" via the Amazon app it states the seller marked the item as shipped. Tracking ************. Amazon said I qualified for a refund, but will not refund me. Now Amazon claims once the order is delivered I can request a return? I never received the item. Amazon nor the seller will refund me. Please help!Thank you.
Business Response
Date: 03/20/2023
Hello ******,

I am Srujan 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 inconvenience caused with the order #***-0791153-3485832.

I've reviewed the details of the order and see that the order was successfully refunded on March 1, 2023 for $8.00 and an amount of $0.10 was refunded on March 16, 2023.

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

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

If you don't see the refund posted to your account, please contact your issuing bank for further assistance. Your bank can clarify how long it'll take them to post the refund.

If your bank has trouble locating the completed refund, please contact our Billing Specialists so they can investigate why this may be happening. You can email them directly at *****************************************. Please include:

- the order number if available
- the last 2 digits of the payment method
- the amount of the refund
- the date of the transaction
- any other information you find pertinent

Below are the details of the refund transactions:

Amount Refunded: $8.00 - Transaction Id : *************************
Amount Refunded: $0.10 - Transaction Id : *************************

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: 03/20/2023

Complaint: 19619540

I am rejecting this response because: This is the reason I filed a complaint, I have not yet received the refund for $8.10 not sure what the .10 is for but I reviewed my bank account and nothing has been processed or deposited. Please send me a refund. Thank you.

Sincerely,

*************************
Initial Complaint
Date:03/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon made a suspicious unknown unsolicited charge on my account Many phone calls & emails have failed to get any action, as everyone seems to play stupid I want the charge removed from my account I want a total explanation and a total apology for handling a long-time customer so badly
Business Response
Date: 03/20/2023
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 unknown charges.

Unknown charges need to be flagged with the bank. You will need to dispute the charges so that they can find from where the charge was made and work with the appropriate team to get it resolved.

Unfortunately unknown charges aren't refunded directly and needs to be disputed with the bank.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************

Customer Answer
Date: 03/21/2023

Complaint: 19619070

I am rejecting this response because:

So you (Amazon) can randomly add charges to anyone's account, and then push it off on the banks to resolve them? You push it off on the customer to resolve? Like you have no idea what's going on? Like you have nothing to do with it?

That's the most idiotic thing I've ever heard. Weasel your way out of it!

If you can read English and have read my anvil history document, you'll see my credit card company already identified the charge - it was entered by some ****** at Amazon on Friday, 02/10/23, at 11:21 pm ******* time. Did you investigate to find the person on that shift at ********************************************************** who entered the false charge? Don't tell me that someone else has to investigate that!

My part in this is already done. Now, remove the false charge, and then delete/close my Amazon account. Let me know when it's done. Or, do you want me to do that, too?
Sincerely,

*********************
Initial Complaint
Date:03/18/2023
Type:Sales and Advertising 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 12/9/23 I filed a complaint against Amazon due to being able to pay past due balance. I had communications with ****** from Amazon BBB. We worked for weeks to finally get my account balance correct for payment, when trying to make payment my balance reverted back. My Pay By Invoice account is still suspended and no one has contacted me back from customer support. When I try to call I am always transferred to a survey. My balance was $1,183.13 to have my account back active. Amazon has not taken any responsibility or come up with a solution to this issue. I have been trying to fix this issue since August 2022. I even created a excel spreadsheet showing corrections. This department is ignoring this matter.
Business Response
Date: 03/26/2023
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 got the details reviewed by our internal team and got an update on the request as below:

Please help us with the information to clear these past due invoices by sending payments or telling us any issue faced with orders and we will try to issue credit memo to clear invoices.

Looking forward for your response, 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:03/18/2023
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 2/5/23 I reached out to Amazon via chat re order 113-2190255-8597849 which was a gift to my granddaughter. The warranty information, from the seller, said to contact Amazon for all warranties. The Amazon rep told me to email all the information to *********************************************** would be refunded. I reached out via email on 2/15/23 again. On 2/16/23 I called Amazon, spoke w/ a Supervisor & was told that even though this item was a gift to my granddaughter, that the gift giver would have to contact Amazon. That made zero sense because if my granddaughter was given something as a gift from any store & I returned it, they wouldnt expect me to bring in the gift giver. I told her to go ahead & refund the money to the original purchaser. The purchaser was my daughter, I didnt need any information about her account , only wanted the item refunded. The Supervisor said she had to contact the company & give them time to make a refund. The next day, 2/17/23 my daughter received an email from the company saying they wouldnt issue a refund & the item was out of stock. A quick check of Amazon proved that to be false information as the item was still listed. I called Amazon & spoke w/a Supervisor who stated she was putting in the refund request & my daughter would see it on her form of payment. That was a month ago & no such refund has ever arrived. Today 3/18/23 I contacted Amazon. The representative transferred me to a department where I spoke to the rudest employee that *** ever encountered w/ all my years as a Prime member. I even told him that I hoped this call was being recorded. I told him there should be notes on my account re all of this & his response was Im sure there is. He refused to even look at my account. This is ridiculous the amount of ************* I have wasted trying to get something that was a gift resolved. The seller specifically says on the Amazon site to contact Amazon re any warranty & then Amazon tries to make it impossible to get a refund.
Business Response
Date: 03/20/2023
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 so sorry for the confusion this whole issue has caused.

Firstly, this item was purchased in 2020 and is too late to take any action on it. Warranty is something which is honored by the manufacturer and not the retailer. Manufacturer usually repairs or services the item if it doesn't work or gets damaged.

I'm sorry, there is nothing much we can do on this order. This order isn't eligible for a refund on return.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************

Customer Answer
Date: 03/21/2023

Complaint: 19618863

I am rejecting this response because:
That is a blatant lie. The seller has this item listed as a lifetime warranty and to contact Amazon. This was verified by two different supervisors and this is why Amazon themselves reached out to the seller on
2/16/23.to try to get the seller to reimburse us so they didnt have. Amazon has the phone calls, notes, and emails to verify that I was told, numerous times that a refund would be issued but are now trying to lie to get out of their responsibility. Disgusting! I do not accept Amazons response and want this matter escalated within Amazon.

Sincerely,

***********************
Initial Complaint
Date:03/18/2023
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.
Amazon is not crediting me for a return. This is the 2nd time they state "the item was not received" but after the 1st issue I started using *** drop off stores where THEY have to scan QR codes and handle the shipping themselfves. apparently this does not matter. You would think that process makes it problem free but that is not the case on an item [ flash drives] that was sold as a pair and returned as a pair. The first time this happened I filed a credit card dispute and Amazon was very cleavor in how they fooled my credit card company. They showed them where I was credited for the return and for my C/C company that was it case closed! What they didnt look at is the chargeback Amazon hit me with 2 months later claiming the item [ again an item that was shipped as a pair ] was never received. Amazon has a 2 star rating on ****** on 800 reviews which tells me they are absolutely lacking in customer service and my chances of a resolution are slim. Good thing my resolve is infinite. Stop harassing me over procedural and logistical issues you have with processing returns. Amazon has cost me over 130$ this year and they are not an honest company nor do they act in good faith.
Business Response
Date: 04/08/2023
Hello *******,

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

I'm sorry for the trouble you had with the order.

I've checked and see that you have been issued an advance refund for the two items for which a return label was created. However, we received only one and hence was charged. A refund will be issued once the other item is returned. If you have already returned and suspect its lost during return, please go ahead and get in touch with *** so that they can help you further.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 04/11/2023

Complaint: 19618745

I am rejecting this response because:
I understand your position but when you shipped me the 2 phones you used 1 box and 1 label. When i did the retun you supplied me with- 1 label - and aknowledge getting 1 phone.
pull the the tracking info aneryone knows you havd you will see the package weight was almost exact. That is not possible if a phone was missing. admit you made a mistake. Do your due dilegence I'm not trying to be a pain but it isn't right. I know for a fact that shipping weight can't be the same and i followed your directions using your label. I expected a better response because you guys should have returns down to a science. I have canceled my citi card used for that transaction and complained to their biggest sponser. For your part in this we now have ******* plus and I just use your site to do comparisons and searches. You jacked up the cost of prime then took a step back in customer service and that will get you cancelled everytime. I always maintained you could not have recieved one phone without the other but you decline to investigate aspects that would confim assertions being made.
In the end I'm issuing my own refund by replacing amazon prime...it's about the same cost. A good company would work harder going forward for the next customer.
Sincerelyis I hav

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