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

59,741 total complaints in the last 3 years.
21,450 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:03/17/2023
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.
purchased a printer from amazon, Order # ***-0552384-8421836. like so many products from amazon these days it arrived defective. amazon changed its return process and is planning to delay my refund until april 4. when i call i only get ovrerseas. being an older person, i have not been treated very well by overseas. the return of the defective printer has been dragging out the entire week. the return was going from nj to pa, about 30 miles but amazon has re-routed it five times in an effort to stall my refund. the problem is, i didn't know amazon was going to do this to me and i immediately purchased a second printer as soon as i realized there was no hope for the defective printer. Order # ***-1154366-8629852. i have called and asked to stop this order from coming. before the printer was en route they told me they could not cancel the item. now they are doing the same thign with this printer, they have re-routed it repeatedly instead of just canceling the order. amazon no longer allows cancellation of an item because they play hard ball. and because you only speak to overseas you never get an honest answer. i would prefer my money to stay within the US. i don't want overseas anything and i don't want this printer. stop stonewalling me and cancel the printer. instead they are forcing me to take it and then when i return it, they will hold my refund for a solid month. no more overseas. no more amazon
Business Response
Date: 03/21/2023
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.

Upon reviewing the complaint details I see that you are referring to the refund for the Order ID: *******************.

Based on the order level information, the refund of $138.60 is already issued on Sunday, March 19, 2023 back to your original payment method.

The refund will be reflected to your account within 3-5 business days.

you'll also be able to see the refund request here:

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

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:03/17/2023
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 three Brand new Apple Watches from Amazon which order number is 112-8820027-6825813 on February 22, 2023. And I ordered three different color Apple Watches from Amazon which order number is 112-6763227-3258604 on February 23, 2023. My Amazon Account is **************** Two packages were sent to a freight forwarder. I paid $989.97 for each order and total $1,979.94. Two orders were shipped on March 5 and supposed to arrive on March 7. **** was the courier. Tracking number are ********************** and **********************. **** said my item had been delivered and was available at a PO Box on March 7, 2023 in ********, **. However, my freight forwarder said they did not receive these two packages and they didnt even have a PO Box.So I asked Amazon for help after I assumed items were missing. Amazon tried nothing to resolve my problem and just told me there was no option since these items were sent to a freight forwarder.For such high value packages, although the email which Amazon sent me said an adult signature was required to sign for the delivery, **** didnt need signature to sign for two packages each worth $990. This is very unreasonable. And **** was unable to provide proof of receipt as to who signed for this piece and they were also unable to find my packages.When I bought something on Amazon, it was the responsibility of Amazon to deliver the goods to me whether the packages were sent to a freight forwarder or not. Without receiving the goods, the transaction was not completed. I asked Amazon for a refund two times. The first customer service assistant told me to send an email to their relevant department to get my refund in 1-2 business days, but after I sent the email, I didnt receive any reply. Last customer service assistant promised to refund for me but he sent me an email to reject my refund 10 minutes after I end the chat with him.No one is responsible for the lost except me right now. In this case I just want refund by Amazon.
Business Response
Date: 03/28/2023
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to order#***-8820027-6825813. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your gift card on Friday, March 17, 2023 for $989.97. You can view your balance and usage history in Your Account here:

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/17/2023
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.
Our product was not delivered to our appartmemt and Amazon delivery guy left it at the lobby. First, it arrived 3 days earlier original delivery date. Second, Amazon driver did not buzz me so I had no way knowing he is coming. Amazon driver walked in with someone living in the building, then left the box with brand name on the floor of the 12th story building. I found out about it next day, obviously the box was nowhere to be found. Now Amazon says it was delivered to the correct address, which isn't true. I do not live at the lobby, I live over half dozen floors above the lobby. I have filed a police report as per Amazon customer service, now it has been 18 days, I have no product, no refund. I am writing to Amazon on the daily basis and every time someone new with worse English than mine answers dragging feet one way or another. I am a prime member and I am highly disappointed by Amazon for treatment of their costumers. It was 100% fault of the delivery guy and I am treated with no respect whatsoever.
Business Response
Date: 03/28/2023
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're sorry for the inconvenience you've faced in this regard.

We've issued a refund of CDN$ ****** on March 19, ******************************************** 3-5 business days. In addition to a wide selection of items, one of our aims at Amazon.ca is to provide a convenient and efficient service; in this case, we have not met that standard.

We've forwarded your feedback for future improvements.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:03/17/2023
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 have been ordering merchandise from amazon.com for sometime. However, recently I decided to put green power on my property. I placed two orders. One for about $2,000 the other for $3,000 after Amazon took the money out of my account for the merchandise, they locked me out of my account saying I need to upload proof that I had permission to use my own debit card, so I uploaded a photo of the front of my ID as well as the back of my ID, a bank statement with my address on it as well as a copy of my debit card. Amazon said this was not enough even though the merchandise that I ordered was going to the the same address as the billing address on the debit card I used for these orders. Prior to being locked out of my account I received a small part of the merchandise I had ordered which is more decorative than anything. It is definitely not what it said so I need to return that item. However, I am still locked out of my account and cannot even return the item. Amazon has got about $4,000 of my money and they've got me locked out of my account. I'd like to get this resolved as soon as possible. This is beyond ridiculous and it's leaving me speechless. I've been dealing with these people for like 4 days to week now and I'm not getting any results. They still have my money and I still do not have my merchandise
Business Response
Date: 03/18/2023
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 status of the order and your account.

I can confirm that currently there is no hold on the account associated with this email ID. We request you to write us back with the order ID for further assistance. If this is not the email ID associated with the account, we request you to contact us from the email ID associated with your account.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:03/17/2023
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 closed my account without a reason, stated that I am violating the terms of our Conditions of Use agreement and no detailed explanation
Business Response
Date: 03/26/2023
Hello,

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

We sent this request to their registered email address on 3/27/23.

Sincerely,
Amazon.com
Initial Complaint
Date:03/17/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Because someone at Amazon can't count they took money they were not entitled to. My wife made a purchase for me to complete a solar system installation. I purchased 3 entry gland so I had extras in case more than one was needed. The Victron rep who visited me about the installation told me to return 2 because I didn't need any more. Victron is the manufacturer of my solar system the oldest and largest solar manufacturer in the world. So I requested a return label for 2 of the 3. Solar entry glands. Packaged them up in the same box they were still sealed in their plastic bags. I put the Amazon provided label on the box and dropped it off at a *** store in town. Amazon got the items back a couple days later. Then almost a month after they received them they without warning did a charge back on my card for one of the 2 parts? My wife and I both spoke to Amazon about this they refused to admit someone didn't count the return properly! Or one Could have gotten lost after they received it almost a month prior to their claim! I have no reason to want more than one of these they are cheep plastic parts . I did a dispute with the credit card company and Amazon lied to them about This matter. I just want my $18 back. I'm personally not going to buy from Amazon again if my wife does that's up to her , I'm going to buy directly from the manufacturers when I can even if it costs more for better customer service. The attachments show they refund the returns and agreed there was no issues with it.
Business Response
Date: 03/23/2023
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 the complaint and understand your concerns regarding the order #***-3557820-5241033 and we're sorry for any inconvenience you've had.

We've issued a refund of $20.43 to your Discover card on March 20, 2023. This refund will reflect in your statement in 3-5 business days.

We hope to see you soon.
Regards,

Abhishek
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,

*****************************
Initial Complaint
Date:03/17/2023
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.
This transaction occurred on march 15 2023, I purchased a xfx speedster **** XTX GPU, what I was sent instead was a pillow case so I contacted support and was told to return that pillow case to receive a refund on the same day so I did that waited a few hours and still didn't get a refund I then contacted support again and they told me that what I was promised was impossible so I then went through the customer service system a couple times being told the same thing over and over then finally I got to speak to a supervisor of a supervisor that was getting some where or so I thought until the phone just hung up
Business Response
Date: 03/20/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.

Sincerely,
********
Amazon.com
Customer Answer
Date: 03/21/2023

Complaint: 19612901

I am rejecting this response because: I'm not sure why Amazon responded with this but my account I used to order the item isn't terminated and I would like a refund now because I repurchased the item after your customer service team sent me this email after I spent 5 hours talking to 10 different people who all said something completely different the item that was sent instead of my item has been confirmed to have been delivered to the facility by your people and by *** so there's no reason to hold my money hostage for an item I didn't get. The order number for this is 112-5569466-4182603

Sincerely,

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

I see the concern you have shared with reference the return on your Order ID: ******************* and have reviewed the same. We will not be able to issue a refund or replacement at this time.

A charge dispute was filed by your bank on Sunday, March 26, 2023, this caused the funds to be reversed to the bank.

While our specialists will be looking into the matter of the dispute, you could reach your bank for the final disposition status.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:03/16/2023
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.
Please help me get a full refund of the item below from Amazon. This is regarding Amazon order 114-5293030-8224234, purchase of "Silhouette White ***** 4 Starter Bundle with 38 Oracal Vinyl Sheets, ******** Transfer Paper, Class, Guides and 24 Sketch Pens". Though the original refund request was made promptly, both the seller nor Amazon (a to z guarantee) are not providing a return label. During my call with A-Z, they even acknowledged that this is a valid return request and I should receive a full refund, but they never send me a return label. Below is the claim history: 1/11 - Order placed. In January, package was received but it was missing several pieces described in the product info. I requested the seller to provide the missing items, but no response. 2/11 - Refund request submitted, within the return window (30 days from receiving item). A-Z said I should wait 48 hours to receive the return label. 2/15 - A-Z said We've accepted your return request. Once ************ receives the item below, we'll issue a refund to your original payment method. They did not provide return label, so I requested one. 2/20 - A-Z said missing items were delivered. However, I requested for refund label, not missing items! I responded and requested for a refund. 2/22 - A-Z said the seller has closed the return request because the return period expired. This is NOT acceptable because my original refund request was back in 2/11, within the refund window. 3/7 - I called A-Z again, and they reopened the case. They even said "this is a valid claim, because the seller didn't provide the appropriate resolution.Please wait for an update from our A-Z via email. 3/8 - A-z said We requested more information from the seller...waiting for a response. 3/9 A-z said Please return the order to the seller at the following address..." Again without any return label. 3/12 - I called them and they said I should wait 48 hours. 3/13 - They again emailed me to return the item without return label.
Business Response
Date: 03/21/2023
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to order#***-5293030-8224234.

After careful review, we see A-Z team has responded to the claim on March 21st and advised to self return the item at the following address:
Return address: ************ **************************************************************

Once the order is received and processed by the seller they'll help you with an update on item refund and return shipping charges refund. The refund on return shipping charges depend on seller approval.

You can find details on return policy of the seller using the below link

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/16/2023
Type:Service or Repair 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.
On 03.07.23 around 8:45 PM Amazon locked me out of my account when I tried to purchase an item already in my shopping cart. The website asked me to login again and would not accept my correct password. I tried to login a few more times with my email address until it said I needed to reset my password. When I tried to reset it by requesting OTP (one time password) I saw a totally different email address ************************** in the "Sign in" box, while it had my first and last name and was suggesting me to "Sign Out" of my account or "Switch Account" I called immediately Amazon **************** to report an issue. I understood either Amazon or a hacker has changed my login credentials. I have answered all security questions... gave my name, email address, phone number, mailing address, a few of my last order numbers (#***-9720178-6561801, #***-2909650-4214657, #***-7809153-6683454) in order to prove I am the owner of my account. They said I will receive a phone call or email in ***** hours. I called on March 8th, again same story. I called on March 9th and the outcome was same. I called again on March 14th. Agent's name was "********", I asked to escalate my call and connect me to her supervisor. I spoke to "*******", who pretended she was a supervisor and ensured me my issue was escalated and someone is going to call me within ***** hours. I called again today March 16th, 2023 to let the representative know I have been waiting for almost 10 days and was lied each time, have not received any phone calls nor email from them. Again I was told by the representative they will call me within next ***** hours. Since my Sign In credentials have been changed Amazon says they do not see an account associated with my email address. I have my account for about ***************************** you Amazon and purchased 3 ******* 4K Max ****** and other gadgets, which now cannot be used for watching our 3rd party subscriptions. What kind of business practice is this Amazon?
Business Response
Date: 03/27/2023
Hello,

We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 2023-03-27.
For more information on our privacy notice, the customer can search for Privacy Noticeon the Amazon shopping website.

Sincerely,
********
Amazon.com
Customer Answer
Date: 03/29/2023

Complaint: 19612365

I am rejecting this response because:
I followed the steps sent from Amazon on 3.27.23, I was able to change my password, however my account was locked again. I use my computer to login to my account and I never used my phone with Two-Step_Verification, which Amazon login page is asking. Even if I click on "This browser does not require Two-Step_Verification" and when I continue it is locking my account. System emails from Amazon are failing to be sent. Today (3.29.23) I called and was with Account Change representative, who tried to send me Two-Step_Verification emails and they fail. She was able to send me that email manually. I followed the link from her email step-by-step and got locked out again. ******* told me I will get an email from Account Verification team within ***** hours.

Sincerely,

***************************
Business Response
Date: 04/13/2023
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 04/04/2023.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
***
Amazon.com
Customer Answer
Date: 04/14/2023

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,

***************************
Initial Complaint
Date:03/16/2023
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 Fresh closed my accounts and a day before I was to receive my fresh order and kept my ****** before they closed my account on 3/15/23 and my order was on 3/16/23 from 5-7 please just return my money back to my account I listed below the confirmation email of the fresh order with details on the order when I call the reps say they cant help me cause my account is closed the Amazon specialty team keep responding with robot automatic messages instead of answering my questions about my refund for the order that they close my account Hello *****, Thank you for shopping with us. We've received your order. Reminder Be sure to chill any perishables immediately upon delivery to maintain the safety and quality of those items. You won't be disturbed when the delivery is made.View Order Order Detail : #***-0260445-7697859 Delivery Window : Thursday, March 16, 2023, 5:00 PM - 7:00 PM (Doorstep Delivery) Delivery Location : ********, ** Est. order total : $******
Business Response
Date: 03/18/2023
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 the complaint and understand your concerns regarding the order #***-0260445-7697859.

I can confirm the order is cancelled and $217.26 has been refunded for this order to your EBT card on March 17, 2023.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************

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