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.
21,454 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:03/07/2023
Type:Delivery 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.
I ordered 2 sets of scented candles from Amazon and they said they were delivered on March 3, 2023. I did not receive these packages! There is no photo that proves these packages were delivered either! There is a major problem with TBA delivery here at this apartment building! The drivers throw our packages wherever they feel like it. Many times they are laying on the floor of the lobby unattended! Our packages get stolen! There are notices up to the drivers to not leave the packages on the lobby floor! I have distinctly requested that all my packages be brought to my apartment door and they still throw them on the floor where they feel like it exposing them to theft! Amazon is doing nothing regarding this issue! Instead they belittle a customer! They will not replace my items or give me a refund or gift certificate because they said once it is in TBAs hands it is no longer Amazons problem! So if its not Amazons problem then whose problem is it? People spend good money with a bad economy and we are treated this way? I personally think this is a disgrace! Im almost 70 years old and a lot of the time these packages can weigh 15 pounds or more. How do they think a woman my age who lives alone can bring a package to my apartment one flight up! Why cant they get on the elevator and deliver like civilized human beings? I want my items replaced! I want an apology for the rudeness of their drivers too! This is not the first complaint Im filing with the BBB about this issue! I was also threatened by Amazon that they will close my account! Why? Its their drivers that are wrong so why should I suffer The order numbers are 111-2231558-7818623 ordered on March 2, 2023 111-7542821-2078665 also ordered on March 2, 2023 When my packages get delivered I want them brought to my apartment door and I want a photo! I want them to knock or ring my bell like was done for years with deliveries. Nobody wants to work anymore do they? Thank you ***************************
Customer Answer
Date: 03/09/2023
See attached
Business Response
Date: 03/10/2023
Hello *****,

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

We're sorry to hear about your poor delivery experience, and I appreciate you making us aware of it. At Amazon, we pride ourselves in being the worlds most customer-centric company. Regrettably, the delivery partner couldnt meet our high standards in this instance. We expect delivery partners to conduct themselves in a professional manner, and we handle this type of situation seriously. Im personally collaborating with the team to investigate this matter further and take the appropriate actions.

During our investigation, it would be helpful if you'd notify us of similar issues.

Thank you again for letting us know about this issue

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 03/10/2023

Complaint: 19549586

I am rejecting this response because:

Sincerely,

***************************
i want the items replaced or a refund! I didnt receive them due to ******* drivers incompetence! Our packages should not be thrown on the lobby floor unattended so that they can be stolen! I have my request on Amazon that I want my packages left in front of my apartment door! This was not my fault and I want to be treated like the good customer I am
Thank you
***************************

Business Response
Date: 03/19/2023
Hello,

Thank you for contacting us about your ongoing delivery issues. We take this type of feedback seriously, which is why we've further escalated this matter.

In order to address your concerns, we've contacted our *********************** team for assistance. We're unable to specify how long it will take for our investigation to be complete, although we're working towards a resolution and will continue to do so until your concerns are resolved. During our investigation, it would be helpful if you'd notify us of similar issues.

We've issued refunds for orders: 111-7542821-2078665 and 111-2231558-7818623.

The refunds have been sent to the original methods of payments used to place the order. Please allow 3-5 business days for this refund to appear on your statement. If there are any issues, please don't hesitate to let us know.

Order ID: ******************* - Refund issued to original payment method successfully. Total Refunds: $17.53.

Order ID: ******************* - Refund issued to original payment method successfully. Total Refunds: $10.88

Thank you again for letting us know about this issue.

Customer Answer
Date: 03/21/2023

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:03/07/2023
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: 03/19/2023
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 8-3-2022.

Sincerely,
Amazon.com
Initial Complaint
Date:03/07/2023
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 Chromebook from Amazon and it was a new Chromebook they sent me a refurbished one and told me if I send it back Ill just get a refund they bamboozle me Im a senior citizen I want my full refund and Im gonna keep the Chromebook because they shouldnt send me a refurbished one
Business Response
Date: 03/08/2023
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 Chromebook order. 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:03/07/2023
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.
A stroller was ordered on January 24, 2023 order # ***-4255559-3489858. Unfortunately, the item received/delivered was a phone case. Amazon was immediately contacted and they instructed to return the item. Item was returned February 6th **** tracking # **********************. I reached out to Amazon customer service today, March 6th in regards to this refund where I explained the issue to three different customer service representatives. The first representative explained, she couldnt assist and I was transferred to a different department. The representative who assisted me informed me, there is nothing they could do until the item is received. I then asked to speak to a supervisor and was kindly transferred to ************************* explained the issue to her, explained my frustration, and she immediately became unprofessional. Her response was **** and her handling of this matter was unbecoming of a supervisor. I would understand and expect such unprofessionalism and lack of customer service skills from a newly hired employee, not from a supervisor. I asked to speak to someone else and she advised me, there was no one else above her. I refuse to believe this is a fact and hope this is handled immediately and it never happens again. We are extremely disappointed in the way this matter has been handled by Amazon, more so because the seller who sold a false item is still selling on Amazon, 3 other friends who ordered the same item from the same seller received refunds right away without shipping anything back. For being honest and returning the item, we have to deal with the possibility of not receiving a refund at all, while receiving rude and unprofessional customer service. Additionally, ***** was contacted as well and confirmed the fake vendor. Amazon also apologized in the review comments and assumed responsibility as the item was labeled shipped and fulfilled by Amazon.
Business Response
Date: 03/08/2023
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'm very sorry to hear about the frustrating experience that you've had recently with our team regarding your order ID: *******************. I've got the details of the order ID: ******************* reviewed by our internal team and got an update on the request as below:

Since you returned this item using your own label, we're unable to issue a refund. We suggest that you contact the carrier you used to initiate an investigation, file a claim, or inquire about other options they have available.

Were able to assist only when our return mailing label is used. We recommend that you purchase insurance on any return if you choose to ship on your own.

I refer you to check the email sent on Monday, March 6, 2023 at 2:17 PM (PST).

Thanks for your patience and understanding in this regard.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 03/08/2023

Complaint: 19549276

I am rejecting this response because the reason they arent issuing a refund is because the shipping label isnt theirs. However, anytime we have returned anything since being stationed on ************ base Okinawa, including the item in question, we are only given the option to pay for return shipping label ourselves. According to their site, Delivery addresses in the 50 ************* (U.S.) and APO/FPO addresses using a U.S. zip code are eligible for Free Returns. However, this has never been the case.

Sincerely,

*************************
Initial Complaint
Date:03/07/2023
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 charged me ***** for a subscription for Amazon music that I never signed up for!! So I called them and they returned the money back to an invalid card that I dont have anymore so I called to see if they could refund it to my updated card and the girl who works for Amazon hung up on me after I requested a supervisor because she said that they cant do anything about the refund going to a invalid card so basically they get out of refunding me my money back!!
Business Response
Date: 03/08/2023
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 am sorry for the inconvenience caused to you with your Amazon Music subscription. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids for Music subscription or charge ID a unique nine-digit ID linked to the charge for your order, or subscription, which can be located in your bank statement.

You can look up your orders online through Your Account (www.amazon.com/your-account).

We appreciate your time and patience in these regards

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 03/08/2023

Complaint: 19549102

I am rejecting this response because: Amazon issued a refund to **** card ending in **** which I dont own a card I never received the refund

Sincerely,

*********************************
Customer Answer
Date: 03/10/2023
Visa **** Tell us why here...
Initial Complaint
Date:03/07/2023
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.
5/24/2022 I HAVE TRIED DESPERATELY TO HAVE A REFUND CREDITED BACK TO MY *********** MASTERCARD IN THE AMOUNT OF $202.55.*********** KEEPS TELLING ME AMAZON DID NOT CREDIT THE $202.55 BACK TO MY *********** MASTERCARD AND AMAZON KEEPS TELLING ME THAT THEY DID CREDIT THE $202.55 BACK TO MY *********** MASTERCARD.THIS IS THE **MAIL INFORMATION I RECEIVED FROM AMAZON:ORDER NUMBER 114-7846188-2909014 TO *********** MASTERCARD NUMBER: ******************* AMOUNT $202.55 DATE: WEDNESDAY, JUNE 29, 2022 AT 9:10PM CHARGE BACK NUMBER: ********** I JUST WANT MY ACCOUNT AT *********** CREDITED BACK MY AMOUNT OF $202.55 THANK YOU!!
Business Response
Date: 05/02/2023
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 received your email regarding the order 114-7846188-2909014.We have requested a refund for USD ****** 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 us directly by replying to *********************************************** if we can be of further assistance.

*****
Initial Complaint
Date:03/07/2023
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 03/03 I contacted Amazon ******** Service Agent and was advised the items had not been pulled therefore the money that was pending to come out of my account would not be pulled. But to my surprise after by 03/06 no order has been pulled or shipped but $43.70 was pulled from my account. I called and spoke with Rep-**** and he told me they do not normally pull funds out he couldn't explain how or why it happened to me. Also I have to wait 3-5 business day to refund. But I went online and called and cancelled everything on 03/03/2023. Then I spoke with the supervisor ***** on 03/06/2023 and again no one can tell me why money was taken from my account before items were pulled and shipped. Amazon practiced is not to pull money out of your account until it has shipped, but for me money it was pulled out of my account and they refused to put the fund back in 24 hour even though they have the means to do so.
Business Response
Date: 03/08/2023
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've reviewed your complaint, unfortunately I'm unable to determine the exact order you are referring to.

Please share the order number with us, so that we can review the issue and assist you further.

Once we receive the complete information we will address the issue as soon as possible.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/07/2023
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 queen ******** and a bedframe from Amazon.ca on Dec 24, 2022. The order number is # ***-9327498-9204222. Before returning both items, I confirmed the cost of shipping for both items would be reimbursed. I used *** to ship both items on Jan 12, 2023. The tracking number is E8600565973. On Jan 13, 2023, *** provided proof of delivery for both items. On Jan 30, 2023, Amazon issued a refund for the bedframe only. So, I reached out to Amazon to follow up on the refund for the queen ********. I was told to wait until Feb 11, 2023.On February 5th, 2023 I received an invoice from *** for $336.27 shipping costs. I sent a copy of the invoice to Amazon and was told since the *** invoice is for both items shipped, I would have to wait for both items to be processed by Amazon. The refund for the queen ******** was issued on Feb 23, 2023. On Feb 24, 2023, I resent the *** invoice to Amazon but was told the queen ******** has not been processed so a refund can't be issued for the shipping costs. I was told again to wait for the ******** to be received and processed by Amazon before shipping costs can be reimbursed. My issues are these: 1. No Amazon agent is able to tell me how long to wait for the processing to be completed. 2. Twice I have called Amazon to follow up with but the agents have conflicting info and when I probe, I get Im unable to offer additional insight on this matter and the phone is hanged up. Very rudely! 3. I have a late fee charge from *** as charges havent been paid yet and I have no idea how long more I have wait, although its been almost 2 months already since items were sent back to Amazon.I would like to know how long more I have to wait for this so called processing to be completed. I would also like Amazon to simply issue a reimbursement for the shipping costs incurred at *** as per the invoice attached. I have attached the invoice and the proof of delivery from *** as reference. Thank you.****
Business Response
Date: 03/08/2023
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#***-9327498-9204222. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method for both shipments on January 30, 2023 for CDN$ ****** and February 21, 2023 for CDN$ ******. We see a total refund of CDN$ ******* successfully processed on the order.

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

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

However, we are unable to refund the shipping charge refund from our end.

We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 03/08/2023

Complaint: 19549011

I am rejecting this response because: I was informed by Amazon that shipping costs for both the mattress and the bedframe would be reimbursed once the items have been received by Amazon. I was also directed by Amazon to use *** as the courier to return the items. Thus, Amazon needs to reimburse the shipping costs.

Sincerely,

*******************
Initial Complaint
Date:03/07/2023
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.
Ordered( Order#***-9887718-7793015) a ******* Galaxy Watch 5 44mm from Amazon.com on December 17, 2022. The watch was too large so requested to return the item. The only return option provided by Amazon was for *** pickup. *** picked up the item from me on January 2nd, 2023. The *** Tracking number provided was 1Z9WX3422624890988. Per *** via website and speaking with representative, the item was received January 5th, 2023 at 7 PM at **************, **, ** Amazon ************* and signed by *************. Contacted Amazon regarding refund January 22nd and was advised they DID have the watch and it was awaiting for processing, and was advised to allow at least 60 days for processing and if a refund was not received by March 5th, 2023, to contact Amazon. Contacted Amazon March 6th, 2023 and was advised I needed to contact *** for a refund. I contacted *** customer service and they advised the packaged was delivered and signed for. Contacted Amazon March 6th, 2023 per Amazon, ***** ***** ******* and two other CSRs), per Amazon's policy they are not able to issue the refund because they did not receive the product. The total amount of the order is $301.80. Per Amazon, they will NOT issue a refund because they don't know where the product is at the facility center.
Business Response
Date: 03/08/2023
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've reviewed your complaint details and I'm sorry for the inconvenience caused to you with regards to order#***-9887718-7793015.

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

After careful review, we see the item is not processed by the returns center, as a result we are unable to issue refund on the order.

We advise you to contact *** in order to pursue this matter further.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/07/2023
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 February 16, 2023 I ordered from Amazon.com using Klarna I purchased a gift card for $87.00 Amazon Order Date Feb 16, 2023 Order # ***-6564803-5600246 Purchase amount $85.29 to be delivered by February 19, 2023 On Feb 18th I received an email stating the package was delayed and I should receive by February 21, 2023. If I didn't receive the package call on February 22nd and a refund will be issued. I called and was told to contact my postal office and look for my package. I was very upset I had to do their legwork yet I went to my post office and was informed they received a pallet from Amazon but the package was not there. I called Amazon back and gave them this information and told them to call the postal office if they had any questions for them. They wanted to give me a replacement but it wouldn't arrive until March 24, 2023 which I said was unacceptable. They cancelled that order and to date haven't received my full refund of $87.00. I've called so many times trying to resolved this and no resolution. Being told they sending this to be escalated and nothing. I want my money
Business Response
Date: 03/10/2023
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#***-6564803-5600246.

We've received an update from the concerned team and upon review, we see the refund was successfully issued to gift card on February 23, 2023 on the above order, however we do see the gift card was unredeemed from the account as per your request on the conversation done on February 24, 2023. As, a result the gift card refund is unavailable in your account.

Since the gift card is unredeemed we are unable to process it back to your account, however as an alternative we can process a promotional credit for $85.29 to your account and you can use the same with your next sold and shipped by Amazon items. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

If you are comfortable with the credit, you can share your consent by responding to this email, so that we can get this processed for you.

We appreciate your time and patience in these regards.

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

Regards,

*********

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