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:03/02/2023
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.
Order# ***-6374780-8241851 Ordered on February 8, 2023.The item has never been delivered, Contacted Amazon for refund, 1. they said it has been refund to Gift Card, but my item never been purchased using gift card 2. then they said to reissue refund in 72hrs, but they never do. 3. then they said the item will come in three days, but the item never arrived 4. then I contact them again, they asked me to wait another 72hrs..
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.

I've reviewed your complaint and checked the order in question. Upon checking I see that a refund of $474.14 was issued for the item on Saturday, March 4, 2023 to the original payment method.

Refunds usually gets processed within 3-5 business days from the issue date.

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

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

I hope this information helps. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Initial Complaint
Date:03/02/2023
Type:Product 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 purchased an **** Laptop on Amazon on 1/31/23 with a 6 month payment plan of $90/mo. I had the laptop for a month when I started noticing it had defects (ie: shutting down unexpectedly). I started the return process through Amazon on 2/23/23. It was returned to them on 2/28/23. Amazon then charged me $90 on 3/2/23 for the second payment AFTER the laptop was returned. They're claiming now that they while they have received the return, they will not refund me any of the money until the warehouse physically scans the return into their system. I have fought with customer service all day today and have gotten nowhere. They absolutely will not refund the $90 they STOLE from me today, nor the money I paid when I first purchased the laptop. To top it all off, their customer service reps are rude and uncaring. They're more for Amazon than the customer.
Business Response
Date: 03/04/2023
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 Laptop return and charge. 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: 03/04/2023

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:03/02/2023
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.
A package which never reached me, and which was damaged by their driver, will not be refunded until Amazon receives the item back into their warehouse. That is a big "if" as drivers and items go missing regularly. It has already been a week and Amazon offers/has zero visibility for me (or themselves) regarding the status of my package. WORSE Their chat bot structures disallow me from reaching anyone to discuss this - which means if the product never reaches them I will be out of pocket (as I currently am) and have no means of redress. HERE IS WHY THIS IS GROSSLY UNFAIR: If this package had been of significant value, and I was in need of that money, I could be in hardship at Amazon's whim and powerless to address the issue of finding the package. More to the point, I am at the whim of a company which makes billions in profit and is co-funded through tax relief programs. I am, in effect, trapped in a legal structure wherein I am paying Amazon money for a product I never received - and through a tax system which foots their bill in society. (Payroll tax is refunded back to them by the ***** If they lose or damage an item, there should be no delays in refunding monies to those who are owed. Full stop.
Business Response
Date: 03/04/2023
Hello,

I'm Harasankar 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 order number you are referring to.

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

Rest assured, once we receive the complete information we will address the issue as soon as possible.

We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Customer Answer
Date: 03/08/2023
Thank you for your assistance, BBB!
Amazon has now provided a full refund for the missing/damaged merchandise. I still have zero visibility as to whether the item was ever returned to Amazon and believe I may have never received my refund had it not been for your kind offices.
The Amazon representative was professional, polite, and thorough. It is not the employees - but the system which needs improvement.
Initial Complaint
Date:03/02/2023
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.
Im a third-party Amazon seller based in ******, but my ***** marketplace is suspended pending VAT verification (MERCHANT TOKEN: A2Z31WXCS4V4PI). I am confident my VAT is all in perfect order and the addresses within my account are correctly represented. Furthermore, Im unable to submit any new information for review. When I click on "submit new information," Im taken to a European VAT FAQ page. Im frustrated because I opened a case with Amazon support, submitted my VAT receipts, and was told my VAT is being denied because of my registered address. Any changes Ive considered making to the addresses would be inaccurate. Ive reached out to several teams within Amazon and Im being downright ignored. Im only trying to do my due diligence to comply with Amazons policies, but Ive reached a roadblock.
Business Response
Date: 05/30/2023
Hello,

The seller account created under ************************* for which this complaint was raised, is an account for a European Marketplace.

We recommend that the seller sends their information to the support team in European Marketplace.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:03/02/2023
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 futon back to from the Pilot Freight driver on 2/27/22 per the Bill of Lading #*********. The futon was the WRONG FUTON that was delivered to me in error by Amazon in the first place that had to be returned for a refund because Amazon would not replace it with the right one I had already paid for. Now Amazon claims it has 30 days to process a refund which I was never told before. And now the location of the returned futon is UNKNOWN because Amazon claims it has not "processed" a receipt of the futon EVEN though the freight company they sent to pick up the futon, called Pilot Freight, provided to me a Bill of Lading Shipment #********* confirming Amazon received it back from Pilot Freight on their warehouse truck. Now Amazon has the returned futon AND my money BOTH, and it is holding my money for up to 30 days or more because they have not "processed receipt of the item." Amazon DID receive the item back per Pilot Freight's bill of lading so Amazon clearly just doesn't KNOW where the item is! **************** will not provide me with a phone number to contact the warehouse in Aurora to contact them to locate the futon and process receipt, either.This is all AMAZON'S problem NOT MINE and they should start the refund process immediately based on THEIR freight company's Billing of Lading that STATES they delivered it back to Amazon the same day they picked it up from me!!! I think this could be a case of possible theft by Amazon itself. Or else Amazon has no right to hold on to my money any longer as there is PROOF on the Pilot bill of lading that the item was returned to Amazon. I am also going to call my bank and commence with a dispute on the original payment I made to Amazon for a futon I never received after having RETURNED to Amazon the wrong item they had sent to me instead in error. Amazon is apparently a very irresponsible business with questionable refund/return processes and an inept delivery/refund processing system.
Business Response
Date: 03/04/2023
Hello,

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

I'm sorry for the delay in the refund for the returned order.

Generally the returns are processed by Amazon in 14 days. In some situations, it may take longer. Certain items can take up to 30 days. This additional time allows our ************** to find and process the item you have returned.

Although the return tracking shows delivered, the ************** has to complete the return processing before the refund is initiated.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. If you don't hear from our ************** within 30 days from the time of return, please contact us through chat or call so we can find out what happened and help you further.

You may visit the following link for more details.

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

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:03/02/2023
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.
I was charged for Starz for 16 months and had no idea. I asked them to show me where and when I authorized this charge but they could not and it was listed as Amazon digital so I thought it was something else. They could only refund some of my money. If they cant refund it all Id like to know when and how I signed up I looked online and quite a few other people are complaining about the same thing!!!
Business Response
Date: 03/04/2023
Hello,

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

I understand your concern regarding the digital "Starz" subscription charges on your account. I'm sorry for the inconvenience caused.

I can see that there was a 7 day trial activated on your account on Monday, November 22, 2021 and it was set to auto renew on your account post the trial. Since it was not canceled, we have been charging on your account until the last charge. I understand you would like to know how you it was activated as you mentioned you never did it however I'm sorry, we do not have that recorded information. We are only able to see when it was activated.

I can see it is now successfully canceled and the rep was able to refund for last 6 months charges which is unfortunately the maximum amount we are able to refund. I request you to please always check on your billing statement. If you find any charges or anything that is not familiar and it is from Amazon, please immediately let us know so that we can take the necessary action right away.

I can assure you that, it is now canceled and will not be automatically renewed. Thank you for your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 03/04/2023

Complaint: 19530047

I am rejecting this response because: I have researched this issue and I am not the only one who has been signed up for Stars without their consent. This pirate type behavior should not be permitted. Why should I check my account for unauthorized charges? That is like saying if I dont watch my backyard its my fault if someone steals my stuff. This is a widespread problem with Amazon and they should be held accountable.

Sincerely,

*********************************
Initial Complaint
Date:03/02/2023
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.
Never thought I would reach at this stage where I will complaint here for Amazon, it used to be great in terms of service but now very bad service. Here are few of my orders I placed in last 1 month, almost all orders are getting either delayed or delivered to wrong address, they show something else on site and once you place an order they will change the delivery date. They started sending wrong items too. After reporting the issue Customer has to run behind them or they ask customer to run behind *************** for delayed orders, which is so much hassle and not sure why Customer has to do it. I Know nothing will change but still I am complaining here with little hope that there will be some improvement. Here are some of my orders in last month with issues.Order # XXX-X940286-******* - Wrong mattress was sent (have to wait for few days for resolution)Order # XXX-X000280-******* - Order delayed by 5 days and that too damaged, wasted ***** days and ultimately had to return and wait for refund.Order # XXX-X329759-******* - Delivered to wrong address, replacement order sent though Order # XXX-X076524-******* - Delivered to wrong address, replacement order sent though ORDER # XXX-X171380-******* - Package was left outside building ORDER # XXX-X372751-******* - Overnight delivery got delayed, had to cancel and book new same day order.ORDER # XXX-X637406-******* - Return already reached but no refund yet, have to wait for 30 days.Amazon never used to be like this but unfortunately now their service has deteriorated, including their customer service too where sometime they hang up or disconnect the chat.
Business Response
Date: 03/04/2023
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 order delivery and Also I'm very sorry to hear about the frustrating experience that you've had recently with our team regarding this. To help you with this, I request you to write back with order ID's so that we will be able to check this for you.

Request you to provide the complete order ID.

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: 03/04/2023

Complaint: 19529495

I am rejecting this response because:
You guys are not serious about resolving issue. Whatever information I gave you is very much sufficient to get the orders. Today again faced an issue with 1 more order where it says delivered to mailbox locker but there was nothing in my mailbox. Please improve your service and have better delivery system.

Sincerely,

*****************************************
Customer Answer
Date: 03/08/2023
See attached image for all orderes, also recently Amazon (ofm) accused that I am claiming refund for delivered item after reporting them as lost which is wrong, I already reported here ( order ends with ****) that wrong item was sent and sent 2 emails with pictures of wrong item and already talked to them over phone then how can I report it as lost. Issue was with Amazon customer care who while refund selected Item Not Received as reason for refund which is not in my control what they choose, but ofm team was accusing me of wrongdoings and threatening me to deactivate my account and refuse me to use Amazon services.
Business Response
Date: 03/15/2023
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 of the orders reviewed by our internal team and got an update on the request as below:

The feedback has been taken on delivery service and we will work on improving our services for future orders.

For ***-7940286-0664210 full refund was issued on March 2nd 2023.

For ***-1000280-6398619 full Refund was issued on February 16th 2023.

For ***-9329759-2673036 - Replacement order # ***-2706510-3040240 is created and we understand you want to cancel the order but it has already entered a shipping process. For refund to be issued, Please return the item.

For ***-0637406-0612213 Refund issued for this item on March 7th 2023.

For ***-6372751-4884260, the order is cancelled.

For ***-4076524-7981041, Refund issued on March 7th 2023.

For ***-3171380-2992265, Package does not show open/damaged and Non returnable item. Hence refund can't be issued.

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: 03/15/2023

Complaint: 19529495

I am rejecting this response because:

The complaint was not about status of these orders, I can check the status by myself on Amaozn app, it was about bad services, order delays and poor customer service.
I know you refunded me for few orders but what about the time I had to wait for refund after waiting for 5/7/10 days for product. We place an order then it gets delays and we wait for few days then refund. You need to improve your delivery services.
Meanhile these are 2 new orders which got delayed. What's use of prime membership and delivery timelime you provide. We go by your delivery timeline and rely on it but you guys delay it.
113-1714696-3577802 - Abstract ************************************* ****** Mug
Please improve your delivery and customer care service.
Initial Complaint
Date:03/02/2023
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.
Having my time harassed by Amazon customer service, Ive already contacted the chat twice and today called twice on the phone got disconnected from the first person when he said he was going to reach out to his supervisor after almost an hour on the phone and then got on the phone with someone woman, who again barely spoke English waste of my time for a half hour, and then started putting the phone on mute until she eventually hung up the phone and I have this recorded 113-7797156-6629014
Business Response
Date: 03/04/2023
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. I've reviewed your email and was unable to determine your concern with the order # ***-7797156-6629014.

To help you with this, I request you to elaborate the issue 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: 04/10/2023
Hi yes my issue has not been resolved. I didnt realize that theres a seven day window. Ive been emailing them back and theyve literally done nothing. *** contacted them three times before the item even made it to me and I made them aware that if it wasnt here by the time that I needed it by that they would need to send it back. They havent even provided me with a return label for any type of credit they continue to pay people to not do their job while not providing me with any customer service or resolutions at this point, theyre going to **** at least $100 credit for continuing to harass and waste my time. I also realize theres another item that never got returned and thats gonna have to become a part of this complaint as well.
Business Response
Date: 04/12/2023
Hello Mr. *******,
.
I'm ******** from Amazon.com and I'm responding on behalf of my colleague '******' who is out of office. I've provided the BBB with a copy of this message.

Up on checking, I see that my colleague has already forwarded your feedback about the experience you've had with our customer service team to the concerned team to ensure the associates are coached.

Further, I see that the order #***-7797156-6629014 is marked as delivered on March 4, 2023. I also understand that you've requested compensation of $100.00 and I'm afraid to say we cannot offer it. The maximum credit we can offer is $20.00 in this case. If this is acceptable, let us know by replying to this email.

If you'd like to return any product, please visit our online return centre; *************************************

We hope to see you soon.
Initial Complaint
Date:03/02/2023
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.
I was told in a previous complaint that Amazon would give me a gift card since they won't refund the money back to my card. They have failed to comply with the agreement. I still have yet received the gift card on my account balance at Amazon. I would like my money back whether it be back to my card or on a gift card.
Business Response
Date: 03/06/2023
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 your concern regarding the gift card refund for the Order ID: *******************.

I've processed the refund for the the above to the gift card balance as promised.

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,
Arun

Amazon.com
***********************************
Customer Answer
Date: 03/06/2023

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:03/02/2023
Type:Customer Service 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.
Hello, I ordered a few things a year ago. I never signed up for a pass. I never noticed until a month ago. They been talking money out of my bank account. I ordered a new ATM card and they still take money out. I cancelled everything with Amazon and they still take money out. I called the two customer service phone number they provide on their website. ************* and ************* and it's not in service. I ordered five cheap things under $50.00 but they managed to take around $300.00 I hope something happens and I received my money back. Now I see why **** is always smiling on TV ... What a real modern day ***** !!!
Business Response
Date: 03/04/2023
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 unknown charge. To help you with this, I request you to write back with order ID or Charge ID so that we will be able to check this for you.

Also you can reach Amazon call **************** from the below details:
Customers in ******: **************
International customers: **************

I realize asking you to contact ** 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

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