Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,163 total complaints in the last 3 years.
21,681 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:02/25/2023
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.
Over the past year I have continuously had issues with Amazon delivering products all the time that they are promised as a prime member in a paid member. You are promised to have expedited deliveries typically next day which is why I am that member because I need things quickly. My experience has been awful every time a delivery doesn't come. It's usually because the driver comes outside of the office hours to get into the mailroom. I have left numerous instructions on the delivery instructions panel that states that if they come outside that window where they need to enter and how to get in. I've been told numerous excuses by Amazon employees of hawai. The drivers are missing my deliveries. Today I was woken up prior to 7 AM By a driver chat that only lasted 2 minutes to tell me your buildings closed.No it's not if they would read the instructions they would know how to get in and get up to my unit. When I called customer service yet again like every other time I have to deal with them. They are not helpful and they tell me there's nothing they can do and I just need to wait for it to be rerouted until tomorrow. Now making the package more than two days late. I believe Amazon needs to change its claims that prime members get expedited delivery and premium customer service as it seems that is not what they like to follow. And they do not care about when their drivers do not follow the instructions that they have you enter to avoid not having packages delivered on time. It is also infuriating when I told the customer service. Rap that I need the package today and I'm not accepting tomorrow as an answer and then they still win in and scheduled it for tomorrow and said we agreed upon that please see the screenshot provided. I doubt ***** going to actually fix this problem permanently or will change the advertisement claims of what a prime member actually gets to reach out. A billion dollar company shouldn't be telling customers they have no solution for their delivery.
Business Response
Date: 02/27/2023
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 deliveries and I understand the instructions are not being followed by the logistics.

I've checked the history and see that the instructions have already been updated. Further, I've also forwarded the feedback for future improvements.

I see that the order is now delivered to your mail room.

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: 03/07/2023

Complaint: 19496576

I am rejecting this response because: Clearly the message was not read. Mt delivery instructions have been in since day one, yet continue to be ignored by drivers or "unavailable for them to see" according to logistics. Also responding that my package has been delieverd when the complaint has to do with the promised time of delivery not over completeness seemed to go ignored. Once again, showing the lack of care of Amazon's customer service as they cant even take the time to read a BBB complaint. Just like when you call them they just say there's nothing they can do and the package will just show up eventually.

Sincerely,

*****************************
Initial Complaint
Date:02/25/2023
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.
I need to report Amazon ********* driver under Tracking ID: *************** For refusing to deliver my package and, need to report Amazon ********* center for refusing Deprioritization of my orders.
Business Response
Date: 02/27/2023
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 your order is already delivered on Friday, February 24, 2023. I hope you have received your order.

Please provide the feedback about the delivery in detail so that I 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.
*****************************************;
Initial Complaint
Date:02/25/2023
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 placed an order involving two items but then canceled them almost immediately. At this point the charges were not posted on my checking account. Two days later, after the purchases were successfully canceled, the two charges appeared on my bank account as pending charges. I called Amazon immediately to notify them of this error to correct their mistake but they they said the charges would drop off of my account. This never happend and almost two weeks later I am left with a $72.00 overdraft in my account. Again I called demanding for them to correct this by refunding me for the two items I never received along with a financial compensation for the $72.00 overdraft fees. They said there is nothing they can do nor the compensation for the overdraft fees. They gave me an Amazon credit for merchandise however I want my money returned along with my overdraft fees. Ive spoken to a supervisor. This has been over two weeks now that *** tried to come to a resolution.
Business Response
Date: 03/17/2023
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 overdraft fee.

I see that our **************** team has issued a $72.00 Promotional certificate to your account on February 28, 2023.

I hope this issue has already been resolved.

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.
***********************************
Initial Complaint
Date:02/25/2023
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.
2/21/23-$51.35 a storm came so it was late that was fine. Never showed up. Said it was lost said I had to cancel so I did and had to reorder which pulled MORE money out and was never refunded for the first one but got the new order 4am the next day. Called 5 days later because ANOTHER order actually the FIVE packages at this point have been late but one in important one that I ordered 2/21/23 supposed to be delivered 2/23/23 was never delivered chatted 2/24/23 and called same day reassured and promised it was coming 2/24/23 NEVER came called 2/25/23 hung up on THREE times I have all all but one name. Then told it won't be here til 27th! FIVE days late! Then I was told it would be 3-5 days for my refund even though it's already been 5 days since I requested the refund! Never recieved will supposedly be 5days late if i get it order #***-5820528-7221001 Refund order ***-0406015-4885863 Late order***-1142587-5641804 There's more late orders this company can't do their job I'm out $500 because of them!!!!
Business Response
Date: 02/26/2023
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 orders.

I've checked the following orders and see that they were delivered on February 25, 2023.

112-5820528-7221001
112-0406015-4885863 (Refunded $46.00)
112-1142587-5641804

I would request you to please let me know if you have checked with your neighbors and surroundings.

Further, I would like to know if there are any other orders which have similar issue so that we 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.
***********************************
Initial Complaint
Date:02/25/2023
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.
Amazon is not acknowledging to my proof of their mismanagement to my refund. I ordered maternity dress on Dec 8th, 2022 and then started the refund process on Dec 23th , 2022. Product was dropped at *** location and I have the amazon acknowledgment email for that day. After few weeks, Amazon website tracking shows product is yet to be received. However, another maternity dress which was returned same day at same time was received by Amazon and refunded. Upon following up with Amazon, they asked me to wait for 6 weeks after refund is started. I reached to Amazon again on Feb 3rd, 2023 and they asked me to respond to incident email which they will be sending. I replied to that incident email same day and received an acknowledgement email from Amazon saying we have received information and will get back to you within 6 hours. However, I didn't got any response from Amazon afterwards. I reached out to them on Feb 24th for my refund status. Now, Amazon is flat out lying that I have not responded to incident email and it's been more than 15 days now so we cannot refund the amount. I told them I have of my response to incident email and Amazon acknowledgment on that, but they doesn't want to look at my proof and not refunding amount. Order number: 112-6983522-6686654 Date of transaction - Dec 8th , 2022 Product returned date - Dec 23th, 2022 The amount of money that I paid the business : 67.40$What business committed to provide : refund for the product.What the nature of dispute is : Amazon poorest customer service and bluntly stealing customer money by not refunding. Whether or not business tried to resolve the problem: Clearly NO, they have no intention to look at my proof of Amazon associate's incompetent behavior and mismanagement of my refund process.
Business Response
Date: 02/26/2023
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 inconvenience caused regarding the refund for the returned order. I have shared your feedback with our team about the bad experience you had with us for the improvement.

I've checked on it and I can see the issue was escalated to our team and a refund was successfully issued on your account for $56.66 (Principal: $52.95 + Tax: $3.71) on Saturday, February 25, 2023 at 1:03 AM (PST) back to your original payment. The refund should reflect back in 3-5 business days on your billing statement. Confirmation email sent on Saturday, February 25, 2023 at 4:06 AM (PST).

I hope the above information helps.

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:02/25/2023
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.
THE ***** IS #***-0511159-6473828!!! WHY IS THIS ***** STILL STUCK IN **********************!!!! THIS IS SUPPOSED TO BE DELIVERED ***TODAY***!!!! HOW ABOUT GETTING THIS PACKAGE TO THE ***DESTINATION*** SHIPPING FACILITY IN **** LAKE AND GET IT READY FOR DELIVERY!!! THIS HAS BEEN SITTING IN BURLINGTON FOR OVER 8 HOURS NOW!!!!! *************!!!!
Business Response
Date: 02/26/2023
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 package movement for the delivery.

Upon checking on it, I can see the order shows delivered on Saturday, February 25, 2023 which was the given Guaranteed Delivery Date.

I hope you have received it. If it is not received or you have any issues, 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: 02/26/2023

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:02/25/2023
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.
THE ***** IS #***-0511159-6473828!!! WHY IS THIS ***** STILL STUCK IN **********************!!!! THIS IS SUPPOSED TO BE DELIVERED ***TODAY***!!!! HOW ABOUT GETTING THIS PACKAGE TO THE ***DESTINATION*** SHIPPING FACILITY IN **** LAKE AND GET IT READY FOR DELIVERY!!! THIS HAS BEEN SITTING IN BURLINGTON FOR OVER 8 HOURS NOW!!!!! *************!!!!
Business Response
Date: 02/26/2023
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 package movement for the delivery.

Upon checking on it, I can see the order shows delivered on Saturday, February 25, 2023 which was the given Guaranteed Delivery Date.

I hope you have received it. If it is not received or you have any issues, 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: 02/26/2023

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:02/25/2023
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 2/24/23 I log into Prime to go watch one of my shows and when I was going through the episodes information it was in another language other than English. I was on chat with customer service trying to get help for over two hours and still have not got any help. I paid for services that I am not getting and that is stealing. I was told I was getting credit for two months and they sen the refund to a card I no longer have, I was suppose to get a credit for the Starz services since it is not working and that was a lie and now I have no access at all. I tried contacting customer service via ******* and they was no help either. I subscribe to a lot of services and will be contacting my attorney general regarding this poor service if someone from corporate does not contact me.
Business Response
Date: 03/10/2023
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.

Im really sorry to hear about the inconvenience you experienced. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more.

On February 24, a refund for $20.26 was issued to the original payment method for the cancellation of your STARZ subscription. If your account has been closed or canceled and you have another credit card with the same issuing bank, they can normally apply the refund to your new card. If you no longer have a credit card with the issuing bank, they should issue you a refund check.

Here are the steps to change the language on different devices in Prime *****:

The Prime*****.com website and Prime ***** app user interface are available in multiple languages. Follow the instructions below to select your preferred language settings.

On the Prime*****.com website:

1. Go to the Account and Settings page.
2. Click on the Language tab.
3. Select your desired language.

On the Prime ***** mobile apps:

1.Open the Prime ***** app.
2. Go to My Stuff and tap on the gear icon.
3.Tap on Language and select your desired language.

On Smart TVs and all other supported devices:

1. Open the Prime ***** app.
2. Access the Prime ***** settings option.
3. Under Language, select your desired language.

However, as a goodwill gesture, I've added a gift card to your account for the amount of $20.26.

It will apply to your next order, and you can view your balance and usage history in Your Account here:

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

Your available balance appears in the payment section when you place a qualifying order for new items shipped and sold by Amazon.

To view the Terms and Conditions for using your promotional funds, go to our Help pages:

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

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,

*******************************
Amazon.com
***********************************
Customer Answer
Date: 03/17/2023

Complaint: 19496094

I am rejecting this response because:
It was no help
Sincerely,

*******************************
Customer Answer
Date: 03/27/2023
Not sure what is needed
Initial Complaint
Date:02/25/2023
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.
Pertaining to claim #******* Some follow up documentation and a secondary claim of impropriety.

Customer Answer
Date: 02/25/2023
To Whom it May Concern,Amazon sellers have been kicking back my purchases despite clearance from my bank. There seems to be an abundance of ineptitude on the part of the website. Attached is the supporting documentation. Your diligence on this issue would be greatly appreciated.Best regards,**********************************
Business Response
Date: 02/26/2023
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 payment issue on the orders. I'm sorry for the inconvenience caused.

I can see the payment is still not cleared on the reported order as well on multiple other orders on your account. We have sent notifications about the payment failure on your registered email id. If you have already approved the payments for all the orders, I request you to please contact the bank to let Amazon charge your card.

When we are trying to charge it, it is getting failed at all the time. If the bank is having trouble in approving the payment, then I'd suggest to please use any other card. Once we successfully authorize the charges, we'll be able to ship your orders and deliver the same. 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
***********************************
Business Response
Date: 02/28/2023
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 payment issue on the orders. I'm sorry for the inconvenience caused.

As we discussed in previous complaint# ********, I can see the payment is still not cleared on the reported order as well on multiple other orders on your account. We have sent notifications about the payment failure on your registered email id. If you have already approved the payments for all the orders, I request you to please contact the bank to let Amazon charge your card.

When we are trying to charge it, it is getting failed at all the time. If the bank is having trouble in approving the payment, then I'd suggest to please use any other card. Once we successfully authorize the charges, we'll be able to ship your orders and deliver the same. 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
***********************************
Customer Answer
Date: 02/28/2023
I am rejecting this response because:the ineptitude has gone a step further; Amazon has suspended access to my account. The bank clearly approved my transactions, and I would like some arbitration in light of the companys retaliatory actions.

Sincerely,

**********************************
Business Response
Date: 03/17/2023
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 03/17/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:02/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have received several e-mails from Amazon advising me that they failed to receive items I already returned and therefore charged me for these items. This has happened continuously. Upon checking my credit cards, the charges have already been applied. Some days I will get 5 e-mails in a row resulting in several charges with no warning. I have to call them each time this happens to explain that I retuned the items, and once they research, they apologize and confirm the items were in fact returned and send me a refund. Until recently. On 02/16/23, I received an e-mail stating that I never returned an item from several months ago and once again charged me in the amount of $35,99. I looked at my credit card immediately and the charge was already applied, once again with no warning. I called and they said they received the item, apologized, and I would receive the refund in 3 to 5 business days. It has been 8 days and I never received my refund. I tried to call them today but was unable to connect to a live person, only an automated system that could not assist with this issue. I had to go out of the Amazon app to retrieve a telephone number for them so I could try to speak to a live person. Once again, I was assured that I would get a refund in 3 to 5 business days. I demanded answers, why does this keep happening? What if I didn't check my e-mails and wasn't paying close attention to my accounts. There would be hundreds of dollars in charges from them for items I already returned. And how many other people are they doing this to? He said they have been having issues with this type of thing lately. This has been going on for a very long time. As of tonight, I still have not received my refund of $35,99. I want my refund and feel others should be warned of this. This is theft, plain and simple!!!
Business Response
Date: 02/26/2023
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 apologize for the inconvenience caused regarding the retro charges on your returned order.

I've shared the feedback with our team to get this checked for necessary action to avoid it in future. I see the charges were successfully refunded on your account on Friday, February 24, 2023 at 11:35 AM (PST). It should be reflecting back on your billing statement soon, generally within 3-5 business days.

The item that you have returned wasn't processed at our return center, this is the reason these charges got applied by our system. Rest assured, I've shared the feedback with the concern team for the improvement to avoid these issues.

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

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