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

47,876 total complaints in the last 3 years.
17,735 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:02/24/2023
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.
Date of the transaction: January 11, 2023 The amount of money you paid the business: $1,269.99 What the business committed to provide you: Apple 2022 MacBook Air Laptop with M2 chip: 13.6-inch Liquid Retina Display, 8GB RAM, 512GB SSD Storage, Backlit Keyboard, ****p FaceTime HD Camera. Works with iPhone and iPad; Silver What the nature of the dispute is: Amazon didn't deliver this item and refused to provide me a refund for this order.The business didn't try to resolve this problem.Account number: ***************** Order number: ******************* Tracking number: TBABOS501833747
Business Response
Date: 02/28/2023
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'm sorry to hear you didn't receive your package, even though tracking says it's been delivered. Sometimes a carrier will accidentally scan a package as "Delivered" when it's actually still on its way. When this happens, we expect the carrier to deliver the package within one business day.

If the package doesn't arrive by Friday, January 27, 2023, and you've checked with the freight forwarding company, please send a screenshot of the tracking page from the freight forwarder's website, showing that their company hasnt received your package, to ********************************************* and specify if youd like a refund or a replacement.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 02/28/2023

Complaint: 19494502

I am rejecting this response because:
The tracking detail shows that the order is not delivered.
Since the order is not delivered, I am very confused about the reply from the business.
The company didn't give me the refund even the shipping detail said the item maybe lost in transit.
What a bad service!

Sincerely,

*********************
Initial Complaint
Date:02/24/2023
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 ordered some Moto Metal rims from a third party at Amazon. They sent the wrong ones, I asked for a refund. They sent the label but was informed I had to pay shipping per *** when shipping was supposed to be free. I called Amazon Feb. 16th at 6:18pm. The lady at Amazon told me I shouldnt pay for shipping per my account but she advised me to go ahead and pay and Amazon would reimburse me. I called Amazon back Feb. 17th to inquire about the shipping refund spoke to a *** he was very rude and refused to transfer to a manager. Finally after several attempts I spoke to a supposed manager named ******** who asked me to email a copy of shipping receipt and once the seller of the rims refunded me they would refund my shipping fee of $232.60 and to wait 24/48 hours. I have called several times and today Feb. 24th I spoke to ****** at Amazon who stated she would would again need me to email the receipt stating they dont keep notes on the account and managers are not available. All Im asking for is the refund for the shipping that was supposed to be free reimbursed to me of $232.60 and no one at Amazon is wanting to assist me with this.
Business Response
Date: 02/28/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Initial Complaint
Date:02/24/2023
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 22, 2023, I purchased a small security camera at Amazon.com and "within" 5 minutes, I cancelled the order and purchased a more expensive item . Amazon never charges me unless an item is "shipped" which it was NOT SHIPPED. So, I was charged for an item that I CANCELLED within 5 minutes and have NOT received my $30.20 yet and it has been 2 days. I CANCELLED IT WITHIN 5 MINUTES. I have tried calling Amazon ************* several times just minutes ago and chatting with employees and they all give different answers as to when I will receive my refund of $30.20. Three of them say with 3-5 days, **** days and 14 days for an item that was CANCELLED WITHIN 5 MINUTES AND NEVER SHIPPED. Ridiculous! I have never heard of such a thing in all my life. I have been a faithful Amazon customer for many years now and am very stressed out over this. I just want my $30.20 refunded to me now.
Business Response
Date: 02/27/2023
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 to you with your Amazon order #***-4248636-5696215. Upon checking, I see that your order has been cancelled and $30.20 was refunded on Saturday, February 25, 2023 4:34:44 AM PST.

The payment method on this order qualified for processing as a PIN-less debit transaction. The funds for these transactions are withdrawn from your bank account on the same business day the order information is sent to the seller and the fulfillment process begins. Since you were charged, you'll be refunded within 10 business days.

This canceled order will appear in the Canceled Orders section of Your Orders (www.amazon.com/yourorders).

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
***********************************
Initial Complaint
Date:02/24/2023
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.
Problem: Amazon closed my personal account. I have been a customer for around 15 years and my account has thousands of dollars in gift card balance and a massive library of audible and Kindle books which I paid for and now I don't have access to. Description:My understanding is that Amazon closed my account because I didn't follow their terms of service in using gift cards without specifying the reason. I am confused because when I called their customer support many times and asked about using gift cards and they told me I can use them to buy whatever I want and I can't talk directly to the account specialist over the phone.and the account specialist usually sends me emails about terms of services without specifying what exactly I have violated. Due to this miscommunication, I didn't know what was going wrong and suddenly Amazon closed my account.
Business Response
Date: 03/13/2023
,
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information .
Sincerely,
**************
Amazon.com
Customer Answer
Date: 03/20/2023

Complaint: 19494197

I am rejecting this response because: Amazon has sent me an email that they can't open my account and still my problem hasn't been resolved

Sincerely,

***********************
Business Response
Date: 03/29/2023
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.
Initial Complaint
Date:02/24/2023
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 the package that was delivered to my house I have the order number they can not find why do I have to go through so much to get a refund
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Upon checking, the e-mail address you have provided to us with doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

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

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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
***********************************
Initial Complaint
Date:02/24/2023
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.
Tried to return a product that does not meet performance claims from web description. There were no shipping options available online so I spoke to Amazon customer service agent directly about the issues I was experiencing and the agent was helpful in preparation of shipping label. I received an email with the link to the shipping label to which I use to print and return the product. At no point in my conversation with the agent did he ever mention I was responsible for shipping cost of the product. But when I received my refund, shipping fees of $110.94 were deducted without explanation. I then contact customer service to ask for explanation, they said the reason was because the product was returned because "I no longer wanted the item." At no point in time did I ever stated the product is being returned because I no longer wanted and I was not the one preparing the shipping label, it was completely handled by Amazon customer service to which I have email to prove. When I tried to enquire further, I was advise that they cannot help me any further and must end the call. Shortly after, the agent ended the call. I contacted customer service again shortly after and met with the same response and result. They will not provide any details and will not allow me to escalate to higher management. If they look into this further by pulling the recorded conversation with the original agent preparing the shipping label, they would find out that the error was made by Amazon customer service agent and I should not be the one paying for it.
Business Response
Date: 02/28/2023
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 BBB complaint and I'm sorry to learn about the shipping fee which was deducted out of your refund amount.

To resolve this better for you, I've made one time exception and issued refund of CDN$ ******. Refund shall be credited to your original source of payment within 3-5 business days.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 03/01/2023

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:02/24/2023
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.
Received email confirmation from Amazon, that a refund would be issued once vendor received item. Purchase was made on 9/202022 order # ***-6417238-1604240. Provided proof of return to Amazon and after all several months they refuse to refund purchase amount- $213.99.The item has been returned and refund not provided.
Business Response
Date: 02/27/2023
Hello,

A full refund for the claim amount was issued to the payment method used to place order 111-6417238-1604240.

-- Refund Date: February 26, 2023
-- Refund Amount: $213.99

Sincerely,
Initial Complaint
Date:02/24/2023
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.
I called Amazon Prime at ************ to try to cancel the free 30 day trial subscription to Amazon Prime and the man I was talking to started yelling at me and talking about my mother. He hung up after this and talked to someone else and he said he would deal with this. He wanted to know the name of my bank and wanted me to download a software on my phone. After that he started saying someone was in my bank account. I hung up and called my bank so they could be aware of this. I took the software off and called Amazon and told them.
Business Response
Date: 02/28/2023
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

We're sorry to know about the issue you've experienced.

The number you've provided does not belong to Amazon. To contact us, always visit: **********************************************************

Further we could not locate any retail account with the email ID you've provided. We can take action only when the request comes from the email ID associated with the Amazon account. Please provide us with this information for prime membership cancellation.

We hope to see you soon.

Regards,

Abhishek
Amazon.com
**********************************;
Initial Complaint
Date:02/24/2023
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.
My son (17yrs old) ordered, with his own money he made while working at Chick-fil-a, an *** Ryzen 9 5950X 16-core, 32 Thread Unlocked Desktop Processor from Amazon. In addition to that part he ordered every other part that it takes to build a PC over $2,300 worth of equipment. He received the part and while it looked like the packing wasn't new, in excitement he opened the box because he wanted to build the *** The box indicated it was the *** Ryzen 9 in actuality what was in the box was an *** Ryzen 7. Please note he created his own Amazon account because he wanted to do it all with his own ID. When he processed the return he did so via Amazon.com he did not call or take pictures because he had never seen me do that nor did I instruct him to do that as I never had on my returns. Amazon reached out to us, via email, they said they will not be replacing the *** Ryzen 7 with the *** Ryzen 9, they are saying they sent us the 9 and we sent them back the wrong part. 100% they did not send us the 9. After much back and forth where they passive aggressively called us or our delivery person thieves. They said their carrier confirmed it was a 9, not sure how when the contents couldn't be determined due to the packing and in previous communications they said maybe the carrier did something, once again passively aggressively. When I was getting nowhere with them and they just kept responding with the same answer I told them I wanted the part back so I could donate it to the local high school computer teacher they said they had disposed of it which was a change in their story as the ** person said they hold onto the product until a resolution was reached. No resolution was reached until I told them to send the part back to me. I had already gone to Best Buy to purchase the *** Ryzen 9 for my son, which disappointed him because he wanted to buy his own PC parts. Amazon is stealing from my son and I need help in defending him. I will piece the email thread together.
Business Response
Date: 02/28/2023
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Customer Answer
Date: 02/28/2023

Complaint: 19492926

I am rejecting this response because they could have found the account in question using the email address on the document provided. However, I have updated the document to include the Amazon ID, associated email address as well as the order number also included below.
ORDER NUMBER: 112-9344628-5338626
Amazon User ID: Eking
Associated email address: *********************

Thank you,

***************************
Business Response
Date: 03/08/2023
Hello,
I'm ***** from Amazon.com.
As we informed you earlier, your return for the order 112-XXXXXXX-XXXX626 contained olderModel instead of the original item.

Our records show that the order was complete and in proper condition, and the correct item was in the package when it left our fulfillment center. In addition, the carrier has confirmed that the parcel was intact and undamaged when it was delivered to you.

As stated in your previous messages, we cannot issue a refund for this order until we receive the correct item. Return the correct item to us , if you would like a refund.
To protect our employees and customers, we have disposed the incorrect item/mistaken returnsas per our policy.

While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct.

We are unable to provide additional information on this matter. If you would like additional details, you can review our previous correspondence with you and our return policies in the Returns, Refunds and Title section of the Conditions of Use, available at the link below:
www.amazon.com/conditionsofuse

Im sorry for any disappointment caused and appreciate your understanding.
Initial Complaint
Date:02/24/2023
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 got a defective tuba from Amazon but Amazon wont honor their A-to-Z guarantee to refund the price of the tuba. I ordered a tuba and it was defective (the buttons stick down so you cant play it). I took the tuba to an instrument repair shop and they found it was manufactured improperly and said it could not be fixed. Amazon says I could return the tuba before Feb 15 2023. I began a return process with Amazon on Feb 13. Ive followed Amazons procedure for A-to-Z return of defective items. According to this policy I should be able to return a defective item for a full refund and Amazon pays for shipping. Ive given Amazon the information they asked for, been on the phone with Amazon 5 times. Amazon will not refund the purchase and wont explain why they are not honoring the A-to-Z return policy. The last email from Amazon says Your A-to-z Guarantee claim has been temporarily withdrawn with no further explanation. Its been 11 days, 5 calls to amazon and many emails, but they will not honor their A-to-Z return policy.The Amazon Order is #***-5555896-5351456
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 that the **** item you have received is defective.

I've checked on it and I can see that our A-Z team have requested to return the order back to the seller to get a refund in the same email where they have mentioned "The claim is temporarily withdrawn".

The team have provided a return address. I request you to please pack the item, return to the provided address using any economical carrier of your choice, share the return charges receipt with the seller so that once they receive your return, a refund will be issued for both the item as well as return shipping charges.

The A-Z team have also mentioned, "If the return reaches the seller and you do not receive a refund, please use this link to let us know and we will investigate further: ******************************************************************************************".

I kindly request you to please refer to the email sent on Friday, February 24, 2023 at 5:28 AM (PST), you will get the above details and return the order for the refund.

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: 02/26/2023

Complaint: 19490969

I am rejecting this response because:
********, you write that "if the return reaches the seller and you do not receive a refund please use this link to let us know and we will investigate further", but the link simply shows that an investigation is ongoing (see attached image). This is not a guarantee from Amazon to refund my purchase or the cost of shipping. Preprinted return lables are the standard industry practice for returning online orders. Asking the customer to risk their own money (in my case hundreds of dollars to send a tuba from ** to CA) to return an item based on a vague promise to "investigate" is poor customer service.
To resolve my complaint either:
(1) Amazon emails me preprinted return label for shipping the tuba back to the seller
or,
(2) Amazon emails me a written guarantee that Amazon promises to refund the cost of the tuba and shipping if I can show I sent the tuba back to the seller

So far, I don't have either of these things

Sincerely,

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

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