Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon

  4400 12th Street Ext West Columbia, SC 29172-3300

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  Amazon.com

  3680 Langley Dr Hebron, KY 41048-9135

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  Amazon.com

  560 Merrimac Ave Middletown, DE 19709-4652

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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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:02/22/2023

  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 MacBook Pro computer for $1,226.51, that I returned to Amazon with the tracking label Amazon provided me 1Z67561Y2608307395.The item was received by Amazon, however, my refund was not processed as promised.When I contacted support, they told me that if I did not receive a refund, I should contact UPS.Support also refused to escalate my case to another department.

  Business Response

  Date: 02/23/2023

  Hello ******,
  
  I'm Pratap 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 the complaint and understand your concern regarding the refund for the returned item Apple 2022 MacBook Pro Laptop.
  
  Upon checking I see that a refund of $1226.51 has been issued to your original payment method on Wednesday, February 22, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.
  
  Your patience and understanding are greatly appreciated.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance in this matter.
  
  Regards,
  Pratap

• Initial Complaint

  Date:02/21/2023

  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.

  On 2/12/23 I placed an order with amazon. It was to be delivered on 2/16/23 &2/17/23. I never received any of the packages. After numerous attempts at getting a refund amazon refuses. This problem was totally Amazon's fault. Do to the fact they addressed packages wrong.

  Business Response

  Date: 02/23/2023

  Hello *****,
  
  I'm Pratap 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 am so sorry to hear that you did not receive your Amazon packages.
  
  While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.
  
  We look forward to hearing from you soon.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance in this matter.
  
  Regards,
  Pratap

• Initial Complaint

  Date:02/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This listing B085YFCMFJ sold on Amazon illegally merged **** unrelated reviews to deceive guests, a serious violation of ******** business rules. Please check it's variations. The original product is a skin capsule, but the variations are dentures. So ridiculous !!! The link is as below:*********************************************************************************************************************************************************************************************************

  Business Response

  Date: 02/23/2023

  Hello,
  
  I am Mahesh Boddu 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.
  
  The e-mail address you contacted us with isn't associated with an account. We only provide information and make changes when the request comes from the e-mail address associated with the account.
  
  If you know the e-mail address your account is under, write from that e-mail address.
  
  If your e-mail address has changed, you can update your information by visiting Your Account (*******************************************) and click "Login & Security" at the top of the page. You'll be able to use the "Edit" button to update your information.
  
  If you're not sure what e-mail address your account is under, please contact us via phone:
  
  **********************************************************
  
  We appreciate your time and patience in this regards. We look forward to seeing you again soon. 

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has serious problems. You can't get an English speaking supervisor on the phone or in chat They ******* you with prewritten messages and don't listen to anything you say. I have exhausted myself trying to deal with them for the past month.I ordered two items the same day. A lamp and a knife. Both didn't work out, the lamp was broke and the knife was the wrong size. I set up a return on their site to return them together. Tracking number-------1ZR7Y0127808325158 They returned and refunded the lamp right away and refunded that but have not yet refunded the knife and everytime i ask i gete the runa round.... contact the carrier... but the carrier shows the item was returned an reeived. Tonight a so called supevisor with a name i cannot even begin to pronounce dismissed me and said something about the item was not received. I returned exactly what I received and I am due a full refund.I am a disabled person and I have contacted a probono lawyer and filed a dispute with my bank.This is an awful way to treat someone.Order Placed: January 15, 2023 Amazon.com order number: 113-8725121-9461807 Order Total: $84.21

  Business Response

  Date: 02/22/2023

  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 60 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. The refund for the lamp was issued in advance however the other order is not eligible for advance refund.
  
  Rest assured, 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 60 days from the time of return, please contact us through chat or call so we can find out what happened and help you further.
  
  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: 02/25/2023

   
  Complaint: 19446008
  
  I am rejecting this response because:
  They are lying to you. I have taken screen shots of the chats with them over the past weeks and each time I talk they tell me something different.

  Thye are scammers.  The last chat I was told that I didn't return the correct item but I clearly reported that I was sent the incorrect knife and returned exactly what I was sent.

  Please don't let them do this... i am not accepting this and my bank is disputing the charge currently.

  Amazon outsources all of their customer service and it is way below sub par. 

  Embarassing that so many people give them their money.

   

  There is no real reason why I haven't been returned. They seem to make up a different reason each time I chat. 

  Can i send the screen shots? 

  Sincerely,
  
  **** ***

• Initial Complaint

  Date:02/21/2023

  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 placed order 113-2325925-5270658 on 2/15/2023. When I received my order on 2/18/2023 I noticed that one item was missing from the packaging. The item missing is the *** PF22.2 Foam ****** Magnum 28 Kit with Grime Grabber Combo. The total amount of this item was $204 plus tax. I contacted Amazon and explain the situation and spoke with ************************* via chat for which I have a copy of the chat records. She promised my refund in the amount of $218.28 and said she processed it and I would receive confirmation within 24 hours. Amazon then denied my refund telling me to get a police report due to the value of the item which I did. The report was filed with **************************** and the case number ************ was provided to Amazon. They once again denied my refund saying the police report needs to be in a closed status. This is not acceptable. I want my refund immediately.

  Business Response

  Date: 02/23/2023

  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 am sorry for the inconvenience caused to you with Order#***-2325925-5270658. We confirmed the details of the Police Report that you provided, but its still in the investigation process.
  
  Once the investigation has been completed, please contact us again with the Police Report number, a link to access your Police Report, or a PDF/Image of the Police Report.
  
  Were unable to assist further for Police Reports that are in pending or any other incomplete status. If your report isn't complete/closed by April 9, 2023, contact us back and we can issue you the refund. Once 18 April 2023 passes, we're no longer able to issue a refund.
  
  Thank you for your understanding.
  
  We appreciate your time and patience in this regards. We look forward to seeing you again soon. 
  
  Regards,
  
  ***********************
  Amazon.com
  *****************************

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19445794
  
  I am rejecting this response because: its been completed and I still have no refund in my account 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/09/2023

  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 am sorry for the inconvenience caused to you with the Order ID: *******************. Upon checking the order details, I see that the full refund of $432.22 was issued on the order. 
  
  You can view details of the completed refund on your Amazon.com account:
  **********************************************************************************
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  I hope this information helps. We look forward to seeing you again soon. 
  
  Regards,
  
  ***********************
  Amazon.com
  ***********************************

• Initial Complaint

  Date:02/21/2023

  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.

  On September 22,2021 our Chase Amazon rewards credit card was used through Amazon to purchase an Amazon B2B account. This was made by someone not authorized to use the card. We disputed the charge with ***** and canceled that card. Addressed the issue with Amazon. They explained that since I couldnt verify the account the B2B account belongs to they couldnt help me. Then it happened again this year. Same account, the B2B account renewed itself using the canceled card. This is apparently an Amazon policy allowing them to collect payment from a non-active card. Then we started to have other Amazon charges appear. We contacted ***** again for all of them. We are on our 3rd card with them. Amazon still continues to allow this account to use our stolen credit card information. They stay behind their statement saying that since I cant verify the account information they cant do anything. I have explained to them time and time agin that I would like my payment information removed from this account if they werent going to do anything else to this person making fraudulent charges with my card. There has been about 7 transactions total. They are protecting this criminal.

  Business Response

  Date: 02/22/2023

  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 unauthorized charges on your card. I'm sorry for the inconvenience caused.
  
  I've tried locating any B2B charges using the information you have provided however I'm sorry, I could not find it. In this case, I request you to please contact the card issuing bank for the dispute. Also I'd like to inform you that, we do not have any option to successfully debit any closed card. If some one has added any card, our system will first verify it with the bank and when it is found to be active, then the charges are processed by the bank and settled to Amazon.
  
  As you mentioned you have already canceled that card but still being charged on it, please immediately call the bank to find out how they can settle any payment on the canceled/closed card. Your bank will be in the right position to answer this question. One thing I can assure you is, we do not charge any one's card to settle any payment unless the account holder itself provide us the active payment information. By disputing it with the bank and a proper closure of the card by the bank can help prevent the unauthorized charges and blocking of the account where it is used. I'd like to request again to please contact the bank on this matter.
  
  Regarding any other account information disclosure, we are unable to share the any account details for the security and privacy reason. I'd request to please also check with your friends and family members who may have access to your card details to see if they have tried creating an account with us and may have used your card. If none has done it, as requested above, please contact the bank. 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: 02/22/2023

   
  Complaint: 19445392
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  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.

  Delivered to a wrong address. Said couldn't pick it up and bring to my address. Person that received my package got it for free. Yet I still have to pay for mine. I should get a free item also.

  Business Response

  Date: 02/22/2023

  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 order is not delivered to your address.
  
  I can see the issue is escalated to our team for investigation to make sure a necessary action is taken to avoid it happening again and a replacement was created on your account which will be arriving anytime by Friday, February 24, 2023.
  
  I understand you would like to have a refund too along with this replacement however I'm sorry, we do not have that option. We can either refund or replace but not both, I appreciate 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
  ***********************************

• Initial Complaint

  Date:02/21/2023

  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 9 drawer dresser on 1/31/23. I cancelled the item because the delivery company said they would not set up the dresser. I am not able to do it myself so I canceled the order. The item has never been in my possession. The website says that I will get my refund. Within 3-5 days. Its been more than 10 days and I was just told that I have to wait another week because the carrier has not returned the item. My refund should be $1,673.27

  Business Response

  Date: 02/25/2023

  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 refund for the order you have refused the delivery.
  
  I've checked on it and I can see the carrier has yet to return that package at our fulfillment center due to which the refund is delayed. I've requested the team for an advance refund however I'm sorry, for the given order it is not possible to get this processed. The team have requested to please wait until the order reaches back. Please give it minimum 30 days that is until March 10. If you do not see the updates by this time, please call or chat or email us, we'll be happy to help you further.
  
  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: 03/02/2023

   
  Complaint: 19445054
  
  I am rejecting this response because:
  
  When I ordered the item, the website stated that it included setup.  The shipping company told me that it did not include setup and they would *************** inside the front door.  With the dresser being VERY heavy, there was no way for me to move it myself.  That is why I cancelled the order.  The website also stated that if I canceled the item, I would get my refund within 3-5 days.  I called Amazon to let them know that I was canceling, I was sent an email that stated that I should reject the item at delivery and I would be refunded within **** business days.  When I didnt get my refund, I called Amazon back and they told me that the seller hadnt received the item back yet which is not my fault.  I have never been in possession of the item and NO ONE is giving me any good reason why I am not getting my money back.  If I knew this was likely to happen I would not have ordered the item.  Now, theyre saying that the item is at a dock or something waiting to be shipped.  I have no control over that.  Why should I penalized for something that is not in my control.

   

  Amazon basically lied on the website and verbally.  Im CLEARLY being punished for canceling the item in the first place. Working with customer service just goes round in circles and they wont escalate my issue.  They seem to be thinking of every kind of way to not refund my money.  I am filing complaints with the attorney general and the consumer fraud bureau.  They should not be  allowed to get away with this.

   

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  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 placed several orders on Amazon.My pets items were okay My paper towels were okay My toilet paper was okay They pack the trash bags, band aids and windex in the same bag. The windex broke and emptied all into the bag. My band aids and trash bags were soaked and there was windex all over my floor. The windex is empty. I'm asking for a refund no one has helped me and I'm very disappointed. The windex should have been placed in its own box that said fragile. I lost about $25 worth of items and my floor got soaked in windex and my animals walked on it.

  Business Response

  Date: 02/22/2023

  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 order arrived damaged.
  
  I can see the issue is reported to our team to avoid it in future and to help you on this matter, the team have added a total of $9.4 promotional credits on your account and a refund of $6.94 for the reported order. I see it was confirmed to you over the chat you had with us. I hope it covers the issue.
  
  If you have any further concerns, 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:02/21/2023

  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 1/18/2023, I didn't recognize a charge on my credit card so reported it as fraudulent. It was reversed by my bank on 1/23/2023. In the meantime, I realized it was a legit payment, so my bank paid it to Amazon a second time on 1/25/2023. I contacted Amazon and they told me that they couldn't credit my account and that I would need to sign up again and pay again (I already paid a second time!). I contacted Amazon support on 1/28/2023, they agreed they owed me a refund so I could then resign up, pay and get Prime. They said I would have the money refunded to my account in 3-5 business days. A week later, I had no refund. I contacted them again on 2/3/23 and they said my credit card was cancelled so they couldn't refund it. I updated my credit card with them and again they said my refund would be issued in 3-5 business days. Still no refund. I went back to my bank and they said Amazon should be issuing me a refund, but they are not. So, I have paid for services I am not receiving and would like a refund. I have my bank statement I can upload and screenshots from my conversations with Amazon representatives to show that a refund is owed to me.

  Business Response

  Date: 03/15/2023

  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.We have researched this matter and confirmed that the dispute has been resolved between Amazon and your card issuer.We kindly request you to contact your card issuer and re-dispute the transaction to be reimbursed.Please accept our sincere apologies for the inconvenience caused.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  *****
  

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19444483
  
  I am rejecting this response because:

  I have spoken with 4 different Amazon representatives, all whom agree they owe me money.  Amazon told me the case had to be closed before they could refund my money.  The case was closed and per my bank, they have options to refund my money that will work.  The second payment was given to them by **** so it could be returned to me.  Now, they want me to put in another dispute.  I am being given the runaround...one I put in another dispute, I am sure they will say it was resolved because the case was closed on the first payment.  I have been trying to get my money back or Amazon Prime from them for over 2 months now.  They can go back to the first plan and push it through on my original card as suggested by my bank.  

  I am attaching the communication from my bank regarding Amazon needing the case closed to refund my money, and the various ways they could take care of it.  I still have $200 on a gift card from a friend in my Amazon account which I will lose also if I close the account completely, and it can't be given to anyone else or refunded to the giver per their policies.  I just want it refunded so I can be done.

  Please let me know what they will do to refund my money.  
  
  Sincerely,
  
  *****************************