Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

59,741 total complaints in the last 3 years.
21,450 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:01/29/2023
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 numerous of items from Amazon on 12/18/22 & had them delivered to a loved one, that's in a facility. The items were delivered on 12/27/22. However, three of the items were damaged. The facility doesn't allow the person to receive damaged items. My loved one had two choices, he could have someone pick up the items or the items would have to be destroyed. I went to pick up the items & immediately contacted Amazon, told them what was going on & asked for a replacement or refund. They stated that, they were going to send me a email, so that I can attach photos of the damaged items. After a few days had went by & I never received the email, I reached back out. This time they sent a email containing the wrong items, so I had to reach back out. Finally I receive the right email, uploaded the ************* it back. They needed more information, so I added the information & resend the photos. That wasn't good enough, so I had to send the photos again. Now they're stating they don't see the damage, when it clearly visible. The Motts fruit snacks were crushed opened at one end & some are missing. The Capri Sun box was crushed, some of the juice pouches got crushed & leaked all over the inside of the box. The Skittles/Starburst combo was ripped opened (even the delivery box was ripped) & there were loose Skittles all over the box. I have explained this to numerous reps, I have uploaded ****************** refusing to give me my refund. I had to reorder the items, so I want my full refund. I was just talking to a rep, who was extremely rude. I asked to speak with a supervisor, he stated they're not going to tell me anything different & hung up on me. Every person I have dealt with regarding this situation, has been rude, nasty & unprofessional. I would no longer order anything from Amazon, this type of treatment is very unnecessary & totally uncalled for. I just want my full refund on all 3 items, which is $42.22 plus taxes.
Business Response
Date: 02/01/2023
Hello,

I am Aqeeb 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.

Thank you for submitting photos of your damaged items from Order No: 111-9242913-2700269

However, the photo you provided does not match your description and explain the issue. As a reminder, you must submit a picture of the item that is damaged along with a piece of paper (handwritten or typed) containing the Amazon account holder's name and a date on or after January 17, 2023. We can't take action until we receive a valid photo. Please correct by showing the damage to the items and resubmit the photo for review. The information must be visible in one photo. Please resubmit the correct images as soon as possible as we're unable to accept submissions after 2/17/2023.

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

Regards,
*****
Amazon.com
***********************************
Customer Answer
Date: 02/02/2023

Complaint: 18947387

I am rejecting this response because:
I have sent numerous pictures, I've enclosed the note with the information, I've explained the damage in the email & I've spoken to numerous representatives. They have been extremely rude, unprofessional, nasty & unhelpful. I even had a few representatives hang up on me, when I tried explaining the situation to them. I feel like I've been nothing but cooperative & they're not trying to fix or rectify the issue. As a customer I shouldn't have to go through this much hassle, for something that I have no control over. I ordered several items to be sent to a loved one in a facility. However, since some of the items arrived damaged, they rejected the items & wouldn't even give them to him. I had to reorder the items & now Amazon don't want to refund me for the damaged items. How is that fair to me? It isn't fair & Amazon shouldn't be allowed to take advantage or rob a paying customer.
Sincerely,

Maj M
Initial Complaint
Date:01/29/2023
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 January 9th I returned an item and *** picked it up. Order # ***-1695342-6884241 Amazon received the item on January 15th and stated my refund would be returned to my gift card in 2-3 days. Its been over three weeks and I have yet to see my refund to my gift card. I called and sent chat msgs and people said wait 14 days which today was the 14th day now ** being told wait three months. Amazon received their item and *** has proof of return. I was even told by the worker yall have the item and its taking unusually longer. Not to mention your supervisor ************************* up on me, I was told the company doesnt file complaints on workers or investigate why its taking long.
Business Response
Date: 01/31/2023
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 return.

I've checked and see that initially, we received an incorrect item in the return which is ASIN: B09CPP8CB2 ******************************************** .

I understand that you have created a second return label to return the correct item. I would request you to please wait till March 11, 2023 as mentioned by our customer service department before we can take further action.

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:01/29/2023
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 12-10-2022 I ordered custom chair covers from CoversandAll through Amazon Pay at a cost of $255.17. On ***** a shipping label was created at 8:02pm, and on ***** at 8:32am the order was shipped out ( ***** tracking No.618957852398). When the order arrived way earlier than expected, I knew something was wrong. I had received one- size- fit- all covers made of cheap material, not the expensive custom ones I was led to believe I had ordered. Ordering custom covers through that company in the past had taken several weeks, and lots of communications. After requesting a refund from CoversandAll failed, I filed an AtoZ guarantee claim through Amazon Pay (order ***********************. Amazon AtoZ claims to cover "Items, conditions or detail not as described" and "Wrong versions or edition that appears on product page". I provided photos of the covers that I received along with the photo of the product page. There is a major difference from the product that I received than the one pictured. I also provided information from the BBB to support my claim of the company's negative history, and it shows a consistent misrepresentation of their products. After A-toZ lost my info and e-mails several times, I was finally talking to an Amazon representative and was told outright that Amazon does not outsource information, even from BBB, to decide a claim. But they use tracking information every day from companies like ***** to decide a claim! I understand that they can't collect evidence from ******** or yelp, but the BBB that's non biased and been around for 100 years? Well my claim was denied by **** , and I was never provided with an explanation why. When I requested information to make an appeal on the denied claim, I received an email about a 1/2 hour later with the information I requested, but my right to appeal had been removed, effectively ending the process. I definitely will not be using, or recommending Amazon Pay to anyone in the future.
Business Response
Date: 02/04/2023
Hello Phil,

I am Aqeeb 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.

We have reviewed your Order **********************

Im sorry for the experience youve had with the purchase from Coversandall. Weve reviewed the Amazon Pay A-to-z Guarantee claims submitted for your transaction. Weve confirmed with the information provided by you and the merchant that the Amazon Pay A-to-z Guarantee does not cover the problem that was reported.

Please continue working with Coversandalls Customer Service to determine what options are available within their return and refund policy.

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

Regards,
*****
Amazon.com
***********************************.
Customer Answer
Date: 02/06/2023

Complaint: 18946740

I am rejecting this response because: This is what is covered By A AtoZ claims guarantee. I have cut and pasted it from your Website.
Wrong version or edition
You received the item ordered, but it's a different version or edition than what appeared on the product page.
Item condition or details not as described
You received the item ordered, but it was a different condition (for example, used or refurbished instead of new) or had an important detail that was not explained on the product page.
The item received clearly a one size fits all cover which is, Instead of a custom cover. Item does not match the photo of their product page.
Coversandall BBB customer complaints show that they misrepresent their products to costumers consistently.
So instead of saying my claim is not covered by your guarantee claim, or your denying my claim.
How about explain in detail why after presenting you with photos, tracking information and evidence from the BBB about coversandall why Amazon is ******* my claim.

Sincerely,

*************************
Initial Complaint
Date:01/29/2023
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 placed order number 111-4934285-5703409 on Jan 4, 2023. I placed order 111-6385156-2716235 Jan 22, 2023. Both orders arrived broken. Upon contacting Amazon within the ***************************************************************************************************************************************** drop off location. However, I do not drive and the nearest location is about 12 miles one way from my house. The only other option is to pay $7.99 per item to have *** pick the items up. This is not acceptable. It says FREE returns and exchanges within 30 days WITH NO SHIPPING CHARGES. Its not my fault they arrived broken. Its not my fault that my health prevents me from being mobile. Why should I have to suffer the costs of these broken items because of my disadvantages and the mail carriers carelessness with my packages?
Business Response
Date: 01/31/2023
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 would like to confirm that the returns are free. However, *** pickup is charged for all reasons. You will need to choose an option according to your convenience.

I'm sorry once again for any inconvenience this might have caused, there is nothing much we could do in this case.

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: 02/03/2023

Complaint: 18947056

I am rejecting this response because: this is deceptive sales practices, which mind you in the **************** are illegal. Nowhere on the items listing does it mention *** pickup fees. If you will not stop the deceptive sales practices and fix the wording in your listings in addition to fixing my issue then Im going to be left with no other options other than to immediately start a class action lawsuit against ***************************************************************************************************
Initial Complaint
Date:01/29/2023
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 bought a dresser on Amazon, when I bought it, the website says it has one year of warranty, and now, the website also says it has one year warranty. Now the painting of the dresser cracks and one leg supporter damaged. I try to contact the seller on amazon, but I cannot contact the seller directly, I also try to find the website of seller on ******* it seems there is no this company. I contact the custom service of amazon, one gave me a website, but it just has the same name as the producer, the only product on this website is a bag.
Business Response
Date: 02/05/2023
Hello Hao,

I am **********;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.

We are sorry to hear about the damaged item.
We have reviewed your Order No: 112-9137944-5386615 and see that Return Window expired on September 18, 2022.

We recommend contacting the manufacturer, KINWELL, for any assistance with warranty, replacement, or refund information.

Manufacturer contact information should be in the product manual or on the packaging for the item.

Thank you for your understanding
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*****
Amazon.com
***********************************
Initial Complaint
Date:01/29/2023
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 was placed on January 24th with 2 day shipping and delivery. Delivery tracking shows that it was picked up on the 26th around 3 a.m. and no further tracking has been provided besides that it could be delivered today, Sunday, January 29th. When i contacted customer service and spoke with a representative, they connected me to **** in Logistics who could not provide me with any shipping information other than what is on the site. I know the items are further along than just leaving Kent *********************** The employees proceed to place me on hold after I asked to speak with a supervisor or manager to have an off conversation between the two of them. This is very unprofessional and no supervisor was given. Call was disconnected and this is not the first time this has been done with Amazon. They need to train their employees to listen and provide the best possible resolution to customers. Disconnecting phone calls and having off conversations about customers is not a great way to run a business. If items are not received today, I will need a full refund processed and will no longer be ordering from Amazon.
Business Response
Date: 01/31/2023
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 your order for Computer Monitor.

Upon checking I see that the Estimated Delivery Date is Tuesday, January 31, 2023. Please wait till the estimated delivery date, the item will be delivered to you.

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
Customer Answer
Date: 02/03/2023

Complaint: 18946955

I am rejecting this response because: I am a Prime Member and was promised that my items would be delivered in two days. When the day that it was promised came, there had not been an update to the account in over 72 hours. On Sunday, it was not updated until I called twice on Sunday. Once around 11 and the second time around 3:50 pm. While I was on the phone with Amazon Logistics the update was placed on the account stating there was a delay in transit. The monitors stayed in ******** distribution center for two days until it made it to ******, ****** for delivery on Tuesday. I had to leave my job Tuesday at 11 and miss 2 hours of work to have the items placed into my home. I did not want to have the items sitting outside until I got off work at 5. This was very inconvenient for me to have to take time off of work to receive these items when they were promised two days earlier and over the weekend when I was sitting at home waiting for the delivery.

Sincerely,

*********************
Initial Complaint
Date:01/29/2023
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 video on prime video for my autistic child and can't watch it they won't fix the problem or refund me the money this problem has been on going for a couple of months now and I keep getting the run around I've been a trusted prime member for years now I think this problem needs to be looked into ASAP
Business Response
Date: 02/05/2023
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 of the issue you have shared with us regarding your Prime Video order.

I hope this email finds you well, and I thank you for your time and patience while we looked into this matter for you.

I have reviewed your account and refunded you for the digital order of "Finding Nemo (Bonus Content)" as a One Time Exception.

Here are the details:

- 1 charge of $21.55 refunded on Febuary 2, 2023 for Finding Nemo (Bonus Content).

- Total refunded: $21.55

You will see these refunds reflect on your account within 3-5 business days of the date they where issued.

Thank you again for your time, patience, and for choosing Amazon.

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:01/29/2023
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 have explained this a million times to customer service. I bought a treadmill. It broke on arrival. I informed Amazon to post the holidays that the product was not working. When I called informed Amazon, they told me this was a third-party complaint. So I had to work with the seller, which I did, the seller informed me that:1. I could take 120 dollars to fix the treadmill. I refused. I am in a small town, and that is not a possible solution. Also, it sounded time-consuming. 2. I could take 250, and do the same. Again, same issues - plus, why would I choose to keep a broken treadmill AND have to transport it around town in my tiny car for a solution? So I called Amazon back. This time I was told I could return the package. I asked for a shipping label - they said I have to package the item myself and ship it. I told them okay and went looking for a shipping box. After 4 stores, and multiple searches, we found out that this treadmill needs a custom box. So we got a box - the box broke. This is when I became extremely furious. I called Amazon back eight times - each time, I was told to work with the seller, who refused to refund till I shipped the item back - WHICH I was more than happy to do. But I needed a box - I offered to pay for a box the seller told me they wouldn't send me a box.Finally, Amazon told me I didn't have to call anymore - they got it - and told me to file an A-Z claim. Because they understood my challenge. My refund would be processed and I would not have to ship the item. I said okay but I don't want it so they asked me to throw or donate it. Upon filing the claim - AND A-Z, too, told me to SHIP the item back. I again asked for a box, and NO BOX was sent still. I am so frustrated. I just need my money back. This has been the worst experience with Amazon.
Business Response
Date: 02/08/2023
Hello,

We have reviewed the issue filed for the Order and noticed that the received item was defective.

Seller of this order has shared a return label for the item . For a return to be successful, the item should be packed in the original packing box and shipped to the return address provided by the Seller. In this case, we noticed that the item was not shipped back to the Seller as the original packaging was missing.

We have made a one time exception to our policy and have granted you a full refund for this order. Going forward, we request Buyer to adhere to the return shipping guidelines in order to be eligible for a refund on an A to Z Guarantee Claim.

In summary, we have issued a full refund to the Buyer in the original payment method on 2/5/2023.

Sincerely,

Customer Answer
Date: 02/08/2023

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:01/29/2023
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.
Hello BBB,Amazon has deactivated for violating the seller code of conduct policy. Which we have not. But no one at Amazon helps. Seller support has no information why exactly it happened and keep asking us to accept the fault. When we submit an appeal Amazon sends us copy pasted responses. It seems like Amazon deliberately hiding from providing the exact reason because we did nothing wrong. When we follow all Amazon guidelines. We pay more to use their own services.Please have Amazon provide us the exact evidence of what resulted in the code of conduct violation. Otherwise reactivate our account if it was an error. Amazon Store ID: *************,
Business Response
Date: 01/31/2023
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 31-Jan-2023.

Sincerely,
Amazon.com - Seller Performance Team
Customer Answer
Date: 02/01/2023

Complaint: 18887153

I am rejecting this response because:
Amazon has sent a generic email. I have attached their message from 01/31/23 below. This is our issue from the start, Amazon keeps asking to 'provide more information'. Without telling the exact issue. Its been almost a year we have been trying to figure out the reason because our business was running smoothly. Amazon decided to shut down our account and never provided any reasoning.
Amazon is acting like a mafia. Never tells why they shut down your business and says go figure out yourself.
Later they state, we do not share our investigation details for privacy reasons. What is this! Amazon is calling us fraud but would not tell us how can they claim such a big thing. We have to date not received any complaint from buyers about our product quality or its authenticity. So how can they claim we are a fraud.
I demand Amazon to provide us following details:
- Amazon has put criminal allegations against us, please ask them to provide detailed information on what fraud was committed
- how much was the fraud committed for
- who was the fraud committed against
I request BBB to intervene and get that information out of Amazon. I am 28 years old and put all my savings into this business. Amazon all of a sudden shut us down and took away all my hard earned money. To date, Amazon has neither reactivated my account nor released my funds held back for more than 08 months.

Sincerely,

********
Business Response
Date: 02/10/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon Seller Performance
Business Response
Date: 02/14/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com Seller Performance
Initial Complaint
Date:01/29/2023
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 amazon orders were canceled without any refund and my account was blocked. Even though I provided my passport, they still locked my account and did not return my money.
Business Response
Date: 02/11/2023
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.

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