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

59,767 total complaints in the last 3 years.
21,444 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:01/26/2023
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 purchase an item from amazon and I returned it because the item didnt work.I have been waiting for a refund for 3 month and they still havent refunded **** opened a dispute with my bank and they said to close it because they would refund me but they lied.
Business Response
Date: 03/27/2023
Hello,

We have denied the customers request for a refund. Customer raised a chargeback dispute and the dispute is closed in customer's favor by their card issuer. Kindly request customer to reach out to their card issuer for more information with regards to this reimbursement.

Sincerely

******
Amazon.com
Initial Complaint
Date:01/26/2023
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.
Letter I want to send to H33313133383*37303136H I am writing to inquire why my account was closed without the possibility of having my account reopened. I might know why and ask that you look at the facts and possibly provide me with the details of your inquiry. If it had to do with gift cards there is an explanation that should clear all of this up and you will see there is no misuse or illegal activity with the gift cards.I am the treasurer of my church and an officer of that church as well. In my roll there I am responsible for all financial transactions. Unfortunately, we had to release one of our employees for potential misuse of funds as well as other spiritual issues that went against our bylaws. I only represent the financial issues. There were multiple purchases on the church credit card with no receipts from said employee for H3*373438373334303131H but they were listed in his explanation as giftcards for various staff members. Upon his termination we found 35 gift cards all wrapped up on a shelf and decided with the pastor that I would scan all the gift cards onto my H36363730353*373839H account and give the value of those cards to the church to be added back into the youth budget. I gave a check for $500 to the church to reimburse the cards that I put on my account.Some of the gift cards had been already loaded onto another account but the cards were wrapped like they were new. That is why there were multiple attempts to load cards that were no longer valid. There was never any fraud or attempted dishonesty on my part.I would ask that you investigate my account one more time to see that I am good customer without a history of doing anything like this previously. It is usually 1 or max * cards added after a birthday or holiday when we are given gift cards. This will also never happen again on my account as this misuse of funds has been addressed and new protocols have been put in place. I look forward to your decision and that day when I can have access to my account again.
Business Response
Date: 02/02/2023
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.

We notified the customer of this decision by email on 2023-01-26.

Sincerely,
Amazon.com
Initial Complaint
Date:01/26/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a ******** Norelco 18 piece hair and body trimmer from Amazon. It arrived today 1/26/23. The package was already opened and someone else's hair was all over the trimmer, the pieces and the box itself. The seller said nothing about it being used or a refurbished item.
Business Response
Date: 01/29/2023
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: 01/29/2023

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:01/26/2023
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 name is ***************************. I mailed a package to Amazon on 12/29/22. I have the tracking number: DT8gPHJvRRMA. This was sent from the *** store in ***** ***** at 6:25pm.The item that I mailed was the incorrect item (not from Amazon). I called the next morning once I realized I mailed the wrong item. I have called multiple times a week since then. I have received absolutely no help. The customer ******************** reps just say that cant do anything about even though they confirmed that they had received it.The item was an $155 pair of Ariat work boots. They were in an Ariat box.I dont understand why this has been unresolved. I am a faithful customer who spends a lot of money on **********************, but I am now hesitant to order anything in the future.Can someone please assist me??Thank you,*******
Business Response
Date: 02/16/2023
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 understand you returned an incorrect item which belongs to a different brand.

Upon checking your order #***-7492833-7844211, I found that a full refund of $55.20 was issued on December 29, 2022.

We've escalated this issue to the returns fulfillment center team and requested them to try finding the package. Once we find the package, we will be able to reship it back to your address. Please note this is long and complicated process for us and reship is not guaranteed. We shall still try our best to fulfill it.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 02/17/2023

Complaint: 18904860

I am rejecting this response because:
Amazon has been saying they will TRY to locate the item for almost two months. I called and notified them of the mistake the day after the item was shipped. There should not be an issue is tracking this item. We contacted Amazon weekly about this issue and we were told that the item was probably stolen by employees!
yes, we received a refund for the original item for $55.20 which we sent back and EXCHANGED for the correct size.
I would like more than we will TRY. I will pay for shipping if that is a problem for them. If they cannot manage to find the item due to loss or theft (because it was in their possession, confirmed by an employee early on) then I would like a credit of its value. I attached a receipt in my complaint.

Sincerely,

***************************
Initial Complaint
Date:01/26/2023
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 daughter ordered airpods unauthorized on my account. We received them dec 27 I sent them back Dec 28 they received then Jan 4. I was told I need to wait 14 days then I was told 30 days before I can receive my refund. Not happy about this because I need my $214. On Jan 20th I received an email from Amazon saying they will not be refunding me my money because the airpods I sent in was the wrong airpods. I responded back and told them they were not and refund me my money. They responded telling me they will not refund my money I asked for the airpods back since they said they were the wrong airpods. Then send them back and they told me they had threw them away they will not be returning my airpods or my money. Amazon has the airpods and my money and I am out of both. Either refund me my money back or send back the airpods. I know I sent in the correct airpods. I bought her some for Christmas along with the airpad the watch and the pen so I would have no reason to keep them I told them I would gladly provide the receipts.. she ordered these airpods not knowing I had bought her some for Christmas this is a child money. Amazon has stole her money and her airpods. She is a minor refund the money or return the so called wrong airpods. I have asked Amazon this several times and all I get back is a pre-written response. I need my money back or the so called airpods
Business Response
Date: 01/29/2023
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: 01/29/2023

Complaint: 18904204

I am rejecting this response because: the order number was included in the email I included as evidence

#***-8064866-8349063.

I am really starting to believe that Amazon wants me to get an attorney and flile a lawsuit over this $2xx.xx
Amazon has both the airpods and also the money. I have nothing. No airpods or money..

semd back the airpods or my money.
i also asked someone from amazon to contact **** have never received a phone call. All Iof this information will be great for a judge.

pleaee return the airpods or the money for the airpods.

thank you

##***-8064866-8349063.
Sincerely,

***********************
Business Response
Date: 02/09/2023
Hello,

We are sorry that you feel the need to contact Lawyer in relation to ***-8064866-8349063. We will not be able to comment further on this issue.

I have fully re-investigated the issue with return on order #***-8064866-8349063.

As we informed you earlier, your return for the order [***-8064866-8349063] contained Apple AirPods Pro, used condition, instead of Apple AirPods Pro (2nd Generation) Wireless Earbuds instead of the original [ Apple AirPods Pro (2nd Generation) Wireless Earbuds, Up to 2X More Active Noise Cancelling, Adaptive Transparency, Personalized Spatial Audio, MagSafe ].

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.

To protect our employees and customers, we have disposed the incorrect item that we received as per our policy.

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 by Jan 28, 2023 if you would like a refund.

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

Once we receive notification of the issue from your Lawyer, we will respond to them directly.

We are sorry that we have not been able to resolve this matter to your satisfaction.

Sincerely,

Account Specialist
Amazon.com
www.amazon.com
Customer Answer
Date: 02/13/2023

Complaint: 18904204

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:01/26/2023
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.
Hello, I called Amazon with a simple question on how to return the item. The representatives on the phone can not verify the customer's account and keep the customer holding for 1 hr. If you call the supervisor, they don't transfer the call and fight the customer over the phone. I am just shocked that NOBODY is training Amazon reps on the simple rules below:1. Never fight the Customer (even if the customer is wrong) 2. The representative Must put the Supervisor on the phone if the customer is asking for the supervisor.3. The representative Must have IDs to identify who is not providing good customer service. Refund to be provided.
Business Response
Date: 01/29/2023
Hello,

Thank you for bringing this to our attention. It's disappointing to hear our customer service team wasn't able to resolve this concern for you. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.

It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.

I've forwarded your message along to the appropriate supervisory department for their consideration.

Thanks for choosing Amazon.

Regards,

Meraj
Amazon.com
*****************************
Customer Answer
Date: 01/29/2023

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:01/26/2023
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.
On October 15 2022 I ******************************* Purchased a sectional from Amazon.For ******. The sectional was delivered on 10/20/22 The order number is 112-7535354-9976225 the sectional was HonBay Convertible sectional with Chase Blue Velvet.I liked the color and the style.But I notice that every time I had family over my house to visit me , and they set on the sectional the sectional would move. The Sectional sits real low and its not sturdy.So I debated with my self and decided to request a refund.On 1/23/23 I had until 1/31/23 to refund the Sectional.Now Amazon does not want to honor.The refund.
Business Response
Date: 01/31/2023
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 negative experience that you've had with your order.

Upon checking our latest logs, I found that the third party seller of your order issued partial refund of $399.99 on January 29, 2023.

We recommend you to please contact the seller directly for any further assistance.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 01/31/2023

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:01/26/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid almost 400 through Amazon for an iphone 11. My daughter started having issues with her phone. i reported it to amazon, they said i have to go through the third party. they keep telling me theres nothing they can do. i go back to amazon and theyre solution is to send another msg tl the company. i went through the warranty company that i pd for they say i have to go through apple. i go through apple and they say theres nothing i can do. i go back to amazon a 3rd or 4th time they just send another msg to the 3rd party company. i follow up with amazon and all they do is keep saying i have to wait a few more days. this affects my daughters safety and now im out almost 400. i have a special needs daughter at home and cant afford to just throw away another 400
Business Response
Date: 01/29/2023
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: 01/29/2023
My amazon order id is *******************
Claim id ********

please find pic of damaged phone. ive been dealing with the issue for over a wk and pay for *************** for a phone that cant use. the phone went from black down the screen to no longer **** to turn on at all. ive have been passed around from amazon, the third party, to asurion whom i paid for warranty they wont honor to apple back to amazon just to tell me i have to wait even longer. i suffer from ptsd and this isnt helping me at all.

Sincerely,

*************************
Initial Complaint
Date:01/26/2023
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.
Greetings,I am writing so as to provide information on the listings ASIN: B08YNVFC9P and ASIN: B09CL18C4W and to notify that they are completely safe and have no complaints. The root cause:On December 29, 2022, I noticed that 2 violations with Product Safety Issues appeared in Account Health, which caused 2 of my listings removed: ASIN: B08YNVFC9P and ASIN: B09CL18C4W. I checked my email and Seller Performance that same day but found no new information. I have not received any email or notification that a customer complained about a product's safety issue. The Voice of Customers does not have any complaints on ASIN: B08YNVFC9P. There are a few complaints on ASIN: B09CL18C4W about items not working that have already been handled, and money has been refunded to customers. But in any case, they have nothing to do with safety problems. I called the Seller Performance Team and was told that they don't see any notifications either. But still there is a violation and it is unclear for what reason, because there were no complaints from customers.I am attaching screenshots of Seller Performance and Voice of Customers to this letter as proof that I have not received any complaints about the Product Safety Issue of the ASINs B08YNVFC9P and B09CL18C4W. I value my customers and my reputation, so I claim the product is absolutely safe. Since the product is quite simple, which is a dvd. It cannot cause any harm to a person.Therefore, I ask that the violations from my account, which occurred by mistake, be removed.Thank you in advance!
Business Response
Date: 02/15/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we have requested additional information from the customer.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,

Amazon.com
Initial Complaint
Date:01/26/2023
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.
Hello good afternoon.On November 20, I bought a retractable roof for the patio of my house on Amazon with the order number 114-6718731-5255416. The value with tax included ******. The quality of the material was so bad that when it was installed the extensor arms were damaged. I wrote to them asking for a return of the product and they told me to send it back to the customer. When I went to return it they told me that the shipping cost ******. I wrote to them that the shipping was very expensive and I asked them worried who would pay for that shipping, Amazon's response was to send it that the seller cores with all shipping costs the same. In the end they only refunded me the ****** of the product, they never refunded the money for the shipping every time I call them they give me excuses and in the end they never paid me the shipping costs. I was a prime member for many years but now I removed my membership because I feel like they are stealing my money. I hope that if you read this message they review my case better and give me my money back. I would still like to thank BBB for their excellent work. I will be aware of any documentation you need in addition to the one I am sending you in this document.
Business Response
Date: 01/29/2023
Hello,

We have reviewed the issue filed for the Order ID ******************* and noticed that the Buyer has requested a refund for the return shipping charges. We need more information before we can make a decision on *****'s claim.

Buyer is required to share the receipt for the additional costs incurred. Once the receipt has been sent, the amount will be refunded to the payment method used to place this order and we will send Buyer a confirmation.

Thank you.
Customer Answer
Date: 01/30/2023

Complaint: 18903328

I am rejecting this response because:

Sincerely,

*************************
Hello, good morning. Thank you for your prompt response to my situation. I tell you that I have already sent the shipping receipt to both Amazon and the seller and I have sent it more than two times. Here are the proofs that I sent it to Amazon since December 28. In conversations with Amazon, they did receive it, I don't know why now they ask for it again. What a lousy job theirs I think their most effective method is to tire people by repeating the same things over and over again. Thanks BBB for the help provided.
Business Response
Date: 02/11/2023
Hello,

This is to confirm that we have received your return shipping receipts. We are currently reciewing the information provided. We will notify the buyer about the outcome of our final review in 2-3 business days.

Regards,
**********
Business Response
Date: 02/27/2023
Hello,

We have reviewed the shipping receipt provided and processed a refund of $185.16 to the customer's original payment method. If the customer used a credit card, it may take several business days for the refund to be displayed on the credit card statement. The customer needs to check with the issuing bank to confirm that it has been credited to their account.

Thank you.
-Amazon
Customer Answer
Date: 02/27/2023

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,

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

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