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

59,742 total complaints in the last 3 years.
21,484 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:01/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For Order ID: *******************, we used the amazon shipping service and **** lost the package. per amazon policy, amazon would cover this lost. please appeal this case in our favor.
Business Response
Date: 01/28/2023
Hello,

I'm Harasankar 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 complaint and checked the order #***-4871781-7055466. Upon checking I see that the order was placed with amazon.com.mx which a partner site from ******.

Our partner sites work independently so much so that you may find different products and prices on each of them. Therefore, you need to contact our partner website Amazon.

You can contact them directly through the following link:

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

Thanks for your understanding. We hope to see you soon.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Initial Complaint
Date:01/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For order 701-9423879-7236233, we responded to buyer and requested him to open return request in amazon order. however amazon opened the az claim and issued refund to buyer without allowing us to respond to the case. that is violation of amazon policy and also we never receive the item back. please appeal this case in our favor.
Business Response
Date: 01/28/2023
Hello,

Thank you for taking the time to provide us with additional information regarding the claim on order 701-9423879-7236233. Upon further review, we have decided to uphold our original decision since seller did not respond to the buyers return request before the claim was filed.

To help sellers avoid potential or unnecessary A-to-Z Guarantee claims, we make sure buyers contacts seller first and wait 48 hours before they are eligible to file a claim. Sellers are required to address the Return Request raised by buyers from the ******************** within 48 hours.

Customer Answer
Date: 01/28/2023

Complaint: 18898617

I am rejecting this response because:we did accept return . Buyer never sent it back

Sincerely,

Zhe Xing
Initial Complaint
Date:01/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For order 114-1671592-1589055, we never received the item back. amazon opened the az claim without giving us a chance to respond and amazon never asked buyer to send it back to us. Please appeal this case in our favor.
Business Response
Date: 02/07/2023
Hi,

Seller has already been credited for the seller proceeds amount USD ***** on 1/29/2023 for the order 114-1671592-1589055 and the *** is also updated to reflect this change.

Sincerely,
Initial Complaint
Date:01/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For order 112-0506383-1291444, we never received the item back from the buyer. Per amazon policy, the buyer needs to send it back to us for refund. also amazon never gave us the chance to respond to ** claim case. It directly refunded buyer without asking buyer to send back the item.
Business Response
Date: 01/28/2023
Hello,

We have reviewed the issue filed for the Order ID and noticed that the Seller was held repsonsible for the Claim amount.

Seller was asked to provide a return address to the Buyer. Since the requested information was not provided by the Seller within time frame, they were debited with the Claim amount.

We are unable to reverse the decision made on the Claim.

Sincerely,
Customer Answer
Date: 01/28/2023

Complaint: 18898557

I am rejecting this response because:we accept the return request

Sincerely,

Zhe Xing
Initial Complaint
Date:01/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon entices you to be members of Prime and uses video and music as part of their enticement. Originally there was no restrictions with their music other than access to more music. You could create your own playlists and also play any choice within the category Amazon provided for basic members. Recently they changed the rules not allowing you any choice, they provide the playlist incorporating what they determine is similar music mixed with the playlist you created. Now I am finding they are just repeating much of the same music list and even have the audacity to play the same song more than once at a time. In addition you are allowed to fast forward 3 times. My complaint is they are using coercive and subliminal means to force you to join Amazon Unlimited for an additional fee over and above the yearly fee we pay now. The last I checked Amazon made over a $500 billion profit for 2022 a 9% plus increase over the year before. Making a profit is more than acceptable to me but this is greed and I believe is illegal or at least against the rules. I would appreciate you looking in to this matter.
Business Response
Date: 01/30/2023
****************,

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.

I'm sorry for the trouble caused with our Amazon Music services. Thank you for letting us know the issue so that we can try our best to help you resolve the issue.

To help you with this, I've looped in the concerned team so that they can look into this. As soon as our team revert, I will write back to you with complete details.

However, you may also refer our Amazon Music help pages to get answers for most of the questions that you may have. Below is the link:

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

I request your patience and co-operation while we review the details.

I hope this helps! Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

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

Complaint: 18898453

I am rejecting this response because: They indicated in the note to have patience well it is 7 days later and
no additional response. It would suggest to me they are hoping I just go
away because their service music service still ***** to put it mildly.
For example I wanted to listen to the Quartette a folk music group from
*******. Amazon music plays a few songs and then mixes in their
supposedly similar folk music.Well K-pop or rap is not any means close
to folk. So as you can see they are trying to as mentioned sublimely and
downright coercively trying to make me buy their upgrade music package.
I think that is unfair treatment of us customers. I look forward to
your response.

Sincerely,

*******************
They indicated in the note to have patience well it is 7 days later and no additional response. It would suggest to me they are hoping I just go away because their service music service still ***** to put it mildly. For example I wanted to listen to the Quartette a folk music group from *******. Amazon music plays a few songs and then mixes in their supposedly similar folk music.Well K-pop or rap is not any means close to folk. So as you can see they are trying to as mentioned sublimely and downright coercively trying to make me buy their upgrade music package. I think that is unfair treatment of us customers. I look forward to your response.
Initial Complaint
Date:01/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 01/19/23 I placed an order through Amazon for nearly $600 for school supplies. I ordered a stethoscope, books, and other items I needed for school. On 01/22/23 I received a delivery containing a box with two items, an envelope with one item and another envelope that was not only empty, but it had never been sealed. I immediately called amazon and a refund was offered, but I wanted to make sure that It wasn't an error and the item was on it's way before I got money back for it. So I was told by a supervisor to wait until 01/24/23 at 5pm MST to call back if I had not gotten the book and they would issue the refund so I could reorder the book I did not receive. I have called. I have asked for a refund or reorder for this item. I have been refused. I have been told that they will not do anything to help me because once an item leaves their facility, it is MY responsibility, not theirs, so there will be no refund after further investigation. The investigation includes placing me on hold for about 2-3 min. I am furious with the fact that a company such as Amazon would steal money from me - a woman who has financial insecurity and is going back to school to try to give her family and herself a better life. I am without a book and they won't replace it, so I am also out of that $57.98. I have reviewed their return policy as stated on their site and found nothing allowing them to refuse this refund. I have also looked at the page I ordered from and nothing there states that this item cannot be refunded. This was a Prime order and It did not come in one or two days.
Business Response
Date: 01/28/2023
Hello,

I'm Harasankar 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 complaint. A careful review of your account reflects that the correct information has already been provided.

Were sorry to hear that you havent received your item(s) from order #***-7641104-7187469.

Based on the results of our investigation, we aren't able to provide a Replacement / Refund for this order at this time.

Based on the information provided by the carrier, we're able to confirm that your item was delivered with the same package weight and dimensions mentioned on our website.
At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier."

See ********************************************************************************************* more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Initial Complaint
Date:01/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Account placed on hold due to unpaid transactions.1-Amazon does not ship products until funds have been received.2-Calls to Amazon requesting the specific transactions unpaid have resulted in Amazon referring me to TRS 3-Amazon appears unable to provide the ************** regarding what they see as unpaid which would force my account to TRS 4- calls to TRS (with Amazon on the line) resulted in no one available during posted business hours
Business Response
Date: 02/06/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2/6/2023 confirming account reinstatement.

Sincerely,

Amazon.com
Initial Complaint
Date:01/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is regarding order number 112-8096239-8204206 from Amazon. The items affected are Goldbond Ultimate Restoring Skin Therapy lotion, JETech Screen Protectors, and The Art of Perspective.I ordered several items from Amazon on January 17 and while some of them arrived, some were delivered to the wrong house. Specifically, the items I ordered from second-party sellers arrived to my house and the ones sold and shipped by Amazon didn't arrive. This has been a problem for several months now, and it started around the time Amazon started using their own delivery drivers in my area. On several occasions, they've delivered my items to the same incorrect house and up until now, they've always accepted that their drivers made a mistake and given me my money back. This time they informed me that I would not be getting a refund and insisted that they delivered my package to the right address when they absolutely did not. I don't know what GPS system they have their drivers using, but obviously it's faulty. I was told this by two separate customer service representatives and even though the second one assured me at first that this is unacceptable, they checked their records and decided that they know better where my own house is than I do. They disconnected quickly from chat after they told me this, so I didn't have an opportunity to refute their claim or give any other information that could have proved that I was making a legitimate claim. I have pictures of the house from Amazon's delivery drivers and from another company that made the same mistake (but who made it right without a fuss). The whole thing seems extremely shady. Surely a company as large as Amazon can afford to fix its drivers' mistakes. If they cannot, and if they continue to treat customers the way I've been treated, I don't see them being around in ten years. I'm attaching pictures of my house (brick) and the one my items were mistakenly delivered to (white) for reference.
Business Response
Date: 01/28/2023
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 complaint. Were sorry to hear that you havent received your item(s) from order #***-2886784-1349062.

Based on the results of our investigation, we aren't able to provide a replacement or refund for this order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states:
"All items purchased from Amazon.com are made pursuant to a shipment contract.This means that the risk of loss and title for such items pass to you upon our delivery to the carrier."

See ********************************************************************************************* more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.

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

Regards,

Harasankar.M
Amazon.com
***********************************
Customer Answer
Date: 02/08/2023

Complaint: 18891785

I am rejecting this response because:
I do not accept Amazons settlement. This evidently new policy is not something Amazon made me as a customer aware of before this transaction.If I had known about the new policy, I would have taken my business elsewhere and thats why I suspect they wanted to keep this change quiet. Whats the point of ordering from Amazon if theres a better than even chance you wont even get what you pay for? I have provided plenty of proof that the house theyre delivering to is not mine. I dont know the people who own that house as they obviously dont even live on the same road as I do. And no, I will not be utilizing an Amazon locker. I paid Amazon with the understanding that these items would be delivered to my house, so I dont think its unreasonable to expect that. Im already looking at alternatives to Amazon for my online shopping and so are the friends and family members who *** told about this situation. If I dont get my money back on this transaction, Im not taking the risk of ordering from Amazon again. Its just like flushing money down the toilet at this point.

Sincerely,

*************************
Initial Complaint
Date:01/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I brought an item at $625 from Amazon on 12/09/2022.Order# ***-8101049-7647447 on Amazon account ******************** I started a return process on 12/28/2022 because the wrong product was sent to me. I brought the parcel to the *** store, and when I was trying to get the barcode, I just found my account has been closed and I can no longer complete the return. Moreover, I could no longer use the service on Amazon and have lost my Premier Member which I have already paid for 6 months. I send more than 100 emails to Amazon and contacted customer service more than 20 times, which wastes loads of time, but this matter has been never sorted. My account is still closed, and I could never get a refund for $625. Amazon is never trying to solve this issue and complete my return process and get me refunded.
Business Response
Date: 02/25/2023
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 2/11/2023.

Sincerely,
Amazon.com
Initial Complaint
Date:01/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 07, 2022 I order from Amazon an ****** 2022 Newest laptop order # ***-3641756-2325016 that was defective and not as described. On January 17, 2023 I contacted Amazon the return process, Amazon sent me a return label to send the item back, ON 01/21/2023 I contacted Amazon because *** advised me that the return label did not work and that I had to pay out of pocket to send the item back which I did. I contacted Amazon and the leadership team cancelled my return order with out my permission, and is refusing to refund me my money back. The item was sent via *** and Amazon received the item in their returns warehouse. *** tracking # 1Z9RW7240302087566. I have contacted Amazon 16 times about the issues and I was told that a refund will be issued in 3-5 business days. But as of today Amazon leadership is refusing to refund me my money. Amazon is in possession of the defective fake laptop that was not as described in the sales ad.
Business Response
Date: 01/27/2023
Hello *********,

I am Srujan 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 understand that you have returned the item from the order #***-3641756-2325016 but haven't received the refund yet. I'm sorry for any inconvenience caused with this

Once the carrier has received your return package, it can take up to two weeks for it to arrive and process at our returns center. As soon as it's processed, we'll request a refund to your payment method and send you an email confirmation.

If you don't hear from our ************** by February 7, 2023 please write back so we can find out what happened with your return.

We hope to see you again soon. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

****** K
Amazon.com
***********************************
Customer Answer
Date: 01/27/2023

Complaint: 18897538

I am rejecting this response because: I wad told on a recorded phone line but various customer service reps that I will receive my refund in 3-5 business days. Amazon is already of possesion of the item and It is not my fault that Amazon cancelled my order. I want my money back. Amazon has done nothing but lie and every time I called Amazon they hang up the phone on me. Amazon needs to stop ripping off it customers and lying to them. I want my refund and I am not waiting 14 days for it. Amazon is chaning it rules. I will be filing a complaint with the ************************ and will be sending them my phone call recordings and copies of emails from Amazon

Sincerely,

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

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