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

59,704 total complaints in the last 3 years.
21,543 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:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have repeatedly contacted amazon and filed these with no appropiate action taken. This is my final attemot before seeking legal assistance. Amazon claims to have refunded several order in the last year. However the banks have suggested there was no refunds done . Those orders are ****, ****, ****, ****, ****, ****, ****, ****, 7054,9820. Additionally there was a return nade in February 2022 that i was told to file incident reports and they woukd be refunded. Upon completing them the response i recieved was that its veen past 30 days for return which not only does not apply to the situation as they were returned andbibprovoded evidence . It also seems to violate the usaap laws surronding company promises . I would very much like to stop having to cobtact you and get my money back as i should have already done . Instead i get told to cll my bank and my bank says to call you however ur not providing anyrhibg to me to prove anything and i woukd even be fine with recieving this partially in amazon credits for any bank accoubts since closed to make this easier . Thanks
Business Response
Date: 03/27/2023
Hello,

We have denied the customers request for a refund. Customer has raised multiple chargeback disputes on their orders and they have been closed in amazon's favor by their card issuer.
If customer seeks refund, we request them to re-raise chargeback disputes.

Sincerely,

******
Amazon.com
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon Order #Order# ***-6892320-9860227 Placed on 9/24/21 $43.10 -Returned on 10/20/21, received by Amazon on 10/29 -Refunded on 10/20/21 $43.10 -Charged on 12/24/21 $21.55 claiming amazon did not receive it On 10/19/21 I received an email with 1 shipping label for both items to be returned with. Both items were sent back with the one tracking number provided by Amazon. They are claiming only one was returned and is refusing to refund the second charge for the item they infact did receive as a return in the same package as the 1st return. Maybe they should have issued 2 different return tracking numbers, but that is not my fault. I was sent one label for 2 items and they need to refund the second charge on my card. I did contact them on 12/24 and fill out a special form which stated I would receive a response within 6 hours and it is now 1/24 and I have heard nothing from them and customer service refuses to even transfer me to a supervisor to discuss the matter.
Business Response
Date: 02/05/2023
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the inconvenience caused with your order :-111-5114575-4469032 regarding the charge for the item you returned.

Upon investigation, we only received one instead of two. That is the reason you were charged for the item.

As the item not returned the refund can't be issued on this order.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order was placed on Amazon app on Dec 3, 2022, for $123.91 for an American Grill Truly Me Doll #**. A return was dropped off at the *** store on Dec 28th. Refund was sent on Dec 28th, then retracted. I received an email on Jan 4th, 2023 explaining that they received an incorrect item instead of the original item. I am not sure how this is possible because the original item was sent. I was not provided pictures showing me which item was received - only that they didn't receive the correct item. I returned the right item, the exact one I received. Currently, I am not in possession of any item. At the very least, I would like to be shown was returned because that is what i received. I sent a message back immediately saying that I returned the correct item, appealed the decision on January 24th and received the same response. I am not in any possession of any goods and I don't have a refund. I am consistent customer of ********************** and have never received any communication like this prior and have followed all return policies. I would like my return refunded.Order #***-2054733-0373862
Business Response
Date: 01/27/2023
Hello ****,

I'm from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

I've checked and see that we've received American Girl Truly Me DN42 Doll & Book - Dark ***** **** & ***** Eyes - ***************************************** Doll #** with ***** Eyes, Wavy Caramel ****, Light Skin with Warm Olive ********************* are unable to issue refund unless until the correct item is returned. I would request you to please see if you have mistakenly returned the item as I can understand sometimes you might have more than one.

I appreciate your co-operation and understanding in this matter.

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: 02/02/2023
As previously reported, the item that was received was returned. If it was the wrong item, then I was sent the wrong item. I didnt take it out of the original box when it was provided to the *** store for return. I would like to see the item that was returned - I am no longer in possession of the item but have yet to receive verification of what was received. The doll that was sent was sent back, was unopened. I continue to request that I receive a refund.

Complaint: 18893367

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Firstly i had a refund from amazon that was spose to go to my gift card balance , i have emails saying it was processed and to allow 48 hours to recieve it . I believe the total is ***** give or take . That never happened . Secondly i made a order ending in ****. I placed instructions stating to deliver to a parcel box (which never happens and is never done) because this issue happens far to many times then not. If you review the photos taken by amazon showing the delivered packages you will see that they do not match my actual pictures ive attached showing my address. Amazon customer service continues to lie to me stateing there info shows correctly which is impossible by lookibg at the photos and also because my address is not listed on your system. Only 64 slate ln is listed not apt b . Amazon has acted very unprofessional in this matter and even refuses to provide me with info to write a letter or as to where i can send the photos showing this . Commen sense has seemed to be thrown out the window witjin all custoner service and its really impossible to have a converstaion between oeople ridely ending chats and then refusing to get managers . I also called on the 14th of January and was told to wait 48 hrs and if they didnt show up they would be refunded and now everyone refuses to acknowkedge it . This has been very eyeopening on the type of business amazon is and i would like to be restored in the confirt that amazon fixes its mistakes . (The photos attached show when amazon delivers correctly , which they did not for this specific order split in multiple deliveres, so multiple deliveres are in 2 different places none matching my address and somehow you say they are right , u can check the order for the photos that are not in these locations)
Business Response
Date: 01/27/2023
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the inconvenience caused with your order:- 113-1304160-4179417 regarding the refund for the order.

Upon working on the order, to resolve the issue I've processed the refund of $2.21 back to your original payment method and the remaining $37 back to you gift card balance.

The refund of $37 to gift card is already added to your account and ready to use & the refund of $2.21 will be reflected on your bank/card statement within 3-5 business days.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:01/24/2023
Type:Order 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 husband and I have an Amazon account together. ******************* It is linked to our prime music, our Alexas, our ring cameras for our home, basically everything. The account is in both of our names. 4 times our account has been put on hold requesting that we send in all types of credit card bills and verifications when we use my husbands credit card. Its is a card in his name. The Amazon account is in his name and mine. This is a complete inconvenience and shuts down everything at our house. The card can be used sometimes no problem other times it shuts my account down for days until we send in a bunch of documents and its always reinstated. As it is our card and our account. When I call Amazon they never help they never care. We will no longer be using Amazon because if this. I do not understand such bad business
Business Response
Date: 02/02/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-01-31 confirming account reinstatement.
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contact Amazon. I stated to them that the item said it was delivered and when I got home it wasnt there. They said they would process a refund. I received an email they wont refund me my money for an item I did not receive. All I want is my money back for something I didnt received.
Business Response
Date: 03/08/2023
Hello,

I am ******* and I am a member of the Amazon ***********************. I'm writing in response to a complaint filed on behalf of the customer by the *******************************************.

We are unable to ***** the customers request for a refund as it has already been charged back through the payment issuer before the refund could be processed. The customer will need to work with the payment issuer to ensure the refund is provided through the dispute.

Sincerely,

---

*******

Amazon.com | ***********************
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AMAZON IS A BUNCH OF THIEVES. ONCE AGAIN THEY CLAIM MY PACKAGE WAS DELIVERD TO THE MAILROOM (EXACTLY WHERE THE INSTRUCTIONS SAY NOT TO LEAVE IT) I WENT DOWN TO THE MAILROOM WITHING 5 MINTUTES AND NO PACKAGE. I WANT TO KNOW WHAT IS HAPPENING TO MY PACKAGES THAT I PAY FOR AND DOES NOT GET DELIVERED???? ARE YOUR DRIVERS STEALING IT/?? I CAN'T USE YOU ANYMORE. YOU ARE NEGLIGENT WITH MY MONEY AND EVERYTIME I DON'T GET A PACKAGE AND I HAVE TO CALL I GET AN EMAIL ASKING WHY I AM MAKING SO MANY RETURNS. IT'S BECAUSE YOUR INCOMPETENT DRIVERS ARE INCOMPETIENT. EVERYONE ELSE SEEMS TO BE ABLE TO FIGURE IT OUT. NO ISSUES WITH **************** JUST AMAZON. WHAT ARE YOU DOING WITH MY . iPACKAGES??????!!!!!!! I DID NOT RECIEVE MY FARASALA WATERPROOF TRUNK ORGANIZER.. I WANT THE PRODUCT OR A REFUND. ORDERING FROM AMAZON AGAIN. I WANT A REFUND FOR MY PRIME MEMBERSHIP. I WAS TOLD BY CUSTOMER SERVICE TO CALL THE POLICE AND FILE THE CLAIM WITH THEM. ARE YOU KIDDING ME. ?? FILE A COMPLAINT ON THE DRIVER FOR STEALING MY PACKAGES/
Business Response
Date: 02/05/2023
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the inconvenience caused with your order:-111-2641316-4061852 regarding the item missing.

Based on the results of our investigation, we aren't able to provide a 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."

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

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for two items, one of which was a tshirt. By ordering over $25 in items, I received free shipping. The tshirt showed as delivered, but I did not receive it. I contacted Amazon.com. Amazon.com only would offer me a refund, rather than fulfilling the order. This is contrary to ***** law. Amazon.com customer service employees are not trained in the Uniform Commercial Code, nor is Amazon.com willing to comply with the Uniform Commercial Code. Amazon.com was only willing to offer a partial refund and direct me to order the tshirt again. Amazon.com was unwilling to provide "free shipping" on a reordered tshirt. Thus, I tried to invoke the terms of our original contract and requested Amazon.com honor the original order. They refused, and customer service disconnected from me when I told them I would not accept a partial refund.
Business Response
Date: 01/27/2023
Hello,

I am Mahendra from Amazon.com.

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the inconvenience caused with your order:-111-4127856-6807424 , as you didn't received the item.

As the item sold by the seller, there is no replacement available for this item as we don't have any control over seller inventory. The option is to reorder the get the item.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i bought $400 worth of Big lots Gift cards by mistake and they won't issue a refund on the gift cards the orders numbers are 112-0862313-8634605 112-1779729-6740268 112-7262095-5574611 112-0902437-5047431 they were purchased on November 19 2021 I'm seeking my money back on gift card balance
Business Response
Date: 01/27/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint, I see that you are referring to the brand gift card purchased in the year 2021.

I've gone through all the 4 orders, in this case as all 4 gift cards are branded we don't have any option to take action related to refund.

The option in this case is to contact the brand and check for the available options.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:01/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an X-Box and returned it due to personal reasons. Rather than issuing the refund to the original method of payment, Amazon issued the refund onto a gift card. The total amount of the refund issued to the gift card is $330.23. I started calling on 11/16/2022 to have the refund issued to the credit card and have the gift card zeroed out. I was told it would take 48 hours. I called back on 11/19/2022 when this was not completed. I was told it would take 72 hours and this would be handled by the 'Gift **************************** I continued to call each time a deadline came and went. Also, each time I called, I spoke to supervisors. I was told there were no managers. My last call in 2022 was on 12/5/2022. I spoke with a supervisor named ********* who advised there was a charge back issued from our credit card company. This is due to ME filing a dispute with the credit card company directly after Amazon failed to complete the refund as requested. ********* advised the gift card balance would be removed. As of 1/24/2023 I still have a gift card balance of $330.23. THIS IS NOT MY MONEY AND I WANT IT OFF!!! This is fraud. I will NOT use this gift card. No one at Amazon seems to understand how to do this and no one has ever contacted my like they claim they will from this mysterious 'Gift ****************************
Business Response
Date: 03/11/2023
Hello *******,

I am Raman 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 see the concern you have shared with reference the refund on your Order ID: ******************* and have looked into the matter. We will not be able to offer any billing adjustments or refunds at this time.

The gift card balance has been partially used and the charge dispute still remains. As of the time of writing of this email, out of the $330.23 original refund, only $55.36 is left over. Once a gift card balance is used, even partially, it cannot be resubmitted.

In this case, as the gift card funds have been used up to a substantial extent, I would suggest you close the dispute and use the gift card balance remainder for further orders. You can apply the funds you would have otherwise paid from your cards to cover for the funds you requested on your credit card.

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

Regards,
Raman R.
Amazon.com ****************

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