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.
21,601 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: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 ordered an item from Amazon that arrived with missing pieces. They resent the item and delivered it to the wrong address. This is a regular practice of Amazon. I have left messages for the carriers to check building numbers and called numerous times requesting they check. I called for a refund and explained the pic they sent was someone elses apartment. Amazons customer service team said they wont refund my money and to try another delivery address. This is fraud. Charging me for items then delivering them to the wrong address and refusing a refund.
Business Response
Date: 01/26/2023
Hello,

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

I'm sorry that the package says delivered but did not arrive.

I've checked on it and I can see the issue was escalated to our team and they have investigated this matter. Based on the results of our investigation, we aren't able to provide a REPLACEMENT/REFUND for this order 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.

You may refer to the email sent on your registered email id on Tuesday, January 24, 2023 at 11:06 AM (PST) for more information. We are unable to share any further insight or investigation details. Thank you for your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
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.
My return 11-1433320-2029007 was sent back on-time and received at your facilities on Oct 18, 2022 **** tracking# 1ZR9Y3179081880503). I did my due-diligence so it is not my problem that your *************************** or internal processes couldn't figure out what to do. I was scammed out of $418.94. Saying that I didn't fill out the inquiry in 30 days. What 30 days? From the return? Let's do some math. The refund was requested by me on Oct 14, 2022. Assuming that is the date the Supervisor I spoke to was referring to, the ** Department should've sent an inquiry BEFORE Nov 13, 2022. Unless they meant from the date of purchase, which was Sep 14, 2022. I requested the return Oct 14th and the verbiage on the Amazon site was that the product had to be sent by Oct 16th, which it was. So I was still within my right to receive my refund. After I continuously reached out and kept getting all sorts of ridiculous excuses, calls disconnected, told to stop calling and not to worry because they were working on my refund, etc. I finally received this supposed inquiry to fill out on 11/23, which I responded to. Oh but it wasn't from the original email linked to the Amazon account. Right...yet I received a response that 1 of the questions wasn't filled out correctly, which I fixed and resent. So that proves that the Department did in fact receive the response, regardless of what it email was sent from, they still chose to continue to ignore the issue and I, the customer. The supervisor that I spoke to on 1/23/23 was suppose to send me these alleged emails where your ** Department sent me multiple emails asking me to fill out this inquiry pertaining to 11-1433320-2029007, and I'm still waiting. That's because they don't exist. Your lack of professionalism and treating customers like we're ignorant is beyond unacceptable and if anything, you used fraudulent tactics to scam consumers. I want the refund that's rightfully owed or the item returned back since it's paid for.
Business Response
Date: 02/01/2023
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 the order #***-1433320-2029007.

Upon checking I see that we have requested you to provide incident report regarding the order, however we didn't receive any valid incident report within 30 days from the initial request date.

Unfortunately we are unable to issue a refund without a valid incident report. Thank you for your patience and understanding.

We look forward to seeing you again 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:01/24/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 9, 2023 a package was refused and returned directly to an Amazon driver. I was told when I contacted Amazon on January 7, 2023 to refuse the package that I did not want or need because they couldnt intercept the delivery. Which I know is a lie. Instead of arguing with them I left a note on the door for the driver not to deliver the package. A young black man with a sleeve of tattoos, slim muscular build, messy Afro, with earrings in his ear payed the package at my doorstep despite the note of refusal on the door. When I heard something at my door i immediately ran out of my home, walked in front of the truck land handed the young man the package and told him specifically I DID NOT WANT IT. He proceeded to ask me what to do abs I told him that I refuse the package. Its been over 2 weeks and Amazon is claiming they havent received the package when I know for a fact I have it back to the young man directly in his hand. Im assuming hes stolen the package and his employer needs to get to the bottom of the situation instead of having the audacity to tell me the package was delivered when I do not have the package because it was refused. They are literally withholding my funds for something I absolutely do not have. Instead of them investigating this driver theyre assuming I have the package. I have went ahead and filed a police report and I will be going to the facility as soon as possible because this is absolutely unacceptable. I will not be charged for items I do not have in my possession and their driver had stolen. This company is very well known for stealing from their *************** sept to the drivers. Theyre not willing to do their job if investigating but just trying to keep someones money. But Im here letting them know if this has to become a litigation I will make it one. I suggest if there are cameras in the truck they look at them immediately because if I see this driver again it will be a problem and I will have him arrested.
Business Response
Date: 01/26/2023
Hello,

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

I understand your concern regarding the package you have refused for the delivery and not refunded. I'm sorry for the inconvenience caused.

As per the discussion we had in previous BBB Complaint#********, I've already escalated it to our team and received an update that the matter was investigated and based on the results, we found that the item was not received back at our return center but instead delivered to your provided address.

I've shared the feedback regarding the driver not checking on the note you have left at your door for refusing the package however as the item is not received at our return center, we are unable to refund this order. I appreciate your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 01/26/2023

Complaint: 18889871

I am rejecting this response because: as Ive stated over and over again to this company. Their driver stole my package and their not trying to do anything about it.

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.
Purchased and item from Amazon and after it was delivered they said they couldn't assemble the item like I paid for. Then they refused to refund or deal with the issue because they claim they do not bill you third party vendors selling thru Amazon do. Which is incorrect Amazon bills me and not a third party vendor which makes them the seller.
Business Response
Date: 01/26/2023
Hello,

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

I'm sorry for the inconvenience caused regarding the assembling of the order you have placed with us.

I've checked on it and I can see the service you have requested is currently not available in your area. This is the reason the assembly could not be completed by Amazon. I know this is inconvenient and I'm sorry again about that. I've shared the feedback with our team for the improvements.

Regarding the return, yes you have paid to Amazon however this order you have placed is sold and fulfilled by the 3rd party seller. They aren't able to provide a prepaid label or a pickup for returning this item. There is a return label created (postage required), I request you to please use any carrier of your choice with economical shipping to return this item to the address provided on the label.

Once the seller receives the item back at their facility, a refund will be issued on your account. I appreciate your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 01/26/2023

Complaint: 18889888

I am rejecting this response because: This is a failure by Amazon and false advertising, Amazon needs to pay for the shipping back to the vendor and refund my money. I shouldn't be paying for the failures of Amazon especially when they are still advertising the item can be purchased and assembled for my location.

Sincerely,

*******************
Initial Complaint
Date:01/24/2023
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 ordered a package from there shipping service I never received it I called the they said Im screwed pretty much they left a picture of where it suppose to be delivered its not even my porch or any of my neighbors they s**** up and the customer pays the cost for sad company and I have Amazon stock in my *************** to boot jeez
Business Response
Date: 02/03/2023
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, unfortunately I'm unable to determine the order number you are referring to.

Please share the order number with us so that we can review the issue and assist you further.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

We look forward to seeing you again soon.

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: 02/10/2023
The package was delivered to me by a neighbor a block up the street I have it now but they still **** close this complaint I never do business with Amazon again
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.
Date of transaction: December 27, 2022 Amount paid: $36.38 Commitment from business: Full refund without being required to return the item(s)Dispute: Manufacturer was unable to confirm if item(s) contain latex. The first Amazon associate I spoke to informed me that I would receive a full refund without sending the item(s) back. I then received an email stating otherwise. I contacted Amazon again to get clarification. They informed me I could ignore the email and the refund would be processed in 3-5 days. It has been over 3-5 days, and now I am being told by every associate that the item(s) need to be returned for a refund. I no longer have the items because I was already promised a refund and can't have potential latex in the house due to an allergy. Amazon continues to send me in loops with their email support and I receive nothing but the same canned, incomplete template ************************** 112-2194103-6422666/TBA304655308392
Business Response
Date: 01/26/2023
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 I understand your concern regarding #***-2194103-6422666.

We understand that you've already disposed of the item. At this time, we're unable to move forward with a replacement or refund for this order unless we receive the original item back.

If you'd like to return a qualifying item in the future, see the following steps.

To be eligible for a refund, we ask that you return the Cooling Bed Pillows for Sleeping 2 Pack Shredded Memory Foam Pillows ************** of 2 - Gel Pillow Firm yet Support Adjustable Bamboo Pillows for S you ordered within 30 days of the date you received it.

You can mail your package back using the return label provided in our ********************* (*************************************)

In most cases, after the carrier has received your return package, it takes about two weeks for us to receive and process your return. Please note that international returns take longer.

Once the return process is initiated, you can track your return here:

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

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:01/24/2023
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 ordered a package of the amount of $55.00 however my package was robbed never handed to me . I called multiple times and nothing was resolved I was told I cant even receive the package again or at-least my money back . To me this is robbery because I pay 16$ a month for a business that cant even help me with a situation like this .
Business Response
Date: 01/26/2023
Hello,

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

I understand your concern regarding the missing order. I'm sorry for the inconvenience caused.

I've tried locating the order details using the information you have provided however I could not find it. I request you to please help us with the order# along with the registered email id so that we can locate it and help you further.

Looking forward for the details.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date: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 ordered several books from Amazon. When they were delivered, one of the books (Math Curse) was clearly not new, although I purchased all new books. The corners and edges were damaged from use. And there were 2 Goodwill stickers on the back with a price of $1.99. I paid $10.49 plus tax, for a total of $11.15. This constitutes fraud on the part of Amazon. Given the fraudulent behavior on Amazon's part, I would like to be refunded for the book and compensated for the time I invested in ordering the book, dealing with receiving a used book, and now needing to obtain the book through another vendor.
Business Response
Date: 01/27/2023
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 # ***-3570478-2508210. I'm sorry to hear that you've received a damaged item.

We request you to return the item for a refund. I see that a return has been created for the item on Saturday, January 21, 2023 and return instructions were sent on the same date over email.

I request you to return the item using the label and follow the return instructions in the email. Once the item has been received and processed refund will be issue for the item.

I hope this information helps. We look forward to seeing you again 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:01/24/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The seller, Unitnow, on Amazon, sold me a product listed as NEW and it was delivered without it's original keepsake packaging box. When I contacted the seller they lied to me and said they don't send these items in their orginal box because they are "likely to bend" during shipping. This is a blatant lie as I have ordered countless items from this brand and the amazon seller always sold and shipped the item in the conditon it was listed as. Unitnow has deceptively listed this product as NEW but if it has been taken out of its original box and wrapped in different packaging then it can't be listed as NEW. I know it's just a box but these are collectible items and without the box not only do i have to find another way to store it safely, it decreases its market value considerably. This company needs to be reported for selling products with deceptive descriptions and also blatantly lying to a customer. Unacceptable. Any help ******************** can provide would be greatly appreciated. Thank you very much.*****************************
Business Response
Date: 01/27/2023
Hello,

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

I am sorry for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account (www.amazon.com/your-account).

We appreciate your time and patience in these regards

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:01/24/2023
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 noticed on my Amazon account that a gift that was given to an email that I didn't purchase. I called Amazon and was originally told I would be get a refund within 7 - 10 business days. Once I checked back nothing I reached back out and was informed that they couldn't refund my money I would have to dispute it with my bank and I advised I would have to get a new card so I wasn't going to do that. They said they suppressed my order but can't refund I ask for another manager they said they were the highest manager and that's nothing to be done. I called back for a third time and a manager blatantly lied to me saying she asked a higher up and they will make a refund and send me an email. Nothing ever was received my wife was on the line with another Amazon and was told that I was lied to again she was looking at my account and no refund is coming you will have to talk to your bank to dispute it. I calls back in and another manager told me it's nothing Amazon can do and I need to talk to my bank. I asked for another manager she said there were no other manager ti talk to about my issue and laughed it off. I would think that Amazon being one of the largest companies in the world would want to assist a valued customer but yet they would rather give you the run around. I just want my money refunded I shouldn't have to jump through hoops for $148.38 that they took from me and sent to an email that I have no idea who it is. This has been the worst experience ever and they truly don't care about their customers after they take your money
Business Response
Date: 01/26/2023
Hello,

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

I'm sorry for the inconvenience caused regarding the unauthorized order and charges.

I've checked on it and I can see the information provided about disputing the charge is correct. For all unauthorized charges, we request our customers to immediately call the bank and file a dispute so that a necessary action will be done and the bank can help get a refund.

Regarding the misinformation for refund from Amazon, I do apologize for that. I've shared the feedback with our team for coaching to avoid these instances in future.

I request you to please contact the bank to file a dispute. Thank you for your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 01/26/2023

Complaint: 18888397

I am rejecting this response because: why should I have to change all my accounts when the only issue has been with Amazon. Now I have to call my bank and reach out to all my auto pay accounts to change cards due to your mistake

Sincerely,

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

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