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.
21,525 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 purchased a costume listed as:Tanjir Sister ******* Costume Tanjiru Zentsu ******* Anime Kimono... $43.9 On the Amazon website. When the item did not arrive on time and did not fit I started a return. 12/05 i returned 6 items part of order 112-1656052-8822658 I started to receive refunds for all items except One. When I reached out to customer service via chat on 12/15/22 at around 10:38 PM they advised the item has been picked up by their carrrier but not yet processed by their return team and once it is processed refund would be issued no later than 01/08/23. I asked for confirmation that the item arrived because I have had issues before and they confirmed it has been picked up. Item is still marked as return received on the Amazon website and app when I see my orders. Amazon refuses to issue refund and they are asking tor a tracking number that I obviously did not keep because it wasnt communicated that was a requirement to receiving my refund. They state they dont have that return on their system yet their own system says the return was received.
Business Response
Date: 01/29/2023
Hello ******,

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

I've reviewed the complaint and understand your concern regarding the item Tanjir Sister ******* Costume Tanjiru Zentsu ******* Anime Kimono Black Robe Halloween Kanao ******* Outfits for Kids Adults.

I've issued a refund of $48.06 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Initial Complaint
Date:01/24/2023
Type:Delivery 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.
Ordered CLAX Multi use Functional Collapsible carts | Mobile Folding Trolley | Shopping cart with Storage Crate (Black) from Amazon.com Dec. 18, 2022. Delivery sometime between Jan. 10 - Feb. 4, *****. Tracking info. said the cart shipped (from *****) Dec. 18, 2022 - picked-up by ***** Post on Dec. 19 From then through Jan. 3, 2023, the tracking said the cart was in transit. On Jan. 4th, the tracking completely changed - with a lengthy history and indicated the order had been delivered on Dec. 28, 2022. Had been looking for the item each day!Immediately contacted Amazon Cust Svc via their Chat - told that the package was not delivered - would still arrive as scheduled On Jan. 5, asked for a call from Amazon and was sent this info:Upon speaking with my specialist here, he told me that your CLAX Multi use Functional Collapsible carts | Mobile Folding Trolley | Shopping cart with Storage Crate (Black) is still on its way to you They were being notified that carrier mistakenly tagged your item as delivered Estimated Delivery Date: Wednesday, February 1, 2023 Was told by Amazon that the delivery was made in ******* Contacted Amazon by phone Jan. 7, 10, 17; Jan. 17, Cust Svc recommended a refund - it would take 2 days and I would be notified - the only info rec'd was an e-mail from Amazon to the seller - to which the seller did respond Called Amazon on Jan. 20 - was suddenly informed:Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:- Information collected at the point of delivery.- The package weight and reported condition upon delivery.You may wish to contact your local police authorities and the shipping carrier to pursue this matter further Have no idea who the "carrier" was Used Amazon connection to send an inquiry to the seller (***********************************), on Jan 17, no reply
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 you've had a negative ordering experience with one of our sellers; we take reports such as yours very seriously. Weve reviewed all your previous conversations and also looked at seller details on our website. We're not able to share customer/seller account information or status, and we include Marketplace sellers among our customers. However, we do monitor seller performance and take administrative measures on an account when warranted.

I'm sorry to hear about the problem you've had with your CLAX Multi use Functional Collapsible carts | Mobile Folding Trolley | Shopping cart with Storage Crate (Black).

I've requested a refund for $107.75.

You'll see the refund on your credit card statement in the next 3-5 business days.

On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details. After receiving this confirmation e-mail, you can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

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
***********************************
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:01/24/2023
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 a computer from Amazon on Oct 17, 2022 for *******. As soon as I realized I was sent the wrong pc i requested a return. Amazon gave me the option to have *** come the next business day with a prepaid return label. The pc was returned and *** updated my order summary to reflect return received. All that was stated was Amazon would process refund within 2 or 3 days. No mention of anything I needed todo. I needed the refund to purchase another pc so I called my bank to process rhe refund. ***** did a provisional refund of ******* on Nov. 1, 2022.. on Nov 30 Chase reversed the refund since they were unable to get the funds from Amazon.. I THEN CALLED Amazon and was told they sent me an email on Oct 29 requesting I furnish them an Incident report. I never received that email from Amazon and that was the first I heard of their request.. I write them back and included a report of the transaction but thats when I was told there request was over 15 days and they could no longer process a replacement or refund because I didnt submit an incident report in a timely way. ***** cannot secure the refund. I no longer have the pc which they admit was returned and received and I cannot get Amazon to process the refund due me. I am73 with COPD and cannot afford to lose ******* because of Amazons horrid customer service. Please help. Also there is nothing stated on Amazon thats warns a consumer that an incident report may be required or refund will not be processed . I cannot send documentation since I have no pc but could fax the dicuments
Business Response
Date: 02/16/2023
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:-111-2270284-2094639 regarding the return refund for the item.

Based on the investigation results, the investigation team requested you to provide Incident Report which was not shared with the window.

In this case you are no longer eligible for a refund as per the e-mail sent to you on Monday, January 16, 2023 at 5:04 PM (PST).

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
***********************************
Customer Answer
Date: 02/16/2023

Complaint: 18885297

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
Date:01/24/2023
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 1/22/23 I paid $8.28 for an ear wax removal kit that hurt my ears. Order# ***-1985226-1825002.However trying to return package Amazon fraudulently placed phony shifting return timeline from 2 days to 2 weeks, proving intent to not refund. Supervisor ***** refused returnless refund fraudulently stating I received refund 5 YEARS AGO. So Amazon invents history to deny refunds. An audit is highly recommended. Next stop bank dispute & claim to be filed with *******, Washington Attorney General. I'm on a trial which Amazon failed. Future buyers beware of Amazon scam.
Business Response
Date: 01/26/2023
Hello ******,

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

I've reviewed the complaint and understand your concern regarding the defective Ear Wax Remover with Ear Wax Removal Aid & 8 Replacement Heads Included 4 Reusable Micro-Bristles and 4 Silicone ****** Heads, 4PCS Metal Ear Picker S.

I apologies for the inconvenience that you have experienced in this case.

I've checked and see that this is a returnable item. Please return the item for full refund.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap

Customer Answer
Date: 02/02/2023

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:01/24/2023
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'm being told I can't receive a refund for an order I placed: #***-3870549-3011441.I purchased the WD_BLACK 4TB SN850X NVMe Internal Gaming SSD on Jan. 12, 2023 from the Amazon Warehouse. Its condition was listed as Like New. When I opened the shipping box, the item package was already bulging. These items are extremely flat, so I raised my eyebrow immediately. Inside was an old part that looks like a heat sink. What you received was exactly what I received and I'm concerned that the initial return was accepted and re-listed as Like New. I immediately logged on and started the return process. And I discovered I wasn't alone in getting scammed like this. A review on the item shows this person also received a completely different item and they evidently purchased the item on Dec. 20, 2022. I attached a screenshot of that particular review.I also submitted a review that was rejected since I mentioned Amazon Warehouse in the subject of the review. What adds insult to injury here is the fact the item is now $399 in new condition from Amazon.com right now, so if I had just waited a few days and even read the reviews beforehand, I would've never been in this situation. Just to sum up, the completely different part is exactly what I received when it was delivered. Thank you.*****************************
Business Response
Date: 01/26/2023
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:-112-3870549-3011441 regarding the refund for the item returned.

Upon working with the investigation team, I'm afraid to say that we are unable to issue refund at this time.

As we can see you were already educated on Januray 24th that you had to wait for 60 days and requesting you to get back to us for refund. The 60 days will be met on 3/16/2023

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
***********************************
Customer Answer
Date: 01/26/2023

Complaint: 18888135

I am rejecting this response because: its frankly unacceptable. I was sent the wrong item that wasnt properly vetted and now this company is trying to **** their mistake off on me. Not happening, you can find someone else to play with.

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 3 toilets from Time Out Pro via Amazon on 6/3/2022 for new construction home. Toilets were installed in Nov 2022 when house was ready for them by a licensed plumber. We moved in 12/2/2022 and immediately started having issues with all 3 toilets. Per the plumber the toilets do not produce enough water to carry paper to the main sewer line. ******* cleared lines twice, then I contacted the seller about the issues. Seller sent us product information from Swiss ******* to adjust the flush ************* in the bowl. We did everything asked of us & continued to have the same issues. Plumber came back again to clear the main sewer line & stated the toilets are no good & we would always have this issue. Poorly designed toilets according to the plumber. We respectfully asked for a full refund from the seller. Seller refuses to give the refund & keeps passing the buck to the manufacturer Swiss *******. I called the ******************* offered to send replacements of the same product. Why would we suffer through the process of getting the same flawed product when we have already spent $1138.08 on the toilets along with $2k in plumbing expenses to clear our sewer lines. We don't want a replacement, we want a full refund to apply towards 3 new toilets of another brand. The seller continues to take zero responsibility & keeps putting it back on the manufacturer. A full refund has to be issued by the seller, not the manufacturer. The manufacturer stated that they support the refund, but again it must come from the seller. This has been a nightmare when we should be enjoying our new home.
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've reviewed your complaint details and I'm sorry for the inconvenience caused to you with regards to order#***-8705231-2103400.

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

For all the purchases on Amazon.com, we and the seller have 30 days return timeline. Post this, if there is any issue, the applicable warranty is provided by the manufacturers. In this case, I request you to please contact Swiss ******* Well Made Forever. They will be able to check on it and help you further.

You may reach out to them through this link.

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

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

Thank you for your understanding and patience.
Regards,
*********
Customer Answer
Date: 01/27/2023

Complaint: 18870027

I am rejecting this response because:

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.
Amazon is delivery the item at wrong place. They are refusing to take ownership of their mistake by saying that once the item is delivered it is the customers responsibility . How is my responsibility if it was delivered at the wrong place .
Business Response
Date: 01/26/2023
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:-114-1805131-7151437.

Based on the results of our investigation, we aren't able to provide a refund for this order's 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 *********************************************************************************** for 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.

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
***********************************
Customer Answer
Date: 01/27/2023

Complaint: 18887806

I am rejecting this response because:

Sincerely,

*******************
you guys are the carrier , you hire your 3rd party amazon flex to deliver the item . The item was not delivered at my place, how are you enforcing your policy when it does not apply 1 st the item was not delivered to me . Second the carrier is amazon flex. Govern yourself, it is not my responsibility thet your staff are not properly trained on handling the package . The same speech I got when I called your customer service that is why I brought it to this entity to mediate this matter . I will not let this go until you guys send me the item. I am not asking for a refund
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.
Amazon has deactivated my third-party seller account (Merchant Token: A37NDYGTJN5NYA) for violating Amazons code of conduct. This all came about because my inventory counts within my warehouse were not accurate. To prevent instances of late shipment, instead of canceling the orders I made the decision to fulfill those orders by drop shipping from other Amazon sellers. I chose the Amazon seller that would deliver the item the fastest but sometimes they wouldnt ship the product at all. I was not updating the correct tracking information, so it made it appear like I never intended to fulfill the order. This was not the case at all; I just couldnt keep up. Since my account was deactivated, Ive sent Amazon a plan of action that explains I have ceased drop shipping out of stock orders or otherwise. Additionally, I audited my warehouse inventory to ensure an accurate count. Ive also instituted bi-weekly Inventory Audits to ensure accurate counts to prevent overselling and instances out-of-stock products that resulted in my poor decision to drop ship. Ive also mandated carrier origin scans. Before, I was not ensuring my carriers completed my shipments ***********. This made it difficult for Seller Performance to confirm the origin of my shipments. Amazon is not responding to my appeals any longer. Can you help?
Business Response
Date: 01/26/2023
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 seller account on our site. We took this action because an investigation of their account indicated that the customers seller 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 ***********.

Sincerely,

**********
Amazon.com
Customer Answer
Date: 01/26/2023
These people are the scum of the earth. They steal hundreds of thousands of dollars a day from seller funds and seller inventory, all under the guise of their BSA which has proven non-enforceable if you have the time and money to take them to court/arbitration. There are thousands of cases like this daily. And their response is always going to be the same. "We don't disclose our investigative methods". They don't have any investigative methods. They suspend and steal on a whim/suspicion, whether justified or not. I'm honestly surprised there haven't been more congressional hearings with these thieves. Their time is coming.
Initial Complaint
Date:01/24/2023
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.
An unknown charge showed up on my bank account on 1/23 for $652 from amazon web services. I don't use amazon web services, and being I'm not an account holder, I can't contact them to attempt to resolve the fraudulent charges. There is no customer service line I can reach directly to resolve the issue, and their online support is only for current account holders. This is a very poor business practice by delaying fraud prevention and mitigation, as well as even encouraging it. The fact there isn't a billing department contact anywhere, especially for an international company like Amazon, is negligent at best. I don't have $652 to do without for any amount of time, and the amount of effort I am having to put in to correct this as the victim of a potential crime is unreasonable.
Business Response
Date: 02/11/2023
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.

Unfortunately due to our security policies, AWS is unable to share details regarding accounts and their charges directly unless signed in to the account in question. I would instead recommend contacting your bank to report the fraud and reverse all charges. After the charges are reversed and AWS is notified of the fraud via your banking institution, it will initiate our fraud workflows automatically to begin the remediation process.

You can provide this response to your bank to confirm that you were inadvertently charged and that Amazon Web Services does not hold you liable for the charges. Should you need AWS support in the future, you can contact our support teams via this form when you can not sign in/do not have an AWS account:

***************************************************************************;

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

Regards,

*****
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 4 graphics cards from Amazon and only received 1. They incorrectly send me 3 snowflake makeup kits along with 1 of the graphics card and the cable I ordered. I have posted a picture of what was in the box. I sent back the makeup and they refunded 2 of the 3. I have told multiple times that the money would be refunded, yet I have not received the final refund. This is for over $1,000 and I feel they are holding on to money and earning interest while I await 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 understand your concern regarding the refund for the returned order.

I've checked on it and I can see the refund was successfully issued for that 3rd item on Tuesday, January 24, 2023 at 7:30 AM (PST); Amount: $1073.14

This should reflect back on your billing statement in next 3-5 business days. Confirmation email sent on Tuesday, January 24, 2023 at 10:42 AM (PST).

If you have any further questions, 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
***********************************

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