Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,346 total complaints in the last 3 years.
21,740 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:11/08/2022
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.
I was advised I would receive a refund monthly service fees, $159.96, on my sellers account via Amazon Support. Amazon refuses to honor it. The transcript provided below verifies th approval.
Business Response
Date: 11/09/2022
Greetings from Amazon Services,

We understand that the complaint is regarding the reimbursement of subscription fee.

We would like to inform you that the refund has been initiated, and it will be reflecting in 3-5 business days.

Seller can contact the Seller support for any further help on this.

Link - https://sellercentral.amazon.com/help/hub/support
Customer Answer
Date: 11/14/2022

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:11/08/2022
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 November 4th I placed an order through Amazon.com, I purchased a "Water Dental Flosser Cordless for Teeth - Nicwell 4 Modes Dental Oral Irrigator, Portable and Rechargeable IPX7 Waterproof Powerful Battery Life Water Teeth Cleaner Picks for Home Travel" it was $32.09. ORDER # ***-3959319-6167436. The delivery driver that attempted to deliver it to the ************** locker we have in the community typed in the wrong tenants name and left me with no access to my package. The package was wrongly delivered to another ******* (although my name and apartment number was on the package) the driver made an error. Once realizing that the package reflected "delivered" and under my ************** app I see that I have no packages under my name I then ask the front office if someone brought a package to them. They mentioned they do not have any packages for me. I reached out to amazon after they told me to wait until Monday so they can get a resolution.. They're resolution was to tell me there is nothing they can do for my stolen package. I am requesting a refund for the package I purchased and did not receive. This is no way to do business with a company.
Business Response
Date: 11/22/2022
Hello,

I am ******* from Amazon.com.

I've checked the information with our team. we aren't able to issue a refund. I would request you to please check the email sent on Tuesday, November 8, 2022 at 5:29 AM (PST)

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

Regards,
******* Gajjala
Customer Answer
Date: 11/27/2022

Complaint: 18373741

I am rejecting this response because: my item was never delivered and I did not receive the product that I paid for. If I do not get this resolved I will file a dispute through my bank because I am not paying for items I did not receive. Your driver put it into a locked parcel not associated to my apartment number therefore I could not retrieve package.

Sincerely,

*********************
Initial Complaint
Date:11/08/2022
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 returned the item *************** Designs Cycling Mountain Bike Trail Biking MTB Bicycle Shorts for Mens, $108.33 Order# ***-7301367-9118600 to Amazon with their *** dropoff, tracking for the return says that Amazon received it on October 25th. Tracking Number 1Z9E5W529016952960 Weight **** LBS Service *** Ground Shipped / Billed On 09/21/2022 Delivered On 10/25/2022 7:00 P.M.Delivered To **************, **, ** Received By RETURNS CENTER. I contacted Amazon through chat last week and was told that I was getting my refund to my original payment Matercard, but it still has not been issued and I have not received it yet.
Business Response
Date: 11/10/2022
Hello,

I am Nishith 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 order # ***-7301367-9118600. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on November 10, 2022 for $108.33. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

http://www.amazon.com/gp/css/summary/edit.html?orderID=***-7301367-9118600

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

Regards,
******* Gajjala
Initial Complaint
Date:11/08/2022
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.
Transaction Date- 11/03/2022 Amount of money paid $184.43 Delivery my item to the correct address Amazon delivered my package to the wrong address. I contacted their customer support on 11/05/2022 and was promised a full refund for my missing item on 11/07/2022. After following up yesterday they denied my refund and stated I needed to file a place report. I have filed a dispute with my credit card company and I have information to present where I am promised a refund for my missing item. Amazon has been giving me the run around after being promised a refund. I have contacted them several times via email,phone. chat support. Also the photo proof of delivery is not the front of my house. I do not recognize that photo. Order Number-111-*******-******* Tracking Number-Tracking ID: ***************
Business Response
Date: 11/17/2022
Hello,

I'm Naveen 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 with the concerned department in this matter. The team informed as: Were sorry to hear that you havent received your items from your order.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that this item hasn't been delivered to you. Lost shipments are inconvenient for you and costly for Amazon. 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 to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state and include the following:
- The delivery address regarding this incident.
- The items were delivered according to the carrier tracking.
- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.
- The date the report was created.

Were unable to accept Police Reports that are in pending or any other incomplete status.
The Police Report must be filed before December 20, 2022 and provided in English or Spanish to be considered for review.
Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Please note: to assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened.
We will happily cooperate with the police as part of any investigation.

We look forward to seeing you again soon.Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 11/17/2022

Complaint: 18373433

I am rejecting this response because: I was promised a refund by this company and have documentation supporting that

Sincerely,

*************************
Initial Complaint
Date:11/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my son a sweat jacket for upcoming Christmas Holiday. I order 5T for my child. It shows the size in my order. When I opened up the package the jacket was 4T. I went into Amazon and tried for an exchange. When I did this it stated not eligible for return or exchange. All I want is an exchange for the correct size. This is not my fault and I should not be penalized as a customer. I want an exchange for the correct size 5. When I ordered it should it had thst size. If they can't help me I would like my money back.
Business Response
Date: 11/09/2022
Hello,

I am Nishith 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 order #***-2428591-5258617. As the product is marked as non returnable we are unable to accept a return for the product. But to help you in this case I have issued a full refund for the product.

A refund was issued to your original payment method on November 9, 2022 for $35.31.In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

http://www.amazon.com/gp/css/summary/edit.html?orderID=***-2428591-5258617

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

Regards,
******* Gajjala
Customer Answer
Date: 11/09/2022

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:11/08/2022
Type:Billing 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.
Dear,I am an Amazon buyer, and I was unable to log in to my account due to unusual activity in my shopping account. After investigation, I found that my cloud server 118.31.16,151 was hacked by an ip 2.147.29.169 from **** on 2022-10-13. I suspect that after this ******* illegally entered my Amazon account, he tried to steal the money or credit card in my Amazon account, because my Amazon account was logged into my cloud server. So my Amazon is locked. Now I have changed the password of the cloud server and strengthened the firewall. I kept calling Amazon's customer service during this period trying to resolve my issue. But they only told my account that there was an unusual purchase because my account bought a gift card on 2022/10/13 to ******************* I have explained that this is not my behavior. I'll now explain that this has nothing to do with me, it's a hacking incident.Please restore my account immediately.My account is **********************
Business Response
Date: 11/17/2022
Dear Seller,

Greetings from Amazon.com Executive Seller Relations Team.

I understand that you have contacted us as you were unable to login to your account.
Upon review, I could see that the account status is normal.
Thank you for writing to us.
If there is any other error please write to us with a screen shot so that we can investigate further.
Customer Answer
Date: 11/17/2022

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:11/08/2022
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 October 21st, I attempted to purchase a new pair of Airpods Pro Generation 2. On the same day, what was delivered to me was a used (dirty I might add) pair of Airpods Pro Generation 1, a different product. I contacted Amazon Support and started the return process. Upon receiving the item, Amazon rejected the return, saying that it was the incorrect item, and that I needed to send the one I ordered (again, a new pair of Airpods Pro Generation 2) to be issued a refund. The problem with this of course being that they never sent me the item they're requesting, and I can only return the incorrect item I was sent.After several attempts with both their customer service and buyers return team, they are refusing to issue the refund, since the incorrect product (again, the one that they sent me) was returned. At this point in time, I have no product, and Amazon has taken money from me. I am simply seeking a refund for the issue.
Business Response
Date: 11/22/2022
Hello,

I am ******* from Amazon.com.

I found that you have received an email about this on November 8, 2022 at 1:13 AM (PST) with the subject line "Your Amazon.com returns" advising you of the issue with your return, and that you've already responded to that email.

Please continue to contact that specialist team with all relevant information. We are is unable to provide any further details about this issue.

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

Regards,
*****************************
Customer Answer
Date: 11/22/2022

Complaint: 18373313

I am rejecting this response because:

This is a non response being issued because two weeks have passed since my initial BBB inquiry. My issue is that after multiple attempts, the business unit in question is still rejecting a return from the item they sent me. The response is that I should continue attempting. This provides no resolution to the issue whatsoever. Amazon has taken my money and provided nothing in return.

Sincerely,

*****************************
Business Response
Date: 12/01/2022
Hello,

I am ******* from Amazon.com.

I've checked the information and see that a refund is issued for the order.

A refund was issued to your original payment method on Thursday, November 24, 2022 for $256.33. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

http://www.amazon.com/gp/css/summary/edit.html?orderID=112-8303374-4527450

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

Regards,
******* Gajjala
Initial Complaint
Date:11/08/2022
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.
My sister in law ordered airpods from an ******** account from ******* and had them sent to my house here in the **. The airpod package was delivered on 9-24-22 but the package was empty. The *********** stamped on package that is was damaged and package was empty. We have been trying to get this issue solved with Amazon either resending item or returning money back to my sister in laws card. Neither thing has taken place. We've contacted Amazon many times and they said they did a follow up and item was received, which is false. I've talked with the post office and they said the package was delivered to them empty. I have pictures showing it was delivered empty. There have been a couple times the representatives have just said file a police report we can't do anything for you and hung up on me after waiting almost an hour to get someone on the line and then for them to transfer me to someone else. I tried to send pictures of the box that was delivered and each representative dismissed it.The tracking number for package 111-5910208-497221 total $128.52 for 2nd generation Apple airpods wireless earbuds with lightning. Package received empty 9-24-22. Stamped by post office received without contents and received damaged. Amazon requested item back. I told them the box came empty and there was no item in the box. I sent the box back UPSground, 9-26-22. Tracking# 1Z 55A Y22 26 **** ****. Received by Amazon 9-28-22 at 11pm in ********* **. Tried to file, 11-7-22 at 8:58pm, with the New York State Police, county of *****, town of *****. ********************** could not file a police report only file an incident report, there was no crime committed.************** # for police. I am unable to get a police report. I sent all info with pictures to amazon and there reply back is when I get police report they can help. I don't know what else to do.There is also the email I sent to them, with pictures of proof. Thank you for taking time to help with this issue.
Business Response
Date: 11/11/2022
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'm sorry for the inconvenience you've experienced with regards to Apple AirPods. If I relate it to myself, I can completely understand how frustrating and annoying the situation can be when something like this happens but believe us it was never our intention.

We do our best to ensure that all of our customers orders go as smoothly as possible. I apologize this wasn't the case this time.

I've looped in concerned team for an update and the team has reverted back with the details. As per the information available we see a email was sent on Saturday, September 24, 2022 at 11:05 PM (PDT) for police report. Since the report was not received within the time frame requested we were unable to check for possible options.

I realize this experience hasn't been as positive as you'd hoped, but I hope you'll consider this an isolated incident and give us another chance in the future.

We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:11/08/2022
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 returned all items from the order and has been delivered for a long time. I have been partially refunded but still have not received a refund for some item. I've attached photos regarding my order. Order number is in photos
Business Response
Date: 11/09/2022
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 29 October, 2022.

Sincerely,

******
Amazon.com

Customer Answer
Date: 11/09/2022

Complaint: 18373224

I am rejecting this response because:

This complaint is not about gift cards.
Initial Complaint
Date:11/08/2022
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 placed an order on November 6 for delivery on November 8. They offer a guarantee delivery and will refund shipping costs for any order that is late. I am an Amazon prime member which means I do not pay shipping so I feel that as though they take this opportunity to make orders be late. I contacted their agency today in relation to the order and was told that it would be here today now their customer service agents are completely unethical and will lie to you after having this conversation and me telling him that it was not going to arrive today he told me give it till the end of the day. At 5:36 PM ******* time I contacted back to ask a question in relation to the guarantee delivery date at which time the agent *********************************** Changed my delivery date from Tuesday, November 8 to Wednesday, November 9 stating that I gave permission for him to do so which I did not. I then contacted a supervisor who told me that they could not fix it. I contacted Amazon logistics he told me that they could not fix it and then they hung up on me this was after I was told by a supervisor via chat that he had fix the problem and it would be scheduled for delivery on Tuesday which was false information because the supervisor I was speaking to on the phone at the exact same time told me that she could not do it and Amazon logistics told me they could not do it.
Business Response
Date: 11/09/2022
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. Upon checking the order #***-5840641-5677012 I see that the estimated delivery date for the order is Tuesday, November 8, 2022.

However, the order got delayed due to some unforeseen circumstances. I apologize for the delay in your shipment.

I've passed your message on to the appropriate department in our company for consideration. We value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers.

We request you to wait till Saturday, 12 November 2022, the order should arrive before that.

I understand that I'm asking you to wait for a longer period, but that is the maximum time frame it may take to get delivered. In most cases it will get delivered before that.

If the order doesn't show up by that time we will issue a full refund for the order.

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 [email protected] if we can be of further assistance.

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com

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