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

50,370 total complaints in the last 3 years.
17,450 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:01/11/2023
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 November 25, 2022, I purchased an OYT 14" queen-size memory foam mattress (order# ***-5524760-4929833). After receiving the mattress, the instructions said to give it 3 days to come up to its full size. After a week it had still not come up to its full size so I contacted Amazon on December 8th to begin the return. I was told by several customer service representatives to return it through *** but *** cannot take a queen-size mattress that isn't smooshed into a box. It took hours of phone calls starting at 11:09 AM and ending at 5:08 PM to finally get someone who understood that *** could not take this package. Amazon at this point sent out Pilot Freight Services to pick up the mattress and deliver it to Amazon. It was picked up on December 13, 2022, (tracking number *********), and delivered to Amazon on December 28th, 2022 and I have still not received my refund. So far today I have talked to three customer service representatives who have told me that I cannot get a refund because I did not return this through ***. I have been trying to resolve this for over a month and I am done trying. It is not Amazon's responsibility to resolve this situation. The order total was $381.10. Because of the considerable time involved and stress caused by this situation, I request a refund of twice that amount for a total refund of $762.20.
Business Response
Date: 01/13/2023
Hello Ms. *****,
.
I'm Abhishek 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.

We understand your concerns regarding the refund for the order #***-5524760-4929833 and we're sorry for the inconvenience you've had.

I can confirm that a refund of $380.83 was issued on January 11, ******************************************************************* 3-5 business days.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 01/19/2023

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:01/11/2023
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 Fiance And I Purchased 3 Dressers From this seller on Amazon, we received the items but was concerned when one item was listed as delivered but was not. The item came a day or two later. we Put the items together and figured they were not a fit and requested a refund. Once we requested a refund they began to give us the runaround and not return all of the money that we paid for the items. we paid for shipping when we ordered and they want us to pay for it again to ship back due to a false reason and they are stating they have to chare a restock fee. they refuse to answer our questions and return our phone calls. they sent one return label and one refund in the incorrect amount of the item because they marked it down and refunded us that amount vs the amount that we paid when we purchased it. we feel like they are a scam and this is not a way to do business. they are keeping over $600 from us and keep making up different reasons as to why they cant give us the money back in full. we have the full conversation and some screenshots but can provide all proof for our case. once we googled the address it says that their building is not even being rented out. please help us , times are hard and no company should do business this way or get away with it.
Business Response
Date: 01/19/2023
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 3 Dressers orders. I'm sorry for the inconvenience caused.

I've checked on both of the provided orders (Order ID: ******************* and Order ID: ********************. I can see a claim is filed for these purchases.

For Order ID: *******************, our team have investigated the matter and found that the details provided for the item was correct and the same item was delivered as described on the website hence upon returning this order, you will be responsible for the cost of return shipping, as well as any restocking fees that *** apply. This *** be deducted from your refund. You *** refer to the email our A-Z team have sent on Wednesday, January 18, 2023 at 5:36 PM (PST) with the details. We are unable to reverse that decision and will not be able to reimburse for shipping and restocking fees.

For Order ID: *******************, the team is still investigating this matter and the claim is active. Once a decision is made, you will be notified via email on your registered email id. Generally it takes upto 2 weeks for our team to investigate and come to a decision.

I appreciate your understanding, time and patience on this matter.

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: 01/19/2023

Complaint: 18721624

I am rejecting this response because: we have been told numerous of times we would get refunded the full amounts by different agents , we have it recorded and they keeping giving us the run around ! Im convinced Amazon is starting to scam too !!!

Sincerely,

***********************
Business Response
Date: 01/31/2023
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.

I've checked on it with our team again about the return shipping refund and confirmed that those charges are not refundable. I'm sorry about the incorrect information provided earlier about the refund. I've shared the feedback with our team to ensure a necessary action is taken to avoid it happening again in future.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter. 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:01/11/2023
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 driver criminally trespassed into our private and personal space ignoring directions to deliver at the front door and chose to invade our space and put our family at risk. We notified Amazon of the criminal behaviour of their employee. In response by Amazon our account was disabled which disabled all of our Amazon devices making them unusable for well over a month forcing us to buy new devices.We were also unable to use Prime, Amazon music, and a movie channel during that time. We paid monthly for each of the services and within a week and less our access to those three were removed due to the account being disabled. We would like a refund for the three. Prime, Amazon Music, and the movie channel as we paid but weren't given our month due to the lockdown.We also want to return all of our Amazon devices for a full refund as Amazon has made them unreliable and unusable due to the account being locked down. This is an attempt for compensation and to keep this from going to our lawyers and a lawsuit brought against Amazon that we will push into a class action lawsuit to compensate the millions of others who have been taken advantage of by Amazon.
Business Response
Date: 02/06/2023
Hello ******,

I'm Praveen 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 our logistics team has already contacted you in person while investigating this issue. They have asked you to reach out to the police for further investigation and information.

I hope this helps! 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.
***********************************
Initial Complaint
Date:01/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For order 701-3339390-8167407, we never received it back from the buyer. Per amazon return policy, buyer needs to send it back for refund. also amazon never gives us a chance to response to the ** claim once buyer opened it. amazon immediately refunded buyer without our input. that is against amazon policy. Please reimburse us the full amount
Business Response
Date: 01/13/2023
Hello,

Thank you for taking the time to provide us with additional information regarding the claim on order 701-3339390-8167407. Upon further review, we have decided to uphold our original decision.
We have reviewed all available information and determined that the buyer is eligible for a full refund. To resolve this claim, we have issued a refund to the buyer to cover the remaining cost of the order. Sellers must not hold a restocking fee of more than 20% and must provide a Local return address or a prepaid return label/returnless refund for a return.

Regards,
Amazon
Initial Complaint
Date:01/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For order 701-9423879-7236233, we never received it back from the buyer. Per amazon return policy, buyer needs to send it back for refund. also amazon never gives us a chance to response to the ** claim once buyer opened it. amazon immediately refunded buyer without our input. that is against amazon policy. Please reimburse us the full amount
Business Response
Date: 01/13/2023
Hello,

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

Regards,
Amazon
Initial Complaint
Date:01/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For order 702-4017283-8061013, we used the amazon shipping service with ***** Per amazon policy, amazon cover the lost by **** if seller purchased shipping label through amazon shipping service. Please reimburse us the full amount
Business Response
Date: 01/15/2023
Hello,
We have reviewed the issue filed for the Order ID ******************* and noticed that the Seller was debited for the A to Z Claim amount.
Upon review, we noticed that the tracking number provided by Seller , doesn't show any delivery confirmation. Furthermore, Amazon Buy Shipping was not opted for this order. Hence, we are unable to reverse our decision made on the Order.
In summary, we are unable to reverse the refund on the Order.
Sincerely
Initial Complaint
Date:01/11/2023
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.
For order 701-4871781-7055466, we used the amazon shipping service with ***** Per amazon policy, amazon cover the lost by **** if seller purchased shipping label through amazon shipping service. Please reimburse us the full amount
Business Response
Date: 01/14/2023
Hello,

Thank you for taking the time to provide us with more information regarding the claim on order 701-4871781-7055466.
We have reviewed all available information and have determined that the merchandise was not shipped in a timely manner and tracking information provided does not show that Buy Shipping Services was used. Hence we have decided to uphold the decision on A to Z claim.

Sincerely,
Initial Complaint
Date:01/11/2023
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.
For order 112-0506383-1291444, we used the amazon shipping service with ***** Per amazon policy, amazon cover the lost by **** if seller purchased shipping label through amazon shipping service. Please reimburse us the full amount
Business Response
Date: 01/15/2023

Hello,

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

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

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

Sincerely,
Initial Complaint
Date:01/11/2023
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.
For order, 111-7766504-5070649, we used the amazon shipping service to purchase this shipping label with ***** **** lost the package. Per amazon policy, amazon should cover the lost of the package if seller purchased the shipping label using amazon shipping service. Please reimburse us the full amount.
Business Response
Date: 01/14/2023
Hello,

Thank you for taking the time to provide us with additional information regarding the A-to-z Guarantee claim on order 111-7766504-5070649. We have credited seller-proceeds USD ***** to seller's account and the Order Defect Rate will be updated within 48 hours to reflect this change.

Sincerely,
Initial Complaint
Date:01/11/2023
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.
For order 112-2523311-3022624, we used amazon shipping service to ship it. **** lost the package and amazon should cover this lost per their policy. Please reimburse us the full amount and remove this defect against us.
Business Response
Date: 01/15/2023
Hello,

We have reviewed the issue filed for the Order ID ******************* and noticed that the Seller was debited for the A to Z Claim amount.

Upon review, we noticed that the tracking number provided by Seller , doesn't show any delivery confirmation. Hence, we are unable to reverse our decision made on the Order.

In summary, we are unable to reverse the refund on the Order.

Sincerely

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