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

59,237 total complaints in the last 3 years.
21,802 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:01/09/2023
Type:Customer Service 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.
So I needed a iPhone 12 lcd to repair my work phone and I needed it as soon as possible as I use it daily. I ordered 2 items on Amazon which was an iPhone 12 *********** and a rain gutter extender. 112-9082952-8421818. I purchased these 2 items that were same-day delivery. I waited ****pm but once 9:30 came along I knew they werent going to make it. I called in and they said they cant contact the driver so they will have the delivery person deliver it in the morning which was another lie. So I called back after not being able to wait anymore and the next rep said for the trouble she will refund me and I can also keep the items once it came 4 days late and I said okay. She transferred me to a rep that just wanted to get rid of me so he lied and said I will get my refund and get to keep the item just to get me off the phone and once I hung up he canceled my order and refunded me which makes it impossible to address the issue anymore because Amazon says we processed your refund. First of all he didnt even ask me if it was okay and if Im fine to have it processed back into my original payment. I wouldve asked for Amazon credit so I can REORDER the lcd since Ive already wasted time and now I have to wait 3-5 business days. Amazon cuts cost by hiring customers service reps that can lie to you and do what they want because once they refund your money your unable to do anything. I contacted 8-9 Amazon reps and wasted countless hours just to be told that nothing can be done. Basically they are telling me that regardless of how they treated me, I have to accept it. I got nothing but rude, unfair, and time wasting reps. **** one was from *** and even she couldnt do anything because of the loophole that rep promised but purposely lied about just to get me off the phone. I want all those lying reps to be dealt with accordingly and now Im **** with no option to purchase the items until my refund comes in, but of course Amazon could care less.
Business Response
Date: 01/11/2023
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 am sorry for the inconvenience caused to you with the Order ID: ******************* and also for the service you received. Issues like this where it keep on repeating feel you bad about the service. I would have felt the same.

I appreciate you making us aware of it. At Amazon, we pride ourselves in being the worlds most customer-centric company. Regrettably, few of our customer service agents couldnt meet our high standards in this instance.

I'll take this issue as feedback and escalate it to the team to work on it so that they can take action.

As the refund for the order is already issued I request you to reorder for the items.

Please feel free to contact us directly by replying to [email protected] 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: 01/11/2023

Complaint: 18713511

I am rejecting this response because: That is the most pathetic response to an issue that has caused me time and money. Im sorry that this is just considered a s a feedback to you and you think that allowing an employee to cancel an order which leaves no higher position to do anything about is ridiculous. You had 5-6 customer service representatives lie and because you guys arent honoring it and taking this as feedback which you obviously wont do anything about is insulting to customers. There is no attempt by this respondent to mediate this situation. Clearly there needs to be leadership change in this company starting with this individual. Show me that the problems you have cause me is worth your time in investigating it and maybe ill accept it but clearly there was no attempt to fix this issue. Liar after liar after liar with terrible customer service attitude. You take as much responsibility as the customer service reps that I spoke to which is none. Im surprised you thought that response was even worth sending out.

Sincerely,

Minh
Initial Complaint
Date:01/09/2023
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 returned item# ***-0002179-8194603 back to Amazon on 11/1/22 with RMA# DBCNDnIGRRMA. It was delivered back to Amazon on 11/3/22 with *** tracking# 1Z9WX3429003822934. I was told Id be refunded within 30 days of Amazon receiving the item. Amazon received the item on 11/3/22. Ive contacted Amazon on multiple occasions and was told I needed to give it 60 days before action can be taken. I was also told to contact the carrier, being ***, which Ive done on multiple occasions. *** shows the package was delivered and accepted by the Amazon return center and that *** cannot assist me any further. This item was paid for using Amazons in-house installment plan. 1 of the charges my bank rejected as they thought it was fraudulent. However, I have paid over $400 so far for this item and there is another monthly charge of $159 set to hit my account in a few days. Ive continued contacting Amazon daily, including their leadership team who promises to get it resolved and then never follows through. Ive been hung up on, on multiple occasions. This sounds like a theft issue at their return processing center. Ive done my part and have everything documented. I want my money back.
Business Response
Date: 01/22/2023
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 to you with your Amazon order #***-0002179-8194603. Upon checking I see that you've disputed the charges $159.80, $239.70 and $159.80 with your Bank. Please contact your card issuer for more details regarding the refund.

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,

*******************************
Amazon.com
***********************************
Initial Complaint
Date:01/09/2023
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.
I spoke to multiple agents and multiple agents gave me different answers originally I was told to wait and see just to find out they said do the risk of loss there is nothing they can or will do or even attempt to do I placed the order on January 3rd and didn't ship until January 6th it was supposed to arrive January 7th I never received the item their tracking says left at a safe place but it was not left at my front door or a parcel locker I paid $19.90 There is also no proof of delivery, Amazon's delivery agent did not take a picture or upload a picture and every time I ask about it they say it's not their department to ask someone else They have not offered any resolution I have been hung up on multiple times by multiple agents because I'm dyslexic and don't understand what they're saying and ask them to repeat themselves in a different manner they say we're going in circles and hang up At this point I don't want the item I just want my $19 back
Customer Answer
Date: 01/12/2023
They recent and I finally received the item they misplaced or Miss shipped

The issue has been resolved thank you
Initial Complaint
Date:01/09/2023
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 12/24/2022 I purchased an Asus Prime Z790-a motherboard on Amazon.com through a 3rd party seller.(Beach Audio) On 12/28/2022 I received multiple items I was expecting from Amazon one of the was to be my Asus Prime z790-a motherboard. However when I opened my package I did not have my Asus Prime z790-a motherboard. It is now 1/9/23 I have been in contact with Amazon and their 3rd party vendor everyday since the 28th of December when they notified me my product was delivered despite me not receiving the item I purchased. They are forcing me to provide free services and labor (printing package labels, attaching shipping labels to merchandise, driving to shipping location delivering merchandise) if I would like a refund of my money and are refusing to ship me the items I ordered. This same Item was still listed for sale on Amazons website several days after I notified both parties of the issue.
Business Response
Date: 03/04/2023
Hello,

We reviewed the information provided and would like to inform you that we already processed a full refund of $216.16 to the buyer on February 6, 2023. We hope this resolves the issue.

Regards,
**********
Initial Complaint
Date:01/09/2023
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.
Ordered on December 29, 2022 Order# ***-0588073-8793850 .I placed an order on the above date and I'm a prime member and my items have not shipped.I called customer service several times and I barely understand what they are saying.. It states the the items will arrived on Jan 24. I would like for Amazon to ship my items ASAP since they did charge my credit card on 12/29/2022.
Business Response
Date: 01/11/2023
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 am sorry for the inconvenience caused to you with the Order ID: *******************.

Upon reviewing the order details, the delivery given to you on KJV Holy Bible, Compact Large Print Faux Leather Red Letter Edition - Ribbon ******* ******************* Brown ****tone is Monday, January 16, 2023 - Thursday, January 19, 2023 and

On Dreo Tower Fan for Bedroom, 42 Inch Bladeless Fan, 90 Oscillating Fan, Quiet Floor Fan with Remote, LED Display, 6 Speeds 4 Modes, 12H Timer, Standing Fans for Home ******************* Cruiser Pro T2 is Monday, January 2, 2023 - Tuesday, January 24, 2023.

And also there is charge issue on the order which is keep on declining. As the given delivery date is not yet passed I request you to update the payment method so that at the time of shipping the charge will go through and items will be shipped.

Once the items are shipped you'll receive the confirmation email with all the details.

Please feel free to contact us directly by replying to [email protected] 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: 01/11/2023

Complaint: 18713375

I am rejecting this response because: I was never informed that there was an issue with the payment method not even on my Amazon account payment page until today that it's stating to revise the method payment. Now I will need about 7 business days to update my method of payment as I lost the credit card and waiting for the replacement.

Sincerely,

*************************
Initial Complaint
Date:01/09/2023
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.
RISK OF LOSS policy at Amazon. I have been a prime customer for several years. I pay monthly for free shipping and guaranteed delivery. I had a package that showed delivered but my package was never found. I called Amazon to have my items replaced and was told I had to wait 3 days then if it was still not found to call back and my items would be refunded or replaced. When I called back today I was told that amazons policy of RISK OF LOSS prevented them from doing anything at all about my items. I have never heard of this policy I have had items not delivered before and they were replaced or refunded. I was researching this issue and found that the federal government is in saying it is illegal. That the customer is not contracting with the carrier Amazon is and it is their responsibility to the customer for the cost then ********************** makes claim with the carrier to recoup the loss. At this time Amazon has not replaced either the product or my money.
Business Response
Date: 01/22/2023
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.

Were sorry to hear that you havent received your item(s) from order #***-9198867-3587412.

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

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ************************************************************************************ for more information.

We advise you to contact *** in order to pursue this matter further. We also 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.

Thank you for your understanding.

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,

*******************************
Amazon.com
***********************************
Initial Complaint
Date:01/09/2023
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 attempted to get my replacement for my echo show. It was scheduled to be delivered on 1/7/23. Then I was told it would be delivered today, however on the tracking it stated it was left at the *************** Amazon facility about midnight this morning, then the two updates after that indicated there were delays. I called the amazon customer service and the rep told me that it would be delivered today by 8pm. Then I was transferred to an Echo show rep ************** that indicated the replacement was probably lost. She indicated she was sending information to her lead. After a 30 minute , I complained about length of the call. ***** offered to give me a call back. I received a call back from ***** and she indicated they could not replace it because it was already replaced even though it was lost. Their solution was for me to purchase a new one, wait for it to be delivered and then they would refund me the money. I asked why would I tie up money to purchase a new one when I have already paid for a protection plan? I did not lose my item, Amazon did yet wants me to carry the burden of paying for another one. I flat out refused to do so. I asked if we could conference in her lead and she indicated her lead doesnt take calls. I asked who could we escalate this matter to and she asked me who would I like it escalated too? I was speechless! I asked her how would I know who to talk to as I dont work for amazon. After almost 2 hours I was hung up on no call back and i had to start the process all over. I asked for a supervisor and i got transferred to another rep in the echo show device area I have no product and no resolution. At this point I would like a new echo show not a replacement.
Business Response
Date: 01/11/2023
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Upon checking, I see that your replacement order #***-9378856-5364242 was marked as delivered on Tuesday, January 10, 2023.

As a token of apology for the delay, I've issued a $15 promotional certificate to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged. The promotion will not apply to digital game and software download orders from Amazon.

For more information about promotional codes, including the terms and conditions of use and what happens when you return an order paid for with a promotional code, go to:

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

Please feel free to contact us directly by replying to [email protected] 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,

*******************************
Amazon.com
*****************************
Initial Complaint
Date:01/09/2023
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 pea coat by Nautica, fom Amazon online, I paid $74.00 plus tax and shipping for a total of $81.74. It did not fit and I returned it promptly on December 21. I was notified on the app., that a refund was on the way. I never received a refund. I contacted Amazon online and by phone several time and I got a number of answers such as: "we applied $66.00 to your gift card." or " I see you don't have a gift card but we are not sending you a refund, we will apply the money to other purchases" I don't have a gift card. I demanded to speak to a manager who proceeded to tell me the same thing and then hung up or the call was accidentally, interrupted. ( I spoke to ******* and her supervisor, ******) I am appalled by the business practices of Amazon! The customer service consists of canned messages that do not help, or customer service agent trained to just say "No" to any request for information or help. The deal was simple, there will be a refund upon the return, Instead i find that, without any notice, Amazon is allocating my money to 'whatever' without providing any record of their transactions. This cannot be legal! In the meantime, I had to cancel my debit card do to attempted fraud and I need to know how they will be able to refund my money. I want my money back and I want Amazon to have transparency in their transactions, honoring their customers and the business they bring to them and allow for their existence. Their behavior is disrespectful and needs to be addressed.
Business Response
Date: 01/11/2023
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 1 x Nautica Men Classic Double Breasted Peacoat.

I've checked on it and I can see we have issued a full refund of $81.74 for this order back to your account as Amazon gift card balance on Wednesday, December 21, 2022 at 1:04 PM (PST). Email confirmation was sent on Wednesday, December 21, 2022 at 1:10 PM (PST).

Post this refund, while placing other orders, you have already utilized that refunded balance for the payment. The balance was used on the following two orders.

Order ID: ******************* - $66.49
Order ID: ******************* - $15.25

Making it a total use of $81.76. You may review the email confirmation we have sent about this refund on the above provided date along with the Gift Card activity on your account where you will be able to see the 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
***********************************
Customer Answer
Date: 01/15/2023

Complaint: 18713135

I am rejecting this response because: Amazon needs to communicate clearly the rules of return and refund.
I was never informed that my refund was applied to a gift card as I was unaware that I had a gift card. This shows a clear lack of communication between Amazon and its customers. Business transactions must be communicated ahead of time and not leave a customer hunting down info on the app. So what's next? If I have to return an item in the future, what do I have to expect? Communication need improving. I am afraid to make future purchases on Amazon. Thank you for your attention on this subject.
Sincerely,

*******************************
Initial Complaint
Date:01/09/2023
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 2 scooters for my Grandchildren the scooters never arrived called amazon they *** me there was nothing they could do
Business Response
Date: 01/16/2023
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.

Were sorry to hear that you havent received your items from order #***-0037261-9749047.

Based on the results of our investigation, we aren't able to provide a replacement or refund for this order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." 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.

Thank you for your understanding.

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,

*******************************
Amazon.com
***********************************
Customer Answer
Date: 01/16/2023

Complaint: 18713180

I am rejecting this response because:

Sincerely,

************************
I am out the money I paid
for the Scooters I had to purchase 2 more Scooters because I didn't receive the ones from Amazon this is unfair
Initial Complaint
Date:01/09/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have done multiple complaints internally and externally regarding my amwzon influencer profile.....they have Said go through the help menu I've said MULTIPLE TIME TH4 RESPONDR incorrect.. all the responses on bbb is incorrect..I've asked multiple timed for a call back.. I want a US REP TO CALL ME , IF THEY CANT WALK ME THROUGH STEP BY STEP HOW TO COTRRECTLY DELETE MY ACCOUNT PRIOR TO RESPONDING TO THIS complaint
Business Response
Date: 01/11/2023
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 you would like to close your "Amazon Influencer Account".

I see you have mentioned about the call back request from Amazon US rep however I'm sorry, we do not have the option to do that. If you would like to close that account, you may follow the below steps given in the below link to get this done.

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

If you still like a call, I request you to please call us at **************** and asked to be transferred to "Amazon Affiliates" or "Amazon Associates" team for the help.

I appreciate your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
*****************************

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