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

59,247 total complaints in the last 3 years.
21,737 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:01/07/2023
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 12/13/22 I ordered a Kidkraft Wooden Pastel Kitchen Set. I am a prime member for over 5 years I was promised two-day shipping. I received an alert from Amazon app stating my package was delivered on 12/22/22 when I checked the package was not there. I was told to wait 24 hours and call them back, I called back on 12/23/22 12/24/22 and was told it may still be on the way. 12/26/22 I called and was told that I have to get a police report to be refunded. I completed a report online and received a call from a detective on 12/27, told him I never received my package and that I have cameras all around my home and the package was never here. He gave me a report# and I called Amazon and provided the police report # and the non-emergency number. I have been calling back and every time I call I get the runaround. I'm getting annoyed I want my money back I have representatives that hang up the phone on me and they have been lying to me, on 1/7/2023 one representative told me to call back in 15 minutes because they spoke to someone at my local police station, and they stated that they will email over a copy of my police report. When I called back the second representative told me he put in the notes that the police department was closed. All I want is my money back The package was never received and I've spent countless hours on the phone with Amazon in no resolution I've been paying my prime membership the whole 5 years that I've been a member I've never had these type of issues and I just want my money back and I want money back for my time wasted as well.
Business Response
Date: 01/10/2023
Hello Pria,

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 that you did not receive the item KidKraft KidKraft Wooden Large Pastel Play Kitchen with Turning Knobs, See-Through Doors and Play Phone, Gift for Ages 3+.

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

I've issued a refund of $141.51 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 [email protected] if we can be of further assistance in this matter.

Regards,
Pratap
Customer Answer
Date: 01/18/2023

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:01/07/2023
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 made a purchase totaling $504.65. This showed to have been delivered on 1/5/22. I contacted Amazon because I never received it. They asked me to look at the delivery picture and I told them that did not look like my front door. They asked me to wait another day, which I did. I then contacted them again and was told Id have to file a police report. The police department has told me they cannot file a report because it was not delivered to my address. I have contacted Amazon again with this information and they have said they cannot do anything further.
Business Response
Date: 01/11/2023
Hello Yra,

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 that you did not receive the item The Essential Mattress by Layla * 9 in * CertiPUR-US Certified Memory Foam.

I apologize for the inconvenience that you've experienced in this case.

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

We need a completed and validated police report to research further on this issue.

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 45 DAYS AFTER THE DELIVERY DATE 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 contact us back during police department office hours.

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.

Thank you for your understanding.

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

Regards,
Pratap.
Customer Answer
Date: 01/18/2023

Complaint: 18702178

I am rejecting this response because:

the police department said this does not qualify as a crime to be reported since it was not stolen.

Sincerely,

*********************
Initial Complaint
Date:01/07/2023
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.
Amazon (the listed carrier) refused to deliver, and destroyed a bottle of Tide laundry detergent priced at $13.75 from Amazon (the listed seller) then told me that I would receive a automatic refund because they kept the destroyed package & failed to deliver it to me. They said that they were going to send me an extra $5.00 to my account as a way to apologize for the inconvenience. I have not yet received the refund of $13.75 as well as the extra $5.00 on my account. Neither one has shown up.
Business Response
Date: 01/16/2023
Hello ******,

I am Aqeeb 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.

Were sorry to hear that you havent received your refund for the item, Tide detergent

Rest assured, I can confirm that the refund has been processed for Order No: 114-3061370-9516216
Amount $13.75 to Original payment method on Thursday, January 12, 2023 at 1:43 PM (PST)

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

Refund will be credited back to Original payment method in next 3-5 business days from date of issuance.
I'm issuing a $5.00 promotional certificate to your account. This amount will automatically apply the next time you order an item shipped and sold by Amazon.com. You won't need a claim code. For more information about using your promotional certificate visit: *********************************************************

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

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

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:01/07/2023
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.
My complaint is due to shipping speed. Starting in December 2022 Amazon shipping went from 3 days to 9 for my area. I am a prime member and one of the main reasons for being such is their shipping speeds. I have contacted their help line several times and all they can say is they don't have a site close to me so I only get standard shipping. I would understand this IF they actually shipped the item and it took longer to get here. But that is not the case. They don't even ship until a day or so before my posted expected delivery date. Their promise of fast shipping and delivery for prime members - at $140 per year - is misleading at best and false advertising at worst. **********, **********, ********** and their surrounding cities do not have this problem. ******* doesn't have this problem with shipping speeds. If they are not going to serve smaller cities then they should have a plan that reflects that.
Business Response
Date: 01/15/2023
Hello *****,

I am Aqeeb 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 about delivery date on your Orders.

I see this order was placed through the shopping cart and "Standard shipping" was selected during checkout. The default shipping option for Amazon Prime eligible orders is free 2-Day delivery, but we also make the "Standard shipping" (3 to 5 day delivery) option available for Prime members to ship purchases free of charge to PO Box addresses or areas where express shipping isn't available.

We understand that this is not the experience that you are expecting with your deliveries. We take complaints of this nature very seriously and we have taken appropriate steps to make sure that it is addressed properly.

As the team had offered a $10 promotional credit for the delay, we will not be able to offer more.

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:

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

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,
*****
Amazon.com
*****************************
Initial Complaint
Date:01/07/2023
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.
Since February of 2022 I have had issues with amazon drivers randomly leaving my deliveries in a mailroom. I have specifically stated in my delivery instructions that I do not want my packages delivered to this building, as many people have access and my packages are being stolen. I have contacted amazon many times regarding this issue and they refuse to assist me. They indicate that it the packages show as being "delivered"; thus, it is my fault. They will only provide standardized responses by telling me to add delivery instructions or they cannot assist me because they show the item(s) as being delivered. I have a variety of documents to support my claims and my issue. One of the problems with this issue is that this building where they are leaving my packages is NOT my address. I have specifically instructed them to leave my packages at my door. Some delivery drivers do pay attention to my instructions, but others do not. Now that amazon is refusing to replace any of my orders or refund my money, I am actually losing money on orders I have paid for, but were never delivered to my residence. This is fraud. I am unable to get anyone from amazon to communicate with me. The furthest I have gotten is many, many chats where they simply cut and past responses stating they are not responsible rather than attempting to help me resolve this issue. I am furious that I cannot get anyone at amazon to assist me with this very real issue where their employees are at fault. Now they are keeping my money.Every time I have attempted to correspond with their **************** via email, they do not reply to the information I provide. I have been cut off chat several times because they do not want to assist me. I have no other recourse.
Business Response
Date: 01/10/2023
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 am so sorry to hear of the issue you have shared with us regarding your missing packages.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order numbers pertaining to the issue for research.

We look forward to hearing from you soon.

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:01/07/2023
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.
Order #***-2370476-2015449. My shipping address is in *****, ** but you shipped/delivered it to ***********, Arizona according to my tracking number. It was delivered to the wrong address, you need to provide me refund !!!My shipping address Shipping Address ************************************************* Shipped with *** Tracking ID: ****************** Tuesday, December 27 4:56 PM *****************, **, **
Business Response
Date: 01/15/2023
Hello *****,

I am Aqeeb 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.

Were sorry to hear that you havent received your item from Order No: 112-2370476-2015449

Rest assured, I can confirm that the refund has been processed on Monday, January 9, 2023 at 1:25 PM (PST)

Refund amount $31.20 to Original payment method
Refund will be credited back to Original payment method in next 3-5 business days from date of issuance.

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

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,
*****
Amazon.com
*****************************
Initial Complaint
Date:01/07/2023
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.
Hello,On September 30th 2022 I noticed all of my reviews from my Amazon.com account had been deleted. My ability to leave new reviews had also been removed. The attachment shows the message I receive upon trying to leave reviews for new products. I believe their algorithms have blocked my account by mistake. I have attempted to contact community-help@amazon per the attachment multiple times over the past 3 months and have received no response. There is no explanation or justification for what constitutes "unusual activity" from Amazon. All of my reviews are authentic and honest. Please assist with restoring my old reviews and my ability to leave new reviews. Thank you.
Business Response
Date: 02/02/2023
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 reached out to the concerned team regarding this issue and received an update from them stating that Based on additional details discovered during a holistic investigation we are unable to reinstate the reviewing privileges of your account and the same has been communicated to you via email sent on January 11, 2023.

We have noticed unusual reviewing, rating, or voting activity associated with this account and determined that the ban is valid and the account will remain banned. Based on the nature of our work, we are unable to provide any additional information regarding our investigation.

Regards,
Pratap

Customer Answer
Date: 02/08/2023

Complaint: 18701838

I am rejecting this response because:

This response is vague and unacceptable. Amazon is unable to provide any tangible evidence that I have violated any guidelines or policies beyond baseless emails and responses like what you have just seen. They are not even giving me any opportunity to make amends or rectify the situation. I keep receiving the same automated response from them:

"
This account can no longer contribute content for the following reasons :

-- Elements of the account indicate a relationship with sellers, publishers, or other reviewers on the reviewed products.

-- Reviews, ratings, and votes were posted in exchange for compensation, such as gift cards, product refunds, review swaps, or free or discounted products.

-- The account requested free or discounted products in exchange for reviews and ratings.

-- The account was created for the primary purpose of writing reviews and ratings that violate our policies.

-- An unauthorized party may have accessed this account to write reviews and ratings.

We are here to help.

If you believe this action was taken in error, or if you have additional information you would like us to consider, respond to this email or contact us at ***************************************."

When I ask for specifics they send the same response over and over again. As a long term customer of 2 decades with many thorough and honest reviews this is acceptable. Until they can provide evidence this decision has been made in error. I will gladly amend any reviews that have violated policy but they will not elaborate further. Please assist. Thank you.

Sincerely,

***********************
Initial Complaint
Date:01/07/2023
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.
One again Amazon has lied to me about shipping my order they have had since december 2022 to get my order out. Once again today I am told they have not yet shipped.I keep getting Nasty Asians and Forieghn individuals who now have been told not to connect me to there regional supervisors or fulfilment team members. I am tired of the way Amazon does buiness! I was given a gift card to buy a set of new work boots. What they dont tell you is that the Sketchers line of boots do not run true to size.More lies!! I called Sketechers regional office and because they are made in ***** now "Quality Control is just not there anymore". Today I have tried again only to be lied to by a nasty lady from the carribean who treated me like c*** and left me on hold 11 minutes to tell me there was once again no one in fulfillment to process my order.
Business Response
Date: 01/10/2023
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 size of the item Skechers mens ******-tarlac Industrial Boot, Brown ******** Leather.

Upon checking I see that the exchange item Skechers mens ******-tarlac Industrial Boot, Brown ******** Leather with Size 11 US was delivered to you on Monday, January 9, 2023. If you are still facing size issues you can return the item for a full refund.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 01/18/2023

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:01/07/2023
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 Powered Mobility Scooter that I wanted to install on my ****** small Van. However, once the scooter was delivered and I shopped around for installation services. Came to find out that it would cost me almost $3,000 to $15,000 to install the scooter, which I could not afford. I am a 76 year old senior on fixed social security. So I started the online return process, Amazon stated that this was a third-party seller and that I have to contact them. Well, YiXi Tech, the seller stated that they will not pay for shipping the scooter back to them. The shipping charge is over $210 using the ground shipping, so I called Amazon **************** to intervene. For weeks on in, they assured me that if the seller did not cooperate then Amazon's full refund A-Z policy would kick in so I do not need to worry. After weeks of false promises, I received an email from Amazon that they cancelled the return process and closed the case already. This is not fair. They denied me the due process. Please intervene to help.
Business Response
Date: 01/11/2023
Hello,

Thank you for taking the time to provide us with additional information regarding your claim on order 114-7234339-8457005. Upon further review, we have decided to reverse our original decision and ***** the claim in your favor. On this order, you have now received a total refund of USD ****** back to your original payment method. If you paid with a credit or debit card, the refund(s) may take a few days to appear on your statement

Date of refund :1/11/2023
Amount refunded: USD ******

Thank you.
Initial Complaint
Date:01/07/2023
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 a PC desk on 12/29/22 to replace a damaged one received on 12/24/22. A retro tv stand was sent instead. Initiated a return for the product and *** picked up on January 3rd. Amazon received on January 4th. Amazon customer service agent says on January 7th that it isnt received, even though tracking shows it was received 3 days ago. *** tracking number is 1ZX30Y447800052091. Order number is 111-5446586-4240253. Refund amount is $175.59.
Business Response
Date: 01/11/2023
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 refund and return of CubiCubi Gaming Desk ****" with LED Strip & Monitor ****** L ****** Computer Desk Carbon Fiber Surface Gaming PC Table.

I see that the *** return tracking is updated as the item was returned on Jan 4, 2023. The return must be both received and processed for a refund to be issued.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, it can take up to 2 weeks for us to receive and process the return and up to 30 days in some cases. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

If you don't hear from our ************** by February 4, 2023 , please write back so we can find out what happened.

Thank you for your understanding.

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

Regards,
Pratap

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