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

59,335 total complaints in the last 3 years.
21,787 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:09/19/2022
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 august 15th I purchased a book set that stated it included a very nice chest with the item. This was for my daughters birthday party and I spent $133 on it. I could have gotten the *********************** booklet much cheaper, but loved the chest and figured it was well worth it. It was listed as new, beautiful box set. When it arrived, the books are used and damaged, no chest is included and the packaging was pathetic. I contacted the seller and they advised it was clearly listed on the product it did not have the chest included. I have screenshots of the entire site where it shows that nowhere. Even the reviews state it came with a chest, all of the photos show it, everything. After the seller was rude and accusing I turned to Amazon. The lady advised I would be refunded in full, and to keep the books, again I have the screenshots to prove this. Later, the refund disappears from my processing. I contact support again to see whats going on and they state (very rudely) to return the books and then they would refund. This is out of my pocket to return them by the way. I advised this was false advertising and they said nothing more than to return the books. I not only received the item which was fully falsely advertised, now they want me to pay to ship it back and still wait 2 weeks for a refund when now Ill have no birthday present for my daughter and no money to get her a new one in time. I have had multiple issues with deliveries not showing up, rude customer service and now this. I will be cancelling my account once this issue ever gets resolved and ensure my family and friends do the same to avoid poor business.
Business Response
Date: 10/17/2022
Hello ******,

I'************* 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 I'm sorry about the disappointment caused due to the missing chest that you expected with the *********************** years 1-7 you ordered.

I've checked and see that even though the listing shows that the item comes with the chest, your ordered the item from the seller who is selling it without the chest at a lower price. The seller already mentioned in the seller note/condition that "Condition: please note: there is no chest or outer box just the 7 hardcovers". This note is still active for this seller, "Cellarofbooks&media". I'm sorry, but we are not seeing a seller error here.

I see that the seller issued a partial refund of $32.48 on September 24, 2022 and the claim has been withdrawn.

Regarding the incorrect promise of refund without returning the item; since this item is sold and shipped by third party seller, our customer service team cannot issue or promise refunds. I've forwarded coaching request to the agent for making this incorrect promise. Their managers will review and take appropriate action.

We appreciate your understanding in this matter. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/19/2022
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 made a purchase of multiple products. Amazon Guaranteed delivery today and failed to deliver. I don't know what Amazon's definition of Guarantee is but this is false advertising and fraud. If you can't deliver on a specific day don't say it's Guaranteed. I then went to cancel the order and Amazon says they can't guarantee cancelation and that if and when they decide to deliver I have to take time out of my day to take packages to the post office return to them. So they can guarantee delivery but not deliver, but can't guarantee cancelation of a service they Guaranteed to provide and can't guarantee a refund unless I take time to fix their mistake. Is Amazon going to pay me to take time out of my day? I charge $100/hour for my time as a private contractor. Is Amazon going to pay me my hourly fee to fix their failures?
Business Response
Date: 09/21/2022
Hello ******,

I'************* 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 I understand that you are concerned about the delivery of your orders.

I've checked and see that there are 3 orders with a Guaranteed Delivery Date of September 19, 2022.

Order ID: ******************* Order Placed: Saturday, September 17, 2022 Delivered on: Monday, September 19, 2022
Order ID: ******************* Order Placed: Sunday, September 18, 2022 Delivered on: Monday, September 19, 2022
Order ID: ******************* Expected delivery: Monday, September 19, 2022

Two of the orders were delivered as promised and the third order 'Order ID: *******************' is expected to be delivered between Monday, Sep 19, 5 p.m. 10 p.m. as per the order confirmation email. I see that the order is out for delivery at 4:57 PM Carrollton US. We do not see any delay noted in the tracking. However, the package isn't delivered because of the cancellation request. This cannot be considered as delay. Hence, we won't be able to issue any compensation.

Usually for the package which are refused or cancelled after shipment, refund will be issued after they are delivered back to us. In this case, I've issued a full refund of $26.87 towards the Order ID: ******************* to the original payment method used. This refund will be processed with in next 3-5 business days.

Once processed, you'll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=112-1043926-3209017

Regarding Guaranteed Delivery Date: We offer guaranteed delivery on certain delivery speeds and select products. When guaranteed delivery is available on an order, we'll state this on the checkout page, with the associated delivery date and cost. The guarantee does not apply if we miss our promised delivery date because of an unforeseen circumstance outside of our control, such as a strike, natural disaster, or severe winter storm. Also, delivery scans might be inaccurate.

An attempted delivery on or before the guaranteed delivery date meets our delivery guarantee.

An offer by the carrier of a delivery appointment on or before the guaranteed delivery date meets our delivery guarantee.

You can find that information here:

https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

I'm sorry about any misunderstanding regarding the Guaranteed Delivery feature. We appreciate your understanding in this matter.

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/27/2022

Complaint: 18049198

I am rejecting this response because:

The 2 items were not "Delivered as promised". The 3rd item was not delivered due to cancelation. It was not delivered because Amazon failed to deliver it within the stated time and day.

Sincerely,

*******************
Initial Complaint
Date:09/19/2022
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.
On September 19th 2022 I contacted Amazon customer service rep ***** a 9:11 pm ******** time. I asked her if she could send a message or document and issue I had with the *** pickup for a return she laughed at me saying haha why don't you call them yourself you can call them yourself because it is past 7:00 where she is.. I called Amazon back and spoke to and alleged supervisor named ***** at 9:51 p.m. ******** time. she told me that they have no communication at all with *** and they could not send a memo or a complaint or any communication at all regarding the pickup that never happened with ***.. they were rude and unprofessional and still did not answer my question. I find it hard to believe that they pay for a service for *** to pick up and deliver packages but they have absolutely no communication with ***. I need answers immediately.
Business Response
Date: 09/21/2022
Hello *******,

I'************* 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 I'm extremely sorry about the disappointing experience when you contacted our customer service regarding a return pick up.

I've forwarded a coaching request to the previous agent. Their managers will review the phone call conversation and take appropriate action.

Regarding the communication with *** for pick **** I've forwarded your feedback about *** to our shipping department--I know they'll want to hear about your experience.

We're aware that our choice of delivery/pick up services reflects on our business as a whole, and we appreciate your feedback.

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/27/2022

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:09/19/2022
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 bought Crosman copper coated BBs. I wanted 3 bottles, they sent 7. In transporting, by the time they got to me, the box they came in had been bashed a lot and 4 of the seven bottles of BBs where busted beyond recognition. I tried to call to let them know tht I almost recieved a lease violation and that the containers were too damaged to send back since they were scraps and that nothing was left to send back they asked me to send back everything, i want to keep three bottles and the bb gun extra magazines and laser sight. This is when they decided To hang up on me. I called back and tried to inform them i wanna keep what was not broken.I want my refund for the whole package since i cant get compensation for the lease violation
Business Response
Date: 09/21/2022
Hello *******,

I'************* 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 I'm sorry about the damaged items from your package.

I've checked and see that the 7 bottles of Crosman Copperhead 4.5mm Copper Coated BBs In EZ-Pour Bottle For BB Air Pistols And BB Air Guns were ordered and hence the 7 bottles were sent.

While we're unable to refund the entire package due to the other items that were damaged, we can arrange for a refund for the 4 damaged bottles.

To accommodate the refund, please send us the pictures of the damaged bottles and the package along with shipping label.

We appreciate your cooperation and understanding in this matter. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com

Customer Answer
Date: 09/28/2022

Better Business Bureau:
They contacted me and we were able to resolve te issue. With that being said,

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:09/19/2022
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.
Called them in regards to a order that I did not receive they have been delivering packages to someone in my neighborhood that apparently is keeping them. Amazon will not refund my money. I have video of them pull-up the delivery driver gets out goes somewhere and my orders say delivered I have video surveillance all around my home Amazon driver never came to my home its almost 200 dollars worth of stuff. This has only happened since *** moved into this neighborhood. I told them this and they said we dont offer refunds for orders delivered to wrong addresses. That I should have my packages delivered to a different place where there are not so many homes.
Business Response
Date: 09/21/2022
Hello ****,

I am Vijay from Amazon BBB Escalations Team.

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 recent shipments. We have fully investigated this matter, including with the delivery carrier who delivered the package. 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 indicate the item as delivered:

- the timed geocode stamp of the delivery location;
- information collected at the point of delivery; and
- the package weight and reported condition upon delivery.

Accordingly, based on our investigations, we wont be able to provide a replacement or refund for this order at this time. If you think that someone has intercepted your item without your permission, this is a crime, and you may wish to contact your local police authorities to pursue this matter further.

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.

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 the *** to the online police report or the following information:

- ********** report number regarding this incident
- The name of the related station
- Crime Reference Number/*** of report/Reference number provided

Please contact us back when the police report is complete. We are unable to accept police reports that are in pending or any other incomplete status.

Amazon.com is not able to resolve shipping problems after delivery, as outlined online 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. We advise you to contact the carrier as well as your local authorities if necessary in order to pursue this matter further. We also recommend that you consider selecting a more secure shipping address, such as your workplace, in the future to avoid further problems.

I hope this information helps. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/19/2022
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.
Hello,I've been a loyal Amazon Prime customer for years, my address has never changed and I live in an older lower income apartment. As such, I have delivery instructions to not leave any packages unattended and to call me before each delivery. This is to ensure, there are no missing or unaccounted for packages. I recently ordered an item (cordless air pump) from Prime for around $80 CAD and a few days later the item was marked as delivered BUT sent to the wrong address. I live in Surrey, the tracking info provided shows it was delivered in *******. So I called Amazon to report the mistake. They told me to wait a few days and see if the package arrives before calling them again. Later that night, they sent me an email saying that they have "closed [my] account because [I] have consistently asked for multiple refunds for a large number of my orders." I have refunded items before in the past but never had a warning, issue or message from Amazon regarding any policy being broken. Its always been smooth. Furthermore, the delivery instructions for the drivers was clearly to avoid losing packages to theft, negligence etc.I understand mistakes and confusion can happen but after going back and forth with their account specialist via email, and clearly outlining the mistake with the tracking info, they replied that after an "indepth" investigation, my account would remain closed and I could no longer reply or expect replies to my inquiries; My missing order would not be refunded. They just charged me my membership fee recently too and haven't really given me a satisfying explanation as to why they chose to go this way. I feel robbed and bullied.At minimum, I'd like my refund for the item that I've paid for and that was delivered to the wrong city and possibly an explanation as to why they responded to me this way when I've always had a good relationship with them. At most, I'd like my account reinstated. Thanks for your time, ***********************
Business Response
Date: 10/17/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 17 October, 2022 confirming account reinstatement.

Sincerely,

******
Amazon.com
Initial Complaint
Date:09/19/2022
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 had requested refund for items not received, advised them I did not receive items several time, when account notified me that it was delivered. They refused to replace or refund anything. I asked for help from BBB but they cancelled my account with no further refund or replacement. In total my items were over 200.
Business Response
Date: 09/28/2022
Hello,

We have denied the customers request for a refund.

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 20 September, 2022.

Sincerely,
Amazon.com
Initial Complaint
Date:09/19/2022
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 order 3 items on the 18th. The guaranteed delivery was on the 23rd. Its for a refugee family. I confirmed it would arrive on Friday. Today I get told it won't be here until the 29tj. Amazon has ignored my request to expedite it. They have tried to gaslight me and when I show them the email proving it should be here Friday they ignore me. They clearly have a problem with Cubans and are trying to lie and discriminate against them. I would like the mattress here on Fri as PROMISED and a 50% refund due to the hassle/lies/indifference
Business Response
Date: 09/21/2022
Hello *****,

I'************* 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 the order you mentioned. I see that a member of our executive customer relations team has already responded regarding this issue.

This order is placed free shipping, the shipping speed hasn't been expedited and you are not charged for shipping. As per the confirmation email, one of the shipments is expected to be delivered between Wednesday, September 28, 2022 - Thursday, September 29, 2022 and the other shipment is divided into two shipments, but they are still expected to be delivered on September 23, 2022 as promised.

The email confirmation sent on Sunday, September 18, 2022 at 4:59 PM (PDT) shows both delivery dates and the time has not been changed. We are not seeing the delivery dates as appears in the screenshot you have provided.

We're not seeing any delay or change in delivery dates for this order. Hence, we respectfully decline to issue any compensation regarding this.

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/27/2022

Complaint: 18048309

I am rejecting this response because: again your are NOT listening and on top of that i tried to cancel the order 5 TIMES AND WAS TOLD NO....AMAZON IS LYING AND DOESNT CARE I WANT A FULL REFUND!!!!!!!!!!!!!!!!!!!

Sincerely,

*************************
Initial Complaint
Date:09/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have ordered thousands and thousands of $$ of stuff on Amazon MX in the past few months. I have several issues. It is IMPOSSIBLE to get help. I've lost money by receiving incorrect products and no one will help. Amazon US can't see the orders. Amazon MX act like they are not even amazon. It's a nightmare. Right now I need a sofa replaced because they shipped a sofa and loveseat in two different colors. They are in a clients home and the process to get it replaced is not acceptable. I had another order for 2 items that sat for a month with nothing happening and no one could help with any status. I made at least 20 phone calls and nothing. I order from Amazon every single day. I need help with this. I'm very angry that I spend so much money and when I have a problem, I can't get help. I hardly every complain about anything with my orders. When I do, I should get help. I'm in ****** now and in a real bind. Please call me ************
Business Response
Date: 09/21/2022
Hello *******,

I'************* 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 I'm sorry about the issue with your orders from Amazon.com.mx.

As our customer service team mentioned earlier, issues related to Amazon.com.mx orders are handled by Amazon.com.mx customer service. You need to escalate this to them. We do not have access to the Amazon.com.mx orders.

You can contact them directly at:

https://www.amazon.com.mx/gp/help/customer/contact-us

We look forward to seeing you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/19/2022
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.
On September 15th, 2022, I got an email from Amazon saying that my account has been closed: 'After a review of your details, we have determined it is necessary to close your Amazon.com account'. I have no idea about what happened to my account and thus called amazon a couple of times but nothing helped. I uploaded my billing document as required but received no reply since then. I'm really disappointed about this experience, although I have been using amazon for more than 5 years. What's worse, I was charged the prime fee even after my account was closed. I don't believe that Amazon can close a customer's account without reason and want Amazon to reinstate my account.
Business Response
Date: 09/28/2022
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account may be using our site to engage in fraudulent activity.

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 09/28/2022.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,

Mark
Amazon.com
Customer Answer
Date: 09/29/2022

Complaint: 18048169

I am rejecting this response because:
fraudulent activity? I have always been using my own credit card and gift card with purchase receipt when I shop on Amazon. When I log into my Amazon account, I was asked me to upload the billing document in the system and that's exactly what I did. I'm attaching my billing statement in this complaint as well. I'm really surprise that amazon can close someone's account without any reason and even if I provided evidence. How ridiculous and unprofessional your Amazon associate was. I'm willing to provide any additional document if amazon request.

Sincerely,

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

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