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

59,493 total complaints in the last 3 years.
21,511 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:12/27/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
SYNC/AMAZON is reporting me with a closed account back in 2017/2018 that shows negative information. that information is not mine.
Customer Answer
Date: 01/02/2023
In regards to complain ID ********, Please, removed it.
I have already spoken to Amazon and the issue was resolved.
Thank you
Initial Complaint
Date:12/27/2022
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 December 25 I realized that one of the toys I bought for my child was defective so I went to my orders and requested a replacement. The following day (today) I dropped it off at an Amazon locker. Hours later I realized I made a mistake and instead of a replacement I figured a refund was more proper so I contacted customer service and asked if I could get a refund and cancel the replacement. Mind you nowhere in my inquiry did I ask the agent to cancel the replacement prior to getting authorization for my request which is exactly what they did. They canceled the replacement. They said someone was going to contact me in the following ******************************************************************************************************************************* by Amazons failing customer service it's been all c*** to get me off of chat. I received four different emails from four different customer service reps that were oblivious to the issue. It's exhausting having to repeat myself over and over again my issues never get resolved. I went to my orders to check the status of my refund and someone at Amazon canceled my return request so now there's going to be no trace of my return when the fulfillment center warehouse receives it. I would like a refund ASAP.
Business Response
Date: 12/28/2022
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 returned order. I'm sorry for the inconvenience caused.

I've reported this issue to our team to get this checked for necessary action to avoid it happening again. And I've issued a refund of $39.95 on your account as the gift card balance. It will be available within 4 hrs on your account.

Please note; I had to refund this amount using a random order from your account. When this refund is completed. you will be receiving an email with a random item name. Please ignore those details. The end result is the refund of $39.95 on your account. Thank you for your understanding.

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
*****************************
Initial Complaint
Date:12/27/2022
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.
Dec ***** 2022 I places a order with Amazon and they refuse to issue a refund or to resend my items. 6 items where marked as delivered to a safe place with no other info or pic showing where the driver left my package/packages... This has happened on a few other occasions and I've received replacements or refunds with no problems except for one time when I had to file a police report.except for one time when I had to file a police report now apparently as of September. Now, apparently as of September 2022 they have something called "Risk of Los" which I assume doesn't hold Amazon responsible for refunding, or replacing my items. refunding or replacing my items. I do not think this is fair. I need someone to help me with this situation please and thank you.
Business Response
Date: 12/28/2022
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 your order has been refunded by the customer service department.

Order ID: *******************
Total Refunds: $95.69

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 01/09/2023

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:12/27/2022
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 purchased a vacuum cleaner with my capital credit card. I returned item for refund. Instead of refunding it to the credit card that was used, they gave me gift card. Called customer service with no resolution. I'm having to pay interest on a credit card for which purchase was returned. No one should be forced to spend at their website. I'm an Disabled elderly person. I'm sure this is wrong to hold someones money for their gain.
Business Response
Date: 01/24/2023
Hello,

My name is *****, and I am a member of the Amazon Account Services
team. I am writing regarding a Better Business Bureau (BBB) complaint
that was filed on your behalf.

We received your email about the credit card dispute you filed on Order
114-5652252-3337044.

To correct this problem, we have removed the Gift Card you received for
returning this order and have asked your card issuer to close the
dispute in your favor.

You should have received a refund of $165.23 on your credit card.

We are sorry for any inconvenience. If you need more information about
the dispute or the credit card refund, please contact your card issuer.

---
*****
Account Specialist
Amazon.com | Amazon Disputes Team
Initial Complaint
Date:12/27/2022
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.
Amazon Delivery man damaged glass on my storm door On Nov. 27, 2022. These are the facts:1. Package was neither light nor small. In fact it has hard edges supported by an aluminum stand. On prior delivery of the same product on Nov. 23 2022 (Order # ***-8445434-5769869), there is a pic of the delivery between the storm and front doors. Also, it barely fits between these two doors.2. Amazon delivery picture of Nov. 27, it shows there is one or more packages laying in the step leading to my door, which is extremely unsafe especially at night. It is probably against Amazon rules to place other delivery packages in any way that can cause the delivery man to stumble and cause an accident.3. In addition, delivery man failed to post package delivery, including the pic, in the Amazon web site until much later, time to be determined.4. I reached Amazon customer support about 10 minutes after hearing the commotion, at 9:20 PM, to complain about the broken glass and after speaking to an Amazon associate, I took a pic of ***************** at 9:35PM. For the past three weeks, I have called the claim assessor several times *************) and left my telephone number twice and I also have called the claims number ************ several times without success. Today, my call finally went through but the person answering the phone hung up on me when I asked to speak to the supervisor. She insisted I wait until Monday (2 weeks after the incident) to get a link for an appeal or call them back if that did not happen. All in all, I am surprised by the rudeness of the Amazon claim department and how it fails to follow any protocol. I have several emails from Amazon customer service for the past several weeks and nothing happened.I have not been able to get a quote of the damages.
Business Response
Date: 01/09/2023
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. We have carefully examined the details of your property damage claim. Based on our investigation, there was insufficient evidence or documentation to ***** your claim.

We do not have any evidence to show that Amazon was the direct cause. The package was so light it would not have caused these damages and we have no evidence showing that it did. We are conscious that this may not be the response that you were looking for, but we hope you understand the reasons for our decision.

Well continue working with all of our carriers to drive improvements for our customers. We will continue working hard to ensure that you receive accurate service, and to minimize the chance of any issues like this occurring again for your future orders.

You can reach ARC to follow-up on the status of your claim, provide updates or new information, or to speak with an adjuster directly using the information below.

ARC Phone: ************** (tel:**********) (8:30AM - 7PM EST, M-F)
********* Number: AMZ **********

Kindly call on the above mentioned phone with the claim number.

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
*****************************
Customer Answer
Date: 01/10/2023

Complaint: 18642998

I am rejecting this response because:

Sincerely,

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

Amazon claims package was light and/or small. It is not, it has sharp edge and it contains a stand that is about 1 lb. Second, the delivery picture from Amazon shows another package that lays in my step (see lower right side). At night and with low visibility, Amazon delivery man most likely step on it and fell and broke the storm door. How is that the door was broken, otherwise, within minutes of my opening the door and calling the Amazon.
Initial Complaint
Date:12/27/2022
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.
Amazon charged me today extra $22.62 right after I cleared *** car they will remove canceled orders and don't want to refund extra charge. See pictures attached. And order numbers. I pace 2 order one for $ ***** and $ **** but there was an extra charge today 12/27 at the same time see bank stamens sent to Amazon hy email. They need to reimburse all fees plus prime membership payment and cancel my account as I requested several times. The wanted order from 25, which I sent but they still don't solve my problem. Another vendor Qkissi, cannot refund because I canceled Original payment method account Amazon doesn't help.Order ID: ******************* CountProduct Name and ASIN 15PCS Neck Wrinkle Pads, Anti Aging Moisturizing Gold Firming Neck Patches Skincare Beauty Patches Neck Wrinkle Removal Firming Pads Fine Line Prevention ****************(White)ASIN: B0BF9J4J1V they email me but do not send refund as form of check or to my new bank account in amount $ 12
Business Response
Date: 12/28/2022
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.

Upon reviewing the complaint I see that you are referring to the multiple charges on your Amazon account.

I'll help you in explaining the charges, all the charges you are seeing on the bank statement are authorization which are on hold and you'll be charges at the time order ships.

The charge of $7.48 is for the item Nail Gel Polish Starter ***************** of ***** at Home .

The charge of $22.62 is for the item *************** 360 Lipo ****************** Surgery Liposuction Waist **************** for Lipo Recovery.

And regarding the refund for the item 5PCS Neck Wrinkle Pads, the concern team already process refund back to your original payment method.

As you mentioned that your account is close you can contact the bank they will help you in transferring refund amount to your related account or issue in the form of check.

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
*****************************
Initial Complaint
Date:12/27/2022
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 purchased quite a few items for on Amazon for Christmas. All items but 2 were delivered on the order. I received a notification that one of the items was delivered but when I checked my porch it wasnt there. The second item was never delivered and shows that it was delayed. When I called Amazon about the first package stating it was delivered I was told it was a mis scan and it will arrive on dec 24. I felt like she was lying so I reordered it and paid for same day shipping. Thank god I did because it did not arrive. When I called about both items I was told I could not get a refund for the item that shows delivered even though I didnt receive it. I also requested a refund on the second item and was told it I receive I will need to send it back or Ill be recharged even though I was suppose to be here 7 days ago. I paid for the item and was suppose to get 2 day shipping yet I need to pay full price or not even be offered any kind of incentive? Nobody apologized for the delay or me not receiving my item. I talked to supervisor ************** who claims he couldnt send an email while on the phone, he also proceeded to antagonize me which did result in me being extremely disrespectful. He told me he wouldnt give me my money back. He did not try to control the call nor help and made statements like do you think I will get mad and laughed on the call when I was upset! I want my money back and Im canceling my showtime subscription, paramount subscription and prime subscription immediately. Im tired of paying Amazon and getting extremely poor customer service and not receiving my stuff! My order number is 114-9649470-8417817. The item I didnt receive is the punching back with stand and the item delayed is the xnature essential curved boxing mitts. I called and spoke with ******* who refused to give a last name initial as well and she was no help.
Business Response
Date: 01/10/2023
Hello ********,

I am Raman 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 see the concern that you have shared with your orders and have looked into the matter in detail. We regret any aggravation or misunderstanding when you reached us on the issue.

The information that you received was correct, we will not be able to issue a refund or a replacement at this time. Based on the results of our investigation, we aren't able to provide a refund for this order at this time.

Based on the information provided by the carrier, we're able to confirm that your ITEMS was delivered with the same package weight and dimensions mentioned on our website.

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.

We recommend you to consider a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

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

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 01/18/2023

Complaint: 18642708

I am rejecting this response because: how tf do I choose a better place for my packages to be delivered when your driver doesnt follow directions? Your driver ignored a sign that shows where packages should be left out of sight. Its no problem though. Ive already cancelled all of my subscriptions through you and deleted the app. I will never spend another dime with Amazon as long as I live. I pay for my channels directly and I will spend money on gas before I ever spend another dollar helping pay the salary of incompetent fools!

Sincerely,

*****************************
Initial Complaint
Date:12/27/2022
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 purchased an item called boomerang hover ball I noticed that the ball was defective once you recharge it fully I turn it back on it shuts right off. I wrote the seller called BIAOLING to correct the issue . They sent me another email stating what is the order number I sent it to them and I never gotten another response. I wrote them again to get an update and never gotten any information. I contacted amazon to send a message to the company to get a understanding of whats going on they said they cant supposedly contact them I told them thats funny because I was able to contact them on Amazon through the message center. I dont understand why Amazon deals with third parties but dont want to help when the third parties have issues with their products. It seems like amazon dose not want to hold the third parties accountable. Amazon is telling me they want me to send the product back. Im guessing but it again. Thats to me silly because there is warranty on the ball through the seller I just bought it I want the seller to respond to me and send me my replacement. I want Amazon to work with me not against me. Having reps lie and say there giving me a replacement and did not even put it in that is not business . Order number Order # ***-5188342-3732269
Business Response
Date: 12/27/2022
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 boomerang hover ball order. I can see the seller has responded to your message and requested for the address for the replacement. I also noticed that you have already shared the same with them today.

Please note that the seller may take upto 2 business days to respond to any message sent to them. I request you to please wait for their response for this replacement. If the seller isn't helpful further or you feel you need a refund instead, please return this item within 30 days from the date of delivery. Once we receive it, a refund will be issued on your account.

You can mail your package back using the return label provided in our ********************* (*************************************)

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
*****************************
Initial Complaint
Date:12/27/2022
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 spent hours on the phone and on Amazon's chat trying to resolve an issue but I was not successful. I refused the delivery of an order I had been trying to cancel (20 qty of the same item, 10 boxes total) prior to shipment via chat numerous times. I asked the delivery driver if it was possible to refuse it. He accepted and didnt deliver the items as requested (never took them out of the Amazon Van). The tracking was all sorts of convoluted throughout. Anyway, it turns out it was marked as delivered and only one box (2qty) appeared to be refused. I didnt receive a refund for the $1800 worth of refused product because they think it was delivered (only learned this today after the chat told me to wait for a couple more weeks which led me to call, instead). Theres no picture of the delivery and I only have the first name of the driver based on the phrase signed by *. I have relentlessly tried reasoning with supervisors and they said theres nothing they can do since I apparently waited too long (just over 45 days as I thought the holidays were the reason behind the delayed refund). I initiated a chargeback through Chase as I have no other possible option. The order number is 113-8846683-9821806
Business Response
Date: 01/10/2023
Hello *****,

I am Raman 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 see your concern on the return of your Order ID: ******************* and have reviewed the order in detail. We regret the delay and misunderstanding on this issue.

We have reviewed the matter and see that we have proof of 8 of the packages being sent back to Amazon. We need the items top be received and confirmed before a refund can be issued.

In this case, in line with the information available., we have issued you a refund of $1599.84 ($199.98 on Sunday, November 13, 2022, 5x$199.98 on Tuesday, December 27, 2022 and 2x $199.98 on Tuesday, December 27, 2022).

You should see the refunds on your original payment method within 3-5 days of issue.

We appreciate your feedback and have forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

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

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:12/26/2022
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.
To start, I have had this account since February of this year. Within this short amount of time I have made around 100 orders of many prices, I bought everything on Amazon. According to Amazon two or three of the orders were reported lost or missing. When I saw that I did not receive the items my first option was to message Amazon to see what happened. They offered me a refund, of course I took it. On one of my most recent orders, which was a pretty hefty price, seem to have not been delivered to me. This is almost impossible because the item requires a signature from me. I'm familiar with this method of delivery because 2 weeks prior to that order I ordered a $900 item and I signed off for it. When I asked Amazon Logistics about this, they said that the signature may have been signed by someone who was not me and either stolen or kept by them. This time they offered me a refund as I did not need this item anymore since it was already replaced with other methods. They have also not warned me once that if this "refund" went through they would block my account. Of course if this was the case I would just take the $300 dollar loss (I know it sounds ridiculous even typing it out, but I really needed this account). Not only this, but I just recently opened a credit card with amazon and they promised me credits on the account, now I will not be receiving this credit because of the closure of my account. To conclude, I believe that this closure of my account was unfair and I was not given any type of warning to warant this type of conclusion to my account.
Business Response
Date: 12/27/2022
Hello ********,

I'm Raman 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 have researched your complaint but wasn't able to find the Account you asked about using the information provided. The phone number or email did not help locate an account currently on hold.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with a full order number for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

Regards,
Raman R.
Amazon.com.
*****************************

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