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.
21,782 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:12/26/2022
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 tried to purchase a digital $100.00 gift card from Amazon yesterday, using my Amazon **** card ending in ****. Each time I use this card, the purchase adds to a credit I get that is good for future purchases from Amazon. The site would not allow me to use the card. I ended up using a different card for the purchase, but today, I'm getting messages urging me to finish the purchase with the card. Furthermore, the site will not let me cancel the purchase. I can archieve the purchase, but that won't make it permanently go away.Additionally, because I couldn't use the Amazon charge card, I missed out on a nearly $7.00 discount.
Business Response
Date: 12/27/2022
Hello *******************************,

I'm Arun 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 the complaint and understand your concern regarding the Amazon **** card.

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

I've checked and see that the payment was soft declined for the 1st order using the Amazon **** card.

Also, A charge can fail for many reasons, here are some things to check:

- Have you entered the credit card number correctly, without any transposed digits?
- Have you entered the correct expiration date? Has the date expired?
- Have you entered the billing address and phone number that match those associated with your credit card?
- Have you exceeded your credit limit?
- Has your credit card recently been reissued with a different credit card number and/or expiration date?

Or even the bank server does effect the payment process.

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

Regards,
Arun

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.
My amazon account was randomly placed on hold after I made an order on the 15th of December this year. I have been in contact with Amazon since then and I complied with exactly what they asked for, and an account specialist assured me not to worry and that the account will be fixed and my order will be shipped before christmas, and that I should wait for a call or email and follow the instructions. I got no email or call at all, and I kept calling everyday leading up to Christmas to ask what they need from me and they kept telling me "nothing else is needed" and that I should just wait. It's now the day after christmas and my son has cried yesterday because I gave him a gift card and some cash instead of the gift he asked for; a mini fridge which i ordered. It was embarrassing and annoying and Amazon has officially ruined my family's christmas and I'm very upset. I've compiled a bunch of screenshots and phone records and at this point i'm ready for litigation because for such a huge company they clearly spend little to no money on customer care specialist, not to mention every specialist I speak to happens to be indian and barely understand me, I guess **** is saving money by hiring indians but it's at the expense of the american consumers when we have a problem.
Business Response
Date: 01/08/2023
Hello ***********************,

I'm Arun 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 checked and see that the appropriate team has requested information in order to assist you further.

Please help us with the details.
Regards,

Arun
Amazon.com
Customer Answer
Date: 01/08/2023

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:12/26/2022
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 bought a computer to be delivered a few days before Christmas and it still hasn't been delivered. I contacted customer service and they can't tell me when it will be delivered.I paid more for this computer to receive it before Christmas and I didn't receive it.Not delivering this computer to my wife on Christmas Day brought me great frustration.
Business Response
Date: 12/27/2022
Hello,

I'm Naveen 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 email and completely understand your disappointment with the order ID: *******************. I am sorry for the delay caused by the seller and carrier.

I understand you need the item sooner, I am sorry that we do not have the option to manually get the item delivered sooner from the carrier. I see that seller is working with the carrier on this. Also sorry that we do not have the option to provide discount or issue partial refund. Please wait for the item to be delivered, if you do not wish to wait more, you can inform Fedex to return the item back to seller or inform seller to stop the delivery.

I will take this as a feedback on seller and we will work on improving our services on seller orders. Thanks for your patience and understanding in this regard.

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

Regards,

Naveen
Amazon.com
Customer Answer
Date: 12/27/2022

Complaint: 18640113

I am rejecting this response because:
When will it be delivered? Most importantly you didn't answer.

Sincerely,

**************
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'm sorry for the delay in the delivery for the order.

I've checked on it and I can see the order shows delivered on Dec 30. I noticed a return is also initiated. If the order is not received or you need any further help, please let us know, we'll be happy to help you with that.

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: 01/18/2023

Complaint: 18640113

I am rejecting this response because:
I still haven't received my money back.

You were late to send the products and now you are late to return my money.

1. When will my money be refunded?

2. Will you reimburse me for this inconvenience?

Sincerely,

**************
Business Response
Date: 01/28/2023
Hello,

I am Naveen 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.

We are sorry that seller has delivered the item late on Friday, December 30 2022. We do not have the option to manually issue the refund, I see that return has been created on December 30, 2022 at 1:08 PM (PST) once the item is returned to the seller by carrier, seller will check the returned item and issue the refund.

Please wait for the item to returned to seller for the refund to be issued. We wont be able to reimburse in this situation but I've forwarded the details to concerned team to determine what went wrong, so that we can take necessary measures for future orders.Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us.

I hope you'll give us another chance. Thanks for your patience and understanding in this regard. We look forward to seeing you again soon.

Regards,

Naveen
Amazon.com
Customer Answer
Date: 02/06/2023

Complaint: 18640113

I am rejecting this response because:
I have been without my money since 11/12.

I already returned the item at **** as you asked (see receipts).

And I still haven't received my money back.

I do not have control of a third-party service that you hire. I bought it on the Amazon website.

When will I get my money back?

Sincerely,

**************
Initial Complaint
Date:12/26/2022
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.
So I purchased an item (zanogi 360 Photo Booth machine and accessories) from Amazon on November 7, 2022. For the amount of $1,817.94 (order number 114-2054907-1996206) Then on November 13, 2022 I decided to return it because I changed my mind, an associate from Amazon schedule a *** pickup.They picked up 146lbs package on November 15,2022. Since then no more information was provided. So I contacted Amazon customer service since the first week and they told me they see that *** picked up the item, but was in a facility on November 15, 2022. But I have to wait up to 2 weeks. Past this time I contact them again but once again they told me it can take a while to arrive at their returns center. Estimated time will be December 14,2022. So I contact them on that they just to been told. Contact tomorrow and we will refund you the money. I contacted them the next day they told me they need to investigate because I havent got my refund, they sent me a form, I filled out with the information they asked. Then the answer was. Its been more than 30 days and we cant help you with that. (All this was via chat and email thats the pictures Im attaching) so I was so frustrated so I start calling customer service but they told me, they dont see on their end that the item was picked up but they can see it on the *** site but that wasnt enough because it could be an error. I claimed it (since Amazon didnt wanted to do it)at *** and they did the investigation but now they told me only Amazon can get in touch with them on how to get the refund for the package since they provide the return label. But Amazon (customer service) told me they cant contact them until they have a receipt from *** where it shows the item as a received, which I cant get it since was a pickup item and they told me they do not provide a receipt. I really need your help please. Thanks in advance!
Business Response
Date: 12/26/2022
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 the order was never received by Amazon as per the tracking information available both on Amazon as well as ***.

In this case, its the responsibility of *** to investigate and take appropriate action in this case. Please get in touch with *** to inquire about the claim status.

We do not have any option to followup with *** as the sender of the package in this case is not Amazon.

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.
*****************************
Initial Complaint
Date:12/26/2022
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.
ORDER # ***-5965795-8408257 was left on the ground outside the property - not near the front door (that is almost 100 feet away) and not on the porch as stated in the tracking. issue #2 is how the items were packed: everything was thrown into a bag. The bag contained food (chocolate chips), medicine that is merely powder wrapped in paper in a cardboard box (Goodys), medicine in a plastic bottle and Windex.The Windex refill has a s**** on top that was not taped shut but the spray bottle inexplicably had tape across the non-screw off spray head. The refill bottle was partially open en transit and everything in the bag was soaked in Windex. Amazon.com order #***-87***77-3780245 was not delivered. Emails sent repeatedly were ignored until finally "********" (no last name) replied in the name of Messrs. ***** ******* to say that he could do nothing without more specific information about the food and medicine damaged by Amazon's tossing them in a bag full of uncapped Windex - although I had provided those details and a photo and although as I had explained Amazon ABANDONED that parcel on a public sidewalk where I found it but had not delivered it by handing it to me or leaving it in a safe place, e.g., the front porch, where Amazon has left hundreds of other parcels.
Business Response
Date: 01/13/2023
Hello ******,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order delivery and packaging.

I've forwarded the feedback to the concerned department for future improvements. I see that the order has already been refunded.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:12/26/2022
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.
My order number is 114-7193885-5777043. I placed the order on 12/09/2022. The order total was ******. I ordered a Doona Car seat/stroller it was supposed to be delivered on the 17th. On December 12th they marked the package as undeliverable and said that it must be returned and until they receive it back I will not receive a replacement or a refund and it will take 30 days. I didn't return the box I wanted it, they damaged it and sent it back and won't send me another 1 or give me my money back. It was a week before christmas and they have over 500 dollars and won't return it to me. I called customer service multiple times, they believe it or not offered me absolutely nothing to resolve it They didn't even try they just listened and kept repeating the policy that they can't give me another 1 or my money back until January 11th.I DIDN'T RETURN THE *** SEAT!!, they damaged it and sent it back to themselves and until their wear house receives it back I get nothing I don't understand why it takes a month I want the car seat!!!!!Thank you
Business Response
Date: 01/13/2023
Hello *********,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

I've checked and see that a full refund of $511.50 was issued to your gift card balance.

You can view your balance and usage history in Your Account here:

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

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 01/19/2023

Complaint: 18639848

I am rejecting this response because:

Yes I did FINALLY received the refund, but due to your neglance and policy i had to go without the gift and money for Christmas. The way i was treated and all that happened is completely unfair and what makes it worse is nobody from Amazon cared or helped me at all.

Sincerely,

*******************************
Initial Complaint
Date:12/26/2022
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 3 cars from Amazon they first they were late on delivery and then they were missing parts I tried to get a refund and Amazon refused to give me a refund I spoke to a manger named **** that told even though this was a Christmas present that I had to wait for the third party seller to respond but Amazon is the company the money was paid to
Business Response
Date: 12/27/2022
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 the seller is willing to ship you the spare parts as per the latest correspondence from the seller.

This and other email correspondence you've had with a seller is visible in Your Account under ************** (************************************************************************). There, you can receive attachments from the seller, view past email history, and reply to seller emails.

If the seller doesn't provide a favorable response or takes appropriate action, you can ask for a return label for the incomplete set to be returned. If seller doesn't respond to the return request, you can go ahead and file an A-to-z guarantee claim.

For submitting an A-to-z Guarantee request:

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

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.
*****************************
Initial Complaint
Date:12/26/2022
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 decb 15th purchased a sound system, they received the unit on 17 they had it and i see no refund yeat every time i call is a different story $636.86 they going to refund this has been going on for 2 weeks and i have no email notification of refund as of decb 26th this is the 3rd time i had issues llike this had to file a charge off this people are a b unch of thieves and liars
Business Response
Date: 12/27/2022
Hello ******,

I'm Pratap 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 the complaint.

I've reviewed the complaint and understand your concern regarding the refund for the return item ******* HW-S800B/ZA *****ch Soundbar.

The return must be both received and processed for a refund to be issued. Once the carrier has received the item, for most items it can take up to 2 weeks for us to receive and process the return and up to 30 days in some cases. You'll be notified via email once the refund is processed for the item. If you haven't been issued a refund by January 21, 2022, please write back so we can find out what happened with your return.

Thank you for your understanding.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,
Pratap
Initial Complaint
Date:12/26/2022
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.
I ordered a case of toilet paper from Amazon. on Dec 5 and it was supposed to be delivered to my home on Dec 12. The post office marked it out for delivery on Dec. 12 but it did not arrive. It hadn't arrived by Dec 14 so I called Amazon **************** and spoke with a very nice lady who said she would send a replacement. No mention that I would have to pay for the first one if it arrived! Said that she wanted to do the right thing for me as a valued customer. The 'lost' item was delivered on Dec 16 ( after Amazon contacted the ************ ) I tried to cancel the new order but was unable to. I am now getting multiple emails from Amazon demanding that I take the first order to the *** store to return it. I am 71 years old, it's Christmas time and I am unable to get that huge box into my car to take it anywhere. I was never told to send it back!! I got emails from Amazon on Christmas day demanding that be returned immediately. This is just bad service and a bad way to treat a 20 plus year customer. Order is #*******************
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 you are receiving email reminder to return something that you were never asked to. I'm sorry for that.

I've reported this issue to our team for necessary action and have taken care of that return for you. Please ignore the return reminder emails. You are welcome to keep it. You will not be charged and not required to take any action now. I'm sorry again for this hassle.

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
http://www.amazon.com
Customer Answer
Date: 12/27/2022

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:12/26/2022
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.
Order number 113-9679372-2753009 Purchased eyelashe glue that gave me an allergic reaction. Amazon had this item listed as returnable in 30 days but once you purchase that changes to non returnable and I can't use this item! Falsely advertising
Business Response
Date: 01/06/2023
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 #***-9679372-2753009. Upon checking I see that a full refund of $7.07 has been issued to your original payment method on Tuesday, December 27, 2022 at 10:56 AM (PST).

Refund confirmation email was sent to your email address on Tuesday, December 27, 2022 at 3:15 PM (PST).

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

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