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

59,382 total complaints in the last 3 years.
21,609 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:12/16/2022
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.
On December 16th, at approximately 3pm, I placed Order #***-3538519-1091427 for a Bugani wearable headset that had a sale price of about $30 dollars. I had a gift card for $42 with Amazon so I used that to cover the price since there was no shipping charge. There was a ticker clock counting down that I had about 16 minutes left to place the order. This is how I know I had a limited time to complete. I finished with about 12 minutes left, because I read some item details as well. when checking my email at 9pm I see my order wasn't shipped due to pending payment. I don't owe any payment because I used my gift card. I want my headset shipped! All of the customer service reps were rude and tried to explain their version of events.
Business Response
Date: 12/18/2022
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 gift card balance wasn't sufficient for the order as the price of the item was $69.86. More was required from the payment card in your file. Unfortunately many attempts failed to charge your card and as a reason, the order got canceled. The order total you see is $31.66 which needs to be covered by the card you use. Other amount $42.39 will be covered by the gift card balance.

While I understand your disappointment, we do not have an option to reinstate the order.

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:12/16/2022
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 an item on Amazon on December 10, 2022 using the "Prime" option, because I needed this item urgently. Ordered on December 10, 2022 Order# ***-6169227-5347463 And Amazon committed to deliver it on December 12, 2022. Today is already the evening of December 16, 2022, but I still have not received the goods, emails, refunds, or explanations from Amazon . I called *********************** emailed, tried to cancel the order, get my money back (refund), but Amazon did none of the above.I think that this is fraud, deceit, mockery and cynicism on the part of Amazon towards **** ask the BBB to help me resolve this issue and advise me on the best options (sue *********************** report to the police, write to the **** etc.), so I suffered moral harm and damages due to my failure to fulfill my obligations to another human... And I also want to convey this information to as many customers of Amazon as possible.I am attaching screenshots to prove my words.Thank you.*********,***************************
Business Response
Date: 01/13/2023
Hello,

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

I am sorry for the inconvenience caused to you with the Order ID: *******************. A refund was issued to your credit card on Saturday, December 17,2022 for $125.07.

Once the refund is issued, refunds usually take 3-5 business days to reflect on the credit card statement.

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

I hope this information helps. We look forward to seeing you again soon.

Regards,
***********************
Customer Answer
Date: 01/20/2023

Better Business Bureau:

After I complained about them to the BBB, they finally returned the money.
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:12/16/2022
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 an iPhone 5 on 11/29, order states that it was delivered on 12/02 however, I never received it. I went to multiple apartment doors and the leasing office however, no one has seen the package, I reached out to Amazon to advise that package was not received. They sent me back two emails stating that I couldnt get my refund or store credit back because, this is not the first time that I have not received my package. I explained to them that the other orders that I placed that was shipped via ***** was received however. All packages shipped via *** was never received, there is a parcel box that they should have left the package in, the leasing office checked all of the parcel boxes but nothing belonging to me was there, I would love my refund or credit to purchase my gift, please help me. Thanks
Business Response
Date: 01/19/2023
Hello,

We received your email. We are currently working with your card issuer to resolve this dispute.

Card issuers usually resolve chargeback disputes within 30 days, but sometimes it can take longer. If you need more information or wish to cancel any disputes, please contact your card issuer.

---

*****

Account Specialist

Amazon.com | Amazon Disputes Team
Initial Complaint
Date:12/16/2022
Type:Sales and Advertising 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 recently purchased a espresso machine off of Amazon. On the listing price it says price I would be paying $799 ($159.80/item) . Unfortunately, when I received it, I only received 1 when I thought I would be receiving a total of 5 hence the ($159.80/item) right next the price I would be paying. Once I contacted Amazon seeking the machines I was told that I would not be getting them. I was told numerous times by multiple agents that there was a confusion or that I read the description wrong when it clearly says it. I was even told that by support I would be receiving the other 4 machines, but it was lie because I never gotten the email confirmation for tracking which they said I would and thus I proceeded to contact support again where they would proceed to tell me the same stuff again. Moreover there was no way for me to know that I would be receiving only 1 of the product when the page says that it would ($159.80/item) in addition I should have paid $159.80 for the one that I did receive, leading me to believe Amazon is intentionally using misleading descriptions to defraud their customers. Despite me continuously contacting support about this issue, I was unable to get a clear response, most of the time getting a copy and pasted script that repeated what I had already been told by previous agents. At this point, there isnt a point in me returning because that would just mean I would missing 1 more espresso machine that I need. Thus I also unable to receive any refund.Dont give me the bs that the order is correct when I provided evidence that it isn't. LOOK at the my uploaded image.
Business Response
Date: 12/23/2022
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 really sorry for this terrible error. I would like to thank for for bringing this to our notice.

As soon as I saw the complaint, I've alerted the appropriate authorities for taking a look at this issue. As I've now been assured that this issue will be taken care internally, I would like to propose a couple of options for you.

1. You can return the item back to us for a full refund.
2. If you wish to keep the item, I can issue the refund for the rest of the amount deducting the per unit cost for one item.

As there is no option for us to send the balance number of units, this is the only solution we have. The issue is already fixed on the website.

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:12/16/2022
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 returned a 700$ price ****** Pixel 7 Pro phone, because I found touchscreen sensitivity problems. That was in the parcel: The original phone, original box, and accessories + a printed order ID paper in a double sealed box. I left it in Amazon Hub Locker at November 14, 2022 Amazon received it, and 2 weeks later I asked them about the process. On December 7 I received an email, that I sent back a wrong item and write a reply If I want to appeal. I wrote them, It's not true: I sent back the original Item, and please write what happened with the package. What was in the box IF IT WAS NOT my phone, who opened it, was it perfectly sealed? etc., Amazon sent back a schematic email that I returned a wrong item. No more replies, where is my 700$ property, and how can I get back my parcel. I did not receive any response, WHAT happened with my returned parcel. WHERE IS IT, and WHAT was the problem with it. It's unacceptable, that Amazon refuse to investigate my case, or reply to my questions. It's a high value crime If Amazon cannot answer, how to get back my original parcel - or at least write details about the case. **************** refused any answer, because only "Account Specialist" can solve this, and only If I reply to the original mail. No phone contact is available. Below is the last email from Account Specialist, They simply closed the case without any explanation! I do not know how to get back my 700$. [email protected] "Hello,Thank you for helping us better understand the activity on your account. We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.If you have no further feedback regarding your shopping experience, we can close this conversation and you can continue to shop as usual on Amazon.com.This decision is final. We will likely not respond to further emails about this issue.Account Specialist www.amazon.com"
Business Response
Date: 12/18/2022
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 the returns information and see that we've received a ******* issued ******** phone in a heavily used condition. ******* logo on the back of the phone was also present. The phone came in the original ****** pixel phone packaging.

I would request you to please recheck if you mistakenly sent any old phone. If you found the correct phone, please let me know so that I can authorize a return as a one time exception for you.

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: 01/05/2023

Better Business Bureau:

We discussed the options, and we found out, someone stole the phone and switched it to an unknown device after my return process.

I attached the ******* Police crime report, what I filed about the stolen device. Also I registered the **** number to a stolen phone database.
I hope it will clear my name about any fraudelent activity, and also help to the business to investigate the case.

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:12/16/2022
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.
The issue that I am facing with Amazon is the decline of business as a prime member. Shipping took 2 maybe 3 days at max *** you face never receiving your items in a timely fashion currently waiting on items that showed to come before the holiday before purchase *** shows coming basically in the new year. This is one of many instances. The quality of service has declined once the ***************** stepped down.
Business Response
Date: 12/18/2022
Hello Ke'***,

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 orders shipped via Prime.

I've forwarded the feedback to the concerned team for future improvements.

Thank you for being our loyal Prime member.

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:12/16/2022
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.
Hia false complaint was made.The purchaser made this as retaliation, the complaint was false. The buyer was contacted and clearly admitted in his words he had no idea or true idea if the items are authentic and only made the complaint as revenge for another reason. ***** clearly admitted this, The evidence was shown and the complaint has still not been removed or corrected. After a large amount of effort to vindicate this false complaint it still stands and is destroy us We reached out to amaozn many time and no correction was made and no solution to remove this false complaint. The evidence of the buyer in his or her own words is clearly there and amazon still has not corrected this wrong. Much more effort to try to overcome this **** made although still not correction was made.There has been countless time and effort spent to reach out to amaozn and correct this, and nothing is working. This is very unfair and especially with the evidence right in front of you, of the buyer clearly admitting he/she made a false complaint in their own words! And still amazon has not removed this false complaint. The complaint was made on a fully false basis and clearly the buyer stated this. This is outright a tragic situation. This is horrible horrible business practice in our opinion of amaozn. We are very saddened by this. The account has been badly damaged by this and continues to be damaged every day because of this.The evidence is clear and right in front of them and still this wrong has not been corrected. OVER AND OVER THE **** SPENT ON THIS AND THE DAMAGES INCURRED AND STILL AMAZON HAS NOT CORRECTED THIS. VERY UNHAPPY AND VERY HORRIBLE SITUATION. AMAZON WHY HAVE YOU STILL NOT FIXED THIS WRONG INTO A RIGHT?
Business Response
Date: 12/19/2022
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Customer Answer
Date: 12/19/2022

Complaint: 18601481

I am rejecting this response because:

Sincerely,

***************************************
Initial Complaint
Date:12/16/2022
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 birthday gifts for my son in 9 December [$730] and the item never arrived on 10 December. I began contacting Amazon customer service through chat, and was informed to wait until 12 December. On that day, I contacted Amazon again (via app) and told to wait until after 7:00 PM. I contacted the agents (via chat) at 8:00 PM and was informed that I would receive a refund. Im asked for an email confirming that information and the email I received stated I needed to contact the team again via app. I reached out again and was told I needed a police report. I informed the team to read the transcripts and see what the previous agent said. They told me that it didnt matter and they needed a police report. I informed the team that I am on bed rest due to having my kidney removed and unable to move around. I asked for a supervisor to call me - no cal received to date. I contacted the non-emergency line and filed a report [against the *** advice]. They gave me a number. I provided that information to the Amazon team via app. They said send that number via email. I did. I was then told in needed a copy of the police report. I went down to the police headquarters on 14 December to pick up a copy and emailed to Amazon. I was informed the report is still open and I needed to wait until February. I contacted the *** and they said, all Amazon needed was the report number. I asked for a supervisor several times and I was hung up on. No one is helpful. I dont have my items and they are refusing to issue a refund. I have several contact numbers for *** and each officer/unit said that the report remains open until an arrest is made. What arrest can be made for an undelivered package?! I can email all emails to you. Its too many to attach all to this complaint.
Business Response
Date: 12/19/2022
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 the tracking and see that it says delivered on Saturday, December 10, 2022. I also see that you have filed a police report. For the Police report to be validated, it needs to be in closed state. I would request you to please check with the police and once the status is confirmed as closed, please reach out to our customer service department via phone so that they can help you.

Unfortunately we are unable to take any action from our side in this case.

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:12/16/2022
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 am writing in on behalf of my seller store ***************** LLC). I received a store shutdown that I firmly believe was done in error. I submitted a full plan of action that encompassed what went wrong and what was done to remedy the issue. The last appeal I submitted on (12/15/2022) was rejected and said there was not enough information to reinstate.I would like this to be escalated as I was a new seller and I hired a company to help me run on the amazon platform successfully. I believe working with that company got my account frozen on suspicions of a section 3 violation that I am not aware of. I have not intended to nor do I have any knowledge of dropshipping as I know this is not approved by Amazon's Terms and conditions. I also fired and removed who was helping me run the account and am going to use Amazon's approved FBA method. I would like this escalated and resolved and my store reinstated as I have a large amount of funds locked in the account and I cannot pay for my suppliers costs while my funds are locked and the account is deactivated.Again I would like to reiterate I want to operate a store that is safe for me, amazon and amazon consumers and would not intentionally try to deceive or impede on Amazon's very clear terms of service. This was all outlined in my plan of action appeal that I submitted and I provided everything showing and verifying my identity and my business as being a new business that I wanted to build on the platform.Thank you. Please contact me back asap at *************) or **************************
Business Response
Date: 12/19/2022
Hello,
We are unable to reinstate this account. We are unable to take this action due to the violations of Amazons Seller Policies and Seller Code of Conduct and of the Amazon Drop Shipping policy.
Sincerely,
Amazon
Customer Answer
Date: 12/27/2022
I as a new seller am unaware of any violations or infractions that *** have been committed during setup. My full intention is to create a safe marketplace and be fully compliant to Amazon's terms and conditions by being strictly an FBA 3rd party seller. I have zero knowledge of violating the clearly stated section 3 clause and am requesting an escalation and reinstatement to help ****** a positive relationship between myself and Amazon.
Initial Complaint
Date:12/16/2022
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 November 5, 2022 I placed an order (order number 112-9443305-4798667) for a Roomba Combo j7+, Zojirushi BB-PDC20BA Breadmaker, and a Cuisinart 8 cup food processor. When the shipment was delivered on November 6, 2022 I noticed I received the incorrect vacuum. The item they sent me was the Roomba c7+ instead of the j7+. I initiated a return and shipped the incorrect item back to Amazon which was received in their warehouse on November 10, 2022. I was then issued a refund for the food processor ($105.95) instead of the Roomba ($1,164.94). I have since contacted Amazon customer service numerous times to get my proper refund, but keep getting told I need to wait 3-5 business days for the refund to be processed.
Business Response
Date: 12/19/2022
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 item iRobot Roomba ComboTM j7.

I've issued a refund of $1164.94 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

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