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.
21,614 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: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 25, 2022, I ordered (7) items, including a laptop (Aces Aspire 5 A515-45).Since receiving that laptop, on November 30, 2022, I learned of a few Issues. 1) The Bluetooth fluctuates on & off. In addition, when using a game-controller (one of the items in that same order), which is Bluetooth, this controller can (only) be used - when I am (also) using a pair of Bluetooth headphones. 2) In the picture of this laptop, within the details of my order (this order), the laptop is (clearly) shown to have a fingerprint-reader. Said fingerprint-reader is missing from this laptop. 3) There are a few other minor issues, that seem odd, being that this is - supposedly - from ******) This is - as far as I know - a brand-new laptop, as in unused by anyone else. Yet, when I went through the set-up of this device, I needed t remove someone else's information from the personal-information section.5) Lastly, I have contacted Amazon, maybe on the 12th or 13th (December 2022), informing an employee of my predicament, inquiring of a discount - in lieu of returning the device, only to learn that this option would (not) be possible. Then after that, I was informed that it would be necessary - for me to send them (Amazon) a picture of the packing-slip, something that is found on the outside of the box, in which the laptop was located - within its own box, with its own specific labels and info - on the outside. I do (not) have this box, nor would I have thought that I would (ever) need to hold onto (any) of the boxes - in which Amazon items were delivered. I have returned enough items before, and not even once - have I (ever) been required to snap a picture of (any) shipping-label, for to to be eligible for a refund. Why am I - all of a sudden - being asked for a picture of this shipping-label?I am unable to ************ shipping-label, because I threw away that box, about two weeks ago. Does mean that I cannot return this laptop?There are also a few other things.
Business Response
Date: 12/20/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/20/2022

Complaint: 18600952

I am rejecting this response because:
There are 'many' OTHER Issues occurring, as of just recently, and others that were not mentioned, due to 'limited' space (amount/characters). I would like to have 'direct' email communication with a representative from the Corporate Headquarters.
What began as 'basic' issues/problems - has escalated more than I can simply explain in an email. I'll need to show 'comparison-pictures'; I have (4 or 5) examples of 'various' ongoing-issues.
{Relating to this 'specific' complaint, the order number is: # ***-9173488-3913837.}

Sincerely,

*********************
Business Response
Date: 01/07/2023
Hello *****,

I'm sorry to hear about the problem you've had with your order.

To be eligible for a refund, we ask that you return the EasySMX PC Wireless Controller, Gaming Controller for Computer,Laptop,PS3,Android TV BOX, ******** Switch and Tesla with Turbo, Dual Vibration and 4 P you ordered within 30 days of the date you received it. You can mail your package back using the return label provided in our ********************* (*************************************) or by clicking the following link:

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

In most cases, after the carrier has received your return package, it takes about two weeks for us to receive and process your return. Please note that international returns take longer.

Once the return process is initiated, you can track your return here:

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

Please note that were unable to further assist without first receiving the return.

We hope to see you again soon.
Customer Answer
Date: 01/17/2023

Complaint: 18600952

I am rejecting this response because:

Sincerely,

*****************
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.
Hi, I purchased a couch off amazon.com on 12/6/22. They confirmed delivery for December 17th between 9am-12pm. I took time off work to be able to be there on this day to receive the delivery. Now I am checking the status and it says unavailable. I communicated with their customer service center, spoke to (********) who said that now there is a new delivery date due to unexpected situation on their part. The new date is December 18th. This means that I now have to take another day off work in order to be there for the delivery. I asked if there was anything amazon was going to do to rectify this and they said a $10 credit on my account. Please note that the couch is over $1,100. How unfair is a $10 for this inconvenience when I am losing so much money from not working? They keep stating that there is nothing else they can do but that. I find this to be unfair, an embarrassment and terrible customer service. Customers are loyal to **********************. We give them so much business, yet they mess up on orders and all they can say is "I'm sorry here's $10." - Furthermore I speak to another customer service rep and they offer $100 which I still believe is not enough for the amount of money I am losing for not being at work two days. Amazon needs to do better at caring for their customers. I am requesting a full refund on my order.
Business Response
Date: 12/20/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (http://www.amazon.com/help), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/16/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since July 2022, we have been charged $ **** for *** pickup at our home when we are Amazon Prime members. *** pickups are supposed to be free. We believe we are being punished due to return of damaged toaster ovens by either Amazon or ***. We want this corrected immediately. We pay a fee to be Amazon Prime members and *** pickups are to be FREE of Charge. I have been told on numerous occasions this was corrected. To date, it is not.
Business Response
Date: 12/20/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/26/2022

Complaint: 18601007

I am rejecting this response because:
There were four orders involved, which resulted in our being charged $ **** for every future return item. The returned toaster oven orders were: ORDER # 114-6241518-0145857
ORDER # 111-5962456-6961042
ORDER # 114-9590134-9133815
ORDER # 114-5369084-1001053

We were never warned that if we returned multiple items, we would no longer received free *** pickup returns for every future return. This is RIDICULOUS. We are Amazon Prime members. According to Amazon Prime policy, all returned items are to be picked up AT OUR HOUSE by *** for FREE. After the return of the previous toaster ovens, there is a continual $ **** return fee for *** orders picked up at our house. HOW DO WE GET THIS TO END? It is on Amazon's website -- not the *** website. Please resolve this issue immediately.

Sincerely,

***************************
Business Response
Date: 01/19/2023
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've reviewed your BBB complaint and I'd like to confirm weve recently changed our policy for pickup returns; Im sorry for any inconvenience.
However, we still offer free returns through our drop-off options.Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*****
. Amazon.com
. ***********************************
Customer Answer
Date: 01/26/2023

Complaint: 18601007

I am rejecting this response because: I want the exact copy from your company website. Otherwise, I do not believe or accept this response. I was NEVER notified of any changes. I have no problem contacting the President of Amazon, i.e. ***************************

Sincerely,

***************************
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.
Order# ***-8670771-6263404. Sold on Amazon's website by some CON ARTIST - ***'S ELECTRONICS, **** The product (tv remote) arrived and was defective. I MADE THREE INQUIRIES WITH AMAZON (which I have a copy of the interactions) and in all 3 instances the AGENTS ADVISED THAT THEY WERE ESCALATING THE REPLACEMENT REMOTE with the seller. Each time this happened, the SELLER canceled the replacement order. AMAZON AGENTS are completely incompetent - they don't know how to review their OWN systems to determine the progress of the complaint, the solution and why it never completed. I AM STUCK WITH A DEFECTIVE REMOTE BECAUSE THE **** THAT SOLD IT ON AMAZON'S SITE REFUSES TO REPLACE IT. This is a massive inconvenience to me, the consumer, and I do not feel that I have to put out my funds multiple times just to get a product sold on Amazon's website that is not defective. AMAZON takes no responsibility for this - they ALLOW scam artists like *****************************. to actively sell GARBAGE on their site without consequence to the outcome.I AM DEMANDING A REFUND OF $32.18 to be issued immediately and DEMANDING THIS SELLER be held accountable for the ***** that he sells on Amazon's website. Amazon SHOULD BE VETTING THEIR SELLERS better than this but clearly Amazon has been allowed to grow beyond the point of self-responsibility.I WANT THE REFUND ISSUED ASAP. I will find A BETTER RESOURCE to replace the remote that is only HALF functioning. This is offensive and really speaks volumes about the WAY that Amazon deals with corporate responsibility. I just called the phone number listed online that is supposed to be their Corporate contact - ************ - and the woman who answered confirmed REFUSED TO HELP. REPLACEMENT OR REFUND. GET RID OF DANS ELECTRONICS ETC., ****
Business Response
Date: 01/23/2023
Hello,
We understand that customer would like to receive a refund or a replacement for Order #***-8670771-6263404. Upon reviewing the details, we found that item has not been returned to seller. We cannot expect a seller to issue a refund for or replace an item that a buyer has not return.

To resolve customer's concern, we have passed return instructions to customer via email on January 22, 2023. Customer can return the item to seller as per the instructions provided in email and full refund will be issued.
Sincerely,
A to Z Guarantee Team
Customer Answer
Date: 01/23/2023

Complaint: 18600976

I am rejecting this response because: the seller has ALREADY ADVISED that they ARE REFUSING to make this right. The remote is defective but not completely inoperable.
AMAZON should guarantee the replacement by facilitating the same, and if that replacement resolves the issue then the defect is returned. THAT ACTION IS CALLED DOING GOOD BUSINESS. The idea that this supplier SENT OUT PRODUCT THAT WASN'T WORKING CORRECTLY TO BEGIN WITH should inspire Amazon to work with the seller to make good to the customer.
I've never seen a company require a defective part RETURN FIRST before replacing it. Seems stupid and SHADY. Sounds like the vendor is more important to Amazon than the customer at this point.
After all, ********************** wouldn't be there if it weren't for the consumer.

Sincerely,

***************************
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.
Summary:Between Dec 1st and Dec 10th Amazon failed multiple scheduled deliveries of a large expensive item purchased with $200-worth ****, and now Amazon refuses to reschedule delivery to the new time based on our next availability after Dec 26th, threatening to refund the order leading to loss of no longer offered $200-worth deal.Details:Item order: ORDER # ***-8034625-9222614 Deluxe delivery order: ORDER # ***-3283510-3768237 Deal 1: Free Deluxe delivery, $29.99 value.Deal 2: "Earned 5% Back, and an additional 5% Back", $169.70 value.Total deals value: $199.69.1st failed delivery: Dec 1st - Amazon did not deliver.2nd failed delivery: Dec 2nd - Amazon did not deliver.Unsanctioned delivery: Dec 14th - we were not available, and did not give consent for Dec 14th delivery.Unsanctioned delivery: Dec 15th - we were not available, and did not give consent for Dec 15th delivery.Requested delivery on Dec 27th - time of our next availability, scheduling to Dec 27th refused by Amazon.
Business Response
Date: 12/28/2022
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.

Im contacting you in regards to your recent order. It was brought to our attention that your item was undeliverable. I'm so sorry your item wont be delivered; this usually doesnt happen.

In this case, we are not able to issue a replacement for your order. For this reason, a full refund was requested on December 20, 2022. This amount includes shipping and the cost of the item.

We also issued a promotional credit of $100 as a token of our apology.

We look forward to seeing you again soon.

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

Regards,

*****
Amazon.com
http://www.amazon.com
Customer Answer
Date: 12/28/2022

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:12/16/2022
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 live in a townhouse next to the park and entrance door is only couple of feet from the sidewalk. When I order delivery I make sure to add a note to the delivery person not to leave anything outside the door, as it equals leaving package on the street and the chance that package will be stolen is 100%. As an alternative I ask them to leave packages with neighbors who work from home and can answer the door at any time, or hide it in a safe place.On multiple occasions my packages were left outside despite instructions on the website and note on the door - and therefore stolen. Amazon has been consistently offering refund or replacement. I made it very clear every time that these loses could be avoided if the driver followed my instructions.On December 12, 2022 I received an email with a picture of my package at the neighbor's door saying that package was delivered. By the time I called the neighbors and asked them to pick it up from the outside (they were at home all day and nobody rang the door bell), the package was gone.I spent all day on the phone with customer service representatives today and they keep telling me that once the package shipped it is not their responsibility. I asked for the carrier contact some website in ***** that doesn't even have number in US, plus a 800 number of the ***** After spending more time on the phone - with ****** only to find out they were not delivering that package I called Amazon again and was told that Amazon was fulfilling the delivery. It is not my fault that their drivers can not follow simple instructions and should not be at loss for it. Amazon refuses to resend items or reimburse them. I wasted a lot of time today and will never do business with them again.
Business Response
Date: 12/20/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (http://www.amazon.com/help), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
http://www.amazon.com
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.
Issue Description: I bought an AirPods Pro on Amazon in Aug 2022 and decided to return after I received it. However, I had returned the wrong item (my personal AirPods Pro instead of the one I ordered from Amazon), and Amazon reached out to me requesting for the correct item. Shortly I did return the correct item but Amazon kept saying they never received it even though I had provided the tracking number from *********** to prove. There are 15+ emails I sent and tons of calls I made to inquire for a solution, Amazon doesn't seem to care nor is willing to refund me my money or return my personal AirPods Pro.Please find all the email chains I uploaded for more information.
Business Response
Date: 12/29/2022
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've reviewed your BBB complaint and I understand your concern relating to the return-refund of your order #***-0870448-0867469.

Upon checking the return status, I found the item which you wrong returned on the first occasion has been marked as wrong return and the item has been disposed off.

I have issued a refund for the original item that you returned. A refund of CDN$ ****** will be processed to your original source of payment within 3-5 business days.

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

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/29/2022

Complaint: 18600228

I am rejecting this response because:

Sincerely,

*****************
Initial Complaint
Date:12/16/2022
Type:Billing 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 BBB team,My name is ********************************* and this is a complaint on Amazon. My Amazon seller account has been reactivated on November 16, 2022 but unfortunately Amazon is not transfering me my funds that are stuck on account balance.Time after time the amount for transfer is 0.00$After a couple of opened cases inside of amazon and calls to the seller support team about this issue they did not help me and Amazon **************** is not answering me.I'm writing the case ID that is opened on Amazon about this problem that is was opened on 23 of November CASE ID: *********** I'm attaching screenshots from my account in this case.Please check it and help resolve this issue.Thank you.
Business Response
Date: 12/27/2022
Hello Vazha Dvalishvili

Your next settlement date is 2022-12-30. At that time, funds will be transferred to your bank account on file. They should arrive within 5 to 7 business days.

If you have any questions, please contact us at [email protected].

Thank you,
Payments Specialist
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.
Amazon is banning my account for Our records show that we previously closed an account of yours for violating the terms of our Conditions of Use agreement. The fact is I never have any previously closed an account. When I asked for evidence proof they refused to provide. And I have an ongoing return, that was approved form the seller I need get my account back so I can print the label. They refused to do so. As the consumer I have the right to return the product, that is defective within the return period. Plus that is approved form the seller Amazon has not proper reason for not allowing me return, since the relationship is me with the seller
Business Response
Date: 12/28/2022
Hello,

We have denied the customers request for a return/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 28 December, 2022.

Sincerely,
****
Amazon.com

Customer Answer
Date: 12/28/2022

Complaint: 18599991

I am rejecting this response because:there is not evidence that proof me I violated their policies without the evidence they can blame me for anything. This is my right to return the item during the refund period that is verified , agreed with the 3 rd party seller their self Amazon have no right to refuse my return

Sincerely,

*************************
Initial Complaint
Date:12/16/2022
Type:Billing 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.
This complaint is in regards to an account I have with Chase Account # *******************. This is a credit card that I opened with Amazon during the summer this year. I have been a long standing Prime customer for many years. I have never missed a credit card payment.In October Amazon charged $11.38 to my Chase credit card for my monthly membership payment. I never gave Amazon permission to do so. I have my personal debit card set as my primary payment method. I was never notified there was ever a charge to the Chase account. I never would have thought to even check the account as I don't ever use this credit card.I had received a notification today (12/16/2022) through a credit tracking app, that my credit score dropped 100 points due to a late payment from this account. I have never missed a payment before so I was shocked to see this. My score went from 780 to 680! I contacted chase (12/16/22) and they told me there was nothing they could do since the payment was late by 35 days. They couldn't remove the late payment since they only do that within 30 days.I am thoroughly disgusted with Amazon and Chase. 7 years of a perfect credit score down the drain! I paid the $11.38 on the Chase account as I have no problem paying my account. I want ***** to remove the late payment and fix my credit score. If this cannot be done I will Close all my accounts with Chase and Amazon!
Business Response
Date: 12/22/2022
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 charge on your Credit Card. Upon checking the details, I see that to prevent any delays in processing the membership or orders, the charge was applied to the backup payment method we have on file for you.

To manage your backup payment methods, visit your Amazon Wallet (*************************************), click "Manage backup payment method settings" and update your preferences.

Turning this feature off prevents orders and subscriptions from using a backup payment method and may cause service and delivery interruptions if your selected payment method fails.

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

Regards,

***********************
Amazon.com
*****************************

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