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: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 sent all the required information to Amazon on November 3rd, and they have not responded to ANYTHING. Amazon noticed me once I filed the complaint in light of you. I have been unable to log in to my seller Amazon site, they notified me that they needed more specific information to reinstate my account, such as: Evidence of delivery or verification that the currently uploaded tracking information is correct. Tracking information may be provided in the Manage Orders section of your seller account. This may include buyer confirmation of receipt or proof-of-delivery documentation.Supporting documents that include but are not limited to business websites and email or company bank information.Supporting evidence that you have inventory to fulfill all of the orders placed. This includes but is not limited to copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier issued in the last 365 days.I have indeed sent all the required information, but I have not received an update for a month. I don't know what to do. Please reopen my case.
Business Response
Date: 12/18/2022
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 12/19/2022.

Thanks,
Amazon.com Seller Performance
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 am an Amazon **, ****** and ***** prime member and recently have been placing a lot of orders in Amazon *****. I placed an order for a Kosmocare Health Product Vide Order Number and opened the package today to install the product. Once I opened the package I found everything except the screws for installation missing. The package seemed brand new but looked like it had been opened and packed again. One side of the original packing was also torn. I did not suspect anything as Amazon ***** deliveries have poor standards. I have received oil cans crushed and dented and other packages have had oil or other stains on it unlike for deliveries in US And ******. I contacted Amazon ***** representative who were unable to help me and then Sagar from the Amazon leadership team joined in. Not only was he extremely unhelpful, but he wrote some abbreviations which did not make sense and then he apologized. I am a heavy purchaser on Amazon and was disappointed to see that the senior team could not help me here. My login username for Amazon ***** is *************** and my ***** number is **********
Business Response
Date: 12/18/2022
Hello,

You'll need to contact our partner site, Amazon.in, for more information about this matter, as our international websites operate independently. You can contact them directly at:

(*****): http://services.amazon.in/standards/contactus.html

I hope this helps. We look forward to seeing you again soon.
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.
The photo with the package on the porch is where they dropped my package at the photo of the brown house is my home Amazon refuse me a refund I didnt want a refund I just wanted my shoes I ordered and I explained to them what happened I even offered to send the photo of where they delivered my package and a photo off my home but there telling me basically they keeping my money and I get nothing no shoes and no refund how is that okay!!!
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 Bubble Slides for Women/Men, Massage Bubble Slippers Grey and Blue-pink.

I apologies for the inconvenience that you have experience in this case.

I've issued a refund of $22.67 and $23.75 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.

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

Regards,
Pratap
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.
I ordered some nasial spray from amazon, they packaged it in a silly plastic bag and all 4 items were smashed during shipping. They leaked all over the inside of the bag and are useless. Amazon has a policy of no returns for this item, but shipping damage isn't part of that. I've tried to contact them, but their call center is setup in such a way that I CANNOT talk to someone about a non-returnable item. I really don't want to return this, rather get the items in a NON-damaged state. I've attempted to file a charge back with ***************** but that was denied because Amazon can prove they delivered "something" to my address. At this point I want a full refund. Amazon refuses to even talk to me about it. Order #: 113-8497560-0289052 - I've attached a photo of what was delivered to me. Those 4 little boxes are soaking wet as everything leaked when they we smashed in shipping.
Business Response
Date: 01/25/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email.We kindly request you to contact the seller as the seller is willing to assist you in this matter.

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

*****
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.
(Background)For as long as I remember (at least 5-7 years), I have been a loyal Amazon Prime Member. Through my account, I bought all products needed; from food and household products, all the way to birthday gifts and wedding attire. Even my subscriptions *************** etc..) were also purchased through my Amazon account. Yes, I am the customer whose house is almost entirely controlled by *****, Amazon, and Echo. Needless to say, I was on my Amazon Prime account, if not every other day, almost once a week, making a new purchase for my household. (Problem on Hand)About 2 months ago, I tried logging onto my account, only to find it on an "On Hold Temporary" status and asking me for billing information in order to gain access (Name, Credit Card #, Billing Address, Account #, and Account Statement). (Attempts to Resolve Problem)Even though the information asked felt a bit too personal, I fully cooperated. I immediately submitted ALL information asked and was told that someone will be in touch with me in ***** hours. AFTER A WEEK OF NO ACCESS AND NO CONTACT, I called the customer service line seeking help to gain access to my account. The representative asked me for the same information I had previously submitted and promised me that someone will be in touch within 48 hours and when I asked what if they don't? He responded with "They must give you an explanation within 48 hrs". That started a 2 months struggle of over 14 phone calls which were escalated to CS Supervisors who end up asking for the same information, making the same promise, and keeping none of them. Nobody ever contacted me and I still don't have access. One phone call, a supervisor asked me about a $900.00 purchase made and I said that must have been fraudulent. So Amazon locked me out of the account instead of the hackers? A question I asked which was never answered. The issue is, other than my subscriptions, I purchased items that were faulty and need to be returned but I can't contact seller
Business Response
Date: 12/28/2022
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 28/12/2022.
Sincerely,
*******
Amazon.com
Customer Answer
Date: 12/28/2022

Complaint: 18598963

I am rejecting this response because: I have submitted this information at least 3 ***********************, sent it via email after concluding calls with 4 different supervisors in 4 different occasions, and twice via email while the supervisors were still with me on the phone, in two separate occasions.

SHORT OF HANDING IT TO YOU MYSELF, and I would if I could, I HAVE SUBMITTED THE REQUESTED DOCUMENTS EACH AND EVERY POSSIBLE WAY.

your response is exactly what you have been doing to me for over 3 months. I submit the info, then I get the same request over and over again.

Sincerely,

*********************
Business Response
Date: 01/23/2023
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 29/12/2022.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
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.
I ordered pair of boots from Amazon there's size 12 I wear size 8 all I want is for them to send me a size 8 and the boots that were size 12 which 20 more dollars in the books that are size 8 and refund me back the difference they're giving me a hard time this is not my first problem with Amazon I've had hundreds of problems with Amazon at this point I want them to exchange the boots for size 8 I want them to refund me the difference and at that point I'm going to close my account
Business Response
Date: 12/18/2022
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 about your order of Boots.

Upon checking your order, I found it was sold and fulfilled by a third party seller.

I have requested the return and the request has been sent to the seller. Kindly follow the instructions once you receive the return label.

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
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.
December 16 '22 I activated a 100$ gift card &purchased ***** in one order. I completed my transaction &expected to see ***** as a gift card balance. I quickly discovered I had zero balance on my gift card. I searched my gift card activity &discovered something similar possibly happened on December 11 '22. I will need to check my orders carefully to determine if my suspicions regarding December 11th are correct. However, I'm certain that Amazon has taken my ***** &applied to an order previously paid for (On Dec 11) with my debit card &a gift card combined.My online research shows that this is a common issue for many Amazon customers. I called Amazon at *********** &after tangling with a computer assistant who finally gave me a live person, I described to the person helping me my issue. I was put on hold for about 15 minutes &then told it had been applied to a previous order that had not yet shipped. All but one item in that order has been shipped (22$ pair of shoes) &apparently the remaining balance on the unshipped item is **** which is supposed to be applied to my debit card when the item ships. **** is def less than the ***** they took from my gift card. I told the rep that I wanted to see my ***** back on my gift card asap as they have no right to take gift card balances &apply it to previous orders with a debit card set up to pay it. I stated that I would no longer purchase gift cards &the Amazon representative HUNG UP on me. Currently Amazon owes me at least 5$ if not the entire ***** gift card balance. Then there's still the difference of almost 15$ between my 200$ gift card balance &the 185 spent on December 11th. I'll need to do a lot of math to figure that out. Given the number of similar online complaints I'm seeing I feel this is an issue that should be investigated by someone with the authority to speak to the issue. So I've begun by writing to your &submitting a complaint. Thank you for your time *****************************
Business Response
Date: 12/17/2022
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.

I've reviewed your email and completely understand your disappointment with the gift card balance. To help you with this, I request you to write back with the gift card order ID and gift card balance used order ID's so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
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.
I'm an honest, hard working seller asking Amazon to reconsider policies that allow scammers to steal from my online store, allowing me no way to protect myself.On November 23, *************************** bought a steelbook of Sicario 4K movie item from me. (Order ID: #******************* ). The item was packed in a large box with lots of padding. It was delivered to him in a PERFECT CONDITION.The buyer returned A DIFFERENT ITEM which is damaged. He claimed "No Longer Needed" as the reason for returning it. In an email from December 12 he stated a different reason for the return: "it arrived damaged". He was lying when he made the statement that the reason for returning the item was that it's "no longer needed" and he lied again when he said in the email the item arrived damaged. The item he sent back, again: not the item I sent him, has no re-sale value. The item he got from me is still in his possession.Amazon had refunded this thief in full, a few days before I even got the return package! This new, absurd policy allows me zero leverage in denying a refund in case that an item is stolen.An honest buyer who really needed this item and got it damaged would have asked me to replace it. He did not ask for a replacement. He's intention in making this purchase was to replace his damaged, dented, worthless junk of steelbook with a mint-condition item that Amazon had helped him steal from me.Asking Amazon to refund my account in the amount of $58.24 for this stolen item.
Business Response
Date: 01/13/2023
Greetings from Amazon,
I understand that your concerned about buyer violating return policy guidelines and you wish to report the same for the Order ID: # *******************.
We regret for the inconvenience that has caused to you in this regard.
I have forwarded your message about Order [114-4243123-4793064] to an internal team that investigates potential violations of our policies. To maintain the privacy and security of these investigations, we are unable to disclose the outcome.

If you have any concerns regarding the refund associated with Order ID
*******************, please review the instructions and policies below:

- A-z claims:

How to appeal an A-to-z Guarantee Claim (Referred to as Claim(s) in this help page): ***********************************************************

- Prepaid Return Labels:

Reimbursement policy for Prepaid Return Labels (PRL) in the Merchant
Fulfilled Network (MFN) to see if the order is eligible for a SAFE-T claim: ***********************************************************

- Seller Fulfilled Prime:

Seller Fulfilled Prime Refund Reimbursement Policy:
***********************************************************Tell us why here...
Customer Answer
Date: 01/16/2023

Complaint: 18598988

I am rejecting this response because:
Amazon's reply is glib and disrespectful. They ask me to appeal an A-Z claim, even though there was no A-Z claim filed in this case.
This reply serves as proof that Amazon rather help thieves steal from an honest, small business owner, then to look at my complaint in a serious manner.
Amazon does all it can to make it easy for scammers to steal from its marketplace sellers and offers no ways for those sellers to defend themselves from Amazon scammers.

Sincerely,

*******************
Business Response
Date: 01/25/2023
Greetings from Amazon.com,
In the previous email, the seller was informed of different options that could apply to refund issues.
Since the buyer of order ID ******************* did not file an A-to-z claim, this option does not apply and we apologize for the confusion.

For this order return, a prepaid Amazon label was used to return the product to the seller and the buyer received an automatic refund.
More information can be found on the Help page below:

Prepaid returns for seller-fulfilled orders
*******************************************************************************

As per our Reimbursement policy for Prepaid Return Labels (PRL), **************** for E-Commerce Transactions (SAFE-T) claims allow sellers using PRL to appeal Amazon's decision to issue a refund to a customer.
At this time no SAFE-T claim for order ID ******************* has been filed yet and we are unable to file a SAFE-T Claim or appeal a return on the seller's behalf.

To file a claim, the seller should follow the directions on our Help page:
******************************************************************

The claim can also be filed directly by going to Orders in Seller Central and click Manage SAFE-T Claims from the drop-down menu. Then click the File a new SAFE-T Claim button.
We recommend attaching as much support documentation as possible, for example supportive images of the returned item, shipping label, image of the Return Mailing Label, Tracking ID, delivery proof or any additional information you see necessary to review your claim.

Thank you for selling with Amazon,
Amazon.com Support
Customer Answer
Date: 02/06/2023

Complaint: 18598988

I am rejecting this response because:
I filed a SAFE-T claim as advised, and on 2/2/23 it was rejected, as expected.
Amazon's SAFE-T claim process is a joke and a waste of time.
Still asking Amazon for a refund for this stolen item.

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.
Hello Amazon,On December 13th, I placed an order , 112-7631730-1589861, it on December 15th, it was delivered to the wrong address (as seen on picture provided). Today, I went to search for my package at the wrong address but it was nowhere to be found. I contacted Amazon and Amazon stated that I am no longer eligible for replacements and refunds on orders?? Ive been with Amazon for over 4 years and I am constantly being blamed for Your employees delivering my packages to the wrong addresses. I have an Amazon HUB - coopers *********** at my leasing office that I activated to eliminate missing packages but your company never deliver my packages thereI do not want to have to go through my bank for a problem with your employees consistently delivering to the wrong address then making it my fault. - ***********************
Business Response
Date: 12/20/2022
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.

I'm sorry for the inconvenience caused with your Order ID: *******************.

Upon reviewing the details, we can see the e-mail sent on Saturday, December 17, 2022 at 12:14 PM (PST) from the investigation team regarding the order, Based on the results of our investigation, we aren't able to provide a refund or replacement for this order at this time.

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
http://www.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 made a return off of my wedding registry to Amazon. They sent me a email stating that the refund would be distributed to my account as a gift card credit within two to four hours after Amazon received the item. I waited 48 hours after they received the item and contacted them twice. They stated they are not responsible for the return since it is a third party selling the item. I was not notified of this prior to the return or in the email providing the return information. I was also not notified of it being a third part sale. This is false advertising and misleading information, Amazon refuses to honor the information they gave in the email stating the refund credit would come from Amazon directly 2-4 hours after Amazon received the item, not a third party. *** offered to send them a copy of their communications and they have declined.
Business Response
Date: 12/17/2022
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.

I'm very sorry to hear about the frustrating experience that you've had recently with our team regarding your gift order refund. I can certainly understand your request and upon checking I see that refund has been issued for the order ID: ******************* of $95.42 to your amazon account with email: ********************** and you have recently used part of the gift card balance for order ID: ******************* on Saturday, December 17, 2022 at 4:54 AM (PST).

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

https://www.amazon.com/gp/css/gc/balance/

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to [email protected] if we can be of further assistance.

Regards,

Naveen
Amazon.com

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