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

59,402 total complaints in the last 3 years.
21,595 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:12/14/2022
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.
So I have done Business with Amazon for many Years! I recently Ordered A Winter Jacket, a ********************* and they were Delivered to My Locked front door of my Apartment Building and I give them specific instructions and the Driver did not follow them! And My Items were stolen outside My Locked front door of my Apartment! I called Amazon and they said they will not send Me a Replacement or refund Me at all! These Items cost Me alot of Money and this is not fair and I want my Money back for all of these items!
Business Response
Date: 12/26/2022
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'm sorry for the inconvenience caused to you with your Amazon order #***-3306877-7139427. Unfortunately we are unable to offer a replacement or refund at this time. For more information, please review the email sent by our Account Specialist team on Thursday, December 15, 2022 at 9:28 AM (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
*****************************
Customer Answer
Date: 12/26/2022

Complaint: 18572938

I am rejecting this response because: It's not right that they won't replace My Items I bought! They did not follow My Delivery instructions so it's their fault and they should be responsible to refund all of my money back to me! That is Why I don't agree with their decision!

Sincerely,

*************************
Initial Complaint
Date:12/14/2022
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.
In November on Cyber monday, Amazon advertised DEWALT 20V ****************** Combo Kit, 2-Tool (DCK240C2),Yellow/Black Drill Driver/Impact Combo Kit Sold by: Amazon.com Services LLC $139.00. I had her order it on her Amazon account, as a gift for Christmas for her grandson and she paid, IN FULL, using my **************** credit card. At the time of the order, the add stated 5 were available at that price. ***** Chess ******************************************************************************************** Change Payment Method ******** Express **** 2009 Change Apply gift card balance Enter code Apply Order Summary Item(s) Subtotal:$139.00 ************************* Total before tax:$139.00 Estimated tax to be collected:$9.04 Grand Total:$148.04 A notice was sent by Amazon it would be delivered on December 8th. I checked her account today and it shows "Ordered, but Not SHIPPED". This is not normal for Amazon and we haven't had issues in the past. It appears they sold an item they did not have in stock to ship immediately. Any help toresolve this would be appreciated as Christmas is approaching rapidly.
Business Response
Date: 12/15/2022
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.

Please accept our sincere apologies for the inconvenience caused by this situation. Upon checking, the e-mail address you have provided to us doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

https://www.amazon.com/gp/help/customer/contact-us.

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

Please feel free to contact us directly by 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
http://www.amazon.com
Customer Answer
Date: 12/15/2022

Complaint: 18572805

I am rejecting this response because: When I send a response email giving them the email account the order was placed under ****************** it gets rejected and states email "Undelivered".When I went to the link for the website provided I got a WARNING that my computer and information has been compromised.

Sincerely,

*****************
Customer Answer
Date: 12/19/2022
Reference below complaint. The Item ordered a month ago finally arrived today. Thank you for assisting me to bring this purchase to a successful conclusion...

*************** ***** Jr.
Initial Complaint
Date:12/14/2022
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 ordered some disinfectant and detergent which were never actually delivered. I searched around the house multiple times during day and night times but there's nothing. I contacted the customer service agents multiple times who did nothing but false promises of refund. I asked for a proof of delivery but there's nothing. I didn't get a refund nor replacement. I will dispute via my financial institute if you can't solve it satisfactorily.
Business Response
Date: 12/15/2022
Hello *****,
.
I'm Abhishek 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.

We're sorry to know about the issue with the order #***-8855509-3665863.

As informed by our specialist representative "Based on the results of our investigation, we aren't able to provide a Replacement or refund for this order at this time.

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

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See https://www.amazon.com/gp/help/customer/display.html?nodeId=**************** for more information.

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

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

Abhishek
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/14/2022
Type:Order 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 got ripped off on 3 bags of ********* clothesline wax melts they would not offer me a refund or a replacement or credit back to my account I put the wrong email address in my first letter I got my order on Thursday but Fridays I did not Im elderly and disabled and these were Xmas gifts they r rude to me to as Im hard of hearing and they hang up in me please help me get a resolution to this asap thank u very much
Business Response
Date: 12/25/2022
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 am sorry for the inconvenience caused to you with the Order ID: *******************.

Based on the results of our investigation, we aren't able to provide a replacement or refund for this order at this time.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See https://www.amazon.com/gp/help/customer/display.html?nodeId=**************** for more information.

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

Please feel free to contact us directly by replying to [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:12/14/2022
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 number: 112-4359587-4100229 -I placed an order on 12/12/2022 In the amount of $32.65. -Between 12/12/2022 and 12/14/2022 Amazon accessed my bank account multiple times for multiple transactions for the same amount, which resulted in me being charged multiple times for the same order. -I contacted Amazon on 12/14/2022 regarding this issue after my bank notified me of the double charge, and Amazon admitted fault blaming a "technical error". At first their response was to "just wait" for the refund, and their follow up resolution was to take a $5 "promotional credit", even though $5 doesn't even cover their shipping cost. I then spoke with a supervisor who gave me a $15 promotional credit and assured me that I would have my money refunded within 3-5 business days. I just want someone to look into this and verify Amazon actually processed my refund. I have attached screen grabs of the multiple charges from my account.
Business Response
Date: 12/15/2022
Hello *****************,
.
I'm Abhishek 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.

We're sorry for the inconvenience about the payment issues you've had with the order #***-4359587-4100229.

Up on checking, I see that a debit card was used for the payment of this order. This type of transaction processes immediately upon being authorized by the issuing bank. Occasionally when any changes are made to the planning or shipment of the order the first authorization is cancelled and refunded and the system makes another authorization on the card. I apologize for any misunderstanding this has caused.

Though this refund was completed in our system on the date indicated above, your bank may have some additional processing to do. It may take 10 business days after the refund was issued for your issuing bank to post the refund to your account. This time frame can vary from one financial institution to another.

With a credit card amazon authorizes the charge, We don't charge until we're ready to ship, but the issuing bank will withhold the funds we've asked about in anticipation of the charge. Issuing banks introduced PIN-less debit as a way to help their customers. This resulted in debit cards being treated as PIN-less debit, meaning that we charge the card as soon as an order is placed. If the order is subsequently canceled, a refund is automatically generated.

Occasionally, a PIN-less debit card is treated as a credit card, which results in what happened here: we contacted the issuing bank for an authorization before we charged the card. The issuing bank treated the authorization as a charge, along with the charge we requested.

To prevent your card from being treated as PIN-less debit, visit the Your Account link and:

1. Under Amazon Wallet Payment Methods, select "Manage Payment Options."
2. Next to the payment method you want to edit, select the down arrow.
3. Select the "Edit" button.
4. Uncheck the box next to "Processed as a debit card."
5. Click the "Save" button.

Further, I can confirm that a compensation of $20.00 ($15.00 + $5.00) in the form of promotional credits has been added to your account. Which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

For more information about promotional credits, including the terms and conditions of use go to:

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

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

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 12/16/2022

Complaint: 18571920

I am rejecting this response because: I have NOT been given the proper refund or credit, and the last agent I spoke to about it hung up on me when I asked if a supervisor could help me because she kept repeating the same customer service script given to all the outsourced agents in ***************.

Sincerely,

***************************
Initial Complaint
Date:12/14/2022
Type:Customer Service 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 did a review on order number 112-4805626-8221824 about a week ago. It says I should get an email when it goes on website. I never got the email but I check my messages in my Amazon account and didnt get it yet. Wondering why amazon hasnt put on website of my review for the order. I need my review put on the website right away. You got a copy of my review in this complaint.
Business Response
Date: 01/12/2023
Hello Mr ***,
.
I'm Abhishek 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.

Your review of Portable Space Heater was approved for posting and is displayed in the section with the other Customer Reviews.

You can see it here:

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

Customer Reviews are an integral part of our site, and it is important to us that they communicate our customers' opinions about the items that we offer by using language that is within our guidelines. The delay before posting these reviews on our website provides us with the opportunity to check for inappropriate and off topic content. During this time, your review will not be available on the website.

Reviews are usually posted online within days of submission.

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

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 01/19/2023

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:12/14/2022
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 ordered a package with a delivery date of 12/12/22. On that date I was informed that the package is delayed until 12/14/22 which is today. I checked today and now it's not being delivered until 12/17/22. Amazon was the original delivery but now they switched it to *** delivery. This is an on going issue with them.
Business Response
Date: 12/15/2022
Hello Ms ********,
.
I'm Abhishek 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.

We're sorry to know about the delay with the order.

We could not locate the order ID in your complaint, we request you to write us back with the order ID for further assistance.

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

Regards,

Abhishek
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/14/2022
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 purchased this laptop in August and have had issues with it since it was opened. I sent it into HP to see if it could be repaired and they could not resolve the issue. I filed a complaint and refund with Amazon and returned the laptop sent through *** on October 13 I contacted *** and they confirmed it was delivered and signed for on October 17 to the address issued by Amazon. Amazon still has not processed the package and has not issued my refund. I called and spoke with a manager from Amazon and they told me I needed to contact ***. When I told them I contacted ***. They said there was nothing else they could do for me, and still have not issued my refund.
Business Response
Date: 12/25/2022
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 am sorry for the inconvenience caused to you with the Order ID: ******************* about return related issue.

A careful review of your account reflects that the correct information has already been provided. If you haven't been issued a refund after December 13, 2022, we recommend that you reach out to the carrier that you used to return the item to Amazon. I'm unable to offer additional insight on this matter.

Please feel free to contact us directly by replying to *********************************************** 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
***********************************
Customer Answer
Date: 12/25/2022

Complaint: 18571790

I am rejecting this response because:
I did contact the carrier facility about the package. *** provided me with proof of delivery of the laptop with a signature from one of your employees accepting the package. This holds your facility liable. I have attached the proof given to me from ***. I have also contacted my bank and filed a claim. They will be contacting you.
Sincerely,

*********************************
Business Response
Date: 01/19/2023
Hello,

We have denied the customers request for a refund because customer raised a chargeback dispute on this order and this dispute has been closed in customer's favor by customer's card issuer.
Kindly request customer to reach out to their card issuer with regards to this reimbursement.

Sincerely,

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

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:12/14/2022
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.
We ordered 2 mirrors for a bathroom remodel, which didn't work unfortunately. We setup the return and shipped both of them back. A while later we recognized that we were only refunded for one of the mirrors ($345), but not for the other one so we were missing the other $345. We contacted Amazon and they said we needed to complete a form and return for them to verify the return and provide the refund. Unfortunately, the next day my father suddenly passed so we were unable to complete this form until about 2 weeks later. When we did, realized we were 2 days past the 14 days to return the form as it stated. We called Amazon back, and what we have been met with since is the worse service Ive ever experienced. 3 times we called asking for help, and each of those times we were transferred to the escalations department, and every time we were met with "sorry your past the deadline and nothing we can do to help you now". When I tried explaining our situation with my father, every time they said no and then hung up on me as I was talking! Again, we called 3 times and this happened every time. I still almost done believe it. Absolutely, the worst Ive ever been treated by a company in addition to them keeping my $345 and the mirror I sent back to them. Im not sure what to do, but this isn't right so hoping that at least this notifies others of what Amazon is becoming and will do you to you now and that they have no issue keeping your money and an item that you returned to them. Wrong on so many fronts.
Business Response
Date: 12/16/2022
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 am sorry for the inconvenience caused to you with the Order ID: ******************* about return related issue.

However, the Incident Report you provided is more than 15 days after we requested it. We aren't able to provide a replacement/refund for this order at this time.

Thank you for your understanding.

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

We 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:12/14/2022
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.
There are multiple subscription fees in a month 3 times every month for over a year.I've called several times . They tell me I'm seeing something wrong there's no account in my name and they have been pulling money from 2 inactive cards.They said are active.They have been withdrawals from my account through **** of America. Not on the cards that dnt work.We ordered a few things that had to be returned.They have not refunded me but saying that they have .I've went to there supervisor and my **** . Have got no where There are no active cards on file. Yet I can still purchase things .When I asked how the continued to say the cards.How can they get my **** information an take 3 subscription fees a month. Not refund me after saying sorry we found the error an it'll be solved within 48 hrs.We've received nothing but terrible customer service with every ? We've asked.There has to be an answer I'm disabled on a fixed income an that's our food money.My daughter is confused we dnt understand even she's heard them tell me there's no account.They sent an email stating.I push the account link . Still working account.I've been an outstanding member for yrs.I dnt move well My daughter an I shop online from my phone. It's just one account.Please if you can help us we'd appreciate it. Thank you.
Business Response
Date: 12/16/2022
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 apologize for the bad experience you had with us.

I'll look into the charges you have mentioned however I need to know the date of the transaction, the amount you do not recognized, the associated charge id (this will be available on your billing statement, it will be 9 digits alphanumeric id).

I request you to please share the above details so that I can check on it and help you further.

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

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