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:12/13/2022
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 2 cases of deer park water, shortage around stores. When I received the package I had 1 case of purified water. They keep saying I cannot return it, ok but I would like a refund. I only drink spring water not purified. They will not let me go any further but no return. How can they send 1 n get paid for 2. The company is bookshop2. Amazon will not let me go any further than to say no return. I want deer park or a return. Thank you for listening.
Business Response
Date: 12/14/2022
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, I wasn't able to determine the order you needed help with. I request you to please help me with the order# you are concerned about so that I'll be able to check and help you further.

Looking forward for the details.

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
Initial Complaint
Date:12/13/2022
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.
Ive been trying to setup my 5 camera Blink and this is complete junk! I spent an hour on the phone with technical support, did not get any resolution, so they sent me a new module and I opened it up and that piece of c*** doesnt work either!. Ive wasted so many hours in the security of my home is being jeopardized because the system is junk and no one will help!!
Business Response
Date: 01/13/2023
Hello Jan,
.
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 issues you've had with Blink camera's.

We've escalated this to our blink technical team for further assistance. The team will reach out to you for further assistance.

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

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

Complaint: 18568791

I am rejecting this response because: Ive been trying to work with you for over a month and still no success. Are you going to refund?

Sincerely,

************
Initial Complaint
Date:12/13/2022
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 November 25th I purchased a set of 4 tires and installation services from Amazon which were to be shipped to the installer. Total cost being $1045.52. Four tires were delivered to the installer on November 30th, and I showed up for installation as scheduled on December 2nd. At that appointment, the installer identified to me that one of the 4 tires delivered was not the size ordered. I proceeded to submit pictures of this to Amazon and requested a replacement tire (correct size) to be shipped. After multiple lengthy phone calls and emails, Amazon has not fulfilled my order or provide me with rationale why my tire cannot be shipped. As of 12/13/2022 the correct tire size shows to be in stock. On 12/13, I received an email stating that a refund for the incorrect tire shipped, was being processed. I have never requested a refund, as this would leave me with a half baked solution. I ordered 4 tires, and up to now Amazon has not provided rationale why the 4th correct tire could not be shipped.
Business Response
Date: 12/14/2022
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 you've had.

Up on checking, I see that a replacement was issued #***-4508938-5534608 for expected delivery on December 9, 2022. However, there is no update on the tracking.

As a replacement was already issued and which appears to be misplaced/lost by the carrier a refund was of $261.38 was issued on December 13, 2022.

We request you to use the refund amount to place a new order for the same product and return the wrong size to us using the label which was shared.

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

Abhishek
Amazon.com
***********************************
Customer Answer
Date: 12/22/2022

Complaint: 18568545

I am rejecting this response because: This was not timely communicated to me, and even after pursuing that option the tire has still not been shipped as of 12/22. Can someone provide a honest response, instead of this run around?

Sincerely,

*****************************
Business Response
Date: 01/19/2023
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.

Further to our previous correspondence, I can confirm that we've edited the return reminder for the order #***-7264259-3158635.

You'll not be charged for this order.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Initial Complaint
Date:12/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a $500 Amazon gift card from a Royal Farms **** Station on 9/30/21, I've been trying to activate and use this card since last Christmas and I've had no success. I was attempting to buy my significant other a few gifts without her knowing. So I purchased this $500 gift card with cash so I wouldn't spoil the secret. I made a new amazon account instead of using my own. I added this gift card and a few other gift cards that I had at the time to the account (all were obtained legally). I made a new email address to create the new amazon account ********************** I found a few items that my GF would like and attempted to order them. I place the order and everything looked good. Immediately after I received an email from amazon stating my account was locked due to the possibility of fraud.I've followed their prompts and have contacted them multiple times over the last year and have been unable to get this issue resolved. I have $500 that I paid for on a gift card that I cant access. They closed the account down becaus ethey thought it was fraud. And they will not give me any access to my funds or reopen the account. They stole $500 from me!!!
Business Response
Date: 01/25/2023
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
Initial Complaint
Date:12/13/2022
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.
Amazon has been overcharging and I'm sure I'm not the only one they are doing this to. I return items, they give a refund then months later re-charge stating the return was never received. Once I call they state it was received in the warehouse and had to be manually entered, this has happened 4 times. I truly believe Amazon should be audit. I want people to be aware of what they are doing. The other issue is, I ordered wireless headset for my desktop however, it was not compatible and I returned it. Amazon refused to give me a refund stating the serial numbers didn't match. I'm not sure how this happen, I sent back the item they sent me. I had to file a dispute with my bank. It's wrong what they are doing and should not be able to get away with robbing paying customer. Thank you,*****************************
Business Response
Date: 12/14/2022
Hello,

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

I understand your concern regarding the retro charge and refund for the orders. I'm sorry for the inconvenience caused.

I've checked on it and I can see the issue is already escalated to our team for necessary action to avoid it happening again. Regarding the wireless headset order, I see our team have investigated this issue and found that an incorrect item was received at our return center.

Since we haven't received the correct item, we weren't able to refund the order. As you have disputed the charges, I request you please contact the card issuing bank for any further help on this matter.

I appreciate your understanding and patience.

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
*****************************
Customer Answer
Date: 12/20/2022

Complaint: 18568098

I am rejecting this response because: They need to investigate to see how the item was scanned one serial number and returned with another when it's the same item. They need to pull video camera from their warehouse instead of accusing customers of not returning the same item. I want my money and credit back from Amazon for the full amount I paid. This is an error on Amazon's side not mine. I have explained this time and time again. This is not a resolution.

Sincerely,

*****************************
Initial Complaint
Date:12/13/2022
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.
Transaction date: 10/20/22. Amount: $519.99 + Tax. ORDER # ***-6368856-8039455. Product - Apple Watch Series 8. Item was purchased and less than 30 days later the price went down so I contacted the customer support to ask for a price match, which was not given and I was advised to return the first item for a full refund and repurchase. The returned item shows as received in their office on Dec 2nd, according to the *** tracking and no refunds have been issued so far. In fact, their website still don't show the item as received, as per the attached screenshot. I contacted the customer support again and spoke to a few other support representatives who have provided mismatching information as to when the refund would be issued (one said **** days, another one 7 business days, and the latest one 30 days - which is nowhere to be found in your refund policy). I need a solution for this issue.
Business Response
Date: 12/14/2022
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 understand your concerns regarding the refund for the return of "Apple Watch Series 8 GPS + Cellular" from the order #***-6368856-8039455.

The return has been delivered, however not been processed. We request you to wait for 30 days from the date of delivery for the return to be processed. Please write us back if the return is not processed by then.

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: 12/14/2022

Complaint: 18568124

I am rejecting this response because:
Your return policy does not mention a 30 Days wait period for refunds. Its been more than 2 weeks since the item was returned. *** returned other items and it has never taken this long for a refund.
You should review your policy and make it public for your customers.

Sincerely,

*********************************
Initial Complaint
Date:12/13/2022
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.
Amazon refuses to ship order # ***-1691021-8923414. I have called and called and asked why they can't ship they refuse to tell me. Manager **** was very rude to me on the phone. Calling me a broken record and told me to stop calling. They keep saying they have all my items but one and still refuse to ship the items they do have. I have a guaranteed delivery date of Dec 15 by 10pm. There is no way my 400$ order will be here by then and I will Have no time to shop for new Christmas presents by the time they cancel the order and refund the money. I have stated multiple times I do not want this order refunded that I would like my items and they refuse to tell me why I can't have my items still. They're trying to tell me they don't have phone numbers whatsoever to speak to fulfillment. That is incorrect because I spoke to someone from fulfillment yesterday who guaranteed me that my shipment would be coming and that it would update by the morning. If it did not update I was to call back and see what was the issue. I have called back multiple times today and I have got nothing but rude answers and been told to stop calling.I would like Amazon to stick to their guarantee and send me the items they do have. My kids are supposed to open nothing because of them? That is unfair. They keep passing me around from department to department and those departments have no idea why they had me dropped on their line. "Manager ****" needs to be reprimanded for her disgusting attitude with me. She has no right to make fun of customers for calling with an issue. That's why they're there. I want Amazon to list what items in my order they have and I want those items shipped and arriving at my home by Thursday Dec 15 @10pm like they have been guaranteeing. I do NOT want this order canceled. Please don't let them do that. They keep saying they will instead of solving the issues. Manager **** is who I spoke to in Fulfillment. Items haven't moved in almost 10 days now. No reason why
Business Response
Date: 12/20/2022
Hello *******,

I am Raman 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 am so sorry to hear of the unexpected delay with your order and have looked into the matter in detail. We sincerely regret the inconvenience and any misunderstanding when you reached us on this issue.

I have reviewed the tracking and confirmed the items were delivered on December 15, 2022 at 06:34:00 PM to your location.

We understand your concerns in this matter and I have forwarded your feedback to an internal team for a review. Let me assure you that we treat your writing to us seriously and we will take action as appropriate.

I do not have any other information at this time. I appreciate your patience while we look into this matter. As this would be an internal review, we would not be able to share any followup information but our teams will reach out if they need additional assistance.

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

Regards,

Raman R.
Amazon.com ****************
Initial Complaint
Date:12/13/2022
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.
On December 8, 2022 I purchased 2 orders in a bundled transaction totaling $187.40 for ORDER #***-0388970-9733016. I chatted with Amazon as I had issues with both orders in the bundled transaction. Also noting that I reached out to them immediately following tracking updates.The first item/order was a Soft Landing , Darling Duos, 2-Piece *************** Character Rocker Bundle, Flamingo Pink and Im missing the plush toy in the 2-Piece order. Im just looking for a partial $20 refund.The second item/order was a Pelpo 36"/38" Mini Trampoline for Kids with Handle, Toddler Trampoline with Silent Resistance Band, Small Indoor Trampoline for Toddlers, Pink totaling $79.99 that was allegedly delivered under Tracking ID: **********************. The moment tracking updated to Delivered on Sunday, December 11 @ 2:04 PM, I immediately went straight to my mailroom to collect. The first item/order, 2-Piece *************** Character Rocker, was there but the second item/order was not. Im still missing the Pelpo 36"/38" Mini Trampoline for Kids and I truly believe it was delivered to the wrong address. The Amazon note said: left inside the residences mailbox but the item is too big to fit inside my mailbox. Amazon refuses to investigate/resolve and leaves me without a Christmas gift. Im looking for a full $79.99 for the missing item.
Business Response
Date: 12/14/2022
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 about the missing item and the order.

I've checked on it and I can see the team have investigated the entire missing order and based on the results, we aren't able to provide a REPLACEMENT/REFUND.

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 advise you to contact USPS_ATS_PARCEL in order to pursue this matter further. We also 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.

Regarding "Soft Landing , Darling Duos, 2-Piece Plush & Joyride Character Rocker Bundle, Flamingo Pink.", I request you to please return the item back to our return center for a refund as the partial refund option isn't available.

You can return the order following the steps in this link.

https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

I appreciate your understanding and patience.

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
Initial Complaint
Date:12/13/2022
Type:Service or Repair 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.
End of October my Amazon ******* continued to restart by itself - so I called amazon and got approved for an warranty exchange. I was told that I needed to return the ** within a week or I'd get charged. When the ** arrived I took it to a *** store. *** store would not accept the label that was given to by Amazon. I called Amazon, they said I need to call *** and schedule a pick up. I advised that I am at a *** store now and I will just need a label emailed to me so I can leave. Amazon said that this is impossible and I need to take the broken ** back home and schedule a pick up with ***. I went home and called *** and they said I need to schedule a pick up with Amazon, not ***. I again called Amazon and they said *** is wrong. I was able to finally get a return label from the amazon site and returned the ** the next day. Then I get a email saying that if I dont return the **, I will get charged. The entire process was a mess and Amazon did nothing to compensate me for my trips back and forth along with their threats that I will be charged for my broken **. I ordered a few items for my christmas shopping. I was double charged for the phone cleaning devices that I purchased. The Amazon rep said that it's only an authorization and it will drop off once they are shipped. I told her that Amazon actually took two authorizations per order and now it's holding double the authroization. She said that I am wrong. Also i ordered $100 dress shoes using "try before you buy". item was returned but was charged anyway. A toy plane i returned in October was charged.I kindly asked for $100 compensation or a few months free of Prime services for the inconveniences but she just wanted to play games. She kept asking WHo is it that you want to talk to so that you can get your $100? Tell me specifically or I can transfer you. Am I supposed to understand Amazon's hierarchy to ask for a specific person/manager? When asked to speak to a manager - she asked which specific department?
Business Response
Date: 12/14/2022
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 experience you've had with our customer service representative. We'll forwarded your feedback to our team for training and improvement.

I can confirm that you've not been charged for the "Amazon ******* 55" order #***-4841313-3067404. The reminder emails you've received are auto generated by the system to remind the customers. The return has been received and processed.

Further regarding the double charge you were referring to, I can confirm that you've not been charged twice for any of your orders for "VANELC UV Cell Phone Sanitizer". For any failed authorization, the amount will be reversed back to your account by your card issuer. If you've not received the amount after 5-7 business days, you'll need to contact your bank.

While we cannot offer $100.00 in compensation, as a gesture of goodwill I can offer $20.00 credits to your account. Please let us know if this is acceptable.

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
Customer Answer
Date: 12/15/2022

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:12/13/2022
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.
This attached information from Amazon was told to me today via email 12/13 however I was instructed back in beginning of November that because it was DIRT!!! Not to send it back not to mention they were also advised that the baggage was damaged and not packaged properly, I find Amazon to be unprofessional with there work ethic I tried rectifying this with Amazon for 2 hours of being hung up on, talked about in the background since Id had called so many times to get this rectified, I dont respect being told one thing one day tan entirely different thing after youve billed my account. Attached is a copy of Amazon FIRST TIME ADVISING ME, phony documentation after the fact I would have never thrown the dirt away in Late October beginning November if they wanted it back when I was told to throw it away. Ive canceled my credit card and I need this issue rectified
Business Response
Date: 12/14/2022
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, I wasn't able to determine the order you needed help with. I request you to please help me with the item name and the order# you are concerned about so that I'll be able to check and help you further.

Looking forward for the details.

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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