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

59,392 total complaints in the last 3 years.
21,617 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:12/12/2022
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.
For many months I order from Amazon. If the delivery from an amazing driver is done I never get package. They always deliver to the wrong house. I have complained many times to amazon and they say they will fix issue but never do.
Business Response
Date: 01/11/2023
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, I see that ************, from our Executive Customer Relations has sent an email to your email address on December 16, 2022 3:16 AM. Please respond to the email directly so they can check and help you further.

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: 01/11/2023

Complaint: 18563602

I am rejecting this response because:
All I was told was an executive will contact me. I have had several contact me and everytime was told delivering to wrong house won't happen again. But it kept happening. Only the amazon drivers couldn't get it right. Bur it really doesn't matter anymore. I don't order from Amazon anymore. I now use mostly walmart.

Sincerely,

***********************
Initial Complaint
Date:12/12/2022
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.
We recently purchased a MacBook Pro 16in from Amazon on Nov 14th, 2022 in the amount of $2,359.67. We did not end up opening the package and did not need it any longer so we processed a return with a return label provided by Amazon. The tracking number for the return is: 1Z 1V1 7R5 26 **** ****. The return was delivered on 12/01 with proof of delivery. We waited about 11 days, I inquired about the refund and received an email the next day. The email stated that the MacBook we sent (unopened, brand new) was disposed of as they claim it was not the same laptop that was sent (they claim it is a different serial number) however we do not have brand new MacBook Pros laying around and we sent back the exact laptop that was sent to us. We've tried numerous times to contact them regarding this and have been responded to in a rude and unhelpful manner. I tried multiple times to explain to them that the laptop sent to them was the exact laptop sent to us, but they only respond telling us that the brand new unopened almost $3,000 laptop we sent back was not the same one and that they disposed of it. They're telling us to send back the correct laptop for a refund but that is the correct laptop we sent back. They've been nothing but rude and condescending, copying and pasting the same message. They've ended chats on us, hung up on us and even claimed we are lying to them.I do not just have brand new MacBook pros laying around out house, the laptop sent to them was the correct laptop and it is not our fault that they claim it isn't the same one when it is. What's more is the fact that they disposed of the package and are stating that it is too bad, and that if I would like the money back I should "return the product" which I have. I'm at a loss for what to do, and am now being charged for an item I do not own. They won't replace, refund nor return the package that I sent them as a return so I cannot even verify the serial number myself as proof.
Business Response
Date: 12/14/2022
Hello ******,

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

I'm sorry for the trouble you had with the order.

I've checked and see that the item returned had incorrect serial number other than what was recorded during the shipping of the item. I would request you to please recheck if there was any mixup in sending the laptop. Sometimes I can understand it might happen when there are multiple orders delivered.

If you verified and believe that the correct package was sent back, please reach out to *** or local authorities so that they can investigate the issue.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:12/12/2022
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 12/12 I tried to purchase two gift cards on Amazon.com with a $150 Amazon gift card. Upon doing this my account has immediately locked and I was forced to submit how I obtained this gift card (which was no problem). Upon that happening I received an email stating my account would be permanently locked and all of my orders canceled. This began to worry me so I then called and they also said, along with my account being permanently closed that I also will not have access to that $150 gift card. So basically I am out of $150 for no apparent reason and I have been trying to call to no avail for the past couple of hours. This was money to buy my kids Christmas gifts with and now I am out of it for no reason and they will not offer me my money back. This is extremely disheartening and I honestly feel lost and not sure what to do right now. My email on the Amazon account is : ****************** My Amazon gift card was: 6ZY8-FLCGBN-***Please help!!!
Business Response
Date: 12/27/2022
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 27th December, 2022.

Sincerely,

Amazon.com
Initial Complaint
Date:12/12/2022
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 is deceptively marketing the ability to receive place and receive orders "same day" and providing different delivery windows such as 10am - 3pm or 5pm - 10pm. However, multiple times recently they have been unable to actually fulfill this service level and in fact the orders show "out for delivery" and then never arrive. When contacting support regarding these issues, the only "option" I was given was to just wait for the order to arrive. Upon escalating to someone claiming to be a supervisor I was still told that I would just have to wait. The supervisor tried to lie to me and tell me the delivery window is shown in Pacific Time, which is just blatantly false. They are unwilling (although they say they're unable) to track and/or contact the driver to see if the order is simply running late or has had a different issue.It's unacceptable to just have to "wait" when the service being offered is supposed to be same-day and within a specific time window. It's understandable that issues may prevent delivery within the time frame, although given that it's a 5 hour window I would argue it should be a VERY infrequent occurrence. Just this week it has happened to me twice.
Business Response
Date: 12/14/2022
Hello *****,

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

I'm sorry for the trouble you have experienced with the orders.

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

I appreciate your time in bringing this to our notice.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 12/14/2022

Complaint: 18563230

I am rejecting this response because: It does not address my original complaint at all.

Sincerely,

*****************
Initial Complaint
Date:12/12/2022
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 a ************** worth $3000 and returned. It was picked by Amazon Returns Team on May 23rd.Return was recveived to Amazon on May 30th. But my Amazon account was locked before issuing my refund and I've been following up with customer service people since then.Customer service people couldnt help me witth this issue.It's been more than 6 monthd and I was still not refunded the amount.This is not fair to close my account and not issuing a refund even after my item has been returned and received by Amazon.I am bearing all my credit card interest charges.Kindly help me getting my refund.
Business Response
Date: 12/26/2022
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 26 December, 2022. This email confirms that the refund has been issued for ******* USD to the original payment method.

Sincerely,

****
Amazon.com
Initial Complaint
Date:12/12/2022
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.
Received an email from Amazon for a 30% discount on my next order. Used the discount to purchase a product as a Christmas gift, shipped to a relative. Relative receives what he describes as a 'box of trash'.! Product was loose in its original packaging, mounting hardware was loose, display screen on product was damaged and when tested, product did not function. Basically, Amazon boxed up someone else's returned trash and sent it to me. Now we are taxed with returning the trash for a replacement product.
Business Response
Date: 12/14/2022
Hello Mark,

I am Aqeeb 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 complaint and apologies for the inconvenience caused with the Order ID ending with 6617
We never expected this to happen and we would take this as a feedback.

Furthermore, I could see the Order is replaced and the expected date of delivery is Tuesday, December 20, 2022

You can check the return the item and check the status of return here
https://www.amazon.com/gp/orc/returns/history/view

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: 12/14/2022

Complaint: 18562956

I am rejecting this response because:
I don't appreciate your boilerplate response to my complaint. Whoever the person is that filled this order needs to be disciplined or terminated. They obviously don't care what they shove into a box. You have not provided me with any relief for the embarrassment I experienced or the expenses my party incurred in having to return your trash.

Sincerely,

*************************
Initial Complaint
Date:12/12/2022
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.
Discovered that all my reviews had been deleted and that I was blocked from posting new ones. I asked why and got the runaround for several weeks. Finally I talked to someone in that department and they accused me of taking money for my reviews without showing me any evidence, or even telling me which review they thought I was paid for. I have never posted a paid review and am never going to. I havent shopped at Amazon since this happened, but if my review posting abilities are restored I will consider giving them business again. This is a false and borderline defamatory accusation.
Business Response
Date: 12/14/2022

Hello ****,

We previously sent you an email explaining that we detected unusual product review or product rating activity associated with your account that violated our guidelines. As a result, we removed some of the reviews or ratings youve left in the past and restricted your account's ability to contribute reviews, ratings, customer questions and answers, and other Community-related content. After thoroughly reviewing the recent information you provided, we have decided not to restore this account's ability to contribute to community content at this time.

Why is this happening?
Customer reviews, ratings, and votes are meant to help customers make informed purchase decisions through unbiased product feedback. Product reviews, ratings, and votes that violate our Community Guidelines and our Customer Product Review policies are not allowed.

This account can no longer contribute content for the following reasons:
-- Reviews, ratings, and votes were posted in exchange for compensation, such as gift cards, product refunds, review swaps, or free or discounted products.

We are here to help.
If you believe this action was taken in error, or if you have additional information you would like us to consider, respond to this email or contact us at ************************************.

To learn more about this policy, refer to the following resources:
-- "Community Guidelines":
https://www.amazon.com.au/gp/help/customer/display.html?nodeId=*********
-- "About Promotional Content":
https://www.amazon.com.au/gp/help/customer/display.html?nodeId=*********

Amazon Review Moderation team
Customer Answer
Date: 12/22/2022
I would not consider this resolved, as Amazon did not provide me with the information I requested, namely copies of the offending review(s) and an explanation of their process for (wrongly) determining that I was compensated for said review(s). Due to the extremely condescending and sanctimonious tone of their response, I have deleted my account and will never even consider spending my money at Amazon again. I have a feeling this was a retaliatory action based on a false report from a seller that didnt like a review I posted, but since Amazon refuses to provide any transparency into their process all I can do is close my account.
Initial Complaint
Date:12/12/2022
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 12/11/22 at approximately 3pm a package (a Christmas package from my mother) was delivered from Amazon with nothing inside. After further investigation it turns out that the package was never sealed properly before it was shipped. Amazon claims they have no obligation to replace the item since it was a delivery issue. I argue that they do because the package was never sealed properly at the Amazon facility. I believe they have an obligation to make sure that a package is properly sealed before it leaves the facility. If that was the case then I understand it is not Amazon's responsibility.
Business Response
Date: 12/21/2022
Hello ******,

I am **********;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.

Were sorry to hear that you havent received your packages from Order No: 113-3214499-9663420
Please refer to the email sent on Monday, December 12, 2022 at 12:34 PM (PST)

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 ********************************************************************************************* 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.
Thank you for your understanding.
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: 12/21/2022

Complaint: 18562572

I am rejecting this response because:
Instead of sending the exact same response three different times I would like someone to actually read and address my specific complaint which doesn't have anything to do with the carrier and everything to do with the packaging before it left the warehouse. See points listed below I would like addressed.

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 ********************************************************************************************* 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.
Thank you for your understanding.

Sincerely,

***********************
Initial Complaint
Date:12/12/2022
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.
Dear BBB Investigator,We are Amazon.com Merchant Token A1VHFVDTSDHVOR on the ** marketplace. I have been selling Yon-ka branded products for 2 years. The brand Yon-ka is repeatedly trying to file false Intellectual Property Complaints against us on the following Amazon.com listings: *****************************************************. As a third-party seller, we are trying to offer Amazon consumers the lowest possible price on these products. However, Yon-ka cannot stand the thought of us selling their brand for less than MSRP and giving consumers a discount. Yon-ka has been known do falsely file IP complaints because they cannot stand the thought of having competitors on Amazon. Now, Amazon has unapproved us to sell Yon-ka after we have already ordered more than $6,000 in inventory that is stranded at our warehouse. This is authentic inventory sourced from an authorized distributor. I've attached performance notifications from the previous reinstatements of these listings, the invoice issued from our distributor to us, and DNB profile of our distributor proving they are valid. The document date is before the policy warning as well for these listings. Additionally, I have included details on the affected listings, listing limitations, and dates. Please look into this situation accordingly.
Business Response
Date: 12/14/2022
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 [12-14-2022].
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 12/14/2022

Complaint: 18562202

I am rejecting this response because: I already provided Amazon with sufficient documentation to reinstate my offers for each of the 3 mentioned Yon-ka listings. The documentation I previously included is attached below for additional review. It clearly fulfills this requirement that Amazon mentioned to me in it's performance notification:
-- An invoice to indicate that your products are original and are not duplicates or copies thereby infringing on the intellectual property.
I've included the invoice issued by my supplier to me, the *** profile for my vendor, and previous performance notifications indicating that the Intellectual Property complaints have been dropped in the past for these listings with the same supporting documentation. The associated products on the invoice that match with each of the ASINs are detailed below:
--B00OS9A874: ITEM# ***** on the attached invoice
--B00ANSJCW6: ITEM# ***** on the attached invoice
--B00CILKM8Y: ITEM# ***** on the attached invoice
Please review all attachments accordingly.

Sincerely,

*************************
Business Response
Date: 12/16/2022
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 12/16/2022. Thanks, Amazon.com Seller Performance
Initial Complaint
Date:12/12/2022
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 10/17/2022 I contacted Amazon by phone to request a return of a laptop and a laptop monitor which were bought to gather. At that time I was asked how did I want my money returned. I told Amazon to put the smaller amount, which was for the monitor under $200.00 put back into my Amazon account and the larger amount, which was under $2000.00 for the laptop put back into my ***** Fargo Account. On 10/17/2022 Amazon sent *** Ground information to pick up the two packages from my residents which was picked up on 10/18/2022. On 10/21/2022 I got a email stating that the laptop monitor which was under two hundred dollars was received. I called Amazon to find out why I was not notified that the Laptop was delivered. The Amazon representative said that the money for the monitor would go to my Amazon account and, that I would get my money for the laptop which was for ***** plus, I would get some time in November because it was a high value item. This was in October and now we are into December. Amazon tied my money up because by me wanting to put the laptop money back into my ***** ********** account I would not be buying another laptop from them.
Business Response
Date: 02/01/2023
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 #***-0862449-4063468. Upon checking I see that a refund hasn't been issued since the item didn't match the description. Unfortunately we are unable to process a refund at this time.

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,

*******************************
Amazon.com
***********************************
Customer Answer
Date: 02/02/2023

Complaint: 18561815

I am rejecting this response because: On 10-18-2022 I called Amazon and at that time I was not informed that the item sent back for the second part of the order did not match the description of the returned item. I was told that the second part of the order that was received at the same time and place was a high value item so that part of the order would be refunded back to my ***** Fargo account later in to the next month. If the item that you received was different from the order number you should have contacted *** and, if the item number did not match the item you should have told me at that time. I would like to no what did you receive if you did no receive the laptop I sent back?

Sincerely,

************************;
Business Response
Date: 02/12/2023
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. I understand your concern, however we've received the incorrect item so our Return fulfillment center didn't process the return. That's the reason we don't have any further information or details on the item.

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,

*******************************
Amazon.com
***********************************
Business Response
Date: 03/18/2023
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 #***-0862449-4063468. Upon further investigation, we've decided to issue a full refund on the item. To help you with this, we've issued $1186.19 back to your original payment method.

Refund will reflect in your account within 3-5 business days.

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,

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

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