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

59,346 total complaints in the last 3 years.
21,740 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:11/29/2022
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.
112-2755978-2133002 One of the items in the above order, which is "Shoyu Ramen" has failed to reach its destination address and is implied to be lost by Amazon. Despite a patient wait, Amazon has refused to give me a refund by deliberately wasting my time with an email stating they are unable to provide a refund for the item unless I contact them through a link they provided. The link they provided leads to a page that asks exceedingly stupid questions and gives irrelevant long answers that serve no purpose other than to deplete my lifespan just as a barking and biting animal would. Amazon must cease this rubbish and refund to me the cost of the item which they have never delivered and that they do not share the present location of.
Business Response
Date: 11/30/2022
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 regarding the undelivered order.

I've shared the feedback with our team to avoid it happening again and issued a full refund on your account for the reported item back to the original payment method. The refund should reflect back in 3-5 business days on your account, You will receive an email once the refund is completed.

Thank you for 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
Customer Answer
Date: 11/30/2022

Complaint: 18475521

I am rejecting this response because:

I'm yet to actually receive the refund. Because I only have a few days to accept or reject the response, I am forced to reject the response due to this business not yet executing the refund.

Sincerely,

***********************
Customer Answer
Date: 12/01/2022
I marked a complaint against Amazon.com as unresolved today. I used this email *********************** to submit the complaint. It seemingly has been resolved, though after strain. The complaint number is 18475521.

Karan C
Initial Complaint
Date:11/29/2022
Type:Billing 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.
On November 28, 2022, Cyber Monday Sale discounts were advertised for an item that I purchased with the assumption of there being a 46% discount of the original price of $81.99 on the ChefiSofi Extra Large 8-inch 5 cup-capacity mortar and pestle set - One huge mortar and two pestles 8.5 inch and 6.5 inch - unpolished heavy granite for enhanced performance and organic appearance. **************** did not try to correct this issue when they knew the pricing was in error. I have been overcharged and I would like for this matter to be corrected immediately. The special was supposed to be for Prime Members, which I am.
Business Response
Date: 11/30/2022
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 deal price for the item ChefSofi Extra Large 8 Inch 5 Cup-Capacity Mortar and Pestle Set.

The prices of products don't remain constant but change often due to the dynamic nature of the Amazon website. We strive to maintain low and competitive prices on everything we carry. We constantly compare Amazon's prices to our competitors' prices to make sure that our prices are as low or lower than all relevant competitors. As a result, we don't offer price matching.

However as an one time exception I've issued the price difference of $37 as a promo credit to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Promo credits are for only one time use and are non refundable. You will not see the credit on your account but you will see the credit applied to your account on eligible order sold and shipped by Amazon at the checkout page under the head "promotions applied".

Thank you for choosing Amazon.

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

Regards,
Pratap
Customer Answer
Date: 12/01/2022

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 as long as this business honors what they agreed to do.

Sincerely,

***************************
Initial Complaint
Date:11/29/2022
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.
Dear BBB,Our Amazon seller account has continued to be suspended no matter what I do to rectify the situation. We have sent countless appeals to various teams at Amazon, and nobody has been able to assist thus far. The Amazon seller account was suspended due to review manipulation. This is a serious offense that we take seriously. We immediately wrote to Amazon to show that our understanding of how we can communicate with our customers was wrong and what have done to change the way we do business. We started sending appeals on our Account Health and when that didnt work, we reach out to every executive team at Amazon. Nothing worked. Sometimes we would get a denial and other times, we would get no response at all.Can you produce a response from Amazon? Any assistance would be greatly appreciated. Thank you for your time.
Business Response
Date: 11/30/2022
Hello,

We have reviewed the seller's account and we are unable to reinstate their selling privileges. We have informed Seller about our decision.

We are unable to provide information on our investigation methods.
Initial Complaint
Date:11/28/2022
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.
It seems to me that Amazon is ignoring me and my requests for help. There has been a debacle with how this recall was handled and getting my inventory returned to me.According to the Recalled Products help page (https://sellercentral.amazon.com/help/hub/reference/external/A67MCULL8TFREGA), I should have been allowed to recall the inventory that was in Amazons warehouse. Amazon provided me with help pages, that I thought would be honored. Instead, they have destroyed my inventory and cost me thousands.I need your help to recover the funds for the inventory Amazon destroyed. Amazon has refused to compensate me for the inventory they destroyed outside of their policies.
Business Response
Date: 11/30/2022
Hello Team,
We understand that the Selling partner wants reimbursement for reimbursement for disposed off units of ASINs: B092NYZ1G3 and B07X444LW3.
Please be informed that these ASINs were recalled at the time of disposal therefore Seller was unable to remove these units from the warehouse,
Since the inventory for ASIN/FNSKU: B092NYZ1G3/X0031088ZL, B07X444LW3/X002ZHPBVF were recalled by the *** for public safety, they do not qualify for reimbursement under the Amazon FBA Reimbursement Policy.
No Seller was able to remove the impacted ASIN/FNSKUs from Amazon inventory as this is against Amazon policy.

Amazon will not distribute any prohibited items for any reason if the item poses a risk to the public as stated by the ***.
Certain products can't be listed on Amazon. The reasons for this may be a matter of compliance with legal or regulatory restrictions (for example, prescription drugs) or per Amazon policy (for example, crime scene photos). As an Amazon seller, it's your responsibility to comply with all laws and regulations and with Amazon policies.
Initial Complaint
Date:11/28/2022
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 spoke to amazon customer service several times. my clomplaint is that 2 people at cusotmer service lied to me about my Return the first lie was that they could and would send my item back to me instead of a return. the second lie was during the 2nd before last phone call..they said that they would resolve my problem and issue me a refund by my original paymet method within 24 hours and give me a refund. they literally told me we will refund you within 24 hours. the next day (today) i call and they have no record of the representative saying that in the notes.if your not going to do something then dont say it on the phone.
Business Response
Date: 11/30/2022
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 that you noticed a price drop on the item purchased in the order #***-7534644-0881041 and the agents assisted you on this informed that the difference can be refunded and you have returned the item. I sincerely apologize for any inconvenience caused with this. It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share these details. I'll submit a coaching feedback to them on this.

I see that the details of the issue has been reviewed by our internal team and see that they have advised you to wait until 27 December 2022, to get the return received and processed. Once the carrier receives your return package, it can take awhile to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation.
If you don't hear from our ************** by 27 December 2022, please write back so we can find out what happened.

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
http://www.amazon.com
Initial Complaint
Date:11/28/2022
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 attempted a return for an amazon order 111-8339388-1754632 on November 16th, Under the Amazon A to Z Guarantee posted on the terms and conditions pages, that I was entitled to a refund automatically if the seller did not contact me back in 48 hours of my return request. On the 18th of November I contacted support again to request a refund, they informed no request was made prior and that they would do it. The agent informed me that the business would have a new ***************************** This window passed and on the 20'th of November I initiated a third customer support attempt who again informed me nothing had been done. I escalated to a supervisor who acknowledged their error, and got me a return shipping label immediately. I returned the Item via *** on the 21st of November and am still missing a refund. Every single agent has been dismissive and unwilling to honor the terms listed on their website.
Business Response
Date: 11/30/2022
Hello ******,

I'm Srujan 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 that you returned an item back to the seller and haven't received the refund yet. I'm sorry for any inconvenience caused with this and for the assistance provided by the previous agents. It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share these details. I've submitted them a coaching feedback to them on this.

I've reviewed the return details on the order and see that the return is created as a Gift Return on the order and the return was delivered on November 28, 2022.

You can view the return tracking here: https://www.ups.com/track?loc=en_US&requester=QUIC&tracknum=1Z0V2Y979030340335/trackdetails

As the return is delivered, I've contacted the seller on your behalf and requested them to process the refund the item to the gift recipient's account.

Usually, once a return is delivered, it may take up to 5-7 days for the seller to process the return. Hence, I request you to please wait on this as the seller is notified on the return.

If you don't hear about the refund by December 8, 2022, kindly let us know to check further.

I hope this helps! 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:11/28/2022
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 Transformer lego set (order #***-4172418-3925014) in October 2022. The item was later returned. I dropped it off at the *** store, an option given by Amazon. Days later, the return status on the Amazon account shows "Return Received. We will process your refund in 2-3 days" (see attachment for screenshot). I patiently waited for the days to pass; however, it's the end of November 2022, and I have not received the refund. After reaching out Amazon, Amazon representatives first claimed that they cannot provide the refund as they see that there's a glitch in the system, likely technical. Amazon further explained that they want to make sure the system works well and this never happens again; therefore, Amazon reported the "glitch" and assigned the problem to an allegedly "internal team" to fix the technical glitch and process the refund. Shortly after, I received an email by Amazon **************** (assuming this is the so-called "internal team" whom I was told to fix the technical glitch). This contact was nothing like what Amazon customer support described. Rather than fixing the "technical glitch" and refunding as promised, I was repeatedly questioned to prove this return, which I already presented the same evidence (as attached) indicating on Amazon's end that "Return Received. We will process your refund in 2-3 days". Isn't that the best evidence that the item is already in Amazon's possession? After going through multiple failed attempts of dealing with Amazon customer service, I was not able to receive my refund. I have used Amazon for at least over a decade and a Prime member for many years. I purchase EVERYTHING on Amazon from toys to clothes to household things. This issue has never happened. Being a professional and reputable business, Amazon handled this return issue poorly. I am in need of support from the BBB to help me resolve this issue and get a full refund. Amazon has possession of the product in new unopened condition.
Business Response
Date: 01/05/2023
Hello,

We have granted the customers request for a refund.
We sent an email to the customer through their registered email address on 2022-12-19. This email confirms that the refund has been issued for $188.07 to the original payment method.

Sincerely,
********
Amazon.com
==========
Initial Complaint
Date:11/28/2022
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 misleads the customers. I placed numerous orders which are for a birthday party. The items were supposed to be delivered on Saturday, for 3 days its been out for delivery. Ive contacted Amazon numerous times from Saturday til today Monday. Spoke to supervisors who promised my items will be delivered today. A supervisor ************** is extremely rude and refuses to assist. I copied all chats and the one with her. Just got off the phone with her ************** and would not give me a resolution. She needs to be retrained and learn how to not be sarcastic to the members. This need to be resolved. Amazon logistics needs to be invested. This is an ongoing issue.
Business Response
Date: 12/01/2022
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 orders.

I've checked and see that our customer service department issued refunds for many orders.

Refunded **** for order 114-9549103-0208208.
Refunded $112.02 for order 114-9549103-0208208.
Refunded $21.76 for order 114-9549103-0208208.
Refunded $57.03 for order 114-4409160-5266669.
Refunded ***** for order 114-5378096-2925804.
Refunded $14.14 for order 114-6167957-4502641.
Refunded **** for order 114-7040503-8131405.

I would request you to please help me with the order number of the items which weren't delivered so that I can 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 see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:11/28/2022
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 called Amazon customer service and told them there was an account made in the name of a person. She was visiting my home and stole my debit card. She used it to make purchases. They "canceled" the order. But then sent out the items and charged my debit card. When I called them to get a written or email showing detail of the order so I could file a dispute with my bank to receive my money back they said they couldn't provide that information to me nor could they cancel an order from a stolen debit card when the debit information was given in the order process. This was a $104 purchase and a $79.
Business Response
Date: 11/30/2022
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 understand that your card was stolen and used to place orders by unauthorized party. I'm sorry for any inconvenience caused with this. It's important for us to understand how situations like this directly impacts our customers, and we're grateful for the time you took to share the details.

I've tried to locate the orders with the charges mentioned in your complaint. Unfortunately, I'm unable to locate the exact orders you are referring to, please share the order numbers or the Charge ID so that we can review the issue and assist you further.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for an order, or subscription.

Using the Charge ID, we can help answer your questions about the charges, in a much shorter time. So we would request you to reply back with the charge IDs.

Rest assured, once we receive the information we will address the issue as soon as possible.

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
Initial Complaint
Date:11/28/2022
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.
Purchased a AGM Rattler Thermal scope from Amazon on November 9th 2022. The cost of item was $1297.92. When this item was delivered it was the incorrect item. Called Amazon immediately to tell them that the wrong item was packed and shipped to us. First customer service person called me a liar and said I stole the item. Called back later that evening and they accepted that I was given the wrong item. They then tell me that only *** can pick up the item. *** took until November 15th to pick up item. The incorrect item was finally delivered to Amazon on November 18th. Now Amazon says that I shipped back the wrong item and are refusing to refund my $1297.92. They item I sent back was the box of pink disposable mask that they sent me the first time.
Business Response
Date: 12/02/2022
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 to hear that you haven't received your refund for the returned item.

I see the team is working on it and have requested to wait for this refund until Dec ************************************************ on Tuesday, November 22, 2022 at 7:44 AM (PST).

I request you to please allow us this timeline for this refund to be completed. If you do not see any updates by this timeline, please contact us through chat or call. We'll be happy to look into it and help you further.

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
Customer Answer
Date: 12/09/2022
I missed the window on this case. Amazon still has not refunded the money. They last claimed it would be refunded December 12th which is still 3 days away. I would like for this case to stay open until it has been resolved.

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