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

59,335 total complaints in the last 3 years.
21,801 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:11/28/2022
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.
Order number 114-2152082-7665004 Second order number 114-8893911-0552245 this the orders numbers have been more and 2 months i return this item with amazon lockers always i checking my status on the amazon app said the item was on the way i read the same team for like a months i call custumer service for like 7 times try to resolve this issue but nothing call then again i tell then i will contact bbb but i guess they dont really care i only ask for my money back i work hard for my money no one give me anything for free
Business Response
Date: 11/30/2022
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 issued refund for the order in full. You will see a refund of $147.15 in your original payment method in 5 business days. You will receive an email once the refund is complete.

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: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.
In April of 2022, I purchased a laptop from Amazon through a third party seller, PCOnline. The laptop was defective; I requested a return, which was approved. However, the third party seller only refunded $50 on a $600 laptop! Apparently, they decided to keep around $550 as a "restocking fee". What follows is a seemingly endless parade of incompetence from Amazon, wherein I contacted them MANY times over the phone and through chat, trying to get them to honor their A to Z Guarantee. While the customer service reps and managers I spoke with agreed that $550 for a restocking fee was absurd, they kept insisting that we needed to contact the seller and wait. However, PCOnline ignored all the messages.Eventually, I did some further digging and determined that in addition to ignoring the messages, PCOnline had also shut down their business elsewhere and were solely doing business through Amazon. I contacted Amazon again; this time, the rep and I were able to determine that since a partial refund had been issued, there was no way for her to initiate the A to Z claim herself.I should add that I also spoke with many customer service reps who were less than helpful -- including some who outright lied; one said the seller had sent a message agreeing to refund my money, even though no such message exists and no refund beyond the insulting $50 took place, and others who said they'd escalated the issue and I'd be getting a call in 24 hours (obviously, I never heard back).Something else I'd like to mention: I've been a loyal Amazon Prime customer for many years and I do a lot of business with them. However, I'm going through all this shortly after both my grandmother and my brother died of COVID, and the additional frustration and stress caused by this insulting runaround from Amazon cannot possibly be put into words.
Business Response
Date: 12/11/2022
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 see that the order was placed on Saturday, April 16, 2022 and returned on Monday, July 18, 2022 which is out of 30 day returns time. Usually out of 30 day return time, it's the manufacturer which can fix the issue for you or take any other action.

Unfortunately we are unable to take any action in this case.

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
Customer Answer
Date: 12/12/2022

Complaint: 18471342

I am rejecting this response because it is clear in Amazon's records that they APPROVED the return, which is why I sent the laptop back in the first place. If they hadn't approved the return, I would have simply used the warranty to have it repaired. But they APPROVED the return, so I sent the laptop back. Now, they're trying to get away with keeping 90-95% of the money and giving me nothing. This is an obvious and absurd attempt at dodging their legal responsibility in this matter. I have had to spend many hours on this and I am beyond frustrated by their maddeningly poor customer service in this matter. I am entitled to a substantial refund and I demand that they fulfill their legal obligations in this matter.

Sincerely,

***********************************
Business Response
Date: 01/03/2023
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 on December 12, 2022, a refund of $539.00 was issued to the card you have used. The refund should have been seen by now. I would request you to please get in touch with the bank so that they can help you.

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.
*****************************
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.
On October 29th I made a claim for a return with amazon for the 3 item purchase that I required the loan for and was approved by amazon. They sent me an email regarding the returns approval and the email did not have all the items listed. It was listed for *** ground pick up next day delivery. Next day rolls around and no one passed by to pick up the items from my house so I called amazon again to check up on the return. During the call I was told that my return was over the warranty time return limit and I could no longer get the refund. They also told me the last day to do the return was the 29th of October which was the date I made the dispute and got it approved. I waited another day before filing this dispute and the label refreshed to saying that it was out for delivery on October 31st. The whole day passed by and no one came to my house for the pick up and now the delivery has not updated with any new information. During a call with amazon I asked if all the items were approved and even asked for an email confirmation of both the tracking and the approval of all items and again I was only sent a singular item rather than a return confirmation for all items in the order despite my return request being for the order over all which was over a thousand dollars. Please let me know what I can do to resolve this issue I have attached proof of all claims in the chat as well
Business Response
Date: 11/30/2022
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 arranged for pickups for all the three items. You will see two labels with a label having one item and other with two. Please be careful while sending in the items. While the *** driver will bring the label for you and take the appropriate items listed in the label.

Once the item is received and processed, you will receive an appropriate refund.

I hope this helps!

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: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.
On 11/26//22 I placed an order via Amazon. I chose the items based on expected delivery date using my Prime, so I would receive the item the following morning. On 11/27/22, the website said at @12pm est that my item was out for delivery and would arrive by 10pm est. At 10pm est, the item was still out for delivery. At 7am on 11/28/22, the items were marked as being late, expected sometime between 28th and 29th. I contacted Amazon via telephone at 12:12pm, I was advised that the driver ran out of time and therefore took my items back to the warehouse. My items are currently at the warehouse waiting to be assigned to someone to deliver to me, it is currently 12:46pm est. I asked Amazon why wasn't my items sent out first thing this morning? I was told it will hopefully go out today. I speci ordered a "Prime" item, which I pay $15 amonth for,to receive my item a few hours after I ordered it, not 2-3 days later. If Amazon cannot accommodate, they should not have Prime. It is false advertisement and a waste of proples money to pay for a service that is dependant upon a driver's time management. Also, because it is Prime... why was my item not sent back out for delivery this morning? Instead it is "waiting" to be "assigned" to a driver, to "possibly" go out today. How am I supposed to be ok with that when it is after 12 pm,my item is still at the facility, I waited 10 hours yesterday for a delivery that never happened. Keep in mind,as per Amazon, my address is 30 minutes from the warehouse AND this is the SECOND time this has happened.
Business Response
Date: 11/30/2022
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 delay in delivering couple of shipments from your order. We certainly didn't expect this when we shipped this item.

I've forwarded the feedback to the concerned team to ensure such delays are avoided in future.

We expect all packages to deliver on time when we ship them. when an order is delayed in transit, we take actions on case to case basis.

In addition to free delivery, Prime members can still enjoy entertainment benefits, including unlimited streaming access to thousands of movies and TV shows on Prime Video; two million songs with Amazon Music; a free rotating selection of more than ***** books; magazines and comics with Prime Reading; free games and loot with Twitch Prime; and more.

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
Customer Answer
Date: 12/02/2022

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: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.
I ordered a medical textbook for completing a certification exam on 11/17/200 from Amazon. The order #***-5752530-5365024. I paid $25 for the book and an extra $12.62 for shipping in 2 days. Tax was $1.63. I was assured the package would arrive by 8PM on 11/21/2022. The package did not arrive. I contacted Amazon to no avail so I left a message. I left my phone number to contact me but no call was made. The seller, N&H Sales did not issue a tracking number nor do they have a listed phone number. I sent an automated message which later replied sorry for the delay it was not shipped through *** as advertised by **** by priority mail. Still no package as of 11/24/2022. And, I am not eligible for a refund for some reason. I am disappointed that both companies can not seem to locate item nor respond to me, or allow me a refund.
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 you have placed an order #***-5752530-5365024, with a seller on our website that isn't delivered as scheduled. I'm sorry for the inconvenience caused with this and for the assistance provided by our support team.

I've reviewed the details and filed an A-to-Z Refund request on your behalf to get the order refunded. You'll see the refund to yoru card in the next 3-5 business days.

You can see the details of the claim and refund status from the below link:
https://www.amazon.com/gp/a-z-guarantee/help.html?orderID=***-5752530-5365024

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:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was supposed to get a refund from Amazon and its been a month. Ive called several times including today and each time, Im told 3-5 business days and that the previous person didnt do their job or whatever and that this person put it through. Im just sick of it and I was charged again for the same thing and was told I would get a refund from that too but it will probably be ***** business days from now, right? This is just ridiculous.
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, I was unable to understand the issue you have been experiencing.

I would request you to reply to this email directly with more information so that I can help you.

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: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 THIS FAUX FUR COAT FROM AMAZON.COM SELLER INFORMATION RETURN SLIP FIRST CLASS ********************* ***********************************************************************. I CONSTANTLY ASKED WHEN WAS MY PRODUCT COMING BECAUSE THEIR TRACKING NUMBER FOR ORDER # ***-3356126-4635437 ORDER PLACED October 26, 2022 TOTAL $66.38 WOULD NEVER **** SAY THEIR STATUS AND THEN I SHOWED AT MY HOME UNANNOUCED WITH THE SIZE I ORDERED 4X BUT WAS 4X TOO SMALL. THEN WHEN I TRIED TO USE THEIR RETURN LABEL **** MLK POST OFFICE ON ************ ******* ** SAID IT WAS TOO BIG FOR FIRST CLASS MAKING ME PAY $23.20 BUT I HAVE NOT RECEIVED ANY REFUND AND IT'S NOW THE 27TH OF NOVEMBER 2022. THEY KEEP USING ME DOING THINGS OFF MY IDENTITY THROUGH MY STOLEN PORTFOLIOS WITH FIDELITY INVESTMENTS CONSTANTLY. THEY SAID THEY WOULD REFUND MY MONEY ON THE 23RD AFTER I SHOWED THEM THEIR RECEIPT OF MY PAYMENT TO RETURN THEIR PRODUCT THAT DOESN'T FIT. IT WOULD HAVE BEEN NEEDFUL FOR ME FOR MY *********** ********* TRIP BUT OH NO THE TERRORIST STALKERS CAN'T HAVE THAT GETTING IN THE WAY YET AGAIN.
Business Response
Date: 11/29/2022
Hello,

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

I've reviewed your complaint details and I'm truly sorry for the inconvenience you've experienced thus far with regards to order#***-3356126-4635437.

Upon checking the conversation we see the charges incurred as $23.20. As this is a third party seller order we are unable to issue the refund on return shipping on the same order.

To help you with it I've issued the refund as special case on different order#***-6271537-3227407 placed with same **** card for $23.20.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

http://www.amazon.com/gp/css/summary/edit.html?orderID=***-6271537-3227407

I hope this information helps. 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,
*********
Customer Answer
Date: 11/30/2022

Complaint: 18467728

I am rejecting this response because:

Sincerely,

Kkoffee *********************
Customer Answer
Date: 12/01/2022
I keep asking for my refund of $66.38 where they put on an Amazon gift card without my permission or authorization. I want my money back in my account. They keep stalling.
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 ordered online 2 gift cards at $25.00 dollars apiece and only received 1. When I called customer service, they said they can't help me and it's at a location that's about an hour away from me. I'm taking Amazon to court if I don't get the gift card and I'm also receiving a refund of $100.00 dollars or more because Amazon stole my money. Thats against the law and someone's going to jail. for the inconvenience.
Business Response
Date: 11/29/2022
Hello,

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

I've reviewed your complaint and see that you are concerned regarding the delivery for ******'s Frozen Custard Gift Card $25. I'm sorry for the trouble you had 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.

Upon checking the tracking we see that the order shows as delivered

You can view available tracking information from the order summary in Your Account:

https://www.amazon.com/gp/css/summary/edit.html?orderID=111-4147609-0399437

We are unable to issue credit for $100, however we do see a promo credit for $15 has been issued on your account. 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.

Nonetheless, I've reported the issue to our logistics team and requested them to get in touch with the drivers to determine what are the challenges with delivery, so that this can be avoided going forward.

Thanks for your patience and understanding in this regard. 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,
*********
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.
Hi. My amazon seller account Merchant Token - A383SM7Y8M27UA with email - ************************* was deactivated for some indefinite reason.First of all, Seller Support asks me additionals documentation to verify my identity. To verify my identity, Amazon ask me to complete virtual identity verification over a video interview. At the specified time, I was present during the video call and provided all the requested documents (Bank statement, Invoice, ID document (Passport, Certificate of incorporation, EIN number)). I showed all the original documents, answered all the questions that were put to me and sent electronic copies to the email that Amazon support wrote to me. After that, Amazon blocked my account and wrote that they did not have enough data to activate my account, although I provided all the necessary documents and confirmed my identity through a video call.I'm kindly asking you to reinstate my account or at least provide me with exact instructions on what should I do to get it reinstated, because:1) I provided all the necessary documents and confirmed my identity through a video call; 2)I I sell goods through the *** system. My product just arrived at Amazon's warehouse, but Amazon did not allow me to start a business and blocked my account 3) and the main problem is that Seller Support Amazon didn't even give me a chance to start my business. Because it blocked my account as soon as my products arrived at Amazon's warehouse before we start selling Based on the aforementioned, I'm kindly asking you to reinstate my account or provide me with the instructions on how to do it, because I really need my account to be reinstated as soon as possible to start my business. I will appreciate your help of any kind.
Business Response
Date: 12/13/2022
The seller has failed IPI and account does not fit a reinstatement. This has been notified to the seller.
No action pending.
Thanks!
Customer Answer
Date: 12/14/2022

Complaint: 18470326

I am rejecting this response because: I was present at the video verification and confirmed my identity. The account is registered to ******************* and I am the owner of this company. The account was opened by another person. But when we started doing active business and ordering goods, my friend and I opened a company and re-registered an Amazon account for the company. Everything is done according to the rules of Amazon and the laws of *******!
Please activate my account and allow me to run my business on Amazon. All documents that confirm that I am the owner of the company and the Amazon account are in the attached files

Sincerely,

*********************
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.
Tracking number 1Z 5T9 T42 03 **** **** The item could not be cancelled and arrived anyway with this tracking number Amazon can't find this number and won't give me a return label I want my money back and want to return item $144.10 order 114 ******* *******
Business Response
Date: 11/29/2022
Hello,

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

I've reviewed your complaint. The e-mail address you contacted us with doesn't have an order matching what you described. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address using the exact same email address.

If your e-mail address has changed, you can update your information by visiting Your Account (https://www.amazon.com/your-account) and click "Login & Security" at the top of the page. You'll be able to use the "Edit" button to update your information.

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

We hope to see you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/29/2022
*******************************
order 114 900 **** 1712232
Business Response
Date: 12/02/2022
Hello,

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

I've reviewed your complaint and checked the order #***-9004515-1712232.

Upon checking I see that a refund of $144.15 has been issued to the original payment method on Tuesday, November 29, 2022.

Refunds typically gets processed within 3-5 business days from the issue date.

You can view details of the completed refund on your Amazon.com account:http://www.amazon.com/gp/css/summary/edit.html?orderID=***-9004515-1712232

I hope this information helps. 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,

Harasankar.M
Amazon.com
http://www.amazon.com

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