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Business Profile

Ecommerce

Amazon.com
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 59,770 total complaints in the last 3 years.
    • 21,492 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/08/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      My sister in law ordered airpods from an ******** account from ******* and had them sent to my house here in the **. The airpod package was delivered on 9-24-22 but the package was empty. The *********** stamped on package that is was damaged and package was empty. We have been trying to get this issue solved with Amazon either resending item or returning money back to my sister in laws card. Neither thing has taken place. We've contacted Amazon many times and they said they did a follow up and item was received, which is false. I've talked with the post office and they said the package was delivered to them empty. I have pictures showing it was delivered empty. There have been a couple times the representatives have just said file a police report we can't do anything for you and hung up on me after waiting almost an hour to get someone on the line and then for them to transfer me to someone else. I tried to send pictures of the box that was delivered and each representative dismissed it.The tracking number for package 111-5910208-497221 total $128.52 for 2nd generation Apple airpods wireless earbuds with lightning. Package received empty 9-24-22. Stamped by post office received without contents and received damaged. Amazon requested item back. I told them the box came empty and there was no item in the box. I sent the box back UPSground, 9-26-22. Tracking# 1Z 55A Y22 26 **** ****. Received by Amazon 9-28-22 at 11pm in ********* **. Tried to file, 11-7-22 at 8:58pm, with the New York State Police, county of *****, town of *****. ********************** could not file a police report only file an incident report, there was no crime committed.************** # for police. I am unable to get a police report. I sent all info with pictures to amazon and there reply back is when I get police report they can help. I don't know what else to do.There is also the email I sent to them, with pictures of proof. Thank you for taking time to help with this issue.

      Business Response

      Date: 11/11/2022

      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'm sorry for the inconvenience you've experienced with regards to Apple AirPods. If I relate it to myself, I can completely understand how frustrating and annoying the situation can be when something like this happens but believe us it was never our intention.

      We do our best to ensure that all of our customers orders go as smoothly as possible. I apologize this wasn't the case this time.

      I've looped in concerned team for an update and the team has reverted back with the details. As per the information available we see a email was sent on Saturday, September 24, 2022 at 11:05 PM (PDT) for police report. Since the report was not received within the time frame requested we were unable to check for possible options.

      I realize this experience hasn't been as positive as you'd hoped, but I hope you'll consider this an isolated incident and give us another chance in the future.

      We appreciate your time and patience in these regards.

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

      Regards,

      *********

    • Initial Complaint

      Date:11/08/2022

      Type:Product Issues
      Status:
      Answered
      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 returned all items from the order and has been delivered for a long time. I have been partially refunded but still have not received a refund for some item. I've attached photos regarding my order. Order number is in photos

      Business Response

      Date: 11/09/2022

      Hello,

      We have denied the customers request for a refund.

      Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.

      Due to the proprietary nature of our business, we do not provide details on our investigation methods.

      We notified the customer of this decision by email on 29 October, 2022.

      Sincerely,

      ******

      Amazon.com


      Customer Answer

      Date: 11/09/2022

       
      Complaint: 18373224

      I am rejecting this response because:

      This complaint is not about gift cards. 

       

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