Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

59,742 total complaints in the last 3 years.
21,606 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:11/06/2022
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 returned 2 items I purchased and I'm still awaiting a refund and its been more than 2 weeks. I've chatted with 2 representatives since Friday 11/4/22 and both advised that someone would call me back within 24 hours well its now been 72 hours and no phone call. I call today 11/6 and ask to speak with a supervisor because I'm not understanding what is taking so long to process refunds. I speak with supervisor **** who advised that he can't process the refund and I have to wait 30 additional days. As a longstanding Prime member, it unacceptable to wait almost 2 months for a refund. I'd like my refund sent to my gift card balance immediately and I don't expect to take these steps again in order to what is deserved.
Business Response
Date: 11/08/2022
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 am so sorry to hear of the issue you have shared with us regarding the refund for the returned item.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

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: 11/10/2022
111-7185956-4501801 Snuggle Puppy Biscuit
111-1641242-0790666 Dog collar Purple
Business Response
Date: 11/15/2022
Hello *******,

I'm Pratap 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 the compliant and understand your concern regarding the refund for the returned items.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take 30 days. This additional time allows our ************** to find and process the item.

Although the return has been marked as delivered, the ************** has to complete the return processing before the refund is initiated.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

https://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=******

If you don't hear from our ************** by November 17, 2022 , please contact us directly by replying to [email protected] so we can find out what happened.

Thank you for your understanding.
Regards,
Pratap
Initial Complaint
Date:11/06/2022
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 purchased an E-Collar from Amazon. A 2 pack for my dogs. One of the collars was missing when we opened it. The box was intact but missing the product. This was a $310 item. They would not expedite one to us without receiving the item. Less than a week later I ordered an IPhone 12 refurbished. The box was intact, but when I opened it the IPhone 12 box was empty. Amazon would not refund us in anyway. I can promise you, I will never order one product from this company again.
Business Response
Date: 11/08/2022
Hello,

I'm Pratap 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 so sorry to know about the issue that you have shared with us regarding the missing IPhone 12 (Renewed).

Unfortunately We are unable to take any action without a completed and validated police report. I see that the same was advised to you on email that was sent to you on Sunday, November 6, 2022.

Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:

- Information collected at the point of delivery.

- The package weight and reported condition upon delivery.

You may wish to contact your local police authorities to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

Were unable to accept Police Reports that are in pending or any other incomplete status.

The Police Report must be filed before 12/22/2022 and provided in English or Spanish to be considered for review.
Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Please note: to assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened.
We will happily cooperate with the police as part of any investigation.

Thank you for your understanding.

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

Regards,
Pratap
Initial Complaint
Date:11/06/2022
Type:Customer Service 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.
I am receiving phone calls for another customer's deliveries. I have provided tracking numbers and they still won't track it down and fix it. I've even been called multiple times per day; and at 6:15 in the morning. It's ridiculous--they need to do something about this. I have ZERO association with the orders they call about. It's been going on for at least 2 years.
Business Response
Date: 01/04/2023
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 unknown packages and calls about other's packages.

I would request you to please share the package pictures including the label to identify the account and also the phone number so that we 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.
***********************************;
Customer Answer
Date: 01/23/2023

Complaint: 18366386

I am rejecting this response because:

I dont have the packages. They are for another customer elsewhere in the **. I get phone calls when the Amazon driver tries to deliver to them. This has been going on for at least 2 years, and Amazon has repeatedly said they would look into it, but nothing has changed. I have provided Amazon with tracking numbers etc. for the packages; Ive even got the delivery drivers to give me the name of the other customer (*************************). So they have all the info they should need. My phone number is ************; Ive also provided that to Amazon.

*****

Business Response
Date: 02/09/2023
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 appreciate your patience while I worked on this issue.

We were finally able to get the phone number removed from the account of ******************. You will no longer receive any calls pertaining to her packages. This was all due to a typo.

If you encounter any further issues, please let us know and we will be happy to help you.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
***********************************
Customer Answer
Date: 02/13/2023

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:11/06/2022
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.
Placed an order on Amazon.com for a Netgear WiFi router #R6330 in the amount of $43.27 using a Amazon **** card ending in ****. This order was placed on 10-31-22 and a wrong item/shipment was sent to the ****** ***** adresss I provided. So far I called amazon trying to get credit for not receiving our router. The customer service representative didnt seem like they're taking responsibility. Although Amazon admits they made a mistake for sending a wrong item Amazon is not taking responsibility. Until Amazon sets up a call tag for the wrong item sent I want to make this complaint and pursue my refund thru BBB. please inform Amazon that there package containing the wrong item CA be picked up at the same place it was delivered to. There is a concierge department that accepts all incoming deliveries for **** Fed ex, and oversized ***** This package can be picked up at this location once Amazon gives the OK. Other than that I also can dispose this wrong shipment in our recycle bin. Please ad use this to Amazon. Thank You, *********************** *************
Business Response
Date: 11/08/2022
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 that your received a wrong item instead of NETGEAR WiFi Router.

I apologize for the inconvenience that you've experienced in this case.

Upon checking I see that ********** return option is not available for this Item. Hence I've created a PackageLess *** DropOff return and sent the return authorization to the email id associated with your Amazon account.

Your patience and understanding are greatly appreciated.

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: 11/08/2022
Continuation from BBB# ********, The dispute I have with Amazon.com has an order# ***-8009249-4936219 and I need the credit to go to the original form of payment credit card ending in **** 1582
Initial Complaint
Date:11/06/2022
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.
I ordered a candle and it arrived to my mother's house in an envelope. A thin plastic envelope and once she opened the box inside of the envelope which was just a thin piece of cardboard she found shards of glass that surrounded the candle because the casing had completely shattered upon arrival. Maybe put it in a box and it would arrive in better condition. Not only did my mother almost cut herself on the item but my gift was completely ruined. I contacted customer service and tried to do a return or replacement and I was told that it was a non-returnable item. I am completely dissatisfied with Amazon's customer service they don't personalize anything that copy and paste their messages and they treat customers as liars and never is anything done for the customer's benefit it's always for **********************'s benefit. I paid you immediately for an item I received pieces of glass as a gift for my mother she could have injured herself and now I'm having to wait ******************************************************************* of the item and the package to try and get a return or replacement. This is ridiculous. You're a huge company get your act together and act in favor of the customer because that's who keeps you in business. I want a refund immediately. I paid $19.07 . I expect all of that refunded ASAP.
Business Response
Date: 11/08/2022
************,

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 condition in which your order arrived. Thanks for taking the time to let us know. We value your feedback, as it helps us to provide the best possible service.

I've checked and see that your order was refunded in the amount of $19.07 on Sunday, November 6, 2022. $13.88 will go to the card and $5.19 to your gift card balance.

You can view your balance and usage history in Your Account here:

https://www.amazon.com/gp/css/gc/balance/

Well use information collected from your order to help assess and improve the quality of the items packaging to ensure that ***************** a great customer experience.

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: 11/10/2022

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:11/06/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May of this year there were several purchases made on Amazon from my credit card; in total 15 purchases with a cash total of $1,400.95. I never made any of those purchases & never received an email confirming a purchase on Amazon like I normally do. My bank reversed all charges & issued me a new credit card when the 8 purchases were made. Unfortunately, there was 6 more purchases made on my new credit card. My bank sent me a notification asking if I had made these transactions since I hadn't received the new card yet. But unfortunately it happened one last time, before I even received the new card again. Since I did not make the transaction, my bank reversed the transaction once again. My bank explained to me that the new card information was immediately uploaded unto my Amazon account & that's how my card information was obtained. At this point I changed my password on Amazon & the email address associated with my account since it seemed like my Amazon account might have been hacked. I also edited my bank notifications so that I would be notified on every purchase over $5. At this point Amazon blocked my account until the payment was resolved. But they never explained to me where these purchases went to because I never received anything. I want to know what Amazon is doing to find out who made these fraudulent purchases on my account & where were these purchase sent to; make that person accountable instead of forcing me to be responsible to something I did not do. I have been a loyal customer with ********************** for about 10 *********** disappointed in the lack of support I've received from them. I would like to have access to my Amazon account again & have these fraudulent transactions resolved. I have attached all the correspondence between ******************************* & the letters from my bank with the specific dates of transactions. I am hoping the Better Business Bureau can help resolve this issue that began months ago.
Business Response
Date: 11/10/2022
Hello,

We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 2022-11-10.
For more information on our privacy notice, the customer can search for Privacy Noticeon the Amazon shopping website.

Sincerely,
********
Amazon.com
=========
Customer Answer
Date: 11/17/2022
My apologies on my late response. My issue with Amazon has been resolved, thanks to the Better Business Bureau. Thank you for your time & help with my complaint.

Sincerely,
***********************
Initial Complaint
Date:11/06/2022
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 ordered a Design Toscano Maharajah Elephant Indian End Table with Glass Top for $196.00 on Amazon. I received it at my house. It is a great table, but the top is missing. I had trouble even ordering it, as they had me down as not paying for PRIME that I never ever ordered, but they stopped my account for not paying for it! They agreed to give me a $50 gift card, which also never got done! I called and asked WHERE my $50 credit was and **** told me I was not going to get it. She would not give me the supervisor and hung up on me. I tried to call again several times and each time I asked for a supervisor I got hung up on or argued with. All I want is my table top glass, I am elderly and disabled and find this discrimination, as the table is too heavy for me to pack the entire table up and send it back, and is what they want. I keep getting overseas rude people that keep hanging up on me , won't listen to the supervisor call that I was promised the $50 on November 2 and won't send me a glass table top! Both are scammy! I want my glass and I want my credit promised!
Business Response
Date: 11/08/2022
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 missing glass top from Design Toscano Maharajah Elephant Indian Decor table.

I apologize for the inconvenience that you've experienced in this case.

We are unable to send only the missing item as the entire item is shipped as a single unit. I'd request you to return the item for full refund and reorder it.

We are unable to issue $50 promo credit. I apologize for incorrect resolution provided to you.

I'll surely take this as a feedback from you and will forward it to the appropriate team for further review on it.

We'll make sure that this is not repeated.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Initial Complaint
Date:11/06/2022
Type:Sales and Advertising 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.
I received an email from amazon.com on November 4 regarding the discontinuation of Amazon Cloud Cam support. And because I had the Amazon cloud Cam subscription, they offered to replace my amazon cameras and give me a free one year subscription to the Blink plus plan. I was able to redeem my free cameras. However, when it came to getting my free year of the blink subscription plus plan its trying to charge me $100 at checkout, where as the email that Amazon sent said it should show as free. I contacted Amazon customer support by their online chat and via phone. they keep telling me I have to contact Blink Regarding this promotion. I contacted Blink and they keep telling me I have to contact Amazon cause Amazon is the one offering the free year promotion. I am sick of the runaround Im getting from the companies. I believe Amazon is the one that needs to make this right because they are the ones that sent the email with the offer. I have included the supporting documents of a copy of the email Amazon sent me and the email I received from Blink as well as a screenshot of what I see at check out when I attempt to redeem my free one year blink subscription plus plan. I just want Amazon to make it right and give me the free blink plus plan for a year like they offered in the email.
Business Response
Date: 12/01/2022
Hello *****,

I'm Pratap 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 know about the issue regarding the Amazon cloud Cam subscription and blink subscription plus plan.

I've reached out to the Blink team regarding this issue and they have sent an email to you. I've been informed that they have not received any response yet from your end.

Please respond back to the email that you have received from the Blink team.

We look forward to hearing from you soon.

Regards,
Pratap

Customer Answer
Date: 12/02/2022

Better Business Bureau:

I have reviewed the email from Amazon.com and the one from the blink team. I believe they fix the issue and it made it right.

Sincerely,

*************************
Initial Complaint
Date:11/06/2022
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 cell phone from amazon.com, which happened to be defectives and could not get concocted to the networks, a few days ago.I contacted the amazon.com customer service today, to report the issue and request for a replacement but I was told that they did NOT have a replacement option for this item and it could only be returned!Then I explained to them that amazon promo codes have been used for this order and if I place a new order, I will have to pay a lot more than what I paid for the original order and its EXTREMELY UNFAIR to pay more for the same item, since it was damaged! It is like penalizing the customers when they receive a damaged item!The difference is about $40 and I will have to pay an extra $40 to receive the same item, since the original item was defective!!!This is unacceptable!
Business Response
Date: 11/19/2022
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.

While a refund can be issued only when the item is returned, I've issued a promotional certificate for $35.00 to your account. You will see the amount at checkout.

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:11/06/2022
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.
I placed an order for 3 items using **** Rewards Pts as pymt only to see they also used Gift Card, reducing that balance to $0; the Rewards points alone covered the entire purchase amount. The invoice showed that Point and Gift Card were used, leaving a -$40 Amount Owed on the Invoice. I Was told to the only way to get the Gift Card refunded to my account was to cancel the **************** the items; I did, only to have the same thing happen again when I reordered the items. I went in to print the invoice for the original order which would show the payment methods, but they delete that information when orders are cancelled. I received the email for the refund but it was against an older order and my gift card is still pending as a payment method for the order in question.
Business Response
Date: 11/08/2022
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 a refund of $40.00 was issued to your gift card. You can view your balance and usage history in Your Account here:

https://www.amazon.com/gp/css/gc/balance/

I hope the issue is already resolved by our customer service.

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: 11/09/2022

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.
However, response does not explain why the gift card was used in the first place since the payment method was designated as **** Reward Points (which covered the entire purchase price). Resolving these two order issues required a significant amount of my time. Amazon needs to address the technical issues that caused this problem in the first place so it does not continue to occur. If a customer has a Gift Card Balance but selects a different form of payment, that payment selection should be honored.

Sincerely,

***************************

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