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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

    • 59,704 total complaints in the last 3 years.
    • 21,549 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:11/05/2022

      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.
      Ordered a bag of Dasuquin with MSM for my dog on September 27, 2022 - this is a joint supplement that is mitigating her arthritis. The bag came with the product rotten and /or expired, so I did a replacement refund; meaning I had them ship me a new bag instead of just returning it. The new bag said in stock and Prime shipping, so two days. I waited and waited and finally 5 days later I checked the website only to discover that it hadn't even shipped yet. The expected delivery date was nearly ********************************************** stock and Prime shipping. I contacted Amazon on November 5 to see why: 1) it hadn't shipped yet, and 2) why it takes 10 days to get a Prime order.The customer relations person I spoke to said the reason it hadn't shipped was because they didn't actually have any in stock despite it literally still showing in stock. She told me that the Nov 7 delivery date was assuming they get it in stock which is unlikely because that delivery date is two days from now.It's one thing to lie about stock levels and take people's money for a pair of shoes or something mundane, but ***this is medicine that my dog relies on to walk properly***.Why am I paying 140 USD a year for expedited shipping when they are not shipping two day any longer (at least not to me) and they are selling stuff they don't even have in stock?Really sketchy business practices. Please refund me for the original purchase of the rotten Dasuquin since you can't deliver the replacement either.

      Business Response

      Date: 11/08/2022

      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 to you with your Amazon order. Upon checking, the e-mail address you have provided to us with isn't associated with an account/doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

      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. 

      Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

      We appreciate your time and patience in this regards. We look forward to seeing you again soon.

      Regards,

      *******************************
      Amazon.com
      http://www.amazon.com

    • Initial Complaint

      Date:11/05/2022

      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 purchased 2 Amazon cloud cameras in 2019 for $214.22 and the cameras work amazing. Amazon sent out an email November 4th 2022 stating they are no longer using the cloud cameras and starting December 2022 they will no longer work and we have to throw them away. In replacement they are sending out a $20 blink camera with horrible quality. I called and said I want my money back and not a cheap camera in replacement for my very expensive cameras that they are discontinuing and they hung up on me and very rude. I feel like I shouldn't have to throw away $214 because they don't want to use the product anymore. The blink camera is nowhere near good quality like Amazon cloud ****** want my money back so I can purchase a better quality camera that's equal to the cloud cam quality.

      Business Response

      Date: 11/17/2022

      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 you're upset about this issue, however we are unable to provide an alternative resolution as the promotion is applicable to everyone.

      Since the return window was expired on March 28, 2019, we are unable to offer a refund at this time. 

      Thanks for your understanding.

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

      We appreciate your time and patience in this regards. We look forward to seeing you again soon.

      Regards,

      *******************************
      Amazon.com
      http://www.amazon.com

    • Initial Complaint

      Date:11/05/2022

      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.
      I ordered a $1500 product on October 11, with a delivery and expect set up. I had to be home for delivery therefore took off work for delivery date. The delivery did not show up and no call. Called Amazon to discuss they rescheduled. This happened 4 more times until Amazon cancelled my order then resubmitted it. Another two failed attempts, this time Amazon called and said no capacity to deliver today, again taking off work each day waiting for delivery. Still do not have the product. Each time I call customer service, no one will help and tells me to keep waiting or maybe after the holidays we can deliver. No supervisor will even try to assist or get me my product. Ordered under email ********************* and ******************************* (my spouse).

      Business Response

      Date: 11/10/2022

      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 to you with your Amazon order #***-3749433-3484253. Upon checking the order, I see that the item is returning to seller and a full refund of $***4.99 has been issued to your original payment method on Wednesday, November 9, 2022 at 10:03 AM (PST). Refund confirmation email was sent to your email address on Wednesday, November 9, 2022 at 1:43 PM (PST).

      When you return any item, your return credit will not include any promotional discount or coupon that you applied to the original order. If you used only a portion of a promotional discount or coupon towards the original purchase, the unused portion is available for future qualifying purchases. Please note that the original expiration date of the promotional discount or coupon still applies.

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

      We appreciate your time and patience in this regards. We look forward to seeing you again soon.

      Regards,

      *******************************
      Amazon.com
      http://www.amazon.com

    • Initial Complaint

      Date:11/05/2022

      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.
      Order #***-7904395-7955457. Amazon shipped me an empty box. They have been unresponsive, online forms do not address my issue, and their telephone customer service line takes me directly to an infomercial. I paid for a product and received an empty box.

      Business Response

      Date: 11/06/2022

      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 to hear that the item was missing from the box. This usually doesn't happen.

      I've issued a full refund of $18.17 to your card.  You will see the refund in 5 business days. You can also see the refund request in your account as well. You will receive an email once the refund is complete.

      Further, you can always contact our customer service via phone or chat using the link below : 

      https://www.amazon.com/gp/help/customer/contact-us and follow the prompts.

      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:11/05/2022

      Type:Billing 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.
      They habitually are fraudulently charging my card, Ive have four in the last year and the last two theyve refused to refund. I asked them to ban my card and they claimed they had and they charged me again, I have no Amazon account, I dont buy their products, and Id like to stop being robbed by them I couldnt get My son milk because of that. I just want my 25 dollars back and my card banned and an apology

      Business Response

      Date: 11/06/2022

      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 unauthorized charges you had on your card.

      While I understand your disappointment, I would like to confirm that without the authorization of the owner, the card is never charged. In this case, to avoid any further unauthorized usage of card by any individual who might have got the card or its information, I would suggest you report this to the bank and disapute the charges. They will not only issue a new card but also help you with the charges. 

      When bank contacts our concerned department, we will be happy to co-operate with them. Customer service isn't able to refund the charges but this needs to go through the bank.

      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:11/05/2022

      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.
      Today is November 5, 2022.On October 12, 2022 I returned an item from Amazon to one of their locker hubs, which was picked up the next day on the 13th. Here we are 25 days later and I still have not received my refund. I paid $45.99 plus tax. I have contacted customer service multiple times and every time I have gotten different stories, I have been told that they will escalate my concerns to their return and processing center. However I can not seem to get my money back, I asked for it to be returned to my Amazon gift card and I get told that it can take 14 days to process sometimes longer. It has now been 25 days and I am being told that I need to wait 30 days (until November 13, 2022) before they can request a refund for me. The product I ordered (shoes) was too big and I sent it back the very next day after I received it, I wanted to purchase a new item but needed my money back in order to do so but was told that I needed to wait 14 days. I know that it does not take this long for something to get from Washington to ******, in fact it shouldnt take more than 3 to 5 days at the most to get there. The reps are rude and ignore my requests for a manager and tell me that the manager will just tell me the same thing, instead of transferring me like requested. It is unprofessional and unacceptable to tell a customer that they have to wait 30 days or longer to get their own money back especially when Ive never waited more then 2 days. Their website says usually takes 5-7 days but may be up to 14 sometimes it can take 30 to be received and processed. But that is ridiculous especially when *** been told multiple times that they have received it and then others tell me that they havent received it. No one can give the same story twice. Normally they would at least offer a $5 (insult) to $20 credit for the inconvenience but theyre not even offering anything. I am extremely upset that I cant get my own money back 25 days later. Order number: 114-1464722-5730618

      Business Response

      Date: 11/07/2022

      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 understand that you have returned the item using the Amazon locker and awaiting refund.

      Normally, the return refund process is usually completed within 14 days. However, sometimes processing might take upto 30 days of time. I would request you to wait till November 12, 2022 before we can take any action on the order. 

      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

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