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

58,227 total complaints in the last 3 years.
21,815 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:10/28/2022
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.
Purchased an amplifier from *************************** item didn't show up in time and was delivered to the wrong house. Shipped the item back and was told on October 8th a refund was processed. From there dealt with 27 different reps who have told me different information. Was told to wait until Oct 28 about a refund. I called today and they said they received the return but was the incorrect item, I asked what they received and they said the item was already disposed. After calling back to confirm what tracking number they had, they gave me a tracking number that 1. Didn't come from me or the state I live in. 2. Different weight. 3. Completely different number. I tried giving the qr code that Amazon gave me to give to *** along with a drop off receipt from *** to show the numbers don't match. I've asked for the issue to be escalated over the past month to get this fixed and still hasn't. I provided 3 screenshots. My package was sent Oct 5th with the drop off receipt. The *** screenshot is the info they gave me that they are stating is what I sent.
Business Response
Date: 11/01/2022
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 refund for the returned item amplifier.

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

Upon checking I see that *****, a member of Amazon's Executive Customer Relations Team has already responded to you regarding this issue. The information you received is correct.

It appears we received an incorrect item instead of the correct item, Kicker 46CXA3604T 360 Watt RMS 4 Channel ****** Hz Vehicle Car Audio Class A/B Amplifier with Variable High and Low Pass Filters, in your return of order #***-7842254-5311445.

Also we've disposed of this item and can't return it to you. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

The return window for Kicker 46CXA3604T 360 Watt RMS 4 Channel ****** Hz Vehicle Car Audio Class A/B Amplifier with Variable High and Low Pass Filters expired on November 1, 2022. At this time, we're no longer able to accept the return of the correct item.

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:10/28/2022
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.
A purchase was made on October 15th 2022 for a "Carwash ******" and a set of "Landscaping Pins".Amazon flagged this transaction for some reason and "suppressed" it. Which means that i was charged for the transaction but when i go to click the link in the orders section of the website the link goes no where and therefore is not returnable.The Gift Cards used were store purchased by myself and 100% legal so there is no reason whatsoever to "suppress" it and selling an item without the option for a return is not legal.I would like to return the "Carwash ******" from this order and have been denied the ability to do so for weeks with no resolve.This is the link and the amount from my orders section:October 15, 2022 Payment towards Amazon.com order (?111-2680452-3645840) -$29.10 If they cannot fix this issue then i would like a refund of the $29.10 that was charged to my Gift Card.
Business Response
Date: 10/30/2022
Hello ***************,

I am Raman 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 see the concern you have shared with us on the order and your account and have reviewed it in detail. We will not be able to provide a refund on the issue.

On checking the account, I do not see any hold on the order. You do have the option to request a return label as it is within the return window, and standard conditions of return would apply. Once the items are received and confirmed, the applicable refunds would be issued.

Please go to the order details page, and select the correct option to request a return label. In case you still run into any issues, you could reach **************** 24/7 for assistance.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/28/2022
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 Purchased a High price item on Amazon that ended up be through a 3rd party the item was shipped on October 16th I ask for a tracking number from the 3rd part being that Amazon said I had to get it from them . They Will Not Provide me with a Tracking number they told me the Expedited my Shipping for October 31st Wich I will be out of town . I have reported them to Amazon an the 3rd party came back saying they can't provide me with tracking that they would cancel and refund me my money which is not good customer service through ********************** I contact Amazon and it being told that I still have to contact the third party and wait until Monday to see if I receive the item. The only option they can do is refund me my product which is not okay that is not what I want I want my product but I would like a tracking number being that is a high price item and I will be out of town. I have been going back and forth through Amazon in the third party since the 16th of October I am now very upset that Amazon would treat their customer like this and go through a third party company who would also treat their customer poorly I told ********************** that if I get the product delivered on Monday I would want half off my order for all the hassle I have been dealing with. And they told me that they would have to contact the seller on Tuesday to request this.
Business Response
Date: 10/31/2022
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 complaint and understand your concern regarding the expedited shipping for Recliner Armchair.

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

Upon checking I see that you've placed an order for the item which is sold by a third party seller on our website. When you buy from an third party seller, the seller ships the order by themselves independently. They have their own independent fulfillment centers, they have order's information and handle returns, replacement and refunds. As we are not directly involved in the fulfillment of your order, we are not able to take any actions on the sellers behalf.

I see that the Estimated Delivery Date for your order is between Friday, October 28, 2022 - Wednesday, November 9, 2022 and an email confirmation was sent to you regrading the same at the time of placing the order. Please wait till the the estimated delivery date, the item will be delivered to you.

If the item is not delivered by the Estimated delivery date then we can contact the seller for the refund, and in case the seller is not responding, we can file A-to-z Guarantee for the refund.

Information about A-to-z Guarantee claims, including processing times, can be found here:

http://www.amazon.com/help/a-to-z-guarantee

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:10/28/2022
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 dont recommend ordering from Amazon at all because they would only protect so much as a buyer and not fix there workers mistake I literally have my packages worth almost $200 get delivered to the wrong house this literally happened twice the first time they resent the package this time they telling me its nothing they can do but take it as feedback like how does that sound when Im out of merchandise and money from a mistake your driver did i contact customer service the person literally said try getting my packages delivered to another address no the drivers to pay attention to addresses I would never be ordering from here until I get my problem solve and I would be letting others know about my issues
Business Response
Date: 10/31/2022
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 that the packages are getting delivered to a wrong address instead of the one you have provided.

With reference to your previous BBB Complaint#********, please be assured, I've escalated it to our team and resent them the request to get this checked to avoid future problems. Our team will check on those orders, the address and the issue for necessary action on this matter.

I request you to please give us sometime to fix it and I hope you will allow us another chance in future. 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
Initial Complaint
Date:10/28/2022
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.
Order No. 113-8795804-6377012 was placed on Oct 25, 2022. Delivery instructions with contact was added to this order. The driver didn't follow the delivery instructions nor did the driver leave the with me. The driver marker package delivered to front desk receptionist in which doesn't exist at my location. I have reached out to Amazon over 80 times regarding this missing and mishandled package. The agents has been utterly disrespectful, unprofessional, refused to escalate my concern per my request and has disconnected the calls. I am wanting a follow from the corporate office and a full refund for my order
Business Response
Date: 10/30/2022
Hello *******,

I am Raman 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 see the concern you have shared on the order and have reviewed it in detail. The response shared with you was correct, we will not be able to issue a refund on the order at this time.

Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See https://www.amazon.com/gp/help/customer/display.html?nodeId=**************** for more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/09/2022
On November I received an email stating that my complaint 18328137 has been closed. I am asking that my case is reopen. BBB outcome is incorrect. The business has failed to open a claim, investigate missing package, provide proof of delivery and to respond why delivery instructions werent followed.
I contacted Amazon over 100 times trying to get assistance. Attached are screenshots of call log and my communication with Amazon
Initial Complaint
Date:10/28/2022
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.
Amazon has not issued a refund and it's customer service has lied repeatedly all saying diffrent things. First response.Hello,We’re sorry to hear that you haven’t received your item(s) from order #***-4413049-7599434.Based on the results of our investigation, we aren't able to provide a [REPLACEMENT/REFUND] for this order at this time.[ITEM MISSING: Based on the information provided by the carrier, we're able to confirm that your [ITEM/PACKAGE/ORDER] was delivered with the same package weight and dimensions mentioned on our website.At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ************************************************************************************ for more information.Thank you for your understanding.This is not correct and the person disconnected the chat.Next response.Hello,I understand your concern regarding the refund for your return,I'll certainly assist you regarding this.I looked into order and confirmed that we received your return on Oct 6, 2022. Once your refund is processed, we'll send you an email confirmation. Check the status of your return anytime Once the carrier has your return package, it can take up to 60 days for us to receive and process it.If you don't hear from our returns center by Dec 6, 2022. please write back so we can find out what happened with your return.We look forward to seeing you again soon.Best regards,***** This one atleast tried to help but failed to give any real solution. Next step is posting it on social media.
Business Response
Date: 12/20/2022
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.

Were sorry to hear that you havent received your item(s) from order #***-4413049-7599434.

Based on the results of our investigation, we aren't able to provide a replacement or refund for this order at this time. Based on the information provided by the return center, I see that the item received at the return center is different. As per the report submitted by the return center, we see that we have received PUMA Men's Sneaker, Tazon 6 .Black/Silver, 13 M US (USD 65) ASIN: B00QJ1C3DG (this item was not in the original order).

The original order was PUMA Men's Tazon 6 Wide Sneaker, Black, 13 W US ASIN: B07TNX3GF6 .

Consdering this, I am afraid the system will not allow to issue any refunds on the order.

Thank you for your understanding.

Regards,

***********************
Amazon.com
*****************************
Customer Answer
Date: 12/20/2022

Complaint: 18327835

I am rejecting this response because, this is not acurite and no proof has been provided.

Sincerely,

****
Initial Complaint
Date:10/28/2022
Type:Customer Service 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,I have recently received an email stating that my Amazon account has been closed. While I acknowledge that I have had issues in the past with a few orders, my Amazon account and a few previous ones were closed having a gift card balance on them. A representative claimed that I would be receiving a refund through cheque quite a while ago. I never received it. I would like to either come to an agreement to reinstate my Amazon accounts or account and let me make use of them or send the money that is owed to me. My email is ************
Business Response
Date: 11/16/2022
Hello,

We have denied the customers request for a refund.

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 recently on 16th November 2022

Sincerely,

********
Amazon.com
Customer Answer
Date: 11/16/2022

Complaint: 18327497

I am rejecting this response because: I requested my account to be reactivated. Not a refund. Thank you.

Sincerely,

****** **********************************
Business Response
Date: 11/30/2022
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated 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 11/3/2022.
Sincerely,
Eva
Amazon.com
Customer Answer
Date: 12/02/2022

Complaint: 18327497

I am rejecting this response because: I should be allowed one opportunity to keep using Amazon again. The company is not being helpful. Additionally you guys owe me the gift card balance of one of my other accounts m

Sincerely,

****** **********************************
Initial Complaint
Date:10/28/2022
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.
My Amazon.com Inquiry- BBB Complaint is #********, the Amazon responded they received a incorrect item, I would like to know what item you received. Please let me know, I really returned the mattress, please refund my money.You mention *** shipping label was provided by Amazon. You asked us to contact **** We tried several time but no any result. You should directly contact *** to solve the problem. Not just us to do so.
Business Response
Date: 11/01/2022
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 your concern regarding the returned item.

I see our return center has received 2 x **************** by ****************** 8 Inch Medium Firm Memory Foam Mattress, CertiPUR-US Certfied, Queen.

The items we expected was

1 x **************** by ****************** 8 Inch Medium Firm Memory Foam Mattress, CertiPUR-US Certfied, Queen
1 x **************** by ************************* Chime 8 Inch Medium Firm Memory Foam Mattress, CertiPUR-US Certfied, Full

When we receive any incorrect item, it is discarded at our return center. We are expecting to receive the correct item and if we receive it, it will be updated on your order and the account.

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
Initial Complaint
Date:10/28/2022
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.
This is written in order to get some information about my Amazon store which was deactivated and does not appear in my Marketplace (I have no access to it) I have been trying to contact them since March through multiple emails and it has been impossible.I have not had access to my funds for months and I do not have the possibility of appealing my store because it has disappeared, which is unfair.
Business Response
Date: 11/01/2022
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods 01 November 2022.

Sincerely,
Amazon - Seller Performance.

Best regards,
Amazon.com
Customer Answer
Date: 11/29/2023
My name is *******************************, and I am the owner of an Amazon.com store, Donnklik-Wastarco . My Amazon seller account was deactivated on March 17th, *************************************************************** sight. I have been sending appeals to Amazon in the hopes of reinstating my account, but I have not received any substantive response or a detailed explanation as to why my account remains suspended.

At this time, I am simply requesting that Amazon releases the funds to my seller account. I understand that these funds are generally supposed to be released after **** days, even in the case of deactivated accounts. Amazon has now held these funds for well over 90 days. At this point, I am certain that Amazon has completed its review of my account (as well as the aforementioned appeals) and there are no pending customer claims, chargebacks, refund requests, or other outstanding fees which might necessitate holding these funds any longer.

Thank you for your attention to this critical matter.

Sincerely,

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

Business Response
Date: 12/03/2023
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 12/03/2023.

Regards,
Amazon
Customer Answer
Date: 01/10/2024
Dear Team

I would like to inform you that I have not received the confirmation of identity verification video call from Amazon in the agreed time slots as you can see in the attached image.

Please intervene and request the necessary information to get the video call and release my funds.

Thank you in advance
Business Response
Date: 01/26/2024
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 1/36/2024.

Thanks,
Amazon.com
Seller Performance
Initial Complaint
Date:10/28/2022
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.
My Niece placed an order through Amazon using my account I canceled all but three items which was supposed to get delivered to me by Oct 17th Eveytime I call they say the refunded the money for those three item's im not seeing where I was refunded and the items never arrived I would love to receive my three items that was never canceled *** are still showing in my cart with a delivery date of Oct 17th
Business Response
Date: 11/10/2022
Hello Jannicia,

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 with cancellation of order delivery that is refunded. I understand that you don't see the refund to your account. It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

I've researched on your account and see the order #***-3821620-8905068 was completely refunded for $502.20 back to your payment method.
However, you may see this in multiple refund transactions totaling to this amount as the refunds were processed on eight shipments separately.

You can view the status of your refund in Your Account here: https://www.amazon.com/gp/css/summary/edit.html?orderID=***-3821620-8905068

I hope you find this information helpful! 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

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