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

59,580 total complaints in the last 3 years.
21,600 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: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
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.
I placed an order with 3 items. They refuse to send a replacement and their driver delivered my items to the wrong address. The person that signed for it doesnt work on my property. They still refuse to help me. I am a loyal customer and this isnt the first time I didnt receive my items.
Business Response
Date: 11/03/2022
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.

As previously communicated, Based on the results of our investigation, we aren't able to provide a refund for this 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. We recommend you to consider a more secure shipping address, such as an Amazon Hub Locker, in the future to avoid further problems.

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
Customer Answer
Date: 11/03/2022

Complaint: 18326935

I am rejecting this response because: they still have not found a solution. The items were signed by someone who doesnt work as a concierge on my property. Therefore I know the items werent delivered to the correct address. Either that or drivers are somehow stealing being that this new policy is in place. Im not sure but I am a loyal customer and wish to have my items or a refund IMMEDIATELY.

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.
I ordered a pair of Apple Airpods from Amazon. I was also gifted the same set of Apple Airpods so I sent back a set to make a different purchase. When creating my return on the Amazon website there was nothing that stated the serial number needed to match the original purchase and there as nothing on the Order history indicating what serial number is/was. Upon receiving my return ********************** emailed me stating my return had been discarded because the serial number didn't match and I would not be given a refund and my item would not be returned to me. I've been emailing and calling with Amazon and they will not return or refund order and they can't tell me what serial number they have on file so that I can check the set that I kept. I do have the other set of Airpods that could be returned in place of the incorrect, but now they have destroyed/trashed my other set of airpods and I'm out $129.I could have returned the correct pair that matched my original purchase as I still have them, but nothing in the return process indicated the serial numbers needed to match or what the serial number was that was sent. I am just seeking help getting my money back or my Airpods back. I'm happy to take an Amazon credit in the amount of the purchase, but I'd be happier to have my money refunded. As of right now Amazon refuses to do either option.Is there anything the BBB can do to assist?
Business Response
Date: 11/09/2022
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.

Please accept my sincere apologies for the inconvenience caused by this situation. Per Amazon's return policy, the ************* disposed the incorrectly returned item and can't return it back to you. Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

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
Customer Answer
Date: 11/09/2022

Complaint: 18326721

I am rejecting this response because: As I mentioned multiple times, we had two of these items both brand new unopened in the box. I needed to return one, since they were a birthday gift for my son and he didn't need two. You rejected the returned item saying it was the incorrect item, but it was the correct item, just the serial number that didn't match. I asked you many times via email what serial number you needed and was ignored every time. I have copies of all the emails, as I'm sure you do, too. I checked my purchase receipt looking for the serial number connected to that order, but it was not listed. I checked the return label before sending it back, but it was not listed there either. You are expecting me to return a specific serial number, but do not document that number ANYWHERE for the customer and refuse to answer questions about what that number is. This business practice of withholding serial number information and failing to document them appropriately on the customer's receipt is extremely shady and unethical.
I also requested that the serial number I returned to you be attached to the order it was originally purchase from, since it was also purchased from Amazon, but again, no one will respond via email, and no one will discuss this via phone. It is clear to me that you use an email only system to communicate with the purpose of picking and choosing what questions to answer, in an attempt to make it as difficult as possible to resolve a problem, in hopes that the customer will just give up. It is an extremely dishonest way to conduct returns.
Had a serial number been provided to me on my purchase receipt, my return label, over the phone, or literally anywhere, I could have returned the correct serial number. But this information was withheld, causing these problems with my return. This is a breakdown in Amazon's return process, and needs to be rectified, since I am the one who pays for it when you refuse to refund or return my brand new unopened item as a result.

Sincerely,

*****************
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.
I was told due to driver error my delivery would be made, AND I would still receive my refund. Now they refuse to stand by their word
Business Response
Date: 10/30/2022
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 refund and the delivery of your order. I'm sorry for the inconvenience caused.

I've checked on it and I can see the issue was escalated by a leadership team member you had the call with. The team will ensure a necessary action is taken about the promise of the delivery along with the refund which did not happen. I understand you wanted the item however while that option wasn't available, To make up for the situation, the leadership member have added $50 gift card balance on your account.

I request you to please reorder the item and please be assured, a necessary action is done to avoid it happening again 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

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