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

58,847 total complaints in the last 3 years.
21,965 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:10/26/2022
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 the new Apple Watch ultra from Amazon on September 20,2022. I didnt receive the item until October 8 due to it being back ordered. Upon receiving the delivery the Amazon box was in perfect condition, but when I opened the box to get to the Apple Watch box the seals were broken and the Watch and band was missing. I called Amazon to return the stolen product and get a refund. I was told on the phone upon receipt of the return I would receive my refund within 7 days. I recently called them back because the item was receive by them on 10-12-2022 and I havent seen a refund. Now they are telling me it takes ********************************************************** the Amazon app its telling me I would be refunded in 7 days. Its wrong for them to hold someones money that long and not give the correct information from the start.
Business Response
Date: 11/08/2022
Hello *******,

I'************* 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 your complaint and I'm sorry about the missing items from the package.

I've escalated this and a full refund of $864.92 has been issued to the original payment method used. If you return an item purchased with an installment plan, you receive a refund for the full amount paid. Refunds include any monthly charges incurred before the item arrives at our returns center. Any outstanding installment payments that would have occurred after the return date are not charged.

For additional details on our return policy, visit our returns policy Help page: https://www.amazon.com/gp/help/customer/display.html?nodeId=********

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/26/2022
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 HAVE REFUNDED THE BELOW AS IT CAN BE CHECKED AND AFTER U REFUNDED ME U REBILLED..ITS AUNACCEPTABLE OKKKKK..I NEED THE REFUND OF ****** ORDER PLACED August 20, 2022 TOTAL $****** SHIP TO *************************** ORDER # ***-0770418-5769041 View order details View invoice Return received We will process your refund in 2-3 days. Once your refund is processed, it can take 2-3 business days for the refund appear in your bank account or credit card statement.Columbia Men's Horizon Explorer Insulated Jacket, Black, Medium Columbia Men's Horizon Explorer Insulated Jacket, Black, Medium Buy it again View your item View return/refund status Get help Write a product re
Business Response
Date: 11/11/2022
Hello,
We received your email about order 113-0770418-5769041. We have researched this matter and confirmed that the dispute in question has been resolved between Amazon.com and your card issuer.
We issued you a refund in the amount of $216.49 on 2022/08/26.
You can view the refund details at the following link: https://www.amazon.com/gp/css/summary/print.html/?&orderID=113-0770418-5769041
Therefore, we will not be able to reimburse you.
Please contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon Marketplace purchases before contacting your card issuer. For more information, visit the page: www.amazon.com/gp/help/customer/display.html?ref_=hp_**_nav&nodeId=G59PXSUWUFR92NUQ.
We cannot help you further with this problem.

Sincerely,
********
Amazon.com
=========
Initial Complaint
Date:10/26/2022
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 ordered an item 10/5/22 which I paid $84.03 from my bank account and $45.96 amazon gift card. The item supposedly arrived 10/7 but it arrived sometime after 6pm because I was home until I left for my sons basketball practice. I contacted Amazon customer service and they said it didn't arrive and to wait two business days, which I did. The following week I contacted them again and they said they were going to refund me the money back since I had to go buy the item from another store. They said it would take 3-5 business days. I waited and no refund was processed. The contact them again and they said the previous person didn't do it correctly and they would do the refund process again but would take 3-5 business days. It was frustrating to wait another 3-5 days. This week I contacted them again because for the 2nd time the refund was not processed and that they would send my request to the correct department. At this point its been 3 days and still no refund. I'm really looking for the refund and an additional gift card reward for the inconvenience and being lied to that the refund was processed twice.
Business Response
Date: 10/28/2022
Hello ******,

I'************* 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 your complaint and I'm sorry about the disappointing experience with your order for ****** CleanSlate Plus Carpet & Upholstery Spot Cleaner.

I've forwarded coaching requests to the previous agents for not taking action in a timely manner and on promised time frame. Their managers will review and take appropriate action.

I've refunded $129.99 towards the order. $84.03 will be processed to the **** Card with in 3-5 business days and $45.96 will be processed to your gift card balance with in 1-2 hours.

The 3-5 business days processing time is from the card issuer/bank. You will receive an automated refund confirmation with in next 24 hours.

Once processed, you'll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=113-9994809-7141802

For the disappointing experience, I've added a $20.00 gift card to your account. You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

http://www.amazon.com/help/gc

We look forward to seeing you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/26/2022
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 AHVE RETURN BIOTH ITEMS AND THIS CAN BE CHECKED ON WEBSITE U HAVE REBILLED ME FOR RETURNED ITEMS ORDER # ***-8830698-8047447 i NEED REFUND BACK ***** I M CONTACTING MY CREDIT CARD ORDER PLACED August 12, 2022 TOTAL $***** SHIP TO *************************** ORDER # ***-8830698-8047447 View order details View invoice Return received We will process your refund in 2-3 days. Once your refund is processed, it can take 2-3 business days for the refund appear in your bank account or credit card statement.Derivatives (The *********************/***** Series in Finance, Insureance and ************************************************** Initial due date:Wednesday, December 14, 2022 Buy it again View your item Return or manage rental View return/refund status Write a product review Return complete Your return is complete. Your refund has been issued. When will I get my refund? Linear Algebra and Its Applications ****************** Initial due date:Wednesday, December 14, 2022 Buy it again View your item Return or manage rental View return/refund status Leave seller feedback Write a product review
Business Response
Date: 10/28/2022
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 charges on the returned order.

I've checked on it and I do not see any retro charged applied on your account for the provided order. In this case, if this is re-billed on your account, I request you to please share a charge id with us. It will be 9 digits alphanumeric id that you will find on the billing statement. It will be a unique id available for all Amazon charges.

Once we get the details, I'll check on it and help you further. 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:10/26/2022
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.
Bought two sets of headlights saying the would fit. They did not! I requested a return. And dropped them off to be sent back at uos store on ********** on Woodforest ********** ** I dropped it off and it said it was being shipped back. Now they say they got it. But still no refund and is keeping me from driving my truck and can't order correct ones till Amazon refunds me my money. They have merchandise and money and keep getting different stories
Business Response
Date: 10/28/2022
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 for the returned orders.

Generally the refunds are issued within 14 days from the date of returning the order and I see the orders are within this timeline however as an exception, I've issued full refund on your account for both sets of the lights.

The refund ($14.71 + $10.81 = $25.52) will be available on your account within next 4-6 hrs and you will receive an email once this refund is available on your account. I appreciate your time 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:10/26/2022
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.
My store was removed from the marketplace, I have not received any response from Amazon to be able to appeal my funds. This has been going on for a long time now and not having access to my store prevents me from showing evidence of my handling and defending myself which I consider is unfair.
Business Response
Date: 11/02/2022
Hello,

While we appreciate the customer's interest, we are unable to provide information on our investigation methods. We believe that the seller account has been used to engage in prohibited, deceptive, abusive, or illegal activity and that ***** our customers, other selling partners, and our store.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision.

The seller has received appropriate communication by email on 2022-05-07.
Customer Answer
Date: 02/23/2023
My name is ********************************* owner of **** General Merchandise Amazon seller account, and my store was deactivted on December 18, 2023 since the date I have only received automatic responses on every channel where I wish to communicate. PLEASE HELP TO RECOVER MY STORE!

Billing Adjustment

Business Response
Date: 02/25/2023
Hello,

We have reviewed your submission and are unable to reinstate your account at this time. Please see prior email communication on the account reinstatement process.

Thanks,

Amazon Seller Performance
Customer Answer
Date: 02/27/2023
I am rejecting this response because:

I have seen the information by email and it has only been an automated email as I have NO access to my store and my address has been withheld for months.

PLEASE HELP ME! NOBODY HELP ME WITH THIS!
Sincerely,

*********************************
Initial Complaint
Date:10/26/2022
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.
Here I am AGAIN, with a shipping problem. Lets start with order number 111-1667692-6927414. This order was supposed to be delivered same day by 10 pm and didnt get delivered until 7:05 the next morning. Now order number 112-5086766-5885833 item was supposed to be delivered by 11 am next morning. As of 930 am it didnt ship. Contacted Amazon by chat. Rep was useless end pretty much said heres $10 but couldnt tell me anything more. Asked to talk to supervisor that told me I had to wait for an email and that will tell me when its coming. I told him it was supposed to be shipped already and to do his job. I asked him if he contacted logistics and he sent back, you have to wait for an email about delivery and DISCONTINUED the chat before I could even finish reading what he wrote! So I called and asked to talk straight to a supervisor. Well I complained to her about the other supervisor which fell on deaf ears. She looked into my order and said our system messed up and it holding your order. So I said well fix it. I dont want my item today, I NEED IT today to finish my cell tower. She told me, get this, the only way to make sure I get my item is to cancel the order and reorder it. She asked me if thats what I wanted to do. I said why are you asking me you guys created this problem you fix it. So she rudely said Ill do what I want I cancelled the order so if you want the item youre going to have to go back on and order it yourself. I said I want to talk to your supervisor. She said she doesnt have a supervisor. I said oh yeah you pay yourself and she said yeah. Your reps dont care about your customers and since Ive been dealing with shipping problems for over a year its apparent to me you guys dont either. None of my problems have been solved. You make policy changes that make it impossible for reps to do their jobs. My problem would have been solve back 5 years ago when the reps could actually do their jobs.
Business Response
Date: 10/28/2022
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 late deliveries. I'm sorry for the inconvenience caused.

I've gone through the order details and record, I understand this is frustrating to have such a bad experience with Amazon and I sincerely apologize for the inconvenience caused. This is definitely not what we expected to have happened. I've shared the feedback with our team to ensure a necessary action is taken to avoid it in future.

I understand you needed the items which were canceled from the order. While the option to reinstate the canceled item or place a new order isn't available with us, I request you to please reorder them, we'll ensure a timely delivery. I've reported the multiple late deliveries issue to our team for necessary action. I know you have heard this before however please be assured, you will see the improvements on your upcoming orders. 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
Customer Answer
Date: 10/28/2022

Complaint: 18315424

I am rejecting this response because:Its the same response I get every time. Nothing ever gets done. Your reps can be as rude as they want to customers and you guys dont do anything about but send a bull c*** standardized response. You didnt even acknowledge how rude your representatives were to me!!!! AGAIN YOU DONT CARE ABOUT YOUR CUSTOMERS. I pay a lot for prime and spend a ton of money with amazon and all I get is a well try harder next time, but dont change a thing.

Sincerely,

*************************
Initial Complaint
Date:10/26/2022
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.
My account was deactivated and I've been trying to appeal this situation, I've requested several calls to get support from the Amazon team, but they don't provide helpful information.Recently I sent an appeal and they replied that they rejected it because my document didn't present the information requested in the past, however when Amazon deactivated my store, they never asked me for any information, and as much as I try to get information, the Amazon team doesn't provide useful information and just play with my hope of selling on Amazon again :(Attached you will find the notification where they deactivated my store and never asked for information, and the second file is the last rejection they gave me, where they say I need to provide the information they asked me for in the past (which they NEVER did).You will understand that in this way it is very difficult to understand what happened and to appeal the situation.
Business Response
Date: 10/28/2022
Hello,
We have reviewed this sellers account and have decided not to reinstate this account and an email was sent to them informing them of this decision on 10/25/2022.
Thanks,
Amazon.com
Seller Performance
Customer Answer
Date: 10/31/2022

Complaint: 18315071

I am rejecting this response because: My account was deactivated on August 5, since then I have tried everything to get it back.
I've sent 5 attempts to appeal the status of my store on August 25, September 12, October 4 and October 19. In sending this information, I've relied on the calls I may have had with the vendor support team (on August 6 and October 7).
However, no member of the seller support team has been able to help me find out what information Amazon needs to reinstate my account.
I find it unfair the Amazon team deactivates my account and tells me that I can appeal this situation, however they DON'T even review the information I send and simply reject my submissions and don't give me any answer about it, simply without any reason, they reject the information I send and don't tell me the reasons or what information is really useful to them.
Please escalate this case, it's not fair the information I'm providing is not being reviewed, nor is it fair the seller support members are not able to provide support that will be actually helpful for the seller performance team to evaluate the case.

Attached you will find the information I've sent on different occasions to Amazon, so it can be evaluated.

Sincerely,

***********************
Initial Complaint
Date:10/26/2022
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.
When I got my new subscription renewed. They told me that it would cost $114.00 and now I have looked at the receipt. Plus they also used my gift card for some of the subscription. The amount of the gift card was $ 36.19.My gift card was from my Birthday! I never told them to use my gift card and they have done this many times before. I don't feel that I need to be lied to. I don't think the *** ********************, would be happy either. What I want is my gift card money back on my gift card. I also would like the company to have a senior citizen price for subscriptions. They use to have one.I just want the price I was quoted. I also want someone to apologize for all of this. I don't want anyone messing with my gift card again. Amazon has to have better customer service. Since they have got so big amazon there customer service has went down.
Business Response
Date: 10/28/2022
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 charges for Prime. I'm sorry for the inconvenience caused.

Effective February 18, 2022, the charges for Prime subscription was revised and the new effective prices are as follows.

Current Amazon Prime membership pricing:

$14.99 per month
$139 per year
Prime Video membership is $8.99 per month

Current Amazon Prime Student membership pricing (visit www.amazon.com/joinstudent):

$7.49 per month
$69 per year

Currently we do not have separate subscription for Senior Citizens however EBT, ********* and other select government assistance recipients can qualify for Prime Access, which offers a discount on the monthly Prime membership. Visit www.amazon.com/primeaccess and verify your eligibility to pay $6.99 per month.

Your Prime Renewal was due on Oct 16 with the new rates. The payment method selected was "gift card balance" and you had $36.19 available in the gift card balance. When the system initiated the renewal charge for $139+taxes, it deducted $36.19 from your available gift card then proceeded to charge the other available card on your account for the remaining funds that is ($114.28) making it a total charge of $150.47 including taxes.

We are unable to refund prime charges however if you are receiving government assistance, you may qualify for a discounted membership. You can view the eligible programs for this discounted fee on this link

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

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:10/26/2022
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.
Ordered on October 20, 2022 paid MasterCard **** **** Order Summary Item(s) Subtotal:$19.99 ************************* Total before tax:$25.98 Estimated tax to be collected:$1.82 Grand Total:$27.80 On the way, but it's running late Track your package for details Track package called they said wait 3 days called back they said wait another week Amazon has taken my money and keeps giving me the run around
Business Response
Date: 10/27/2022
Hello Ms *********,
.
I'm Abhishek 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.

We're sorry to know about the delay with the order #***-2905931-5675402. Up on checking, I see that it is marked as delivered on October 26, 2022. I've requested a refund for the shipping charges $6.41 to your payment card and it will reflect in 3-5 business days.

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

Regards,

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

Customer Answer
Date: 10/29/2022

Complaint: 18312864

I am rejecting this response because: the product i inferior and i want to return it and get a full refund

Sincerely,

*************************************
Business Response
Date: 11/01/2022
Hello Ms *********************** you for writing back to us.

I've requested a return label. Please use the label to return the product and the refund will be issued once the product is received and processed.

We hope to see you soon.

Regards,

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/02/2022

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,

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

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