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

58,839 total complaints in the last 3 years.
21,959 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:10/16/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon has blocked my account from writing product reviews with no explanation and deleted ALL the product reviews I spent 100's of hours writing. Over the last two years I have spent over $18,000.00 on Amazon. I've never written any fake reviews or reviews for products I didn't purchase.Amazon does not respond to my emails about the issue. I have called and was told I'd get an email from someone from that department within a week. Never heard anything from them. Been a couple months and nothing from them.I am really upset, angry, hurt. Amazon is my go to for about everything and I considered myself a loyal customer. Why would they do this? I'm sure it was an algorithm that did this. Why can't a human look into it and fix it?
Business Response
Date: 10/19/2022
Hello,

We have decided to reinstate this customer's account.

We sent an email to the customer informing them of this decision on 10/19/22.

Sincerely.
Amazon.com Seller Performance

Customer Answer
Date: 10/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:10/16/2022
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 bought "2K Home Security Cameras, Galayou 2.4Ghz WiFi Cameras for Home Security, Baby Camera Monitor for Nursery/Elder/Nanny with Smart Motion Tracking and Phone App, Works with Alexa/Google Assistant 2Pack" Order date: Oct 6, 2022 Order #: 113-6267651-5958605 Order total: $45.93 (1 item)I did not recive the order and contacted Amazon.com about that. The Tracking ID: ****************** shows it was not delivered to *********************. It was delivered in Cadillac ******** about 40 miles away. Amazon said to use a shipping address of a work place or a Amazon locker. I am disabled and don't work. Also there are no Amazon locker in my area. Also if *** was to do something to cover the item lost. They money would go to the person/company that sent it. I did not contract the carrier and have no way of choosing the carrier. I have now disputed this with the credit card company. If Amazon will not fix their logistics problem when we, the customer has no choice over what carrier to use when they ship to a rural area. Then I will start posting the email they sent me and we will see how that goes with their customer base.
Business Response
Date: 11/15/2022
Hello,
The seller of your order confirmed that the order 113-6267651-5958605 was shipped by *** on 07 October 2022. The tracking ID is ****************** and it was delivered to ****************************************************************************************, "left at deck."
Once you have received the item, you can pay for this order following the steps outlined in the confirmation we sent to your registered email address on 2022-11-15.
Sincerely,
********
Amazon.com
=======
Initial Complaint
Date:10/16/2022
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.
Incident Report 1. Order number: 113 - ******* - ******* 2. Today's date. (MM/DD/YYYY): 10/14/2022 3. Date return item was shipped. (MM/DD/YYYY): 09/12/2022 4. How did you ship back your return? **** pickup, *** drop off, mailed with ***** or ************* *************** Hemes, Royal Mail, etc.): *** Drop off. 5. Description of the item returned (item name, color, size, quantity, etc.): Logitech Combo Touch iPad Air (4th, 5Th gen 2020, 2022) Keyboard Case Detachable Backlit Keyboard with Kickstand, Trackpad, Smart Connector Oxford Gray; *** Layout 6. Have you experienced prior issues with returning items to Amazon?Yes, big issues with the return item. I started the return item on Sep 12 2022 by dropping it at the *** Store. The tracking number was 1ZR9Y3179066207975. After a few days, I did not see any updates from *** Website. I contacted Amazon customer care and they provided me another tracking number which was 1ZR9Y1900315338191, and it was already delivered at ********** ** ** on Sep 16 2022. And until today I did not see any update on my order. I tried to contact Amazon several times from middle of September until now Oct 14 and I had no receive any responsibility answer from Amazon customer service and my third party company ( Affirm) keeps calling me about payments even I was no longer own the item. So please confirm my return item and close my order that ****** wont call me anymore. I will attach the screenshot of the return process item and some email from Amazon customer care confirmed that they already received my item.
Business Response
Date: 10/17/2022
Hello ******,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

I've checked and see that a refund has already been issued for the order.

An email has been sent regarding the same. If you still have issues, please let us know so that I can 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 see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/18/2022

Complaint: 18230204

I am rejecting this response because: Yes after submitting the complaint, Amazon immediately refunded my order, but it already affected to my credit score since the affirm said I missed payment even I returned item since Sep 12, and it took over 30 days for complete my return order. Very unprofessional

Sincerely,

*****************
Initial Complaint
Date:10/16/2022
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 protein bars and laundry detergent from amazon and the detergent lid came off and spilled over all contents in the package including the protein bars. I wanted to send everything back but amazon said they wouldn't take back food. The stated to send photos of the products, which I did and they refunded me for one of the four boxes of protein bars. I sent them a photo of the detergent and they keep stating to send photos which I have already done. They only work through email and I cannot get anyone on the phone. They keep passing me to someone else that says the same pre written email asking for photos when they photos have been sent in previous emails. I've sent the photos three times to three different people and the same "canned" email requesting a photo is sent back to me. I am down $100 from all the products and there is no one to personally talk to.
Business Response
Date: 10/17/2022
Hello Brenden,

I'm Praveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I'm sorry for the trouble you had with the order.

I've issued refund for the "Gatorade Whey Protein Bars, Variety Pack, 2.8 oz bars (Pack of 18)".

You will see the refund in 5 business days. I see that the detergent order has already been refunded.

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:10/16/2022
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 gifts from Amazon and it said on the items they are returnable until January 31st, 2023. Now when I am trying to return another item I saw that return policy has changed to 30 days which was advised to me by an agent I spoke with on the phone. It still says returnable until January 31,2023 on the Amazon App. This is fraudulent practice. I tried to speak to multiple agents same answer was given. I have been paying for Prime membership and I have never experienced such practices before.
Business Response
Date: 10/17/2022
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 return window date until January 31st, 2023.

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

Upon checking I see that the return is already created for ****** ***** Women's Lux Highline Pant, Black, 12. You may return it for full refund.

However if you want to return other items from your orders, Please reply back to this email with the item name and the order number and we'll create a return for you as an exception.

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

We'll make sure that this is not repeated.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Initial Complaint
Date:10/15/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son, **********, who is 11 purchased an item twice on accident with his Green ***** card. Amazon would not return the item. It was a game.
Business Response
Date: 10/17/2022
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 return for an item that was purchased twice.

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

We look forward to hearing from you soon.

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

Regards,
Pratap
Customer Answer
Date: 10/18/2022
Please cancel complaint. The issue has been resolved. Thank you!
Initial Complaint
Date:10/15/2022
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 $1,000 video graphics card said signature required. Someone must be at home to receive it. *** just dropped it with nobody here. Once I arrived home the package was missing. Filed a police report sent the police report number the officer number, the badge number the information for the police department to Amazon and they still deny the claim stating the package was dropped off without no one being here and being stolen. This is not my fault. This is *** and Amazon. They need to work it out and I need to be refunded.
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'm sorry for the inconvenience caused to you with your Amazon order #***-5070207-9566651. Upon checking I see that a full refund of $1079.99 has been issued to your original payment method on Friday, October 28, 2022 at 7:52 AM (PDT). Refund confirmation email was sent to your email address on Friday, October 28, 2022 at 12:12 PM (PDT).

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:10/15/2022
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.
Two problems with two separate ordersOne order revolves around a pair of AirPods ordered that had a defect in the battery life. I attempted to discuss the options as far as Amazons policy. The representative was not only unhelpful, he attempted to turn me towards the manufacturer warranty, Out of the box problems are subject to return policy procedures, it took a request for an escalation to a supervisor to get the appropriate action to be conducted. In the past, returned items have been credited back to me extremely quickly, my return has yet to be processed. Second issue,The wrong item was delivered to me. This isn't the first time this has happened, An opportunity to have a replacement item sent in an appropriate time manner was not made available to me.Frustrated by numerous issues, I requested to have a conversation with a person within an elevated supervisory role. I was given an email address, to which I was instructed to file the request, This referral was to a fake email address, therefore affirming the attempt to avoid an Amazon investigation into the inappropriateness of the staff, done so by the staff who failed to address the problems correctly,
Business Response
Date: 10/17/2022
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 AirPods and ******* Decaffeinated ************* Black Tea

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

Upon checking I see that the refund of $17.88 has been issued for ******* Decaffeinated ************* Black Tea to your original payment method on Saturday, October 15, 2022. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another. There's no need to return the item for us to issue a refund as it is a Not Returnable item. You're welcome to keep, donate or dispose of it--whichever option is most appropriate and convenient for you.

For AirPods, I see that return has been created. As the replacement option is not available you may return it for full refund or you may contact the manufacturer with this inquiry.

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:10/15/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was placed on hold on 9/19/2022 because of fraudulent activity. However, I didnt notice it until later in the week. On 9/24, I called Amazon and was able to find out that multiple orders had been placed on my account and shipped to ******* during that month. None of those orders were placed by me. There isnt an actual department that you can speak with on the phone to help with verifying and unlocking your account. I was advised that the representative would send a note to the Account Specialist, and I would receive an email with instructions to verify and unlock my account. I received an automated email from an the next day indicating that I needed to verify a card ending in 47 to unlock my account. I dont own, and have never owned a card ending in 47. Unable to respond to that email directly, I called Amazon back to advise that I didnt own a card ending in 47. I asked if there was another way to verify or contact that particular department. I was advised that there wasnt a way to contact that department, and that another note could be sent advising an Account Specialist that I did not have such a card.In response to that call, I received another automated email on 9/28 advising the exact same thing - that I needed to verify ownership of a card ending in 47.I called Amazon back that same day to once again explain the entire situation. The representative expressed that they would reiterate to that department that I didnt have such a card. I then received another response the following day indicating the exact same thing that the previous 2 emails stated - needed to ownership of the card ending in 47.I called again, and received the same response on 10/1. A few days later I called and requested to speak with a Supervisor. The Supervisor sent another note.On 10/6 I received another automated email stating to log in and upload my ID. When I attempted to login, I received a message to contact customer service for further assistance.
Business Response
Date: 10/26/2022

Hello,

We have reviewed the customers buyer account and cleared the unauthorized activity from the account.

We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 10/27/2022.

For more information on our privacy policy, the customer can search for Privacy Notice on the Amazon shopping website.

Sincerely,

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,

*****************************
Initial Complaint
Date:10/15/2022
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 iPads through Amazon. The first pair of them didnt come to me so they sent me a second shipment. I decided to return the iPads. They gave me the option to do *** pick up so I used the pick up option and got the receipt. I wait and never get my refund Im constantly calling amazon to get this resolved. They told me the return receipt I got from *** has the incorrect information! I call *** they tell me that is indeed the iPads and that amazon has to file a claim on my behalf. Amazon told me they cant because its the wrong information. I email them about the situation and I have on record within 4 hours they tell me the package is on the way to them, its on the way back to me and *** never received it so they clearly dont know what happen to it why cant they file the claim this point the package clearly got lost. Since they werent helping me out much I decided to file a charge back since I returned the iPads and they arent helping me resolve this issue. Due to me filing a chargeback they decided to close my account for violating their terms and conditions. They customer service is horrible and they deserve to know this!
Business Response
Date: 10/27/2022
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 27 October, 2022.

Sincerely,

*************
Amazon.com

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