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

58,769 total complaints in the last 3 years.
21,913 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:10/15/2022
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.
Amazon did not fulfill my next day delivery and was instead two days late and then delivered the items to the wrong address when it was supposed to be delivered to an Amazon hub locker. When customer service was contacted, they repeated that it was delivered. It was impossible to get answers from the agent because they kept repeating the same thing, so I asked to speak to manager. The manager after much confusion finally replaced the order. Now I hope to be finally receiving my two items, but even if I do, it was one of the worst delivery and customer service experiences. I only have deliveries made to lockers because Amazon logistics is incompetent and can never deliver to my apartment, ***************************, because their drivers think it is a different apartment and deliver there instead.
Business Response
Date: 10/16/2022
Hello ******,

I'm Arun 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 about the order delivery issues.

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

I've checked and see that a replacement order has been shipped out and will be delivered to you by Sunday, October 16, 2022.

Also, I'll surely take this as a feedback from you and will forward it to the appropriate team for further review on it to ensure this is not repeated.

I'm sorry, we'll not be able to issue any credit in this case.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/15/2022
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 a pack of loc extensions off Amazon. They were extremely poor quality and I had an allergic reaction to them due to whatever chemical was on them. I reached out to amazon and was told to contact the seller. I contacted the seller and they told me to contact them via instagram and not Amazon messages. The seller said they would replace the items, so I threw the old ones away. The seller then gave me a fake order number which was confirmed by Amazon, however Amazon will not do anything about the seller lying and scamming their customers.So now I'm out of a product, have a rash on my hand, and I'm out of money as well and Amazon will not do ANYTHING about it.
Business Response
Date: 10/20/2022
Hello *****,

I am Aqeeb 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 your complaint and apologies for the inconvenience caused with the Order No: 114-1194312-0745029

Rest assured, refund has already been processed to Original payment method on Sunday, October 17, 2022
Refund amount : $94.84 and $47.42

You can view details of the completed refund on your Amazon.com account:
http://www.amazon.com/gp/css/summary/edit.html?orderID=114-1194312-0745029

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

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:10/15/2022
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 made my 9 year old daughter an Amazon account I went to Albertsons and bought a $120 gift card for her I put it on her account went to order what she wanted and the account was frozen. That was on the first of October 2022. I have called over 5 time with the same response they will contact me with in 48 hours l and now when I try and get on her account it is asking me to provide proof of the gift card so I took a picture of it and still nothing. I'm a single mother with an income of all of $850 a month I can't afford to just let this go. By the way the account is in my daughter's name ********************* and her phone number ************
Business Response
Date: 10/26/2022
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 10/26/22
Customer Answer
Date: 10/26/2022

Complaint: 18228458

I am rejecting this response because: first off we didn't use an email for that account so they couldn't have sent me an email to resolve this however I did give them two phone numbers and I still have not received a phone call or text. I sent them proof of the gift card the account had never been used and once i put the $120 gift card on it they froze the account not giving back the money that i purchased and put on a gift card for my 9 year old daughter. I am on a fixed income and can't afford to just let this go. I could understand if I went and tried to buy a gift card off Amazon with a fake card I even put my paypal on the account mine not anyone else's this is very frustrating and at this point I will never order from them again and I will be asking other people not to support them as well

Sincerely,

*****************
Business Response
Date: 11/02/2022
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested for gift card purchase receipts to review. Please sign in to your Amazon account and follow the on-screen instructions. You can also upload other documentation proving the gift card ownership, such as the image of the physical gift card or an email or SMS from the sender

Sincerely,

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.
I ordered from Amazon in September. My order kept being delayed. Amazon posted if I didn't receive my product by October 8th I would get a full refund. I contacted Amazon and the woman told me by October 8 come back to request the refund and if the product comes in I can have and keep them also. Now Amazon is telling me something completely the opposite. I have reached out over and over and over since the 8th of October and I was just told there was never any report filled. How can this be resolved with deciet? I did receive the item many, many days beyond the original arrival date. Once Amazon extended the date two other previous times they extended the date one last time to recieve by October 8th, which I still never received. I reached out once again to Amazon and I told come back Oct 9th to get refund. Now they are giving me trouble to refund my order.
Business Response
Date: 10/16/2022
Hello ***************************,

I'm Arun 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 about the order delivery issues.

I've checked and see that the Order ID: ******************* is a seller fulfilled order and I would like to inform you that we'll not be able to take any action on the seller orders from our end.

Also, as per the order tracking, this order shows delivered at the provided address on Thursday, October 13 at 1:47 PM.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/15/2022
Type:Billing 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.
ON A REGULAR BASIS I AM CONTACTED BY AMAZON TO PAY FRO THINGS I HAVE RETURNED..I HAVE PROOF FROM *** THAT I RETURNED THEM ..AND I NEVER GET REFUNDED..I HAVE TO CONTACT MY BANK TO DISPUTE AND THIS IS THE ONLY WAY I CAN GET MY MONEY BACK EVEN IF I RETURNED THE STUFF AND I HAVE PROOF. SEE THE ATTACHED..I HAVE DROPPED THE ***** HAS BEEN RETURNED ,,,SERO REFUND..I DISUED WUTH MY BANK AND AMAZON HAS NO SHAME TO SEND ME EAIL AKIG ME TO PATY AGAIN FOR STUFF CAN U GET UR COMPANY ORGANIZED...AND KEEP TRACK OF STUFF I NEED **** REFUND..ATTACHED PROOF OF DROPPING AT *** ORDER ORDER # ***-3330389-5461858 U ALSO WASTE MY TIME ON A REGULAR BASIS BY MAKING ME TAKE PICS, RESPOND TO USELESS EMAILS AND MAKE COMPLAINTS IF U DONT HAVE ANYTHING TO DO OR TO WORK, I DO OK..I WORK FOR A LIVING ..I DONT HAVE TIME TO WASTE WITH NONSENSE STUFF BC U R TOTALLY DISORGANIZED
Business Response
Date: 10/20/2022
Hello,

I am ******* and I am a member of the Amazon ***********************. I'm writing in response to a complaint filed on behalf of the customer by the *******************************************.

The customer disputed several orders with their payment issuer before the returns and refunds processed. The card issuer refunded the cardholder directly by closing the disputes in their favor for orders 112-9150255-1927401 and 112-3330389-5461858.

Sincerely,

---

*******

Amazon.com | ***********************
Customer Answer
Date: 10/21/2022
I HAVE NOT RECEIVED THE REFUNDS..THEY HAVE CHARGED MY CARDS AGAIN WITHOUT CONSENT FOR RETURNED STUFF.
Complaint: 18228054

I am rejecting this response because:

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.
On October 3 I placed an order at Amazon with a company called pizazz now this order was tagged delivered on the 5th and I never received it, I was so in need I even signed up for prime and was willing to continue my subscription but I made a purchase at ***** so I can have an alternate item for my birthday i reported to the amazon page letting them know that we have run cameras and looked around for this package but its not in the location. They never helped to do any sort of investigation they told me I had to file a report with the police, attempting to do that they were unable to help as we saw no deliveries coming from Amazon. Im now in the Caribbean because I only spent a few weeks in the USA. I have not received my hair not even my money back for this item, not even as much as a little assistance looking for it. I spent $167.72 it may not be a lot of money to them but it is to me. One agent ended our conversation while I was explaining to him that Im no longer in the us to visit the nearest police station for a report to be done. I do not see it as fair that my money is with them and I never got what I paid for, I need some help please this is my first and last time shopping here at Amazon. I had no issue with the seller, she/he explained that it will have to be handled by Amazon as she handed over the package for the shipping but no further actions have been taken, im not sure as to why I have to talk to the police when I paid Amazon for my stuff please help me as soon as possible. I never want to do business again with them I just want my money back and to close my account. Thanks
Business Response
Date: 10/16/2022
Hello *************************,

I'm Arun 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 about the order delivery.

Im sorry for the inconvenience this has caused.

I'd love to help, however, I wasn't able to find the order you asked about using the email address on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account.

Please write back with your Amazon account associated email address/phone number and any related order numbers available so that I can investigate further.

Regards,
Arun

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.
Amazon charges $15.98 a month for the benefits they allege to provide. Now, for the past two days, I have scheduled my Fresh order for delivery. Amazon provided misleading information on members'' orders stating my order is packed and ready. When I spoke with Amazon virtual customer service, Mr. ***** and ************ stated my order have not been prepared at all. Why have people pay for a membership to receive the additional benefits, and Amazon can't or won't honor them? Please refund my payment for my fresh order, and credit my account for the inconvenience and misleading information provided.
Business Response
Date: 10/21/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (http://www.amazon.com/help), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.
Initial Complaint
Date:10/14/2022
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 and was guaranteed a delivery date. The date was missed and adjusted(Amazon moved the deadline because they could not meet it) I reached out via chat and was advised the order was lost, then it was delayed, then it was lost then it was delayed. I was told it was delayed by unforeseen circumstances beyond the control of Amazon but that they were internal reasons. I was then told that a note would be submitted guaranteeing no one would have shipping issues again... that creates BILLIONS of dollars in liability for Amazon when it gets out. Then the agents were taking liberties with cancelling the order on my account without my permission. They would not explain why they were doing it... they would just do it.... they should not be modifying information on a customers account without their express permission. They should not be making promises that can not be kept, or creating major liability issues that would sink Amazon as a company when they are made public.
Business Response
Date: 10/21/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (http://www.amazon.com/help), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.
Customer Answer
Date: 10/21/2022

Complaint: 18227519

I am rejecting this response because:
Here is the order number 113-9062013-1114628
Sincerely,

***************************
Business Response
Date: 10/29/2022
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.

I've reviewed your BBB complaint and I'm sorry to learn your order was delayed and missed the promised delivery date.

Upon checking your order, I found that it was shipped on time from our fulfillment center and was handed over to the **** carrier.

Additionally, Amazon.com Help: Guaranteed Delivery Terms and Conditions (https://www.amazon.com/gp/help/customer/display.html?nodeId=********** also specifies The Delivery Date guarantee does not apply if we miss our promised delivery date because of an unforeseen circumstance outside of our control, such as a strike, natural disaster, or severe winter storm. Also, delivery scans might be inaccurate."

If we provide a guaranteed delivery date on the checkout page, your shipping fees may be refunded if we miss our promised delivery date. A full refund of the shipping fee $5.99 was issued on October 17, 2022. The Delivery tracking of your order shows as delivered 1 day later on Saturday, October 15.

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
Customer Answer
Date: 10/31/2022

Complaint: 18227519

I am rejecting this response because: it fails to resolve my concern

Sincerely,

***************************
Initial Complaint
Date:10/14/2022
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 have been trying to facilitate a 3 year Promise Completely eliminating your worries that was advertised by ******* @Shopify via Amazon. The promise was in print with the ad of my ottoman (see photo below). Advertisement within Amazon also stated the Ottoman was genuine leather. It is not. It is vinyl and has torn in several places.I emailed the seller on June 25. I received an email back asking for the order number and photos, which I sent. They replied back stating I needed to contact Amazon to execute this guarantee. I contacted Amazon and was told to work through the seller. Seller also indicated if I contacted Amazon they would work with me, however, the seller refuses to answer my emails, and their website is no longer active.I bought this item in good faith - from a seller vetted by Amazon - with the understanding (1) this item was genuine leather and (2) the advertised 3-year satisfaction promise listed in print would be honored. I can send photos. I respectfully request the ottoman be replaced or my money refunded in full. Thank you in advance,*****************
Business Response
Date: 10/21/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (http://www.amazon.com/help), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.
Customer Answer
Date: 10/21/2022

Complaint: 18227473

I am rejecting this response because I have already used the links provided to try to resolve my issue. The customer service rep provided me with the link to email Amazon warranty (which I have used to email Amazon twice) and said he put on a note for a manager to call me back (no one called to follow up). I called a second time to speak to a representative and was again directed to the [email protected] email address. Sending me back through your interface only redirects me to the links I used in the first place, which is why I escalated this. My order can be found when you search orders and select Filter. Filter your search for 2021 and search the word ottoman. You have access to my information as a customer. Please access my records and telephone me directly at the number listed for my account. If you still cannot find my information, please contact BBB for my contact information

Sincerely,

*****************
Customer Answer
Date: 10/25/2022
Message to BBB - how and where do I send the order # information to? I do not want the order number posted publicly.
Customer Answer
Date: 10/26/2022
I have attached photos of the order including order number, #***-3172879-0550647. ******************* on Mar 26, 2021.Thank you.
Business Response
Date: 11/01/2022
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.

I've reviewed your BBB complaint and I'm sorry to learn about the issues that you experienced with your order of Vonanda Leather Ottoman Sleeper Chair Bed.

Because more than 30 days have passed since you received this item, we can no longer accept a return.

Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty.

Most manufacturers list contact information on the product packaging.

If you can't find the information there, you might want to try doing a web search to find their phone number or website.

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
Customer Answer
Date: 11/01/2022

Complaint: 18227473

I am rejecting this response because: This product was purchased with an advertised three-year satisfaction promise. I am well within the three year purchase period. Please see photo of the advertisement that was submitted with my original complaint. I also listed in my original complaint that I emailed the seller several times without receipt of a reply, as well as called them and tre number has been disconnected. Amazon needs to be responsible for the sellers they vet.

Sincerely,

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

Please note I sent a full reply to MAREJ, as they emailed me outside of this interface. I also copied the Better Business Bureau on the correspondence.
Initial Complaint
Date:10/14/2022
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.
Hello! I applied 3 gift cards which locked my account. I submitted the receipts online, and when I log in, it showed pending verification. Since yesterday, it has shown to follow next steps in my email but I never got an email. None of the ** reps are aware of what is going on, and no one is responding. Please help.
Business Response
Date: 11/01/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/11/2022 confirming account reinstatement.
Sincerely,
Amazon.com

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