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

58,784 total complaints in the last 3 years.
21,932 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:10/14/2022
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've recently ordered Rogaine Foam (Order# ***-0648125-0295452) and for some reason I've got the topical solution. I've started the return process to get a refund so I could get the correct formula, since I'm allergic to the topical solution and my doctor prohibited that I use any other formula except the foam version. Amazon automatic system didn't accept it.So, I've contacted customer service by chat and they escalated the issue. I've got another email saying the wouldn't accept the return due some regulations. The item was delivered October 13th, today is October 14th. According to the system I have until January 31 to return it. The item came sealed. I never opened because I saw it was the wrong formula. The item is still sealed. There's no reason to not accept the return.So basically they sent me the wrong item and won't accept it back? Is this a joke?Amazon is not what used to be. I never thought I would have to open a complaint here so they can accept a return.
Business Response
Date: 10/16/2022
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 any misunderstanding in this case.

I see that you have received what you have ordered. You have ordered "Rogaine Men's Extra Strength 5% Minoxidil Topical Solution for Hair Loss and Regrowth, Treatment for Thinning Hair, 3 Month Supply, Unscented, 2 Fl Oz " This is not the foam one.

https://www.amazon.com/dp/B0000Y8H3S?th=1

Also this item is non returnable and In this case we are unable to issue return label or refund in this case.

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:10/14/2022
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.
12 Oct 2022. I canceled my account with Amazon for personal reasons. The following evening I turned on my Kindle Ebook reader and discovered it had been "deregistered", which I was not surprised to find. However, Amazon also blocked my access to ALL the books I purchased over the last 10+ years. I don't know how many books, but well over 100 almost all of which I paid for.I want MY PROPERTY ITEMS (eBOOKS), which are nothing more than electronic files DOWNLOADED to my Kindle, returned or refunded IMMEDIATELY. I called Customer Support at ********************** and after an HOUR of being bounced between different "sections" on both Text-Chat and Voice Telephone, I was told I was simply out of luck regarding my purchased books and I "...should have read the small print" routine typical of greedy rip-off artists.This is outright Theft and I demand Amazon return my Property.
Business Response
Date: 10/27/2022
Hello,

I'm ***** from Amazon.com.

Once an account closure request is submitted, this begins a request to delete the data associated with the account in all marketplaces and Amazon affiliated sites globally and closes the Amazon account worldwide.

We were able to verify a request to close your account was submitted on the Amazon.com retail website on October 12. As a result, we are unable to restore your Amazon account and any data associated within it.

You were sent a confirmation email on October 12th that deletion of your information and data would be a permanent action, and you replied confirming to continue.

I would be happy to issue a $100 Amazon gift card as a gesture of goodwill should you decide to open a new account.

We're always happy to help if you have any other questions - you can click a button to contact us from any Help page on our website.

Thank you.
Initial Complaint
Date:10/14/2022
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.
I ordered a dog kennel on September 21st, realizing I had bought the wrong size I selected to return it. The item had already shipped before I could hit return so it was delivered to my house. I brought it to *** on the 1st, it is now the 14th of October. I was told by Amazon to allow to 14 days for the item to reach them and to wait until November 6th for them to investigate what happened to the return. I followed through on my part, I brought the package to *** and got a reciept. If *** lost the package or if there is a considerable delay this shouldn't cause a delay at me recieveing my refund. I would like to be refunded for the package that is no longer in my possession as soon as possible.
Business Response
Date: 10/16/2022
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 order. I'm sorry for the inconvenience caused.

Generally the refunds are issued within 14 days from the date of return however certain items may take upto 30 days for the refund to be completed. This is the reason the customer service team have requested to wait.

Upon checking on the provided order details, I can see a full refund has been already issued on your account on Friday, October 14, 2022 at 6:50 PM (PDT) back to your original payment method. This should reflect on your billing statement within 3-5 business days. Confirmation email sent on Friday, October 14, 2022 at 6:57 PM (PDT).

If you still have any issues, please feel free to contact us directly by replying to [email protected] if we can be of any other assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/16/2022

Complaint: 18225238

I am rejecting this response because: Amazon is still trying to charge my bank account and causing none payment fees to apply. This was an attempted charge on the 14th

Sincerely,

****** ******
Business Response
Date: 10/22/2022
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 a charge attempt for refunded order. I'm sorry for the inconvenience caused.

I'm unable to find the charged amount on your account. If you are charged again, I request you to please share a unique charge id (it will be 9 digits alphanumeric id) that you will find on your billing statement of the account where you are charged.

This will help us identify the transaction and we'll be able to help you further. I appreciate your cooperation.

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:10/14/2022
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.
Amazon closed my account for what they say is asking for refund. I actually did ask for a refund because they sent me a box without the item in it and I paid almost $900 for it. When called in they said they would refund my money and actually gave me a credit to Amazon. That was great then a hour later they closed my account. I never got my money back so they ripped me off for $900 and canceled my prime business membership which I just paid for the year. We are filing a small claims case against them if my money isnt refund and my account restored.
Business Response
Date: 10/21/2022
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 business account.

We have tried locating the account details using the information you have provided on this BBB complain however could not locate it. I request you to please share the registered email id of your business account which was closed and where the order was refunded and you had business prime with.

Once we get the details, we'll look into 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:10/14/2022
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've bought a blu-ray disc collection from a thirty-party seller and one of discs came with early signs of disc rot (Order #***-9817365-5476208) which probably means the other discs probably have the same issue but it's not apparent yet. I've contacted the seller and they agreed the item was defective and requested to be sent back for a refund. The problem is that due my current location the cost of returning the item would be more expansive than the item itself and the seller told me he wouldn't be able to reimburse the shipping costs. In other words, I would lose more money returning the item them keeping the item. Actually, the amount would be negative. So, I've contacted Amazon and requested the A-to-z Guarantee and their reply was that I should return the item without any solution to the problem. If I return the item I'll lose what I've paid for because the shipping costs are high and if I keep the item, my collection will be incomplete in the best case scenario because probably all discs suffer from the same problem.
Business Response
Date: 10/16/2022

Hello,
We have reviewed the issue filed for the Order 114-9817365-5476208 and noticed that the Buyer has reported the defect/damage pertaining to this item on time.
We have issued a full refund to the Buyer on 10/16/2022 in the original payment method.
Refund Amount: USD 46.01
Refund Date: 10/16/2022
In summary, Buyer has been full refunded for the item.
Sincerely,
Initial Complaint
Date:10/14/2022
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.
I order a very heavy item from Amazon.com online about once a month. I have called them several times and put special instructions on my order for them to DELIVER UPSTAIRS TO MY APARTMENT #***. **************** continues to tell me this problem is fixed and yet, it is not. Just got another box delivered to the downstairs mail box this week. I CANNOT LIFT THIS BOX TO CARRY UPSTAIRS. Can you help me
Business Response
Date: 10/16/2022
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 would request you to please help me with the order number using your account email address so that I can pull up the information 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 see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/18/2022
Im just enclosed photos of the two orders that were to be delivered to my front door that were not delivered to my front door but delivered downstairs they are very heavy and I had to carry them up two flights of stairs the instructions were for them to deliver to my front door to apartment number 214 thank you
Customer Answer
Date: 10/26/2022
THIS IS RESOLVED SO PLEASE END THE COMPLAINT & thanks *********************

Get Organized by ***
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.
I purchased a Wonderfold Wagon from Amazon, from a third-party seller. The package was late, and the box was damaged, some scuffs on the product as well. After contacting Amazon customer service, I was assured that this was covered under the A-to-Z Guarantee policy and I could keep the item and would still be refunded the $958.56 I paid for the item. I have the promise in writing as well, included in the documents below. After back and forth with various Amazon reps and leadership, they went back on this promise, and I was told I will not be receiving the promised refund. I blacked out the name of the rep so no personally identifiable information would be in the screenshot of the email. This was order number 113-1975709-0639444 placed on July 6, 2022.
Business Response
Date: 10/16/2022
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 seller fulfilled order. I'm sorry for the inconvenience caused.

I was able to locate the contact where it was promised to be refunded and the associate mentioned about not returning the order. I sincerely apologize for the miscommunication regarding this order. All the orders fulfilled by the sellers are eligible for A-Z guarantee claim however returns are decided from case to case and the final decision about return is communicated by the A-Z directly on your registered email id.

I understand the associate have promised it without a confirmation from A-Z team. I've forwarded the contact details to the concern authorities to make sure a necessary coaching is done to avoid it happening again in future. This order needs to be returned to the seller to the address that they have provided for the refund to be issued. I kindly request you to please return it at the earliest, once it is received by the seller, they'll help you get a refund.

I'm sorry again for the hassle and inconvenience you have to go through on this purchase. If you still have any issues, please feel free to contact us directly by replying to [email protected] if we can be of any other assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/16/2022

Complaint: 18225120

I am rejecting this response because:
The miscommunication was on the part of Amazon. My understanding was clear. I keep the very heavy item and I get refunded Furthermore, the coaching of your staff is for your benefit, not mine. The training of your employees is your responsibility and doing this after the fact does not help me at all in regards to this situation. The fact is that a refund was promised and the item did not have to be returned. This should be honored as its in writing and was spoken. This is why I asked the associate to put the promise in writing. Refund the cost and take issue up with the seller as Amazon allows them to sell on the site.

Sincerely,

****************************************
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've bought a blu-ray disc collection from a thirty-party seller and one of discs came with early signs of disc rot. I've contacted the seller and they agreed the item was defective and requested to be sent back for a refund. The problem is that due my current location the cost of returning the item would be more expansive than the item itself and the seller told me he wouldn't be able to reimburse the shipping costs. In other words, I would lose more money returning the item them keeping the item. Actually, the amount would be negative.So, I've contacted Amazon and requested the A-to-z Guarantee and their reply was that I should return the item without any solution to the problem.If I return the item I'll lose what I've paid for because the shipping costs are high and if I keep the item, my collection will be incomplete.
Business Response
Date: 10/16/2022
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 full refund has already been issued. Please don't worry about returning the item.

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:10/14/2022
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.
This is a follow-up for Complaint Case ID #******** regarding the order 114-0294568-4353049.As attached, I sent out the following information directly to the concern team on Sep 29 as per request from Amazon within Case #********. However, I have not received a response yet, and the Case #******** has been closed only with my dissatisfaction noted. It's been already two months since I returned the order, but I have not received a refund yet. It seems to me absolutely clear this is a scam. I have attached a copy of Complaint Case ID #********, the return label for 114-0294568-4353049 and the return receipt.1. Order number: 114-0294568-4353049 2. Today's date. (MM/DD/YYYY): 09/20/2022 3. Date return item was shipped. (MM/DD/YYYY): 08/11/2022 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.): CarlinKit carplay, block, 1qty 6. Have you experienced prior issues with returning items to Amazon? No
Business Response
Date: 10/19/2022
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 bad experience you had with us. I've shared the feedback with the concern team to get this checked and avoid it happening again.

We've refunded the order back to your original payment method. The refund should reflect on your billing statement within 3-5 business days. Email confirmation sent on Tuesday, October 18, 2022 at 5:02 PM (PDT)

I appreciate your cooperation and patience on this matter.

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:10/14/2022
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.
amazon has correct payment info but is not providing correct payment info to my bank. so orders are failing because amazon is failing to manage my payment information, costing me time, and draining my energy. amazon has been made aware of this issue yet since July 2022 they have failed to resolve it. instead they claim the issue is mine. i assure amazon my bank and i are prepared to demonstrate otherwise. you have correct payment info and you fail to provide it to my bank. this cause me injury of lost time and drained energy managing that i expect to be compensated for. i also need amazon to resolve their issues and let this customer live his life without ******************** interfering.related issues have recurred multiple times.in response, I have attempted to reach resolution with amazon multiple times. Each time they say to contact their legal department. This is how I choose to do this. I assure amazon if there legal department becomes involved in this issue takes longer to resolve and gets a lot more expensive for amazon. They will compelled to compensate me for more time and for all my related legal expenses.
Business Response
Date: 10/16/2022
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 payment.

****, payments are declined by the bank and we have no control over it. I see that the initial payment method failed thrice and then another payment method was charged.

I would request you to please check with the bank so that they can help you on why the payment was declined. Also please ensure all the details are updated in your account with respect to the credit card.

I see that your latest order has been shipped and delivered.

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: 18224917

I am rejecting this response because:
Both my bank and I have repeatedly confirmed and reconfirmed that amazon is not providing correct payment information to my bank. Yet the information on amazon's website shows they have this payment information correct.
In recent months i have attempted to use this credit card as my payment method at amazon, and attempts to do this have failed many times. And for the same reasons. Specifically, my bank says in recent months amazon has failed to provide accurate expiration date information. Amazon has this information. I have repeatedly attempted to communicate the same explanation to amazon, and not surprisingly, their response is always remarkably similar to the one that they submit here.
This is certainly not the first time this explanation has been provided to amazon. This explanation has been provided to amazon many times over attempting to have amazon take corrective action. They always fail to do so because they refuse to admit the root cause for these failures is something they are responsible for. as an example, a recent email included with this complaint contains the following statement: "and its not an error from our end."
THE ROOT CAUSE FOR THIS PROBLEM IS SOME PROCESS OR SOME SYSTEM FAILURE AT AMAZON. THERE IS NO OTHER RATIONAL EXPLANATION. THEY DO HAVE THE CORRECT PAYMENT INFO. MANY TIMES THEY FAIL TO PROVIDE IT TO MY BANK TO PAY FOR ORDERS. I HAVE SPENT MANY HOURS WORKING WITH MY BANK CONFIRMING THIS. BUT AMAZON REFUSES TO ACCEPT RESPONSIBILITY FOR THIS FAILURE. AND SO I MUST FILE THIS COMPLAINT HOPING TO SEEK AMICABLE RESOLUTION. IF NOT I WILL PURSUE LEGAL REMEDIES AND AMAZON WILL BE RESPONSIBLE FOR ALL RELATED LEGAL COSTS.
Amazon is entirely at fault for this. They need to admit their mistake, fix their problem(s), and make required reparations.

Sincerely,

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

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