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

58,650 total complaints in the last 3 years.
22,070 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:10/11/2022
Type:Billing 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 allowed me to be charged by a company through Amazon pay after assuring me that the charge was removed in writing . The charge has been reported to my The Federal ***************** fraud department. I have also filed a complaint against the company .
Business Response
Date: 10/17/2022
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 inconvenience caused due to the unexpected charges from Amazon Pay.

I've escalated this to our Amazon Pay team and they have informed me that a refund of $81.13 was issued on 10/11/22.

This refund will be processed with in 3-5 business days from the issued date.

I hope this helps. We hope to see you again soon.
Regards,

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

Customer Answer
Date: 10/18/2022

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:10/11/2022
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.
so my account got locked by amazon for three times in one day. I contacted them since midnight. And once the account is unlocked then when I re placed the order, they locked my account again. I don't know why but their system is stopping me from getting access to my own account. I called customer service 4 times. their CS people is rude and not patient. They don't want to solve this, saying will transfer to account specialist and will write email back in 24 hours. I paid the prime membership, and right now is prime day. And they have been doing this to my account for no reason. They said there's unauthorized activities in my account. which is not true. I placed the order. And I kept telling them there's no unauthorized things. But they keep locking my account. which wasted my whole day. They harmed my interest of being a customer. And they didn't provide the reasonable service and charged my prime membership for this nonsense and rude customer service. their CS people barely enunciate well. most importantly they were rude. also, when I called them to unlock the account, I have to answer what is the address in my account. what happened is their system deleted my address in my account. luckily my friend's s address survived, and that is the only address left. but still what they are doing is hinder customer from access their account by deleting account info and when customer can't answer the address question they will forever locked the account and take away the account balance. who can answer the address right when they deleted your address. this is not reasonable especially when i have my email and phone to receive verification code and they do not want to use that way to verify my identity they are creating difficulties for customer to get their account back, ******************** is the true pest for sure.
Business Response
Date: 10/19/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 10/19/2022 confirming account reinstatement.

Sincerely,

Mark
Amazon.com
Initial Complaint
Date:10/11/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order date Oct 9, 2022 Order #***-4970941-5625005 Order total $106.34 I was supposed to be provided a working device that wasnt working and missing a piece. I contacted about a replacement or refund, but they wanted it back first. I decide to take a little time to eat some food, and get an email saying I will be refunded within 3 to 5 business days. Since they had previously said it needed to be returned i guess they just went ahead with the refund anyway. Either way, they said I was being refunded and the process was underway. Nothing said anything about returning the device in the email. Im now finding out Im not getting refunded as it clearly stated in writing.
Business Response
Date: 10/15/2022
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 item you purchased was defective under order #***-4970941-5625005.

I've checked our logs related to this email address and could not find the email which was sent to you about the refund from our end. Normally, a return is required in order to receive a refund as per our returns policy.

Unfortunately, we are unable to process a refund without a return. We'd request you to please return the item so that a refund can be processed.

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:10/11/2022
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.
I returned some items and Amazon is trying not to refund meevery time I reach out a new lie is being told..first I was told my returns arrived at the warehouse on the 7th and I would be refunded this weekthen told I had to waitthen I was told they didnt have my itemstoday I was told my items arrived at the fulfillment center and would be processed soon but could take **** daysnow I have been a member for years and done many returns so I know it doesnt take that long to process a returnso I began to argue with them so they done went into my account and canceled my returns so now it doesnt even show that I returned the items nor is a refund being issuedthis is ridiculous and its sad I have to contact yall just for them to give me my money because they think they can just do what they want with their customers smhIm literally on the phone and the rep told me the refunds were cancelledso what they did was canceled my refunds so the systems wouldnt be able to read that they were returned and automatically refund me now Ill have to wait and call back after 14 days and theyll manually refund meand I know this is what but whyre doing because my returns were showing as in transit before I started arguing with them and now theyre saying refunds were cancelledthey are basically holding on to my money because they can all because I argued with themthat is not how you run a business and I shouldnt have to deal with this These are the order numbers I returnedI just want my money back now.113-3018039-3322606 113-7203733-2333029 113-8660046-3817868 113-3837991-6922628 113-9225439-7873851 113-1237156-4383418 113-5167740-4653847 113-8229692-2314634 113-1284745-2505862 I provided screenshotsthey should all say return started but instead they are showing the items delivered because the returns were canceledthe rep I argued with canceled my returns so it looks like I didnt return anything when in fact I did and it was being tracked and arrived
Initial Complaint
Date:10/11/2022
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.
I purchased three ****** shirts from a third party seller ****************** and the shirts were defective and the sizing was completely off and ALL items were 2-3 sizes too small. These shirts were NOT customized with individual names and the seller refuses to recognize that the items were defective and refund my money.
Business Response
Date: 10/13/2022
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on October 13, 2022.

Sincerely,

A to Z Guarantee Team
Customer Answer
Date: 10/13/2022

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:10/11/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was trying to return my $600 cat litter robot , but used wrong label accidently. I dropped the huge package (***** LB) to *** store located Maspeth ******** on 7/26/2022, and the package was delivered to Amazon delivery station/warehouse in ******** ** on 7/27/2022 at 10:49am with Signature obtained.I was contacted Amazon customer service to request return my package, But did not get any response so far.I attached the delivery proof .
Business Response
Date: 10/13/2022
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 return of an Amazon order.

Upon checking, the e-mail address you have provided to us doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

****************************************************************;

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

Please feel free to contact us directly by replying to *********************************************** 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
***********************************
Customer Answer
Date: 10/13/2022

Complaint: 18184100

I am rejecting this response because: my daughter has sent a reply email to *********************************************** from the associated email address with proper documentation

Sincerely,

Yaxu Tang
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 #***-9446943-0277807. Upon checking I see that we've received the same item at our return fulfillment center which is "100% Organic Cotton Fitted Sheet Queen ***** ******* Percale Weave Lightweight, Snug-Fit, Crisp, ****************** Deep Pocket, All-Around Elastic (B", so a refund was issued for the same.

Please feel free to contact us directly by replying to *********************************************** 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
***********************************
Customer Answer
Date: 10/31/2022

Complaint: 18184100

I am rejecting this response because:

Sincerely,

*************
i already replied to ********* as soon as i got her email last night. here is the copy:
We sent you two different packages by using the same return label accidentally, we are looking for the missing package #1 that contained cat robot by using the bed sheet return label accidentally, that you received on 7/27/22. You talked about the package 2# contained bed sheets that you received on 8/29/22. Please help to find out the package that you received on 7/27/22 (***** lb) that contained cat robot but using bed sheets return label accidentally. Please see the picture that showed the two packages by using the same return label accidentally and signature obtained proof.
and also attached the two delivered proof.
Business Response
Date: 01/20/2023
Hello,

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

Ill be working diligently to ensure what you've reported is investigated, trust that Ill take ownership of this responsibility on your behalf. I want to be able to give you the best answer I can.

You should expect to hear from us soon.
Customer Answer
Date: 01/24/2023

Complaint: 18184100

I am rejecting this response because:
I already sent you the delivery proof of the cat litter package, the package delivered to you and someone signed to received it, whats happening you said its not found? You lost it? Or someone took it? What will you do the next?

Business Response
Date: 01/24/2023
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 #***-9446943-0277807. Upon checking I see that we've received the same item at our return fulfillment center which is "100% Organic Cotton Fitted Sheet Queen ***** ******* Percale Weave Lightweight, Snug-Fit, Crisp, ****************** Deep Pocket, All-Around Elastic (B", so a refund was issued for the same.

Upon investigation, we've also confirmed that the item "Car Litter Robot" wasn't found at our Return fulfillment center.

Please feel free to contact us directly by replying to *********************************************** 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
***********************************
Initial Complaint
Date:10/11/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought some items (Order# ***-1695499-0037853) on 10/4, with a guaranteed delivery of next day. I know that Amazon's policy offers free delivery or discount on items if delivery was not met. I chatted online with a customer service of ******************** offered 30% discount because of it. They told me to reach out to them once the items came in, which I did, but now they're saying they can't do that. Below is the exact wording from our chat log with the person at Amazon. I just want them to honor what they told me. This is the second time it has happened.Atiqa | **************** Thank you for waiting.In that case ,i would request you to please get back to us once the order is delivered and we would issue a 30% discount on this order as a token of apology for the inconvenience
Business Response
Date: 11/04/2022
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 your order was delivered on Saturday, October 8, 2022 which was the date mentioned on the order checkout. This cannot be considered a delay and as a reason we are unable to issue discount on the order.

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:10/11/2022
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 10/06/2022 ORDERED A CORDLESS KEYBOARD AND MOUSE COMBINATION FOR THE AMOUNT OF $28.73, WHICH WAS TAKEN OUT OF MY BANK ACCOUNT IMMEDIATELY. ON THE FOLLOWING DAY 10/07/2022, THERE WAS ANOTHER $28.73 TAKEN OUT AGAIN FOR THE SAME PRODUCT. I CALLED AMAZON AND TOLD THEM THEY DOUBLE-CHARGED ME, AND THEY CHECKED THE ACCOUNT AND AGREED WITH ME AND SAID THEY WOULD SEE ABOUT GIVING ME BACK MY MONEY AND WOULD CALL ME BACK AT A LATER DATE! THIS MONEY IS DUE TO ME AND I NEED IT. I WASN'T THE ONE WHO MADE THE MISTAKE. I HAVE ON MY STATEMENT THE EVIDENCE. I NEED MY MONEY DESPERATELY.
Business Response
Date: 10/13/2022
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've reviewed your request about the double charges and I'm sorry for the inconvenience caused.

I've checked on it and I can see the refund was successfully issued on your account on Friday, October 7, 2022 3:55:29 PM PDT back to your original card. Since you have used Pinless debit for this transaction, the refund should reflect in your account in **** business days. I'd request you to please contact the card issuing bank to get any further details on this refund.

I appreciate your understanding.

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:10/11/2022
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 gave a label to my customer(Order #******************** with NO declared value! Because of this I cannot open a claim with **** How do you send an item that is $1,500 with no declared value and have them ship it back to us! When I order from Amazon and something is damaged they will NEVER have me ship back an damaged item. We opened a SafeTClaim and they only refunded half the money. We are owed the other half ASAP. Tracking number for the return was 1ZA468W19023221955
Business Response
Date: 10/22/2022
Hello from Amazon.com,

My name is ********, and Im a member of the Amazon.com ***************** Partner Relations Team.

I will serve as your point of contact as we work through the resolution of your case.
The reimbursement of 50% is due to our SAFE-T policy for restocking fee on damaged items.
Per Restocking Fee policy, if the product is damaged by the customer, the reimbursement will be limited to a maximum of 50% of the order value of the product.
We have granted the remaining Seller proceeds as an exception to the policy for this case to alleviate Seller concerns immediately.
Restocking Fee Policy: https://sellercentral.amazon.com/help/hub/reference/external/G201725780

********
***************** Partner Relations
Customer Answer
Date: 10/22/2022

Complaint: 18198963

I am rejecting this response because:

That does no good for me. The point is YOU gave a label with no declared value but let a customer ship a $1,500 with a value saying its worth NOTHING!!!!

Sincerely,

*********************
Initial Complaint
Date:10/11/2022
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.
Second time this has happen to me in the past month! I ordered a shearling line pair of Berkinstocks and received a regular pair of unlined ones, false advertisement. I also have a picture of what I was ordering.
Business Response
Date: 10/13/2022
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 that the item "1 x Birkenstock Women's ******* Black Suede" is not as described on the website.

I've reported this issue to our team to get the inventories checked for the necessary action. The team is actively looking into it and will make sure this is taken care of.

While we do not have the option to send the replacement again, I can see a return has been initiated on your order. Return details sent via email on Wednesday, October 12, 2022 at 2:34 PM (PDT). I request you to please return this item, once it is received, a refund will be issued on your account. I'm sorry again for the hassle.

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

We look forward to seeing you again soon.

Regards,

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

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