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

58,665 total complaints in the last 3 years.
22,031 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:10/08/2022
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.
On 9/30 I placed an order (# ***-6357546-0253008), with a delivery date of 10/5-10/7. As of end of business on 10/7, the item has not arrived. I made an attempt to discuss the issue with Amazon support, who refused to initiate a refund or take any action regarding the undelivered item, and indicated it would be faster to deal with my bank's fraud department, which I would really rather avoid.
Business Response
Date: 10/11/2022
Hello ********,

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

I've reviewed your complaint and I'm sorry about the missing order of Honest High Capacity Windproof Butane Viewable Turbo ***************** Cigarettes Lighter (Black).

I've checked and see that a full refund of $8.99 was issued on October 8, 2022 to the original payment method used. This refund will be processed with in next 3-5 business days from the issued date.

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/12/2022
My bank is able to verify receipt of a full refund to the account, which will be sufficient to resolve this issue. It is my hope this business will learn from this experience and refrain in the future from promising delivery dates they are incapable of honoring.
Sincerely,

*************************
Initial Complaint
Date:10/07/2022
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 was promised twice that a claim had been filed for a return I requested. It was not filed, and I have been given the run around by Amazon
Business Response
Date: 10/10/2022
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 am sorry for the inconvenience caused to you with your Amazon order #***-5884735-6697033. Upon checking I see that the claim was already filed on Friday, October 7, 2022 at 6:16 PM (PDT). A confirmation email has been sent to your email address on Friday, October 7, 2022 at 6:17 PM (PDT).

Processing should complete within one week of the date the claim was submitted. If approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase. You can see the most current status of your claim at the link below:

https://www.amazon.com/gp/a-z-guarantee/help.html?orderID=***-5884735-6697033

Information about A-to-z Guarantee claims, including processing times, can be found here:

http://www.amazon.com/help/a-to-z-guarantee

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
Customer Answer
Date: 10/15/2022

Complaint: 18184888

I am rejecting this response because:
It has been a week since the complaint was filed and it still has not been resolved, nor has a refund been issued. If your reps were honest this should have been resolved over a week ago

Sincerely,

*******************
Initial Complaint
Date:10/07/2022
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.
A few months ago Amazon decided to close my account.But I am still receiving emails from Amazon about deals and reviews still getting sent to my email address.I would like all of my personal information to be permanently deleted from your guys database so i can stop receiving emails.
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 promotional emails received from Amazon. Since your account is closed, you won't be receiving any further communication or promotional emails from us in future.

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:10/07/2022
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.
Purchased a 90" Atomic Air hockey table from Amazon back on August 16, 2022. It said it would take about 4-5 weeks to get in and scheduled a delivery date of 9/30/2022. It was to be delivered by XPO. However, I had two recent big purchases delivered by XPO and both came damaged. Therefore, I called Amazon 6 times prior to the scheduled delivery of 9/30 to ask to cancel it. Amazon told me they could not cancel it because it was already shipped. XPO cancelled my delivery on 9/30 on 9/30 because they did not receive the item yet, meaning it was not shipped by Amazon. I called back 3 times and each time Amazon claims they opened up an internal case to their shipping department and it would take ***** hours to process. However, each time 72 hours has come and went and nothing. Meanwhile, Amazon won't refund my money and I have no air hockey table.
Business Response
Date: 10/27/2022
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 your Order No: 111-3790323-9923447 and Im really sorry to hear about the inconvenience you experienced and your interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

Rest assured, the item has been cancelled and refund of $50.00 has already been processed to Gift card balance on Wednesday, October 19, 2022 and rest of refund to your credit Card. Refund amount : $670.51

You can view details of the completed refund on your Amazon.com account:
http://www.amazon.com/gp/css/summary/edit.html?orderID=111-3790323-9923447

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:10/07/2022
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.
111-7815729-1338645 I can not pick up my order from the locker due to my account is being locked. Amazon charged me hundred of dollars for items that I can not pick up. Regular customer service can not help me since my account is locked, I do not have the items or refund for the order below. Please help restore my account, so I can obtain the items from the locker and access digital contents that I have purchased.
Business Response
Date: 10/21/2022
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

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

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
********
Amazon.com
===========
Initial Complaint
Date:10/07/2022
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.
ORDER # ***-5694071-2573825 I have returned the book, and waited for over a month. And then I called the call center twice and now after two months, I still don't have a refund. Thank you if you can look into this. I've always trusted amazon, and I hope i'm not wrong. Attached is my return proof.
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 disappointment caused due to the delay in refund towards your Amazon Global Store order.

I've escalated this and I see that a full refund of $40.23 to the original payment method on October 10, 2022. This refund was expected to be processed to your MasterCard with in 3-5 business days from the issued date.

I hope you were able to find this refund your MasterCard statement. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/07/2022
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 a portable closet wardrobe on Amazon spent 4 hours putting it together and I got to the end to the step where you put the cloth around the shelf I found that the cloth was all ripped up. I contacted Amazon and they refused to do anything they said it's not their problem because it's a third party item. I need a new cover for my shelf and now I also want a full refund due to Amazon's lack of assistance and accountability for the products they sell.
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.

Please accept my sincere apologies for the inconvenience caused by this situation. I'm sorry to hear about the problem you've had with your Order #***-6482451-8092209.

Please return the "********** Portable Closet Wardrobe, 60-Inch Non-Woven Clothes Storage Organizer Shelves with Fabric Cover, 2 Hanging Rods, 4 Side Pockets, Easy to As" you ordered for a refund within 30 days of the date you received it. You can mail your package back using the return label provided in our ********************* (http://www.amazon.com/returns).

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
Customer Answer
Date: 10/19/2022

Complaint: 18184597

I am rejecting this response because: I need a new cover for it. The shelf is built I'm not taking it apart. I need a new cover or you can refund me.

Sincerely,

*****************************
Initial Complaint
Date:10/07/2022
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.
Let me begin by explaining that Amazon offers the ability for customers to include delivery instructions on orders. My delivery instructions specifically say that I need all packages to be sent **** to the post office as I use general delivery addresses. My delivery instructions further say that in the event my item is to be shipped using a carrier such as *** or ***** the package should include SmartPost or Surepost to ensure that the package is deliverable to the post office however Amazon never seems to do this even though they handle the shipping on every order even when the site says otherwise I was supposed to receive a TV on the 6th of October 2022 that I ordered on Amazon being shipped by Amazon. The listing says it is not sold or shipped by Amazon however when I try to contact the seller about not getting my item on Amazon it tells me Amazon is handling the shipping on this order. This is contradictory information.The TV was shipped via Ontrac. I reached out to the seller to see if I could change the address. On Amazon the seller told me I could not change the address so I reached out to the company itself and they explained to me that I would need to contact Amazon to change the shipping address because it's an Amazon order. On the 6th I contacted Amazon chat and ***** told me he updated the information and to not worry that I would receive my item at the updated address.Today on the 7th I looked at the tracking again and see that it says it was refused by the customer which is not true. ********************** is violating their own policies and the conduct is unacceptable as my delivery instructions are never being followed as this is not the first time I have had issues with my delivery addresses. I travel often and I need a way to receive packages and Amazon should be able to accommodate to this situation.I would also like to complain on the leadership member ***** & other agents who are providing incorrect information & are even flat out lying to customers.
Business Response
Date: 10/10/2022
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 am sorry for the inconvenience caused to you with your Amazon order #***-7501847-8134611. Upon checking I see that the item is returning to seller as there was an issue with carrier ONTRAC. A refund will be issued to your original payment method once it reaches the seller.

As per your preference, we will definitely coach our associates who provided incorrect information. We will continue working hard to ensure that you receive accurate service, and to minimize the chance of any issues like this occurring again for your future orders.

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
Customer Answer
Date: 10/18/2022
Hi *********. I appreciate your attention to my concerns however I have another complaint to raise as I have yet again ordered another ** for $1,300 and it was being sent *** and now *** has told me they lost the package.

After speaking with customer service Representatives on ********************** chat I was initially told by representative named ******* she was going to call *** to inquire why there were no additional scans and there has been no updates on this package for 4 days. She asked for my contact number but I was disconnected.

Then I spoke to ******. Who initially told me he was going to escalate my concern and I would be contacted in 48 hours. I told him that was not okay with me because Amazon never gets back to me after I am told that because I've been told that before. He then told me he was going to personally ensure that I received my package within 24 hours. I told him I don't see how that's possible and I would like to speak to his supervisor and he transferred me to a representative named ***********

***** told me that she can see that because there has been no updates in 4 days on the ** that Amazon has determined the package to be lost in transit. I told her I would like a ** overnighted to me because that would be fair since Amazon and *** lost my package.

I then spoke to ****** from the leadership team. Who told me I would have to call & speak to someone. I received a call from ***** who transferred me to ****** who was rude, indifferent, & told me there is is nothing that can be done until the 20th because the system will not tell him it's lost until that time even though ***** had already told me otherwise. And so did ***. But ****** wanted to argue with me about ***** not being a member of the leadership team and continued to be indifferent to my issue and could not explain to me why ***** would tell me that Amazon has deemed it lost in transit but yet he could still do nothing to resolve my issue and would not overnight me another **.

Amazon's customer service appears to be nothing more than fraudulent at this point and I will be reporting this to the Federal trade commission.

I again request that Amazon overnights me my ** that I was supposed to receive by today as this is now the second ** that I was supposed to receive but has been mismanaged and mishandled by carriers chosen by Amazon.

Further it is unfair to consumers who spend thousands of dollars to not have their packages delivered properly and then to be further agitated with runaround customer service agents who all have contradictory information and who always disconnect chats prematurely. Thank you.

Business Response
Date: 11/01/2022
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.

Were sorry to hear that you havent received your item(s) from your order #***-2210322-9420207. Upon checking I see that a full refund of $1307.73 has been issued to your original payment method on Friday, October 21, 2022 at 1:22 PM (PDT). Refund confirmation email was sent to your email address on Friday, October 21, 2022 at 1:29 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:10/07/2022
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 was locked out of my account because I forgot my password and couldn't remember the information from an old debit card that I lost. When I called I was told that the website was experiencing issues and my account should be working again within the week. That didn't happen so I decided to call again. When I called I was told that, despite me never changing the email address associated with my account, it couldn't be verified as mine and my case would have to be forwarded to a specialist. I was told that I would receive emails both from the person who talked to me and from the specialist but I received neither. I have purchased music and books that I can no longer access because of this, and there is no other way to contact Amazon without an account.
Business Response
Date: 10/10/2022
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 about the trouble you encountered trying to log into your account. I've reviewed your complaint and re-downloaded "The Black Parade (Deluxe Edition) [Explicit]" and "American Idiot (Deluxe) [Explicit]" to your cloud player.

We're happy to help, but we need to verify some additional information before taking any actions. For account security purposes, this information needs to be verified either over the phone or through a chat with one of our agents. Please reach out to us via phone using the link below:

http://www.amazon.com/contact-us

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:10/07/2022
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 called Amazon to find out why my account is locked. The person on the phone said she couldn't tell me why and that I had wait ***** hours before some would get back to me. I feel that I am getting punished for something I didn't do. My cards from Amazon cards got hacked about 3-4 years ago and I haven't used the new cards since I got them. I'm working on a project that I need to work on and finish as soon as I can.
Business Response
Date: 10/25/2022
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers account has numerous unpaid orders. We have sent repayment instructions to the customer's registered email address on 2022-10-25.

Sincerely,
********
Amazon.com
============

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