Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,443 total complaints in the last 3 years.
21,530 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: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.
On 9/29/22 I ordered and paid for a babydoll case from Amazon. This week a small package arrived that looked like a book and was addressed to me. I opened it and it was a paper doll with clothes that stick on. I assumed someone sent it to my granddaughter and gave to her. Few days later I decided to track my package. Here it was that paper thing. Amazon will not refund my money or send what I ordered because I threw the packaging in the garbage. This is an error of one of their employees. They need to question them. They will not refund my money or send the case that I ordered. It is so obvious in the picture of Amazons delivery that the doll case cant fit in the envelope. Please help me!
Business Response
Date: 10/12/2022
Hello ******,

I'm Pratap 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 see that you are having a query related to Adora ******* Girls 18-inch Doll Accessories Rolling Bag.

I'm so sorry for the inconvenience you've faced.

For this I've processed a refund of $37.61 to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

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

We'll make sure that this is not repeated.

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

Regards,
Pratap
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:10/08/2022
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.
Ordered a blink outdoor wireless video camera and blink outdoor doorbell camera. Package was shipped and fulfilled by Amazon with same day shipping. Package was not damaged nor stolen or tampered with. Never received the doorbell but did get the outdoor camera set. Contacted Amazon MULTIPLE TIMES and Im told not only can I not be refunded they refuse to replace an item they never sent saying their terms and conditions mean to contact the carrier but Amazon is the carrier and delivered the package. Ive been given the run around multiple times and told of well. This is THEFT! I want my money or my item! They say they are not responsible for stollen orders. THE ***** WAS NEVER STOLLEN, THE **** WAS NEVER IN THE SHIPMENT TO BEGIN WITH!
Business Response
Date: 10/12/2022
Hello *****,

I'm Pratap 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 regarding Blink Video Doorbell.

I apologies for any inconvenience caused.

I have successfully replaced the item to you with fastest shipping available. You'll receive a confirmation email regarding the replacement order to the email id associated with your Amazon account.

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

Regards,
Pratap
Initial Complaint
Date:10/08/2022
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.
The following was an email sent to the owner of Amazon, after customer service failed to notify me if a print error was corrected and the customer was eventually sent the correct content of my book (Religion, Brainwashing, or Spirituality (Your Choice), sold on Amazon through their print on demand feature.Subject: Has the Correct Material Been Sent to Customer toajassy Sep 9 Details Hello,I understand you are much busy but thank you and your designated personnel for taking the time to read the attached inquiry and helping to find a resolution.Please note that the same letter was mailed to the corporate office, but it was returned with a sticker that stated to contact customer service.While I do appreciate the suggestion, that step had already been taken, but to no avail. Thus, the reason for the my contact with corporate.Also, I will suggest that instead of the front desk personnel or whomever may have received and read the mail, suggesting for me to contact customer service, perhaps the letter should have been forwarded to customer service. In turn, customer service could have contacted me, since it has been very difficult in receiving an answer when contacting various customer service ********************** within Amazon.Simply, did the customer who allegedly received the incorrect material inside the book, eventually receive the correct publishing.
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 understand your concern regarding your book review and the help to the customer who received incorrect content. I'm sorry for the inconvenience caused.

We have taken a necessary action on the customer's complaint when it was brought to our notice however unable to share any action details with any sellers / publishers / owners / writers for privacy and security of the buyer's account.

Regarding the review, weve investigated the review "The contents don't match the title." for the "Religion, Brainwashing, or Spirituality (Your Choice)" and looked into your previous correspondence with us, Weve determined that this review is within our Community Guidelines (available here http://www.amazon.com/review-guidelines) and will not be considered for the removal of that review.

I appreciate your understanding 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:10/08/2022
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.
This is a repeated default that upset me this last time before no longer doing business with them. I have ordered items and made a purchase based on an agreed date of delivery. Only after the date have I decided to go further. My heater was due 10/6/22. It got pushed out til 10/7/22. I waited for my heater (it has already started getting cold here. I checked on the 6th and it said the 7th at 8pm. Closer to 8pm I check and it says, 9pm. 8:55pm I check and it says the (8th - 13th and if you dont get it on by the 13th we will refund you on the 14th). When I want to complain it Im told to contact the Seller 1st, I do - the Seller says I will not get my heater until the 14th possibly yet most likely on the 17th. I had ordered my son journals the date agreed was 10/13/22 and when I checked my heater I saw the date was shifted to the 16th. Amazon can not lock orders in with erroneous promised dates to accept your funds and then default on the agreed dates. This goes on its not the first two times this has happened - I am just very upset about these two orders. Im told by ****** I have to wait two more days for the Seller that has the message in the system to tell me they can not send it sooner (buying time and further delays). Im also told it is up to the Seller to refund me and I have to wait for the response of the seller. If this isnt enough I also have to wait for the processing of my refund 3-5 additional days to the 2 days of wavering with the Seller and 2 days in the defaulted date of my heater being delivered. Yet if I let them refund me in Amazon credit I can have it back in minutes. Locking my money and the order in with no attentions to honor the agreed date of delivery. With our technology and Amazons technology and advancement I know they knew they were not able to fulfill my order when I ordered it. This should be absolutely illegal. This takes away from other stores based on a fraudulent promise to deliver. I want a heater now.
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 disappointment caused due to the delay in delivery of your order for ****************** Fireplace Insert Wall Mounted Freestanding Heater with Remote Control, 1500/750W (30 inch, Black)".

I've checked and see that this item was shipped directly from the seller's inventory directly. When the order is sold and shipped by seller directly, our customer service team cannot issue refunds directly. Firstly, we need to contact the seller and give the seller 2 business days to respond. If in case the seller is unwilling to help, we can file an A-Z Guarantee claim for a refund.

If an order misses the estimated delivery date, our system automatically updates the delivery estimate which is 3-5 business days from the initial delivery date. However, the delayed orders are usually delivered with in next 1-2 business days.

Even though you were asked to wait until October 14, 2022, this particular order is delivered on October 8, 2022 which is the day after the estimated delivery date.

I hope you have received the shipment. You can review the ***** tracking information here:

https://www.fedex.com/fedextrack/?trknbr=278758737026&trkqual=12024~278758737026~FDEG

If you have not received the order, you can file A-Z Guarantee claim. If approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase.

Regarding the order for journals; it looks like you are referring to the Order ID: *******************; this order is placed with Prime Two Day Shipping. With two day shipping the orders are expected to be delivered within 2 business days after they are shipped. This order has already been shipped and is expected to delivered on the promised delivery date of October 13, 2022.

We appreciate your understanding and cooperation in this matter. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/08/2022
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.
On September 24, 2022, I placed an order with Amazon.com for two Tauri watch cases: Order ?112-4350426-4893808) for $17.16, and order (?112-4418360-6867416) for $17.16. On September 28, 2022, I received this order. On September 29, 2022, I received authorization from Amazon to return these items. On September 30, 2022, I returned these items via *** as instructed.Today I contacted Amazon by chat and by phone and asked about my missing refund. I was given a lot of conflicting information, even told that I'd already been refunded, and then told that I could not receive a refund.I've received terrible service from Amazon **************** reps ************************** ********, and *******. I also received terrible service from all of the phone reps that I spoke to on October 7, 2022 from my cell phone.I need to get a refund from Amazon for $34.32, and I'd like them to call me and explain why I am being mistreated in this matter.
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 understand your concern regarding the refund towards your return of 2 x TAURI 2 Pack Hard Cases.

I've checked and see that both the orders has already been refunded to your Amazon.com Gift Card balance which is the original payment method. The 2 x $17.16 has been refunded on October 7, 2022.

You can view your balance and usage history in Your Account here:

https://www.amazon.com/gp/css/gc/balance/

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

http://www.amazon.com/help/gc

We look forward to seeing you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/12/2022

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:10/08/2022
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
===========

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