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

59,462 total complaints in the last 3 years.
21,586 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:10/04/2022
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.
114-5728648-8905831 Missing refund for items not delivered, however CSR said they can not issue refund, please refund me the remanining amount
Business Response
Date: 10/08/2022
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 #***-5728648-8905831. I have issued the full refund for the order as the order is not delivered.

A refund was issued to your Original payment method on October 8, 2022 for $59.99. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

http://www.amazon.com/gp/css/summary/edit.html?orderID=***-5728648-8905831

we appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
******* Gajjala
Customer Answer
Date: 10/08/2022

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,

Aple *****
Initial Complaint
Date:10/04/2022
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.
hi i bought this product MusclePharm Combat Protein and is not good at all but when i tried to return i was told is not returnable i chatted with an Assoc and i was told that i was going to be contacted for a refund but was told not returnable this is not the first time this happens to me they don't inform customers of this at the point of sale. i have included a transcript of the chat that i had with several Assoc I was lied and ignored transfer 3 times and then hang up at the end and no answer was given to my problem i was lied about getting a refund and then no
Business Response
Date: 10/07/2022
Hello ****,
.
I'm Abhishek 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.

We're sorry to know about the issue with the order #***-0555507-7439461.

However, the information shared by our associate is correct. The product is non returnable and we cannot take any action on this. Please contact the manufacturer.

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

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

Complaint: 18168509

I am rejecting this response because:
the attachment shows that amazon is misleading customers making them believe that you can get a refund or replacement but as you can see they will not do either

Sincerely,

*************************
Initial Complaint
Date:10/04/2022
Type:Service or Repair 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 bought music back in 2008 the whole album, ************: smoke on this (explicit). I cant listen to it unless I pay for unlimited and customer service did me dirty. They put me on hold when I asked to speak to the supervisor and was literally on hold for **** near a hr, so I used my wifes phone to call them again and when they hear the hold music on my phone they muted it, then a few minutes later hung that line up. They then told me they cant give me what I paid for only a full refund or one month free of unlimited. I told them I bought it when I was in **** so it has value to me and I want my music.
Business Response
Date: 10/07/2022
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 MP3 Album "Smoke On This [Explicit]" from order #D01-5204104-0460334. Upon checking I see that our team has resent the album to your Library. A confirmation email has been sent to your email address on Tuesday, October 4, 2022 at 7:46 PM (PDT).

You can access your music in the Amazon Music app on a compatible device.

To view details about your digital orders from Your Account, visit:

https://www.amazon.com/yourdigitalorders

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: 10/07/2022

Complaint: 18168781

I am rejecting this response because:It still wont let me download the album, I do not own a laptop or computer. I can not afford one due to being on a fixed income. It was originally downloaded in 2008 and was removed by your company

Sincerely,

*********************
Business Response
Date: 11/16/2022
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.

While we're still investigating this issue, we request you to send us the screenshots from your end.

1. Go to https://www.amazon.com/music/player > Library > music

2. Click on purchased and see if the tracks that you had purchased are available, also provide the screenshot for the same.

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: 11/17/2022

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:10/04/2022
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 just ******** my debit card by charging me full price for a prime membership deducting ***** from my **** card i have my ebt card loaded to get that membership at **** . the foreigner who still has me on hold in never never land was so rude about it. and he also tried to insult my intelligence by telling me that i was charged full price because i bought non food items after i used my ebt card. He still insists that my ebt card is not on my acct. this man was rotten. so tired of having to fight with these people. I also just received a dryer that i paid 278 dollars for and they are telling me they cant send me a shipping label. that i have to get my return label from ****** and wait god knows how long to get my money back. I paid amazon. Amazon took my money so legally amazon should have to refund ne for the broken dryer and get the money themselves from the 3rd party. maybe amazon should be more careful who they sell for. they are so corrupted. I have to shop there since im disabled but i will never come back to them this time. I want my money back for this broken dryer. it does not heat up at all. its broken. I paid amazon for this not euhomy. this is horrible what is being done to us by these people. I need that shipping label and my money back.
Business Response
Date: 10/07/2022
Hello *******,
.
I'm Abhishek 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.

We're sorry to know about your experience with our customer service representatives. We've forwarded your feedback to ensure the associates are coached and situation like this is not repeated.

Further regarding the prime, if you want to subscribe for Prime ebt, we can assist you by cancelling and issuing a full refund,you can resubscribe with EBT card.

Regarding the order #***-4655632-7280262, as informed by the associate. This order is placed with a third party seller on our marketplace platform, such orders are not directly sold or shipped by Amazon. They're covered by our A-Z Guarantee.

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

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

I see that the seller has responded to your previous email and provided the following information:

"Thank you for your reply. We are sorry that this machine has brought you an unpleasant shopping experience. We'd like to issue the full refund to you and you don't need to return the original one for saving your time. But could you please just cut the power cord off with scissors (see the attached image) and send me a photo of it? I need the photo to apply for a full refund. Thank you in advance.
Looking forward to hearing from you."

I've responded to the seller requesting to either issue a pre-paid return label or a full refund for you order. You can view the email that was sent to HomyDirect in Your Account at the following link:

https://www.amazon.com/gp/communication-manager/outbox.html

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

Abhishek
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/04/2022
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.
My shipments are not delivered properly. I would like them to be delivered properly. This is a huge inconvenience. It is also dangerous for me to be out in the hot Las Vegas sun and walk ****ft back and forth midday. This is a Contractual obligation. I am willing to sign for all packages and be present at my desired delivery dates. There is no excuse not to deliver properly.Order #***-5937899-4242651 Order #***-3507669-8337060 All deliveries from this and myblast complaint. The shipper was indeed Amazon.I was told after a phone call I would be able to speak directly with their logistics but someonee dropped the ball.I sent a demand letter through [email protected] simply stating that I would like them to fix their shipping problems, *** this did not happen.I am told that I was given a 15$ gift card, but this is not adequate compensation for this burden. My time is valuable.
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'm sorry to hear that about the problem you had with delivery instructions not followed by amazon drivers.

I've forwarded these instructions to our transportation team so they're aware of the changes. Please find the delivery instructions I have added in your account --

"Please deliver all the packages to customer front door. Do not leave package with receptionist. Customer is available to accept packages on Tuesday, Wednesday, and Thursday from 8 am to 5 pm ONLY. Do not deliver packages on Friday, Saturday and Sunday."

You can add permanent or one-time use delivery instructions for future orders.

For one-time directions:
- Before completing your order click "Edit" below your selected delivery slot and add notes.

For permanent use:
1. Log into your account and go into your Ordering and shopping preferences
2. Click "Your addresses"
3. Locate the address that is used for your Amazon Fresh Orders and select "Add delivery instructions"
4. Enter your delivery instructions and save the update

Due to safety reasons, Delivery Drivers are not required to contact customers while making deliveries.

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:10/04/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon said that they sent me three items and it says that the items were delivered in my Amazon app but they were never delivered. And I've waited over 2 weeks. Every time I contact them they tell me to just keep waiting what am I going to wait a year for these items I needed them already for an event and I don't need them anymore cuz the event is passed and I never received the items. I do not want replacement items I just want a full refund back to my original payment method which was my credit card on file. Two of the items were $40 plus shipping and tax and the other item was about $15 plus shipping and tax. So they owe me over $50.
Business Response
Date: 10/07/2022
Hello ******,
.
I'm Abhishek 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.

We're sorry to know about the issue.

We request you to write us back with the order ID and name of the products.

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

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/12/2022
Hi, info you requested below.
The order Id for all the items is 111-0797474-5092239
Total refund should be $42.18

Business Response
Date: 10/14/2022
Hello ******,
.
Thank you for writing back to us.

I see that you've provided us the order ID #******************* however the name of the products are missing.

Further, I see that we've already issued a refund of $148.47 to your payment card on this order.

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

Regards,

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/18/2022

Complaint: 18168446

I am rejecting this response because: I bought almost $1000 worth of stuff, and I returned some of it so yes, you have refunded some money but you have not refunded me for this product yet. I attached a picture of the product in the description above. Please refund in full Amazon owes me $42 plus shipping and tax. Thank you.

Sincerely,

*****************************
Business Response
Date: 11/02/2022
Hello ******,
.
I'm Abhishek 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.

Than you for writing back to us with the order ID. Were sorry to hear that you havent received your shipment from your order.

Based on the age of the order, reliable tracking information is no longer available through the carrier. Because of this, we won't be able to provide a replacement/refund for this order at this time.

Amazon is not able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See https://www.amazon.com/gp/help/customer/display.html?nodeId=**************** for more information.

Thank you for your understanding. -
Regards,

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/03/2022

Complaint: 18168446

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:10/04/2022
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 bought a chair on Amazon in February ***************************************************** at the same time. Order #***-1881966-6008257 and Order #***-0994598-1795450. Chair does not stay in position anymore; it sinks. I tried contacting Uniters and they stonewall me saying thy need delivery date or policy number to make a claim - this information is nowhere in my Amazon account. I contact Amazon and the keep me on the line forever and provide no useful information. Unable to make a claim against the policy. Amazon is selling junk to valuable customers with these policies and not helping in any way. Going to file a claim against Amazon with BBB for selling me a useless warranty. I would like my money back for the protection plan since there is no way of filing a claim and getting service with it.
Business Response
Date: 10/07/2022
Hello *******,
.
I'm Abhishek 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.

We're sorry for the issue you've had claiming the Furniture protection.

In this case, please provide the UNITERS with the copy of the invoice of your order #***-0994598-1795450. Here's a link to the invoice you asked about:

https://www.amazon.com/gp/css/summary/print.html/?&;orderID=***-0994598-1795450

Further regard the policy number, please refer to the email you've received from UNITERS in February 2020. You can contact the *********************** at **************, Monday - Friday, 11:00 am -7:00 pm, Saturday from 8:00 am - 6:00 pm EST and Sunday 10AM to 6PM, within Thirty (30) days from the date you discovered the stain or damage

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

Abhishek
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/04/2022
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.
Product was purchased on 12/29/2021 from Best Buy (an authorized Amazon Dealer/Seller) for $559.99 USD, plus FL sales tax of ****% - bringing the total to $599.19. During the first 6 months of using the product, the ** began to exhibit worrying signs such as the speakers randomly making loud cracking noises and not producing any sound at all. Upon contacting Best Buy, I was advised and transferred to Amazon by the Best Buy rep seeing Amazon is the manufacturer of the **. During this time, the ** had stopped producing the loud crackling noises/popping issue and was advised to contact again if the issue continued. About a month later, the ** became almost inoperable due to software glitches/freezing/sound issues once again. Upon contacting Amazon customer/technical support to get a resolution, after completing the basic troubleshooting steps - I was advised to contact Best Buy as they were the business that sold me the ** - however, Best Buy continues to send me back to Amazon. This ** has given me nothing short of many issues and complications and the process to get it anywhere near resolved after basic troubleshooting is near impossible.
Business Response
Date: 10/18/2022
Hello,

Thanks for your patience, In order to take further actions we need to some information related to product.

We will need to know what's the device serial number in order to identify the device. You can find that from the ** has a sticker on the back with the serial number (DSN) or you can check on the **'s box.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/04/2022
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.
Several months ago, I went online to my account on Amazon Prime. My sign-on was stopped saying that I needed an OPT to be texted to a phone I no longer have. I had stopped the *** months before and this should not have come up. I have called customer service, given them the circumstances, and been told I need to scan my identification, etc. I do not have a printer or a scanner. I offered to give them my new cell phone number to no avail. I tried sending a copy of an old driver's license to the office at ********************** only to have it returned to me unopened. I have called over and over and over and been sent the same information which I cannot use due to both my incompetence in technicalities and lack of equipment to process the instructions. I have also asked them to cancel my membership and again the *** stops me from using the site so I can't do that, and they will not find any alternative solutions. I am 71y old and very frustrated and being billed for things had automatic refills even after I told them I had moved and no longer wanted to be a prime customer. My husband's health has been failing and I have all I can do to care for him and do not welcome this added stress. I have PISD and the stress has affected my mental health and added to the other situations that have been going on in my life. I am not saying that Amazon alone has done this, only that it has added to the stress. I even tried putting this aside for a few months, but I keep getting orders filled that I no longer want. I told them my new address and they send the items to my old address which doesn't please my former landlord or the people renting my old apartment. I just want this to end. I just want my membership canceled and all previous automatic orders cancelled. I just want this to go away.
Business Response
Date: 10/07/2022
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. As per your preference, I've canceled your Amazon Prime membership.

You'll receive a refund of $151.09 for the Amazon Prime membership fee. Refunds typically process within 3-5 business days and appear as a credit to your payment method.

I've also cancelled all your Recurring deliveries (Subscribe and Save) and orders won't be created further. If you wish to subscribe again in the future, you can reactivate your subscriptions from the Your Subscribe & Save page:

https://www.amazon.com/gp/subscribe-and-save/manager/viewsubscriptions

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:10/04/2022
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 9/7- ****** Delievered 9/11 Returned 9/14 Return delivered to amazon 9/20 Expected refund date 10/16 This is taking entirely too long for an item they have received back into their warehouse over 2 weeks ago. I have asked if they could speed up this process and refund me so I can re order another wig and they have done absolutely nothing to help me. Im so sick of amazon. They sent a wig with lace glue all over the hairline, packed with sulfur 8 STANKIN and already worn, cut all up and matted yall. I returned it over a month ago but ** still waiting to be refunded and they had the wig back since 9/20 and telling me to wait until 10/16 for a refund. There is no reason why they have to hold my money for their mistake. The wig also had what appeared to be lice and they made me return this. I touched this wig with my bare hands.
Business Response
Date: 10/18/2022
Hello,

I am ******* from Amazon.com.

I've checked the information with our internal team and confirm that a refund is processed for the order. A refund was issued to your original payment method on October 16, 2022 for $121.26 .

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

http://www.amazon.com/gp/css/summary/edit.html?orderID=113-0008520-1064249.

we appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
******* Gajjala

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