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

59,406 total complaints in the last 3 years.
21,572 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:10/03/2022
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 placed a order on sept 23 with Amazon for $280 worth of items items were marked delivered and left in a hallway of a non secure building and were stolen. Amazon has been giving me the run around with getting my money back they asked me to file a police report which I did 2x and have proof and have supplied them with police report number they have lied numerous of times saying they cant validate my report when actually a supervisor did get in touch with the police department and they clearly tolled them that they are not allowed to supply them with information because they dont speak with Amazon and they cant verify if its Amazon calling them so now Amazon wants to tell me they cant do nothing about my stolen items and refuse to give me other options or to refund my money. I have done everything they asked they have been rude and could care less about me losing out on my money because of there incompetent drivers they clearly can see in there system the picture that there driver took of my 3 packages left in a hallway building by a mailbox. I have been hung up on by them and have been dealing with this for a week they are refusing to refund me I dont wanna hear there lies about them calling because they spoke with someone than they wanna tell me now the police reported has to be closed what? Since when ? U tolled me to file one I filed 2 so theres my proof of not receiving items. If they really think police are gonna do a actual investigation on a lost package than Amazon is mot smart at all they are just trying to get out of paying and making all excuses to not refund me
Business Response
Date: 10/05/2022
Hello,

I'm Mahendra 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 with your order 114-6355045-1334642. I see that the concern team is already investigated the issue with the details shared by you.

Upon reviewing the order, I see that the investigation is completed and the team processed full refund of $280.86 on Tuesday, October 4, 2022 at 1:47 PM (PDT) to your original payment method.

You'll see the refund on your card statement in the next 3-5 business days.

You'll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=114-6355045-1334642

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

Regards,

Mahendra
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/05/2022

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:10/03/2022
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'm sick of this business promising 2 day delivery for their amazon prime membership and it never happens. My latest order was on Friday and it said that it would be delivered sunday. My wife needed the product for a school project on Monday. Well, sure enough sunday rolls around and it doesn't show up. I check the status of the delivery and it's now delayed until Monday. I get in contact with the customer service and he ensures me that it will be delivered Monday morning. Here I am Monday afternoon and it still has not been delivered. This totally ruined my wife's school project. I'm paying an amazon prime membership and they never live up to their end of the deal. I think I deserve a full refund for my last order, plus a partial refund on my amazon prime membership
Business Response
Date: 10/10/2022
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. Were sorry to hear about delayed Order No: 114-1249545-4914604.

Upon checking, I see this Order was delayed shipping at *********** center due to inventory and we have shipped as soon as it's available. It was shipped on 2nd October and delivered on 3rd October as it took 2 days. We have looked further for recent Orders and all delivered within 2 days as per prime shipping speed.

Based on the results of our investigation, we wont be able to provide a refund for this order at this time. We request your patience and understanding in this.

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:10/03/2022
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 an item that was not as described that was shipped and sold by Amazon. Their Site says you will receive the refund within 7 days of receiving the item. This item was delivered and confirmed returned to the on Sept 21st and I have attached the proof of delivery from their provided waybill. They keep giving me the run around that I cannot request an update to investigate till Oct 17th which is way above the days stated in their policy.
Business Response
Date: 10/06/2022
Hello,

I am Mahendra 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 with your Order ID: *******************.

Upon reviewing your complaint I see that the refund for the item is already processed on Monday, October 3, 2022 at 9:32 PM (PDT) to your original payment method.

You'll receive the refund with in 3-5 business days.

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

https://www.amazon.ca/gp/css/summary/edit.html?orderID=701-6535562-3540232

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,

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

Customer Answer
Date: 10/06/2022

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:10/03/2022
Type:Sales and Advertising 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.
Dear BBB,Amazon used to allow customers to preview albums before purchasing. As soon as you clicked on one, you would see a list of tracks and a play button.As of 2020 or so, Amazon removed this feature, in order to force members to sign up for its streaming service, Amazon Music.I have submitted two screenshots to show what I mean. Let's say I wanted to buy the ******************* album (second from the bottom). In the past, had I clicked on the thumbnail, I would've drawn up a page of previews and a purchase button. Instead, I get a track listing and then get redirected to "similar artists" and asked to sign up for Amazon Music. The reason why I'm filing a complaint is that thanks to Amazon, Apple and other streaming services crushing music stores, I have no alternatives. So, what do I do?
Business Response
Date: 10/13/2022
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. Unfortunately, we do not have an option to preview albums.
While it is not possible for us to restore this ability, we have taken a feedback and notified our internal department.

Thank you for sharing this feedback, we appreciate your time and patience.

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:10/03/2022
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 got these items and they had no filament on them at all and the people at Amazon are telling me that I cannot get my money back until I return empty rolls that have nothing on them and thats how I receive them. The guy on chat was very rude with me and ignorant with me.
Business Response
Date: 10/05/2022
Hello,

I'm Mahendra 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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided. For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

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

Regards,

Mahendra
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 10/05/2022

Complaint: 18161226
112-7101582-2114655 *************************

Sincerely,

*****************************
Business Response
Date: 10/18/2022
Hello,

I am Mahendra 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 about the problem you've had with your order with missing Filaments.

Please return the items 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) or by clicking the following link:

https://www.amazon.com/gp/orc/rml/DxtR9wJgRRMA

In most cases, after the carrier has received your return package, it can take about two weeks for us to receive and process your return. Please note that international returns may take longer.

We cannot take any action without first receiving the return.

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,

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

Complaint: 18161226

I am rejecting this response because: why am I going to spend my money to send empty rolls back to you when the rules had nothing on them

Sincerely,

*****************************
Initial Complaint
Date:10/03/2022
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.
While not receiving packages that are marked delivered is a common occurrence with Amazon (however, not with other companies/carriers), it has happened twice in the last week, and the responses I am getting from Amazon customer service are not only false promises, but unsatisfactory, especially since I have reason to believe it is their carrier who is stealing the packages. The first package was a Starlight gum treatment, which was $29.99 and allegedly delivered on 9/30/2022. My delivery instructions were clear not to leave packages in the mailroom and there are also signs posted on the gate and in the mailroom to not leave packages there. But the carrier disregards them and leaves packages in the mailroom. On this day, I was home, so as soon as I received the notification and picture of where the item was, I went to the mailroom to claim my package. It was not there. Where could it have gone in literally one minute? My only guess is that the Amazon guy takes a photo to prove it was "delivered," but then takes the package for himself. I called Amazon customer service on 9/30/2022 to request a replacement. The agent told me to call back two days later if I did not receive the package and he *promised* that I would promptly be offered a replacement/refund at that time. I called back today (10/3) and they told me to not only call back again after 5pm, but to fill out an incident report, because that would be the only way to get the replacement. What happened to the promise that was made to me?While I was waiting for the issues with the first package to be resolved, another package was marked as delivered, but was not delivered on 10/2/2022. This was ************************ for $7.79. For this, I have to again wait for two days to get a resolution. The way I'm treated by the reps is like I'm trying to scam Amazon, but why would I do that when my time is better spent working (I earn $100/hour) than on the phone w/ them for hours? I just want what I paid for.
Business Response
Date: 10/15/2022
Hello,

I am Mahendra 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 with the Order ID(s): *******************.

After working with the concerned team, I have issued a full refund of $32.84 for this order to your original payment method on Thursday, October 6, 2022 at 1:12 PM (PDT).

You'll receive the refund within 3-5 days.

The refund confirmation email was already sent to your registered email address on Thursday, October 6, 2022 at 5:05 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,

Mahendra
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/03/2022
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.
Date of order sept 23 2022 Amazon marked my order as lost.So im seeking a refund order# ***-0131339-6324266-$96.67 Thanks for all you do for us.
Business Response
Date: 10/06/2022
Hello,

I am Mahendra 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 with your Order ID: *******************.

As the order not delivered on given delivery date, considering it as lost I've processed refund of $96.67 to your original payment method.

You'll receive the refund with in 3-5 business days.

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,

Mahendra
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/03/2022
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 4 Patio Door Window Awning Canopys from this company. Starting to put them together and there was a hole missing to attached the plastic to the holding piece. It showed it on the instructions but it was not drilled and I was afraid if I did it and broke it I could not send it back. Send them a pic and explained and they said I could send it back. Contacted *** and they do not handle this large a package and would have to ship it by freight. That cost by freight is $900. I paid only $364 for these awnings and said I could not afford to do that. They proceeded to say I could not even bring them back because I knew where their business was. Now I'm stuck with these awnings I cannot use.
Customer Answer
Date: 10/04/2022
my order numbeer is 114-0963208-2253836
Business Response
Date: 10/08/2022
Hello,

We have reviewed the claim raised on order 114-0963208-2553836 and have proceeded with refund. Buyer has been notified about the same.

Thanking you,

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,

*******************************
Initial Complaint
Date:10/03/2022
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 bought a fireplace entertainment center back in July it came with missing pieces I called they sent me a replacement .I returned the first one which said they did not receive it back they charged my bank account ****** for the item I dont feel that was right when i returned the item I just want my money back from them .
Business Response
Date: 10/11/2022
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. We apologies for the inconvenience caused with your Order No: 113-3966198-1776207. It seems the return hasn't been scanned and it got charged.

Please be assured, I've issued a full refund for the replacement Order.

Refund amount :- $295.35 and you should see the credit in 3-5 business days back to your Original payment method

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:10/03/2022
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 phone a ******* s20 fe off amazon and ive been having issues since day 1 like water in port when charging i contacted them via live chat and was told to keep the phone and they would issue a full refund of $265. I waited 2 weeks and jt never came. On october 3rd i called in 4 times and they said they pulled up the chat and saw that i was told to keep the phone and a full refund would be issued as well. The last call i made they said id be getting the full refund and they only $22.41 not $265 I want my full refund. I called again and they hung up on me.
Business Response
Date: 10/05/2022
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.

We apologies for the inconvenience caused with your Returns and refunds. Also, 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.

Upon reviewing your complaint for the item ******* Galaxy S20 FE 5G
I see this item is not eligible for a refund without a return. Rest assured you can still return it for a refund within return window as the best option.

Usually, Once the carrier receives the return package, it may take up to 2 weeks for the return to be processed and refunded. In some cases, it might take up to 30 days as well. You can find that information here:
https://www.amazon.com/gp/help/customer/display.html/?nodeId=****************

Your patience and understanding is appreciated.
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
Customer Answer
Date: 10/06/2022

Complaint: 18160441

I am rejecting this response because:
I was told in live chat and over the phone that i could keep the phone and they would issue a full refund. That was confirmed over the phone when i called in to figure out why they didnt issue mmy refund. I want that honored because thats wht i was told through chat and on the phone. I want my full refund and the phone as per what i was told by several amazon customer service associates
Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Amazon.com is BBB Accredited.