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

58,624 total complaints in the last 3 years.
22,048 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:10/01/2022
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.
111-7942445-4710611 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: 10/17/2022
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 10/17/2022.
Sincerely,
Amazon.com
Initial Complaint
Date:10/01/2022
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 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: 10/17/2022
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 buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

Sincerely,

Amazon.com
Initial Complaint
Date:10/01/2022
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.
112-2397904-4540248 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: 10/17/2022
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 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:10/01/2022
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.
112-4435073-5213803 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: 10/03/2022
Hello,

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

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

I'm sorry for the inconvenience caused to you with your Amazon account and order #***-4435073-5213803. I'm glad to let you know that we have restored your full access to the account.

A full refund of amount $241.54 has been already issued for the order #***-4435073-5213803. Please check the refund confirmation emails sent to your email address on Monday, September 5, 2022 at 2:55 PM (PDT), Monday, September 5, 2022 at 4:58 PM (PDT) and Saturday, September 10, 2022 at 1:49 PM (PDT). If you don't see the refund posted to your account, please contact your issuing bank for further assistance. Your bank can clarify how long it'll take them to post the refund.

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: 10/03/2022

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:10/01/2022
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.
On August 6th, 2022, I placed an order for an item on Amazon, an ***** 15-12400F computer processor. This was order 112-9092537-9025839. This item got lost in transit and never made it to my local Amazon warehouse/fulfillment center, let alone being out for delivery to me. As a result, on August 13th I went to Amazon's site for assistance, and worked with the automated chat bot to get a replacement sent. Amazon automatically generated order 113-9982818-4161811 as a replacement for no charge, so everything appeared to be going as expected. However, on September 24th, I got a charge of $165.06 with the reason seemingly being that I "never returned the first product". This is of course because that product never arrived, hence why Amazon sent me a replacement to begin with. On September 30th, I reached out to Amazon support via chat and ultimately talked to two chat agents (named ***** and *****), but neither of which were willing to assist me or get my money refunded. So at this point I am stuck with an extra $165.06 charge that is not valid.
Business Response
Date: 10/12/2022
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 Replacement Order No: 113-9982818-4161811, I could see the replacement has been created as the reason, item arrived too late instead item didn't arrive.

We can understand as you didn't receive Original Order and should not be charged for it.

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

Refund amount :- $165.06 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:10/01/2022
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.
Pergola Outdoor Retractable Pergola with Adjustable Textilene Shade Cover and Privacy Slats for Garden Porch Gazebo Mode from Order ID: ******************* I ordered this on August 24th placed order August 30th delivery date, however never received September 5th - status last updated by Amazon in their warehouse Today is October 1st, I still have not receive any refunds nor the order , please make sure refund me to my original purchase payment.I have contacted customer service repeatedly and no response.
Business Response
Date: 10/13/2022
Hello Amz Amz,

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 am sorry to hear about the delay in refunding the Order No: 113-8861089-3319433

Rest assured, the refund has already been processed on Saturday, October 8, 2022 at 11:07 AM (PDT)

Refund amount : $962.17
Usually it takes 3-5 business days to process a refund to 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
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,

Amz Amz
Initial Complaint
Date:10/01/2022
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 mattress from Amazon and it arrived damaged. My state experienced a hurricane (*******) and the box arrived wet and damaged in some spots but I figured I would inbox the mattress since it was wrapped in plastic I did not think this would be an issue. When I unboxed the mattress it was wet and had a **** on it from being wet during travel Im assuming. I called Amazon and explained my issue. I had to pay someone to help me bring this item inside and dont have the extra cash that will not be refunded to me to have someone help me bring this out and down the stairs in my house. I am disabled and can not do it myself also even if I wasnt this item is very very heavy way over 100 lbs. Amazon expects me to return this by putting it outside where Im sure itll receive further damage but thats beside the point. I told them I would provide photos of the damage, which they said they can only offer me 50% of my money back as a refund when I asked why they just told me that, thats what their system will allow. I went on their website to see their return policy as I have a hard time believing I thats their refund policy when I cant carry this item outside and its full inflated and unable to be boxed up. I went onto their return area of the website and it says unboxed mattresses arent able to be returned to them but are fully eligible for a refund. I quoted this to a representative, and they hung up on me. Twice. I told them I just want to know why thats their policy and yet they are making it so I have to pay someone and find somewhere outside to put this item to return it to them when it clearly states its not even able to be returned I kept being met with this is what the system is offering. I am beyond upset and am providing bbb with photos of the damage as best I can because you cant see all the water on the mattress, and the return policy on their website.
Business Response
Date: 10/11/2022
Hello Kelsey,

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: 111-1184704-9297810

Please be assured, as requested a partial refund of 50% has already been issued.

Refund amount :- $291.56 and will be credited in 3-5 business days back to your Original payment method

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: 10/20/2022

Complaint: 18152879

I am rejecting this response because:

I would like to add an official statement, as this business said they would credit me the rest of my refund and yet they never did. At the time I received my response from them through BBB I already had 50% of my refund back so when I received a response saying theyd return the rest of my refund and to wait 3-5 days which they directed emailed to me and I can provide BBB with, I waited assuming I would get it. Now I am being told that they are only providing the 50% originally provided prior to opening my case with BBB so the businesses response was misleading me intentionally because if they looked into my issue they wouldve seen I was already given the partial refund, just so I would close out my case with you guys. Im really unsure what to do at this point as I reached back out to the business via email again telling them it was misleading and at the time I received the email I had already been refunded weeks prior to that.
Initial Complaint
Date:10/01/2022
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 number 113-080-1790-286-3416 Amazon sent me a brick it should be a battery $158 I want a full refund
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'm sorry to hear that you received brick instead of Battery. Since the correct item shows as delivered, we require a photo of the wrong item that was delivered by the carrier.

If you haven't done so already, please take a photo of the shipping label on the package, the wrong item received, the condition of the box, and any other barcodes that may be present on the wrong item received. The information can be visible in one photo, or sent as multiple photos.

Next, please reply to this email with the order number and photos in .jpg file format.

Please note the e-mail must come from the e-mail address belonging to the account that made this order. Please allow 3 days for us to review once you have submitted the photo.

Thank you for your patience. We look forward to seeing you again soon.

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:10/01/2022
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 ordered items on September 23rd for work and health. Half of my items were unfortunately transferred to *** which was an email was sent to me on the 29th. I'm very ****** because my packages had never been transferred out of the blue. Then amazon.com makes false updates saying that it was going to arrive on the 30th and now saying that it is lost. I still need to file a complaint with *** because it shouldn't take over 2 days to make a stupid label
Business Response
Date: 10/06/2022
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 I am sorry to hear of the delayed Order. We regret the delay and have replaced the Order ID: ******************* which could not be delivered and returned by the carrier to us.

You will find the replacement Order in My Orders section. Replacement successful. Replacement order ID(s): *******************

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:10/01/2022
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.
REQUESTING A REFUND FOR ORDER #***-2880510-4362616 REQUESTING A REPLACEMENT FOR ORDER #***-2880510-4362616
Business Response
Date: 10/03/2022
Hello ******,

I am **********;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: 114-2880510-4362616

A refund has already been processed to your Order. Refund amount :- $31.55 refunded on Friday, September 2, 2022 at 10:46 AM (PDT) back to Original payment method.
Unfortunately, we cannot process a replacement when an Order is refunded.

We request your patience and understanding. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.
Regards,
*****

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.

Complaints

Find a Location

Amazon.com

Amazon.com

Amazon.com

Amazon.com

Amazon.com

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Amazon.com is BBB Accredited.

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

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Amazon.com is BBB Accredited.