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

59,348 total complaints in the last 3 years.
21,731 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:09/23/2022
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.
they will not send me my money back for items returned
Business Response
Date: 09/25/2022
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.

We're sorry for the inconvenience you've had with your Order return and refund. I've reviewed your complaint. Unfortunately I'm unable to locate the order you are referring to.
If you are referring to orders which are placed in an account under different email address then I request you to write to us from that email address with the order numbers using the exact same subject line.

Rest assured, once we receive the complete information we will address the issue as soon as possible. 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: 09/25/2022

Complaint: 18118309

I am rejecting this response because: I have gotten 1 refund and not the other.
My email is ****************** and is for a proccessor

Sincerely,

***************************
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.

I've reviewed your complaint. I am sorry to hear about the delay in refund. Weve received the item below and have issued your refund. Your return is now complete.

Rest be assured, a full refund of $168.32 has been processed to Original payment method and refund initiated on Wednesday, October 5, 2022 at 4:57 AM (PDT), should be credited within 3-5 business days.

You can check the status of your return in Your Account, here:
https://www.amazon.com/gp/orc/returns/history/view

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,
*****
Initial Complaint
Date:09/23/2022
Type:Billing 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.
9.08.2022 date of purchase Unauthorized use of payment type to pay for the item. I selected Amz CC with 18 month interest Upon delivery of item, by Amazon selected 3rd party seller to fulfill the, I had no choice in the seller. Neither Amz payments the Seller will correct the payment used. I used the CC to use the feature of the additional protection provided through **** I was notified by amz in the A to Z guarantee I am responsible for return shipping and restocking fees, when I did not choose the third party seller or payment used that was used to fulfill the order I have chat history telling this world corrected and/or refund
Business Response
Date: 10/07/2022
Hello,

The seller has sent a return shipping label through the Buyer-************************* Buyer can see this message in the Buyer-Seller Messages section of ************** on Amazon.com.

As this return isn't a result of an Amazon.com or the third party sellers error, buyer will be responsible for the cost of return shipping, as well as any restocking fees that *** apply. This *** be deducted from refund.

The A-to-z Guarantee claim has been temporarily withdrawn. If the return reaches the seller and buyer does not receive a refund, buyer can let us know and we will investigate further.

Sincerely,
Customer Answer
Date: 10/07/2022

Complaint: 18118182

I am rejecting this response because:

My screenshot clearly shows payment type chosen at time of purchase. This payment was my CC with promotional 18 months interest.

I always choose **** for items that can that only have short warranty times. As **** provides added protection.

Amazon sent my purchase to this 3rd party seller, I have no choice who fulfilled the order.
Then Amazon payments and or Seller used unauthorized payment type to complete purchase , using my gift card balance. The CC had available balance..

I also have chat history informing that my A to Z guarantee would be honored, As well as chat With Amazon payment CS telling me it shows the CC payment chosen for the purchase.
There is more than chat history with these comments.
Now with their mistakes, I am forced to pay for the return costs and restocking fees on heavy item and high % restocking fees.
How As consumers you get a unauthorized use of your gift card funds and Amazon A to Z guarantee is not applied. Then your at fault for for a businesses error. I can provide screen shots of chat history showing Amazon employees in both cs and payment informing me I would be credited back,then I am told to pay for the return.
The payment was changed after delivery from the seller or Amazon

Sincerely,

***********************
Initial Complaint
Date:09/23/2022
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 placed an order number 112-3176495-7592228 on September 3, 2022 and was charged $126.18 by Amazon. There were four(4) items in total which included an **** 4K CABLE, VR HEADEST, EMERGENCY HAND CRANK RADIO, and APPLE LIGHTING AV ADAPTER. I received the **** 4K CABLE and VR HEADSET and later the same day received an email stating the EMERGENCY HAND CRANK RADIO and APPLE LIGHTING AV ADAPTER had been requested to be cancelled by the Amazon driver due to being damaged while in transit. The total of the two(2) items not received were $53.76. It was also stated on the email and order that the cancelation was requested and my refund would be issued within 3-5 business days. I never received my refund after waiting and have been told by more than five(5) customer service agents that the issue was going to be resolved within fourteen (14) days or have just been abruptly disconnected from the phone or chat after troubleshooting with no response or update. I have also been receiving incorrect information such as "Upon checking it here, it has already processed back to your gift card since September 5, 2022". I never paid with a gift card and as I ordered same day delivery, Amazon only issued the rush shipping back in the amount of $5.39 to the virtual gift card as I did not receive my last two(2) items. I was then told nothing can be done now and someone will reach back out as I didn't understand. After several attempts to get help from customer service, resolutions team and leadership, I still have not received my refund and been provided a clear time-frame for the refund as it has now been past the 14 days. My money has been held up since this order was placed for an company driven issue and have exhausted all options to work customer service and just get told to wait or disconnected. I just want my refund for the items their driver damaged and no one can seem to assist or provide me with a resolution.
Business Response
Date: 09/25/2022
Hello *******************,

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

Upon checking, I see that refund of $63.70 has been issued to your original payment method and it's completed from our end on Friday, September 23, 2022. You'll see the refund on your account within 3-5 business days.

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:09/23/2022
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 12 ******* cellphones from Amazon and received the packages on July 31, 2022, then I returned everything on August 1, 2022 and Amazon received all 12 phones in one box on August 5, 2022 via *** return label emailed to me by Amazon with tracking number 1Z6E55402646677766. It will state on the tracking information that the package was delivered to Amazon, ************************************************************************************** at 11pm on August 5, with the weight of 8.4 lbs. Amazon initially refused to refund me so on August 12, 2022, I filed a merchant dispute with the credit card companies for the 4 orders for the 12 phones. Amazon claims they only received 1 phone and reversed all the initial charge credit for the other 11 phones and closed my account on September 22. I am a good customer, if you look at my purchase history since 2016, I have bought about $50,000.00 worth of merchandise from Amazon. The weight of the return package was 8.4 lbs and that is not the weight of one phone, it's the weight of the 12 phones I returned. Amazon should refund me the entire amount for the 12 phones and open my account. They have restricted my ability to buy and sell on Amazon, and I am not happy about that, and they need to refund me for the 12 phones in total, not just one phone. Please help.
Business Response
Date: 10/01/2022
Hello *************,

I'm ******* 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 apologize that you haven't yet received a refund for the item you returned from orders #***-7466836-0295464 Order ID: ******************* Order ID: ******************* Order ID: *******************. We're happy to assist you further, in order to continue, we need some basic information to get started.

Please reply to this the email with your responses to the following questions in English or Spanish. You have to reply from the email address associated with the Amazon account that you used to place this order.

Youre able send your responses directly in an email or through an attachment such as a PDF or JPG file.

To be considered for review, the Incident Report has to be completed before this date: 10/10/2022 Send one set of responses for each package containing an item that you returned to Amazon but haven't yet received a refund. We typically respond in about 1-2 business days.

Please reply with the following completed template to include both the questions and your associated answers:

For our team to review properly please fill out an incident report for each order that has ran into the issue.
Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Date return item was shipped. (MM/DD/YYYY):_______________

4. How did you ship back your return? **** pickup, *** drop off, mailed with ***** or ************* *************** Hemes, Royal Mail, etc.):_______________.

5. Description of the item returned (item name, color, size, quantity, etc.):_______________.

6. Have you experienced prior issues with returning items to Amazon?_______________

Thank you for your cooperation.
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: 10/04/2022

Complaint: 18118108

I am rejecting this response because:
I have provided all the documentation requested by Amazon to Amazon via email. This still does not resolve the complaint.

Sincerely,

*************
Business Response
Date: 10/14/2022
Hello *************,

I am Raman 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 see your concern on the orders you have shared and have reviewed the issue in detail. We will not be able to issue a refund on this issue at this time unless the items are returned to us.

On a detailed review of the return, these are marked Returned to Sender. We need the correct items to be received and confirmed at our end for a refund.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/18/2022

Complaint: 18118108

I am rejecting this response because:
All 12 phones were returned and received by Amazon. They claim I only returned one phone, but the weight of the package says I returned all 12 phones. This is total fraud by Amazon.
Sincerely,

*************
Initial Complaint
Date:09/23/2022
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.
Dear Better Business Bureau, My amazon selling account has been deactivated for suspicious of Amazon about authenticity of my items. It's a common review of invoices from sellers, so I have provided them to Amazon, but they couldn't verify my previouse supplier and rejected documents since they couldn't verify them too. I had been working hard to reinstate my account, I destroyed all inventory and ceased all relations with my previous supplier. The new Amazon requirement was to find new supplier, and I did. They've requested LOA from supplier as well as invoices for the items in question. I did my best, found new supplier and bought a bunch of the same items that I sold on Amazon to provide invoices, but my new submission has been rejected too. For the next step they requested invoices for the new category of items it should be diffrerent from what I used to sell before. And I returned all purchased items back to supplier and for a long time I tried to find a new category without another big losses for my business. I bought the items from a new category, they were items for baking, I've provided invoice for Amazon as well as LOA from supplier but this my submission was also rejected. I provided all this information with my POA of couse and request callbacks many times from Amazon, but they keep rejecting all new information regarding the case. Please, contact Amazon and request reinstatement of my account.
Business Response
Date: 09/26/2022
Hello,

We have conducted a review and confirmed the correct enforcement action has been taken on the account. Seller does not fit for reinstatement at this time.

Thanks,

Amazon.com Seller Performance
Initial Complaint
Date:09/23/2022
Type:Billing 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.
09/22/22 I came upon some discounts offered by Amazon for people on certain government assistance program. One of the things mentioned was ******** so I decided to apply for the discount. I had to send in a copy of my eligibility letter and since covid, the only I have is from 01/2021. I sent what they asked and they kept sending it back as ineligible. So I looked at my bank account and they already took out the money at the discounted price. I talked to someone and was told ******** no longer gets discounted. We'll to me this is a bait and switch as they put ******** on their list of discounted prices and they put it on the area where you submit documents. I feel this needs to be looked into as I probably am not the only one falling for this. They also offer a free 30 day trial but never gave that either. They also day that the letter much not be more than a year old but my state kept pushing back my renewal and only have a letter from 2021 which I can prove but they only allow one upload
Business Response
Date: 10/06/2022
Hello ***********************************,

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

You may qualify for government assistance benefits if you have a valid, active EBT (including SNAP, WIC, and TANF) card. To determine your eligibility, visit the following link:

www.amazon.com/qualify

You can add a valid EBT card to unlock savings. These savings include discounts on select products across many brands. Check out this page for more details on these discounts:

https://www.amazon.com/snap.

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: 10/10/2022

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.
I filed this complaint orginally because the company website is a bit misleading. Though after many *************** I finally got things to work for a discount with ********* If the company is switching to only allow a discount for EBT then they need to redo their website to make that known and stop showing a list of eligible programs for discounts. Since you do promote ******** as an eligible discount then they need to train their agents how to help someone achieve that discount vs someone spending hours or days trying to figure it out.
Sincerely,

***********************************
Initial Complaint
Date:09/23/2022
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 had an item refunded by Amazon and was wondering why the refund never came back to my bank account. it turns out that they refunded me in a gift card balance. Well, I paid with a debit card and expect the refund to go back to my account. It turns out that my son bought a few digital items out of that gift card balance and now they are not letting me have it. The chat history I have here simply shows the rep appear to me making up answers. I would like to have the remaining gift card balance refunded to the card in which I have on file ending in ****. They CLAIM that I didn't choose a method to have the refund, so they put it on a gift card balance. This is a bold-faced lie. I have gotten things refunded from Amazon in the past and NEVER had this issue before. Inval ******* 2 Door Storage Cabinet, Laricina White ** this what you need help with?2:06 AM Yes, thats it 2:07 AM Messaging Assistant | **************** OK, looks like we received this item. Thanks for returning it.Give us 3 to 5 business days to credit your money back to you. Amazon takes up to 5 business days to process a refund. If you don't see it after 5 days, please come back here for help.You can track your refund status.2:07 AM Yes, take me to Your Orders 2:07 AM Messaging Assistant | **************** ** there anything else I can help you with?2:07 AM Yes, I have a different question 2:10 AM Messaging Assistant | **************** So, what can I help you with?2:10 AM Managing my payment, Prime, or account 2:11 AM Messaging Assistant | **************** Sure, let me know which of these things you need help with.2:11 AM Other account related issue 2:11 AM Messaging Assistant | **************** Sure, I can take you to account related help pages. Let me know which of these I can help you with.2:11 AM Need a **************** Associate 2:11 AM Messaging Assistant | **************** Ok, you can chat with an associate now or request a call back.You can also go to your **************** hub
Business Response
Date: 09/26/2022
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.

I see that your are having a query related to the gift card refund balance. Upon checking I see that the gift card balance has been partially used for digital order purchases. Hence we are unable to transfer the partial gift card refund amount to your original payment method.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap

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