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

58,710 total complaints in the last 3 years.
22,024 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:09/18/2022
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 made 2 purchases on Amazon on 09/08, through orders # ***-2491609-9765047 worth $8.99 and ORDER # ***-2781898-1241803 worth $88.23, totaling $97.22. Both orders should be delivered in Northridge, **. The purchases have not been delivered so far, however, Amazon recorded that it delivered the products on 09/09. I contacted Amazon stating that the products were not delivered but Amazon did not accept my information and closed the case without showing me any official proof that the products were actually delivered. I requested a reissue of the order and a new delivery or a refund, but Amazon insisted that it had already delivered the products and was unable to show me evidence (photos, signatures, etc) and did not want to discuss the matter further.Yesterday, Sept 17th, I contacted Amazon also via chat, however, they insisted on saying that the products had been delivered. I insisted that they hadn't been delivered and I was knocked out of the chat.I demand my rights to be refunded for the amounts paid, as I have not received the products.
Business Response
Date: 09/20/2022
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 that you have not received the orders and it says delivered on tracking.

I can see the issue was escalated to our team to get this checked and based on the results of our investigation, unfortunately we wont be able to provide a replacement/refund for this order at this time. Amazon.com 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.com 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.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Locker, in the future to avoid further problems.

We are unable to share our investigation method or other information on this order. Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/18/2022
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.
Bought ORDER # ***-7298131-6009025 for $****** , it was damaged, so I contacted amazon. Manju | ***************** "In this case you can return the damage item for the refund.And reorder the same item when it will be delivered come back for the price difference." So I bought the new item while in chat with *****, and confirm. reorder, ORDER # ***-5168389-9994623 for $429.46. So I went to customer service when it was delivered, they said no and there is nothing but a return and refund. I ask for a replacement. So I return it But someone has to be responsible for *****'s misinformation. I want a replacement of the item for ******, because it is amazon's mistake that they sent the damaged item, and their customer service gave me wrong information AND the result is the I pay more than double or return it.
Business Response
Date: 09/20/2022
Hello ********,

I'm Praveen 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 trouble you had with the order.

I've forwarded the feedback to the leadership so that the agent can be coached. As mentioned by our customer service team, we are unable to price match. I would request you to return the item you have ordered for a full refund.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:09/18/2022
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.
I ordered a wig from Amazon.com it was supposed to arrive 9/12 it got delayed to 9/14 and then again to 9/15. The package never arrived it says it was delivered. When I reached out to amazon.com on 9/15 and informed them that the package was not delivered. I was told to wait until 9/17. On 9/17 still no package. I then reached out to them again and was told I would get a refund in the next 24hrs via gift card or back to my bank in 3-5 days. I chose the gift card as I need to order a replacement ASAP. On 9/18 I received an email stating they had to do an investigation I filled out the investigation form and sent it back. They replied that they couldn't refund me and that I needed to file a police report. I then called them and informed them that is not what was stated to me the night before the customer service rep said there was nothing he could do unfortunately and no refund would be issued. I then told him I would dispute the charges with my bank if a refund was not sent he said there was nothing he could do unless I filed a police report. I told him I was filing a complaint with the BBB and he said to do so.
Business Response
Date: 09/20/2022
Hello Ebony,

I'm Praveen 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 trouble you had with the order.

I've checked the order and see that it has been refunded on September 18, 2022 in the amount of $197.64. You will see the refund in 5 business days. An email has already been sent after the processing of refund from our side.

I hope this helps! Thanks for choosing Amazon.

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

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 09/27/2022

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:09/18/2022
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.
July 12, 2022 Order # ***-975937-0724259 Order Total $1,295.98 Product: (2) ******* Galaxy S22 Phones On July 12, 2022, I purchased (2) ******* Galaxy S22 Phones from Amazon. One phone I can not receive text ********************* without having to reboot my phone each time. This phone also shuts down randomly, and I am not able to get it to come back on after a few tries. When I first noticed the issue I was instructed to reset the phone by *******. After doing so it did help, but I still had issues. Now it is September, Amazon returned window closed on 8/12/22. I did not know I would be having this type of trouble with the phone. I have only had the phone for two months and week. When I went into my Amazon account it asked how it could help me with the phone. I clicked that it was defective, it then prompted me to how I would like this issue resolved. I clicked on replacement, I was asked why, and then I clicked defective, and then from their website directed me to get from call Amazon, so I waited to receive my call. The young lady answered the phone I verified my information with her. She asked what was wrong with the phone and I told her I was not able to receive text and voicemail with having to reboot the phone, and it keeps shuts down randomly, and it has been an on going issue. She told me she would take care of it not to worry; put me on hold I havent heard anything else from her. I request another phone call from Amazon I get another agent on the phone. As Im trying to explain to him what is happening he is talking over me and cutting me off. I had to finally tell him to stop talking over me, after that then he told me there is nothing that he could do for me and that I could not return my phone. I told him I dont want to return the phone I just want one time courtesy replacement. I only had the phone for a short period of time for it to not receiving text, voicemail, shutting down randomly. I need a working phone. At this time I asked to speak to *
Business Response
Date: 09/20/2022
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 that the ******* phone is not working.

I've checked on it, I understand you would like to return it for a replacement or refund however I'm sorry, the return window for this order has expired. All the eligible items purchased on Amazon.com can be returned for a refund or replacement within 30 days from the date of delivery. If any issues arises beyond this timeline, we request you to please contact the manufacturer for the help.

The manufacturer "*******" for this phone should be able to check the issue and help you get it resolved. You may contact them through this link.

https://www.samsung.com/us/support/contact/

They may require a proof of purchase. You can share the invoice with them which can be downloaded by following the steps through this link.

https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

I appreciate your understanding and cooperation on this matter.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/20/2022

Complaint: 18042722

I am rejecting this response because:
My complaint should have been sent to the corporate office to review, and not a customer service agent. I believe I was sent a refurbished phone. I have paid two times over for this phone and I only had since July, and the phone was not even used right away. A new phone should not be having all these issues.
Sincerely,

***********************
Business Response
Date: 09/26/2022
Hello,

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

I understand your concern and your request to speak with our **************** for this phone order.

Im in the best position to help you, as I have the necessary tools to help with your account or orders. Upon checking on your provided order, I can see it was a NEW phone delivered to you. I understand you are getting issues with it within few days of using it and it is definitely not what we expected to have happened. We'd love to help you get it returned for a refund/replacement however as its beyond our return timeline, I request you to please contact the manufacturer.

If you still need to check with our corporate office, you may mail us at below address.

Returns Department,
Amazon.com
P.O. Box 81226
*******, ** 98108-1226

I regret 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 this matters.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/03/2022

Complaint: 18042722

I am rejecting this response because: Amazon is being totally unfair, and unreasonably.

Sincerely,

***********************
Initial Complaint
Date:09/18/2022
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.
Hello i am writing this as a attempt to get my Amazon account closed
Business Response
Date: 09/27/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 27/9/2022 confirming account reinstatement.
Sincerely,
Amazon.com
Customer Answer
Date: 09/27/2022

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:09/18/2022
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 DID NIT RECEIVE ALL OF MY PAID FOUR BURNERS . I requested a refund of one and Amazon denied it for no valid legal reason . Need my $35 refund for a ************** stove burner that I never received!
Business Response
Date: 09/20/2022
Hello ******,

I'm Praveen 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 trouble you had with the order.

I've checked and see that the missing burner was sent by the seller via **** ********************** and was delivered on September 17, 2022 to your mailbox.

If you have not received the replacement part, please contact the seller so that they can help you. If the seller doesn't help, Visit the following link to view the terms of the A-to-z Guarantee:

www.amazon.com/a-to-z-guarantee

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:09/18/2022
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 114-0294568-4353049 on July 3, 2022, and I returned it on Aug 11 as it didn't work as expected. Now it's over a month since I returned it, but I have not received a refund yet. For past month, I have had a few times with agents and have exchanged several emails with agents, but no refund has been received yet. I have attached the return QR code and receipt. I'd like a refund ASAP.
Business Response
Date: 09/20/2022
Hello,

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

I understand your concern regarding the refund for the returned order.

I can see the team have requested for some details via email on Sunday, September 18, 2022 at 2:30 AM (PDT). I request you to please reply to that email with the information. Once its received, the team will get this checked and help you further.

Following are the requested information. Please share it with the team by replying to that email with completed template to include both the questions and your associated answers:

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 ************* Postal Service, 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.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/20/2022

Complaint: 18042549

I am rejecting this response because:
The critical problem with you is that responders are different whenever replying to my email, and as a result, I've been asked for the same info from different agents repeatly.

1. Order number: 114-0294568-4353049
2. Today's date. (MM/DD/YYYY): 09/20/2022
3. Date return item was shipped. (MM/DD/YYYY): 08/11/2022
4. How did you ship back your return? **** pickup, *** drop off, mailed with ***** or ************* *************** Hemes, Royal Mail, etc.): *** drop off
5. Description of the item returned (item name, color, size, quantity, etc.): CarlinKit carplay, block, 1qty
6. Have you experienced prior issues with returning items to Amazon? No

Sincerely,

*****************
Business Response
Date: 09/29/2022
Hello,

Thank you for sharing the details.

I've reached out to the concern team with the provided information however the team is requiring these to be sent directly from your registered email id as a reply to the email we have sent to you on Sunday, September 18, 2022 at 2:30 AM (PDT). I've resent the email today again (Wednesday, September 28, 2022 at 10:38 PM (PDT)) for your reference.

I request you to please share the information you have provided here by replying to the email I've resent today or to the one that was sent earlier on Sept 18. Once the details are received, the team will check and get back to you with the resolution.

I appreciate your cooperation and understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/29/2022

Complaint: 18042549

I am rejecting this response because:
It shows why I submitted a complain onto BBB. I's been two months since I returned the order, but Amazon is still asking for the same, and there has been no progress made yet.

Sincerely,

*****************
Initial Complaint
Date:09/18/2022
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 have contacted Amazon business over fives times regarding charges that are applied on my account nearly month. My request is simple: Stop billing me for a service of $39.99 that I don't need and can't deliver. They signed me up for ** product advertisement. I DO NOT LIVE IN ******! Neither can I ship to ******. Despite my numerous attempts to tell them to remove this from my account; they fail to do so. I want all of my money back and to discontinue this ** feature.
Business Response
Date: 09/20/2022
Hello from Executive Selling Partner Relations Team ,

Unfortunately, we were unable to relate a selling account for the email address from which the Seller had sent their message, **************************** related to charges applied.

We understand that people use multiple email addresses, but for account confidentiality reasons we cannot release account information to an email address other than the one associated with the Seller's Amazon account.

Resend the Seller's message using that email address so that we may assist the Seller better.

If the Seller no longer use the email address associated with their account, we ask that the Seller to update the email address on file for their account. As a security precaution, we ask our sellers to change their email addresses directly on our website. This ensures that the user requesting the change knows the current login credentials for the existing seller account, preventing any uninvited changes.

To change the email address, follow these step-by-step instructions:

               1. Log into Seller Central.
               2. In the Settings section, select "Login Settings".
               3. On the Login Settings page, in the Email section, click "Edit".
               4. On the Change your email address, enter your new email address, and click "Continue".
For questions about selling on Amazon, see our seller Help pages:

https://services.amazon.com

Seller can access full account details of your Seller Central account at:

https://sellercentral.amazon.com
Customer Answer
Date: 09/20/2022

Complaint: 18042525

I am rejecting this response because:
This response does not address the refund of $39.99. Please refund my money.
Sincerely,

**************************************
Initial Complaint
Date:09/18/2022
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.
I ordered a product online with Amazon on 6/26/2022. They charged me for two products. Illegal charge of $16.29 for a subscription I didn't order. The charge recurred on 7/26/2022. I phoned the company on 7/26/2022 to express that I wanted the subscription canceled and to be refunded. The company emailed me a subscription cancellation and advised that I would be refunded. That didn't happen instead, the charge recurred on 8/26/2022. My financial bank advised me that the company had created a digital wallet to collect fees for the subscription. I phoned the company on 9/18/2022 to express my concerns. The company wanted more information about my financial bank. I wanted to be refunded. The company advised me that I have a second Amazon account, which I don't. They will not refund me. I was advised by my financial bank to close the debit card that the company was billing me.
Business Response
Date: 10/12/2022
Hello *******,

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

I understand your concern regarding the unknown charges on your card.

As mentioned by our customer service department, you will need to dispute the charges with the bank so that through the bank's dispute, our concerned department will co-operate with the bank during this procedure.

Unfortunately these charges cannot be issued directly.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com.
Customer Answer
Date: 10/13/2022

Better Business Bureau:

Hello,

Thank you for contacting me. The matter with Amazon is completed. The total amount of refund due to me was credited the following business day following my complaint with your office. The funds were deposited into my bank account.

Thank you for your service. It was an honor.

Sincerely,

****************
Initial Complaint
Date:09/18/2022
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.
For the past 4 months I have canceled my Amazon account with it being automatically renewed and charged my Amazon with no prompt to new my account or anything.
Business Response
Date: 09/20/2022
Hello ******,

I'm Praveen 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 trouble the Prime membership was charged. We see that it was on **** Bluray player in which it was charged. Please check with your family members if they have browsed or subscribed to prime membership accidentally on it.

If your concern was to close the account, and delete your data.

I understand, Protecting your privacy and the security of your data is and has always been a top priority for us. The most secure and straight-forward way to submit the request is to follow the steps below:

1. Go to Close Your Amazon Account: https://www.amazon.com/privacy/data-deletion

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu, tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and click "Close My Account."

Please note that if you have multiple accounts, please follow the steps above for each of them to ensure that we have the correct authority to take action on each account you wish to close. By requesting the permanent closure of your Amazon account and the deletion of your data on any Amazon site, youll lose access to all of the products and services across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password), such as international Amazon sites (e.g. amazon.co.**, amazon.fr, amazon.com.mx), Audible, etc.

A confirmation notification will be sent to the email address associated to your account or via text message. Youll need to reply within 5 days to verify your request.

If you are experiencing issues with logging into the account you wish to close, visit the Help page below:

https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com

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