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

58,843 total complaints in the last 3 years.
21,963 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:08/17/2022
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 wheelchair 6/15/22 for next day delivery for a trip with a handicapped person. The wheelchair, per Amazon, was lost and a replacement chair was shipped. The original chair was NEVER delivered, I only received one chair. The chair arrived far too late, despite me being told it would 100% arrive as scheduled. I returned the unopened wheelchair via *** pickup on 7/5/22 per Amazon's instructions. My refund has never been issued, even though I have confirmation that a full refund was supposed to be sent to me by 8/14/22. After escalation, Amazon continues to ignore what I am telling them and all previous conversation - they say I must somehow find a wheelchair that was never delivered and return it to them, or they will not issue the refund I was already promised. Not only did they cause an incredible travel problem for a handicapped person by not delivering the wheelchair as promised - twice, now they are holding almost $200 of my money. The order numbers for the original lost chair and the replacement are 113-9676882-7240224 and 113-3997156-0245049. Tracking shows the chair was received by Amazon on 7/18/22. I've attached screenshots of the previous conversations with Amazon stating the return was received, that I would only need to return the one chair I received, and that the refund would be issued.
Business Response
Date: 09/01/2022
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 any frustration this issue has caused.

When I checked the orders, I see that the original order was delivered on Monday, June 20, 2022 which is one day after the replacement order was shipped. The replacement order was delivered on Tuesday, June 21, 2022. Which means two packages were delivered on consecutive days.

Unless until the other chair is returned, we are unable to issue refund. If you believe the item was stolen or you never received, please file a police report as mentioned by our customer service and contact our customer service department directly during the working hours of the police department so that they can help you further.

Original Order ID: *******************
Shipped via: AMZL
Tracking: TBA135753523704

Replacement Order ID: *******************
Shipped via: AMZL
Tracking: TBA139740215704

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: 09/08/2022

Complaint: 17731118

I am rejecting this response because:I have asked many times for the information needed to file the police report, and Amazon refuses to provide it for me so I can move forward as they've requested. I was told they would get back to me, but have not. Please see attached.

Sincerely,

*****************************
Business Response
Date: 09/22/2022
Hello,

I'm sorry for the trouble this has caused.

I've checked with our concerned team and they have confirmed that we are unable to accept a police report post 45 days from the date of delivery.

I realize you're upset, and 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 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,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:08/17/2022
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 didn't receive refund after I returned the item more than two weeks ago. Order 111-2185699-7290637 was returned using shipping provided by the seller and tracking shows it was received.
Business Response
Date: 08/31/2022
Hello 40 40,

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.

I see your concern on the return and have reviewed the processing notes. We will not be able to issue a refund on this order as the incorrect item was returned.

You could return the correct item for a refund. We have emailed you on Wednesday, August 17, 2022 at 10:37 PM (PDT) on this matter.

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: 09/07/2022
My full name is Four **
Customer Answer
Date: 09/10/2022
Regarding order #***-2185699-7290637, I already returned the exact item I received. Tracking shows the item was successfully returned, and I have a photo of the exact item I returned. Matter will continue to be escalated until resolved. If you don't return the item that you received or provide a refund, I will be filing a billing dispute and complaint with BBB, CFPB, state attorney general's office.
Business Response
Date: 09/13/2022
Hello Four Ty,

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 you have not yet received a refund for the item you returned from order #***-2185699-7290637. We will not be able to issue a refund at this time, and will need some additional information to get started.

Please reply the email shared on Saturday, September 10, 2022 titled "Your Amazon.com Inquiry" with your responses to the following questions in English or Spanish from the email address associated with the Amazon account that you used to place this order.

You can send your responses directly in an email or through an attachment such as a PDF or JPG file. The Incident Report has to be completed before September 24,2022 to be considered for review. Send one set of responses for each package that you received from Amazon containing an item that you returned but havent 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:

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?_______________

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/17/2022
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 been looking to get a refund without success.Item #1 Order #: 112-9131695-8973848 Last two digits of credit card: 75 Amount: $36.99 Date: 7/25 Item #2 Order #: 112-981638-21877435 Last two digits of credit card: 28 Amount: $55.89 Date: 6/20
Business Response
Date: 08/21/2022
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.

I see your concern on the orders and have looked into the details. Both the orders have been refunded already and you will find the refund details under the order page on your account.

Order ending **** was refunded Tuesday, August 2, 2022 and the one ending **** was refunded Friday, August 5, 2022. You should see it on your original payment method in 3-5 days of issue.

I hope this helps. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/17/2022
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.
On August 15,2022 I received an email stating my Prime Amazon account was on hold for fraud allegations because I have used more than 5 credit cards. This makes sense because I have 8 valid open credit cards and 2 debit cards. I ordered a purse and never received it. This is wrong. I believe their is no reason for the hold and there are people with more than 5 credit cards in the world. I really am starting to feel there are racist motives behind the hold on my account. I emailed and uploaded my drivers license and the last 4 of 1 Master Card. Now they are asking for all of my credit card statements which is wrong on many levels. I need assistance as soon as possible to resolve this problem. Thank you
Customer Answer
Date: 08/24/2022

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,

*********************
Business Response
Date: 08/25/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 8/24 confirming account reinstatement.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:08/17/2022
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, I am the owner of a selling account on Amazon, and I've received multiple intellectual property complaints which I need to address. I had been requested to remove violating content of my listing so I did, but the information provided on listings is not updated so the infringing content is still presented on all my listings even though I've removed it and confirmed the changes applied. I've wrote a Plan of Action with the explanation of how I've fixed the problem, I've also explaned Amazon the technical issues with non-updating listings but they rejected all my appeals and requested to remove infringing information. I called to Account Health Support many times trying to find a solution but haven't reached any result. I've created two cases with Selling Partner Support begging them to help me (cases id ***********, ************, but the problem is still unresolved. I've been told that they "submitted my issue to their Investigation team to review and they will reply me with the resolution or anything required." But I didn't receive any response from this team till now. I tried to change the product detail page in many ways but it didn't work. This is a vicious circle, Amazon does not give me the opportunity to make changes to the listings and does not reactivate my listings even after I have provided screenshots that I have made and saved the changes, but the system itself does not update information on the listings.Please, reach Amazon and ask them to investigate this issue, approve all changes applied to the listings, accept my appeal and reactivate my listings since I've removed all infringing content from the listings (B083KQRT1H, B084H4D1XR, B07PDJ2CJ4) and implemeted all my corrective and preventive actions. I've also attached all screenshots for Amazon once more. Best regards!
Business Response
Date: 09/01/2022
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 seller's access to their listing on our site. We took this action because an investigation of their account indicated that the seller account violated our terms and conditions.

We are unable to take the actions requested by the seller, as the seller failed to respond as is required.

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

Sincerely,

Tianyuan B.
Amazon.com
Initial Complaint
Date:08/17/2022
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 used gift cards purchased from local grocery store to save money. Amazon locked my account for fraud protection. I appreciate the protection but there is nothing wrong on my account.As requested, I uploaded the images of the physical gift cards and the corresponding receipts. Later I received an email again that my account is on hold asking me to sign in to upload documents, which I already did. When I signed in, it says amazon cannot remove the hold on my account at this time and let me to check emails for instructions. I'm confused by the contradicting information. There is nothing I could do at the moment. I cannot even contact Amazon customer service since my account is locked.I want my account reinstated.
Business Response
Date: 10/09/2022
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 10/9/2022 confirming account reinstatement.

Sincerely,

Amazon.com
Initial Complaint
Date:08/17/2022
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 order 113-2285365-2614600 last week- it arrived to the Amazon Warehouse on ****. On ****, I placed a replacement order for the same item (there was an issue with the first)- order 114-1915275-6972215. The price went down on the item since my first purchase. Yesterday, ****, I received an email at 8:46 am that my refund was processed for $263.66. The refund was mistakenly applied to my new order 114-1915275-6972215, at the lower cost, and not to the order that was actually returned 113-2285365-2614600, which would have been a refund of $295.69. So, Amazon still owes me a refund of $32.03.I have attempted to contact Amazon customer service three times about this issue, but I'm not being understood by the customer service agents, and the issue has not been resolved. They keep saying to wait 14 days for the return to be processed, not comprehending that the return was already processed on **** and that Amazon just needs to make a correction.
Business Response
Date: 08/21/2022
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.

I see the concern with the refund amount and have looked into the issue. We have flagged the returns issue on your account and looked into the refund amount.

The difference in refund you have been shared has been reviewed and $32.03 has been issued to your account as a an Amazon Gift Card balance. You will see it within a few hours of this email.

I hope this helps. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance in this matter.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/26/2022

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:08/17/2022
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 batteries through Amazon but they came from my battery supplier. They were advertised as replacing the batteries I was looking for, when I received them they were to big. I called to return them and they emailed me a label to print out. I told them I DO NOT HAVE A PRINTER so they were going to send me in the mail. 7 days later no label, I called and they said another would be sent out. I once again waited and no label, l called again and was told another would be sent out, they also told me they could send a QR code and I could take it to **** , they could print it and I could mail it. Once again nothing. I called and they told me they would file a A-Z claim form for me and I would get a refund from Amazon. Today they sent me an email stating my A-Z claim was withdrawn because the seller of the batteries was going to email me a return label. I once again told them I DO NOT HAVE A PRINTER. I was told one could be mailed to me for $1. This is the first time I was told it would cost me $1 and why do I have to pay for something when it was not my mistake? It was advertised as a replacement for the battery I was trying to replace. I already sent a picture of the batteries I received and the one I was trying to replace as requested. It showed there was a size difference. This has been going on for weeks now. I do not believe my battery supplier will send me a return label, they have said they would numerous times and havent. I googled them and they have terrible reviews regarding this. I was told I would receive my refund through Amazons A-Z Guarantee and Id like that. Im tired of getting the run around from everyone and everyone telling me I will receive my refund and never getting it. This is taking weeks and i havent gotten any further than I was when I received the wrong size batteries.
Customer Answer
Date: 08/19/2022
Amazon has finally given me a refund. Took almost 3/weeks and *** contacted them numerous times but they refunded my money so no further action is needed by you. Thank You
Initial Complaint
Date:08/17/2022
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 ordered a Cricuit from amazon and when I got it it wasnt the one I ordered I advise them and sent it back about 2 weeks later They said what I said back wasnt what they sent me and it was. They offered me to appeal when I did now theyre saying my address is not connected to my Amazon account thats the only address I have and it is connected cousin about order something or cancel my account used in the email to this address so this is my email address so you need to give me the item back that you said I sent in that wasnt yall credit my account by sending my money back But you cant keep the item and my money I paid so if youre not gonna credit me the 200 you need to send that item back I already canceled my Amazon account so I wont be using yall in the future
Business Response
Date: 08/21/2022
Hello **********,

I'm Raman 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# 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).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

Regards,
Raman R.
Amazon.com.
http://www.amazon.com
Customer Answer
Date: 08/27/2022
Good Morning after going back and fourth they have finally credited my account so the issue have been resolved thank you very much. You can now closed the case.
Initial Complaint
Date:08/17/2022
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 have returns I'm waiting to be refunded on there are 4 itmes in total .. Amazon received my items August 5th , on my returns it claims refunded once Amazon receives the items , well it's now the 17th and I'm being told they're not refunding me until the end of the month, they have their items I want my money back.
Business Response
Date: 08/21/2022
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 orders.

I'm afraid I might also request you to wait till August 28, 2022 before which we cannot take any action.

I would request you to please reply to this email with unrefunded orders if any on August 29, 2022 so that I can help you further.

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: 08/24/2022

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,

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

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

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Amazon.com is BBB Accredited.