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

58,829 total complaints in the last 3 years.
21,952 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:08/12/2022
Type:Customer Service 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 received a suspension from one of their game Lost Ark. The suspension was warranted as I had engaged in behavior violating the terms of service, buying in game currency out of game, but the penalty I received (a suspension until the 22 of december 2022, is not in line with the listed penalty suspension length as seen in their temporary suspension policy here. There customer service has refused to aid me in any way just regurgitating cut and paste. Here is a link to the penalty page https://www.amazongames.com/en-us/support/lost-ark/articles/understanding-account-penalty-types#:~:text=A%20temporary%20suspension%20can%20result,of%20the%20Code%20of%20Conduct.Here is a link to their code of conduct https://www.amazon.com/gp/help/customer/display.html?nodeId=****************&pop-up=1 I have been suspended for a 11 days, this is their customer facing suspension policy "A temporary suspension can result when you commit an infraction against the Code of Conduct. The infraction was deemed severe enough to temporarily suspend you from playing the game. The behavior leading to temporary suspension can include repeated minor infractions, or more severe violations of the Code of Conduct. A temporary suspension ranges from ****** hours, depending on the severity of the infraction and past behavior.While we do not wish to remove players from the game, we're dedicated to maintaining a safe, fun, and fair environment within our games. If you've recently received a temporary suspension, we recommend reviewing the Code of Conduct to ensure that you don't commit additional infractions that could result in a permanent ban from the game."
Business Response
Date: 08/25/2022
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 Lost Ark Twitch account.

After reviewing, we could confirm that the account in question has a valid suspension which expires on December 21st, 2022 for violating the Code of Conduct listed here https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

Also, Specifically 3rd point
3. Play fair
Do: play within the rules of the game.
Do not engage in real-money trading of in-game items and in-game currencies.

Apologies, as the account is not eligible for early release.

Please note that the information given here https://www.amazongames.com/en-us/support/lost-ark/articles/understanding-accoun...~:text=A%20temporary%20suspension%20can%20result,of%20the%20Code%20of%20Conduct does not reflect the entirety of Amazon Games policies and penalty types issued.

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:08/12/2022
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.
Date of Order: 07/12/2022 Amount of purchase: $416.23 The business failed to secure the return via *** during the first request and then issued a second *** return to be completed. Minutes after Amazon issued the second return label i received an email stated that because i received the item by mistake i would not be refunded, which was not accurate because i purchased the item and would be shipping it back the same day. Amazon failed to have *** pick up the return again, leaving only a label for me to put on the box and drop off. I did exactly that and dropped it off at the *** Store for return on August 1st, 2022. The package was received by Amazon on 8/3/2022. The tracking number of the second label was 1Z8FX5812625344155 (***), showing the product was returned and i should have gotten the amount credited to my card as a refund. Amazon has not tried to resolve the issues or could not issue the refund according to the representatives i had spoken to. This experience has overwhelmed me. I want my money back for an item that is not showing that was returned on my account but has clearly been returned via *** tracking with Amazon having received it.Order # ***-1638135-8713043 (eero pro 6 tri-band mesh wifi 6 system). The business may contact me directly for settlement and account purposes. ************
Business Response
Date: 08/15/2022
Hello *******************,

I'm Arun 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 and understand your concern about the refund for the Order ID: *******************.

I apologize for the inconvenience that you've experienced in this case.

As per the update from the team, they've asked to wait for the refund to be processed automatically.

However, I've made an exception for you and I've initiated the refund for the order to the original payment method.

Refund will be credited within the next 3 to 5 business days.

Hope this helped and solved the issue.

Regards,
Arun

Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/28/2022
Date of Transaction: 7/12/2022 Amount: $261.99 plus Tax I requested a return for the items on August 1st, 2022. Items were received on August 11, 2022 verified by tracking numbers. Amazon originally stated I would be refunded within **** business days. It has past that time. After speaking with **** from ***** customer service she stated she would begin an investigation and that it would go into mid September. I stated that would be unacceptable being that i had complied with Amazon policies by returning the products and having waited past the 15 days. My part had been done. An investigation would only affect Amazon since it was in there possession since the 11th of August when they received all three items. I had called many times already concerning this issue my next step if Amazon does not return my money, will be litigation.
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 the trouble you had with the order.

I've checked and see that your dash cams were refunded in full in the amount of $128.39 and $128.39 on Wednesday, August 31, 2022. The refund should be seen within 5 business days. You have already been sent confirmation emails regarding the same on August 31, 2022.

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:08/11/2022
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 have been sending packages from Amazon to my parents at their apartment in ******* ** for several years, all of a sudden Amazon has started delivering packages to a third party (the apartment rental office) even though my delivery instructions are explicit and state they should deliver to my parents door. The rental office employees are unreliable. How does Amazon have authority to give packages I've paid for to a third party who is not a contracted delivery company - I did not authorize this! Delivery was directly from Amazon - not via **** or ****
Business Response
Date: 08/25/2022
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 am sorry to hear that some of your packages were delivered incorrectly or not as per your delivery instructions. We can relate to your concern and have looked into the issue.

Any local restrictions on deliveries to a particular location restricting access could cause deliveries not possible and alternate options may be required. You can also consider selecting a more secure shipping address, such as a workplace or an Amazon Locker, in the future to avoid further problems.

Amazon and its carriers follow guidance from public health officials as well as any local delivery restrictions as we work to fulfill customer orders in the current situation. In some instances this may impact where, when, and how packages can be delivered.

We appreciate your feedback and have forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

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:08/11/2022
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 purchased (4) Light Grey Velvet Tufted Dinning Chairs from a seller named XINVI on Amazon. The total for the 4 chairs were $569.98. I have chose to return the chairs due to finding cheaper ones on my local ******** market app, for $200. When starting the return and taking the chairs boxed up to **** I was told the seller did not provide me with a prepaid label but instead I would be paying out of pocket. I proceeded because I have no desire to keep the chairs and no space for them at my apartment, until I was stunned at the $250 total for shipment. I contacted Amazon customer service to try and negotiating shipment being paid for by the seller. Ive had contact with the seller being told I could purchase the return labels from him for $30 for 1 and $60 for 2. As we were discussing this together, and discussing box sizes, - he has completely stopped replying to me. Now when Ive re reading our messages, Ive realized Ive asked him multiple times for the return labels and have been ignored each time with no return labels sent yet.
Business Response
Date: 08/16/2022
Hello,

The seller has sent return instructions and a return shipping label through our Buyer-************************* We have asked buyer to return the item using the return label for refund. If the return reaches the seller and buyer does not receive a refund, then buyer can reach out to us for further assistance.

Sincerely,
Initial Complaint
Date:08/11/2022
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 # ***-5297536-6057809 Amazon is not providing with the return label and keep requesting *** to pick up the item. And it still hasn't been picked up. Absolutely unacceptable for not providing the customer with the shipping return label. Will be filing a dispute with my credit card if issue is not resolved.
Business Response
Date: 08/15/2022
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 with a return label and have looked into the issue in detail. We will not be able to issue a refund without the pickup being made and processed at our returns center.

In this case, the only option available to return the item is a *** pickup and we request you to work with them to return the item. The tracking shows that *** had tried to reach you on 3 consecutive days, Jul 26, 2022 thru Jul 28, 2022 but they could not receive the item.

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: 08/23/2022

Complaint: 17706894

Well, I have filed a dispute with my credit card already, if you think I have nothing else to do as to wait all day for the *** driver to show up, you're mistaken. Amazon has the label on file and it is perfectly capable of emailing the label to me without any third party. Anyway, I don't want to deal with you guys anymore. Work with my credit company now.
Good Luck, you will REALLY need it.

Sincerely,

*********************************
Initial Complaint
Date:08/11/2022
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.
Order # ***-6804642-2829047 Closed my account and not letting to return defective item back, which by the way, was purchased as used and it cost $1k+. Will be filing a dispute with my credit card if not resolved.
Business Response
Date: 08/15/2022
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.

We notified the customer of this decision by email on 09 August, 2022.

Sincerely,
Amazon.com
Customer Answer
Date: 08/15/2022

Complaint: 17706873

Horrible customer service, will be contacting my credit card company to file a dispute against amazon.com People should be very careful to deal with these crooks.

Sincerely,

***********************************
Initial Complaint
Date:08/11/2022
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 purchased an Apple Watch on may 7th when I received the package I noticed that it has been opened I called Amazon they started a return and stated to leave the package at the door for *** pickup, few weeks go but I did not get my refund I call Amazon they said they did not receive it and told me to call *** I did and *** stated they did not pick it up yet the package is gone 2 months has passed and neither company is wanting to accept responsibility yet Im out 800
Business Response
Date: 08/15/2022
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 am so sorry to hear of your concern with your return and have researched this issue in detail. The response you received was correct, we will not be able to issue a refund before the return is confirmed in processing.

The tracking from the return pickup shows it is returning to sender, and you could reach the carrier on this issue. You could of course return the correct item for a refund.

*** or Amazon does not allow unattended pickups, in case *** is not able to pick the item up, they would leave you a dropoff label which can be used to return the item.

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
Initial Complaint
Date:08/11/2022
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 July 30 I received an offer from Amazon for a Vitamix A3300 Ascent Series blender for $349.99. I followed the link and purchased the blender, to be shipped to my son in **********, **. The order was confirmed and my credit card was charged on July 30. On August 1 it was listed as "out for delivery", so I told my son to watch for the package. It didn't arrive and the tracking status never changed. On August 11 I called Amazon to find out what happened. Noting there were 2 left in stock, I believed they could ship out a replacement item if it had been lost in transit. I was provided no relief. After nearly an hour on the phone, two transfers and a lot of being put on hold, the supervisor (*******) informed me he was working out the replacement and would call me back within an hour or two. I received no call back within two hours. I checked the order status and found the tracking had been updated at 4:31pm (while i was talking with them) to state the customer refused delivery because the order had previously been cancelled, outright lies. The order had been open just two hours previously and i told them i did not want to cancel the order or get a refund. I wanted only a replacement item. Another phone call to them, same result. They will refund my $349 and I can reorder the item at the current price of $599. This is deceptive business practice, end to end. Bait and switch. The item is still in stock and a replacement should be shipped at the original price offered.
Customer Answer
Date: 08/15/2022
Complaint #******** update. Because of the erroneous information input by Amazon, stating shipment was refused when it in fact never arrived, the order now shows a refund will be issue when the returned item is received. They confirmed on August 11 the shipment was lost after showing "out for delivery" since August 1. There is no "Returned" item to be received, and they have had my $349 since July 30. The item is still in stock and they refuse to ship a replacement for the one that was lost in transit.

Business Response
Date: 08/25/2022
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 am sorry to hear of the non delivery of Order ID: *******************, the information shared with you earlier was correct. We will not be able to send a replacement at this time.

We will not be able to issue a replacement on the item at this time as the item shipped and sold by Amazon is not available at this time. We haev requested a refund as soon as the item is received in our returns processing unit.

You could, of course, choose to place your order with a different seller at a different price. As an alternative, you could wait for the exact item sold by Amazon to come in to stock, order it and then share the new order number.

We would be happy to look into options in the latter case.

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: 09/02/2022

Complaint: 17706422

I am rejecting this response because:

1. In paragraph 2, it is acknowledged by Amazon that the ordered item was never delivered. Note that it was not refused or returned.The Amazon record showed out for delivery from August 1 to August 11.On August 11, the record was changed by Amazon customer service to refused, returned. This occurred when I contacted them to request a status update or replacement. (See attachment)
2. Paragraph 3 states the item is unavailable. It has, in fact, been available the whole time, and shows 11 in stock as of today.
3. The item was paid by credit card on July 30, nearly a month ago, but never received.
4. The item was sold by Amazon.com Services LLC according to Amazon order information.Whatever issues exist with the Amazon subordinate supplier are issues internal to Amazon. (see attachment)
5. As the customer, I should not be penalized with regard to Amazon delivery issues or Amazons internal supplier issues.
6. The order status awaiting returned item is completely invalid. It was not returned because it was never received at the ship-to address (only showed out for delivery for 10 days). This status is driven by Amazons change of the status from out for delivery to customer refused.
Since the item is currently in stock, and has been in stock the entire time this issue has been occurring, request a replacement be shipped to me immediately.

Sincerely,

***** Cover
Initial Complaint
Date:08/11/2022
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.
05/30/22 amount $233.63. Ordered specific shirts from website and items received were not as described. Filed return with Amazon and contacted seller and seller agreed to return all items to 1 address. Only received refund of $64.34 from the $233.63. Seller says reason was he purchased from other online vendors even though he instructed for all items to be sent to same address. Filed complaint with Amazon with no resolution. All items have been returned but only received $64.34 out of $233.63. Amazon is not willing to help out any further.
Business Response
Date: 08/16/2022
Hello,

The return tracking provided by buyer shows that items of order 112-4987320-0290668 were returned to seller of another order (Order ID: ********************. ***** needs to contact the seller of the Order ID: ******************* to arrange for a return of the item(s) back and once buyer receives the item(s) back, they will need to contact the seller of the Order 112-4987320-0290668 to arrange return for refund.

A-to-Z Guarantee claim has been provisionally withdrawn. If the return reaches the seller of the order and buyer does not receive a refund, buyer can reach out to us for further assistance.

Sincerely,
Initial Complaint
Date:08/11/2022
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.
2 transactions, one July 8th, 2022, the other July 22nd 2022. Order #***-5000326-6890627 second #***-5677129-9879457 I paid a total of $360.97 for 3 packs of hair, I returned one pack realizing I ordered to many and got a refund for it. However, I contacted Amazon explaining how this hair is Fake and tangled. It is listed as Real human hair false advertisement! As seen in the picture above it is a tangled mess!! Amazon.com is where I ordered from, then on 8/7/2022 I chatted online with a Amazon representative and they told me I could keep or dispose of the hair, and They were going to refund me the amount of $259.04 in 3-5 days! However I did not receive My refund and I contacted Amazon again, they told me they could not refund me and I needed to send a picture of the box that it came in with the shipping label attached and pictures of the hair for them to process a refund, I did not save the shipping box! After they already told me they would refund me. I contacted them for three days straight trying to make this business understand that they needed to make things right after their representative promised me a refund and did not come through with it. They were extremely rude and tried to say I was wrong and lying to them about what their Amazon employee said to me. However I took a screenshot and have proof that their employee at Amazon promised me a refund of $259.04!! This is very unacceptable and has made me very upset knowing I wasted so much money and did not even get what I was expected, The hair that I ordered from them is not even usable my hairstylist looked at me and said They claim this hair is real? This is fake hair it is such a mess! Thank you for taking time to read this and I hope this situation gets worked out. I dont want another buyer to face this sad situation from Amazon.com. Thank you, Kindly ***************************! Above i attached the poor condition of the hair and the screenshot of the business promising a refund! Also i sent proof
Business Response
Date: 08/15/2022
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 am sorry to hear of your concern with the returns and have reviewed both the orders in detail. We regret any inconvenience and misunderstanding when you reached us on the issue. We will not be able to issue a refund without the return being received and confirmed.

Regarding the Order ID: *******************, a claim was filed against the seller on Thursday, August 11, 2022 and is currently under review. Please use the return label created on Sunday, August 7, 2022 while the team researches the issue and reaches out with a resolution.

Regarding the Order ID: *******************, I see two return labels were issued for each of the purchased items. The corresponding item needs to be returned and confirmed for a refund to be processed. In this case, one of the items was confirmed received at our processing center and a refund has been issued. We request you to use the other label to send the second item back for a refund.

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

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