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

58,316 total complaints in the last 3 years.
21,861 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:08/09/2022
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.
Amazon sold me a discontinued home security product by Ring and when I contacted Ring for troubleshooting they advised I should not be sold the product because it was discontinued a month prior and their no other troubleshooting options for replacement pieces and to contact Amazon. Amazon said they could not help because their is no transcripts of me contacting them with an issue but I contacted Ring with any issues. I just want a security system that works to secure my family.
Business Response
Date: 08/13/2022
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 order was placed on Saturday, March 13, 2021 and its already past one year. Unfortunately its too late to take any action. You can contact the manufacturer for any troubleshooting.

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:08/09/2022
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 a pool from Amazon, the wrong size pool was sent to me. I followed all the instructions I was given to received a refund of my purchase price along with return shipping costs. I have everything documented and Amazon told me that since the seller was not responding to me they would refund me the money due to their A to Z guarantee policy. This has been going on since June 7th and now Amazon is not responding to my emails after they promise me they will contact me. I returned the pool as directed so the seller has the pool and my $860.87 pool cost and $233.90 return shipping cost. Here is one message I sent to the seller describing in detail what happened.EMAIL TO SELLER:I received a label on June 9th. I contacted Amazon because I didn't feel I should have to pay shipping costs due to you sending me the incorrect product. Amazon told me they would contact you and that I should wait a few days to receive a pre paid label in my email. I waited as I was instructed and never received another label so I contacted Amazon again, they told me to ship the pool and I would be reimbursed for shipping costs. I shipped the pool on June 23rd, it would have been shipped a lot sooner if I was not told to wait for a prepaid label and I would have been contacted sooner by you or Amazon. I was just trying to follow their instructions. When I received the pool the box was damaged and I have pictures of that if you want to see them so you understand why it was taped so much when I returned it. Amazon has denied my return so now you have the pool and my $860.87 plus i paid $233.90 to return it to you when it was your fault the products was not correct. I really am asking you to return my money, I followed the rules and did what I was told to do by amazon.
Business Response
Date: 08/14/2022
Hello,

We have reviewed the claim raised on order 111-4954855-4640241 and have proceeded with refund. Buyer has been notified about the same.

Thanking you,

Customer Answer
Date: 08/14/2022

Complaint: 17696117

I am rejecting this response because:
I thank you for the refund of the purchase price but I was also promised a refund of the return shipping cost of $233.90. Please see the attached comments from Amazon and the return shipping receipt

Sincerely,

*******************************
Business Response
Date: 09/16/2022
Hello,

We have reviewed the claim filed on order 111-4954855-4640241. Please note that buyer has already been refunded for Return Costs refund of USD ****** on August 24, 2022.

Thanking you

Customer Answer
Date: 09/28/2022

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:08/09/2022
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.
On July 16th 2022 I made 4 orders on Amazon.com. 2 of the orders arrived at the correct location but orders;#***-8032609-9320209 and Order # ***-6861080-9893822 was shipped by Amazon to a default address they created. (I personally done use a default address). That default address is to a PO box addressed as PREVENT AMZN FROM LEAKING YOUR DATA VOID ADDRESS PO box 51111.The address clearly states to Void the address but for some reason Amazon ships it their anyway. Its taking hours and hours to tell Amazon they've screwed up again. The online system live contact window doesn't open. I have spoken with the merchant of the 2 products via email and explained Amazons issues. Ultimately I had to stop the payments on my credit cards, and I explained to the Merchants that Amazon left me no choice. I dont want the products rerouted to my location. I want amazons to give the merchant their product back. I never received, because Amazon sent it **** miles away to **********. Amazon creates this problem by forcing a default address.
Business Response
Date: 08/18/2022
Hello,
We researched this issue and we have asked the card issuer to close both disputes in the customer's favor.They should have received a refunds of $94.16 and $105.11 on their credit card.
We sent a confirmation to the registered email address on 2022-08-18.
Sincerely,
********
Amazon.com
=========
Initial Complaint
Date:08/09/2022
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.
Amazon cancelled 2 of my orders this month without any notice and noted that the reason was that I cancelled. Both products were over $200 and when I went in to reorder they were both available but at a higher price. I fix reorder the first product anc thd higher price and it was delivered but I believe Amazon is starting a patent of deceitful business practices by cancelling my orders lying saying that I cancelled then still offering the products but at a higher price.
Business Response
Date: 08/13/2022
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've forwarded the feedback to the concerned department so that they can work on future improvements.

https://www.amazon.com/dp/B01N5T0SF7

Please visit the above link and click on "See All Buying Options" so that you can find the sellers selling the item. I see that the lowest price is $224.99 Ships from ****************************************** Sold by ******************************************

I hope this helps! 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: 08/23/2022

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:08/09/2022
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 a tablet and a protection plan from Amazon and now my tablet is not working so I got in touch with them to see about getting it fixed or replaced and they are not honoring the tablet or protection plan that I have I purchased the tablet and the protection plan on November 6th 2021 I havent had either one for a year and I tried to get them to repair or replace it I have made many purchases from them now they are telling me that my password is wrong and the last four digits of my debit card are different they allowed someone to change my password I have not given anyone permission to use my account ever
Business Response
Date: 08/16/2022
Hello,

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (http://www.amazon.com/help), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.
Initial Complaint
Date:08/09/2022
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 a television for Amazon with the following information. Order date Jul 12, 2022 Order #***-7985030-6081036 Order total $220.49 (1 item)The ** was delivered broken. I contacted customer care on July 28th and was told to wait a week for the ** to become in stock to order a replacement. On Aug 8th I contacted Amazon through chat with with the ** in stock and was told by a customer care rep that a replacement will arrive on Aug 11. When I asked how I should return the other ** the customer care rep informed me that it didnt need to be returned. So I took the broken ** to the trash because it had no use and didnt need to be returned. The next morning I received an email from Amazon saying that the broken tv that I was told didnt need to be returned now needed to be returned. When I spoke to customer service the next day they transferred me around and told me it was my problem that The customer care rep gave me the wrong information. Ive included screenshots of both the email that informed me to wait a week as well as the chat transcript that told me the ** did not need to be returned after I asked how to return the broken tv.
Business Response
Date: 08/20/2022
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 to hear about the problem you've had with your TV.

We understand that you've already disposed of the item. We wont be able to provide a replacement or refund for this order unless we receive the original item back.

Since the item was damaged, you may want to contact the manufacturer for warranty options. If you'd like to return a qualifying item in the future, you can create your own return label by visiting our ******************** (http://www.amazon.com/returns). Our ******************** will guide you through our full return policy and assist you with detailed instructions to create your own personalized return label.

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

Complaint: 17695319

I am rejecting this response because: my question still has not been answered. Youre Amazon customer care rep told me to dispose of the tv after I asked how I should return it. *** included documented evidence that shows the care rep instruction me not to return it. Ive keep getting this same response I will be forced to settle in small claims court. Amazon can not be allowed to take advantage of the customer when the fault is on their employee who gave wrong information.

Sincerely,

*****************************
Initial Complaint
Date:08/09/2022
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 ********** Surface Laptop 3 - **** Touch-******** ***** Core i7 - 16GB Memory - 512GB Solid State Drive (Latest Model) - Matte Black (VGS-00022) "They sent the much cheaper version with the *** processor. Which not only is much cheaper but also doesn't work for what I need at all. I tried to talk to their support 6 times now. Just not got off the chat after hours of trying to get this taken care of. Each time I tell them the issue their system says "NAME had a technical issue." and it gets someone new. Even when talking to a manager. So there is ZERO way to get ahold of their support with any proper means to get this resolved. I sent a screenshot of the laptop they sent.
Business Response
Date: 08/13/2022
Hello,

I'm Harasankar 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 your complaint. Unfortunately I'm unable to determine the exact order you are referring to as the order number is not mentioned in the complaint.

Please share the order number with us so that we can review the issue and assist you further.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 08/22/2022
Thanks for the response.
Here is the order number. 114-3184498-5569827
Business Response
Date: 11/03/2022
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've reviewed your complaint and checked with the concerned department in this matter.

Unfortunately we will not be able to accept the return for this order #***-3184498-5569827. The order was placed on Saturday, March 13, 2021.

The order has passed the return window has passed on June 14, 2021.

You can find more information about returns, including return shipping costs and methods, on our help pages here:

http://www.amazon.com/help/returns

We look forward to seeing you again soon.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/09/2022
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.
Hello BBB, I have had a hard time working with Amazon. I believe that my account has been targeted by Amazon because I hired the wrong third party to work on my account. They have killed my business and my reputation with Amazon. Dropshipping was the model proposed by the third party I hired. I did not realize this was against Amazon's policy. I have since terminated working with them. I am now sourcing products through trusted wholesellers and will be using them moving forward in combination with FBA. This is all outlined in the appeals I have been sending to Amazon. I recognize I am fully responsible for the actions taken on my behalf. I am looking for a second chance to prove I have learned from my errors. Thank you, ***************************
Business Response
Date: 08/15/2022
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 08/15/2022.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:08/09/2022
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 have been receiving items I did not order for the past several months. I found out through customer service there is an account with my name on it but it is an account I did not authorize. I have contacted customer service several times and filed complaints with the fraud department to no avail. At first it was my credit card being used in this account, I filed a complaint with my bank and they issued a refund and turned off my card. I am still to this day receiving items I did not order but am not paying for. Someone is paying for these items and this is fraud, I have done all I can to report this to Amazon but they refuse to do anything because I do not know the account information other than it is in my name. They want me to guess the email address being used. I have asked for the account to be terminated and Amazon refuses to do so.
Business Response
Date: 08/25/2022
Hello,

I'm Harasankar 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 your complaint and checked with the concerned department in this matter.

After thorough investigation they've taken necessary action on the account. They've sent you a communication in this matter already.

You will not receive any such unwanted package from that account in future.

I hope this information helps. We look forward to seeing you again soon.

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

Regards,

Harasankar.M
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:08/09/2022
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.
On June 6, I ordered a Metaquest 2 VR headset 256 GB from Amazon. When I received the item, it was the ************************************************************** that I sent back the wrong item. I explained that I received the wrong item and clearly detailed it in the notes that I received a 128 instead of the 256. After constant calls and emails they tell me that they disposed of the incorrect item and will not be giving me a refund. Every person I speak to tells me a completely different thing. Amazon has received my return and therefore a refund is due.
Business Response
Date: 08/13/2022
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've reviewed your complaint. A careful review of your account reflects that the correct information has already been provided.

I found that you have received an email about this on August 3, 2022 with the subject line Your Amazon.com returns advising you of the issue with your return.

If you believe that this is incorrect, and that you did return correct item, you can appeal the decision.

To appeal, please reply to the email mentioned above with all relevant information. The specialist team will contact you within 3 days (72 hours) once your email is received.

I'm unable to offer additional insight on this matter.

We appreciate your understanding.

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

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com

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