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

57,483 total complaints in the last 3 years.
21,618 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:07/29/2022
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 June 19 I placed 2 orders of MacBook pros for my technology team, both orders have not yet arrived but are marked as delivered on Amazon ********************************************* I called you guys about the orders a few days ago and was told I would be refunded within 24 hours for both orders. I have no received any emails or any form of contact since that interaction. As I needed these items urgently for my technology team I had to go out and buy them again in person and I have now spent double more then what I should have spent. I need my orders to be refunded as I was promised.
Business Response
Date: 08/05/2022
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.

Regarding your Order 114-3901235-4115414 and Order 114-0985333-5701837, based on our investigations, we aren't able to provide a replacement or refund for this order at this time.

You may wish to contact your local police authorities and the carrier directly to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with the police report number, link, or URL to the police report that shows the following information:
* - The delivery address regarding this incident.
* - The items were delivered according to the carrier tracking.
* - The report was created for stolen items/theft/larceny/ or other similar crime.
* - The status of the report is completed or closed.
* - The date the report was created.
Please contact us back when the police report is complete.

We are unable to accept police reports that are in pending or any other incomplete status. The police report must be filed before and provided in English to be considered for review. Only one police report is needed for all orders that are part of the same shipment. A separate police report is needed for orders delivered in different shipments.

Please note: to assist in obtaining a police report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

Just in case, there is anything else that we can help you with. Please feel free to contact us and we would be more than happy to assist you further.

Most questions are answered in Your Account (www.amazon.com/your-account) or in our Help pages (www.amazon.com/help).

You may contact us at **************

We hope to see you again soon.

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:07/29/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon and I have resolved a dispute on return. Amazon sent me an email saying they have restored my account to its fully function. My account is ****************** But all orders are still cancelled, can not place any order.I have already paid for the order that was on a dispute, but for some reason I am still on the Amazon ofm block list. Could you please make sure my account is re-instated FULLY?I still have 150$ of gift card amount, 3 kindle devices and numerous digital content on this account that I need to use and access. I have had this account ever since Year 2010, I have been using Amazon on this single account for 12 years, loyal customers, please look into my account history and I have been super frustrated with Amazon's gesture of closing my account because of a disputed return. And since we have resolved this issue, why am I still being blocked from placing orders? Is this how Amazon is dealing with a 12 years loyal prime customer???
Business Response
Date: 08/02/2022
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 issue with the hold on your account and see have reviewed the issue in detail. I was able to confirm the account has been reinstated on appeal.

Please refer to the email shared with you on Friday, July 29, 2022 at 7:31 PM (PDT).

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:07/29/2022
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 ordered many orders from Amazon. I have returned some items however Amazon has not refunded returns for months. Now they closed my account so I can not even see what I ordered. ****************** They even closed my wife's account at ********************** It is their prerogative to close these however the gift certificates and refund money amounts to **** dollars. That is our money.
Business Response
Date: 08/03/2022
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 29 July, 2022.

Sincerely,
Amazon.com
Customer Answer
Date: 08/03/2022

Complaint: 17643763

I am rejecting this response because: They do not reserve the right to steal my gift cards.

Sincerely,

***********************
Business Response
Date: 09/04/2022
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 04 September, 2022.

Sincerely,

******
Amazon.com
Customer Answer
Date: 09/09/2022

Complaint: 17643763

I am rejecting this response because: Keep peoples purchased cards or refund money. Like items returned and no credit. This is fraud and illegal. By Amazons own policy they are admitting they are frauding consumers. Amazons violations are vague and they do not give any answers besides this. Either way keeping consumers money is egregious.

Sincerely,

***********************
Initial Complaint
Date:07/29/2022
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 ordered a desk from Amazon, Item CubiCubi Computer Desk 55 inch with...Size: 55 inch Color: Rustic ***** Order #: 114-3831167-9780243 Sold by: Tespo Store Quantity: 1 Item price: $139.99. Plus the usual hidden ** taxes, total of $154.34. Item was delayed multiple times. Item was then dropped off ON THE STREET, and ruined. Looks like it was dropped off the truck - box is broken, burst packing on the street and items scratched and in some cases ruined from what can be seen from the now partially burst box.Multiple requests for remedy from Amazon with their rude customer service resulted in NO ACTION. Customer assistant 1 "***** "- Did the correct thing, apologized, and scheduled a pickup by **** Who SAY they turned up to collect. I took A DAY OFF WORK to stay in for the collection. They neither turned up (evidence on my video cameras) nor reached out to schedule NOR RESCHEDULE. Day wasted off work.Customer assistant 2 : "************" who was rude, told me pickup was attempted (it was not) then told me to wait in my house for up to 3 days. I was stunned - I told them I already took the day off work to wait in for the pickup originally and could not stay in for up to another 3 days off of my work due to the incompetence of *** already, on the basis they MIGHT show up. They said to keep it outside on the off chance they turned up. I pointed out this is ******* and it is likely to get stolen. They did not apologize nor offer any other remedy.************ REFUSED TO PROVIDE ME DETAILS TO MAKE A COMPLAINT. THEY ALSO REFUSED TO HELP ANY FURTHER. THEY SAID THEY HAD NO OPTION TO MAKE A COMPLAINT. THEY THEN LEFT THE "CONVERSATION"Customer Assistant 3 "*************************" restated that pickup was attempted. I stated again, the third time, it wasnt. They offered no other remedy other than "escalating to the 'concern' team so it doesnt happen again". And NO OTHER REMEDY TO HELP.Customer Assitant 4 ""Avileen" provided customer service email address finally
Business Response
Date: 08/05/2022
Hello Alexander,

I'm Meraj of Amazon.com. I'm responding to subject matter complaint, and copying them for their reference.

I've reviewed your BBB complaint and I'm sorry to learn about the issue and the negative customer service experience you've had.

I've made sure the appropriate supervisory personnel are aware of your experience to make sure we provide proper ***********************, as this is not at all the level of service we aim to provide our customers.

Upon checking your order, I found that a full refund of $154.34 was issued on July 30, 2022. Refund will be processed to your original payment card within 3-5 business days.

Please contact me directly by replying to this email if I can be of further assistance.

Regards,

*****
Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/29/2022
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.
Amazon was suppose to send *** to pick up a defective massager. I left two notes on my side of house, one on the four the other in the step. This is NOT the front door. I gone home to a label sitting at my side Doir. The package is sitting on my front step , laying there . These are grown men that should know the different between a side and front of a house. The front has more windows and shutters. Amazon states they make one attempt a pick up. They need to send the retardant back to collect the package since this is clearly their fault. I dont be returning it. If its have to, Borh massagers will be returned when the other Areoves They need to test the drivers & teach them to look at both doors and Learn to READ. Return and puck this up before someone do rides to be a porch pirate,& I want a date they will be sending someone. Im NOT leaving it out
Business Response
Date: 08/02/2022
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 order pickup issues.

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

I've created a new pickup for the order, please place the return item at the side of your home and I'll update the same to the pickup team as well.

Also, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

We'll make sure that this is not repeated.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/29/2022
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.
Ordered item that got lost almost a month ago. Requested refund for lost item. Amazon gave a refund but then recharged debit card for item on the same day. Called for another refund which they said they would issue but almost two weeks later and no refund pending and amazon account says refund should be pending *** wont help resolve issue any further.
Business Response
Date: 08/02/2022
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 an order which was not delivered.

I've checked the Order ID: ******************* and see that the 1st shipment was not delivered and a refund has already been processed to the card used.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/29/2022
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.
This am at 7:24 am I received a recorded call stating I owe Amazon $15.00 for an unidentified item that was ordered and delivered. I called the number back 0at 1` ************. The number was unavailable. I looked up Amazon and call the on line tel. number *************. The representative for Amazon identified himself as Gamillo. I explained the problem and he asked for my email address. I gave it to him because he said he needed it to look me up. He said he found my email address in his files and When i stated that i have no account nor have i ever purchased anything from Amazon He insisted I am in the computer. I asked what was ordered, when was it delivered and what was the order confirmation number what ever was billed to it., H wanted my mailing address I said no I dont feel giving my personal information to strangers especially when he had my gmail and my telephone number. our conversation went downhill. I asked to speak with his supervisor and gamillo wanted to know why i wanted to speak to a supervisor. he said i would be asked the same questions for information. I asked 4 more times to speak with his supervisor. finally his supervisor named ****** spoke to me. He said he didnt find my gmail in the computer nor an order. He asked my name. Again he did not find me or an order in the computer. I did inform ****** as i did Gamillo that I would be filing a possible fraud complaint with the *** and the better business bureau. This is my complaint.
Business Response
Date: 08/02/2022
Hello Flyhappy,

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 an unauthorized call from Amazon.

I would like to inform you that we can confirm that this person who contacted you is not affiliated with Amazon Payments or Amazon.com.

Amazon Payments doesn't complete any transactions using wire transfers from your bank account or other external means such as money orders or gift cards. Since your transaction did not take place with Amazon Payments, we have no record of your transaction with this seller.

As it appears you've been the victim of fraud, you may want to contact your local authorities and your bank to report this situation. You may also want to look up the tips provided by the *** to help you spot a scam, protect yourself and family, and report scams:
http://www.fbi.gov/scams-safety

Unfortunately, fraud is common on the internet at this time. If you're ever unsure if someone is affiliated with Amazon.com or Amazon Payments, please reach out to our customer service team using the information on the following Help page:
https://payments.amazon.com/sdui/sdui/helpTab/Personal-Accounts/Privacy-Security

For information on how to identify whether or not an offer is affiliated with Amazon Payments, and to find out how to protect your system, click here:
https://payments.amazon.com/help/83619

I've forwarded the information you included to our investigations team, and they'll thoroughly research your report. For privacy reasons, the results of our investigations cannot be disclosed, but be assured that they will take any actions they find appropriate.

Thank you for bringing this matter to our attention.

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:07/29/2022
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.
My Complaint is with Amazon/KDP and how they mess up and have no sense if urgency or resolve for authors.May 14th I ordered 30 books. I paid for 2 days shipping and it arrive May 17th. Format was fine.May 23rd I ordered 22 books. Paid for 2 day shipping and it arrived May 25th. Format was fine.As customers were ordering from Amazon I was notified that there were issues with the format of my book. The images below will show you the issues. Pictures were overlapping the words.I had my editor fix the issue and I also proofed the current version that was uploaded on July 9th and approved July 10th. I ordered 33 copies of my book with 2 day shipping on July 14th. This is 4 days AFTER the corrected version was uploaded. It took 11 days for my book to arrive and I STILL received books with the incorrect format.I have talked with 3 different reps who all said a senior team manager will call me and they never did I was told this 3 times and its frustrating to keep being lied too. The emails I receive about my status say the same thing and it's irritating how Im being blown off. This has definitely caused a major disruption in my flow of business and extra money....I also do not know how many other customers were sent the wrong books, they should be sent the corrected version.I am frustrated and a little disgusted as to the process that has been done. This is clearly the fault of the manufacturer and no one is taking accountability or seems to care about how long this is taking to correct their mistake.
Business Response
Date: 08/08/2022
On 07/25, ************** contacted Customer support regarding manufacturing issues with her book as she had ordered copies in late-May. She made corrections to her manuscript and uploaded the correct file on July 9th, she ordered copies and were still with the same defect. She contacted KDP Customer Support requesting to destroy all copies in inventory, a request was created to remove inventory and was completed on 07/29. The Executive Customer Relations team tried to reach her on 08/02, however nobody answered. On 08/03 we confirmed via email that the copies we had in inventory were destroyed, as of today 8/8 we have not received a response from her.
Initial Complaint
Date:07/29/2022
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 ordered a Intex pool on July 13th "Prime Day". It was supposed to be delivered July 29th. I got an email on July 25th saying it was damaged in transit and is returning to amazon and a refund will be issued. They did issue a refund however I asked them if I can just get a replacement as it was discounted and i just wanted the pool. They proceeded to tell me that they could give it to me at the "Prime Day" price but I would have to pay list price up front. They said once it got delivered to contact them about the price difference refund. This could most likely be about 3 weeks before the item would be delivered and I would get this money back. I told them I only wanted a replacement nothing more. I understand accidents happen in shipping so waiting an extra 2-3 weeks for the replacement didn't bother me but they are basically wanting me to lend them an extra amount of money until the pool is delivered and then i must contact them to get a price difference refund. Ive been a prime member for many many years and I dont believe i am asking to much just for a replacement.
Business Response
Date: 08/02/2022
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 damaged and returned delivery of your order and the related refund. We regret the inconvenience caused due to the issue.

The response you were provided was correct, we do not have an option to send you a replacement at this time. Once a refund is issued and has processed, we will not be able to ship a product.

At this time, you could place a new order for the item but it should be shipped and sold by Amazon only. Make sure it is not sold by a third party seller and once the order has shipped, reach **************** on the matter.

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: 08/05/2022

Complaint: 17643237

I am rejecting this response because: I just want the opportunity to purchase the item at the prime day price since a replacement wasnt an option because Amazon forced the refund to me. The prime day item I bought was damaged in shipping and I only want the exact item for the exact prime day price. I understand a refund was given to me but I just want the opportunity to buy the prime day special at the same price I previously purchased it before. I do not want to pay extra up front for the item like Amazon is wanting me to.. I just want to pay the prime day price for the same item.

Sincerely,

*****************************
Initial Complaint
Date:07/29/2022
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.
Amazon sells it's prime membership to over 200 million people to the tune of 25 billion in 2020. Amazon uses it's prime membership as a "premium service" and likes to list items as "next day shipping" or in the case of this complaint, a video game pre-order that it said would arrive on release day. We are now a day after release day, and all I asked amazon was for a refund for this months prime membership to make up for their failure to deliver on their promises. I could have went and supported a small business and actually got my game on release. Amazon failed here, and refuses to make it right past saying they will cancel the pre-order. So this makes sure they still net their $12.99 for the month even tho they failed in their premium service. Amazon uses their lies to manipulate customers that would never take it this far to continue putting other businesses out of business. This is not okay. I am demanding Amazon issue me a refund for 1-month of prime because they failed to deliver an item on the day it said it would be delivered. Otherwise Amazon can continue ripping off customers. This should all be automated. If amazon fails prime promises prime should be automatically refunded for that month at minimum.
Business Response
Date: 08/02/2022
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 late. We have passed your feedback to the correct team internally. We will not be able to issue any refunds on the subscription.

Amazon Prime is a membership program that offers many benefits, including FREE Two-Day shipping on millions of items, access to movies and TV shows, ad-free music, unlimited photo storage, and Kindle books. It is not just a free or a expedited shipping program. You can view a complete list of benefits here: http://www.amazon.com/gp/help/customer/display.html?nodeId=*********

More information about Amazon Prime, including membership Terms & Conditions, can be found on our Help pages: https://www.amazon.com/help/prime

Our shipping estimates take into account the time it takes to receive the item, pack it, and prepare it for shipment. For more information visit: http://www.amazon.com/gp/help/customer/display.html?nodeId=*********

I am afraid, we do not have an option to offer adjustments or waivers for Prime.

You can cancel your Amazon Prime membership and receive a refund of the membership fee if you or your registered guests haven't used the membership benefits. To cancel your membership, please visit the membership cancellation page to check eligibility and for options: https://www.amazon.com/mc

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: 08/04/2022

Complaint: 17643267

I am rejecting this response because: it is copy and pasted, it is not a real reply because core parts of what i am complaining about is being ignored. Amazonis using a generic textbook response, not actually concerning themselves with making this right.

Sincerely,

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

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