Complaints
This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 58,670 total complaints in the last 3 years.
- 22,031 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/19/2022
Type:Product IssuesStatus: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 July 11th we received a birthday gift for our son. He already had it, so we used the gift receipt option on July 12th. We printed a return label and placed the item in a secured locker in the nearest Whole Foods. We expected an account credit of roughly $33 within 3 business days. Over one week later (July 19th) we saw the credit hadn't been issued. We called customer service and were on the phone for 57 minutes. They couldn't locate the return or tracking information for MOST of the call. In order to process the credit, we had to reach out to the purchaser to let them know we returned the gift because Amazon said they needed to validate the purchase. This was humiliating and a violation of our confidentiality. It inconvenienced the purchaser for at least 10 minutes as Amazon customer service tried to sort things out. By the end of the call, we still don't have a $33 credit on our account, but now we have the humiliation which DEFEATS THE PURPOSE of a gift receipt and no item. We paid out of pocket for a replacement gift. We do want an apology from Amazon, our rightful $33 and change credit, and something additional because we have been loyal customers since Amazon launched and we make purchases almost every day. This treatment was unfair, embarrassing, and undue. There is no dollar value that can satisfy the embarrassment and possible rift their customer service has caused between us and the buyer. This needs to be rectified ASAP.Business Response
Date: 07/22/2022
Hello Mr. ************* style="font-family: Verdana, Arial, Helvetica, sans-serif; font-size: *****px; background-color: rgb(255, 255, 255);">I'm Abhishek 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.
We're sorry for the inconvenience you've had with return for an Gift order.
However, I was unable to locate the order in your complaint. We request you to write us back with the order ID, name of the product from the email ID of the account to which you'd like the refund to be processed.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.Regards,
Abhishek
Amazon.com
http://www.amazon.comCustomer Answer
Date: 07/28/2022
This issue was finally resolved today, after working with Amazon for over two weeks to rectify the issue. They issued a $43.30 gift card balance onto our account - the amount of the refund and a $10 courtesy adjustment for the inconvenience. Along the way, the issue continued to be mishandled. Before the BBB complaint began to be addressed, we made contact again to ***************** An alleged supervisor told us that there was no record of the returned item and its tracking number and no credit/refund could be issued. This all roots from a bad tracking number provided either by *** or Amazon, or their system experienced an issue where it couldn't be tracked for some reason. This had nothing to do with us.
After spending a second hour now on the phone with Amazon, my wife questioned if the supervisor was in fact a supervisor at all. He told her that he was insulted by this and ended the call, then placed a message on our account indicating two things - 1. we were abusive/harassing/threatening and we violated their acceptable use policy which could jeopardize our membership, and 2. the item was located and our account would receive an adjustment within 7 days. Seven days later, there was still no adjustment on our account.
Now, for the representative aiding with the BBB case, he also advised that the item couldn't be located (that response is attached to this BBB complaint). He asked us for account information of the purchaser. This is the third time I've provided the information to Amazon. Additionally, I've provided them the *** tracking details and email they sent us when we initiated the gift return. As a resolution, Abhishek (the specialist assigned to this BBB case) advised that we were provided the aforementioned credit onto our account. However, he erroneously applied it to the purchaser's account. I've attached a PDF of the email string to this complaint for your review.
The issue has been resolved now. After sending them a third email, they did apologize and advise it's been corrected, which it has. This has still been a terrible experience. We never expect more than we deserve, but Amazon truly made us feel like we were being dishonest when everything simply stemmed from some type of system issue on their end. Furthermore, it's libelous that they've placed messaging on our account that we were abusive, when in reality, the employee was insulted because he simply couldn't rectify the issue.
This entire interaction has:
- Placed us into the three-hour **** to resolve something simple.
- Accused us of lying and mistreating people.
- Shown ALMOST no empathy toward our grief.
- Embarrassed us by requiring the purchaser to get involved, also wasting their time.
- Displayed a disappointing level of care, even considering the specialist assigned to investigate and resolve the BBB complaint ALSO mishandled the account by misappropriating the account credit.I've never felt so insulted or upset while working with a company that generally does well to resolve concerns. I hope this feedback is valuable to you and your team. Thank you for time in reviewing this.
Sincerely,
*****************Initial Complaint
Date:07/19/2022
Type:Delivery IssuesStatus: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 garden sculpture set and Amazon changed the delivery date 3 times it hasn't shown up yet, and the refuse to refund it to me. They claimed to have refunded it but to an expired card that they knew beforehand was bad because I told them so. So I haven't received an item or refund and they still refuse to issue one.Business Response
Date: 07/21/2022
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. Upon checking the order #***-5744226-0670640 I see that a refund of $70.33 was issued to the original payment method on Tuesday, July 19, 2022.
The refund typically gets processed within 3-5 business days. We can only issue refund to the original payment method used for placing the order.
Unfortunately we cannot issue or transfer the refund amount to another payment method.
We request you to contact your bank in this matter. They should be able to transfer the fund to a new payment method.
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.comInitial Complaint
Date:07/19/2022
Type:Service or Repair IssuesStatus: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 account was closed permanently and I was told that my account was linked to another account that was closed. I have no history with any other account. I also havent had any issues with Amazon in my entire history of using them so I dont understand why my account was closed and I wasnt given an explanation about it either.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 03 August, 2022.
Sincerely,
MonikaAmazon.com
Customer Answer
Date: 08/03/2022
Complaint: 17588076
I am rejecting this response because:
I havent had any interactions with any other account nor have I done anything illegal. You can check the history of my page and see I havent done anything that is against terms and conditions. I need to understand the process and why my account was personally removed.
Sincerely,
*****************************Initial Complaint
Date:07/19/2022
Type:Delivery IssuesStatus: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 6th, I placed order #***-9196507-8594607. From that order, one of the shipments included 3 items, and the shipment never arrived. All of the items were supposed to arrive by 7/9, however Amazon changed the delivery date to 7/10. Then, the shipment still didn't arrive, and on 7/11 they allowed us to declare it "lost". They only offered a refund, to which we refused as it would require us to pay a higher cost for the same item much later. Additionally, their mobile app did not display the lost order, and we could only find it by searching our orders for the specific products. We insisted upon a replacement shipment at no cost, however they directed us to place a new order, and upon delivery to request a refund of that replacement shipment's cost. We placed the order, with a delivery date of 7/20. Again; Amazon changed the delivery date to later, now reflecting 7/27. Upon looking at the website, ordering the same item, Amazon was claiming a delivery date of 7/25 - earlier than the anticipated delivery of the replacement. We attempted to chat with customer service, as we're busy dealing with a dying relative. After a brief chat, the customer service agent disconnected the chat. Upon calling customer service yet again, they did nothing but said they'd give us a "promotional credit" of $10 for our troubles. That never happened.Customer Answer
Date: 08/24/2022
Complaint: 17587779
I am rejecting this response because:
At this point, after significant effort on both my and my wife's part, all while dealing with the death of my grandmother, WE managed to get the items that we originally ordered, via NEW ORDERS, and VERY LATE. No credit has ever been given for one of the items that had to be reordered, including the tax charged for it. That means I was charged twice for it, for one shipment. Part of Order# ***-5796100-1215404 was refunded ($11.63), however the full $70.06 (which includes the tax that you charged and illegally kept) was not refunded. This is all part of Order# ***-9196507-859460, which you still fraudulently claim is "running late", when the order was placed on July 6th. At what point do you deem it lost, and refund us? We should get a refund for one of them.
On 8/24/22 03:33, Amazon.com wrote:
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 hope your issue was resolved by our customer service department. If you have any other issues, please feel free to contact us directly by replying to [email protected].
We look forward to see you soon.
==========================
Information received date: 7/19/2022
==========================
Case Description: On July 6th, I placed order #***-9196507-8594607. From that order, one of the shipments included 3 items, and the shipment never arrived. All of the items were supposed to arrive by 7/9, however Amazon changed the delivery date to 7/10. Then, the shipment still didn't arrive, and on 7/11 they allowed us to declare it "lost". They only offered a refund, to which we refused as it would require us to pay a higher cost for the same item much later. Additionally, their mobile app did not display the lost order, and we could only find it by searching our orders for the specific products. We insisted upon a replacement shipment at no cost, however they directed us to place a new order, and upon delivery to request a refund of that replacement shipment's cost. We placed the order, with a delivery date of 7/20. Again; Amazon changed the delivery date to later, now reflecting 7/27. Upon looking at the website, ordering the same item, Amazon was claiming a delivery date of 7/25 - earlier than the anticipated delivery of the replacement. We attempted to chat with customer service, as we're busy dealing with a dying relative. After a brief chat, the customer service agent disconnected the chat. Upon calling customer service yet again, they did nothing but said they'd give us a "promotional credit" of $10 for our troubles. That never happened.
Desired Resolution: Finish the Job
====================================================
Regards,
Praveen M
Amazon.com
http://www.amazon.com
Sincerely,
***************************Business Response
Date: 08/24/2022
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 hope your issue was resolved by our customer service department. If you have any other issues, please feel free to contact us directly by replying to [email protected].
We look forward to see you soon.
Regards,
Praveen M
Amazon.com.
http://www.amazon.comBusiness Response
Date: 09/03/2022
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 both the orders.
I've issued a refund of $416.40 to your card. The refund can be seen within 5 business days.
Once processed, you can see the refund here :
https://www.amazon.com/gp/css/summary/edit.html?orderID=***-9196507-8594607
Further, regarding the order # ***-5796100-1215404, we received only "QuickFit Bodyweight Workouts and Stretching Exercise Poster Set - Laminated 2 Chart Set - Body Weight Exercise Routine & Stretching Workouts (18" x 27 ( $10.95 )". This is the reason why you were refunded only for one item. Once we receive the other item, you will receive a full refund.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
We look forward to see you soon.
Regards,
Praveen M
Amazon.com.
http://www.amazon.comInitial Complaint
Date:07/19/2022
Type:Product IssuesStatus: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 returned Order 111-7545275-0539462 and it was delivered back to Amazon on July 6. I contacted Amazon **************** to check the status of the return since the return page said a refund would be issued within 7 days of Amazon receiving the item.The customer service representative said they issued a refund back to my original form of payment, but the order doesn't reflect that refund and the order no longer even shows that a return is in process, nor does it display the ** code that was scanned when the return was dropped off.I'd like to know when a refund is going to be issued because I think the customer service representative messed up the order.I have attached screenshots of the conversation since I can no longer retrieve the ** code or return tracking number.Business Response
Date: 07/22/2022
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.
Once the carrier has received your return package, it can take a while to arrive at our returns center. In most situations, returns will be processed by Amazon in 14 days. In some situations, it may take longer. If you haven't been issued a refund after 14 days, we ask that you wait until July 30, 2022 for us to investigate what happened to your return.
If you don't hear from our returns center by July 30, 2022, please write back so we can find out what happened.
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.comCustomer Answer
Date: 07/28/2022
Complaint: 17587712
I am rejecting this response because: I still have NOT received a refund for the item that was delivered back to Amazon now over 3 weeks ago. In addition, the customer service representative that supposedly issued the refund a few weeks ago cancelled the return label so the order doesn't even display that a return was made, which leads me to believe a refund will NEVER be issued.
Sincerely,
*********************************Initial Complaint
Date:07/19/2022
Type:Billing IssuesStatus: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 had free prime day on July 12th through July 13th 2022. Instead of them giving me free prime as they advertised for those days. Amazon baited me $1.99 plus tax for a week. I reached out to Amazon's customer service and they said the system will correct itself and give me my $2.01 back. It never did. I tried to get help on 7/19/22 and both representative seemed to not understand how to help me. I have screenshots showing I was supposed to get credit back for the prime charge.Business Response
Date: 07/21/2022
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. Upon checking the account under this email address I didn't find any prime membership in it.
Also I didn't find any previous communication or email sent from our end.
If you are referring to another account under a different email address then we request you to write to us from that email address using the exact same subject line.
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.comCustomer Answer
Date: 07/26/2022
The matter has been resolved after I did this complaint. Not putting my email again up. Thank you!
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