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

59,809 total complaints in the last 3 years.
21,190 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:03/27/2024
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.
Hi! I bought a computer from RockyStone Electronics via Amazon on 12.31.23. The item was defective and stopped working on the third day. After returning the computer I was charged $484.50 restocking fee for a scratch that didn't exist. Calls to Amazon have been fruitless. I called, and they promised a refund in the next 3-5 days, but I still didn't get my money back. This has been repeated every week since January. I have found claims on this seller on BBB. And he has over 20% of negative reviews on Amazon for the same reason - unfairly charging restocking fees for fictitious reasons. He works with buyers in the same pattern: he sends defective items, then charges a restocking fee for "scratches" and "oil stains". Why Amazon covers for the scammer and takes no action against him? I'm an Amazon Prime member, but this company doesn't want to protect me. It's a shame!!! Please take action, customers need your help and protection!
Business Response
Date: 03/27/2024
Hello Victoria,

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, unfortunately I'm unable to locate the order number you are referring to.

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.

Regards,
*****************************.
Business Response
Date: 04/04/2024
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 reviewed your complaint and apologies for the inconvenience you have experienced with refund on order#***-3168960-3009001

Restocking fee refund of $484.50 is processed back to your original payment method on Thursday, March 28, 2024.

Request to check your account statement for this refund.

Thank you for being a Prime member.
Regards,
*****************************.

Customer Answer
Date: 04/04/2024

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:03/27/2024
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.
Greetings!I am writing to file a formal complaint against Amazon. I am having trouble resolving the issue with my inventory, and Amazon does not provide qualified support. MY REQUEST IS to move 356 units of ASIN B0BT4S7Y5D (FNSKU X003OP853N) from expired to available in my inventory.My inventory for ASIN B0BT4S7Y5D (FNSKU X003OP853N) was wrongfully considered expired.It was a mistake because the expiration date of my inventory for ASIN B0BT4S7Y5D (FNSKU X003OP853N) is March 2025. Therefore, there is a year left until the product expires. On March 14, 2024, I requested the Bin Check of the inventory for ASIN B0BT4S7Y5D (FNSKU X003OP853N). I asked the Amazon employees to inspect my product`s inventory in the Amazon warehouse and provide photos with its EXPIRATION DATE.On March 16, 2024, I received the results of the Bin Check through the internal case ID ***********. I was informed that the team had reviewed the inventory, confirmed the successful removal of the expiration date flag from ASIN B0BT4S7Y5D, and updated the inventory status from expired to available. Please review the attached screenshot, Bin Check results ASIN B0BT4S7Y5D.The team also provided the photos of the expiration date on the package, which is March 03, 2025. Please review the attached screenshot Expiration date ASIN B0BT4S7Y5D.Although my product has not expired, as of March 26, 2024, the inventory status for ASIN B0BT4S7Y5D still hasn't changed to available. Please review the attached screenshot, Inventory status ASIN B0BT4S7Y5D.I was trying to reach the responsible team to address this issue, and move my inventory for ASIN B0BT4S7Y5D back to available. However, I always received automatic responses.Based on the above, I request to review my submission carefully, and change the status of ASIN B0BT4S7Y5D; FNSKU X003OP853N (356 units) from expired to available.Best regards,*****************************
Business Response
Date: 03/28/2024
Hello from Amazon,
I understand seller concern with regard to move the units of the ***** B0BT4S7Y5D to Sellable.
On checking the units are tied to Removal order which was created automatically as per the return settings. Seller can confirm the same from the link below:
*********************************************************************************************
Removal Order IDs can be reviewed by the links below:
********************************************************************************************************
********************************************************************************************************
As the units are tied to removal order, we will not be able to cancel the removal order as it is in the advanced shipping process.
Once the units are received from the seller's end, seller can send the inventory back to the Fulfillment center
Customer Answer
Date: 04/02/2024

Complaint: 21492338

I am rejecting this response because:
Amazon confirmed that the units, tied to removal order IDs IPHA7ddz1y; 4ViF3qrHfz, are not expired. However, they cannot move the inventory back to sellable while the above mentioned removal orders are not cancelled.
I request to cancel the removal orders IDs IPHA7ddz1y; 4ViF3qrHfz, which were created in error. These removal orders were created automatically by Amazon because my units were mistakenly marked as expired.
The units (FNSKU X003OP853N; X003PV5T6H; X003PVGOEX), tied to the abovementioned removal orders were wrongfully considered as expired. Because of this mistake, Amazon automatically created the following removal orders:
1. removal order ID ********** created on November 21, 2023;
2. removal order ID ********** created on March 06, 2024.
Although the removal orders were created quite a long time ago (for example, removal order ID ********** was created 5 months ago), the units, tied to these removal orders, are still located in the Amazon FCs, and weren't sent to me yet.
This is proven by the fact that on March 14, 2024, I requested the Bin Check of the inventory for ASIN B0BT4S7Y5D (FNSKU X003OP853N). On March 16, 2024, I received the results of the Bin Check through the internal case ID ***********. I was informed that the team had reviewed the inventory, confirmed the successful removal of the expiration date flag from ASIN B0BT4S7Y5D, and updated the inventory status from expired to available.
The team also provided the photos of the expiration date on the package, which is March 03, 2025. This proves the fact that the units are still in the Amazon FC, AND are not expired.
However, the inventory status for ASIN B0BT4S7Y5D still hasn't changed to available. I was trying to reach the responsible team to address this issue, and move my inventory for ASIN B0BT4S7Y5D back to available status. However, I was informed that they cannot move my inventory back to sellable while the removal orders are not cancelled.
Based on the above, I request to review my submission carefully, and cancel the removal order IDs IPHA7ddz1y; 4ViF3qrHfz, which were created in error.

Sincerely,

*****************************
Business Response
Date: 04/04/2024
Hello from Amazon,I understand seller concern with regard to move the units of the ***** B0BT4S7Y5D to Sellable.On checking the units are tied to Removal order which was created automatically as per the return settings. Seller can confirm the same from the link below: ********************************************************************************************* Removal Order IDs can be reviewed by the links below: **************************************************************************************************************************************************************************************************************** As the units are tied to removal order, we will not be able to cancel the removal order as it is in the advanced shipping process.Once the units are received from the seller's end, seller can send the inventory back to the *********** center.
Customer Answer
Date: 04/10/2024

Complaint: 21492338

I am rejecting this response because:

Please review the following additional information, as well as the attached document Proof of cancellation of removal orders which is crucial for the successful resolution of the issue.

I requested to move the units for ASIN B0BT4S7Y5D from expired to sellable. The responsible team stated that the they were not able to move the units to sellable, as the units were tied to the removal orders IPHA7ddz1y and 4ViF3qrHfz that were created automatically.

I contacted Amazon with the request to cancel the abovementioned removal orders. On April 03, 2024 I received feedback through internal case ID *********** stating that the removal orders IPHA7ddz1y and 4ViF3qrHfz were successfully cancelled. Please review the attached document Proof of cancellation of removal orders.

Based on the above, the removal orders, to which the units for ASIN B0BT4S7Y5D were tied, are now cancelled. Therefore, the units can be moved to sellable with no obstacles.

I request the responsible team to review the provided information carefully and move the 356 units of ASIN B0BT4S7Y5D (FNSKU X003OP853N) from expired to sellable in my inventory.

Sincerely,

*****************************
Business Response
Date: 04/11/2024
Greeting from Amazon Services,,
We have reached out to the Selling Partner on this matter through case id: ***********.
Please request the Selling partner to follow up on the case for further information and investigation.
Regards,
Customer Answer
Date: 04/23/2024
Greetings!

Please review the following additional information, and supporting documentation, which is pertinent for the successful resolution of the case.

In the response through the BBB dated April 11, 2024 Amazon stated that have reached out to the Selling Partner on this matter through case id: ***********. I was requested to follow up on the case for further information and investigation.

Please review the attached document Case ID ***********. As you may see from this document, I haven`t received any resolution from the Selling Partner Support. Instead, I received 4 (FOUR) identical messages on 04/14/2024; 04/15/2024; 04/17/2024 and 04/22/2024, stating that the team is working to reach a resolution on my case. The text of all these messages is exactly the same, and I have a feeling that they are just automatic answers.

The issue with the 356 units of ASIN B0BT4S7Y5D, wrongfully moved to expired, remains unsolved.

The fact that units of ASIN B0BT4S7Y5D are not expired, was confirmed by the results of the Bin Check on 03/16/2024. The team also provided the photos of the product with the expiration date on it, which is March 2025.

Despite this fact, the units of ASIN B0BT4S7Y5D in my inventory are still wrongfully marked as expired, and the team cannot give me the resolution regarding this issue and move the discussed units back to sellable.

I have all the evidence to prove that my units for ASIN B0BT4S7Y5D are not expired. That was carefully confirmed by the responsible team more than a month ago.

I request to review the attached documentation and information, provided in this letter, carefully.
I request to finally receive high-qualified support, and not just automatic responses like in the case id: ***********.
I request the 356 units for ASIN B0BT4S7Y5D to be moved back to sellable as soon as possible.
Best regards!

Business Response
Date: 04/24/2024
Greeting from Amazon Services,,
We have reached out to the Selling Partner on this matter through case id: ***********.
Please request the Selling partner to follow up on the case for further information and investigation.
Customer Answer
Date: 04/26/2024

Complaint: 21492338

I am rejecting this response because:
Through the internal case ID *********** I received response that that most of the units are scheduled for removal in the removal order ID iUpTHA/1+8 and cannot be flipped back to sellable (Please review the attached document Response in case ID ***********).

I checked removal orders in my account and identified that the removal order ID iUpTHA/1+8 was created automatically by Amazon on April 21, 2024 (Please review the attached document Removal order ID iUpTHA/1+8). 116 units for ASIN B0BT4S7Y5D were scheduled for removal, which is not most of the units like Amazon is stating. The number of units I ask to flip to sellable is 356.

On April 26, 2024 I managed to cancel the removal order ID iUpTHA/1+8 in my account. I received confirmation from Amazon that the removal order ID iUpTHA/1+8 (Please review the attached document Removal order ID iUpTHA/1+8 cancellation).

Now, as the removal order ID iUpTHA/1+8 is cancelled, there are no obstacles to moving all the 356 units of ASIN B0BT4S7Y5D back to sellable.

Based on the above, I request to receive hightly-qualified assistance from the responsible team. I request the responsible team to move the 356 units of ASIN B0BT4S7Y5D back to sellable as soon as possible.

Sincerely,

*****************************
Business Response
Date: 04/27/2024
Hello from Amazon.com,

I understand the Selling Partner is concerned about the expired units of the ***** X003OP853N.

At this time there are 109 expired units for the ***** X003OP853N. I see the removal order IPHA7ddz1y has been requested to be cancelled. However this does not guarantee the removal order will be cancelled. The removal order IPHA7ddz1y has 1 unit of ***** X003OP853N scheduled for return. Should the Selling Partner receives the unit, they may contact us for a reimbursement due to unit incorrectly returned and and marked as expired.

The remaining 108 units are located in 4 different ******************s. We have to manually contact each ****************** and verify the expiration date on each single unit. The process may be lengthy but we are currently working on it.

I would advise the Selling Partner to remain patient during this process. We are working on contacting each ****************** on the Case ID ***********.
Customer Answer
Date: 05/07/2024

Complaint: 21492338

I am rejecting this response because:

I would like to inform that I am still awaiting the resolution of my issue from the responsible team.

The resolution of my problem has already exceeded all possible and logical deadlines, as the responsible team has been holding the case for over two months now.

Despite confirming that my units for ASIN B0BT4S7Y5D are not expired, the responsible team still haven`t transferred 109 of them to sellable.

Additionally, I am facing troubles with my FNSKU X003PV5T6H; X003PVGOEX (ASIN B09M6ZKZVG) where the responsible Amazon team cannot conduct the Bin Check for over two months.

My units for ASIN B09M6ZKZVG (FNSKU X003PV5T6H; X003PVGOEX) are wrongfully marked as expired, which negatively influences my business. The Selling Partner Support is unable to correct their own mistake, check my inventory for the above mentioned units, and move them back to sellable status.

I am still waiting for the results of the Bin Check, which I requested on March 14, 2024.

All I receive from Amazon are standard responses stating that the team is working on the resolution of my issue. Unfortunately, I have not received any substantive resolution in over two months. Please review the internal case IDs ***********; ***********; 14943710691.

Based on the above, I request to provide me with the following resolutions as soon as possible:
1. Move the remaining 109 units of ASIN B0BT4S7Y5D from expired to sellable;
2. Conduct the Bin Check of ASIN B09M6ZKZVG (FNSKU X003PV5T6H; X003PVGOEX) and provide me photos of the expiration dates of the product;
3. Move the 312 units of ASIN B09M6ZKZVG from expired to sellable.

I expect to receive the resolution of the abovementioned issues as soon as possible.

Sincerely,

*****************************
Business Response
Date: 05/08/2024
Greeting from Amazon Services,
We have reached out to the Selling Partner on this matter through case id: ***********.
Please request the Selling partner to follow up on the case for further information and investigation.
Initial Complaint
Date:03/27/2024
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've been a loyal Amazon shopper for years. I recently ordered a $899+ tax item on special. Sadly, it never arrived. Despite reaching out via email and phone, Amazon insisted on a police report. The police confirmed no crime and was only provided an incident ID, which i gave multiple times to them.Amazon won't budge, leading to frustrating talks with supervisors who even hung up on me. Despite doing my best to accommodate them, they still won't refund or send a replacement order to help. At this point, ** also seeking for compensation for the lies, the stress caused by this situation and the amount of time Ive lost dealing with this Amazon issue. I urgently need help or I'll have to take it up with Mastercard and possibly with other legal avenues.Order number: 701-3390534-6313804
Customer Answer
Date: 04/02/2024
Dear BBB,
I haven't yet received any communication from Amazon to address the issue.
However, I've reached out to Mastercard, and they're prepared to dispute or issue a chargeback for the amount charged on my credit card. The predicament lies in the fact that I utilized nearly $600 of Amazon gift card for this transaction, resulting in potential loss of that amount.
Thanks,
*****

Business Response
Date: 04/10/2024
Hello *****,

I'm Sahitya 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.

Were sorry to hear that you havent received your items from order #***-3390534-6313804.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and requested for valid Police report.

Please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after 24-May-2024 Please ensure to get a Police Report and contact back before this time.

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

To obtain a Police Report with the local authorities we recommend using ****** to find the local police station by using the zip code the package was delivered in. In most cases local authorities may allow you to file a claim online by going to their website. If an online filing is not available you may be able to call or go in person to the local station to file the claim.

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.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 04/10/2024

Complaint: 21492300

I am rejecting this response because: It is the same pre-built template I've been receiving from your customer service department for the past two weeks. I've already provided an incident number given to me over the phone (please read the chat transcripts).
Upon reviewing customer complaints, you'll notice that I'm not alone in facing this specific issue, indicating a significant pattern that warrants thorough investigation.
I strongly urge you to reconsider your response and offer a genuine solution. Otherwise, I'll escalate the matter directly to Mastercard for a charge dispute (they are already informed and prepared to take action on it) and will cancel all my Amazon subscriptions and products.
Should I need to proceed with the dispute through Mastercard, I will incur a loss of nearly $600 in Amazon credit/gift cards. Consequently, I will seek compensation through legal channels for up to $15,000.
************************
Business Response
Date: 04/11/2024
Hello *****,

I'm Sahitya 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 sincerely apologize for the inconvenience caused with order.

We request you to contact your local police department to report issue of the parcel. To assist in obtaining a Police Report, we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

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 a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

Note that we will not be able to offer support on this delivery after 24-May-2024. Our team will not be able to investigate without a valid Police report. Please ensure to get a Police Report and contact back before this time.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 04/11/2024

Complaint: 21492300

I am rejecting this response because: I don't believe we can reach a mutually satisfactory outcome.
Regarding the possibility of initiating a partial chargeback via Mastercard, I'm curious about its potential repercussions. Will I still be able to make purchases on Amazon if I pursue this course of action?
Thank you,
*******************;
Initial Complaint
Date:03/27/2024
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 made 2 purchases, they shipped the items together (4 total) and it was damaged in shipping. The carrier's website clearly states the item has been damaged in shipping. They keep giving me the run around about having to wait 2 more days for delivery of the item before they can contemplate a refund or replacement, which I can only receive once its been delivered. I have been repeatedly told the item must be delivered. The carrier literally states the item is damaged, they can no longer read the address on the package and it won't be delivered. In 2 hours I was pushed through 7 customer service reps as I was randomly just abandoned through chat. Upon referencing I wanted a transcript the chat was immediately ended and I was pushed to a survey so I could not screenshot the preceding 2 hours of conversation. I literally just want the items I paid for reshipped. I don't want to spend weeks waiting for a refund, or to push a chargeback through my card company. I just want my items that I PAID for.
Business Response
Date: 03/27/2024
Hello *******,

I'm Najam 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.

Im sorry to learn about the problem with orders #***-4771940-4654622 and #***-0187615-1374631. It is certainly not what we expect our customers to go through.

I have created replacement orders #***-1145065-3907437 & #***-4758001-5987400 which are scheduled to be delivered on Friday, March 29, 2024 and Wednesday, April 3, 2024.

Please be assured that all the conversations pertaining to this query will be reviewed.

If your query wasn't handled efficiently or if any incorrect information was provided, we'll see that appropriate actions are taken to ensure our colleagues are coached accordingly.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Best regards,
Najam
amazon.com
Customer Answer
Date: 03/31/2024

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:03/27/2024
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 experienced significant dissatisfaction with the service provided by your customer service representative, who displayed discourtesy and terminated the call abruptly, preventing me from completing my conversation. I request that this issue be elevated to a senior manager for further examination and resolution.My order was unnecessarily divided into 15 smaller parcels and dispatched using three different couriers, resulting in a delivery delay of over a month. On January 23, I reported a lost package and responded to all inquiries from Amazon's query system. However, there has been no explanation from Amazon regarding the reasons for the seller's shipping delay and the complications it caused. The interaction with customer service was notably problematic, marked by rudeness and abrupt phone disconnections. I urge a thorough review of the customer service team's conduct, as such treatment of customers is unacceptable. Also request the refund the lost value (***** * 2) * (1 + ******) = ******, and the compensation for the long shipping delay.
Business Response
Date: 03/27/2024
Hello ***,

I'm Sahitya 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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed the order and see that the order was split into multiple shipments. When items are not readily available at same facility center, packages are shipped from different facility centers and shipped in multiple shipments.

Upon checking I see order was placed on December 22, 2023. Our team has requested for Police report, however it was not submitted with in the time frame mentioned.

Unfortunately, tracking details are no longer available resulting in us not being able to provide a refund at this time.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:03/26/2024
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 used to be one of the best services that money could buy. I have been accustomed with Amazon Before **** became famous. 2008.You have hired so many people that they don't even care about your brand or your customers period. You have taken a nice person and turned me into the meanest person whenever I have to call this number and talk to the people that you have on the other end. I sit in the US so I don't understand why I can't get somebody in the US. I hate calling amazon Because I know the incompetence on the other line is going to **** me off. This is my last complaint and if we can't fix it then perhaps everyone else that's trying to duplicate amazon like target, walmart,wayfair, and even teemo would love to have my business. The last couple of orders has been chaotic.Let's start with a chair I ordered. You had somebody sitting on the other line telling me that if I didn't have the box to wrap it Up in plastic. Called *** they wouldn't pick it up because it was plastic. And they said amazon know that they don't pick Up stuff wrapped without a box but you do it anyway.*** amazing Amazon failed. The final straw was I ordered a cot.On friday 3.17.24 last four of order 4263. I have prime.It was supposed to be here on Friday.Then it Turn to Saturday 8p and 10pm. And it finally came today.Your customer svc. Told me this was the day and there was no such date. I listened to the calls and look at my attached Told me that it Arrived on the correct day and it was never scheduled for any other day. basically was called a liar see the snapshot of the delivery. I need somebody to call me.because if amazon doesnt want my business then I will kindly take my business someplace else but i'm tired of calling you and getting my my blood pressure up due incompetence representing ************* When you take a nice person and turn them into somebody mean,You gotta ask yourself. Why?. I'll wait to see if you want my business.
Business Response
Date: 03/27/2024
Hello **********,

I'm Sahitya 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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed the order 4263 and see that it was delivered on March 26, 2024 however, estimated delivery date was March 23, 2024. We apologize for carrier delay.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

As for returns, apart from package less drop off mode for all other returns item will have to packaged. *** will not accept packages if they are not packaged in box. You can use any box to pack the product, need not be original box.

I've also ensured that the associate who provided incorrect information are aware of this and are coached accordingly.

Our customer's satisfaction and their convenience is very important to us above all else, it's the foundation on which our company was built. Be assured that we'll continue working hard to ensure that you receive accurate service, and also to minimize the chances of anything like this occurring again.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:03/26/2024
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.
Hi,I traded my iPhone12 at Amazon for evaluation of 283.0$.I am sure that I logged out my cloud account like they wanted me to.I traded in because I dont use it anymore. Amazon rejected my trade-in saying that "Device still thats associated with your iCloud account" .Still fine. ********************** scam me by not sending my iPhone12 back But after 2 month, I am still waiting for my iphone to goptimist my money to them. Amazon should at least give me back the 283$ they evaluated or make sure that they have actually sent my iPhone12 back to me. They should contact *** and see what happened.
Business Response
Date: 04/09/2024
Hello ******,

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

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details.

Our team worked with *** and we confirmed that it was lost in transit by ***.

I've issued refund of $283 as Gift Card to your account and amount will be credited to your account in 2-3 business days.

You can view your balance and activity here:

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

I would like to apologize once more that we have caused such inconvenience in these regards and I hope you understand that this was completely unintentional and Forgive us for the same.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:03/26/2024
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 am a prime member! Or was a Prime member? I am still paid up for the duration of my monthly payment. 4 Days ago or so my account was compromised! I have been using Amazon for a few years now and had items in my cart ready to purchase. someone tried to buy gift cards as far as I have been told by Amazon! I did not see any email confirming that I purchased any gift cards. I told them this. They said the purchases did not go through, however, that have suspended my account. I have never had a need for gift cards. I cannot see the last item I actually purchased for this was 4 business card holders/wallets. I can't see in my items of items purchased. I guess its part of the investigation? so Glad I was ok with them and didn't need to return them for that sale is gone on my end! But I do have an email confirmation and order number for them! Contacted Amazon 3 times. They escalated each call and said I would get a call back or email in 24 hours. Never heard back at all. I have since removed all of my credit cards, requested new credit cards, changed my password etc. I get it great; Amazon is trying to protect me and Amazon. But I have done a lot on my part by getting new cards, changing passwords etc. Why should I have to pay for someone else's actions? Why should I have to pay for a subscription I cannot use? I have since purchased the items that were in my cart at Amazon from Ebay.I don't understand why they keep sending me emails about sales etc when I can't purchase anything! I simply would like to have the account i am paying for Amazon Prime! Amazon did their job. thank you! I did my job on my end also. we should be fine. The person/scammer that supposedly didn't get away with purchasing these didn't get away with it and I didn't lose money! TY **** is the delay?
Business Response
Date: 03/27/2024
Hello,

I am ******** 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 understand your concern regarding the account issue. I'm sorry for the inconvenience caused.

I've checked on it and I can see there isn't any hold or suspension on your account. You should be able to access the account and the ********************. If you are getting any error message when signing in to your account or accessing ********************, I request you to please help us with the screenshot of the error message or call us at *************** so that we can look into it and help you further.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to seeing you again soon.

Best regards,
********

Amazon.com
Initial Complaint
Date:03/26/2024
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.
Before returning CeraVe ORDER # ***-0724991-2118626 I called to see how much I would get. I was told $5.82 in credit. Returned 2-16-24. I didn't get the refund so called next day and was told I needed to wait until 3-6-24. On 3-6-24 my account stated "We will process your refund in 2-3 days" 3-26-24 I spoke to an agent who told me that I would not receive anything back because I paid with credits. Was confusing because I was told differently. Agent said he said he could do nothing, so I requested a manager. I was transferred to "***" who told me that the previous agent was correct, but later said "wait, let me check your account, I see a $5.82 credit coming to your account". I said that is confusing because you initially said I wouldn't receive anything and now it changed. She didn't apologize and let me know I would need to wait for the $5.82 to return. I told her I have been waiting for a month and she told me to keep waiting. She had a tone like she wanted me off the phone and offered me no solution or alternate person to speak to. She said she has no employee number when I asked her for one, she said she'd write me an email. I eventually conceded and got off the phone. The email stated something different then what she said on the phone. On the phone she said I would need to keep waiting on the $5.82 and then on the follow up email she stated "This is *** from Amazon customer service, I am the supervisor that assisted you on the phone today, March 26, 2024. Unfortunately, we are unable to ***** a discount or promotional credit in this case." I now am more confused and frustrated then when I got on the phone due to her changing the answer as to what I would receive two times. I wanted this to end with customer service, but am now forced to contact the BBB and any other means my lawyer recommends. This is no longer about the nominal $5.82 amount and about being disregarded as a customer by *** and ********************** as a whole. Acct still says will refund in 2-3 biz days.
Business Response
Date: 03/27/2024
Hello,

I am ******** 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 understand your concern regarding the refund for your order. I'm sorry for the inconvenience caused.

Upon checking on the details, I see that you have paid for this order using "Promotional Credits". I'd like to inform you that, any order paid using the promotional credit is "NOT" refundable.

These promotional / courtesy credits are one time use only and can not be re-used or refunded. You may find more terms and conditions of using the credits by following the below link.

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

I'm sorry for any misunderstanding regarding the refund. I appreciate your time and patience.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:03/26/2024
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've been a long time Amazon Prime customer and have always ordered and returned items with no issues up until recently. I purchased several items which in the end, unfortunately, didn't fit my needs and I sent the items back as normal. To my dismay, Amazon will not refund me, even though the items were all sent back, unless I provide them with a government issued ID (which is sent to a 3rd party for verification) which I do not feel comfortable with. I find this to be invasive and all I am looking for is for a refund on the items that were already sent back.Order Numbers: 114-5860525-3879426 - $253.35 114-4143444-4309842 - $696.98 114-3648147-2722634 - $249.99 114-3299263-6588205 - $207.83
Business Response
Date: 03/28/2024
Hello Aleq,

I'm Himaja 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 am sorry to hear about the issue you faced with some of your orders that were returned.

I understand that you wish to get refund on the return of the orders mentioned in the query.

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

For more details, kindly review the email sent to you by our team on March 22, 2024 at 9:26 PM (PDT)

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

Your order and your account will be reviewed and your identity will be verified through one of our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

Kindly submit your identity proof to get your concern addressed.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 04/04/2024

Unfortunately, Amazon responded to me with their same canned response and are still requesting I submit a government issued ID to a third party for verification before they can even initiate an "investigation" which is unacceptable.

Where do we go from here?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Amazon.com is BBB Accredited.