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

59,772 total complaints in the last 3 years.
21,220 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:03/26/2024
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.
Billed for a phone I did not order and did not receive. Called multiple times to Amazon supposed customer service. It's been almost sixty days and and no one can tell me why, when, how the phone was delivered. I called the day the debit was issued on January 30.Customer service said it was a scam and the order was cancelled. However, the $985.07 was never credited. I did not even know what the item was until the customer service rep, told **** have spent considerable time talking to "supervisors" who cannot see, do, or facilitate an explanation, or show proof of delivery.
Business Response
Date: 03/27/2024
Hello ******,

I'******************* 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 any inconvenience caused.

I've researched and see you're referring to the unauthorized account activity on your account.

In this case, I'd suggest you to dispute the charge with your bank so that they will investigate further and resolve this issue for you.

Thanks for your understanding.
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.
I have returned an item (meta quest 512gb) ($649.99) to amazon and they and now they are asking for my i.d nowhere is this stated before returning the item
Business Response
Date: 03/27/2024
Hello Opas,

I'******************* 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 about the refund for your return.

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

Thanks for your understanding.
Customer Answer
Date: 03/27/2024

Complaint: 21488614

I am rejecting this response because:
The response giving us the same as the reason I filed this complaint it's not said anywhere that I have to send my ID to receive a refund
Sincerely,

Opas Liner
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.
On February 19th of 2024, I purchased a pair of ****** sneakers, size 6 big kids for my son. It is now March 26, and I have not received them. The estimated date keeps changing and they have yet to be shipped. I have spoken to several different customer service representatives with live chat in ***** who have promised me the moon. They keep telling me that the closest distribution center does not have them, so they will have to ship from somewhere else. The first guy promised that they would be shipped within 48 hours, but that was about 6 days ago. He also offered some type of compensation that I have yet to receive. They keep handing me off to other reps and are wasting my time! And now I'm wasting my time writing this. The shoes are currently still available online but time is running out. As of today, March 26, there is only 1 pair left. I was promised the shoes at a good price and I feel that is why they are not giving them to me.
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 delay in the delivery of your order. I'm sorry for the inconvenience caused.

Upon checking on the details, I see the item you have ordered is currently not available in stock from the seller you have purchased it from. The seller is trying their best to acquire the inventory to be able to ship the pending order.

Unfortunately at this time, we do not have a timeline which can be provided for the delivery however as soon as the seller gets the inventory, your order will be shipped and you will be notified via email on your registered email id.

I appreciate your understanding 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.

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.
Hello, I ordered a necklace from Amazon.com on March 2nd. I returned it on March 9th. It shows a refund was submitted March 11th 2024 and now shows return complete. I have been contacting Amazon for days as well as the Amazon store card I used to purchase and NO refund!! its over 2 weeks later!! Nobody seems t have the same answer for me or knows what is going on!! Order # *****************
Business Response
Date: 04/06/2024
Hello ******,

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'm so sorry about the issue you faced with your 'Compass Necklace for Women Gold' purchased on our website.

I understand that you returned the item and are waiting to get a refund on the same.

Upon reviewing, I see that a full refund worth $123.11 has been issued on your order on April 4, 2024 to your original payment method. Please give your bank 3 to 5 business days to process the refund and update your account with the same.

On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details. After receiving this confirmation e-mail, you can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

I also see that a refund worth $71.27 towards your return of 'ELDA & CO. Valentines Day Birthday Gifts Garnet ********* has also been refunded on March 11, 2024.

Please rest assured that your issue has been resolved.

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

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:03/26/2024
Type:Sales and Advertising 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.
All of my payment information was removed from the account without notice. I had to log into my account every time and said there is a return payment. All of my transactions were billed to my cc with funds. No one can tell me why this happened. A manager sent a email for a link to clear this up but the link goes to there help page. I tried to add a cc and it would not let me. I called a 4th time and she said to fill out the link I advised there is nothing to fill out. I also received a statement my electronic check failed. I do not use any kind of checks. What is going on? I do not want his on my credit report.
Business Response
Date: 04/24/2024
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2024-03-09
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.
Dear Better Business Bureau,We have sent a request to the responsible Team to re-measure the item with the **** B00MZD6MIE / X003WVZBAJ (the case ID is *************** problem is that Amazon is constantly changing the dimensions of the same product which is stored on FC. The dimensions are constantly changing and constantly increasing, which is why our Product Size Tier and the fees are growing too high. The last change in dimensions made fee too expensive. We have requested the re-measurement as the product dimensions have become incorrect but we did not change product packaging and product itself stayed the same.We asked the responsible Team to put in order a product size tier (the correct one is *************** and an amount of FBA fee as well as product dimensions that Amazon measured and approved before the last changes (***** x 9.00 x 2.10 in).But the Team measured the item incorrectly.We escalated the issue but nothing worked. Our product has soft edges and we need it to be measured correctly. Sincerely,Progressive AP ***
Business Response
Date: 03/27/2024
Greetings from Amazon,
We have checked the history for **** B00MZD6MIE and did find that this was addressed in case *********** and that a response was sent to the seller on March 23, 2024 stating the following:
Thank you for your patience while we performed the remeasure of the package for the **** B00MZD6MIE.After further review, we confirmed that the correct package dimensions are: * Length: ***** INCHES * Width: 9.13 INCHES * Height: 1.50 INCHES * Weight: 0.29 POUNDS Based on the updated dimensions, the current size tier is correct.
As the dimensions were checked and verified within the last 7 days we would not be able to dispute this further. Please have the seller refer back to the most recent case if they have further questions.

Customer Answer
Date: 04/01/2024

Complaint: 21488108

I am rejecting this response because: The case was closed long time ago and cannot be reopened. I ask Amazon.com to investigate the issue and resolve the problem with permanent changing in dimensions. The correct dimensions are ***** ? 9.00 ? 2.00 in.

Sincerely,

************
Initial Complaint
Date:03/26/2024
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 am experiencing an issue with Amazon regarding orders placed between January 17, 2024, and January 20, 2024 (order numbers: 111-5282326-3454646, 111-2109059-0304204, 111-6847770-7253865). Despite receiving the goods, they are not appearing in my order history, preventing me from initiating returns. I have reached out to Amazon customer support five times via phone calls and chats from February 2, 2024, to March 26, 2024. Each time, I was assured the problem would be resolved within 24 hours, but it remains unresolved. I request Amazon to allow the returns of these products and issue a refund.
Business Response
Date: 03/27/2024
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'm sorry for the trouble you've had initiating return for the orders.
On checking, I see that returns are now successfully created.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*******
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.
I sent back a pair of shoes to Amazon's warehouse on March 19, 2024 because there was another pair that I got for a cheaper price. My account does not show the tracking information or the return, and I keep calling and contacting customer service chat to get my refund issued. They repeatedly cancel my attempts to get in touch, and when I do get in touch, they give me conflicting information. Yesterday, a representative told me that my refund was issued; today, I was told that they had not received the item. I asked to speak to a supervisor. ******* on the phone told me that supervisors are not accepting calls at this time. It appears that Amazon is actively dissuading me from pursuing the refund I am owed by giving me conflicting information and by interfering with my attempts to speak to persons who can resolve the issue. They are not being honest or ethical.The order number is 114-3080537-5108256. The return tracking number I have is KOH1555033160.
Business Response
Date: 04/08/2024
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'm sorry for the inconvenience caused.

On reviewing the order, I see that a refund of $163.50 was processed on March 30, *********************************************************************************************************** 3-5 business days.

I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.

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.
On 3/15/24 I was delivered the wrong item. I ordered beige barstools & received white ones. I contacted the ************* initially told me to take them to ***** &return them they don't pay for returns. They were informed that these boxes are heavy & a pick-up would be required. They stated that I could pay & I would be reimbursed. That is not sufficient as I didn't ship the wrong item they did, so why would I pay for shipping or pick-up. Then I was sent labels & told to schedule a pick-up. Initially they lied & said pick-up was included in the label, when I called & went online I was informed that an account would be need to schedule payment for the pick-up. I am not willing to pay to have these items picked up from my home when this is not an error that I created. The seller then lied & said ***** doesn't do weekend pick-**** I provided a screenshot to the contrary. I contacted Amazon customer ************** filed an Auto Z claim. They have been of no use at all. They keep telling me the seller has scheduled pick-up & that is not true. I work and go to school for my doctoral degree Monday thru Friday so weekday pick-up is not an option unless it is after 9pm. Weekends I am available. They want me to not go to class to wait on ***** and this is their error. I can not miss class and not that it is any of their business I don't have anyone that can be home to wait either. When I call customer service I get people who can't speak English and clearly don't understand what I am saying. They keep telling me the A to Z claim is going to resolve it and that has not happened. You can not even speak to anyone in that department. It is fine to outsource, but please ensure they can assist the customer properly. I am throughly and utterly disgusted with amazon and want this issue resolved immediately. Had they not sent the wrong item this would not be an issue and they keep trying to get me to keep it at a discount and I do not want them as they are not what I ordered!
Business Response
Date: 03/27/2024
Hello ********,

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 have reviewed your complaint in details and I am sorry for the inconvenience caused.

To address the issue in an efficient manner and for further research we request you to write us back with Order ID .

Thank you for your understanding and cooperation.
We look forward to hearing from you.

Customer Answer
Date: 03/27/2024
Here is the information that you requested. ORDER # 112-2728832-3461060 It was supposed to be beige and gold barstools (4), but when I received them they are white and the packaging also reflects that they are white.
Business Response
Date: 03/28/2024
Hello,

Thanks for reaching out to us. We have reviewed the issue filed for the Order ID ******************* and noticed that the third-party seller has provided prepaid return labels to the customer, to return the items back to them.

Due to the extenuating circumstances highlighted by the customer, we are willing to cover up to $150 in additional return costs incurred for dropping off the package and initiating returns through the labels provided by the seller. The customer must provide us with receipts documenting the additional shipping costs. Once provided, the amount will be refunded to the original payment method used for the order, accompanied by a confirmation email.

In summary, a refund for the order amount and any additional costs will be processed once the returns are complete, provided that the customer has submitted the requested documents to us.

Sincerely,
********
Amazon.com
Customer Answer
Date: 03/28/2024
Again that is not a viable resolution. The prepaid labels DO NOT include pick up. The sellers need to contact ***** or another courier to pick up the items on the weekend. I work 9 to 5 and then go to school for my doctorate. I can not miss work or ***** due to the negligence of the seller providing me with the wrong item. The boxes are heavy and there are 2 of them. I can not lift them nor am I going to try to lift them to transport them to *****. In my initial claim I provided evidence that ***** does indeed have weekend pick-**** The incompetent sellers just need to pick up the phone to do so. If fed ex is not an option then perhaps Amazon should take that $150 and hire *** to come pick up the items on the weekend. You are already holding $373 of my money hostage and I am not willing to spend a ***** more toward an egregious situation that I did not create. Your solution where I am the secretary and the courier is not a viable one. Please provide a solution that doesn't insult me or my intelligence.
Thank you
Customer Answer
Date: 03/28/2024

Complaint: 21487998

I am rejecting this response because: Again that is not a viable resolution. The prepaid labels DO NOT include pick up. The sellers need to contact ***** or another courier to pick up the items on the weekend. I work 9 to 5 and then go to school for my doctorate. I can not miss work or ***** due to the negligence of the seller providing me with the wrong item. The boxes are heavy and there are 2 of them. I can not lift them nor am I going to try to lift them to transport them to *****. In my initial claim I provided evidence that ***** does indeed have weekend pick-**** The incompetent sellers just need to pick up the phone to do so. If fed ex is not an option then perhaps Amazon should take that $150 and hire *** to come pick up the items on the weekend. You are already holding $373 of my money hostage and I am not willing to spend a ***** more toward an egregious situation that I did not create. Your solution where I am the secretary and the courier is not a viable one. Please provide a solution that doesn't insult me or my intelligence.
Thank you

Sincerely,

***************************
Initial Complaint
Date:03/26/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a label printer from Amazon online. I paid $81.47. I have not been able to get it to work. I read everything Amazon suggested and tried to contact ******* (the manufacturer). No way to contact them. Amazon Keeps telling me to contact the manufacture and to look up the contact information myself. I tried twice to call amazon and they stop talking and do not return to the live call. Once I was on hold, not talked to and hung up on. Only AI talks to me on the chat. This is too much money to tell me that it is passed 30 days, and you will not be refunded. IT DOES NOT WORK! My order number is 114-2946059-5254654 Delivered January 18th 2024.I want a full refund!
Business Response
Date: 03/28/2024
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order 3114-2946059-5254654 regarding refund for the item.

Based on investigation, I see that the order was placed on January 16th 2024 and the you contacted to customer service was on March 26th. That is outside of our return window.

You can find more information here on our help page: ************************************************************************************.

In order to resolve the issue as an exception the refund of $87.12 processed back to your original payment method.

This will reflect on your bank statement within the next 3-5 business days.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************

Customer Answer
Date: 03/28/2024

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,

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

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