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

59,721 total complaints in the last 3 years.
21,213 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:03/24/2024
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.
Bought iPhone for my son and it came locked . I had to send phone back. Upon looking at reviews this person selling several locked or none working phones on Amazon. I sent phone back and he said I left my Apple ID on it. I called Apple and it took a week but I know a 100% this man is lying . I still havent got refunded and no phone so $600 dollars lost from a scammer that shouldnt be selling on Amazon
Business Response
Date: 03/25/2024
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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research.

You can look up your orders online through Your Account ***********************/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,
*******
Amazon.com
***********************************
Initial Complaint
Date:03/24/2024
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.
ORDER # ***-3410855-0461011 Unfortunately, a problem occurred during shipping. If you have not received your package by March 24, please come back here for an update. We're sorry for the inconvenience.ORDER PLACED March 21, 2024 TOTAL $18.34 I ordered and paid for this and it was damaged by **** and was sent back to Amazon, However I have been fighting with them to issue my refund and they continue to refuse to issue the refund,
Customer Answer
Date: 03/25/2024
Right after emailing you, I did get a refund from Amazon.
Initial Complaint
Date:03/24/2024
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.
Placed order on March 2, 2024. Sigvaris Performance- Active Therapy Socks 20-30mmHg Closed Toe, XLarge Large, Black I attempted to return the above item. The amazon associate told me to dispose of the item and he would issue me a refund for the full amount with 5-7 business days. I have yet to receive that. I have now spend about 15 hours in chat support, phone calls, and emails with agents trying to get my refund. An amazon associate said they would issue me $100 credit for all the trouble amazon caused and time wasted. I also have not received that $100 credit. I have screenshots of both conversations. I spoke to an agent on the phone who offered me $25 but refused the $100 and when I said no, i need the $100 I was already told I was getting she put me on hold for 45 minutes for a supervisor. The supervisor talked over me, refused to give me any refund and any compensation for my time including the $25 the agent who handed her the phone said I could have.I have been hung up on mid sentence repeatedly by people who are supposedly supervisors which is completely unacceptable. I have been blatantly lied to repeatedly by associates. I have chats ended over and over. I need: 1) a complete refund of the item for $73.57 2) the $100 credit I was told I can have for all my trouble.3) an apology for the time Amazon wasted of mine and the aggravation caused 4) assurance that all these associates and supervisors who have been rude and lied to me will be reprimanded. I am not entertaining anything about the A-Z program. Their agent told me they were refunding the item and to dispose of it so there is nothing to return.Everything is in writing. They are required to honor that.
Business Response
Date: 03/25/2024
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 with Order ending with #**** and for the incorrect information provided about credit.

As informed, we will not be able to offer any credit. However, we've refunded you in full for $73.57 on March 24, ************************************************************ 3-5 business days.

We appreciate your understanding and hope to seeing you soon.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 03/25/2024

Complaint: 21478616

I am rejecting this response because:
You have failed to provide the $100 credit Amazon told me I was getting. You have failed to proved apologies from all associates involved in their horrible treatment towards me.

Sincerely,

***********************
Customer Answer
Date: 03/25/2024
This is proof of the conversation where the amazon associate ******* assured me I would receive $100 promo credit for the amount of stress, aggrevation, and time wasted Amazon has caused regarding this situation. I have yet to receive this amount and therefore, the case needs to stay open until they credit me that amount.
Business Response
Date: 03/26/2024
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 with Order ending with #**** and for the incorrect information provided about credit.

As informed, we will not be able to offer any credit. As informed, we've refunded you in full for $73.57 on March 24, ************************************************************ 3-5 business days.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 03/26/2024

Complaint: 21478616

I am rejecting this response because: you have put in writing that I will receive $100 credit compensation for the stress, aggregation, and time you have wasted of mine. If you fail to do so, you are guilty of liable, which is when you have directly lied in writing, and are subject to lawsuit. You have 24 hours to give me the full amount of the $100 promised.

Sincerely,

***********************
Customer Answer
Date: 03/26/2024
I did respond. My response was that I was not accepting their denial of the $100 compensation they said they would give me in writing. If they do not give me the full amount I was told they would, they are guilty of libel and subject to a lawsuit.
Please correct the following errors as I did respond:
a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Again, I do not accept their denial and if they do not follow through with giving me the amount they said they would, they are subject to a lawsuit.

******
Initial Complaint
Date:03/24/2024
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 made a purchase on Thursday, March 21, 2024, for several items, all of which were designated as PRIME products. The delivery date displayed for all items was Saturday, March 23, 2024. Although I received some of the items, two phone cases, in particular, were not delivered. I was informed they would arrive on Sunday, March 24, 2024. However, one of the cases was further delayed until Monday, March 25, 2024.I am troubled by the discrepancy between the advertised delivery windows and the actual delivery times. I placed my order expecting to receive it on Saturday, March 23, 2024. Yet, it seems that every order is experiencing delays, and the quality of **************** leaves much to be desired.There needs to be an investigation into why customers paying $15 monthly for PRIME are experiencing frequent package delays. The promised two-day delivery is not being upheld. Therefore, customers should NOT be charged for prime.
Business Response
Date: 03/25/2024
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 to know about the delay with the delivery of your order. It is certainly not what we expect our customers to go through.

I've shared your experience about the delay with the concerned team and they will take it as a feedback for future deliveries. We can't confirm if it will be changed right away but they will make changes gradually.

To compensate for the delay, we've refunded the prime charges of $16.19 and you should see the refund posted to your bank statement in 3-5 business days.

I hope this helps.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 03/25/2024
The company continues to advertise this product as if it will be delivered the following day, which is far from the truth. I placed an order for this case on March 21 with an estimated delivery date of March 23. However, today is March 25, 2024, and I have yet to receive the product. Despite indicating that delivery would be today, similar claims were made on both Saturday (March 23) and Sunday (March 24) without fulfillment.

My primary concern lies with the false advertising. Although I appreciate the refunded Prime charge, it fails to address Amazon's responsibility for misleading customers. In today's era, it is entirely unacceptable for product delivery to take a week, particularly when the foundation of their Prime service is built on two-day shipping.

I carefully consider delivery dates when making purchases, and the consistent delays suggest a systemic issue. I am providing this feedback in the hope of improvement.

I do not require further assistance, as this company has repeatedly eroded my trust and confidence over the years. I find ******** ***'s ***** and BJ's to be equally competitive alternatives.
Initial Complaint
Date:03/24/2024
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.
My order from Amazon was delivered in a damaged box with all contents loose and stream around. I requested a replacement in writing and was assured it will be re-delievered. Not only it wasnt but Ithefre is even no track of change in order. I called customer service only to be told that I need to provide documentation to support my claim. I offered previous agent, again in writing to upload photos, but he didnt need them. I request re-delivery and apology for horrible experience with the customer service team
Customer Answer
Date: 03/24/2024
Photo
Business Response
Date: 03/25/2024
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 to know about the condition in which you order arrived.
However, I wasn't able to locate the order you asked about on your message. Hence, I'd request you to please help us with the order number related to your purchase for further assistance.
We appreciate your patience and understanding and looking forward to hearing from you.

Regards,
*******
Amazon.com
*****************************

Customer Answer
Date: 03/25/2024
Here is the order number
ORDER # 111-9717205-4225035. In the photo I attached below in previous communication with you, the part of broken order relates to case of water.
Business Response
Date: 03/26/2024
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.

Thank you for writing back to us with the order number and the item details.

I've now refunded you for the damaged *********************** Sparkling Natural Mineral Water for $27.18 to the payment method used on the order and you should see the refund posted to your bank statement in 3-5 business days.

I hope this helps.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 03/26/2024

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:03/24/2024
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 have an issue with a refund that i have not received which a incident report was created on 3/2/24 which they have obviously lost the item that i sent back and i should have been refunded by now, i have waited patiently on my refund and this should have been received the same day that i was told to reply to the incident report, seems that amazon does not want to refund me because of my african american voice which has me very upset to think that amazon would take part in such racist behavior, amazon owes me ***** for order number 114-0505602-1613059 that amazon had me to reply back to a incident report with the information that would have this resolved instead i am having to escalte this issue for my refund...
Business Response
Date: 03/26/2024
Hello Marquis,

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 received your complaint, and upon reviewing the details, I see that the correct information has already been provided.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:
**************************************************************************************

If you don't hear from our ************** by 25-April-2024, please write back so we can find out what happened.

Thank you for your understanding.
Regards,
Priyanka
Amazon.com
*****************************
Customer Answer
Date: 03/26/2024
why would they wait 30 days after I was sent a incident report and I replied to then be told to wait another 30 days after I was told I was being refunded within 49hours of completing this incident report that is what i was originally told on march 2nd 2024 after replying to the incident report that I was told to reply to 30 days ago...i have the incident report from which I was told shoes were lost then and that should have opened up the refunded because a incident took place, shortly after I told that amazon has possession of the item, and I should not be having to contact the shipper in 60 days when amazon has possession of the item, and the incident report that I have also attached to this complaint states this needs to be filed and credited on or before 4/1/24 now you are not following your own policy, but you say that I am being told the correct information when in reality I am not being told the correct information because if you read the incident report and it states that I should be refunded within 48 hours of replying to this on or before 4/1/2024 now the rebottle is wait 60 days and contact the shipper I think this is fraudulent and this is a amazon scam......then you say I am being told the correct information when the incident report says differently please refund me the amount that I am owed since a incident report was created which should have opened up the refund instead they opened up a lot of lies....that needs to be corrected..
Complaint: 21478500

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:03/24/2024
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.
ORDER # ***-2833086-0459406 I initiated the return of my Apple Pencil on February 14th, 2024. The condition of the item was Used - Like new. I particularly chose this condition as it was selling for a lower price (I paid $74.75 including Tax) and I believed Amazon would send me a working product after all checks were done. But the item was not at all working, I even tried it on multiple iPads. After dropping my return at the Amazon ******** center (Location: Pickup and returns at Downtown ************, *********************************************************************************) there was no update that the item was dropped off. Even after two weeks, there was no update. I reached out to that Amazon drop-off center's manager and she confirmed that they were making some changes to their backend and sometimes they miss scanning the return items. She also confirmed that it was not the first time such a thing happened. Earlier few others also had gone through the same issue and got their refund after reaching out to customer service. So I was asked to contact Amazon customer service. However, the customer service people asked me to wait until 30 days after the return had been initiated. Now after 30 days when I'm trying to talk to them, they are saying that they cannot offer a refund since it has exceeded 30 days. I am an international student and cannot afford to lose $74.75 without my mistake. It is a very huge amount to me. I even tried talking to customer service by explaining my situation and also asked to verify the **** footage so that I could prove to them that I had returned it and the mistake was on their end. They don't seem to care and they are ending the chats abruptly. I am requesting you to please help me.
Business Response
Date: 03/24/2024
Hello ****** *******************************,

I am ******* from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've checked your issue regarding the refund for return for item "Apple Pencil (2nd Generation): Pixel-Perfect Precision and Industry-Leading Low Latency, Perfect for Note-Taking, Drawing, and Signing documents. Attaches, Charges, and Pairs magnetically".

I'd like to inform you that I've checked with our returns team and they have stated that the item was never returned and only an initial scan was done for return label but after that the item was not dropped off at the location and hence no refund can be processed as the item was not returned.

We will not have any other option to provide you on this case as our team's decision is final on this return and no further information can be provided.

I hope this helps! We look forward to seeing you again soon.
Regards,
****************
Customer Answer
Date: 03/25/2024

Complaint: 21478425

I am rejecting this response because:
Does it really make sense? Why would someone scan the label and not return it? It was a faulty product and without performing all the checks on it you have sent me to get rid of such faulty items. I am asking you to check the **** footage right. There was a lady when I dropped it and she told me to drop it in the returns window and I dropped it right infront of her. Why are you ignoring the concept of ****? If you really wanna close this case, first check the footage and respond. I'll give you an another option, come to the location, we will watch the **** footage together and then decide. What will you get by torturing international students? The store people themselves confirmed that there was a mistake.

Sincerely,

****** *******************************
Initial Complaint
Date:03/24/2024
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.
Yes I wanted to do a return but I won't be home for a *** driver to pick up the package it's a *** store right up the street why can't I just drop it off there myself I tried talking to customer service but I keep getting the runaround all I need is the shipping label and I can box it myself or if it's a amazing dropoff point I can take it there but the options they are giving me is not going to work because I work and have no idea when a *** driver would be at my house it's better because I can drop it off myself I just need a shipping label
Business Response
Date: 03/24/2024
Hello *********************,

I am ******* from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've checked your issue regarding the return for item "1 x OnePlus 12,16GB RAM+512GB,Dual-SIM,Unlocked Android Smartphone,Supports 50W ******************************* Processor,Advanced Hasselblad Camera,5400 mAh Battery,2024,Flowy Emerald".

I'd like to inform you that since this is a high value item and being a phone, we do not have the option for a dropoff from our end and we can only arrange a pickup as return option and there is no other alternative.

We won't be able to provide any other option apart from this.

I hope this helps! We look forward to seeing you again soon.
Regards,
****************
Initial Complaint
Date:03/24/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear ***/*****, my account was suddenly locked after I placed order. Then I have uploaded documents according to one screen instructions. But now the status was still under review. It took over 1 week. May you please review my account and unlock it? Thank you for your help. Best regards, ****
Business Response
Date: 04/25/2024
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 03/28/2024.

Sincerely,
Amazon.com
Initial Complaint
Date:03/23/2024
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 buy an Apple Watch from Amazon. And it was a refurbished. And they didnt said that on line. I returned the watch and for over 2 months now I am still trying to get my refund. And the trick me to drop my claim with my credit card company. And still didnt get my refund
Business Response
Date: 04/04/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding your order 114-4282602-0480258.Firstly, Please accept our sincerely apologies for the inconvenience this has caused.We have requested a refund for ****** USD to your bank account. This refund should be posted in the next 5 business days. Please contact your card issuer for support in locating this refund.

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

*****

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

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Amazon.com is BBB Accredited.