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.
21,217 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:03/23/2024
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 returned 3 orders to Amazon.com and have yet to see a refund. I've contacted Amazon numerous times about getting my refund and have spoken and chatted to numerous agents that give me the runaround. I first had to wait until March 17th and was told the money would be returned and now they want me to send personal information that I don't feel comfortable sending them saying they see fraudulent activity on my account. I've been an ********************** member for years and have spent thousands of dollars through Amazon.com and when it comes to returning the following 3 orders, I can't seem to get help getting my money back! Below is the order information for the orders I returned and need a refund for. Thank you for your help and I look forward to your reply!Order date Feb 6, 2024 Order #***-2408868-5176238 Order total $149.02 (2 items)Order date Jan 27, 2024 Order #***-8530834-8405845 Order total $488.03 (3 items)Order date Dec 4, 2023 Order #***-9899580-7957812 Order total $129.31 (2 items)
Business Response
Date: 03/24/2024
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 return.

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 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.

Thank you for your patience and understanding.

Please feel free to contact us directly by replying to *********************************************** along with the order number if we can be of further assistance.

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

Complaint: 21476971

I am rejecting this response because:
Receiving a refund for my orders has nothing to do with security related issues. Please see my attached response to Amazon.

Sincerely,

*****************************
Initial Complaint
Date:03/23/2024
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.
a sale i shipped on amazon as a third party seller for $71 was rec'd to an amazon fresh store in ******** ** by tracking to an individual. they claimed it wasn't rec'd which tracking proves is not true. amazon is saying that if i didn't buy the postage from them they won't refund the claim. bought postage from **** endicia online program as i have done so for 20 years
Business Response
Date: 03/25/2024
Greetings from Amazon.com,

Thank you for bringing this matter to our attention. Unfortunately, we were unable to find any Order IDs to investigate or any other relevant details to investigate the issue. Kindly ask the selling partner to provide the Order IDs to investigate and other relevant details i.e. tracking ID/delivery proof to support their claim.

Also, we were unable to locate any existing case with the Amazon support where the selling partner has requested support from our support teams.Kindly ask them to provide the existing case ID where they have highlighted the issue related to their order ID.

Thanks
Customer Answer
Date: 03/26/2024
amazon told me the item would have to be purchased with postage from them
the buyer which was a amazon store on harlem in ******** bought the item
endicia **** shows proof of delivery to individual but they opened a claim for a refund which is mail fraud and we are out the $7`
Initial Complaint
Date:03/23/2024
Type:Order 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 writing to file a formal complaint against Amazon for what I believe to be unjust and discriminatory business practices. Despite fulfilling all requirements and providing ample evidence for a legitimate claim, my request for reimbursement was denied solely on the basis of using a local courier instead of one partnered with Amazon.It is deeply concerning that Amazon, a prominent and influential company, would enforce such restrictive policies without clear communication or justification. The denial of my claim solely on the grounds of courier selection not only lacks transparency but also demonstrates a disregard for fair business practices.As a consumer, I expect to be treated fairly and equitably, regardless of the courier I choose to utilize for my shipments. Amazon's refusal to acknowledge valid claims based solely on courier selection sets a dangerous precedent and raises questions about the integrity of their claims process.I firmly believe that such discriminatory actions constitute malicious business practices that warrant investigation and rectification. Consumers should not be penalized for exercising their right to choose alternative shipping options, especially when all necessary documentation and evidence have been provided.In light of the above, I urge the Better Business Bureau to investigate this matter thoroughly and hold Amazon accountable for their actions. Additionally, I request that appropriate measures be taken to ensure fair and transparent practices within Amazon's claims department to prevent similar incidents from occurring in the future.Thank you for your attention to this matter.Sincerely,******
Business Response
Date: 03/24/2024
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'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,
*****************************.
Customer Answer
Date: 03/26/2024
Order number: 114-9466324-2883443
SAFE-T claim: 46952-29802-6806929
Business Response
Date: 03/27/2024
We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.
Customer Answer
Date: 03/30/2024

Complaint: 21476872

I am rejecting this response because: no response was given. Issue is being investigated still.

Sincerely,

*************************
Business Response
Date: 04/03/2024
We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.
Customer Answer
Date: 04/03/2024

Complaint: 21476872

I am rejecting this response because: company is not handling the situation. Nothing was discussed on this issue. Here is a copy of the email sent from Amazon. Same email, different day.

Sincerely,

*************************
Business Response
Date: 04/05/2024
Greetings from Amazon,
We have reached out to the Selling Partner regarding their concern.

Please advise them to refer to Case ID *********** for more information.
Customer Answer
Date: 04/05/2024

Complaint: 21476872

I am rejecting this response due to the discrepancy between the evidence of delivery provided and the denial of my claims. This issue stems from Amazon's customer policies, which seemingly enable fraudulent behavior without consequence. Despite clear evidence of delivery, Amazon swiftly issues refunds without adequate investigation into the package's status. Furthermore, the shift in reason from "non-delivery" to "non-use of Amazon shipping partners" by Amazon's Safe-T claim team suggests a deliberate effort to undermine alternative shipping options and stifle competition. My utilization of reputable shipping partners like *** and ***** still results in a significant portion of packages being reported as damaged, leading to customers retaining products and receiving full refunds. Opting for Amazon's shipping service primarily benefits Amazon, as they levy commissions on purchased shipping services. Conversely, my experience with local courier "QuickkShip" demonstrates ***************** outcomes with zero reported damages. A comprehensive investigation into Amazon's monopolistic business practices is warranted.

Sincerely,

*************************
Customer Answer
Date: 04/05/2024
I am questioning the efficacy of BBB's services. While BBB promotes itself as a platform for business credibility, it appears that the organization does not actively address concerns raised by consumers. Instead, it seems to primarily focus on gathering business information for the purpose of selling and advertising.
Initial Complaint
Date:03/23/2024
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 had ongoing issues with Amazons terrible customer service. First, I am disabled (recovering from a stroke) and cant drive and have no access to a vehicle unless I pay for an Uber or other mode of transport. I very rarely have to send anything back, but when I do, especially if its an error on the shipper or seller (and it always is) then I expect Amazon to accomodate me in every way to ensure I am not punnished or treated unfairly for being disabled. I order TONS of products from Amazon and on occasion I get the wrong item or a damaged product which was the case here. I had to contact customer service and I had to escalate the call to a supervisor because outsourced CS reps rarely provide decent customer service. However, the manager here did accomodate me as I was not the reason these items needed to be returned. I ordered a blanket in yellow and I received a red/pink color and then my ear cleaners were destroyed, the box was flattened and the product has spilled out of the container, contaminating the items. Since they go inside your ear I did not want to risk bacteria. In an email dated 12/19/23 - Supervisor ****************** sent an email recapping our call and conversation that CLEARLY states I DO NOT need to return the items so I would not be inconvenienced. Something went wrong because Amazon illegally charged my card 3/3/24 for $6.20 for the ear cleaner and attempted to charge $29.22 today, 3/23/24 for the blanket. This is the type of nonsense that I have been dealing with the last year with Amazon. They simply have stopped caring about customers and are taking liberties by charging credit cards without consent. Additionally, I have a HUGE problem with the email they sent 12/26/23 the day after Christmas notifying us we will start having commercials on Prime Video, oh but we can pay extra to eliminate that issue. Its disgusting and as a Prime member I am horrified at how I have been treated and the decline that is ongoing at Amazon.com.
Business Response
Date: 03/24/2024
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 charge on order#***-8221607-4245869 & order#***-0172775-8722648

We issued a refund of $6.20 on order#***-0172775-8722648 to your original payment method and it will reflect in your account in 3-5 business days.

And for the order#***-8221607-4245869, request you to wait till charge is successful so that we can issue a refund.

I know this has been a disappointing experience for you, therefore, I have forwarded all your comments to the attention of our appropriate department in our company to let them know about your experiences and we'll make sure the appropriate people will take necessary action so that we will mitigate such instances with your future orders.

Coming to ad free content, we have included advertisements that run while watching content on Prime Video.

This allows us to continue investing in compelling content and keep increasing that investment over a long period of time. With your membership, you continue to have access to exclusive hit series and movies with limited advertising. We aim to have meaningfully fewer ads than linear TV and other streaming TV providers. You can remove advertisements by subscribing to Prime Video Ad Free*, which you can do through the Accounts & Settings page on the Prime Video website.

* Live events, such as sports, and content offered through Amazon Freevee will continue to include advertising.

Thank you for being a valuable customer.

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

Complaint: 21476793

I am rejecting this response because:
This was totally unprofessional by Amazon again. They shirked their responsibility by failing to communicate with me and then instead of preventing a charge that SHOULD NEVER HAPPEN they tell me to wait until the $26 charge go through (even though its unauthorized) and then try and reach back out to them for a refund. This is completely unethical and further compounds the stress and inconvenience heaped on me. Amazon has tried to side-step their responsibility and I am not having it. I want this charge canceled and I do NOT give permission for Amazon to charge my credit card for this unauthorized transaction, I will not wait for it to charge and try and deal with their nonsense customer service. I want someone to CALL ME and I want someone local to call me.

Sincerely,

*****************************
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 ordered a printer from Amazon. The printer though showed it as delivered was found in a field dumped out with all the ink missing. I have spoken to several people at Amazon and they have agreed to refund the item but I just want a replacement as it was not my fault that this happened and the printer price has now went up so a refund will not get me the printer I wanted.
Business Response
Date: 03/24/2024
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 Order ID: *******************.

Unfortunately we are unable to replace the order and request you to return the item for refund here in this case.

As per our policy we do not offer any price match or price adjustment.

Thank you for your patience and understanding.

Regards,
*****************************.
Initial Complaint
Date:03/23/2024
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 placed an order on 3/20/2024, Order# ***-5132884-8720216. One of the items in the order is ******************* Intimates Boy Short ******* for Women, Pack of 12, Seamless Boxer Brief Underwear. The underwear came with a stain on it. Which is disgusting. I attempted to reach out to the seller via Amazon (which is impossible) next I reached out to customer support nothing happened. Further, I attempted an online replacement but Amazon wants to waterboard you with questions that aren't applicable to your situation. At this point I want a full refund back to my credit card. I am attaching a picture of the stained underwear.
Business Response
Date: 03/26/2024
Hello *****,

I'm Priyanka 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 really sorry to hear about the inconvenience you experienced and your interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards.

We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

I've also reported the item for product quality, and issued a full refund back to your original payment method.

Refund Details:
Items
1 x ******************* Intimates Boy Short ******* for Women, Pack of 12, Seamless Boxer Brief Underwear
Amount(s)
Principal: $29.98
Tax: $0.00
Total:$29.98

You should see the refund reflected in your credit card statement within 3-5 business days, as this depends on the processing speed of your bank.

Thank you for your understanding.
Best regards,
Priyanka
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:03/23/2024
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 purchased a dresser which should have come FULLY ASSEMBLED. I have a screenshot of the item. This is FALSE ADVERTISEMENT and they REFUSED to help with my issue
Business Response
Date: 03/27/2024
Hello Ria,

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 I understand your concern regarding the assembly of *************************** Dresser" bearing order# ***-0294553-7580265.

I checked and see that the description of the product says that it requires assembly and also in the "what's in the box" section, it states that product comes with "Parts, Hardware, Assembly Instructions"

I hope this information helps and here in this case if you would like to return the item, we are more than happy to assist you with a free pickup and full refund on return.

Thank you for being a valuable customer to **********************.

Regards,
*****************************.
Initial Complaint
Date:03/23/2024
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.
My name in *********************** and I am primary account holder with **********************. This complaint is in regards to an order that was placed on January 16, 2024 for an Auxillary Battery from ********************** through the Amazon Website. The amount of the item was $64.82. The battery was no longer required and we decided to return it. In or around mid February 2024 we spoke to Amazon **** ****** who initiated a return with the company. In turn, the company informed by email where to return the battery with no paid return shipping. The battery was returned and to this date the company has failed to refund the full amount of $64.82 to the credit card ending in 1884. In addition, a complaint was initiated by the direct purchaser *************************** (my brother) through the BBB and *** ************************* and still the company has failed to respond. I am holding Amazon accountable due to the fact the company is a vendor / seller within your company. They have failed to abide by the initial contact of your **** ****** and have received the item without providing a full refund. If they refuse to provide a refund then they are required to return us the paid item. Please be advised we have never experienced such "fraud" with Amazon until we purchased from **********************. We are attaching the initial complaint and receipts from my brother ***************************.
Business Response
Date: 03/24/2024
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.

Im sorry to learn about the problem with refund on your order. It is certainly not what we expect our customers to go through.

Upon reviewing the order details, I see that a refund of $64.82 was successfully processed to your original payment method on Friday, March 1, 2024.

You can view details of the completed refund on your Amazon.com account:

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

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

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

Regards,

Srilaxmi
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 bought a vacuum and contacted Amazon customer support to have a discount applied to the item. They couldn't apply it on the chat so they told me to buy the item then I would be refunded when it was delivered. I would not have bought the item without the refund. I contacted Amazon after it was received and they refused to honor what they said.
Business Response
Date: 03/24/2024
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 Order ID: *******************.

I'm sorry about the misunderstanding and incorrect information that you received. The previous correspondence doesnt correctly reflect our current procedures at this time.

Unfortunately we are unable to offer any discounts or promotions post purchase.

Thank you for your patience and understanding.

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

Complaint: 21476409

I am rejecting this response because: I specifically bought this item because of the sale that I contacted Amazon to ensure was provided. I cannot return it because I do not have transportation for the foreseeable future.

Sincerely,

*****************************
Initial Complaint
Date:03/23/2024
Type:Order 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 purchased a rug from Amazon that arrived Tuesday March 19th. I contacted Amazon that the rug has a very bad chemical smell, toxic even. Amazon advised me to discard of the rug and that I will receive a refund. I then received an email the rug needed to go back to Amazon for a refund. The rug has been discarded right away as it was seating outside, couldnt be brought inside because of how toxic it smelled. I contacted the executive team and I just received an email from them to send the rug back. I discarded the rug at the request of their associate. They arent owning their mistake and now I am out of my money. They can very well send someone to the trash to pick up that rug.
Business Response
Date: 03/24/2024
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 Order ID: *******************.

I'm sorry about the misunderstanding and incorrect information that you received. The previous correspondence doesnt correctly reflect our current procedures at this time.

As mentioned, we understand that you've already disposed of the item. At this time, we're unable to move forward with a replacement or refund for this order unless we receive the original item back.

Have a great rest of your day.
Regards,
*****************************.

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