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

59,749 total complaints in the last 3 years.
21,253 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:03/21/2024
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 March 7th, I placed an order, but for some reason, Amazon has charged me twice for each item; some items were even charged to another card. I have contacted Amazon several times. I have even returned all the items to simplify the process, but I have still not received a refund. Items have been taken directly to the Amazon Hub at 4100 ********** in ********. I have reps who said the refunds have been processed, and I have had reps who have stated that they don't even see my order. I just want my money back. This was not a small amount of money.
Business Response
Date: 03/22/2024
Hello,

I am Naveen 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'm very sorry to hear about the frustrating experience that you've had recently with our team regarding your amazon orders charge. I can certainly understand your request and upon checking I see that charges of the orders as below:

For Order ID: *******************, I see that there is no double charge and for this order seller has issued the refund on Thursday, March 14, 2024 at 7:29 PM (PDT).

For Order ID: *******************, There is only a single charge, No double charge.

For Order ID: *******************, There is only a single charge, No double charge.

For Order ID: *******************, There is only a single charge, No double charge.

For Order ID: *******************, There is only a single charge, No double charge.

If you are still able to locate any double charges in your bank statement, Please forward this email to your bank and dispute the charge so that bank can locate any charge additional charges and refund it back accordingly.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 03/22/2024

Complaint: 21468730

I am rejecting this response because: This is false. On march 7th 8th and 9th Amazon charged my account. ********************** charged my Virtual card ending in *********************************** 8386. If you research my account you will see all the notes from other reps I communicated with and they actually have every item listed. Furthermore every Item I purchased has been returned to Amazon as soon as they were delivered and 14 days have past so I should have been refunded. Please provide me with a detail of my transaction history to prove my point FOIA allows this to be provided. I am also attaching screen shots of my checking account.

Sincerely,

***********************
Initial Complaint
Date:03/21/2024
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 made an order on Sunday Feb. 25 for something and paid extra to have shipping expedited that day. The picture they sent saying it was delivered was not my house. When I called to let them know they told me I would have to wait for 2 days in order to get a refund. It is now Feb. 27 and when I call to get a refund, I was hung up on, cussed out, told they arent doing anything, and told I could get an attorney but they arent giving me my money back. Amazon should not be allowed to conduct business this way. They have done this to me multiple times in the past and its always the same thing. They have stolen so much money from me. I have got online and read some reviews and it looks like they do it to everyone. They need to conduct business in a professional manor or close. But they should not be allowed to continue to steal money from their customers
Business Response
Date: 03/18/2024
He is complaining about not getting value for his item. He should stop doing business with Amazon. The company is multinational business who could care less about an individual customer. Now the guy has turned into a whinning b**** who will never do anything about getting ripped off except to cry and **** while moaning about how unfair things are. He should *** in court or just shut up. Stop ******** and start doing is my advise. Bet this guy will do noting about getting ripped off. This is the kind of guy who gives money to Princes in ******* and hopes for ***************** he was promised. No wonder people think Americans are stupid. He gets ripped off and then buys from the same place again. He does not need the BBB he needs a parent who taught him how not to be a victim and a cry baby. Either *** or shut the h*** up. B****
Business Response
Date: 03/22/2024
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 you've experienced with regards to order 114-5048933-0919449. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on February 27, 2024 for $23.95.

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

**********************************************************************************
We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/21/2024
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 an electric skateboard to Amazon. They only refunded me seven dollars out of the 493 that I was owed. I contacted customer service to alert them that I was still owed $485 but they said that they already processed refund and that there was nothing I could do besides call my bank. I called my bank and they said that it is Amazon who has the money and that I had to get them to give me the money back.
Business Response
Date: 03/22/2024
Hello,

I am Naveen 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 reviewed your email and completely understand your disappointment with the refund. To help you with this, I request you to write back with order ID so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 03/22/2024
the Amazon order number is below
111-0128194-6881814
Business Response
Date: 04/10/2024
Hello,

I am ******* and I am a member of the Amazon ***********************. I'm writing in response to a complaint filed on behalf of the customer by the *******************************************.

We have granted the customers request for a refund through accepting the chargeback claim received on January 22, 2024. Amazon didnt challenge the chargeback and the bank issued the credit for $493.54 to the original payment method.

Sincerely,

---

*******

Amazon.com | ***********************
Initial Complaint
Date:03/21/2024
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.
Due to exceeding the limit of characters for this text field, I have scanned a document with detailed information and dates.
Business Response
Date: 03/22/2024
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 you've experienced with regards to order 112-2975309-7285839.

After careful review, we noticed that you have requested refunds or replacements for a large number of orders because you reported that you did not receive your package.

We understand that occasional problems with orders are expected in the normal course of business. However, the unusually high number of lost orders that you have reported exceeds this occasional expectation.

When unusual account activity such as this comes to our attention, we evaluate each account on a case-by-case basis to determine if additional action or account closure is necessary.

You can learn more about our policies by visiting the Conditions of Use page at the link below:

www.amazon.com/conditionsofuse

At this moment, we are unable to provide refund or replacement for this order.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 03/22/2024

Complaint: 21468145

I am rejecting this response because:
I live in a complex on the street side where theft is more convenient to outsiders and passers-by.Our apartment complex is not secured with fencing along the perimeter. I had two thefts happen to me before and I was instructed by Amazon to file a police report. After these two thefts with filed police reports, Amazon themselves suggested I either set up a signature requirement at delivery or have it delivered to an alternate address. I do not have an alternate address that I can send business packages to, so I chose the signature requirement at delivery with the Amazon associate. They confirmed with me that all future orders delivered will require a signature at the time of delivery. It clearly showed on my order status "SIGNATURE REQUIRED AT TIME OF DELIVERY." ***************** Amazon DID NOT create SIGNATURE-REQUIRED LABELS on any of the shipments in my order. Amazon is being negligent and setting their customers up to fail in these types of situations; they confirm something they suggested to protect a customer's orders, but do not fulfill their side of said suggestion.The signature requirement disclaimer that is shown on the order status is a tactic to create a peace of mind in the customer, but it really doesn't. Every single email response is a standard general (copy-and-paste) email, and not personalized the way Amazon claims to care for their customers. They are a succeeding company who do not care whether their customers lose money trying to succeed in THEIR OWN BUSINESS!

Sincerely,

*************************
Initial Complaint
Date:03/21/2024
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 and ordered a used DJI Action 2 Power Combo (32GB) WITHOUT Magnetic Protective Case, Action Camera with Extended Battery Module, 155 FOV, Magnetic Attachments, Stabilization Technology, Waterproof Camera Ideal on February 29, 2024. When the order arrived on March 3rd, 2024, part of of the item was missing, specifically the lens module. I returned the item the next day on March 4th by dropping off the order at an Amazon ************** According to Amazon's tracking, I should have received my refund by March 18th. I reached out to Amazon's customer service via online chat and was told that if I don't provide my ID then I will not received my refund.
Business Response
Date: 03/22/2024
Hello,

I'm Naveen 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 you've experienced with regards to Order ID: *******************.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

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.

I refer you to check the email sent on: Thursday, March 21, 2024 at 11:54 AM (PDT).

Thank you for your patience and understanding in this regard. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Initial Complaint
Date:03/21/2024
Type:Order 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 purchased the air conditioner on Amazon and it was delivered March 13, 2024 and I have been trying to return it. The fed x oeeson thee this box in my front porch and it was damaged the box . I never took the unit out box. I have been trying to get it returned back to Amazon and since this is a market place business I have to get their permission to send back and they want me to pay for it I thought I was doing business with Amazon and not this company named Zimbala Never seen their name of the description but. Is it is an entirely different story I will not pay to ship this box back will cost almost $200 and Amazon guaranteed a 30 day money back and I wont to return this for a full refund
Business Response
Date: 03/23/2024
Hello,
Thanks for reaching out to us. We have reviewed the issue filed for the Order ID ******************* and noticed that the issue highlighted has been addressed by the seller.
Upon investigating further, we noticed the seller has sent buyer return instructions and a shipping label through Buyer-************************* As per Amazon marketplace policy, buyers are required to return an item for a refund. Hence, with the return instructions provided, buyer needs to return the item to seller while adhering to the return timelines.
In summary, the return should be initiated by buyer with the instructions provided to them.
Thank You
Customer Answer
Date: 03/23/2024

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,

***********************
Customer Answer
Date: 03/23/2024
The seller has sent me a prepaid label and I will be returning item with the prepaid label
you can close this inquiry
Initial Complaint
Date:03/21/2024
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.
My Amazon account was hacked on 2 March by a spear phishing scam. The company was able to stop the purchases, and issue a refund for most of it. The hacker/scammer enabled two factor authorization on my account. As a result, whenever I try to log in, the hacker receives the passcode, not me. To remove the two factor authorization, I uploaded a copy of a government ID in accordance with their instructions. I get an email saying Ill be helped within 24 hours. Ive called and emailed Amazon 6 times in 3 weeks, and they tell me to follow the exact same procedure, and still nothing happens. I ask to speak to the office that can remove the two factor, and they state they cannot connect me, nor can they contact them, and ask me to resubmit.Ive followed their directions to the letter, and theyve done nothing in response. I cannot access my video streaming purchases, ebooks, streaming services or Alexa **** I also cannot use the prime services Ive paid for in advance.Id like them to restore my access.
Business Response
Date: 04/02/2024
Hello,

I'm Naveen from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.

I'm very sorry to hear about the frustrating experience that you've had recently with our team regarding your amazon account. I can certainly understand your request and to help you with this, I have looped in our internal team and see that concerned team has reached to you and help you with the Two step verification.

I refer you to check the email sent on: Tuesday, March 26, 2024 at 2:35 PM (PDT)

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 04/02/2024

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:03/21/2024
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.
They are NOT ALLOWING ME TO CANCLE MY ORDERS!!!! I've sent in my ID two times. I went through the process of deleting my account 3 time AND THEY NEVER DELETE IT OR CONTACT ME!!!!! MAKE THEM DELETE MY **** AMAZON ACCOUNT OR TAKE OFF MY 2 STEP VARIFICATION RIGHT NOW!!!! THIS IS GOING ON FOR OVER 5 **** WEEKS AND THEY ARE TAKING MY MONEY!!!!! STOP THEM!!! I talked to DOZENS of customer service reps and they either LIE and say they will send me a link, and when they do I send in my ID and I NEVER GET A RESPONSE!!! OR EVEN BETTER THEY LITTERALY HANG UP ON ME!!!!!!
Business Response
Date: 03/22/2024
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 you've experienced with regards to your account.

We received your documents and restored the access to your account. Two-Step Verification is now disabled.

We apologize for the time taken to fix the issue. Rest assured we are here in case, if there are any further issues.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/21/2024
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 made a return to Amazon about a month ago. Their website states that it IS lost in transit (Mailed back through amazon delivery service) and to contact customer support for a refund. I did that, and they are requesting very personal information be submitted to them and a third party for verification. I am not ok with that in the slightest and I have had issues with identity theft in the recent past. This makes no sense also because I am contacting them from my account that needs a password and email, so why is there more verification needed? Its not needed to make more purchases from them, but it's needed to get my money back for a product their Amazon Fresh store employees lost. They are refusing to honor their refund policy by enforcing some new policy that they can't explain.
Business Response
Date: 03/22/2024
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 you've experienced with regards to order 111-9263475-6016219.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

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 in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:03/21/2024
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 did 2 orders one on 3/20/2024 and a second today 3/21/2024. I bought 1 pair of AirPod *** and I received a pair of AirPod pros I tried contacting Amazon and let the know I got a pair of AirPod pros instead but the first time I called they said the couldnt find the order number the second time I called they said they couldnt send me the original order unless they get the return first and it could take up to 30 days and I would have to rebuy the pair again. Which I do and spent another $542 AGAIN and one again I received another pair or AirPod pros. And I call them once again and they say they cant do anything about it even when I offered to pick up the pair I want and drop these two off to them. I spent nearly $1100 and they cannot speed up this process due to this being the companys fault. I have not even opened the second package due to knowing the box inside is small
Business Response
Date: 03/22/2024
Hello,

I am Naveen 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 reviewed your email and completely understand your disappointment with the wrong item. To help you with this, I request you to write back with order ID's so that we will be able to check this for you.

I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 03/22/2024
Order number: 111-6612906-4701827
order number : 111-5906568-8334663

Business Response
Date: 03/26/2024
Hello,

I am Naveen 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 reviewed your complaint and checked with the concerned department in this matter. I apologize for the recent incorrect item experience that you've experienced and I understand any frustration this may have caused. This is not the type of experience we want you to have with us. I've escalated the matter to the concerned department so that they can work on this internally and work on improving our services for future orders.

I do understand you want the refund to be issued soon for both order but as the its a automatic process, Once the item is returned to warehouse and checked, refund will be issued automatically, Hence we won't have the option to issue advance refund. Please wait for the return item to be checked and refund to be issued automatically.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 03/28/2024

Complaint: 21466021

I am rejecting this response because:these items were delivered 2 days ago back to Amazon and there is still no update on this situation.

Sincerely,

***********************
Business Response
Date: 04/02/2024
Hello,

I am Naveen 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 see that for order ID: ******************* refund has been already issued on Friday, March 29, 2024 at 12:35 AM (PDT). For the order ID: *******************, Once the item is checked refund will be issued automatically, It can take up to 30 days for us to receive and process your return. In certain circumstances refund time frames may be longer. Please wait for the return item to be checked and refund to be issued automatically.

For more details: **************************************************************************************************************************************************************************************************************************

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 04/19/2024
It is 4 days away from being a month and I have no received and update on my refund.
ive called numerous times and they keep saying they will issue a refund without anything being processed. I have not received my refund

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