Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

57,997 total complaints in the last 3 years.
21,688 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:02/20/2025
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 # ***-3619517-1177006 Order placed February 5, 2025 Issue with the scanner, it was defective, I sent it back and it was received as of 2/19/25 I asked for a gift card for the refund, they refuse to issue the refund and said it could take up to 30 days. I have never had an issue with getting the refund right away, this is difficult as I need to place a new order since the other one wasn't working.
Business Response
Date: 02/21/2025
Hello *******,

I'm Harasankar 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 and I understand your concern in this matter. After reviewing the order I see that the item was returned on February 10, 2025.

Once Amazon has received your return package, please allow up to 30 days for your return to be processed and to receive your refund.

If you don't hear from our ************** by March 12, 2025 please write back so we can find out what happened.

Thanks for choosing Amazon.

Best regards,
Harasankar.M
Amazon.com
Initial Complaint
Date:02/19/2025
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. Feb 19, 2025 I purchased Order # ***-0759009-0797028 for overnight - it never came - is lost.Amazon refused to refund or replace it.I called maybe 10 times and one person said it would be replaced but that was a LIE I am a senior and AMAZON abused me by lying to me saying it was coming and it was not They could never tell me the location of the package. e
Business Response
Date: 02/21/2025
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 to hear that you haven't received the package even though the tracking shows delivered.

A carrier may scan the package as "Delivered" when it is out for delivery and you may receive the delivery on the next business day.

Packages are occasionally left with neighbors, a building manager, or your mailroom and receiving department if shipped to a business. Make sure to check areas such as a porch, garage, or even behind bushes. Please check the surrounding area, as well as with anyone who may have received the package on your behalf unless you have health or safety concerns about doing so. If you do not receive the package by February 24, please contact us using our chat platform. The bot will quickly fix the problem or connect you with someone who can.

Thanks for choosing Amazon.

Regards,

***** *.
Amazon.com
*****************************
============================
Initial Complaint
Date:02/18/2025
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 did not place this order. I have cancelled my account with **********************, however, they continue to send me emails claiming I have ordered things I have not and indicating they have shipped.
Business Response
Date: 02/19/2025
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.

Thank you for bringing this matter to our attention. We apologize for any inconvenience this situation may have caused.

We have reviewed your account and can confirm that it is still active with the email address you provided in this complaint. The order in question was indeed placed from this account.

We kindly request that you check with your friends and family members to ensure that no one else has been using your account without your knowledge.

If you are certain that neither you nor anyone you know placed this order, and you no longer wish to maintain your Amazon account, you can request to close it using the following link:

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

If you have been charged for an order that neither you nor your family members placed, we recommend contacting your bank to dispute the charge.

We take account security very seriously and are here to assist you in resolving this issue. If you have any further questions or concerns, please don't hesitate to contact us.

Thank you for your understanding and cooperation.

We look forward to seeing you again soon.

Regards,
******** A
Amazon.com
Initial Complaint
Date:02/17/2025
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.
Items have been returned but never refunded. Amazon refused refunds for both orders since they partially reimbursed the bank for one of the orders in a chargeback.
Business Response
Date: 03/03/2025
Hello,

We have denied the customers request for a refund of CAD ****** on order 701-7783671-1506651 and CAD ***** + CAD ***** + CAD ***** on order 702-7279889-9617827 as customer failed to return the items purchased under these orders. To ***** a refund customer has to return the items purchased under this order in the same condition as they were when delivered and within the prescribed return period.

Customer raised a chargeback dispute on this order with their card issuer and the dispute is still pending with their card issuer.
Kindly request customer to reach out to their card issuer for more information with regards to this refund.

Sincerely,
******
Amazon.com
Initial Complaint
Date:02/17/2025
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.
On December 6th, 2025, I purchased a Solo Stove Yukon 2.0 27" smokeless fire pit on Amazon. The sales order with Amazon is 112-8061356-2862655 and purchased for $509.99. This package was delivered to a hotel (XV ************- *********************************) in ****** instead of our home in ******* by mistake and this address error was not caught during the ordering process. We were staying at the hotel at the time of the order and had just placed an order with Whole Foods the day before and the address saved but wasn't caught during this order. Per the driver of from Amazon, the package was delivered on 12/13/2025 and left near the front door or porch. However, the female employee at the hotel concierge informed me when I called them that they (1) rejected the package and (2) the female driver for Amazon left with the package and it was NOT left near the front door. I contacted Amazon on 12/14/2025 to inform them of this mistake and they told me they would refund my account in 7-10 business days. I went ahead and ordered another stove based on this information. In January, I called Amazon to inform them I had not received a refund, but they informed me that it was not possible now. It is now a theft/stolen goods situation, and I needed to file a police report. I contacted the A1 precinct in ****** ************** and they stated I needed to file a report in person only but since I live in *******; to file the report at my local police precinct. Once filed, my precinct would forward the information to the detectives in ******. I filed this report in ******* and too allow a few weeks for the report to be processed and the case record to be sent to ******. I contacted Amazon to inform them of the long, but they now informed me my timeline to file with Amazon has passed and there is nothing they can do. The police are still working on this but based on the value and their workload, I have zero idea on timing for this resolution.
Business Response
Date: 02/19/2025
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 your package was missing.

After careful review, I see that correct information is already shared. As the deadline for the submission of the Police Report was only up until 11-February-2025. Therefore we aren't able to provide a refund/replacement for this order at this time.

In this case, I'd suggest that you please reach out to bank for options.

Thank you for your understanding.

Regards,
*******
Amazon.com
***********************************;
Customer Answer
Date: 02/20/2025

Complaint: 22952410

I am rejecting this response because I informed AMAZON of this issue on December 14th. The first ******** did NOT provide accurate information when they said I would receive a full refund in 7-10 business days. Due to the holidays, I waited until early January to contact Amazon again to inform them I had not received the refund. The ******** "saw these notes" regarding my call on 12/14/24 but then informed me I would need to file a police report. After working with the Boston PD and the local PD in *******, the report was filed and informed AMAZON of the case file when I received the case record.
All of this takes time BUT I informed AMAZON well in advance of 2/11/2025 of the potential theft by their ********(s) so I will NOT accept that the deadline has passed. AMAZON should be held accountable to their ********s and work with their customers especially when the customer did NOTHING wrong.
Sincerely,

****** ******
Initial Complaint
Date:02/15/2025
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 renewed my Prime membership for 12/7/2024. Paid $139 12/7/2024-12/7/2025.I have not been able to access my prime benefits on my account and no associate can give me answers. As of 1/28/2025 Im not able to make any orders on my account. Ive contacted 12 times via text and call. I cant get any resolution.
Business Response
Date: 02/18/2025
Hello,

I am Vishal 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 regarding your Amazon account.

Upon reviewing I can see that your account is restricted to digital purchases only due to multiple violations of our returns and refund policy.

Here for further review you may contact an account specialist by replying to the email sent on February 18, 2025 7:51 AM.

We can only confirm that we have sent this message or help you with technical issue but we won't be able to make any changes to the decision made.

Requesting you to understand our limitations here.

Thank you for your patience and understanding!

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:02/15/2025
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.
I purchased a litter box from amazon on sale but pieces were missing so I got a replacement ordered. I decided I would just use the original litter box even with missing pieces so I initiated a return for the replacement litter box on January 16th. In email and on the app Amazon told me I had until February 1st to drop off the return which I did. They received the return on the 5th, but then they charged me $79.49 on the same date even though I dropped off the litter box at *** to return in the timeframe given. I talked to customer service on February 6th and they said they would give me a refund in 5-7 days, its been 8 days and it now says refund is expected on the 23rd. I just want a refund they charged me $79.49 when they recieved their item back already and they keep pushing off when I will get my money back.
Business Response
Date: 02/19/2025
Hello,

I am Vishal 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 regarding an order placed on our website.

Upon reviewing I could not locate the order number in the complaint.

Hence I request you to please reply to this email with the order number for further review.

Thank you for your patience and understanding!

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 02/20/2025
Amazon issued my refund after you sent the complaint to them thank you!!
Initial Complaint
Date:02/13/2025
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.
I cancelled my Amazon subscription about 2 1/2 years ago and noticed I was still being charged. I added up all the fraudulent charges and they totaled $409.10. They only issued a credit of approximately $100, they refuse to issue the rest of the credits I am due.
Business Response
Date: 02/15/2025
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: 02/19/2025
9261290368766951300238 $298.99
Business Response
Date: 02/21/2025
Hello,

I'* ***** ***** and I'm responding on behalf of my colleague *********, who is out of office.

I see you're referring to Prime Subscription charges on your closed account.

As per the available information, one of our customer service agents has made an exception and issued a refund for last 5 charges. Unfortunately, we won't be able to issue any more refunds on a canceled account. However, you may dispute the charges with your bank.

We hope to see you again soon!

Regards,

***** *.
Amazon.com
*****************************
============================
Initial Complaint
Date:02/13/2025
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 purchased a bottle of multivitamins and a bottle of generic ******* from Amazon on 02.04.2025 and the order [package] was subsequently lost-in-transit. Upon asking Amazon for a refund, they accused me of theft even though they can literally see [through tracking the package] that it NEVER left the ************* area, let alone arrive at my house three (3) hours away.... Amazon has since responding to my messages, calls and chat requests to continue to attempt to get a refund.USPS Tracking: **********************
Business Response
Date: 02/15/2025
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 reviewed your complaint and apologies for the inconvenience you have experienced with delivery of your order.

A full refund of $50.79 is processed to your original payment method and it will reflect in 3-5 business days on your account.

Thank you for your cooperation.

Regards,
********* *****.
Initial Complaint
Date:02/12/2025
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 purchased iilumi cap for hair growth from Amazon on 5/11/2023 Order date May 11, 2023 Order # ***-9904115-2241832 Company give written warranty if does not work will refund the money .it did not work I contacted them on March 3. 2024 product not working . I was told I should try at least for a year before eligible to refund. As a good customer I tried it more than one year and still no results. Contacted them again Feb 7, 2025 telling still no results. I got the response should have started the refund process with in 30 days of 12 month use . That was very ambiguously written in refund policy and original email response but was deceiving and intention on their part is to make customer fail and miss that small window . I have never seen such a refund policy that says use it exactly 12 months and specifically return with In 30 days after 12 months . I thought I am giving max time to make sure if it does work before return .
Business Response
Date: 03/13/2025
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 regard to order#****.

Upon reviewing, we see the order was delivered on May 12, 2023. Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

You can learn more about our Returns Policy here:

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

Since the item is over 20+ months past the 30-day return window, we are no longer able to provide a refund or replacement for this order.

Thank you for your patience and understanding in this regard.
Regards,
Prashanth

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