Amazon.com Reviews 6,611

Outstanding customer service – Amazon Spain did what my bank wouldn’t
I want to specifically praise Amazon Spain and their Executive Customer Relations team for their professionalism and efficiency.
I returned a faulty item and Amazon correctly issued a refund. When my bank (CaixaBank) failed to locate the refund and repeatedly gave incorrect advice, Amazon stepped in and provided clear, detailed confirmation of the refund — including the ARN reference — showing that the refund had been authorised and accepted by the bank.
Unlike my bank, Amazon:
Responded promptly
Investigated properly
Provided precise technical information banks actually need
Took ownership of the issue, even though the error was not theirs
Thanks to Amazon’s clear documentation, the refund was finally traced and credited. Without Amazon’s help, this issue would not have been resolved.
It’s genuinely impressive when a company of this size still treats customers seriously and communicates clearly. This experience reinforced why I continue to trust Amazon Spain.
Excellent service from start to finish.

Purchase failed to be delivered although it was to picked up from an Amazon delivery point. Received no replies from Amazon customer service.

I bought a refurbished macbook FROM AMAZON but it came with 2 defects, white noise & constant fan giving more noise.
It seems that I fell for the "marketplace" scam & amazon wipes their hands, does nothing & apologises. The seller offered 1 return option which requires a printer - I don't have one & the print shop in my small place closed last year & a trip to a neighbouring city - requires a day off work & travel costs for bus & taxis.
I also explain that UPS cannot collect from my location, the lane is too small for their vehicle.
I talk to the wall, no one listens, no one helps

Unfortunately, Amazon ES hires PAACK to deliver their goods. This company lies and say they tried to deliver but no one was home. For as long as they work with PAACK, I can not order from them.

PRIME CUSTOMER WARNING!
MISLEADING COMMERCIAL PRACTICES, BROKEN COMMITMENTS AND USED/DAMAGED PRODUCT

I am writing this review as a Prime customer after an experience that, from a consumer perspective, shows serious deficiencies and clear VIOLATIONS of BASIC CONSUMER RIGHTS under EU law!

1. Delivery impossible for over TWO MONTHS
Despite Prime, Amazon was unable to deliver the ordered product for more than two months. During this period I received only repeated assurances: alleged “escalations”, tickets to the fulfilment center and promises that I would be contacted. None of these follow-ups ever happened. I had to repeatedly contact Amazon myself via chat, email and phone.

2. No effective escalation or accountability
I repeatedly asked to speak with a supervisor. Each time I was told that supervisors were “NOT AVAILABLE” and would contact me later. This never occurred. An effective escalation or complaint management process was not apparent. My issue is also escalated to a mysterious "relevant department" that is supposed to contact me - which never happens. Even after repeated inquiries, the employee doesn't know the name of this "relevant department".

3. Clear commitments made by Amazon
Eventually, an Amazon supervisor proposed cancelling the order and placing a new one due to an internal system blockage.
Important facts:
– The new order was €121 more expensive
– Therefore I was explicitly assured by phone that the price difference would be fully refunded
– This assurance was confirmed in writing by email
(I was HELPING Amazon to kick their own stuck processes here!)

The original order was cancelled by Amazon (not by me), and I placed the new order as instructed. I fully complied with the agreed solution.

4. Commitments later denied
After delivery, Amazon NOW REFUSES to refund the price difference, claiming this is “not their policy”, directly contradicting the prior confirmations. Customer service simply redirects me between chat and phone, with no party taking responsibility.

Result: after more than two months, I received the same product at a significantly higher price, despite explicit prior commitments.

5. Product not in conformity
To make matters worse, the delivered product is CLEARLY NOT NEW and shows visible signs of prior use and damage, constituting a lack of conformity with the contract. At least, this was acknowledged and dealt with by Amazon.

6. Conclusion and warning
I do not claim intent. However, the outcome for the consumer is effectively the same:
– Confirmed PROMISES NOT HONORED
– PRICE INCREASMENT after agreement
– EXCESSIVE DELAYS and effort shifted to the customer
– USED and DAMAGED goods delivered as new

In my view, this experience is incompatible with the level of consumer protection expected under EU and Spanish consumer law. I strongly recommend that other customers exercise EXTREME CAUTION and do not rely solely on verbal or written assurances from customer service.

As a result of this experience, I no longer trust Amazon with higher-value purchases.
Ironically, ordering directly from ALIEXPRESS has been LESS STRESSFUL for me, with meanwhile even FASTER DELIVERY (unbelievable!) and fewer issues.

I can explain my 1-star rating simply by relating 4 incidents that occurred in just a month's timeframe:

1. Ordered some RayBan sunglasses. They arrive in a box with a sticker over the box opening that says "If this label is damaged this product SHOULD NOT be sold". The label had been sliced completely through, and the box resealed with tape.

2. My Paperwhite signature device died after 15 months. Ordered a new 16 GB one. Shows up with only 10.5 GB actually available, the rest consumed by the device software. I can understand some usage for the OS, but if your new 1 TB laptop should up with only 650 GB of free space, you'd be mad. At very least, there should be SOME sort of disclaimer. I returned it.

3. The refund takes forever. They have received the return, per their own website, but they keep extending the deadline. Then I get an email that there's a problem with the refund and call them. The heavily-accented call center dude tells me they have not received the return. I tell him it's RIGHT THERE on their site. He asks me to submit screen clips of the page showing the return being received, and I do. Much hold-time later, he comes back and says error on their end, acknowledges the return, and it is refunded after I spent almost half an hour of my Saturday afternoon pointing out Their error to THEM.

4. As part of the return, an Amazon employee went to remove the returned device from my account. Butnthat person could't take the 2 minutes to do their job properly, and verify what they were doing. Instead, the person removed the WRONG device from my account(my trusty first-get Kindle from 2015). That means if I ever have to reset that device, there is no means of putting just the prior content back on it. For someone with a big Kindle library and multiple devices, that is a real problem.

All this in one month. And the worst thing is, they just don't care. What happened to Jeff Bezos wanting Amazon to be "the world's most customer-focused company"? LOL. LOL, indeed.

I was with Amazon for over 5 yrs and the service gradually got worse..
Best decision I made was to close the account.

I purchased a renewed iPhone as a gift using an Amazon gift card. The package was marked as delivered, but the box arrived empty.

Amazon claims the carrier confirmed the item was inside the box when it left the fulfillment center and therefore denied both refund and replacement. I appealed this decision, followed all instructions, and waited for weeks without a fair resolution.

The delivery was made to a freight forwarding address in Florida, which Amazon accepted at checkout. Despite this, Amazon refuses to take responsibility and leaves the customer without the product or the money.

This experience has been extremely frustrating and disappointing. I have lost a valuable gift and significant funds, and customer support has been unhelpful and dismissive.

I bought a sewing machine for my daughter. Delivery failed on the scheduled day without any real explanation. Failure on the second day. On that day, they changed the date of my original order to two days later (I did absolutely nothing). I filed a complaint which resulted in an incident report. On the following day, they didn't deliver and wrote saying they would deliver the day after that. On the day they rescheduled, they again failed to deliver. In other words, everything failed: the different and successive delivery promises, the honesty throughout the process, and finally the final solution: an Amazon voucher with my money that is theirs. Final result: no delivery, zero trust. They don’t care, Never again.

Horrible horrible horrible horrible horrible I'll go through eBay Amazon sucks worst side I've ever dealt with because of their horrible customer service my name is Richard Elmore and Amazon can kiss my

This is for Amazon.es
I have been purchasing from Amazon.es for several years, excellent service, first class customer support, all problems that have arisen have been promptly resolved. efficiently and professionally.
Amazon.es is the standard for customer support that others should aspire to

one of the few places whose system is resilient enough in facing up with the daily harrassement of China and whose service is tailored to user habits without overtly doing algorithmatic calculation but is still smart.

A return was due a refund of postage under their a to z guarantee as a blu ray was faulty. Amazon.es supervisor Arun advised I would receive it “SURELY” yet the claim for this was rejected twice by the same team. If I had known this then I would not have returned the item as it cost over 11 Euros

I ordered a laptop for Christmas from Amazon. They claim it was delivered on the 17th December at 5.07 am. We never received it. Amazon believed that the item had been stolen by a third party and Insisted I got a police report. I did so. They claim they can not verify it and therefore can not help me further. The courier has since confirmed they were unable to deliver the laptop. After countless emails and calls I still have no laptop and no refund. I am out of pocket by 569 euros and Amazon's customer service is a joke. I am appalled.

I made an order on Amazon.es October 27. In this order a vacuum cleaner was included, €142. The shipment was to arrive December 13, 2025. Later the shipment was postponed to December 29. The same day, December 29, I got a message telling me that the item could not be delivered and therefore canceled without any explanation. To notify me the same day the shipment should arrive, two month later, is just not acceptable. They should know long before that. When canceling the item it disappears on your orders and it is not possible to ask questions, complain or get in contact with Amazon.es chat. Really disappointing and frustrating very bad customer service. I know Amazon is huge and they just don't care.

Our ordered goods will never arrive. We have finally given up on Amazon.es and their absolutely unthrustfull courier choice, Paack, as it comes to parcel delivery in Coimbra, Portugal. They are not taking services seriously as for our purchased goods will not arrive. Months overdue, how can this be in 2025. Can you imagine that you purchased presents for someone dear to you, not knowing that it will never arrive and you finally have to cash back your money? Well, these two companies in combination come up with excuses which are absolutely untrue and can be checked against the truth. Hope this review will wake up more customers to avoid these experiences.

Ordered a HDMI step down cable and within 24 hours it was IN MY HOUSE. Delivered by CTT! That is what would have surprised me in America. Here in the mountains of Portugal in a tiny little town, I am astounded. THANK YOU AMAZON AND CTT! I wish I could give you 10 more stars. Calm calm, you do not need to be this wonderful each time.

Delivery is super fast, often next day. Delivery is available 7 days a week. On the one occasion when I had a problem it was resolved very quickly and to my entire satisfaction. I usually order something every week, so have a lot of experience of Amazon and their service. I even order my whiskey and brandy from them. I am 80 years of age, so delivery directly to my door is a great advantage.

Honestly, my experience with them is really good.
I've had several incidents to which they responded incredibly well, including me buying a Pixel 8 that was disastrous and kept giving problems till the point where it stopped working around 8-10 months after buying it, and Amazon allowed me to send it back without much trouble and gave me a refund.

I am experiencing some problems with the delivery companies ringing the neighbors, though, but I think it'll get solved soon. (reason why 4 stars instead of 5)

Till now I am pretty happy with them.