Amazon.de Reviews 

1 Stern – Nicht wegen des Produkts, sondern wegen des Kundenservices

(English below)

Zum Produkt selbst kann ich leider kaum etwas sagen, denn wir haben von zwei bestellten Kindle Paperwhite Kids nur einen erhalten.

Der eigentliche Grund für diese Bewertung ist der Umgang von Amazon mit dem Problem. Trotz unserer Reklamation wurde der Fall letztlich mit der Begründung abgeschlossen, dass laut Amazon beide Geräte geliefert worden seien. Für uns bedeutet das: Wir haben nur ein Gerät erhalten, bekommen weder Ersatz noch eine Erstattung und bleiben auf den Kosten sitzen.

Besonders enttäuschend ist, wie wenig kundenorientiert dieser Vorgang gehandhabt wurde. Als langjähriger Kunde hätte ich erwartet, dass ein fehlender Artikel sorgfältig geprüft und im Zweifel eine faire Lösung gefunden wird. Stattdessen wurden wir mit dem Problem allein gelassen.

Wer bei Amazon bestellt, sollte sich bewusst sein, dass es im Falle einer fehlerhaften Lieferung offenbar keine Garantie dafür gibt, dass man sein Geld zurückbekommt oder Ersatz erhält – selbst wenn ein Artikel nie angekommen ist.

Aus diesem Grund kann ich weder den Kauf noch den Service rund um dieses Produkt empfehlen. Für mich ist das Vertrauen in Amazon durch diesen Vorfall nachhaltig beschädigt.

1 Star – This review is about Amazon’s customer service, not the product

Unfortunately, I can’t really review the product itself because we ordered two Kindle Paperwhite Kids devices but received only one.

The reason for this one-star review is Amazon’s handling of the issue. After we contacted customer service to report the missing device, we were ultimately told that, according to Amazon, both items had been delivered. As a result, we received neither a replacement nor a refund, despite only having one device.

What disappointed us most was the complete lack of customer-focused support. As long-time Amazon customers, we expected the missing item to be properly investigated and a fair solution to be offered. Instead, the case was simply closed, leaving us to bear the loss.

Anyone ordering from Amazon should be aware that if something goes wrong with a delivery, there is apparently no guarantee that the issue will be resolved fairly. In our case, we paid for two devices but received only one, and Amazon refused to take responsibility.

A company’s true commitment to its customers is demonstrated when problems arise—not when everything goes according to plan. Based on this experience, my trust in Amazon has been seriously damaged, and I cannot recommend purchasing this product through Amazon.

I bought a phone from these guys got it shipped to Australia waited months cost me lots of money the phone was described as unlocked for all carriers and all countries the phone is not unlocked for all carriers and all countries I have tried to contact Amazon Germany and received no contact back I go on contact Amazon themselves and they say they can't help all they can do is give me a refund they can't talk to their other counterpart of Amazon Germany because it's a separate company apparently which is other b******* it's all Amazon so now I will never be dealing with Amazon ever again cancelling my membership not ordering anything from them this is ridiculous

I contacted customer service to ask whether I could return two items together in one larger package, since both returns were going to the exact same address. I even offered to pack each order separately inside the box and attach the correct return label to each one.
Unfortunately, they refused to allow this or provide any flexibility. It seems unnecessary to require customers to ship two separate packages to the same destination, creating extra waste and inconvenience. I was disappointed that customer service was unwilling to help with such a simple and reasonable request.
Especially when they shipped the two items to me in a single package themselves.

I bought an item. Today my bank card was compromised
& my bank had to lock the card. Whoever did this was trying to buy a prime membership on Amazon with my card.
This is ridiculous although I never save any payment cards on Amazon. I find this site dangerous. I will not use it again. So everybody be careful.

I recently experienced the absolute worst customer service and actual financial abuse on Amazon.de. On July 8th, during a support chat for Order #302-5377057-0884354, an Amazon agent executed an unauthorized charge on my payment card and openly mocked me in the chat.

I reported this severe violation, and was assured by another agent that it was escalated to the "Manager chat line." However, on July 14th, Amazon unilaterally canceled my order. When I contacted support again, a manager lied to me, claiming it was a "payment decline" — even though my bank statement proves the full amount was successfully debited on July 8th and only returned after their manual cancellation.

Amazon.de protects fraudulent and abusive employees over scammed customers. They refused to reinstate my order, refused to waive shipping fees, and refused to offer any compensation. Do not trust this company with your money or card details.

Delivery not received, driver did not attempt delivery. Two agents just left the chat and the third one told me to contact them again next day.

Amazon feels like dealing with a 3rd world ecommerce site. Temu is more reliable - as their items arrive by a deadline. Even as a prime member, Amazon cannot get items delivered in DE even 50% of the time. Adding insult, the items are often promised for next day delivery and I can say that rarely every happens. Its gotten to the point I dont bother to shop their sales because it is just too likely the item i order on sale wont even arrive and Ill have wasted my time looking at something that wont be delivered.

Amazon.de is cheating its customers.
Amazon failed to deliver the item and three days after the delivery deadline had passed acknowledged that the item had been lost. Since I needed this item right away, the customer support adviced me to buy the same item anywhere outside Amazon and promissed to refund me the price difference. This promise was confirmed twice in written.
After I bought the item outside Amazon I asked the customer support to refund the price difference as it was promissed, however this time Amazon informed me that I was provided with wrong information and the refund of price difference is not possible.
So Amazon not only failed the delivery, but also cheated me into spending a bigger amount for the item they have not delivered. And after all that they just told me, “Sorry, we made a mistake”. Amazon refused to take any responsibility for the mistake they made and for the losses this mistake caused.
😡😡😡
I hope this case will be of European Consumer Centre interest.

I have used Amazon for many years now. And pay for higher prices dot to easier process. But now it’s all down the toilet. It’s all AI now. No customer. service at all. They make its so no one can complain. It’s becoming a scam company. And there delivery dates are a joke. So use 5 min longer online and finde ur gods much cheaper. I’m done with there costumer abuse.

Had a fairly smooth experience with Amazon.de this time around. Customer service got back to me within a day when I had a question. The final price ended up higher than expected once fees were added. Decent, but there's room to improve.

I bought a phone on the 12th of June on on Amazon FROM AMAZON and now it has been almost a month and no sign of the phone, I contacted support and they wont give me a single crump of information without me submitting my ID or passport. I spent 500 euros and I cannot even know what happened with the phone I bought without giving up my personal information don't buy from Amazon.

awful, after they cannot repair my smart watch in 3 weeks, without communicating to me, they just sent me a substitute in different color after their deadline. to send the substitute back took me ca. 5 customer service contacts, which was very frustrating because you have to pass 10 steps with a non functioning AI to reach a human being, you are lucky if you can at the end. i sent the substitute back. getting the refund took ca. 3 chats with customer service. i took the refund. they charged me back for the returned product. i am currently at the 10.th chat with customer service. i hope i get my money back and they dont keep automatically charging me. its terribly frustrating.

I bought 4 mugs from Amazon, which were all broken upon arrival due to insufficient packaging. I returned them and received an email confirmation of the return and received a refund. However, a month later, I received an email that I had not returned two of the mugs (which is ridiculous as they were all in the same parcel). After contacting customer service, I was told this was a mistake on Amazon's part and that the issue was fixed. Two weeks later, Amazon took the money from my account again with no warning, and without informing me - I only noticed it because my bank alerted me. I had to go through customer service again, who ensured me I would get the money back. Now I have received a gift certificate for Amazon instead of a refund - but I am obviously never planning to buy from Amazon again. I am still waiting for my money back. Do not buy anything from Amazon unless you are 100 % sure you do not have to return it.

I have been a loyal customer of Amazon for 17 years, but the platform has suffered a total collapse in quality and customer service. It has turned from a trusted, excellent marketplace into a chaotic flea market full of false promises and broken consumer laws.

Lately, my experience as a customer buying quality items has been a 100% failure rate:

Fake inventory status: Out of 5 recent orders for products listed as "In Stock / Fulfilled by Amazon", 4 had to be canceled because the stock status was a flat-out lie. Items simply did not exist.

Sent garbage instead of premium goods: On the 5th order, I paid 85 EUR for a 15-meter military-standard coax cable, only to receive a rubbish miniature cable worth 5 EUR. Customer service then had the audacity to demand that I pay for international return shipping myself to fix their mistake. (I refused, and they eventually refunded this specific order).

The 550 EUR nightmare: The final straw was a high-end clock worth 550 EUR that broke down after 18 months. Amazon asked me to return it, which I did, and Amazon confirmed receipt on June 2nd. For a month, customer service did nothing but copy-paste meaningless robotic scripts, stalling and making excuses instead of processing my refund. I have now been forced to initiate a formal chargeback through my bank and VISA to get my 550 EUR back.

Amazon clearly saves billions by replacing human customer service with useless AI bots and ignoring consumer rights, hoping tired customers will just give up. They treat loyal buyers like scammers and numbers in a spreadsheet.

Amazon has become arrogant and blind to their own internal decay. Their very low rating on Trustpilot is well-deserved. I have promised myself never to shop here again.

Beware: Amazon is no longer safe.

Initially I was very pleased with the pricing of the camera lens. I received it quickly. I asked the customer service if it was possible to test the lens when I would receive my camera, which was probably 2-3 months later and it was no problem according to her. I could still return it if I didn't like the lens.

It turns out you can't and the custumer service is not professional at all. I stayed civilized, however I didn't get any reasonable response from the customer service and 2x they ended the conversation while I was still typing. They were not allowing me to return the lens, eventhough I have an email from them stating it was possible. I sold the lens secondhand with a loss, just to not deal with Amazon.de anymore.

Ordered a smartphone for 300 EUR. It never arrived. I chatted, mailed, talked to customer service, nothing.

Ordered 4 items for delivery didnt get delivered had to collect from courier this is not acceptable.

Apparently, the Amazon partners who made a "DEEP check" and fix it didn't do it enough deeply...
In less than 40 seconds I saw that I have the same error, no water on the floor...
I am so ANGRY and DISAPOINTED by the Amazon customer service and more of their partners.
I hope that I will can upload the video I just made to show that I have no water on. the floor, and the vocal message who say the problem (I don't arrive to understand the problem).

To try, I let it charge 100% and I put water on there tank...

Tomorrow, I go to Asia for almost 2 months and so I can't make more.

I hope to receive refund of Amazon because for a product of this price, I just use it for 6 months and its KO

ORDER # 304-6163236-6086724

This has honestly been one of the worst customer service experiences I have ever had with any company.

I returned items while following Amazon’s own instructions, yet Amazon.de is still refusing or failing to give me the refund properly. The website has been showing for a long time that a refund is being issued, but the money does not arrive. When I contact support, nobody takes real ownership of the problem.

The customer service chats are a complete disaster. I have been transferred from one agent to another again and again. In one chat, I was redirected around 6 times to Mohammed, Ali, Ahmed, Hassan. Each agent gives a different answer. One says the refund will be processed, another says it cannot be done, another says a specialist team will contact me, and then nothing happens.

The agents mostly give generic, scripted answers instead of actually understanding the case. Some of them close the chat without properly warning me or without resolving anything. I have spent hours explaining the same issue again and again, only to be pushed into another endless chat with another person who starts from zero.

Several times I was promised that the case would be forwarded to the correct specialist team and that I would receive an email after review. These promises were not kept. No real solution came, and the refund is still not properly handled.

What is most upsetting is that this is not a complicated issue. I returned items according to Amazon’s own process, and I simply want the refund I am entitled to. Instead, I have been met with confusion, contradictory answers, broken promises, endless transfers, and no accountability.

Amazon.de customer service feels completely unprofessional and chaotic. Bad is not even a strong enough word for this experience. It has been exhausting, time-consuming, and deeply frustrating.

I used to trust Amazon, but after this experience, my trust in Amazon.de has been seriously damaged. For a company of this size, this level of service is unacceptable.

Amazon locked my account claiming "suspicious payment activity". For 2 days I tried every possible way to contact them: the verification form never appears after login, the chat throws an error every time, calling is impossible — Amazon provides no Russian language support. I created a second account to order urgently needed items on sale — Amazon cancelled that order too and temporarily blocked my money. Even after completing identity verification via Persona and waiting 3 business days — still no resolution. Amazon's "security" system punishes innocent customers, cancels their orders, blocks their money and provides absolutely no way to get help. Shameful.