Last July saw the highest number of complaints against the marketplace due to "Prime Day," the brand's promotional event.

According to the analysis, between January 1st and October 2nd, 284 complaints against Amazon were filed with the Complaint Portal. This represents an increase of approximately 21% compared to the same period in 2024, when 235 complaints were recorded.

In July – when the last Prime Day event took place – Portuguese consumers filed 57 complaints against Amazon, with the majority of complaints related to the promotional initiative. This was the month with the highest concentration of incidents.

Among the main problems reported by consumers to the marketplace throughout the year were: delivery problems (27.4%), citing errors, delays, missing or incorrect products; problems with returns and refunds (17.9%), and deficiencies in service quality (16.9%).

Regarding Amazon's last promotional event (in July), the main reasons for complaints were: delivery problems (38.6%), deficiencies in service quality (15.7%), and problems with returns and refunds (15.7%); problems with product quality (12.2%), and problems with payments/transactions (10.5%).

Luís Inácio was one of the Amazon customers who complained about delivery issues. "It happened again today: the platform says 'delivered,' but the order never arrived. I went to the pickup location and was told that sometimes they mark it as delivered, but only ship it the next day. Whether it's due to a lost delivery by the delivery person or Paack's carelessness, if I don't receive the order by the end of the day, I don't want it tomorrow. It makes no sense to continue using such an unreliable service."

Gonçalo Moreira was another customer who was dissatisfied after not receiving a product purchased in July of this year, and more than two months have passed since then.

Regarding Amazon's response to complaints, the data reveals very low performance indicators. The brand's Satisfaction Index currently stands at 30.1 (out of 100), rated "Poor" by consumers. The Average Response Time is 7.7% and the Resolution Rate is 24.6%. In its category—international marketplaces—Amazon ranks seventh.

"It is expected that this month there will be an increase in the number of complaints directed to Amazon related to Prime Day, as problems may arise with the delivery of products purchased during the two-day promotion," anticipates a source from Portal da Queixa.