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

58,042 total complaints in the last 3 years.
21,700 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:12/24/2024
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.
A purchase was made on Amazon 11/27 using a particular card. Instead, Amazon used another card which I didnt authorize. I contacted my bank (chime which I made a previous BBB complaint against 12/23) and they denied my claim. The product that was delivered wasnt delivered to my home address. I was back and forth with Amazon in trying to get my money back. During that process I ended up getting a new card. Amazon claim they refunded my money but Chime is saying no refund was initiated. They also stated that regardless if I received a new card the refund would still go to my account regardless of the card. No money was received from Amazon for $217.29.
Business Response
Date: 12/27/2024
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, however I'm unable to determine 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.

Best regards,
Harasankar.M
Amazon.com
Initial Complaint
Date:12/24/2024
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.
My amazon account was hacked and trying to get it restored has been a nightmare. No one seems to know what to do and i juts keep being told I'll receive a call from the fraud **** within a couple hours but a call never comes. To make matters worse, I have prescriptions that are filled through amazon pharmacy that I no longer have access to so it a not just access to my regular account. I've called over 10x and just keep getting the same answer but nothing ever happens.
Business Response
Date: 12/25/2024
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.

I sincerely apologize for the distressing experience you've had with your Amazon account and the difficulties you've encountered while trying to resolve this issue. I understand how frustrating and concerning this situation has been, especially given your reliance on Amazon Pharmacy for your prescriptions.

I'm pleased to inform you that our team has successfully restored your account. An email confirmation regarding this was sent to you on 12/24/2024. You should now be able to access your account, including your Amazon Pharmacy services.

I deeply regret the lack of timely communication and resolution you experienced. I acknowledge that our service fell short of our standards in this instance, and we're taking steps to improve our processes to prevent such situations in the future.

If you are still experiencing any issues or are unable to log in to your account, please don't hesitate to write back to us immediately. We want to ensure that you have full access to all your Amazon services, especially your critical pharmacy needs.

Again, we sincerely apologize for any inconvenience and stress this situation may have caused. Your security and satisfaction are of utmost importance to us, and we appreciate your patience as we worked to resolve this issue.

Thank you for your understanding,

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to seeing you again soon.

Regards,
******** A
Amazon.com
Customer Answer
Date: 12/26/2024

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:12/24/2024
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 12/18/2024, I placed an order (#***-976630-6903442 for $47.60) for a birthday floral arrangement to be delivered via overnight delivery. My daughter contacted customer service on 12/21/2024, upon discovering that the gift was never shipped. The **** via chat promised to send it and then help me obtain a full refund. She contacted customer service again today (12/22/24) because it still did not ship. The *** she spoke with cancelled the order. My daughter called back and requested a supervisor because I wanted the company to honor their promise to resend the item. Amazon would not, despite her sending them a screenshot of the chat with the promise to ship the bouquet and refund my account. She was told my only option was to reorder. I want Amazon to honor their promise to send the flowers and absorb the cost.This is the second instance where she was forced to request a supervisor because of promises from a *** that were not honored in less than three weeks.
Business Response
Date: 01/17/2025
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 reviewed your email regarding an order placed on our website and I apologize for the inconvenience caused to you.

Upon reviewing I can process the refund in the form of gift card balance and you can use it on your future orders.

I request you to please reply to this email with a confirmation so that I can proceed further.

Thank you for your patience and understanding! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:12/24/2024
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 returned an item in early November to Amazon via the Staples drop-off selection, and I got an email today on 12-23-24 that Amazon charged me again for the order that was already returned and apparently got lost. I did my part and legitimately dropped it off at ******* in **********, **, so if the item is lost, that is Amazon's and Staples fault, and I should not be charged again when I do not even have the item anymore. I spoke to two representatives about the issue, and they refuse to simply reverse the charge because I have had this happen many times before in the past, and it was instantly reversed without question via the online chats with Amazon, and now they are refusing to refund me, and it is wrong, and they already have class action lawsuits open for these stunts, which I will provide pics of all that too. ********************************************************************************************************************************* and
Business Response
Date: 01/04/2025
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 completely understand your concern about the charge for your return.

I've checked with our account specialists team and confirmed that we haven't received the item yet. However, I've made an exception and issued a $9.82 gift card to your account. You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

Thanks for choosing Amazon.

Regards,

***** *.
Amazon.com
*****************************
============================
Initial Complaint
Date:12/23/2024
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 ordered an item that was delivered with no packaging or protection. The glass on the item shattered forcing me to discard the shattered pieces so none of my children are harmed. Amazon refuse to replace the item or issue a refund stating that I would need to gather all the broken glass and go and return the item. That's impossible
Customer Answer
Date: 12/23/2024
Order #
112-6353086-1260253
Business Response
Date: 12/24/2024
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.

We sincerely apologize for any inconvenience this situation may have caused you.

We are committed to providing you with the highest level of assistance. To ensure the security and privacy of our customers' information, we are only able to address account-specific inquiries when they are received from the email address registered to the account in question.

In light of this, we kindly request that you resubmit your inquiry from the email address associated with your Amazon account. This will enable us to provide you with the necessary assistance promptly and efficiently.

Please be advised that if you are unable to contact us from the registered email address, we regrettably will not be able to proceed with your request regarding this matter.

It is important to note that this procedure is in place to protect your account and maintain the highest standards of security. By adhering to this policy, we ensure that only authorized individuals can make changes or access information related to an account, thus preventing any unauthorized alterations.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Thank you for your patience and understanding in this regard.
Regards,
Prashanth
Initial Complaint
Date:12/21/2024
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.
Date of the transaction Dec. 2 2024 Order #: 111-1489255-6592244 Order total: $88.28 item name: Deer Stags Men's Bangor Memory Foam Dress Casual Comfort Chukka Boot, Black Smooth, 8 Medium US $33.69 Item name: Deer Stags Men's Bangor Memory Foam Dress Casual Comfort Chukka Boot, Redwood Smooth, 8 Medium US $49.99 Tracking numbers: ********************** marked as delivered but never arrived Dec. 9, 2024: I contacted customer service and was told that they emailed me to file the form for them to investigate, but it has been more than a week since I heard back. So I contacted them again, and they circled me back to the same thing again. At this point, I am very frustrated because I do have a ring security camera to prove that there was never a delivery made on my doorstep on that date. I want my hard-working money to be refunded.The way they are handling customer service for lost packages are very poor management.
Business Response
Date: 12/24/2024
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 111-1489255-6592244.

We've reviewed the report submitted and we see the order number and tracking section does not match with the order.

To proceed further, kindly resubmit the incident report by responding to the email sent on 12/15/2024 and wait for 3 business days, so that our team can review and help you with an outcome.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Thank you for your patience and understanding in this regard.
Regards,
Prashanth
Initial Complaint
Date:12/19/2024
Type:Delivery 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 am writing to file a formal complaint against Amazon regarding a failure to honor its Prime two-day shipping guarantee and the subsequent poor handling of my case by their customer service team.On Dec 4th, I placed an order for an Extra Tall Cat Gate, 43.3"-48.0" Wide Pet Gate for Doorway under Order# ***-7695350-9958621. As a Prime member, I expected delivery within the two-day window as advertised. However, the item was shipped on Dec 11th, but delivered on Dec 19th.When I contacted Amazon customer service to resolve the issue, the representative claimed my Prime membership had expired in 2020, despite my active use of a shared Prime Household membership, which provides full Prime benefits. Despite my explanations, the representative failed to understand or acknowledge the error. To escalate the matter, I was forced to call in and was transferred to three different representatives, requiring me to repeat my issue multiple times. After nearly 40 minutes, I was finally told that there was "nothing they could do" to honor the two-day shipping guarantee or offer any compensation. When I asked why I was made to wait 40 minutes and transferred between representatives just to receive this response, the final representative ***** unapologetically confirmed, "Correct."This experience reflects a gross lack of respect for customer time and a failure to deliver on *********************** promises. I would like a full refund without returning the item to compensate for all the wasted time and effort.
Business Response
Date: 12/21/2024
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.

I am writing to personally address the issues you've experienced with your recent order and your subsequent interaction with our customer support team.

First and foremost, I want to extend our sincerest apologies for the delayed delivery of your order. I understand the inconvenience and frustration this has caused you, and we take full responsibility for falling short of our commitment to timely delivery.

Furthermore, I am deeply sorry to hear about your unsatisfactory experience with our customer support team. We pride ourselves on providing excellent customer service, and it's clear we failed to meet that standard in your case. Please know that we take your feedback very seriously, and we are already taking steps to address these issues by improving shipping process and coaching the associates.

Regarding your request for a refund, I understand your frustration and acknowledge that your experience was far from ideal. As your order has now been delivered, albeit late, we were unable to process a full refund without a return however I noticed that you have then already returned it and a refund was issued to your account as ********************** gift card balance. I do appreciate your cooperation on this matter.

Once again, I'm sorry about this experience and I truly appreciate you bringing these matters to our attention. Your feedback is invaluable in helping us improve our services for all customers.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to seeing you again soon.

Regards,
******** A
Amazon.com
Customer Answer
Date: 12/23/2024

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,

***** *****
Initial Complaint
Date:12/18/2024
Type:Customer Service 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 was charged an unauthorized charge of $75 for a product that was misplaced by Amazon drivers. I have called and informed Amazon of this issue and was still charged for the misplaced item. This is theft. They refuse to refund me for a product I do not have. The customer service representative are very argumentative and unprofessional with clients. I am a loyal customer of ********************** and this is my last straw with them. I will like to seek legal assistance with this and possible start a class action lawsuit.
Business Response
Date: 12/29/2024
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.

I apologize for the frustration and inconvenience you've experienced regarding the unauthorized charge of $75 for a product that was misplaced by our drivers. I understand how upsetting this situation is, and I deeply regret that our previous customer service interactions have been unsatisfactory and have not resolved the issue to your satisfaction.

I want to assure you that we take this matter very seriously, and we are committed to resolving this for you immediately.

I request you to please help us with the following details for the help.

1. Registered email id on the account.
2. Full order# the concern is regarding.

Looking forward for the above information for the help.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to seeing you again soon.

Regards,
******** A
Amazon.com
Initial Complaint
Date:12/16/2024
Type:Billing 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.
Complaint Summary: Deceptive and Unauthorized Billing Practices by Amazon Web Services (AWS)In May 2021, I disputed a charge from AWS for an account I created during a college course using my school email. During this dispute, I explicitly requested *** to terminate all services and stop future billing, as I no longer needed their services. *** acknowledged my request, and charges stopped, leading me to believe the account was closed.However, I recently discovered that *** resumed billing my payment method over a year laterwithout my knowledge, consent, or authorization. These charges continued monthly for several years, totaling over $580. *** relied solely on the school email I lost access to after graduation and made no effort to use alternative means to notify me or confirm continued use of their services.Upon disputing the charges again, *** attempted to dismiss the matter, offering only a partial refund for the most recent three months, citing internal policies. These policies are irrelevant here, as the charges began long after my explicit cancellation request, under circumstances *** knew were unfair. Their failure to honor my cancellation and reliance on an inaccessible email demonstrates both negligence and deliberate avoidance of accountability.The deceptive nature of AWSs actionsstopping charges temporarily to create a false sense of resolution, then quietly resuming billing without notificationconstitutes unethical business conduct and unfair billing practices. *** exploited an account I could not monitor, causing me significant financial harm and frustration.I seek a full refund of all unauthorized charges dating back to May 2021. Additionally, I request an investigation into **** handling of account cancellations and their recurring billing policies to prevent other consumers from experiencing similar unethical conduct.
Business Response
Date: 01/08/2025
Hello ****,

I'm Sahitya 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.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and responded as below:

"I wanted to check in with you and confirm that we received your recent escalation request regarding your idle resources and billing adjustment request. I'm sorry for the frustration that the invoices caused and the experience you had with Customer Support thus far. I just looked into your cases and, first and foremost, it looks like your billing adjustment appeal was approved. You can refer to the answer given by ****** earlier this morning (18-Dec). Hopefully that's some good news for you and alleviates some stress.

I also looked into your support case from 2021, Case ID **********, and see that you'd requested an adjustment for an idle RDS resource. At the time, that support specialist verified that you'd deleted that server and issued an adjustment just for that server. Following that case, you continued to be charged for various other idle resources that weren't mentioned by either you or support, ultimately leading us to where we are today. I wasn't able to find any other cases from you during the last few years that addressed the remaining idle resources, exacerbating the total amount you were charged. While the support specialist did address your RDS concern in that case, there were other resources running that may have been included in Free Tier at the time and were charged standard rates once Free Tier expired in 2022.

All of that said, *** has a "shared responsibility model" and the charges on your account are your responsibility to monitor and adjust as needed. As a gesture of good will, ****** was able to get the full adjustment approved, but that is not standard practice. If you were to ever use your AWS account again, kindly note that shared responsibility model and take additional steps to avoid surprising invoices. You can read our Shared Responsibility Model using the link below:
********************************************************************** "

Thank you for your understanding.

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 01/08/2025

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:12/15/2024
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.
I ordered plaster and then it came in opened in the box. I contacted Amazon which I have a copy of and told them I'm not sending powder or dropping powder off in the mail I was also told to send pictures and they would send refund this also happen with nail polish I was told I would get a 1 time refund because it was the wrong color and they said no problem how do you want that I said amazon credit attached is a picture of that as well these were all christmas gifts that they need to honor because the cant send things right in correct packages.
Customer Answer
Date: 12/16/2024
Tell us why here... 111-8009987-8506651 is the order number for the nail polish they said would get refunded with the chat attachment I attached and the plaster order number is 111-2215465-3237018 and they said send the whole order back for a refund it was only the plaster the supervisor required a photo of and they can go back and read all the chats I can as well.
Business Response
Date: 12/18/2024
Hello ******,

I'm Sahitya 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 apologize for the inconvenience that you've experienced in this case.

Upon reviewing, I see that the product is returnable and to be eligible for return we request you to return the product.

However, as it's damaged and product is powder substance, we can apply item cost $17.99 to your account as Gift card balance.

Please write back if gift card credit is preferable so we can process the credit at the earliest.

Thank you for your understanding.

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/18/2024

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,

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

Gift card balance is fine

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