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

58,006 total complaints in the last 3 years.
21,690 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:02/12/2025
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.
In December 2024 we purchased 2 metal sheds from Amazon. We financed them through Affirm., We were notified that they were out for delivery. It was then that we noticed the address defaulted to an address we hadn't lived at in 5 years. I contacted ***-Ex right away. They told me they would try and get a hold of the driver and suggested I contact Amazon and cancel the order. Which I did. When speaking with the Amazon representative he suggested I hang out at their front door or park across the street to see if I could catch the Fed-Ex driver. I told him I wasn't going to do either and he suggested that if I didn't like his suggestions I close my account or I could put my account up my "a**. I closed my account. Then the trouble began. A few days later I received a call from ***-Ex asking where we wanted our sheds delivered to. I told him the order was cancelled. He was going to send them back. Several days later we were notified by ****** that our payment was late. I contacted Amazon and they told me that because I closed my account they couldn't help me. I finally spoke to someone in their "leadership" department, that they had the sheds, just didn't know what to do with them. We agreed they would send them back to the supplier. That was 2 1/2 weeks ago, no contact at all. I called them today and they told me that they couldn't make any changes to a closed account, even though they have the shed and they know we ordered them, I have the order number.They are holding onto $1,100.00 of ours and we are being charged on a loan for something they have in their possession. This has been going on since the middle of December.
Business Response
Date: 03/27/2025
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 and I apologize for the inconvenience caused to you.

Upon reviewing here since the account is in closed state we are unable to proceed and make any actions on the account.

Here I can try and process the refund to the gift card balance if you are okay with creating a new account with the same email address.

Once you create a new account and reply to this email we will be able to proceed further and add the gift card for the order value.

This is the best possible option available for the refund to be processed for the order

Thank you for your patience and understanding!

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 03/28/2025

Complaint: 22934058

I am rejecting this response because:
There is a digital trail of my order #. I have spoken to 3 "specialists" regarding this issue. The last "specialist" confirmed that the seller had received the products and I should receive an email within 24 hours. That never happened as of today. I have never had these products in my possession. Amazon has had them, Fed-Ex has had them, but I have NEVER had them. I do not want a credit to an Amazon card, I want and need to go to my Affirm account to close it out. It is now affecting my standing with Affirm.
Sincerely,

***** *****
Initial Complaint
Date:02/11/2025
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 am filing a complaint against *********************** seller account has been suspended, and my funds have been withheld without clear justification. Amazon accused me of engaging in fraudulent activities, which is entirely false. I have repeatedly requested Amazon to provide evidence or clarification regarding these accusations, but I have received no response.This issue has caused severe financial hardship, as I rely on my business with Amazon to support my family. I request that Amazon provide evidence of their claims, release the withheld funds, and reinstate my account. I have always complied with Amazons policies and acted in good faith.
Business Response
Date: 02/13/2025
Dear Seller,

We received your submission but we are unable to reactivate your account. Upon review of your account, we confirmed that your Amazon seller account has been used to engage in deceptive, fraudulent, or illegal activity that ***** our customers, other selling partners, and our store. Additionally, the impacted inventory that is listed at the end of the notification may be disposed in accordance with the "Unsuitable Inventory Investigations Policy". Our policy can be found here: ****************************************************************************.

Why is this happening?
Your Amazon seller account has been deactivated in accordance with section 3 of Amazon Business Solutions Agreement.

You can also visit the "Selling Policies and Seller Code of Conduct" Amazon policy:
******************************************************

Thank you,
Amazon
Customer Answer
Date: 02/20/2025
I am writing to express my strong objection to the way my complaint (ID ********* against Amazon.com has been handled. Amazon has taken extreme and unjust actions against me, without presenting any tangible evidence or valid justification.

Amazon unfairly closed my account, depriving me of my livelihood and putting my family and children at serious financial risk. This decision was made without any proof, without any clear reasoning, and without allowing me the opportunity to defend myself. This is a clear violation of consumer rights and an unethical business practice.

Closing my BBB complaint under the status Answered is absolutely misleading. Amazon has NOT addressed my issue, has NOT responded to my concerns, and has provided ZERO evidence for their actions. I demand that my case be reopened and escalated immediately.

If BBB fails to take action, I will escalate this matter beyond BBB, including:
Filing additional complaints with regulatory authorities such as the ***, the Illinois Attorney General, and consumer protection agencies.
Seeking legal counsel to take further action against Amazon for unlawful account termination.
Publicly exposing this injustice through media channels, social media platforms, and consumer advocacy groups.

I expect a prompt response regarding the reopening and proper handling of my case.

Sincerely,
**** **********
Initial Complaint
Date:02/10/2025
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 orderd a 2-pack of pillows through Amazon, sold by *******. I received one pillow, but have never received the second pillow. I have contacted both Amazon and Fluffco, but have not received a response. I want my second pillow that I paid for or a refund.
Business Response
Date: 02/12/2025
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 one of the pillow is missing.

As its been over 30 days since its delivered, I do not have the option to replace. Hence, as an exception, I can add a gift card ($35.00) for the missing pillow. Please let us know if this works for you by replying to this email so we can proceed.

Thank you for your understanding and looking forward to hearing from you.

Regards,
*******
Amazon.com
***********************************;
Initial Complaint
Date:02/10/2025
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.
Order Summary Items) Subtotal:$138.44 Order Details Ordered on July 16, 2024 Order# ***-3283479-7837054 from Amazon The issue is with Instant pot company.The product makes a sound and started smoking and instead of honoring the warranty, they want me to turn it on again and risk a fire hazard. Correspondence with company attached
Business Response
Date: 02/12/2025
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'm sorry to hear that you are experiencing issues with the item.

Here Since more than 90 days have passed since you received this item, we can no longer accept a return.

Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, or any defective merchandise, for a full refund.

I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty.

Most manufacturers list contact information on the product packaging. If you can't find the information there, you might want to try doing a web search to find their phone number or website.

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:02/09/2025
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.
Bought a pair of earrings on Amazon on 2/1/25. The earring were defective. When you put the posts in your ear the post bent when to put the backs on them. I asked for a prepaid return ship label to send back for a full refund. Said the seller would text me one. Ever happened. Then I got with them 3 times today 2/9/25 they said I would get a full refund with their A - Z Guarantee. Then they had me send photos of the defects I did. Then they email me and said denied. So I emailed them again and their CS person said I would ge a refund now. I said send me proof. They sent me another A-Z Guarantee again, I told them it was already denied. They are playing games with me. Want a full refund of ****** and they can have their defective earrings again.
Business Response
Date: 02/14/2025
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 charge on your order.

A refund of $113.95 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,
********* *****.
Customer Answer
Date: 02/14/2025

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:02/09/2025
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 a set of square biscuit cutters and received round ones. I requested a replacement rather than a refund, so I returned them and you stated you would replace the product with the correct ones. In a couple of days, I received the incorrect item AGAIN. I then had my daughter call to see if the square cutters even existed, or what could be done. When she called, the representatives would not assist her, stating that she had to call from a phone that she did not have access to at the time. **** immediately got on the phone saying what he couldnt and wouldnt do (please listen to the call). He barely said hello. His mind was made up before a word was ever spoken. ****, the retail supervisor continued to lie stating that there was no way she could be helped, and there was nobody else she could speak to. He eventually disconnected the call. What I know is that there was somebody in that office that could help her. I have verified my account by text and email in the past, and those options were not offered. To be lied to be a member of leadership is disheartening and offensive. To say that he is the final person to speak to and that there have not been exceptions or escalations is a lie. We were just trying to find out if the square ones existed and what could be done to ensure we received the correct product according to the listing. Instead, we were hung up on.
Business Response
Date: 02/12/2025
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 order for square biscuit cutters.

We never expected this to happen with our customers, and I am sorry about the way our customer service team handled this situation.

We will provide ***** feedback to prevent such instances in the future.

We will ask our concerned team to review the stock of this particular product to ensure orders are delivered without any issues.

For now, I request that you return the product to receive a refund. Please reorder the product after a week, by which time our team will have sorted out the product stock situation.

Thank you for your cooperation.

Regards,
********* *****.
Customer Answer
Date: 02/16/2025

Complaint: 22919151

I am rejecting this response because I need to understand the process when contacting customer service. Im a senior, and my children periodically handle business and customer service situations. We have never had a situation where we could not be helped because we didnt call from a certain phone number. I have had to be added to a call, and I have had to be verified by email. There is no recording on your line that expresses this. Is this a new policy, or did your team do what they wanted to do and make their own rules?

Sincerely,

****** ****
Initial Complaint
Date:02/09/2025
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 am filing a complaint against Amazon.com, **** regarding the unjustified closure of my Amazon account.On February, I received a notification stating that my Amazon account was closed due to insufficient information to verify my payment ownership. However, I provided all the requested documents, including:1.A valid passport.2.A complete transaction history related to my Amazon purchases.3.A copy of my virtual bank credit card details.Despite submitting accurate and verifiable information, Amazon did not properly review my documents and wrongfully rejected my submission, leading to the closure of my account. This action was taken arbitrarily without giving me a fair chance to resolve the issue.Resolution Sought:I request Amazon to re-evaluate my submitted documents fairly and restore my account immediately, as I have provided all the necessary information for verification. Additionally, I ask Amazon to improve its customer service process by ensuring that documents are reviewed properly before making irreversible decisions like account closures.Please investigate this matter and assist in resolving this unfair treatment.
Business Response
Date: 03/19/2025
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2025-03-19 confirming account reinstatement.
Sincerely,
****
Amazon.com
Initial Complaint
Date:02/06/2025
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.
Amazon maliciously blocked my account and caused me to lose more than $800.They abandoned 2 of my acconts. Canceled and closed all my orders, but they did not return any of my money back.
Business Response
Date: 03/18/2025
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained,used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 2/17.

Sincerely,
Amazon.com
Customer Answer
Date: 03/21/2025

Complaint: 22909685

I am rejecting this response because:
Hi Amazon,
From the beginning till now, any of you did not reply the details information of the account banned information. There is no any exact reasons, suspicious actions or the regulations. I have no any other words to say, and I know you have law department any cities, but I will do all my effort to appeal your violation and I will use all the legal support and services I can get. No matter how long it takes, I will fight to the end.

*** **
Initial Complaint
Date:02/04/2025
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 contacted Amazon about an order that was marked delivered, but never received. They stated they needed my driver's license to verify identity in order to process the refund. I submitted it, but after further research, I am no longer comfortable having shared that information with Amazon because they share your government issued ID with third parties. Amazon customer service representatives refuse to tell you who these third parties are. I would like my government issued ID permanently deleted from their database. This is a huge red flag for identity theft. I was pressured into thinking submitting my ID was the only way to resolve this issue. If Amazon were more transparent about who they share your ID with, it wouldn't seem so dangerous. I am now extremely concerned about identity theft. I requested an email saying they have permanently deleted my ID, but have yet to receive that email.
Business Response
Date: 02/17/2025
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've reviewed your email regarding an order placed on our website.

Upon reviewing please be informed that documents are reviewed by a third-party service to evaluate your claims and verify your identity for fraud and abuse prevention.

All of your personal information is handled in accordance with our Privacy Notice, which you can review at the following link:

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

Thanks for your patience and understanding.

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:02/04/2025
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 contacted Amazon on January 8, 2025 about an issue with an older Kindle eBook reader. After some discussion, Amazon offered me a new Kindle Paperwhite 12th Generation device, with a full refund of the cost ($197.54) upon delivery. (I can provide the full chat upon request, but selected screenshots are attached.) The Kindle was ordered while I was in the chat with the representative, as they asked.I received the Paperwhite on January 14, but I was not issued a refund as promised. After talking to more representatives, I was told my refund would be issued to my original payment method within 3-5 days. I never received that refund.After contacting Amazon multiple times over the last month, I was stonewalled and outright refused a refund and only given the options to return the Kindle (with no other compensation) or keep it at full cost to me. I feel like Amazon deceived me into ordering this Kindle and not refunding my money as ********** of today, I had to return the Kindle (via **** to ship this week) because I would not be able to get a refund after February 15th.I feel like I was deceived by Amazon into ordering this device at full cost with the expectation of a full refund I did not receive. I would like Amazon to hold up their original offer a receive a new Kindle Paperwhite 12th Generation at no cost to me and compensate me the stress and for the 5+ hours I have spent on customer service to resolve their deception.
Business Response
Date: 02/17/2025
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've reviewed your email regarding an order placed on our website.

Upon reviewing I'm sorry to hear about your experience when contacting ***************** I'm sending information to the appropriate leadership team for their review and action where necessary.

I have reviewed the account and confirmed that the Kindle Paperwhite, Order ID: ******************* has been returned and $197.54 will be refunded.

Once the item is received, you should see the refund on your account in 3-5 business days.

I completely understand your frustration with this situation, given the time you've invested and any missed promises.

As a token of apology, a $25 gift card has been added to your account.

You can view your balance and use history in Your Account by visiting:

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

Your gift card balance will automatically apply 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 applies to an order. Note: This option isnt available for 1-click orders.

We apologize for any inconvenience caused.

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 02/18/2025

Complaint: 22899050

I am rejecting this response because:
This response completely ignored my complaint. See the original letter. Amazon is failing to respect their original offer of an Kindle Paperwhite (without ads) at no cost to me. I would like to receive this Kindle, as they originally offered.

Sincerely,

***** ********
Business Response
Date: 03/18/2025
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 an order placed on our website.

Upon reviewing I'm sorry to hear about your experience when contacting ***************** I've sent information to the appropriate leadership team for their review and action where necessary.

I have reviewed the account and confirmed that the Kindle Paperwhite, Order ID: ******************* has been returned and $197.54 was refunded on February 23. 2025.

As a token of apology, a $25 gift card was added to your account on February 6, 2025.

We apologize for any inconvenience caused.

Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 03/18/2025

Complaint: 22899050

I am rejecting this response because: I did not ask for a 25 dollar gift card to resolve this Amazon continues to ignore their original offer. This is not about getting a refund for a returned Kindle Paperwhite at all. The original issue, from January 8th, is that (because of an issue of an older Kindle)) Amazon promised me a full-refund on a Kindle Paperwhite upon delivery -- essentially a free Kindle Paperwhite. When I received the Paperwhite, Amazon did not fulfill their promise my money was not returned to me and I was forced to return the Kindle Paperwhite or keep it at full cost to me. I did not want to pay for a Kindle Paperwhite that was promised to me at no cost.
I would like Amazon to hold themselves to their original offer, as shown in the screenshots of the conversation from January 8th, of a Kindle Paperwhite with no ads. This is the only thing that will satisfy me.

Sincerely,

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

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