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

58,250 total complaints in the last 3 years.
21,805 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:06/14/2025
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 received notification from Amazon that "We are contacting you about an unresolved product return that you initiated on Amazon.com. Following a recent internal review, we identified a very small subset of returns where we issued a refund, but the payment never went through."I reached out to Amazon; however, the two attempts to resolve the issue resulted in having the representative refusing to address the issue stating, "you need to contact your back and have them send out a check" or "there is nothing I can do."The return and payment that never went through is related to "Order 112-5943431-9385051. Refund of $153.64."The payment never went through because the credit card and financial account linked to the credit card has been closed for at least four years. Amazon needs to resolve this issue and either send a check to the address listed on the account or credit the refund to the existing account. Failure to do so will result in me filing a lawsuit.I am using this form of communication with Amazon since their representatives have failed to resolve the issue and will not discuss the problem further.
Business Response
Date: 06/17/2025
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 caused.

On checking, I see that refund was processed to the payment method used on the order. Due to debit and credit card regulations, we're required to process all refunds to the original payment method used for the purchase.

As your account has been closed or canceled and if you have another account with the same issuing bank, the bank can usually apply the refund to your other account. If you don't have an account with the bank anymore, they should issue you a refund check.

Thank you for your understanding.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 06/17/2025

Complaint: 23470561

I am rejecting this response because: I never received the refund via bank credit, account credit, nor check. Amazon refuses to process the refund.

Sincerely,

**** ****
Initial Complaint
Date:06/05/2025
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 placed an order #***-5893611-9467418, a sweater for $15.68. I was sent the wrong color, contacted Amazon to see if the color I ordered existed, I ordered wine red and received red, not wine colored at all but there was only one red option. I was told yes, it did exist that had checked. I questioned them more because I didnt want a hassle, if it didnt exist no problem I would return the wrong one and be done with it. I was assured this was just an error for me to dispose of sweater and I would receive the correct one the next day. Order #***-5249439-0729847 was the replacement order #. Upon receipt of item it was the exact same ugly red I received the first time. Once again I reached out to let them know. Again I received an apology and was told to dispose of the item and they would issue a refund for the $15:68. I offered to send back both sweaters and was told no, this was their error to dispose, donate, whatever. Then on 12/15/24, I received a reminder email to return the sweater, I immediately reached out again as I was told always to NOT return the item(s) and was never provided a way to return them (a QR code or label), I was again told not to return it, to dispose, donate, or whatever, the email was sent in error and I would not be charged and not to worry about it. Then on 1/5/25, I was charged $39.20 for the item, an item that first was only $15.68, second, I was repeatedly told NOT to return anything, and third, I had no way to return it because again they never provided a label or a QR code to do so! I have spent months arguing with them and my credit card company to get my money back and they have refused and just continued to lie about the situation! All of my interactions were done via chat, so I have proof that everything I said is correct, but I was told sry our people provided wrong info, but thats not my fault! I would have gladly returned both items as they are useless to me! I Want my money back!
Business Response
Date: 06/10/2025
Hello,

I'm Naveen 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 very sorry to hear about the frustrating experience that you've had recently with our team regarding your order # 112-5249439-0729847. I can certainly understand your request and to help you with this, I have looped in our internal team and got an update on the request as below:

We are unable to issue refund as we have checked and confirmed the original order is not yet returned.

Thanks for your patience and understanding in this regard.
Customer Answer
Date: 06/10/2025

Complaint: 23428395

I am rejecting this response because:
i have never been provided a return label. I have never had an issue returning the item but you guys have refused to give me the means to do so! How would I even know where to send it without a label? What would I include in the package without you knowing it was coming back?? I was always told to NOT return the item so how could I have ever fixed any of this without assistance from you guys that still to this day have never gotten?? Send me the return label and it will go out today back to you!!!

Sincerely,

Keri Boss
Business Response
Date: 06/12/2025
Hello,

I'm Naveen 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.

Return label for the order # ***-5893611-9467418 and order # ***-5249439-0729847 was Initiated on October 27, 2024 with Tracking ID ****************** and with Return Authorization ID: ************

As the original order is not yet returned we are unable to issue the refund.

Thanks for your patience and understanding in this regard.
Customer Answer
Date: 06/12/2025

Complaint: 23428395

I am rejecting this response because:

as I have said multiple times, I was NEVER provided the return label! I have requested it and offered to return the item multiple times but without the label I have been unable to. Please email me the label and I will get the item out to you immediately!

Sincerely,

Keri Boss
Business Response
Date: 06/12/2025
Hello,

I'm Naveen 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.

As the Return label for the order # ***-5893611-9467418 and order # ***-5249439-0729847 was already provided on October 27, 2024 with Tracking ID ****************** and the return window for this order has ended on November 13th 2024. We no longer have the option to provide a return label.

Thanks for your patience and understanding in this regard.
Customer Answer
Date: 06/12/2025

Complaint: 23428395

I am rejecting this response because:
the lies continue! I was never provided a label, *** how many times you need to hear that! There was never a label on my account or emailed to me and the fact that I was always told to keep the item pretty much proves there was never a label! I want this nightmare to end so please provide me with instructions to return the item immediately! This entire mess has been a s*** show from the lies, to me being charged more than double what the item cost, to more lies! I tried multiple times to return the item but you never wanted it back! So get me instructions so I can so I can put this behind me!

Sincerely,

Keri Boss
Initial Complaint
Date:06/04/2025
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.
Amazon sold me a Dyson Dream stick that was damaged/didn't work. I wrote them and they advised me that the Asurion warranty I purchased with the item would repair the item or replace it. I sent the item twice it was never fixed if anything came back worst. I wrote Amazon which states they stand by behind their product and would be getting back to me and they never did.
Business Response
Date: 06/06/2025
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.

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.

Thank you for your patience and understanding in this regard.
Regards,
Prashanth
Initial Complaint
Date:06/03/2025
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 returned a pair of UA pants to kohls as instructed. I received my refund and then after received an email from Amazon threatening to recharge me for the item since it wasnt returned, I immediately contacted Amazon and was apologized to and was told they did have them this was all an error on their part and I would not be charged, not to worry. I asked them to fix my account to reflect what they said, that said they would. When they didnt, I contacted them back again and was told the same thing. Then yesterday I was charged for the item, again contacted them, was told not to worry this was all their fault and I would get my money back. Ive been thru this before, they just continue to lie! They had no business charging me for something they have had in their possession for weeks, its all a scam and Im not going to be scammed anymore by them! I want my money back immediately, a sincere apology, and compensation for what they have done to me! I should not have to continue to waste my time because they think its ok to scam people!!
Business Response
Date: 06/05/2025
Hello *****,

I'm Praveen 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 trouble you had with the order.

I've issued a full refund of $21.79 to your original payment method. The refund should be seen within 5 business days.

We've forwarded the feedback to the concerned department so that they can work on future improvements.

Regards,
Praveen M
Amazon.com
Initial Complaint
Date:06/02/2025
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 am submitting this complaint regarding Amazons refusal to reinstate my products (ASINs: B0CZRYFBHZ, B0CZ3XGCM2, B0DNMJY8PN, B0DHVX19X4, B0CSDQXHZJ, B0CKC11Q8L, B0DHVTLBC4, B0DNMKYZ5L, B0CSDQBYDB), despite full corrective actions taken in response to labeling violations.Our products were removed due to unsubstantiated organic claims on packaging. Upon notification, we promptly:Removed all organic claims from packaging and listings. I attached the photos of the new packaging for one of the products in question.Ensured full compliance with *** and *** labeling rules The product itself was unchangedonly misleading claims were removed. Nevertheless, Amazon insists we create a new listing, despite the fact that the product remains identical.I respectfully disagree with this position.Product identity is determined by the actual product's composition and function, not merely by packaging claims. If only misleading labels are removed and the product itself stays the same, it remains the same product legally. Therefore, there is no need to create a separate listing for the same product.Under the Fair Packaging and Labeling Act (FPLA), removing false claims ensures compliance and should not require new listings. Federal law encourages accurate labeling corrections rather than punishing them by requiring entirely new market entries.Our removal of false organic claims represents compliance with federal consumer protection requirements. Federal law favors corrective action over market penalties. Amazon's requirement for a new listing for the same product after good-faith compliance efforts penalizes regulatory compliance and contradicts established FTC policy.When the product remains the same, requiring a new listing is excessive and disproportionate to the violation.Requiring a new listing would confuse loyal customers and undermine existing brand recognition. It creates unnecessary barriers without offering consumer benefits or regulatory justification.
Business Response
Date: 06/03/2025
Greetings from Amazon.com,

I understand that you're concerned about your ASINs B0CZRYFBHZ, B0CZ3XGCM2, B0DNMJY8PN, B0DHVX19X4, B0CSDQXHZJ, B0CKC11Q8L, B0DHVTLBC4, B0DNMKYZ5L, B0CSDQBYDB having been removed due to unsubstantiated organic claims on packaging. .

Upon checking in our internal system for the reason why the aforementioned ASINs were blocked, we can see that this is actually due to them being similar to other ASINs which are part of the list which are prohibited from sale.

Thank you for your understanding.
Initial Complaint
Date:05/31/2025
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.
while I was about to pay my husband credit card payment I notice a transaction on 05/17/2025 in the amount of ***** so I looked on my Amazon account to see what it was that I purchased because they have been trying to claim a lot of transaction that I never did so I ended up getting a refund but there was no transaction on that day so I reached out to them and just got an email stated that after the investigation it showed no unauthorized transaction so I reached out to them asking if there's a transaction I made it would be on my Amazon account and I would have gotten a confirmation of the purchase and an email when the item will be delivered but there wasn't so she just told me that they see where the transaction coming from so I asked her where but she's said it's against there policy but if I can give her a name then she could so I gave her my name and my husband name and both of my email address but no match so she wanted me to name all my relatives that might have access to the card I told her there's was no names because other than my two sisters that resides in ******* where I am also the others lives in ***. California Rockford so to shut her up I gave her ten names of family members even though none would have had access to my card and as far as my two sisters one has a home care nurse and the other lived to far to travel but none of the names match so I reached out to the credit card company and file a claim dispute I even asked what was the item that was purchase she wouldn't say so since BBB has helped me out so many times and have gotten results in a timely manner who knows they might can find out so I had to cancel my card at the worse possible time I'm not sure of how to track it but I wrote down the info that's on my credit card
Business Response
Date: 06/03/2025
Hello *******,

I am ****** 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.

Thank you for bringing this issue to our attention. I understand this has been a frustrating experience, and I apologize for any inconvenience this has caused you.

After investigating the transaction in question, I was able to locate the charge on another customer's account. However, due to legal and privacy concerns, I am unable to share any additional details about that transaction or the other customer's account.

If you still do not recognize or authorize this $59.99 charge from 05/17/2025, I recommend that you contact your credit card company to dispute the charge. They will be able to further investigate the transaction and provide you with more information.

To help prevent any additional unauthorized charges, I also suggest asking your credit card issuer about the possibility of having your card reissued with a new number. This will ensure your account information is secure going forward.

Please let me know if you have any other questions or concerns. I'm here to help in any way I can.

Thank you for your understanding. Have a great day!

Regards,

******
Amazon.com
**************************
Customer Answer
Date: 06/04/2025

Complaint: 23401471

I am rejecting this response because: on 05/31/2025 Amazon issued a full refund which makes the matter closed

Sincerely,

******* *******
Initial Complaint
Date:05/29/2025
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.
Order # ***-5840359-9030634 On 05/26/25 we learned the Garvee Log Splitter purchased from Amazon did not work. Upon contacting Amazon ***************** they only offered full refund and return or partial and keep the broken item. We chose to have full refund and return. We were clear that the item would require boxing by the Amazon Logistics as the delivering agent destroyed the items box and styrofoam packing. The Amazon Agent confirmed the request would include pick up with packaging required. We verified multiple times the agent understood packaging was require. Amazon Logistics arrives apx 1130 on May 29 and declined to pick up without item being in a box. Driver stated call back and **************** will arrange the correct pick up with packaging. 5 Amazon chat agents passed on to another agent without responding. Attempting to call resulted in an agent refusing to listen or acknowledging their delivery agent destroying original packaging, Amazon Logistics stating correct pickup would bring packaging.
Customer Answer
Date: 05/29/2025
Please delete/close/remove this claim.

Amazon has contacted me with a full refund on this item.

Thank You
****** ******
Initial Complaint
Date:05/22/2025
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 sent back returns on the 19th, I requested all refunds go back on my original payment method to my credit card. You can see this posted in the invoice that the refunds are to go to my original card. Amazon took it upon theirselves to put all $540 on a gift card against my request. Now they are telling me they cant fix it. I do not want my money in a gift card because I am absolutely done with giving Amazon my money. Theh stole that money by putting it on a gift card against my request so that I could o my use it for Amazon purchases. I need that money in my bank account.
Business Response
Date: 06/15/2025
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've reviewed your complaint regarding an order placed on our website and I apologize for the inconvenience caused to you.

Upon reviewing I could not locate the order number in the complaint.

Hence, I request you to please reply to this email with the order number for further review.

Thank you for your understanding and cooperation in this matter.

Have a great week ahead!

Regards,
*******
Amazon.com
*****************************
Initial Complaint
Date:05/18/2025
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.
Greetings. This complaint is regarding the non-delivery of two orders: Order #***-*************** placed on April 18, 2025, and Order #***-*************** placed on May 2, 2025. We would like to know what happened to these orders, and what steps Amazon is taking to prevent this from happening in the future. We will not place any new orders, until this matter is resolved. Thank you very much.
Business Response
Date: 05/20/2025
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'd like to apologize for the inconvenience caused.

On checking, I see that both the are lost in transit and I see that you were refunded for both the orders.

Further, I've escalated the matter to the concerned department for review to ensure this is fully investigated and the appropriate actions are taken.

The outcome of this investigation may not be shared with you, however, we shall see that necessary measures are taken to mitigate this instances going forward.

Thank you for your understanding in this regard.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 05/21/2025

Complaint: ********
I'm rejecting this response, because it does not provide a specific answer to initial question, i.e. the reason why the products were not delivered, and what steps Amazon is taking to resolve the matter.Postal tracking shows that **** never received the merchandise, which indicates that Amazon is responsible for losing it. Therefore, I ask Amazon to provide free shipping on my next order, or the equivalent store credit as reimbursement for the shipping charge on my next order. I think that's very reasonable. Thank you.

Sincerely,

**** ********
Customer Answer
Date: 05/23/2025
Hello,
I am not asking for a refund from the business. I am asking for free shipping on my next order, due to the inconvenience caused by the non-delivery of the two orders I mentioned in my initial complaint.
Initial Complaint
Date:05/15/2025
Type:Sales and Advertising 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.
Unfairly restricted my amazon account to only ********************** purchases, I had ordered a couple energy drinks but due to no packaging protection they came damaged and I had to returnless refunds since they wouldn't let me return them.
Business Response
Date: 05/31/2025
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 5/31/2025.

Sincerely,

*******
Amazon.com
Customer Answer
Date: 06/05/2025

Complaint: 23336442

I am rejecting this response because: I had a couple returnless refunds on a couple of energy drinks that came damaged due to poor packaging. When my *** arrived its battery didn't charge past 50% and I attempted to return it only for the automated customer service to say its a returnless refund. Then amazon restricted my account to only ********************** purchases,

Sincerely,

***** *******
Business Response
Date: 06/10/2025
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated 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 6/10/2025.

Sincerely,

*******
Amazon.com

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