Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,766 total complaints in the last 3 years.
22,146 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:07/17/2025
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.
Despite repeated requests for Amazon drivers to deliver my packages directly to my door, I continue to experience issues with deliveries being left in the mailroom instead. It appears drivers are ignoring the instructions, likely to avoid going upstairs. Each time Ive contacted customer serviceat least ********************************************************************************************************************* No one from that team has ever contacted me, and the problem ************ a Prime member, Im paying for delivery directly to my address. This is not the service Im receiving. Additionally, delivery instructions are not being communicated to third-party carriers like *** and ****** further complicating the ************ present, I have a large package sitting in the mailroom, and Im left trying to figure out how to get it to my door. Ive been told theres no way to have it redelivered, even though the failure lies with Amazon and its carriers for not following the delivery instructions.This situation has been very stressful. Im requesting two things:Immediate redelivery of my current package, as this is an urgent matter.A clear resolution and accountability to ensure that my delivery instructions are consistently followed moving forward.Its also concerning that some representatives have admitted theres nothing that can be done to ensure drivers follow delivery instructions, which raises serious concerns about service quality and accountability.
Business Response
Date: 07/18/2025
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 bad experience and multiple delivery issues you had with us. This is definitely not what we ever want our customers to experience with us. I've noted your feedback on the account for our team to get this checked for necessary action.

Regarding the redelivery request, I wish I could have that option, I'd have done that for you. Unfortunately we do not have that option to arrange the delivery again for that order.

Please be assured, as I escalated this issue, you will see the improvement in the future deliveries. I appreciate your understanding and patience.

Thank you for contacting Amazon.

Regards,
******** A
Amazon.com
Customer Answer
Date: 07/18/2025

Complaint: 23614113

I am rejecting this response because: An apology is not a solution. I have a 144-pound package sitting in the mailroom that I cannot retrieve. Why is redelivery not being arranged? Each time I contact Amazon, I receive the same apology without any action taken to resolve the issue. I need a concrete solution to this matter immediately.
Initial Complaint
Date:07/16/2025
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 ordered a hospital bed along with enrolling in ******* ************************** through Amazon on December 14th, 2024. Since then, we have not been able to utilize said insurance to resolve minor issues we have been having with the bed. So I tried to cancel the insurance around 3 months ago through BOTH Asurion and Amazon, but they kept bouncing me between each other. Even when I managed to get Amazon to apparently cancel the insurance subscription, I found out later that I was STILL getting charged $16.99 a month.All I want are just 2 things: Cancellation of the subscription and the refund of all subscription fees from the time of requested cancellation.
Business Response
Date: 07/17/2025
Hello ****,

I'm Himaja 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 so sorry about the issue you faced with your Asurion subscription.

I understand that you wish to cancel the subscription and get refund on the same.

To help you with this, I've successfully cancelled the subscription and issued a refund of $16.99 to your original payment method. Please give your bank 3 to 5 business days to process the refund and update your account with the same.

In this case, since the subscription was signed up with a third party, I am afraid that we do not have an option to refund the previous charges related to the subscription.

However, please rest assured that you will no longer be charged for the renewal of the subscription as I have successfully cancelled it.

For any further assistance, please feel free to contact our customer support team. To do so, go to "Amazon Customer Service":
*****************************************

I hope this information helps.

Thank you for your understanding. We hope to see you again soon.
Best regards,
Himaja
Amazon.com
Customer Answer
Date: 07/17/2025

Complaint: 23612368

I am rejecting this response because:
This was not all that I had requested. In addition to the cancellation of the subscription, I requested a refund of subscription fees starting from when the original request to cancel the subscription had been made three months ago.
I do not believe that as the company responsible for offering the insurance from Asurion, you do not possess the ability to refund the previous 2 months fees.

Sincerely,

**** Wondwosen
Initial Complaint
Date:07/12/2025
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.
On April 14, 2024, I was contacted by an Amazon supervisor via email who confirmed that a personal item of mine had been mistakenly picked up by an Amazon driver. The supervisor stated that the item had been found and would be returned to me within 30 ********** is July 12, 2025, and I still have not received the item. I have contacted Amazon multiple times by phone and email and have been repeatedly told that no tracking information is available and that there is no clear resolution timeline.This item was not part of any Amazon return it was a personal belonging that was mistakenly picked up. I have made every effort to resolve this directly with Amazon, but the lack of follow-up, documentation, and accountability has made that impossible.Desired Resolution:I am requesting that Amazon immediately return my personal item or provide compensation for the lost property. I would also like written confirmation of the status of my claim.
Business Response
Date: 07/15/2025
Hello Bria,

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 issue you had with the pickup of the item.

I understand you were supposed to return the vacuum cleaner and some thing else was picked up.

Unfortunately the item never reached Amazon and seems to be lost by **** I've tried to check the tracking and see that there is no information online on the *** website.

I would request you to please get in touch with the *** so that they can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
Customer Answer
Date: 07/15/2025

Complaint: 23592433

Reason for Rejection:

I respectfully reject this response because it inaccurately redirects responsibility to **** despite the fact that *** was not involved in the pickup or delivery of the item in question. This issue originated solely due to Amazons mistake.

To clarify:
The item was a personal belonging that was mistakenly picked up from my home when retrieving a return item.

Amazon admitted in writing (email dated April 14) that the item was in their possession and assured me that it would be returned to me within 30 days.
It is now well beyond that time frame, and Amazon has failed to provide a tracking number, delivery update, or any resolution.

Amazon initiated the pickup, assumed custody of the item, and acknowledged their responsibilitytherefore, the burden to resolve this matter remains with Amazon, not UPS.

I am seeking resolution directly from Amazon for the return of my personal property that was mistakenly taken into their possession.

**** ******
Initial Complaint
Date:07/12/2025
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.
Amazon placed my account on hold on July 10 after I placed 1 of my Prime Day orders, they asked me to verify my payment info and I submitted pictures of the gift card I used and also my Drivers license picture, shorty after that they re opened the account. I again placed my order and they put it on hold again and asked me to verify payment info. I sent the gift card pics from before, the debit card picture showing the last 4 digits of my card thats on the account and my drivers license picture again. So far they have not opened my account back and are saying its closed which is not right because I have $107 gift card balance on it.
Business Response
Date: 07/16/2025
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 7/16/2025.

Sincerely,
Amazon.com
Customer Answer
Date: 07/16/2025

Complaint: 23590284

I am rejecting this response because:

Sincerely,

*****-*** ********
Initial Complaint
Date:07/12/2025
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.
I am filing this complaint regarding a recent and unresolved issue with a product I purchased through Amazon from a third-party seller named Gemma ***** I ordered a pair of sunglasses that cost $402.62. When I received the product, it was damaged upon arrival, with a s**** missing and the frame falling apart. I returned the defective product following Amazons return policy and received an email confirming a refund. However, I was only refunded $33.05. Upon reaching out to both the seller and Amazon customer service, I was told that a restocking fee was applied by the seller; which is entirely unacceptable given that the item was received in defective condition. Amazon initially stated they would contact the seller on my behalf. Despite this, I still have not received the remaining refund, and the issue has not been resolved after multiple follow-ups. To make matters worse, I was falsely accused by the seller of having a suspicious purchase history, which I found both offensive and baseless. I have been a loyal Amazon customer and have always followed policies and procedures. I am requesting that Amazon or the seller refund me the full amount of the original purchase and that this matter be resolved immediately. This experience has been incredibly frustrating, and Im disappointed with how poorly it has been handled. I hope the BBB will assist in mediating this issue and help ensure that I receive the full refund I am rightfully owed. Desired Resolution: Full refund of the original purchase price, with no restocking fee applied due to the product being returned in defective condition.
Business Response
Date: 07/15/2025
Hello Cleanae,

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 checked and see that a full refund has already been issued for the order in the following amounts :

Jul 14, 2025 Refunded$30.62

Jul 13, 2025 Refunded $308.33

Jul 13, 2025 Refunded $30.62

Jun 24, 2025 Refunded $33.05

I hope this issue is already resolved.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
Initial Complaint
Date:07/09/2025
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.
Dear ********** I am writing here to address two issues with the products B0F896KQ9L, B0F898TDQ7, B0F8JHD2Z4, B0F898NPPT, B0F896JZVX, and B0F8985BXB, which I am trying to sell. In order to allow me to sell the products, Amazon requires something that is impossible to provide. Asking for help from the Seller Support wasnt effective, because it seems like they did not understand the problem at all (please look up the case ID ***********).The first issue is that, apparently, Amazon thinks my product should simultaneously fit the requirements of all three: Soft Baby Carrier, Sling Baby Carrier, and Frame Baby Carrier. My product is a soft baby carrier, as you can clearly see from the example photo I attached (file product example). It just physically and logically cannot fit all three ************ order for the product to be called a frame carrier, it should have a FRAME. Obviously, my product does not have that. Moreover, Frame carriers even have their own compliance requirements, which are 16 CFR Part 1230. Because my product is NOT a frame carrier, it was tested only for the requirements of the Soft Baby Carriers standard.The other issue coming out of this is that Amazon declined my CPC and test reports for the Frame Carriers requirements because the product was tested for Soft Baby Carriers. And for the Soft Baby Carriers the documents were held in Under Review status for 3 weeks already. Please, speed up the process.Please, start a separate investigation for these issues I am describing and let me sell the products under the Soft Baby Carriers category, which I have every right to sell under, according to my CPC and test ************ regards.
Business Response
Date: 07/10/2025
Hello,

We have reviewed this sellers account and engaged an internal team. They will review and contact the seller via email according to their guidelines.

Sincerely,
Amazon.com
Initial Complaint
Date:07/08/2025
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.
ordered TP-Link Tri-Band WiFi 7 BE10000 Whole Home Mesh System (Deco BE63)Order # ***-3657105-8865011 on June 17th 2025. Amazon sent me updates saying it was being delivered but it was delayed. I tried to cancel the order, but Amazon wouldn't let me saying something like "its already in transit, but delayed". I ordered a second TP-Link same model and it arrived within 24 hours. I tried to cancel the first order, but again, Amazon wouldn't allow it. Eventually the first order arrived, with obvious rough handling on the outside of the box. I promptly returned it via their returns process. They claimed a refund would be issued July 9th and that they had received it and it was in processing. Now they have pushed out the refund date to July 19th. Something is wrong with Amazon and that package. They have had my money for a month, failed to meet their own stated delivery schedule both coming and going. They need to return my money ($453.63)
Business Response
Date: 07/09/2025
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.

I've checked your issue regarding the refund for returned item from order ending with 5011.

Upon checking the details of the order, I see that the item has been returned to our return center, usually it takes ***** days for refund to process once returned to our return center.

To help you with this issue, I've made an exception and issued an advanced refund for this order for $453.63 to your original payment method. The refund will be credited to your account within 5-7 business days.

We appreciate your patience and look forward to seeing you again soon.
Initial Complaint
Date:07/08/2025
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 through Amazon with Prime shipping, which was guaranteed to arrive on June 30. The delivery was delayed to July 4 and was ultimately marked as lost. I never received the item.I contacted Amazon **************** multiple times to request a claim under the A-to-Z Guarantee, but I was denied access to file one. Agents kept saying it wasnt possible, refused to escalate the issue, and in some cases ended the chats without resolution. On the phone, I was only offered a refund and told I had to wait 35 business days. They would not allow me to speak with a supervisor or properly report the issue.Additionally, I was never given a way to contact the seller directly, nor was I provided with the AWB/tracking number to be able to trace the shipment myself. I had no visibility into where my item was or who was responsible. Later, I received a generic email stating that the A-to-Z Guarantee exists, but no further action was taken on my case.I am a paying Prime member, and I feel Amazon failed to fulfill its delivery guarantee, denied me access to protections they promote, and offered no real accountability or transparency.What Im requesting:I am requesting that Amazon:Allow me to file a formal A-to-Z Guarantee claim Provide compensation for the inconvenience and wasted time Issue an official apology or acknowledgment for the poor handling of my case A refund is not enough considering the delay, lack of transparency, and failure to follow their own policies.
Business Response
Date: 07/11/2025
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.

I am sorry about the way customer service has handled your concern. I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

I've also ensured that the associates you've mentioned are aware of this and are coached accordingly.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise again.

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 took necessary actions on the order.

$218.56 for Body Machine was refunded to your card on July 9, 2025.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

***************************************************************************************;

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:07/03/2025
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 have bought an item from Amazon order number 113-9941968-2637860 for ochenta mens cargo shorts orange-a and then I returned it back on 05/14/2025 to kohls amazon return center and the tracking from kohls the item was received by Amazon on 06/1/2025 but today 07/03/2025 Amazon retrocharged me again for the item even though it was returned to them and they received it so I contacted Amazon customer service and they refused to refund me the money that they double charged me ( Retorcharge ) ***** dollars . This is fraud from Amazon charging my card without my authorization and the item was returned back to Amazon so they should not retro charge me again for this item . I am attaching screen shots of the tracking by kohls that shows the item was returned back and received by Amazon on 06/01/2025 .this is fraud by Amazon to charge me for an item I returned back to them
Business Response
Date: 07/07/2025
Hello ***** ********,

I'm Arun 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 the complaint and understand your concern regarding the amount charged for the returned item from the order# ***-9941968-2637860.

I apologize for the inconvenience.

Upon checking, I see that the item which was charged was not in the returned package and that is the reason the system has charged the amount which was already refunded.

However, in order to resolve this issue for you, I can go ahead and refund the amount through gift card balance as there is no direct refund option to the original payment method used.

I would request you to confirm and I'll get this resolved.

I appreciate your patience and understanding in this matter.

Best regards,
Arun

Amazon.com
Initial Complaint
Date:07/02/2025
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 was offered a free support trial for 2 months. I accepted it even though I don't use it. I was billed for the free support $100 a month. I filed a complaint about the charge, and was told I would have the charges refunded at the end of the billing period. The billing period ended and I was charged anyway.
Business Response
Date: 07/09/2025
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.

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

To help you with this, I've worked with our *** team on your request. They have confirmed that have reviewed the complaint details and took necessary actions on your account and sent you email correspondence on your registered email address.

I request you to please check your inbox for the correspondence.

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

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

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