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

57,407 total complaints in the last 3 years.
21,649 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:01/07/2024
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.
On September 20, 2023 Amazon Order ID# ******************* was placed for $8.78, On November 14, 2023 Order Id's *******************($14.51) & 111-0817615-0839427($44.09), and on November 17, 2023 Order Id's ******************* ($24.88) and 114-1631875-3251405 ($103.55) were all placed on my amazon account without my permission. I am not related to nor do I know the person the items were shipped to. I request that Amazon return the money to my credit cards ASAP
Business Response
Date: 01/09/2024
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 to know about unauthorized purchases made from your account.

As all the orders were fulfilled we're unable to take action on the orders. In this case, I'd suggest that you please reach out to your bank and dispute the charges. Further, I've reported this to the team to secure your account. I'd also suggest that you sign up for Two-Step Verification, follow the steps from this Help page:

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

We appreciate your understanding.

Regards,
*******
Amazon.com
*****************************
Initial Complaint
Date:01/07/2024
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 my **** earbuds order # ***-9814071-7357049 On my ******************* account. Late November. I am now talking to customer service due to realizing there is an issue with that return. It is claimed that the wrong item was returned when factually the correct item was returned.I prefer to be contacted through my ****************************** instead of the one on file. We need to escalate this situation and go through video footage. This is extremely serious.
Business Response
Date: 01/09/2024
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 to know you haven't received refund for the item returned.
I've reviewed the details and see that our internal team has already sent the correspondence on the issue. Please note that we are not able to take additional actions, including overriding their decisions for next steps. Ive pasted their response below for your convenience:

-------------------
Hello,

It appears we received Incorrect Item instead of the correct item, in your return of order #***-9814071-7357049.

We've disposed of this item and can't return it to you. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, please reply to the email you received on November 28, 2023 with the Subject Line "Your Amazon.com store orders" advising you of the issue with your return. The specialist team contacts you within 3 days (72 hours) once your email is received.

Thank you for understanding.

Abrar
----------------
Please follow the steps above to appeal and wait for 3 days.
In this case, we are not able to provide any further information apart from this.

We appreciate your understanding and hope to seeing you soon.

Regards,
*******
Amazon.com
*****************************

Customer Answer
Date: 01/09/2024

Complaint: 21106527

I am rejecting this response because:
I have responded to the email and they are not addressing the issue. The most recent email I got is this and they are not providing a way to come up with a solution.
Thank you for writing to us. Your comments and suggestions will help us improve our store and offer better service to our customers. We contacted you so we could better understand the activity on your account, and learn how to improve your shopping experience. If you have any order or account related concerns, please contact our **************** team via the link below: **********************/contact-us I understand that you would like to escalate this, however, all Amazon account specialists are trained to find the best possible resolutions for our customers' issues. Your feedback will help us improve our business and it will be considered in Amazons effort to continually improve our service to customers. Sincerely, Thank you for contacting Amazon
Best regards,
*********************
So what's the next step. I have responded to the email you mentioned twice and no one has addressed the issue

Sincerely,

*************************
Initial Complaint
Date:01/07/2024
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 recently purchased a $20 gift card on Amazon using a prepaid Mastercard. The order appeared to be created successfully. However, shortly thereafter, I received a notice stating that my account had been suspended. They requested that I provide the card statement or gift card I should have received as proof of card ownership.Upon checking my email for the gift card, I found nothing. Furthermore, when I accessed the prepaid card panel, there were no transaction statements related to the payment. In response, I took a screenshot of the card details and other billing information to upload as evidence. I also explained that the payment was not processed entirely, thus I was unable to provide any billing records for the gift card.After waiting nearly 12 hours for a review, I finally received a reply stating that my account has been closed...That is so ridiculous.
Business Response
Date: 02/08/2024
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 1/5/2024.
Sincerely,
Shiv
Amazon.com
Initial Complaint
Date:01/07/2024
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 recently purchased a item as a Christmas Gift for my wife from Amazon for ****** they were seat covers for a 2022 ****** Corolla Hatchback. The ad clearly states the covers are a perfect fit for 2019 to 2023 ****** Corolla Hatchback. When we went to install the covers the instructions clearly show them being installed into a truck. The seat covers were way too large for the vehicle and absolutely no way to install them into the rear seats at all. I contacted Amazon and they said they would reach out to the seller to contact me. The seller never contacted me. I contacted Amazon again and they reached out to the seller again this time the seller contacted Amazon, not me and had Amazon forward me a return label that had nothing on it but a address no postage paid, and a note asking to send the seller photos and the tracking. Even if I wanted to I could not do this due to the seller not supplying any contact information. I contacted Amazon again and was told since the product description didn't match the product I received I was not liable for return shipping and they would contact the seller again for a postage paid shipping label. 2 days went by and still nothing. I contacted Amazon again and was told that I had to pay the return shipping, I am not paying ***** to return these. The ad is false and after reviewing the reviews on the company I see I am definitely not the only one dealing with this issue for the same company. Yet Amazon continues to leave the ad up and continues to allow the seller to sell it's incorrectly advertised products. Since I received what would be considered an incorrect item I am not liable to pay return shipping based on Amazon policy. Which I was also told by a supervisor. Amazon doesn't have any ** based support, every time I have contacted them I get connected to *************** and they refuse to transfer me to any ** based support. If Amazon doesn't right this wrong. I will gladly close my account and cancel my ********************** membership. I
Business Response
Date: 01/09/2024
Hello,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the defective item "Iceleather Car Seat Covers for ****** Corolla Hatchback 2019-2023,Waterproof Soft Breathable PU Leather Seat Cover with Storage Pockets".
Upon checking I see that the refund of $184.63 has been issued to your original payment method on January 6, ****. Since the order was paid for by gift card, the refund was processed to the same payment method.

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

Thank you for your patience and understanding.
Regards,
Pratap

Customer Answer
Date: 01/09/2024

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:01/07/2024
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 items from amazon.com on the 1st of January having paid the Prime membership fee for faster free delivery two of the items that I ordered were boxes of cat litter and while the boxes of cat litter were out for delivery today Friday January 5th 2 hours after they were already out for delivery I was informed that there was an issue the packages were damaged and could not be delivered so I called Amazon to get a refund for the items that I was not going to receive 6 hours on the phone talking to 11 different people I got ******************************** when they could even start processing a refund I had 11 people tell me 11 different dates of when they might be able to start processing the refund for the items that they damaged and was not going to be able to deliver to me that I had already paid for and they already had the money for I spent 6 hours of my time on the phone to be lied to by 11 people I asked the same question about the same thing to 11 different people and I got 11 different answers and 10 of those answers were no we cannot refund you for quite some time they gave me different dates or said 3 to 5 business days after the shipper receives the items back that Amazon damaged while out for delivery already 5 days after I ordered it and then I was going to have to wait three to five business days maybe even more for my refund to hit my account for items that I purchased on the first of January with the Prime membership to be delivered no later than the 5th of January now it was going to be sometime by the 12th of January before they could even start processing a refund for the items they damaged and they know I wasn't going to get because they were sending them back to the shipper after they IE Amazon damage them. Now if you take money for an item with the promise to deliver that item to the person and you do not deliver that item to the person you damage that item and do not deliver it and do not give them a refund isn't that a scam?
Business Response
Date: 01/08/2024
Hello,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us that you did not receive your items "2 x Fresh Step Clumping Cat Litter with Febreze, 14 lbs, Extreme Mountain Spring Scent" and "TEMPTATIONS Classic Crunchy and Soft Cat Treats Blissful Catnip Flavor, 16 oz. Tub", and regarding your experience with our customer service team.

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

Upon checking I see that the refund of $24.59 has been issued to your original payment method on January 7, **** and $7.49 to your gift card balance on January 5, **** for the above mentioned items. Gift card refund are processed in 2-4 hours and bank account refunds are processed in 3-5 business days. You can view details of the completed refund on your Amazon.com account: **********************************************************************************

Thank you for your patience and understanding.
Regards,
Pratap
Initial Complaint
Date:01/07/2024
Type:Order 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 just want to file a complaint with regards to a package with I haven't received. Apparently it was stolen. I filed a police incident report in our local police department. Paid 34CAD and obtained a copy. A copy was submitted to Amazon. But apparently Amazon does not validated the police report and wanted me to obtain and pay another police report. I am asking your assistance so I will not be continuing to pay the item that I haven't received.Attached herewith is a copy of the police report which I send to Amazon.Hope you could help me.Thank you very much.*****************************
Customer Answer
Date: 01/07/2024
Good evening:
Thank very much for the reply. Just few hours ago. My complaint have been resolved. Charges have been refunded. Again thank you very much.
******************************

Business Response
Date: 01/09/2024
Hello *******,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the package that you have not received.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 01/09/2024

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,

*****************************
Note: Received an e-mail from amazon regarding the issue. Issue has been resolved. No further complaints. Amazon order had been refunded.
Again. BBB and Amazon thank you very much.

*****************************
Initial Complaint
Date:01/07/2024
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.
My Amazon account was hacked on January 2, ****.On January5, **** I received an email telling me my password to Amazon was successfully changed. I immediately called Amazon to notify them I did not request the change.One representative disconnected me without assisting me in changing the password to my password. I called back, the second representative disconnected me. I continued to call the number and each time someone would pick up and immediately hang up.
Business Response
Date: 01/09/2024
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the issue related to your account.

Based on account details, on Saturday, January 6, **** at 12:40 AM (PST) our concern team sent you an email with details and information to reach out to the team.

I request you to go through that email and help the team with the security verification questions so that they can check and help you with the options.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 01/09/2024
In response to that email I did call. I spoke with 2 separate representatives who both disconnected me.
I kept calling and the phone would pick up and immediately disconnect.
please provide a contact and number of someone who is trained to help.
the numbers that were provided gave no assistance.
Business Response
Date: 01/30/2024
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the issue related to your account.

As mentioned, you can follow up the email which are sent from our team. As they can only take action on it or you can contact **************** and ask to be transferred to the ************************* for help.

Customers in *****************: ************** Customers in ******: **************
****************************************

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:01/05/2024
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.
Amazon is refusing to provide a refund for a return. They are requiring me provide id in order to issue the refund. I find that against policy and not apart of the user agreement
Business Response
Date: 01/09/2024
Hello ******,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the refund for the returned item.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 01/09/2024
The order number is
112-5217414-8545042
the case arrived and was never able to be opened. I returned and requested refund. I was told I will only receive refund if I give id. I find that concerning and discriminating.
Business Response
Date: 02/06/2024
Hello,

We have denied the customers request for a refund on Order ID: ******************* as customer raised a chargeback dispute on this order with their card issuer and the dispute is settled in customer's favor by their card issuer after thorough investigation.
Customer's card issuer has debited ********************** for the disputed amount of USD ****** and should have credited customer by now.
Kindly request customer to reach out to their card issuer for more information with regards to this refund.

Sincerely,
******
Amazon.com
Initial Complaint
Date:01/05/2024
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 just wanted to buy a birthday present for my friend who is far away in *******, I think Amazon is trustworthy and I am also using Amazon for the first time. But the user experience for me is not good, and I've been banned from my account too many times. I've verified it many times, but it still doesn't work. This year she spent her birthday alone. I hope that my gift will reach the other side of the globe and bring her joy. My credit card limit is fully sufficient to pay and my identity is very legitimate. I'm already fully cooperating with the upload but this time my account was closed, I don't understand, I just topped up my gift card with $55, although it's not a lot, but this behavior makes me very angry. Verifying the credit card, it costs two fees, which is also something I don't understand. I think Amazon is a big international company, but my shopping experience is very, very, very poor!!My demands: 1. Unblock my account 2. Return my money My Amazon account: ************************* My order number: 114-8470152-3093016 Date: January 5,2024 Amount: $55 Please bbb help me with this issue, thank you very much.Your faithful friend
Business Response
Date: 01/18/2024
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.
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 01/05/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:01/05/2024
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.
Recently Amazon.com website workers blocked access to my Amazon account for no apparent reason. They sent me a strange email citing "unusual activity" on my account, and as a result they had blocked access and placed a "hold" on my account **********. This was pending review of additional ID documents and credit card statements. They pretend they don't know who you are, and that you might be trying to defraud them by impersonating the real card holder. That's the routine. There was no so-called unusual activity, no unusual spending, so they lied in order to use that as a pretext to close my account. I sent them a copy of a credit card statement, which to me is an extremely strange demand from a retailer, online or otherwise. An Amazon employee sent me a message back written in a hostile tone demanding that I send them more ID and a copy of my credit card front and back. I did check to see that the emails were originating with Amazon. The next day they sent me a **** email informing me that Amazon has closed my account **********. The unfriendly individual sending the email doesn't identify himself and is probably male. It's cowardly the way these people hide behind anonymous emails with no usable return address, and the nasty web pages they display online when you try to log in: "information you submitted ... was insufficient to remove the hold on your account." Blatant lies. I've spent thousands of dollars over the years with Amazon.com starting with book purchases. They know or should know exactly who I am, my card numbers, and where I live. Why they closed the account remains anybody's guess. I don't owe money to Amazon or anybody else. Amazon should apologize and reopen my account. RB
Business Response
Date: 02/24/2024
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 your Amazon account.

Upon reviewing I can see and confirm that the account is now in active state and you can proceed with accessing the account now.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 03/01/2024

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,

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

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