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

58,185 total complaints in the last 3 years.
21,789 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:01/03/2024
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 refund me for items I returned . Theyre claiming the items are incorrect . Do they have propf that I mailed back the wrong items? Because I didnt they owe me for $320 in returns and theyre refusingto help
Business Response
Date: 01/04/2024
Hello,

I am ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I understand your concern regarding the refund for the order.

I request you to please help us with the order# and the registered email id on your account so that I can look into it and help you further.

Looking forward for the details.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:01/03/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is to reference to SYNCB/AMAZON.Date Opened: Dec 15, 2019 Status: Paid, Closed.I recently reviewed my credit report and noticed that there is a negative entry related to my account with your company. After careful examination, I realized that this entry pertains to an incident that occurred several years ago. Since then, I have made significant efforts to rectify the situation and ensure that all my financial commitments are met promptly.I understand that the negative entry on my credit report accurately reflects past circumstances, and I take full responsibility for any financial challenges I may have faced during that time. However, I kindly request your understanding and consideration in re-evaluating my case, taking into account the positive changes and improvements in my financial situation since then.Given that a considerable amount of time has passed since the incident, I believe that my current creditworthiness is not accurately represented by the negative entry on my credit report. As I continue to make timely payments and responsibly manage my financial obligations, I kindly request that SYNCB/AMAZON reconsider reporting this negative entry to the credit bureaus.
Business Response
Date: 01/05/2024
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 see that you've contacted regarding a charge from several years ago.
As the card is issued by *************** their *************************** is in the best position to help you.
Please contact Synchrony Bank's Amazon Store ********************* at ************** or via chat at *****************************************; click on the Chat for Help logo on the top right corner (24 hours a day, 7 days a week).

If you don't have your card number, just say "I don't have it" or something similar to reach an agent.

We hope to see you again soon.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024

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:01/03/2024
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.
Dear ***/************** account was locked since 4th JAN, may you please help to unlock? Thank you very much. Best regards, ******
Business Response
Date: 01/11/2024
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 01/03/2024.
Sincerely,
***
Amazon.com
Initial Complaint
Date:01/03/2024
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.
We purchased a product from Amazon and received it defective/broken. We initiated a return on December ********************************* its original packaging on December 15. Order #***-8918643-7978652. Tracking shows that Amazon has received the return on December 21, 2023. Upon noticing that theres no refund confirmation after 10 days, I reached out. One agent promised that refund has been processed. However, after a couple of days, I still have not received it. At this point, I reached out and spoke with a couple of agents who were then asking for a government issued ID in order to process the refund. This is unacceptable. Amazon has received the right but defective product. The package weight is about 23 lbs and rightfully so. But Amazon is refusing to issue a refund without getting our identification due to unusual activity in our account. We shop on ********************** regularly and a lot more than a regular Amazon customer probably so the return ratio is going to be high because we are shopping online and we dont see products in person and it gets shipped so anything can happen during shipping. For Amazon to hold our money hostage when they already have the product is downright FRAUD. We need Amazon to release our money.
Business Response
Date: 01/04/2024
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 sorry to hear about the issue you faced with the '9Ft 2Tier Outdoor Thatched Tiki Umbrella' purchased on our website.

I understand that you returned the above item and are looking for refund on the same

Upon reviewing, I see that a full refund worth $114.32 has been issued on January 4, **** to your original payment card. Please allow your bank 5 to 7 business days to process the same and update your account.

On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details. After receiving this confirmation e-mail, you can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

Please rest assured that your issue is now resolved

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024

Better Business Bureau:

It appears that Amazon has processed the refund today.
I would like to close the dispute/complaint.

Thank you,
*****
Initial Complaint
Date:01/03/2024
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 has the tendency to issue GIFT CARDS when making a return instead of crediting money back to original method of payment- Amazon Credit Card. Even though, I specifically request to have money back sent to my credit card, Amazon continues to ignore this and continues to issue gift card instead of honoring Credit Card. This action made by Amazon can cause for them to charge interest on the credit card. Is this an OK practice? I dont think so. To me, honestly, this is stealing.Having to be calling AMAZON every time when I make a return is time consuming.
Business Response
Date: 01/04/2024
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'm sorry to hear that you are receiving refunds to your Amazon gift card instead of your payment card on returned items.

Usually, refunds are processed automatically to the refund method that's been selected while creating the return. Further, if you haven't used your refund that's been issued to your Gift card, we shall have an option to reverse it to your payment card.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. In order to review the order details and to take any further action, we'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:01/03/2024
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.
Dear ***/************** account was locked on 4th JAN, may you please help to unlock? Thank you very much. Best regards, NG
Business Response
Date: 01/15/2024
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 1/3/2024.

Sincerely,
Amazon.com
Initial Complaint
Date:01/03/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
11/22/2023 - Amazon charged me this amount from a return in August. It has no correlation to any actual charge. I have called numerous times to get this resolved and no one will help.
Business Response
Date: 01/04/2024
Hello,

I am ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I understand your concern regarding the charges.

I request you to please help us with the amount of the charge you are referring to, a charge id (from the billing statement) and/or order# and the registered email id on your account so that I can look into it and help you further.

Looking forward for the details.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 01/11/2024
Amazon has done nothing to resolve my complaint. They sent me the wrong part. I returned that same wrong part. They won't refund my money because they said I sent them the wrong part. It is insane. I am their best customer. We get a delivery almost every day. It is so frustrating to be treated so badly.
Customer Answer
Date: 01/24/2024
How is my complaint invalid. The Amazon 3rd party seller sent me the wrong item and I returned the wrong item they sent me. Please explain.
Business Response
Date: 01/30/2024
Hello,

I am ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I understand your concern regarding the charges on your account.

As we discussed via email sent on your email id on Friday, January 26, **** at 2:04 AM (PST), since we are unable to take action on those charges, we request to please file dispute with the bank.

Thank you for your cooperation.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:01/03/2024
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.
Hi,my amazon account is ********************** I had amazon account for the past at least 10 years and bought lots of products from amazon.com. Latest purchase is Dec 22 2023.Just few days ago, around Dec 29, 2023, they sent me an email saying my account has been closed and I'm violating their code of conduct. I am using proper gift card balance to purchase on Dec 22, 2023 and nothing went wrong. They requested me to send documents to their email address and explain otherwise my account will stay closed. But after I send emails to their email address, it has been 4 days and nobody replied me, nobody explains me why my account is just closed out of nowhere. I also have Prime membership paid for yearly, if they do close my account they should also refund me the prorated amount of the prime membership.Can you please help me re-open my account? Or if they need any documents on explaining anything, can you let amazon contact me? Thanks,Meng
Customer Answer
Date: 01/16/2024
Hi,
I requested Amazon to tell me what did I violate in code of conduct but they kept sending me automatic messages without telling me any useful information, see below. Can you push them to give an update? it's been two weeks
Thanks!

Hello XiaomengWang,

Thank you for your explanation. We have reviewed the information you provided and determined that your account will remain closed. The activity in your account was found to be in violation of the Amazon.com "Conditions of Use":
******************************************************************************************************************

This decision was made after reviewing both, your account activity and the most recent information that you provided.

We may not respond to further emails about this issue.

Amazon.com
Business Response
Date: 01/26/2024
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 01/25/2024.
Sincerely,
***
Amazon.com
Customer Answer
Date: 01/29/2024

Complaint: 21094240

I am rejecting this response because it doesn't explain me what activity in my account that caused this. I am purchasing like normal and this happened suddenly.
If they cannot recover my account, they should at least refund my prime membership fee

Sincerely,

Xiaomeng ****
Initial Complaint
Date:01/03/2024
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.
Was told packages would come 12/28/23, but they came early when we told them not to and specifically selected that Thursday when wed be back in town. The pics arent even clear and they refuse a refund or even ******.
Business Response
Date: 01/05/2024
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'm sorry to hear that your packages arrived earlier than the scheduled delivery date.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. In order to review the order details and to take any further action, we'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024

Complaint: 21094153

I am rejecting this response because:
I have contacted Amazon via their chat directly and only get rejected, then disconnected or hung up on. I would like to resolve by communicating through the BBB. I just want a refund and have had to dispute through my credit card company. Completely irresponsible on amazons part.
Also, Amazon wanted me to file a false police report which is illegal and a total waste of officer ********** I have no inkling of who/what/when etc the package could have been taken, for all we know it could have been the courier. The photo I cant even tell is my home.

Sincerely,

*****************
Customer Answer
Date: 01/09/2024
Order number 112-0231138-0914627
Business Response
Date: 01/14/2024
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 hope this email finds you well. Thank you for writing back to us.

Upon reviewing the order, I see a total of 13 items marked as delivered. Could you please confirm which of the items haven't been received, so that we can assist you further with this?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
Priyanka
Amazon.com

Customer Answer
Date: 01/19/2024

Complaint: 21094153

I am rejecting this response because:

I responded via email and priyanka never replied

Sincerely,

*****************
Business Response
Date: 01/24/2024
Hello ****,

I'm ******** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

I hope this email finds you well. Thank you for writing back to us.

We were unable to locate the email confirming which items haven't yet been received. We request that you write back to us with the names of the missing items so that we can assist you further with this.

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

Regards,
********
Amazon.com
Customer Answer
Date: 01/24/2024

Complaint: 21094153

I am rejecting this response because:

I have responded multiple times. I keep getting hung up on or left on via amazons direct chat. This is incredibly frustrating. I emailed and provided this info multiple times and once to you directly.
It is the entire order 112-0231138-0914627. please see the previous chats and responses.
PLEASE give me a refund at this point.

Sincerely,

*****************
Business Response
Date: 01/26/2024
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.

Were sorry to hear that you havent received your items from order #***-XXXXXXX-XXX4627.

I see that the correct information has already been shared via email on January 3rd.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that these items haven't been delivered to you. Shipments that aren't received are inconvenient for you and costly for Amazon.

Based on our investigation and your statements, it seems that the item has been stolen by a third party and we urge you to contact your local police department to report the theft of the parcel. To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after 26-February-2024. Please ensure to get a Police Report and contact back before this time

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Thank you for your understanding.
Regards,
Priyanka
Amazon.com
*****************************
Initial Complaint
Date:01/03/2024
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.
On December 26, my account was on hold due to me using 3 gift cards I was given for the holidays to purchase stuff for myself. 3 days later I got access of the account again so I order what I was originally ordering, but then suddenly my account was on hold again. I sent them the same information I had sent them 3 days ago and on December 30, 2023 my account was closed with no explanation rather than it was necessary to close it.
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.
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 02/08/2024.
Sincerely,
***
Amazon.com
Customer Answer
Date: 02/08/2024

Complaint: 21094148

I am rejecting this response because I have showed Amazon that I do full own these gift cards. My account was given back to me the first time when I showed them evidence of my ownership. I have bought these gift cards through normal means and just wish for the options of: Returning my account or refunding the money I have spent on the gift cards. Thank you for your time.
Sincerely,

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

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