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

57,972 total complaints in the last 3 years.
21,691 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:01/02/2024
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 had tried to simply exchange a defective cell phone.The "phone/text" functions work perfectly. However, the data rate was less than 2G speeds, and this is a 5G phone.I first went to my "carrier" for resolution, and after MANY days of trial and error, it was agreed that it was a physical problem with the phone itself.I contacted Amazon twice to get an even exchange, and on both calls, I was told that I first need to return the defective phone, then purchase a replacement, and that transaction can take 3 to 5 weeks depending on receipt of the phone, and condition.I understand that. But I'm on food stamps, and this phone is attached to my verification. 3 to 5 weeks without food stamps? Because of a defective phone? Unreasonable and inexcusable. I would like them to replace my phone in the interim, then I'll send this back. This phone DOES WORK, it just DOES NOT HAVE DATA which my government benefit covers
Business Response
Date: 01/02/2024
Hello,

I'm Prashanth 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 for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account ***********************/your-account).

We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:01/02/2024
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 Better Business Bureau,I am writing to express my dissatisfaction with Amazon's recent closure of my account and the subsequent unauthorized charge to my credit card. My account is ******************** On December 31, 2023, I made a purchase on Amazon for $86. The order number is 114-7720795-1480253. However, I never received the order as my account was closed shortly after the transaction.I contacted Amazon customer service to inquire about the closure and the missing order. I provided them with a supporting document of my credit card statement showing the charge from Amazon. Despite this, my account remained closed, and I was not given a clear explanation for the closure.As a result of the account closure, I am unable to log in to my account to track the order or receive any updates on its status. I am also unable to access my order history or contact the seller directly.I am deeply disappointed with Amazon's handling of this situation. I have been a loyal customer for many years and have never had any issues with my account or orders. The sudden closure of my account and the unauthorized charge have caused me significant inconvenience and financial loss.I kindly request the Better Business Bureau's assistance in resolving this matter. I would like Amazon to reopen my account immediately, provide me with the tracking information for my order, and refund the $86 charge to my credit card.Thank you for your attention to this matter. I look forward to your prompt response and resolution.Sincerely,*****************
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 01/04/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 01/26/2024
i am not satisfied the reply from amazon as they didnt solve the problem
Initial Complaint
Date:01/02/2024
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.
December 22, 2023I signed up for an Amazon subscription On December 27, 2023, when I logged in to buy goods again, they closed my Amazon account, and I provided my credit card information as required by them. They still did not restore my account and did not return the membership fee I paid to me. I went to the Amazon customer service and was told that the membership fee would not be refunded, but I did not get the Amazon membership service and the money would be given away. The customer service replied: "Yes, you can understand that, it's a pity"! So I want to complain about Amazon's hooliganism, illegal behavior. My amazon account is: ****************************************
Business Response
Date: 01/02/2024
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to your account and ********************** refund.

To help you with it, I've issued a refund $14.99 for prime subscription to your original payment mode and cancelled it to avoid any further authorizations. With regards to account closure, we are unable to take action on it.

If you wish to appeal account closure, you can respond to the email sent by our account specialist team for further review.

Thank you for your patience and understanding in this regard.

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

*********************************** *************************************
Initial Complaint
Date:01/02/2024
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.
My order was not delivered and I have contacted Amazon several times about this issue. They are claiming the package has been delivered with no photo proof of delivery and no way of me tracking the package. There is NO proof of delivery whatsoever that I can see and I am owed the money for the package that was never received. This is wrong and I will be giving a negative review about this.
Business Response
Date: 01/02/2024
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to order 113-4235672-7480215. 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.

To proceed further, kindly help us with the police report, as requested by our team, so that we can review it and help you with an outcome.

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 patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 01/02/2024

Complaint: 21082826

I am rejecting this response because: I should not have to file a police report for you guys to DO YOUR JOB correctly. As I have said multiple times there is no proof of delivery and if I do a chargeback with my bank I will win. Im going to leave Amazon and never order from here again if you guys keep giving me a hard time. Im a Amazon prime member that has ordered many items from you guys but that will stop if you guys cant even solve simple issues.

Sincerely,

*************************
Initial Complaint
Date:01/01/2024
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 9 DEC 2023, may you please help to unlock? Thank you very much. Best regards, *****
Business Response
Date: 02/02/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use ********************** Services, 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 12/08/2023.
Sincerely,
Shiv
Amazon.com
Initial Complaint
Date:01/01/2024
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 12 DEC 2023, may you please help me to unlock? Thank you very much. Best regards, ***
Business Response
Date: 01/22/2024
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 **********.
Sincerely,
****
Amazon.com
Initial Complaint
Date:01/01/2024
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.
Dear ***/************** account was locked since 28 NOV 2023, may you please help to unlock? Thank you very much. Best regards, ****
Business Response
Date: 01/15/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on January 15, **** confirming account reinstatement.
Sincerely,
****
Amazon.com
Customer Answer
Date: 01/15/2024

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,

Wee Long ****
Initial Complaint
Date:01/01/2024
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 have sent the item back and was told to fill out several reports and that my money will be back on my card 3-5 days after I have filled out the report and its still not back on my card. Now everytime I call there hanging up on me and when I do talk to someone they tell me the same thing and I still havent received my refund. I also have documents from the company promising my refund.
Customer Answer
Date: 01/02/2024
This is the video surveillance I have of sending/returning the items back with the carrier. While Amazon says that they dont have the item it cant find the item.

Business Response
Date: 01/02/2024
Hello,

I'm Prashanth 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 for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids and item name with the return tracking details. You can look up your orders online through Your Account ***********************/your-account).

We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 01/02/2024

Complaint: 21082681

I am rejecting this response because: clearly Amazon representatives can see the same thing I see on my account and thats all of the reports I have filled out along with all the promises that they have broken with me as an taxpayer. Its not right nor is it fair to me or my daughter to have to suffer without her toys for Christmas and not have our money back. Its very disgusting and like I said I would never shop with Amazon again and I advise everyone to stay away/run from this Amazon company.

Sincerely,

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

I'm Prashanth from Amazon.com.

Thank you for writing back to ** with the order details Order ID *******************.

Based on the return details updated on the order, we do not see return scans updated on the tracking. Kindly, confirm the return *** tracking IDs used for return with the scans updated as returned, so that we can review it and help you further.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 01/09/2024

Complaint: 21082681

I am rejecting this response because:they still havent gave me any refund and I have supported them with all documentation asked for

Sincerely,

*******************************
Business Response
Date: 01/11/2024
Hello,

I'm Prashanth from Amazon.com.

I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on January 10, **** for $74.45 and $51.11 total $125.56. 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.

We appreciate your time and patience in these regards.

Regards,

*********
Initial Complaint
Date:01/01/2024
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.
I returned a purchase October that had 4 sets of dog collars they came 2 in a set. They only refunded me for one set! They were in the same box. Tried calling customer service and no help at all.
Business Response
Date: 01/02/2024
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 the details for the order #***-0481146-6726665 for item "Dog Shock Collar for 2 Dogs,1800FT Dog Training Collar with Remote for 8-120lbs Small Medium Large Dogs,IP67 Waterproof Collars,Electric Dog Collar with Vibration,Beep,Safe Shock Modes".

I see that you've returned both the collars and got refunded for only 1, to fix this, I've issued a refund of $32.46 for the other collar to your original payment method.

I hope this helps! Have a great day ahead!
Regards,
****************
Initial Complaint
Date:01/01/2024
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.
Ordered on November 23, 2023 Order# ***-6169149-1627458 Email: ******************** Shipping ****************** *************************************************************************************************** Payment method **** ending in **** Item Status: Return received. Processing your refund.Return received on: Dec 10, 2023 1 x ************************* Icon Ho Ho Ho Holiday ******* ($24.37)Return received We will process your refund in 2-3 days. Once your refund is processed, it can take 2-3 business days for the refund appear in your bank account or credit card statement.RMA **************** Label (Provided by Amazon): 1ZR9Y1900318203508 Status: Delivered to Amazon December 6, 2023 11:00 PM Amazon requests my ID - which I do not have, and will not provide had I possessed one for a refund. There is nothing on their terms of service that state such is a requirement for a refund. They told me it would be refunded within 3-5 business days after receiving it - December 6 2023. Amazon now has the money, and the item (same condition received) - and hold MY money as hostage. This is theft.
Business Response
Date: 01/02/2024
Hello,

I'm Prashanth 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 inconvenience you've experienced with regards to order 112-6169149-1627458.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 01/02/2024

Complaint: 21082677

I am rejecting this response because:
1. There was no resolution. The only resolution is to RETURN MY MONEY. They refuse to do so and keep repeating the nonsense about an ID when they have their item and I dont have an ID or state ID.
This is THEFT . They are stealing my money.

Sincerely,

*************************
Customer Answer
Date: 01/02/2024
This is insanity and useless. They did not respond with anything of substance or resolution. Instead they decided to continue their theft of my money.
how can you not step in and do something about it?
Customer Answer
Date: 01/05/2024
This is a bogus site. Bbb is nothing more than a yelp review site. So disappointed. You should be ashamed.
Customer Answer
Date: 01/05/2024
This is a bogus site. Bbb is nothing more than a yelp review site. So disappointed. You should be ashamed.

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