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

57,726 total complaints in the last 3 years.
21,768 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:01/01/2024
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.
I opened a Amazon account so that I could get the 30 days free prime membership with Amazon and the past couple of times Ive tried to open an account they have suddenly closed it due to suspicious payment activity which makes no sense. Anyways I opened this account because I had received a 100 gift card to Amazon for Christmas. Amazon put my account on hold claiming suspicious payment activity and I turned in all the required documents to resolve the issue but they still shut my account down and they took my gift card money and now I cant use my gift card. They stole from me and Ive been a great customer of theirs! And they also charged my debit card $16 when they closed the account and I didnt buy anything!
Business Response
Date: 01/18/2024
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 01/18/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 01/30/2024
I opened an account with ********************** on Christmas or the day after, because my step mom gave me a $100 Amazon gift card she bought directly from Amazon. Well I tried to sign up with the 30 day Amazon prime trail and it said I could pay with my gift card but that I still needed a debit card on file even though the debit card wouldnt be charged. So my boyfriend told me to just use his card. Well when I tried to login to my Amazon account later on that day it said my account was on hold for suspicious payment activity and they wanted some documents and even though I provided all of that they still choose to close my account but they kept the $100 from the gift card. Thats theft. My stepmom even called up there but they said theyd have to speak with me and they havent given me my money they stole my gift card money!!!

Business Response
Date: 02/10/2024
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.
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 purchased a cold air intake with a $134 **** gift card, about $79 in ********** rewards points, and allowed the remainder to be charged to my ********** credit card. I contacted Amazon through the web portal to confirm the billing was done accurately. At this time, they confirmed it was but ultimately moved the entire transaction to my credit card without my authorization. I called back the next day and was told to wait for the package to be delivered and at that time they could adjust billing. Now I am being told to send the item back and attempt to order again. I will be charged from *************** for cancelling my appointment without 24 hour notice.Amazon stated twice that they could adjust billing and is now refusing to do so without refunding the entire transaction. Amazon also reviewed the transcripts and acknowledged that I was told it could be adjusted after delivery.
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 #***-1054682-4445001 for item "AIRAID Cold Air Intake System by K&N: Increased Horsepower, Dry Synthetic Filter: Compatible with 2015-2020 **** (Mustang) AIR-455-326".

I'd like to inform you that I understand that you were promised for payment to be adjusted but the thing is it can't be and only a refund can be issued to adjust that and that would require you to return the item. This is because Amazon only allows only 2 modes of payment on an order, either a credit card and gift card or credit card and reward points or gift card and reward points but not all 3 together.

Since you've tried to use all 3, our system will automatically take the payment method which has the amount for the order in this case your chase card. I agree you were told it could be adjusted but it can't be and to compensate for this inconvenience I see that one of our agent already issued a refund worth 2 month's of prime membership.

However, we won't be able to provide any further information apart from this.

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.
I am a third-party seller on Amazon (MERCHANT TOKEN: ASSOE8TDUZ5LG). For the last 4 months, Ive been tirelessly appealing the suspension of **************** products for making prohibited disease claims. I have removed these claims from the detail pages, but the corrections I made are not taking effect because the listings are suspended, and the products can&#**;t be reinstated until the changes are implemented, so I continue to be denied reinstatement. Im stuck in a catch-22.*** asked for the assistance of many Amazon teams and provided the batch IDs of the most recent flat files that removed the claims. They were uploaded without errors, but did not make the intended edits.Batch ID ************ ASIN B09QLH16ZZ no mention of arthritis or inflammation Batch ID ************ ASIN B07HB38VX7 no mention of arthritis or inflammation There are no disease claims present on the detail pages or my products packaging after my edits take effect. This suspension should be immediately reversed, as my products and their claims are in full compliance with US law and Amazon policies now that Ive removed the prohibited claims. Can you help?
Business Response
Date: 01/13/2024
Hello
We have reviewed this **************** ASINs and require more information to complete our review. We have requested the necessary action from the seller via email on January 13, ****.
Thanks, Amazon.com Seller Performance
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.
Dear Better Business Bureau,I bought 2 bottles of Dutchman's Gold Propolis 500 mg 90 caps - 2X Concentrate on November 13, 2023 ****************************************************************************************** Price **** x 2 = ***** plus taxes.ORDER # ***-6960447-8568201 Opened one bottle - the capsules looked old - too many dark brown spots, the content of capsules is not a powder (there is just a bit) but mostly glued together in one peace.I suspected that this product is most likely expired.I looked at bottles and realized that there were suspicious paper stickers put on the product: one with a new barcode over the original barcode that is on the bottle's original sticker (please see screenshot below) and second one on the bottom with expiration date. I've never seen paper stickers with expiration date on supplements.This looked extremely suspicious.The sticker shows that product is expired on March ****, which gave me around 4 months of product life which is way too less for normal new propolis.On January 12 I attempted to a file return, but to my surprise, this item was not eligible for return even though I was inside allowed for return time window.I would expect that during purchase, there should be some red warning stating that it would not be possible to return this item. If I saw one I would never buy this from Amazon.It could be dangerous to take expired products.I wrote my review for the product and requested explanation from seller.My review is not there and seller ignored my request.I believe Amazon should explain the origin of stickers and investigate for potential fraud and provide explanation.There was not advertisement that product expired on March ****; otherwise, I would not buy at all. I believe this was false advertising hiding important details about the product.Amazon should explicitly specify expiration date for products that it sells.I believe Amazon owes me a full refund of ***** plus applicable taxes.
Business Response
Date: 01/10/2024
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 an order placed on our website.

Upon reviewing here I have now processed a refund for the order of amount $20.32 and it should reflect into your account within 3-5 business days from now.

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

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

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
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.
Issue started approximately 12/28/23 Amazon pushed for me to open a secured card with them and said I can use it immediately. I loaded a couple hundred dollars on it and it said it was ready for use and that my physical card would be in the mail in at least a week. I then try to make a purchase and got locked out of my account. I followed the steps to restore it to purchase again sadly had the same outcome. This time it asked for even more information that I dont have until the card comes in the mail so they now kicked me off of my Amazon account completely, which has credit loaded to it (money on the account) and are basically saying, there is nothing they can do. So I now cannot get to my credit which is over $200 and I cannot use the card that I put $250 on so I am now out several hundred dollars.
Business Response
Date: 01/17/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 01/09/2024 confirming account reinstatement.
Sincerely,
Shiv
Amazon.com
Initial Complaint
Date:01/01/2024
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 bought Batman Arkham Trilogy on ******** Switch on sale last week for $30.35. It was not in stock at the time. It would be shipped out whenever they have it in stock as per their policy with sale price granted. Yesterday I check and its in stock but my item is still not shipped. I ask Amazon customer service what is going on. They tell me to cancel my order and buy at full price $55 now instead to get the game. Very scammy. Why cant they ship out my item if its in stock as it says? ************ out!!! Please get my item delivered. I attached screenshots of what my order says and that the item says its IN STOCK.
Business Response
Date: 01/03/2024
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 an order placed on our website.

Upon reviewing I can see that our internal team has already reviewed this and have added $30 gift card to the account for the new order to be placed.

You can view your balance and activity here:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:01/01/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon **************** is no longer trustworthy and Ill be making substantially less purchases due to their deceptive and inherently fraudulent return process. Unfortunately theyve delegated BBB to act as their ad hoc customer service.I returned two items in the following order 111-7720725-8101044. Both have been confirmed as received. Another recent return with order number 113-1900931-2865068 also is has been received as well. Refunds are delayed now for 30 days, though can be extended till 60 days.
Customer Answer
Date: 01/03/2024

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:01/01/2024
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.
Nov 24, 2023, I received a 65 inch TCL ** via an online order from Amazon. This is a large bulky ** requiring 2 people to unbox and install in place. Upon receipt I immediately filled out the warranty registration. At the same time, I purchased ($259) an extended 2 year warranty I was led to believe included ********************** of 65 inch product. Shortly thereafter TCL indicated they would replace the set due to a bad panel. They suggested shipping the set back under the Amazon return policy. At 81 years old I wasn't capable of repacking the *** nor did I have the container to do so. They said they would offer another solution. An email soon followed, they would send the ** rather than Amazon and I should dispose of the defective tv when I received the replacement. I called to discuss the extended warranty and the replacement process. I was told it doesn't apply until the 2nd year. That was incorrect but for other reasons more or less hidden in the fine print. TCL did send a replacement. I had to pay for others to unbox and install the replacement in addition to carting the away the defective set along with a disposal fee.These companies meaning Amazon and TCL treat these plus size **'s like a pair of shoes that don't fit, just ship them back. The ** is 60 plus pounds and must be packed properly, that's an awful lot to ask of the consumer. I spoke with Amazon they said I should have called them first, now they can't help. Everyone passes the buck. TCL literature says don't return product, call them? I put a hold on the credit card until this issue gets resolved. I also canceled the extended warranty TCL doesn't honor.
Business Response
Date: 01/03/2024
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 an order placed on our website.

Here upon reviewing I can see that a chargeback request was made for this order which has been settled in favour of Amazon.

Hence we are unable to review this further for you.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024
I have to say Amazon is only the seller but as such has an interest in the outcome of this dispute. TCL did replace a defective ** but totally ignored their extended warranty which included removal and replacement. Hidden in the fine print not seen until after the fact is a clause that says this warranty only applies if the ** was originally set up by an approved installer. That is not mentioned in the manual included with the **. That shouldn't be included with merchandise sold online. I told TCL over the phone I couldn't set the ** up on my own. I needed them to honor the warranty before they shipped the **. I thought I was buying a working **, not a job if you will. It's OK to expect the consumer to dispose of defective products?
Initial Complaint
Date:01/01/2024
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.
Ordered on November 8, 2023 Order# ***-4843793-1233834 Your shipment 1Z0F26490304594910 We placed an order for 2 vanity black mirror and both items were delivered using a different tracking number. One of the item was not delivered. The *** tracking shows that item has been delivered to *********** ** and signed by Amazon on Tag.We contacted amazon customer service and provided the tracking history that shows on the *** website. The agent on the phone was very unhelpful and didn't look into the details provided. Ther have asked us to file police report in the state where item was delivered. We have filed the police report number :T23004394 but still unable to get credit back for the loss item. The cost of the item was $297 however, the amount of time and inconvenience caused by the unprofessional team members we would like to file a claim for *******
Business Response
Date: 01/02/2024
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 an order placed on our website.

Upon reviewing I could see that our internal team has reviewed this and below is the response from them :

We couldn't verify the details of the Police Report you provided. Police Credentials not authentic.

Therefore, we're unable to assist you any further in this matter. We would ask you to resolve the issues and reshare the Police Report with us.

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.

Note that we will not be able to offer support on this delivery after 15-January-2024. Please ensure to get a Police Report and contact back before this time.

I request you to please reply to the email sent by our internal team with the above requested details and they will review this further for you.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
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 bought several items from Amazon.com on November 8 and November 24, 2023. I was not happy with the items and returned them to Amazon. All items have been received by Amazon on 12/7 and 12/13/2023. I received emails from Amazon stating that "all returns complete" and "refunded." I tried to call and chat with them, about my refund, totally $247.08. First, they claimed that I had been refunded, however, my bank never received the refund; second when I called them again about the issue, they claimed that there had been suspicious activity on my account and that I have to send them my picture ID in order to receive the refund. This is not right. I pay a monthly fee to Amazon, and their service and customer are awful. This has been going since December 7, 2023. I tried calling again on 12/20 and 12/22 to no avail.
Business Response
Date: 01/02/2024
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 the orders placed on our website.

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

Here I request you to please reply to this email with the order number so that I can review this further for you.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024
All information about this order was provided to Amazon. Amazon has received the items back over a month ago. And they still refuse to refund me for the items. See attached,
Business Response
Date: 01/10/2024
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 an order placed on our website.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/11/2024

Complaint: 21081394

I am rejecting this response because: Amazon already received the returned items over a month ago. They asked me for my government issued ID and this information was forwarded to them. At this point, I have contacted the ************************ in my state and have also filed a complaint against Amazon for their unlawful practices.

Sincerely,

********************
Business Response
Date: 02/14/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding your returns.We previously issued a refund of USD ***** to your account.We have now requested the remaining refund for $186.53 to your bank account. This refund should be posted in the next 5 business days. Please contact your card issuer for support in locating this refund.

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

*****

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