Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,698 total complaints in the last 3 years.
22,039 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:12/28/2023
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 notified me by by email on 2023-12-24, that they had suspended my account because they, "detected unusual activity on it". They said I should sign in and follow on-screen instructions. The instructions were to supply information verifying my payment method. I followed the instructions to the letter and supplied all the information requested.Then on 2023-12-25 they notified me by email that they had closed my account. They said, "We have closed your Amazon account because we were not able to confirm that you are authorized to use the payment method associated with your account."I tried all their customer service pages, but they all require me to log in, but they have closed my account so I can't. I then tweeted them, and the support person who responded told me to reply to the email about my account being closed. I said it was from a "no-reply" address so I couldn't reply. The support person again told me to reply to that email, so I did. I received an email back saying, "You've written to an address that does not accept incoming e-mails, but we have provided links to help answer some common questions." All the links they provided were to their help pages, which - as I have said - require me to log in, making them useless. Eventually I found a help page with a button to open a chat, and I got to chat to an associate. He asked me to wait, I waited about 20 minutes, and he asked me to wait again. I waited a few minutes and when I looked again, he had closed the chat without any answers.I don't know what to do anymore to recover my account. All my Kindle content is linked to that account and is now lost to me.
Business Response
Date: 01/23/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2024-01-23 confirming account reinstatement.
Sincerely,
****
Amazon.com
Initial Complaint
Date:12/28/2023
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 am placing a complaint against Amazon. I have seen fraudulent activity in my account for the past month. I contacted Amazon **************** at ************ on 12/28/2023. I explained my concerned to the first agent from that **************** phone number above . From the beginning when he picked up the phone he stayed silence for a while before he said something. I explained to him that I have been charge for something that I did not purchase. He put me on hold a few ********** told me that there is nothing that he can do about ****** will need to deal with my bank. I asked to speak with a supervisor or a manager. He said **** **** stayed silence on the phone for a very long time and transfer the line to another agent without telling me that he was going to transfer the call. The other agent told me that in order to transfer me to a manager or a supervisor, I will need to have an account with **********************. I told the agent that I do have an account with ********************** for a very long ******** am a Prime member as well. I gave the agent my full name & my phone number on the account. He told me that he cannot help me. He said that his shift is about to end soon, and he will hang up the line. The customer service experience that I had was extremely horrible and both agents were incompetent to help me. I was on the phone for about 2 hours & these agents refused to help me. They both stay silence on the phone and the last agent hung up the phone on me. My issue is not resolve after been on the phone for 2 hours with these agents. I hope someone in corporate complaint department will pull up the call that I had with **************** at ************ on 12/28/2023. And I hope someone in corporate complaint department will help me resolve the issue. My full name on my Amazon account is ******************************* and my phone number associated with the account is ************.
Business Response
Date: 12/30/2023
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 reviewed your complaint and apologies for the inconvenience you have experienced with unauthorized charge on your Amazon account.

As this is an unauthorized charge, we are unable to take any action in this case.

However I would request you to dispute the charge with your card issuer/bank to get the charges reverted.

If there is any other alternative, we would have surely helped.

Regards,

*****************************.
Initial Complaint
Date:12/28/2023
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.
This is regarding an order (111-6835428-7461841) I placed on Amazon.com. I returned one of the items on this order- the item being ****'s Women's 314 Shaping Straight Jeans to the *********************. On dec 4th Amazon charged me $45.51 for the jeans despite me having dropped the jeans of at a Whole Foods.I called Amazon customer service on 28th dec and spoke to two different agents between 4.15-4.55 pm. Both agents confirmed that they could track that the item has been dropped off at the Whole Foods and had been delivered to the Amazon warehouse. They said the Amazon warehouse had been unable to process it. They also mentioned that the Amazon warehouse had got the item over 30 days ago but hadnt been able to process the item likey cause they were backlogged. When I asked for a refund cause they had the item in the warehouse- they refused. They asked for a state issued ID to refund me my item despite having the item in their warehouse. I dont want to provide a govt ID to ********************** - I dont trust them with that kind of personal information on **** would like them to refund me my money when they clearly have the item as confirmed by their customer service agents.
Business Response
Date: 01/09/2024
Hello,

In addition, it looks like we have previously requested an ID from you, but the portal expired and can no longer be used. As a reminder, because we noticed abnormal activity on your account, we need your ID to verify the identity of the account holder before we can consider issuing a refund. We may also request additional information before granting your request.

You will receive an email with instructions on how to share this information with Amazon. Once you submit your information and return your item you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thanks for your understanding.
Customer Answer
Date: 01/10/2024

Complaint: 21069486

I am rejecting this response because: Please provide the rule which is making you ask me for my ID. You have the item in your possession and you are refusing to provide a refund. Please provide govt mandated rule requiring and ID or proof of transactions which make you think their is fraudulent activity. I dont want to provide my ID to **********************.

Sincerely,

*************************
Initial Complaint
Date:12/28/2023
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.
So this is a continuance to a complaint I filed . Amazon locked and closed my account. They took the gift card which I purchased with cash from 711. I have receipt. And locked it based on an assumption they made about my account being fraudulent. The account on ********************** was created the same day it got locked. I purchased a gift card because Ive had problems with Amazon in the past with my account being hacked . The item I purchased with rush delivery was a Christmas gift for a very close friend of mine . ***** because it has the last my cash, and I never got the gift .
Business Response
Date: 01/15/2024
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Useon the Amazon shopping website.
Sincerely,
****
Amazon.com
Customer Answer
Date: 01/15/2024

Complaint: 21069467

I am rejecting this response because:
I paid for a gift card at 711 with cash. How is that suspicious . When I was purchasing the item. You cancelled it, and locked my gift card. Technically you stole money from me . Now, Ive been on the phone with your customer service. Why is it that the only communication after the initial phone call is through email. And when I ask to speak to someone with more authority. They say to wait for an email. But there is no phone number for me to contact . Honestly I just want my $100 back . Paid in cash or check. I dont want a gift card, that you will lock before I can use it . I hope you realize I purchased the gift card with my last $100 at the time so I can get a gift for someone because of a special occasion . I promised them the gift, and I even expedited the shipping .. but it was cancelled with no refund. You guys made me look like s*** to someone very special to me .
Sincerely,

**********************************
Business Response
Date: 02/08/2024
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Useon the Amazon shopping website.
Sincerely,
****
Amazon.com
Initial Complaint
Date:12/28/2023
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.
They locked my account after purchasing a gift card balance to make a purchase, this is the second time they've done this despite providing info.
Business Response
Date: 01/20/2024
Hello,

We have restored your access to this account and processed any pending orders. You can track the progress of your orders in the "Your Account" section of our website.

Account Specialist
********************
******************************
Initial Complaint
Date:12/28/2023
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.
Sorry to have to resort to this, however, your **************** Team via chat provided way less than even decent customer **************************** order number: 111-6774336-7912212 The delivery driver handed my package to a random homeless person sitting on a bench outside my apartment. Said person, then ran off. So I can't get this item. Chatted with agent that said that item can be replaced tomorrow (Friday) as today is Thursday. Did the reorder - earliest *** is Saturday. They originally said 3-5 days. So still wondering how it is my fault and I have to be "punished" for your delivery agent delivering my order to a random person they met outside?Amazon.com order number: 111-8613840-3325841 Order is stuck on "Ordered" since Monday, December 25. It said would be delivered in 3 days, so on the 28th. Chatted about said order, was told that it'll arrive today. No other tracking information provided, so I seriously doubt that the order would be delivered. As of this email, you have less than 3 hours to go from Ordered to Shipped to Out for Delivery to Delivered to meet the *** posted.Since I moved inside the *************** or maybe your delivery team encountered huge turnover, the delivery services I have received have really made me question if Amazon would be a good company to purchase stuff thru, or if I should rather get a Shipt and Instacart membership as those may actually deliver my order with better service and probably cheaper based on the time I spend having to track my orders.I did call the **************** Team for ********************** and got the same responses, asked for a supervisor and was told "we don't have any".
Business Response
Date: 12/30/2023
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 reviewed your complaint and apologies for the inconvenience you have experienced with Order#***-6774336-7912212

I see that a replacement order# ***-5509643-8659466 is shipped and will be delivered to you by end of the day Saturday, December 30, 2023

unfortunately, Order ID: ******************* is cancelled and request you to reorder if you still need the product.

I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future .

Thank you for your patience and understanding.

Regards,

*****************************.
Initial Complaint
Date:12/28/2023
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.
On Dec 11th, 2023, I bought an electric bicycle from Amazon.com (Order# ***-8938931-7425868). It was supposed to be delivered within three days and it did not arrive so the notes in the order said I should contact Amazon to request a refund. The item appeared to be lost in transit and either didnt ship or the order was lost during shipping. After requesting the refund, the order was cancelled. I then spoke with Amazon customer service (Janani) through the online chat who said I could reorder the bicycle and they would honor the original price of $279.94 even though the bicycle was now listed for $599.00 plus $200 shipping for a total of $837.94 after tax. The agent also confirmed that they would cover the shipping charges. I asked multiple times and the agent confirmed that I could select to reorder and the original price would be honored.I selected order again on Dec 17th, 2023, from the original link and ordered the bicycle (Order# ***-6444518-9859432). The agent assured me that the chat transcript would be saved in my account for the next agent to see - all I needed to do was contact Amazon again once the bicycle arrives and I would receive a refund for the difference. There was no option to purchase from Amazon specifically so I used the Buy it again link within Amazon so it would use the same checkout option.On Dec 26th, 2023, the bicycle arrived. I contacted the customer service agent (******) who informed me that they could not honor the original price. He was quite condescending in his verbiage and told me that the bicycle was now sold from a third-party and they could not honor what the original agent assured me they could do. The agent confirmed that they could see what the last conversation was and what the previous agent said but that they could not do anything. I am very disappointed because I would have never bought this bicycle for this price. I was not even going to reorder it but the agent assured me that despite the additional charges, the original price would be honored. At this point I would even return it for a full refund; however, the agent told me that they could not cover the shipping charges either and so I would be out several hundred dollars for shipping costs.
Business Response
Date: 12/30/2023
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 reviewed your complaint and apologies for the inconvenience you have experienced with "Mukkpet Suburban 750W Electric Bike for Adults"

As per our policy we do not offer any price match or price adjustment as we consistently offer competitive prices on everything we carry.

But here as a one time exception, I can help you with the price difference in the form of gift card balance on your account.

I hope this helps

Thank you for being a valuable customer to **********************.

Regards,

*****************************.
Customer Answer
Date: 12/31/2023
This complaint has been resolved. A representative reached out to me directly and resolved the issue.
I am very grateful for the quick response and understanding of the representative. Thank you.
Initial Complaint
Date:12/28/2023
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 requested a refund on order number 111-8612682-3229015 today. I purchased two Pampers Swaddlers Overnights Diapers - Size 4, 104 Count, Disposable Baby Diapers, Night Time Skin Protection on November 16, 2023 and both was delivered in November 18th. When I went to opened them today, 1st one, the plastic seal on the diapers was broken. I then grabbed the 2nd box since I needed them and you can tell that the tape on top was a 2nd seal. I have pictures and a recording. I requested a refund and they asked to send pictures. I received an email stating :Hello,Thank you for contacting us regarding your order 111-8612682-3229015.Because we noticed abnormal activity on your account, we need 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.How will you verify my identity?In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:************************************************************* 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":What happens when I submit my ID document?We will review your order and your account and verify your identity through one our third-party service providers. 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.What happens if I do not submit my ID document?You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 111-8612682-3229015. Also, you will not be able to investigate this order issue further.Requesting outrageous personal information for an item I can no longer use.
Business Response
Date: 12/30/2023
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 reviewed your complaint and apologies for the inconvenience you have experienced with refund on your order.

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 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.

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

Regards,

******************************
Customer Answer
Date: 01/04/2024

Complaint: 21069361

I am rejecting this response because:
I have ordered these diapers on my account. The refund will go to my account. I am asking for a refund in the form of $89.98 in credit to use for future orders. I have attached a video of one of the 2 boxes to show that these have been opened prior. I do not feel comfortable sending my ID. I have read your Privacy Notice on all personal information that you take. My personal Information is already on my account when I opened it. No reason I need to send an ID over. If that is the case, like I responded earlier today, as per my lawyer if I send it and a day, week, months or even years from now, your system gets hack and my personal information is taken or compromised, I ****************************** I work with a large medical supplier and they have been hacked and took over 8 weeks to even get up and running and everything was taken. I limit on who I send an ID to online.
Sincerely,

*********************************************;
Initial Complaint
Date:12/28/2023
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.
The deliver guy was trash and didnt follow instructions. **************** lied to me, and said my delivery would be re-attempted today. That was a lie from the pits of h*** Amazon customer service is trash. Many of your drivers are trash. They dont read instructions and dont follow rules.I am requesting a full refund.Order Summary Items:$56.77 ************************* Free Shipping -$2.99 Total Before Tax:$56.77 Estimated Tax Collected:$1.80 Order Total $58.57 *******************************************
Business Response
Date: 01/05/2024
Hello Sacra,

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 delivery instructions weren't followed and for all the trouble you've had with the delivery of Order#112-2800091-7578617.
On checking, I see that you've reported issue with *********************** Maximum Strength Deep Pore Wash, 6 Oz" being damaged and it was replaced and as you haven't received, it was refunded. I see that a refund for $8.46 is processed on January 4, ****. Once processed, you'll also be able to see the refund request here:

***********************************************************************************
However, I see that you've requested for full refund in your complaint, if you'd like to receive full refund, could you please help us with your issue in detail. Please write back so we can review and assist you.
We appreciate your understanding and hope to seeing you soon.
I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.

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

Customer Answer
Date: 01/05/2024

Complaint: 21069342

I am rejecting this response because: I havent receive a replacement, and no refund has been posted to my account. Thank you.

Sincerely,

Sacra Durandisse
Business Response
Date: 01/10/2024
Hello Sacra,

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 either replacement or refund.
As you don't see the refund posted to your account, please contact your issuing bank for further assistance. Your bank can clarify how long it'll take them to post the refund.

If your bank has trouble locating the completed refund, please contact our Billing Specialists so they can investigate why this may be happening. You can email them directly at *****************************************. Please include:

- the order number if available

- the last 2 digits of the payment method

- the amount of the refund

- the date of the transaction

- any other information you find pertinent
I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*******
Amazon.com
***********************************
Initial Complaint
Date:12/28/2023
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 October 29, I ordered Goli vitamins from Amazon. The vitamins were delivered on October 30 with the safety seal torn. I tried to file a claim on October 31 but they said no refunds were possible. Many other reviews report the vitamins arriving with the seal broken and Amazon refusing to make a refund. This feels like a broad scam that I would like attention to be brought to.
Business Response
Date: 12/30/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. 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.

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

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