Complaints

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

close

Find a Location

Amazon.com has 113 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
• 

  Amazon

  4400 12th Street Ext West Columbia, SC 29172-3300

• 

  Amazon.com

  3680 Langley Dr Hebron, KY 41048-9135

• 

  Amazon.com

  2020 Joe B Jackson Pkwy Murfreesboro, TN 37127-7792

• 

  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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:

  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.

  After a first order was delivered to me in appalling condition and I sent it back, I had to place a second order. The second order arrived in as bad if not worse condition than the first order. I REFUSED DELIVERY, and the driver took the order back. I later learnt that the purchase was from a third party seller, but Amazon did not disclose this fact on the listing page. The listing said sold and shipped by Amazon. Then, after I refused it and demanded a refund, I was told the item came from a third party seller. I was NOT happy. I was then told that my refund would be issued today, 27 December 23. It was not issued, and after contacting Amazon customer service for the umpteenth time tonight, I was told not to expect them to process a refund until 06 January 24. That is TOO LONG! I do not have this product. It was NOT delivered into my care. THEY STILL HAVE IT, and I regardless of who was selling it, I do not have it, and my money should not be tied up for WEEKS whilst they "process the return." This is appalling. In addition, I want to mention that Amazon no longer employs the usual high quality customer service people in ***** that it once did. Now, they have customer service representatives in ****** and the *********** that are are very POORLY trained and as thick as planks! Amazon used to be one of the best companies in the world to do business and had the best of the best customer service. Sadly, this is no longer true. Order Number: 114-1221089-0233049

  Business Response

  Date: 12/29/2023

  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'd like to apologize for all the inconvenience you've had.

  On checking, I see that a refund for $677.59 is being processed. You'll see the refund on your credit card statement in the next 3-5 business days.
  
  Once processed, you'll also be able to see the refund request here:
  
  ***********************************************************************************
  
  Further, thank you for feedback on our customer support team, I'm going to forward this to the concerned team so we can provide better customer experience in future. 
  
  Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.

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

  Customer Answer

  Date: 12/29/2023

   
  Better Business Bureau:
  
  My refund is finally being processed, so I am going to close the complaint. 

  Thank you.

  
  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.

  I returned multiple items all at the same time to a whole foods location and 2 of the items are not showing as returned. I called amazon and they told me it was not dropped off and then switched up and stated that it would be marked dropped off in 2 days. I dropped everything off and made sure the employees scanned everything. They are refusing to refund me for items i returned. Order # ***-0702902-0081802

  Business Response

  Date: 12/29/2023

  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 some of the items from the order #***-0702902-0081802.
  
  Upon reviewing, I see that a return has been created on this item on December 25, 2023. Usually it would take up to 15 to 30 days for the returns to be processed and refunds to be issued.
  
  In this case, kindly wait for some more time to receive your refunds.
  
  Once the item is returned to our returns center, your refund would be processed and a refund confirmation email would be sent you to registered email address.
  
  For more details about the refunds timelines. please review the below link:
  ************************************************************************************
  
  Thank you for your understanding. We hope to see you again soon.

   

  Regards,
  
  Himaja
  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.

  Dear ***/************** account was locked on 8th Dec, may you please help me to unlcok? Thank you very much. Best regards, SOON

  Business Response

  Date: 01/23/2024

  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: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.

  First off, I signed up for the subscribe-and-save option for one unit of Whey every three months. However, Amazon messed up and sent me two unitsone arrived on 12/24, charging me $87.88, and the other is scheduled for 12/29, with a charge of $83.26. When I tried to sort out this unauthorized purchase with Amazon's online customer service, they had me bouncing between different reps, keeping me on hold for over 20 minutes. Finally, they said they can't do anything about the extra unit they sent.Secondly, the unit scheduled for 12/29 hasn't even shipped, but I can't cancel it through the system.And to top it off, their prices are way too high. ****** sells the same thing for less than half the price!

  Business Response

  Date: 12/29/2023

  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 subscription for whey  protein.
  
  I see that both the orders are shipped and the product is non returnable, unfortunately we are unable to process a refund or replacement here in this case.
  
  Thank you for your patience and understanding.
  
  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.

  Hello BBB Investigators,Im looking for Amazon to conduct an honest review of my situation. My account was suspended due to my lack of oversight. I should have kept a closer eye on the activities my staff conducted on my behalf.I investigated fully and provided Amazon with full details. I fear Amazon has not reviewed those results and or my plan to correct the problems.The errors started when I was using the Amazon Courtesy Refund Tool. This tool uses Amazon-sanctioned language to offer refunds to buyers who left critical reviews.Courtesy Refund Tool ? Amazon promotes contact between brand owners and dissatisfied buyers who leave critical product reviews.? This tool can be found in Seller Central under Brands: Customer Engagement.? *********************** template is automatically sent, and we cannot edit the message.My team took their jobs seriously. When a customer responded to the messages sent through the Amazon offered tool, they were offered a different replacement supplement that *** meet their needs better. Their desire to offer excellent service went too far and fell outside of Amazons policies.Can you help me receive a fair review of my account?Thank you,

  Business Response

  Date: 12/29/2023

  Hello,
  
  We have reviewed the seller's account and we are unable to reinstate their selling privileges.
  
  We are unable to provide information on our investigation methods.

• 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.

  My account was suddenly closed on November 22nd, and they said I complied with the Amazon.com "Conditions of Use". I'm very confused. I'm just a buyer, making purchases normally, and I didn't steal other people's card payments. Why would this violation occur? What are the terms of your website? Was it also a mistake for me to purchase the product? If you don't let me buy something, should you let me know in advance instead of rudely closing my account? I don't accept your claim that I violated your terms because I don't see which one I violated, please You tell me. And because you closed my account, I can't see the order of the goods I purchased a few days ago. I received an email showing that the order was shipped, but I can't see the shipping record because I can't log in to the account, and there is no guarantee. Whether these orders can be delivered or there is a problem, if my account must be closed, because I cannot log in to the account to contact you, and because the account is closed, your customer service cannot see the order (I have contacted you),the total should be around $4,000, so please recall all orders, and return the money to me. I dont want these products anymore. I hate your rude approach.

  Business Response

  Date: 02/01/2024

  Hello,
  
  We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2024-02-01 confirming account reinstatement.
  
  Sincerely,
  Amazon.com

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned an Apple Watch to Amazon on 11/22 it was received by their facility. I reached out customer service to confirm that the product was received as the return tracking did not reflect the information from my tracking number. I was assured the watch was received and the system would be updated. I was told it could take 2 weeks for my refund to be issued. Afterwards, I was no longer able to track my refund status as it was pulled from my account. The whole order reset and asked if I wanted to start the return, despite the item being returned. I reached out to customer service chat on 12/15 to ask about my refund status, I was then told my refund was never issued but it would be issued in the next 48 hours. This was not true, after waiting 7 days this was never refunded to my card. I contacted customer service again on 12/27 and I was once again lied to. I was told that my refund was issued and would be on my banking statement in 5 days, I was also told I would receive a confirmation email. I never received a confirmation email. I was able to find the original return email and this was the only way I could check my return status. I was able to see that a refund still has never been issued. Not only was I lied to several times by Amazons customers service, it feels as if they were waiting to see if I would notice my money was actually missing. Even their extended return policy says a refund should be issued within ************************************************************************************************ plastic. It was simply an intended Christmas gift that ended up not being needed. I purchased the item due to the extended return policy for the holidays, however if I knew it would take over a month to be issued a refund for my $300+ item I would have never made this purchase through Amazon. I am extremely disappointed in the lack of customer service and being blatantly lied to by all representatives Ive spoken with.

  Business Response

  Date: 12/29/2023

  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 of order#***-8865071-8459449
  
  I just issued a refund of $411.22 to your original payment method and it will reflect in 3-5 business days on  your account.
  
  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 being a valuable customer to **********************.
  
  Regards,
  
  *****************************.

  Customer Answer

  Date: 01/04/2024

   
  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: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 purchased airpods for someone as a christmas ***** from amazon and they were delivered the next day which is fine. After finding out the person had the airpods I requested a refund and *** came and picked up the package. The item was delivered back to amazon December 15th 2023 and It is now December 27th and I still have not recieved a refund. When I contacted them about a week ago they said they they recieved my return and it would take a week or 2 to process the refund. ( I will attatch screen shots from the email confirmation I recieved from amazon support below as well as chat logs from my previous chats )Contacting them today after its been some time they said in order for me to get a refund I have to submit my ID. I do not feel comfortable giving a company my ID for any reason and I should not have to especially after they have recieved my item already.Here is the tracking number from the *** receipt i was given when they came and picked up the item: 1Z67561Y2629470384

  Business Response

  Date: 12/29/2023

  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 return.
  
  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,
  
  *****************************.

• 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 ordered a SAFAVIEW Natural fiber Rug order # ***-6248540-1378612 for $37.68 on November 16 2023 I had to return this on December ********************** a box packed with a *** label On the Amazon app I have on my phone it stated that I would get refunded back to my amazon gift card 2 to 4 hours never happened! I called amazon and the rep told me to wait 14 days So i waited and I have called Amazon the 14th day and I was told by a Amazon rep that i had to show them a form of government ID through an email in order to get my refund back and i also got hung up on from Unprofessional Amazon reps. I called 6 times to explain my Situation on this matter that I have returned my item back and the package was Lost and Amazon fails to help a custmer with my refund. I want my refund back of $37.68 I paid for this item It didn't work out So it's my god-given right to get my money back. I do not have to show a govennent ID my personal information to Amazon just to get my money back!!!! Amazon fails to help me to put in a lost claim for my lost return package. I have called *** and i was told to call AMAZON to aware them on this Situation and I have called Amazon 10 times today the 28th and all i was told by disrespectful representatives to show a govenment ID or else i will not get any refunds back. I am at my **** end with this AMAZON company who has ever show forms of private customers information just to get a refund back. I WANT MY REFUND BACK AMAZON!! I have called and called and i get hung up on by a bunch of Amazon reps as they can not help me unless i show my personal Information. No way! I will not I am *********** get my refund back I paid for this item I return it I get my money back!! I have proof of package receipt

  Business Response

  Date: 12/29/2023

  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 your "SAFAVIEH Natural Fiber Collection Accent Rug" that was purchased on our website.
  
  I understand that you wish to get refund on the return of the above item
  
  Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.
  
  For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.
  
  Please rest assured that any information you provided is handled according to our Privacy policy. To review our Privacy Notice, go to "Amazon and Your Personal Information":
  ************************************************************************************
  
  For more details, kindly review the email sent to you by our team on December 28, 2023 at 1:23 PM (PST)
  
  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:
  *************************************************************
  
  Your order and your account will be reviewed and your identity will be verified through one of 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.
  
  You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
  *****************************************
  
  Kindly submit your identity proof to get your concern addressed.
  
  Thank you for your understanding. We hope to see you again soon.

   

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

  Customer Answer

  Date: 12/29/2023

  As reading the reply from Amazon they sound like crooks to me. I have sent the email that Amazon sent me. I need my refund back. Amazon is holding my refund hostage. I paid for this item and I am  *********** that refund back!! Nobody has to show personal info. Amazon is a retail company that buyers purchase from Amazon is NOT a bank mortgage or a car dealership. I am not sending any of my government ID I don't know who is working behind that desk!  If I buy from Amazon and return an item i  Is expect my money back that I paid for!  I reported Amazon for trying to hold my refund they owe back to me. They are trying to take customers private information!!!  Shame on you Amazon. You deserve to get reported to the BBB if you are not refunding me back for something I bought and paid for. I want my money back!

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

   

  retail

  Customer Answer

  Date: 12/29/2023

   the letter Amazon send me I ATTACHED ON HERE ABOVE

  Holding my refund hostage is unacceptable Amazon!  I bought this 2x4 rug and had to return already. They already know the return package is lost. They are aware of the tracking a d I was told I would get my refund back!!  Amazon doesn't want to give me my refund back. They play this game of if a customer returns they keep customers return money They want me to pass off my private information government ID which can get stolen also means someone can easily steal my identity and I'm screwed. Sorry BUT Amazon doesn't need customers  Government ID to get a refund back. I been a prime member for years and this company wants new rules requiring customers to send personal information through internet email just to get a refund back. NO THANKS  sounds ***** to me. Amazon is a online retail not no bank or car dealership!!  This is reasons why I'm reporting Starting to think this company is very  suspicious.  I'm reporting them to the BBB for not giving me back my refund and also trying to get my personal  information from me

  Customer Answer

  Date: 01/03/2024

  I need my refund back for ***** for my small area rug order 111624540-1378612. or else Amazon will be reported again and I will take action higher! Amazon is a bunch of thieves that want to steal customers return money. I paid for this. Why would any customer want to send a copy of government ID through the internet to a bunch of scammers waiting to steal my identity just to get my refund back!!!  NO I will not. Those **** rules  Amazon is doing is criminal!

  Nobody has to  Submit a government ID just to get your refund back that's criminal!!  No customer wants thier personal info somewhere in the dark web No way Amazon. So I  Suggest you give me back my refund Amazon  I will report Amazon again to the BBB

  Lorraine 

• 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.

  I have an auto renewing annual plan with amazon prime. This charged me $139 on December 8th, 2023. Now, 19 days AFTER I paid for an annual renewal, I was notified ads would be included in amazon videos. No information was provided to my prior to this renewal, nor any attempt made to have this change take effect after the period I already paid for prior to this change. I expect either a monthly credit to offset the additional charge that was NOT part of my annual renewal agreement, or for this to not take effect until after the current year plan I already paid for expires.

  Business Response

  Date: 12/31/2023

  Hello ****,
  
  I'm Sahitya 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.
  
  We appreciate your time in providing us with your feedback about Prime Video ads. We welcome the opinions and suggestions of our customers to improve our services.
  
  I've forwarded your feedback to the team involved in the future development of Prime Video for consideration.
  
  At this moment, a monthly credit cannot be issued to offset the upcoming additional charge, as Prime Video is only one of the many benefits that are included with your Annual Prime Membership. I do apologize about any inconvenience that this may cause. You may find more info about Prime benefits going to this next link:
  
  ************************************************************************************
  
  Thank you for choosing Amazon.
  
  Regards,
  
  Sahitya
  Amazon.com
  
  *****************************
  

  Customer Answer

  Date: 12/31/2023

   
  Complaint: 21064197
  
  I am rejecting this response because: It in no way addresses the issue. Saying it is "one of many features" in no way excuses trying to charge more after a service has been paid for. It would be like if I ordered and paid for a combo meal with a burger, fries, and a drink, and when I got to the place, they said "Oh, we charge an extra $5 for the fries now. It's only one part of the many things included in a combo meal, so we wont be doing anything to address the fact that you paid an agreed upon price for a product that you are no longer receiving."
  
  Sincerely,
  
  *******************