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

59,348 total complaints in the last 3 years.
21,738 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:
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.
12/11/23.$136.85.Foam mattress.I wish to return item that is still in box because upon opening 12/21/23 on my arrival to my new home I saw that the mattress was flat and I wouldn't be able to sleep on it that night; I needed an immediate mattress. Plus it was really heavy to try to get out of the box by myself and I had no one to help me so I decided to leave it in the box and contact the customer service for return. They said they will not process the return unless I give them my id due to "suspicious activity". I don't know why they need my ID but my ID does not show my current new address so if they're fearing suspicious activity my ID might only exasperate that.I don't think it's a valid point they are making because they have allowed other recent items of same price (a bed quilt) to be returned from this new address without being required to show my ID.Please have them agree to have the *** come pick up this box or I will bring it to whatever shipper they request. I do request that return shipping be free because the item was not as expected.
Business Response
Date: 01/04/2024
Hello *******,

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

I am sorry to hear about the issue you faced with the 'Full Mattress 6 inch Gel Memory Foam Mattress' purchased on our website.

Upon reviewing, I see that you've submitted your identity proofs as requested and are looking for refund on the above order. Thank you for uploading your ID.

I see that our team is still investigating/reviewing your submission. It can take up to 3 business day for us to finish our investigation.

Please contact us again after 3 days after submission. After that date, we'll be able to share the outcome of the investigation and if we need to take additional actions.

In case you have any further queries, kindly revert back to the email sent to you on January 1, **** at 12:13 AM (PST).

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/11/2024
Luckily after filing this BBB complaint and NOT sending Amazon my photo ID they emailed me with a return code and i brought box to *** store and got my refund a few days later.
Sad to see Amazon's response stating they received my ID.
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.
My amazon account has been closed in error. i have done nothing wrong and have been a loyal customer for many years they did not provide a reason for the deactivation. i had a $3400 amazon gift card balance on there that i have gotten from giveaways,friends,birthdays and they have took it from me as they have deactivated my account i believe that this was a error and they should remove the ban.
Business Response
Date: 02/09/2024
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 2/8/2024.
Sincerely,
Shiv
Amazon.com
Customer Answer
Date: 02/09/2024

Complaint: 21066694

I am rejecting this response because:
My account was ****** deactivated for no reason and you did not show a reason why it was deactivated so it is unfair I believe my account was closed in a error i think i should be unbanned
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.
I made a purchase from them on the 17th it was suppose to be delivered by the 22nd on the 28th it still hasnt been delivered and I called in ordered to get a refund. I was transferred over 20x hung up on 5x and on the phone with them over a hour still to not have received my item or refund. **************** here is very poor and very disrespectful. I want my money
Business Response
Date: 01/29/2024
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/30/2024 confirming account reinstatement.

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.
On December 10th my **** ending in **** was charged $157.42 (I cannot see how much one pair cost) for 2 pairs of boots the transaction/ Order #***-4046443-3393014 one pair I kept and the other I returned.They have removed the order and I can not get a refund for it, now they have locked me out of returning or refunding it, I have chatted several times my account, they are asking for my state ID and a utility bill to unlock the transaction. Also they have also charged me multiple times saying I have not returned 6 items around the cost of $121
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'm sorry for any inconvenience caused.

I've researched and see the account was already reinstated. I can confirm that the item was never returned. You'll receive a refund once the return is processed.

Also, please confirm the order number for which you've been charged so that I can look into this further.

Thanks for your understanding.
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.
I returned an item on 12/19/23. The tracking shows delivered to them 1Z4436412600996528 Delivered On Thursday, December 21 at 7:00 P.M.I initiated an online chat and was told to wait because it was not received. That is a lie.
Business Response
Date: 12/30/2023
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'm sorry for any inconvenience caused with our return refund process on the item returned from the order #***-3488399-2360258.

I've reviewed the details of the order and see that the item was refunded successfully on December 28, 2023 after the return has been processed at our returns center.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. You can view details of the completed refund on your Amazon.com account:

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

Further, for your reference, once the carrier has received your package, it can take up to 30 days for us to 'receive and process' your return.

I hope this information helpful. Have a great rest of the day!
Regards,

****** K
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.
Amazon Order Number: 111-4995676-6771422 Transaction date:11/27/23 Delivery date: 12/01/23 ******** **** was contacted 12/04/23. 2020 MacBook Air for $749.99 Tracking Number: ********************** Police Report was filed: 12/20/23 after Amazon requested only after I made many calls to Amazon. The dispute is that Amazon will not confirm the police report from the ******************* Amazon wants to talk to a human being to confirm the Police Report is correct. Amazon has strict procedure to talk to the Police about the report, but so does the ****************** (they send the Police report by email only) so in the meantime nothing gets resolved. I would like Amazon to look up the serial number of the Laptop I paid for (obviously I never received the computer, so I don't have access to it) and find it and return it to me if possible or get my money back.
Business Response
Date: 01/03/2024
Hello *****,

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

I am sorry to hear about the issue you faced with the 'Apple 2020 MacBook' purchased on our website.

I understand that you haven't received the item and are looking for refund on the same. Thank you for sending the reports as requested.

Upon reviewing, I see that a full refund worth $817.68 has been issued on December 28, 2023 to your original payment card. Please allow your bank 5 to 7 business days to process the same and update your account.

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

Please rest assured that your issue is now resolved

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

Regards,

Himaja
Amazon.com
*****************************
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.
My Amazon account was closed for no reason. I have made many calls and provided many required documents (Government-issued ID - Driver License, Credit card information, Billing statement); however, still got rejected with no reason. I made the last call in regards of this situation today 12/28 8:00 am and all I received was the repeating statement, "you are not allowed to have any business with Amazon." I respect the corporation but I do not think this is the fair way to treat the customer.A little bit of the background, even now I am still unsure about why my account was closed:About few weeks ago (around 12/10), I tried to purchase a Nvidia GPU **** on my Amazon account and paid with my card ending in **** as well as $500 Amazon Gift Cards obtained from the chained hotel membership points ******************** After a day or two, my account was put on hold and asked me to provide information of the card. I took a picture of my actual card with just showing the last four-digit as requested. The next response was that my account was closed. I made a call to **************** and the upload portal was opened again. This time was saying to prove the source of the gift cards so I provided the screenshot of the gift card redeemed page on the official hotel website as well as one gift card code I redeemed. Another rejection was received the next day. I made anther call and it asked me the card information. I provided the first page of the credit card billing statement (it contains name, address, credit card number, card balance but no detailed transactions). On 12/27, they sent an email to ask me to provide the information with transactions. Then, I uploaded the complete billing statement of December with all the required information inside. Still determined to close my account. I made the call today 12/28 and received useless assistance and bad attitude. Any helps would be appreciated. Thank you in advance.
Business Response
Date: 01/23/2024
Hello Davin,

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 account.

I understand that your account has been closed and you wish to get it reinstated

To help you with this, I got your account reinstated. In this case, following actions were taken on your account to protect its security:

-- Disabled the password to your account. You can no longer use the same password for your account.
-- Reversed any modifications made by the unauthorized party.
-- Canceled any pending orders.
-- Restored any gift card balance that *** have been used by the unauthorized party. It *** take 2 to 3 days for the gift card balance to be restored.
-- Disabled the Two-Step Verification in your account. Please reactivate if appropriate.

Once you regain access to your account, you *** need to:

-- Re-enter your complete payment method information the next time that you place an order.
-- Re-enter any addresses that you recently added to your account.
-- Check your subscriptions, if you have any. You *** need to update them.

Please rest assured that your issue is now resolved

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

Regards,

Himaja
Amazon.com
*****************************
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.
Amazon closed my account due to "The information you provided is insufficient to verify your payment ownership." My account was placed on hold and i submitted my payment information, but the account was still closed. I am requesting the business to reopen my account. My email is **********************
Business Response
Date: 02/01/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 02/01/2024.
Sincerely,
***
Amazon.com
Initial Complaint
Date:12/28/2023
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 am an Amazon Seller since September 2022 (My merchant token ID on ********************** is A5Z6QS9RINJHI). On Septemer 22, 2022 Amazon suspended my account Seller Account and is holding my fund in sum $13,827.02 USD (thirtheen thousand eight hundred twenty seven and $, 02 c). Since October 2023 I have resolved all the problems and had submitted more than 10 written appeals (following all applicable Amazon.com rules and recommendations) and made more than 20 phone calls but Amazon.com is very uncooperative and avoids any positive action although Ive complied to all rules, laws, guidelines and recommendations. Thus apparently Amazon.com is illegally holding my funds and refuses to reinstate my account privileges. I need BBB assistance to influence Amazon.com to calculate the balance on the moment of my account suspension and refunding my balance to me. Thank you for consideration.
Business Response
Date: 01/09/2024
Hello,

We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on January 9, ****.

Thank you,
Amazon.com Seller Performance
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.
On October 23, 2023, I ordered 2 Milorde Men's Genuine Leather Dress Belts, one in Basic Brown the other Basic Black. The Brown belt was $15,98, the Black one was $16.78. These were Christmas gifts to my son. On December 25, 2023, I contacted Amazon because they were too small and I wanted to EXCHANGE for the next size up. After chatting with agents, the first one's said I couldn't return due to them being outside the 30 day window for return. Then I finally chatted with an agent who said, "as a one-time courtesy I can return". I kept telling the agents that I wanted the belts, it wasn't a true "return", I just needed a larger size! I told them if I'd gone to a local department store I would be able to exchange, no problem. That's all I wanted to do here. Especially as these were a Christmas gift. I received the return labels to take to **** I noticed that the return price was less. I contacted another agent via chat (ended up with multiple agents) and they all said I couldn't return!! I told them, I have the email labels! Then one said that this was a restocking fee. I said I was NOT told about a restocking fee. Meanwhile, I took the belts to **** I then get emails stating that the return was refunded and it's even LESS than previous email. I have contacted Amazon chats, been "escalated" too many times to count, and they still say, "it's a restocking fee due to being past 30 day window". I've been trying to get answers as to WHY I was not told this initially and WHY the price was reduced twice! No one has been forthcoming. I am seeking $9.29 for the difference of what I paid. Here's the breakdown of what they did: Original ***************** $15.98, then $12.78, final refund $12.59. Black $16.78, then $11.05, final refund $10.88. This is shoddy way to do business, when all I wanted was an EXCHANGE for sizing. Was told they'd accept this time, and then deducted restocking fee without my knowledge.
Business Response
Date: 12/29/2023
Hello ********,

I'm Najam 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.

Im sorry to learn about the problem with your order ending in #****. It is certainly not what we expect our customers to go through.

Please rest assured that all the conversations pertaining to this query will be reviewed.

If your query wasn't handled efficiently or if any incorrect information was provided, we'll see that appropriate actions are taken to ensure our colleagues are coached accordingly.

Refunds against these items are issued correctly, after deducting any promotional credits applied and the restocking fees. Hence, were unable to issue refund against the Restocking fees.

Once again, we apologise for the inconvenience and frustration this situation has caused you.

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

Najam
Amazon.com
***********************************
Customer Answer
Date: 01/04/2024

Complaint: 21066057

I am rejecting this response because:
I was not informed at the time of acceptance of this return, that there would be a restocking fee taken off. This was misleading and you're not listening to what I'm saying. This was your error and you can certainly take off restocking fee!
Sincerely,

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

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