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

59,375 total complaints in the last 3 years.
21,732 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: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 locked since 10/29/2023, 3:00 PM. It was then closed only a few days later. To clarify, I purchased and used $180 worth of Amazon gift cards and applied them to my account on 10/28/2023 from my local CVS pharmacy to make an Amazon purchase because I have not yet set up a credit card. I placed my order. Moments later, my account was locked. They asked for gift card receipts but I could not provide any because I never hold onto receipts for purchases from any store. Since that day, Amazon has hardly tried to resolve this issue: their account specialists never contacted me and their phone operators gave contradictory answers. My Amazon account was tied directly to the email ********************** Once my account is restored, I intend to refund my pending order and use my remaining gift card balance to purchase clothing items.
Business Response
Date: 01/25/2024
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2024-01-25 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.
Nov7th,2023 Delivred: Nov13th,2023 Return shipment: Dec 15,2023 Received Shipment; Dec 20, 2023 We received the product after the Closing of the Amazon return window which is 30 days from the date of receiving the products. The Two pc original packaging was damaged. we have filed multiple time safe claims even though your seller support rep. told us that the product was returned after the closing of the return window. However, the Safe team Denied our claim without giving an appropriate answer. We would appreciate it if you resolve this issue.Thanks
Business Response
Date: 12/29/2023
Greeting from Amazon Services,

We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID *********** for more information.

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 contacted amazon.com because i had returned 3 items, and then received an email stating a reminder to return the items and that i would be charged for them. I reached out to customer service who apologized for the incorrect email as i did indeed return the items. Once a refund was promised, I asked why my return hadn't been received correctly as it took my time to reach out to customer service and correct the issue. My ticket WAS THEN TRANSFERRED and an agent demanded i upload private information, a valid govt id, in order to continue talking about MY account. My card was then charged for all three items I was told WERE returned. Amazon.com is requesting beyond personal information and will not refund me for the returned items unless I upload my ID. The items were returned! I was charged anyways!!
Business Response
Date: 12/29/2023
Hello Autumn,

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 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: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 7th Dec 2023, may you please help me to unlock? Thank you very much. Best regards, ***
Business Response
Date: 02/02/2024
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.
November 26, 2023Balance withheld-$380.00 November 26, 2023Balance withheld-$500.00 My gift card balance was wrongfully withheld without any explanation. The gift card was loaded always in 500$ values so I don't know which gift card redeemed triggered the withheld, as I have redeemed more than **************** the past 3 months. Amazon needs to inform me which gift card receipt you need. I have attached all the recipets and gift card that I bought in the past 2 months. Amazon needs to manually check carefully each gift card and confirm. I want Amazon to restore the gift card value and restore all the order history that were wrongfully suppressed for the past 6 months.
Customer Answer
Date: 12/28/2023
Hi Regarding compliant ID: ********, I forget to mention the email for my Amaozn account. The email is ************************ could you please add this informaiton to my complaint?
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 your gift cards.

We have canceled your order and voided your current gift card balance. We have taken these actions because you are attempting to use Amazon Gift Cards that are in violation of our Terms and Conditions. We cannot reissue the gift cards or reimburse you for these funds.

Please note if you purchased your Amazon Gift Card from a retailer, or obtained it from a third party, they also cannot reissue the gift cards or reimburse you for these funds.

Thank you for contacting Amazon.
Regards,
******************************
Customer Answer
Date: 01/04/2024

Complaint: 21064736

I am rejecting this response because: My accounts have faced closures, and there have been instances where my gift cards were withheld, leading to legal escalation and a lawsuit against Amazon. However, after review by an Amazon account specialist, it was confirmed that the gift cards are legitimate, and my accounts have been fully restored.See attachement.
I need to address a serious concern: despite loading more than $6,000 last time in $500 increments, there was an odd amount of $880 withheld, while the rest of the funds were accessible. This discrepancy raises questions, especially considering my prior legal actions regarding similar issues. I've made it clear to the court that any repeated occurrence will result in legal action against Amazon for fraudulent behavior and the unauthorized withholding of legitimately owned property. I genuinely hope to resolve this without further legal recourse and offer you a final opportunity to rectify the situation. It appears that previous responses from Amazon have been generic without delving deeper into my case.
One last chance for Amazon to respond, we will sor this out in court. I will not respond anymore.

Sincerely,

***************
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

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