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

58,215 total complaints in the last 3 years.
21,807 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:12/20/2023
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 have unsuccessfully contacted Amazon several times during the last 2 weeks to get help disabling the 2-Step Verification feature from my account. During our last communication on 12/17/2023 I was provided an Amazon **************** email address to file a written complained. However, after sending 2 emails, see my attachment for details, I received Amazon replies a) that the request was received and someone will contact me in 6 hours, and b) that the email address is a non-response one.
Business Response
Date: 12/31/2023
Hello Raluca,

I am Aqeeb 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 see that you have set up your passkey on you Amazon account.

If you just want to delete your Amazon passkeys, you need to remove them from your Amazon Account."

"In your Amazon Account, select Edit in the Passkey section on the Login and Security page."
"Select delete on the next page to delete passkeys from your Amazon account."

Please visit this link to enable or disable Two-Step Verification:
************************************************************************************************************

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 01/01/2024

Complaint: 21035213

I am rejecting this response because, in the reply from *****@Amazon there are two topics that are covered: a) password deletion which has no bearing on my complaint of not being able to remove the 2-step verification when I log into Amazon, and b) it is suggested that I use the Amazon provided Login&Security menu to disable the 2-step verification, which, as discussed numerous times with Amazon help operators, does not work from my end.
I would think that the Amazon help operators would take notes, and these notes are available in my account file, so the operators can see the history and evolution of this complaint. However, it seems Amazon help operators, including *****, keep on giving the same basic instructions for disabling the 2-step verification that do not work from my end. It is like we start fresh every time and can't make any progress.
I have to assume that there's someone in the Amazon Help Team that would be able to help me with this issue.

Sincerely,

***************************
Business Response
Date: 03/04/2024
Hello Raluca,

I am Aqeeb 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.

Thank you for response.

We have shared the details with our internal team about the edit option in 2 Step Verification.

Thanks again you for your feedback.

We look forward to seeing you again soon.

Regards,
*****
*****************************
Initial Complaint
Date:12/20/2023
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 ordered an electrical product. When it came in I noticed that it has zero ETL information on it leaving me concerned about the safety of the product. I contacted Amazon customer service via chat. The automated bot gave me the option to refund or replace. I was them connected to a live agent. The live agent informed me that I need to send an id in order to process a refund due to abnormal activity. They are selling potentially unsafe products, taking no ownership for it and now want me to do something that is not safe for my identity in order to get my money back. I do not feel comfortable submitting my ID. I need help.
Business Response
Date: 12/25/2023
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 have reviewed your Order ID ending with ****, I can confirm that the refund has been issued on Saturday, December 23, 2023 at 8:58 AM (PST)
Refund amount : $27.42

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

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 12/26/2023

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:12/20/2023
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 purchased two dresses from Amazon and returned to a ****** dropoff. I received the refund on my CC. About one month later, I received an email saying that they had not received the item and my account would be charged again. I contacted Amazon customer service and they said to contact them if I was actually charged. I was charged and contacted them. I have proof that I dropped off the items. They reassured me that I would be refunded and have not received any refund. I was to verify my identity and they asked for my drivers license which I submitted and it was rejected saying that my **** drivers license was not issued by ****************************. I have contacted them 4 times now in the past 20 days and they are giving me the runaround saying that I need to submit my passport. This is too much personal information all because "suspicious activity" that being a request for a refund on the same two items. I am not committing fraud; I am asking for my money back as promised my the company and their "hassle free return" services.
Business Response
Date: 12/21/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order #***-7954218-6639450 regarding charge made for the items you returned.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

Please rest assured that any information you provided is handled according to our Privacy policy.

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":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team 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.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/20/2023
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 recently received my order with great excitement, as it contained a much-anticipated console. However, upon opening the sealed package, I was disappointed to discover that the console was missing, despite the presence of the manual and cable. Can you assist me? I already try to contact you through the link you provided and the agent asked me to provide a police report. they asked me to file a police report. I went to the police station right after. I explained to the police officer what had happened, and he said he couldn't open an investigation since the package had not been stolen from me. The package did not show any sign of tampering. Also, I got it directly from the driver. So, saying that I didn't receive the package would be a false police report. Please I need your help
Business Response
Date: 12/21/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order #***-7056825-5770648 regarding the item which is missing.

I understand that you didn't received the item however we can see our concern team sent to you an email on Wednesday, December 20, 2023 at 6:53 AM (PST) requesting to share the details.

As it will handle by the concern team we don't have any option to take action, I request you to go through that email and take necessary actions.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

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

Customer Answer
Date: 12/22/2023

Complaint: 21034994

I am rejecting this response because: I replied to the email that you sent me on Wednesday and sent the police report but I never received my money back.

Sincerely,

*************************
Business Response
Date: 12/29/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the Oder #***-7056825-5770648 regarding the item which is missing.

Once you shared the requested information, the team will investigate and take actions and update you regarding the status.

As it will be done by concern team we don't have direct access to check and share any details. I request you to wait for the team to complete investigate and share details.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/20/2023
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 was hacked using Amazon fire stick and is trying to cancel my subscription to prime video and it wont let me cancel it it says I dont have a cancel option to this account also want to cancel Amazon period was charged for item I didnt request or order
Business Response
Date: 12/21/2023
Hello,

I am Mahendra 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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research.

You can look up your orders online through Your Account ***********************/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************.
Initial Complaint
Date:12/20/2023
Type:Customer Service 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 was transferred to multiple departments after discussing this matter with six customer service representatives to no avail. The issue is as follows: I completed a rental car agreement with **** where I was (as a preferred Amazon customer/********************** member) to receive 20 percent of the base car fee back in the form of a gift card. An Amazon GC was associated with my account in the amount of $22.78 however the amount should be around $91. The base fee was 455. 20 percent of that is 91 dollars.RENTAL AGREEMENT NUMBER:627469076 RECEIPT Your Information Customer Name:Wizard Number:**** Worldwide Discount: Customer Status:Method of Payment: AUTH:Frequent Traveler Number:******************* ***91V AMAZON BENEFITS PREFERRED **** XX1625 03000C WN/00000234067470 NOV 21,2023@12:12PM ****************************************************************** ************
Business Response
Date: 12/21/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the gift card related issue regarding AVIS car rental.

I see that you already contact customer service team and the team informed you regarding the corporate gift card.

If the gift which you are referring to is purchases on Amazon directly or issues to your account directly we can take action.

However in this case as the gift card was offered by **** I request you to contact them directly as they can help you with complete information.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/20/2023
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 had made a a lot of orders on my account on Sunday 12/17/2023 and suddenly all the orders were gone I contacted Amazon support and they were no help I got an email stating my Amazon account was reinstated and that I would have to resubscribe to a subscription a prime which I have already paid for
Business Response
Date: 12/25/2023
Hello Christian,

I'm Aqeeb 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.

This canceled order will appear in the Canceled Orders section of Your Orders (www.amazon.com/yourorders)

You haven't been charged for it, but an authorization may be visible on your account. This should be removed according to the policies of your bank. Please contact your bank to clarify how long they hold authorizations for online orders.

We look forward to seeing you again soon.

Regards,
*****
*****************************
Initial Complaint
Date:12/20/2023
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.
Bought high chair for Christmas. Advertised as new, but came damaged. called amazon requesting either a replacement, partial refund, and or refund. Was advised that there is unusual activity on my account and they must require proof of identity via government issued identification also subject being asked for additional personal information if government issued identification wouldnt suffice. A additional customer rep advised me that, information shouldnt be asked for unless your account is proven to be inactive or locked, amazon should be complying with the return without questions on my identity, rep also confirmed that there is no unusual activity on my account.
Business Response
Date: 12/31/2023
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.

Thank you for reaching out to us.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund.

Further, as this is a returnable item, we always suggest to return it for a refund. Unfortunately, we will not be able to process a refund without a return.

I can help you with appropriate return label to return the item for a refund. Please confirm if you need a *** drop-off or pickup return to return this item.

We hope to see you again soon.
Regards,
*****
***********************************;
Initial Complaint
Date:12/20/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to file a complaint against Amazon concerning their handling of my return requests, particularly for ORDER # ***-8610397-9661012 and ORDER # ***-9714928-8063462, among potentially others. Despite complying with their initial ID requirements, ********************** has continually added more conditions, preventing me from proceeding with the returns. This has led to the wrongful retention of a significant amount of my funds.The customer service experience has been equally distressing. Representatives have repeatedly ended chat conversations when I attempted to seek explanations or ask pertinent questions. This abrupt and unprofessional behavior has left me without resolution or clear guidance.Furthermore, there is a troubling inconsistency in the information provided by different customer service agents. Each interaction yields a different answer, adding to the confusion and frustration. It appears as if there is no standard procedure being followed, and the ever-changing requirements feel both unreasonable and unfair.This entire ordeal with Amazon seems to be a clear violation of consumer rights and good business practices. I am requesting the BBB's assistance in resolving this matter and holding Amazon accountable for their opaque policies and the unprofessional conduct of their customer service team.Thank you for your support in addressing these issues.Sincerely,****
Business Response
Date: 12/21/2023
Hello Troy *****,

I'm Arun 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've reviewed the complaint and understand your concern regarding the return refund and ID verification.

I apologize for the inconvenience.

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Also, amazon takes all security-related matters very seriously and your account security is our top priority.

We have policies and security measures in place to ensure that your personal information remains secure.

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

Unfortunately, we'll not be able to take any action on it without the verification is done by the team.

However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

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

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:12/20/2023
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 placed an order on Amazon using a prepaid Mastercard that ended up being declined for not enough funds and Amazon charged my bosss Amex instead of the default payment method or gift card balance. When I tried to resolve this, I was mocked and transferred over 6 times both via phone and text chat and then called a liar because they couldnt see my payment methods. I have never been treated so poorly in my life. This is horrible customer service and also fraudulent as I was not told that card would be charged nor was I given the option to change it even though again, it was not my default payment. Im attaching proof the Amex is not my default payment.
Business Response
Date: 12/21/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order #***-3843274-3325855 regarding charge made on different card.

Based on order details, I see that the charge made on backup payment method. If you'd like to remove this card as a payment method for your account, go to the Payment Methods options in Your Account.

When you placed the order our system tried to charge the default payment card which you added, however due to the charge not went on it the backup payment method was used.

However we can see the refund for the order is processed back to the card and you can see the refund on your account within 3-5 business days.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 12/22/2023
Not only did you never attempt to use my default payment card, I just now found out that you charged the Amex ending in **** TWO more times without my authorization. Again, I did not know the Mastercard did not have enough funds and you could have easily used the gift card balance OR MY DEFAULT CARD ENDING IN ****. Your explanation does not make any sense as to why you did not charge my default card and you keep calling the Amex the backup card for some reason. I need these other charges REFUNDED to the Amex ending in ****, as I again DID NOT AUTHORIZE IT nor was I given the option to use my DEFAULT CHASE AMAZON CREDIT CARD or gift card balance. I need the $9.77 and $13.75 refunded immediately. This is fraudulent behavior and absolutely not ok. You have not resolved my issue and you have jeopardized my job. I would like this escalated to someone higher up. Absolutely not acceptable!

***********;

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