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

58,341 total complaints in the last 3 years.
21,806 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:12/19/2023
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 need to unlock my Amazon account. I have contacted amazon customer service numerous times without any resolution. Please help me resolve this issue.There is no abnormality with my account, and I have been using it normally. However, it got locked after I renewed my Prime subscription. I can prove that the email and phone number are mine, and I even use two-factor authentication. I have previously provided my credit card and transaction records to amazon. Why can't amazon help me unlock it? This is no different from being scammed. I subscribed and cannot use the service. Unlock my account quickly, or refund my money.
Business Response
Date: 01/12/2024
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 01/12/2024.
Sincerely,
***
Amazon.com
Initial Complaint
Date:12/19/2023
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 December 12, 2023 I used a gift card to order Tshirts, underwear, watch, and wallet from Amazon.com order #***-2327741-8095412. And I never received my order. And I have spoken to Amazon employees both in live chat, and on the phone. And keep being told they're going to email me, a form to fill out. For a refund or to replace the shipment. Yet they're refusing to email me, like they told me that they would. I would like my order replaced. Because it was ordered on a gift card. And I am unable to receive my money back.
Business Response
Date: 12/21/2023
Hello *******,

I'm Vishal 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 your email regarding an order placed on our website.

Upon reviewing I can see that the refund has been processed for the order and it should reflect into your account within 3-5 business days from now.

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

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:12/19/2023
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.
Amazon has received 2 items returned and in the description were given plenty of pertinent information. They have received both items, which we were under the impression we would receive our refund once items were received. This has been several weeks now that the items were received by Amazon but they are refusing to refund us our money due to suspicious activity and demanding we email them personal information (State identification) before theyll process these refunds. I find it unnecessary and unacceptable that Amazon would need such private information when its my personal account which I was verified as the account holder multiple times. I also asked when Amazon was going to inform me that they never intended to refund us which they never answered. I need BBB to help with this issue.
Business Response
Date: 12/21/2023
Hello *******,

I'm Vishal 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 your email regarding an order placed on our website.

Upon reviewing I can see that 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 submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:12/19/2023
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 16, 2022 I purchased Jakks Pacific ***** *********************** Blind Box die Cast wands the order number is 113-0005134-4676211 They charged me $17.63 for 1 and they told me I was going to get 12 not 1 when I called Amazon and asked for a refund they are refusing to refund me the price, they are demanding I return it and they wanted me to spend money on postage for the item. This is not the first time it's happened.
Business Response
Date: 12/21/2023

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 apologize for the inconvenience that you've experienced in this case.

I understand you received only 1 quantity instead of 12.

I've checked our website and as per the product details page "this is a blind and assorted box, you will receive a toy at random". You'll receive only 1 quantity of the item.

In this case, to receive refund you can return the item by using the below return link and the is no return postage charged for it:

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

Please follow the instructions listed on the mailing label page to return the item, and we'll send you an e-mail when your refund is processed. Once the carrier has received your item, it can take up to two weeks for us to receive and process your return. See our Returns pages for more details:

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

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

Regards,

*********************** A.
Initial Complaint
Date:12/19/2023
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 to Amazon the **** Cinema Line FX30 Super 35 Camera and the accessories in Oct. This was approved by Amazon, and I had to pay a restock fee. From Amazon All items must be sent by Oct 23, 2023. Which it was. Amazon is now asserting I was outside the return period even though they approved the return, emailed me the label and returned other items in the order. Amazon admits they received the camera. From Amazon: I'm sorry to hear about the return problem you've had with your Order ID: ******************* 1 x **** Cinema Line FX30 Super 35 Camera I looked into order # ***-9242718-2161059 and confirmed that you returned the product.However, they assert they did not receive the ~$100 in accessories. I did return all the items in the box. Since it was incomplete and outside of the return period, they claim they disposed of the camera for the safety of the employees This is a very convenient way to keep the merchandise and not refund properly. I did try to settle with them asking them to deduct the amount from the return for the accessories or I would purchase and the accessories and mail them in. This was declined and stated that the camera was disposed of and the return was outside the return period. All of which is false. I have contacted Amazon numerous times with no success. Amazon contradicts themselves over and over. They clearly have received the item and are not refunding the money which they should do. They are acting in a fraudulent manner. I have appealed and gotten the same results. False statements, misleading statements and contradictory information.
Business Response
Date: 12/21/2023
Hello ******,

I'm Vishal 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 your email regarding an order placed on our website.

Upon reviewing I can see that our internal team has reviewed this and below is the response from them :

" Thank you for reaching back out. After additional review, I can confirm the information provided on 11-01-2023 from Romana is correct. As discussed, we've looked into order # ***-9242718-2161059 and confirmed that you returned the product which was initiated and package left the carrier facility on Oct 20, 2023. It looks like you may have mistakenly returned the camera but without all its accessories.

We're happy to accept the return of the correct, missing, items within the time frame. We aren't able to process a refund until we receive and process the correct merchandise.

Please see the following Help page for more information about returns and refunds:

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

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, please reply to the email you received titled: Your Amazon.com returns - please read on Wednesday, November 1, 2023 at 7:07 AM (PDT). The specialist team will contact you within 3 days (72 hours) once your reply email is received."

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/21/2023
Amazon is again asserting lies. ****** is also contradicting previous statements and also lying about the return. The Amazon appeal process is a SHAM a total and complet lie. It does not really exist. If the product was disposed of then they should return the money. The correct return was sent in and recieved. This is unacceptable.
Initial Complaint
Date:12/19/2023
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.
Amazon keeps trying to take money outta my bank account and they cant find my account on **********************
Customer Answer
Date: 12/19/2023
Ive called my bank and had them block all transactions from Amazon also this is the screenshot of Amazon login
Business Response
Date: 12/26/2023
Hello April,

I am Vishal 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've reviewed your email regarding the unknown charges on your account.

Upon reviewing I could not locate the charges.

We'll need to continue this investigation over the phone. Before you contact our customer support team, please check with authorized users of your credit card.

If you've checked with others, call customer service with the following information:

- Last 4 digits of your credit card

- Date of charge

- Amount of charge

- The charge descriptor (e.g. Amazon.com AMZN.COM/BILL) listed on the statement.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

You can contact us by phone here:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
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:12/19/2023
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 purchasing Christmas items on Amazon and I added a payment method to pay for items. After checkout, I removed credit card. But in the time I was ordering items, about 5 minutes, Amazon charged me for three memberships that were on hold due to no credit card on file. The fact they immediately charged the credit without even asking if I want to continue with membership and they did it within minutes of me entering the card seems to be a very shady business practice.
Business Response
Date: 12/26/2023
Hello *******,

I am Vishal 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've reviewed your email regarding the subscriptions on your account.

Upon reviewing I could not locate the charges for the subscriptions on your account.

We'll need to continue this investigation over the phone. Before you contact our customer support team, please check with authorized users of your credit card.

If you've checked with others, call customer service with the following information:

- Last 4 digits of your credit card

- Date of charge

- Amount of charge

- The charge descriptor (e.g. Amazon.com AMZN.COM/BILL) listed on the statement.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

You can contact us by phone here:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:12/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay a monthly subscription. They just out of the blue suspended my account. No fault of mine. Suspicious activity they say. Not on my part. My Husband , separated now, was on his account. Or mine. He didnt have his password. He used my account if he wanted something. He pays more for his subscription. I just got charged his amount. *****. My subscription is ****. *** tried getting in touch with them. Sent them proof of what I last bought. It was with my health insurance extra benefit card. They locked me out. Saying my password is wrong. Ive just bought hundreds of dollars of items through them. I lost all my benefits Im paying them a month for. Like prime television. They wont let me sign in to even look at my account. Im waiting on products which are very late. They promise you a date of delivery. One is a health food drink, Boost. I need very badly. They keep making me wait. No customer service worth a dime. Its a joke on the internet.
Customer Answer
Date: 12/20/2023
They keep sending me reports with tracking numbers on when my things are suppose to arrive. But when I press on the link Im locked out of my account. They ask me questions that cant answer because I cant get into my account. Its ridiculous. Then the charge of ***** for a service I dont have but my estranged husband has ? They are all messed up. It will be 72 hours today if I get any reply from them at all. One thing I bought was through their prime and was promised before Christmas. Now I get a message that it wont be here until after Christmas. It was a special gift for a toddler. Bought only because they promised before Christmas. Ugh. They are frustrating. Bad customer service.
Customer Answer
Date: 12/20/2023
They keep sending me reports with tracking numbers on when my things are suppose to arrive. But when I press on the link Im locked out of my account. They ask me questions that cant answer because I cant get into my account. Its ridiculous. Then the charge of ***** for a service I dont have but my estranged husband has ? They are all messed up. It will be 72 hours today if I get any reply from them at all. One thing I bought was through their prime and was promised before Christmas. Now I get a message that it wont be here until after Christmas. It was a special gift for a toddler. Bought only because they promised before Christmas. Ugh. They are frustrating. Bad customer service.
Business Response
Date: 12/21/2023
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've reviewed the complaint and understand your concern regarding the issue with you being locked out of your account and losing benefits and delays on your delivery.

I apologize for the inconvenience that you've experienced in this case.

I would like to inform you that our specialist team has not restored full access to your account and processed any pending orders. You can track the progress of your orders in the "Your Account" section of our website.

I hope this confirmation helps. Have a great rest of the day!
Regards,
****************
Initial Complaint
Date:12/19/2023
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.
Aug 12, 2023 I ordered an outdoor patio cabinet at the price of $203. The day the cabinet was to be delivered we got notified it was required to be picked up from the post office due to excessive weight. Our post office refused to deliver and stated it would be returned to seller.I contacted Amazon about the situation, the first individual I spoke to fixed the issue and resent another cabinet. He states that if we got a return label to ignore it, we would not be required to return or pay for a 2nd one. Please keep in mind we never did get the first one. Later I got notice that Amazon took $203 dollars for the 2nd cabinet. I got in contact with them again and another representative also stated the money would be returned and we should not have been charged for an item we did not get. Needless to say the money was never reversed and Amazon took money that was not owed to them. Both reps stated it was noted on our account about not being responsible for the first purchased as goods and services were not received.
Business Response
Date: 12/21/2023
Hello *******,

I'm Vishal 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 recent order with us. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

We appreciate your patience and understanding.

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/21/2023

Complaint: 21030288

I am rejecting this response because:
Screenshot of the first order placed that the post office refused to deliver, stating it would be returned. This order was the one we did not get but was later charged for because it stated we had to return it. We cant return something we didnt get, and be charged for it. For the chat reps to state it was noted not once but twice about it on our account, and now it cannot be found!?! I am blown away tbh. Ive never had issues with Amazon to this caliber.

Sincerely,

*******************************
Customer Answer
Date: 12/22/2023
After the last email Amazon looked into the complaint and issued us a refund. We are happy with the response from the company.
Initial Complaint
Date:12/19/2023
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.
My subscribe and save order is finalized by the 25th of the prior month for delivery on the 3rd of the month. On the 3rd of December, The day I was supposed to RECEIVE my delivery, I was sent an email by Amazon that a majority of my items are delayed or out of stock. Needing these items on the day they were supposed to arrive, and then being notified that day, I had to go out these items myself . I attempted to cancel the orders as my needs were not being met and I was being charged. I received a message that I could not cancel. When miraculously these out of stock/delayed items arrived the day after, I asked Amazon to return them. They declined my request and told me many are non returnable, although Prime items. They refused to pick up the unopened items as well. I want my money back for items that we not delivered or expedited as promised. I tried to return these things and the company refused. They charged me anyway for all items. These are items that were needed and I was waiting for- essentials like toilet paper, paper towel, Tylenol, dog food, etc.
Customer Answer
Date: 12/20/2023
After the events pertaining to complaint #********, I discovered $18.41 was taken out of my account by ********************** for an item I returned previously. It was clear from the representatives **** responses that my account somehow was marked after my complaint about my several late subscribe and save items that I asked to return. I have a confirmation from Amazon that the item was returned, and they refused to offer explanation. The representative was nasty and repetitive and refused to provide details about why they were charging me for the earrings that were already returned in accordance with their return and refund policy. I feel that I was being targeted by Amazon for my previous complaint (********).
Business Response
Date: 12/22/2023
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.

Were sorry for any misunderstanding.

Our delivery estimates are based on item availability, the quantity ordered, and selected delivery speed. If an item isn't readily available, shipping selections may reduce shipping transit time, but won't impact how long it takes us to obtain the item or prepare it for shipment. For this reason, items were delayed in transit. Unfortunately, you won't be able to return the non returnable items. However, you can cancel the order in shipping process if it's delayed due to lack of inventory.

Sign up to receive order shipping status via text by visiting:

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

Thanks for your understanding.

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Business Response

Amazon.com is BBB Accredited.