Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,651 total complaints in the last 3 years.
22,070 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:12/16/2023
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 was accused of placing orders for my own products or purchasing products in order to receive compensation directly from the Sellers. This is a mistake and my account needs to be reinstated. I purchased the items for my employees to use and as Christmas gifts. Why is my account closed for such a thing? Please reinstate me immediately as this account have multiple years of orders. I dont have any connection to the seller nor am I selling that product.
Business Response
Date: 12/20/2023
Hello ***,
I'm ***** from Amazon.com.
No selling account linked to ******************** We request you to please re-check and provide us the correct email address associated with the account in question.
Initial Complaint
Date:12/16/2023
Type:Billing 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.
On November 13, 2023, Amazon closed my account, with no warning. Amazon claimed that my account was linked to another account that violated the Conditions of Use. This is false. I don't order from Amazon often, so I didn't find out that my account had been closed until December 14, 2023, when I tried to order Christmas gifts. On December 14, 2023, when I asked about my account being closed and stated that I believed it was an error. On December 14, 2023, Amazon then claimed that my account had consistently asked for refunds. This is also false. On December 15, 2023, I asked for proof and stated again that I believed that this was an error. On December 15, 2023, Amazon's latest response stated again that my account was linked with another account, that ********************** closed, that violated the Conditions of Use. Amazon also stated that they may not respond to further emails about this issue. So, Amazon closed my account for false reasons and is now refusing to even talk to me or provide their evidence showing what was done that violated their Conditions of Use.
Customer Answer
Date: 12/17/2023
This issue has been resolved. Thank you for your help. Attached is the email from Amazon stating that my account being closed was an error, and my account is now accessible again.
Initial Complaint
Date:12/16/2023
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.
About 4 weeks ago I all of a sudden could not log into my Amazon account. I hit "forgot password" and got 2 step verification, where I was supposed to get an email with a code to enter. I never got the email despite requesting it a few more times. The email did not go to another folder or junk mail.I called Amazon customer service. They said someone would contact me in 24 to 48 hrs, it never happened. I called back the next week and was told my account was compromised and information changed, etc. And was told it had been escalated to the fraud department and someone would contact me in 24 to 48 hrs, and it never happened. I've called five times now with no luck. I pay a prime membership of over a $100 a year for their services and no one can tell me much of anything. I just want my account back.
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 your BBB complaint and I'm sorry to learn you're having trouble accessing your account. I'll escalate this matter to our accounts specialist team internally and request them to contact you via phone for account recovery. I request you to please help us with the following -

Preferred Contact Number -

Best time to call -

Preferred Contact Language -

Customer name -

Customer email address -

We look forward to hearing from you soon.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 01/03/2024
Your emails did not go to my inbox, they went to some other folder. I had to do a search to find them. Not sure how this happened as nothing important ever goes anywhere but my inbox. So the issue has not been resolved. Complaint #********
Information requested from Amazon:
Preferred Contact Number - ************

Best time to call - any time of day, leave a message if no answer

Preferred Contact Language - English

Customer name - *****************************

Customer email address - **********************
Thank You
****

Business Response
Date: 01/16/2024
Hello,

We have reviewed the customers buyer account and cleared the unauthorized activity from the account.

We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 1/16/2024.

For more information on our privacy policy, the customer can search for Privacy Notice on the Amazon shopping website.

Sincerely,
Amazon.com
Customer Answer
Date: 01/19/2024

Complaint: 21013856

I am rejecting this response because: I received no email to **********************. Amazon has not been able to send me an email for 2 months, which is when this issue started. I have searched every folder in Outlook it might have went too and I never got it. They need to check that the email is correct on their end.

Sincerely,

*****************************
Business Response
Date: 02/01/2024
Hello *****************************,

I'm Meraj 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 BBB complaint and I'm sorry to learn you're having trouble accessing your account. I already escalated this issue to our accounts specialist team and they've informed me, in fact, confirmed me that they sent password reset email to your email address.

We request you to please check spam folder or if you may have blocked Amazon by any chance.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 02/01/2024

Complaint: 21013856

I am rejecting this response because: I've searched all the folders several times and there are no emails from Amazon after 11/15/2023 which was a your package has shipped email. The account lockout started right after this and took 2 1/2 months to get where we are. I have tried to reset my password on the website more than once, including in the last few minutes, but I never get an email with the code. It could be blocked somewhere, but I have never blocked any email address. I was told by someone in customer service on one occasion when I called that my information, including email address was changed when my account was hacked and that is why I was never getting emails then. I'm not convinced my account has been fixed.

Sincerely,

*****************************
Business Response
Date: 02/03/2024
Hello,

I am Naveen from Amazon.com writing behalf of *****. 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.

Upon checking, We see that account with email address provided in your compliant is the same ID in which the account is active, We have the send the reset password email again.

We request you to please check recheck your email. I refer you to check the email sent on: Saturday, February 3, **** at 10:00 AM (PST) with subject: Amazon password assistance.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 02/03/2024

Complaint: 21013856

I am rejecting this response because: The email did not come through just like all Amazon emails for the last two and a half months. It's apparently blocked somewhere, but I can't see that it's on my end. Maybe my ISP? Continuing to send me emails is not the solution. Finding out why I'm not getting them is.

Sincerely,

*****************************
Business Response
Date: 02/07/2024
Hello *****************************,
We request you to please contact ***** Service Provider to get support on this issue.
Thanks!
Customer Answer
Date: 02/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:12/16/2023
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.
Requested a refund and theyre refusing to give me one unless I give them my ID due to suspicious activity but also wont tell me what activity theyre referring to. I can still purchase things on my account. This seems like a giant scam. I just want my refund.
Business Response
Date: 12/19/2023

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 understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

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.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/16/2023
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.
Starting 12/6/23, acct messed up. Money taken from my debit and my CC AND multiple pkgs sent to me. I did NOT order, do NOT want. About 25 calls to Amazon, daily. Keeps saying can't find my acct. Has asked me over and over for the "correct" email. Keep saying can't open my acct. Meanwhile, pkgs are piling up, nobody tells me how to return. Nobody has stopped issue at A. I have had to block all my credit cards and debit. My checking acct is still overdrawn. There is a Fraud # assigned at my bank, at the credit card *** and at Amazon. Issue started **** and as of today, pkgs still coming to me that I did not order. We are Seniors, have nobody else in our house and my husband does not even know how to order anything online. I want (a) my $ back my bank acct, (2) the ordering to stop (3) a way to get this mess of pkgs back to Amazon and (4) a document confirming all this has been done and I want NO acct at ********************** ever again!!! It's sad to have my SS $ taken right here at Christmas and all I did was stay home and mind my own business. More importantly, there has to be a way to look at my acct and backtrack how and order came in, from who, etc. and hold THAT person accountable. So far, the only person having any concerns about this, is me. And... somebody has to be providing info for payment on these pkgs coming to my house, addressed to me that ****I DID NOT order and DO NOT want. These pkgs are everything from a smart watch to an RV cover to lithium batteries. No clue what else. For goodness sakes can SOMEBODY help with this. I have exhausted all efforts.
Business Response
Date: 12/19/2023
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 unknown charges which are happening on your account.

Due to security reason we can't get complete access to your payment methods. However if you can help us with the charges we can cross check and confirm.

I request you to reply to this with the details regarding the charges made on your account.

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

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/16/2023
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.
Ordered an extension ladder from Amazon. com on Oct. 24, 2023. When received it was damaged and broke. Sent it back on Nov. 3, 2023. They got the ladder back on Nov. 10, 2023. It was recorded in my account that I would get my refund by Dec. 3, 2023. And still have not received my refund. Have tried to call several times with no luck. They said they needed proof of identity and in trying to do so and going to the link they sent it said no request for proof of identity was found.
Business Response
Date: 12/19/2023
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 understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

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.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/19/2023

Complaint: 21013798

I am rejecting this response because: We are unable to send proof of IDENTITY. Went to the link that was provided by the company but got the message that there was no ID request. Or when trying again the link was broken and said that the site could not be found. All we want is our money refunded. We purchased quite a few items on the order with the ladder and I realize that my account doesn't order a lot of things but all the charges made on October 24th, 2023 are legitimate charges made by me.

Sincerely,

***********************
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've reviewed your BBB complaint and I'm sorry to learn you did not receive refund for the LANBITOU Ladder, that you returned from your order.

Without any further delay, I've issued full refund of $339.83. This should be credited to your original payment card within 3-5 business days.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/16/2023
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 have no way to contact HR and i was written a bad payroll check dated for 9/17/2021 when it should be 9/17/2023.how am i to contact them if no info is given to the pucblic?this was given after i was let go and had no access to my account.
Business Response
Date: 12/19/2023
Hello *****************************,
I'm ***** from Amazon.com.
Please get in touch with our ************************ for this by calling **************.
Initial Complaint
Date:12/16/2023
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.
Date of Transaction: 11/20/23 Date of Return:12/3/23 Amount Paid: $104.00 The business was supposed to send me a refund, the other items I returned the same day as I did these items I received a refund for, but they did not refund me for these items since December 3,2023. The business is not resolving my problem and not refunding me my money. Amazon is requesting outrageous private information from me just to get my refund. This is absolutely absurd and unheard of. If I returned the items cause they do not fit me and they received them but are holding my refund that is ridiculous. Original Order Number: 113-1444361-6130625 Tracking Number: Should be this one (DHkpc dwRRMA) but could be any in the picture provided no way of telling.
Business Response
Date: 12/19/2023

**************************************,

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 understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

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.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased pants from amazon and received the wrong pants so after returning it i still havent received my refund. when i called amazon to ask why i still hadnt been refunded, i was asked by customer service to share my government id if i want to receive my refund. this is very odd and has never happened even though ive been using amazon for many years. after doing some research i decided to file a claim here since it was very strange that they are withholding my refund unless i send them my id. ******************** is not processing the refund even though i sent them back the merchandise. i am attaching proof of purchase and return below.
Business Response
Date: 12/19/2023
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 understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.

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.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:12/16/2023
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.
There appears to be some confusion with a return i sent to amazon. I purchased a laptop (order #***-7841854-1461012). The total cost was $1,156.45. I initiated a return and sent the item back using the labels as instructed. The product was unused, unopened and packaged carefully. I received a communication from amazon that the wrong item was sent back, and would not be issued a refund. The email itself listed the exact product I purchased and returned as being the same. I followed up to see if they could at least sent the item back, but received another email that it had been discarded. The communications from amazon were very poorly composed, I'm sure they are system generated. I also have a hard time believing they would discard a $1,000+ laptop in brand new condition. Normally my interactions with amazon are stellar but I appear to have gotten stuck in a bad automation loop, which is unfortunately very expensive for me.
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 your BBB complaint and I'm sorry to learn about the negative experience you've had with this order.

We've filed an *** guarantee claim and a full refund of $1156.45 was issued on December 21, 2023.

*** guarantee claim details and status -

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

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 12/22/2023

Better Business Bureau:

Amazon quickly investigated and acted to remediate this issue. They issued a full refund for the item that was returned.
Sincerely,

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

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