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

59,759 total complaints in the last 3 years.
21,478 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:12/31/2024
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.
I returned a new OnePlus Nord N30 smartphone I bought in November 2024, and the item was returned SEALED and still brand new due to me changing my mind, and I still have not received my refund! I found out the item is stuck in returns processing, and I was originally supposed to be refunded on 12-26-24, and I did not receive my refund. I checked the status, and the item is stuck in returns processing, and they have not refunded me yet, so I was told to contact them again on 12-29-24 for my refund to be processed, so I contacted them on 12-31-24, and they refuse to refund me and are holding my money/refund hostage. I need some help and my money returned to me for an item I legitimately returned, still sealed and never opened. Thank you.
Business Response
Date: 01/04/2025
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 complaint and apologies for the inconvenience you have experienced with refund on your order.

A refund of $245.23 is processed to your original payment method and it will reflect on your account in 3-5 business days.

Thank you for your cooperation.

Regards,
********* *****.
Customer Answer
Date: 01/06/2025

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,

Retro Nerd
Initial Complaint
Date:12/30/2024
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 am writing regarding a purchase I made with Amazon and require support from BBB due to Amazon customer care not being helpful. I spoke with a ***resentative on 12/27/24, concerned about delivery dates. It was agreed I should order the item and if unable to manually change the date, cancel the item and reorder for a different day. On 12/28/24 I canceled and reordered the item, which required me being home to sign for the item. When the item arrived on 12/29/24, ***P did not ring my buzzer leaving the package in my lobby without me signing for it. I received a text from *** confirming that item had been delivered, and was shocked the item was incorrect. I called Amazon, speaking with a *** who was not helpful. I was put through to Imarg a supervisor who was incredibly apathetic to my needs. I reiterated the issue with my order, and was told the item was my responsibility. I explained I did not sign for the item and was unable to carry the item by myself with an injury up my 6 floor walk-up as the package weighed *****lb. Imarg was dismissive and told me I need to submit photos of the package, and hold onto the package until further instructions from Amazon about returning the item. I received an email today (12/30/24) with a QR code to return the package. I paid for transportation to take me to a *** store to return the package. I then called Amazon and spoke with supervisor (*****). Again, I experienced an unsympathetic ear, with no regard for my experience or my emotional and physical distress - due to Amazons mistake. Somay was either unwilling or unable to answer my simple questions and kept referring to me being refunded within ***** days. I explained again that the item was needed on or before ***, which is why the delivery was time sensitive. ***** was not interested in my situation. I have not been refunded for the or offered any form of accommodation and will likely have to pay full price for the item that was low in stock and on sale this week.
Business Response
Date: 01/01/2025
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 complaint and apologies for the inconvenience you have experienced with return of your order#***-1113781-2490625

Once the carrier has received your return package, please allow up to 30 days for your return to be processed and to receive your refund.

If you don't hear from our ************** by 30-January-2025, please write back so we can find out what happened.

Thanks for choosing Amazon.

Regards,
********* *****.
Customer Answer
Date: 01/02/2025

Complaint: 22747560

I am rejecting this response because: I did not receive a call from leadership as requested. ********* ***** offered no resolution in their email, simply a dismissive and generic response to my issue, reiterating that my money will be tied-up for up to 30 days for a mistake Amazon made.
Additionally, there has been no apology or acknowledgment of the financial burden, stress or inconvenience Amazon caused because of Amazon's mistake. I would like to speak with a senior manager from customer service/corporate who is able to better serve me with complaint.

Sincerely,

***** ********
Initial Complaint
Date:12/30/2024
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 would like to file a complaint because I have called Amazon on more than one occasion letting them know that my amazon account has been compromised. ****** ******* ***** and ****** A. Shorts have been using my identity to access my accounts. I only have one device with ********************** and that is a Firestick. I have changed my password on more than one occasion. I did have help from one Amazon agent that stayed on the phone with me while I changed my password and that seemed to help for a little while but not too long after, my account is compromised once again. I do not understand how these criminals are able to keep getting access to my account. I had to delete the app from my phone. Please help investigate this matter. It has been going on for almost four years. The fraud department needs to do their job. I am willing to answer any questions Amazon may have in order to catch these criminals. I would also like to have communication by mail not just email.
Business Response
Date: 01/06/2025
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 2025-01-06.

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

Sincerely,
Amazon.com
Initial Complaint
Date:12/28/2024
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 contacted customer service on 12/28 about a late order that I was supposed to receive on 12/28. I have had several issues with Amazon about receiving packages late or not even receiving them at all. I have been an Amazon Prime member since 2010 and this year has been the worst year I've experienced with customer service issues as well as shipping issues. I've been hung up on three times by customer service agents while I've tried to get a resolution to this problem.
Business Response
Date: 12/31/2024
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.

Im sorry to learn about the problem with delivery of your orders and unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

I want to assure that we take such cases seriously and ensure that appropriate actions are taken to prevent it from happening again.

I have reviewed the case and I can confirm that a feedback was forwarded to our logistics team to initiate an investigation into this delivery. These investigations are carried out internally and is worked upon by different teams.

For data protection and security reasons, we may not be able to shared the outcome of the investigation with you.

We are constantly working on bringing improvements to ensure we provide you with accurate service.

At this time, I see that the order was marked as delivered successfully on December 29, 2024.

In case if you still haven't received the order, please let us know so that we can look into it.

Thank you for your understanding. Have a great day ahead!
Regards,

Srilaxmi
Amazon.com
*****************************
Initial Complaint
Date:12/28/2024
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.
12/20/2024 ***** I WAS TOLD TO PURCHASE AN ITEM WITH MY CREDIT CARD THAT SHOULD OF BEEN EBT ELIGIBLE BECAUSE IT WAS SHIPPED AND SOLD BY AMAZON BUT IT WASNT ALLOWING ME TO. SO THE ***RESENTATIVE TOLD ME TO PURCHASE IT WITH MY CREDIT CARD AND THEY WOULD REFUND ME AFTER I RECIEVED IT. WHEN I RECIEVED IT I CONTACTED THEM FOR THE REFUND AND THEN THEY TELLL ME NO AFTER I WAS TOLD I WOULD BE BY THERE *** I TALKED TO ON THE 20TH OF DECEMBER. SO THEY DENIED THE REFUND AFTER CLEARLY TELLING ME I WOULD GET A REFUND SO THIS BUSINESS IS COMMITTING FRAUD ON ITS CUSTOMERS AND I HAVE SCREEN SHOTS OF THE CHATS WITH THEM
Business Response
Date: 12/31/2024
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.

A careful review of your account reflects that the correct information has already been provided.

I'm sorry about the misunderstanding and incorrect information that you received. The previous correspondence doesnt correctly reflect our current procedures at this time.

I'm unable to offer additional insight on this matter.

Thank you for your understanding. Have a great day ahead!
Regards,

Srilaxmi
Amazon.com
*****************************
Initial Complaint
Date:12/28/2024
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.
Last week I placed an order on Amazon totalling ******. I put in a credit card , which was the wrong one. The next day, we noticed my husbands debit card was used, resulting in an overdraft account. Before the items were shipped, Amazon gives you an option on your order to change the payment method. I immediately did that, so the order says it was updated successfully with the card ending in 5282. My husbands debit card was never credited. I contacted Amazon and they assured me within 48 hours the money would be credited back to his account that was never authorozed to ********* they are telling me I have to return all the items and credit his card back. If I returned all the items, it would credit back the card that was suppose to be used but my husbands debit card was.
Business Response
Date: 12/31/2024
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 113-2170240-7030621.

In order to prevent any delays in processing and shipping your order caused due to payment failure, an alternate card was charged to complete the transaction.

Since the order shows as delivered, you may return the items for refund.

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

Thank you for your patience and understanding in this regard.
Regards,
Prashanth
Customer Answer
Date: 01/01/2025

Complaint: 22739705

I am rejecting this response because:

Sincerely,

****** ************
Initial Complaint
Date:12/28/2024
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 26, 2024, I initiated a return for an item purchased from Amazon. During a live chat with Amazons customer service, I was explicitly told that I would receive a refund without needing to return the item. Based on that assurance, I gave the item away since I no longer wanted it.On December 27, 2024, I noticed I had not received any refund confirmation. When I contacted Amazon again, a different representative informed me that I must return the item to receive a refund, contradicting the original instructions. Amazon has refused to honor their initial promise or offer any compensation for the inconvenience. Now I have to ask the person I gave the item to for it back, which puts me in a difficult and awkward position.
Business Response
Date: 12/31/2024
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 111-9794546-9276200.

Upon reviewing, we see a full refund has been issued on the order for $51.78 to your original payment mode on December 31, 2024. Since refund has been issued, we are unable to issue any further credits on the account or order.

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

Thank you for your patience and understanding in this regard.
Regards,
*********
Initial Complaint
Date:12/27/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon locked my prime account without notice. I can not use my account or my echo (******), I can not use my ****** (all of my purchases will be lost) etc. When I try to speak to customer service, they are asking for copies of bank statements. This is not OK. Also, they are not helpful at all. They want a copy of my ID, bank statements and my credit card, utility bills etc. This seems very inappropriate and they should not be allowed to do that without explanation to what is going on. I can not get into my account to cancel it or take out my payment information and they want more of my information. Can they give guarantees that this information will not be stolen?? Amazon is more of an issue then it is worth. I want access to my account so I can cancel everything and take out my credit card information. I want reimbursed for the echo that I purchased a year ago since I can't use it any longer. (Note I did purchase a new echo recently, but that was for a Christmas gift for my daughter, I don't want that one back). I just want the one I purchased for myself reimbursed since I can't use it any more.
Business Response
Date: 12/31/2024
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to your account.

As per the update from accounts team, we see that the issue has been fixed and account has been re-instated.

We apologize for the time taken to fix the issue. Rest assured we are here in case, if there are any further issues.

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

Thank you for your patience and understanding in this regard.
Regards,
Prashanth
Initial Complaint
Date:12/24/2024
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.
A purchase was made on Amazon 11/27 using a particular card. Instead, Amazon used another card which I didnt authorize. I contacted my bank (chime which I made a previous BBB complaint against 12/23) and they denied my claim. The product that was delivered wasnt delivered to my home address. I was back and forth with Amazon in trying to get my money back. During that process I ended up getting a new card. Amazon claim they refunded my money but Chime is saying no refund was initiated. They also stated that regardless if I received a new card the refund would still go to my account regardless of the card. No money was received from Amazon for $217.29.
Business Response
Date: 12/27/2024
Hello ********,

I'm Harasankar 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 complaint and I understand your concern in this matter, however I'm unable to determine the order number you are referring to.

Please share the order number with us so that we can review the issue and assist you further.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

We look forward to seeing you again soon.

Best regards,
Harasankar.M
Amazon.com
Initial Complaint
Date:12/24/2024
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.
My amazon account was hacked and trying to get it restored has been a nightmare. No one seems to know what to do and i juts keep being told I'll receive a call from the fraud **** within a couple hours but a call never comes. To make matters worse, I have prescriptions that are filled through amazon pharmacy that I no longer have access to so it a not just access to my regular account. I've called over 10x and just keep getting the same answer but nothing ever happens.
Business Response
Date: 12/25/2024
Hello,

I am ******** 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 sincerely apologize for the distressing experience you've had with your Amazon account and the difficulties you've encountered while trying to resolve this issue. I understand how frustrating and concerning this situation has been, especially given your reliance on Amazon Pharmacy for your prescriptions.

I'm pleased to inform you that our team has successfully restored your account. An email confirmation regarding this was sent to you on 12/24/2024. You should now be able to access your account, including your Amazon Pharmacy services.

I deeply regret the lack of timely communication and resolution you experienced. I acknowledge that our service fell short of our standards in this instance, and we're taking steps to improve our processes to prevent such situations in the future.

If you are still experiencing any issues or are unable to log in to your account, please don't hesitate to write back to us immediately. We want to ensure that you have full access to all your Amazon services, especially your critical pharmacy needs.

Again, we sincerely apologize for any inconvenience and stress this situation may have caused. Your security and satisfaction are of utmost importance to us, and we appreciate your patience as we worked to resolve this issue.

Thank you for your understanding,

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

We look forward to seeing you again soon.

Regards,
******** A
Amazon.com
Customer Answer
Date: 12/26/2024

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,

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

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