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

58,555 total complaints in the last 3 years.
22,041 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:11/13/2023
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.
Hello,I ordered a *** toy from amazon that broke in less than two weeks of having it. I felt unsafe returning it as it's used and has touched someone's ********. None of the customer service reps would help.
Business Response
Date: 11/14/2023
Hello ,

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

I reviewed your complaint and apologies for the inconvenience you have experienced with Order ID: *******************.

As per the return policy, we are able to refund on return for a defective/damaged product.

Unfortunately we are unable to provide you with a return for this product as you are unable to return.

Thank you for your patience and understanding.

Regards,

*****************************.
Initial Complaint
Date:11/13/2023
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.
They have been double charging me for Amazon Prime for several months. and wont refund the money back.
Business Response
Date: 11/14/2023
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 understand your concern regarding double charges for Prime.

I request you to please help us with the charged amount, the date as well as the charge id from your billing statement (it will be 9-digits alphanumeric id) which will help us locate the transaction and we'll be able to help you further.

Looking forward for the details.

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,

********
Amazon.com
***********************************
Customer Answer
Date: 11/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I will be uploading all the appropriate bank statements with dates highlighted.

Sincerely,

Amber House
Customer Answer
Date: 11/15/2023
This issue has not be resolved. I want a refund.

Customer Answer
Date: 11/20/2023
I had all of them Highlighted but it didnt come threw when I scanned them.
Dates:
3/27/23
4/17/23
5/04/23
5/16/23
6/05/23
6/16/23
7/05/23
7/17/23
8/04/23
8/16/23
9/05/23
9/18/23
10/16/23
10/16/23
All Charges are for $14.99
I will be getting statements for this month and I will scan them in to since they charged me twice this month to. Thank you

Business Response
Date: 11/22/2023
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.

Thank you for sharing additional details on the prime charges however I'm sorry, the attachment you have shared on this complain is not accessible at my end and I could not find the charges with the given details.

If there isn't any charge id available, I request you to please contact your card issuing bank and file a dispute.

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,

********
Amazon.com
***********************************
Customer Answer
Date: 11/22/2023

Complaint: 20861880

I am rejecting this response because:
On the bank statements I turned in it shows all the extra charges an the IDs on those charges. The bank will only go back 60 days. I would like Amazon to make things right.

Sincerely,

Amber House
Customer Answer
Date: 11/27/2023
What did I not send. I gave you an them all the information.
Initial Complaint
Date:11/13/2023
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 been a prime customer for over 10 years and within the last year have had numerous scheduled subscribe and save prime shipments arrive late. These are orders that were scheduled weeks, sometimes even months before the delivery date. Absolutely no excuse for these things to ship late and arrive late. These are not due to delays during shipping, as I have all the tracking details. These are orders that were not shipped in time and I did not receive them in time. Many times these were health-related items that were time-sensitive. This has not been solved despite me contacting customer service every single time this happens. I'm given no real explanation of how a multi-billion dollar corporation with scheduled subscribe and save orders cannot fulfill them in the time promise. I want a credit for 2 years worth of prime membership as this has been happening for almost 2 years now, and also someone to examine the reason behind it and give me an explanation for it.
Business Response
Date: 11/14/2023
Hello ****,

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

I reviewed your complaint and apologies for the inconvenience you have experienced with subscribe and save orders.

Subscribe and save orders are delivered by our Amazon logistics and we do not deliver on Sunday's and holidays, so if a subscribe and save order is scheduled to deliver on such days, delivery will be pushed to latest available date.

This happened with your recent subscription, with a subscription date of the 11th of the month. In November, that means 11-Nov. Due to the Veteran's Day holiday, this was adjusted to 13-Nov. This shipment was, in fact, delivered 13-Nov as expected.

unfortunately prime subscription is not related to subscribe and save order delivery or discounts, we are unable to refund for prime subscription refunds as the benefits of prime are used already.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 11/14/2023

Complaint: 20861858

I am rejecting this response because:
This information is incorrect. Half of my order was received today, which was late and had nothing to do with arriving a day after my delivery date being a Sunday. The representative that respond to this obviously did not do their due diligence and see that my dog's medications and food were delivered late, at the fault of Amazon. This had nothing to do with logistics and yes, this has everything to do with me paying for a subscription service that I'm not getting promised delivery dates for. I was not considering canceling my prime membership, but now I am after this representatives response with erroneous information, no apologies and refusal to credit me for the continued late shipments.

Sincerely,

***********************
Initial Complaint
Date:11/13/2023
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.
After continuing to renew my Prime membership for $14.99 and depositing about $50 into my account and buying 1 item, my Amazon account was locked. With this account, I used to buy many items on Amazon. They locked my account, aiming to appropriate about $50 and also the money I signed up for as a Prime member. Email : **************************** I asked them to reopen my account so I could use that money.
Business Response
Date: 12/06/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Customer Answer
Date: 12/08/2023

Complaint: 20861838

I am rejecting this response because: I bought an Amazon gift cards and loaded them into my account. You cannot lock my account. What do you do with the money you appropriated from me? I added an image of the gift card statement and returned the driver's license as requested.

Sincerely,

***************************
Business Response
Date: 12/21/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 10/05/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:11/13/2023
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.
Order number 114-8624013-6459457 I returned a suit and they confirmed they recieved it back however they are witholding my refund and demanding I provide a copy of my ID before they allow it. As mentioned they have already confirmed receipt of the item, tracking number 1Z9WX3429083227311 (The label they provided for it)
Business Response
Date: 11/15/2023
Hello *******,

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

I reviewed your complaint and apologies for the inconvenience you have experienced with order#***-8624013-6459457.

I see that the refund of $225.00 is issued on Tuesday, November 14, *************************** 3-5 business days on your account.

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

Thank you for your patience and understanding.

Regards,

*****************************.
Customer Answer
Date: 11/15/2023

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:11/13/2023
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 bought a lot on Amazon recently; everything was fine until I loaded a $762 gift card into my account to buy some items. They locked my account and asked me for many documents, such as a driver's license, bank statement, and gift card statement. I provided them fully, but Amazon still locked my account. I lost $762, and Amazon has appropriated that money. I request that Amazon reopen the account and refund me. What will they do with this money?My account is *****************************
Business Response
Date: 12/07/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 12/07/2023 confirming account reinstatement.
Sincerely,
***
Amazon.com
Initial Complaint
Date:11/13/2023
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 am on a fixed income and my home is without heat. I used my bill money to purchase an item from Amazon in the amount of ****** before taxes and shipping. Although it clearly stated on the websites i would be required to sign for the heater. I was never requested To sign for a package nor did it arrive. I tried contacting Amazon and they tell me their is nothing they can do to contact the police. What exactly am I suppose to tell the police I was scammed by a multi million dollar company. I do not wish for my money back I just want the heater I have no way to keep my kids warm until I come up with more money which will at least be another month
Business Response
Date: 11/14/2023
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.

Were sorry to hear that you havent received your order.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that this item hasn't been delivered to you. Shipments that aren't received are inconvenient for you and costly for Amazon.

Based on our investigation and your statements, it seems that the item has been stolen by a third party and we urge you to contact your local police department to report the theft of the parcel. To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after 03-January-2024. Please ensure to get a Police Report and contact back before this time

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

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,

********
Amazon.com
***********************************
Initial Complaint
Date:11/13/2023
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.
No, I ordered and paid for a new iwatch six on October 31, I received a refurbished iwatch four. I returned it the next day via **** The watch has been received by Amazon and per their website. They will not refund me the money until the 19th and it will not be credited to my account until the 26th. Normally the money is placed back on my credit card within *************************************************************** arrived at Amazon. These have all been purchases under $50 this expensive purchase there are holding onto my money and not refunding it. I have called them and I have messaged them when I do I am told that I will be credited and it will be on my card within 5 to 7 business days. It has been seven days in the Amazon website is still saying that it has not even been refunded much less back on my card. I need the money back on my card to make a purchase for what I originally ordered and did not receive.
Business Response
Date: 11/14/2023
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 understand your concern regarding the refund for the returned order.

Generally the returns are processed by Amazon in 14 days. In some situations, it may take longer. Certain items can take up to 30 days. This additional time allows our ************** to find and process the item you have returned.

Although the return tracking shows delivered, the ************** has to complete the return processing before the refund is initiated.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. If you don't hear from our ************** within 30 days from the time of return, please contact us through chat or call so we can find out what happened and help you further.

More details can be viewed on this link.

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

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,

********
Amazon.com
***********************************
Customer Answer
Date: 11/14/2023

Complaint: 20861745

I am rejecting this response because: I spoke with someone on November 9 and I was told that Amazon had received the watch so it had already been processed per the person I spoke with so your response saying it hasnt been received or processed is not the same is what I was told when I called a week ago. The person I spoke with admitted yall sent me the wrong item and you still have not refunded my money.

Sincerely,

*****************************
Initial Complaint
Date:11/13/2023
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.
On October 14, 2023, I purchased a new SereneLife Folding Treadmill from the Amazon website for a total of $362.47 including the tax. I received the item on October 18, 2023. The treadmill was supposed to include a lubricate oil for the belt. The oil bottle was completely emptied and had soiled some of the components. I submitted a return request and purchased a new one under a completely separate transaction. *** picked up the item on October 25, 2023 with tracking number 1Z030W887800208027. *** delivered the item to Amazon on October 26, 2023. The Amazon website indicated it would be processed and my refund issued on November 11, 2023, in compliance with their 14 day refund window. My refund was not issued. I checked the website again. I contacted Amazon and they indicated they never received the item. I provided the tracking information to confirm the delivery to Amazon. They are now refusing to issue my refund unless I email them a copy of my government ID. In addition, they are threatening if it is not done within 6 days, I will have forfeited my refund. I have filed a dispute with my credit card company. I would like a refund. Once the refund is complete, I would to close my account with **********************.
Business Response
Date: 11/26/2023
Hello *********,

I'm Praveen 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 trouble you had with the order.

I see that on November 13, 2023, a full refund of $362.47 was issued to your original payment method. You will see the refund in 5 business days.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/13/2023
Type:Delivery 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 did't get my order .ORDER # ***-6810660-0651544 ORDER PLACED 4 November 2023 TOTAL *****
Business Response
Date: 11/14/2023
Hello Uzair,

I'm Praveen 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 trouble you had with the order.

I've checked and see that the order is placed on Amazon.co.**. You will need to contact the customer service of that site as we work independently.

Here is the link to contact the Amazon.co.** customer service:

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/14/2023

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,

Uzair Bin

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