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.
21,511 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:11/07/2023
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 placed an order on November 5, 2023 for items that totaled $30.66. I received a confirmation email with the Order #: 112-0633488-4241808 and confirmed when my items would be arriving. I used a $100.00 gift certificate that I received from my job. This morning while getting ready for work, I received an alert from my credit union that my account was overdrawn by $68.34. I was confused because I know that I do not have any debits coming through that account until AFTER my pay date of November 10th. This was the purpose of using my gift certificate. I went to the website and saw that Amazon debited the $30.66 from my bank account yesterday, November 6th. I checked my update emails from Amazon which gave info of when the items would arrive, and it showed that they "could not charge the **************** card" so they used an alternate card. I was never notified prior to this transaction. However, I don't know why this happened. I previously used Amex GCs, an actual Amex CC, and MC GC and **** GC. They did the same to me back in August I was given an Amex GC; they debited funds from my mom's account and I had to refund to her, my account. I don't know how long I was on the phone, each rep had different answers, one rep had me to buy an Amazon GC in place of mine, which had to be reversed; I had to wait a couple of days. When I complained. They shut down my account, I had to send in the email from my employer stating that I received the gift card and the letter attached to the gift card. ******** ********* would not let me speak to management because I was told that "they could not help me". I am fed up with Amazon and their tactics. I removed other cards on file and they re-appeared. My sister used her debit card, returned the item but was given "Amazon Credit" instead of a credit to her account. I want my credit union account to be put back where it was and the overdraft fee paid. Amazon can have their products when they come or stop the shipment.
Customer Answer
Date: 11/15/2023
I currently have a medical issue, so I ended up keeping the items sent by Amazon. I am requesting reimbursement of my overdraft fee. Prior to my medical emergency, I printed out a screenshot of their accepted forms of payment, screenshot of where they debited .10 from the Amex gift card. **************** confirmed this is standard to confirm an active card. In the midst of this, I re-ordered face masks and the last four digits of the card is not familiar; confirming that Amazon will add charges to any one's DEBIT or CREDIT CARD versus what is presented and confirmed. I don't trust them with any more with my personal information.
Business Response
Date: 11/19/2023
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 issue you had with the order.

I've issued a refund of $68.34 towards the overdraft fee. Unfortunately I am unable to refund the order. The only way your order can be refunded is by returning the item.

The refund of overdraft fee will be seen within 10 business days in the debit card you were charged.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/07/2023
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.
Dear Amazon Customer Support Team,I hope this message finds you well. I am writing to seek your assistance in resolving an issue with my Amazon account. I received an email notification stating that there was unusual payment activity on my account, which led to the temporary hold on my account.The email instructed me to sign in to my Amazon.com account and follow the on-screen instructions to regain access. However, upon doing so, I encountered a request for additional information without clear guidance on what specific details are needed to unlock my account.I take my ********************** account security seriously and am committed to ensuring the integrity of my account. To address this matter and regain access to my account, I kindly request your guidance and assistance in the following:Please confirm the authenticity of the email I received, which notified me of unusual payment activity and the temporary account hold.If this email is genuine, kindly provide specific instructions on the additional information required to verify my payment method ownership and unlock my account.If the email is not legitimate, please advise on the appropriate steps to report phishing or fraudulent activity related to my Amazon account.I appreciate your prompt attention to this matter and understand the importance of account security. Restoring access to my Amazon account is of utmost importance to me, and I look forward to your guidance on resolving this issue. Thank you for your assistance in advance.*********,****
Business Response
Date: 12/12/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
Amazon.com
Initial Complaint
Date:11/07/2023
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.
Amazons 2 day shipping is a joke. I pay a premium for 2 day shipping. Ordered a coffee maker delayed 3 times called and was told to just wait
Business Response
Date: 11/08/2023
Hello ***************************,

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

I've reviewed the complaint and understand your concern regarding the delivery issues for the Order ID: *******************.

I apologize for the inconvenience.

As per the tracking, it shows that the order is yet to be delivered.

I'll surely take this as a feedback from you regarding the prime shipping and will forward it to the appropriate team for further review on it.

We'll ensure that this is not repeated.

Also, I've added $20 gift card balance for the inconvenience and order delay.

You can view your balance and usage history in Your Account here:

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

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

Regards,
Arun

Amazon.com
*****************************
Customer Answer
Date: 11/08/2023

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:11/07/2023
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 ordered two times from amazon shopping app, i received one but the other item was delayed. The app is not allowing me to track the package and just apologizes for the delay and says i can cancel the item and get a refund. I have tried about three times to cancel on my own and it will not allow me to. I spoke to 5 representatives and all says they cannot cancel and issue the refund. The fourth rep ********* boldly lied and said its out for delivery and they will update my tracking. None of which has been done. The last one i spoke to (****) said they have no leadership and on one can help me cancel and get the refund. All im asking for is amazon credit so i can rebuy the product.
Business Response
Date: 11/08/2023
Hello *******************************,

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

I've reviewed the complaint and understand your concern regarding the order delivery issues.

I apologize for the inconvenience.

Upon checking, I see that the order tracking shows delivered at the provided address on Tuesday, November 7 7:04 PM.

I would request you to check for the order.

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

Regards,
Arun

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

Customer Answer
Date: 11/09/2023
I received the package, yes. But i was only shipped out once my complaint was filled thru bbb. Before that when i tried to cancel it i was not allowed to because it was at the advanced shipping stage, which it entered that state a few hours after ordering. I was supposed to be able to not accept it upon delivery but i never received a phone call from the driver to turn it back. They just left it there. I will accept the package but need to find a better way to conduct the business and allow people to do what you promote they can do. I poke to five reps all said i cant cancel and get a refund eventhough the app said i will be able to.
Initial Complaint
Date:11/07/2023
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.
My name is *********************** and I am writing on behalf of App Funding LLC, which owns the Amazon account RafeStore (Merchant ID: ***************. I am writing about Amazons withholding of of our lawfully earned funds on Amazon.com. The holding of these funds has put an incredible strain on our business operations. Without these funds, we cannot pay our staff, rent and upkeep expenses. It has been almost three months since we have submitted the information Amazon needs to release our money. We have emailed and called. Amazon will not respond, has not provided a decision, has not given any form of notice and continues to hold a significant amount of our money. We believe this kind of action is unethical and would ask Amazon to respond to us as soon as possible.Thank you
Business Response
Date: 12/14/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Regards,
Amazon.com
Initial Complaint
Date:11/07/2023
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.
Dear ***/************* account was suspended on 2nd Nov, and then I have uploaded required documents for 3 times, including billing statement, credit card image and my passport photo. But to my surprise, my account was closed finally. I`m so confused. Now when I try to login to my account, it appears "more information needed", may I know what documents needed for unlock my account? May I attach all documents again in this email to your further review? Thank you for your time.Best regards,***************
Business Response
Date: 01/11/2024
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.

We notified the customer of this decision by email on 1/11/2024.

Sincerely,
Amazon.com
Initial Complaint
Date:11/07/2023
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 found out they were fraudulent an activity on my Amazon account. They charge my business account and a personal account for two mattresses that I never ordered. I have been disputing this is*** with them since June I spoke to a representative this morning named ********, who refused to let me speak to a supervisor who told me that I had to pay $1071 in order for my account to be released this is unacceptable. I want my money back in on my account fixed ASAP. I need someone to cover to call me back immediately. My brother is a federal attorney. I am getting ready to *** you.
Customer Answer
Date: 11/07/2023
I cannot provide order numbers because I cannot get into my account. Ive been locked out by Amazon so I cannot provide the order numbers they know what they are. Its for two king size mattresses ****** mattresses.
Business Response
Date: 11/10/2023
Hello Ranene,

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

We are sorry to hear about the charges on your account.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon

Regards,
*****
*****************************
Initial Complaint
Date:11/07/2023
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 this item in advance, and a couple of days ago, my little brother opened it for his birthday, but the box was empty. I reached out to Amazon about 4 days ago, and they said they are going to full refund it to my original payment method ($530.19), but I still haven't received it. So, earlier, I reached out to Amazon, and the person I spoke with about 10 hours ago said that he is initiating the refund. However, I never received an email saying it was being processed. The person I spoke with earlier said they initiated it and I would get a refund in 3-5 days to my original payment method, but after the chat ended, I never got an after-chat summary to my email. I've just been promised a refund and am just wondering why I haven't received it yet. (the screenshots are in order 1-8)
Business Response
Date: 12/21/2023
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 12/21/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:11/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a box set of books, 5 book set of ************************* set instead Amazon delivered a baby jogger box for a baby car seat. It has our name and address and it was placed in our mailbox. We ordered BOOKS. Since Amazon has no number to call to Speak to a human being to rectify the problem, it shows on my account the books were delivered and placed in residence mailbox. You can not speak to anyone, you get an automatic response throw chat that the item was delivered and in your mailbox. I truly believe Amazon does this to steal the money and make it hard for you to fight it so you get upset and let it go.
Business Response
Date: 11/09/2023
Hello Seren,

I'm Priyanka 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.

It's concerning to hear about both the trouble you've had with Order ID: *******************, and our **************** team when you tried to contact them for assistance.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I can process either a full refund or replacement for the ************************* and the Olympians 5 Book Paperback Boxed Set (w/poster).

Please write back to us and let us know which of these two options you would prefer so that we can assist you further with this.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 11/13/2023
I have responded to ******** of Amazon and chose to have a full refund on the box set. I am awaiting a response from her now.i n the response email I CC **************************************** as well.
Business Response
Date: 11/15/2023
Hello Seren,

I'm Arun from Amazon.com.

Responding on behalf of ******** as she is out of office as of now.

Thanks for the refund confirmation.

I've initiated the refund of $37.91 for the item ************************* and the Olympians 5 Book Paperback Boxed Set (w/poster) to the original payment method used.

Refund will be credited within 3 to 5 business days.

Hope this helped and resolve the issue.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 11/15/2023
I responded to Amazon choices, either refund or to send the actual merchandise again. I selected a refund for the merchandise and they have written me back that they will refund the money. I am satisfied that this was resolved and Im satisfied with the Better Business Bureau for helping me resolve this matter. Overall, Amazon is a good company but when they make mistakes, there is no way to talk to a representative directly at the moment, they keep responding with AI responses. They dont cover the resolution of the problem. Thank you again Better Business Bureau for helping me resolve this problem.
Initial Complaint
Date:11/07/2023
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.
Several of my most recent orders have been delivered to the wrong address. This began on 10/26/23 and despite numerous phone calls and emails to Amazon this continues til today. I have attached email correspondence related to each incident. I have attempted to resolve the issue by asking to be connected to the driver's supervisor or have the supervisor contact me and have the driver go back get the packages and take them to the correct address but was denied both. Since 10/26/23, I have spoken with 5 employees. Each one assured me that they were escalating the issue to be resolved and it would not happen again. I was told that the driver's would be addressed for not following delivery instructions and sanctioned if the actions are repeated. Subsequently, it continued further inconveniencing and frustrating me. Here are the dates and order numbers that are relevant to this complaint. 10/26/23- 113-3428998-1539401; 113-2311773-7948229; 113-1733724-9865019. 10/28/23- 111-8049136-9228247. 11/6/23- 113-3943632-6663412. On 10/26/23, I spoke with ****; 10/27/23, I communicated with ******* and *****, both from shipping and delivery leadership department; 10/30/23, I communicated with ***** from shipping/delivery leadership; 10/29/23, I communicated with Velvet. I have done more than I should have had to but with no positive results. I want to speak with corporate leadership and receive assurance that the leadership and drivers have been addressed as well as satisfactory resolution for frustration and inconvenience.
Business Response
Date: 11/10/2023
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.

It was concerning to hear about the repeat delivery issues with your items.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed your orders and to help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and taken necessary actions on your account.

Geo-Codes have been marked at the location as per the address on orders which were provided to us. Rest assured further packages will be delivered at correct location.

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

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/10/2023

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,

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

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