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

59,742 total complaints in the last 3 years.
21,480 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:11/06/2023
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.
Was fraudulently billed by a company that accessed my Amazon account. This has been going on for months. When I discovered these transactions I reported to my bank and now Amazon has locked up my account and caused tremendous inconvenience. I have been a loyal customer for years. I have done everything they've asked me to do in filing with TRS. Now I'm told by TRS that they cannot even confirm that they received my information. And that I may have to wait up to 30 days to hear back from them.I have had hours of my time wasted on Amazon chat with people who don't know what they're doing and tell me they're going to unblock my account and then they don't. They just waste more of my time transferring me from 1 person to another.Then I'm told finally that an associate will call me but they don't know when. I have been sitting here by my phone waiting for a call that's not coming.I am seeking some type of compensation for all of this inconvenience and I expect to have my account unblocked immediately.
Business Response
Date: 12/06/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-10-08 confirming account reinstatement.
Initial Complaint
Date:11/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a laptop case from amazon. It came with a screen protector and a keyboard cover alongside the actual case. I had only used the case part and everything was fine. Until the day after I decided to use the keyboard cover, and my laptop screen was damaged from just sitting closed. For reference, my personal laptop never leaves my desk to begin with, so it's not possible for it to have had fallen or been damaged in any other way. Also, there is no physical damage to my laptop, just the lines in my display that only showed after installing their keyboard cover. I called amazon almost everyday during the week, and at first one associate had actually told me that the manufacturer of the case will be responsible for getting my computer fixed, but I would need to call back since they were unable to get into contact with them at that moment. Now that I have been calling back days later, Amazon's associates keep hanging up on me and saying that it's not possible for them to do anything now besides have me return my case but my laptop is still broken from the keyboard cover. I've been trying to explain to them that the associate that had spoke to me was from a different department, and they had written notes on my order but they usually hang up on me or say there's nothing they can do. Im not sure what im supposed to do since getting my computer fixed is gonna be very expensive and it was damaged from their product that was supposed to protect my laptop.
Business Response
Date: 11/07/2023
Hello,

I'm Prashanth 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 am sorry for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account ***********************/your-account).

We appreciate your time and patience in these regards.

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

Customer Answer
Date: 11/07/2023
My order number is 111-6163027-6029859. Also, I was told I would be receiving contact information for the third-party seller I had purchased from. I still havent received it by the way.
Business Response
Date: 11/08/2023
Hello,

I'm Prashanth from Amazon.com.

Thank you for sharing the order details.

The e-mail address you have provided to us with isn't associated with an account/doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

Once we have the details from registered email, we can look into it and help you further.

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

Thank you for your patience and understanding in this regard.

Regards,

*********
Initial Complaint
Date:11/06/2023
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.
BBB Investigator,My Amazon account is suspended for too many unaddressed violations, but I am at an impasse.The corrective actions for suspected IP complaints are to edit the detail pages and remove any Trademarked terms. However, since my account is suspended, I cannot update the detail pages myself, and the Support agents cant help me correct them either. Its unfair to close my account pending the correction of these detail pages when I am literally unable to take any additional actions. Ive been appealing these violations for months in the hopes that someone will assist me and realize the process is broken. I understand my mistakes and created a full plan of action to demonstrate my understanding and compliance with the Intellectual Property Policy, but Amazon has stonewalled me. Can you help? MERCHANT TOKEN:A1VO7W8VYUVWOH
Business Response
Date: 11/13/2023
Hello,
The seller account is reinstated.
Thanks,
Amazon.com Seller Performance

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,

*************************
Initial Complaint
Date:11/06/2023
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.
Purchase on 9/3/2023 returned on 9/11/2023. ********* emails threatening to recharge because item wasn't received. Item was received and verified by Amazon online AND verbally by ***************** Additional email threat and then re-charged again for item. 4 phone calls, Amazon chats, multiple charges to my account, no resolution. False information in account re: returned items- state "in transit since" 9/11/23 but confirmed received when questioned. Refused to correct account information and re-charges followed. False promises made on multiple occasions by customer service representatives.
Business Response
Date: 11/07/2023
Hello *****,

I'm Najam 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 returns process related to one of your orders. It is certainly not what we expect our customers to go through.

I have reviewed the complaint but could not find details of any order. The files attached are also password protected.

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

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/07/2023

Complaint: 20831913

I am rejecting this response because: I have attached the files again and they provide all of the information necessary for resolution without making this information available to the public.

Sincerely,

*********************
Business Response
Date: 11/08/2023
Hello *****,

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

Im sorry to learn about the problem with your order ending in ****. It is certainly not what we expect our customers to go through.

After reviewing, I can confirm that a Retrocharge of $36.99 that took place on Friday, November 3, 2023 was refunded on Saturday, November 4, 2023.

Please allow your bank 3 to 5 business days to process the refund.

Please be assured that you won't be charged for this order again.

I assure you that we will review previous conversations and if any incorrect information was provided to you, our colleagues will be coached accordingly.

We appreciate your patience and understanding in this matter.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

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

Complaint: 20831913

I am rejecting this response because: I have requested multiple corrections to be made that have NOT taken place. Amazon representatives continue to placate while evading the issues or providing resolution. Nothing has changed and the latest response is unacceptable.

Sincerely,

*********************
Initial Complaint
Date:11/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 20th 2023, I purchased a camera lens from Amazon for $1304.39 including tax. On July 22, I received a lens at my house that was not the one I ordered. I notified Amazon immediately and sent the lens back the same day via **** using the shipping label Amazon provided. On July 27th, the lens arrived in *********, the Amazon return location. Since then and despite multiple online support requests during which I was repeatedly told to wait longer (apparently the package had been received but not scanned, this is stated in the online chat, early on), and even after an email to their executive support, I was never able to get a refund for my purchase. I was directed several times to an ID verification system, and yet nothing happened despite my compliance. I provided all the documents including online chat discussion with support, emails, copy of *** receipt, screenshots of tracking results etc to Amazon with no result. I filed a dispute with the credit card company (Apple Card/******* *****) and despite providing that evidence, they sided with Amazon when they told them that they didn't receive the lens. *** will not let me file a complaint either. Amazon sent the wrong product, not fulfilling their initial contract of delivering the exact product I ordered, and committed the initial error that forced me to have to send the item back, using the label they provided and with the shipper they chose, lost the package, and are refusing to take responsibility, and I am forced to pay interest on a large sum for nothing. I'm certain this is not something that's happened only to me. It is also a problem with Apple Card/******* ***** for not protecting their clients.
Business Response
Date: 11/20/2023
Hello,

I'm Prashanth 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#**********-7082629.
Upon reviewing, we see the team has requested a Government ** for validation, however we were unable to verify your identity with the information you provided, as a result we were unable to take action on the order.

To proceed further, we request you to contact us back using the below link, so that we can request a new link to upload the ** for verification

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

Thank you for your patience and understanding in this regard.

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

Regards,

*********
Customer Answer
Date: 11/28/2023
Hello,
This complaint has not been resolved and Amazon, the business, has not done anything to solve it. Please re-open it. They have responded to me that I should contact them in order to do yet another ** verification. I did contact them and they did not provide me with a new link to do the ** verification as mentioned in the email. Another email from the same person said they will escalate the issue. I have not received another response so far and Amazon still owes me $1300.
Business Response
Date: 12/07/2023
Hello,

We have denied the customers request for a refund of USD ******* under order 112-9912474-7082629 as customer never returned the item purchased under this order. Kindly request customer to return the item to avail a refund.
Sincerely,
******
Amazon.com

Customer Answer
Date: 12/12/2023

Complaint: 20831883

I am rejecting this response because:
I have provided plenty of proof that the item was sent back and arrived in *********, using amazon's shipping label. See attached *** receipt and copy of tracking page. I have provided copy of discussion with online support stating that item had been received and I just needed to wait for the refund to be processed. Amazon keeps sending this same response, and as of today, are still holding on to more than $1300 that do not belong to them, after not providing the item that I ordered. This entire issue is still their fault: they did not send me the item I ordered. The previous person responding to this BBB request dropped the ball, just like the others. The only possible resolution here is for Amazon to refund my money.

Sincerely,

***************************
Initial Complaint
Date:11/06/2023
Type:Sales and Advertising 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.
November 5 2023 I check my credit card ending **** with email ******************* I notice amazon has been billing me since April for amazon prime an account that was never used. Amazon keeps attemping to bill my credit card for prime services that I went on site to cancled. I also notice they try billing me 2x on November. I'm reguestin that I get refunded for the month of.november that amazon just charged on my card which is *****.
Business Response
Date: 11/07/2023
Hello,

I'm Prashanth 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 prime.

Upon reviewing, we see the prime is active on your account and we see ********************** video benefits have been used on your account. Kindly, confirm if you wish to proceed with prime cancellation, so that we can check for possible options on refund.

You can respond to this email with your consent.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/19/2023
Complaint was solved. Thank you
Initial Complaint
Date:11/06/2023
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 made an order on my business account in the amount of $64. When I checked my banking app it showed additional funds of *****. I contacted customer service they refused to issue credit.
Business Response
Date: 12/01/2023
Hello Delight,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing this with our internal team the best option here would be to dispute the charges with bank and request them to send a new card.

I hope this helps! Have a great week ahead!

Regards,

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

Customer Answer
Date: 12/08/2023

Complaint: 20831433

I am rejecting this response because:

Sincerely,

Delight ******
Would Amazon please credit my account the amount that Amazon took.
Thanks, Delight ***********;
Initial Complaint
Date:11/06/2023
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.
11/2 ordered Ecovacs robot vac. for ******* delivery date 11/3. It did not arrive as scheduled. I called to ask about it and was told it was going to be delivered on 11/4. It was not. I called on 11/5 and was told it would be here on 11/6. Tracking was never updated other than to say Package delayed in transit. I called again on 11/6 and was given an 11/7 date. I was then given a number to Amazon Logistics and they told me that the package was missing, it could not be found and I could be issued a replacement or a refund. My issue is that I spent 4 days at home waiting for a rather expensive item. I still do not have the item I wanted and in order to get it I am required to spend more time at home to ensure I get it and it is not stolen. As a long standing Amazon Prime member this is truly unacceptable to me. As large of a company as Amazon is, their logistics department should have better ways of tracking and updating the customer so that our time is not wasted. ********************** needs to fix this issue. I just canceled the order, however, while I was in the process of this I was informed that it may still show up. The issue here is I have no idea if or when it will arrive, but if it does I have to return it, and if Im not home and it gets stolen I have to file a police report. THIS IS RIDICULOUS! I have upheld my end of this contract but Amazon has not, yet I am the one being put out over and over again, and I am the one who is still potentially responsible for the $1200.00 purchase I never received.
Business Response
Date: 11/14/2023
Hello,

I'm Prashanth 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#***-1807886-2389007. I've checked and I can see that there is a refund processed for the order.
A refund was issued to your original payment method on November 13, 2023 for $1271.99.

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

**********************************************************************************
We appreciate your time and patience in these regards.

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

Regards,

*********
Initial Complaint
Date:11/06/2023
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.
Hello, in August, 2023 I purchased a dress from Amazon, and returned it to Amazon and they have not refunded me yet. See attachments. The item has been recieved, and I've spoke with several associates, they all confirm they've received the item back and dont know why i havnt been refunded. Every call im promised it will be taken care of and and it will be processed in 3-5 business days. Now, 3 months later they have not refunded me. I used the same acct, and payment option ive used without issue for several transactions. Im requesting my card be refunded the full amount, or a check be mailed directly to me. Thank you. ***********************.
Customer Answer
Date: 11/30/2023
Hi, how long to you give them to respond? Just wondering how long they are going to drag this out. It makes no sense. ?? thank you!
Business Response
Date: 12/01/2023
Hello,

I'm Prashanth 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#***-9745322-8129008.

Upon review, we see it is taking time to issue refund on original payment mode due to technical issues, however as an alternative we can process the refund in gift card, so that you can use the same with your next orders on Amazon.

If you are comfortable with gift card refund for $50.13, kindly respond to this email with your consent, so that we can get this processed for you.

Thank you for your patience and understanding in this regard.

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

Regards,

*********
Customer Answer
Date: 12/01/2023

Better Business Bureau:

I have reviewed the response made by AMAZON about complaint ID ********, and find that at this point I have no alternative but to accept it, it's their only resolution. Am I happy, NO. A business as big as Amazon is telling me they can't figure out how to refund my card. Oh, but they can figure out a gift card. Convenient for them since I can only spend it at Amazon. Im extremely disappointed.
Sincerely,

***********************
Initial Complaint
Date:11/06/2023
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.
My account was fraudulently charge over **** dollars. There were a total if transactions on my account. One of the five have been refunded the $271.20 from the screenshot provided. I was told by numerous customer service employees to wait 10 business days for my money back. They were contacted numerous times over the 10 day period and all said just wait until the end of the 10 day period. On the 11th day I contact Amazon and they stated you need to contact your financial institution to dispute the charges, which is causing my 10 business day clock to start again, due to bank policies. All I want is my money back which they stated was fraud.
Business Response
Date: 11/08/2023
Hello,

I'm Prashanth 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 unauthorized charges on your account.

After careful review, it has been advised to dispute the charges with your bank. Once you have reported the unauthorized charges, the bank will send you form to formally dispute them, credit your account, and file a chargeback to the applicable merchants.

Thank you for your patience and understanding in this regard.

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

Regards,

*********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Amazon.com is BBB Accredited.