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

59,770 total complaints in the last 3 years.
21,467 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:11/03/2023
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.
Amazon has continued to charge my card without my consent on multiple accounts and claims items have not been returned even when tracking shows its been delivered. I have contacted customer service multiple times and have not received payment back and continue to say theyre not able to help and to email but do not provide email to file a complaint.
Business Response
Date: 11/05/2023
Hello Alexandria,

I'm Sahitya 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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed the orders and I see refund was issued to your **** on Friday, August 4, 2023 - $34.28, Tuesday, August 8, 2023 - $7.71, Tuesday, August 8, 2023 - $28.55, Wednesday, August 30, 2023 - $28.65 for Order ID: ******************* and Friday, August 4, 2023 - $23.32, $62.60, $35.27, $16.53, Thursday, October 26, 2023 - $35.27 for Order ID: *******************.

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

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

The refunds are issued prior to our receipt and verification of the item(s). Upon verification, if the item(s) is not the item(s) for which you had requested a return, is not in the same quantity, or not in the original/unused condition or not returned, we will charge your original payment method or another valid payment method in your account.

I've checked why you were charge for the items which were returned and I see it's because the return center received a wrong item for the return under both orders.

In this case, we won't be able to refund the retro charge amount.

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

***********************************
Initial Complaint
Date:11/03/2023
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.
I received an email from Amazon regarding some lost/stolen packages saying I violated a returns policy or something because of the amount of returns, which I hadn't violated any policy. I then ordered three boxes of dishes from them, two arrived with the correct pattern and one was not correct so I had to return them. They then sent me an email they were suspending my account and limiting my purchasing. I returned the dishes and it took them over two weeks to even process my refund (I had *** tracking on it) and that was only after contacting them several times and providing tracking etc. I've called Amazon several times to resolve the issue and was helped reconnect my devices after they suspended my account and was told my account was fully reinstated, but it isn't and I can't process orders. I have a gift card balance of $127.08 which I now can't use and any attempt to contact them just comes with automated responses.I've googled this and it seems this has happened to numerous people and is becoming a growing problem with Amazon and no one can seem to get an actual person to help. I need my account reinstated so I can use my balance toward purchases. They've essentially stolen that from me.
Business Response
Date: 11/05/2023
Hello ****,

I'm Sahitya 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 account. I see our team has sent emails on October 16, 2023 and October 17, 2023. I request you to please check your inbox for the correspondence.

We previously contacted you about multiple violations of our Conditions of Use. We notified you that if the violations continued, you may be prevented from purchasing on Amazon.com.

Since then, we have continued to notice violations of these terms from your account. As a result, we will automatically cancel all non-digital orders placed on Amazon.com, and if you were charged for the order we will process the refund.

Your account has Gift Card Balance of $127.08 and you can use them to purchase digital items only.

Further, we are not able to take additional actions, including overriding their decisions for next steps.

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/03/2023
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 amazon account ************************* got deleted without any email or notification. I tried to log in my amazon account last weekend, and I was told I have to reset my password. That was fine, but after I filled in my new password, I found my account was locked. I called the customer service and was told that they can't find my account. I wrote emails to amazon, no response for a week! I just returned a few packaged back to amazon and some pending orders. I really need to get my account back.
Customer Answer
Date: 11/28/2023
This case has been updated since two weeks again.
Business Response
Date: 12/16/2023
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I see that you are referring to the issue related to your account.

Due to security reason we don't have any access/option to take action on it directly.

I request you to contact our concern account team directly via phone so that they can take actions directly.

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

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:11/03/2023
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 an item on Amazon (paint) back in June, and opened it in October for a fall project. The paint was the wrong color. Since it was beyond 30 days, I contacted the manufacturer and never heard back, so I chatted with Amazon to see if there's anything I could do.******* said I can get a refund to my original payment method under the A-Z guarantee. After I didn't receive my refund, I contacted Amazon again. I was told ******* lied, and it's not their problem. I can't get a refund. This rep was able to read the previous conversation, and acknowledged that I was told I would receive a refund. I don't think it's the customer's issue if a representative "lied." If a customer is told in a transcripted chat that they get a refund, that refund should be honored. But they refused.Attached is the most recent chat where I am told ******* "lied," therefore I can't get a refund.
Business Response
Date: 11/05/2023
Hello,

I am Mahendra from Amazon.com.

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

I have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research.

You can look up your orders online through Your Account ***********************/your-account).

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

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:11/03/2023
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.
Good day, all.I spoke with *** regarding the return.Somehow they lost the package after it was picked up on 10.21.23 They have no updated records in the system.I still have only received $4.79 refund when each of the (4) books was $12 each plus tax I am owed the difference from the total amount paid *** stated Amazon needs to file a claim for further information, but Amazon would complete the full refund.As I've already made 5 calls regarding the numerous issues, please advise when Amazon will release my refund to my credit card in the full amount.If there is not a correct resolution, I will be reaching out to BBB Kind regards,****** As of 11.3.23 4:52 pm, Amazon told me my onus was contact *** as they lost the package as they could do NOTHING for me until the package is found. At some point, they said I might receive my correct refund balance. I requested to speak to a supervisor. The 2nd person I spoke to refused and said 'there was nothing further they could do for me." On Tuesday, October 24, 2023 at 02:51:05 PM EDT, ********************************* <*********************************> wrote:Hello ******,Once the carrier has received your return package, it can take a while to arrive at our returns center. We ask that you wait 14 days from the carrier's first return scan on your package to allow for any delay in delivery or processing. Some items may take up to 30 days.As soon as your return is processed, we'll request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:************************************************************************** If you don't hear from our returns center by 6-November-2023, please write back so we can find out what happened.Thank you for your patience.Best regards,****************************************************************************************************************************************Thank you for your inquiry. Did I solve your problem?If yes, please click here:*********************************************************************************************** If no, please click here:********************************************************************************************** ........................................................................................................................Your feedback is helping us build Earth's Most Customer-Centric Company.Thank ************************
Business Response
Date: 11/05/2023
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, you are referring to the order #***-7657676-6152218 regarding the refund for the item.

Based on order details and return tracking information, the item are not picked up carrier and not received at fulfillment center.

I see that you already contacted our concern team and they already informed you regarding the issue.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 11/05/2023

Complaint: 20822762

I am rejecting this response because: as discussed several times with the Amazon team, the package with all (4) books were picked up on 10.21.23. This is also captured on my RING camera. In speaking with **** they stated, there was nothing they could do and the package was lost in their system. *** also stated Amazon should provide me the entire refund $12/book plus tax. Amazon, in the earlier conversations stated that I would receive full refund by 11.6.23. Friday, when I reached out to Amazon, they stated I had to reach out to *** again and the lost package was my responsibility which makes no common sense and is illogical because they picked up the package. The entire issue is exacerbated by the fact that Amazon issued a refund pickup for (1) and then (3) items. A mistake on their part. All the documentation and bar codes were both on and in the package. I have been dealing with this since before 10.21.23 and have done everything possible on my part. With my first submission, the conversation with *** was attached, which I have attached again

Sincerely,

*****************************
Initial Complaint
Date:11/03/2023
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 a mobility scooter because I am disabled and cant walk. I paid $323.71. The scooter never showed up Amazon refuses to issue a refund. I contacted the delivery person that was supposed to deliver the scooter which was **** they say the scooter was delivered to some address on rock Boulevard, which is not my address Amazon is telling me I have to go through them **** to get my refund but I gave my money to Amazon. Thats their responsibility not mine I want a full refund plus the pain, suffering and aggravation that I have gone through for the last nine weeks
Customer Answer
Date: 11/03/2023
I didnt receive this product
Business Response
Date: 11/08/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email about the credit card dispute you filed on Order 112-4477370-7693035.

To correct this problem, we have asked your card issuer to close the dispute in your favor.

You should have received a refund of USD ****** on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

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

*****
Customer Answer
Date: 11/11/2023
My bank chime is still saying they have nothing from Amazon
Customer Answer
Date: 11/12/2023
As you can see they are telling the better business bureau one thing and me another . What do I do now ? I need this money returned or my mobility scooter
Initial Complaint
Date:11/03/2023
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.
Two items I ordered were not delivered on the promise date. At the time of this complaint the items were still not delivered. Order 112-1932930-2885803 and 112-3513007-6319453
Business Response
Date: 11/05/2023
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I see that you are referring to the order #***-1932930-2885803 and ***-3513007-6319453 regarding the items you mentioned as not received.

I have researched your complaint but wasn't able to find the items you asked about using the information provided.

We would need you to write with the complete details of the item names which you didn't received.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 11/05/2023

Complaint: 20822472

I am rejecting this response because the items delivered late were Its the

Woyinger Compatible with Airpods...

and
Eurcool Mens Shoulder Bag,Small...

Sincerely,

***************************
Business Response
Date: 11/06/2023
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.

Upon reviewing the complaint details, I see that you are referring to the order #***-1932930-2885803 and ***-3513007-6319453 regarding the items you mentioned as not received.

Thanks for sharing requested information, based on information I've processed refund for Woyinger Compatible with Airpods to your original payment method and you'll receive the refund with in 3-5 business days.

And for Eurcool Mens Shoulder Bag,Small... the refund is already processed on Sunday, November 5, 2023.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:11/03/2023
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.
trying to cancel amazon prime but only can contact thru web page and you can't cancel without putting in a Credit card or bank number I removed the information due to the account being repeatedly suspended due to suspicious activity according to amazon. I only logged in on the table t and my laptop. the was never any movies watched or items purchased so no reason to suspend. I removed my information for payment so I could not be charged and now they wont cancel the account with payment information re entered. I want this account closed.
Business Response
Date: 11/15/2023
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I see that you are referring to the gift card balance which is missed from the account.

Protecting your privacy and the security of your data is and has always been a top priority for us. The most secure and straight-forward way to submit the request is to follow these steps:

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu. Tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and select "Close My Account."

Please note that the closure is permanent and afterwards the account will no longer be available to you. We will not be able to restore the account.

If you decide later that you want to start ordering from us again, or if you would like to use products and services that require an account, you will need to create a new account.

By requesting the closure of your Amazon account on any ********************** site, you'll also lose access to all the products and services offered across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password).This includes, among others, international Amazon sites (for example amazon.ca, amazon.fr, amazon.com.mx), and Audible, etc.

If you have multiple accounts, follow the provided steps for each of them to ensure that we have the correct authority to take action on each account you wish to close. A confirmation notification will be sent to the email address associated to your account or via text message. You'll need to reply within 5 days to verify your request. If you are experiencing issues with logging into the account you wish to close, visit the following Help page: ************************************************************************************

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:11/03/2023
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 reached out to Amazon on a hardware issue I was experiencing with my kids fire tablet and they said since it was still under warranty and they could replace it. I sent the original tablet off cus I had to return it to get the replacement. Once it was marked as returned under my orders I never received a notification that the replacement had shipped. I spoke with someone a few days later and they said it wasnt marked as a replacement and I would receive a refund instead. I originally bought the tablet on sale so now if I get a refund I will probably have to pay extra to buy a new one. All I want is the original replacement that I was told I was getting. I included screenshots as well.
Business Response
Date: 11/09/2023
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 checked with the concerned department in this matter.

After reviewing they've issued a replacement for the item on November 4, 2023. The replacement order should get delivered to you by Tuesday, November 7, 2023.

Here is a direct link to check on the status of your replacement order:

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 11/09/2023

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:11/03/2023
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 Amazon.com for a retractable Extension cord Reel. Order # ***-5376119-4893040 (Dewenwils 30 ft) on Dec 12, 2022 I wanted this to use with my portable generator if we lost power over the winter. We had a mild winter never lost power. I forgot about the order.Amazon never deliver the item. I looked up past orders and saw I was charged for this item i never received. You should not be charged for an item that never gets delivered. Amazon claims that I needed to return the item within a period of time but you can't return an item you never received.I would not mind receiving the item or receiving a refund but it is stealing to take a customers money for an item you never delivered.
Business Response
Date: 11/04/2023
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint details, I see that you are referring to the order #***-5376119-4893040 regarding the item not getting delivered.

Based on order details, we can see the order marked as delivered on Tuesday, December 13, 2022. As we can see the order marked as delivered long ago. We don't have any option to take any action on it.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 11/05/2023

Complaint: 20822187

I am rejecting this response because: There is no proof that it was delivered or delivered to the correct address. Amazon has delivered items to the wrong address many times. I did not received this item. It was not delivered to my home address which was entered in my order to amazon to buy this item.
Having not received the item amazon should refund or deliver the item that i ordered.

Sincerely,

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

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