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

59,741 total complaints in the last 3 years.
21,454 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:09/25/2023
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 put in an complaint to Amazon not to long ago, in-reference to resolving their technical issues with needing a verification sent to my text. I have no problems with any other companies sending me verification texts to my phone number.I took my phone to Xfinity to see if their was an issue with my phone not receiving verification from Amazon. The representative at Xfinity said their is no issues with my phone number not receiving verification from companies, and third parties through my text.I have called Amazon many times about the situation not being resolved, and I get tons of apologies and have me go through the same ritual with hanging up on me, and telling me to look at my text to get the verification code after getting so frustrated knowing that the problem has not been resolved. There are notes on my account about the first complaint, and still no help. Now there is a new complaint with an unexpected charge of $10.59 for Prime Amazon Video Subscription. I **** have a Prime Amazon Video subscription. I ****t even watch Prime Amazon Videos! I called on 9/25/2023 at 6:30am while going into work. The Representative put me on hold then after 10 minutes hung up on me. I called back just to be humiliated all over again. I asked to speak to a manager which never happens. This is the second time Prime Amazon has charge my checking account. I was refunded the first time, however i have to receive Amazon's verification code to get my refund, which causes me problems since I can't get no Amazon verification code sent to my phone from Amazon!I'm thinking of closing my Amazon Account, this is just to stressful with my health issues to keep going through the same thing with no resolution. Thank you!
Business Response
Date: 09/28/2023
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.

We are sorry to hear about the issue you are facing with Verification texts and a charge on your account.

I request you to please share us below information, I'll need to share details internally to investigate further.

Preferred Contact Number
Best time to call
Preferred Contact Language

Rest assured, I can confirm that the refund has been processed on Monday, September 25, 2023
Refund amount $10.59 to your Original payment method.

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

We look forward to seeing you again soon.

Regards,
*****
*****************************
Initial Complaint
Date:09/25/2023
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.
Have placed multiple orders of late that have been lost in their system or physically. Yet they will not refund my money. Couple this with their reps flat-out lying about the resolution and what they are doing on their side. Claims of canceling orders, refunds being processed, and other statements so they can get off the chat and move on as they are undertrained. Plus when ordering to receive the next-day shipment additional items are added to qualify and that money is also lost. Couple this with their total failure to provide an accurate arrival date, lying about the order being shipped so it cannot be canceled, and other means of securing the order and not allowing consumers to cancel an order that will arrive late hence making it useless for when it does arrive. The convenience of Amazon and the knowledge that what you ordered will be here when you need it are the reasons for ordering from them. Remove these and they are just another overpriced delivery service that cannot meet expectations or promises. Not to mention their reps are just flat-out lying as to a resolution they say they are providing but do not. And they know this when making the promise to end the chat. Encouraging this as a business practice would never be allowed in the corporation I work for and would be a fireable offense. Here it seems to be the norm, not the exception. So they hold my money while they attempt to locate package lost in transit, or warehouse or their best excuse carrier misplaced. If they cannot tell where an item is physically when asked but contend it is arriving so a refund or cancellation is not possible, seems to be circular logic at best. at worst just simply stringing along a customer until they feel it is time to give in and do the right thing. A real shame been with Amazon for quite some time and the larger they become the less they care about the people who got them there.ORDER # ***-1707681-5016252 ORDER # ***-7124837-0221067 ORDER # ***-2107304-2567460
Business Response
Date: 09/26/2023
****************,

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 I apologize for the inconvenience you have experienced with delivery of your orders.

I see that refund for an order# ***-2107304-2567460 is already issued to gift card balance and I have issued refund for other 2 orders #***-1707681-5016252 & #***-7124837-0221067 to original payment method, refund will reflect back on your card in 3-5 business days.

I know this has been a disappointing experience for you, therefore, I have forwarded all your comments to the attention of our appropriate department in our company to let them know about your experiences and we'll make sure the appropriate people will take necessary action so that we will mitigate such instances with your future orders.

Thank you for being a Prime member.

Regards,

***************************** P
Amazon.com
Initial Complaint
Date:09/25/2023
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 purchased a *************************** desk on August 16, 2023. Order #***-2652075-6099426. The order came in pieces and when putting together it seem to crumble as it was pressed wood. I also experienced a piece not assembled with holes. As I had these issues I would be satisfied with a replacement at no cost to me. I never thought this happen. The top of desk I believe was warped as it is not level and don't sit right. I was discounted about ***** for not being assembled correctly. The total was around ****** total cost of item before discount was applied
Customer Answer
Date: 09/26/2023
I was refunded. Thank you
Initial Complaint
Date:09/25/2023
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 had returned an item about 3 weeks ago and it said it got delivered to the warehouse over 2 weeks ago . I requested plenty of times to chat with a representative regarding my refund and they where unable to help me out . Now they are saying that I returned the incorrect item when the item never turned on and never worked ! In the catagory of reason for return I selected defective item . They said they disposed the item and they cannot return it back to me. I am very frustrated because I wasted over $1,000 on this phone and they are saying they disposed the phone and they cannot refund my money. I WANT MY MONEY BACK !!! I am very frustrated because every worker in amazon just copies and pastes the same response as if im talking to a robot ! They are no help at all!!
Business Response
Date: 09/27/2023
Hello *******,

I'm Saud 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 that you've not been refunded for the returned item. Upon checking the details, I see that our specialized team dealing with this has emailed you on Saturday, September 23, 2023 at 9:02 AM (PDT) with the subject line 'Your Amazon.com returns'. The email sates that an incorrect item was sent to us and if you'd like to appeal, please reply to that email.

Thanks for your patience.

Regards,

Saud
Amazon.com
*****************************
Customer Answer
Date: 09/27/2023

Complaint: 20650865

I am rejecting this response because:
I have replied to all emails sent by amazon and nobody is helping me with a solution. I returned the right item and I said I want to appeal it and nobody is telling me the next steps in how to do so. Everybody is giving me the same run around copy and paste responses !

Sincerely,

*******************************
Business Response
Date: 10/09/2023
Hello *******,

Thank you for writing back to us!

I have reviewed the previous correspondence and confirm that the information provided was correct from our team as per the email sent on September 23, 2023.

We're happy to accept the return of the correct item at your earliest convenience. We aren't able to process a refund until we receive and process the correct merchandise.

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:09/25/2023
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.
We would like to submit formal complaint against Amazon due to suspension of our Amazon account. They suspect us of purchasing the Amazon account, although they have provided no evidence of this. We have provided them with proof that the account was registered by us and was not used for selling purposes.The owner of the account was originally listed as *************************. He was a temporary employee of our company. We did not formalize any employment relationship with him, as he did not plan to work for us for a long time. His main function was to register the account with his own data. Technically, he was the owner of the account, but formally it belonged to us as a company - ******************** We could not start the account registration ourselves because of problems with the bank account. We didn't want to delay this step, so we found someone who agreed to help with the registration.Once the account was registered, we were given access to it. And since we already had a bank account and all the necessary company documents - we started the process of changing the data in the account, namely:1. We updated the business address to our company name and address;2. Replaced the credit card;3. Had a new TAX interview where we entered the company details;4. Verified selling account using the company founder's data.5.Changed the deposit method to the company bank account.We understand that for Amazon the owner is the one whose data was used for registration, but at the time of realization of this idea we thought that it was possible without any difficulties.We have a completely clean and legal business on a company in the US. We have attached the following documents to the appeal submitted to Amazon:- Articles of Organization; ID of the primary contact; EIN confirmation letter.However, we have already been denied several times for reasons we do not understand. We would like to ask for your help to convince Amazon to reinstate our account.
Business Response
Date: 12/05/2023
Greetings from Amazon.com,
We have reached out to the Selling Partner regarding their concern.
Please advise them to refer to Case ID *********** for more information.
Initial Complaint
Date:09/25/2023
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.
Several different instances I have placed orders for 1 or 2 day delivery and received last minute message, item wouldn't be delivered on time. The last order I received this on I needed the next day. After being at a facility for 23 hours I received the message that item wouldn't be delivered until the day after items were needed. I had to go last minute and try to find a similar product. I spent approximately $45 for said items through Amazon plus additional money to try to find a similar product to no avail. This has happened on several items before and when I contacted them was told it wouldn't happen again. Items can't be cancelled because they have supposedly already been sent so this is false advertising!Don't offer 1 to 2 day delivery if you can not follow through!
Business Response
Date: 09/28/2023
Hello *********,

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 was concerning to hear about the experience you've had with the delivery of your Amazon order.

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

If you've been facing repeat delivery issues, I can work with the relevant departments to prevent this from happening again. In order to do so, I'll need 3-5 orders that this happened with within the past 120 days (as tracking data will no longer be available for us to investigate beyond that timeframe), so that we can investigate and correct the root cause.

If however, this is the only order you require assistance with, could you please write back to us with the order ID so that we can assist you further with this?

I apologize for the inconvenience this has caused.

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: 09/28/2023

Complaint: 20650813

I am rejecting this response because:
This company has all the information they need to resolve this problem. They didn't get some of the things I ordered delivered in the estimated time that was stated. One item a canon printer with ink refills I was told it was lost and I had to cancel the order but it shows that I refused the order. Amazon is very hard to get in touch with about customer complaints. I've asked several times for someone who could speak better English and was disconnected. Stop saying things are available next day or in 2 days if you can't follow through. I pay for a subscription which keeps going up but the service is getting worse. Amazon says they don't have the information for my request. Im not able to get to that information. Please correct your policies and offer some sort of refund. Long time customer should be appreciated in my opinion.

Sincerely,

***********************************
Initial Complaint
Date:09/25/2023
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 have never subscribed to Amazon Prime in my account at all. And they keep charging me ***** every signal month, have replaced it multiple times and never used it on Amazon, I have no idea why they keep charging me for that fee. I have to call them serval times but they can not find that which account is charging my card. chase debit ending ****, amazon account *******************
Business Response
Date: 09/26/2023
Hello Zhezhe,

I'm ***********;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'm sorry for the inconvenience caused with the charges noticed on your account for our ********************** subscription.

I've reviewed the details of the charges ID's provided in your screenshots and see that the subscription related to the charge was cancelled and refunded back to the card on August 9, 2023 and August 29, 2023.
I see that the subscription was cancelled on the account. However, the charged ID's didn't match to the card number provided in your complaint.

As the charge was located on another customers account, for security purposes, I am unable to share the details of the account with you.

To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

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

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

****** K
Amazon.com
*****************************
Initial Complaint
Date:09/25/2023
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.
My account has been wrongfully blocked from leaving reviews. My family has purchased north of $5000 from amazon in 2022. I've reached out to Amazon several times and I either get ignored or they promise something they can't keep. The problem is simple - As a customer I need ability to leave a review and Amazon is blocking that. That is plain BS.
Business Response
Date: 09/26/2023
Hello,

We have reviewed the buyers account and we are unable to reinstate their privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Customer Answer
Date: 09/27/2023

Complaint: 20650666

I am rejecting this response because: there are no specifics. Highly unethical because Amazon still likes my money and let's me purchase the products but blocks me from reviewing bad products. This is highly unacceptable.

Sincerely,

SK
Initial Complaint
Date:09/25/2023
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.
Amazon shut down my account on or around 9/20. I first received an email stating it was on hold for suspicious activity. I sent in information required and was told it was inaccurate and not enough info. I have NOT violated any terms and used the Wedding gift registry as intended. I did have others to gift too the items on my list so I could purchase but NOTHING illegal or out of conduct. I have been with Amazon a LONG time and now unable to access my **** PLUS books or anything. Please help me get my account reinstated.
Business Response
Date: 10/10/2023
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.

We notified the customer of this decision by email on 10/3/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 10/17/2023
Amazon states I violated a term and condition but I have not. Then they give this reason for being denied access. They will not refund for my ****************** kindle from the closure.
Customer Answer
Date: 10/17/2023
Amazon states I violated a term and condition but I have not. Then they give this reason for being denied access. They will not refund for my ****************** kindle from the closure.
Initial Complaint
Date:09/25/2023
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.
Dear Better Business Bureau,I am writing to file a formal complaint against Amazon regarding the sudden closure of my Amazon account and the subsequent withholding of a pending refund. I am deeply dissatisfied with the way this issue has been handled by Amazon, and I hope that your organization can assist in resolving this matter. I got an email stating that my return was successfully processed, and I received confirmation that a refund of $1198.31 was approved. However, shortly after this approval, Amazon inexplicably closed my account without any prior warning or explanation. I believe this account closure is unjust and unreasonable, as I have been a loyal and responsible Amazon customer for years and have never violated any of Amazon's terms of service. I even sold items using Amazon seller.Due to the account closure, I have been unable to access the refund, and it appears that I may never receive the money I am rightfully owed. This is both frustrating and financially damaging, as I relied on this refund to cover essential expenses. In conclusion, I am seeking your assistance in resolving this issue: The release and processing of the pending refund for $1198.31.My Email is *********************** Order# is #***-4609878-2766644 I appreciate your attention to this matter and request that you contact Amazon on my behalf to expedite the resolution process. Thank you for your assistance in helping to resolve this dispute. I look forward to a prompt resolution and a satisfactory outcome.
Business Response
Date: 09/25/2023
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 and refund issue for the Order ID: *******************.

I apologize for the inconvenience that you've experienced in this case.

Upon checking, I see that the refund for the above order has already been initiated on Sunday, September 24, 2023 at 3:01 AM (PDT).

I would request you to wait for the refund as it takes 3 to 5 business days for the amount to be credited.

Hope this information helped.

Regards,
Arun

Amazon.com
*****************************
Customer Answer
Date: 09/29/2023

Complaint: 20650579

I am rejecting this response because: Amazon initiated the refund Sunday prior to the closure of my account, but I have not received the refund even after the specified 3-5 business days have passed. I believe that because my account was closed after the refund was initiated, there is a high possibility that Amazon may have cancelled the refund as well, leaving me in a vulnerable position without access to the funds I am owed.
This delay raises concerns about the refund's successful processing and my ability to access the funds I am rightfully owed. Given the circumstances, I believe it is necessary for Amazon to take steps to ensure that the refund is reissued or expedited or give an explanation about why I have not received it yet.
I appreciate the BBB's support in helping consumers like me resolve disputes with businesses, and I look forward to your continued assistance in achieving a satisfactory resolution!

Sincerely,

Preye Ogoun
Customer Answer
Date: 10/11/2023
In my initial complaint, I outlined my experience with Amazon, the agreement for a refund, and the timeline of events. Despite Amazon's acknowledgment of the refund and the passage of two weeks, there has been no sign of the refund in my account, and ********************** has not communicated with me regarding its status.. I must stress that I am reluctant to resort to a chargeback, as I understand the potential negative impact it can have on businesses. My intention is to resolve this matter promptly, which I believe is in the best interest of both customers and companies. I trust that Amazon values its customers' satisfaction and strives for excellence in customer service.
Customer Answer
Date: 10/12/2023
Is there anyway you could also relay these messages to amazon? thank you again for helping
Business Response
Date: 10/21/2023
Hello,

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 21 October, 2023.

Sincerely,

******
Amazon.com

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

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Amazon.com is BBB Accredited.