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: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 have been using Amazon for normal household use for a long time. I suddenly got my account closed ************* without any notice or email. All my Echo devices suddenly logged out and I could not access my account anymore, just after had an "item shipped" email from Amazon an hour before my account got closed. I tried to contact their CS but the result is " violating the terms of our Conditions of Use agreement " which I do not think I violated any of it. As a loyal customer of **********************, I subscribed to Amazon's Prime account, using ********************** Fire tablet and several Echo devices in my house, and always order loads, almost all my appliances, furniture, gadgets, etc. from Amazon. I do not think it is fair to close my account without any reason, and I feel disappointed and frustrated about it.I would like to have my account ************************* reopened and the reason why my account suddenly got closed. Thanks.
Business Response
Date: 10/12/2023
Hello, My name is ********, and I am a member of the Amazon Account ******************** team. *************** on behalf of your BBB inquiry #********. After further consideration, on on 25 September, 2023 we have decided to reinstate your Amazon.com account. We would appreciate your input about anything we can do to help prevent such issues in the future. We want your experience shopping at our store to be a rewarding one. If you have any order or account related concerns, please contact our **************** team at the link below: **********************/contact-us Best Regards,Victoria,Escalation Specialist Amazon.com *****************************
Initial Complaint
Date:09/24/2023
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.
On August 3rd, I was making a purchase on Amazon.com. Before I confirmed my order, I found that my gift card balance is lower than expected. Checking the balance history, I realized that there is a balance hold of $93.58 with a pending date. I tried contacting customer service via online chat and phone calls, none of them were able to explain why there is a hold and offered no solution to this issue. I have provided all the proof I could to them but got no response from them. I repeatedly trying to reach out, but after a couple of calls I started getting excuses like "technical issues" from them. I just want them to provide a solution, preferably a refund of the amount indicated.
Business Response
Date: 09/27/2023
Hello ******,

I am ****** 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 gift card balance that was on hold from use.

I've tried to locate the gift card balance details in your account and can confirm that there isn't any active or balance that was placed on hold.

If you have any other account with this claimed gift card balance, I request you to kindly contact us with the details of the account to get this reviewed further.

Alternatively, you may write to us at ************************************** with the gift card details to get this reviewed and resolved.

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

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

Complaint: 20650523

I am rejecting this response because:
I have provided everything as proof that my account DOES have a gift card balance hold. I do not have another account. I didn't make this up and this is not the response I am looking for. I will send an email to escalate this but I still would like the business to recognize their inability to provide a solution and adequate support on this issue.

Sincerely,

*********************
Initial Complaint
Date:09/24/2023
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 purchased a Roku Ultra from Amazon and had to have it replaced 3 times. I keep having issues with it. I called and spoke to someone and told them my issue. He said that he was going to escalate it and as a courtesy refund me 30 Dollars to purchase a new remote for my Roku Ultra. I paid $100 for the Roku Ultra. I asked him to put it in a gift card so I can purchase the remote and have it ASAP. I got the email stating that I would be refunded 30 Dollars but it was to the wrong place. So I called back. The next person I spoke to told me that they would not give me the credit and they are rescinding the email that stated I was getting it. I was very upset. I am a prime member and I have ordered over 200 products from Amazon this year already. This is not fair. I also called because the wired airbuds I bought not too long ago are defective and wanted them replaced. The ones that came with the Roku Ultra did not last long. The first guy said he was doing that too and did not do it. The next person wouldn't because it was a little over 30 days by about a week. They don't work and I paid for them. I spend so much money at Amazon. I don't like the way I was treated. I would appreciate any help in this matter. Thank you so much
Business Response
Date: 10/23/2023
Hello *****,

I am Aqeeb 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 apologies for the inconvenience you experienced and your interaction with customer service. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

I've reviewed your complaint and checked the mentioned order. Upon checking I see that the order was placed on Sunday, October 9, 2022. The return window has already expired for the item. At this point we will not be able to accept the return for the item or issue a refund for it.

We request you to reach out to the seller / manufacturer for any further assistance in this matter.

Your patience and understanding is appreciated. We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 10/23/2023

Complaint: 20650492

I am rejecting this response because:

I really do not accept Amazon.com's response to my complaint. I spend so much money with them and many a time I get defective products. Not only was the Roku defective, but also the airbuds I purchased. It is not fair that they offered me a refund and rescinded it for the 30 dollars. I'm not very happy with them. Thank you.

**************************;
Initial Complaint
Date:09/24/2023
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.
On September 14th, I suddenly received an email from Amazon informing me that my Amazon account had been closed. I was very surprised and asked for the reason.Afterwards, they replied to my first email, informing me that the reason for closing my account was that I had a large number of orders requesting refunds. So I explained to them that in the past year, I only had one order around August 22, 2022, and I have not requested a refund within three years.They replied to my second email, telling me that this is the final decision. I stated that I will not be responsible for anything I have not done before, and unless they provide evidence, I have no right to close my account that still has gift card balance.They replied to my third email, informing me that I can log in to my account but can only purchase digital items using the gift card balance. They made this decision because they noticed multiple violations of my account and warned me, but I still didn't listen. I told them that Before I received the email notifying me to close my account, I did not receive any account violation notifications from them, and I hope they can investigate this matter. Of course, I also admit that my account *** have been hacked.Afterwards, they replied to me again, saying that they did so because they found that my another account had a violation record. I told them that for over 8 years, I have only had this account and no other accounts. I have not violated the Conditions of Use. I request them to restore the normal use of my account. But they no longer replied to me.My Amazon account is *****************
Business Response
Date: 09/27/2023
Hello,

I am Srujan 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 trouble caused accessing your account that was restricted to digital purchases only.

To help you with this, I've worked with our internal partner team on your request. Please note that we are not able to take additional actions, including overriding their decisions for next steps.

Ive pasted their response below for your convenience:

"Hello,

We previously contacted you about violations of our returns and refund policy. Since then, we have continued to notice violations of such policies on your account.

We are writing to let you know that we have restricted your account to ********************** purchases only.

We will automatically cancel all non-digital orders placed on Amazon.com and if you have been charged, a refund will be processed.

If you would like to appeal this decision, reply to the email dated September 18, 2023 at 8:21 AM (PDT) to reach an account specialist. Alternatively, you may write to **************************** to appeal the decision.

We can only confirm that we sent you this message and help you with any technical issues. We cannot reverse their decision or provide you with more details on this matter.

Thank you for your understanding. Have a great rest of the day!
Customer Answer
Date: 09/27/2023

Complaint: 20650483

I am rejecting this response because:
I have repeatedly emphasized that I did not engage in any of the violations they described, but my account was inexplicably restricted.
And I made an appeal response to their email on September 18th, but they did not give me any further response.

Sincerely,

*************
Initial Complaint
Date:09/24/2023
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.
I created an Amazon account, I deposited $25. When I used it to make a purchase, my account was locked. ********************** appropriated my $25, I asked to reopen my account and continue using that money to make purchases.My account is *****************************
Business Response
Date: 10/12/2023
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 9/23/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 10/17/2023

Better Business Bureau:

My account has been unlocked, I can use it to continue making purchases.
Thank you.

Sincerely,

*************************
Initial Complaint
Date:09/24/2023
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.
All items save one in the last month that I have ordered, have been unsuccessful in their delivery despite being fine prior. I'm currently on the 4th order of the same item (6th attempt for amazon to deliver) and with each attempt, the onus is being put more and more on me, when it is Amazon that is messing up.9/12/23 1st order: Said delivered but wasn't. Reorder issued. 9/19/23 2nd order: Said delivered but wasn't. **************** said that they left it on the truck and it would be delivered within 24 hours. I waited, after which I contacted customer service. They issued a refund, and told me to order again.9/21/23 3rd order: Required a six-digit code to be spoken to the driver, however I let the customer service know that I'd be out of town. I was unable to respond, but it said it would attempt on the next day. I waited for a message or delivery. Amazon logistics called and the package was listed as undeliverable, returning to the warehouse. **************** told me that I have to wait for the warehouse to say it's been received, despite acknowledging that they have it.I am now beholden to Amazon for my money, which is being held from me while I order the item again. I am also beholden to Amazon to be at my door when the package arrives to give a code, which I cannot guarantee given that I do not work from home. Things Amazon can do 1) Use the on-site amazon lockers. Whenever things are delivered there, I get them. When they come to my door, I don't. 2) Take a photo when you drop the item off, which I thought was policy.3) Do NOT require the customer to reorder the item without first giving a refund.4) Update your GPS locations. Amazon's GPS location for my apartment is not correct. 5) Give your customer service alternate options, when the suggested option has already been tried and already failed multiple times.
Business Response
Date: 09/30/2023
Hello ********,

I'm Srujan 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 caused with the order placed and for the delivery experience you have experienced.

I've tried to locate the order with the information available in your complaint. Unfortunately, I'm unable to locate the order details you are referring to.

In this case, I request you to please reply back to this email with the order number so that we can review the details and assist you further.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 10/18/2023
I was going to let this lie because I thought it had been resolved, but Amazon is still coming after money that I don't owe them.
The main order in question is ORDER # 112-9323028-9093821 which was listed as returned with a separate order ORDER # 113-8767939-5753826
Please stop double charging me for the item that was never delivered.

Business Response
Date: 11/02/2023
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 order 112-9323028-9093821. We have researched this matter and confirmed that the dispute in question has been resolved in your favor.

Please contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon Marketplace purchases before contacting your card issuer. For more information, visit the page: www.amazon.com/gp/help/customer/display.html?ref_=hp_**_nav&nodeId=G59PXSUWUFR92NUQ.

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

*****
Initial Complaint
Date:09/24/2023
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.
On August 3rd, 2023 my son **** purchased a $70.00 Amazon gift card to purchase a Zelda ***** He added it to his Amazon account and purchased a Zelda **** thru a seller (112-4309302-4659459) within minutes that order was cancelled because we found a lower cost option with another seller. The order was cancelled successfully and he placed another order for $60.31 (112-2798465-7727424). There should be $**** remaining from his $70.00 gift card however he is unable to use those funds because they still show as a pending payment towards the cancelled order (112-4309302-4659459).I have called their customer service 3 times, was hung up on by an agent when I asked to speak to a supervisor and have spent at least 2 hours being transferred to different agents only to continually be told that the order was cancelled successfully and we were not charged for the cancelled order.However no one is able to tell me how the **** can be released for usage on the gift card. After being transferred multiple times, they indicated that we would receive an email response. Email response indicated that the order cancelled successfully. All I am asking is that they release the **** that shows pending for payment on the cancelled order. Please help resolve this issue!
Business Response
Date: 10/02/2023
Hello *******,

I'm Srujan 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 caused with the $9.69 gift card balance that isn't applied back to your account after you cancelled an order.

To help you with this, I've worked with our internal team on your request and got the $9.69 gift card balance applied to the order placing account (not to the account registered with this email address as the order isn't placed from the account registered with this email address).

Once you logged in to the concerned account, you can view your balance and usage history in Your Account here:

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

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 10/03/2023

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:09/24/2023
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 deactivated my account for no reason and without warning. I still have until about February before I am so for renewal of my annual membership, so its not that its unpaid. They locked me out so I cant make purchases, cant use my Alexas, cant access my kindle library of 100s of books I have purchased. They gave no warning or reason for doing so. The ironic thing is I just had to open a property damage claim as a driver hit and damaged my mailbox. Seems they are retaliating against me because their driver was in the wrong and caused damage. I just want my account back.
Business Response
Date: 10/12/2023
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 10/9/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 10/14/2023
They won't tell me what is wrong, if you call the just hang up on you. This was all just days after we settled from their driver damaging my mailbox. They also have cutoff services that I have paid for over the years and own, like hundreds of kindle books that I purchased, my Alexas that are no longer useable, my fire stick that is no longer useable, my smart plugs that are also no longer useable. I still had 6 months of membership left they owe me for and I have been an extremely loyal customer for over 10 years.
Customer Answer
Date: 10/14/2023
This the damage and proof the driver hit my mailbox. They also asked my to supply my personal banking statements to them to keep my account open which they have zero reason to access my personal banking accounts or to see them. That is a huge violation of my privacy.
Initial Complaint
Date:09/24/2023
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 for food delivery, After I submitted the order I noticed they added a 7$ Tip without asking me. So I called immediately to have them remove that tip. They said they could not but they could cancel the order. I said OK and sat on the phone with them for 30 min while they did so. Then I get a text message saying my order was being delivered. An order I payed for with an EBT Card... I check my bank account to see if i was charged for the tip I refused and find out my bank account is now empty. They charge 90$ to my bank account. I called them again and asked for a supervisor, the rep refused. I called again and talked to someone who said they were from a management team and they said they fixed it. I go outside later and find bags of groceries sitting on my porch. I don't know what the heck is going on. I cancled the order and was promised a refund but my bank account is empty and I have all this ruined food that was sitting on my porch in the sun.
Customer Answer
Date: 09/26/2023
I got the money back in my account but I don't know what Im supposed do with all these ruined groceries they left on my porch. Do I have their permission to just throw them away or do they want to come pick them up?
Business Response
Date: 10/18/2023
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 apologies for the inconvenience caused with your Order and Tip charges.

I've reviewed your Order and see that the item was missed in the cancellation process resulting in the delivery and tip charge.

Rest assured, I've initiated a refund of the delivered item and Tip charges.

$73.51 has been refunded on Sunday, September 24, 2023

$9.24 and $7.00 has been today Wednesday, October 18, 2023 at 1:10 AM (PDT) to 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:09/24/2023
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.
Purchased a ***************** area rug.I arrived in a dirty plastic bag, top eight to ten inches of rug was folded over. Outer bag was retaped.Upon removing the bag, I noticed that the label had a straight knife cut trough the label and was cut through to the front of the rug.I returned it via **** tracking #1Z8Y5R467844305419 I did not received my credit in August. I called Amazon and was told that they received the item and to call back after September 9th, as it may take 60 days to process credit. I did not received credit in September.I was told that item was returned to Amazon fulfillment center, however not scanned in to receive credit.I was told to call carrier.UPS tracking # 1Z8Y5R467844305419 states item was returned on 7/19/23 @ 11:05 pm to ******. ** Amazon fulfillment center.Amazon refuses to credit me.
Business Response
Date: 09/26/2023
Hello *****,

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 any inconvenience with the item returned from the order #***-0981485-9850664.

A careful review of your account reflects that the correct information has already been provided.

In most situations, returns are processed by Amazon in 14 days. In some situations, it may take up to 60 days to be processed. This additional time allows our ************** to find and process the item.

As the return isn't processed for the item even after the 60 days of time, we recommend that you reach out to the carrier that you used to return the item to Amazon.

We won't be able to refund the item unless the return is reviewed and processed at our returns center.
Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 09/26/2023

Complaint: 20650198

I am rejecting this response because:
I returned the item and gave PROOF from the carrier that it was dropped off at the Amazon fulfillment center.
I do not understand what more I can do.
Amazon states to reach out to carrier.
I have done that and have provided proof of item being returned to Amazon fulfillment center.
I CANNOT be responsible for employees of Amazon NOT doing their job.
They needed to record the return once dropped off by UPS.
It should not be the fault of the customer or **** that an ********************** employee missed scanning item in.

Sincerely,

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

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