Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

59,493 total complaints in the last 3 years.
21,511 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/20/2023
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.
In a report of the business, on 09/20/2023 I' messaged amazon customer service in a live chat for the status of a refund. (2) weeks prior I received a stale container of Hemp Fiber where of' Amazon **************** requested that I take a photo of the stale hemp fiber and message Amazon back with a "written request" with my information for the refund. However' Amazon did not refund my purchase stating the hemp was stale but, the message back to Amazon with my information was to be "handwritten" on paper not on an email message.
Business Response
Date: 09/23/2023
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.

Firstly, I'm sorry to hear that a stale item was sent to you. Upon reviewing the details, I see that you contacted us stating that the item was damaged and our specialized team have asked you to send a photo. The one that you sent is invalid, kindly send a photo of the item itself along with a piece of paper (handwritten or typed) containing the Amazon account holder's name and a date on or after August 30, 2023. The information must be visible in one photo. Your photo must be submitted before 29-September-2023 to be considered for review.

I request you to please check the email with subject 'A Message from Amazon ***************** sent to you on Wednesday, September 20, 2023 at 7:57 AM (PDT).

Thanks for your patience.

Regards,

Saud
Amazon.com
*****************************
Customer Answer
Date: 09/25/2023

Complaint: 20630598

Amazon never followed up with the Consumers Email response with the requested attachment letter.

Sincerely,

*******************
Initial Complaint
Date:09/20/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Problems with getting my order now I want my order that I did not get refunded to me.
Business Response
Date: 10/19/2023
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.

It was concerning to hear about the issue with order not being delivered on time.

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

I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

Complaint was forwarded to our internal team for cancellation however team was unable to cancel the order from our system. I apologize for the inconvenience caused.

To help you with this, I have issued $50 gift card to your account which was applied on the order and it will be credited in 1-2 hrs.

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

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

Rest assured the balance amount which was authorized from card was cancelled and reversed.

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

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

Regards,

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 10/19/2023

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:09/20/2023
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 purchased a YIOU Air Purifier H13 from Amazon on 08/4/22 the first unit was defective so they sent me a replacement on 08/09/22. The unit cost $55 plus tax which amounted a few cents over $60 here in **********. The unit has an air quality sensor that detects the air quality and tells the unit to run on low, medium or high. The sensor quit working in the beginning of Aug 2023. The unit is suppose to have a ******************************************************* *****. I contacted Amazon warranty services and the said since it was past 30 days to contact the manufacturer. The manufacturer first gave me troubleshooting steps which I did but didn't solve the problem. Then they told me there was nothing they could do since the product was sold by Amazon. Neither company will refund me or replace the item. I believe Amazon and YIOU are guilty of false advertisement. I have all communications and my bank records to prove that they denied the warranty and that I paid for the Item. I have filed a claim with the *** and the ********** ***********************
Business Response
Date: 09/23/2023
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'm sorry that the purifier is defective and also for all the troubles you've faced in trying to resolve this. Upon checking the details, I see that the item was purchased in 2022 and our return window is active for 30 days. As it is way beyond the return period, we do not have any actions to take. I request you to please consult manufacturer.

Thanks for your understanding.

Regards,

Saud
Amazon.com
*****************************
Customer Answer
Date: 09/25/2023

Complaint: 20630243

I am rejecting this response because: They keep telling me to contact the manufacturer, I have contacted the manufacturer which is YIOU and they will not honor the 18 month warranty because it was sold by Amazon and tell me to contact Amazon. Amazon states on the product page that there is a 18 month manufacturer warranty which is not true. To me this is false advertisement. I still want a replacement and feel Amazon should not be selling this product because the manufacturer will not honor the 18 month warranty

Sincerely,

****************
Initial Complaint
Date:09/20/2023
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 an Amazon Prime account as a monthly subscription, which I did not agree to. I signed up for a yearly (one-time fee), but I have accepted the monthly despite never giving consent for the change (which is more expensive than a one-time yearly payment). However, I have also been charged extra each month for various media services for months that I never agreed to. I tried to find contact information for Amazon to dispute the charges and/or talk to someone for a refund, but there is no way to do so for digital purchases. I went through several searches, menus, even the online "chat" and all just kept directing me to more options. There is no way to actually discuss your subscription or their shady business practices. They do not get proper written consent for monthly charges and there is no way to dispute them. I want a refund of the monthly subscription charges for video and music services charged without my consent.
Business Response
Date: 09/23/2023
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 understand that you're charged for digital purchases, please do not worry, I will help you with this. To help you better, I request you to please reply to this email and send me all the associated digital Order ID's. You can view this on your account. Your Account > Your Orders > Digital Orders.Please send me the details of all the digital Orders that you'd like to inquire about.

Let's work together and find the best solution.

Thanks for your patience.

Regards,

Saud
Amazon.com
*****************************
Customer Answer
Date: 09/26/2023
I sent a list of orders that should not have been charged.
Business Response
Date: 10/06/2023
Hello *****,

Thank you for your response!

Im really sorry to hear about the inconvenience you experienced and your interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. 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 ***ropriately.

Amazon music unlimited and the Screambox channel have been cancelled and refunded.

Amazon music Subscription ID: ********************, and Screambox Subscription ID: ********************.

A refund was issued to your bank card on October 5, 2023 for $49.90.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days.

Please disable voice purchases on ***** devices to avoid ***** to be able to start the music subscription.

Require a Voice Code for Purchases with *****

Open the ***** *** .
Open More and select Settings.
Select Account Settings.
Select Voice Purchasing.
Turn Voice code on and set your 4-digit voice code.

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:09/20/2023
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.
ORDER # ***-7239846-3232263 ODER PLACED September 10, 2023 TOTAL $18.97 item ordered 20x30 color print Print ordered arrived wrinkled and damaged but the business has provided no means to ask for replacement or refund.
Business Response
Date: 09/23/2023
Hello Han,

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 order #***-7239846-3232263 that arrived damaged.

To help you with this, I request you to please contact our customer support with the images of the item confirming the details of the damage to review and to further assist you.
Here's a link to our Contact Us page:

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

****** K
Amazon.com
*****************************
Initial Complaint
Date:09/20/2023
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.
ORDER # ***-2204971-5749847 Transaction amount: $24.99 Merchandise ordered: "MISSION Day Tripper Sun Protection Wide Brim Hat - Crockery"Date of purchase: 08/27/2023 Merchandise was returned to the merchant within the return period via *** courier. The business has not processed the refund as of today.
Business Response
Date: 09/23/2023
Hello Han,

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 delay in return processing of the item returned from the order mentioned in your complaint.

I've reviewed the details of the order and see that the return was created on September 15, 2023 with the Estimated Refund Date of Friday, October 6, 2023 before which we won't be able to take any actions on the order with regards to the return.

However, as the return is already received, refund will be issued as soon as the return is processed at our returns center.

If you don't hear from our ************** by October 6, 2023 please write back so we can find out what happened.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 09/25/2023

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:09/20/2023
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.
There are three transactions in my bank account charged by ********************** , which are not related to my account . I am able to confirm this via my Amazon account's transaction page , as well as the customer service team who confirmed these transactions are related to another account(s) , yet they are unable to remove the charges.The last 4 digits of the card in question is **** . The date for these transactions is September 18,2023. The three amounts are $6.77,$4.51,$14.68. All the transactions mention "18SEP2023AMAZON CHANNELS **".
Business Response
Date: 09/23/2023
Hello Wail,

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'm sorry to hear that you've been charged for purchases you did not make. To help you better, I request you to please help me with associated charge ID's. You can view the charge ID's on your bank statement or you can contact your bank.

Thanks for your understanding.

Regards,

Saud
Amazon.com
*****************************
Customer Answer
Date: 09/25/2023
As I have emailed Amazon previously , the bank charges have no charge ID number. As such, please search using the last 4 digits of the card charged (****) and the charges I have mentioned.

I need this rectified. Your customer service agents were able to locate the charges. I believe so can you.
Business Response
Date: 10/06/2023
Hello Wail,

Thank you for your response!

In continuation to our correspondence, A payment descriptor is text that appears on your bank, or credit card, statement, and shows details for which company processed a payment. Descriptors could include information such as the company name, date of the charge, and the State where the purchase was made.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for order, or subscription. We can locate the account with Charge ID.

Since we were unable to find an account with amount and last 4 digits of card provided, I recommend you dispute this charge directly with your bank.

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

If you could able to locate the charge ID of the transaction, you may contact our customer support for further assistance using the link below:

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

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 10/06/2023

Complaint: 20630035

I am rejecting this response because:
As I have mentioned before , your payments do not show such thing as a transaction number . I have provided a picture and description, since it seems really hard for you to understand this.

So I definitely don't understand your inability to locate the charge , when your own customer service have confirmed its done by another account that have my bank card linked to it.

I have taken measures to ensure it doesn't happen again, but your lack of understanding and lack of willingness to remedy the situation in any form, even by issuing an Amazon credit as a form of courtesy, shows your lack of customer appreciation , even at a level like this.

I will take the appropriate measures , up to possibly legal and media ones. I will indicate my refusal of solution to BBB as well.

Govern yourself accordingly.

Sincerely,

*****************************
Initial Complaint
Date:09/20/2023
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 over $45,000 gift card balance in my Amazon account. ********************** went ahead and cancelled the account without warning. I no longer have access to the $45,000 of the Amazon money.Amazon needs to re-open my account or send me a check for my gift card balance.I appreciate your help getting this matter resolved.****
Business Response
Date: 10/19/2023
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 10/06/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 10/25/2023

Complaint: 20629922

I am rejecting this response because I did not do anything wrong.
The company closed my account. They have not told me why.
I did not get any warning that my account was being closed.
Amazon took my gift card balance as well
I am asking Amazon to open my account and restore my gift card balance

Sincerely,

*******************
Business Response
Date: 11/10/2023
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 **********.

Sincerely,

********
Amazon.com
==============
Customer Answer
Date: 11/10/2023

Complaint: 20629922

I am rejecting this response because my account with ********************** was closed without warning.
I had a gift card balance on the account.
When ********************** closed my account they took all of my gift card money.
I have no idea why Amazon closed my account.

Sincerely,

*******************
Initial Complaint
Date:09/20/2023
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.
They have shut down my aamazon account for no reason. They sent me an email with a bunch of words that make no since. Hello,Your Amazon account has been enforced in accordance with the Amazon.com "Conditions of Use":************************************************************************************************************** Why did this happen?We took this measure because we believe your account has not complied with the Amazon.com "Conditions of Use".Has your account been enforced in error?If you believe there has been an error, please submit the following information:-- An explanation for the activity occurring in your account.-- Evidence or examples that demonstrate your account complies with our "Conditions of Use".How do I send this information?Send an email that includes the above requested information to buyer-account-appeals@**************************** **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.Amazon.com
Business Response
Date: 10/04/2023
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.
Customer Answer
Date: 10/11/2023
The only thing I heard back from them is that there is nothing I can do and they never gave me exact reasons as to why they closed my account. Everything I purchased was either gifts or personal use.
Customer Answer
Date: 10/11/2023
The only thing I heard back from them is that there is nothing I can do and they never gave me exact reasons as to why they closed my account. Everything I purchased was either gifts or personal use.
Customer Answer
Date: 10/11/2023
The only thing I heard back from them is that there is nothing I can do and they never gave me exact reasons as to why they closed my account. Everything I purchased was either gifts or personal use.
Customer Answer
Date: 10/11/2023
The only thing I heard back from them is that there is nothing I can do and they never gave me exact reasons as to why they closed my account. Everything I purchased was either gifts or personal use.
Initial Complaint
Date:09/20/2023
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.
Ordered front door rug from Amazon.com on 11/27/22. It was damaged and I requested a replacement and pickup. The replacement came and the pickup of the damaged rug was to be picked up by *** on 12/5/22. During the same time, I ordered an 8-foot, ******************* by Birch Lane from Wayfair.com. This was also scheduled for delivery on 12/5/22. On 12/5/22, ***** delivered my table from Wayfair.com and put it on my front porch next to the rug that was being returned. *** arrived to retrieve the rug and instead, took the table. This table would have not been anywhere close to the weight of the rug. On the evening of 12/5/22 when I arrived home and noticed the rug there and not the table, I called the table company to check delivery. They confirmed it was delivered and stated they had picture confirmation of it on my porch. I then called *** to check the label tracking number. *** told me the tracking number was picked up and it is in route. They were not able to assist me because of a contract between *** and Amazon. So, I called Amazon. The person on the phone told me they would re-route the table and I would receive it back in 2 days. On 12/19, I called again. They said they would find out and get back with me. On 12/23, Same thing but I asked them to email me while on the phone since I was having trouble getting help. They stated in the email that I would receive my table now in 4 weeks. I called again on 1/10/23 and constantly every month since. I have contacted *** again and explained how Amazon is not helping me, begging for them to step in. But they aren't able to either. On 9/12/23 I spoke to a supervisor named ******* about the issue. He told me he would have it corrected no problem and he emailed me a confirmation stating a refund would be issued to me in the amount of $1200. 9/20/23 I called to follow up. Now they say I need to wait another 5 days for them to find the table and not refund me. I just need help with this large company to actually resolve this
Business Response
Date: 09/29/2023
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 to hear that a wrong item was picked up by the carrier. Upon checking, I wasn't able to locate an Order ID. I request you to please reply to this email with the associated Order ID.

Thanks for your patience and cooperation.

Regards,

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

Customer Answer
Date: 10/05/2023
The rug that was to be picked up is order

113-5500933-7374601

my account is
*******************

the dates are listed in attachments as well for further verification

Customer Answer
Date: 10/05/2023
The rug that was to be picked up is order

113-5500933-7374601
my account with ******************** is under user
*******************
dates of order and return items are in attachments
all employees of amazon that I spoke to confirmed my details were in the notes of the order showing all of my calls and complaints

Business Response
Date: 10/07/2023
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'm sorry to hear that carrier picked up wrong product instead of rug from Order ID: ********************.

Upon reviewing I see that we have received incorrect item however due to the amount of time lapsed, our returns center won't be able to investigate on the issue any further.

I apologize about the misunderstanding and incorrect information that you received about refund of $1200. I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

As one time exception, we would like to offer $100 Gift Card to your account as compensation for the inconvenience caused.

Kindly reply back to this email with your acceptance to the gift card credit so that I can apply to your account and confirm the same.

Thank you for your understating. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 10/07/2023
No. I do not accept the disregard to the theft of my table that your company has participated in and blown off for almost a year. The time lapsed is not my fault. This is unacceptable and demand another supervisor to assist in the matter.

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