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

58,831 total complaints in the last 3 years.
21,952 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:07/16/2023
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.
I ordered a Kitchen sink twice. First time Amazon stated it "lost" so they refunded my money and was told I will need to reorder the item. I ordered the item foe the second time. I am not told it was "undeliverable" because the package was damaged. I have not received my refund and am being told I have to wait at least 14 days before they can review the refund status. This item never left the Amazom Facility per tracking yet they won't refund my money for an item that was never shipped to me. They canceled the order based on their discretion, however still charged me. This item was not sent to me, received by me or returned by me so my refund should not be held for a item they determined was undeliverable. I have called multiple times and told they can't do anything and when I ask to speak with a manger I am told the supervisor is the final escalation resource and they disconnect the call
Business Response
Date: 07/17/2023
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 refund for the item Kitchen Sink from the Order ID: *******************.

I apologize for the inconvenience.

I've checked and see that there is no direct refund option as of now.

However, once the returned item is scanned, refund will be automatically initiated to the original payment used.

I would request you to wait for the refund and I'll get this done at the earliest possible.

If there was any option from our end, we would have surely helped.

Regards,
Arun

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

Customer Answer
Date: 07/18/2023

Complaint: 20328865

I am rejecting this response because:the item did not leave the Amazon facility. Why would they bill my credit card when the item was damaged and per the Amazon policy it was not deliverable if damaged? There is no legit reason my payment hasn't been refunded for a product that has remained in their possession from the date the order was placed.

Sincerely,

*************************
Business Response
Date: 08/01/2023
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 apologize for the delay.

Upon checking, I see that the refund for the item Kitchen Sink has already been initiated on Thursday, July 27, 2023 at 1:24 PM (PDT).

Refund should have been credited to the original payment method by now.
Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 08/03/2023

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:07/16/2023
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 June 30, 2023 I purchased order number: 114-3970025-9282649 Clitoral ************** ********, ************************** Stimulator for Women. Total price I paid $18.18.I recieved my purchase from Amazon on July 1, 2023.After using this adult *** toy only one time, it completely stopped working and the included charger also did not work.I contacted Amazon about this issue and was told I would need to ship the item back to be refunded. I feel that is very unsanitary and downright disgusting to be expected to send back a used *** toy! Now I am also deeply concerned about all the other adult *** toys I've purchased throughout the years on Amazon, wondering if they repackage and resell their returned *** toys!This sick Amazon return policy on used *** toys needs to be changed!
Business Response
Date: 07/17/2023
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 item purchased in the order #***-3970025-9282649.

I've reviewed the details of the order and understand that returning the item would be unhygienic. Usually, a return is mandate for us to issue refunds on the items returned and to review the cause of the defect(s) so that we can pass the details to our internal teams to prevent the issues from recurring. This helps us in procuring and providing quality items to our customers.

However, as a 'one time exception', I've applied $18.18 gift card balance to your account. This balance is readily available on your account and you can view your balance and usage history in Your Account here:

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

You're welcome to dispose of the item to avoid any inconvenience.

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

****** K
Amazon.com
**************************
Customer Answer
Date: 07/18/2023

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:07/16/2023
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 canceled my account.On Thursday 13th they sent me an email that said "your account is directly linked to another account that we previously closed for violating of our Conditions of Use. As a result, you may not open a new account or use another account to place orders on our store." I contested this claim. Later, the 14th, another one that said We took this action because you consistently asked us to issue refunds for a large number of your orders. While we expect the occasional problem with an order, we cannot continue to issue refunds to you at this rate." I contested this claim. Which is it? My account is linked with a previously canceled account or I am asking for too much refounds? They answered this "As we informed you earlier, we have closed this account. Our records show that we previously closed an account of yours for violating the terms of our Conditions of Use agreement. When we close your account for violating the terms of an agreement, you cannot open a new account or use another account to place orders on our site."It's baffling to me that Amazon shows so little disregard for something so important like this. I have never ask for a refund. Not even one. I have never returned a product asking for money. I have been using this account for over 10 years and never had an issue with it nor have an alternative or previous used account that was used to violate Amazon's terms os use.I have asked Amazon to review my account to realize that I haven't ask for refunds and that my tenure as a client has been without any problem or any violation of their terms of use.
Business Response
Date: 07/28/2023
Hello,

We have reviewed the details and 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:

www.amazon.com/contact-us

Sincerely,

Account Specialist
Amazon.com
Initial Complaint
Date:07/16/2023
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 received damaged products from my order they told me to send pictures of the damaged items and a picture with my name and date I sent both..this is the third day of having these damaged products at my home which was tar shampoo and a nair product the tar shampoo had broke after I sent the pictures the next day I deposed of the products because its been in my home for days then I received a email telling me too take another picture with the paper and the damaged product together I explained to them that its been days and the messy product was deposed so now they wont give me a refund even though they have the picture of the damaged product
Business Response
Date: 07/17/2023
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 items purchased in the order #***-0035317-9990630. I've reviewed the details of the account and can confirm that the information provided by our support team is correct as per our current policies.

As you have confirmed that you disposed of the item(s), I request you to please refer to the email sent on Friday, July 14, 2023 at 10:58 AM (PDT) with the subject line 'Amazon Order Specialist' and reply to that email with the images of the damage along with a piece of paper (handwritten or typed) containing the Amazon account holder's name and current date.

Further, the information must be visible in one photo. We're unable to take action until we receive the requested information.

Your photos must be submitted before July 29, 2023 to be considered for review. Once we receive your photo, we typically respond within 3 days with the appropriate action that has to be taken on the order.

Please note that the email has to sent from the email address registered with order placing the account.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 07/18/2023

Complaint: 20328528

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:07/16/2023
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.
Dear Amazon,I am writing this complaint with a mixture of deep frustration and profound disappointment to urgently appeal the ban unjustly imposed on my Lost Ark account approximately 20 days ago. It is disheartening to express such emotions, given the countless hours and genuine passion. I have poured into Lost Ark, accumulating a total playtime of over ***** hours. Additionally, I have invested approximately 200 euros in purchasing Royal Crystals, which further highlights my unwavering commitment to this beloved game. I have been an active and dedicated player in Lost Ark since its inception, immersing myself in its captivating world and enjoying the camaraderie of its community.The ban was thrust upon me while I was simply navigating in the character selection menu, innocently awaiting my return to the game. The complete lack of evidence or reasoning for such an accusation leaves me feeling unjustly treated.Over the past 20 days, I have made numerous attempts to reach out to your customer support team for clarification and resolution, but to my dismay, these efforts have yielded no fruit, receiving automated messeage that doesnt allow me make my case and defend myself against such accusations. This approach has only deepened my sense of frustration and isolation, further reinforcing the injustice of this situation.In conclusion, I implore you to prioritize my appeal, conduct a comprehensive review of my account's history and a specific reason of getting banned. I seek nothing more than the restoration of my account and my place within the ******************* I earnestly hope for a prompt and equitable resolution to this distressing situation.Thank you for your attention to this matter, and I remain hopeful for a favorable outcome.Sincerely,Levente Kiss Game: Lost Ark Char name: Levidblade Region: EuropeCentral Server: Evergrace
Business Response
Date: 07/18/2023
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 ban imposed on your Lost Ark account.

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:

"We've reviewed the player's penalty, and sadly, we are unable to make any adjustments to it as they have violated our Amazon Games Code of Conduct.
We won't be able to share further information about their penalty or about our investigation methods."

However, you may refer to the email sent to your registered email address dated: Friday, July 14, 2023 at 3:40 AM (PDT) with the subject line 'Your Amazon Games Inquiry' for more details.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 07/25/2023

Complaint: 20328387

I am rejecting this response because:
Porposed solution written wasn't satisfactory.
Sincerely,

Levente Kiss
Initial Complaint
Date:07/16/2023
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 purchased the 4 x 990pro 1TB SSD on Amazon on 12Jul2023. And I received mail regarding the payment was declined, so i would like updated my payment method, however, when I try to login amazon.com, it said my account is closed and will send email to talk about this, but i haven't received any email is about this issue. Then, I have tried to reach the amazon costumes service via email and phone, but they only reply the canned message.My amazon account is *******************
Business Response
Date: 08/08/2023
Hello, My name is ********, and I am a member of the Amazon Account ******************** team. *************** on behalf of your BBB inquiry #********. I've reviewed your e-mail, and I understand you're concerned about your account being closed. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. We've found your account is directly related to another account which has been previously closed due to the violation of our policies. Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one. Im sorry for any disappointment caused and appreciate your understanding. Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the "Your Orders" menu on Amazon.com.Best Regards,Victoria,Escalation Specialist Amazon.com *****************************
Initial Complaint
Date:07/16/2023
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.
Hello, I am reaching out to BBB for help. I have been so patient with Amazon and my account. It's been about almost a year since they suspended by account. I have spoken to so many agents by phone regarding my account. ********************** is stating that my account is suspended due to "MISUSE". I explained to EVERY agent I spoke to over the phone why I think my account was suspended. Last year 2022 around prime day I ordered a bunch of stuff with my room because I was redecorating my room, now at the time we were still dealing with covid. Now no matter how many times I placed notes on my account, for example "Please leave my package upstairs at apt door, people steal in the building". The carriers will either not read the note, or totally ignore my request. Now the reason why I placed notes on my account because this is exactly what I was trying to prevent from happening. That didn't matter because when my things did not arrive or were stolen (because my app informed me package was delivered, sometimes I would even get a picture of my downstairs lobby). Now at that time I was working for CityMD and I was working 12 hour shifts, by the time I got home it was either 10pm or 11pm. I would also notified amazon customer service about my job hours. ********************** had to refund me many items due to this issue. And now they have suspended my account and no one has ever called me back, so I can get my account back. If I don't receive my packages and they're not where the picture indicated, then this is not my fault. I can not stay quiet on expensive missing items. How fair is that? So because I told the truth and communicated with Amazon, the company suspended my account.
Business Response
Date: 08/07/2023
Hello, My name is ******** and I am a member of the Amazon Account ******************** team. *************** on behalf of your BBB inquiry #********. Ive reviewed your e-mail, and I understand you're concerned about the decision to close your account. While we realize issues with shipping and delivery can occur or you may not be completely satisfied with every item you purchase, the rate at which these incidences were reported to us on your account is considerable.While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. The decision to close your account is a final one, and we arent able to consider further requests to reinstate it or issue anymore refunds. Im sorry for any disappointment and appreciate your understanding.Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the ""Your Orders"" menu on Amazon.com.Best Regards,
Victoria,Escalation Specialist Amazon.com *****************************
Customer Answer
Date: 08/07/2023

Complaint: 20328164

I am rejecting this response because: Amazon is not being understanding whatsoever. Why didnt they mention what they sent me? What information is correct? I have these same emails ever since Ive been trying to get my account back. I even gave up trying to get my account back here and there but this is not right Ive had my account for quite some time. So Im fighting for this.
You know how many times I spoke with this company? I followed everything they told me to do. I updated my settings, my delivery settings. I put my cell # on there, I even placed a detailed note !
There are conversations between me and Amazon and me informing them of my long hours, how I would prefer if it was sent on a Thursday to Saturday. This all was occurring in the height of Covid.
Why give me all those refunds back then without issues? And when ***** slowed all the way back down you close my account? This is why I am fighting for my account because whats wrong is wrong. Dont send forms to my email have me fill them out, dont give me refunds over the phone, you guys shouldve told me my account was in jeopardy. I would have made it my business to put a different address !!! Communication is key and I definitely did my part many times. I refuse to pay for an item/items I didnt receive, no matter the cost of the item/items.

Sincerely,

***************************** *******
Initial Complaint
Date:07/16/2023
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 chatted with Amazon customer service on 07/13/2023. I wanted to get clarification if the Laptop sold under ** was in fact an authorized user because Hewlett Packard did not honor the post warranty option and stated that the seller was not authorized , so if I wanted my computer repaired, it would be an out of pocket expense. Explained this to Amazon representative *****, who provided me with 2 options , a replacement and or a refund for $736.99 back to my original form of payment. I opted for the Refund, because the computer is no longer available. Also I was sold a defective laptop that no longer can locate a hard drive, ** recovery is no longer viable and it computer stated that there is no operating system. So Akash from Amazon confirmed that a refund was issued at 1:32pm to my card ending in **** and to allow 48 hours for the confirmation email/ The email never came and so per Akash from Amazon....Yes I wanted to confirm with your assistance, my order was it from the ** store or is this a 3rd party vendor, The computer has completely lost its hard drive and recovery mechanism and ** Tech Support wanted clarification Oydsien WOWPC order # ***-5144803-0444244 $736.99 order # ***-5144803-0444244 1:25 PM Akash | **************** stated that he would issue the refund and quoted in stating **** :31 PM Akash | **************** Thank you so much for the confirmation. :)I have successfully initiated the refund and it will be transferred to your original payment within 5-7 business days.Thank you for staying connected.I really appreciate your time and patience Then today via Chat because I didn't receive the refund email, I was treated unprofessionally by the representative **** and also made the comment $736.99 for free? how lucky is that ? and ended the chat without cause. today when I chatted , with the representative ****, he was rude and unprofessional. He stated that he was going in circles and ended the call. Now I'm told both reps *****
Business Response
Date: 07/17/2023
Hello ******,

I'm Praveen 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 frustration the previous correspondence has caused.

I've checked and see that one of our supervisors have already forwarded the feedback to the immediate leadership of the agent who answered to the chat.

Unfortunately this item is out of return time and you will need to check with the manufacturer in this case. You can print the invoice and show it to the manufacturer for further help. I would request you to please forward the service denial which is the rejection email from the manufacturer to provide you support in this case and we will see what can be done in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/16/2023
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.
I ordered items from Amazon on ONE order. July 12 2023 I chose to pay with Afterpay. Afterpay had ALREADY withdrawn my partial payment which I change THREE times to ensure proper withdrawal was made. Initially delivery was listed as Friday July 14 but after order was placed it said MONDAY July 17. I see an alert that payment was DECLINED. ********** was ALREADY made via Afterpay so I wouldn't owe another until 2 weeks from Wed Jul 12. I WANT MY ITEMS
Business Response
Date: 07/29/2023
Hello ******,

I'm Praveen 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 trouble you had with the order.

I've checked and see that your card was declined. Unfortunately we are unsure what happened on the bank's side. I would request you to please contact the bank so that they can help you further.

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
*****************************
Initial Complaint
Date:07/16/2023
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.
Subject: Complaint Regarding Unfair Practices and Consumer Discrimination by Amazon Dear Better Business Bureau,I hope this message finds you well. I am writing to lodge a formal complaint against Amazon for their highhanded, unreasonable actions and what I perceive as discrimination towards consumers.My Amazon account, ************************** has been unexpectedly placed on hold. Despite my cooperation in providing my credit card statement as per their request, a customer service representative, who I felt was unprofessional, inexplicably asked me to close my account.Before this incident, I had made three separate orders: "114-9192264-7597809", "114-5122243-8434669", and "114-8567169-3012261", each involving the purchase of gift cards. Unfortunately, these gift cards have been rendered unusable, and despite my efforts to address the situation, I have not received any refund.Upon reaching out to Amazon's customer service for assistance, not only was I denied help in reinstating my account, but my appeals regarding the gift cards were also ignored. This poor handling of the situation has left me feeling frustrated and discriminated against.Consequently, my requests are twofold:I demand a professional, unbiased review of my credit card statement by a responsible Amazon official without any racial discrimination. Following this review, I ask for the restoration of my account.If, for whatever reason, my account is still required to be closed, I at least request the reactivation of my gift cards or a corresponding refund.I implore the BBB to intervene and seek swift rectification for this matter. I believe it is only fair that consumers should receive the products or services they have paid for, or be appropriately compensated if they are unable to.Thank you in advance for your attention to this pressing matter.Best Regards,Huai De
Business Response
Date: 08/05/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 8/5/23 confirming account reinstatement.
Customer Answer
Date: 08/06/2023

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,

Ma Huai

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