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

58,841 total complaints in the last 3 years.
21,959 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:07/15/2023
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.
I ordered a product May 27th 2023, **************************** for the price of $*****. I never recieved the item and it showed lost in their tracking service. I contacted their customer service department, they issued a second order to replace it. I received that two days later. I also receievd an email from them stating if I do not return the item I will be charged. So I again contacted customer service and they set up a return through *** and assured I would not be charged for the item. I dropped off the item at *** and they receievd it and I got confirmation and a refund of ***** in the form of store credit. I just received an email today July 15th that my card has been charged $40.22 for this exact item. I never recieved another order for this item and this charge is fraudulant. I contacted their customer service and after an hour of wasting my time they just said sorry for any inconvenience. I asked for a refund multiple times and they never acknowledged this request. The original order number was 111-2839819-1641001. The replacement was 113-4712170-8063409. I do not have any of these items currently but I received a charge on my card and an overdraft fee because of their practices. Also they charged me a different amount than the original purchase.
Business Response
Date: 07/16/2023
Hello ***,

I am Raman 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 see the concern you have shared with reference the return and retrocharge you see with reference the replacement order. I regret the misunderstanding.

I have requested the refund for the full retrocharged amount be issued, you should see in in the next 3-5 business days.

We hope this takes care of the issue.

Regards,
Raman R.
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:07/15/2023
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 have just received the worst customer service from ********************** I've ever received. The attempted to deliver a package without me being home because I was at work. I was advised when I placed the order on Prime Days that I would have to be home with a passcode to receive the package. If I would have known this I would have changed the delivery address to my job. I was told by ******** a supervisor this morning that I would receive a code today for delivery once it was assigned to a driver. I waited until almost 2pm when I called back to find out what was going and found out I was lied to again by Amazon, I was treated with disrespect from the front line staff as well as supervisors. I was hung up on multiple times or transferred to other departments to someone that had no clue as to what was going on and were even more disrespectful from the previous people.I'm just asking to have my package delivered at a time I'm home asi do work for a living. I asked if that wasn't possible to just reorder the surveillance cameras at the same price and refund the original order.
Business Response
Date: 07/16/2023
Hello Jan,

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.

When the order was placed, the delivery date mentioned was Wednesday, July 12, 2023. On the same day the delivery was attempted. Further again on Friday, July 14, 2023, the delivery was attempted. The item should be returning back to Amazon. You will be issued refund once the package is returned.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/18/2023

Complaint: 20327113

I am rejecting this response because: there is no reason I should have been lied to and treated like c*** by multiple Amazon employees. There is also no reason you guys couldn't schedule a date and timeframe when I would be home and not at work. The package was finally delivered yesterday, a week late, and most of the items were returned due to unprofessional treatment in regards to this delivery from Amazon. You guys lost me as a customer and I also cancelled my ********************** membership that I was trying. I'm not going through this is Amazon again.

Sincerely,

*******************
Initial Complaint
Date:07/15/2023
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.
A while back my Amazon account was locked because apparently I could not verify my identity. I need my account restored/the chance to verify my identity properly! The issue is connected to the account email address, ***********************************
Business Response
Date: 07/29/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 07/29/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 07/31/2023

Complaint: 20326996

I am rejecting this response because:
I replied to the email but received the message "Hello, We have removed access to this Amazon.com account and canceled all open orders." Why?
Sincerely,

*****
Business Response
Date: 08/14/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 14 August, 2023 confirming account reinstatement.

Sincerely,
Amazon.com
Customer Answer
Date: 08/14/2023

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:07/15/2023
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.
It was brought to my attention that I had an Amazon ** account that I wasnt aware of. I only wanted my Amazon USA account. I worried about the possibility of it being a fraudulent account or someone hacking that account to get to my *** one since I dont use ****** one. I chose to delete it but I was NOT aware the two were connected and it deleted both accounts. I lost everything I bought from Kindle, Prime, and Audible. I called customer service in hopes of getting what I lost back since legally they have to keep the purchase history. Im only concerned about the things that actually cost me money. Which I voiced during that phone call. If they couldnt transfer over what I bought, I wanted to know if it could be reimbursed because they have the purchase history and Id just be buying them again so theres no money lost. Nope. According to them, per their terms and conditions they cant help me in any way. I did NOT choose to delete my Amazon *** account. If I knew both accounts would be deleted I wouldve taken the correct precautions. This was over $1000 worth of books and movies Ive now lost. >>I only chose to close a ** account I didnt know existed or used and the email the responded with for more information is stating what wed lose if we chose to close an account.I didnt know they were connected.Im at a loss of what to do
Business Response
Date: 07/22/2023
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 have reviewed your complaint and sorry for the inconveneince caused with your account.

The information provided by our previous agent was correct.

The account close information was given to you on on July 15, 2023 and in that Email it was clearly stated that by requesting the closure of your Amazon account on any ********************** site, you'll also lose access to all the products and services offered across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password).This includes, among others, international Amazon sites (for example amazon.ca, amazon.fr, amazon.com.mx), and Audible, etc.

Unfortunately the closure is permanent and the account is no longer available.

We will not be able to restore the account or reimburse anything for that account as all data is lost once account close confirmation is given by you.

Please go through our help page to know more, link: ************************************************************************************
I hope this information helps.

Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 07/30/2023

Complaint: 20326975

I am rejecting this response because:
I didnt knowingly cancel the account that housed my Prime TV, Kindle, and Audible.
I work for Amazon, I know legally the purchase history has to held. According to Amazon the license I bought to read the Kindle and Audible books is still attached and open for the account that was deleted. If theyre still connected, that means that its still active in a sense.
Google Reactivate Amazon Account and tell me its not doable. The countless people that have had their accounts deactivated for multiple reasons here and there and then magically got them reactivated.
I did not choose to close the account that held my ***************************************** I dont want a refund, if I can just get access to the 500+ digital books I bought. I have my bank statements, my email receipts, and they knowledge that Amazon also has those receipts of purchase. Its not like Im asking for anything I didnt pay for.
Sincerely,

*****************************
Initial Complaint
Date:07/15/2023
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.
The issue is with my Amazon account being locked. In last June my account was locked after I made an order, I tried to unlock it but the online verification did not work at all. I called customer care to try to find a solution and they said they needed my personal information to verify ownership of the card. I provided it to them over the phone and they said they would submit it for review. I received several emails reading We have reviewed the information you provided but we were unable to verify ownership of your **** payment ending in **** because no document was provided. Your account is still temporarily on hold. You can resolve the issue by signing in to your Amazon US store account again and following the on-screen instructions. Of course I couldnt submit a document, I was on the phone! I was never asked to submit anything. And when I try to log into my Amazon account, the message We have detected unusual activity on your account and have locked it temporarily. Please contact customer service for further assistance shows. This has led me in circles and I need my account restored!
Business Response
Date: 08/09/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 8/9.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:07/15/2023
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.
Amazon recently locked my account with the email address **************************** and then demanded that I provide documentation proving that I had used my card, which I had already done some time ago. Even though I hadn't recently used my Amazon account or even checked out with another card, I added and submitted the needed information. My account is still locked and there is no way out of it now, several days beyond their stated 48-hour deadline. When I attempt to log in, I get the vague message More Information Needed The information you supplied was reviewed by Amazon but we cannot remove the hold on your account at this time. For details, check for an email or text message from Amazon describing next steps. Please contact us for further concerns. I tried calling customer service twice, but the representative only told that the "Account Specialists" would review the account later. They have not fixed this and they need to reopen my account!
Business Response
Date: 08/07/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-08-07 confirming account reinstatement.
Sincerely,
********
Amazon.com
=================
Customer Answer
Date: 08/07/2023

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:07/15/2023
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 started selling on Amazon through a seller account with ********************** back in 2021. For first year I was establishing my online store and marketing it and mase some small sales. everything went smooth however, when I started making more transactions Amazon deactivated my account saying that I was doing drop shipping. In fact I wasn't I have provided all the evidence required to Amazon account handling department but there's still no action from them. Amazon is holding my $70,000.00 and not releasing it due to my account being deactivated. I have tried all the possible option and provided every bit of details to them to activate my account. If they are not activating my account just release my funds and close my account permanently. I had a bad experience with Amazon. I'm willing to provide all the information to justify my account. I request ******************** to help me resolve my issue with Amazon. At least refund my amount and close my account. Anyways I do not want to do business with them anymore. Amazon is just buyer friendly and benefits the buyer not the seller.
Business Response
Date: 07/17/2023
Hello from Amazon.com

Thank you for contacting us regarding pending payments.

At this time, I was unable to locate any seller accounts using the email address from which you have written, [ ************************ For security reasons please know that I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please ensure that all future contacts are sent from the email address used to register the seller account.

If the issue is still unresolved for your Seller account, you will need to send a new email to Amazon from the email address used to register the seller account.
Customer Answer
Date: 07/17/2023

Complaint: 20326819

I am rejecting this response because:
Please see below email associated with my seller account.
**********************************

Sincerely,

****** ****
Business Response
Date: 07/28/2023
Hello,
We have reviewed this seller's account and are unable to accept the disbursement request.
Sincerely,
Amazon.com Seller Performance
Initial Complaint
Date:07/15/2023
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.
the tracking ID for this order is TBA307677249215. this worker was very rude and lazy. they would not deliver my package to my door. the directions on your app specifically say not to provide the code over the phone and they continued to ask me to and wouldnt deliver my package. and then they said *** and were rude to me. they need to be reprimanded
Business Response
Date: 07/25/2023
Hello *******,

I am Raman 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 see the concern you have shared with your OTP enable delivery and have reviewed the delivery notes on the order. I do see and appreciate your concern in this connection, and see the delivery was made successfully albeit late.

We have passed on your feedback to our specialists to review. They will review the communications and take action as appropriate. We will not be able to share our findings or methods here.

Some items require an adult signature at delivery and we will not be able to override the requirement. You would see the requirement when you place the order on the confirmation page. In case you are not able to sign for the order at the delivery location when it is due for delivery, you could choose an alternate location or delivery to an Amazon locker.
************************************************************************************

While our drivers try to deliver to the exact address on the order, there may be local factors affecting the delivery location. You may want to check with your apartment complex or community if any such restrictions exist, and choose an appropriate alternative location.

Thank you writing to us with your feedback.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:07/15/2023
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 number 114-8218165-2737034 Hello I ordered several items for a wedding from Amazon and the items are not arriving when promised. I pay for prime membership. I called ************** and spoke with *** and was told that the seller was not responding to Amazon. Amazon keeps lying about prime delivery and charging people for items that arrive late.
Business Response
Date: 07/16/2023
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 have reviewed your concern regarding the Order ID: ***********- *******.

We take feedback of this nature very seriously, I will make sure the agent is coached.

Please accept our apology for your recent late deliveries, and rest assured that this is not the kind of service we want to provide our Prime customers.
Fast, easy shipping and dependable delivery is something that we pride ourselves on at Amazon.
We have been experiencing some unforeseen complications lately with shipping and/or delivery delays due to the constantly evolving workforce for both Amazon and our carriers due to these trying times.
We ask for your patience as we navigate through these challenges to ensure our customers are receiving the most expedient delivery for their packages.

I hope this information helps, and again, I am very sorry for this added frustration.

Thank you for your understanding and cooperation.

Regards,

******
Amazon.com
*****************************
Initial Complaint
Date:07/15/2023
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.
On June 14th & 15th, 2023 I made a purchased on Amazon. I paid with my credit card. Upon receiving the items, I realized two of the items I did not like and or was not what was advertised. I returned two of the items and on June 20th Amazon gave me a credit on my account versus putting the money on my card how I paid. I did not realize this had taken place until I made another purchased on July 9th. It said I didn't have to pay and I saw there was a credit on my account. I looked to see what was going on and saw they put the credit on my account versus back on the card that was originally used. Thursday, July 13th, I contacted Amazon and the person stated that I must verify my account before they could help me. I told them that I was driving and could not pick up my phone to verify and that they could find another way to verify my account. They told me they couldn't and refused to transfer me to a manager. I called the corporate number and was told they don't handle calls like this. I want my money put back on my credit card. I used my credit card to make the purchased and the return should have went back on that card. I never authorized the return to go to my account.
Business Response
Date: 07/16/2023
Hello *******,

I am Raman 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 am sorry to hear of the refund mode that was not expected when you returned the orders ending **** and ****; I have looked into the options in detail. We are not able to issue the refund to your original payment method at this time.

When I reviewed the refunds, the gift cards have been partially used already. When a gift card refund is used even partially, it cannot be cancelled and refunded to the original payment method.

We recommend you reach **************** immediately or look for options on your order details page under refund details to request the refund to be resent to the original payment method. This will help cancel the gift card balance and resend the funds.

When you request a return, you have options to direct the refunds to your account or the original card/account. While the gift card balance is placed in a few hours of issue, it can take upto 10 business days to reflect on your card/account.

I request you to carefully review the refund mode going forward.

We appreciate your understanding.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 07/18/2023

Complaint: 20326591

I am rejecting this response because: I never wanted my refund issued to an Amazon gift card. Amazon made the mistake and Amazon should fix it. They can return the purchase that partially used the gift card. Put the money back onto my credit card and then bill me for the last purchase. The customer should not be held accountable for Amazon's mistake.

Sincerely,

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

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