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

58,844 total complaints in the last 3 years.
21,963 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: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 purchased a mattress protector through Amazon. It stated it was 100 percent waterproof and specifically protects against urine. This did not work. Our new mattress is ruined. We tried to contact the seller that Amazon has listed, but the seller is fake. We want to be reimbursed for the mattress protector and the mattress that we purchased.
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 complaint in detail and I am sorry for the inconvenience caused with your order of mattress protector.

I've tried to locate the order details with the information available in your complaint.

Unfortunately, I'm unable to locate the exact order you are referring to.

In this case, I request you to please share the order number so that we can review the issue and assist you further.

Thank you for your understanding, you may reply to this Email with the requested information.

We look forward to see you soon.
Regards,

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

Customer Answer
Date: 07/18/2023
My response was submitted to Amazon. Thank you.
Business Response
Date: 07/28/2023
Hello Victoria,

In continuation to our correspondence regarding manufacturer information.

I see that there is no warranty on this product so manufacturer contact details are not provided.

However the Manufacturer name is HHgoly.

Here is the link for Manufacturer store page, where you can follow them and ask further question: ****************************************************************************************...

Here is the link to Ask a question to seller: ***********************************************************;

Most manufacturers list contact information on the product packaging as well.

If you can't find the information there, you might want to try doing a web search to find their phone number or website.

Please be informed that manufacturer is only answerable if they have given warranty on the product or else return window is the only option if you suspect the product is not as expected.

In this scenario refund to gift card has been issued from our side as exception to the buyer account.

We'll not be able to offer any additional insight or action on this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 07/31/2023

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: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.
The seller account named Aurora Supplements, owned by me, *************************** ******, was mistakenly deactivated by Amazon due to the system linking it to another seller account which was deactivated. I contacted Amazon Support via phone, and a representative provided me with the following storefront information for the associated account: Weight Loss Corp.My team and I conducted a thorough investigation and discovered that the Virtual Assistant (***********************), who provided me with the services, also served the owner of the seller account mentioned above. Unfortunately, due to privacy policy considerations, the Virtual Assistant (***********************) refused to provide the contact information of the owner of the associated seller account. Therefore, I cannot and is not obligated to assist in reactivating a seller account with that I have never had any business. I found that the Virtual Assistant (***********************) cooperated with the preparation center whose address she added to the Business Addresses section on my account without my knowledge. The Virtual Assistant (***********************) stated that she added this address of preparation center to other seller account also. As a result, Amazon's system mistakenly concluded that I owned the seller account mentioned above. However, this is an erroneous statement. To support my claims, I have attached the following supporting documentation: 1. Virtual Assistant Services Agreement; 2. Notice of Termination; 3. Affidavit. Please also review the Plan of Action to get more information regarding the erroneous deactivation of my account and steps I implemented. So, I request the reactivation of the seller account named Aurora Supplements, as its deactivation was in error.
Business Response
Date: 07/17/2023
Hello,
We have decided to reinstate this account and an email was sent to them
informing them of this decision on 7/17/2023.
Thanks, Amazon.com
Seller Performance
Initial Complaint
Date:07/15/2023
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.
My name is ********************* and I am 15 years old. I was trying to order an iphone headphone adaptor so that I could use at my track meets. Amazon offered me an Amazon Prime free trial so I decided to agree to it because I wanted to get my item as fast as possible. After that one thing I hadnt used Amazon or the free trial till now. But a little while after when I tried to buy something with my card it declined and when I looked to see where my money went I saw that amazon took it out for the subscription. They are still trying to take out money from my card till this day even though I canceled my subscription the first time they took money out. Its been a couple months and they wont stop. I cant put money on the card now because I dont want amazon taking it out.
Business Response
Date: 07/16/2023
Hello Skye,

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 I am sorry for the prime renewal charges.

I have researched and unable to locate the all the charges with the provided information in your BBB complaint.

To address the issue in an efficient manner and for further research we request you to write us back with charge ID given in payment descriptor.

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 your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.For more information about identifying unknown charges on your statement, visit:***********************************

We look forward to hear from you.

Regards,
******
Amazon.com
*****************************
Customer Answer
Date: 07/27/2023
I got my refund from amazon after they kept taking my money and it was a very easy and simple process I just had a little issue finding where to contact BBB about how my issue was resolved
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.
I am writing to express my dissatisfaction and concern over the current situation with my Amazon account (Email: **********************).On the recent Amazon Prime Day, I took part in the numerous deals on offer and placed several orders with Amazon platform. On July 13, I was surprised to receive an email titled "Your Amazon.com inquiry," informing me that my account had been restricted to digital purchases only due to alleged repeated violations of your Conditions of Use. Additionally, the email stated that all non-digital orders placed on Amazon.com would be automatically cancelled and, if charged for these, I would receive a refund.My concern stems from the fact that my account is not just restricted, it has been completely closed, thereby denying me any access to my digital content or tracking my order status. This, in my opinion, seems to be an error or an excessive measure, as the communication I received did not suggest complete closure.Furthermore, I have not received any notification about the cancellation of my orders or any subsequent refunds, which contradicts the information provided in the email. As of this date, my credit card statement does not reflect any refund activity corresponding to the transactions made on your site.Given these circumstances, I kindly request the following actions:1. Reevaluation and immediate clarification on the account restrictions placed. If there have been any violations on my part, please provide specific instances so I can address them appropriately.2. Access to my account or at least an accurate status update for each order placed during Amazon Prime Day (including order number, shipping address, and tracking number, etc.). I need to know which orders have been shipped, delivered, or cancelled.3.If my orders were indeed cancelled, as per Amazon's initial communication, I would appreciate an expedited processing of all applicable refunds to my credit card.
Business Response
Date: 07/16/2023
Hello Ran,

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 access to your account that is 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.

In this case, If you would like to appeal this decision, reply to the email sent to your registered email address dated : Thursday, July 13, 2023 at 2:22 AM (PDT) with the subject line 'Your Amazon.com inquiry' to reach an account specialist.

Our customer support cannot reverse this decision or share more details on this matter. We can only confirm that we sent this message and help you with any other issues.

Further, you can able to view the orders placed on your account here: ***************************************

Also, we won't charge on any of the cancelled orders as we only charge at the time of shipping out the order(s). If any authorization is visible on your account, this should be removed according to the policies of your bank. Please contact your bank to clarify how long they hold authorizations for online orders.

Thank you for your understanding. 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,

Ran Ji
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.
Still did not receive refund for my return. 111-1790292-4037061.
Business Response
Date: 07/19/2023
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 delay regarding refund of the order ID 7061.

As confirmed by our customer support team I request you to wait till August 5, 2023.

If you haven't been issued a refund after August 5, 2023, we recommend that you reach out to the carrier that you used to return the item to Amazon.

Thank you for your understanding.
Regards,
******
Amazon.com
*****************************
Initial Complaint
Date:07/15/2023
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.
Went to buy a product from Amazon.com. Product showed Same Day Delivery on qualifying orders of $25. Bought $48 worth of the product. When I went to check out, the earliest delivery date was 3 days away.Amazon chat agreed that it was misleading, and said that the delivery times on the product page were only an estimate of shipping time. Nowhere on the page does it say that same day delivery was an estimate.
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.

Were sorry for any misunderstanding with reference the delivery date when you went to the product details page. We regret the inconvenience and have passed on your feedback to the correct internal teams. We will not be able to issue a refund at this time.

The correct estimated delivery date will be included on the final page of your checkout, and in your order confirmation email. The "Want it...? Order within..." date on the product page can be different from what appears during checkout because of several factors which may change between adding the item to the cart and checkout.

If you would like to cancel your order due to a change in this delivery date, you could follow these instructions in future. You can also refuse delivery of the item in transit; we will issue the refund once it is received and verified by our processing center.
1. Go to Your Orders (********************************************************)
2. Click the "Cancel Items" button.
3. Select the check box next to each item you want to remove from your order.
4. Click the "Cancel checked items" button.

You can find more information about our Shipping & Delivery Help Pages here:
*******************************************************************************************************

Our delivery estimates are based on a variety of factors, but if we provide a guaranteed delivery date on the checkout page, your shipping fees may be refunded if we miss our promised delivery date. The guarantee may not apply if we miss our promised delivery date because of an unforeseen circumstance outside of our control.

While we mostly have limited reports of this nature, we closely monitor issues impacting carrier delivery estimates and actively work to address any concerns. When planning shipment routes, extended delivery windows may also appear because carrier capacity has reached their threshold during that period, for that delivery area.

Customer satisfaction is our top priority and we partner with available carriers to increase capacities to avoid delays.

We appreciate your patience and understanding while we strive toward resolving your concerns.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:07/15/2023
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 July 12th, i chose participate in amazon prime day shopping. Now i see that is the worst mistake i could make as a consumer and will probably never do it again... or shop with amazon period ever again. This money hungry retail giant is quick to charge you for services but fails to deliver these services. I initiated two charges on my mastercard ending in ****, one for *****. One for *****. I made these transactions FIRST and were emailed receipts. (chronological evidence provided). i THEN AFTERWARDS initiated a charge on my **** ending in ****. There were more than enough sufficient funds on this card to pay the ***** charge (complete total of this order was *****). I dont know or care what kind of technical problems amazon might have with payment processing and POS, but these fools lied to my face saying my card ending in **** did not have sufficient funds. Not only did they lie, they took the steps to charge my card ending in **** WITHOUT authorization FROM ME THE CONSUMER. When it comes to fraud, Amazon is walking in eggshells. I will take this to the *** next. Not only was I fraudulently charged, amazon NEVER even charged the card ending in ****.THE ONE I MANUALLY ENTERED FOR THE PURCHASE. In addition to this i received shipment and delivery confirmation for a product THAT NEVER SHOWED UP.($*****) I called customer service and spoke to a offshore agent. This woman hung up on me after "placing me on hold". I'm not stupid i know how call centers work. I've already contacted my card issuer to dispute these charges. I am DISGUSTED with amazon and their poor customer service. It is clear ******************** neglects and disrespects their customers and their hard end finances that they choose to spend with the retail giant. I want all of my money back. Down to the *****. I also want everything that i ordered and attempted to order during this POS fiasco. Or at least credit and THE SAME PRIME DAY PROMOTION. I will be escalating this to the *** i've had enough of amazon.
Business Response
Date: 07/18/2023
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 have reviewed your complaint in details and I am sorry for the inconvenience caused with those orders.

I see that some of them were cancelled due to recurring decline of payment from your bank.

In such cases you need to verify or update your payment method.

If your payment information is correct, you can contact your bank for more details.

Your order remains on hold for a limited time. Which we did but we did not receive a valid payment so orders were cancelled.

Once order is cancelled we cannot reinstate them.

You can go ahead and reorder those items if you still need them.

If you have issue with any delivered order, please get back to us with the order ID and issue with those orders.

We look forward to see you soon.
Regards,
******
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.
I placed three orders during Prime Days and they are supposed to be delivered on 14th July. However, I got a notification saying that the package was damaged and thus cancelled. So I contacted Amazon on 14th July, and I asked for replacement instead of refund, the customer representative told me to contact them again on 15th July, as it is still within the expected delivery date, they can't issue replacement in the system.On 15th July, I contacted again, two representatives told me they can't issue replacement, and I need to wait till 17th July.In the amazon system, it clearly said the delivery has been cancelled.order number :ORDER # ***-3950977-2833833 ORDER # ***-4449239-7543418 ORDER # ***-3732001-6277827
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 and I am sorry for the inconvenience caused with those 3 orders.

I see that refund has already been processed to your original payment as we do not have a control over the sellers inventory.

I'm afraid that we will not be able to help you with a replacement.

However those 3 orders were bought in prime deal and could not get delivered so please reorder those items and get back to us once reorder is delivered.

Once the new order IDs are given, we will issue gift card balance for the amount difference.

Thank you for your understanding and cooperation.

Regards,

******
Amazon.com
**********************************;
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 purchased tires from Amazon and they delayed the delivery. Based on this they without my permission cancelled the service of having the tires installed and left me on the phone for 1 hour and 30 minutes without resolution
Business Response
Date: 07/21/2023
Hello Rose,

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 I am sorry for the inconvenience caused with the tire order.

We understand that returning the item may not be the best option but we cannot reinstate the cancelled order.

If you still need further assistance in this matter please feel free to get back to us.

I hope this information helps.

Regards,

******
Amazon.com
*****************************
Customer Answer
Date: 07/24/2023

Complaint: 20326060

I am rejecting this response because:
I ordered tires on Amazon that required me to pay for the service fee to have them installed. The tires were supposed to be there on Friday. Amazon messed up and didn't have the tires there on until Monday. Because of this Amazon cancelled the service charge and then Midas would not install my tires for me because of this. The amount of aggravation Amazon caused should not be acceptable. I couldn't even get through to someone to help and I was on the phone for 90 MINUTES!!!!

*******************************************
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.
Returned a **** dock purchased using order 114-4335528-1441843 under tracking is 1z0v2y989034096378. Seller received the unopened item back and never issued a refund. Attempted to resolve this through the A-Z protection with Amazon but it was denied even after attempting an appeal. Now the seller has both the item and my money.
Business Response
Date: 07/18/2023
Hello Remi,

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 in details and I am sorry for the issue with refund for the order.

I see that dispute was filed from your side and it can take ***** days to resolve from submission date.

For more information you need to contact the issuing bank.

I hope this information helps.

Regards,

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

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