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

57,677 total complaints in the last 3 years.
21,758 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:07/14/2023
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 closed my account 2 previous times. *he last time was in 2022. Ever since then I have called and spoke to someone about every single question I had so that didnt happen again. I followed every direction to the * they requested I do. Now they closed my account again and refuse to open it back up. Even though I communicated with them on everything I had questions about. All I want is my account to be opened again and all my baby contributions back and my gift card balance back. *his is really their fault not mine.all they have to do is look back on all my phone calls and they will see I followed all their rules.
Business Response
Date: 08/02/2023
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 7/21.
Funds in your account will not be disbursed.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 08/02/2023

Complaint: 20320739

I am rejecting this response because:
I followed all the rules each and every representative told me. If they look in the notes like they were supposed to do and listen to my phone calls each and every time I call, they will know that I am telling the truth. I want my account back open with all of my contributions and gift cards available.. I should not be punished by following the rules. It is their fault not mine, so I am going to fight this all the way.
Sincerely,

***********************
Initial Complaint
Date:07/14/2023
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 bought a wig from Amazon and I returned it unused. They kept promising when it was returned to them I would receive a refund. I checked up on it and no one refunded it. Now I have to wait till August. I want my money 59 dollars back.
Business Response
Date: 07/15/2023
Hello Tauja,

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 have reviewed the information you have shared on the complaint to try looking up the order being referred to. We were not able to locate any accounts or orders in this regard.

We need you to write back with the full order number ans email/phone number of the account the order was placed from. Once we have this information, we would be more than happy to respond with available options.

I look forward to hearing from you.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 07/18/2023
They sent my refund and it went through the next day. I don't know why that was so hard to do. It makes their customer service look bad.
Initial Complaint
Date:07/14/2023
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.
On 07/07/23 I ordered a Chafing Set from Amazon. It was supposed to arrive on 7/12/23 however on that day I saw where it was in two places at once. I spoke with an agent regarding that who promised that it would arrive and if it didn't it would be refunded and I could keep the item. A few hours later I received and email stating that I would not receive the item on 2/12 and it was delayed. I contacted Amazon back and was told they could process the refund but in order to make sure I get the item to wait until it was delivered. Which I did? Upon the item's arrival I contacted Amazon as I was told and for the past 4 days have been told I can't be refunded UNLESS I return the item even with my photo proof and notes on my account. I finally contacted a representative that tried to help me but said the system wouldn't help me and to contact back on 7/14 for my refund, on 07/14 I contact Amazon and spoke with 4 different agents who refused to issue the refund stating I was given incorrect information. I have attached proof of correspondence supporting my issue and need for resolution.
Business Response
Date: 07/15/2023
Hello Logahn,

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 about the late delivery and have reviewed the issue in detail. While we regret the delay and misunderstanding, the package was delivered and we are not able to issue any refunds or promotional credits on the order.

You do have an option to request a return in case the item is eligible by going to the order details page. Once the return is received at the processing center and verified in processing, a refund would be issued.

We appreciate your feedback and have forwarded it to the correct team internally.

I do not have any other information on the action taken by the team at this time.

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

Complaint: 20320459

I am rejecting this response because: I have clear proof of 3 separate Amazon agents offering and promising a refund w/ keeping the item with the documents attached to the original complaint. If it NOT my fault as a customer that agents weren't trained properly or said the wrong thing. I demand a refund for this item.
The email as well as the chat are consider legal binding contracts in the eyes of the law, for Amazon to NOT stand on their word (regardless of if was misspoken information due to the fault of three agents NOT the consumer) is illegal.
Sincerely,

Logahn ********
Initial Complaint
Date:07/14/2023
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 # **** Date of the transaction is 7/12/2023. The amount paid was $24.99. The business committed to providing next-day delivery; however, the driver delivered the package to someone else's door. I don't feel as though the company tried to resolve the issue because I was told I needed to wait an additional day to see if the driver would deliver the package, but the delivery confirmation picture shows that the package was placed in front of somebody else's door I have attached photos of my door in the door where the package was delivered contacted customer service to express my dissatisfaction the first supervisor hung up on me the second one transferred me back to that department where they kept repeating the same thing you cannot get a refund or a replacement until 8:00 PM the next day I explained to them that I was leaving town and needed the item that was the reason why I placed the order yesterday. I was guaranteed delivery, which did not happen; however, the driver's carelessness and the supervisor hanging up on me were unacceptable. I don't see why I am penalized or made uncomfortable because an employee did not deliver what the company promised.
Business Response
Date: 07/26/2023
Hello ******,

I am ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We apologize that you haven't received your items from order ending with ****. We're happy to help you further.

Please reply to this email with your responses to the following questions in English or Spanish from the email address associated with the Amazon account that you used to place this order.

Youre able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be completed before Sept. 12, 2023 to be considered for review. Send one set of responses for each package that you didnt receive. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY) :_______________

3. Package tracking number:_______________

4. Name of the items you didnt receive:_______________.

5. Is it your first Amazon package at this address that you didn't receive?_______________

6. If no, how many times it has happened? _______________

Please feel free to contact us directly by replying to bbb @amazon.com if we can be of further assistance.

Regards,
*****
***********************************
Initial Complaint
Date:07/14/2023
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've being an Amazon customer for +10 years. I've bought many books for my kindle and had a 50+ audible collection. On July 10th I ordered some articles for my upcoming wedding, everything goes as usual. However, on July 12th I got an email stating that my account is closed because I asked for refund for a large number of orders. My first thought is that there is a misunderstanding and I got the email by mistake because I have not request any return or refund from amazon ever. I tried to login into my account and it was effectively close, revoking my access to my kindle books and my audibles and unable to track the articles for my wedding, immediately I requested for a review which got revoked automatically. With the fear that I had being hacked or impersonated I wrote a second email requesting to provide me with orders information or anything that could tell that my account had requested for refunds, the answer was to stop sending emails and didn't provide any of the information I requested.I tried another channel, and only got into circles:July 12th, 2023 14:14 CEST va chat with ***************** he forwarded me to a phone call July 12th, 2023 14:21 CEST got a 17 mins call with *******, who told me that filled a form to get my case sorted (case: A3A8AA1NHBXK75) and asked me to wait 48h July 14th, 2023 12:17 CEST via chat with ******, forwarded to a phone call.July 14th, 2023 12:29 CEST got a 1 min call with someone who mumbled his words and allegedly didn't hear me. July 14th, 2023 12:34 CEST via chat with *****, forwarded to a phone call.July 14th, 2023 12:47 CEST got a 31 mins call with ****, who told me again that he forwarded the case (case: C349BB2MZBXH12) and that I'm supposed to wait 24h. Out of desperation I asked what options I have, he told me to write to cs-****************************** When I wrote to cs-****************************** got into a bouncer because the email address doesn't receive any emails. I need from Amazon to restore my account or refund all assets.
Business Response
Date: 07/29/2023
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 29th July 2023.

Sincerely,

********
Amazon.com
Initial Complaint
Date:07/14/2023
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 BBB, we have an ongoing critical issue with Amazon.com, and our business account with them which affects our business severily. Our Amazon Business account was locked after we made our first purchase through it on June 22 (Order ID: ******************** (Card in Charge Method ending in ****, Exp. 06/26).Amazon Business then asked us to provide some documents, a billiing statement, and a business card for ******************** which we did on June 28 (sent as a reply to the specified email address: business-to-business-************************************* However, we did not receive any response. We called to Customer Support, and they told us we will be contacted within ***** hours on July 5. *******, we did not hear from them as well. Can you please help us? Our account is still on hold, and we cannot login to it at all. Can you please reply and tell us what Amazon need from us, so that they will be able to lift the hold from our account, and what is the reason for that hold in the first place?Kind regards.
Business Response
Date: 08/08/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 8/8/2023 confirming account reinstatement.

Sincerely,
Amazon.com
Initial Complaint
Date:07/14/2023
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.
Date of the transaction : ********, July 13 The amount of money you paid the business: $500 What the business committed to provide you: Shopping product What the nature of the dispute is: They hold my account, hold my $500 gift card Whether or not the business has tried to resolve the problem: They not allow me access to my account to do anything, they just it locked my account Account : ************************ Order: #***-4584483-8283425
Business Response
Date: 08/22/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 08/22/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:07/14/2023
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.
A item i ordered through Amazon Prime. Final Details for Order #***-4699201-2095425 Print this page for your records.Order Placed: July 10, 2023 Amazon.com order number: ***-4699201-2095425 Order Total: $26.58 Shipped on July 13, 2023 Items OrderedPrice 1 of: ******** Replacement Internal Cooling Fan for Xbox Series X (XSX) Console,with Opening Tool Sold by: ******** (seller profile)Supplied by: ******** (seller profile)Condition: New $24.99 Shipping Address:******************************** ************************************************************************************************ Shipping Speed:FREE Prime Delivery Payment information Item(s) Subtotal:$24.99 ************************* -----Total before tax:$24.99 Estimated tax to be collected:$1.59 -----Grand Total:$26.58 Payment Method:**** | Last digits: **** Billing address ******************************** ************************************************************************************************ Credit Card transactions **** ending in ****: July 13, 2023:$26.58 To view the status of your order, return to Order Summary.The item first said delay in transit then it said Delayed, Not Yet shipped. Customer very un helpful including supervisor. Then i received email says it's shipped clicked the link Say Delayed Not Yet shipped then i was provided with tracking number TBA307586264441 am looking at now on screen. Your supervisor got me very upset i hung up couldn't deal with it very stressful. According to the supervisor that tracking number is not listed for that item. But it's posted Infront of me. No one wants to help me all i get is frustrating results not my fault Amazon caused this issue all i did was place a order i needed the part for my Xbox the Original OEM part failed i need to repair it.This is not the first time i had issues with Amazon like this most likely won't be the last. Something is Definitely wrong on their side . Their customer service needs work.
Business Response
Date: 07/18/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order#***-4699201-2095425 regarding the item delivery.

I understand that the service you received by customer service team is not happy for you. I'll make sure to forward the feedback to the team to work on it so that such issues won't get repeated.

However, as we can see the refund of $26.58 is processed on Saturday, July 15, 2023 and you'll receive the refund within 3-5 business days.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

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

Complaint: 20319650

I am rejecting this response because:
The reason as follows last time i had a call from your corporate Office. Last time i been through this i mean no disrespect but i been told by your corporate Office before this would never happen again. I called to find out if any changes to that item all they did was canceled the item i got instructions to send it back once delivered i received a message stating that i don't have the item. That item was not delivered here so i better not be charged for a item i don't have. Am not pleased dealing with your customer service representative and a supervisor was not what expected. If only knew how many times i been through this path. And told it will not happen again. Plz review all phone calls on this item between customer service representative and me. I was even told by a rep she was going to mark it as lost but she didn't but gave me a refund and instructions to send item back once delivered. Again i don't have the item. Something has to give changes have to be made.
Initial Complaint
Date:07/14/2023
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 have been attempt to replace a phone that had died. I have been trying to purchase a phone compatible with my provided, ************ The vendor had several choices which advertised that they were compatible. This turned out not to be the case. I would have to return the phones and Amazon had two options: to return back to my credit card - 30 days, or to return to an Amazon gift card - 1 to 2 hours after drop off. For the third return that was no longer and option - it was to take potentially 30 regardless of the method of return. I contact Amazon customer service and was assured that if I returned my purchase my refund would be to a gift card within one to two hours after drop off. That was not the case. I then contacted customer service again to tell them I wanted my return to my credit card and not a gift card. I was told that that was impossible and that despite my instructions my return would be to a gift card. I expressed that that was not acceptable. Despite my express instructions and wishes the return was made to an Amazon gift card, essentially holding my money in their accounts instead of returning it to me. I want my money ($91.79) returned to my credit card as I have no intention of making a purchase from Amazon anytime in the near future. That amount was originally purchased by me with my own credit card and yet Amazon insists on keeping it and not returning it to me. I want a refund.
Business Response
Date: 07/15/2023
Hello *****,

I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We are sorry to hear that you didn't receive refund on returned Order.

I can confirm that the return is now complete and refund has been processed on Thursday, July 13, 2023 at 10:39 PM (PDT)
Refund amount $91.79 to Gift card balance.

You can view details of the completed refund on your Amazon.com account:
**********************************************************************************

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

Regards,
*****
***********************************
Customer Answer
Date: 07/23/2023
No this claim has not been resolved. I had requested the return to be made to my credit card NOT an internal gift card. That has not happened and I never received the reply from the vendor - in this case Amazon.com.

***********************;
Business Response
Date: 07/29/2023
Hello *****,

I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

The refund has been credited to your Gift card balance.

However, if we re-issue the refund to your Original payment method only $17.27 will be credited to your Card and rest $74.52 to your Gift card balance because that's the Original payment method used to pay for this Order.

Even if we force the refund to Original payment method it would still go to Gift card balance, the source payment. Please confirm if you want us to credit $17.27 to your card out of Gift card balance.

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

Regards,
*****
***********************************
Customer Answer
Date: 08/01/2023

Complaint: 20320295

I am rejecting this response because:
The actual purchase in this line of misleading purchases was with a credit card and not a gift card. Furthermore, when texting with Amazon customer support I was explicitly assured that if I did the return, allowing it to go to a gift card, that that would be available within 1 to 2 hours after the return as it had been in the past.
That was not true. Amazon is now holding my money, interest free, against my explicit instructions.
Sincerely,

*************************
Business Response
Date: 08/06/2023
Hello *****,

I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

As per your request, I've re-issued the refund to Original form of payment method used on this Order.

$17.27 will be credited to your Credit Card and rest $74.52 to your Gift card balance, which cannot be issued to your Credit card because that's the Original payment method used to pay for this Order.

We request your patience and understanding in this.

Regards,
*****
*****************************
Customer Answer
Date: 08/09/2023

Complaint: 20320295

I am rejecting this response because: it implies an outside force preventing Amazon from making the return to my credit card as requested. It also does not take into account its own employee's misrepresentation to me which led to the purchase being made in the manner in which it was.

Sincerely,

*************************
Initial Complaint
Date:07/14/2023
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.
This appeal relates to the blocking of my amazon account. Reason for blocking: shipments were sent to Amazon that contained the wrong product. This is a violation of their policies. I have conducted a thorough investigation and provided them with comprehensive information on the incident. Brief Description:I had an employee who had been on the job for about 2 weeks. I did not formalize him in any way while he was on probation. I bought goods from a supplier and sent them to the employee's address, where he was supposed to process the package and send it to amazon to the warehouse. However, I was later able to find out that instead of the right item, he sent a cheap and off-plan item. Amazon could not accept the package because it did not match the shipment plan. I was later blocked. In my appeal, I provided everything I knew and also attached the documents I had (invoices, proof of shipment, photos of the goods). I had no intention of defrauding anyone. I myself became a victim of deception, although this does not absolve me of responsibility for such a negligent attitude to business. For some reason amazon is refusing to reinstate me. I don't know what to do anymore. I really need to get this business back. I have done and am doing everything I can to make sure this doesn't happen again. Please help me resolve this issue with Amazon. Maybe you can convince them to give me another chance.
Business Response
Date: 08/01/2023
Hello,

We reviewed the information provided by you and completed the review of the account. We have decided not to reactivate your account due to violations of our FBA Policies.

Thank you
Amazon

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