Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,335 total complaints in the last 3 years.
21,770 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:07/11/2023
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.
Good morning,I am sharing this information at this point due to the six or seven conversations that I have had with not only Amazon CSRs but supervisors as well. The situation is regards loafers, order#***-0644595-5648235, purchased, $47.68 on 4/30/23 and return a month later on 5/30/23. They were purchased for my son to wear to his senior prom, but the shoe itself was a half size to big. The refund $43.45 could not be refund to the original card used to purchase the shoe because that card is no longer active. In speaking with previous representatives, I was told that I would receive an e-credit, with never happened. The last supervisor I spoke with ensured that I would receive a physical check in the mail by this past Friday, 7/7/23, which of course did not happen. So all in all, Amazon appears to be unwilling or incapable of returning a very modest amount.
Business Response
Date: 07/24/2023
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.

I've reviewed your BBB complaint and I'm sorry to learn your refund of $43.45 was not processed. To avoid any further delays, I'd like to offer this refund in form of Amazon.com gift card balance to your Amazon.com account.

I request your approval to ahead for this action.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 07/26/2023

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:07/11/2023
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, because they are claiming i used a gift card on my account. So i forwarded my bank. statement to show i used my debit card. Also I have $320.00 on my wedding registry that they said they are going to take. I also have my credit ************* cards on my amazon account. I'm also subscribed to prime and they would not let me cancel my subscription because my account is locked.
Business Response
Date: 07/28/2023
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.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 07/16/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:07/11/2023
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 am writing to you regarding the suspension of my Amazon account. The reason for the suspension is suspicion of selling inauthentic products. Amazon requested invoices for some of my items, and I provided invoices from my supplier. However, Amazon did not accept them. They conducted a supplier verification and were unable to establish the reliability of the supplier. Later, I also conducted a verification with my lawyer, and we also doubted the authenticity of the supplier's products. Unfortunately, I did not perform such a verification earlier due to the lack of a lawyer and a certain level of confidence in the reliability of the supplier. Perhaps I had too little experience and too much naivety.I have submitted numerous appeals acknowledging the mistakes I made. I am willing to compensate for any damages caused in order to regain my account. However, I constantly receive rejections from Amazon. They simply state that I did not provide the necessary information, but I do not understand what else I can provide. I have heard that if given a chance, they request invoices from a new supplier. I am willing to provide them. I have taken the verification of my future suppliers very seriously and can guarantee their reliability. These are reputable companies that have all the necessary documentation for their products.I kindly request your assistance in this matter. Perhaps you can help me regain my account.
Business Response
Date: 07/12/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 12 July, 2023.
Thanks,
Amazon.com
Initial Complaint
Date:07/11/2023
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 June 9th I purchased a computer from Amazon.com, specifically looking for a computer I could make payments on instead of having one big lump sum charged. I found the computer and selected the 12 easy payments for the computer. On amazon.com it specifically said I qualify for 12 payments if I made the purchase with my Amazon store card which I did. Fast forward 2 weeks and I get an alert from my Credit report letting me know my credit had been dinged and went down almost 40 points from changing my credit usage. Which is EXACTLY what I was trying to avoid by purchasing the computer at Amazon and choosing the 12 payment option. I completely feel like I was a victim of the Bait and Switch scam. They promised me 12 payments of $65. and some change and once I made the purchase they charged me the entire $870 something dollars all at once which is the complete opposite of what I thought I was getting and exactly what I would not have done had I known. I tried calling several times but it's so hard to get anyone you can understand on the line, and when I did her solution was for me to just only pay the $65 every month even though now it will collect interest every month and most importantly it dinged my credit. I'm in the beginning stages of trying to buy a house and have been really cautious about what I'm spending and charging for Amazon to s**** me like this.I would like them to pay off the computer purchase or void it or whatever they need to do to delete it, and then charge me the 12 payments, one per month for the next 12 months like the deal I actually signed up for.
Business Response
Date: 07/14/2023
Hello ******,

I'm Pratap 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've reviewed the complaint and understand your concern regarding the 12 Equal Monthly Payments for your order HP 2022 Newest Envy x360 2-in-1 Laptop, ****" Full HD ************ *** Ryzen 5 5500U Processor, 32GB RAM, 1TB SSD.

I apologize for the inconvenience that you have experienced in this case.

I've escalated this issue to the appropriate team and received an update from them that for the monthly payment plan, you'll be charged the full amount up front, but the amount to be paid each month is the 1/12th portion.

I've included the link below for equal monthly payments website page:

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

Your patience and understanding are greatly appreciated.
Regards,
Pratap
Initial Complaint
Date:07/11/2023
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 ordered a pair of shoes on Amazon.com and received the wrong item on 6/26/23. I immediately reported this issue the Amazon and noted that I believed the wrong item was sent intentionally. I returned the item to *** via the drop off instructions provided by Amazon on 6/27/23 and according to *** tracking, the item was delivered on 6/30/23. In the 6/26/23 email, Amazon noted that I would receive a refund within 3-5 business days of the item being returned. As of today, 7/11/23, the refund has not been received and Amazon's website does not even indicate that a return was initiated (even though it was on 6/26/23). Despite my multiple follow-up emails, Amazon keeps giving me the runaround and has refused to issue my $80.49 refund.
Business Response
Date: 07/12/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

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

Customer Answer
Date: 07/17/2023
Order #***-8859979-5493869
Business Response
Date: 08/01/2023
Hello,

I am ******* and I am a member of the Amazon ***********************. I'm writing in response to a complaint filed on behalf of the customer by the *******************************************.

We have already granted the customers request for a refund.

We issued a refund to the customer on July 13, 2023 and $80.49 has been issued to the original payment method.

Sincerely,

---

*******

Amazon.com | ***********************
Initial Complaint
Date:07/11/2023
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.
Ive been trying to return a pressure washer to Amazon. Ive probably talked to five different customer service agents and been lied to a few times they told me my package would be picked up by *** because as I told him I dont have a car to go drop it off anywhere *** is to bring me a label and so I wait for them to bring the label and pick it up They didnt come, I called to check with Amazon customer service. They said yes itll be picked up today. It was not. They also told me I would not be charged for the pick up. Then later I find out I am going to be charged for the pick up I have this in transcript that I will not be charged . They lied to me. I called *** to see when they were coming to pick up its not scheduled they told me they scheduled it and they did not so thats another lie. So now I sit here with this package. It needs to be returned because it didnt work, right and they did not do what they said they were gonna do theyre going to charge me for the return they also did not schedule my pick up lies. I need to be refunded my money. I need them to schedule the pick up and I need them not to charge me like they said they would. I will send you the transcripts to show this because it was all done in chats, and a couple of them were on the phone as well. You will see the tracking number that they gave me but never rains for the pick up.I need them to arrange for pick up not charge me for the pick up because the product is defective. And refund me my money.
Business Response
Date: 07/12/2023
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

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

Customer Answer
Date: 07/12/2023

Complaint: 20303434

I am rejecting this response because:
this is the order number they say they dont have mine they do 111-2588255-3232250taste
They tell me to contact through the website Ive done that I dont know how many times it didnt know all they did was lie They actually sent me a tracking number, but did not arrange for the pick up and thats what Im asking for. I want that item to be picked up. They told me I would not be charged I sent attachments showing both of these.
I could keep contacting them until I am blue in the face. They just keep lying to me again Ive spoken with like four or five different people. Three of them lied to me.

Sincerely,

************************
Customer Answer
Date: 07/13/2023

I have tried connecting with Amazon again numerous times this week each time thinking it was settled and they were going to come pick up my package to return to Amazon yesterday I was on the phone for hours. I ended up calling the corporate office because I got nowhere with the customer service chat online they werent even answering my questions.

So the woman that helped me was very nice. She sent me these labels and told me everything set up theyre coming today to pick it up on the 13th that its gonna be one time only I said here waited all day. Nobody showed up to pick it up.

I connected with *** they had nothing scheduled for me. They told me contact Amazon again I am getting absolutely nowhere with Amazon even when they send me documentation and I forward it to *** *** seems to know nothing about picking this package up. It is so frustrating no matter which way I turn I am not getting help. I have a package and waiting right by the door to go and nobodys coming. And as I continue to tell them, I have no car. I have no way to go drop this off anywhere they have it set up so the label is supposed to be brought to me by the driver when he picks it up. this is so infuriating and I dont know what to do about it. Its like talking to a wall. I have talked to about eight different customer service agent yesterday I dont know how many the other day, and I sat and waited for pick up that never even was scheduled even though they tell me it was.
************************

Customer Answer
Date: 07/17/2023
This has been taken care of. They told me to get rid of it. I could donate it or throw it away and they did free find me thank you I could not see on your website where to answer the message here.
Initial Complaint
Date:07/11/2023
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.
For the last year, I have not been receiving the 5% cash back on my purchases. I just checked on a purchase I made today for $306 that I also canceled after talking with customer service who said to file a complaint with the credit card company for amazon or with BBB. I was told it takes 2 billing cycles for cash back to show, well this is 12 months now. After spending over $3000 +, I should have been able to use my cash back on other items and I should have quite the amount shown that I earned historically and applied to purchases. My order history does not show that. Amazon billing refused to look into my concerns. One scam after another with these people. I am a prime member, I have not been receiving my 5% cash back. I have dozens of order documents, too much to upload, it would be over 50 pages. I can mail them out with an address.
Business Response
Date: 07/20/2023
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've checked your account and your ********************** store card and found out you have been receiving your financial offers.

Order# ***- 4313544-8332205 used the 12 Equal **************** financial offer.

Order# ***- 8462945-4238665 used the Prime Day Offer: "Earned 5% back, and an additional 1% back with your Amazon Prime Store card:" financial offer.

Order # ***- 4313544-8332205 used the 12 Equal **************** financial offer.

Order # ***- 6677773-4204254 used the 6 Equal **************** financial offer.

Order # ***- 2251538-2917843 used the Earn 5% back offer.

% Back Benefit. All purchases (less returns and other credits) to which the % back benefit applies will result in your receiving rewards points equal to the applicable % of such purchases on your Store Card or Secured Card, as the case may be, except as provided below. We may, from time to time at our discretion, supplement the % back benefit by offering bonus rewards points for certain purchases. In such cases, the total rewards points offered for such purchases will be noted on the relevant product page or during checkout, and this section will apply to the % back benefit inclusive of any bonus rewards points. The % back benefit cannot be combined with any special financing or equal monthly payments offer; you will have the option to apply either (a) any available special financing or equal monthly payments offer or (b) the % back benefit, but not both, to your purchase. If no selection is made during the checkout process, your default option will be applied to your purchase, provided such default option is available. The % back benefit is the default option for all purchases of less than $50. We reserve the right to remove any person from the % back benefit in the event of any fraud or abuse in connection with the benefit. We reserve the right to discontinue or alter the terms of the % back benefit at any time.

If you wish us to investigate any specific orders, please share examples of order IDs where you were unable to use a financial offer.

Regards,

*****

Amazon.com

*****************************
Customer Answer
Date: 07/20/2023

Complaint: 20303376

I am rejecting this response because: I am rejecting this response because: During checkout, it does not openly state that purchases under $50 will automatically receive the 5% money back. I chose other options because I pay off my debt immediately. I purchase items to get the 5% back. I do NOT need any financing at all. Total scam, but at least I can now post that little explanation on all the media outlets so no one else is scammed as I have been on multiple purchases. Looks like ******* is going to get more money. I should not have to provide any documents, your customer service department told me to call synchrony bank to make a complaint, you have my order history as you have proven, how about we talk about all the purchases made starting in January of 2023.

***********************************************
Initial Complaint
Date:07/11/2023
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.
Ordered 7 items that were suppose to be delivered by July 5th via ***** The items were lost according to **** representative tracking ID: ********************************************** called Amazon and they advised I would have to wait until the 20th. I asked for a supervisor. The supervisor talked over me and talked to me like I was a child and then hung up on me. I did not receive my items and would like an immediate refund. I have attached a photo of the order numbers. The items were lost via **** that has nothing to do with me.Im extremely disappointed in Amazon customer service especially by a supervisor. I spent $5,000 in the past 3 months $1,500 this week alone and this is how Im treated. Policy is policy I understand that but its no need to be rude and hang up on customers especially if they are being respectful. Amazon is really going to lose me to ******** I have been a customer for over 10 years and I fear its time to terminate our consumer relationship.Please provide me with a refund
Business Response
Date: 07/12/2023
Hello Breonte,

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.

I've reviewed your BBB Complaint and I'm sorry to hear your order hasn't arrived yet.

When a package is late, we don't consider it lost immediately; we give it some time because in most cases it arrives within a few days.

If you have not received your package or a refund by July 20, 2023, please contact us back and we can investigate this delivery further.

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

Regards,

*****
Amazon.com
***********************************
Customer Answer
Date: 07/20/2023
Hello,

I waited like Amazon advised and still no products or refund! I pay for two day shipping and its been longer than 2 weeks! I would like my case reopened!

Business Response
Date: 08/02/2023
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.

I've reviewed your BBB complaint and I thank you for helping us with the order details.

Upon checking the orders, I found the relevant refunds have been issued already.

Order ID: ******************* Total refunded:$54.80 July 21, 2023
Order ID: ******************* Total refunded:$512.27 July 21, 2023
Order ID: ******************* Total refunded:$23.36 July 21, 2023

Regards,

*****

Amazon.com

*****************************
Initial Complaint
Date:07/11/2023
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.
Greetings of Peace!I am ***********************, the legal owner of the Amazon selling account, Acadia Commerce. I am writing to request your help to reach out to Amazon and to reinstate my seller-fulfilled selling privilege as it is deactivated for over a year now due to repeat Drop Shipping violation.I submitted several appeals and proof that my business method has been completely changed and I am now sourcing from a reliable and authorized supplier, and brand owners website. I can assure Amazon that Drop Shipping violation will never happen again in the future.The complete details of my recent appeal and new invoices from my new suppliers have been submitted on July 3, 2023 for Amazons review.I am hoping that you can help me reach out to Amazon to reinstate my seller-fulfilled selling privilege. I am hoping for a positive response.Thank you.Sincerely,*********************** Acadia Commerce ************************** Merchant Token: A1ADTPCVDEUHEK
Business Response
Date: 07/12/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their MFN selling privileges.

We are unable to provide information on our investigation methods.
Initial Complaint
Date:07/11/2023
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.
Hi Team,I ordered area rug from amazon whose order number is #***-3301086-7185054 and since it had quality issue I returned it back and there employee named ***** has already received the item on 7th July 2023 and its been 4 days since item is received by amazon but still I they have not issues refund to me. Could you please help to get my refund asap.Thanks *****
Business Response
Date: 07/14/2023
Hello,

I'm Pratap 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've reviewed the complaint and understand your concern regarding the refund for the returned item Home Dynamix Premium Indus Modern Area Rug, Ebony Multi, 5'2"x7'4" Rectangle.

I apologize for the inconvenience that you have experienced in this case.

Once the carrier receives your return package, it can take a while to arrive at our *************** In most situations, returns are processed by Amazon in 14 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to our Refunds page for more information:

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

If you don't hear from our ************** by Friday August 4, 2023, please write back so we can find out what happened.

Thank you for your understanding.

Regards,
Pratap
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,

Rohit Kotak

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