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

59,259 total complaints in the last 3 years.
21,811 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:07/08/2023
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 : ******** 18 The amount of money you paid the business: $2.5 What the business committed to provide you: I tend to buy a lot of products on Amazon What the nature of the dispute is: Amazon hold my account Whether or not the business has tried to resolve the problem: I joined 30 days free Prime of Amazon on Thu, Mar 9, but I didn't buy anything yet. I just sign in and see some products, however Amazon hold my account instanly. I didn't buy anything but they required to verify payment, how I can verify?Account : ********************* Order : null
Business Response
Date: 08/11/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Initial Complaint
Date:07/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of the transaction : Thu, Jul 6 The amount of money you paid the business: 28.5$What the business committed to provide you: daily items What the nature of the dispute is: I think i ordered items in my brothers' house, so they closed my account, but i had sent anything about my informations to verify this is my account.Whether or not the business has tried to resolve the problem: I send all orders, but they didn't resolve Account : *********************** Order : #***-3267357-4068245
Business Response
Date: 07/21/2023
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 2023-07-07.
Sincerely,
Amazon.com
Initial Complaint
Date:07/08/2023
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 : Fri, Jul 7 The amount of money you paid the business: 53.5$What the business committed to provide you:Ipad What the nature of the dispute is: My account still has a lot of money, but they closed my account with the silly reason. They canceled any orders, didn't let me buy any things.Whether or not the business has tried to resolve the problem: I had replied mail but no one respond and resolve the problem Account : **************** Order : #***-5343312-8519446, #***-6372676-4229836, #***-8782159-3955418, #D01-2646538-8957043, #***-8685847-0442644
Business Response
Date: 07/30/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Amazon.com
Initial Complaint
Date:07/08/2023
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 had ordered ranch to be delivered on 7/4. The Amazon driver was supposed to deliver during a window starting at 8am. They tried to deliver earlier, but I was unavailable. **************** called and said they would come back later that day to deliver again. I did not get the product that day. I then contacted customer service via chat about this product and another product. They said I would get a full refund of the ranch to compensate me for the late deliver of the ranch and the issue with the other product. I asked if I would still get the ranch if the refund was processed, and they said yes. See screenshot. I still didnt get it. I called customer service and they said if I dont get it within the next 24 hrs, to contact them again. I contacted them and Ive been through 3 different representatives and no one is able to help me. And now they are saying they cannot give me the product bc of the refund. This is horrible customer service and I was lied to by 2 different employees. I was this product to be sent to me for free of charge or I want a gift card
Business Response
Date: 07/09/2023
Hello Naira,

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

I'm sorry for the inconvenience caused with the delivery of the order #***-5549399-6866653.

I've reviewed the details of the order and see that the order was scanned as 'Delay in delivery due to external factors'.

However, I see that the order was completely refunded on July 4, 2023 back to your gift card balance as the order was placed using the gift card balance.

You can view your balance and usage history in Your Account here:
*************************************************

If the order does show up late, you may accept the delivery to receive the item or refuse the delivery to get the item returned back to us.

However, we won't be able to Replace the item as the order has been already refunded.

Further, I see that a $5 promotional credit was applied to your account that will automatically apply the next time you order an eligible item sold and shipped by Amazon.com.

Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.

Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

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

****** K
Amazon.com
*****************************
Initial Complaint
Date:07/08/2023
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 # ***-8103138-1752209 for New P'kolino Tent Twin Floor Bed - Natural or White ****** Grey, Children's Bedroom Furniture ... (Natural Frame)I placed this order at the same time as 3 other orders and they were all deliver to a business next to the one it was supposed to be delivered at. They sent this back to sender. All is fine Amazon sent notification after we reached out and requested for the replacement shipment to be sent we got notification about 2 weeks later that they received the items back week the tours part company through Amazon said their ID no way for them to tell whos was returned. So they still have refused to resend or refund and we are over 3 months of back and forth and Amazon says theres nothing can do.
Business Response
Date: 07/10/2023

Hello,
We have reviewed the issue filed for the Order ID ******************* and noticed that the Buyer filed Claim for a refund.
Seller has shipped the item using ***** tracking 396548462160 and per shipping website, the item was delivered to the address on file. Furthermore, the address on file is a Public address provided . Hence, we are unable to issue any refund for the Order as the tracking number suggests a valid delivery to the address on file.
In summary, we are unable to issue a refund for the order as the tracking number shows valid delivery.
Initial Complaint
Date:07/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been getting scam phishing emails from ****** Scammers using Amazon AWS services and Amazon servers. These are sophisticated socially engineered emails that I have reported to Amazon. I have sent over 33 reports with ***** and Desist notices to Amazons abuse teams over the last 6 months and have been ignored. This is my last attempt to have someone help me resolve this before taking it to court. I would much rather work with Amazon and have these scammers arrested and banned rather than pointlessly spend a year going through court. I dont believe that they support scammers but this lack of response from their abuse team is making me have second guesses. These are the last two abuse reports numbers Abuse Report Number:51624636063 Abuse Report Number: *********** There are many more.
Business Response
Date: 07/11/2023
Hello,

I'm Sandhya 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 complaint details and I'm sorry for the inconvenience you have experienced.

We've submitted this to our internal partner team who advised that you've taken the correct steps by submitting formal abuse reports to the *** Trust & Safety team.

As it turns out, there is no additional action for us to take, as the Trust & Safety team handles that process entirely.

Kindly note that this team does not offer followup information on the actions taken against *** customers or accounts, as it would go against *** Policy to do so.

We do appreciate you taking the time to submit these reports.

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

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:07/08/2023
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.
Amazon did not give me a full refund I would like to know how do I only get $.45 back from order when the total for order was $5.44? I returned item for full refund. I was told by a previous agents that I was charged a shipping fee but when they initiated the pick up on my end I was not told I would be charged a returns/shipping fee of $5.00 it would be free to return for full refund. If I knew this I would of cancel the pick up before they even came to pick it up and dropped the item off myself for free. I spoke with some customer service agents but they gave me the run around and said I wouldn't get my money back. I would like this inquiry to be forwarded to a supervisor for a resolution. I was only refunded $.45 cents to my bank.I have attached a screenshot of notification from my bank notifying me of the $.45 cent full refund from Amazon.
Business Response
Date: 07/09/2023
Hello,

I'm Sandhya 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 complaint details and I'm sorry to know that you've receive partial refund for the item you returned.

Upon checking, I see that different reason was selected while creating return, which is the reason why you have been charged for return shipping.

Since the system is not allowing us to initiate refund I would like to offer refund to Amazon gift card balance, which you can use for your future purchases. Please respond with your preference.

However, if you need refund to your original payment method request you wait for the given time frame.

We appreciate your patience and understanding.

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

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:07/08/2023
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.
Hi i had $212 in my amazon gift card balance and $162 got removed for absolutely no reason and I never got a email about why and when i contact support they are clueless but amazon hid it from my balance and transaction history and it stressful cause I redeemed around $290 in gift cards and I spent alot but now $162 is gone and I'm left with $50 so please re issue my $162 to my gift card balance or fix this cause this is stressful I never got any response or reason.
Business Response
Date: 07/12/2023
Hello,

I'm Sandhya 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 complaint details and I'm sorry gift card balance removed from your account.

Upon investigating with our internal team, we have removed your access to the Amazon Shopper Panel because you have violated its terms and conditions. We wont be able to disclose the investigations report.

We appreciate your patience and understanding in this regard.

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

Regards,
Sandhya,
Amazon.com
***********************************
Initial Complaint
Date:07/08/2023
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.com closed my account with no prior notice. Upon login of my previous account with the e-mail address ********************* I was notified my account was closed and an e-mail with additional information would follow. I never received such e-mail. My account had a few e-books which I purchased on Amazon.com as well as a subscription to the Prime *************** I would like a representative from Amazon.com to contact me as to why my account was closed and whether they could reinstate the account for me. If not, I would like to cancel my subscription to the Prime ************** to avoid unwanted charges.
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.

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 28th July 2023.

Sincerely,

********
Amazon.com
Initial Complaint
Date:07/08/2023
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 placed an order via my prime membership. The item didn't ship. I contacted support and was told to cancel and reorder (Jun 26). Over several day, I contacted support many times via chat and phone, in which case they either gave me false information regarding shipping, made promisses of when the items would arrive, and stated the items were stuck in their system, etc.*Due to the inconvenience...the lies, etc., I was told by **** via chat on June 29 at 02:18am - 02:20am central time (after stating I do not want to cancel and reorder) **** said "******, in that case we will make the items free for you once it get eliver to you." "Once you will get the item." "We will issue full refund for you." I was led to beleive that **** was doing this under the direction of her team lead/manger.*I was also told that this offer would be honored by several managers after that, via phone. When ******** had me cancel my orders, and reorder, the the price of one of my items went up. She gave me an additional $10 gift card. I told her that if I was getting a full refund it wasn't necessary, but she said for my inconvenience... At any rate, I asked for an email confirmation. She told me to call back when the items were received and a refund will be issued. I called back today, July 7, after picking up my items. After calling, I was told that giving me a refund is not part of their procedure. They claimed they did not have a record of any of the info in my account...until I stated that I found the email from ******** (like magic the info showed ** in my account). Still, they stated they couldn't honor what was promised because it is not procedure. I spoke with several managers from June 29 - July 5, and at no time was I told about procdure, until AFTER I was tricked into reordering the items. Upset that I was lied to, I asked to return the items via chat and ******* stated that one of the items cannot be returned. Plus I wasted gas to go pick up my order from a different location.
Business Response
Date: 07/09/2023
Hello,

I'm Sandhya 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 complaint details and We definitely have very high standards when it comes to what we expect from our **************** representatives and I'm sorry your experience didn't reflect that.

I'll gladly take any necessary actions to ensure that you and other customers don't encounter service below our standards moving forward.

Upon checking, I can confirm that promised promotional credit applied to your Amazon account. Your available promotional certificate balance appears in the payment section when you place an order through the Shopping Cart. You'll see eligible funds automatically applied. This balance doesn't appear in Your Account (you'll only see the gift card balance there).

We appreciate you bringing this to our attention.

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 07/13/2023

Complaint: 20290720

I am rejecting this response because:
What Is The "Deceptive Trade Practices Act" The ***** Deceptive Trade Practices-Consumer Protection Act ("****") was enacted on May 21, ****. The full text can be found starting at section ***** of the ***** Business and Commerce Code. The primary purpose of the **** is to protect consumers against false, misleading, and deceptive business and insurance practices, unconscionable actions, and breaches of warranty. It does so by prohibiting certain acts and practices that tend to deceive and mislead consumers.

Amazon is claiming that I was compensated in Amazon credit; however, that is false. Due to my inconvenience of having to wait to receive my order and due to them holding up my personal business needs I was given a $5 amazon credit. I used that $5 to purchase some labels that I did not necessarily need, but since Amazon credit can only be used on Amazon products, my options were limited. Still waiting for my items, and many days of complaints later, on July 5, I was instructed to reorder all of my items; however, when I did so, I the $5 Amazon credit that was applied to the initial label order that was cancelled was lost, and was not reapplied to the new order. Therefore, the lady I spoke with, ********, reapplied the $5 Amazon credit to my account for future use. In addition to the $5 amazon credit, I was given another $10 Amazon credit as the ink that I had initially ordered from the same vendor went up from $13.99 to +/- $29. (I dont remember nor did I try to commit to memory the exact price as ******** found another vendor that sold the ink at around $14.) However, since I was told that I would receive the three orders free, I told ******** that she did not have to give me the Amazon, credit. She gave me the credit anyway attributing it to my inconvenience and she stated that it would not affect my refund. Being somewhat skeptical, with all the lies that I was told about my shipment/delivery date, etc., I was worried that having new order numbers would somehow cause issues that would make it where Amazon wouldnt honor what was promised. ******** assured me that I would receive the refund when I got the items. She claimed that she would put notes along with the new order numbers in my account so that when I called back, upon receipt of my orders, I would be issued a full refund. I asked her to send me an email confirmation BEFORE she got off the phone with me and she did send me the email stating I would get a refund.
Also in the same email, ******** included the $10 Amazon credit in which case she did not say that the $10 would be considered my reimbursement for what was promised.

Furthermore, the Amazon credit grand total was $15., whereas my order grand total was $47.76. Clearly the $15 credit does not make my order free as promised. Plus I do not accept the $15 Amazon credit as my refund, that isn't what was promised. I want the refund that was promised. Period.

Please note that because I needed the ink for my printer ASAP (I am in the process of getting my inventory set up prior to my website opening date), the delay in shipping, caused me to delay my business needs. I was prepared to spend my money elsewhere, being that, in my opinion, Amazon wasnt living up to their reliability and given that my launch date is near, I didnt want to take unnecessary risks by using Amazon if they could not deliver as advertised. I made my frustration known by stating that I would rather order from another company. However, they claimed I was a valued customer, and seemed to not want to lose my business, in which case they made these offers to keep my business. Unfortunately, they were just stringing me along, assuring meno, guaranteeing me, that the orders would ship and be delivered soon which did not happen. Taking the time for them to fix/resolve their "technical issues", I postponed getting my ink and scale due to their empty promises. On top of that, I had already gone through the process of looking up printer ink and a scale from other websites and found ink as well as another scale for less. Therefore, I had no intentions of purchasing the items from Amazon anymore, given the circumstances. I had already made that know to them; therefore, when I reordered the items, I honestly believed that I was going to get a full refund as was promised. Instead, I feel as if I was tricked into making a purchase, inconveniencing me even further.
Amazon can claim that I misunderstood what was said or say a refund is not their procedure or claim that they never told me the items would be free, but that is why I uploaded the documents with my initial complaint, PROVING what was said/promised. English is my first language and I know what the word "free" means.

I still havent been able to use the ink that I received because I am waiting for this issue to be resolved.
Sincerely,

***************************
Business Response
Date: 07/18/2023
Hello ******,

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

Ive reviewed your account, as well as our previous correspondence and chat with you. I'm sorry about the incorrect information that you received by our chat support agent in addressing the issue. The previous correspondence doesnt correctly reflect our current procedures at this time.
However, to help you with this, I've applied $47.85 in the form of gift card balance to your account for total of the orders as the option to refund the orders back to your payment method isn't available.

The gift card can be used to order any of the items irrespective of the seller. You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

Further, I've submitted coaching feedback to the agent for providing incorrect information to prevent something like this from recurring and to avoid any inconvenience to our valuable customers.

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

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

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