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

58,102 total complaints in the last 3 years.
21,716 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:07/06/2023
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 : Mon, Mar 13 the last day I receive an email rate my transaction at Amazon.com The amount of money you paid the business: $10 What the business committed to provide you: Personal things What the nature of the dispute is: Amazon closed my account Whether or not the business has tried to resolve the problem: My account has been closed for misuse of Amazon's services. Amazon didn't sent mail or called me to explain about what happened. This account still have my money. I so disappointed about what Amazon did, Amazon just look like a scammer.Account : ****************** Order : #***-1081945-1980248
Business Response
Date: 07/19/2023
Hello, My name is ********, and I am a member of the Amazon Account ******************** team.
I've reviewed your e-mail, and I understand you're concerned about your account being closed. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct.
We've found your account is directly related to another account which has been previously closed due to the violation of our policies.
Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one.

We looked into your order, and AMZL_US has confirmed the shipment was delivered to you in good condition. As a result, we will not be issuing a replacement or a refund for contents of that shipment.Im sorry for any disappointment caused and appreciate your understanding.
Best Regards,
Victoria,
Escalation Specialist
Amazon.com *****************************
Initial Complaint
Date:07/06/2023
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 purchased ******** SILVER STAR HANGING SWIRL DECORATIONS and ******** BLUE STAR SWIRL HANGING DECORATIONS June 30th. The description for each package "Pack of 30 for each package, however the packs arrived with 15 stars and not thirty as detailed. Contact was made to Amazon and I was told I could return both packages. However, label sent will cost me $6.00 to send. I totally disagreed. I am a prime customer. Spoke to **************** for 40 minutes today and wasn't able to resolve the issue.
Business Response
Date: 07/07/2023
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: 07/13/2023
Order number ***-0118099-063022
Included with order numbers from **************** on 7/6 was a Guaranteed Delivery date of 7/7. They delivered item # ***-0317688-1965037. I was given additionally a direct link to check on the status of my replacement order and when tapping on the links, a dog appears with the message "Opps something went wrong ".
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've provided the BBB with a copy of this message.

I've reviewed your BBB complaint and I'm sorry to learn about the issue that you experienced with ******** Blue Star Hanging Swirl Decorations. We request you to please use the return labels to return us the items. In case if you're being charged $6.00, please submit us the receipt we shall refund it to your gift card balance.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 07/19/2023

Complaint: 20280182

I am rejecting this response because:
I contacted ****** and was lromised replacements for missings products not received after this report to you was filed. They honored one replacement but not tge other. Additionally, I sent to your office both responses I received from Amazon reguarding the replacements. Why this additional message is being sent to me from Amazon puzzles me. I am a senior citizen trying to celebrate a milestone birthday. Amazon didn't honor decorations describled. At this time dye to my age and the humid weathet which we are being advised to stay out of, I will not walk to any office to return anything. All I request is the item not sent to me to complete the decorations for the celebration.
Sincerely,

*******************************
Initial Complaint
Date:07/06/2023
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 : Tue, Jun 13 The amount of money you paid the business: 100$What the business committed to provide you: I bought Lacoste Men's Wallet, Wet n wild lipstick What the nature of the dispute is: Amazon hold my account Whether or not the business has tried to resolve the problem: Amazon detected unusual activity on my Amazon account, so I sent them my driver licence and my physical gift card, but they said can't verify. But I just have these informations to verify, I don't know what to do so I called **************** for help. The ********************** customer service asked me about account's informations, I answered correctly all those questions, but my account is still on hold.Account : ***************** Order : #***-3844267-6921001
Business Response
Date: 08/07/2023

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.

Sincerely,
Amazon.com
Initial Complaint
Date:07/06/2023
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 : Mon, Apr 17 The amount of money you paid the business: $30 and more What the business committed to provide you: I bought a lot of things from Amazon What the nature of the dispute is: My Amazon account is on hold Whether or not the business has tried to resolve the problem: There is a problem with my address that delivery man can't find it so Amazon refund for me. But I didn't recieve any call to direct for delivery man. I request to change my address but Amazon hold my account eventhought I still have money in my account.Account : ***************************** Order : #***-6915511-9449024
Business Response
Date: 07/20/2023
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 7/20/23
Sincerely,
**********
Amazon.com
Initial Complaint
Date:07/06/2023
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, May 5 The amount of money you paid the business: $30 and more What the business committed to provide you: I bought a lot of things from Amazon What the nature of the dispute is: My Amazon account is on hold Whether or not the business has tried to resolve the problem: Amazon is a scammer, I spent money to buy products that I need. But after I paid Amazon hold my account and didn't refund for the things that I can't recieve.Account : ******************** Order : #***-4266912-7783435
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
Funds in your account will not be disbursed.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:07/06/2023
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.
Date of the transaction : Sun, May 14 The amount of money you paid the business: $5 What the business committed to provide you: shopping products What the nature of the dispute is: My Amazon account is on hold Whether or not the business has tried to resolve the problem: Amazon hold my account and required me to verify ownership of payment method. I sent them all the informations I have, but they still hold my account Account : ******************* Order : #***-1373303-1461835
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 2023-05-14.
Sincerely,
Amazon.com
Initial Complaint
Date:07/06/2023
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 : Thu, May 18 The amount of money you paid the business: $2.5 What the business committed to provide you: shopping product What the nature of the dispute is: Amazon hold my account Whether or not the business has tried to resolve the problem: My friend sent me a gift card so I don't have anything to verify that. I called **************** to explain but ********************** don't unlock my account Account : *********************** Order : #***-6204430-6607451
Business Response
Date: 07/27/2023
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:07/05/2023
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.
order # ***-9037058-4919411 purchase date July 1, 2023 transaction amount $47.65 item purchases: *********** Leash Camera Strap Sage (L-SG-3)Purchased item was of a different color and condition than described and was subsequently returned to the merchant via *** tracking# 1Z R68 729 90 **** **** As of now refund was not issued for the returned merchandise
Business Response
Date: 07/07/2023
Hello ******,

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

I'm sorry for the trouble you had with the order.

I've checked and see that your order was delivered at our returns center on Jul 5, 2023. Usually it takes upto 14 days from the date the carrier has received the package to process the return and refund. I would request you to please wait till June 16, 2023 before we can take any action.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/12/2023

Complaint: 20279588

I am rejecting this response because:
Refund has not been issued for the returned merchandise by the business
Sincerely,

*****************
Business Response
Date: 08/15/2023
Hello ******,

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

I'm sorry for the trouble you had with the return.

Unfortunately due to technical issue, I was unable to issue refund to your card. I would request you to please let me know if a Gift card would be fine for the refund. If not, I will need to see what other option I have in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com
*****************************
Customer Answer
Date: 08/17/2023

Complaint: 20279588

I am rejecting this response because:
Merchant still has not issued any credit despite the email communication offering the option of credit. After responding to the merchant's email accepting the credit offer, I've received no credit or further communication regarding the credit, I question the sincerity of the merchant in resolving a straightforward and simple refund issue, Attached is the latest online transaction showing no credit and the merchant's email communication offering the option of account credit.

Sincerely,

*****************
Business Response
Date: 08/22/2023
Hello,

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:

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

We look forward to seeing you again soon.

Regards,

Praveen M
Amazon.com
*****************************
Customer Answer
Date: 08/23/2023

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:07/05/2023
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 returned a dog gate from order number 111-5073887-2642652. I instead refunded for dog treats which I never returned and still have in my possession. I am looking for a full refund for the dog gate that i returned. The dog gate is significantly bigger in size and heavy. Im not sure how it could have been confused with dog treats but it was. I was denied a refund by customer service and was hung up on. I have no dog and they are $156 richer
Business Response
Date: 07/07/2023
Hello Alena,

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

I'm sorry for the issue you had with the order.

I've checked and see that the return label used was for "Stand ****" Extra Tall Dog Gate for The House - Long Large Pressure Mounted Baby Gates with Door for Stairs Doorways - Walk Through Indoor Toddler Pup". However, the item which we received was "Amazon Brand - Wag Freeze-Dried Raw Single Ingredient Dog Treats Chicken Breast". As this is another item in the order, it was refunded. We didn't receive the item which was intended. If you feel something went wrong, please contact *** so that they can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/05/2023
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.
On June 8, 2023, Order# ***-6822348-0657039 was placed for Lenox ****** Butterfly Meadow Bunny Covered Butter Dish (1) for the Grand Total: $36.81 on **** ending in 1192.I have returned this order to ****** and I have received a refund. However, I was sent a message stating that I will be retroactively charged on July 9, 2023 for this item. I tried to contact Amazon for assistance and was told that they can disarm the charge before it takes effect but no one took action to do so. I am expected to jump through hoops for someone to waive the charge for something as little as a butter dish. Please provide assistance in this matter. Thank you.
Business Response
Date: 07/08/2023
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 complaint and checked the order in question, upon checking the order I see that the return center didn't receive the correct return for the item.

Which is why they've sent you notification that your payment method will be charged.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 07/19/2023

Complaint: 20279166

I am rejecting this response because I have already responded to Amazon with the following message on July 8, 2023:
Good afternoon,

According to my research, the item has not been scanned in and the item is considered to still be in transit. My last communication with Amazon established that the warehouse has yet to process it.

As for the item itself, it was returned to Kohls in the condition it was received. Not only do you have the item but you are still considering charging me for it.

I am requesting Amazon to disarm the retro-charge before it takes effect.
Amazon replied on July 11, 2023:
Hello *********,

I've reviewed your reply and I understand your concern in this regard.

Unfortunately, we do not have the option to disarm the retro charge at this moment.

However, once you get charged you can contact us in this regard, we will issue a refund for the charge.

I understand taking an additional step will not be convenient, we appreciate your patience and understanding in this matter.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************

finally, I have replied on July 14. 2023 requesting a refund as the charge has taken effect but I havent received a reply.

Sincerely,

***********************************
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 reply and checked the order in question, upon checking the order I see that a refund of $36.81 has been issued for the charges on the item.

Refund was issued to the original payment method on Thursday, July 20, 2023. Refunds typically gets processed within 3-5 business days from the issue date.

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

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 08/03/2023

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,

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

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