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

59,156 total complaints in the last 3 years.
21,667 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:01/14/2023
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.
Someone else has taken over as an administrator on my amazon prime account as well as my amazon ***** account having full access to not only my personal information but my accounts and ***** devices. I have been on the phone with Amazon for several hours only to be told that they can not remove them from my account even after providing proof of identity as well as my phone number and email address. Amazon claims there is nothing they can do.Amazon should be able to remove a person that doesn't belong on someone elses account let alone have full control of the account.
Business Response
Date: 01/17/2023
Hello *****,

I am Aqeeb from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB

I apologize for the inconvenience caused with your account and Profile on your Prime Video.

To investigate further, we need to through an advance security process with you which consists in asking a few security questions to validate the account.
I have checked the details and due to the complexity of the problem, and possible missing information, I recommend you to contact us over phone or chat {whichever would be convenient for you} as we need to gather more information to rectify the situation via two way communications.

After rectifying, we will help you in locating the exact problem behind this or raise a technical Ticket, if required and fix this issue under the guidance of an expert via step by step information.

The reason we ask you to contact us over the phone or chat because advanced troubleshooting can be done only on live call or on chat and when we have a live interaction with you, will allow us to do real-time troubleshooting and provide step by step troubleshooting to resolve the issue.

Meanwhile, to create and manage delete a Prime Video profile on the website:

1. On the Prime Video home page, select the profile name next to Who's Watching?
2. Click +Add new to create a new profile. You'll be asked to give it a name before saving it.
3. Click Manage profiles then click Edit profile on the next screen. Select the profile you wish to edit, remembering to save your changes. The option to remove profiles is also on this screen.

We request your patience and understanding in this
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*****
Amazon.com
***********************************
Initial Complaint
Date:01/14/2023
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.
On December 17, 2022 I order a Order ID: ******************* (chair) Order Total: $95.57 The item arrived damaged along with the box. I have requested assistance from the seller however it has been impossible to resolve this issue. As I am unable to return this item without a box The seller is also charging $50 for shipping fees. A replacement was requested on December 27,2022 and cancelled by the seller on January 3,2023. *** Warrant has not helped. I have been extremely inconvenienced as a long time customer I am requesting my full refund. I have attached some emails regarding this issue.
Business Response
Date: 03/08/2023
Hello ****,

I'm Aqeeb 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 account and Order No: 112-7144403-0440260. Can confirm that Pre-paid shipping label was sent on December 27, 2022 at 1:26 PM (PST)

We need more information before we can make a decision on your claim. Your A-to-z guarantee claim will be temporarily withdrawn until you provide us with the information requested below.
Please review and respond to the **Mail sent on Thursday, January 26, 2023 at 11:28 PM (PST)

Thank you for understanding.

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

Regards,
*****
Amazon.com
***********************************
Customer Answer
Date: 03/08/2023

Complaint: 18814772

I am rejecting this response because:****
****
****
****
Good morning the complaint was filed in January after numerous attempt to resolve my concern.
I am extremely disappointed with the services received from Amazon

replacement cancelled by seller on 1/3/2023.

As you know there is a shipping fee  in returning this item , I would have also needed  replacement box  in order to fulfill the return I was unable to return the item. Therefore an exception was made on 1/13/2023 by your manager.

January 13 , 2023 8:21 am. Amazon manager (Asad )made an exception regarding the return of the item. After numerous conversation with Amazon and the seller,  a BBB complaint was filed on 1/15/23.

Please refer to the email dated December 27, 12:33 pm and January 13, 2023 at 8:21 am.

I look forward to resolving this issue. This reply was also Sent to Amazon   ****
****
****

Sincerely,

Lucy (la) Fern ****
Business Response
Date: 03/26/2023
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 have reviewed your complaint and can confirm that it is a pre-paid return label and you do not need to pay while returning the item.
The seller sent you return instructions and a shipping label through the return request you have raised. You can find this label in the returns center or in your email [email protected] where you can print the label to return the merchandise to seller.

Please visit the link below to find instructions and a mailing label for returning your Order No: 112-7144403-0440260
**********************************************************

We request to please return the item in Original box. If you do not have a box, please arrange any suitable box to return the item.

What is needed from me?
Please respond with the tracking information for your return, if available. Without this information we are unable to take further action. Please include:
-- The shipping carriers name
-- Tracking number

How can I provide the requested information?
To view more details on your claim and take further action, please use this link: ******************************************************************************************

Your A-to-z Guarantee claim has been temporarily withdrawn. If the return reaches the seller and you do not receive a refund, please use this link to let us know and we will investigate further: ******************************************************************************************

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

Regards,
*****
Amazon.com
***********************************
Customer Answer
Date: 03/27/2023

Complaint: 18814772

I am rejecting this response because:****
****
Hello ***** from Amazon.

This return it not free and will be deducted from my refund please see a copy attached below.

I do not understand how you are denying the A-to-z Guarantee claim.

Again I am requesting  A-to-z Guarantee claim processed. This is unethical via Amazons guidelines. A copy of this has been sent to amazon   ****

Sincerely,

**** (la) Fern ****
Business Response
Date: 04/07/2023

Hello,
We have reviewed the issue filed for the order and noticed that the Buyer has received a damaged item and they wished to be refunded for the same.
Upon review, we noticed that the Seller of this order has provided a prepaid return label (1Z0V2Y979053158786) to the Buyer and the details were passed to the Buyer by A to Z Guarantee Team. The Prepaid Return Label was not used by Buyer to return the item and now the item is out of return window.
Hence, we are unable to issue a refund on the order as the return guidelines were not met.
In summary, we cannot ***** a refund for the order as the item was not returned using the label provided.
Customer Answer
Date: 04/10/2023

Complaint: 18814772

I am rejecting this response because:****
****
I reject the amazons reply. And request they honor the *** policy

Sincerely,

**** (la) Fern ****
Initial Complaint
Date:01/14/2023
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.
I ordered a few items on this order. I was expecting the gifts as my husband was only in town until Friday. Sat with my door open as I was tracking delivery. app said 4 stops. I lost track time and check app again and its updated as delivered with no package. amazon support stated to wait a ew days as sometimes this happens. now im being told their 2 min investigation has found I need a have delivered elsewhere. I received all other orders from them that made within that few days. initially I wanted replacement but bc of the one sided customer service received from online rep *********************** and because my husband isn't in town anymore for awhile id like a refund.
Business Response
Date: 01/18/2023
Hello *******,

I am Aqeeb 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.

Were sorry to hear that you havent received your item(s) from Order No: 114-1862403-8993864

Based on the results of our investigation, we aren't able to provide a Refund or Replacement for this order at this time.

Based on the information provided by the carrier, we're able to confirm that your ORDER was delivered with the same package weight and dimensions mentioned on our website.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See ********************************************************************************************* more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

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

Regards,
*****
Amazon.com
***********************************
Initial Complaint
Date:01/14/2023
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 purchased an item using my prime account. Item came on time but they sent me the wrong item. I dont have time to deal with doing returns etc. They are acting like it is my fault they sent the wrong item. Why is this my problem to fix. I want them to replace my item to the correct one or give me my money back.
Business Response
Date: 01/17/2023
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 that you received a wrong color instead of Green 240L Laundry Hamper, Large Blanket Storage Basket Sorter 3 Section Bag Organizer for Dirty Clothes,16 X 30 X 35 inch Heavy Duty Laundry Cart Baskets.

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

Upon checking I see that this is a returnable item, Hence a return is required for us to issue the refund. Please return the item for a full refund.

Thank you for your understanding.

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

Regards,
Pratap
Customer Answer
Date: 01/17/2023

Complaint: 18814752

I am rejecting this response because:I already put in for a return. Doesnt change the fact this is an inconvenience for me. I purchased item online to avoid going out and here I am being asked to go out. I requested an *** pick up and *** came to my home on a holiday 1/16/2023 when I was told they would come on Tuesday. This is not ok. Its very easy for you to say sorry but it doesnt fix my issue. I did not request a refund I requested a replacement. *** needs to come and pick up the item. I have no problem returning it however I dont have time to go do a return. I have a family member in the hospital in a coma. I have enough problems. Please dont add to it. My replacement should be able to go through until *** comes to get the item.

Sincerely,

*****************************
Business Response
Date: 01/29/2023
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 that you received a wrong color instead of Green 240L Laundry Hamper, Large Blanket Storage Basket Sorter 3 Section Bag Organizer for Dirty Clothes,16 X 30 X 35 inch Heavy Duty Laundry Cart Baskets.

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

I've issued a refund of $46.26 to your original payment method on Friday, January 20, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Initial Complaint
Date:01/14/2023
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 return some items I purchased at Amazon for my daughter for Christmas, the Polaroid camera was defected so I returned it. Everyone I have contacted at Amazon regarding my refund has told different things. I call today and was hung up on so I called back and ask for a supervisor and was refused that. All I want is my money back considering I returned the item. When I shopped online at Amazon I assumed my items were from them I wasn't aware when something goes wrong Amazon doesn't care to make it right but instead tells me it was through a 3rd party....
Business Response
Date: 01/17/2023
Hello ********,

I am Aqeeb 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.

Im really sorry to hear about the inconvenience you experienced and your interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

I've reviewed your Order No: 112-9208822-1941054 and could see that the refund has been initiated from our end.

Amount $195.02 to Original payment method on Monday, January 16, 2023 at 10:56 AM (PST)
Refund will be credited back to Original payment method in next 3-5 business days from date of issuance.

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,
*****
Amazon.com
***********************************
Initial Complaint
Date:01/14/2023
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 12-20-22 I ordered ********** Premium OE Rotors with Carbon Ceramic Pads KT007143 from Amazon order number 112-6083192-5664214 it was shipped *** Tracking number 1Z4176X16898327552 ordered total $145.46 says delivered on Tuesday, January 3, 2023 & it was not delivered to my ******** called *** the same day to report my packages missing after it said delivered there solution was they would send a driver out January 4, 2023 to do a follow up which they did do and my package was know were to be found so i reported the problem to amazon for a full refund the associate who helped me said I would my refund in 3 days I waited and was not received back to my account I called again to see what the issue was I was told my account was put on hold we need to investigate the problem someone will reach out to you via email or a called to help you out within 24hrs no one reached out so I requested a refund on the app on January 7, 2023 and was denied the same day with no explanation so I appealed the decision. I am NOT HAPPY with this as I dont have control were Amazon leaves my packages and **** them delivered & I dont receive them its hit or miss sometimes I do get them and sometimes not. I would like my account off hold & a full refund for my items missing thats out of my control!
Business Response
Date: 01/16/2023

Hello,
We have reviewed the issue filed for the Order ID ******************* and noticed that the Buyer didn't receive the order.
A full refund has been issued to the Buyer in the original payment method.
Refund Date: 1/16/2023
Refund Amount: USD 155.10
In summary, Buyer has been refunded with the Order amount in the original payment method.
Sincerely,
Customer Answer
Date: 01/16/2023

Complaint: 18805627

I am rejecting this response because: I happy with my refund but I am not happy that my Amazon account is on hold still with no explanation as to why Ive called multiple times each representative tells me we have to look over your account you will get a response by email within 24 hours and I never get a email please fix this thank you

Sincerely,

*******************************
Business Response
Date: 01/25/2023
Hello Xzavier,

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 your account and see that not only the refund was issued, but the account is no longer on hold.

An Order ID: ******************* was placed as recently as Monday, January 23, 2023. If you are facing any issues, we request you to provide more details including screenshots as well as the exact error messages.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance in this matter.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:01/14/2023
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.
Amazon illegally suspended my listing (ASIN B0B3F4L1S9). Amazon did not verify the validity of the trade**** infringement complaint against me. Amazon is infringing on my right to conduct business legally. A complainant illegally took me out of business, and Amazon let them do it. I have been accused of using a LOGO trade**** that I did not use on my listing. I have been sent Amazon appeals directly but they don't even want to get to the bottom of the problem. By doing this, Amazon suspended my listing for absolutely no reason. Amazon accuses me of using trade**** number ******* on the product detail page associated with one or more of my listings. I am attaching information about this trade**** below - a screenshot of the ***** website and a certificate of registration of this trade****). According to ***** Description of ******* ******************** consists of the configuration of the goods, namely, a circular exercise hoop, with the unique shape of the wavy ridges on the inner circumference of the exercise hoop. That is, the trade**** of the complainant has an illustrative image of a Hula-hoop in black and white and does not have any letter slogans. The trade **** has no textual content, but only a PICTURE, in other words, a LOGO. You can violate someone else's registered LOGO only by pointing it out on the listing photos or on the product packaging. I didn't do any of this. But I sell my product under my own registered trade**** - MOTTERU (US Serial Number: ********* The only similarity between my product and the complainant's product is the kind of product we sell - the hula hoop. I didn't use the complainer's LOGO on my listing photo or on the packaging. I was blocked by mistake. Please check my appeal and attachments and reactivate my listing ***************.
Business Response
Date: 01/16/2023
Hello,

We have decided to reinstate the listing and an email was sent to them informing them of this decision on 17 Jan, 2023.

Thanks, Amazon.com Seller Performance
Customer Answer
Date: 01/22/2023

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:01/14/2023
Type:Customer Service 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.
Not resolved until I say so. Amazon is in cahoots with chase Bank and I have everything documented in writing. They will not get away with fraud and I am done being an Amazon customer. Shame on ********************** and their scamming ways.
Business Response
Date: 01/27/2023
Hello ****,

I'm Aqeeb 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're sorry for the inconvenience you've had with your account and charges

I've reviewed your complaint and I'm unable an Order or account with the **Mail address filed on this complaint.
If you are referring to an account under different email address then I request you to write to us from that email address the exact same subject line.

Rest assured, once we receive the complete information we will address the issue as soon as possible.

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

Regards,
*****
Amazon.com
***********************************
Initial Complaint
Date:01/14/2023
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.
$164.89 Game monitor
Business Response
Date: 01/25/2023
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.
Customer Answer
Date: 01/25/2023

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,

Tyrelle/*************************
Initial Complaint
Date:01/14/2023
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 purchased a tablet and a protection plan from Amazon on December 18, 2022. I returned the tablet because it did not work correctly and received my refund. I placed an order to get a refund for the protection plan which was sold by Square Trade, on January 5, 2023. After several calls to Amazon, I still do not have my refund, $26.65. I am apparently not allowed to contact the ************* Trade directly and have been relying on Amazon representatives to take care of this for me, to no avail. This is extremely frustrating. I am well within my rights to receive a complete refund since this protection plan was never used.
Business Response
Date: 01/17/2023
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 2-Year Accident Protection for Fire HD 10 (11th Generation).

Upon checking I see that refund of $26.65 has been issued to your original payment method on Sunday, January 15, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap

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