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

59,260 total complaints in the last 3 years.
21,826 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:12/11/2022
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.
Business locked account and I sent in all the paperwork and they still wouldn't cooperate.
Business Response
Date: 01/17/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email.We have now restored access to your account,you should be able to able to sign in as normal.

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

*****
Initial Complaint
Date:12/11/2022
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 3 items, which I were told were Apple Watches, on November 26th. I have attached a photo of the items in question. The confusion came from the fact that the titles of the items were that of iPhone 8s but the specs and photos were that of Apple Watches. To ensure I was ordering the correct thing, I reached out to Amazon support before ordering. I was promptly told that they were indeed Apple Watches. There was no confusion on the reps side that I could tell, they confidently said they were Apple Watches. I attached a photo of this as well.Upon receiving them I found they were actually iPhone 8s. Unhappy with this, since I was getting Apple Watches as gifts and have no use for old used iPhones, I reached out for a refund on return. I wanted nothing else, just return them and get a refund since they were the incorrect item based on the info I was given. I was told by multiple reps that they were the correct item even though the photo, specs, and a representative all told me otherwise. Not only this, they recommended that I pay more attention to what I am ordering int the future which is downright disrespectful. I directly reached out to Amazon before even ordering to ensure without a doubt that I knew what I was supposedly ordering and I still got this response. I finally got a return initiated and just today I heard that even though they were picked up by *** last week, they were being returned to **** am out over $1000 during the Holiday season when I should be buying gifts because I was misinformed by a representative and Amazon won't make it right by just taking the items back as a Return. I am happy to return them to Amazon for the refund, I am not asking for handouts.
Business Response
Date: 12/14/2022
Hello,

I am Mahendra from Amazon.com.

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

I'm sorry for the inconvenience caused with your order:-113-2796332-5105823.

Upon checking with the concern team, you need to return the item to get the refund. I request you to return the item and wait for the refund to be processed automatically.

The refund will be processed once the return process is completed by the fulfillment center once the item received at fulfillment center.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 12/14/2022

Complaint: 18557413

I am rejecting this response because:
I have already returned all 3 items. *** picked them up. *** pickup was the only option and they came the day after requesting the return.
How can I get tracking on the returns? I was told by one rep that they were being returned to me but I have no idea how to see where they are.

I really need to get this figured out before my next credit statement.

Sincerely,

*****************************.
Business Response
Date: 12/16/2022
Hello,

I am Mahendra from Amazon.com.

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

Upon reviewing the complaint and the order details, we can see that the order:-113-2796332-5105823 not marked as received at fulfillment center.

The refund will be issued automatically by the team once the return is processed. I request you to wait for the return to be completed.

As we can see the return tracking number:- 1Z1V17R52620188544 is not marked as received, I request you to check with the ups.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/11/2022
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 product on 12/9/2022 and asked to cancel the product because I need to change the shipping address. Amazon custom service refuses to contact the warehouse to change the shipping address and is a big waste of time in trying to urgently solve a problem. **************** needs to call the warehouse to intercept the package and change my shipping address to ***********************************************************************
Business Response
Date: 12/13/2022
Hello,

I am Mahendra from Amazon.com.

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

I understand that you are referring to the order:- 114-6280833-7565804 for the address change.

I'm afraid to say that as the order already shipped and it is in transit, we don't have option to change the address or take any action on it.

I request you to place new order as suggested by the team by selecting correct address as that is the only option.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

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

Regards,

Mahendra
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/11/2022
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.
Charges that I did not make, **** $17.10, 12-5 $5.30, $14.28, $16.82, $17.10, $58.95, 12/2 $17.11, $18.58, $8.55, $8.55, 12/1 $28.88 and $47.26. I can't give them reference numbers that they requested because I did not buy anything and did not get any confirmations. I contacted the bank who told me to contact Amazon which in turn wanted the reference numbers or me to go back to the bank. The bank will not help and Amazon pretends like they do not have any information which is unexplainable since I did purchase a pair of shoes on 11/29 in the sum of $40.13. I have Hulu charges but those are mine. I am a senior citizen on a fixed income, and they are stealing my money and refuse to help me. I have tried to speak to them but on top of everything the representatives do not speak clear ENGLISH OR SPANISH. Someone please assist in the fraud being committed upon me.
Business Response
Date: 12/13/2022
Hello *****,

I'm Raman 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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided. For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We were not able to identify the payment method used, the charge IDs in question or theaccunt used to place the ordes from the infrmation you have provided. In theabence of this information,

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research. You can look up your orders online through Your Account (www.amazon.com/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

Please feel free to contact us directly by writing to [email protected] if we can be of further assistance.

Regards,
Raman R.
Amazon.com.
*****************************
Customer Answer
Date: 12/15/2022
I have two email addresses (1) ************************* and ************************, my contact number is ************. I do not have an "Order number" since nothing was ordered after November 29, 2022 by me. I cannot provide what I do not have and have not received.

Thank you for your assistance in this matter.

Business Response
Date: 01/05/2023
Hello *****,

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.

Thank you for writing back providing additional email and number. I have tried looking up any related account using the information but could not locate the charges you referred to.

Since we were unable to find an account with the information you have provided, I recommend you dispute this charge directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:12/11/2022
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.
On December 8th I placed an order for a board and an expansion to the board game through Amazon Prime for my nephew.On Friday, 12-9-2022, Amazon requested a portion of the ****** order from my debit card. On 12-10-2022, Amazon requested another ******, at 3:32am.I received a message from Amazon that my payment was declined for the 3:32 am payment request by my bank. I contacted Amazon on 12-10-2022 to inquire at the decline. Upon reaching out to Amazon they said that my purchase could not be shipped due to insufficient funds. I knew this was wrong so I contacted my bank support platform. There had been two requests by Amazon for two separate transactions in the same amount. I explained this to Amazon customer service at length to find out the following after a 6 hour process and approximately 8 customer service representatives and two ************************************ placed two authorization requests to my bank for ******.2.The first authorization was approved.3.My bank placed a "pending" on ****** of my funds until Amazon resolves the transaction.4.Amazon made a second request for ****** from another distribution center. 5.The second authorization request for ****** was declined.6.Amazon's first request for the funds was by a distribution center that did not have the item. This distribution center did not contact my bank to release/resolve the pending transaction for ******.7.When Amazon made a second request for ****** at , I only had ****** in my account, therefore it was declined.8.Amazon customer service staff stated that the hold should be lifted in 3-5 days, and sorry for the inconvenience. They further stated that I should contact my bank about the hold on my funds. 9.I canceled the purchase with Amazon. 10.I contacted my bank again to ask that the pending transaction be removed and free my funds. They basically said that Amazon would have to contact them, and my money would not be released for 10 days. This is not right. Please help.
Business Response
Date: 12/13/2022
Hello,

I am Mahendra from Amazon.com.

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

I understand that you are referring to the order:-112-6769848-1942631 payment issue.

I would like to inform you that the payment will be an automated process which sends authorization at the time of shipping.

In this case due to inventory issues the order got cancelled. As the order is cancelled the charge will the reversed automatically.

Upon checking from our end we can see there is only authorization request was sent to bank which is declined due to insufficient funds. I request you to place new order for the items.

And I apologize on behalf of the team for the customer service you received. I'll forward this to the concern team to look into the issue and take action upon the agents.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

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

Regards,

Mahendra
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/11/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased three books sold by Amazon.com Services LLC Sept. 18, 2022 for a total of $33.48. Order# ***-5783107-5116269. The item shipment was not received. My account status for the item reads 'on it's way but running late.' When I reached out to Amazon support Dec. 11, 2022 and spent 45 minutes on the phone with *****, I was unable to obtain a refund for the items which have not yet arrived. The reason provided to me was that more than 90 days had passed since the purchase was made. I was offered a $5 credit, which I declined. I would like reimbursed for the full amount of the product which I have not received and my account still says is on it's way but running late.
Business Response
Date: 12/24/2022
Hello,

I am Mahendra from Amazon.com.

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

I understand that you are referring to the order:-111-5783107-5116269. I'm sorry that you didn't receive the order as expected.

Upon checking, I see that the order tracking is not updated from longtime. I tried to process refund but as the order is older than 60 days we don't have option to process refund back to original payment method.

I would like to offer the alternative as I can issue refund of $35.16 to your gift card balance. If you are okay to take it please reply to confirm so that I can process and inform to you.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

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

Regards,

Mahendra
Amazon.com
http://www.amazon.com
Customer Answer
Date: 12/24/2022

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:12/11/2022
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.
This complaint is regarding order number 113-1238999-9884229. *** tried to cancel the order to an Amazon seller ******************* and they claimed that order was in shipping process. From my end the order wasnt shipped just ordered. We are disputing this issue and seller is going in circles unwilling to provide a cancellation. This is bad business practice plain and simple. After complaining directly to Amazon they werent able to defend their customer.
Business Response
Date: 12/13/2022
Hello,

I am Mahendra from Amazon.com.

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

I understand that you want to cancel the order:- 113-1238999-9884229 which is sold and shipped by seller.

I would like to inform you that once the item is shipped we don't have option to cancel the order. In this case you can cancel the order by rejecting the order during delivery so that the item will be returned to seller and refund will be processed.

And also you can return the item once you received, the refund will be processed once the return process is completed. I'm sorry but in this case we don't have any option to cancel the order or the seller.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

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

Regards,

Mahendra
Amazon.com
http://www.amazon.com
Initial Complaint
Date:12/11/2022
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 8th I returned an item that was damaged in transit back to Amazon via Kohls. I received a confirmation and in my Amazon app it shows it was returned and sent back to the warehouse. I contacted customer service on December 11th to inquire about the refund that was not issued. I was told by customer service that the refund was cancelled and there was nothing they could do and they apologized. So Amazon can just steal my money??!! There is no other way to contact Amazon about this ridiculous issue! I want my money back and then Im never shopping with Amazon again!
Business Response
Date: 12/13/2022
Hello,

I am Mahendra from Amazon.com.

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

I understand that you are referring to the order:-114-3635020-2613020 refund related issue.

As per the tracking the item is still with the Khol's carrier. The refund will be processed once the item received at fulfillment center which takes time.

I'm afraid to say that without the item returned to fulfillment center we don't have option to process any refund from our end.

The refund will be issued automatically by the fulfillment center team. I request you to wait for the return to be processed.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

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

Regards,

Mahendra
Amazon.com
http://www.amazon.com
Customer Answer
Date: 12/13/2022

Complaint: 18557364

I am rejecting this response because:Your organization constantly lies! The last representative I spoke to said it was cancelled and no refund would happen. I want my money back! You cant just steal alleles money and say one day you may get your money back! This needs to be escalated to someone who has the power to make things right! Give me my money back! You have your item!

Sincerely,

*************************
Initial Complaint
Date:12/11/2022
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.
Product came defective and they refuse to replace or exchange, states sellers something. Just opened it up today 12-11-22.Bought on amazon.com Rep and mine conversations was screen shotted
Business Response
Date: 12/24/2022
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 you've already requested for a return mailing label for the item "PSVR Camera Adapter for PS5 Console, for Using Playstation VR on Playstation 5, PS4 PSVR Converter Cable".

Once the item is returned to the returns center, it will be processed for a refund. Further, the item is shipped by Amazon so you can return the item to Amazon and not the seller.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:12/11/2022
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 setup an Amazon prime account to purchase black Friday specials and Christmas gifts. I found gifts and items i wanted to purchase then paid with gift cards purchased locally from authorized sellers(****** Market and 7-11).Total was $700. I made one purchase of about **** items totalling around $350 and my account was put in hold. Amazon asked for proof of payment receipts and pictures of physical gift cards. I provided this multiple times but have been caught in a loop of auto replies asking for the same exact thing every time. I cant upload any documents because my account is locked with a message. Ive called every day as well as email. The payment method for the gift cards was cash. The lock happened on November 28 and now its December 11 and my account and Christmas gift money is locked. I cant get any help and have provided exactly what they have asked for. I don't have any credit cards on the account. The address i provided is my *** post box #***. I've had an issue with packages stolen in the past and I've had this *** box for years. There have been no terms of service broken. This is theft.
Business Response
Date: 12/21/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 12/15 confirming account reinstatement.
Sincerely,
Shivanshu
Amazon.com

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