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

59,249 total complaints in the last 3 years.
21,822 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:
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 closed down my account. I asked them multiple times to send me the order history of my account and they have not responded. I called them and they just transfer me from one representative to another, i emailed them and they do not respond. All Im asking them to do is send me the order history of this account from September 1st until Current.Please assist me with this.Thank you in advance for your help.
Business Response
Date: 12/13/2022
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.

I see the concern you have shared on the issue and have reviewed the matter in detail. We will not be able to share invoices with you as your account is not closed, you can login and see them.

The account linked to the email on your complaint has been downgraded from a business account to a personal one due to usage not in compliance with the Business Account Terms and Conditions of Use. We have reviwwed your appleal and have decided not to restore the Business Account status.

However, the account is still active and you would see the orders once you log in. Because invoices contain sensitive payment information, we are unable to send them via e-mail.

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
http://www.amazon.com
Customer Answer
Date: 12/14/2022

Better Business Bureau:

I have spoken to the business and they took care of my issue.

Sincerely,

***********************
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.
Advertised 20% off a new fire tablet with trade in. Those crooks received my trade in of 2 qualify fire tablets but no 20% off when i tried to buy a new one. Multiple incompetent chats later and it is clear they have no intention of honoring their offer so i want my tablets returned to me.They also advertise that chat remains active for 24 hours yet after a supervisor was incompetent like the rest they deleted the chat.They are criminals, i want my tablets back that they stole and compensation for all my time they have wasted.
Business Response
Date: 12/13/2022
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.

I see the concern you have shared with your trade in and have reviewed the issue in detail. While I did confirm the trade-in was processed correctly, we are not able to locate the order you tried to apply the promotion on.

Please share the complete order ID of your purchase so we can review and offer options.

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 replying to [email protected] if we can be of further assistance in this matter.

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 01/22/2023
Amazon stole TWO tablets when they failed to provide 20% off a new tablet which was in violation of the contract they entered into by accepting my tablets as trade-ins. Those crooks have refused to return my tablets. I demand my tablets be returned to me IMMEDIATELY! I also demand a full investigation and significant penalties for years of unethical business practices including criminal and cival penalties.
Business Response
Date: 01/23/2023
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 I see that you are referring the promotion of 20% related to trade in.

As we can see trade-in TRN-*******-******* is already processed and the amount of $20 & $30 was paid to your in the form of gift card.

Regarding the promotional credit of 20%, if you are eligible and you got confirmation regarding the promotion it will be applied automatically. In this case there is no option to take action manually from our end.

Please feel free to contact us directly by replying to *********************************************** 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.
Order date: 09/23/2022 Order number: 111-6056162-9772251 Ship ************* Tracking Number for both items in order:********************** (1) of (Wreck It ***** 2 **************** GIRLS Costume) (1) Disguise Women's Vanelope Deluxe ADULT Costume -- Total charge for entire order (2 costumes): $123.88 Cost per item: (1) of (Wreck It ***** 2 **************** GIRLS Costume) for $54.70 USD (1) Disguise Women's Vanelope Deluxe ADULT Costume for $69.18 USD -- Payment type: Discover credit card -- Items in order: 1 of (Wreck It ***** 2 **************** Girls Costume) for $54.70 USD 1 of (Disguise Women's Vanelope Deluxe Adult Costume) for $69.18 USD *** ********** GIRLS Costume) for $54.70 USD item was NEVER received in my package. Both costumes in the Amazon order were due to arrive in the same package but the CHILD costume was NOT in the package and was MISSING FROM MY PACKAGE.I was charged for an item that was not in my shipment package and I did not receive:1 of (Wreck It ***** 2 **************** GIRLS Costume) for $54.70 USD never arrived, yet, I was charged for it.When I contacted Amazon for a refund for $54.70 they refused, stating the package shows as delivered, but the package only contained one costume, not both!I need the refund for $54.70 for GIRLS costume never received in the same package as the Adult costume- the tracking numbers for both items in my order are the same, both items SHOULD have been inside the SAME package BUT WERE NOT.In this tracking number: ********************** I only RECEIVED the ADULT costume of (Disguise Women's Vanelope Deluxe Adult Costume) for $69.18 USD which I have since returned back to Amazon and received a single refund of $69.18 but I am still missing a refund for the Girls costume for $54.70 not received Now I need my refund of $54.70 USD for girls costume 1 of (Wreck It ***** 2 **************** GIRLS Costume which was missing from my package, never received, back to my discover credit card I paid with.
Business Response
Date: 02/19/2023
Hello,
Were sorry to hear that you havent received your item(s) from your order.
Based on the results of our investigation, we aren't able to provide a refund for this order at this time.
As per the information provided by the carrier, we're able to confirm that your package 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 ************************************************************************************ for more information.
We advise you to contact **** in order to pursue this matter further. We also 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.
Thank you for your understanding.
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.
My amazon account email: ****************** My amazon ID: ******** Sep. 14 2022, purchased 2 Drunk Elephant Protini Polypeptide Cream from Amazon seller *******************. paid $69.96 Order# ***-0050427-7583426 Sep. 14 2022 purchased 1 Drunk Elephant Protini Polypeptide Cream from Amazon seller *******************. paid $34.98 Order# ***-6058348-5917019 Both orders were delivered on Sep. 18th but all 3 same items were fake. But because I didn't realize that it is fake until I started using one of them which was Dec., when I contacted amazon on Dec. 3rd, Amazon say they can't offer a refund bc the return window is closed. I said the reason for the refund is not because I changed my mind but because the item is counterfeit but they still refused to accept the return.It was purchased with amazon gift card and I couldn't even file a credit card dispute due to that reason.Amazon advised me to contact the seller myself but the phone number and the address were all fake and when I tried to contact the seller via amazon messaging system, I later received a message from amazon saying that the seller is no longer associated with amazon and I didn't hear any reply from the fake seller of course.amazon.com/sp?seller=A1DMG3NC6HNTDC& This is the link amazon provided to me and the seller is no longer active and the review shows that the seller was selling fakes.The problem with amazon review system is that no matter which seller you buy from, unless you check each seller's review from the seller's page, the product shows all the reviews from all the sellers combined and it is hard to know what you are buying is fake or real due to these fake sellers selling along with real sellers.The amazon agent apologized and they will assure that this will not happen again but I still see lots of sellers selling fake Drunk Elephant creams. And what I want is my money back, not an apology without the refund. Your attention would be appreciated.
Business Response
Date: 12/13/2022
Hello Jihyun,

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 issued a returnless refund in the amount of $34.68. The refund will be seen within 5 business days.

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.
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.
Amazon falsely recognized my purchase as a fraud. My account was suppressed and my order got cancelled. I recovered my account soon after receiving the notice email, it was on Nov 25th. However, I still got charged for the cancelled order and I have never received the product I purchase. I have contacted Amazon since Nov 30th for over four times. Every time I was told to wait for a specialist team to contact me in 24hrs or 2 business days. Over 10 days passed, I have not received any update or response. And I have not received the refund for my order. The order amount was $239.97 in total, including $0.52 gift card balance and credit card payment of $239.45. I would like a refund.
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 2022-12-21 confirming account reinstatement.
Sincerely,

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.
I purchased this pair of grey tall ugg boots on December 4th they were to be delivered on the 7th. I was watching out for the notification for the delivery and after numerous hours of thinking it would arrive and the time listed was 11pm so I waited and waited and let me just add that I have a camera in front of my house and I have sense replayed the footage just to be sure of it and there was never an amazon delivery at all it even entertained the thought of maybe it ending up at my neighbors homes but i checked both and nope. I contacted amazon and was told that I needed to hold until at least the 9th which was 2 days after said delivery date, fast forward to Friday the 9th, i contact amazon again because I still had yet to receive my package so Im asking about and all I got was a representative who was speaking over me and informing me that there will is a specialist dealing with this order and I ask what do you mean and he wouldnt answer and kept saying they would have to explain the situation to me which only got me even more irritated bc it sounded like he knew something more but was choosing to be deliberately vagueIm just beyond frustrated because I just paid over $235.00 for these boots and I dont receive them and cant even get a clear answer as to what the h*** the deal is! Ive been buying off amazon forever and have spent so much money. Im a prime member and I used my debit card that has my name on it from my bank its freaking Christmas and my account is suddenly on hold???!? For what?!!?! They didnt seem to have an issue taking my payment but now because of something they did, I get punished and treated wrongly ?? I wanted those boots but at this point Im so upset that this was handled poorly and that ** made to wait for even a clear answer when I am a paying customer. I asked for a refund and was just ignored. Wtf kind of business just brushes off the request of their customer???? I will not shop off ******************** again after this!!
Business Response
Date: 12/27/2022
Hello,
We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 27/12/2022.
For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.
Sincerely,
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.
On November 7, 2022, I discovered I had a months long history of Amazon Prime subscription charges to my credit card. I contacted Amazon to dispute and confirmed that an account that was not mine was using my card information, they refunded the charges. Then again on November 12, 2022, I found yet another Amazon Prime subscription charge. I notified them again, they refunded it, and told me there is nothing they can do on their end to remove my card information from this account. Instead, they suggest I contact my bank and cancel the card. All this while, the ONLY fraudulent charges on my account were from Amazon.I reported fraud to my bank and had a new card reissued in late November 2022. Tonight on 12/11, I noticed 3 more unknown charges to my credit card dated 12/6 and 12/8 but I have a NEW CARD at this point. I contacted Amazon and they confirmed that it is still this fraudulent account who charged something to my card, but that they already had the account on hold. How does an account on hold still have access to charge me? And whatever my old card was, it was canceled at the time of these charges so none of this makes sense.The Amazon rep this time told me she could NOT refund my charges and that I need to contact my bank yet again. I don't understand how I'm reporting fraud, Amazon is protecting the fraudulent account, and still somehow allowing said account to steal from me. Contacting the bank would make sense if I was seeing widespread abuse on my card, but whoever this person only seems to be frauding me with minor charges to Amazon that would go otherwise unnoticed. This is an issue specific to Amazon that they refuse to fix.
Business Response
Date: 12/15/2022
Hello Prince,

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.

Were sorry to hear that your card got charged for Prime on a different account.

Since the account is on hold after Prime charge, I am not able to investigate further and couldn't share more details on it.
I recommend you to please dispute the charges directly with your bank.

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

We look forward to seeing you again soon.
Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,
*****
Amazon.com
*****************************
Customer Answer
Date: 12/15/2022

Complaint: 18556641

I am rejecting this response because: Amazon did not accept any responsibility for continuing to allow a fraudulent account on their platform to charge my card. I already dealt with my bank about the issue to get it refunded but the problem here is that even after being notified of fraud, Amazon refused to remove my card information from the offending account and even told me that I will continue to be defrauded unless I call my bank.

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.
I have not been able to shop on Amazon since February this year due to my account being wrongfully closed. I placed an order for e-gift cards and Amazon flagged my account for suspicious activity. I reached out to customer service to provide verification that it was me that purchased the e-gift cards and the representative assured me there would not be an issue and the order will process as normal. Then, I received an email stating my account was closed. They stated they believe an unauthorized user got into my account, which is not true. I have reached out to Amazon via phone, email and chat several times over the past couple of months for assistance; however, customer service reps have not provided a solution. They tell me the same thing - that an account specialist will email me, but when they do, its a generic scripted email that is not helpful. I have requested a call, but account specialists never call, only email. In the email, they advise me to reset my password, but I cant even login because my account is disabled or closed. They have also advised me to create a new account to continue shopping on Amazon, but when I created a new account, it got flagged/disabled. I believe it got linked to my old account based on my information. I have tried escalating this issue several times and have not received a response. No one responds back to my emails and phone reps say the same thing over and over. Its a dead end trying to get some help with this issue. I would like for my account to be re-instated so that I can continue to shop online like I used to. I do not feel like a valued cardholder and am very frustrated with this experience. There has been a lack of recourse or appeal options.
Business Response
Date: 12/24/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 12/24/2022 confirming account reinstatement.
Sincerely,
***
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.
I sell products on Amazon. I some 3 items and was expecting my money but they took 31 dollars from my money I earned and applied it to the ****** Marketplace. I have never used not sold anything on the ****** Marketplace but yet they are telling me its a professional account fee. I believe they owe me 31 dollars. I have never ever been charged a fee for the ****** Marketplace and don't know why all of a sudden when I make a sale they are taking part of it. Makes no sense. I can't even speak Spanish. Thank you
Business Response
Date: 12/12/2022
Greetings from Amazon Services,

We understand that the complaint is regarding the subscription fee charged in the MX marketplace.

We would like to inform you that we have initiated the refund for subscription fee as per Seller's request.

Please be informed that Seller can see the refund details in the Selling Account within 24 hours.

We would like to inform that ******'s account in MX marketplace is active and using professional selling plan because of which the subscription fee was charged.

Please note that Amazon.com.mx offers only the Professional selling plan.

In this case, advise Seller to close the current Selling Account, and create a new selling account with new email address without providing any details in the MX marketplace.

Seller can refer to the below help page links to know more about the selling plans and monthly subscription fee.

https://www.sellercentral.amazon.dev/help/hub/reference/G64491

https://www.sellercentral.amazon.dev/help/hub/reference/GAB9AXEU2FEC4GXM

Seller can contact the Seller support for further help on this.

Link - https://sellercentral.amazon.com/help/hub/support
Initial Complaint
Date:12/10/2022
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.
Over th course of 3 days and 3+ hours & varying degrees of support level who would inconsistently tell Me different promo certificates amount, at least 2 Amazon staff (1 leader) have confirmed $15.50 certificate good for 2nd app order yet after it was escalated to **** in phone support who does not know about ************ points promos then proceeded to threaten me that he will tag me and my account as fraudulent. Wow! Pls have Amazon reach out and happy to go over ally purchasing and various promos that had nothing to do with $15.50 certificate. Ive attached the text screenshots as well from **** and ****.
Business Response
Date: 12/18/2022
Hello Daisy,

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 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.

Upon reviewing, I could see that there were 2 app purchase offers, as per terms and conditions of the offer it is a total of $15 and not $15 on each purchase of app. Below are details of offer.

1) Amazon customers who want to try Amazon's Mobile shopping app for the first time can get up to $10 promotional code off their qualifying order of $20 or more by completing their first purchase using the app by December 31, 2022.
$10 discount applied first purchase on Order No: 114-5465283-8642651
and
2) Amazon customers who want to try Amazon's Mobile shopping app can get up to $5 promotional code off their qualifying order of $20 or more by completing their second purchase using the app December 31, 2022.

You can still use the 2nd purchase of $5 discount on qualifying order of $20
Further, $10 promotional credit added on Friday, December 9, 2022 by representative for the inconvenience caused.

$15.50 is Amex discount which is not related with above app offer and $10 discount courtesy credit redeemed on Order No: 114-6784995-0113815 on Friday, December 9, 2022.
and another $5 courtesy credit discount applied on Order No: 111-5280601-4957065 Friday, December 9, 2022.

After complete review, we can confirm that the issued promotional credits were redeemed on your account, however you can still use the 2nd app purchase $5 promotional code off their qualifying order of $20 or more, is the only available promotional credit on your account.

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

Regards,
*****
Amazon.com
http://www.amazon.com

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