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

59,595 total complaints in the last 3 years.
21,633 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:06/15/2023
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 May 19, 203 place an order for several item actually spent over *******. The items in quest is workbbok for a group we facilitate. The Helping ********************* the original order was 25 we recived 4 and 21 were not delivered due to being damaged. I recived an email that stated Your package was damaged in transit and will not be delivered. Please contact Amazon for assistance. I called them on May 21 and was informed that I had to wait until the merchandise was returned and processed in. This should take 3 day. I called back in four days and was then informed that I have to wait 14 days for the refun on each call I was informedthat this issue was esclated to the department that processess refund. Todate we have not recieved the refund and as I continue to call to get the status of the refund I am informed of different processes and systems. Ive spoken with a ******, *******, ***, and many more this was supposed to be sent to the Manager escalation team the refund processing department. We are seeking what is due to us the refund for the 21 books. Can you help please
Business Response
Date: 06/18/2023
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 ** 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 **." Be sure to contact ** 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: 06/20/2023

Better Business Bureau:

on Jun 15 I recieved commnication from Amazon statingthe refund was requested and we should seeit in the next 3-5 business days. The email also states they will send and email confirming the date, amount and payment details. I will close this complaint at this time.

*****************************
Initial Complaint
Date:06/15/2023
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 placed 3 orders for Peel and Stick vinyl for my She Shed. Some of the boxes were delivered with damaged and open boxes. When all of the items finally arrived, my contractor learned that the Seller misrepresented the square footage a box covers and we were short and remaining needed was purchased elsewhere and their quality was great. Exceptional, actually.What I ordered from Amazon was not. Once the tile was applied, it was determined that it is very cheap material and will not stick to the floor. After 24 hours, it has started to lift. I used the required wood floor primer per manufacturer instructions, and that did not help the adhesive. Maybe the adhesive was wet or weakened in the shipping process. Boxes were open (see pic). Nevertheless, this is a complete ****** have to pay the contractor to come back and install something else when he has open availability. This product should be removed from the Amazon shelf. Poor quality, cheap material, deceptive posting regarding square footage coverage and has the quality of copy paper.I requested a full refund through the chat and I see that only a partial refund of $25.08 was applied to all three orders despite a previous agent saying that all three orders would be refunded. Total of orders, $62.70, $46.31, $125.40. Order numbers provided below.Purchase was made using my Amazon Prime Card and I am requested a full refund to this payment method. Thoroughly dissatisfied Amazon Prime customer.ORDER # ******************* ORDER # ***-8777022-0114611 ORDER # ***-4274016-1362643
Business Response
Date: 06/17/2023
Hello ****,

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

Refund has been issued to the original payment for all 3 order provided in case description.. Please check your order page for the update.

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days.

If you still need further assistance in this matter please feel free to get back to us.

I hope this information helps.

We look forward to seeing you soon.

Regards,

******
Amazon.com
Initial Complaint
Date:06/15/2023
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.
Hi!Id like to file complaint regarding my Amazon.com selling account. It has been deactivated due to a shipment weight issue.I sent a few appeals to Amazon addressing the problem, but Amazon keep asking some info I cant provide. For example, they ask me to call the carrier and request them to provide an evidence that they have no issues with me. I contacted *** but they even dont understand what I want and what they have to provide. They just mentioned that the Shipment was delivered and thats it. No further action is required. I wrote a solid Plan of action and explained what happened, when and why. However, Amazon asks more details. I was as detailed as possible and provided all the info I know.I kindly ask to escalate my concern. Ive attached my last Plan of action. Please, review it and allow me to sell on Amazon.
Business Response
Date: 06/16/2023
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 seller account on our site. We took this action because an investigation of their account indicated that the customers seller account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

Sincerely,
Amazon.com
Initial Complaint
Date:06/15/2023
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.
I contacted Amazon several weeks ago to replace a broken tablet. The representative told me that to resolve my situation, I need to order a new tablet, give him the order number, and then once it's delivered it would be refunded. I even confirmed the tablet prior to ordering. The tablet was ordered on May 10, 2023.Two weeks passed and no refund appeared. So I contacted Amazon again. I have NEVER encountered such disrespectful behavior in a professional setting as a consumer. They (manager included) did not attempt to find out any details, they attempted to shut down our conversation numerous times, and then just said there's nothing they can do.As a result, I contacted my bank to initiate a dispute for something Amazon promised but did not honor. The Amazon dispute team received the details from me after they contacted me. It seemed they understood, but they decided to fight the dispute still, according to a letter I received from my bank today.
Business Response
Date: 06/17/2023
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 have reviewed your concern regarding the Amazon Fire HD 10 Kids Pro tablet,I am very sorry about the incorrect information you received. I will make sure the associate is coached.

Ideally we do not issue refund without return. However, in this case I am issuing refund as one time exception to your gift card balance.

The current gift card balance on your account is $161.99. You can view your balance and usage history in Your Account here:
*************************************************

If you still need further assistance in this matter please feel free to get back to us.

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

Regards,

******
Amazon.com

Customer Answer
Date: 06/20/2023

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:06/15/2023
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.
I Purchased an air conditioner from amazon on July 27 2022 with a 12 month warrenty....The unit stopped working about a week ago....My wife called amazon and told them about this and requested a replacement....She was told they couldent do anything about this and conected her to tme manufacture TCL...The gentleman told my wife he would get back to us and let us know if he could do anything ??.....Its gauenteed for a year ...We got nothing but a run around from amazon and TCL....I wanted a replacement.....Now i want my money refunded...
Business Response
Date: 07/10/2023
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 details, I see that you are referring to the order #***-6498142-8745829 regarding the item which is defective.

Based on your confirmation regarding the refund to gift card balance, we have process the refund of $257.91 to your gift card balance.

The current gift card balance on your account is $257.91. You can view your balance and usage history in Your Account here:

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

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 07/11/2023

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:06/15/2023
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.
Last Sunday (6/4/23), I realized my account was hacked. ******* had erased the email and phone number attached to my account. I have called AMZN **************** TEN times, chat twice and emailed twice...and I keep getting the run around. I have been an AMZN customer for OVER 20 years (since ****). Hackers have not only changed the email associated with my account, but ALSO the phone number. I WANT MY ACCOUNT BACK. My account is also connected to KDP (I'm an author), as well as Seller Central (janetboyercom-20). I'm also an Amazon Hall of Fame Reviewer! I cannot access my account, our Echo/Dots, AMZN Prime TV, Kindle Books, Audible purchases or AMZN Music. The hackers have apparently added OTP to my account, as well. I have provided order numbers and even my driver's license to AMZN. However, it's not MY account that I can even get into to authenticate! It would create a new account if I tried (and I have tried). ADDRESS: **************************************************************************** PHONE: ************ (landline) and ************ (mobile)EMAIL: ************************** RECENT ORDERS: 113-1683612-5366662 AND 114-7688083-3376252 AND #D01-0614233-8541027 AND 114-9576630-9214632 AND 113-8226068-6146657 AND 114-8331402-5218665 I also have an AMZN Store Account through Synchrony, account ending in **** (if I remember correctly). PLEASE HELP. I keep getting the run around, with individuals who can barely speak English telling me that they need to escalate to an "account specialist" and to call back in 48 hours...but they keep telling me the SAME thing! I want my account back!
Business Response
Date: 06/24/2023
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 with the concerned department in this matter.

After reviewing the entire issue they've restored your account access and sent you an email in this regard on Monday, June 19, 2023 at 12:39 AM (PDT).

If you are still unable to access the account then we request you to contact us over phone and get in touch with account change team.

Here's a link to our Contact Us page:

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

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

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 06/27/2023

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.
Nice to FINALLY have my AMZN account back. Thank you!

Sincerely,

*********************
Initial Complaint
Date:06/15/2023
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.
Greetings, I created my account on ****************** to do shopping a few months ago. Everything went well until Amazon placed my account on hold for nothing. I have done nothing against policy and did not violate Amazon rules. Amazon said they only wanted to verify my credit card ownership due to suspicious activity. I have submitted all documents to them, including the bank statements that they requested. But they responded that they were not able to verify my ownership. My card statements contained all the information about transaction details, the information that only the owner can know and have. And still, they are not reviewing anything and just deny my attempts. Please help
Business Response
Date: 06/17/2023
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 details, I see that you are referring to the issue related to you account which you mentioned that it is on hold.

Based on the account details, I see that the account is in active state and you can use your account to place orders.

If you still face any issues related to your account you can contact our customer service team so that they can work on it and take actions.

Please feel free to contact us directly by replying to bbb@amazon. com 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: 06/19/2023

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:06/15/2023
Type:Sales and Advertising 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 # ***-4119599-9153012, speaker stands were not as described. They have a big brand logo advertisement printed in white in front of the stands, unlike the photo advertised on the website, which show no brand logo on them. Please either refund 50% of the purchase price and I will keep the deficient product or alternately schedule a pickup for return and refund the full purchase price to my original payment method. Thank you.
Business Response
Date: 06/16/2023
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 completely understand your concern regarding the item that you have received for the order ending with ****. We will not be able to issue a partial refund or offer a preferred return mode at this time.

I recommend you use the return option on the order details page to request a return label. We will not be able to offer additional options in addition to the options available.

Please note the item needs to be received and physically verified before a refund can be issued. While a return is usually processed in 14 days, in exceptional cases, it can take up to 60 days. I hope this helps.

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

I hope this helps.

Regards,

Sai babu
Amazon.com
***********************************
Customer Answer
Date: 06/20/2023

Complaint: 20189528

I am rejecting this response because Amazon refused to schedule a pickup for return as requested, or to provide a partial refund for the not-as-described item as I offered as an alternative.

Sincerely,

****************
Initial Complaint
Date:06/15/2023
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.
Numerous recent purchases made on Amazon indicate that if the item is purchased in the next 2 hrs. and 10 minutes for example are qualified to ship free with prime membership the next day. Some items that I have recently purchased have taken 4 days or more to receive that I was led to believe that I should have received in 1 day, Amazon is charging a fee to get items faster, but the items are taking just as long to receive if not longer. I spoke with customer service, and they informed me that just because the item state on the web site that next day delivery is available doesn't necessarily mean that is the case.
Business Response
Date: 06/17/2023
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 details, I see that you are referring to the issue related to the order delivery dates.

Based on the previous order details, I see can confirm that the orders are marked as delivered as per the given delivery dates.

The delivery date shows on the website before placing the order is not the exact delivery date, however you can get the exact delivery date at the check out page.

And also you can see the emails sent to your registered email address for the order confirmation. The delivery date will be given based on the delivery address and the item availability at the fulfillment center.

Please feel free to contact us directly by replying to bbb@amazon. com 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: 06/17/2023

Complaint: 20189525

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:06/15/2023
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.
**************************************************************
**********, ** 29615
*************
Customer Answer
Date: 06/15/2023
Hello so I bought a membership on the assumption I would get a halo band and they were gonna charge me for annual and monthly for 12 months which I was fine with as long as I got my halo band so I placed the order and it was delayed by a month.. by that time the order was taken by someone in the neighbor and wasnt able to get it so i couldnt get any help due to me using a promotional code. Okay so then i contacted they said they couldnt do anything and to contact management i did they said to come in but now i have moved. The halo band was discontinued but they said wed get credit the bad thing being is that i deleted the amazon after i used it due to me only creating it in the sense of just ordering the halo band.. so therefore i got nothing and essentially received nothing. I asked for a refund and no help nothing. They email me back everytime saying i have to come in but im not even there anymore.
Business Response
Date: 06/21/2023
I was able to contact ***** and resolve the issue. He stated his complaint was for Amazon due to them being unable to assist him with the HALO watch credit.****** closed his Amazon account before receiving the credit which is what caused the issue. We awarded his July dues waived for the inconvenience.
Customer Answer
Date: 06/23/2023

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,

***********************
Business Response
Date: 08/01/2023
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 the account using which you have contacted doesn't have the order. I would request you to please help us with the order number using the account email address so that we can help you.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************

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